17. Personal & Professional boundaries
• Refrain from using office supplies
for personal use
• Refrain from using swear words
• Avoid emotional outbursts
• Don’t groom yourself in public
• Pick up after yourself
• Respect others’ cubicle/office space
18. Office Etiquette
• Be self-aware-use common sense
• Mind your own business
• Avoid strong cologne
• Never ever go over your supervisor’s head
• Obey your company’s business dress attire
• Keep your germs to yourself
• Treat every employee with the same
respect
• Do not post things of an offensive nature
• No matter your job or your title, always
hold yourself to a higher standard
19. Meeting Etiquette
• Always have your calendar, notebook &
pen
• Never bring up personal
problems/issues in a professional
situation
• Avoid “you” talk
• Stay on schedule
• In conference rooms hang back until
power players have taken seats: ends
and middle sides of table are power
seats
20. Office Romance
• Dating a supervisor or
subordinate is absolutely a
no-no
• Any behavior of a sexual
nature on company property
gives the company grounds
for legal action
21. Office Romance
(When it Happens Anyway)
• Expect at the very least an office
relationship will be frowned upon
• Risk loss of credibility
• Difficulty focusing on work
• Don’t use work email or voicemail
systems
• Remember when it ends you will
still have to work with this person
24. Pre-call preparation
• Feel good about your work
• Smile
• Have a positive attitude
• Place the receiver of the telephone correctly
• Organize your desk
25. Answering calls for others
• Identify yourself and the
company
• Offer assistance in the
absence of others
• Do not make commitments
for others
• Take accurate messages
26. Hold procedure & Transferring calls
• Seek permission
• Specify the duration
• Explain the reason for the transfer
• Wait for the customer’s response
• Get back to the customer in the committed time frame
27. Handling complaints
• Listen carefully
• Convey sincere interest and be empathetic
• Agree as often as possible
• Remain calm and courteous. DO NOT
ARGUE!
• Do not interrupt
• Do not blame co-workers
29. Call closure
• Summarize what has been discussed
• Ask if you can provide further assistance
• End on a positive note
30. While closing the call
• Have a pleasant tone and be
courteous
• Don’t sound rushed
• Pause at appropriate places
31. Etiquette Abroad
• Know the various
cultural nuances of the
particular country
• Do your homework
• Problem solving &
issues of protocol and
chain of command
differ greatly between
countries
32. “There are no shortcuts to
anyplace worth going.”
- Beverly Sills
