Office etiquette

3.  Always be on time
 Talk about your life outside the office when it's
appropriate
 Give credit where credit is due
 Avoid gossip
 Mutual understanding

4.  Don’t put others down.
 Don’t act superior.
 Manners do matter.
 Pick your fights carefully.
 If you are going to confront:
◦ Do it privately.
◦ Get calm.
◦ Know what you want for an outcome.
◦ Seek the other person’s “buy-in.”

6. “Coming together, staying together,
working together and succeeding together”
Be someone,
Somewhere
Someday…
…but NOT
Somehow
...Dr. Naomal Balasuriya

7. T
A team comprises a group of people linked in a
common purpose. ( it is for long term)
~ Together
~ Everyone
~ Achieve
~ More
E
A
M

8. • “……..a group of interacting individuals sharing
a common goal”
• “… a living entity”
• “…about not having a boss”
• “…the best way to continue your learning”
• “…built with blood, sweat and tears”
• “… is like the organs of the human body”
• “… is like the parts of a car put together”

9. • Great !
What makes a team a world class team?
• Special !
• Unique !
• Extra Ordinary !
• World Class !
Together
Everyone
Achieve
More
• Video BIRD

10. 1. The desire to be world class
“I am the greatest… I said that long before I Knew that…”
- Mohammed Ali
“What ever you touch change it into gold”

11. “………… a dream in action”
“What you want to achieve before you die gives
you meaning in life”
“How things will be, where, with whom, What you will
be doing and how you will feel ”
CSF’s…contd.
2. WORLD CLASS Vision
What is vision?
“A long term dream”

12. “A computer on every table,
In every Home,
In every country
In the world” ~ Microsoft
“To be a competitor to
the US Postal
Service” ~ Fred Smith

13. “I want the world to have a coke”
~Roberto Goizueta-Coke
Practical Example….

14. “The greatest danger in life is not setting our aims
too high and falling short
But…
Setting them too low and actually achieving them”
~ Michael Angelo

15. Dependability
Common Goal
Remove loneliness
Compassion ship
Support
Full filling goal
Communication
Same feeling
Empathy
Bonding
Togetherness
Trustworthiness
Understanding
Mutual respect
Common Focus
Team Spirit
Cohesiveness
Sharing attitude

17. Attitude is a mental position relative to way of
thinking or being.
Yes, It is all a matter of Attitude.
If you think you can’t, you’re right again.
If you think you can, you’re right.

18.  The Positive thinker sees the Invisible, feels
the Intangible, and achieves the Impossible.
Choose your attitude
 Your choice of attitude can decide the out
come of your life.
 Negative thoughts have no power unless you
empower them.
What is Attitude

20. UNLESS YOU ARE VERY CLEAR
ABOUT YOUR EXISTING THOUGHT
PATTERNS
AND THE NEED FOR INCREASING
THE DESIRABLE POSITIVE THOUGHT
PATTERNS
YOU CANNOT IMPROVE YOUR
POSITIVE ATTITUDE

21. 1. WHERE ARE WE NOW ?
2. WHERE DO WE WANT TO GO ?
3. HOW WILL WE GET THERE?

22. BE DISCIPLINED.
SELF – DISCIPLINE
IS THE FOUNDATION ON WHICH
ALL SUCCESS IS BUILT.
SELF – DISCIPLINE
IS THE ESSENCE OF
RESPONSIBLE PERSONAL EFFECTIVENESS.

23. THE SUREST WAY
TO PROMOTE
YOURSELF
IS TO HELP OTHERS
TO GET AHEAD.

24. OUR ATTITUDES
CONTROL OUR LIVES.
ATTITUDES ARE
A SECRET POWER
WORKING 24 HOURS A DAY,
FOR GOOD OR BAD.
WE MUST LEARN TO
HARNESS THIS GREAT FORCE.
OUR ATTITUDE DETERMINES
OUR ALTITUDE.
VIDEO

27. THE QUALITY
OF YOUR LIFE
IS THE QUALITY
OF YOUR COMMUNICATION,
BOTH WITH YOURSELF
AND OTHERS.

30. Why is
communication
important ?
• Inspires confidence
• Builds respect
• Helps make friends
• Reveals your ability to others
• Develops a distinct personality

32. 10 June 2021 32

33. 10 June 2021 33
PEOPLE ARE INFLUENCED,
PROBLEMS ARE SOLVED,
CHANGES ARE FACILITATED,
EXCELLENT RELATIONSHIPS ARE DEVELOPED,
DESIRED RESULTS ARE ACHIEVED, AND
SUCCESS IS ENSURED.

34. 10 June 2021 34
IS NOT JUST GETTING
THE MESSAGE ACROSS
BUT ITS ACCEPTANCE
FROM ITS INTENDED RECEIVERS WHICH
CAUSES THE EXPECTED BEHAVIOUR
FROM THE RECEIVERS OF THE MESSAGE
ONLY THEN, THE RECEIVERS
WILL BE WILLING TO
CONVERT THE COMMUNICATION
INTO ACTION

35. 10 June 2021 35
Love is so caring…
COMMUNICATION
INCLUDES
BODY LANGUAGE,
TONALITY OF VOICE &
THE WORDS YOU USE.
55% +
38% +
7% =

36. 1. MAKE SURE THAT
BODY LANGUAGE,
YOUR WORDS &
TONALITY
ARE CONGRUENT –
[ ALIGNED AND SENDING THE SAME MESSAGE ]

37. 2. MAINTAINING EYE CONTACT –
[ EXPRESSION OF YOUR INTEREST ]
3. IMPROVE YOUR VOICE CULTURE –
[ MAKE IT INTERESTING ]
4. BE POSITIVE, PRECISE AND CLEAR –
[ ~ “Don’t forget to complete the work by tomorrow.” ]
[ ~ “Please remember to complete the work by tomorrow.” ]
5. GOOD LISTENING
6. WELL-TIMED PAUSES

38. 7. SUMMARISING
8. EMPATHIZE
9. COMMUNICATION MUST APPEAL TO
BOTH MIND AND HEART
10. KEEP THE COMMUNICATION SIMPLE

39. 12. COMMUNICATE WITH CONFIDENCE
13. PRACTICE THE ART OF COMMUNICATING
ON PAPER
14. COMMUNICATION IS IRREVERSIBLE
~ communication cannot be reversed
[ reversible processes – water and ice
irreversible processes – milk and coffee ]

41.  Talk naturally to your audience
 Vary the tone, pitch and volume of your voice
 Make eye contact with your audience
 Use visual aids where appropriate
 Rehearse your talk and check your timings.
 Stay focused throughout your presentation
 Don’t Plan Gestures

43.  Habit #1: Get Your Bearings
 Habit #2: Challenge Conventional Approaches to
Targeting
 Habit #3: Take a Stand—Make Your Brand Stand for
Something
 Habit #4: Invest in Early Implementation Planning
 Habit #5: Select the Most Profitable Product, Not the
Most Appealing

44.  Habit #6: Apply Big Picture Shopper Insights All
Along
 Habit #7: Embrace a Continuous Improvement
Approach to Marketing Planning the Path to
Purchase

46. Who’s the customer?
Customer is
the next
person who
gets your
finished job

47. • The most important person in any business.
• Is not dependent on us. We are dependent on them.
• Is not an interruption of our work, but the purpose of it.
• Is part of our business – not an outsider.
• Does us a favor when they come in. We aren’t doing
them a favor by serving them.

48. •A customer is not just money in the cash register.
They are human beings with feelings and deserve
to be treated with respect.
•Is a person who comes to us with their needs and
wants. It is our job to fill them.
•Deserves the most courteous attention we can give
them. They are the lifeblood of every business.

49. • The Customer is the business’ biggest asset
• The Customer pays all our salaries wages and
bonuses
• The customer will go where he/she receives the
best attention
• There is no profit, no growth, no jobs without the
customer
Hence, You must be your customers’ best
choice!

50. 1. Patience
2. Attentiveness
3. Clear Communication Skill
4. Knowledge of the Product/Service
5. Ability to Use "Positive Language“
6. Acting Skills
7. Time Management Skills

51. 8. Ability to "Read" Customers
9. A Calming Presence
10. Goal Oriented Focus
11. Ability to Handle Surprises
12. Persuasion Skills
13. Tenacity
14. Closing Ability
15. Willingness to Learn