Common Barriers to Effective Communication:

 The use of jargon. Over-complicated, unfamiliar and/or technical terms.

 Emotional barriers and taboos. Some people may find it difficult to express their emotions and some
topics may be completely 'off-limits' or taboo.
 Lack of attention, interest, distractions, or irrelevance to the receiver. (See our page Barriers to
Effective Listening for more information).
 Differences in perception and viewpoint.
 Physical disabilities such as hearing problems or speech difficulties.
 Physical barriers to non-verbal communication. Not being able to see the non-verbal cues, gestures,
posture and general body language can make communication less effective.
 Language differences and the difficulty in understanding unfamiliar accents.
 Expectations and prejudices which may lead to false assumptions or stereotyping.  People often
hear what they expect to hear rather than what is actually said and jump to incorrect conclusions.
 Cultural differences.  The norms of social interaction vary greatly in different cultures, as do the way
in which emotions are expressed. For example, the concept of personal space varies between cultures and
between different social settings.

MANAGING CONFLICTS
Wherever there are people, there always will be conflict. Managers have to deal with conflict in the workplace
every day. Conflict management is the ability to be able to identify and handle conflicts sensibly, fairly, and
efficiently.

Definition of Conflict Management

Conflict management is the practice of being able to identify and handle conflicts sensibly, fairly, and
efficiently. Since conflicts in a business are a natural part of the workplace, it is important that there are people
who understand conflicts and know how to resolve them. This is important in today's market more than ever.
Everyone is striving to show how valuable they are to the company they work for and at times, this can lead to
disputes with other members of the team.

Conflict Management Styles

Conflicts happen. How an employee responds and resolves conflict will limit or enable that employee's success.
Here are five conflict styles that a manager will follow according to Kenneth W. Thomas and Ralph H.
Kilmann:
An accommodating manager is one who cooperates to a high degree. This may be at the manager's own
expense and actually work against that manager's own goals, objectives, and desired outcomes. This approach is
effective when the other person is the expert or has a better solution.
Avoiding an issue is one way a manager might attempt to resolve conflict. This type of conflict style does not
help the other staff members reach their goals and does not help the manager who is avoiding the issue and
cannot assertively pursue his or her own goals. However, this works well when the issue is trivial or when the
manager has no chance of winning.
Collaborating managers become partners or pair up with each other to achieve both of their goals in this style.
This is how managers break free of the win-lose paradigm and seek the win-win. This can be effective for
complex scenarios where managers need to find a novel solution.
Competing: This is the win-lose approach. A manager is acting in a very assertive way to achieve his or her
own goals without seeking to cooperate with other employees, and it may be at the expense of those other
employees. This approach may be appropriate for emergencies when time is of the essence.
Compromising: This is the lose-lose scenario where neither person or manager really achieves what they want.
This requires a moderate level of assertiveness and cooperation. It may be appropriate for scenarios where you
need a temporary solution or where both sides have equally important goals.

Thomas-Kilmann Conflict Mode Instrument

DEVELOPING AN ASSERTIVE COMMUNICATION STYLE

Being assertive is a core communication skill. Being assertive means that you express yourself effectively and
stand up for your point of view, while also respecting the rights and beliefs of others.

Being assertive can also help boost your self-esteem and earn others' respect. This can help with stress
management, especially if you tend to take on too many responsibilities because you have a hard time saying
no. Some people seem to be naturally assertive. But if you're not one of them, you can learn to be more
assertive.

Why assertive communication makes sense

Because assertiveness is based on mutual respect, it's an effective and diplomatic communication style. Being
assertive shows that you respect yourself because you're willing to stand up for your interests and express your
thoughts and feelings. It also demonstrates that you're aware of the rights of others and are willing to work on
resolving conflicts.

Of course, it's not just what you say — your message — but also how you say it that's important. Assertive
communication is direct and respectful. Being assertive gives you the best chance of successfully delivering
your message. If you communicate in a way that's too passive or too aggressive, your message may get lost
because people are too busy reacting to your delivery.

The benefits of being assertive

Being assertive is usually viewed as a healthier communication style. Being assertive offers many benefits. It
helps you keep people from walking all over you. On the flip side, it can also help you from steamrolling others.

Behaving assertively can help you:

 Gain self-confidence and self-esteem

 Understand and recognize your feelings
 Earn respect from others
 Improve communication
 Create win-win situations
 Improve your decision-making skills
 Create honest relationships
 Gain more job satisfaction
Learning to be more assertive can also help you effectively express your feelings when communicating with
others about issues.

Learning to be more assertive

People develop different styles of communication based on their life experiences. Your style may be so
ingrained that you're not even aware of what it is. People tend to stick to the same communication style over
time. But if you want to change your communication style, you can learn to communicate in healthier and more
effective ways.

Here are some tips to help you become more assertive:

 Assess your style. Do you voice your opinions or remain silent? Do you say yes to additional work even
when your plate is full? Are you quick to judge or blame? Do people seem to dread or fear talking to you?
Understand your style before you begin making changes.
 Use 'I' statements. Using "I" statements lets others know what you're thinking without sounding
accusatory. For instance, say, "I disagree," rather than, "You're wrong."
 Practice saying no. If you have a hard time turning down requests, try saying, "No, I can't do that now."
Don't hesitate — be direct. If an explanation is appropriate, keep it brief.
 Rehearse what you want to say. If it's challenging to say what you want or think, practice typical
scenarios you encounter. Say what you want to say out loud. It may help to write it out first, too, so you can
practice from a script. Consider role-playing with a friend or colleague and ask for blunt feedback.
 Use body language. Communication isn't just verbal. Act confident even if you aren't feeling it. Keep
an upright posture, but lean forward a bit. Make regular eye contact. Maintain a neutral or positive facial
expression. Don't wring your hands or use dramatic gestures. Practice assertive body language in front of a
mirror or with a friend or colleague.
 Keep emotions in check. Conflict is hard for most people. Maybe you get angry or frustrated, or maybe
you feel like crying. Although these feelings are normal, they can get in the way of resolving conflict. If you
feel too emotional going into a situation, wait a bit if possible. Then work on remaining calm. Breathe
slowly. Keep your voice even and firm.
 Start small. At first, practice your new skills in situations that are low risk. For instance, try out your
assertiveness on a partner or friend before tackling a difficult situation at work. Evaluate yourself afterward
and tweak your approach as necessary.

Developing Your Assertiveness

Some people are naturally more assertive than others. If your disposition tends more towards being either
passive or aggressive, you need to work on the following skills.

Value yourself and your rights

 Understand that your rights, thoughts, feelings, needs and desires are just as important as everyone
else's.

 But remember they are not more important than anyone else's, either.

 Recognise your rights and protect them.

 Believe you deserve to be treated with respect and dignity at all times.

 Stop apologizing for everything.

Identify your needs and wants, and ask for them to be satisfied

 Don't wait for someone to recognize what you need (you might wait forever!)

 Understand that to perform to your full potential, your needs must be met.

 Find ways to get your needs met without sacrificing others' needs in the process.
Acknowledge that people are responsible for their own behavior

 Don't make the mistake of accepting responsibility for how people react to your assertive statements
(e.g. anger, resentment). You can only control yourself.

 As long as you are not violating someone else's needs, then you have the right to say or do what you
want.
Express negative thoughts and feelings in a healthy and positive manner

 Allow yourself to be angry, but always be respectful.

 Do say what's on your mind, but do it in a way that protects the other person's feelings.

 Control your emotions.

 Stand up for yourself and confront people who challenge you and/or your rights.
Receive criticism and compliments positively

 Accept compliments graciously.

 Allow yourself to make mistakes and ask for help.

 Accept feedback positively – be prepared to say you don't agree but do not get defensive or angry.
Learn to say "No" when you need to 

 Know your limits and what will cause you to feel taken advantage of.

 Know that you can't do everything or please everyone and learn to be OK with that.

 Go with what is right for you.

 Suggest an alternative for a win-win solution.

Assertive Communication Techniques

There are a variety of ways to communicate assertively. These can easily be adapted to any situation you are
facing.

I statements
Use "I want.", "I need." or "I feel." to convey basic assertions.

I feel strongly that we need to bring in a third party to mediate this disagreement.
Empathy
First, recognize how the other person views the situation:

I understand you are having trouble working with Arlene.

Then, express what you need:

...however, this project needs to be completed by Friday. Let's all sit down and come up with a plan to get it
done.
Escalation
This type of assertiveness is necessary when your first attempts are not successful in getting your needs met.

The technique involves getting more and more firm as time goes on. It may end in you telling the person what
you will do next if you do not receive satisfaction. Remember though, regardless of the consequences you give,
you may not get what you want in the end.

John, this is the third time this week I've had to speak to you about arriving late. If you are late one more time
this month, I will activate the disciplinary process.
Ask for More Time
Sometimes, you just need to put off saying anything. You might be too emotional or you might really not know
what you want. Be honest and tell the person you need a few minutes to compose your thoughts.

Dave, your request has caught me off guard. I'll get back to you within the half hour.
Change Your Verbs

 Use 'won't' instead of can't'

 Use 'want' instead of 'need'

 Use 'choose to' instead of 'have to'

 Use 'could' instead of 'should'.

PERSPECTIVES ON RELATIONSHIPS

When you encounter a seemingly serious (but very common) human problem, it’s tempting to blow it all out of
proportion and turn it into a major stumbling block that paralyzes you from moving forward.  Social
conditioning teaches us that losing someone close to you, getting a divorce, or being diagnosed with cancer are
huge, life-wrenching issues.  But that’s merely the ego’s perspective.  In the grand scheme of human existence,
such problems are about as common as dirt.

When you fall prey to one of the human wake-up calls, take a moment to consider the larger reality, and use that
as a means of regaining your perspective.  With the right perspective, any problem becomes either solvable or
acceptable.  Here are some examples:

Your problem:  Your best friend commits suicide on your birthday.

The larger reality:  Over 150,000 people die every day on this planet.  In the USA alone, about 80 people
commit suicide every day.  60% of those who succeed (or fail, depending on how you look at it) do it with a
firearm.

Keeping perspective:  We’re all going to die sometime, and some people choose to accelerate the process for
one reason or another.  Let someone else’s death serve as a reminder that your time here is limited too.  Many
people who experience tragic loss eventually recognize it as a wake-up call.

Death might be a striking blow from the perspective of your individual ego, but it’s about as common as you
get.  Everything that’s alive here on earth eventually dies.  Plants die.  Animals die.  People die.  Even the
people you know right now.  And even you.

Social conditioning teaches us gross misconceptions about relationships and especially marriage.  Marriage is
viewed as a final destination, a lifetime bonding, when for most people it’s nothing of the sort.  Marriage is
simply a continuation of our experience of human relationships.  It’s a middle piece, not an ending or a
beginning.  Realize that no human relationship is ever permanent.  Whether it ends in divorce, separation, or
death, it will eventually end.  It’s only a matter of time.  Every beginning flows towards an ultimate ending, and
every ending flows into new beginnings.  Instead of fighting this cycle, learn to enjoy the ride without becoming
overly attached to the past.  Simply enjoy what you have in the present, even if you’re alone, and then focus
your intentions on what you’d like to experience next.

When you get caught up in your own ego, it’s easy to lose perspective.  When you catch yourself doing this,
take a step back and see how your problems appear against the larger backdrop of human existence.  Even a
seemingly serious problem like a death, divorce, or disease is only a minor speck in the grand scheme of things. 
What’s a truly serious problem?  A 10-mile asteroid smashing into the earth would probably qualify.  The next
time you start to snivel about your personal problems, just think of how it might have felt to be a dinosaur at the
time your entire species and many others were about to be wiped off the face of this planet for good.  And even
an asteroid collision is still a fairly trivial problem from the perspective of the entire physical universe.
Your personal problems are like icebergs.  Perhaps 5% of them can actually be seen by others in external
reality.  The other 95% are in your imagination.  But unlike real icebergs, your imagined portion is subject to
your conscious control.  You can feed your problems with fear and turn them into gigantic threats, or you can
shrink them by broadening your perspective.  When you artificially inflate your problems, you reduce your
ability to solve them.  But when you shrink them in your mind, they soon become relatively easy to either solve
or accept.

Sometimes the real solution to your problem is not very difficult at all.  You just overcomplicate it in your
imagination.  All it takes is a neutral outside observer to inject some reality.  Someone close to you passed
away?  Grieve, get over it, and move on.  You just got laid off?  Get a new job, or start your own business. 
You’re broke, deeply in debt, and have no way to pay your bills?  File for bankruptcy; maybe lose your home. 
Diagnosed with terminal cancer?  Do your best to find a reason and a way to live, but if that doesn’t work out,
then put your affairs in order and say, “hasta la bye bye.”

Many common human problems have fairly simple solutions, but if your problem has no workable solution,
then it’s simply a fact to be accepted.  There’s no need to get all whiny and mopey about it.  Cry your way
through it if you must, curse the universe for its cruelty and unfairness, but in the grand scheme of things, it’s
really no big whoop.  You’re one among billions, and your problem just isn’t that special, regardless of how
important you think you are.

BASICS OF ETIQUETTE

In the business world, good manners is essential for getting ahead. Proper etiquette can help people land jobs,
get promotions and establish excellent relationships with others. The most successful businessmen and women
know how to turn on the charm and exhibit their best business etiquette to get the job done professionally and
effectively.

Listening Skills
Communication is the lifeblood of business. For people to get along, work in unison and establish professional
relationships with one another, they must communicate with the appropriate etiquette. Listening skills are a
main part of communication etiquette. When others are speaking do not interrupt them. Employ active listening
techniques, such as making good eye contact and showing the speaker that you are paying attention to them.

Meetings
The Society for Technical Communication says it is proper business etiquette to show up on time, or,
preferably, a few minutes early to meetings. Come prepared with pen and paper.

Attire
The way you dress impacts whether you have good business etiquette. The business world is professional, and
the people who work in it must dress to reflect that level of professionalism. As such, make sure your clothes
are clean and pressed, and that you wear suits, blouses, skirts, blazers, ties or other clothing that makes a good
impression.

Politeness
Remember to always say please and thank you when you interact with others, in person or over written
correspondence. Being polite makes you pleasant to work with and shows respect.

Best Behavior
To be on your best behavior, always give others your utmost attention when they are speaking or conducting a
presentation. Put your cell phone away during this time and do not engage in side conversations with
coworkers.

Handshake
Shaking hands with your business counterparts establishes rapport and is in good form. For international
interactions, research how that culture greets one another professionally in business, as not all countries see
shaking hands as a form of respect.

Table Manners
There will be times when you have to attend a business luncheon. According to the University of Delaware,
some tableside manners to practice are not speaking with your mouth full, using your napkin and not setting
bags or briefcases on the table.

Diplomacy
Ravenwerks, an organization for global ethics, etiquette and effectiveness, says to always be diplomatic when
engaged in a business conversation, even if you disagree with what others are saying. Apologize if you step on
other peoples’ toes, but do not be afraid to hold true to your convictions.

Tone
Never raise your voice to others in the work environment, or use foul language toward them. Keep your tone as
neutral as possible, and avoid “talking down” to others.

Following Up
Following up correspondence is seen as a proper gesture. After working with a client, customer or coworker it is
in good form to send a thank-you email or note, recognizing their business or efforts.

STUDENT ETIQUETTE

They must co-operate with and show respect for their teachers, all adults and the other children Good discipline
is a prerequisite of kids to enable school teachers to be able to teach a group of children the skills they will rely
on for the rest of their lives. Without discipline and respect, teachers would have an unruly bunch of juveniles
following their own agenda and there would be chaos. Teach them the three R's before they get to school:
Respect for self; Respect for others and toaccept Responsibility for all their actions. Children’s lack of
respect for adults shocks the older generation who were brought up under a much stricter regime. They fear that
standards of behaviour in today's generation have slipped below acceptable limits.

In addition to learning to use effective communication techniques, students must also develop a good work
ethic. Establishing classroom etiquette rules and expectations early in the semester can help foster an
atmosphere of respect and professionalism.  Following are several etiquette rules and expectations I will look
for in my class.
1.      Please arrive at class on time or before the starting time. Please attend each class unless a good reason
prevents it. If you must miss class, please inform your instructor ahead of time, by phone, by e-mail, or in
person.
2.      Please come to class prepared for the work to be done and in a positive frame of mind so that you are
ready to learn. Please complete readings and other assignments on time. Bring all necessary course materials
such as paper, pencil, required books, handouts, and notes.
3.      Please try to be pleasant and positive in your classroom behavior. Show respect for all class members.
Address legitimate grievances appropriately, preferably outside of normal class time. If you have a problem
with the instructor, please try to solve the problem with her before appealing to a higher authority.
 
4.      When responding to classroom questions, please do not interrupt a fellow student or the instructor. Take
your turn. When you respond to another student’s comment, please try to acknowledge the other’s position.
When responding, please try your best to call other class members by name.
5.      Please treat the furniture and equipment in the classrooms and computer labs as if it were your own. Leave
classrooms and labs as you find them, turning off equipment as necessary and pushing in chairs. Throw any
trash away on your way out.
6.      Most classes begin on time and end on time. If you need to know about schedule or assignment changes,
please ask about them at the beginning of class. If you have a real need to leave early, please inform the
teacher and leave quietly.
7.      If you need to eat, please do so before class, not during it. Please do not bring food and drink into the
class. Throw away your trash. Under no condition is smoking or other tobacco use acceptable in the
classroom.
8.      You will do better if you are interested in the class, and the best way to be interested is to get involved.
Talk to your friends about the material, and look for current applications or examples about the course
issues in newspapers or popular magazines and on the Web. If you can make connections between yourself
and the course materials, you will be a happier and a better student.
9.      Please come to class appropriately dressed. Unless the room is exceedingly cold, please take off your coat
and hat.
10.  Most of all, keep in touch with the class syllabus, the instructor, and your classmates. You will do better
when you feel you are a real part of the class.
 
MOBILE PHONE ETIQUETTE

The ways in which this indispensable little gadget can cause offence are legion. Remember, above all, that you
are not joined at the hip to this useful device. It is important to be aware at all times of good mobile phone
etiquette.

In Public

 There are many situations in which using mobiles is inappropriate: they should be switched off in
theatres, cinemas, art galleries, or any public space where silence is desired.
 Think about what your ringtone says about you: if you're embarrassed by your ringtone in public
situations, it's almost certainly the wrong choice.
 Ensure that your mobile phone conversation is not disturbing other people. Intimate or difficult
conversations are never appropriate in front of others - try and respect your own, and other people's,
privacy.
 It is always rude to pay more attention to a mobile than a person in the flesh, so mobiles should always
be put away when transacting other business – for example in shops, when buying tickets, at the bank or
post office, and so on. If there is an emergency or crisis, always apologise for using a mobile.
 Scrutinising a screen while walking along the street, especially when wearing headphones, may cause
accidents or impede other pedestrians. Shouting into hands-free equipment is particularly anti-social and
inconsiderate.
 If you lose reception, live with it. Refrain from shouting into a dead device, and ring the other person
back as soon as you regain it, even if it's only to say goodbye.
On Public Transport

On public transport, avoid conducting loud conversations on a mobile. Respect quiet zones on trains and
remember that audible mobile conversations can be distracting for other people. It is therefore imperative, on
buses and trains, only to use mobiles when they will not disturb other passengers (for example when neighbours
are also talking).

Social Life

 Answering phonecalls, texting, or even repeatedly glancing at the screen in a social situation is never
acceptable.
 Mobiles should be put away at the dining table (whether at home or eating out) and calls should only be
taken, away from the table, in exceptional circumstances.
 If you are awaiting an important call when meeting someone socially, explain at the outset that you will
have to take the call, and apologise in advance. Otherwise, excuse yourself and withdraw somewhere
private to make or receive calls.
 Text messaging is an acceptable form of modern communication but you must adhere to a basic code of
texting conduct.
 Text messages are ideal for conveying a short, instant message. Remember, some important information
may need a more lengthy explanation.
 If you have to cancel an appointment, always make a phone call; apologies will be better received this
way.
 Formal handwritten thank you letters should never be replaced by a text.
 Messages of condolence sent by text are the ultimate faux-pas.
 Avoid using confusing, abbreviated text language if the recipient may not understand it. Use as much
conventional grammar, spelling and punctuation as necessary to make yourself clearly understood. The
usual salutations and sign offs can be ignored.
 Don't send or read text messages when you are out in company and turn your phone to silent when in a
business meeting or a quiet zone on a train.
 As with ring tones, choose your text alert tone with care - a short bleep will suffice.

 Do respect those who are with you. When you're engaged face-to-face with others, either in a meeting or
a conversation, give them your complete and undivided attention. Avoid texting or taking calls. If a call
is important, apologise and ask permission before accepting it.
 Mobile manners: Don't use your phone in silent places such as theatres.
- Don't yell. The average person talks three times louder on a mobile phone than they do in a face-
to-face conversation. Always be mindful of your volume.
- Do be a good dining companion. No one wants to be a captive audience to a third-party phone
conversation, or to sit in silence while their dining companion texts with someone. Always
silence and store your phone before being seated. Never put your phone on the table.
- Don't ignore universal quiet zones such as the theatre, church, the library, your daughter's dance
recital and funerals.
- Do let voicemail do its job. When you're in the company of others, let voicemail handle non-
urgent calls.
- Don't make wait staff wait. Whether it's your turn in line or time to order at the table, always
make yourself available to the waiter. Making waiters and other patrons wait for you to finish a
personal phone call is never acceptable. If the call is important, step away from the table or get
out of line.
 - Don't text and drive. There is no message that is so important.
- Do keep arguments under wraps. Nobody can hear the person on the other end. All they are
aware of is a one-sided screaming match a few feet away.
- Don't forget to filter your language. A rule of thumb: If you wouldn't walk through a busy public
place with a particular word or comment printed on your T-shirt, don't use it in phone
conversations.
- Do respect the personal space of others. When you must use your phone in public, try to keep at
least three metres between you and others.
- Do exercise good international calling behaviour. The rules of phone etiquette vary from country
to country.
Good mobile phone etiquette is similar to common courtesy. Conversations and text exchanges have a tendency
to distract people from what's happening in front of them. Mobile users should be thoughtful, courteous and
respect the people around them.

Bus, Train, and Other Public Transportation: Turn your phone off or have it on vibrate when you take
public transportation. Limit your calls to emergencies. Once again, it is rude to chatter on a phone in public.

1. In the Checkout Line: If you are standing in the checkout line, talking on a cell phone is rude to
everyone around you—from the other customers in line to the cashier. You can wait a few minutes to talk on
the phone. Don’t initiate a call while standing in line. If the phone rings and you feel that you must answer it, let
the person know you’ll call right back and hang up.
Private Talk
When you’re hanging out with friends and family, don’t be rude and chat with someone else on your cell phone.
Be both physically and mentally present for the people you care about. If your phone rings, let the person know
you’ll call back later, when you are alone. Doing otherwise gives the person you’re with the impression that he
or she isn’t important to you.
Texting
Avoid text messaging while you are engaged in an activity or meal with someone else. Texting in front of others
is the equivalent of whispering behind someone’s back. Even though it’s a typed message, it’s just as bad as
chatting with someone who isn’t there.
TELEPHONE ETIQUETTE

Telephone Etiquette

Proper telephone etiquette is very important in that you are representing your department and the University.
Remembering to use proper telephone etiquette, whether answering the phone or making phone calls, leaves
callers with a favorable impression of you, your department, and Lehigh in general.  Following are some helpful
hints that will help to make your phone conversations more effective.  
A few key things to remember when it comes to phone etiquette:

 Using phrases such as "thank you" and "please" are essential in displaying a professional atmosphere.
 Listen actively and listen to others without interrupting.
 Don't make people dread having to answer their phone or call your department.

Answering Calls
  Try to answer the phone within three rings. Answering a phone too fast can catch the caller off guard
and waiting too long can make the caller angry.
 Answer with a friendly greeting. (Example - "Good Afternoon, Lehigh University, Telecommunications,
Lisa speaking, how may I help you?").
 Smile - it shows, even through the phone lines; speak in a pleasant tone of voice - the caller will
appreciate it.
 Ask the caller for their name, even if their name is not necessary for the call. This shows you have taken
an interest in them.
 If the caller has reached a wrong number, be courteous. Sometimes a caller is transferred all over
campus with a simple question and the caller gets frustrated. If possible, take the time to find out where
they should be calling/to whom they should be speaking.  
 Use the hold button when leaving a line so that the caller does not accidentally overhear conversations
being held nearby.
 When you are out of the office or away from your desk for more than a few minutes, forward your
phone to voicemail.

Making Calls

 When you call someone and they answer the phone, do not say "Who am I speaking with?" without first
identifying yourself: (Example - "This is Lisa from Lehigh/Telecommunications. To whom am I
speaking?")
 Always know and state the purpose of the communication.
 When you reach a wrong number, don't argue with the person who answered the call or keep them on
the line. Say: "I'm sorry, I must have the wrong number. Please excuse the interruption." And then hang
up.
 If you told a person you would call at a certain time, call them as you promised. If you need to delay the
conversation, call to postpone it, but do not make the other person wait around for your call.
 If you don't leave a number/message for someone to call you back, don't become angry if they are not
available when you call again.

Handling Rude or Impatient Callers

 Stay calm. Try to remain diplomatic and polite. Getting angry will only make them angrier.
 Always show willingness to resolve the problem or conflict.
 Try to think like the caller. Remember, their problems and concerns are important.
 If you are in a non-supervisory position: Offer to have your supervisor talk to the caller or call him/her
back if the caller persists.
 If you are supervisor: Be willing to handle irate callers. Speak slowly and calmly. Be firm with your
answers, but understanding. Sometimes the irate caller just wants someone in a supervisory capacity to
listen to their story even if you are unable to help them.

Placing Calls on Hold 

When putting a caller on hold, always ask permission. Examples: "Would you mind holding while I check?" or
"Can you hold briefly while I see if Mr. Jones is available?" When taking a caller off of hold, always thank
them for holding. 

 Sometimes you may have other lines ringing too. Remember to write down the names of callers holding
so you avoid asking who the caller is holding for more than once.
Transferring Calls 

 If the caller needs to speak to another person or department, transfer the caller directly to the desired
person's extension rather than the operator. This will save the caller having to explain his/her requests
another time, and it will cut the number of times the caller needs to be transferred.
 When transferring a caller, tell them who you are transferring them to, and announce the caller to the
person you are transferring them to.
 If the called party does not wish to take the call, return to the caller (Example – “He/she is out of the
office, may I take a message or would you like his/her voicemail?")

Taking Messages

 Be prepared with pen and message slip when you answer the phone.
 When taking messages be sure to ask for:
o Caller's name (asking the caller for correct spelling.)
o Caller's phone number and/or extension (including area code)
o If the caller is a student, ask for the Student ID# (if appropriate) and ask what the call is in regard
to.
 Repeat the message to the caller.
 Be sure to fill in the date, time, and your initials.
 Place the message slip in the called party's inbox or in a conspicuous place in their office, such as their
chair.
 Don't forget that you can transfer them to voicemail instead of taking a paper message, but don't forget
to ask, "Would you like me to transfer you to his/her voicemail?" Do not assume that the caller would
rather go to voicemail. Always ask first.

Ending Conversations 
There are several ways that you can end a long phone call without making up a story or sounding rude:

 Leave the conversation open.

 Promise to finish your discussion at another time.
 End on an "up" note.
 Tell the person how much you've enjoyed speaking with him/her.
 Before hanging up, be sure that you have answered all the caller's questions
 Always end with a pleasantry such as : "Have a nice day" or "It was nice speaking with you"

As long as you are honest and polite with the other person, you shouldn't have any problems getting off the
phone and onto something else.

Voicemail Etiquette

Voice mail has many benefits and advantages when used properly. However, you should not hide behind
voicemail. If callers constantly reach your voicemail instead of you, they will suspect that you are avoiding
calls. Following are some helpful hints that will help you and your callers benefit from voice mail.

Voice Mail Greetings

  Record your own personal greeting; try to avoid using the standard default greeting or having another
person record your greeting. People tend to feel that they have already lost the personal touch because of
voice mail. If a female voice says that "John Doe is not available", the caller will not be convinced that
you listen to your voicemail.
 In your greeting, include your name, department and date so that people know they have reached the
correct person.  Note:  If you know that you will be on vacation for a few days or leaving the office early
or have different hours temporarily, you should record an extended absence greeting to let callers know
this. Callers will know not to expect a callback for a few hours or a few days. (Please
consult http://www.lehigh.edu/phones/facquick.html for information on recording voice mail greetings.)
 Use the attendant feature! This feature allows the caller to reach another person in your department from
your voicemail. For example, if you were out of the office on a Friday and a caller needed an answer
immediately, the caller could dial 0 while listening to your voicemail message and be transferred to
someone else in your department. You have to select an attendant yourself, it is not done automatically;
notify Telecommunications Services at x85300 with the extension to which your calls should go. Try to
select someone who would know your schedule and be able to take messages for you-such as a
coordinator, receptionist or assistant.
 If your greeting is rather long, you might consider informing callers of the option to press # (unless you
have an extended absence greeting recorded) to bypass your message and to start recording their
message to you.
 When you leave for the day or will be away from your desk for an extended period of time, forward
your line to your voicemail using the call forward feature as a courtesy to your callers. Call forwarding
means that your callers don't have to wait through an entire ring cycle (4 rings) before leaving a voice
mail message for you.  (Please consulthttp://www.lehigh.edu/phones/phones.html and select your type
of phone under Telephone Feature Guides for Call Forwarding instructions.)

Checking Messages/Returning Calls

 Check your messages daily and return messages within 24 hours. If it will take longer than 24 hours, call
the person and advise him/her. Callers should feel comfortable that you are checking your voice mail
daily.
 Reply, forward, or delete messages immediately. Keep your mailbox clean. If you forward a message, be
sure to explain to the person to whom you are forwarding the message why you are sending it to them.
(Please consulthttp://www.lehigh.edu/phones/facquick.html for information on Checking Voice mail
and Message Review Options

Leaving Voice mail Messages

 Speak clearly and slowly.

 Be sure to leave your name and extension number. It's best to say it at the beginning and end of your
message.
 Leave the date and time you called in the message. Let the person know the best time to call you back.
 Keep messages short and to the point.
 Cover one topic in one message; specify what you want the recipient to do.
 Remember that you want to leave the person you are calling with a good impression of you. 

E-MAIL ETIQUETTE

In the age of the Internet, you might find yourself clicking "reply," typing up a quick response, and hitting
"send" without giving so much as a thought about what you've just written. But experts agree that your e-mail
behavior has the potential to sabotage your reputation both personally and professionally. Inc.com got in touch
with some of the industry's most seasoned e-mail experts and had them weigh in on how to perfect your e-mail
etiquette.

1.    Only discuss public matters. We've all heard the stories about a "private" e-mail that ended up being passed
around to the entire company, and in some cases, all over the Internet. One of the most important things to
consider when it comes to e-mail etiquette is whether the matter you're discussing is a public one, or something
that should be talked about behind closed doors. Ask yourself if the topic being discussed is something you'd
write on company letterhead or post on a bulletin board for all to see before clicking "send."

2.    Briefly introduce yourself. Do not assume the person receiving your e-mail knows who you are, or
remembers meeting you. If you are uncertain whether the recipient recognizes your e-mail address or name,
include a simple reminder of who you are in relation to the person you are reaching out to; a formal and
extensive biography of yourself is not necessary.
3.    Don't "e-mail angry." E-mailing with bad news, firing a client or vendor, expressing anger, reprimanding
someone, disparaging other people in e-mails (particularly if you're saying something less than kind about your
boss) are all major no-no's. Because e-mail can seem so informal, many people fall into this trap. Always
remember that e-mail correspondence lasts forever.
4.    Use exclamation points sparingly. The maximum number of exclamation points in a business e-mail? One.
Otherwise, you risk looking childish and unprofessional.
5.    Be careful with confidential information. Refrain from discussing confidential information in e-mails such
as someone's tax information or the particulars of a highly-sensitive business deal. Should the e-mail get into the
wrong person's hands, you could face serious – even legal – repercussions.
6.    Respond in a timely fashion. Unless you work in some type of emergency capacity, it's not necessary to be
available the instant an e-mail arrives. Depending on the nature of the e-mail and the sender, responding within
24 to 48 hours is acceptable.
7.    Refrain from sending one-liners. "Thanks," and "Oh, OK" do not advance the conversation in any way. Feel
free to put "No Reply Necessary" at the top of the e-mail when you don't anticipate a response.
8.    Avoid using shortcuts to real words, emoticons, jargon, or slang. Words from grown, business people using
shortcuts such as "4 u" (instead of "for you"), "Gr8" (for great) in business-related e-mail is not acceptable. If
you wouldn't put a smiley face or emoticon on your business correspondence, you shouldn't put it in an e-mail
message. Any of the above has the potential to make you look less than professional.

9.    Keep it clean. Nothing annoys recipients more than when people reply and leave the messages messy, for
example, an e-mail chain that includes excessive carets (>>>), or pages and pages of e-mail addresses that
weren't protected using Bcc. You can get rid of carets by selecting the text, Ctrl+F to use the Find and Replace
command to find a caret and replace all of them with nothing. You can get rid of all the e-mail addresses just by
deleting. Clean it up, then send it.
10.    Be clear in your subject line. With inboxes being clogged by hundreds of e-mails a day, it's crucial that
your subject line gets to the point. It should be reasonably simple and descriptive of what you have written
about. Expect that any e-mail with a cute, vague, or obscure subject will get trashed. Also, proof your subject
line as carefully as you would proof the rest of the e-mail. 11.    Don't get mistaken for Spam. Avoid subject
lines that are in all caps, all lower case, and those that include URLs and exclamation points – which tend to
look like Spam to the recipient. 12.    Your subject line must match the message. Never open an old e-mail, hit
Reply, and send a message that has nothing to do with the previous one. Do not hesitate to change the subject as
soon as the thread or content of the e-mail chain changes.
13.    Provide a warning when sending large attachments. Sending unannounced large attachments can clog the
receiver's inbox and cause other important e-mails to bounce. If you are sending something that is over 500KB,
senders should ask, 'Would you mind if I sent you an attachment? When would be the best time for you?'
14.    No more than two attachments, and provide a logical name. Unless it's been specifically requested, refrain
from sending a message with more than two attachments. Also, give the attached file(s) a logical name so the
recipient knows at a glance the subject and the sender.
15.    Send or copy others only on a need to know basis. Before you click Reply All or put names on the Cc or
Bcc lines, ask yourself if all the recipients need the information in your message. If they don't, why send it?
Take time to send your messages to the right people.
16.    Beware of the "reply all." Do not hit "reply all" unless every member on the e-mail chain needs to know.
You want to make sure that you are not sending everyone on a list your answer—whether they needed to know
or not.

17.    Pick up the phone. When a topic has lots of parameters that need to be explained or negotiated and will
generate too many questions and confusion, don't handle it via e-mail. Also, e-mail should not be used for last
minute cancellations of meetings, lunches, interviews, and never for devastating news. If you have an employee
or a friend you need to deliver bad news to, a phone call is preferable. If it's news you have to deliver to a large
group, e-mail is more practical.
18.    Evaluate the importance of your e-mail. Don't overuse the high priority option. If you overuse this feature,
few people will take it seriously. A better solution is to use descriptive subject lines that explain exactly what a
message is about.
19.    Maintain privacy. If you're sending a message to a group of people and you need to protect the privacy of
your list, you should always use "Bcc." Additionally, avoid giving out e-mail addresses to a third party (such as
an Evite, newsletter, etc). Make sure that addresses you willingly hand over to third parties stay with them,
especially when the service they're offering is free.
20.    Keep it short and get to the point. The long e-mail is a thing of the past. Write concisely, with lots of white
space, so as to not overwhelm the recipient. Make sure when you look at what you're sending it doesn't look like
a burden to read – feel free to use bullet points. The person reading your e-mail should not have to dig through
several paragraphs in order to figure out what you're asking. You should state the purpose of the e-mail within
the first two sentences. Be clear, and be up front.

21.     Know your audience. Your e-mail greeting and sign-off should be consistent with the level of respect and
formality of the person you're communicating with. Also, write for the person who will be reading it – if they
tend to be very polite and formal, write in that language. The same goes for a receiver who tends to be more
informal and relaxed.

22.    Always include a signature. You never want someone to have to look up how to get in touch with you. If
you're social media savvy, include all of your social media information in your signature as well. Your e-mail
signature is a great way to let people know more about you, especially when your e-mail address is does not
include your full name or company. 

23.    Only use an auto-responder when necessary. An automatic response that says, "Thank you for your e-mail
message. I will respond to you as soon as I can" is useless. However, one thing these messages do great is alert
spammers that your e-mail is real and that they can add you to their spam list.
24.    Train your staff. Business owners should make sure their staff is trained in e-mail communications – don't
assume they know what they're doing, and what is considered professional. Set up e-mail standards that
everyone at the company should abide by.
25.    Your e-mail is a reflection of you. Every e-mail you send adds to, or detracts from your reputation. If your
e-mail is scattered, disorganized, and filled with mistakes, the recipient will be inclined to think of you as a
scattered, careless, and disorganized businessperson. Other people's opinions matter and in the professional
world, their perception of you will be critical to your success.

DRESSING ETIQUETTE

Etiquette helps human beings to behave in a socially responsible way. Etiquette helps you gain respect, trust and
appreciation from others.

There is a huge difference between an individual’s college and professional life. One needs to follow a proper
dress code at the workplace for the desired impact.

It is essential to dress appropriately at the workplace for an everlasting impression. Individuals who dress
shabbily are never taken seriously at work.

Male Employees

 Male employees ideally should combine a simple shirt with trousers. Make sure the colours are well
coordinated. Prefer a light colour shirt with a dark trouser and vice a versa. Do not wear designer shirts
to work. Prefer plain cotton or linen wrinkle free shirts in neutral colours. Go for brands like Zodiac,
Arrow, Colorplus, Louis Philippe, Allensolly etc. These brands offer good collection of formal office
shirts.
 The shirt should be properly tucked into the trouser for the professional look. Prefer full sleeves
shirts at workplace. Never roll up your sleeves.
 Silk ties look best on professionals. Don’t go for designer ties. The tie should neither be too short nor
too long. The tip of the tie ideally should touch the bottom of the belt buckle. Slim ties are not meant for
offices.
 Wear leather belts to work preferably in black or brown shades. Do not wear belts with flashy and
broad buckles.
 Socks must be well coordinated with the outfit.
 Don’t wear shoes that make noise while walking. Prefer soft leather shoes in black or brown colour.
Make sure your shoes are polished and laces properly tied. Never wear sports shoes or sneakers to work.
 Shave daily. Use a good after shave lotion and make sure your skin does not look dry and flaky.
 Body odour is a big turn off. One must always smell good in public. Use a mild perfume or deodorant.

Female Employees

 Females should not wear revealing clothes to work. Avoid wearing outfits which expose much of
your body parts. Wear clothes which fit you best. Don’t wear too tight or loose clothes.
 Understand the basic difference between a party wear and office attire. Never wear low neck blouses to
work. Blouses with deep back or noodle straps are a strict no no at the workplace. Avoid transparent
saris.
 Females who prefer westerns can opt for light coloured shirts with dark well fitted trousers. A scarf
makes you look elegant.
 Never wear heavy jewellery to work. Avoid being a make up box. Nails should be trimmed and prefer
natural shades for nail paint.
 Avoid wearing sharp pointed heels to work.
 The colour of the handbag must coordinate with the outfit.
 Eyebrow, naval, lip piercing must be avoided at the workplace.
  There is value in knowing how to be dress appropriately for any occasion, especially in the workplace.
The way you dress at work is one of the key components of shaping your professional image, and
whether you like it or not, you are judged by your appearance. Your attire should reflect your
environment and position. If you work in a business environment, follow some general etiquette rules
for dress to project a professional image.
 Dress Codes
 Dress codes vary from one company to the next, depending on the industry, culture and environment.
Business dress at a bank may look different from business dress at a call center, for example. If you are
unsure of your company’s dress code, refer to its code of conduct manual and ask your supervisor or
human resources department for clarification, if necessary. Typically, dress in a business environment
includes wearing conservative suits in black, gray, navy, brown, taupe, beige and white. Look polished
by putting on pressed and well-tailored pieces.
 Men
 Wear long-sleeved, collared shirts with your suits and basic ties that reach your waistline. Select dark-
colored shoes that match your suit with matching socks and a belt. Socks should match your shoes,
slacks or entire suit and must be long enough to extend above your pant cuff when seated so as not to
reveal the skin on your legs. Refrain from wearing jewelry, unless it’s a watch, wedding ring or
fraternity ring.
 Women
 Women have more choices when it comes to outfit variety since they can also wear skirts, however
skirts should be approximately knee-length or longer. Mix and match pieces to create the illusion of a
larger wardrobe by buying the same three-piece suit -- skirt, slack and jacket -- in multiple colors. Your
clothing should not be too short, tight or revealing. When it comes to accessories, less is more. Avoid
over-accessorizing and ensure your jewelry or scarves match your outfit and are not too flashy. Choose
simple earrings and bracelets that are not noisy and distracting, should you desire to wear any. Wear
closed-toe, closed-heel shoes such as a basic dark-colored pump.

DINING ETIQUETTE

Not every business meeting takes place in an office or boardroom -- some may take place on the golf course or
at a restaurant. Doing business over a meal, or just dining with a client or co-worker, can be stressful if you are
unfamiliar with proper dining etiquette. Some businesses may even test potential employees' mettle by breaking
bread during an interview. The best way to make a bad impression at a business meal is to slurp your soup or
demonstrate some other lack of refinement and manners. Whether it costs you a contract or just makes you the
butt of office jokes, failure to follow the rules when eating can be disastrous.

Before Eating
When you are involved in a business meal, you want to be sure to fit in with your dining companions and be
appropriately respectful of your host. That means greeting fellow diners, waiting until the host sits down before
seating yourself and standing when a senior executive or woman enters the room or arrives at the table. Start
with small talk rather than launching straight into business. As far as ordering your meal, follow the host's lead
in terms of what to order, and never order the most expensive item on the menu. Avoid messy foods or foods
you need to eat with your hands. If you have made a reservation at the restaurant, you must keep it and be on
time. Also, remember to send a thank-you note when appropriate.

Utensils
Nothing trips up a diner like the array of utensils at a fancy meal. The safest rule is to use your forks, spoons
and knives from the outside in, but if you dine at formal restaurants on a regular basis, learn to identify which
utensil is used for which dish. Your napkin and forks are to the left of your dinner plate, and the forks follow the
outside-in pattern: Use them for salad and then the meal, and if there is a third fork there, it is for dessert. On the
right side of the plate, the large spoon is for soup, the smaller spoon is for tea or coffee and the knife is for
cutting. Your butter knife is normally on the small bread plate -- and the plate to your left is yours. If a small
spoon and fork are placed at the head of your plate, they are for dessert. Your glasses are to your right; from the
outside in, they are for white wine, then red wine and then water. Always put your napkin on your lap when you
sit, and fold it when you get up, don't just wad it into a ball.

While Eating
When you are eating in a working environment, basic table manners are always important. That means chewing
with your mouth closed and not speaking while you are chewing, for starters -- and no elbows on the table.
Proper form is to pass food items to the right, asking the person to your left if you would like something;
remember to say "please" and "thank you." Tear rolls one bite at a time, and butter them accordingly, with
butter you've placed in your own bread plate; slice entrees one bite at a time, as well. Avoid slurping and
smacking while you eat, and place your used utensils on a plate rather than leaving them in a soup or salad
bowl.

Eating at Your Desk

Sometimes, a working lunch means actually eating at your desk while you are on the job. When that is the case,
keep nearby co-workers in mind while you dine and avoid food with strong odors, burning the microwave
popcorn and leaving smelly food remnants in your garbage can. Particularly in a cubicle or shared-office
environment, a powerful smell can be disruptive to neighbors. Don't eat in front of customers or during a
meeting unless others are doing so.

INTERVIEW ETIQUETTE

Interview scheduled? Whether you’re looking for your first job or you’re a seasoned professional, it never hurts
to brush up on these basics. Follow these rules for making all the right moves before, during, and after the
interview, and you're sure to shine.

1. Rehearse

There are several questions that you’re pretty much guaranteed to be asked during an interview: “Why do you
want to work for this company?” “What are your strengths and weaknesses?” and “Where do you see yourself
in five years?”—to name a few. So be prepared with insightful answers for these classics, plus be familiar with
other interview questions typically asked in your field, too. Practice looking in the mirror and answering the
questions out loud. This prep work will help you clarify your thoughts and make you much more comfortable
during the interview.

2. Do Your Research

At minimum, review the company’s website and Google its key players. Find out who you’ll be interviewing
with and learn something about them, such as when they were last quoted in a publication or if they’ve recently
received an award. Casually reference the information during the interview and quote specifics, such as “I see
the company has expanded into several new markets over the past year.” You’ll project the image of someone
who is interested, does their homework, and pays attention to details.

3. Brush up on Body Language

Be aware of what you're communicating through your posture and stance—and make sure it’s good. For
example, sitting with your arms and legs crossed sends a message that you are closed-off or feel defensive. If
you keep your hands in your lap the entire interview, you could signal that you lack self-confidence. And
twirling your hair can make you look nervous or juvenile. Next, always stand up when someone else comes into
the room. Professionally, you lose respect and credibility by staying seated—it sends a weak and powerless
message. Think your movements through ahead of time so you are not distracted (or distracting) during the
interview.

4. Dress the Part

An interview may be the only shot you have to impress the decision-maker in person, so make sure you’re
dressed impeccably. It’s always better to overdress than underdress, but do some sleuthing and find out what the
corporate dress culture is before you walk through the door. A dark suit (jacket and pants or skirt) and a crisp
white shirt, manicured nails, simple make-up, and clean, professional shoes will be perfect in most cases. And
definitely avoid dangling earrings, too much perfume, and multiple, clanking bracelets.

5. Shake it Like You Mean It

No "fingers-only" handshakes, ladies! The proper, professional way to shake is using the entire hand, extending
your arm (first if possible) for a firm, but not overbearing grip, while rolling the index finger around the bottom
of the other person's hand. The "fold" between your index finger and thumb should touch the other person’s. If
this doesn’t come naturally, practice with a friend before your interview.

6. Smile

Yes, a job interview is a high-pressure situation, but freezing up and looking nervous will lose you points in the
few critical moments you have to shine. Smiling naturally (without pursing your lips tightly together) will make
you appear confident, friendly, and approachable. Even if you're not feeling it, fake it. A smile conveys that
you’re someone who can get along with fellow employees, wow the boss, and impress the clients.

7. Take the Water

If your interviewer offers you a glass of water, take it, even if you're not thirsty. This little prop can help buy
you time to formulate an answer to a difficult question or just give you a moment to center yourself.

8. Know Your Faux Pas from Foie Gras

Hint: one is a mistake, and the other is a delicacy made from the fattened liver of a duck or goose! Some
interviews (usually second or third) are conducted over a meal, so being familiar with proper table manners is
imperative to your interview success. Here’s why: the recruiter will be watching to see how you’ll conduct
yourself at a meal with clients, how you handle accidents, and how you treat the wait staff.

9. Ask Questions

Keep in mind that the job interview is a two-way street. It's an opportunity for you to sell yourself to the
company, but also to learn more about the workplace to see if the position and environment are a good fit for
you. Go in with a few questions, such as details about the type of work that the position entails, the corporate
culture, and the typical career path of someone who holds the position. And don’t be scared to speak up: not
asking questions can signal that you’re uninformed or uninterested.

10. Send a Proper Thank You

Yes, even today, a handwritten note is mandatory. Sending a thank you letter via email is fine when the decision
must be made quickly, but always follow up with written correspondence. (A voice mail message doesn’t take
the place of a written note, either.) Express your thanks for the interviewer's time and for the chance to learn
more about the company. No need to go overboard and—please—do not send a gift or flowers after the
interview (yes, it's been done).

When it comes to interviewing, practice makes perfect, and knowing the rules ahead of time is a great start. So
be prepared, be confident, and be yourself, and you’ll shine. Good luck!

Interview Etiquette Before the Interview

First impressions are lasting impressions: 

1. Brush your teeth and use a mouthwash.

2. Your hair should be clean and combed.

3. Nails should be clean and trimmed.

 4. Be conservative and err on the side of caution.  If the company does not have a dress code, remember
that its better to over dress than under dress.  

 Men can look their professional best wearing one of the many men suits available to you today. Shirts
should be clean and ironed.  If in doubt, wear a classic, conservative tie.

 Women can look their professional best with business attire.

1. Wear dress shoes.  Your shoes should be clean and/or shined.

2. Arrive at least 15 minutes before your interview.  The extra minutes will also give time to fill out any
forms or applications that might be required.

3. Don't take your cell phone with you.  If you have to have your cell phone, turn the phone off.  Do not
put your cell phone on vibrate. 

4. Don't assume that whoever greets you is the receptionist.

Interview Etiquette During the Interview

1. Make a positive and professional first impression by being assertive and giving afirm handshake to each
interviewer and addressing each interviewer by name as he or she is introduced.

2. Smile.  When you smile you'll look more relaxed and confident.  Plus, you'll feel more relaxed.

3. Reinforce your professionalism and your ability to communicate effectively by speaking clearly and
avoiding "uhs", "you knows", and slang.

4. Use appropriate working.  You won't receive extra points for each work that has more than 10 letters. 
Use technical terms only when appropriate to the question.  

5. Ask questions.  Your first question should not be "Do you validate parking?".

Interview Etiquette After the Interview

1. Shake each interviewer's hand and thank each interviewer by name.

2. Send a thank you note (not an e-mail) as soon after the interview as possible.

PEOPLE ETIQUETTE

I think we’ve all encountered men who have a knack for good conversation. They can talk to anybody about
anything in a laid-back, casual manner that sets people immediately at ease.  A complete stranger can walk
away from these conversational maestros feeling like he’s known known them for years.

It’s easy to think that the art of conversation is a skill that the gods bestow on a happy few, while cursing most
men with turbid tongues.

While it’s true that some men simply have a greater portion of innate natural charm, the art of conversation is a
skill in which all men can become competent. You may never have a silver-tongue, but you can learn to
converse in ways that make you a valued party guest, set you apart at company functions, impress the ladies,
and win you new friends. Below, we provide some tips and guidelines as an introduction (or reminder) on
properly engaging in conversation.

5 Dos of Conversation
Listen more than you talk. Ironically enough, the key to the art of conversation is not in thetalking, but in
the listening. Avoid conversational narcissism. Ask those you converse with interesting and thoughtful
questions. People love to talk about themselves. Don’t ask what someone does and leave it at that. Ask them
what the hardest part of their job is, how the future of their profession looks. Then ask follow-up questions to
tease out more details. Act genuinely interested by focusing on who’s talking, nodding your head, and adding
“hmmms” and “uh-huhs” at appropriate moments.
Come to an occasion armed with topics at the ready. On the way to a party or dinner, I think about the
people I will be seeing that night and brainstorm stories I can tell and questions I can ask. If you don’t know the
people you will be conversing with, think about the things that will probably interest those you meet. Ask them
about the unique aspects of their locale (“I saw an interesting statue in the way into town. What’s the story
behind it?”), read up on the company they work for (“I hear you will be expanding into China soon; when will
that be happening?), and ask those who do know the others better for some background information.
Tailor the conversation to the listener. It’s easy to say, “Don’t talk politics, sex, or religion.” And when in
any doubt, don’t. But a much better rule is simply to tailor your conversation topics to those you are conversing
with. Talking about politics, religion, and sex with new acquaintances can be awkward; arguing with the same
buddies you’ve been arguing with for ten years at your weekly poker night can be the highlight of the week.
Talking about motorcycles in mixed company will bore half the room; not talking about them with your riding
posse would be unthinkable.
Take your turn. A conversation is a group project, with each person weaving in a tidbit here and there. It’s no
time for monologues. If you notice that you have talked for a few minutes without any questions, comments, or
general signs of life from other people, you are likely sucking up the air in the room. Cede the floor to someone
else.
Think before you speak. Most foot-in-mouth moments occur because of a failure to think before speaking.
You rant about the war and then remember your friend’s boyfriend just returned from Iraq. To avoid offending,
don’t throw out statements laden with value-judgments. For example, instead of saying, “The mayor sure is a
moron, huh?” Ask, “What do you think of the mayor’s rebuilding proposal?”

5 Don’ts of Conversation
Don’t interrupt. There are actually two forms of interrupting, as 1954’s Esquire Etiquetteexplains:
“The obvious one, interrupting the speaker in mid-sentence, is easy to avoid: just wait until the other has
stopped talking before you start. (And don’t ever say, “Have you finished?” You might as well say right out that
he’s a windy numskull and you thought he’d never run down.)

The other kind of interruption, equally culpable, is often prefaced by “That reminds me…” or “By the way.”
Such phrases usually signal a digression or irrelevancy. When you interrupt another’s train of thought, or send a
discussion off into a tangent, you indicate that you are either stupid or rude, either unable or unwilling to stick
with the speaker’s point.

Even if everyone observed these rules, telephones, doorbells and new arrivals would always conspire to
interrupt you in mid-point. When you are interrupted, the politest thing to do is the hardest thing: shut up. Don’t
go back and finish a story — don’t excavate a buried point — unless you are asked to do so. If a new listener
has come up in mid-story, a polite someone else will brief him on the subject and ask you to go on; the polite
newcomer will second the nomination; only then, with the briefest possible synopsis of what you said before,
can you go on. If you are not given these cues, it may be because your story is not appropriate for the
newcomer’s ears or because the situation gets beyond control; it’s not always because your audience was bored.
So, if you get a chance to make your point later on, don’t air your annoyance with a petulant, “As I was trying
to say a little earlier…”

Don’t talk to only one person when conversing in a group. This leaves the others dangling and awkward on
the periphery. This is not simply a matter of whom you are physically conversing with — you can also ice
people out by choosing subjects on which they have no interest or knowledge, such as the intricacies of your job
that only your co-worker understands and inside jokes and “remember whens” with your buddy. Bring up topics
on which everyone can chime in.
Don’t engage in “one-upping.” The one-upper not only makes a lousy friend, he also makes a highly annoying
conversationalist. You say you just bought some new boots; he raises you one by talking about the shoes he
cobbled together himself with leather he got by killing a deer with only a bowie knife. The one-upper believes
that his stories show his superiority; on the contrary, they reveal his naked insecurity.
Don’t overshare. We’ve all met the man who pours out his life story as soon as you meet him. Within two
minutes you know why his girlfriend dumped him, how worried he is about losing his hair, and why he’ll never
be promoted at work. This instant unburdening reads as desperation and repels people faster than water off a
duck’s back. You have to cultivate a little mystery; leave people intrigued and wanting more.

And at the same time, you don’t want to dig too deeply into the personal life of other people either. Respect the
privacy of others. To avoid inadvertently touching on a sensitive spot, instead of asking someone about X,
volunteer that information about yourself. A person who is comfortable talking about X will typically offer up
their own experience in turn. If they don’t respond in kind, change the subject.

4 Things Not  to Say
 “Am I boring you?”
 “Huh?” “What?” “Say What?” “Eh?” (The latter is okay if you use an ear-horn.)
 “Actually, you should say ‘between you and me,’ not ‘between you and I.'”
 “Stop me if I’ve told you this story before…”
OFFICE ETIQUETTE

 Stay at home when you’re sick.

 Always show up on time for meetings. If you’re usually running late, try scheduling meetings in 45
minute increments to allow enough time to get to your next one.
 Keep meetings to the scheduled amount of time. Don’t force the next group to stand in the hallway
outside the conference room waiting for you and your group to finish.
 Put your cell phone on vibrate mode to prevent disturbing others.
 Pay attention during meetings and avoid multi-tasking, such as scrolling through emails on your smart
phone or computer.
 Don’t hold meetings in your cubicle and distract those sitting close nearby. For meetings with three or
more people, go to a conference room or a break area.
 Eat lunch in the cafeteria or break room. Avoid eating smelly food at your desk.
 Be aware of how loud you speak on the telephone if you work in a cubicle environment.
 Avoid wearing perfume or cologne at work.
 Ladies – don’t wear revealing clothing. Let others see your skills, not private body parts.
 Respect your co-worker’s property (and company property).
 Don’t take things from others without asking. Refrigerator lunch food stealers – that also means you!
 Don’t yell and scream at others. Compassion and empathy will serve you much better to earn respect.
  Don’t reciprocate bad office behavior.
 Stay calm and don’t get emotional or angry. We all have bad days every now and then; sometimes a
sympathetic comment is the best way to direct a coworker toward better behavior.
 Meet with the person in a private location and explain how his or her bad manners are affecting you.
 Make sure you understand your company’s business ethics and procedures for reporting infractions.
 If the bad behavior continues or worsens after you’ve spoken with the offender, seek help from your
manager or a representative from HR.
PERSONAL GROOMING
Personal Grooming is probably the most important thing in every field.It maybe in the field of business,
designing, an executive at a corporate office, teachers or even in restaurants!
MEANING:
Personal grooming not only means looking neat and good but includes everything that makes you more
sophisticated. Looks, the conversation skills, the attitude, the posture, the dress style even the hair-style is very
important in grooming.
LOOKS:
Looks always have always played a very important role in everything a person does.If a person is good in talent,
speech, etc but looks untidy and uncivilized, the person creates a bad impression immediately. These points are
very important for good looks:
1)You need not have the looks of a supermodel, but should be neat.
2)Your hair should not cover up your face but held back.Men should have a short haircut and ladies can tie their
hair or put it in a bun.
3)There should not be much make-up.The make-up should be natural and light, not bold and bright.
CONVERSATION SKILLS:
Conversation skills too, make a huge impact. The speech should be fluent without grammatical errors. The
voice should not be too loud nor too soft. It should be filled with confidence. One should be good in at least one
language, preferably English.
ATTITUDE:
Attitude, here, does not mean pride or ego. Attitude means confidence and determination. For example, a person
might be wearing a dress for over 15000 rupees but does not know how to carry herself with a good attitude, the
expensive dress too looks very cheap!
POSTURE:
Posture, is one of the most important things in any kind of job especially. A person who droops and slouches
during an interview, immediately carries a sign of boredom and laziness. One should sit or stand upright and
always have a smile on their faces.
DRESS STYLE:
The type of clothing worn by one also shows what kind of a person he/she is. One may not wear very expensive
clothes, but jsut make sure that the clothes are well-ironed and crisp, and not wrinkled. During an interview or
job, one should not wear bright colours so as to direct unnecessary attention. They can just wear a sober shirt,
maybe white, beige or cream along with blue, black or beige trousers. Ladies can even wear a little bright indian
wear like yellow or orange but not too eye-candy!
HAIR STYLE:
Hair-style is very important too. One should not colour their hair in bright colours like red or pinkish as it will
divert attention. Maybe burgendy or a light brown might do. Boys should not try to create queer hair-styles, just
keep it plain and simple.
OTHER POINTS:
It is said that the first impression is the last impression. Therefore, one should not flaunt much and remain sober
and calm. Don't try to pride yourself more by talking on your cell phones all the time, unless an emergency,
keep it in your hand-bag. The shoes make a huge statement too, so wear the appropriate ones for the right
occasion. Always have a good social and friendly attitude with your colleagues. Talk with manners and have
good mannerisms like not fiddling with hair, nails, etc.
CONCLUSION:
Thus, personal grooming creates a great effect not only in our professional lives but is necessary even in
our personal lives. The way we eat, talk, walk, dress, etc all pass some or the other remark about ourselves. So,
remember no matter what you do, be well-groomed!