1. SEMINAR
ON
TELEPHONE ETIQUETTE, OFFICE ETIQUETTE,
E-mail ETIQUETTE
TEAM MEMBERS:
SHAHEEN(45)
SAFEER(25)
KHALEEL(15)
EJAS(5)
RAJESH(35)
SUHAIL MK(55)
2. Etiquette
Also known as decorum, is the code that governs the
expectations of social behavior, the conventional
norms. It is a unwritten code, but it may involve form
or into a written code.
Etiquette helps individuals behave in a socially
responsible way. In simpler words, etiquette
transforms a man into a gentle man.
Etiquette is 80% common sense and 20% kindness.
3. Telephone etiquettes
What are Telephone Etiquettes ?
Telephone is an important device with the help of which
people separated by distance can easily interact and
exchange their ideas. Got a brilliant idea and want to
convey it to your friend staying out of the country, use
the telephone. Telephone is one of the easiest and
cheapest modes of communication
4. Telephone etiquettes - An individual needs to follow a set of
rules and regulations while interacting with the other person
over the phone. These are often called as telephone etiquettes. It is
important to follow the basic telephone etiquettes as our voice plays
a very important role in creating an impression of our
personality, education, family background as well as the nature of
job we are engaged in. The person giving the information is called
the sender and the second party is the recipient.
5. the various telephone etiquettes
Always remember your voice has to be very pleasant while
interacting with the other person over the phone. Don’t just start
speaking, before starting the conversation use warm greetings like
“good morning”, “good evening” or “good noon” depending on the time.
Never call any person at odd hours like early morning or late nights
as the person will definitely be sleeping and will not be interested in
talking to you.
In any official call, don’t use words like” Any guess who I am? “as
the person on the other side might be occupied with something and
can get disturbed. Always say “Is it Ted?”, and do ask him, “Is it the good
time to talk to you?” and then start communicating. If the person
sounds busy always wait for the appropriate time
6. •Make sure your content is crisp and relevant. Don’t play
with words, come to the point directly and convey the
information in a convincing manner. First prepare your
content thoroughly and then only pick up the receiver to start
interacting.
•After dialing, always reconfirm whether the person on the
other side is the desired person whom you want to interact
with. Always ask “Am I speaking to Mike?” or “Is this Jenny?”
before starting the conversation.
•Always carefully dial the numbers, never be in a rush or dial
the numbers in dark as it would lead to a wrong call. If by
mistake you have dialed a wrong number, don’t just hang
up, do say sorry and then keep the phone courteously
7. •Never put the second party on a very long holds. Always keep the
information handy and don’t run for things in between any call as the
listener is bound to get irritated.
•While interacting over the phone, don’t chew anything or eat your food.
First finish your food and then only dial the number. If you are
reading, please leave the book aside, first concentrate what the other
person wishes to convey and then continue with the book.
•After completing the conversation, don’t just hang up. Reconfirm with the
receiver whether he has downloaded the correct information or not and do
end your conversation with pleasant words like “Take care”, “nice speaking
with you” and a warm bye. Never say Goodbye.
•Always speak each and every word clearly. The person on the other hand
can’t see your expressions so remember your tone should be apt to express
your feelings in the correct form.
8. •Don’t take too long to pick up any call. If you miss the call, make sure you
give a call back as the other person might have an important message to
convey. Avoid giving missed calls at work places as it irritates the other person.
•In professional talks, never keep the conversation too long as the other person
might be busy. Always keep the content crisp and relevant and do come to the
point after formal greetings.
•If you are not the correct person and the speaker needs to speak to your fellow
worker always say “one moment please- I will call him in a minute”. If the
colleague is not in the office premises, always take a message on his behalf and
don’t forget to convey him when he is back.
•Decrease the volume of the television or turn off the speakers while speaking
over the phone as noise acts as a hindrance to effective communication
9. •If there is any disturbance in the network, don’t just keep speaking for the sake
of it; try to call after sometime with a better line.
Remember--- All the above telephone etiquettes must be practiced for an
effective and healthy telephonic discussion and smooth flow of
information.
10. Mobile Phone Etiquettes
(Mobiquette)
Cell phone is a boon in today’s world but can be a
disturbing element if not used in the appropriate
way. It tends to distract the person using it as well as
others who are around.
Mobiquette refers to certain guidelines that
individuals need to adhere to while using the
hand phone at the workplace
11. Always keep your cell phone in the silent or vibration
mode at the work place. Loud ring tone disturbs
employees who are around.
Remember office phone is only for official purposes. Don’t
circulate your official number amongst all your
friends and relatives. Keep a separate phone for personal
use. Making personal calls from official phone is simply not
expected out of a sensible professional.
Don’t activate film songs or jokes as caller tunes for mobiles
meant for official use. It leaves a bad impression on clients
or external parties who might call you
12. •Never shout on the phone. Always be soft and polite. Avoid using abusive or
foul language.
•Be careful with your phone. Never leave it at other’s workstations. It would waste
yours as well as your colleague’s time. Try not to carry cell phone to restrooms.
•Greet the other party well. Start your conversation with a warm “Hello”. The
way you talk matters a lot in verbal communication. The other party can’t see
you; it’s your tone which makes the difference.
•Speak clearly. Never chew anything while speaking over the phone. It is
important to concentrate while attending an important official call.
•Be clear about what you intend to communicate. It is advisable to keep related
documents handy. Don’t make the other person wait. Always keep a notepad and
pen with you to jot down important points.
13. •Make sure your mobile calls do not hamper your productivity. Don’t
go for long personal calls at workplace. Be crisp and precise.
•It is bad manners to pick calls when someone is sitting with you unless
and until it is an emergency.
•Extension fixed phones are meant to be used by everyone at the
workplace. Don’t treat it as your personal property.
•Avoid calling any of your clients or colleagues before 8 in the
morning and after 8 in the evening. The other person might be busy
with his family or friends and definitely would not pay attention to your
conversation.
•Switch off your mobiles while attending important
meetings, presentations or seminars. In case of an emergency, move out of
the place to attend the call.
14. Internet and Email Etiquettes -
Netiquette
Communication plays a pivotal role in getting things
done in the right way. Employees should pass on
information in its desired form across all related
departments. Playing with information is considered
strictly unethical. Prefer written modes of communication
over verbal communication.
Email is considered a reliable mode of communication as
there is written record of transaction for future reference.
Netiquette also called Internet Etiquette refers to a set
of rules an individual needs to follow while
communicating through mails, writing blogs, sharing
views on online portals or any other online forum
15. some Internet Etiquette
Make sure emails are self explanatory. The other person should
understand your views and ideas.
Don’t use capital letters in emails unless and until it is the first
alphabet of a word. Turn off the CAPS lock key. Emails written in all
capitals are considered rude and loud.
Be crisp. Lengthy emails are seldom read. Never ever deviate from the
actual topic.
The subject line ought to be meaningful and relevant. Through
subject line employees can quickly know what is written in the email.
Start your mail with formal greetings.
16. •Format your emails correctly. Justify your text. Break the complete
message into short paragraphs with equal spaces in between. Use bullets
–points wherever required.
•Keep all related members in loop. Do mark a blind copy to your
reporting boss for him to know what you are up to?
•All official emails must have signatures at the bottom. Your signature
should include your name, your company’s name, your designation and
contact details. Make sure your signatures do not have incorrect
information.
•Avoid writing offensive emails to anyone. It worsens the situation. It
is always better to sit with the other person and discuss issues face to face.
•Take care of your font style and size. Official emails should ideally be
written in Arial style with a font size of twelve. Emails written in various
colours and designer styles are considered unprofessional and childish.
17. •Make sure you reply to all your mails. Don’t add members just for the sake
of it. Don’t send mails to individuals who have nothing to do with your
information. It is a sheer waste of yours as well as their time.
•Don’t write anything in your mail which might fall back on you. Read your
mail twice before hitting the send button.
•Employees should not open illegal or porn sites at workplace. Read
carefully the terms and conditions before opening any website. Do not open
any site which might harm your office computer.
•Take care of spelling errors, punctuation marks and grammar. Wrong
spellings irritate the readers. Be polite and soft in your communication.
•Avoid using short forms or abbreviations in official mails.
18. Office Etiquette
Competition is at its height in today’s world. Getting a good
job and maintaining the post is a challenge for you. We
should follow office manners in every professional field.
Office etiquette are the social values and rules you add at
you workplace.
Office etiquette is mixture of some important social values
like politeness, respect to others and friendly behavior with
your colleagues. We also need to be disciplined and
punctual to cultivate good office etiquette.
Office etiquette reflects your attitude and behavior. The
best thing will be if you adjust in your office environment
and accept the rules made by the organization. You can
have a have better career with proper office etiquette.
19. •It is important to respect other’s privacy. Don’t check anyone’s mails in his
absence.
•The mail meant for a particular individual should be marked only to him. Do
not mark anyone else in bcc. Communicate with him in private.
•Use words like “regards”, “thanks”, “yours sincerely” to close your mails.
•Avoid attaching heavy files to your mail.
•Do not upload objectionable photographs in any networking site
.
•Respect the other person’s views while sharing information on various online
forums.
20. •Always act with honesty and dignity
•Chewing gum and popping bubble gum in the presence of co-workers is neither
cool nor dignified
•Never do it whilst attending customers
•Wear appropriate office attire, for example correct footwear, not thongs (flip
flops) - they are strictly casual or beachwear
•No exposed midriff to display tattoos and body piercing.
•Be neat, clean and as conservative as the business requires you to be
•We are put off by smelly people. So, be sure to shower regularly and use a suitable
deodorant.
•Do not cough or sneeze in anyone's direction. Use a tissue, if possible, to contain
the germs and then say "Excuse me“.
•The essence of good manners and etiquette is to be respectful and courteous at all
times and with everybody
21. •Therefore, treat your co-workers, cleaners, maintenance people and others
with respect and courtesy.
•Good office etiquette is easily achieved by using common courtesy as a matter of
course
•Keep your interruptions of others to a minimum and always apologise if your
intrusion is an interruption of a discussion, someone’s concentration or other
activity.
•Show respect for each others workspace. Knock before entering.
• Show appreciation for the slightest courtesies extended to you
•Be helpful and co-operative with each other
•Brush up on your computer skills so help others
•Aim to improve your other workplace skills and attributes too
Speak clearly without shouting. Loud people are a vexation.
•Say, “Please; Thank you; You’re welcome”, as part of your
everyday courtesy
•Be discreet and compassionate in your criticism of a co-worker
•Don’t gossip about any co-worker’s private life
.
22. •Do not try to sell things to your colleagues
• Say, “Please; Thank you; You’re welcome”, as part of your everyday
courtesy
•Be discreet and compassionate in your criticism of a co-worker
•Don’t gossip about any co-worker’s private life
• Don’t hover around while waiting for a co-worker to get off
the phone. Leave a note for them to call you or return later
•It’s not a good idea to take your iPod to your office. It hinders
communication
•Avoid sexist comments about a co-worker’s dress or
appearance
23. •Surveys show that the office know-it-all proved to be the
biggest gripe amongst co-workers. Don't be a know-all
•Take responsibility for your mistakes, apologise and go about
correcting the mistakes
•Apologies' if you are clearly in the wrong. If in
doubt, apologies' anyway. It’s no big deal
•Never blame someone else if it is your mistake. If your boss
criticizes your work, enquire about what precisely is wrong
with it. Consider the comments, discuss them amiably if you
disagree with the comments but defer to the bosses opinion if
he/she is adamant
24. •The boss always gets the benefit of the doubt. Don’t
argue with the boss (however, there are standards of
etiquette for employers too.
• Make new employees feel welcome and comfortable
around you. Don't be a busy-body
•Office etiquette means being thoughtful when
interacting with your peers
•Keep your work area tidy. Try not to be messy
•Show consideration for other people’s feelings
•If there is conflict, do not get personal in your remarks
•It is extremely rude to arrive late for a meeting
•It is ruder still to not attend at all. Having a good
excuse does not exonerate you
25. •Do not dominate the meeting. All communication must take place
through the chairperson
•Do not interrupt another speaker
Pay attention to the proceedings quietly. Don’t shuffle your papers
•It is ruder still to not attend at all. Having a good excuse does not
exonerate you
•Do not dominate the meeting. All communication must take place
through the chairperson
•Do not interrupt another speaker
26. •Pay attention to the proceedings quietly. Don’t shuffle your papers
•Do not leave the meeting until it is closed by the chairperson
•Never be petty or small minded in your behaviour
•Always be particularly respectful to those olderthan yourself even if they
are junior to you in position
Your elders are generally more mature in judgement and life’s experiences
and this deserves your respect even in the workplace
Practice good manners and office etiquette at every opportunity; even in
the toilet
‘Mute’ your cell phone in the office.
