Download - 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
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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
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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?
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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
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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
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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
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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
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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
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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
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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
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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
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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.
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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.
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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.
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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.
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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.
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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.
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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
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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.
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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 .
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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
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.
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
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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.
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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.
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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?"
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"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.
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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.
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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:
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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.
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.
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.
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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
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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
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