Professional (Workplace) etiquettes Professional (Workplace) etiquettes and mannerismsand mannerisms

ANDANDDo’s & Don'ts at Customer PlaceDo’s & Don'ts at Customer Place

Presented By : Presented By : Souvik SantraSouvik Santra(Manager, 3i-Infotech Consultancy (Manager, 3i-Infotech Consultancy

Services Ltd.)Services Ltd.)

Definition of EtiquetteDefinition of Etiquette

EtiquetteEtiquette - n: rules governing socially - n: rules governing socially acceptable behavior. acceptable behavior. The conduct or procedure prescribed by The conduct or procedure prescribed by authority to be observed in social or official authority to be observed in social or official life. life. The practices and forms prescribed by The practices and forms prescribed by social convention or by authority.social convention or by authority.

Business etiquetteBusiness etiquette ““etiquette is what you are etiquette is what you are

doing and saying when doing and saying when people are looking and people are looking and listening. What you are listening. What you are thinking is your business”thinking is your business”

-Virginia Cary Hudson -Virginia Cary Hudson (Author, US) (Author, US)

No matter how intelligent or No matter how intelligent or accurate your computer is, you accurate your computer is, you must still interact with people.must still interact with people.

““Good manners are cost effective. Good manners are cost effective. They increase the quality of life in They increase the quality of life in the work place, contribute to the work place, contribute to optimum employee morale, optimum employee morale, embellish the company image, and embellish the company image, and hence play a major role in hence play a major role in generating profit.” generating profit.”

Etiquette is found in many areas Etiquette is found in many areas of daily lifeof daily life

**WorkplaceWorkplace *Boating*Boating*Golf course*Golf course *Driving a vehicle*Driving a vehicle*Telephone*Telephone *Email, letters, memos*Email, letters, memos*Air travel*Air travel *Sports*Sports*School*School

Workplace etiquette - why is IT Workplace etiquette - why is IT so important?so important?

Avoid work-place tension Avoid work-place tension To avoid employee stressTo avoid employee stressAvoid misunderstandingsAvoid misunderstandingsEmployee job satisfactionEmployee job satisfactionIncrease productivityIncrease productivityGet the job doneGet the job doneTo make the workplace a To make the workplace a happy, stress-free placehappy, stress-free place

Key Elements to a productive, Key Elements to a productive, happy workplace!happy workplace!

The three B’s:The three B’s:Be KindBe KindBe CourteousBe CourteousBe RespectfulBe Respectful

Getting to the topGetting to the top!!

Positive attitudePositive attitudeWillingness to helpWillingness to helpMutual respectMutual respectCompromiseCompromisePunctualityPunctualityProfessional dressProfessional dressRespect for others Respect for others opinionsopinionsTeamworkTeamwork

Getting to the top - continued!Getting to the top - continued!

Show appreciation or Show appreciation or give credit for a job give credit for a job well donewell doneSpeak well of your co-Speak well of your co-workersworkersTry not to step on Try not to step on anyone’s toes, or hurt anyone’s toes, or hurt anyone’s feelingsanyone’s feelingsBE COURTEOUS!BE COURTEOUS!

Life Positions

I’m OK — I’m OK —You’re not OK You’re OK

I’m not OK — I’m not OK —You’re not OK You’re OK

Attit

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towa

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Attitude toward Others

Negative Positive

Positive

Negative

1.Be careful with your 1.Be careful with your appearanceappearance

These are just a few These are just a few general guidelines for general guidelines for the most effective the most effective business appearance:business appearance:

Dress appropriatelyDress appropriately

You want to be noticed, but you You want to be noticed, but you don’t want to stand out.don’t want to stand out.And there are different rules for And there are different rules for different situations and work different situations and work styles.styles.Again, Again, your own organization’s your own organization’s style will dictate what isstyle will dictate what is ““appropriateappropriate”.”.

Dress for the position you want, Dress for the position you want, not the position you have.not the position you have.

Others tend to believe that you are Others tend to believe that you are what you appear to be.what you appear to be.

So when it comes time for So when it comes time for promotions, management usually promotions, management usually looks first for the people who need looks first for the people who need the the least amount of groomingleast amount of grooming for for the the new positionnew position..

Dress conservativelyDress conservativelyFor most businesses and most For most businesses and most business occasions, conservative business occasions, conservative is best.is best.

You will have You will have more credibility in a more credibility in a jacketjacket than without, than without, more more credibility in long sleevescredibility in long sleeves than in than in short, short, more credibility in more credibility in conservative colors than flashyconservative colors than flashy ..

2.Expand your knowledge2.Expand your knowledgeKnowing how to learn is the skill most Knowing how to learn is the skill most needed by employeesneeded by employees

Learn as much as you can…Know your Learn as much as you can…Know your job responsibilitiesjob responsibilities …always get in …always get in touch with your reporting manager…touch with your reporting manager…only he/she can guide you most…only he/she can guide you most…theythey are well aware of your weaknesses…are well aware of your weaknesses…and the area or expertise you need to and the area or expertise you need to upgrade/work outupgrade/work out

3. Honor your working hours3. Honor your working hoursWorking nine to five doesn’t Working nine to five doesn’t meanmean that you arrive at nine that you arrive at nine and leave at five.and leave at five.It means you It means you workwork from nine to from nine to five.five.Socializing at the coffee/tea pot Socializing at the coffee/tea pot or eating breakfast at your desk or eating breakfast at your desk does not constitute working. does not constitute working.

Five minutes may not seem like Five minutes may not seem like much to you, but it may seem like much to you, but it may seem like stealing to your manager or CEO, stealing to your manager or CEO, especially a small or a busy office.especially a small or a busy office.

Spending 10 minutes on a Spending 10 minutes on a personal phone call is only a small personal phone call is only a small part of an eight-hour day, but 10 part of an eight-hour day, but 10 minutes a day equals 50 minutes a minutes a day equals 50 minutes a week-almost an hour of week-almost an hour of unproductive timeunproductive time

If you arrive at a meeting late If you arrive at a meeting late your actions say, “my time is your actions say, “my time is more valuable than yours; you more valuable than yours; you aren’t important to me.”aren’t important to me.”Those few extra minutes may Those few extra minutes may make a big difference in a way make a big difference in a way you are considered for you are considered for promotions or raises.promotions or raises. Be honest .Be honest .How many hours do you How many hours do you reallyreally work? work?

4.Be friendly4.Be friendlyWhen you are new, you need When you are new, you need people to help you with your people to help you with your duties, explain procedures, and duties, explain procedures, and show you where to get show you where to get information or material you’ll information or material you’ll need.need.Make an extra effort to get Make an extra effort to get along with everyone, but don’t along with everyone, but don’t try too hard.try too hard.

Ask your new coworkers to Ask your new coworkers to have lunch with you; have lunch with you; lunch is a lunch is a great opportunity to get to great opportunity to get to know each other.know each other.

Remember that offices work Remember that offices work best best when individual efforts when individual efforts supports the team effortsupports the team effort..

5.Keep personal information 5.Keep personal information to yourselfto yourself

Friendliness aside, don’t let Friendliness aside, don’t let your life become the office soap your life become the office soap opera.opera.When someone asks, “how are When someone asks, “how are you?” don’t spill your guts.you?” don’t spill your guts.Some of the information could Some of the information could be used against laterbe used against laterIf you can’t control your mood If you can’t control your mood or your mouth, be quietor your mouth, be quiet

The same advice goes, of The same advice goes, of course, for sticking your course, for sticking your nose into others’ personal nose into others’ personal business.business.Don’t.Don’t.Never discuss or question Never discuss or question salary or any other salary or any other confidential or personal confidential or personal information with co workers.information with co workers.

6. Be positive and supportive6. Be positive and supportiveWhen your day isn’t going the When your day isn’t going the way you hoped it would, try to way you hoped it would, try to look at the positive side of look at the positive side of things-and people.things-and people.You’ll be surprised how quickly You’ll be surprised how quickly you can turn a bad day into a you can turn a bad day into a good one.good one.Believe in your co-workers and Believe in your co-workers and back them up in publicback them up in public

When your manager makes a When your manager makes a decision, give your decision, give your wholehearted support to it, at wholehearted support to it, at least in front of others. least in front of others. Later you approach him Later you approach him separately with your viewpoint.separately with your viewpoint.

Make others look good at every Make others look good at every opportunity.opportunity.

Managers, especially need Managers, especially need you to look, talk, write, and you to look, talk, write, and act like a positive, act like a positive, supportive representative.supportive representative.

Your professionalism Your professionalism reflects both on your reflects both on your manager and your manager and your organizationorganization

7. Keep an open mind7. Keep an open mindMake informed judgments, avoid Make informed judgments, avoid jumping to conclusionsjumping to conclusions, evaluate , evaluate what you see in addition to what what you see in addition to what you hear, and don’t be party to you hear, and don’t be party to gossipgossip

Establishing yourself as Establishing yourself as professional means that you professional means that you show respect for othersshow respect for others

8. Follow through8. Follow throughWe all get a little tired, We all get a little tired, especially by late afternoon, but especially by late afternoon, but the job you tackle at 5:00 P.M. the job you tackle at 5:00 P.M. means as much as the one you means as much as the one you start at 8:00 A.M.start at 8:00 A.M.Cover every angle of a project, Cover every angle of a project, and don’t wait to be reminded and don’t wait to be reminded that you need to finish a projectthat you need to finish a project..Be accurate.Be accurate.

Check and double-checkCheck and double-check to to make sure things are going make sure things are going smoothly and the way you smoothly and the way you planned.planned.

Be realistic about how long an Be realistic about how long an assignment will take, and assignment will take, and let let others know ahead of time if others know ahead of time if you anticipate a delay.you anticipate a delay.

Set deadlinesSet deadlines and meet them. and meet them.

9. Communicate 9. Communicate Our job knowledge ranks above Our job knowledge ranks above communication skills as a factor communication skills as a factor for workplace success.for workplace success.

Keep people informed in a succinct Keep people informed in a succinct and a useful way.and a useful way.

Every wants to know what’s going Every wants to know what’s going on-not every little detail of every on-not every little detail of every day, but what is happening on day, but what is happening on major projects major projects

Managers want you, however, Managers want you, however, to go through the channels of to go through the channels of communication.communication.Don’t go over their heads, and Don’t go over their heads, and don’t bring things to them that don’t bring things to them that don’t concern themdon’t concern themIf you want to disagree with If you want to disagree with them, do it tactfully, with a them, do it tactfully, with a positive alternative, and during positive alternative, and during a high point in a day.a high point in a day.

10. Listen 10. Listen Speaking and listening are twin skills in Speaking and listening are twin skills in communication.communication.Both sides must play a part for Both sides must play a part for communication to occur, and you can communication to occur, and you can learn best by listening to what others learn best by listening to what others know.know.Ask questions.Ask questions.Hear how other people organize their Hear how other people organize their ideas, how they respond to changes in ideas, how they respond to changes in procedures.procedures.

11. Solve your own problems11. Solve your own problems When you do have to When you do have to present a problem, bring present a problem, bring possible solutions, too.possible solutions, too.Don’t complain about things Don’t complain about things that can’t be changed, and that can’t be changed, and don’t blame others when don’t blame others when you make a mistakeyou make a mistake..

Accept responsibility Accept responsibility when you have made a when you have made a mistake, and work harder mistake, and work harder to make sure that it does to make sure that it does not happen again.not happen again.Learn to accept criticism Learn to accept criticism gracefully without gracefully without defensiveness.defensiveness.

12. Work hard12. Work hardBe ready and willing.Be ready and willing.Take on new responsibilities, Take on new responsibilities, and do more than others and do more than others expect.expect.Don’tDon’t be content to do only be content to do only what’s expected of you or what’s expected of you or use use the excuse that “it’s not my the excuse that “it’s not my job”.job”.

Look for areas in which you Look for areas in which you can do more and make can do more and make yourself more valuable.yourself more valuable.Volunteer for special Volunteer for special projects.projects.

Those who wait to be told Those who wait to be told what to do continue to be what to do continue to be told what to do, and their told what to do, and their value seldom increases.value seldom increases.

13. Be a Team Player13. Be a Team PlayerExcuses (whether real or imaginary) generally don't buy any sympathy. For instance, in the event of a surprise problem which causes project delays, it is all to easy to deflect responsibility with victim phrases such as, "I did my part, but the other guy did not." or "We had an unexpected problem which caused us to fall behind."

Managers, CEOs typically do not look favorably on people who invoke victim phrases. As a result, people who fall back on these types of phrases, even if they are true, typically do not go far in this world. You must learn how to deal with surprises and adversity, not be pushed around by them.

By becoming a member of a team, each member dedicates themselves to the success of the TEAM. If you are waiting on a team member to accomplish a task and they are behind, it is your responsibility to help them in any way you can. If you cannot help them, you must make sure they get the help to accomplish their task. The victim phrase does not absolve you of any responsibility, rather it makes you look like you are not a team player.

14. Be assertive, but not 14. Be assertive, but not aggressiveaggressive

What’s the difference?What’s the difference?Assertiveness is appropriate behavior Assertiveness is appropriate behavior for the situation at hand.for the situation at hand.It’s standing up for your rights without It’s standing up for your rights without infringing on the rights of other infringing on the rights of other people.people.Aggressiveness is strong, Aggressiveness is strong, overpowering, often abusive behavior.overpowering, often abusive behavior.It’s rude, crude, and abrasiveIt’s rude, crude, and abrasive

15. Don’t be in too big hurry to 15. Don’t be in too big hurry to advanceadvance

Learn as much as you can in the job Learn as much as you can in the job you have nowyou have now..Think ahead. Plan.Think ahead. Plan.It’s like growing up: no matter how It’s like growing up: no matter how eager you are, it takes a certain eager you are, it takes a certain amount of time.amount of time.Try to enjoy what you have while it Try to enjoy what you have while it is yours.is yours.

16. Leave gracefully16. Leave gracefullyIf you don’t have the job very If you don’t have the job very long, keep your disappointment-long, keep your disappointment-or your extreme happiness-to or your extreme happiness-to yourself.yourself.Just be cordial and say your Just be cordial and say your good-byes quietly.good-byes quietly.Never bad-mouth the people who Never bad-mouth the people who have put money in your pocket.have put money in your pocket.

If some one leaving, respect If some one leaving, respect that person’s privacy as that person’s privacy as much as your own.much as your own.Even if they have resigned, Even if they have resigned, and you can’t understand and you can’t understand why, respect their opinion.why, respect their opinion.They are still the same They are still the same people-they just chose not people-they just chose not work there any longer.work there any longer.

Misunderstandings among co-Misunderstandings among co-workers lead to workplace tensionworkers lead to workplace tension

Whether you work for a Whether you work for a small non-profitsmall non-profitorganization, a giantorganization, a giantmulti national corporation,multi national corporation,or something in-between, or something in-between, chances are you spendchances are you spendmany hours a day in close many hours a day in close proximity to other peopleproximity to other people. .

"Behavioural training experts "Behavioural training experts believe that the most successful believe that the most successful people in a company are not the people in a company are not the ones who possess the best ones who possess the best technical skills; but those who technical skills; but those who manage their emotions the best—manage their emotions the best—they are invariably the most they are invariably the most productive".productive".

Getting Along With the BossGetting Along With the Boss ((Anticipate his needs before he asksAnticipate his needs before he asks ) )

The key is communication.The key is communication.Learn and understand his/her goalsLearn and understand his/her goalsand priorities.and priorities. What is required of What is required of him/her and how can you help him/her achieve that? him/her and how can you help him/her achieve that? Observe and understand your Boss' work style. If Observe and understand your Boss' work style. If he/she has not been clear with his expectations, ask! he/she has not been clear with his expectations, ask!

Likewise, Likewise, ask for feedback and accept criticism ask for feedback and accept criticism gracefully.gracefully. And if he/she understands you do not view And if he/she understands you do not view your job as just something to fill the hours between 9 your job as just something to fill the hours between 9 and 5, he/she may be more inclined to help you.and 5, he/she may be more inclined to help you.

Your Boss isn't only your supervisor. He or Your Boss isn't only your supervisor. He or she is also the person best equipped (or she is also the person best equipped (or should be) should be) to help you do the job you are to help you do the job you are paid to do.paid to do.He/she is privy to the company's goals and He/she is privy to the company's goals and knows what the company is looking for in knows what the company is looking for in future executives. He/she can inform you of future executives. He/she can inform you of company direction that may affect your company direction that may affect your future aspirations. He/she can put in a good future aspirations. He/she can put in a good word for you in the right ears. word for you in the right ears. He/she is also He/she is also your ally when you need back up, support or your ally when you need back up, support or cooperation from other departments. cooperation from other departments.

1. (Respect your BOSS and Seniors)1. (Respect your BOSS and Seniors)

If you are an etiquette disciple you should start by being If you are an etiquette disciple you should start by being respectful. This statement still applies to your workplace respectful. This statement still applies to your workplace conditions and conditions and you should very much respect the you should very much respect the people who are both below and above your position in people who are both below and above your position in the company you work. the company you work. Moving along, another simple to follow rule of etiquette Moving along, another simple to follow rule of etiquette states that states that a conversation should be started always by a conversation should be started always by the higher rank person.the higher rank person. If you happen to meet a If you happen to meet a superior on the hallway you should wait for him to superior on the hallway you should wait for him to initiate a chat. initiate a chat. It is acceptable to briefly greet your It is acceptable to briefly greet your superior.superior. After greeting, your superior may or may not After greeting, your superior may or may not want to speak to you. Ultimately, this is your superior's want to speak to you. Ultimately, this is your superior's decision. decision.

Still, how would you know if the rank of the person Still, how would you know if the rank of the person you met is higher than yours ?The first clue should you met is higher than yours ?The first clue should come come from the inner company structurefrom the inner company structure. . It's pretty It's pretty easy to spot who's the boss and the authority level easy to spot who's the boss and the authority level of each worker.of each worker. Age and sex discriminations have no place in Age and sex discriminations have no place in respecting the job etiquetterespecting the job etiquette. For instance, if your . For instance, if your boss is younger than you, you should still respect boss is younger than you, you should still respect him/her, as he/she is your boss. And of course the him/her, as he/she is your boss. And of course the medieval conception that women should bow down medieval conception that women should bow down to men does not apply at your workplace. to men does not apply at your workplace.

Usually customers rank higher than your compeers. Usually customers rank higher than your compeers. Remember to be polite with the customers and Remember to be polite with the customers and always pay attention to his needs.always pay attention to his needs. There are some There are some exceptions though: if the customer has an argument exceptions though: if the customer has an argument with your bosswith your boss you should always defend your boss. you should always defend your boss.

2. Open Communication2. Open Communication

The first step in The first step in reducing conflictreducing conflict is is to to establish open lines of communication.establish open lines of communication. Establishing open lines of communication Establishing open lines of communication is vital for any relationship, in or out of the is vital for any relationship, in or out of the workplace. By freely communicating how workplace. By freely communicating how we feel and what our expectations are we we feel and what our expectations are we increase the likelihood that others will not increase the likelihood that others will not misinterpret our intentions. misinterpret our intentions. This is This is especially true in dealing with a boss, especially true in dealing with a boss, because animosity can build very quickly because animosity can build very quickly when dealing with someone who has when dealing with someone who has authority over you.authority over you.

One way to improve your communication skills with your One way to improve your communication skills with your manager is through the use of "I" statements. An manager is through the use of "I" statements. An "I" "I" statementstatement is a way of communicating a problem without is a way of communicating a problem without impressing blame on your boss and putting them into a impressing blame on your boss and putting them into a defensive position. defensive position.

Let's say that an employee feels overworked and has Let's say that an employee feels overworked and has decided to convey this to their manager. An initial response decided to convey this to their manager. An initial response may be for the employee to say, may be for the employee to say, "You're working me too "You're working me too hard!hard! This isn't fair".This isn't fair". This statement will almost certainly push This statement will almost certainly push their boss into a defensive position, and now from the their boss into a defensive position, and now from the beginning there is a conflict. beginning there is a conflict. By changing this statement into an expression of their own By changing this statement into an expression of their own feelings (an "I" statement), the employee can assert a feelings (an "I" statement), the employee can assert a position without assigning blame. By instead saying, position without assigning blame. By instead saying, "I feel "I feel like I may be doing more than my fair share of the work, and like I may be doing more than my fair share of the work, and this is beginning to really frustrate me",this is beginning to really frustrate me", the employee can the employee can express their feelings and still maintain a positive dialogue express their feelings and still maintain a positive dialogue with the manager.with the manager.

3. Stress Management Techniques3. Stress Management Techniques Despite our best efforts to prevent conflict, it is Despite our best efforts to prevent conflict, it is likely that at some point you and your boss will likely that at some point you and your boss will have a disagreement that can not be have a disagreement that can not be communicated through. This may be due to communicated through. This may be due to differences in personalities, pressure from upper-differences in personalities, pressure from upper-management, work related stress, or one of you management, work related stress, or one of you simply having a bad day. simply having a bad day. When the incident occurs it is important to When the incident occurs it is important to remember that despite personal feelings or remember that despite personal feelings or views, your boss is still a person with power over views, your boss is still a person with power over you and butting heads with them can have you and butting heads with them can have serious consequences.serious consequences.

Most of these techniques are very simple and can be Most of these techniques are very simple and can be utilized daily at work. The most important part of these utilized daily at work. The most important part of these techniques is being able to recognize your stress when it techniques is being able to recognize your stress when it begins to build. begins to build. One way to alleviate stress isOne way to alleviate stress is simply simply counting to 10. When you begin to feel overly stressed, counting to 10. When you begin to feel overly stressed, simply count from 1 to 10 very slowly while taking deep, simply count from 1 to 10 very slowly while taking deep, cleansing breaths. By taking this extra 10 seconds to calm cleansing breaths. By taking this extra 10 seconds to calm yourself, you should find yourself more prepared to deal yourself, you should find yourself more prepared to deal with conflicts with your boss. with conflicts with your boss.

Another important techniqueAnother important technique for managing your stress is for managing your stress is truly utilizing your breaks during the day. Many people truly utilizing your breaks during the day. Many people take their breaks but spend the time worrying about what take their breaks but spend the time worrying about what will happen when they return. Your lunch time and breaks will happen when they return. Your lunch time and breaks should be a personal moment to recollect yourself and should be a personal moment to recollect yourself and relax. By festering on the events of the day, we relax. By festering on the events of the day, we overshadow the point of having a break and add undue overshadow the point of having a break and add undue stress to our day.stress to our day.

4. Respecting the Chain4. Respecting the Chain

No one likes to be disrespected, and your boss is no No one likes to be disrespected, and your boss is no different.different. It is very important to keep that in mind when you It is very important to keep that in mind when you have an issue or problem that you feel deserves immediate have an issue or problem that you feel deserves immediate attention. As your manager, your boss has a responsibility attention. As your manager, your boss has a responsibility to not only ensure that you are doing your job, but also to to not only ensure that you are doing your job, but also to ensure for your safety and well-being. This means that ensure for your safety and well-being. This means that any any issues pertaining to you should be taken up with your issues pertaining to you should be taken up with your immediate manager. immediate manager.

In some cases, you may want to speed up the process by In some cases, you may want to speed up the process by skipping your boss and going directly to an upper manager.skipping your boss and going directly to an upper manager. While this may seem helpful, it will likely cause hostility While this may seem helpful, it will likely cause hostility between you and your boss. between you and your boss. By bypassing them in the By bypassing them in the chain of command, you have disrespected their authoritychain of command, you have disrespected their authority and may have made them appear foolish to their boss. and may have made them appear foolish to their boss.

While your immediate needs may have been met, the boss you While your immediate needs may have been met, the boss you regularly deal with now feels betrayed, foolish, and even hostile regularly deal with now feels betrayed, foolish, and even hostile towards you; a situation which can cause trouble in the future. For towards you; a situation which can cause trouble in the future. For this reason, this reason, it is usually best to speak to your boss first about any it is usually best to speak to your boss first about any problems you have.problems you have.

Another issue which can damage your relationship with your Another issue which can damage your relationship with your manager is that of manager is that of interoffice gossipinteroffice gossip. When we feel upset or . When we feel upset or unappreciated by our boss it is often difficult to hide. It may be unappreciated by our boss it is often difficult to hide. It may be even more difficult to keep these feelings from coworkers who even more difficult to keep these feelings from coworkers who share our feelings. share our feelings. While it may feel helpful and therapeutic to talk about these While it may feel helpful and therapeutic to talk about these problems with our coworkers, if they have not been identified to problems with our coworkers, if they have not been identified to your boss, then these conversations amount to nothing more than your boss, then these conversations amount to nothing more than useless gossip. useless gossip. It is more helpful to keep your issues between It is more helpful to keep your issues between you and your manager.you and your manager. By minimizing the amount of interoffice By minimizing the amount of interoffice gossip, you show respect for your boss and improve your work gossip, you show respect for your boss and improve your work relationship.relationship.

Acknowledgement of rank and statusAcknowledgement of rank and status

It is still considered polite in corporate circles to stand when It is still considered polite in corporate circles to stand when a senior executive or a woman (of any status) enters a a senior executive or a woman (of any status) enters a room. room.  This is especially true in the military and Federal This is especially true in the military and Federal Government where senior officers (Lt. Col. and up), elected Government where senior officers (Lt. Col. and up), elected officials, dignitaries and top-executives expert you to stand officials, dignitaries and top-executives expert you to stand when they enter a meeting.  In practice, most professionals when they enter a meeting.  In practice, most professionals make motions like they are planning to stand-up, allowing make motions like they are planning to stand-up, allowing the official an opportunity to wave-them-down with a quick the official an opportunity to wave-them-down with a quick hand motion.hand motion.When meeting another professional it is critical that you When meeting another professional it is critical that you follow proper protocol.  Wait until they have offered their follow proper protocol.  Wait until they have offered their hand. hand. When shaking hands, you should always use a firm When shaking hands, you should always use a firm grip (but don't squeeze) and look the professional directly in grip (but don't squeeze) and look the professional directly in the eye when greeting them.the eye when greeting them.When exchanging business cards, it is polite to look at the When exchanging business cards, it is polite to look at the card and make some sort of comment, even if it is just a card and make some sort of comment, even if it is just a confirmation (e.g. "confirmation (e.g. "Is this your correct cell number?Is this your correct cell number?")")

Do’s & Don’t at Customer PlaceDo’s & Don’t at Customer PlaceAlways Greet the customer before attending to his/her Always Greet the customer before attending to his/her problem and identify yourself problem and identify yourself Understand the problem in detail that the user has logged in Understand the problem in detail that the user has logged in at the help deskat the help deskBe empathetic and courteous while talking to the customerBe empathetic and courteous while talking to the customerBe familiar with the users at the siteBe familiar with the users at the siteAlways be in touch with Helpdesk/ Other FMEs so that Always be in touch with Helpdesk/ Other FMEs so that engineer can be diverted immediately on critical callsengineer can be diverted immediately on critical callsAlways seek permission from the user for access to their IT Always seek permission from the user for access to their IT equipment before taking control of their system for equipment before taking control of their system for rectification of problem.rectification of problem.Always declare the toolkit items and other spare material at Always declare the toolkit items and other spare material at the securitythe securityUnderstandUnderstand and and AdhereAdhere to Security policy - to Security policy - ALWAYSALWAYS

Do’s & Don’t (continued…)Do’s & Don’t (continued…)

Always take the user consent before formatting any hard Always take the user consent before formatting any hard disk or reinstalling operating system.disk or reinstalling operating system.Try to complete the call you have taken in the first instance.Try to complete the call you have taken in the first instance.Please do not spend too much time on the problem, if you Please do not spend too much time on the problem, if you do not know the solution please talk to seniors immediatelydo not know the solution please talk to seniors immediatelyAlways use only licensed software/applications Always use only licensed software/applications Always take written prior permission from customer location Always take written prior permission from customer location IT manager in case of requirement of personal presence at IT manager in case of requirement of personal presence at customer site before/after regular working hours or during customer site before/after regular working hours or during holidays. holidays.

Do’s & Don’t (continued…)Do’s & Don’t (continued…)Cooperate with Security officers at customer site in Cooperate with Security officers at customer site in

performing security checks etc.performing security checks etc.

Do not try to take out any material out of customer premises without valid gate pass, authority letter and approval.

Do not pirate the legal software, application available with customer.

Do not use the IT equipments, Software/applications at customer premises for personal use.

Do not use telecom facilities at customer premises for making personal calls. Incase of any emergency, prior approval from customer location IT Manager to be obtained.

Do’s & Don’t (continued…)Do’s & Don’t (continued…)The employee / consultant shall also not resort to any direct or indirect sexual harassment or hints of any kind.The employee / consultant is not suppose to send mail to users or other management of customer which is not related with 3i Infotech service deliverables to the customer. In case of any such requirement, the employee / consultant must take prior approval from the 3i Infotech supervisor as well as customer IT Manager.The email facility should not be used for sending chain mail, jokes, Broadcast Mail, Hate Mail or others. The employee/consultant should not browse any other Internet / Intranet sites which are not related with 3i Infotech service deliverables to customer.

After completing a call…After completing a call…Closing the call to user satisfaction is as important as achieving Closing the call to user satisfaction is as important as achieving SLA.SLA.

Please close the call at the help desk, IMMEDIATELY after Please close the call at the help desk, IMMEDIATELY after completing the call. Update the call in call management tool/call completing the call. Update the call in call management tool/call register with complete detailsregister with complete details

Fill the required documents like Call Service Report (CSR), Fill the required documents like Call Service Report (CSR), Installation, Movement, Addition or Change form (IMAC) wherever Installation, Movement, Addition or Change form (IMAC) wherever requiredrequired

Maintain all the checklists, forms and reports as per the defined Maintain all the checklists, forms and reports as per the defined processprocess

Ensure that basic things like Messaging, Internet and Anti virus are Ensure that basic things like Messaging, Internet and Anti virus are working fine.working fine.

Customer Focus

“More business is lost every year through neglect, than through any other cause.”

- Jim Cathcart Let the customer vent Ask the customer to identify the solution If you don’t know, find out

The Customer Is Always Right

Do not wrong comments or insults for any reason Never interrupt the customer Show empathy Stay focused Take responsibility Patience really is a virtue Remember the “Golden Rule” Ease their pain

The Golden Rule & Beyond

The Golden Rule & Beyond“Tzu-kung asked, ‘Is there a single word whichcan be a guide to conduct throughout one’s life?’The Master said, ‘It is perhaps the word “shu.” Donot impose on others what you yourself do notdesire.” - Confucius• Be considerate• Practice protocol• Be friendly• Practice professionalism

When The Customer Is Not Right

DO NOT attempt to negotiate when someone becomes abusiveDO NOT get into a power struggleDO walk away from the situationDO report the situation to your supervisor

Phone Etiquette:“Hello, Is Anyone There?”

DO NOT eat while you are on the phoneDO NOT put someone on speakerphoneDO be careful with cell phone useDO NOT talk to others while you are onthe phoneDO NOT say anything that you don’t wantthe caller to hearDO NOT answer the phone if you are notpreparedDO NOT answer calls when you havesomeone in your office or in a meeting.DO NOT leave your cell phone on whenyou are in a meeting

Phone Etiquette:“How May I Help You?”

DO answer using your name, title and askhow you can helpDO always leave your phone number, andspeak slowlyDO leave a short, detailed messageDO take the name and number of a calleryou are transferring in case you aredisconnectedDO return calls in a timely mannerDO say you will call back if you need tocalm down, get an answer, think it overDO keep your voice mail message currentand professionalDO smile when you answer the phone

E-Mail “etiquette”

Subject line should be short andspecific Avoid jargon and abbreviations - lol, :) Use short paragraphs Read for content and grammar before sending Be consistent with format Think before you hit “send”

Thank youThank you