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Transcript of Business Etiquettes
The First Impression
It takes just a quick glance,
for someone to evaluate you when you
meet for the first or talk to them for the first time.
In this short instance, the other person forms an opinion about you based on your appearance, your body language, your tone of voice, your mannerisms, and how you are dressed.
With every new encounter, you are evaluated and yet another person's impression is formed of you and what your represent.
These first impression can be nearly impossible to reverse or undo, making those first encounters extremely important, for they set the tone for all the relationships that follows.
While it may be a cliché, it is true. A positive first impression is an important start to building a relationship with your stakeholders. Whether the interaction is over the phone or in-person, the initial impression can set the tone for the entire customer experience.
"You never get a second chance
to make a first impression"
When speaking on the telephone it is important to use correct telephone manners in order to ensure that you emit a positive, professional manner at all times. Correct telephone etiquette will not only give a positive impression to the person you are speaking to, but will also reflect positively on you as an employee and representative of the company.
Making A Call
Always begin with an appropriate GREETING
IDENTIFY yourself and to whom you wish to speak to.
"I want to talk to ___."
"Hi"; "Good Morning"; "Hello" etc
Do not begin with " who is this" ; "can i speak to __"
"Hi this is __; may I speak to Mr/Ms ___ please"
STATE THE PURPOSE of your call in brief , to the person who answers.
If its a secretary, let them know the urgency level of the call.
PLAN YOUR CALL. Make sure you note down all the points you want to cover through the conversation, as well as the flow you would like to create.
This ensures clarity of your ideas, and gives a professional touch
If you need to LEAVE
A MESSAGE, be sure to
- Give you name with spelling
- contact number
- Preferred time to contact you
- Brief message for the receiver
Receiving a Call
ALWAYS ANSWER WITH A GREETING!
This is your chance to make that lasting first impression. Be sure to sound warm and respectful to your caller.
Do not answer with "Yes!?": "Haan" , "Boliye"
Stick to greetings like "Hello, this is __ from ___, how may I help" ; "Hi, you're reached __(company name)__, what can I do for you today?" etc
Make sure you ASK YOUR CALLER'S NAME in the beginning of the conversation (if you do not understand them, don't hesitate to ask them to repeat themselves)
Note down their name, and use it in the conversation. This is show that you listened to them, and that what you are saying is personalized information for them.
ANSWER YOUR CALLS BETWEEN 3-4 RINGS.
This makes sure that you dont catch the caller off guard, nor do you make them wait too long.
BE HONEST about
when you need to leave
the conversation and why
It is better than rushing your conversation and being distracted.
End your conversation on a
positive note and without doubts about what you need to do after the conversation.
Only if an emergency, leave the conversation half way.
Make sure you apologies for the inconvenience, and
promise (and don't
forget) to follow
up on the
Taking a Message
If your colleague is not at their desk
" Mr.__ is still out at lunch" : "Ms ___ is running late" ; "oh, Mr __'s car broke down and so.... etc
"I'm sorry, Mr __ is not at his desk at the moment, may I take a message"
When writing down a message for your colleague, make sure you have all details of the caller .
(Full Name, Number, Relation, Message)
Promise to deliver the message. And do so asap.
Do not make promises from your colleague's side.
i.e. "Thank you for your message. Ms___ will call you back by 5pm today about your contract."
- Opening greeting
- Give your full name
- Why you are calling (keep it short and to the point)
- Where to contact you.
- "Looking forward to hearing from you"; "Take care" etc
Try to be as understanding, sensitive and attentive to the needs and requests of the person on the other end of the line.
Always try to have a good posture and a smile on your face while answering a call.
Believe it or not, your caller will be able to notice the difference.
Try not to have interruptions during your calls i.e take care of your cell phone, door bell, street noise etc
Also, do not interrupt your caller half way through their sentence (even if you know exactly what they mean or about to say.)
By making a few minor
changes in our vocabulary, you can sound more professional and polished to your client.
Help --- Assist
You're welcome --- My pleasure
Yeah, Ok --- Yes Ofcourse, Certainly
Let me --- Allow me to
Can I --- May I
Use a speaker phone ONLY when in a conference room.
Make sure you do not use a speaker phone when having a one-to-one conversation, since it can disturb others working around you.
Wait a few seconds to cut your
call after you say your 'goodbyes'.
Always keep a small note-pad
and pen at your work desk.
You never know when you might have to jot down a number or take a message.
Business meeting are an
arena in which poor etiquette can have negative effects .By improving your business meeting etiquette, you are automatically improving your chances of success.
Good business ethics should be a priority for anyone who hosts or attends such functions, to ensure successful and
If leaving a voice message, be sure to include :
This is will convey that you are not in a hurry to finish the conversation and if your caller has any last second doubts or inquiries, you can
Role Of The CHAIR Of The Meeting
Create an AGENDA.
This agenda should cover :
- Objective of the meeting
- Who all are needed to be present at the meeting.
- Sessions or topics that will be covered
- Breaks or Meal timings
Even if this task is delegated to someone else, it is the responsibility of the Chair to ensure that the venue for the meeting is available and ready, as well as all materials and equipment needed are present before the commencement of the meeting
PRE- MEETING PREP
In case there are sessions delivered by anyone but the Chair of the meeting, this person should be informed
will in advance about their responsibilities.
Also, if the meeting attendees are expected to read up
on something or look into the details of a specific
matter, they too need to be informed in advance
In the first meeting itself, the Chair should set some basic rules regarding conduct during the meeting.
- Can questions be asked throughout the meeting or only at the end?;
- Punctuality of the meeting ;
- How regular the meetings would take place ;
- How and where would the meeting output be shared etc .
The Chair should appoint a Minuter at the beginning of
ever meeting. This individual has to take notes of all
that was shared and discussed during the meeting.
This information would be posted on an internal communications network, so that :
- All those who were not present could see what happened
- One can always revisit these Minutes in the future, to crosscheck debates or discussions taken place.
The Chair has to ensure that the meeting runs smoothly and on time.
If there are unexpected delays in certain topics, the agenda must be molded accordingly, so as to ensure that the meeting finishes on time.
If this is a whole day agenda, the meeting attendees must be informed of the changes in agenda.
A good Chair will always ask for a feedback at the end of the meeting.
Feedback helps see a different perspective on how things could be improved or done differently, so as to increase the quality of the meeting.
If you receive a call in a meeting or even a friendly gathering, be sure to excuse yourself and leave the group to take the call.
It is considered most impolite to talk on the phone while other are conversing
speak in turn
behaviors- eye cotact, fidgiting
askinh a question
pay attention and have patience
attend whole meeting
respond to action items
CELL PHONE & LAPTOPS
Behavior -eye contact, handshake,
ASKING A QUESTION
STAYING FOR THE MEETING
POST MEETING ACTION PLAN
Make sure you RSVP to the event or meeting you are attending.
Some meetings are structured and spaces secured on the basis
of expected attendance.
Arrive to the location of the business meeting at least 15 minutes early. This allows you to get situated before the meeting starts, as well as meet others attending the meeting with you.
Regardless whether you are delivering content or not, prepare for the meeting so that you do not feel lost, and can contribute effectively.
FLOW OF SPEECH
Make sure that at no point you are interrupting the speaker without turn. If you do not follow this, don't be surprised when someone else starts
talking when you
are making a point.
Turn off your cell phone prior to the start of the meeting. If you are expecting an urgent call, then set your phone to vibrate and excuse yourself from the meeting if the call comes in.
Unless laptop computers
have been approved for the
meeting, turn yours off and
lower the screen so that
you do not obstruct
Avoid nervous habits such as tapping a pen on the table, making audible noises with your mouth, rustling papers or tapping your
feet on the floor.
Do not bring unannounced guests to a meeting. If you have someone you would like to bring to a meeting, then contact the chairperson for
to bring your guest.
Do not pass any rude comments on others opinion or ideas. Always be polite and let them know why you do not agree with their perspective and explain it to them gently and respectfully .
If the debate does not seem to be coming to a point of consensus :
- If it concerns everyone : ask if there can be separate time allocated for this topic in
this or the next meeting.
- If it is between a 2-3 people,
have the debate separately, but
in the presence of the chair
or a superior.
Avoid having a private or parallel conversation with your friends or colleagues while the meeting is going on.
Always remember :
Respect the speaker !!
When standing in a groups of individuals who you are well acquainted to , but do not know each other , it is always polite to introduce them.
> Introduce lower ranking individuals to higher ranking individuals.
> Don't forget titles
(Dr.; Mr; Judge etc)
Make sure you are constantly paying attention to what the speaker is saying, so that you do not ask them about something that they already covered , or ask a question that was already asked earlier.
Also be sure that your
question is crisp and to
If needed, write down
your question beforehand
and try to stick to it.
Be sure to take note of all the tasks you are required to followup on, or deliver a report on, before the next meeting.
Always attend the entire business meeting, unless you have already informed the chair/ got your supervisor's permission.
Not doing so can be see
as very disrespectful to
them and those present
at the meeting.
All the very best!!