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Training: Business Etiquette (Premium)

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Training: Business Etiquette (Premium)

  1. 1. Business Etiquette <br />
  2. 2. “You must discipline yourself to understand that communication is the basis for effective work space relationship”<br />
  3. 3. Communication in the Work Place<br />PROMPTNESS <br />No communication – mail, text messages, etc. , should be left unanswered for 24 hours<br />Make sure to reply every question asked in a mail.<br />Check your email and phone messages first thing in the morning<br />Why?!<br />Not answering leads to <br />confusion, panic and breaks <br />the chain of understanding.<br />“I have received your message”<br />
  4. 4. Communication in the Work Place<br />THOUGHTFULNESSAlways be thoughtful in giving response to messages. Think through the message, put yourself in the eyes of the sender, never be in a hurry to reply messages<br />“don’t sacrifice process for speed”<br />
  5. 5. Communication in the Work Place<br />RESPECTBe unfailingly polite in business communication, except in very exceptional situations – and even then ask yourself “Is it entirely impossible to be polite?”<br />Politeness > Greetings in mails<br />When it comes to some people who are to be respected, then salutations and appropriate sign-offs are non-negotiable.<br />Your choice of words are important as the person only reads and cannot see your body language<br />
  6. 6. Effective Communication<br />“Reduce your emotions to the barest minimum when communicating; all that should remain are the words”<br />Say it!It is not about what you mean-to-say but what you actually say.”<br />
  7. 7. Effective Communication<br />Written & Spoken<br />General Client Relation<br />Meetings & Presentations<br />
  8. 8. Effective Communication<br />Written & Spoken<br />General Client Relation<br />Meetings & Presentations<br />
  9. 9. Effective Communication<br />Written & Spoken<br />Use asterisk, bullet points, numbers, etc., when responding to multiple inquiries. <br />In business writing, avoid business writings that are semi formal, if you are not familiar with the person.<br />Do not write as you would talk<br />Try to say as little as possible – brevity is a strength.<br />
  10. 10. Effective Communication<br />Written & Spoken<br />General Client Relation<br />Meetings & Presentations<br />
  11. 11. Effective Communication<br />General Client Relations<br />Pay attention to every detail – listen attentively/read carefully<br />Accept ALL criticism, because it becomes constructive and not otherwise when you make it to be.<br />Put yourself in ‘em shoes<br />Maintain good relationship with your clients and suppliers; but bend more towards the client’s side.<br />Learn to satisfy your client because every unsatisfied client is money wasted.<br />
  12. 12. Effective Communication<br />General Client Relations<br />“The Client is always right”<br />
  13. 13. Effective Communication<br />General Client Relations<br />Always Imagine :Client = Bank You = Investment<br />Maintain open-line communication with your client at all time.<br />RESPECT ém<br />Do not starve ém with info. Be Available!<br />Staff = Client Relation Officer<br />Walls have ears – do not speak ill of your organization in public<br />
  14. 14. Effective Communication<br />Take advantage of INTERNAL COMPLAINPROCESSespecially for RED that allows for fairness and open communication.<br />
  15. 15. Effective Communication<br />General Client Relations<br />Notify ém of their social mentions<br />Treat people with a smile and cheerfulness<br />“It aint their business if you woke up on the wrong side of the bed”<br />Never raise your voice with a client – you may win the argument but not the war.<br />You can make your point without arguing<br />Have a feedback mechanism in place at all times. No need to wait for criticism. <br />
  16. 16. Effective Communication<br />General Client Relations<br />“Excellent customer relation is based on AGREEMENT and not ARGUEMENT”<br />
  17. 17. Effective Communication<br />General Client Relations<br />Do not hurt the pride of your client, partners and associate. Pride is important to ém all.<br />There is no such thing as “our BIG customers”. All require equal level of respect.<br />One episode can destroy a long-built relationship. Be careful.<br />Be discrete when it comes to disclosing information to your client. They are not interested in your internal policies.<br />Give ém the impression: “I got you on my mind always”<br />
  18. 18. Effective Communication<br />#1 Policy – Do everything to satisfy your client.<br />
  19. 19. Effective Communication<br />Partners Relations<br />Make your suppliers life as easy as possible; don’t take advantage of ém.<br />Treat ém with RESPECT!<br />Understand People! We are made up of EMOTIONS and not LOGIC.<br />Pay suppliers promptly.<br />
  20. 20. Effective Communication<br />COMPANY REPRESENTATIVE<br />Always speak good about your company.<br />
  21. 21. Don’t talk to much but be ready for any question.<br />Everybody is a MARKETER for the organization<br />You can be a superstar by being brilliant, you can be build a super brand with understanding.<br />