Professional Etiquette - Communication, Grooming, Email and Workplace
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Best practice to portrait yourself as a true professional in the IT industry.
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Professional Etiquette - Communication, Grooming, Email and Workplace
- 1. Portrait yourself as a Professional in IT Industry
- 2. Portrait yourself as a professional in, • Grooming • Behavior at work (work place etiquette) • Direct Communication • Writing Email • Social Media 99X Technology | Rashmika Nawaratne
- 4. What would you do? > Which part of your body is the best place to apply fragrance? > How many times you need to wash your hair/body to stay clean all the time? 99X Technology | Rashmika Nawaratne
- 5. Staying Clean 99X Technology | Rashmika Nawaratne
- 6. • Dandruff • Bad Breath • Ear Wax • Body Odour 99X Technology | Rashmika Nawaratne
- 7. Clothing 99X Technology | Rashmika Nawaratne
- 8. • Wear clean clothing • Dress in style • Wear a decent fragrance • Wear clean and polished shoes 99X Technology | Rashmika Nawaratne
- 9. What would you do? > Which part of your body is the best place to apply fragrance? > How many times you need to wash your hair/body to stay clean all the time? 99X Technology | Rashmika Nawaratne
- 11. Always be punctual and manage time wisely • Be on time for work • Be on time for meetings • Manage time between projects • Manage time between extra activities 99X Technology | Rashmika Nawaratne
- 12. What would you do? > You find hair in your food > You accidentally spill drink on your colleagues expensive sari > You are hosting a dinner for about 10 people at a restaurant. You have ordered the food for everyone. You have also indicated where they should sit. Are you right in doing so? > At a meeting, where do you place your phone? > You receive a call once you are at a meeting. What would you do? 99X Technology | Rashmika Nawaratne
- 13. Know your limits • Limits when having fun • Your limits around other employees • Addressing others • Limits when saying jokes 99X Technology | Rashmika Nawaratne
- 14. What would you do? > Your senior / lead calls you machang. How should you address them back? 99X Technology | Rashmika Nawaratne
- 15. Be positive, and don’t gossip • If there is something you disagree, communicate to the relevant authority • Don’t take office issues outside • Don’t instigate gossip 99X Technology | Rashmika Nawaratne
- 16. What would you do? > Your are at a meeting with Anura ayya. He mention something bad done by another intern and ask you to tell others not to behave as such. > And now you are at lunch with your colleagues. You explain the issue and one person ask to whom that happened. 99X Technology | Rashmika Nawaratne
- 17. Your image is like the weather: Noticed only when extremely good or extremely bad 99X Technology | Rashmika Nawaratne > It reflects through your conversation and written words
- 19. • Difficulty in seeing other people’s point of view • Interrupts communication Exchange • Achieve goals often at other’s expense Passive • Indirect and hesitant in expressing views • Trust others but not self • Degrading your knowledge level • Allows others to make decisions for self 99X Technology | Rashmika Nawaratne Aggressive
- 20. Assertive Communication • Express honestly and directly • Active listener • Consider others’ feelings • Confident on self • Flexible 99X Technology | Rashmika Nawaratne No one judges you on how right or wrong you are, but whether you exist or not!
- 21. What would you do? > You are having a chat with your lead. Where/how do you keep your hands? > Where do you look at when you talk? 99X Technology | Rashmika Nawaratne
- 22. Good Meeting Manners • Positive body language • Contribute effectively and actively • Listen • Constructive criticism • Arrive prepared and on time for meeting • Take Notes, decide on action plan and ACT! 99X Technology | Rashmika Nawaratne
- 23. Tips for professional communication • Responding to Criticism - AAA • Address the mistake (example: “You’re right….”) • Apologize (sincerely) • Accept responsibility (example: “It won’t happen again.”) • We against I • Showing Appreciation • Most important motivator for most employees is appreciation • Ex: I really appreciate the fact that you stayed late to help me finish this project. Thank you so much. 99X Technology | Rashmika Nawaratne
- 24. What would you do? > You are at your desk. There’s a bad odor coming from your neighboring colleague. What would you do? 99X Technology | Rashmika Nawaratne
- 26. Sending • Courteous greeting and closing. • Address appropriately and correctly spell the names • Spell check • The right tone • Correct formatting, structure of mail. • Brief and to the point • Always end your emails with "Thank you," "Sincerely," "Best regards" - something! 99X Technology | Rashmika Nawaratne
- 27. Sample Greetings • Could you please…… vs. Could you….. ,please? / Could you… • Would you be so kind as to… vs. I'd be grateful if you could…. • Kindly… vs. Could you… • Immediately / without further delay vs. • As this matter is urgent, I would appreciate a reply as soon as possible • I would be grateful for your prompt reply • I look forward to hearing from you as soon as possible • I look forward to hearing from you at your earliest convenience (Slightly old-fashioned.) 99X Technology | Rashmika Nawaratne
- 28. Formatting • No fancy fonts • Use emoticons sparingly to ensure your tone and intent are clear • Typing your emails in all small case gives the perception of lack of education or laziness 99X Technology | Rashmika Nawaratne
- 29. To, From, CC, BCC, Subject • Meaningful subject line • To: field for those who you would like a response from • Cc: field for those who you are just FYI'ing • Use BCC when mailing to a group of people whom themselves don’t know personally (Ex. Registration form) • BCC your supervisor/lead when you send a mail outside of the company. (For customer project work or Uni Relation work) 99X Technology | Rashmika Nawaratne
- 30. Forwarding • No fun forwarding chains and hoaxes • If someone asks you to refrain from forwarding emails they have that right and you shouldn't get mad or take it personally • Don't forward anything without editing out all the forwarding (other email addresses, headers and commentary from all the other forwarders) • The sender should be okay with you forwarding 99X Technology | Rashmika Nawaratne
- 31. Attachments and Quick Messages • When only an attachment is sending • “PFA” – Please find attached • Describe about the attachments if multiple attachments • Quick Messages • Subject: Meet me before 5.30pm <eom> 99X Technology | Rashmika Nawaratne
- 32. Acknowledging • Always acknowledge emails you get in a timely manner (Ex. Noted. Thank You.) • If you are in “To” list, acknowledge/reply to the mail • Reply within 12 hours (Sooner the better, shows your responsiveness) • Don’t abuse the “Reply to All” • Read your email before you send it • Answer all questions & more • Avoid long sentences • Forgetting the attachment 99X Technology | Rashmika Nawaratne
- 33. If You are on mobile 99X Technology | Rashmika Nawaratne
- 34. I do whatever I feel to do. This is me and this is how I roll! And I don’t care what everyone else is thinking!!! But, While being yourself, you have to uphold the status of many; Parents, School, University, Organizations you work for and your Profession! 99X Technology | Rashmika Nawaratne
- 35. 99X Technology | Rashmika Nawaratne Respect cannot be demanded, but only be earned!
Editor's Notes
- So I will be giving you some insights on… The first thing: Direct Communication – How to talk and listen in a way to get maximum out of it and importantly make the other person feels respected. Email – How to be professional and responsive in email. Telephone – Make the conversation efficient as possible Skype – How to use skype in a professional manner Facebook – Build your professional image using FB
- Hand, Neck and chest. I’m not a doctor. But when I read across, it was said, around 2-3 times a week shampoo your hair
- Next thing is Email etiquette. This is very important because, most of the places we communicate with other employees, and clients via email. So yourself is defined by how you mail!
- Being on time shows you that care, reduces stress, it gives others an idea that they can trust you If it’s an interview you will be kicked out from the first day/ wasting time of important people When you are in the industry you will be assigned to several projects sometimes.
- First will see about direct communication. This is about how we communicate with our peers, seniors and our subordinates everyday. And how we behave in meetings.
- There are 2 extremes in communication. Difficulty in seeing other people’s point of view – If its against your view, you do your best to cut him off Interrupts communication Exchange – don’t listen, but just into the middle and disturb the communication Achieve goals often at other’s expense – as in other view points and better ways ----- Passive, most people I’ve seen are like this. Indirect and hesitant in expressing views – scared to talk in front of the crowd/or a meeting/or to tell your honest opinion. Trust others but not self – not having the confidence Degrading your knowledge level – thinking others are better than you Allows others to make decisions for self
- Express honestly and directly – But there is a catch also. Before say something, think if what you are saying is relevant to the context and will it hurt or offend the other person. Active listener – don’t dream while in a conversation. Consider other’s feelings – You can be direct but sometimes it could hurt. Ex. When you work, you may have a different idea to work on than the lead. If lead asks you to do it his way, don’t directly say his way is not correct, but if I do it on my way, it would better. Confident on self – trust yourself. If you feel something is right, just go ahead and tell. No one judges you on how right or wrong you are. But whether you exist or not! Flexible – Always be open to flex your opinion but don’t do that too much.
- Positive body language – don’t sleep. Don’t touch your mouth or teeth. Sit professionally and listen. Contribute effectively and actively – re enumerate the clarifications and places which you didn’t get. Listen Constructive criticism – You may have to tell negative opinions. Don’t tell this won’t work directly. Compliment for the courage to give that suggestion, and you can tell, “you also can do something like this….” Arrive prepared and on time for meeting Take Notes and Decide on action plan and ACT!
- Responding to Criticism: It was my mistake and I apologize for what I did. I assure you it won’t happen again.
- "I want to discuss something that's awkward, and I hope I don't offend you. I have noticed you have had a noticeable odor lately. It might be a need to wash clothes more frequently or shower more, or it could be a medical problem. This is the kind of thing that people often don't realize about themselves, so I wanted to bring it to your attention and ask you to see what you can do about it.“
- Next thing is Email etiquette. This is very important because, most of the places we communicate with other employees, and clients via email. So yourself is defined by how you mail!
- Courteous greeting and closing. – Don’t start writing right away with no proper address. Address appropriately and correctly spell the names Spell check – having typos is equally bad. The RIGHT TONE (Choose the words that reflect your meaning. A few additions of the words "please" and "thank you" go a long way!) Correct formatting, structure of mail. (Type in complete sentences) – You are not writing an sms and you have a full keyboard. Use it correctly. Brief and to the point – because people don’t want to waste long time on one email. Always end your emails with "Thank you," "Sincerely," "Take it easy," "Best regards" - something!
- Will share, and you can go through these sample greetings. 1. Could you please…… Putting "please" after "could you" makes it sound as if you have already asked the person to do something, and that you are reminding them again. It makes you sound exasperated with the other person. Instead, you could write "Please" at the beginning or the end of the sentence. Please could you send me the details of the insurance policy? Could you send me the details of the insurance policy, please? Alternatively, omit "please", as using "could you" is already polite enough. 2. Would you be so kind as to… This phrase makes you sound almost sarcastic, as if you think the other person is likely to refuse your request. In business, a person doesn't need to be "kind" to do something: it's generally their job! Instead, use a phrase such as "Could you…" or "I'd be grateful if you could…." to make a request. 3. Kindly… This word makes you sound angry, or that you think the other person is incompetent and can't do their job properly. It's much better to use a phrase such as "Could you.." to give instructions to someone. 4. Immediately / without further delay Avoid using these. If something is urgent, use the following expressions: "As this matter is urgent, I would appreciate a reply as soon as possible." "I would be grateful for your prompt reply." "I look forward to hearing from you as soon as possible." "I look forward to hearing from you at your earliest convenience." (Slightly old-fashioned.)
- There may be some occurrences your tone seems demanding. You can use emoticons in such places. And some just go on typing in all small cases.
- Subject line – ‘resume’ or CV BCC your supervisor/lead when you send a mail outside of the company. (For customer project work or Uni Relation work) – Because Anura ayya or the person in charge should know what’s happening.
- No fun forwarding chains and hoaxes If someone asks you to refrain from forwarding emails they have that right and you shouldn't get mad or take it personally – In most companies they do. Don't forward anything without editing out all the forwarding (other email addresses, headers and commentary from all the other forwarders) The sender should be okay with you forwarding
- Always acknowledge emails you get in a timely manner (Ex. Noted. Thank You.) If you are in “To” list, acknowledge/reply to the mail Reply within 12 hours (Sooner the better, shows your responsiveness) Don’t abuse the “Reply to All” – Ex. Company mail on birthday. Send only to sender if its just an acknowledge/but then again it depends. Don’t leave out the message thread Read your email before you send it – Something happens to me all the time. (In 99X I don’t know if you can but in Gmail make the setting as wait 30 seconds to undo the mail you just sent) Answer all questions & more Avoid long sentences Forgetting the attachment – Before mail, attach them. http://www.advantage-positioning.com/wp-content/uploads/2013/06/23_Rules_of_Corporate_Email_Etiquette.pdf http://photos.state.gov/libraries/vietnam/8621/ppts/proskills_emailetiquette.pdf
- There could be unavoidable typos due to auto correction and formatting issues. So you should better mention it.
- Of course using FB and all is very personal thing. I just got these ideas by looking at the professionals whom I respect. Ex. Mano, Dr. Sanjiva, My HoD
- Final thought: Doesn’t matter how senior you are, if you are not adhering to good practices you will loose the respect!