Using Good Manners

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Using Good Manners
Used with permission of Career Solutions
Publishing http//www.careersolutionspublishing.co
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Using Good Manners

• Using good manners is basically being nice to and
  considerate of others in communication. The
  ability to use good manners in the business world
  will be an asset for you in your future career.
• This lesson will provide you with tips on using
  good manners.

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Tips for Using Good Manners

• The following are ten tips for using good
  manners
• 1. Treat all people with respect.
• 2. Show deference to people of higher rank and to
  customers.
• 3. Shake hands when being introduced.
• 4. Pay close attention to people who are speaking
  with you.
• 5. Do not interrupt.

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Tips for Using Good Manners

• 6. Make small talk when necessary.
• 7. Turn off cell phones during meetings and
  business-related social events.
• 8. Excuse yourself when you leave a meeting
  before it is over.
• 9. Do not pry.
• 10. Apologize when you make a mistake.

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1. TREAT ALL PEOPLE WITH RESPECT

• Treat everyone you work with as you would like to
  be treated yourself. This includes supervisors,
  co-workers, customers, suppliers and visitors.
  Demonstrate respect through your attitude,
  actions and words.
• Some ways to show respect
• Be fair in your dealings with everyone, no matter
  what their position in the company. There is a
  saying, Be careful how you treat people on your
  way up because you may meet them again on your
  way down.
• Never take advantage of others. Accept
  co-workers sore spots. As you get to know
  people, avoid topics that you know make them
  nervous or defensive.
• Refrain from using bad language. Telling dirty
  jokes and using sexual language are unacceptable
  at work.

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2. SHOW DEFERENCE TO PEOPLE OF HIGHER RANK AND TO
CUSTOMERS

• Courtesy includes showing special respect to
  supervisors and customers and to others who can
  aid your company. Though you may not agree with a
  decision or request, accept what you cannot
  change and show your support without grumbling.
  Stress may make you want to snap out at your boss
  or a customer who seems to be making unreasonable
  demands. Doing this, however, may lose a sale,
  cause office strife and endanger your career.

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2. SHOW DEFERENCE TO PEOPLE OF HIGHER RANK AND TO
CUSTOMERS

• Some ways to show deference
• Acknowledge a superiors request with a positive
  reply Yes, Mrs. Simpson.
• Let superiors and customers pass first in a busy
  hall. Open doors for people. Give your
  customers the best parking spaces. Ask what the
  other person prefers, instead of saying what you
  prefer.

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3. SHAKE HANDS WHEN BEING INTRODUCED

• Shaking hands is almost universal in the business
  world. By shaking hands, you imply, You are
  worth knowing. I want to meet you.

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3. SHAKE HANDS WHEN BEING INTRODUCED

• Points to remember about a handshake
• Even if left handed, always shake with the right
  hand.
• Grip firmly, but without too much pressure. Try
  to match the grip the other person is using.
  Avoid bone crusher grips this is not a contest
  of strength.
• Overcome limp, cold fish handshakes. The
  handshake is a formal greeting that communicates
  your level of confidence.
• In Japan, a slight bow may be preferred to a
  handshake. It often is best to let someone from
  another country make the first move.

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4. PAY CLOSE ATTENTION TO PEOPLE WHO ARE SPEAKING
WITH YOU

• Anyone speaking likes to be the center of
  attention at that moment. Show them the courtesy
  of listening.
• Ways to show you are paying attention
• Keep your gaze on the person talking, rather than
  allowing your eyes to wander around the room.
  However, avoid an intense stare.
• Nod and make simple affirmative responses
  Right, I see.
• Dont use pauses in the conversation to bring up
  irrelevant comments.
• Ask short questions that show you are listening
  and would like more information.
• Avoid shuffling your feet or look nervous.

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5. DO NOT INTERRUPT

• Interrupting a person who is talking or butting
  into someone elses conversation is extremely
  rude, unless there is an urgent matter or an
  emergency. It can make you unwelcome, even in
  situations where your work is excellent or your
  input would be useful.

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5. DO NOT INTERRUPT

• If you feel that you must say something while
  someone else is talking
• In a meeting or conference, jot a note about a
  comment youd like to add and wait for the
  speaker to finish.
• During a conversation, if an important matter
  requires immediate attention, say Excuse me, or
  Sorry to interrupt, but
• With people who talk non-stop and never give you
  a chance to break in, raise your hand or index
  finger to shoulder level to catch their attention.

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6. MAKE SMALL TALK WHEN NECESSARY

• Office conversation cant always be and
  shouldnt always be confined to important
  matters. Talking about the small details of
  daily life helps co-workers get to know each
  other better. However, small talk should be
  brief so conversations can move on to discussions
  about work.

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6. MAKE SMALL TALK WHEN NECESSARY

• Here are some examples of small talk
• Whats a good type of potted plant to grow in my
  sunny window?
• I certainly hope we dont have that transit
  strike. Getting to work would just be awful.
• If we have another day of this rain, Im going
  to go crazy.
• I think the transmission in my car is dead. Do
  you know a good repair shop?

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7. TURN OFF CELL PHONES DURING MEETINGS AND
BUSINESS-RELATED SOCIAL EVENTS

• Cell phones are one of the major improvements to
  personal communication of recent years. However,
  allowing them to ring during meetings or taking
  calls when you are socializing with your
  co-workers is simply another for of interrupting.

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7. TURN OFF CELL PHONES DURING MEETINGS AND
BUSINESS-RELATED SOCIAL EVENTS

• How to deal with urgent calls
• Tell your group in advance, I may have to take a
  call from my daughters doctor. Ill try to make
  it brief.
• If your cell phone is equipped with a vibrating
  announcer, turn this on in place of the ringer
  and excuse yourself with a brief explanation if
  the call comes through.
• Move into another room if possible to take an
  emergency call, or at least move away from the
  conversation area and talk as quietly as possible.

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8. EXCUSE YOURSELF WHEN YOU LEAVE A MEETING
BEFORE IT IS OVER

• Leaving a meeting before it is over draws
  attention to you and can communicate a negative
  message. Other participants will wonder what you
  have to do that is so important you cant finish
  the meeting with them.

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8. EXCUSE YOURSELF WHEN YOU LEAVE A MEETING
BEFORE IT IS OVER

• To ease the situation
• Announce (briefly) when and why you must leave at
  the beginning of the meeting so your departure
  wont be a surprise.
• Have any materials you need to take with you
  ready to go so that you dont disrupt the meeting
  with a flurry of activity.
• Ask a co-worker to take notes of any important
  matters that come up after you leave.
• If there is a natural pause a few minutes before
  you must leave, say something like I have to
  leave at 345. Is there anything I should know
  before I go?

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9. DO NOT PRY

• Being curious is acceptable, but prying into
  something that is none of your business is taboo
  in business situations.
• When people want you to have information, they
  will provide it or give clues that the subject is
  okay to talk about. Until then, dont ask for
  personal or confidential information. A topic
  that you feel comfortable sharing may be off
  limits to someone else.

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9. DO NOT PRY

• Situations that involve prying can include
• Asking about promotions, demotions or employee
  ratings.
• Trying to discover information about someones
  health or marital problems.
• Attempting to uncover a persons political,
  religious or social beliefs if not freely
  offered.
• Reading material on others desks or computer
  screens.

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10. APOLOGIZE WHEN YOU MAKE A MISTAKE

• Admitting an error can be difficult, especially
  when the boss is glowering at you. However,
  properly delivered, your apology helps build
  trust. It shows that you are honest, aware of
  your mistake and willing to learn from it.

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10. APOLOGIZE WHEN YOU MAKE A MISTAKE

• Ways to handle an apology
• When possible, admit your error before it is
  discovered by someone else.
• Go beyond a simple Im sorry. Ask for tips on
  how to avoid a similar situation in the future.
• If you need to describe how the mistake occurred,
  explain, but dont try to justify it.
• Take as a learning experience any criticism that
  follows your apology.
• Be sincere in your apology without acting like a
  beaten dog. Keep your dignity.

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Using Good Manners Practice

• The following pages will let you practice the
  topics discussed in this lesson.
• On the next pages, you will see a series of
  statements. For each statement, select True if
  the statement shown is true, or False if the
  statement is false.

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Using Good Manners Practice

• Select True if the statement shown is true, or
  False if the statement is false.

• If people give you attitude, give it back to
  them.
• TRUE
• FALSE

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Using Good Manners Practice

• If people give you attitude, give it back to
  them.
• FALSE
• You should always treat people with respect even
  if they have not treated you respectfully. Treat
  others as you want to be treated.

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Using Good Manners Practice

• Select True if the statement shown is true, or
  False if the statement is false.

• In most situations, you should accept criticism
  without grumbling, even if you think the
  criticism is unfair.
• TRUE
• FALSE

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Using Good Manners Practice

• In most situations, you should accept criticism
  without grumbling, even if you think the
  criticism is unfair.
• TRUE
• You should not grumble when criticized. You
  should view criticism as a positive learning
  opportunity.

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Using Good Manners Practice

• Select True if the statement shown is true, or
  False if the statement is false.

• Always try to shake hands with a firmer grip than
  the other person.
• TRUE
• FALSE

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Using Good Manners Practice

• Always try to shake hands with a firmer grip than
  the other person.
• FALSE
• While you should shake hands with a firm grip,
  you should try to grip with the same strength as
  the other person.

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Using Good Manners Practice

• Select True if the statement shown is true, or
  False if the statement is false.

• Tell someone who is talking too much to be quiet.
• TRUE
• FALSE

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Using Good Manners Practice

• Tell someone who is talking too much to be quiet.
• FALSE
• You should never be rude and tell another person
  to be quiet.

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Using Good Manners Practice

• Select True if the statement shown is true, or
  False if the statement is false.

• You should never interrupt, even for an urgent
  message.
• TRUE
• FALSE

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Using Good Manners Practice

• You should never interrupt, even for an urgent
  message.
• FALSE
• There are situations, such as an emergency, when
  you should interrupt a presentation.

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Using Good Manners Practice

• Select True if the statement shown is true, or
  False if the statement is false.

• Small talk can often make people feel more
  comfortable.
• TRUE
• FALSE

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Using Good Manners Practice

• Small talk can often make people feel more
  comfortable.
• TRUE
• Small talk can break the ice with others and
  lead to further discussion.

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Using Good Manners Practice

• Select True if the statement shown is true, or
  False if the statement is false.

• Move away from other people if you must take an
  emergency cell phone call.
• TRUE
• FALSE

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Using Good Manners Practice

• Move away from other people if you must take an
  emergency cell phone call.
• TRUE
• Cell phone etiquette includes moving away from
  others while taking a call.

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Using Good Manners Practice

• Select True if the statement shown is true, or
  False if the statement is false.

• Ask someone to take notes for you if you leave a
  meeting early.
• TRUE
• FALSE

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Using Good Manners Practice

• Ask someone to take notes for you if you leave a
  meeting early.
• TRUE
• It is appropriate to ask others to take notes for
  you if you must leave a meeting early.

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Using Good Manners Practice

• Select True if the statement shown is true, or
  False if the statement is false.

• If you dont know what your co-workers are doing,
  check out the papers on their desks.
• TRUE
• FALSE

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Using Good Manners Practice

• If you dont know what your coworkers are doing,
  check out the papers on their desks.
• FALSE
• You should maintain or respect your co-workers
  privacy and not check out papers on their desks.

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Using Good Manners Practice

• Select True if the statement shown is true, or
  False if the statement is false.

• Try to hide your mistakes and hope nobody
  notices.
• TRUE
• FALSE

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Using Good Manners Practice

• Try to hide your mistakes and hope nobody
  notices.
• FALSE
• In order to maintain your integrity you should
  admit your mistakes promptly.

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PROFESSIONAL DEVELOPMENT

• Imagine that one of your co-workers is having
  health problems that keep him from work several
  days a month. While you are curious about his
  condition, you also feel bad for him and would
  like to help him catch up on his work
• Think about how you would approach the person to
  volunteer your help, without seeming to pry into
  his personal health.
• Write three questions you could ask to get a
  conversation started.

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Using Good Manners Summary

• To be successful at work, you must use good
  manners. Being nice and considerate to your
  customers and co-workers or, as they say,
  treating others as you would like to be treated
  is a good starting point.

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Using Good Manners Summary
Here is a summary of tips for using good manners

• 1. Treat all people with respect.
• 2. Show deference to people of higher rank and to
  customers.
• 3. Shake hands when being introduced.
• 4. Pay close attention to people who are speaking
  with you.
• 5. Do not interrupt.

• 6. Make small talk when necessary.
• 7. Turn off cell phones during meetings and
  business-related social events.
• 8. Excuse yourself when you leave a meeting
  before it is over.
• 9. Do not pry.
• 10. Apologize when you make a mistake.