Top Ten Soft Skills Success

Corporate Etiquette
“ Top Ten Soft Skills for Success “
“

Soft Skills for Success
Etiquette: Introduction, Definition, Origin

q Definition of protocol in general and
politically.
q Definition of etiquette.
q Where does etiquette start ?
q The origin of the word etiquette.

Etiquette: Introduction, Definition, Origin

q Four Things Etiquette is Not
ØA set of rigid rules.
ØSomething for the wealthy or well‐born.
ØA thing of the past.
ØSnobbishness.
q What is Courtesy ?

Etiquette
q Etiquette is a combination of manners and
principles.
Ø Principles are the guiding concepts on
which all manners are based.
• Consideration.
• Respect.
• Honesty.
ØManners tell us what to do in all kinds of
situations and what to expect from other
people.

Why Does Etiquette Matter in Business?
q Business Etiquette is very important for creating a
harmonious work environment and for
representing your company in the best possible
way.
Etiquette positions you to:
Ø Project a positive image.
ØProject confidence and authority.
ØDistinguish yourself from the competition.
ØBuild relationships.
ØDevelop and maintain business.

“I will pay more for the ability to get along with people

I. Impact of your image

Expression Action
Impression Reaction

55%

7%
38% Message
Delivery
Appearance

I. Impact of First Impression

You never get a second chance to
make a great first impression.

I. Impact of the First Impression

q A few things that matter to make a
first positive impression
Ø Deportment.
Ø Smile.
Ø Eye Contact.
Ø Mood.
Ø Clothing.
Ø Attitude.
Ø Attention.
Ø Elocution.

II. The Corporate You
Good manners in the workplace.
q With your staff
The best way to earn respect is to treat
others with respect.
ØAsk others to do things rather than tell them.
ØBe clear.
ØBe polite.
ØLearn people’s names and use them.
ØRecognize that everyone has a life outside work.
ØBe accommodating.


q With your superiors
ØDo your job.
ØTreat your boss with respect and understanding.
ØCall your boss Mr… or Mrs…
ØDress in a style which reflects your corporate
identity.
ØDon’t assume that your boss is your friend.
ØDon’t confuse business entertainment with social
event.

Tips for good manners.
q With your peers
ØRespect the company’s culture.
ØRespect rank and treat it appropriately.
ØRespect others’ privacy and be courteous to them.
ØRespect others’ views and handle disagreements
gracefully.
ØHandle job stress without imposing yourself on
others.
ØExtend courtesies to all members of the company.

q With your clients – you are your corporate
Ambassador
ØRespect your clients’ time.
ØRespect your customers.
ØRespect your clients’ privacy.
ØHandle yourself in a gracious and courteous way
during business meetings.
ØWrite follow‐up letters and thank you notes to
clients.
ØRemember that you represent your company and
your peers.

q
q Offering and receiving compliments
Compliments are directed to a person’s work and
Compliments are directed to a person ’
professional conduct, nothing related to a person’s
professional conduct, nothing related to a person
’
personality or physical appearance.
Always compliment
ØPolitely.
ØPrecisely.
ØPromptly.
ØPublicly.
Always say THANK YOU when getting a compliment
Always say THANK YOU when getting a compliment

q
q Offering and receiving criticism
Giving and receiving criticism is difficult.
Unfortunately, it is a part of the corporate life. It
should be directed to a person’s work and
should be directed to a person ’
professional conduct, nothing related to a persons
personality or physical appearance.
Always criticize Always take criticism
ØPrivately. ØProfessionally.
ØPolitely. ØPolitely.
ØPrecisely. ØPositively.
ØPromptly. ØAppropriately.

III. The Corporate You

q
q Handling office visits and hosting visitors
When you leave the office to visit colleagues and
other associates, your behaviour reflects not only
on you but on the people you’re visiting.
on you but on the people you ’
And how you handle visitors in your own office
speaks volumes about your social skills.

Tips for preparing a corporate visit:
ØMake an appointment – be punctual.
ØLook up your destination on a map before departing.
ØDon’t bring any food or drinks with you to someone
else’s office, unless you’ve been asked to provide food
for the meeting.
ØBe polite to everyone at the office.
ØSit only when invited to do so.
ØDon’t touch things in someone’s office without asking,
even if they look like toys.
ØDon’t read any document, letter, card etc.. on someone
else’s desk unless given to you.

Tips for Hosting
ØProvide clear direction.
ØBe ready on or before time. Make sure your documents
are ready.
ØAlways stand up to greet and shake hands with visitors
entering your office. Move from behind your desk and
sit at the same side as your visitor.
ØClear a comfortable space for your visitors to sit, as well
as some writing space on the desk, if needed –
especially if your office is a “pile file”.

Tips for Hosting
ØOffer your visitors something to drink , such as water,
coffee etc…
Ø Make your time limitation clear up front.
ØEscort you visitors out instead of letting them wander,
especially if your office layout is confusing.
ØAccept only emergency phone calls and concentrate on
your visitor as they shouldn’t be made to feel secondary
to telephone callers.

q Importance of Communication Skills

No matter in which business you are, effective
communication skills are essential for success.

The purpose of good communication skills is your way to
get your message across to others clearly and
unambiguously.
ØVia non verbal channels
ØVia spoken communication channels
ØVia written communication channels

IV. Non Verbal Communication Channels

The distance you stand from others matters.

ØWesterns are comfortable
standing some 2 to 3 feet
apart.
ØArabic and Asian expect
more.
ØLatinos expect less.


q Impact of personal space

Intimate Personal Social Public
zone zone zone zone
6‐18 in. 18‐48 in. 4‐12 ft. Over 12 ft.

Impact of Body Language

ØOur gestures, expressions, body position and
movement convey unspoken messages.
ØSometimes the message expressed by body language
contradicts the verbal message.


q Impact of personal space

Positive Body Language helps you winning your first
impression.
ØEye contact.
ØHead movement.
ØPosture.
ØSit straight in your chair, without slouching.
ØTerritory .
ØWalk with grace and ease.
ØSmile often.

q Body Language Signs
1. Arms crossed 1. Defensive
2. Brisk erect walk 2. Confidence
3. Foot kicking 3. Boredom
4. Tapping fingers 4. Impatient
5. Hands in pocket 5. Dejection
6. Playing with hair 6. Lack of confidence
7. Biting the nails 7. Nervousness, Insecurity
8. Shuffling feet while 8. Anxious to leave the
seated situation
9. Standing with hands on 9. Aggression, Ready to take
hips charge
10. Looking down with face 10. Disbelief
turned away

V. Body Language in Specific Cultures

ØIn Mediterranean countries.
ØIn Arab countries.
ØIn China. One finger point: In most
ØIn India. middle and far eastern
countries, pointing with
ØIn Japan.
the index finger is
considered impolite. The
open hand is used instead,
or, in Indonesia the thumb.

VI. Spoken Communication Channels

Speech Delivery
ØYour voice volume.
ØYour voice tone.
ØYour speech rate.
ØYour elocution.
ØYour accent.
ØYour vocabulary.

VII. Spoken Communication Channels
q Conversation Manners
q
ØStop, look, listen.
Ø

A few hints to conduct an efficient business conversation.
ØThe warm‐up.
ØThe core.
ØThe wrap‐up.

q Good conversationalists all share these abilities

Ø They know how to give and accept compliments
gracefully.
Ø They can talk about many different subjects and are
able to maneuver through conversations about
subjects they know little about without difficulty.
Ø They can quickly discern potential topics of interest to
any given group and steer the conversation in that
direction.
Ø They know when to discuss business and when not to.
Ø They know how to step in to fill in an embarrassing
void in conversation.

q Good conversationalists all share these abilities

Ø They never correct another person’s vocabulary or
grammar.
Ø They involve everyone in the conversation not just
one person.
Ø They have a good sense of humour and are able to
relate stories well.
Ø They can sense when they are boring people.
Ø Abstain from giving wrong information, when not
sure about a subject better to listen and to get
informed.
Ø They don’t gossip.

VIII. Spoken Communication Channels .

q Active Listening Skills
q

Three basic requirements
ØBe there.
ØListen carefully.
ØHear.

IX. Spoken Communication Channels
q Handling Titles and Forms of Address
ØTitles are important in business situations.
ØShifting from formal address to first name basis.

Follow The Guiding Principle.

q Use of Titles in Different Cultures

ØWestern cultures appear to give primary
emphasis to egalitarian communication styles
where status differences are minimized.

ØIn contrast, Oriental cultures give primary
emphasis to respect patterns of interpersonal
behaviour where differences in status among
people are acknowledged.

X. Spoken Communication Channels

q Business Cards Protocol
ØHow to hand out business cards and to whom?
ØDo’s and Don’ts.

X. Spoken Communication Channels

q Business cards protocol in different cultures.

Remember!

Don’t leave home without them

Thank you . . .
Thank you . . .

Top Ten Soft Skills Success

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