Todays Intention..

To have each one of us being at ease being extraordinary being effective to produce planned outcome

The most difficult task for humankind is to

Change
Changing ourselves & not Others
Who moved my cheese? - By Dr Spencer Johnson

The disease that hinders achievement

Self-righteousness
I am right you are not Right

Self-esteem is built on..

Small disciplines

Etiquette builds..

Rapport
If two people or groups have a rapport, they have a good relationship in which they are able to understand each other's ideas or feelings very well.

Positive Relationships...

The Whale done Approach

As Against GOTCHA

WHAT IS BUSINESS ETIQUETTE ?

Code of conduct or behavior Essential for growth in career, these work like a lubricant Efficiency performs, etiquette establishes!

ENTRY ETIQUETTE
Knock before opening the door or even if its is open & ask May I come in sir / maam With a client - Open the door for them & let them go inside Stop & show the way to the client crossing your path Wipe your shoes on the door mat

ENTRY ETIQUETTE
Empower the usher and the receptionist by greeting them Sit gently and do not drag your chair or squeak your shoes The bag/ briefcase goes on the floor and not on the table

Show lots of patience while waiting to be called for a meeting

FACE EXPRESSION
Smile adds to your personality & does not cost anything Easiest way to break ice with customers- Smile should be welcoming and not plastic Never laugh with colleagues when client is around Involve the clients in your laughter Be serious about the work not about ourselves

INTERPERSONAL ETIQUETTE
A man is introduced to a woman, a junior to a senior, a co-worker to a customer Lady initiates handshake with men Never point a finger on anyone While yawning / coughing / sneezing, cover mouth with hand and excuse yourself, and wipe hand with a handkerchief

INTERPERSONAL ETIQUETTE INTERPERSONAL ETIQUETTE

Do not mock & ridicule physical attribute Do not ridicule personal belief and ethics Do not discuss about a person in his absence Do not discuss about a problem with a person who has no control over the issue - GOSSIP

INTERPERSONAL ETIQUETTE INTERPERSONAL ETIQUETTE

Do not indulge in unsolicited coaching Speak the language the other person is comfortable with No dirty jokes Be amusing if possible but not so clever that it hurts

Men And Women As professional: The New Rules

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 & operate if you are near the board Both men and women should rise to greet a client, office guest, or anyone theyre meeting for the first time

Men And Women As professional: The New Rules

Both genders should offer to shake the hand of an office visitor, client, or someone theyre meeting for the first time. 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.

Men And Women As professional: The New Rules

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, Id 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.

Men And Women As professional: The New Rules

Common faux pas made by men:

Addressing female colleagues as honey, dear or sweetheart Touching or patting female colleagues rather than greeting them with a handshake Excluding women from the old boys network

BUSINESS CARD ETIQUETTE

Always stand up and receive or give the business card Business card must be held by both the hands from the corners, facing the other person Do not keep it anywhere else, put it in your card holder or shirt or jacket Always reciprocate a card with a card If you are nor carrying say I have just finished with them-Apologise

SPEAKING ETIQUETTE
Wounds by words go deeper than those by a sword Speak softly and gently never shout across Do not use abbreviations and non technical terms & standard terminology Do not use abusive language or be flippant Always do build-up conversation and never teardown conversations

EATINGETIQUETTE ETIQUETTE EATING

Never eat with your mouth open Munch/Sip without noise Never hold the glass with the hand you are eating with

Remove food particles with toothpick with one hand covering your mouth

EATING ETIQUETTE
Eat only in the pantry

Clean the mess you have done

Rinse your mouth and wash hands after meals Dont chew with your mouth open or blow on your food While eating your elbows must hug your ribs Cutlery should not make noise

BUSINESS LUNCHOR OR DINNER BUSINESS LUNCH DINNER

Arrive on time Wait to sit until everyone else has Place napkin in lap before eating or drinking anything Order something easy to eat Do not hold the order up because you cannot make a decision. Feel free to ask for suggestions from others at the table Wait to eat until everyone has been served Dont wipe your silver on your napkin, as it insults your hostesss kitchen sanitation

TOILET ETIQUETTE
Never wet seat. If wet, dry with tissue paper Always flush after use and clear Always wash hands with soap after using toilet Never litter the toilet with tissue paper, etc. Clean your nose and comb your hair in the toilet only Close the door of the toilet after use

EXITETIQUETTE ETIQUETTE EXIT

Say, May I take your leave, Sir? Get up and move backward gracefully putting the chair back in place and offer to put away your cup / glass

A word of thank you / farewell is important Thank you for your time/ visit Sir, have a good rest of the day
Never leave in between a conversation

GENERAL ETIQUETTE ETIQUETTE GENERAL

Avoid personal telephone calls Be punctual If possible, apply for leave in advance or call personally Respect co-workers in front of customers Maintain self control & restraint Offer assistance with humility & accept assistance graciously Put the things back in place e.g. scissors, staplers etc. Switch off your computer, lights and fans of your working area

FURNITURE ETIQUETTE FURNITURE ETIQUETTE

Remember that furniture cannot protect itself, do not abuse it No lighted cigarettes at the edge of the table

Use coasters
Close the cabinets after use Take care of the upholstery

Do not make sound while closing

or opening a drawer

DONT Scratch

The groin area and do not adjust the Crotch in Public

DRESS FORFOR DIFFERENT OCASSIONS DRESS DIFFERENT OCCASSIONS

1. Lunch, Dinner, Farewell, Meetings are all official events (Dress code specified) Casual-shorts/pants, button down shirt for summer, jeans and a sweater for winter Business Casual-Open shirt and sports jacket Semi-Formal-Dark suit and tie Black-Tie- Tuxedo a suit with Black wool jacket with black satin lapels, black trouser with satin stripe on the outside, Black satin bow and a waistcoat, cufflinks, stud, black shoes White Tie-Tail coat with patented leather dancing shoes

DRESS FOR DIFFERENT OCASSIONS

For Men Lunch, Dinner, Farewell, Meetings are all official events hence for men - White/ Blue plain shirt - A tie - Black shoes laced - Black ,Grey, Navy suit for dinner For women - Saree, Salwar Kameez, Western Attire with sober colour and design to be worn. - Nothing that is deep, sleeveless and see through

BODY LANGUAGE | IMPORTANCE

In communication 3 important aspects are
Actions speak louder than Words

Verbal (words)

Albert Mehrabian
Vocal (tone of voice)

7% impact
What I Say

Visual (Non Verbal)

38% impact
The Way I Say

55% impact Look & Smell

My Actions Say

RIGID
DISINTERESTED CLOSED MIND DISSATISFIED NO BUSINESS

DEFIANCE
The tighter and Higher the arms are crossed, the greater the degree of AGGRESSION conveyed

DONT
Hands in pocket convey: Insecurity

Low confidence Controlled Inhibited Lack of Interest

DINING ETIQUETTE
Keep hands on lap unless you are using them to eat Practice proper posture; sit up straight with your arms close to your body Bring food to your mouthnot your head to the plate Try to eat at the same pace as everyone else Take responsibility for keeping up the conversation

Place napkin on chair seat if excusing yourself for any reason

Place napkin beside plate at the end of the meal Do not play the music with the cutlery Pass the Dishes to your right side or left not across & NEVER Stand to hold a bowl, request to pass on

DINING ETIQUETTE
Dip soup away from you and clear drip on the edge of bowl, sip from the side of the spoon Pass salt and pepper (Cruet) togethereven if asked for only one If the item has a handle, such as a pitcher, pass with the handle towards the next person For bowls with spoons, pass with the spoon ready for the next person While you are speaking during a meal, utensils should rest on plate (fork and knife crossed on the plate with tines down- pause)

DINING DISPLAY DINING DISPLAY

Rule of 4: meaning L-E-F-T has 4 letters and so
does F-O-R-K and F-O-O-D so both of these will be found on the left hand side of the place setting

Rule of 5: while R-I-G-H-T has 5 letters and so

does S-P-O-O-N and D-R-I-N-K so these items will

be on the right side of the place setting

LEAVING A TIP
If the service has been inferior, do not inform your companions that you plan to leave a less than-sizable tip. To recognize good service, leave atleast 15% of the total bill. If the service has been minimally acceptable, you may leave only 10%. If so dissatisfied that you feel the urge to leave less, leave nothing explaining your actions to the manager.

CELL PHONE ETIQUETTE

Answer the phone within 3 rings. Do not have too many personal calls coming at office time Put mobiles on silent /pager/standard ring tones When away from your desk, carry your mobile or activate your voice mail, ensuring that your colleagues dont have to answer your calls. Use your library voice when speaking and walk up instead of yelling instructions. Do not go out of office to take calls.

HIGH Competing

Collaborating

Task
(Pursuit of own concerns) Compromising

Avoiding

Accommodating

LOW

Relationship
(Pursuit of others concern)

HIGH

ASSERTIVE

H
Competing
Win-Lose

COLLABORATING
(WIN-WIN)

Compromising
UNASSERTIVE

Win-win Sub-Optimal
Avoiding Accommodating

Lose-Lose

Lose-Win

L UNCOOPERATIVE

COOPERATIVE

BALANCE WORK & HOME

TIME
Things to do list Identify Priority Making it happen Evaluate deviations

TIME MANAGEMENT
Its not managing time, its managing yourself

MANAGING TIME
While we cant manage time, we can manage... Activities Priorities Schedules

Spend first and last 15 minutes of the day organizing physically & mentally

PARETO PRINCIPLE OF 20:80

Italian economist in the 19th century Significant items in a given group normally constitute a relatively small portion of the total items in the group

80% of time is wasted to get 20% of work done

WHEN IS YOUR PRIME TIME

Morning? Afternoon? Evening?

Consider scheduling your busy time or your difficult tasks according to your prime times

Leave less demanding tasks for lower energy times

SELF GENERATED TIME WASTERS

Disorganization Procrastination Inability to say NO

Our own fault

ENVIRONMENTAL TIME WASTERS

Unexpected Visitors Non essential Phone calls Junk mail Unnecessary Waiting Crises Thinking others Can not do the best

TIME MANAGEMENT

We therefore need to look at a quadrant relationship between these 4 parameters

Urgent Vs Non Urgent Important Vs Unimportant

THE TIME MANAGEMENT MATRIX

URGENT
QUADRANT I

NOT URGENT
QUADRANT II

IMPORTANT

Daily work Crises Pressing problem Targets

Monthly WORK hours Customer enthusiasm Inventory management Relationship building Recreation
QUADRANT IV

NOT IMPORTANT

QUADRANT III

Interruptions Some phone calls Some mail Discussing Home problems at work Gossip

Time wasters Procrastination Some pleasant activities Some phone calls

THE TIME MANAGEMENT MATRIX

URGENT
QUADRANT I

NOT URGENT
QUADRANT II Spending time with prevention & planning activities will work to prevent problems & reduce the amount of stress in your life

IMPORTANT

NOT IMPORTANT

QUADRANT III

QUADRANT IV

Anything less than a conscious commitment to the important is an unconscious commitment to the unimportant

SPENDING MOST TIME IN Q I

URGENT
QUADRANT I

NOT URGENT
QUADRANT II

IMPORTANT

Results
Stress Burnout Crisis Management Always putting out fire QUADRANT III QUADRANT IV

NOT IMPORTANT

SPENDING MOST TIME IN Q II

URGENT IMPORTANT
QUADRANT I

NOT URGENT
QUADRANT II

Results
Vision, perspective Balance Discipline Control Few Crises Productivity

NOT IMPORTANT

QUADRANT III

QUADRANT IV

SPENDING MOST TIME IN Q III

URGENT
QUADRANT I

NOT URGENT
QUADRANT II

IMPORTANT NOT IMPORTANT

QUADRANT III

QUADRANT IV

Results
Short term focus Crisis Management Feels victimized & out of control Shallow or broken relationship

SPENDING MOST TIME IN Q IV

URGENT IMPORTANT NOT IMPORTANT
QUADRANT I QUADRANT III

NOT URGENT
QUADRANT II QUADRANT IV

Results
Total Irresponsibility Dissatisfaction with no results Dependent on others Instructions to do basics

What Is a Team?
Together Everyone Achieves Magic

STAGES OF TEAM DEVELOPMENT

Storming -As participants become more familiar with each other, different viewpoints and disagreements surface. Alliances and conflicts occur; the leader may be challenged. While some groups suppress this stage, effective teams need to work through it to learn how to deal with differences and to achieve their highest quality results. Norming -Members of the group begin to learn from each other and establish guidelines for working together. These "rules" may vary widely from team to team, but in a wellformed team they meet the needs and styles of the members. Leadership is shared among participants more evenly and mutual trust develops.

Forming -The participants lack a clear understanding of their purpose, the group's capabilities and of each other. Because they often do not know each other, members tend to be polite or to withhold thoughts or reactions. They often look to the leader for direction and structure.

Performing -The team puts the full force of its resources into getting results. Goals, roles, procedures, and relationships support the team process. All is not perfect, but success is maintained by rapid identification of problems and barriers as they occur. Regular and honest team assessment is used to keep the team on course and to avoid complacency. Coach

TEAM

Team Development Stages

Tuckmans Model of Team

Happy rapport!

520,Anriksh Bhawan,K G Marg,Connaught Place, New Delhi-110001 Landline: +91-11-41517751,Cell:+919811058689 (surya) E-mail: confluence.training@gmail.com surya.training@gmail.com