Office etiquette
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The document provides tips for effective communication and customer service. It emphasizes treating customers with respect, as they are the most important part of any business. Good communication skills are important when interacting with customers, such as making eye contact, speaking clearly, and actively listening. The customer's needs and satisfaction should be the top priority.
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Office etiquette
- 3. Always be on time Talk about your life outside the office when it's appropriate Give credit where credit is due Avoid gossip Mutual understanding
- 4. Don’t put others down. Don’t act superior. Manners do matter. Pick your fights carefully. If you are going to confront: ◦ Do it privately. ◦ Get calm. ◦ Know what you want for an outcome. ◦ Seek the other person’s “buy-in.”
- 6. “Coming together, staying together, working together and succeeding together” Be someone, Somewhere Someday… …but NOT Somehow ...Dr. Naomal Balasuriya
- 7. T A team comprises a group of people linked in a common purpose. ( it is for long term) ~ Together ~ Everyone ~ Achieve ~ More E A M
- 8. • “……..a group of interacting individuals sharing a common goal” • “… a living entity” • “…about not having a boss” • “…the best way to continue your learning” • “…built with blood, sweat and tears” • “… is like the organs of the human body” • “… is like the parts of a car put together”
- 9. • Great ! What makes a team a world class team? • Special ! • Unique ! • Extra Ordinary ! • World Class ! Together Everyone Achieve More • Video BIRD
- 10. 1. The desire to be world class “I am the greatest… I said that long before I Knew that…” - Mohammed Ali “What ever you touch change it into gold”
- 11. “………… a dream in action” “What you want to achieve before you die gives you meaning in life” “How things will be, where, with whom, What you will be doing and how you will feel ” CSF’s…contd. 2. WORLD CLASS Vision What is vision? “A long term dream”
- 12. “A computer on every table, In every Home, In every country In the world” ~ Microsoft “To be a competitor to the US Postal Service” ~ Fred Smith
- 13. “I want the world to have a coke” ~Roberto Goizueta-Coke Practical Example….
- 14. “The greatest danger in life is not setting our aims too high and falling short But… Setting them too low and actually achieving them” ~ Michael Angelo
- 15. Dependability Common Goal Remove loneliness Compassion ship Support Full filling goal Communication Same feeling Empathy Bonding Togetherness Trustworthiness Understanding Mutual respect Common Focus Team Spirit Cohesiveness Sharing attitude
- 17. Attitude is a mental position relative to way of thinking or being. Yes, It is all a matter of Attitude. If you think you can’t, you’re right again. If you think you can, you’re right.
- 18. The Positive thinker sees the Invisible, feels the Intangible, and achieves the Impossible. Choose your attitude Your choice of attitude can decide the out come of your life. Negative thoughts have no power unless you empower them. What is Attitude
- 20. UNLESS YOU ARE VERY CLEAR ABOUT YOUR EXISTING THOUGHT PATTERNS AND THE NEED FOR INCREASING THE DESIRABLE POSITIVE THOUGHT PATTERNS YOU CANNOT IMPROVE YOUR POSITIVE ATTITUDE
- 21. 1. WHERE ARE WE NOW ? 2. WHERE DO WE WANT TO GO ? 3. HOW WILL WE GET THERE?
- 22. BE DISCIPLINED. SELF – DISCIPLINE IS THE FOUNDATION ON WHICH ALL SUCCESS IS BUILT. SELF – DISCIPLINE IS THE ESSENCE OF RESPONSIBLE PERSONAL EFFECTIVENESS.
- 23. THE SUREST WAY TO PROMOTE YOURSELF IS TO HELP OTHERS TO GET AHEAD.
- 24. OUR ATTITUDES CONTROL OUR LIVES. ATTITUDES ARE A SECRET POWER WORKING 24 HOURS A DAY, FOR GOOD OR BAD. WE MUST LEARN TO HARNESS THIS GREAT FORCE. OUR ATTITUDE DETERMINES OUR ALTITUDE. VIDEO
- 27. THE QUALITY OF YOUR LIFE IS THE QUALITY OF YOUR COMMUNICATION, BOTH WITH YOURSELF AND OTHERS.
- 30. Why is communication important ? • Inspires confidence • Builds respect • Helps make friends • Reveals your ability to others • Develops a distinct personality
- 32. 10 June 2021 32
- 33. 10 June 2021 33 PEOPLE ARE INFLUENCED, PROBLEMS ARE SOLVED, CHANGES ARE FACILITATED, EXCELLENT RELATIONSHIPS ARE DEVELOPED, DESIRED RESULTS ARE ACHIEVED, AND SUCCESS IS ENSURED.
- 34. 10 June 2021 34 IS NOT JUST GETTING THE MESSAGE ACROSS BUT ITS ACCEPTANCE FROM ITS INTENDED RECEIVERS WHICH CAUSES THE EXPECTED BEHAVIOUR FROM THE RECEIVERS OF THE MESSAGE ONLY THEN, THE RECEIVERS WILL BE WILLING TO CONVERT THE COMMUNICATION INTO ACTION
- 35. 10 June 2021 35 Love is so caring… COMMUNICATION INCLUDES BODY LANGUAGE, TONALITY OF VOICE & THE WORDS YOU USE. 55% + 38% + 7% =
- 36. 1. MAKE SURE THAT BODY LANGUAGE, YOUR WORDS & TONALITY ARE CONGRUENT – [ ALIGNED AND SENDING THE SAME MESSAGE ]
- 37. 2. MAINTAINING EYE CONTACT – [ EXPRESSION OF YOUR INTEREST ] 3. IMPROVE YOUR VOICE CULTURE – [ MAKE IT INTERESTING ] 4. BE POSITIVE, PRECISE AND CLEAR – [ ~ “Don’t forget to complete the work by tomorrow.” ] [ ~ “Please remember to complete the work by tomorrow.” ] 5. GOOD LISTENING 6. WELL-TIMED PAUSES
- 38. 7. SUMMARISING 8. EMPATHIZE 9. COMMUNICATION MUST APPEAL TO BOTH MIND AND HEART 10. KEEP THE COMMUNICATION SIMPLE
- 39. 12. COMMUNICATE WITH CONFIDENCE 13. PRACTICE THE ART OF COMMUNICATING ON PAPER 14. COMMUNICATION IS IRREVERSIBLE ~ communication cannot be reversed [ reversible processes – water and ice irreversible processes – milk and coffee ]
- 41. Talk naturally to your audience Vary the tone, pitch and volume of your voice Make eye contact with your audience Use visual aids where appropriate Rehearse your talk and check your timings. Stay focused throughout your presentation Don’t Plan Gestures
- 43. Habit #1: Get Your Bearings Habit #2: Challenge Conventional Approaches to Targeting Habit #3: Take a Stand—Make Your Brand Stand for Something Habit #4: Invest in Early Implementation Planning Habit #5: Select the Most Profitable Product, Not the Most Appealing
- 44. Habit #6: Apply Big Picture Shopper Insights All Along Habit #7: Embrace a Continuous Improvement Approach to Marketing Planning the Path to Purchase
- 46. Who’s the customer? Customer is the next person who gets your finished job
- 47. • The most important person in any business. • Is not dependent on us. We are dependent on them. • Is not an interruption of our work, but the purpose of it. • Is part of our business – not an outsider. • Does us a favor when they come in. We aren’t doing them a favor by serving them.
- 48. •A customer is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect. •Is a person who comes to us with their needs and wants. It is our job to fill them. •Deserves the most courteous attention we can give them. They are the lifeblood of every business.
- 49. • The Customer is the business’ biggest asset • The Customer pays all our salaries wages and bonuses • The customer will go where he/she receives the best attention • There is no profit, no growth, no jobs without the customer Hence, You must be your customers’ best choice!
- 50. 1. Patience 2. Attentiveness 3. Clear Communication Skill 4. Knowledge of the Product/Service 5. Ability to Use "Positive Language“ 6. Acting Skills 7. Time Management Skills
- 51. 8. Ability to "Read" Customers 9. A Calming Presence 10. Goal Oriented Focus 11. Ability to Handle Surprises 12. Persuasion Skills 13. Tenacity 14. Closing Ability 15. Willingness to Learn