2. ETIQUETTE
What is Etiquette?
Etiquette is a set of practices and forms which are followed in a wide
variety of situations
Why is Etiquette Important?
It shows a level of respect
It shows Courtesy to others
It influences a persons view of you
What do you think would happen if there was a lapse in
Etiquette?
Negative overall perception
3. THE RULES OF ETIQUETTE
The "rules" of etiquette vary from culture to culture
based on the societal norms of a particular country.
Can you think of anything in Barbados that could be
considered as a "Rule" of etiquette?
4. BUSINESS/CORPORATE ETIQUETTE
What is Business Etiquette?
The set of rules governing proper behaviour in a business
environment
Why is Business Etiquette important?
It presents a seamless, mannered front to the rest of the world,
It increases the respect the world gives the business,
It results in a potentially more profitable corporation
What does Business Etiquette involve?
The polite way to interact with others.
The way you speak or act in the presence of guests
The way you conduct yourself on the phone
5. TELEPHONE ETIQUETTE
Why is telephone Etiquette important?
When you answer the phone you are the representative of the home or
business that is being called
The impression that you make will influence the caller's opinion of your
household or business
What is telephone Etiquette about?
Telephone etiquette refers to a set of rules that apply when people make
calls to others or when they are receiving a phone call
6. WHAT CHARACTERISTICS DO YOU THINK CAN BE
NOTICED THROUGH THE PHONE?
Attentiveness Articulate
Friendliness Helpfulness
Sincerity Confidence
Good Listener Rate of Speech
Smile Greeting
8. TELEPHONE TECHNIQUES
Greeting
Placing a caller on hold
Transferring a call
Taking Messages
Closing the Call
Communication
Dealing with Difficult Callers
10. QUICK TIPS FOR MAKING PHONE CALLS
Identify Yourself and who you represent
State your purpose
Apologise if you call a wrong number
Call at arranged time (if a time was specified)
Leave messages when asked (don’t get angry if you
don’t leave a message and can’t get through later).
Always be courteous (don’t be the “difficult” caller)
12. MULTI - TASKING
Hi, I’m Greg, and
I’m a Multi-
Tasker!!
Check out this site:
http://axelmeierhoefer.wordpress.com/2011/06/30
/finding-focus-in-a-multitasking-world