COMMUNOICATION & BUSINESS ETIQUETTE

KENNETH OPARAEKOCHA
Basic Business Etiquette
 

Business Etiquette.

The Imperative in Today’s Corporate Environment

 

YOU NEVER GET A SECOND

CHANCE TO MAKE GREAT
FIRST IMPRESSION.
 

I will pay more to get along with

people than for any other ability.
Etiquette-A Definition

The conduct or procedure required by good breeding or prescribed by authority

to be observed in social or official life.

Proper behavior in a variety of settings

Business Etiquette-A Definition

A code of manner which helps to regulate how people behave in an office settings.
 

Business Etiquette – Scope

Addressing people.
Greeting people
Making Introduction
Eating right
Dressing right
Conversing right
Entertaining right
Corresponding right
Scope…

Compliments and criticisms.

Business card savvy
Handling difficult people and situations with
confidence and grace.
Relating with people from varied backgrounds.
Public behavior
(the list goes on and on)
 

Why Bother?
In your position, etiquette is required and respected
Studies confirm its significance
It refines skills needed for quality & excellent service.
It differentiates you in a competitive market.
It prevent your risking your image
It enables you to be confident in a variety of settings with a variety of people
from all works of life

Companion Close
Why bother…
It modifies distracting impolite behaviors and develops admired
conducts.
It helps you represents your organization positively.
It prevents your jeopardizing your relationships fundamental to
success
You treat people with dignity and respect.
Most importantly, ETIQUETTE SKILLS, give you professional
polish, poise and panache,.
So you project the right image with customers/clients.
Professional colleagues and senior management.
THAT BUSINESS APPOINTMENT
Business Appointment
Find out what can about your host-profiling
Arrive a good time for your appointment
Be polite to the receptionist(smile and greet)
Give your name and the name of your host.
Don’t take your tea into host office
Visit the comfort room to freshen up.
Always start by adopting a formal style of address-your personal mastery.
  Continue…
When you are in your host office, keep your jacket/suit unless
your host suggests you remove it, if you do take it up, please
don’t roll up your sleeves.
Do not scatter things around-keep files on lap, keep brief case
on the floor/lap.

Distraction Close
LETS TALK WITHOUT WORDS(BODY LANGUAGE)

Your body language speaks louder than words

 Convey confidence approachability and sincerity.
 Signals-postures, eye contacts, gestures, facial expressions

POSTURES-OBJECTIVE-
Be comfortable and controlled
Stand straight face audience head on.
Keep posture open, hands relaxed and hanging down at
side.ie no hands on hips, no crossed arms, no fig leaf stance-
weakness and timidity.

 No hands joined behind your back-no energy.

GESTURES
No leaning on chairs if seated
No Hands in pockets –nervous
Hands arms and head movements
Do not use a pointed finger
Fist raising is hostile
Vary your gestures
Use palms opening them out to the audience
Always keep arms and gestures above waists
 EYE CONTACTS
Don’t be afraid to make eye contacts
Helps get your message across quickly
For group presentations or meetings and formation, eye contacts is the best.
Do not stare-like your lost
Nod head occasionally

FACIAL EXPRESSION
Your face speaks a thousand words
Be aware of your facial expressions
Avoid arching eye brow
Frowning
Practice smiling and looking pleasant.
In General…

At a meeting seat straight with both feet on the floor.

If you do cross your legs,(ladies), cross them at the ankles.
Erect almost ramrod straight back conveys confidence and competence
Negative messages include slouching, sitting or working too rigidly studying
your shoes hands in your pockets, clenching the fists
Fidgeting
Elbows on table and chin resting at the arm of hands conveys boredom
The right physical distance is key…?
Your dressing sends a strong message across-negative or positive
LETS TALK WITH WORDS
(VOICE & VOCABULARY)
 LETS TALK WITH WORDS(VOICE & VOCABULARY)
The 2 components in how you communicate and how you are perceived are
voice and vocabulary-

A great voice- (cultured ), means

 Easy to understand with good enunciation,(the study of this pronunciation
is elocution…).
 Speak without strain, at a low comfortable pitch.
 Project enthusiasm of the voice rather than fatigue and depression.
 And unaccented voice or a lightly accented voice.
Quality Close
 A controlled volume-neither too soft nor too loud.
TALKING WITH WORDS(VOCABULARY)

Vocabulary- Imaginative and dynamic

Correct and grammatical English is key
No strict talk, obscenities and foul language

If possible, listen as often as you can to a

wordsmith
Be aware of frequently mispronounced words
“ethnic challenges”
PAYING/RECEIVING COMPLIMENTS
THE ART OF GIVING COMLIMENTS
Always be sincere
Be specific
Be timely
Do not make comparisons

RECEIVING COMPLIMENTS
Never say “oh it was nothing”
Do not say “ I could have done even better with more time and
support”
Do not unilaterally upgrade the compliment.
Just say THANK YOU.
 INTRODUCTION- THE RULES
3-Things to expect when you meet people-
Eye contact
A smile
And a hand shake

In strictly social situations, age and gender are the key

With business etiquette, rank is the key

 Introductions
 In business settings, the person of greater authority or importance is
mentioned first.
 Mr/Miss Greater Authority, may I introduce/present Mr/Miss Lesser
Authority.
 Exception to the rule is your client-the highest ranking person in your
company does not outrank your client- “customer is king”
 When introducing two people of equal rank, introduce the one you know
less well, to the one you know better-Mr oldtime may I introduce Mr
newtime
 Introductions
 Look and speak to the greater authority first, look and speak
to the lesser authority next.
 Always include a nugget of information about the person.
 Do not rush through introductions.
 When introducing people of equal rank go back to the old
chivalry guidelines
 Social introductions
 Social etiquette has its roots in chilvary
 Generally men are introduced to women(Miss Obi, may I
introduce Mr Oni)
 If same sex, the junior is introduced to the senior.
 Married couples are introduced individually-not as Mr &
Mrs Attah
 WHEN DO I INTRODUCE MYSELF
 When you find yourself amongst people you don’t know
 When you are overlooked by the person expected to make
the introduction.
 When your seated next to someone at a meal.
 When it becomes obvious that someone you’ve met
previously has trouble placing you
Communication and Business Etiquette

Self Introduction-Right Rules

Always include a nugget of information about yourself.
Always use your first and last name, never a honorific like Mr.
Dr. Professor…

Response to Introductions
Hello Mr. Adesoye I enjoyed your speech this
morning(informal response)
How do you do Mr. Adesoye.
Communication and Business
Etiquette

Its time to shake hands

Communication and Business
Etiquette
Touching is Taboo
 Touching in the workplace is taboo
 Also dragging your arm on someone’s shoulder
 Aswell as putting another person on the back-
even same gender or friend
 Hugs and kisses are out of the question
 Theonly appropriate physical contact is the
handshake
 The handshake…
 It is firm but painless
 It comes with a smile and eye contact
 It starts and stops crisply
 It is comprised of no more than two or three pumps.
 It does not continue through an entire introduction-wait
until the introduction is finished before extending your hand
Communication and Business Etiquette

 Shaking hands- the technique

 Always be ready to shake-leave right hands
free of food, drink, papers, etc.
 Always shake with your right hand
 Never use the handshake to drag the person to
the next introduction
 Ifyour hands is clammy, give it a swift wipe
on your clothing before reaching out to shake.
Communication and Business Etiquette

Shaking hands the-technique

 Plant feet firmly so you don’t rock
 Make eye contact
 Keep your thumbs up and touch webs
before wrapping your fingers round the
other person’s hand
 For women, don’t get too close that eye
contact become a problem
 Circumstances for shaking hands
 When a hand is extended in greeting
 When you meet someone
 When greeting guests host or hostess
 Ehen you renew an acquaintance
 When you say good bye
Communication and Business Etiquette

Get his name right!

Communication and Business Etiquette

The Name Game

Always address people by their correct name and title

Learn to pronounce people’s names correctly when in doubt ask

If you don’t catch the correct pronunciation of names he’s

being introduced for the name to be repeated.

If your name is difficult to pronounce, help out graciously.

Communication and Business Etiquette

Oh dear, I’ve gone blank!

 I’m so sorry I don’t remember your name
 I promise I’ll remember it next time
 I remember your last name-I’ve just gone blank on your
first name
 Oops, I’m so sorry-I’m having a senior moment. Sometimes
I can’t even remember my own name
 Quickly ask for the person’s card
Communication and Business Etiquette

 Tricks for remembering names

 Repeat the person’s name a few times after you’ve been
introduced
 Use the person’s name immediately in the conversation after
an introduction
 Immediately introduce that new person to someone else you
know
 Jot down the person’s name if possible
 Find a word associated with the names-eg Bola-B-Brown
shoes
Communication and Business Etiquette

Here’s my business card

(where’s yours)?
Communication and Business Etiquette

 Business Card Savvy…

 Do not paper the house
 Do not thrust your card on anyone, particularly someone
senior to you-wait until you’ve asked
 When in a group do not pass out your cards to everyone
 Your card should never surface during a meal-only if you’re
on selling side, and the buying side asks for it.
Communication and Business Etiquette

Business cards…
NEVER present a soiled, damaged or out of date card
Be discreet and unobtrusive about giving out your cards at
social functions
Always have your cards with you at all times
Always present your cards with the type side up
Communication and Business Etiquette

Business cards…
When given a card look at it then
look at then owner to connect the
card with a face
Don’t slide card straight into your
pocket without looking at it.
Communication and Business Etiquette

Thank you
 Etiquette in the workplace
Communication and Business Etiquette. Etiquette in the workplace
Communication and Business Etiquette. Etiquette in the workplace

Advantages of etiquette in the Workplace

Generates efficiency
Helps eliminate distractions
Helps you win and keep clients
Creates a pleasant environment in which you can work to your
full potential
 Overview
Some people are harder to work with, than others
Work environment may be stressful, and colleagues downright rude
Small slight, swearing, peevishness and forced smiles can get
under one’s skin.
Temper tantrums, yelling matches, crude displays of power,
harassment of any kind are intolerable
It is key that you’re a positive part of your office environment
That is where good manners come in
In other word, respect for subordinates, peers and superiors.
 A day in the life of…
Before arriving at work
Get a good night sleep
Allow plenty of time
Don’t keep people waiting
Let’s get personal-deodorants etc.
Don’t leave home without it-handkerchiefs/tissues
 Travelling to work
Pack considerately
Be considerate in public transport
Oh ooh-your cell phone’s ringing

After you arrive at work

Open the doors
Greet your colleagues
Camaraderie-within limits
 During the working day
Think BE-making your workday smoother

Eating in-don’t stink up the place

When you ask a question, listen please

You paid him/her a compliment. How nice

No vulgarities please!

Talk to me please-not about me

You’re getting to familiar-don’t cross the boundaries

Laugh with me-not at me

Are you making personal calls again?

Whose responsibility is it?

Too busy? Smile: acknowledge me at least

 Your peers
Always remember, your equal today could be your boss
tomorrow
Let the relationship develop at its one pace
To start with don’t get too familiar
At first contact with a new co=-worker, put out your hand
smile, and say, nice to meet you
If he is new to your office, ask if there is anything you can do
to help him get settled, and where you can be found if needed
 Your superiors
Always observe top management. They set the tone of the
workplace
Address your superiors as Mr. or Ms followed by a surname,
not as Sir or Madam
Don’t use, be careful-rank should always be observed and
acknowledged
 Door etiquette
If you reach a door first, regardless of gender, open it, go
through it.
Hold it to ensure that it doesn’t hit the person following
Men no longer hold doors for women just because they are
women.
If you are in the company of a senior executive, allow him to
reach the door and go through it first
 Doors…
If someone’s arms are laden, hold the door regardless
of the person’s gender or status
When hosting others, you open the door for your
guest and motion them to precede you
For a revolving door, you go first and wait for the
others to come through after you
Always thank a person who holds a door for you
 Smoking…
In general, if you do not see an ashtray, do not smoke
Don’t say, “do you mind if I smoke?”
It is okay to smoke in your office if the coy permits it, but
people may not like the smell
If hosting a lunch it is polite to ask for a table in the smoking
section if your guest is a smoker
Never light up during the meal
 Ethical issues in the Workplace
 Boondoogle (Making private calls on coy. time
 Surfing the web
 Cover ups
 Bribery
 Padding bills
 Cheating
 Lying
 Stealing
 Ethical issues
Rearranging the truth on your tax form
Showing favoritism to certain customers/clients
Making deals with customers/clients
Begging from customers/clients
Flirting with customers
Sex in the workplace
 General executive Manners
 Its assumed you have talent & business savvy
 To be admired, respected & liked, add a kind heart, an
awareness of others, a sense of humor
 Do not gossip
 Do not put down anyone in front of others
 Always give credit where credit is due
 Always make reference to team effort
 Keep your promises
 Return phone calls within 24 hours
 General executive Manners
Answer important mails within the week
Be punctual for all appointments
Inform everyone who should be informed on mutual projects
Help younger staff members with their training
Promptly return anything borrowed from a colleague in perfect
condition
Err on the side of generosity
Also err in the side of caution-do not throw caution into the
wind(when in doubt please ask questions)
Always repay hospitality & acknowledge favors
 General executive Manners…
Drop a line congratulating someone who has performed well
Enthusiastically defend at any level of mgmt., a colleague who
has been wronged
Know how to dress on bus/soc occasions, so your org. can be
proud of you
Never ever boast
Show compassion to a colleagues who has had bad news
Don’t waste coy. Time with idle chatter or personal calls
 General executive Manners…
Support for a colleague who is ill, or hospitalized remember to
thank all the little people who do all the work at major events
Don’t discuss your sex/love life
Cheers up a colleague who feels discouraged
Always write a personal note to thank one for a meal, gift or
favor.
 General executive Manners
Avoid aggressive behaviors-leaning into people, pointing at
others etc.
Avoid “adjusting” in public
Avoid interrupting others
Avoid bringing odorous food to the office
Avoid spitting, nose picking, scratching in public
Avoid playing loud music in the office
Thank you
Customers do not complain…
They just pass it through
To colleagues, family
Providers, Boss
Staff, Friends
Passengers
Sports team
Neighbors
Kids
Mum
You
Customer Care Etiquette
 Corporate Taglines
 We give excellent service
 Service our watchword
 Incredible service-that’s us
 We believe in service
 A passion to serve
 Service-our second nature
 Our service second to none
 We make the difference
 Its all about you

 Just say and believe in “YES WE CAN” Mindset

Who is a customer?
A person with whom one has dealings.
 Who is a customer?
He is the reason my job exists
The most important person to my company
We depend on him for our living he is the purpose of
our work
He comes because he needs our services
He is not a cold statistic. He is a human being with
emotions and prejudices like us
What does the customer want?
To feel in charge
Respect
Fairness
Information
Options & alternatives
Confidence
Approval & appreciation
Care
Understanding & empathy
Positive attitude
3 Basic Elements of Customer Service

 Expand your definition of service

 Reconsider who your customers are

 Develop a customer friendly attitude

What is Customer Care All About?
 Its all about..
 Keeping The Service Promise
 All declarations of intent made by insurance and perceived
by customers as promises, must be met

 Companies win business by promising service and retain

business by keeping this promise
 Its all about…
The 5 sec. telephone response
All phone calls to the org. should be answered within 5 secs
Every second lost diminishes good will and credibility of the
company
Staff should give name when taking calls
The telephone is often the first & last contact a customer will
have with your business
 Its all about…
Active Listening
Comfortable eye contact
Nodding positively
Leaning forward demonstrating empathy
Submerging anger/irritation
Avoiding interrupting customers
 Its all about
 5 mins. Maximum waiting time
 No customer should ever wait more than 5 minutes for
service
 Think queue busting
 Its all about…
Positive employee attitude
Every interaction with a customer must be conducted in a
courteous, friendly and positive way, with a genuine show of
interest
Positive attitude are reflected in the simple things of
life(warm smile, friendly words, genuine display
of interest, a sensitive glance, a welcome piece
of unsolicited advice, a thank you etc.).
A positive attitude must emanate from you
 Its all about…
Proactive communication
When things go wrong, get to the customer before he gets at
you
Ring up & explain the problem
When things are ok, communicate it
Contact customer to find out how they are doing and whether
they are satisfied with the product/service
 Its all about…
Honesty & openness
All communication from the organization to the customer must
be on a completely open & honest basis(no lies, distortions)
Honest & openness should permeate every facet of customer
service
When you hide the truth, the customer will ultimately discover
it.
 Its all about…
Systems reliability
The system for proving service to the customer should always
work…
There should be a system for everything relating to the
customer
For ensuring that immediate action is taken when any aspect of
the service fails
For ensuring that feedback from customers and their requests
are acted upon.
 Its all about
Swift Reparation
Immediate action must be taken, without hesitation, to redress
any defect or shortfall in service to the customer
A drag in problem resolution will alienate the customer related
problem arise
 Its all about
Being in the know…
Of product
Of service
Of the organization
Of how to get things done
Of how to get problems resolved
Of the names of their regular customers
This will give your customers confidence in you
 Its all about
Front-line ownership
Whoever the customer happens to speak to must take direct
responsibility for ensuring that that customer is dealt with
satisfactorily
*Shunting* problems irritate & alienate the customers
Ultimately, senior managements’ attitude has to be positive
 Its all about
Those little extras
Customer expectations should frequently be exceeded by the
provision of unsolicited little extras
Come up with innovative ways of pleasing the customer
This is exceeding customers’ expectations.
 Its all about
Attention to details
The fine detail of customer service should always be near to
perfect
Pareto law-80% of customers alienation comes from getting
20% of the wrong
Standards of the organization are judged on the details
 Its all about
Immaculate appearance
Image is everything
With customers, if things don’t look good, they are not good
Customers will judge the service by the appearance of the
company and of the person
Appearance of the organization must be positive
 What do customers want?
To feel in charge
Respect
Fairness
Knowledge
Confidence
Approval & appreciation
Care
Positive attitude
 Who is a difficult customer?
A dissatisfied customer

A customer who wants more than you have given

An uninformed customer

A customer with a complaint

 Why is the customer difficult?
Defending his ego
Insecure
Feel ignored
Feel poorly treated
In a bad mood
Confused and overwhelmed
Under the influence of drugs or alcohol
Lack of information
Tired and frustrated
Types of difficult customers

Angry

Nasty

Seething and silent

Demanding

Constant critic

Weirdo

Argumentative
 Levels of complaints

 Voicers

 Passive

 Irates

 activists
 Voicers

 They are the desirable of dissatisfied customer

 They tell the company about something that does not please them

 They do not go to tell a bunch of other people

 They are interested in getting a redress for their situations

 They are basically friendly customers to the company who want to do

business with us
 Passive

They don’t complain

They keep coming back at least for a while

They will not tarnish the image of the company by telling

anyone else
 Irates
(Customer that never comes back)

They don’t complain to the company but tell a lot of people

about the bad service of the company and stop patronage

The company looses the opportunity to regain the irate

customers loyalty because they never come back
 Activists

They are the most potentially dangerous of all complainers

They are out for more redress and seek revenge in the court of
law.
 Irate callers

Get off on the right foot

Smile before you answer the phone

Use the ASAP technique

 The 7 C’s of customer delight
Courtesy-Be polite & listen through
Contact-Stay in touch
Communication-Give correct information
 Think Customer Service

 Think solutions
 Think Problem Solving
 Think Excellent Communication skills
 Think Customer Friendly
 Think Customer Delight
 Think Professionalism
Thank you
 Dining Skills-(Etiquette)
Why bother?
Gives you self confidence
You can focus your attention on those dining with you(business
or social)
You make a positive impression
 General Sequence…
Generally, start from the cutlery farthest
From your plate, moving in towards plate.
As you seat, napkin is placed on your laps
You will use your butter knife & plate for the bread
You will use your soup spoon to drink your soup quietly
Your fish fork will be used for your fish dish
And salad fork for your salad
 General Sequence…
When dinner is served, you will use your fork & knife
Finally, after the meal, you will use either your desert spoon or
fork(depending on what is served) for your desert.
 General Tip

 Never do anything until the host does it first –this includes

sit, put your napkin on your laps, eat, put your napkin on the
table and leave.
 Cutlery(Silverware/Flatware)
 Hold cutlery with your fingers, not fist
 Don’t lift cutlery very high above your plate
 Blade faces in, and touch inside plate
 Don’t wave your cutlery into the air to emphasis a point.
 Teaspoon goes on saucer besides cup, once you’ve picked it
up
 Napkins
Please napkin on lap when you first sit down.
Dab delicately, don’t blot or rub your face
When you leave the table temporarily,
place napkin on your chair, and push chair gently under table.
At end of meal, host places his napkin on the table and you
follow suit.
Don’t refold napkin at end of meal, scrunch it and place loosley
on table to the left of your plate
 Chewing

Never chew with your mouth open

Never talk with food in your mouth

 Appearance/Posture

Do not rock back in the dining chair

Do not prop yourself up with your elbow

 Bread

Tear bread into bite-size pie and butter each piece just before
you eat it.
 Teeth Picking

Absolutely gross at the table.

If you feel very uncomfortable, go to the bathroom and pick to

your heart’s content.
 All about Talking
If someone leaves the table, don’t ask where.

Don’t talk about health, good or bad, sex, religion or politics.

Don’t announce your visit to the bathroom.

 Other Tips…
Don’t dunk your food
Cut only enough food for the next mouthful

After eating, do not push your plate away

Don’t push your chair back from the table

Never blow on liquid or food to cool it.

If you belch, cover mouth with napkin and say “excuse me” to no one in particular
 Other Tips…

Never season your food before tasting it

If someone at table takes any medication, don’t comment on it.

Turn off your cell phone until dinner is over

After the dinner, leave at the appropriate time, and do not ask for a doggy
bag

Blot lipstick to avoid leaving a trail on stemware or flatware

 Other Tips…
Avoid talking with your mouth full
Don’t reach across the table to get something, ask the closest
person to get it for you
Don’t overload your plate
When cutting meat don’t saw back and forth with your knife
Don’t touch your head at table don’t smack your lips
Please do not rinse your mouth or gaggle at table
 Style of Eating-American
Fork is used to eat, & held in the right hand
Fork is transferred to the left hand while knife is held in the
right for cutting only
Knife is then put down on edge of plate(blade facing in)
Prongs of fork face upward when bringing food to mouth
Hands on lap when not in use
 Style of Eating-Continental
 Knife remains in the right hand and fork left
 After food is cut knife is used to push onto fork
 Prongs of fork face downwards usually when food is lifted
to mouth
 Hands remain above the table from the wrist up when not in
use
 The Wine
 Red wine and brandy glass are generally held by the bowl
 At your place setting, the largest glass is the water goblet
 The tall thin glass is the champagne flute,
 The red wine glass is larger than the white wine glass
 The sherry glass (if any) is the smallest
 Those Signals
 When you finish a course, signal the server with your
flatware by placing fork in the 10:20 position on the plate-
prong down
 If you wish to stop eating temporarily during a course and
don’t want the server to remove your plate the knife and
fork are crossed on the plate with the fork over the knife and
the prongs facing down
Bon Appetit and Thank You!
 Managing your time

 What is time management?

 The process of controlling your life through your use of

time
 Advantages of managing your time
 You determine what you value in your professional &
personal life
 So you direct your efforts accordingly
 You learn to balance the many pressures on your life
 Helps you avoid burnout & stress
 Allows you to be more effective
 Phase of Time Management
 1- Analysis
 Where does my time go?
 What drives my use of time?
 Do I waste time unnecessarily?
 When is my peak time?
 Are there interruptions I can manage strategically?
 Log activities for a week
 And time spent on each
 Phase of Time Management

 1- Analysis

 Tally activities into categories-phone calls, appointments,

meetings, administrative work, report writing & analysis

 Examine log

 Identify patterns of usage

 Phases of Time Management
 2a-Planning
 Set your goals
 Make them SMART
 What tasks support my goals?
 Break goals into manageable tasks
 How much time can I allocate to each task?
 Schedule your time
 Use a daily planner or calendar
 Phase to Time management
 2a-scheduling
 A written commitment to accomplish task in a specific time
frame
 Gives you a chance to visualize your days
 If schedule looks overbooked, revisit priorities
 Keep only top priority tasks & activities on schedule
 Scheduling Tools

“To-do” list

Appointment calendar

Daily & weekly planning guides

Daily management software & hardware

Wall calendars
 Steps to manage your time
 Break goals into manageable tasks
 Review each goal
 List key tasks required to support that goals
 Put them in sequential order
 How much time will each task require?
 Priotize each task using AB&C categories
 Steps to manage your time
 A-goals & tasks- high value, primary concern
 B-goals & tasks-medium value, secondary importance
 C-goals & tasks-little value, little importance
 Take you’re a tasks & block into time slots
 Use e a daily, weekly or monthly scheduling tools
 Identify & deal with time wasters
 Time Wasters
 Anything that keeps you from doing things that have more value &
importance to you
 Interruptions
 Unexpected visitors
 Telephone calls
 Meetings
 Paperwork
 Procrastinations
 Travel
 Steps…
Adhere as closely to your schedule as possible
Mostly as changes occur
The more you do it, the more automatic it becomes
Monitor & evaluate your schedule
Check progress against schedule @least once daily
Time’s up

and

thank you!
Cultivating professional presence
 Outline

Corporate Dressing

Personal Grooming

Personal Fitness

Posture & Gait

 Dressing to Deliver

The first impression is to the last

impression
 First impressions
It takes 10-20 seconds to make a first impression
10 additional encounters to change a negative impression
93% of the impression is based on what they see
The clothes you wear, how you wear them are vital to your total
appearance
Until another formal communication takes place
PERCEPTION IS REALITY
 To reinforce the first impression
created…
 Make an entrance working with purposeful steps
 Begin your conversation with words of praise or thanks
 Make sure your grooming is beyond reproach
 Gum, tobacco or cigarette do not enhance your visual image
 Overview
Your attire sends a resounding message-serious, conservative,
creative, sloppy, etc
Good manners require appropriate attire
Radical dressers don’t last long in an organization
People will overlook your positive qualities when you dress
inappropriately
 Overview…
In business you are not dressing to express your personal taste,
but to have a positive impact on your superiors and colleagues
Your attire must convey seriousness, efficiency, competence,
ambition, self confidence and reliability
Look to your superiors to ascertain the tone
 Dress code
Most companies have a dress code, written or unwritten,
spoken or unspoken
Obey the spirit as well as the letter of the code
Disobedience implies disrespect for your organization, your
superiors and your colleagues
 Appropriate Style For Financial
institutions
Suits are de rigour
Accessories are simple and understated-good watches,
understated jewelry, gold or silver earrings of average size,
studs,(not for men please)
Make up and hair should be soft pedaled-not too heavy, not
completely without
Shoes should be low to medium heels
 Appropriate Style…
Skirts should not be too tight or shorter than the kneecap
Busy prints do not reflect quiet confidence
For men, necklaces, bracelets and earrings are a no no
For men, jewelry should be restricted to a good non digital
watch, wedding ring and understated cufflinks
 Dress Down Fridays
This varies from company to company
Do not go overboard
For women, skirts teamed with camisoles, or tank tops and a
blazer, pant outfits, culottes suits, long skirts and tops in
African print, several high quality t-shirts, a dark jacket
Pumps or loafers(trainers or slippers look tarty)
 Dress down…
For men slacks, no ties and comfortable shirts, or polo shirts
tucked into pants
Blazers or jackets
Khakis(with brown belt please)
Smart shoes e.g. loafers
Generally unacceptable items are jeans, shorts, trainers,
sneakers and slippers
 In general…
Keep it simple sophisticated-KISS
Dark colors conveys authority
Bright colors convey friendliness
Light colors such as taupe and khaki are generally more casual
than black, grey or navy
 Business Social Functions
Written invitations often specify dress notification in the lower
right hand corner
If there is no indication call host in advance
If it’s an annual event ask a colleague who’s attended, and
whose judgment you trust
 Talking about Clothes
At work compliment people on their work not their clothes
Never ask people where they got their clothes from
Never ask how much they paid for it
If you are asked, either ignore it, say you do not remember, and
change the topic
 Handling Compliments at Social
Functions
Just say “thank you” or, I’m glad you like it.
It is not necessary to return the compliment if there’s nothing to
compliment one about
 Accessories Make The Man
A good leather belt is key
Belts should be 1.25 to 1.5 inches wide
Always wear a belt with a shirt
A starched linen pocket handkerchief adds authority
 Accessories make the man
Small gold sterling silver cufflinks are a sound investment-
plain gold heavy square cut ones are classic
An elegant dress watch is a worthwhile investment
Wear only a wedding band or singlet ring
Wallets and briefcases should be thin
 And the woman
Handbags should not be large
Buy the best you can afford
Dark leather is by far the best choice
You may carry a briefcase in lieu of a handbag
If you carry a handbag, keep it small and coordinate it with
your briefcase color
Belts should be leayther-1/2 to ¾ inch thick
Coordinate color to your outfit
 …and the woman
 Jewelry should neither be too loud glittery nor ostentatious
 At work, medium sized earrings work best
 Avoid rings on your right hand
 Gold, silver, or real pearls are a sound investment
 Dangle earrings do not look professional
 In general…
Eyeglasses tend to make one look authoritative, intense and
serious
Briefcases should not look too tired
A good briefcase is a sound investment(actually 2- a slim one
for meetings and a larger soft sided one for daily use)
 Assembling your Wardrobe
 Think investment dressing
 Quality endures and is universally recognized
 Dressing correctly requires a well planned wardrobe
 Avoid extreme fashions
 What’s appropriate to your workplace culture
 Assembling your wardrobe
 What do you want to say about yourself or organization?
 What kind of work will you be doing?
 Before you go shopping check out the dress code of your
company
 Men’s Basic Wardrobe
 Suits
 At least 2 suits, navy blue, black, charcoal grey or
pinstripes(in some businesses)
 Look for quality, fabric, fit and proportion
 Double breasted-a no no for the portly
 Looks better on men with athletic build
 Shorter men look better with 2-button spacing with narrow
lapels
 Taller men-4-button spacing with broader lapels
 …Suits
 Your suit fabric should never shine, or change colors in
different lighting
 Never pair the top of a business with a pair of casual slacks-
only a blazer or sports jacket does the job for a casual look
 …Suits
 When standing or walking, button the top button of a 2-
button jacket, the top & middle button of a 3-button jacket

 Unbutton your jacket when sitting down

 Double breasted suits are always buttoned up

 Basics
 Blazers: business wardrobe should include 2 versatile
blazers in lighter fabrics. You never go wrong with dark
blue blazers
 Trouser: 3 pairs of dressy trousers in colors that will match
your blazers.
 Pleated trousers are dressy and comfortable
 Shirts: at least 3 white shirts. Add a few plain, stripped or
checked shirts for variety.
 Multicolored shirts-fashion catastrophe
 Basics…
 Ties: Allows you to add color to your ensemble
 Tall men need extra long ties, while heavy-set men need
wide ties
 Buy the best you can afford-silk is best
 At least 5 different ties will be useful
 The more color your tie comprises, the more conservative
the design should be
 No cartoon prints please!
 …Ties
 Wear your bright or interestingly patterned ones with your
most conservative dark suits
 Plain ties go best with striped shirts
 Multi-colored designed ties work best on plain shirts
 Pick up a color from your shirt for your tie or vise versa-
instant color co-ordination
 Ties should end at the top of your belt
 Basics…
 Braces: if you wear braces don’t wear a belt
 Braces should come with silk and leather fittings and co-
ordinate with suit and tie
 Shoes: a classic pair of black leather shoes later on, brown,
oxblood and camel to compliment your suits
 Coordinate your shoe color with your suit color-(black
shoes with charcoal, black or navy suits)
 Basics…
 Socks-wear dark colored socks(generally black or gray) to
coordinate with your suit
 Wear khaki colored or dark brown socks with khakis
 Patterns should not be too ostentatious
 Socks should come in cotton, wool, or silk
 Socks should be mid calf or full calf in length
 White socks/no socks are unacceptable in business
 Basics…
 Watch your socks when you sit down-no hairy legs please!
 Holes in your socks are a downright downer
 Combine the hole-socks with scuffed-up shoes.(TROUBLE)
 Women’s Basic Business Wardrobe
 Thank investment dressing
 Try clothes with your shoes on
 Know your body type & dress accordingly
 Suits: The keys are fabric, fit and comfort
 Skirt suits: At least 2 in sober but versatile colors-black,
navy, brown, charcoal, taupe, grey, forest green
 Quality: fabrics such as light wool, or cotton & linen, with a
blend of stretchy fabric
 Cut, proportion and fit should be just right
 Basics…
 Pant suits: These should come in sober colors, and should fit
correctly
 Black and navy are versatile
 Shirts: At least one white/cream and 3 other solid or striped
colors will do
 Should fit properly and be made from quality fabrics
 Transparent fabrics are inappropriate
 Avoid tiny peter pan collars please!
 Basics…
 Camisoles: At least 3, in simple colors
 Scarves: A couple of colorful scarves will add variety to
your suits-silk is best
 Busy scarves do not work patterned clothes
 Shoes: A pair each in black, tan/brown, blue
 Leather pumps in low heels are elegant and serviceable
 Open toe sandals, mules, or shoes are inappropriate
 Women’s basics
 Never wear revealing slinky or glittery dress at the office
 Never try to look like a man or little orphan Annie either
 Never be boring-think versatility and variety
 Dress in fashion-you want something that will look just
right on you-but don’t commit style suicide please!
Personal Grooming
 Grooming-What is it?
 Its all about making an effort to take care of the condition of
your skin, nail, teeth, hair and body
 Its about looking healthy and finished
 It is more important than being well dressed
 It is more important than what you say, or how well you say
it
 Good grooming requires attention to deal
 It can make or break your reputation
 Good Grooming…
 Good grooming prevents you from ageing before your time
 For men, there is nothing masculine or macho about being
poorly groomed
 The era of the scruffy looking male is over
 Though palms, smelly feet, dirty nails, smelly underarms,
kicking breath, sandpaper skin are a no no for today’s
professional
 Good Grooming-The Basics
 For both sexes good grooming begins with a good bath at
least once daily
 This is followed by a good moisturizer(for your skin type)
 And followed by an antiperspirant deodorant-this is more
important than perfume
 Underarms should be kept shaven to reduce sweating and
odour
 Good Grooming…
 For men, a facial deep antiseptic cleanser will nix the
problem of bumps and pimples associated with shaving-
This gives a permanent smooth face
 Hair should be clean and well groomed-for men, regular
shampooing and conditioning will help maintain a healthy
head of hair.
 For men, facial hair if kept at all
 Women’s grooming-hair
 Hairstyles convey a message
 Hairstyle should flatter facial shape
 Generally, hair off face looks more professional
 Should require minimum maintenance
 Avoid inappropriate extremes
 Should look & smell clean & fresh
 Shampoo regularly
 Condition after every shampoo
 Steam 2ce a month
 For coloring, use gentle ethnic lines of products
 Women’s grooming-Skin & Make-up
 A good skin care regimen is key
 Cleanse, tone & moisture 2ce a day
 Harsh products damage the skin
 Makeup should be present but subtle-it should enhance your
natural features not create new ones, 2 rules are, less is
more, simpler is better
 Make up creates polish look
 Can instantly brighten appearance & attitude
 Skin & Make up…
 Well chosen color lightly applied looks natural
 It is key you use a light base(foundation)
 Lipstick is key, while lip pencils help to hold color
 The key to make up application is blend, blend & blend
 Eyebrows must be well groomed to give a balanced clean
impression
 Nails
 Men & women should get regular manicures
Nails should always be kept scrupulously clean & well
groomed
It is also good to use clear polish
Nails should bot be too long
Personal Fitness
 Fitness
Being fit enhances your overall appearance
A faithful exercise regime will improve your posture and
carriage
Will affect your personality positively
Will make you feel and look focused and confident
Helps to defuse anger frustration and stress
Will add zeal to your day
 Fitness…
 Going to a gym regularly is a good idea home exercise may
be jogging, on the spot jogging, jump rope, step aerobics
 It is key you do something you enjoy
 JUST DO IT REGULARLY
Posture & Gait
 Posture
A good sense of body posture enhances your confidence as you
approach people
Tighten your bottom and hold your head up by pretending
there’s a string holding it up-Stand erect
Sit with head up high, legs if crossed should be crossed at the
ankles
For instant posture, roll one shoulder back, keep it there, roll
the other back
 Gait
 Your gait can say a lot about you-sloppy, efficient,
confident, smart, timid, etc.
 A stride evokes a visual image of confidence and belief in
oneself
 Walk with your head held up high
 Your steps should be tight and smart, not heavy
 Walk in a straight line
 Always hold in your tummy
Thank you!
Executive Telephone Manners
 …because good manners
make good business
 Phone Strategy
Treat call as if it were a meeting-have a purpose & agenda
Decide what to do if someone else answers the phone-leave
message, voicemail or callback
For a scheduled call, be @ your desk @ appointed time
Learn the names of the people who answers the phone &
numbers you call most frequently. Create a fantastic rapport
with them
 Attitude-its your call
You can control your attitude
 Be friendly from the start
A good reception implies a good company
 Buffer words…
 Words that help warm the relationship
Good morning
Good afternoon
Good evening
Thanks for calling
Happy holidays
Have a nice day
 Bureaucratic Bounce

 Avoid this through job knowledge & training

 Take full responsibility for the phone call

 Company Jargon

 Avoid this-speak on the callers level

 Control Conversation

When caller digress too much…

…get back on track
 Cell Phone Etiquette
 Always notify the other party that you’re on a cell phone
 Never use at a table in a restaurant
 At a function, meeting or conference, turn it off
 Have a back-up message service or voicemail
 In public, avoid loud conversations
 Holding-for a person
 Try to service the call immediately yourself-e.g. Mr. Adamu
is on another call
 I’m not sure how long he will be
 Let me have your name & number and I’ll see that he gets
your message
 “Can I take a message” is weak & ineffective
 Holding-for information
 Best to ask if the caller is able to hold
 Give a visual clue of what you’ll do to help while you’re
gone
 If you’re able to hold, I can get that information for you, but
I need to check the computer. Are you able to hold?
 Wait for a response
 On return to phone, thank caller for holding
 Give the information needed-thanks for holding, I have the
information you needed
 Internal calls
 All internal customers should be treated equally
 Answer your phone the same way each time
 Irate Callers
 Smile before you answer the phone
 Use the ASAP technique
 Apologize & acknowledge Caller’s Feelings
 Sympathize with the caller, Empathize!
 Accept the responsibility-let me see how I can help, My
name is Ekeneme, I’m operations head
 And I'm speaking with…
 Prepare to help
 I’m Sorry
 Never start a sentence with “I’m sorry”-I’m sorry Mr.
Nnunu is not in the office

 You may say you’re sorry when you offend one

 Message Taking
 Do not miscommunicate or mangle
 “Can may I take a message” is weak & ineffective
 Offer to help instead-Mr. Umuasa is in a production meeting
till 2pm. This is his assistant, Ann. How can/may I help
you? What can/may I do for you?
 Monogram The Call

 Use callers name as often as possible

 Mouth Noise
 No mouth noises over the phone
 As well as eating, drinking, chewing gum
 Don’t breath heavily down the phone
 Politeness Counts!
 People before paperwork always
 Remember your “please, thank you, You’re welcome, have
a nice day, happy holidays”
 Always return calls-you may lose or gain a client
 A smile always is welcome
 Makes your voice tone, warm, welcoming & friendly
 Use apology buffer when phone rings more than 3 times-
I’m sorry it rang so long, Cornerstone Insurance, this is
Kenturkey
 Three Part Buffer
 Sets the tone for the conversation
Good morning
Cornerstone Insurance
This is Idiot
 Toxic Telephone Phrases
 I don’t know
 Just a second
 No at the start of a sentence
 We can’t do that
 You’ll have to
 Instead say:
 …Telephone Phrases
That’s a good question. Let me check & find out
It may take me a few minutes to get that information, are you
able to hold while I check on that?
Eliminate it at the start of a sentence
That’s a tough one. Let me see what I can do
What you’ll need to do…
 Zest
 Zest/enthusiasm is key
 Helps you enjoy your job
Thank you!
Score Points With Your
Business Writing
 Business writing…
Traditional business letter still key in transmitting printed
messages
Act as an ambassador for the company
First impressions count good quality stationery is key
Ensure high standards for email & memo
High stds. Suggest high stds in bus generally
 Business writing…
 It’s all about accuracy, brevity, clarity & courtesy
 You can only get better with practice
 Good writing pays great dividends
 It displays the ability to convey info clearly its dividends are
immediate & cumulative
 Its style must be simple & straightforward
 Good business writing must be reader centered
 Reader-centered writing…
 Always put your reader’s needs first
 Think, draft, edit & organize from reader’s viewpoint
 Reader-
 centered writing benefits your organization, readers & you
personally
 Purpose of business writing
 To inform
 To persuade
 To express
 To build goodwill
 Presentation of business letters

 Structure your communication, language and tone

1 Presentation of The Business Letter
 Printed Stationary
Paper used expresses personality of company
Letter headed will comprise
Company name
Full postal address
Contact numbers-tel. fax & email
Registered number/registered office
 Layout

 Arrange in one of 4 styles-block, modified block, semi-block and simplified

 Block style now the most widely used method for docs
 Style considered businesslike in appearance
 Straightforward & easy to follow
 All lines begin at the left margin
 Lists, tables, figures, etc. are indented
 Paragraphs within the body of the letters are separated by a single line space
 No indentation for new paragraph or closing section
 One line spacing between paragraph
 Open punctuation often used
 Continuation Pages
For second/subsequent pages of business letter
Show just company name & logo
Don’t include anything @ foot of previous page to indicate a
further page follows
Should contain 3-4 lines of typing
Start new page with new paragraph
 Parts Of A Business Letter
 Reference
 Date
 Inside address
 Special markings-confidential, attention
 Salutation
 Heading
 Complimentary close
 Name of sender & designation
 Enclosures
 Copies
Other Methods Of Communication
 Memoranda
 Written message from one person to another(or several) in
same organization
 Serves several purposes
 To provide information
 To request information
 To inform of actions, decisions
 Memoranda
 All memoranda consist of 5 parts

 To:
 From:
 Date:
 Re:
 body
 Memoranda format
 No complimentary close is necessary
 Leave space for signature
 Name & designation not necessary
 Enc/Copies if appropriate
 The Fax
 Sent between branches of same companies
 Or external business associates
 Fully blocked style is used
 Include main heading-FAX MESSAGE
 Salutation may or may not be included
 Heading(in caps)should state main topic of message
 Body should be composed similarly to a business letter
 A complimentary close is not necessary
 Signature
 E-mails Are Fun But…
 Key messages appear in the subject line
 Subject line includes what you’d like reader to do, or when
action is needed
 Subject must be as specific as you can make it
 Structuring Your Communication
 4 point plan
 4 point plan
 Applies equally to all business communication
 Introduction(background & basics)
 Why are you writing
 Background and basics-refers to previous letter or document

 Details(facts & figures)

 Give instruction
 Provide all relevant details
 Separate into paragraphs for separate themes
 Ensure a logical flow
 4 point plan
 Response? Action
 What action is necessary by the recipient?
 What action will you take?
 A conclusion
 Close
 A simple relevant closing sentence
3-Language & Tone
 Language & Tone
 Be reader-centered
 Anticipate reader’s needs, wishes, interests & problems
 Use plain language
 Put your message across in a natural way
 Use a courteous style
 Use informal rather than a too formal style
 Ensure a correct grammar, spelling & punctuation
 Present document so it looks good, gives impression of
efficiency and reliability
 Language & Tone
Follow the ABC rule

 Accurate-check facts carefully

-include all relevant details
-proofread thoroughly
 Brief -Keep sentence short
-use simple expressions
-use non-technical language
 Clear -use plain simple English
-write in an easy natural style
-avoid formality or familiarity
 Language & Tone
Be courteous and considerate
Use appropriate tone
Write naturally & sincerely
Come straight to the point
Use modern terminology
Use simple words
Include essential details
Be consistent
 Checklist
Before signing any document, ask yourself
Will it be understood?
Is the tone appropriate?
Is the language appropriate?
Long winded phrases, old fashioned terminology?
Are the essential details included & accurate?
Is it brief, clear & courteous?
Are spelling, grammar & punctuation correct?
Is it structured logically?
Does it look attractive, well displayed & considered?
Thank you!