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 kitchenPour myself a cup of ambitionAnd yawn and stretch and try to come to lifeJump 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 apologiseb) Send flowersc) Keep quiet and hope it blows overd) 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 7False. 

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 personand 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

Handshakes

Video ClipHandshake Etiquette Tips_Diane Gottsman

- YouTube

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.

The Brand called You!

Video ClipPersonal Branding Guru, William Arruda -

YouTube

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 self-packaging.

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.

Dressing for Success

Video ClipDress for Success - YouTube

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

Meeting Etiquette

Video ClipAllan Matthews

6 Secrets Of Effective Meetings - YouTube

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.

Cell Phone Etiquette

Video ClipAnnoying cell phone guy 1 of 3 - YouTube

SESSION 7:Etiquette in and Around the Office

Open Plan Office Etiquette

Video ClipWorkspace and Staff Kitchen Etiquette -

YouTube

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