OBM100 Personality Development PDF

OBM100 PERSONALITY DEVELOPMENT  T6: Etiquette USING PROPER BUSINESS ETIQUETTE Etiquette in the Office Business Etiquette Sitting, Standing, Climbing Stairs, Getting In/Out of a Car Table Etiquette Dining Etiquette Ms Yong @ S...

OBM100 PERSONALITY DEVELOPMENT  T6: Etiquette USING PROPER BUSINESS ETIQUETTE Etiquette in the Office Business Etiquette Sitting, Standing, Climbing Stairs, Getting In/Out of a Car Table Etiquette Dining Etiquette Ms Yong @ Syaza Marina Ramli OBM100 – Personality Development +6019 – 379 9309 | [email protected] 2  Using Proper 6 Business Etiquette Let’s see what “Etiquette” is all about. 3  4 WHAT IS ETIQUETTE? A code of behaviour that delineates expectations for social behaviour according to contemporary conventional norms within a society, social class or group “ ETIQUETTE IN THE OFFICE Daily greeting to Helping a new co-workers employee As a newcomer (Do’s & Don’ts) 5 Cont’d… Daily greeting to co- Wish “good morning” or ”good night” depending on the time of workers the day Introduce newcomers to co-workers Helping a new Invite newcomers to lunch employee Schedule periodic conferences Do not show off Do not be too friendly Do’s & Don’ts Do not wait for others to pay/buy you lunch as newcomers Avoid using first name in the office Addressing supervisors / older personnels by titles 6 Refreshment Etiquette Be neat Observe common Put priority to business (No cigarette ashes / table manners unwashed dishes) Do not pause while Do not "stretch" your drinking coffee to Follow office practice pause for refreshment attend personal regarding coffee grooming purchase 7 Etiquette in Office Lines Employees must line-up and await their turns in many business situations Rules that need to follow in office lines Getting in & off elevators Line up at cafeteria or lunchroom Waiting line at drinking fountain Punching card in the morning / evening 8 Social Amenities of Secretary Besides official tasks in the office done by secretary, social amenities tasks should also need to be concern by secretary Reserving theatre Contacting ticket Purchasing tickets at tickets agents the box office 9  10 Introducing One-Self Social Interactions Posture & Stance Business Etiquette “  Rules When Making an Introduction Stand up Smile Shake hands firmly Repeat the other Make eye-contact person’s name – say at least once during conversation 11 Rules in Avoiding Faux Pas (Blunder) during Introduction Remain seated Not repeating the person’s name Shaking women’s fingers Not shaking hands with (for men) business associates 12  Guidelines in Social Interactions Both parties must get full Both parties must be attention & be interested ready to be introduced Get permission from Pronounce the name both parties to introduce clearly 13  Appropriate Manners during Functions Smile Respect the host Meet new friends Talk to those closest to you Remain calm & Avoid asking the Greet & shake Introduce talk with pleasant other person’s hands yourself first voice name for the third time 14  Principles of Introduction Introduce less Introduce a man to a Introduce a younger important person to a person to an older more important person woman of a same rank person Social POV Introduce a person of a Priority through royal Business POV lower rank to a person Rank or power is more of a higher rank blood, country leaders important or community leaders 15  Things to Avoid in Introduction Ask on place of origin / religion / Ask on job status Talk rudely Raise your voice race Turn the gaze Looking with away from the disrespect at the Show a cynical person person being smile introduced 16  Things to Avoid in Introduction Ask on place of origin / religion / Ask on job status Talk rudely Raise your voice race Looking with Turn the gaze away disrespect at the Show a cynical from the person person being smile introduced 17  Etiquette in Introduction Introduce yourself first Say the name clearly Avoid to much hand movement Talk softly & clearly Establish eye contact Smile & shake hands 18  Handshake Styles Not important Gentleman Jealous, grudge, anger Humble / Modest To empower Giving opportunity 19  Handshake Styles First-time meeting / Trust To empower feeling of importance Interested & know each Asking for sympathy & other for some time empathy 20  Tips for Effective Conversation Practice good Focusing on the Avoid talking too listening skills speaker’s eyes long Avoid gossips Avoid degrading Talk to as many Jokes & praises others people must be with good intentions 21 Topics to Avoid in a Conversation Religion Politics Personal Matters 22 Recommended Topics in a Conversation Food Travel Television Hobby Sports Clothes Gardening Arts 23  Manners While a Person is Talking Begin the conversation Eye contact Talk softly with courtesy & a positive attitude Ensure the topic is If praising somebody, completed do it spontaneously 24  Procedures in a Conversation Ensure that the Always aware of Be careful when other person Be calm what is being said using a joke understand the topic Do not be easily Always be aware & Admit your mistake hurt with what sensitive towards other people’s others says to you feelings 25  Things to Avoid in a Conversation Be harsh to the other Criticise / degrade the other person in front of Talk too fast person others Make a fool of the other Speak rudely Showing the wrong person emotions 26  Ways to Conveying Opinion Done voluntarily Opinion must be Based on philosophy, relayed to someone principles & beliefs Be firm & exact with Listener has the right to your opinion refuse / reject opinion 27  How to Say No? Understand the request Be sure & firm when you clearly must refuse Refusing a request Decide for yourself would save you from a lot of problems 28  Expressing Anger & Dissatisfaction Do not critic / put a Control the emotion Express your point person down firmly Never accuse anyone Use the word “I” to Listen to other party show firmness without arguing 29  Excellent Moral in A Conversation Understanding Courteous Dignified other people’s Fair & justice right Generous Firm & self- Self-confidence discipline 30  Guidelines to End Conversation Ensure topic is Alert with uninterested completed signs When you have to You may leave / stop leave: – Excuse yourself conversing when someone else joins you – Smile & leave 31  Tips for Good Social Interaction Practice to remember Consider physical & Be a good listener physiological aspect names when criticise Convey praises from a Smile Respect other’s third party opinions 32  Tips to be a Good Listener Ready to listen Listen with ears & Interested & with emotions sincere motivate Listen to the main Listen patiently Control your emotions points while talking 33  Etiquette Sitting on Chair Keep your feet & knee Sit upright, push in Both hands should be together stomach on the lap Avoid shaking your legs Avoid crossing legs for ladies 34 Standing Up from Chair Avoid bending over Keep your body & too low head straight Use your upper thigh & joints when getting up 35  Etiquette Sitting on the Floor For men – sit with the legs folded Avoid squatting / legs stretched out in For ladies – keep both knees together, bend & tuck the legs Sitting position can be changed for behind towards your bottom at the your comfort right / left, covering the feet with your skirt / sarong 36  Standing Style The body must be erect & the chest should be Facial gesture should always be calm & Head should be straight open & out, stomach energised should be in Chin should be in 90º Hand should be at sides – do not fold arms / put angle arms in pocket 37  Climbing Up Stairs Use your rights feet & Place the whole right leg then left feet to climb on the step before lifting the steps the left leg Do not bend over your Tilt your head a little to body too low see what is ahead of you 38  Going Down the Stairs Climb down with your left Make sure your weight leg is on the left leg Place your hand on the rail Look at the steps & what is of the stairs but do not grip it ahead of you 39  Getting In & Out of a Car Slide in whenever Place your bottom first getting into a car on the car seat, bring in through the front / back both your feet at the seat same time When getting out of the car, bring both legs & then body out of the car 40  Table Etiquette Do not eat Avoid burping Avoid slurping Be a good Talk with tact greedily in front of the soup listener and diplomacy others Accept people’s Do not talk Have a sense of Respect others Apologise to opinions & when there is humour others views food in mouth 41 42 43 44  Napkin Etiquette Placed on the lap & Used to avoid any food Used to wipe / close stick it on your belt / the mouth for specific neck from falling on the lap purpose Get a new one if napkin Fold & leave the napkin If you want to leave for on table if you must a short time, leave it on falls on the floor leave the chair 45  Common Mistakes in Business Dining Put napkin on lap without waiting all the Blowing on soup Chewing ice cubes guests seated Begin to eat without Blowing your nose at waiting all the guests to be served the table 46  Rules Attending Business Dinner with Clients Allow guest to walk Seat with your back Place napkin on lap behind the host when once everyone is escorted facing the door seated When reaching for food, offer to your Allow your guest to guest before helping take the ‘power’ seat yourself 47  Procedures of Having Buffet Style Function Prepare suitable place Main dishes are place Dessert & drinks on a on the main table separate table Suitable for informal Choose menu that Tables & dishes function – day / night appropriate appropriately arranges 48  Ethics in Attending Buffet Function Wait for the host to Avoid cutting line initiate the guests Ladies first Queue up to take your to eat favourite food Taking food If there is a guest of Use serving spoon moderately honour, let them / fork to take the take the food first food 49 Thanks! Any questions? You can find me at ◉ +6019 – 379 9309 ◉ [email protected] 50