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  • Tele Handout

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    Sumit Yadav
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    This document provides guidance on business etiquette, including differences between social and corporate etiquette. Social etiquette is marked by courtesy, while corporate etiquette is marked by hierarchy and power structures. The document explains that business etiquette helps professionals differentiate themselves, build confidence, and exhibit polished conduct. Body language, kinesics, proxemics, haptics, and other nonverbal cues are important aspects of business etiquette. The document also covers telephone etiquette, such as opening and closing calls professionally, listening actively, and committing to follow up. The overall message is that business etiquette skills are important for making positive impressions and interactions in the workplace.

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    This document provides guidance on business etiquette, including differences between social and corporate etiquette. Social etiquette is marked by courtesy, while corporate etiquette is marked by hierarchy and power structures. The document explains that business etiquette helps professionals differentiate themselves, build confidence, and exhibit polished conduct. Body language, kinesics, proxemics, haptics, and other nonverbal cues are important aspects of business etiquette. The document also covers telephone etiquette, such as opening and closing calls professionally, listening actively, and committing to follow up. The overall message is that business etiquette skills are important for making positive impressions and interactions in the workplace.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    2 views17 pages

    Tele Handout

    Uploaded by

    Sumit Yadav
    This document provides guidance on business etiquette, including differences between social and corporate etiquette. Social etiquette is marked by courtesy, while corporate etiquette is marked by hierarchy and power structures. The document explains that business etiquette helps professionals differentiate themselves, build confidence, and exhibit polished conduct. Body language, kinesics, proxemics, haptics, and other nonverbal cues are important aspects of business etiquette. The document also covers telephone etiquette, such as opening and closing calls professionally, listening actively, and committing to follow up. The overall message is that business etiquette skills are important for making positive impressions and interactions in the workplace.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 17

    BUSINESS ETIQUETTE

    • Corporate Etiquette : Key Aspects


    • Difference between Social Etiquette &
    Corporate Etiquette
    • Important Business Etiquette
    DIFFERENCE BETWEEN SOCIAL & CORPORATE
    ETIQUETTE
    SOCIAL ETIQUETTE CORPORATE ETIQUETTE
    • Marked by courtesy • Marked by Hierarchy &
    • Gender plays a role Power
    • Gender has no role
    What is Etiquette ?
    • Etiquette is a code of behavior that delineates
    expectations for social behavior according to
    contemporary conventional norms within a
    society, social class or a group.
    Why Business Etiquette ?

    • Differentiates you from others in a competitive market


    • Enables you to be confident in a variety of settings with
    a variety of people
    • Honors commitment to excellence and quality
    • Modifies distracting behaviors and develops admired
    conduct
    • Exhibit professionalism and develop a polished image

    “Be one step ahead, practice the social skills necessary to help you make a great first
    impression and stand out in a competitive market”
    BODY LANGUAGE
    • The gestures, poses, movements and expressions
    that a person uses to communicate.
    • In today’s hard world you don’t just have to be
    able to “talk the talk” you have to “walk the
    talk”
    • How to trigger positive emotions
    • How to ensure you are not interrupted
    • How to create instant rapport and trust
    • How to know when somebody is lying
    • How to deal with rude and aggressive people
    BODY LANGUAGE

    KINESICS

    PROXEMICS

    FIVE TYPES OF BODY LANGUAGE : HAPTICS


    1. Eye Contact
    2. Facial Expression
    3. Gestures
    4. Posture and stance
    5. Space relationships
    6. Body movements and gestures regarded as a form of non-verbal
    communication.
    7. The branch of knowledge that deals with the amount of space that people
    feel it necessary to set between themselves and others.
    Origin 1960s: from proximity, on the pattern of words such as phonemics .
    8. Relating to the sense of touch, in particular relating to the perception and
    manipulation of objects using the senses of touch
    Telephone Courtesy

    - A Comprehensive Study

    8
    Objective of the course

    • To improve your comfort and confidence on


    the phone

    • To enhance your professionalism and your


    company’s image over the phone

    9
    5 Dimensions of Service on the Telephone

    • Professionalism
    • Speedy Responses
    • Accurate Information
    • Genuine Concern
    • Reliable Follow-Through
    10
    Call Handling

    • Opening the Call


    • Managing the ‘Body’ of the call
    • Closing the Call

    11
    Opening the Call

    • Prepare in advance
    • Smile
    • Answer promptly
    • Greet the caller and identify
    yourself
    • Offer to help
    • Avoid “blind” transfers

    12
    Managing the body of the call

    • Listen carefully and enthusiastically


    • Use the caller’s name
    • Respond to the caller’s need or request
    • Ask the customer's permission to hold

    13
    Closing the Call

    • Repeat the action you agreed to take


    • Close the call formally
    • Hang up after your caller

    14
    Managing the Customer Callback

    • Briefly explain the need for the callback


    • Ask for permission to make a callback
    • Make a commitment to call at an agreed-upon
    time
    • Personalise your statement

    15
    Tips on good telephone service
    • Be an AMBASSADOR
    • Speak CLEARLY
    • Be COURTEOUS
    • Be ALERT
    • Be INTERESTED
    • Be CONCISE
    • Avoid JARGON
    • Be DESCRIPTIVE
    • Be a GOOD LISTENER
    • BREATHE DEEPLY

    16
    THANK YOU

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