top ten soft skills success
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Corporate Etiquette Corporate Etiquette “ “ Top Ten Soft Skills for Success Top Ten Soft Skills for Success “ “
Etiquette: Introduction, Definition, Origin
q Definition of protocol in general and politically.
q Definition of etiquette.
q Where does etiquette start ?
q The origin of the word etiquette.
Soft Skills for Success Soft Skills for Success
Etiquette: Introduction, Definition, Origin
q Four Things Etiquette is Not
ØA set of rigid rules.
ØSomething for the wealthy or well‐born.
ØA thing of the past.
ØSnobbishness.
q What is Courtesy ?
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Etiquette q Etiquette is a combination of manners and
principles. Ø Principles are the guiding concepts on which all manners are based. • Consideration. • Respect. • Honesty. ØManners tell us what to do in all kinds of situations and what to expect from other people.
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Why Does Etiquette Matter in Business? q Business Etiquette is very important for creating a
harmonious work environment and for representing your company in the best possible way.
Etiquette positions you to:
Ø Project a positive image. ØProject confidence and authority.
ØDistinguish yourself from the competition.
ØBuild relationships.
ØDevelop and maintain business.
“I will pay more for the ability to get along with people
than for any other ability” John Rockefeller
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Message Delivery Appearance
55%
38% 7%
I. Impact of your image
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Expression Action Impression Reaction
I. Impact of First Impression
You never get a second chance to make a
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great first impression.
I. Impact of the First Impression
q A few things that matter to make a
ØDeportment. Ø Smile. ØEye Contact. ØMood. ØClothing. ØAttitude. ØAttention. ØElocution.
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first positive impression
II. The Corporate You Good manners in the workplace. Good manners in the workplace.
q With your staff The best way to earn respect is to treat others with respect. ØAsk others to do things rather than tell them. ØBe clear. ØBe polite. ØLearn people’s names and use them. ØRecognize that everyone has a life outside work. ØBe accommodating.
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II. The Corporate You Good manners in the workplace. Good manners in the workplace.
q With your superiors ØDo your job. ØTreat your boss with respect and understanding. ØCall your boss Mr… or Mrs… ØDress in a style which reflects your corporate
identity. ØDon’t assume that your boss is your friend. ØDon’t confuse business entertainment with social
event.
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II. The Corporate You Tips for good manners.
q With your peers
ØRespect the company’s culture. ØRespect rank and treat it appropriately.
ØRespect others’ privacy and be courteous to them.
ØRespect others’ views and handle disagreements
gracefully. ØHandle job stress without imposing yourself on others.
ØExtend courtesies to all members of the company.
Soft Skills for Success Soft Skills for Success
II. The Corporate You Good manners in the workplace. Good manners in the workplace.
q With your clients – you are your corporate Ambassador ØRespect your clients’ time.
ØRespect your customers.
ØRespect your clients’ privacy.
ØHandle yourself in a gracious and courteous way during business meetings.
ØWrite follow‐up letters and thank you notes to clients.
ØRemember that you represent your company and your peers.
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II. The Corporate You
Good manners in the workplace. Good manners in the workplace.
q q Offering and receiving compliments Offering and receiving compliments
Compliments are directed to a person Compliments are directed to a person’ ’s work and s work and professional conduct, nothing related to a person professional conduct, nothing related to a person’ ’s s personality or physical appearance. personality or physical appearance.
Always compliment Always compliment
Ø ØPolitely. Politely.
Ø ØPrecisely. Precisely.
Ø ØPromptly. Promptly.
Ø ØPublicly. Publicly.
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Always say THANK YOU when getting a compliment Always say THANK YOU when getting a compliment
II. The Corporate You
Good manners in the workplace. Good manners in the workplace.
q q Offering and receiving criticism Offering and receiving criticism
Giving and receiving criticism is difficult. Giving and receiving criticism is difficult. Unfortunately, it is a part of the corporate life. It Unfortunately, it is a part of the corporate life. It should be directed to a person should be directed to a person’ ’s work and s work and professional conduct, nothing related to a persons professional conduct, nothing related to a persons personality or physical appearance. personality or physical appearance.
Always criticize Always criticize
Ø ØPrivately. Privately.
Ø ØPolitely. Politely.
Ø ØPrecisely. Precisely.
Ø ØPromptly. Promptly.
Always take criticism Always take criticism
Ø ØProfessionally. Professionally.
Ø ØPolitely. Politely.
Ø ØPositively. Positively.
Ø ØAppropriately. Appropriately.
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III. The Corporate You
q q Handling office visits and hosting visitors Handling office visits and hosting visitors
When you leave the office to visit colleagues and When you leave the office to visit colleagues and other associates, your behaviour reflects not only other associates, your behaviour reflects not only
on you but on the people you on you but on the people you’ ’re visiting. re visiting.
And how you handle visitors in your own office And how you handle visitors in your own office speaks volumes about your social skills. speaks volumes about your social skills.
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III. The Corporate You Tips for preparing a corporate visit:
ØMake an appointment – be punctual. ØLook up your destination on a map before departing.
ØDon’t bring any food or drinks with you to someone
else’s office, unless you’ve been asked to provide food
for the meeting. ØBe polite to everyone at the office.
ØSit only when invited to do so.
ØDon’t touch things in someone’s office without asking,
even if they look like toys. ØDon’t read any document, letter, card etc.. on someone
else’s desk unless given to you.
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Tips for Hosting
ØProvide clear direction. ØBe ready on or before time. Make sure your documents
are ready.
ØAlways stand up to greet and shake hands with visitors
entering your office. Move from behind your desk and sit at the same side as your visitor.
ØClear a comfortable space for your visitors to sit, as well
as some writing space on the desk, if needed –
especially if your office is a “pile file”.
III. The Corporate You
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Tips for Hosting
ØOffer your visitors something to drink , such as water, coffee etc…
ØMake your time limitation clear up front.
ØEscort you visitors out instead of letting them wander,
especially if your office layout is confusing. ØAccept only emergency phone calls and concentrate on
your visitor as they shouldn’t be made to feel secondary
to telephone callers.
III. The Corporate You
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q Importance of Communication Skills
No matter in which business you are, effective communication skills are essential for success.
The purpose of good communication skills is your way to
get your message across to others clearly and unambiguously.
ØVia non verbal channels
ØVia spoken communication channels
ØVia written communication channels
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IV. Non Verbal Communication Channels
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The distance you stand from others matters. The distance you stand from others matters.
ØWesterns are comfortable
standing some 2 to 3 feet apart.
ØArabic and Asian expect
more.
ØLatinos expect less.
IV. Non Verbal Communication Channels
q Impact of personal space
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Intimate zone
6‐18 in.
Personal zone
18‐48 in.
Social zone
4‐12 ft.
Public zone
Over 12 ft.
Impact of Body Language
ØOur gestures, expressions, body position and
movement convey unspoken messages. ØSometimes the message expressed by body language
contradicts the verbal message.
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Soft Skills for Success Soft Skills for Success IV. Non Verbal Communication Channels
q Impact of personal space
Positive Body Language helps you winning your first impression. ØEye contact. ØHead movement. ØPosture. ØSit straight in your chair, without slouching. ØTerritory . ØWalk with grace and ease. ØSmile often.
1. Arms crossed 2. Brisk erect walk 3. Foot kicking 4. Tapping fingers 5. Hands in pocket 6. Playing with hair 7. Biting the nails 8. Shuffling feet while
seated 9. Standing with hands on
hips 10. Looking down with face
turned away
1. Defensive 2. Confidence 3. Boredom 4. Impatient 5. Dejection 6. Lack of confidence 7. Nervousness, Insecurity 8. Anxious to leave the
situation 9. Aggression, Ready to take
charge 10. Disbelief
IV. Non Verbal Communication Channels
q Body Language Signs
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V. Body Language in Specific Cultures
ØIn Mediterranean countries. ØIn Arab countries.
ØIn China.
ØIn India.
ØIn Japan.
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One finger point: In most middle and far eastern countries, pointing with the index finger is considered impolite. The open hand is used instead, or, in Indonesia the thumb.
VI. Spoken Communication Channels
Speech Delivery Speech Delivery ØYour voice volume.
ØYour voice tone.
ØYour speech rate.
ØYour elocution. ØYour accent.
ØYour vocabulary.
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VII. Spoken Communication Channels
q q Conversation Manners Conversation Manners
Ø ØStop, look, listen.
A few hints to conduct an efficient business conversation.
ØThe warm‐up. ØThe core.
ØThe wrap‐up.
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VII. Spoken Communication Channels
q Good conversationalists all share these abilities
Ø They know how to give and accept compliments gracefully.
Ø They can talk about many different subjects and are able to maneuver through conversations about subjects they know little about without difficulty.
Ø They can quickly discern potential topics of interest to any given group and steer the conversation in that direction.
Ø They know when to discuss business and when not to. Ø They know how to step in to fill in an embarrassing
void in conversation.
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Soft Skills for Success Soft Skills for Success VII. Spoken Communication Channels
q Good conversationalists all share these abilities
Ø They never correct another person’s vocabulary or grammar.
Ø They involve everyone in the conversation not just one person.
Ø They have a good sense of humour and are able to relate stories well.
Ø They can sense when they are boring people. Ø Abstain from giving wrong information, when not
sure about a subject better to listen and to get informed.
Ø They don’t gossip.
VIII. Spoken Communication Channels .
q q Active Listening Skills Active Listening Skills
Three basic requirements
ØBe there. ØListen carefully.
ØHear.
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IX. Spoken Communication Channels
q Handling Titles and Forms of Address
ØTitles are important in business situations. ØShifting from formal address to first name basis.
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Follow The Guiding Principle.
q Use of Titles in Different Cultures
ØWestern cultures appear to give primary emphasis to egalitarian communication styles where status differences are minimized.
ØIn contrast, Oriental cultures give primary emphasis to respect patterns of interpersonal behaviour where differences in status among people are acknowledged.
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X. Spoken Communication Channels
q Business Cards Protocol
ØHow to hand out business cards and to whom? ØDo’s and Don’ts.
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X. Spoken Communication Channels
q Business cards protocol in different cultures.
Remember!
Don’t leave home without them
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Thank you . . . Thank you . . .
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