Practical session 3

1. Telephone Etiquette.
 Speak loud enough to be heard clearly. Keep your mouth close
to the mouthpiece.
 Let the other person do most of the talking, as he will be
explaining what he wants to inform you about, for you to
understand..
 Smile and speak in a conversational manner. Smiling while
talking changes the shape of your mouth when you pronounce
the words and the listener easily picks up this change in tone.
 Place a notepad, pen, and a copy of the document that is being
discussed near you for reference and putting down important
information.
 Try to go to a place that has as less background noise.
 If you are stuck in a traffic or a noisy place when someone from
office calls and asks if it’s the right time to talk to you, excuse
yourself politely and offer to call back in 5-10 minutes. This will
give you time to go to a silent place to prepare your mood and
mind for the conversation.
 Turn off notifications during calls, so that the other person’s
attention is not diverted due to the distracting sound.

2. Cell phone etiquette

 Telephones aren’t allowed: Public transport, Hospitals,
Restaurants, Shopping centers, During check outs, Bus stop,
Airport, Doctors surgeries, Wedding, Funerals, Lecture, Waiting
room, Library.
 Don’t use phone when presenting, use paper
 Phone – private life
 Always identify yourself at the beginning of all calls: name
surname and who are u
 Be sensitive to the tone of your voice
 Think through exactly what you plan to say
 Do not allow interruptions to occur during conversations
 Build the habit of always turning off your cell phone ringer when
entering a meeting, restaurant, theater, training class, or other
place
  Do not allow yourself to be distracted by other activities while
speaking on the telephone

3. Telephone etiquette guidelines.

4. Mastering the telephone courtesy.
5. Active listening.

6. Putting callers on hold.

1 minute – 60 seconds

• Explain the reason you need to put the caller on hold.

• Ask for the person's phone number, in case the conversation is

cut off.

• Promise to return in a minute—or estimate of how long the hold

will last. If you think the delay will be longer than a couple of minutes,
ask for a number and a time when you can call back.

• When you return to the phone, apologize for the inconvenience

and thank the caller for his patience.

• Use the caller's name to add a sense of connection.

• Don't interrupt a caller in mid-sentence to put her on hold. Wait

for a pause in the conversation.

• Never put someone on hold without announcing you'll be doing

so.

• Don't put a person on hold many times in one call.

• Don't leave the caller holding for more than two minutes.

• Never make her call you back; you should always offer to return
the call.

• Never be rude

7. Transferring a call.
8. Screening calls.
9. Taking a message.
10.Voice Mail.
11.Closing the call.
12.When Making calls.
13.Handling rude or impatient clients.
 14.Internet & email etiquette.
15.Internet usage in the workplace:
16.Email. Netiquette.
17.Online chat.
18.Online chat etiquette.
19.Online chat etiquette guidelines.
 you should use your email only for your business correspondence
even if you prefer your personal email address.
 Using your business email makes you more trustworthy, as every
email you send and receive is accountable to the company you
represent.
 If your company has not assigned you a business email, you should
still try to keep your personal and business emails separate, and the
easiest way to do so is by setting up a business email address with
your preferred email provider.
Choose a username that is professional and reflects the nature of your work.
 Don't use your business email for personal communication
 reply as quickly as possible
If you know it will take some time to be able to respond properly, send a quick
response to let your client or colleague know that you received the email and are
working on a full reply. It is definitely considered rude to keep someone waiting
for a response, but it does not take very long to make it clear that you received the
message.
1. Sloppy spelling and grammar make you look like you don't pay attention to
details. Don't let messy email writing be a reason for your colleagues and
clients to question how well you do your job
Always read your email carefully before sending. It will let you catch
embarrassing mistakes before everyone in the company hears about them.
2. When sending a business email, always use full sentences, avoid wods like
"yo" and "hey" in the greeting line, and use the full name. Even if you know
a client extremely well - even if it is your friend - using full sentences and
formal language is a good practice.
3. Don't be stuffy
In fact, being too formal can make you look like you're in over your head and
trying to sound more accomplished than you are, which is a bad impression to
leave. Contractions, like "can't" and "don't", are absolutely fine.
 Business Attire & Professionalism. Business style and professional image.
Dress code. Grooming for success. Guidelines for appropriate business attire.
Multicultural dressing.

Business Casual*
Casual business attire is pretty ambiguous, but generally means slacks,
khakis, or a skirt with a dress shirt, blouse or polo. Dresses and seasonal
sport coats fall into this dress code as well. Learn more

Women Men

* Skirt, khakis, or pants
* Open-collar shirt, knit shirt
or sweater (no spaghetti
straps or décolleté)
* Dress
* Seasonal sport coat or blazer with slacks or khakis
* Dress shirt, casual button-down shirt, open-collar or polo shirt
* Optional tie
* Loafers or loafer-style shoes, and socks

Final Tips for Grooming

 Avoid noisy and squeaky shoes as they will disturb and distract everyone.
 Trousers’ side-pockets should not filled with mobile phones, wallets etc., as it
gives a big look to your legs.
 All noticeable body-piercing, tattoos should be hided, as tattoos are associated
with rebellious behavior.
 Do not smoke or eat odorous food before interviews. Use breath fresheners.
 Clean your nails and teeth properly.
 your shoes should be always clean and polished.
 Bright Colors, like green, yellow, red, etc not only draw attention towards themselves but
also look unprofessional.
 Short skirts and sleeves draw attention to your legs and hands when you sit down. That
diverts the attention of the listeners and appears unprofessional.
 Disability Etiquette. Basic disability Etiquette practices. Courtesies for
wheelchair users. Courtesies for blind or visually impaired. Courtesies for the deaf.
People with speech impairments. People with some other disorders.

 Don’t ask questions about a person’s disability unless it is brought up

by the individual.
 If you offer assistance, wait until the offer is accepted. Then listen to
or ask for instructions.
 Make eye contact; never avoid someone with a disability. Any human
would feel terrible being ignored; it’s never the right choice.
 Speak directly to the person.
 Don’t be afraid to ask questions when you are unsure of what to do.
 Avoid referring to people by their disability.

Disability etiquette when you're with people in wheelchairs:

 Do place yourself at the wheelchair user’s eye level to spare both of you a stiff
neck if you’re talking for more than a few minutes.

 Do consider distance, weather conditions and physical obstacles such as stairs,

curbs and steep hills when giving directions.

 Do place yourself at the wheelchair user’s eye level to spare both of you a stiff
neck if you’re talking for more than a few minutes.

 Do consider distance, weather conditions and physical obstacles such as stairs,

curbs and steep hills when giving directions.
Disability etiquette when you're with people with vision impairments:
 Don’t grab a person with a vision impairment’s arm in order to guide them.
 Allow a person with a vision impairment to take your arm. This will help
you to guide.
 Do use specifics such as “left a hundred feet” or “right two yards.”

Disability etiquette when you're with people with a hearing impairment:

 Don’t shout.
 Look directly at the person and speak clearly and expressively to establish if the
person can read your lips. Remember, not everyone with hearing impairments
can lip-read. Those who have will rely on facial expressions and other body
language to help understand. Show consideration by facing a light source and
keeping your hands and food away from your mouth when speaking.