WELCOME TO:
Essential Office Etiquette
2012
Learning Outcomes
On completion you will be able to:
• Identify and correct protocols for business etiquette for a
range of business scenarios.
• Apply the techniques required to build and project a
professional image through professional behaviour.
• Describe appropriate and inappropriate behaviour in a
range of workplace settings.
Workshop Material
Delegate Guide:
You will find a delegate guide packed with information in
front of you. This is for self study. During the course of our
session I will refer you to specific sections for further
reading.
Programme Map
Working Nine to Five…
Dolly Parton, Nine to Five
Tumble outta bed and I stumble to the kitchen
Pour myself a cup of ambition
And yawn and stretch and try to come to life
Jump in the shower and the blood starts pumpin’
Out on the street the traffic starts jumpin’
The folks like me on the job from nine to five.
SESSION 1:
Etiquette and Rules of
Behaviour
Conventional Rules
Three questions:
1. ‘Whose rules of conduct do I follow?’
2. ‘What is the appropriate behaviour?’
3. ‘Will I be appropriately dressed?’
Those who have mastered the rules of etiquette will
instinctively know the answers to these questions.
QUIZ, Question 1
Your boss, Ms Alpha enters the room when you
are meeting with an important client, Mr Beta. You
get up and say “Ms Alpha, I’d like you to meet Mr
Beta, our client from Cape Town.”
Is this introduction correct?
QUIZ, Question 1
No.
The client is always the more important person.
You should address you client and say “Mr Beta,
I’d like you to meet our Director of development,
Ms. Alpha.”
MODEL ANSWER
QUIZ, Question 2
You have forgotten about an important meeting
with a business associate. You feel terrible and
know that he is furious.
You should:
a) Write and apologise
b) Send flowers
c) Keep quiet and hope it blows over
d) Call, apologise and set up another appointment
QUIZ, Question 2
d) Call, apologise and set up another appointment
MODEL ANSWER
QUIZ, Question 3
Clothing is never neutral. It either adds or detracts
from a professional image.
True or false?
QUIZ, Question 3
True.
Clothing is never neutral. People judge you by how
you look and form an impression of you. Always
make sure you are suitably dressed for the
occasion.
MODEL ANSWER
QUIZ, Question 4
At a social function you meet the CEO of a big
organisation. After a brief chat you give him your
business card.
Is this correct?
QUIZ, Question 4
No.
Protocol requires that you wait until he asks for
your business card or gives you his. You may then
give him your business card.
MODEL ANSWER
QUIZ, Question 5
A business meal is a time to relax and “let loose.”
True or false?
QUIZ, Question 5
False.
A business meal is not a time to relax and “let loose”. It is a
test of your social skills and your level of
sophistication. Your interpersonal skills, including your
treatment of the wait staff, are on display.
One of the biggest blunders at the business meal is alcohol
abuse. You can undo months and years of good
impressions by excessive drinking. The key point to
remember is that “business” should always be the number
one item on the menu.
MODEL ANSWER
QUIZ, Question 6
You are invited to a formal dinner function.
What do you do with your serviette?
a)
Open it immediately
b)
Wait for the host to take his / her serviette before taking yours
c)
Wait for the waitron to open your serviette and place it on your lap
QUIZ, Question 6
b) Or c)
You wait for the host to take his or her serviette
before taking yours, or, depending on the
restaurant for the waitron to place it on your lap.
MODEL ANSWER
QUIZ, Question 7
A man should wait for a woman in business to
extend her hand for a handshake.
True or false?
QUIZ, Question 7
False.
A man does not have to wait for a woman in business to
extend her hand for a handshake. Business should be
gender neutral.
Many men were taught to wait for a woman to extend her
hand in social settings. Note that the etiquette for
handshakes varies around the world. So, if you are
travelling to other countries or are meeting international
clients, check the protocol for handshaking.
MODEL ANSWER
QUIZ, Question 8
When a visitor enters your office you should:
a) Invite them to sit down indicating a suitable seat
b) Say: “Just sit anywhere”
c) Carry on working while the guest stands and waits for you
QUIZ, Question 8
a)
Invite them to sit down, indicating a suitable seat,
put down what you are doing and give them your
undivided attention.
MODEL ANSWER
QUIZ, Question 9
You are talking to a group of four people.
How would you make eye contact?
a) Just the person you are speaking to
b) By moving your eye contact from person to person
c) Stare at a point in the distance
QUIZ, Question 9
b)
By moving your eye contact from person to person
and including the whole group in the conversation.
MODEL ANSWER
QUIZ, Question 10
A drink should be held in the right hand at a
cocktail party.
True or false?
QUIZ, Question 10
False.
Your drink should be held in your left hand so your
right hand is free for handshaking.
This also prevents your right hand from being cold
and damp.
MODEL ANSWER
QUIZ, Question 11
Where would you find your salad plate?
To the right of the entrée plate or to the left of the
entrée plate?
QUIZ, Question 11
Your salad plate is to the left of the entrée
plate.
An easy way to remember this is to think of the BMW
car. From left to right, think Bread, Meal, Water.
Bread and all food to the left of the plate are yours. Water
and all drinks to the right of the plate are yours. Knowing
this will help you avoid taking the wrong bread, eating the
wrong salad, and drinking from the wrong water glass.
MODEL ANSWER
QUIZ, Question 12
You are greeting or saying goodbye to someone.
When is the proper time to shake hands?
QUIZ, Question 12
It is appropriate to shake hand both during
greeting and saying goodbye, provided it is
appropriate to the other person culture.
Remember to provide a firm handshake without
hurting the other person.
MODEL ANSWER
QUIZ, Question 13
You are invited to a reception and the invitation
states “7:00 to 9:00 pm”
You should:
a) Arrive at 7:00 pm
b) Arrive at any time between 7:00 pm and 9:00 pm
c) Arrive between 7:00 pm and 7:30 pm
d) Arrive early and leave early
QUIZ, Question 13
c)
Arrive any time between 7:00 pm and 7:30 pm.
It is impolite to arrive too early and it is equally
impolite to arrive minutes before the allotted time is
up.
MODEL ANSWER
QUIZ, Question 14
A colleague’s phone rings and you answer it.
What is the most appropriate answer?
a) Sorry she is not here, please call her later.
b) Susan is not at her desk, may I please take a message
and ask her to call you back?
QUIZ, Question 14
b)
Susan is not at her desk, may I please take a
message and ask her to call you back?
MODEL ANSWER
SESSION 2:
Dealing with
Colleagues
Elements of Relationships
• Self respect
• Mutual respect
• Compassion
• Co-operation
• Mutual trust
• Commitment
Etiquette for Personal Contact
For further reading, go to ww.ExecutivePlanet.com
Here you will find a comprehensive guide to
international business culture and etiquette in over
35 countries.
Topics covered include:
• negotiating,
• gift-giving, and
• entertaining.
ExecutivePlanet.com
Video Clip
Handshake Etiquette Tips_Diane Gottsman
- YouTube
Handshakes
Personal Body Space
Colleagues with a Disability
With sweeping legislative changes in employment
equity, disabled persons have been afforded
opportunities to join main stream employment and
knowing the correct etiquette and protocol when
dealing with a disabled colleague or client has
never been more important.
SESSION 3:
Professional Conduct
Your Professional Image
Being thought of as a professional in your field
takes a lot more than doing your work well.
Even if you are good at what you do, you may find
it difficult to reach the type of success you strive
for unless you are also considered to be
professional by others.
Video Clip
Personal Branding Guru, William Arruda YouTube
The Brand called You!
Building Me Inc
Your self-impression = How people perceive you
ACTIVITY
Personal Branding
Personal branding:
Is process where people and their careers are marked as
brands. It suggests that success comes from selfpackaging.
Further defined as the creation of an asset that pertains to
a particular person or individual; this includes behaviour,
body, clothing, appearance and knowledge contained
within, leading to an indelible impression that is uniquely
distinguishable as professional.
Video Clip
Dress for Success - YouTube
Dressing for Success
Professional Image, Summary
• Personal appearance
• Clothes and dress code
• Hair styles, colour and cleanliness
• Accessories and make-up
• Posture
• Skin and nails
• Perfume / colognes / after-shave
SESSION 4:
Dealing with Difficult
People and Issues
Difficult People
Every individual has four basic needs that
need to be satisfied:
• “I need to be understood”
• “I need to feel welcome”
• “I need to feel important”
• “I need to feel comfortable”
How do your
colleagues signal
these needs to you?
Ethical Dilemmas
How to solve an ethical dilemma:
• Consider your own motives.
• Consider your moral code of conduct.
• Think about the consequences.
• Act with the frame of reference of ethical behaviour in
mind.
SESSION 5:
Etiquette in Meetings
Video Clip
Allan Matthews
6 Secrets Of Effective Meetings - YouTube
Meeting Etiquette
SESSION 6:
Netiquette
Internet Usage
Internet Usage Policy
If your organisation does not have a policy in
place, adhere to the internet usage guidelines
listed in your delegate guide.
Lets discuss these guidelines.
E Mails
Excerpt from www.emailreplies.com
"It is amazing to find that in this day and age, some
companies have still not realised how important their email
communications are.
If your company is able to deal professionally with email,
this will provide your company with that all important
competitive edge.
Good Telephone Etiquette
The five step process to ensuring a
professional telephone conversation…
STEP 1
Greet the caller, identify your
company, identify yourself, ask
how you can assist.
STEP 2
The caller then has an opportunity
to greet you and state the purpose
of the call.
STEP 3
The conversation then follows.
Make sure that you have the
necessary information at hand
and place the caller on hold if you
need to gather more information.
STEP 4
Close the conversation by
summarising key points and any
action items and saying goodbye.
STEP 5
Replace the handset, only after
the caller has put the phone down.
Video Clip
Annoying cell phone guy 1 of 3 - YouTube
Cell Phone Etiquette
SESSION 7:
Etiquette in and
Around the Office
Video Clip
Workspace and Staff Kitchen Etiquette YouTube
Open Plan Office Etiquette
Office Party Etiquette
The Telegraph, 23 December 2011:
Researchers have found that drinking in
environments not normally associated with alcohol
consumption can leave drinkers less able to
control their behaviour.
Confidential Issues
• Computers, fax machines and printers
• Computer display
• Telephone, internet (email) and other communications
• Passwords
• Storage of confidential information
• Access
SESSION 8:
Business
Entertainment
Business Entertaining
• Careful Planning is essential
• Give sufficient notice
• Start business talk carefully - Avoid the hard sell
• Choose the venue and the menu wisely
• Watch budgets and tastes when you order drinks
• Never be a greedy guest
• Keep the conversation going
Summary
To close lets consider what has been the most
valuable learning points for you.
In you groups, identify two key learning points from
the session.
Remember to appoint a spokes person to provide
feedback to the plenary.
Thank you
Fasset Call Centre
086 101 0001
www.fasset.org.za