PPT for training for Employees for all business sectors

Professionalism in any work place is critical to the success of any enterprise. Most companies have Standing orders with regard to working structure in the company

1. Professionalism in the Professionalism in the
workplaceworkplace
For students participating in the For students participating in the
Shadowing ExternshipShadowing Externship

2. What is professionalism?What is professionalism?
•A set of internalized character strengths and A set of internalized character strengths and
values directed toward high quality service to values directed toward high quality service to
others through one’s workothers through one’s work
•Inner-strengthInner-strength
•Sound judgmentSound judgment
•Know-howKnow-how
•Business savvyBusiness savvy
•Mature responsibilityMature responsibility
•Problem solving perseveranceProblem solving perseverance
•IngenuityIngenuity
•classclass

3. AppearanceAppearance
•Well-groomedWell-groomed
•NeatNeat
•Proper attireProper attire
–NoNo jeans, shorts, revealing tops, sleeveless tops, etc jeans, shorts, revealing tops, sleeveless tops, etc
–Guys: slacks and polo/button-down shirtGuys: slacks and polo/button-down shirt
–Ladies: slacks, skirts (knees or below)Ladies: slacks, skirts (knees or below)
–Comfortable closed toe dress shoes (no sneakers or Comfortable closed toe dress shoes (no sneakers or
sandals)sandals)
–Scrubs may be ok, ask the Health care professionalScrubs may be ok, ask the Health care professional
•Solid color, matching top and bottomSolid color, matching top and bottom

4. Self-RespectSelf-Respect
•Be conscious that your work reflects Be conscious that your work reflects
your inner characteryour inner character
•Strive for excellenceStrive for excellence
•Do not view it as just “a job”Do not view it as just “a job”
•Be task-oriented and service-orientedBe task-oriented and service-oriented

5. Respect the experienceRespect the experience
•Learn from itLearn from it
•Improve yourself and skillsImprove yourself and skills
•Seek out adviseSeek out advise

6. Personal ResponsibilityPersonal Responsibility
•Respect others rightsRespect others rights
•Know your boundaries/limitsKnow your boundaries/limits
•Do not meddle in others affairsDo not meddle in others affairs
•No gossipNo gossip
•Do not handle personal interests at “work”Do not handle personal interests at “work”
•No drinking on the “job”No drinking on the “job”
•No foul languageNo foul language
•No sexual harassmentNo sexual harassment
•Turn off cell phones and pagersTurn off cell phones and pagers

7. Time-ManagementTime-Management
•SHOW UP ON TIME (Be Punctual)SHOW UP ON TIME (Be Punctual)
–Leave enough time for trafficLeave enough time for traffic
–Arrive earlyArrive early
–Call immediately if you cannot make-itCall immediately if you cannot make-it
•Make efficient use of resources and timeMake efficient use of resources and time
–Ask questionsAsk questions
–Take notesTake notes
•Meet all deadlinesMeet all deadlines

8. Telephone etiquetteTelephone etiquette
•Speak with a normal, pleasant, Speak with a normal, pleasant,
courteous voicecourteous voice
•Identify yourselfIdentify yourself
•Leave brief, clear messagesLeave brief, clear messages
•Return phone calls promptlyReturn phone calls promptly
•No personal callsNo personal calls

9. ConfidentialityConfidentiality
•All patients, cases and files are to be kept All patients, cases and files are to be kept
strictly confidential if you have accessstrictly confidential if you have access
•Do not discuss patient status/well-being Do not discuss patient status/well-being
with others (friends, family, etc), with others (friends, family, etc),
especially at the health care facilityespecially at the health care facility
•Make sure you ask about the Make sure you ask about the
confidentiality policies within the facilityconfidentiality policies within the facility
•Do not discuss/reveal any diagnosis with Do not discuss/reveal any diagnosis with
the patients or family members…YOU the patients or family members…YOU
ARE NOT THE HEALTH CARE PROVIDER!ARE NOT THE HEALTH CARE PROVIDER!

10. Mandatory: Copy and paste into a Mandatory: Copy and paste into a
word document. Print , sign and word document. Print , sign and
return to SC 136return to SC 136
Professionalism Workshop ContractProfessionalism Workshop Contract
I ____________________________ clearly I ____________________________ clearly
understand the terms and conditions of understand the terms and conditions of
the Professionalism Workshop and will the Professionalism Workshop and will
act accordingly during my shadowing act accordingly during my shadowing
Externship. Externship.
SignatureSignature DateDate

11. Netiquette and More: Good Netiquette and More: Good
Manners in Today’s Electronic Manners in Today’s Electronic
WorkplaceWorkplace
Technology Liaison LuncheonTechnology Liaison Luncheon
January 20, 2004January 20, 2004
Barbara Rowe, Associate University Barbara Rowe, Associate University
RegistrarRegistrar
University Registrar’s OfficeUniversity Registrar’s Office

12. What is Netiquette?What is Netiquette?
IIt is “network etiquette” - a set of t is “network etiquette” - a set of
rules for proper behavior onlinerules for proper behavior online
NetiquetteNetiquette by Virginia Shea by Virginia Shea

13. Electronic Mail EtiquetteElectronic Mail Etiquette
•Huge topic and lots of Huge topic and lots of
resourcesresources
•New culture/vocabularyNew culture/vocabulary
–NetizenNetizen
–FlameFlame
–SpamSpam
–EmoticonsEmoticons
–NewbieNewbie

14. Email EtiquetteEmail Etiquette
1. Be polite and remember the golden 1. Be polite and remember the golden
rulerule
2. Understand cyberculture – 2. Understand cyberculture –
ignorance online is NOT blissignorance online is NOT bliss
3. Communicate clearly and properly 3. Communicate clearly and properly
without errorswithout errors
4. Respect other people’s time and 4. Respect other people’s time and
bandwidthbandwidth

15. Email Etiquette continuedEmail Etiquette continued
5. Behave ethically – 5. Behave ethically –
adhere to the same adhere to the same
standards online as standards online as
you would in real lifeyou would in real life
6. Know where you are 6. Know where you are
in cyberspace – in cyberspace –
behave properly with behave properly with
listserves and groupslistserves and groups

16. Be Polite and Remember the Be Polite and Remember the
Golden RuleGolden Rule
•Type unto others as you would have Type unto others as you would have
them type unto youthem type unto you
•Remember the human! – we lose facial Remember the human! – we lose facial
expressions, gestures, and tone of voiceexpressions, gestures, and tone of voice
•Usually start your email with Hello, Hi, Usually start your email with Hello, Hi,
Dear or whateverDear or whatever
•Usually end your email with Thank you, Usually end your email with Thank you,
Sincerely, Take it easy, something!Sincerely, Take it easy, something!

17. Be Polite continuedBe Polite continued
•If forwarding, include a comment as to If forwarding, include a comment as to
whywhy
•NEVER TYPE IN ALL CAPS – IT MEANS NEVER TYPE IN ALL CAPS – IT MEANS
YOU’RE SHOUTINGYOU’RE SHOUTING
•Be careful using jokes or sarcasmBe careful using jokes or sarcasm
•Use simple emoticons to convey Use simple emoticons to convey
emotionemotion

18. Emoticons –symbols to Emoticons –symbols to
express emotion onlineexpress emotion online
•:-) :-)
•:-( :-(
•>:-( >:-(
•>:-{#} >:-{#}
•:-@ :-@
•:-!:-!
•(^.^)(^.^)
•(-.-)(-.-)
•……---…---…
•Smiley face, happySmiley face, happy
•Frown, sadFrown, sad
•Angry frown, upsetAngry frown, upset
•Gnashing teeth, really madGnashing teeth, really mad
•ScreamScream
•Foot in mouthFoot in mouth
•Rolling EyesRolling Eyes
•NappingNapping
•SOSSOS

19. Be Polite continuedBe Polite continued
•Don’t type hastily – remember, never Don’t type hastily – remember, never
put anything into an email that you put anything into an email that you
don’t want the world to know aboutdon’t want the world to know about
•You have no control of where an You have no control of where an
email goes after you hit the send keyemail goes after you hit the send key
•If you’ve mistakenly offended another If you’ve mistakenly offended another
person, do not hesitate to apologizeperson, do not hesitate to apologize
•Refrain from abusive or threatening Refrain from abusive or threatening
behavior or language (flaming)behavior or language (flaming)

20. FlamingFlaming
•A flame refers to any A flame refers to any
inflammatory or inflammatory or
insulting message sent insulting message sent
via emailvia email
•Best move is to send Best move is to send
them to trashthem to trash
•If you feel the flame is If you feel the flame is
worth responding to, worth responding to,
you’ve started a flame you’ve started a flame
warwar

21. Understand Cyberculture: Understand Cyberculture:
Ignorance online is not blissIgnorance online is not bliss
•Avoid using sexisms, racisms, ageisms, Avoid using sexisms, racisms, ageisms,
religionisms, homophobisms, etc.religionisms, homophobisms, etc.
•Never be ethnocentric (thinking one’s own Never be ethnocentric (thinking one’s own
culture or nation is superior) – email is a culture or nation is superior) – email is a
global arenaglobal arena
•Privacy – there is no such thing (never email Privacy – there is no such thing (never email
passwords, credit card numbers)passwords, credit card numbers)
•Never ever send unsolicited email to Never ever send unsolicited email to
anyone for any reason – beware of urban anyone for any reason – beware of urban
legends legends http://urbanlegends.about.com/

22. Understand Cyberculture Understand Cyberculture
cont.cont.
•Never forward email addresses to Never forward email addresses to
lots of people who do not want their lots of people who do not want their
email address sent out (use BCC)email address sent out (use BCC)
•Don’t forward virus warningsDon’t forward virus warnings
•Never send chain letters – stop themNever send chain letters – stop them
•In summary: never send bulk email - In summary: never send bulk email -
spammingspamming

23. SPAM: the equivalent of junk SPAM: the equivalent of junk
mailmail
•An unsolicited email (about An unsolicited email (about
a product or service) a product or service)
should never be sent should never be sent
unless you’re responding unless you’re responding
to a requestto a request
•Never respond to link to Never respond to link to
remove you from future remove you from future
mailings (that you haven’t mailings (that you haven’t
asked for)asked for)
•Spam Recycling Center Spam Recycling Center
www.spamrecycle.com

24. Communicate Clearly and Communicate Clearly and
Properly without ErrorsProperly without Errors
•You You willwill be judged by the quality of be judged by the quality of
your writing (what you won’t be your writing (what you won’t be
judged by is the color of your skin, judged by is the color of your skin,
your age, your clothing, your weight, your age, your clothing, your weight,
etc.)etc.)
•Spelling and grammar do count!Spelling and grammar do count!
•Proofread for errors!Proofread for errors!

25. Communicate Clearly cont.Communicate Clearly cont.
•Always capitalize your sentences and Always capitalize your sentences and
use appropriate punctuationuse appropriate punctuation
•Avoid excessively using acronyms in Avoid excessively using acronyms in
emails (ur for your, cya for see you emails (ur for your, cya for see you
later, and BTW for by the way)later, and BTW for by the way)
•Take the time to make sure that you Take the time to make sure that you
are proud of the messages you sendare proud of the messages you send

26. Communicate Clearly cont.Communicate Clearly cont.
•Always, always, always fill in the Always, always, always fill in the
subject line and make it descriptivesubject line and make it descriptive
•Use signature files as appropriate Use signature files as appropriate
(keep them short)(keep them short)
–NameName
–Email addressEmail address
–Homepage addressHomepage address
–Place of businessPlace of business
–Work address and phoneWork address and phone
–Character quote if you’d likeCharacter quote if you’d like

27. Communicate Clearly cont.Communicate Clearly cont.
•Avoid special formatting: You Avoid special formatting: You maymay
want to look want to look goodgood with with fancyfancy
formattingformatting, but others see plain black, but others see plain black
•Use spaces between paragraphsUse spaces between paragraphs
•*Asterisks* make a stronger point*Asterisks* make a stronger point
•Underline with underscore symbols Underline with underscore symbols
_Netiquette and More__Netiquette and More_
•Dates: 4 JAN 2001 or JAN 4 2001, not Dates: 4 JAN 2001 or JAN 4 2001, not
1-4-2001 1-4-2001

28. Respect Other People’s Time Respect Other People’s Time
and Bandwidthand Bandwidth
•It’s your responsibility to ensure that the time It’s your responsibility to ensure that the time
they spend reading your posting isn’t wastedthey spend reading your posting isn’t wasted
•Email wasn’t intended for long conversationsEmail wasn’t intended for long conversations
•A summary sentence helpsA summary sentence helps
•Always edit out unnecessary information from Always edit out unnecessary information from
a post you are responding toa post you are responding to
•Always minimize, compress or “zip” large files Always minimize, compress or “zip” large files
before sendingbefore sending
•Respect the bandwidth (storage capacity) of a Respect the bandwidth (storage capacity) of a
host system (>100K ask permission)host system (>100K ask permission)

29. Behave Ethically: Follow Same Behave Ethically: Follow Same
Standards Online as Real LifeStandards Online as Real Life
•Be ethical: if you encounter an ethical Be ethical: if you encounter an ethical
dilemma in cyberspace, consult the dilemma in cyberspace, consult the
code you follow in real lifecode you follow in real life
•Breaking the law is bad netiquetteBreaking the law is bad netiquette
•Ask permission for the right to Ask permission for the right to
download materials found at other sitesdownload materials found at other sites
•Do not forward email to mailing lists Do not forward email to mailing lists
without the original author’s permissionwithout the original author’s permission

30. Behave Ethically continuedBehave Ethically continued
•Respect other people’s privacy: never Respect other people’s privacy: never
read their emailread their email
•Don’t abuse your power (e.g. system Don’t abuse your power (e.g. system
administrators should never read administrators should never read
personal emails)personal emails)
•Understand the legal nature of email Understand the legal nature of email
in your place of business (W&L in your place of business (W&L
policies on the UR Web site)policies on the UR Web site)

31. Know Where You are in Know Where You are in
Cyberspace: Cyberspace:
Listserves/GroupsListserves/Groups
•Lurk before you leapLurk before you leap
•Keep in mind when in Keep in mind when in
listserves or message listserves or message
boards that you are in boards that you are in
a global arenaa global arena
•Be forgiving of other Be forgiving of other
people’s mistakespeople’s mistakes
•Save subscription Save subscription
messages (usually has messages (usually has
unsubscribe directions)unsubscribe directions)

32. Listserves and Groups cont.Listserves and Groups cont.
•Apologize for cross-posting when you Apologize for cross-posting when you
do itdo it
•Don’t use academic networks for Don’t use academic networks for
commercial or proprietary workcommercial or proprietary work
•For distribution lists – put in BCC to For distribution lists – put in BCC to
protect people’s privacyprotect people’s privacy
•Understand shared folders and who Understand shared folders and who
“owns” a folder“owns” a folder

33. Good Manners: It’s not Good Manners: It’s not
Magic!Magic!
•Remember the humanRemember the human
•Remember the Golden Remember the Golden
RuleRule
•Be polite and well Be polite and well
behavedbehaved
•Good grammar and Good grammar and
writingwriting
•Good ethics and Good ethics and
understanding of cultureunderstanding of culture

34. ReferencesReferences
•Baldrige, Letitia. 1993. Letitia Baldrige’s Baldrige, Letitia. 1993. Letitia Baldrige’s New Complete New Complete
Guide to Executive MannersGuide to Executive Manners. Rawson Associates, NY. Rawson Associates, NY
•www.onlinenetiquette.com Online Netiquette Uncensored! Online Netiquette Uncensored!
•www.albion.com/netiquette/corerules.html The Core Rules The Core Rules
of Netiquette – Excerpted from Netiquette by Virginia Sheaof Netiquette – Excerpted from Netiquette by Virginia Shea
•www.dtcc.edu/cs/rfc1855.html Delaware Tech Netiquette Delaware Tech Netiquette
GuidelinesGuidelines
•http://members.aol.com/intwg/menu.htm Internet Writing Internet Writing
GuideGuide
•http://computing.wlu.edu/policies/email.html W&L W&L
University Computing PoliciesUniversity Computing Policies
•http://computing.wlu.edu/policies/hazards.html W&L W&L
computing and legal issuescomputing and legal issues

35. Polite PracticesPolite Practices
in the Workplacein the Workplace
Employee DevelopmentEmployee Development
ProgramProgram

36. BenefitsBenefits
•More productive, professional work relationshipsMore productive, professional work relationships
•Mutual feelings of respect between co-workers and supervisorsMutual feelings of respect between co-workers and supervisors
•Improved self esteemImproved self esteem
•Productive teamworkProductive teamwork
•Increased trust in the workplaceIncreased trust in the workplace
•Effective problem solvingEffective problem solving
•Increased likelihood of good performance reviews, promotions, career growth, etc.Increased likelihood of good performance reviews, promotions, career growth, etc.

37. Good Manners: Workplace ImpactGood Manners: Workplace Impact
• Today’s casual workplace has endangered professional courtesy.Today’s casual workplace has endangered professional courtesy.
Practicing the golden rule or treating others as we ourselves would like to be treated should be more commonplace than it is today. We may explain or excuse our Practicing the golden rule or treating others as we ourselves would like to be treated should be more commonplace than it is today. We may explain or excuse our
laxity as “being more informal,” but most of the time we’re just being rude.laxity as “being more informal,” but most of the time we’re just being rude.
• First impressions do make a difference.First impressions do make a difference.
In a job interview or when meeting a client for the first time, how you’re dressed and your behavior send lasting impressions which remain with the other person, In a job interview or when meeting a client for the first time, how you’re dressed and your behavior send lasting impressions which remain with the other person,
regardless of future positive interactions. Organizations are often judged by the way their employees behave, both inside and outside the workplace.regardless of future positive interactions. Organizations are often judged by the way their employees behave, both inside and outside the workplace.
• Good manners may make or break a career.Good manners may make or break a career.
Some companies purposely preorder difficult foods at a lunch interview to evaluate your reaction. In addition, don’t misinterpret an invitation to lunch as an Some companies purposely preorder difficult foods at a lunch interview to evaluate your reaction. In addition, don’t misinterpret an invitation to lunch as an
indication of employment, as this is not necessarily true. Do however, be aware that your manners will be watched and they will monitor how well you conduct indication of employment, as this is not necessarily true. Do however, be aware that your manners will be watched and they will monitor how well you conduct
conversation. conversation.
Promotions and raises are likely to be denied to employees who are consistently rude to superiors, subordinates, peers and customers. Promotions and raises are likely to be denied to employees who are consistently rude to superiors, subordinates, peers and customers.
• Poor manners are distracting. Poor manners are distracting.
Yelling across an office, snooping around someone else’s desk, and, gossiping are rude behaviors. Co-workers can become distracted by employees with poor manners Yelling across an office, snooping around someone else’s desk, and, gossiping are rude behaviors. Co-workers can become distracted by employees with poor manners
and productivity and good work relationships suffer. and productivity and good work relationships suffer.
• Good manners set the tone for work relationships.Good manners set the tone for work relationships.
Good manners facilitate open communication, problem solving and enhance trust and respect. These are the building blocks for good work relationships.Good manners facilitate open communication, problem solving and enhance trust and respect. These are the building blocks for good work relationships.
• Good manners make life at work more bearable.Good manners make life at work more bearable.
Most of us work in cubicles without much privacy. Good manners and respect for those around us reduce stress, motivate employees and improve morale.Most of us work in cubicles without much privacy. Good manners and respect for those around us reduce stress, motivate employees and improve morale.

38. Common Pet PeevesCommon Pet Peeves
•InterruptionsInterruptions
•ProfanityProfanity
•Gossip, undermining, disrespectful, Gossip, undermining, disrespectful,
and other inappropriate behaviorsand other inappropriate behaviors
•Caste systemCaste system
•E-mail/Voice mail abuseE-mail/Voice mail abuse
•Conflicting directivesConflicting directives

39. Your AttitudeYour Attitude
There is a polite way to do anything.There is a polite way to do anything.
•Follow the Golden Rule: Follow the Golden Rule:
“Do unto others as you would have them do unto you.”“Do unto others as you would have them do unto you.”
•Clean up after yourself.Clean up after yourself.
•Don’t make promises you can’t keep.Don’t make promises you can’t keep.
•Be considerate of others’ time.Be considerate of others’ time.
•Make saying “please” and “thank you” routine.Make saying “please” and “thank you” routine.
•Be patient.Be patient.

40. TelephonesTelephones
• 75 - 80% of today’s business is conducted by telephone.75 - 80% of today’s business is conducted by telephone.
• Return phone calls promptly. It’s disrespectful not to return someone’s call. If someone Return phone calls promptly. It’s disrespectful not to return someone’s call. If someone
reaches you in error, return the call and redirect them to the appropriate person.reaches you in error, return the call and redirect them to the appropriate person.
• Sit up straight, breathe deeply, talk into the mouth piece and smile. Your body language Sit up straight, breathe deeply, talk into the mouth piece and smile. Your body language
will be reflected in your tone of voice and communicates your interest in the caller.will be reflected in your tone of voice and communicates your interest in the caller.
• Always make an attempt to answer the call by the second ring.Always make an attempt to answer the call by the second ring.
• Do not eat, drink or shuffle papers when you are answering and talking on the telephone.Do not eat, drink or shuffle papers when you are answering and talking on the telephone.
• Do not answer a business phone with “hello.” Say instead, “Good morning or afternoon, Do not answer a business phone with “hello.” Say instead, “Good morning or afternoon,
your department name, then your name. Make sure you enunciate clearly without your department name, then your name. Make sure you enunciate clearly without
running words together.running words together.
• Avoid keeping a caller on hold for more than a minute. If it takes longer than that, get Avoid keeping a caller on hold for more than a minute. If it takes longer than that, get
back to the caller, explain and apologize for the delay.back to the caller, explain and apologize for the delay.
• Be attentive to the caller. Callers should not feel that they are competing with other Be attentive to the caller. Callers should not feel that they are competing with other
people or distractions for your attention. people or distractions for your attention.
• Always end a call with good-bye.Always end a call with good-bye.
• Don’t wait outside a co-workers office or cubicle waiting for him/her to finish up a phone Don’t wait outside a co-workers office or cubicle waiting for him/her to finish up a phone
call. Leave and try again later; leave a note, or call and make an appointment to talk.call. Leave and try again later; leave a note, or call and make an appointment to talk.
• Don’t listen in on co-workers phone conversations -- if you share office space or are in Don’t listen in on co-workers phone conversations -- if you share office space or are in
an adjacent cubicle, this may be unavoidable. Try to keep busy while the person is talking an adjacent cubicle, this may be unavoidable. Try to keep busy while the person is talking
and never comment on what you’ve overheard.and never comment on what you’ve overheard.
• Cellular Phones: When using a cellular phone keep to areas where you won’t disturb Cellular Phones: When using a cellular phone keep to areas where you won’t disturb
others, and keep your voice as quiet as possible. If in a restaurant, try to remove yourself others, and keep your voice as quiet as possible. If in a restaurant, try to remove yourself
from the dining area to a quiet corner of the room so as not to bother others. If you’re on from the dining area to a quiet corner of the room so as not to bother others. If you’re on
a train, plane or mass transit and must take or make a call, keep it as short and discreet as a train, plane or mass transit and must take or make a call, keep it as short and discreet as
possible.possible.
• Speaker Phones: A speakerphone is a great convenience when several people need to Speaker Phones: A speakerphone is a great convenience when several people need to
participate in a conference call. But in a two-person conversation, it often annoys or participate in a conference call. But in a two-person conversation, it often annoys or
offends the person whose voice is being broadcast, particularly if s/he hasn’t been told the offends the person whose voice is being broadcast, particularly if s/he hasn’t been told the
speaker is being used. Use it only when necessary and avoid using it with a client or in a speaker is being used. Use it only when necessary and avoid using it with a client or in a
cubicle.cubicle.

41. E-MailE-Mail
• Consider the importance of the message when deciding whether to send e-mail or talk to Consider the importance of the message when deciding whether to send e-mail or talk to
someone in person.someone in person.
• Human warmth cannot be conveyed by e-mail. Word your messages carefully, Human warmth cannot be conveyed by e-mail. Word your messages carefully,
remembering that your e-mail message may be easily misinterpreted.remembering that your e-mail message may be easily misinterpreted.
• E-mail should not include subject matter you’d be uncomfortable having anyone else see.E-mail should not include subject matter you’d be uncomfortable having anyone else see.
• Save funny remarks and jokes to use in a face to face meeting. Be as polite as possible, Save funny remarks and jokes to use in a face to face meeting. Be as polite as possible,
avoiding the use of slang or jargon.avoiding the use of slang or jargon.
• Make sure that your message is succinct.Make sure that your message is succinct.
• You will be judged by the quality of your words. Be direct, yet polite in your message. Say You will be judged by the quality of your words. Be direct, yet polite in your message. Say
what you mean, mean what you say and refrain from swearing.what you mean, mean what you say and refrain from swearing.
• E-mail reflects the individual sending it. Since job performance may be evaluated on the E-mail reflects the individual sending it. Since job performance may be evaluated on the
quality of your communication skills, you should always present your best work. It only quality of your communication skills, you should always present your best work. It only
takes a minute to check spelling, grammar and punctuation. Also, be sure that your e-mail takes a minute to check spelling, grammar and punctuation. Also, be sure that your e-mail
messages are properly formatted. You don’t want others outside of your organization to messages are properly formatted. You don’t want others outside of your organization to
receive messages that are hard to decipher.receive messages that are hard to decipher.
• Respect the privacy of other’s e-mail. Just as you would not trespass into another’s desk Respect the privacy of other’s e-mail. Just as you would not trespass into another’s desk
drawers or files, neither should you read their e-mail.drawers or files, neither should you read their e-mail.
• Anytime you send or receive an e-mail message, remember that a record of it remains. In Anytime you send or receive an e-mail message, remember that a record of it remains. In
some states, e-mail messages are now being used as evidence in courts of law. When some states, e-mail messages are now being used as evidence in courts of law. When
you’re crafting a message , you should consider not only who is going to read it today, but you’re crafting a message , you should consider not only who is going to read it today, but
who might read it a year from now.who might read it a year from now.
(continued)(continued)

42. E-Mail E-Mail (Continued)(Continued)
• Although directed to one person or a group, e-mail can easily be forwarded to others. Although directed to one person or a group, e-mail can easily be forwarded to others.
Employees should be aware that their employers can and sometimes do monitor e-mail Employees should be aware that their employers can and sometimes do monitor e-mail
correspondence. In fact, people have been fired for inappropriately using company e-correspondence. In fact, people have been fired for inappropriately using company e-
mail.mail.
• Don’t “shout.” Messages written in all capital letters are not only hard to read but Don’t “shout.” Messages written in all capital letters are not only hard to read but
perhaps more importantly, messages in all capital letters will be interpreted by others perhaps more importantly, messages in all capital letters will be interpreted by others
as shouting.as shouting.
• Proofread your message before sending. Check to see that you’ve attached the correct Proofread your message before sending. Check to see that you’ve attached the correct
files. Be sure to double check the TO: and CC: address lines carefully when files. Be sure to double check the TO: and CC: address lines carefully when
addressing and responding to e-mail messages. As a rule of thumb, send information addressing and responding to e-mail messages. As a rule of thumb, send information
to the people who need to know, rather than to everyone on the original distribution to the people who need to know, rather than to everyone on the original distribution
list.list.
• Identify the subject accurately and succinctly. Some say that the most important part Identify the subject accurately and succinctly. Some say that the most important part
of any e-mail message is the subject line. That’s because those few descriptive words of any e-mail message is the subject line. That’s because those few descriptive words
and your name are often the only clues a recipient has to help him/her prioritize new and your name are often the only clues a recipient has to help him/her prioritize new
e-mail messages. Be succinct, but informative, when describing your message, and e-mail messages. Be succinct, but informative, when describing your message, and
heed one note of caution. Writing “important” in the subject line might not always get heed one note of caution. Writing “important” in the subject line might not always get
priority attention because the other messages in the in-box are probably important, priority attention because the other messages in the in-box are probably important,
too. Instead , use descriptive subjects such as “Q1 Status Report 2/19” which delivers too. Instead , use descriptive subjects such as “Q1 Status Report 2/19” which delivers
a great deal of information in a small amount of space.a great deal of information in a small amount of space.
• Be directBe direct . E-mail makes it easy to efficiently communicate important . E-mail makes it easy to efficiently communicate important
information, especially when you craft messages using bullets and short paragraphs. information, especially when you craft messages using bullets and short paragraphs.
The more succinct you are, the more likely it is that your message will be read, The more succinct you are, the more likely it is that your message will be read,
understood, and acted upon. Reviewing and editing you e-mail messages will improve understood, and acted upon. Reviewing and editing you e-mail messages will improve
your communication and help you clarify issues. No one knows how long a message your communication and help you clarify issues. No one knows how long a message
takes to create, they only know how clear (or unclear) it is when it’s received.takes to create, they only know how clear (or unclear) it is when it’s received.
• Delete outdated messages. If you find yourself beginning to accumulate hundreds of Delete outdated messages. If you find yourself beginning to accumulate hundreds of
messages in your in-box or worse yet in multiple folders, stop. Take a moment, messages in your in-box or worse yet in multiple folders, stop. Take a moment,
perhaps at the end of every month, and delete outdated messages. Keeping only the e-perhaps at the end of every month, and delete outdated messages. Keeping only the e-
mail messages you need will make you and your network more efficient.mail messages you need will make you and your network more efficient.

43. VoicemailVoicemail
Three tips for better voice mail messages:Three tips for better voice mail messages:
•Keep your outgoing message current. Keep your outgoing message current.
–If you’re going to be out of the office, indicate this in your message. If you’re going to be out of the office, indicate this in your message.
–If you will be away for an extended period of time, state your If you will be away for an extended period of time, state your
anticipated date of return, whether or not you’ll be retrieving messages anticipated date of return, whether or not you’ll be retrieving messages
during your absence and if not, provide an alternate contact. during your absence and if not, provide an alternate contact.
–When you are the caller, specify the purpose of your call rather than When you are the caller, specify the purpose of your call rather than
simply saying, “Please give me a call.” This way, s/he will know the simply saying, “Please give me a call.” This way, s/he will know the
purpose and can prepare a response in case s/he reaches your purpose and can prepare a response in case s/he reaches your
voicemail. voicemail.
–While identifying yourself when leaving your message, speak clearly, While identifying yourself when leaving your message, speak clearly,
pausing between your first and last name. Spell difficult names. State pausing between your first and last name. Spell difficult names. State
your phone number slowly at the beginning of your message, repeating your phone number slowly at the beginning of your message, repeating
it at the end. it at the end.

44. MeetingsMeetings
• When announcing a meeting, state its purpose.When announcing a meeting, state its purpose.
• Prepare a written agenda, distribute it to all participants in advance and follow it. If Prepare a written agenda, distribute it to all participants in advance and follow it. If
requesting input from invitees, give a deadline for the entries so that they may be requesting input from invitees, give a deadline for the entries so that they may be
added to your agenda. added to your agenda.
• Inform each person of the significance of their presence. If inviting someone whose Inform each person of the significance of their presence. If inviting someone whose
role does not warrant a listing on the official meeting agenda, be specific as to the role does not warrant a listing on the official meeting agenda, be specific as to the
importance of his or her presence. importance of his or her presence.
• Be prepared. Read all materials which may have been sent to you beforehand so that Be prepared. Read all materials which may have been sent to you beforehand so that
you may participate in discussions.you may participate in discussions.
• Start the meeting on time even if all participants have not arrived to ensure that your Start the meeting on time even if all participants have not arrived to ensure that your
meeting ends on time. meeting ends on time.
• When the meeting starts, greet those around you whom you know. Introduce yourself When the meeting starts, greet those around you whom you know. Introduce yourself
to those you don’t know and ask others to introduce themselves. to those you don’t know and ask others to introduce themselves.
• Avoid interruptions such as side conversations.Avoid interruptions such as side conversations.
• Set time limits on speaking, encourage everyone to participate, and don’t allow Set time limits on speaking, encourage everyone to participate, and don’t allow
anyone to monopolize the meeting. If someone is taking more than their their share of anyone to monopolize the meeting. If someone is taking more than their their share of
time, interject something like, “Thank you, Tom. Does anyone else have a time, interject something like, “Thank you, Tom. Does anyone else have a
suggestion.”suggestion.”
• If someone brings up a non-agenda item, you can say, “That’s an interesting point but If someone brings up a non-agenda item, you can say, “That’s an interesting point but
we don’t have time to explore it right now.” Then suggest either discussing it we don’t have time to explore it right now.” Then suggest either discussing it
privately after the meeting or scheduling it to be discussed at a future meeting.privately after the meeting or scheduling it to be discussed at a future meeting.
Once you’ve called a meeting, ensure it is productive by utilizing the
following guidelines:

45. Men And Women As Colleagues: Men And Women As Colleagues: The New RulesThe New Rules
• Whoever gets to the door first should open it for those who follow. Whoever gets to the door first should open it for those who follow.
• Whoever is closest to the elevator door should enter or exit first.Whoever is closest to the elevator door should enter or exit first.
• Both men and women should rise to greet a client, office guest, or anyone they’re meeting for the first time. Both men and women should rise to greet a client, office guest, or anyone they’re meeting for the first time.
• Both genders should offer to shake the hand of an office visitor, client, or someone they’re meeting for the first time. Since many men were reared to believe it was Both genders should offer to shake the hand of an office visitor, client, or someone they’re meeting for the first time. Since many men were reared to believe it was
improper to initiate a handshake with a woman, sometimes women must give men a hand (literally) and initiate the handshake. improper to initiate a handshake with a woman, sometimes women must give men a hand (literally) and initiate the handshake.
• At a business lunch, a woman should not expect a male companion to pull out her chair for her, nor should he feel compelled to do so. At a business lunch, a woman should not expect a male companion to pull out her chair for her, nor should he feel compelled to do so.
• Whoever invites a colleague or client to a business lunch pays for it. A woman dining with a man is usually asked by the waiter for her order first. If a woman has Whoever invites a colleague or client to a business lunch pays for it. A woman dining with a man is usually asked by the waiter for her order first. If a woman has
extended the invitation and will be paying for the bill, she can simply say to the waiter, “I’d like my guest to order first.” This informs the waiter who should receive extended the invitation and will be paying for the bill, she can simply say to the waiter, “I’d like my guest to order first.” This informs the waiter who should receive
the check, and she has put her guest at ease by confirming that lunch is on her. the check, and she has put her guest at ease by confirming that lunch is on her.
• Common faux pas made by men:Common faux pas made by men:
– Addressing female colleagues as “honey,” “dear” or “sweetheart”Addressing female colleagues as “honey,” “dear” or “sweetheart”
– Touching or patting female colleagues rather than greeting them with a handshakeTouching or patting female colleagues rather than greeting them with a handshake
– Excluding women from the “old boys’ network”Excluding women from the “old boys’ network”
• Common faux pas made by women:Common faux pas made by women:
– Providing only their first name when answering the phone. When only first names are used, business women are frequently mistaken for employees without Providing only their first name when answering the phone. When only first names are used, business women are frequently mistaken for employees without
authority.authority.

46. Personal/Professional Personal/Professional
BoundariesBoundaries
•If you have to conduct personal business during the workday, save it for lunchtime. If making toll calls, pay for them using your personal phone/credit card. If you have to conduct personal business during the workday, save it for lunchtime. If making toll calls, pay for them using your personal phone/credit card.
•Don’t use the resources to which you have access for personal business without permission. Company fax, letterhead and office supplies are for office use only. Don’t use the resources to which you have access for personal business without permission. Company fax, letterhead and office supplies are for office use only.
•Refrain from using vulgarities and swear words. Profanity is rude and never appropriate in the workplace. Refrain from using vulgarities and swear words. Profanity is rude and never appropriate in the workplace.
•Avoid crying, shouting, or allowing yourself other emotional outbursts. If you’re uncontrollably sad or angry, close your office door, go in the restroom, or otherwise Avoid crying, shouting, or allowing yourself other emotional outbursts. If you’re uncontrollably sad or angry, close your office door, go in the restroom, or otherwise
seclude yourself until you’ve regained your composure. seclude yourself until you’ve regained your composure.
•Don’t groom yourself in public. Personal hygiene is just that--personal--and should be done in the restroom or before leaving home. Don’t groom yourself in public. Personal hygiene is just that--personal--and should be done in the restroom or before leaving home.
•If possible, avoid coming to work sick to prevent spreading your illness to others. If possible, avoid coming to work sick to prevent spreading your illness to others.
•Don’t ask co-workers personal questions regarding finances, marital status or about employment status such as promotions and salary. Don’t ask co-workers personal questions regarding finances, marital status or about employment status such as promotions and salary.
•Don’t ask a subordinate to do personal chores such as buying a personal gift or running an errand unless these terms were established at the time of hiring.Don’t ask a subordinate to do personal chores such as buying a personal gift or running an errand unless these terms were established at the time of hiring.
• If you are asked to do something that’s not a regular part of your job, you might say, “I don’t feel comfortable doing that, since it’s not a part of my job.”If you are asked to do something that’s not a regular part of your job, you might say, “I don’t feel comfortable doing that, since it’s not a part of my job.”
•Since many of us spend a substantial portion of our time at work, we tend to form personal and professional relationships. Be cautious, as this may create conflict. Define Since many of us spend a substantial portion of our time at work, we tend to form personal and professional relationships. Be cautious, as this may create conflict. Define
the boundary between the two, in order to behave appropriately at work. the boundary between the two, in order to behave appropriately at work.
•Pick up after yourself. Keep your work area neat, and remember to return the supplies you may have used in copy or break rooms to their appropriate place. Pick up after yourself. Keep your work area neat, and remember to return the supplies you may have used in copy or break rooms to their appropriate place.
•Respect others’ cubicle/office space. Generally, the lack of privacy is stressful enough without the interference of managers and other co-workers treating some one else’s Respect others’ cubicle/office space. Generally, the lack of privacy is stressful enough without the interference of managers and other co-workers treating some one else’s
work space as their own. Be courteous and always announce your arrival, even in cubicles.work space as their own. Be courteous and always announce your arrival, even in cubicles.

47. Working From HomeWorking From Home
• Set regular business hours or develop a business schedule and put in full work days. Set regular business hours or develop a business schedule and put in full work days.
• Family members and friends should be informed when business is being conducted and interruptions should be avoided. Family members and friends should be informed when business is being conducted and interruptions should be avoided.
• Working from home is not a substitute for day care or elder care resources. Working from home is not a substitute for day care or elder care resources.
• Dress professionally. Slippers and pajamas do not promote a professional attitude. The lack of business attitude will be Dress professionally. Slippers and pajamas do not promote a professional attitude. The lack of business attitude will be
communicated to co-workers, supervisors or customers through the phone or in your e-mail messages. communicated to co-workers, supervisors or customers through the phone or in your e-mail messages.
• When conducting business calls, make sure you have privacy first. Background noise such as children, television, etc. detract from When conducting business calls, make sure you have privacy first. Background noise such as children, television, etc. detract from
a work environment. a work environment.
• Leave a “work-suitable” outgoing voicemail message. Do not use your personal message machine. Leave a “work-suitable” outgoing voicemail message. Do not use your personal message machine.
• Respond to incoming calls promptly. Respond to incoming calls promptly.
• If using company equipment, treat the equipment with care and protect it from damage.If using company equipment, treat the equipment with care and protect it from damage.
• Balance work and home--don’t work around the clock. Balance work and home--don’t work around the clock.

48. Business Meals and the Business Meals and the
Company CafeteriaCompany Cafeteria
•Business lunches and dinnersBusiness lunches and dinners
– There may be occasions in which you will be required to attend a business lunch or dinner. Ensure that you use proper table manners There may be occasions in which you will be required to attend a business lunch or dinner. Ensure that you use proper table manners
while dining with your supervisors and co-workers. while dining with your supervisors and co-workers.
– If you are unsure of proper etiquette or uncomfortable in this type of setting, read a book on table manners and the art of social If you are unsure of proper etiquette or uncomfortable in this type of setting, read a book on table manners and the art of social
conversation to help you gain confidence. Resources and bibliography are included in these handouts. conversation to help you gain confidence. Resources and bibliography are included in these handouts.
•Company cafeteriaCompany cafeteria
– Keep the line moving. Read the list of specials before it’s your turn to order. Keep the line moving. Read the list of specials before it’s your turn to order.
– Treat cafeteria workers with respect.Treat cafeteria workers with respect.
– Don’t intrude on others. Before seating yourself to dine with them, ask if it’s all right to join them. Don’t intrude on others. Before seating yourself to dine with them, ask if it’s all right to join them.
– Avoid making derogatory comments about the food. If you don’t like it, find other alternatives. Avoid making derogatory comments about the food. If you don’t like it, find other alternatives.
– Leave your eating area in better condition than how you found it. Place your dirty dishes in the area designated for them, and throw Leave your eating area in better condition than how you found it. Place your dirty dishes in the area designated for them, and throw
away any disposable items. away any disposable items.

49. Office PartiesOffice Parties
•The safest way to avoid embarrassment or behavior you’ll regret later is to stay in control. Limiting your The safest way to avoid embarrassment or behavior you’ll regret later is to stay in control. Limiting your
alcohol consumption is a starting point. The use of any illegal substances should not be tolerated. alcohol consumption is a starting point. The use of any illegal substances should not be tolerated.
•Office parties held outside the office are still office parties. How you behave during the gathering will leave Office parties held outside the office are still office parties. How you behave during the gathering will leave
an impression on others. an impression on others.
•Dress appropriately. Remember this is a business-related function. Dress appropriately. Remember this is a business-related function.
•Be cautious about flirting. Office parties are official functions and, therefore, extensions of the workplaces. Be cautious about flirting. Office parties are official functions and, therefore, extensions of the workplaces.
The law holds employers accountable for behavior that is considered sexual harassment whether it is in an The law holds employers accountable for behavior that is considered sexual harassment whether it is in an
office or off premises. office or off premises.

50. CorrespondenceCorrespondence
•Business letters should be short and to the point.Business letters should be short and to the point.
•Limit your letters to one page whenever possible. Limit your letters to one page whenever possible.
•Emphasize the readers perspective: ”What’s in it for me?”Emphasize the readers perspective: ”What’s in it for me?”
•Avoid beginning too many sentences with I, we, my or our.Avoid beginning too many sentences with I, we, my or our.
•Limit your sentences to twenty-two words or less. Limit your sentences to twenty-two words or less.
•Avoid writing in the heat of anger, as you may say things you’ll regret later. Avoid writing in the heat of anger, as you may say things you’ll regret later.
•End with an action step that suggest the reader’s next move or yours. End with an action step that suggest the reader’s next move or yours.
•Use correct spelling, punctuation and grammar. This includes correctly spelling the recipient’s name. Use correct spelling, punctuation and grammar. This includes correctly spelling the recipient’s name.

51. Dear Etta KetteDear Etta Kette
1.1. Dear Etta Kette,Dear Etta Kette,
I am losing the battle of e-mail and voice mail. My co-workers send me messages all day long - even for something minor. Often times, I will receive 2 or 3 voice I am losing the battle of e-mail and voice mail. My co-workers send me messages all day long - even for something minor. Often times, I will receive 2 or 3 voice
mails from the same individual on the same topic - they simply keep adding ideas. What can I do to reduce the message overload? It’s stressing me out. I am losing mails from the same individual on the same topic - they simply keep adding ideas. What can I do to reduce the message overload? It’s stressing me out. I am losing
productive time following up on each one.productive time following up on each one.
Signed: Hopelessly Lost in Cyber TrashSigned: Hopelessly Lost in Cyber Trash
2. Dear Etta Kette,2. Dear Etta Kette,
My boss is on a new kick! She has moved her office to the same open cubicle space as the rest of us. She says this will keep her accessible and in the mix. All it has My boss is on a new kick! She has moved her office to the same open cubicle space as the rest of us. She says this will keep her accessible and in the mix. All it has
done is create more stress. She is always “dropping by” and it feels like she is spying, because, if we are on the phone, she will wait and listen to our conversation and done is create more stress. She is always “dropping by” and it feels like she is spying, because, if we are on the phone, she will wait and listen to our conversation and
then ask who it was --even if it is a personal call on our break. If we are writing or working on the computer, she will look over our shoulder and read our work! What then ask who it was --even if it is a personal call on our break. If we are writing or working on the computer, she will look over our shoulder and read our work! What
can I do or say to my boss?can I do or say to my boss?
Signed: Eyes and Ears Are On MeSigned: Eyes and Ears Are On Me
3.3. Dear Etta Kette,Dear Etta Kette,
What can I do about a co-worker who has the cubicle next to me? He is always on the phone and the more excited he gets, the louder he gets. He also has some stupid What can I do about a co-worker who has the cubicle next to me? He is always on the phone and the more excited he gets, the louder he gets. He also has some stupid
habit of pounding his fist or hand on the metal file cabinet. Not only is it hard to concentrate or carry on professional phone calls, it surprises me when he makes the habit of pounding his fist or hand on the metal file cabinet. Not only is it hard to concentrate or carry on professional phone calls, it surprises me when he makes the
pounding noise.pounding noise.
Signed: Pounding TemplesSigned: Pounding Temples
4.4. Dear Etta Kette,Dear Etta Kette,
Our department head is always late! She schedules meetings and is in charge of leading yet she is always running 10 - 15 minutes late. My time is important, too! Our department head is always late! She schedules meetings and is in charge of leading yet she is always running 10 - 15 minutes late. My time is important, too!
Should I just arrive 10 minutes late, because I know the meeting won’t start on time? Should I start the meeting even though I’m not supposed to lead? I have a fantasy Should I just arrive 10 minutes late, because I know the meeting won’t start on time? Should I start the meeting even though I’m not supposed to lead? I have a fantasy
of conducting the meeting and dismissing everyone before the department head even arrives. I would love to see the look on her face when she arrives to an empty of conducting the meeting and dismissing everyone before the department head even arrives. I would love to see the look on her face when she arrives to an empty
room and completed agenda.room and completed agenda.
Signed: Pacing in the Halls and Drumming My Fingers on the TableSigned: Pacing in the Halls and Drumming My Fingers on the Table

52. Resources and BibliographyResources and Bibliography
Business Etiquette in Brief : The Competitive Edge for Today's Professional, Business Etiquette in Brief : The Competitive Edge for Today's Professional, by Ann Marie Sabath, Adams Publishing, 1993.by Ann Marie Sabath, Adams Publishing, 1993.
Essential Business Etiquette; Bottom Line Behavior for Everyday Effectiveness,Essential Business Etiquette; Bottom Line Behavior for Everyday Effectiveness, by Lou Kennedy, Palmetto Publishing, 1997. by Lou Kennedy, Palmetto Publishing, 1997.
Executive Etiquette in the New WorkplaceExecutive Etiquette in the New Workplace, by Marjabelle Young Stewart, St. Martin’s, 1996., by Marjabelle Young Stewart, St. Martin’s, 1996.
Letitia Baldrige's New Complete Guide to Executive Manners, Letitia Baldrige's New Complete Guide to Executive Manners, by Letitia Baldrige, Scribner, 1993.by Letitia Baldrige, Scribner, 1993.
Miss Manners Rescues Civilization from Sexual Harassment, Frivolous Lawsuits, Dissing and Other Lapses in CivilityMiss Manners Rescues Civilization from Sexual Harassment, Frivolous Lawsuits, Dissing and Other Lapses in Civility, by Judith Martin, Crown , by Judith Martin, Crown
Publishers, 1996Publishers, 1996
Panache That Pays, Panache That Pays, by Maria Perniciaro Everding, GME Publishing, 1997.by Maria Perniciaro Everding, GME Publishing, 1997.
USA Today, 12/16/96, Cover story, “Wanted: Good Citizens, Close Communities.”USA Today, 12/16/96, Cover story, “Wanted: Good Citizens, Close Communities.”
US News, 4/22/96, Cover story, “The American Uncivil Wars.”US News, 4/22/96, Cover story, “The American Uncivil Wars.”

53. Trainer’s Name: ________________________ Date/Time: ________________
Company: _____________________________ Location: _________________
Please circle your responses and make comments or suggestions below.
Very Little
Excellent GoodGoodValue Poor
1. What is your OVERALL opinion of
this course? 5 4 3
2 1
2. The course MATERIALS were: 5 4 3
2 1
3. The course ACTIVITIES were: 5 4 3
2 1
4. The instructor’s PRESENTATION
of the information was: 5 4 3
2 1
5. The instructor’s KNOWLEDGE of the
the subject was: 5 4 3
2 1
6. Would you recommend this training
to co-workers? YES NO
Training Evaluation for:
Polite Practices
Comments, questions and concerns:
What did you feel was the most useful?
Program..PPT: p. 1 Rev. 05/10/00
What did you feel was the least useful?
What other training programs would you like to attend?

54. ON SITE ETIQUETTE

55. 1.1. E mail Communication:E mail Communication:
1. Communication with the client will be Cc to the 1. Communication with the client will be Cc to the
reporting manager in XXX.reporting manager in XXX.
2. While communicating, be sure that you do not 2. While communicating, be sure that you do not
disclose any of Company’s confidential disclose any of Company’s confidential
information. Good practice is to consult your information. Good practice is to consult your
manager before communicating.manager before communicating.
3. Any personal issues can be mailed to 3. Any personal issues can be mailed to [email protected]..
4. In case connectivity is not provided, use dial up 4. In case connectivity is not provided, use dial up
service. service.
5. While your priority and customer schedule will be 5. While your priority and customer schedule will be
given due importance, please do attend to our given due importance, please do attend to our
company mail on a regular basis.company mail on a regular basis.

56. Apart from the above follow the Apart from the above follow the
general Email Etiquettegeneral Email Etiquette::
1.Think before you write. Make certain that you are
sending a message that will be both clear and
useful.
2.Remember that you are Accountable for what you
write.
3.Keep your message concise. Do not use SMS
language or slang language.
4.Address the person based on the relationship. Sir,
Dear Sir, Hi, Hai, Hello, at appropriate places.

57. 5. Use the “Subject” line to get the readers’ attention. Do
not have vague subject lines.
6. Take the time to poof read your document before you
send it. Run the document through spell check and/or
the grammar checker.
7. Check for the addressee and attachment details before
sending.
8. Give a brief background in the first paragraph of your
message.
9. Remember that e-mail is not necessarily confidential.
10. Practice not to use conditional words like should, shall,
etc.,

58. 11. Don’t “Spam” your readers. Don’t send them
unnecessary or frivolous messages. Soon, they’ll
quit opening any message from you.
12. DON’T TYPE IN ALL CAPS! IT LOOKS LIKE
YOU’RE YELLING AT THE READERS!
Remember, if you emphasize everything, you
will have emphasized nothing.
13. Don’t type in all lower case. If you violate the
rules of English grammar and usage, you make it
difficult for the reader to read.

59. 14. Take the time to poof read your document before 14. Take the time to poof read your document before
you send it.you send it.
15. Rub the document through spell check and/or the 15. Rub the document through spell check and/or the
grammar checker. grammar checker.

60. 2. Verbal Communication:2. Verbal Communication:
1.Any new commitments to the customer should be
discussed and approval sought from XXX Manager.
2.Do not discuss any of our Company matters, except your
project.
3.Talk with Dignity, politeness and be a brand ambassador
of XXX / India .
4.Do not use words which are construed as not ethical.
5.Do not get into any controversial conversation which
may affect the sentiments of the local population /
employees.

61. 6. Use your judgment in avoiding arguments.
7. Do not react adversely for any comments / arguments by
the client, on the other hand take initiative and try to
address the issues with the help of your managers.
8. There may be situations where you’ll face humiliation,
please do not react immediately, but can report to your
manager at XXX.

62. Apart from the above, follow the general / Apart from the above, follow the general /
acceptable guidelines:acceptable guidelines:
• Keep the message clear
• Be prepared
• Keep the message simple
• Be vivid when delivering the message , use
examples.
• Be natural
• Keep the message concise

63.   5 W + 1 H (5 W + 1 H (Who? What? When? Who? What? When?
Where? Why? How?)Where? Why? How?)
 Who are you speaking to? What are their
interests, presuppositions and values? What do
they share in common with others; how are they
unique?
 What do you wish to communicate? One way of
answering this question is to ask yourself about
the ‘success criteria’. How do you know if and
when you have successfully communicated what
you have in mind?
 When? Timing is important here. Develop a sense
of timing, so that your contributions are seen and
heard as relevant to the issue or matter at hand.
There is a time to speak and a time to be silent.
‘It’s better to be silent than sing a bad tune.’

64. Where? What is the physical context of the
communication in mind? You may have time to visit the
room, for example, and rearrange the furniture. Check
for availability and visibility if you are using audio or
visual aids. 
Why? In order to convert hearers into listeners, you
need to know why they should listen to you – and tell
them if necessary. What disposes them to listen? That
implies that you know yourself why you are seeking to
communicate – the value or worth or interest of what
you are going to say.
How can you best convey your message? Language is
important here, as are the nonverbal cues discussed
earlier. Choose your words and your nonverbal cues
with your audience in mind. Plan a beginning, middle
and end. If time and place allow, consider and prepare
audio-visual aids.

65. Enhancing your communications:Enhancing your communications:
• Because gestures can both compliment and
contradict your message, be mindful of these.
• Eye contact is an important step in sending
and receiving messages. Eye contact can be a
signal of interest, a signal of recognition, even
a sign of honesty and credibility.  
• Closely linked to eye contact are facial
expressions, which can reflect attitudes and
emotions.

66. Enhancing your communications:Enhancing your communications:
• Posture can also be used to more effectively
communicate your message.
• Clothing is important. By dressing for your job,
you show respect for the values and conventions
of your organization.
• Be mindful of people’s personal space when
communicating. Do not invade their personal
space by getting too close and do not confuse
communications by trying to exchange
messages from too far away.

67. 3. Meetings:3. Meetings:
1.Minutes has to be discussed, emailed to the manager at
XXX
2.Be clear about the agenda of the meeting
3.Prior discussion with your manager is advisable before
attending any meeting.
4.During the meeting, maintain expected code of
conduct.
5.In case of doubt on any queries raised by the customer,
kindly make a note of it and clarify after discussing
with your manager, instead of giving unclear answers.

68. 3. Meetings:3. Meetings:
6. Meeting among Afilites in client place to be avoided both
during working hours and non working hours. The
concerned team lead has to take initiative to have this
meeting in a common place suitable for everyone. Eg.,
Weekly lunch meeting or weekly dinner meeting.
7. During telecon conference, be sure that you and your
manager speaks the same language i.e. no conflict of ideas /
issues. In case if you find any difference of opinion, do not
react while the telecon is on. Take a different time to vent
out your issues.
8. Ensure that minutes of the meeting has been done either
from your side or from the client’s side. Normally, if you
initiate the meeting, take responsibility to draft the minutes
and get client’s consensus.

69. 4. Sending Reports:4. Sending Reports:
1.Weekly report to be prepared in two formats. 1) WSR
for XXX and 2) Client specified format.
2.Formulate a Synopsis before writing the report.
3.Have a standard format and maintain the sequence.
4.Have a proper heading for the report.
5.Include important statistics.
6.Periodicity to be well defined.

70. 4.4.Sending Reports:Sending Reports:
7. Report should elicit only correct information.
8.Express your concerns at the work place to
[email protected]
9. Make it confidential
10. Be short and simple but informative.
11. Categorise critical and important issues separately
and avoid mixing.

71. 5. Work Timings: 5. Work Timings:
- Follow the work timings of the client.- Follow the work timings of the client.
- Please maintain a Time Sheet wherein your timings - Please maintain a Time Sheet wherein your timings
can be noted.can be noted.
- Be present in the place of work atleast 10 minutes - Be present in the place of work atleast 10 minutes
before the scheduled time.before the scheduled time.
- Please obtain permission from the respective - Please obtain permission from the respective
reporting officer at the client’s place in case you reporting officer at the client’s place in case you
may have to report late.may have to report late.
- In case of any hardships as far as the timings are - In case of any hardships as far as the timings are
concerned, do not react immediately to the client, concerned, do not react immediately to the client,
rather talk to your manager for redressal of this rather talk to your manager for redressal of this
issue through him.issue through him.

72. 6. Expenses:6. Expenses:
Expenses may be of different types:
a)      Conveyance
b)     Food and Refreshments.
c)      Accomodation.
d)     Dress code
e)      Refreshments for Customer employees
f)       Attending party / meeting hosted by
customer / customer’s employees.

73. 6. Expenses6. Expenses
      h)h) Purchase of stationery / miscellaneous items for Purchase of stationery / miscellaneous items for
official official
workwork
          I) Call charges I) Call charges
          j) Medical expenses.j) Medical expenses.
          k) Domestic expenditure.k) Domestic expenditure.
        l) In some case, purchase of equipments.l) In some case, purchase of equipments.

74. While incurring the above mentioned expenses,
advised that,
-   Care to be taken to choose reasonably good
diet.
-   Maintain the office decorum by neatly dressed
up.
-   Refrain from unnecessary acquaintances in the
client place.
-   Limit your expenses carefully.
- Use your intelligence in spending for the
customer ( if warranted)

75. - Do not accept unnecessary favours.- Do not accept unnecessary favours.
- Make your judgement in doing purchase - Make your judgement in doing purchase
decisions.decisions.
- - Please keep the relevant bills safely. In case if you Please keep the relevant bills safely. In case if you
have to submit the bills to the company, please have to submit the bills to the company, please
do it within the proper timeframe.do it within the proper timeframe.

76. CLIENT’S CONFIDENTIAL CLIENT’S CONFIDENTIAL
INFORMATION:INFORMATION:
•1. 1. Customer’s value creationCustomer’s value creation: XXX commits to provide : XXX commits to provide
quality service to its clients collaborating with them to quality service to its clients collaborating with them to
shape opportunities that are value driven, placing their shape opportunities that are value driven, placing their
interests first and providing excellence in delivery.interests first and providing excellence in delivery.
•  2. XXX expects all of its people to take appropriate 2. XXX expects all of its people to take appropriate
measures to protect copyrighted or licensed information measures to protect copyrighted or licensed information
as well as any confidential or otherwise protected as well as any confidential or otherwise protected
information of our clients and other third parties. information of our clients and other third parties.

77. 3) This includes:
a) Understanding and abiding by any applicable
contractual restrictions that has been agreed to
be followed with clients or other third parties.
b) Not to discuss, disclose, copy any
copyrighted, licensed, or confidential client or
third-party information without proper
authorization from the owner and then only as
authorized and required in our duties with XXX.
c) Do not use copyrighted, licensed, or
confidential information of client or third-party
information for personal or other gain or
advantage, or to advance the interests of XXX,
except where specifically authorized by XXX.

78. •4) It is the responsibility of each of us to take 4) It is the responsibility of each of us to take
appropriate precautions to make sure unauthorized appropriate precautions to make sure unauthorized
people do not have access to or use such people do not have access to or use such
information. information.
•  
•5) It is a good practice to consult your manager even 5) It is a good practice to consult your manager even
in case of any trivial doubts.in case of any trivial doubts.
GOOD LUCK AND OWN CORPORATE
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