2. microsoft power point - session 2 -intro, greetings, telephone etiquette [compatibility mode]

8/2/2019 2. Microsoft Power Point - Session 2 -Intro, Greetings, Telephone Etiquette [Compatibility Mode]

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Introductions, Greetings &

Telephone Etiquette


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Objectives

To be aware of business etiquettes

o Greetings, Introductions, Business Cards

4 November 2009For internal use only

o To practice business and telephone protocols


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Definition

EtiquetteEtiquette includes manners and behavior considered sociallyincludes manners and behavior considered socially

acceptable by people of the culture.acceptable by people of the culture.

ProtocolProtocol refers to customs and regulations involving diplomaticrefers to customs and regulations involving diplomatic


etiquette and courtesies expected in highetiquette and courtesies expected in high--level business negotiation.level business negotiation.


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Greetings

Good Morning, Good afternoon,

Good Evening (never Good Night)

Hello, How are you?


ow o ou o

Handshakes


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Business Introductions

Always make Business Introductions

NOT doing it causes embarrassment

Individual and group introductions

Gender DOESNT play a role


In business, introductions are based on

hierarchy

People lower in the company areintroduced to those higher in rank.


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Business Introductions

Id like to introduce you to

Id like you to meet ; Let me introduce you to

Allow me to introduce you to


May I present?

Have you met ? Have you two met ? This is

Ladies and gentlemen, Id like to introduce our new colleague


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Heres How To Do It:

Mr./Mrs. Higher on the

Business Ladder, I would like

But! The client ALWAYS takes

precedence over anyone in


to introduce lower rank. your organization, as does an

elected official.


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During Introductions:

Never call your boss by their first name

Always get up from your seat

During hand shake, watch where you place your hands


Take the lead in shaking hands. Avoid Bone Crushing

Some people are huggers, be ready- but dont lead


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Responding to Introductions:

The way you respond to someone else's introduction is just as

important as making the introduction.

In response to formal introduction, "Could simply say "hello".

How do you do?" followed by the person's name is


the customary response

Refrain from the use of first names until the person to whom you've

been introduced has indicated it.


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Introduction Blunders

You forget someones name

Your name is pronounced incorrectly

Your boss forgets to introduce you


You are not sure when to stand during introductions

Remembering Names: If you forget someone's name when making an

introduction, try putting the other people at ease rather than concentrateon your own embarrassment.


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Always carry a few of them along with you.

Needs to be exchanged at the beginning of the

meeting

Business Cards


Be selective about whom you wish to present

your card.

Present with the type side up.


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Telephone Etiquette



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Your first impression!

Attention - Give your caller full attention

Smile You can always hear a smile.

Tone Energetic, warm, kind, polite, professional

Clarity Use the right pace and pause


Volume - Speak up, emphasize points

Articulate Enunciate and stress the words


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Giving your caller full attention

Ensure that you are ready to pick up the call.

Focus your attention on the caller.

Disengage yourself from any previous conversation before picking up

the call.


Tips:

Stop reading an email or file while on a call.

Turn away from your computer and desk when you answer the

phone.Avoid drinking or eating during the conversation.


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Plan your calls

Plan your outgoing telephone calls.

Think through who you are going to call, what you are going to

say, how you are going to try to persuade and drive home the point& how to follow up if required.

Be ready with the agenda and the key points that you want to highlight.


To make notes while calling, it would be ideal to have a speakerphone.

Decide what you'll do if the person you are calling is not there.


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Making the call

Be sure to first identify yourself and your company.

Be sure and be ready to explain purpose of your call

Check if the receiver is free to talk.

Speak clearly using short, simple sentences.

Channel our talk.


Use courtesy titles while addressing people.

If you dial the wrong number, explain yourself and verify the phone

number so you don't repeat the call. Don't hang up; that's just rude.


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Answering the call

If you're on a scheduled call, be at your desk at the appointed

time.

Answer the telephone promptly. Try to pick it in 2-3 rings.

Set the ringer volume at a low level.


Introduce yourself and your company .

Use courtesy titles when addressing the caller.

Speak clearly, distinctly and naturally into telephone transmitter.

Have a friendly tone.


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Answering on behalf of your colleague

If you answer a call on behalf of a colleague, give your name and the

companys name.

Let him know that you are attending the call on your friends behalf.

Ask the caller if he would prefer to call back later or would like to leave

a message.


Leave a note for your friend regarding the details of the call

Callers name and company/department

Date and time of the call

Complete telephone number

Brief explanation of the call

Leave your name below the message.


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Putting on hold

Be polite and check whether the caller would like to be on hold.

Give your reasons for putting the person on hold.

If you have to put him on hold for a longer period of time, check whetherhe would prefer you to call back.

Get back to the caller every 30 seconds.


Turn on the hold button, else your caller might accidentally hear

conversations held nearby.

Once you get back, thank him for being on hold.


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Transferring the call

Be polite and ask if he would like to be transferred.

Give your reasons for transferring the call.

Tell the caller to whom he/she would be transferred.

Ensure that you are transferring the call to the proper


person or department.

If you have a frustrated caller who has been transferred

several times already, do not transfer them again. Takeownership of their situation.


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Using Speaker phone

Identify yourself to the caller.

Ask the callers permission before using the speaker phone option.

Use speakerphone within closed doors.

Introduce everyone present in the room and explain the purpose of

their presence.


Every time somebody speaks to the caller, the person has to give his/

her name.

Evade simultaneous conversation.

Never use regional languages especially when a discussion is in

progress.


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Voicemail Greeting

Be sure to record your own personal greeting; don't use the standard

default greeting or have another person record your greeting.

Write down what you want to say in your greeting and practise saying ita few times before recording.

Include in your greeting your name and department .


Mention your normal work hours.

State when they could expect a call back if possible.


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Leaving a voice mail message

Speak clearly and slowly.

Leave your name and extension number. It's best to repeat your

number at the beginning and end of your message.

Keep messages short and to the point.

Remember that you want to leave a good impression on the person


.

Leave the date and time you called in the message. Let the person

know the best time to call you back.

Cover one topic in one message; specify what you want the

recipient to do.


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Handling difficult customers

Stay calm. Try to remain diplomatic and polite. Getting angry

will only make them angrier. Always show willingness to resolve the problem or conflict.

Try to think like the caller. Remember, their problems and


concerns are important.

Offer to have your supervisor talk to the caller or call him/her

back if the caller persists.


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Receptionist: Bookkeeping, James Stewart

Caller: I need to speak with Ms. Stell, right away.

Receptionist: May I get your name and number please?

Caller: This is Sam Davis and I need to speak with Ms.

Stell

Receptionist: Let me check to see if she is in, will you hold

Review the following conversation.


on please?Caller: Yes, thank you Ill hold.

Receptionist: Im sorry, Ms Stell is not available, Let me take

your number and have her return the call.Caller: NO, Ill hold until she can take my call.


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Conversation tips

What You Mean: Tell the Caller:

No I haven't gotten to that yet.

We can't do that. That's a tough one. Let me see what I can do.

You'll have to" or "You should ..Here's how we can help you.


I dont know .Thats a good question. Let me check and find it out.

"She is busy""She is unavailable at the moment. Would you like to leave a

message on his/her voicemail?"

Just a second.it could take a few minutes to get that information. Could you

hold while I check or should I call you back?


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Conversation tips

What You Mean: Tell the Caller:

"He/She is out.""He/She is not in the office at the moment. Would you like

to leave a message on his/her voicemail?"

"I don't know where he/she is." "He/She has stepped out of the office. Would you like toleave a message on his/her voicemail?"

"He/She is in the men's/ladies room.""He/She has stepped out of the office. Would you like to

leave a message on his/her voicemail?"


"He/She hasn't come in yet."

"I expect him/her shortly. Would you like to leave a

message on his/her voicemail?"

"She/He took the day off.""She/He is out of the office for the day. Can someone else

help you or would you like her/his voicemail?"

"He/She doesn't want to be disturbed.""He/She is unavailable at the moment. Would you like to

leave a message on his/her voicemail?"


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Closing the call

Summarise your call.

Get clarification. If I understand you correctly, So you are saying

that This is what I understood

Make sure the caller has no more queries.


Use Good bye, Thanks for calling or equivalent closing messagesto indicate closure.

Do not bang the phone.


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Mobiquette



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Mobiquette

Use a low and standard professional ringing tone. Office is not the

space where you display your addiction for Hard Rock or House!

Keep your personal calls short. If it is something sensitive walk out of

your cubicle.


Do not walk around in an open plan office talking on a phone.

Do not leave mobile phones lying around in the office when you move

away from your desk. Unanswered ringing phones are annoying.

Avoid phones in elevators or break lounge.


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Manage your mobile phone not vice versa

Have a sense of place, manners and priorities. Ask yourself:

Decide on what is the priority now- This work or call or the person or people

I am with now?

Proximity counts!

Respect others personal space and try to keep 10-20 feet distance from the

closest person.

In a meeting:


Turn off your phone in a meeting.

If you expect an important one, keep others informed about it and that you

might leave the room. Make conversation crisp and come back soon.

Silent or switch off mode in places of worship, auditoriums, enclosed public

spaces, hospital emergency rooms, airplanes.

Be aware of the health concerns resultant to mobile phone usage.


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Summary

Give your caller full attention.

Don't type or shuffle papers while you're on the phone - it implies that

you're not listening to the caller.

Dont have food, gum, cough drops, or candy while on a call.


.

Listen carefully and take notes, if necessary. Have a notepad next your

phone.

Be polite, patient and helpful.

Avoid getting angry with the caller.


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Summary

Dont listen to your colleagues phone conversation.

If you drop in at your colleagues desk and the colleague istalking to someone on the phone, dont interrupt or hang

around. ome back once he is free.


Do not yell or talk to others in the room while others are

on the telephone.

Dont bang the phone.

Return calls within 24 hours.


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References

http://www.marketingsource.com/articles/view/3919 Giving Good Phone: The Importanceof Proper Telephone Skills and Etiquette by Scott Greggory

http://library.thinkquest.org/2993/phone.htm Phone Etiquette (courtesy)

http://www.fullerton.edu/IT/Services/Telecom/FAQ/etiquetteguide.asp Telephone

Etiquette Guide

http://www.buzzle.com/articles/telephone-etiquette-tips.html Telephone Etiquette Tips

http://www.microsoft.com/smallbusiness/resources/technology/communications/cell-

phone-etiquette-10-dos-and-donts.aspx#Cellphoneetiquettedosanddonts Cell phone


etiquette: 10 dos and don'ts

http://www.wisegeek.com/what-is-cell-phone-etiquette.htm What is Cell Phone

Etiquette?


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Thank you


2. microsoft power point - session 2 -intro, greetings, telephone etiquette [compatibility mode]

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