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BASICS OF PROFESSIONALISM OVERVIEW DRESS MANNERISMS TELEPHONE ETIQUETTE DRESS Image is Important Business Dress for Women Business Dress for Men Image is Important People believe what they see. 90 Seconds Seeing vs. Hearing Your Personal Statement Research Dress To Pay Business Dress for Women Suit Skirt/Slacks Dark Colors Power Colors – Navy, Black, Brown and Dark Grey. Blouse Scarves Avoid Bright Colored Suits Solid Colors/Subtle Patterns (Not Busy) Business Dress for Women – Cont. Tips One color Avoid lace…. Shoes – closed heel & toe Vertical Lines Shoulder Pads Avoid Cuffs Hosiery Keep Underclothing Covered Avoid Too Tight Clothes Dress Modestly Business Dress for Men Wear dark, power colored, suits. Black, Navy, Gray, Dark Brown Navy Blazer – A Must Long Sleeve Dress Shirts An inch below jacket sleeve. Starched and Pressed Dress Shirt Neck Tie Conservative End Business Dress for Men – Cont. Tuck in Shirt Wear matching belt and shoes. Well-Shined Shoes Socks Never wear white socks with business suits. MANNERISMS Good Introductions Smokers Handshakes Good Introductions What’s in a name? Lasting Impressions Respect Introduce People Gender Last Name Mentioned ABC’s Authority Basics Clarify What order of introduction? Good Introductions – Cont. Eye contact Explain Titles Retired High-Ranking Officials Introduce Self Offer Your Name Business Meal, Introduce Self Stand for Introductions Name Tag Placement Tips for Smokers Hazardous Weakness Lighting Up Never Ask Obey the Law Respect Others Faces Respect Non-Smoker Request Handshakes Only Acceptable Physical Contact Firm Handshake Web to Web Bone Crushing Three Seconds Pumped Eye Contact Handshakes – Cont. Hostess Holding A Meeting Concluding A Meeting First Time Meeting Someone Cold & Wet Other Seated In an Office Tight Position TELEPHONE ETIQUETTE Organized Work Area Answering the Phone Recording a Greeting Taking Messages Leaving Messages Placed on Hold Answering Irate Callers Placing Calls Closing Calls General Tips Other General Courtesies Cell Phones Speaker Phones E-mail Organized Work Area Desk neat and well organized. Always keep a calendar handy. Make notes on official forms. Keep only what you need on your desk. Keep pens and pencils within reach. Leave messages where people can spot easily. In-house extensions and outside numbers. Answering the Phone Sit up straight Smile. Answer promptly. Answer professionally. Extension number. Good grammar. Gum. Inform Caller. Be friendly. Use buffer words. Recording a Greeting Straight forward. Identification. Accurately reflect the present circumstances. Encourage the caller to leave a detailed message. Indicate response time. Give options. Taking Messages Record caller’s full name. Record complete telephone number. Identify the caller’s company. List exact date and time. Reference the nature of the call. Sign your name or initial. Confirm Leaving a Message Name. Number. Courtesy. Responsibility. Placed on Hold 30 to 40 Second Rule Know company’s personnel and job responsibilities to avoid transferring to a wrong number. Be responsible. Answering Irate Callers Don’t buy into it. Listen. Unfailing politeness and patience. Show empathy. Ask questions. Offer options. A positive solution. Thank you. Follow through. Placing Calls If you dial a wrong number, apologize. Identify yourself to anyone you call. Watch your speech volume. Call a busy person at a convenient time for him/her. Avoid making business calls to someone’s home. Consider time zone differences. Guideline for long distance calls. Closing Calls Good ending impression. Uh huh, uh huh, ok, bye. Examples: Thank you for calling. Please call again. We appreciate your call. General Tips Call Waiting. Answering Machine. An Abusive Caller. Disconnected Call. Cell Phone Etiquette. Fax Etiquette – long, personal/sensitive, and/or proper usage. Telemarketers. Caller with Priority. Entering an Office. Answer the phone like it is your boss calling. Other General Courtesies Honesty. Are you able to hold? Give a visual clue. Easy on you. Verbal response. Three minute rule. Cell Phones Influence of a cell phone. A 1998 Canadian study. Phone mate awareness. Public conversations. Speaker Phones Tell caller. Close the door. Identify other people. Identify yourself. E-Mail Forwarding an e-mail. Chain e-mails. Unrelated to work. The happiest people in the world are those who feel absolutely terrific about themselves, and this is the natural outgrowth of accepting total responsibility for every part of their life. Brian Tracy Billie Reed 870-365-8294 billiereed7@gmail.com www.billiereedmba.com HELPFUL TELEPHONE ETIQUETTE TIPS http://units.osu.edu/users/etiquette.php Voicemail: Guidelines http://www.its.monash.edu.au/staff/phones/voicemail/guidelines.html
