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![1. MAKE SURE THAT
BODY LANGUAGE,
YOUR WORDS &
TONALITY
ARE CONGRUENT –
[ ALIGNED AND SENDING THE SAME MESSAGE ]](https://image.slidesharecdn.com/officeetiquette-210610083515/75/Office-etiquette-36-2048.jpg)
![2. MAINTAINING EYE CONTACT –
[ EXPRESSION OF YOUR INTEREST ]
3. IMPROVE YOUR VOICE CULTURE –
[ MAKE IT INTERESTING ]
4. BE POSITIVE, PRECISE AND CLEAR –
[ ~ “Don’t forget to complete the work by tomorrow.” ]
[ ~ “Please remember to complete the work by tomorrow.” ]
5. GOOD LISTENING
6. WELL-TIMED PAUSES](https://image.slidesharecdn.com/officeetiquette-210610083515/75/Office-etiquette-37-2048.jpg)
![12. COMMUNICATE WITH CONFIDENCE
13. PRACTICE THE ART OF COMMUNICATING
ON PAPER
14. COMMUNICATION IS IRREVERSIBLE
~ communication cannot be reversed
[ reversible processes – water and ice
irreversible processes – milk and coffee ]](https://image.slidesharecdn.com/officeetiquette-210610083515/75/Office-etiquette-39-2048.jpg)
Uploaded bySaad Hossain Tapu
Office etiquette
The document provides tips for effective communication and customer service. It emphasizes treating customers with respect, as they are the most important part of any business. Good communication skills are important when interacting with customers, such as making eye contact, speaking clearly, and actively listening. The customer's needs and satisfaction should be the top priority.
In this document
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Focus on teamwork, communication, and fostering a supportive environment for success.Importance of setting high aspirations and a long-term vision for personal and team growth.
Emphasis on attitude, its impact on life, and the importance of positive thinking in achieving goals.
Highlights the significance of effective communication strategies in personal and professional contexts.
Highlights the importance of understanding and respecting customers as integral to business success.
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Office etiquette
- 3. Always beon time Talk about your life outside the office when it's appropriate Give credit where credit is due Avoid gossip Mutual understanding
- 4. Don’t putothers down. Don’t act superior. Manners do matter. Pick your fights carefully. If you are going to confront: ◦ Do it privately. ◦ Get calm. ◦ Know what you want for an outcome. ◦ Seek the other person’s “buy-in.”
- 6. “Coming together, stayingtogether, working together and succeeding together” Be someone, Somewhere Someday… …but NOT Somehow ...Dr. Naomal Balasuriya
- 7. T A team comprisesa group of people linked in a common purpose. ( it is for long term) ~ Together ~ Everyone ~ Achieve ~ More E A M
- 8. • “……..a groupof interacting individuals sharing a common goal” • “… a living entity” • “…about not having a boss” • “…the best way to continue your learning” • “…built with blood, sweat and tears” • “… is like the organs of the human body” • “… is like the parts of a car put together”
- 9. • Great ! Whatmakes a team a world class team? • Special ! • Unique ! • Extra Ordinary ! • World Class ! Together Everyone Achieve More • Video BIRD
- 10. 1. The desireto be world class “I am the greatest… I said that long before I Knew that…” - Mohammed Ali “What ever you touch change it into gold”
- 11. “………… a dreamin action” “What you want to achieve before you die gives you meaning in life” “How things will be, where, with whom, What you will be doing and how you will feel ” CSF’s…contd. 2. WORLD CLASS Vision What is vision? “A long term dream”
- 12. “A computer onevery table, In every Home, In every country In the world” ~ Microsoft “To be a competitor to the US Postal Service” ~ Fred Smith
- 13. “I want theworld to have a coke” ~Roberto Goizueta-Coke Practical Example….
- 14. “The greatest dangerin life is not setting our aims too high and falling short But… Setting them too low and actually achieving them” ~ Michael Angelo
- 15. Dependability Common Goal Remove loneliness Compassionship Support Full filling goal Communication Same feeling Empathy Bonding Togetherness Trustworthiness Understanding Mutual respect Common Focus Team Spirit Cohesiveness Sharing attitude
- 17. Attitude is amental position relative to way of thinking or being. Yes, It is all a matter of Attitude. If you think you can’t, you’re right again. If you think you can, you’re right.
- 18. The Positivethinker sees the Invisible, feels the Intangible, and achieves the Impossible. Choose your attitude Your choice of attitude can decide the out come of your life. Negative thoughts have no power unless you empower them. What is Attitude
- 20. UNLESS YOU AREVERY CLEAR ABOUT YOUR EXISTING THOUGHT PATTERNS AND THE NEED FOR INCREASING THE DESIRABLE POSITIVE THOUGHT PATTERNS YOU CANNOT IMPROVE YOUR POSITIVE ATTITUDE
- 21. 1. WHERE AREWE NOW ? 2. WHERE DO WE WANT TO GO ? 3. HOW WILL WE GET THERE?
- 22. BE DISCIPLINED. SELF –DISCIPLINE IS THE FOUNDATION ON WHICH ALL SUCCESS IS BUILT. SELF – DISCIPLINE IS THE ESSENCE OF RESPONSIBLE PERSONAL EFFECTIVENESS.
- 23. THE SUREST WAY TOPROMOTE YOURSELF IS TO HELP OTHERS TO GET AHEAD.
- 24. OUR ATTITUDES CONTROL OURLIVES. ATTITUDES ARE A SECRET POWER WORKING 24 HOURS A DAY, FOR GOOD OR BAD. WE MUST LEARN TO HARNESS THIS GREAT FORCE. OUR ATTITUDE DETERMINES OUR ALTITUDE. VIDEO
- 27. THE QUALITY OF YOURLIFE IS THE QUALITY OF YOUR COMMUNICATION, BOTH WITH YOURSELF AND OTHERS.
- 30. Why is communication important ? •Inspires confidence • Builds respect • Helps make friends • Reveals your ability to others • Develops a distinct personality
- 32.
- 33. 10 June 202133 PEOPLE ARE INFLUENCED, PROBLEMS ARE SOLVED, CHANGES ARE FACILITATED, EXCELLENT RELATIONSHIPS ARE DEVELOPED, DESIRED RESULTS ARE ACHIEVED, AND SUCCESS IS ENSURED.
- 34. 10 June 202134 IS NOT JUST GETTING THE MESSAGE ACROSS BUT ITS ACCEPTANCE FROM ITS INTENDED RECEIVERS WHICH CAUSES THE EXPECTED BEHAVIOUR FROM THE RECEIVERS OF THE MESSAGE ONLY THEN, THE RECEIVERS WILL BE WILLING TO CONVERT THE COMMUNICATION INTO ACTION
- 35. 10 June 202135 Love is so caring… COMMUNICATION INCLUDES BODY LANGUAGE, TONALITY OF VOICE & THE WORDS YOU USE. 55% + 38% + 7% =
- 36. 1. MAKE SURETHAT BODY LANGUAGE, YOUR WORDS & TONALITY ARE CONGRUENT – [ ALIGNED AND SENDING THE SAME MESSAGE ]
- 37. 2. MAINTAINING EYECONTACT – [ EXPRESSION OF YOUR INTEREST ] 3. IMPROVE YOUR VOICE CULTURE – [ MAKE IT INTERESTING ] 4. BE POSITIVE, PRECISE AND CLEAR – [ ~ “Don’t forget to complete the work by tomorrow.” ] [ ~ “Please remember to complete the work by tomorrow.” ] 5. GOOD LISTENING 6. WELL-TIMED PAUSES
- 38. 7. SUMMARISING 8. EMPATHIZE 9.COMMUNICATION MUST APPEAL TO BOTH MIND AND HEART 10. KEEP THE COMMUNICATION SIMPLE
- 39. 12. COMMUNICATE WITHCONFIDENCE 13. PRACTICE THE ART OF COMMUNICATING ON PAPER 14. COMMUNICATION IS IRREVERSIBLE ~ communication cannot be reversed [ reversible processes – water and ice irreversible processes – milk and coffee ]
- 41. Talk naturallyto your audience Vary the tone, pitch and volume of your voice Make eye contact with your audience Use visual aids where appropriate Rehearse your talk and check your timings. Stay focused throughout your presentation Don’t Plan Gestures
- 43. Habit #1:Get Your Bearings Habit #2: Challenge Conventional Approaches to Targeting Habit #3: Take a Stand—Make Your Brand Stand for Something Habit #4: Invest in Early Implementation Planning Habit #5: Select the Most Profitable Product, Not the Most Appealing
- 44. Habit #6:Apply Big Picture Shopper Insights All Along Habit #7: Embrace a Continuous Improvement Approach to Marketing Planning the Path to Purchase
- 46. Who’s the customer? Customeris the next person who gets your finished job
- 47. • The mostimportant person in any business. • Is not dependent on us. We are dependent on them. • Is not an interruption of our work, but the purpose of it. • Is part of our business – not an outsider. • Does us a favor when they come in. We aren’t doing them a favor by serving them.
- 48. •A customer isnot just money in the cash register. They are human beings with feelings and deserve to be treated with respect. •Is a person who comes to us with their needs and wants. It is our job to fill them. •Deserves the most courteous attention we can give them. They are the lifeblood of every business.
- 49. • The Customeris the business’ biggest asset • The Customer pays all our salaries wages and bonuses • The customer will go where he/she receives the best attention • There is no profit, no growth, no jobs without the customer Hence, You must be your customers’ best choice!
- 50. 1. Patience 2. Attentiveness 3.Clear Communication Skill 4. Knowledge of the Product/Service 5. Ability to Use "Positive Language“ 6. Acting Skills 7. Time Management Skills
- 51. 8. Ability to"Read" Customers 9. A Calming Presence 10. Goal Oriented Focus 11. Ability to Handle Surprises 12. Persuasion Skills 13. Tenacity 14. Closing Ability 15. Willingness to Learn