Title: OFFICE ETIQUETTE
1OFFICE ETIQUETTE
- Basic Rules of Office ConductorHow to survive
in the work place
2Office Protocol
- Do you know the basic rules of office conduct?
Do you know how to participate in the office
environment? Here is a list of the top ten office
mistakes - Not using Please, Thank You I'm Sorry
- Failing to compliment staff or peers.
- Not listening - you could hear something.
- Forgetting how to proceed through doors and into
elevators. - Knowing when it's acceptable to use cell phones
or office phones. - Not assisting new employees in your department or
company. - Flirting inappropriately with peers and
executives at business functions. - Ignoring problems or complaints, assuming they
will cure themselves. - Being late for appointments or not calling when
unavoidable. - Making demands on host personnel.
- What is proper office protocol? Lets find out.
3Be comfortable in the Business World by making
those around you feel comfortable.
- Its as old as life itself, but still
appropriate. Make PLEASE, THANK YOU YOURE
WELCOME, IM SORRY a part of your everyday
vocabulary.Its never offensive, often
expected, and easy to do. - Its an attitude. Respect those around you and
they will return that respect. Being polite is
the greatest motivating factor in existence. A
good leader uses these word regularly. - Being higher on an organization chart is no
excuse for being disrespectful of others. You are
part of the entire team. Everyone is a critical
part of the success or failure and no one player
is more important than another. Imagine doing
your job without a person for a while and you
will see how important everyone is.
4With each request Say Please
- If you are asking someone to do something for,
with, or instead of you Say Please! - There is no limit to how many times a day you can
say Please. You are going to run out of them in
your life-time. - Please should be the first or last word in any
request, even if its someone job.- Would you
type this for me please.- Can you show me where
it is please.- Please, can you help me
find.- Please excuse me while I take this
phone call- Will you deliver this note for me,
please.
5With each completion say Thank you
- Expressions of gratitude should be sincere. Think
about what you are thanking people for.- when
someone does something for you, job related or
not Say Thank You- when you receive a gift
Say Thank You - when someone does you a favor
Say Thank You - when someone praises you
Say Thank You - Three ways to say thank you- saying it if you
are face to face with the person- by telephone
... Done within 24 hours of the event- writing
it .. Most effective, can be reread, shown
around to others, and is on the record. - When you receive a Thank you say Youre
Welcome
6With each error - Apologize
- Whenever an apology is needed, do it! Whenever
you have inconvenienced someone, apologize. It
will mean a lot to the person hearing those
words. - Say Im sorry for - arriving late to a
meeting, - misdialing the phone, - forgetting
an appointment, - forgetting to do
something, - bumping into someone, - causing
someone damage, - when you overload an associate
with work - etc.
I am sorry
Ich bin traurig
Je suis désolé
Estoy apesadumbrado
7Compliments are never refused!
- A smart worker gives many compliments. Employees
want to know they are doing a good job. Dont
wait until evaluation time, give compliments year
round. Encouragement increases productivity and
desire to do more. - Compliment your peers. If you look around you can
find something to compliment. Open your eyes to
the world around you, listen to whats being
said, and dont be afraid acknowledge positives
in others. - Graciously accept any compliments you receive
regardless of whether you feel you deserve it. If
someone has taken the time to notice and
compliment you, accept it. Just say Thank you. - Being a good worker means being able to work
through the day with ease. Making others around
you feel comfortable will enable you to feel
comfortable around them. - A good worker is courteous and caring about
those with whom they work. - This builds teamwork.
8Shhh! - What was that?Youll never know unless
you listen.
- Listen and learn rather than talking. If you
spend your energy observing, listening and
absorbing the things around you, you become a
more informed worker. An informed worker is more
valuable to an organization. If you refuse to
accept others ideas, opinions, decisions, you
will become isolated from the rest of the
organization. No-one knows it all, everyone can
learn something new, and accepting change will
make your and everyone's life around you better. - Communication is two way and involves your ears
as well as your mouth. Hearing what others are
saying is crucial. Keys to listening- clear
your mind of everything except the speaker-
avoid interrupting those who are speaking-
repeating back the major points of what was
said- ask questions to clarify the subject - When your mouth is open, your ears are closed.
Listening is an art!
9Proceeding through doors, into elevators, and
entering rooms.
- As you move from one point to another your good
manners should follow. Movement involves being
quiet so others are not aware of your actions.
Trying to be noticed is a symptom of low self
esteem, selfishness, and rude! Your disruptions
shows a lack of respect to those around you. Good
workers move around effortlessly. - Keys to moving around the office- Keep your
eyes open, be aware of others.- When entering a
room, or inviting others to enter, give clients,
customers or senior management the best seat.-
When moving quickly among people, carrying
objects or not, look where you are going and
smile at those around you. - When approaching a door, be a holder for others
and never shut a door in someone else face. Its
just common courtesy. - Always hold elevator doors for others who may be
entering or approaching. - Regardless of gender, let your guest, staff who
rank higher precede you through the door. If you
are female, dont be offended if a male holds the
door for you. Its respectful, not insulting. - Lead groups into your office so that you can show
them where to go. - Whoever arrives at the door first should enter
and go through it. Its that simple.
10Telephone manners be aware of what others are
hearing.
- Answering the phone- use a welcoming tone-
speak clearly- identify yourself, department or
firm to the caller- never use nicknames when
answering- never chew gum, eat, sneeze, cough,
or drink while on the telephone. Cover the
mouthpiece to protect the caller from such
intrusions. - the phone creates the atmosphere to the caller,
make it friendly, professional, and quick. - When taking messages for others, remember to
write down who, what, where, when, how. - When leaving messages for others, keep it simple
and short, but not mysterious. Leave your name,
your number, and why you called or indicate you
will be calling again. - Apologize for calling a wrong number.
- Avoid leaving anyone on hold longer that 20
second. - End the conversation by making an up-lifting
comment that leaves the other person feeling good
about calling.
11Welcoming new employees
- A good manager helps a new employee adjust, and a
good worker will welcome them to the team and
offer help where necessary. - A good supervisor or colleague will- Assist the
new employee with policies, procedures systems
without making the new employee feel inadequate,
nor will they leave them floundering to figure
things. - Praise the good performance and
criticize the poor performance honestly.- Treat
them as part of the team, encourage team
building.- Treats them as an equal, not forming
judgments, gives opportunity without feeling
threatened. - A new employee will- Listen and learn- Be
equally nice to everyone- Form their own
opinions gradually- Resist prying into personal
issues- Seek assistance when necessary- Avoid
making comparisons with old workplaces unless
asked
12Flirting on the job, at business social
functions, or with clients.
- DONT DO IT!
- What is sexual harassment? Not an easy
definition, but it includes making an individual
uncomfortable in the work environment because of
differences in gender and preferences. Creating a
hostile environment. - Examples- When someone complements you on your
dress and then leers at certain body
locations.- If someone holds you and wont
release when requested.- Exchanging stories in
clinical sexual detail.- If one party is married
and asks another out on non-business
activities- Unwelcome touches or kisses in
public or private.- Leaving notes, sending
e-mail or making phone calls containing sexual
innuendos.- Explicitly requesting personal
favors for promotions or raises.- Inappropriate
distasteful gender jokes or demeaning gender
conversations - Prevention- Resist dating someone in the firm,
a customer or client.- Resist conversations
about your sex life or others- Resist using
locker room talk or telling gender directed
jokes.- Keep all business relationships on a
profession level.
13Ignoring problems or complaints, assuming they
will cure themselves.
- A good workers doesnt ignore unpleasant task,
problems or complaints, they deal with them. -
Ask for assistance in correcting the problem. -
Investigate complaints to get the full story and
then apply corrective measure to prevent
further problems. - A manager will use tact and diplomacy when
dealing with complaints and problems.- Offer
assistance in correcting problems, finding out
the root cause.- Investigate all personnel
problems thoroughly, speak with the individual
in private offering measurable corrective
activities.- Follow up on the individuals
progress and offer praise when accomplished.-
If new problems develop, do not revisit old
problems once they have been resolved.- Do not
discuss personnel problems with peers and
colleagues not otherwise involved.- Extend
second chances to first offenses offering
guidance for the future.- Apply equal
treatment to all members of the organization.
14Appointments
- Whatever the reason for a meeting, be on time or
notify appropriate individuals when missing the
meeting is unavoidable. - If you keep others waiting, resentments will
build. This lack of respect for others diminishes
your effectiveness in an organization. - If you must be late for a meeting, have another
individual join the meeting in your absence to
explain the circumstance. If you scheduled the
meeting, have someone else extend an offer to
make those waiting more comfortable. - If you are on the phone when individual arrive
for the meeting, end the conversation quickly,
offering to return the call at a more convienient
time. - When expecting a group of people, make sure to
have adequate seating. - When visiting other offices, do not blame
assistants if you are kept waiting. - If your host takes a phone call during your
visit, ask if you should leave the room for
privacy.
15Visits to others in the organization or outside
the organization.
- Arrive on time, introduce yourself and exchange
pleasantries. - If your host is delayed, keep yourself busy by
reading, working on projects, or reviewing your
notes. Do not get angry, this will set the tone
of the visit. - Do not make their office your office. Respect
their property personnel. Do not listen to the
individual conversations. - Do not use their assistants or secretaries as
yours. Do not interrupt them while performing
their job. - Do not use their phones, copiers, or computers
for your personal activities. Use is limited to
the purpose of your visit only. - Do not stay longer than your appointed time.
Thank the host and offer to continue the
discussion at a later date if needed.
16Testing your knowledge!
- Do you know the basic rules of office conduct?
- Do you know how to participate in the office
environment? Here is a summary list of what you
should have learned - Use Please, Thank You I'm Sorry
- Compliment staff or peers.
- Listening - you could hear something.
- Know how to proceed through doors and into
elevators. - Know when it's acceptable to use cell phones
or office phones. - Assist new employees in your department or
company. - Do not flirting with peers and executives.
- Investigate problems or complaints, and
solve them. - Be on time for appointments or call when
its unavoidable. - Dont make demands on host personnel.
Lets test your knowledge.
17Test Your Knowledge
- Click Here to take a quiz on yourunderstanding
of Office Etiquette.