Grooming, Body Language& Professional Ettiquettes
- It is the process of making yourself look neat and attractive.
- It includes the things which you do to make yourself and your appearance tidy and pleasant.
- Grooming is important for a positive self-image and to maintain a pleasing and attractive appearance.
Grooming Fundamentals & Levels
Individual Level – Personal grooming
- Hair should be clean and styled appropriately
- Clean nails, skin, and teeth
- Many professionals wear make-up (depends on the field)
- Check fragrance and clothing care
- Professionalism
- Level of sophistication
- Intelligence
- Credibility or Reliability
- Respect
BODY LANGUAGE
} It is a Non-verbal mode of communication
} We
do it in every single aspect of our interaction with another person
} It is like a mirror that tells us what
the other person thinks and feels in response to our words or actions.
Body Language matters
} Positive / Aggressive
} Cool & Calm
} Nervous / Scared
} Active
} Passive / Dull
} Negative / Weak
NON
VERBAL COMMUNICATION
What is Non-verbal communication?
Non-verbal Communication = Communication without words
Nonverbal communication is a process of communication through sending and
receiving wordless messages.
Importance of Nonverbal Communication
Verbal & Nonverbal Communication plays an important role in how people interact with each other.
People use around 35% verbal communication and 65% nonverbal communication in daily life.
Nonverbal
communication has also cultural meaning.
TIPS FOR GOOD NON VERBAL COMMUNICATION SKILLS
} Maintain eye contact with the
audience
} Body awareness
} Gestures and expressions
} Convey one’s thought clearly
} Practice Effective Communication
EFFECTIVE COMMUNICATION…
} It is two way
} It involves active listening
} It reflects the accountability of
speaker and listener
} It utilizes feedback
} It is free of stress
} It is clear
PROFESSIONAL ETIQUETTE
Etiquette Basics
It's about Creating
a positive image
} Behavior:
• Exhibit a positive attitude and pleasant demeanor
• Use a firm handshake
• Maintain good eye contact
• Appropriate introductions – introduce someone by their title and last
name (Ms. Mrs. Mr. Dr. Smith), unless otherwise specified
• Rise when you are introducing someone or you are being introduced
• Nonverbal communication is important
• Show common respect and consideration for others
} 'Etiquette' is a French word which
means a 'ticket', on ceremonial or other important occasions a 'ticket' of
instructions were issued to visitors detailing what they should do.
} Thus the ticket enlists the rules of
decorous behavior observed in polite society.
} In a professional sense this
includes behavior towards clients and colleagues which is in their best
interests.
E-mail Etiquette
} Be concise and to the point
} Answer all questions
} Use proper spelling, grammar and
punctuation where needed
} Do not attach unnecessary files
} Do not overuse the high priority
option
} Do not write in CAPITALS
} Read the email before you send
} Do not overuse Reply to all
} Do not forward chain letters
} Never use email to discuss
confidential issues
} Use meaningful subject avoiding URGENT or IMPORTANT
} Don't ever forward any junk mail
} Don't reply to spam mail
Telephone Etiquette
Pre-call preparation
• Feel good about your work
• Smile
• Have a positive attitude
• Place the receiver of the
telephone correctly
• Organize your desk
} Identify yourself and the company /
organization
} Offer assistance in the absence of
others
} Do not make commitments for others
} Take accurate messages
Hold procedure & Transferring
calls
• Seek permission
• Specify the duration
• Explain the reason for the
transfer
• Wait for the customer’s response
• Get back to the customer in the
committed time frame
Handling complaints
} Listen carefully
} Convey sincere interest and be
empathetic
} Agree as often as possible
} Remain calm and courteous. DO NOT
ARGUE!
} Do not interrupt
} Do not blame co-workers
} Explain clearly
} Do not make unrealistic promises
} Apologize
} Act fast
} Follow up
Call closure
} Summarize what has been discussed
} Ask if you can provide further assistance
} End on a positive note
While closing the call
- Have a pleasant tone and be courteous
- Don’t sound rushed
- Pause at appropriate places
Work Etiquette
Observe Personal & Professional
boundaries
- Refrain from using office supplies for personal use
- Refrain from using swear words
- Avoid emotional outbursts
- Don’t groom yourself in public
- Mind your body language & posture
- Respect others’ cubicle/office space
Visit my Blog: https://learnenglishcommunicationskills.blogspot.com
Comments
Post a Comment