Etiquette?  What’s  that??

Etiquette – pronounced  as  “Eti – kit”This  word  has  no  plural….so  there  is  no  such  word  as  “Etiquettes”!!

Introductions

AssertivePassive Aggressive

Assertiveness is neither being aggressive nor being passive. Notice

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Payal

Pooja

AssertivePassive Aggressive

Assertiveness is neither being aggressive nor being passive.

Introducing yourselfIf someone has forgotten to introduce you, take the initiative and introduce yourself. Smile, extend your hand and say, "My name is so-and-so. I don't believe we've met."

Never refer to yourself by your title such as Mr., Mrs., Dr. and so on. Other people call you by a title. You don't give one to yourself.

When possible, always add a little information to go with a name. That will give people a springboard for conversation.

Stand when introducing yourself or you are being introduced. This shows consideration and respect. If standing would be awkward, it is permissible to remain seated. Always shake hands and exchange greetings, such as "How do you do?" or "I'm glad to see you."

Introducing others in a formal/business settingIn principle, a person of lower designation is presented/ introduced to a person of higher designation. No gender or age exceptions here.

Always show preference to clients, senior executives, distinguished guests and high-ranking dignitaries by stating their names first. For example, "Mr. Kapoor (senior executive), I would like to introduce Ms. Jain (junior executive)." Always introduce with Title and last name.

In general, call a person by his or her first name only after he or she has given you permission to do so. Let your common sense and knowledge of business protocol be your guide.

Avoid commanding people in the introduction. In other words, don't say, "Mr. Singh meet Ms. Khan."

To help you remember someone's name, repeat it as soon as you are introduced, saying, for example, Nice to meet you, Mr. DSouza" and practice saying the name several times during the conversation.

Some  tips…

When introducing members of the opposite sex, use age and rank or degree of distinction as a guide.

If the two people are approximately the same age, rank and level, the woman's name should be mentioned first.

Handshakes

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Handshakes: Some tips

When?•Shake hands when you meet and when you leave. •In a group, shake with the host first.

•Execptions?•If  both  hands  are  full,  saucy  hands,  etc.,  don’t  shake.  •If person has prosthetic or arthritic hands, place your hand on their forearm or upper arm while saying hello.

How?

•Stand. •Grasp  the  other  person’s  palm  firmly  for  3-4 seconds. •Smile.

What•Shake hands when you meet and when you leave. •In a group, shake with the host first

How•Stand. •Grasp  the  other  person’s  palm  firmly  for  3-4 seconds. •Smile.

Expectations

•If  both  hands  are  full,  saucy  hands,  etc.,  don’t  shake.  •If person has prosthetic or arthritic hands, place your hand on their forearm or upper arm while saying hello.

Handshakes: Some tips

Types of handshakes

ControllerA person extends his hand to you and as soon as your hands are joined, he purposely moves his hand on the top of yours. He's telling you he wants to be in charge. Keep that in mind as the interaction continues.

SandwichUse this one only with people you know. When you envelop another person's hands, you are invading their private space. Society promotes the standard handshake but is not as tolerant of using both hands.

Dead Fish

This is a case of sweaty palms. You are nervous or you have been holding a cold beverage in your right hand and move it to your left just before you shake hands. If you experience anxiety, wipe your hands on a napkin, or even lightly on your clothes.

Limp Fingers

Women, more than men, extend their fingers rather than their entire hand. Men say this frequently leads to their giving women a lighter handshake. Professional women respond that they want to be treated equally. One of the ways to combat this syndrome is to always extend you full hand horizontally, even if your grip is light.

Module 4: Exchanging business cards

Make sure you are carrying more cards than you will need. In some countries, you will need two for each one-to-one visit, as it is customary for the secretary to keep one card.

Ideally, you should carry your business cards in a small, discreet case. If you don't have a card case with you, put your cards in a front or side pocket.

Present cards face up with the text facing the receiver in a manner that he/she can read it.

Avoid soiled, bent or dog-eared cards and you can use both hands to present your card

Module 4: Some tips on presenting a business card....

When you receive a business card from someone else, pause and take time to read it. Use the opportunity to repeat the person's name out loud if you need to.

While it is acceptable for you to write on your own card, never write on someone else's business card -- it shows a lack of respect for the owner of the card.

Never turn a card face down when someone gives it to you

If the giver uses both his/her hands to give you a business card, you should accept it with both your hands as well. This is a sign of respect.

Some tips on presenting a business card....

Office CourtesiesDon’t  burp  aloud  or  give  a  wide  mouthed  yawn

Apologize when you step on toes

Avoid raising your voice

Don’t  groom  yourself  in  public

Avoid using harsh or derogatory language toward anyone. Avoid interrupting.

Avoid using harsh or derogatory language toward anyone. Avoid interrupting

Be  considerate  of  others’  time.

Nonverbal Communication

• Nonverbal Communication refers to actions distinct from speech• It includes:

• Facial Expressions• Eye Contact• Arm Gestures• Postures• Proximity• Paralanguage

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What is Business Communication ?

Communication is an exchange of ideas, feelings and information by speaking, writing, symbolic or

behavioral

When does it happen ?

When a person sends or receives information, ideas and feelings with others not only by using spoken or written communication but also nonverbal communication.

Effective communication habits lead to healthy personal andwork relationships.

A writer writes not because he is educated but he is driven by the  need  to  communicate,  share  and  to  be  understood.”

The way we communicate with others ultimately determines the quality of our lives.

Communication at Workplace: Dealing with Seniors & Subordinates

It is important to remember that communication with an employee is not a matter of one sender and one receiver, but rather an exchange in which you and your employee are both sender and receiver

EmployeeLeader

Communication is not one way

This means that for real communication to take place, there must be interaction, with each player participating.

Input: The sender has an intention to communicate with another person. This intention makes up the content of the message.

Channel:Message is sent via a channel, which can be made of a variety of materials.

Sender The sender encodes the message,

Noise:The channel is subjected to various sources of noise.Eg. Telephonic conversation, where numerous secondary sounds are audible.

Receiver The receiver decodes the incoming message, or expression. He "translates" it and thus receives the output.

Output The content is decoded by the receiver.

Fields of Response In the process, the codes of the sender and receiver must have at least a certain set in common in order to make communication work. On the basis of that body of personal knowledge, each member of the audience decodes the message. As members of the audience differ, so are their interpretations of what they hear.

Types of Communication at Workplace

Formal Communication

� Communication through officially designated channels of message flow between organization positions

� Official information exchange� Usually found in organizational charts, policy

manuals or hierarchical structures

Informal Communication

� Episodes of interaction that do not reflect officially designated channels of communication.

� is inherent and even a necessary aspect of organization life.

� Creates a relaxed, comfortable climate

� Vertical Communication� Upward� Downward

• Horizontal Communication� Horizontal Communication

� Diagonal Communication

� Communication process within an organization is characterizedand molded by the nature of the organization structure.

Lateral

Downward

Upward

Upward Communication� Transmission of messages from lower to higher levels

(commonly initiated by subordinates with their superiors).

� Types of messages: performance on the job, job related problems, fellow employees and their problems, subordinates perceptions of organization policies and practices, tasks and procedures.

Benefits� Managers  learns  what’s  going  on

� Employees gain the opportunity to communicate upward

� Promotes morale among all employees

� Facilitates downward communication

Downward Communication� Flows from upper to lower

(such as manager to employer or superior to subordinates).

� Types of messages: job instructions, procedures and practices information and feedbacks.

� Efficient (fast)

� Problems:à Information overload à Lack of openness - withhold information even if sharing is

importantà Filtering - some information is left out� Message can be distorted by adding personal interpretation� The fewer the number of authority levels through which

communication must pass, the less information will be lost or distorted

Horizontal CommunicationFlow of messages across functional areas at a given level of an organization (this permits people at same level to communicate directly).

� The flow of information between colleagues and peers

� Trend of flatten org have enhance its importance

� Informal communication

� Facilitates problem solving

� Does not follow the chain of command

Diagonal Communication

� Communication that cuts across both work areas (functions) and organizational levels.

� In the interest of efficiency and speed.

� Important when members cannot communicate through upward, downward, or horizontal channels.

Levels of Communication

Communication is frequently divided into following levels

� Interpersonal communication

� Group level communication

� Organizational level communication

� Inter-organizational level communication

� Mass communication (Address to large group or public)

Communication Network & Rate of Effectiveness

Chain

ModerateHighModerateModerate

SpeedAccuracy

Emergence of leaderMember satisfaction

CriteriaFastHighHighLow

FastModerateNoneHigh

Wheel All-Channel

Grapevine

The Social network of informal communication through which messages flow throughout the organization.

� Helps people to interpret the organization� Conveys information that formal system leaves unsaid

Accountability

Who is Accountable ?

Everyone in the organization is accountable for the effectiveness of their own communication. This especially applies to those who manage others

Accountability of Leaders

As a Leader, you are constantly advising, informing, explaining, discussing, reviewing, counseling, guiding, suggesting, persuading, convincing, coaching, humoring, and responding

By having frequent direct contact with the employees, listening to what they say and having honest two-way communication with them. You are far more likely to be the Leader they deserve, respect and trust. And you are far more likely to identify issues before they become problems and solve before they become crises

Accountability of a Team Player

� Should have good Communication Skill

� Attend Regular staff meetings

� Should stay on commitment

� Regular contact with staff member

� Making communication worthwhile

� Following Up

Good communication between management and employees helps a company operate as a whole rather than a collection of parts, like the circulatory system of a healthy body.