Essential Office Etiquette 办公室礼仪.docx
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Essential Office Etiquette 办公室礼仪.docx
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EssentialOfficeEtiquette办公室礼仪
EssentialOfficeEtiquette
2010
FacilitatedbyItukisa(Pty)Ltd
February2010
ALLRIGHTSRESERVEDCOPYRIGHT
TheviewsexpressedinthisdocumentarenotnecessarilythoseoftheSeta’s.
OfficeEtiquette
Contents
Introduction
Wehaveanaturaltendencytobelievethatallpeoplewillreacttocertainsituationsinthesamemanner,butthisprovestobewronginamulticulturalarena.Developingandimplementingasuccessfulbusinessstrategyrequiresathoroughunderstandingoftheorganisationaswellasthewayinwhichitfunctions.Understandingbusinessetiquetteisoneofthekeycomponentsofunderstanding.
Culturecoversmanyareasincludingvalues,nuances,behaviours,food,fashion,architectureandmuchmore.Forabusinessperson,oneofthemostimportantfocusareasisetiquette.Etiquetteinonecountrymaydiffervastlyfromthatofanother.Understandingbusinessetiquetteisthustransactingtheacceptedbusinesspracticeofthetargetaudienceinensuringthesuccessofyourbusinessandinbuildingagoodrapport.
Etiquetteisaboutpresentingyourselfwiththekindofpolishthatshowsyoucanbetakenseriously.Etiquetteisalsoaboutbeingcomfortablearoundpeople,andmakingthemcomfortablearoundyou!
Businessetiquetteincludesthegivingandreceivingofbusinesscards,handshakes,punctuality,bodylanguage,dress,meetingprotocols,decisionmakingandothersocialelements.
TheConciseOxfordDictionarydefinesetiquetteastheconventionalrulesofpersonalbehaviourinapolitesociety.Therearesomekeyelementsherethatweneedtoexplorefurtherinordertomakethedefinitionpartofourday-to-daybeing.
Thefocusofthishandbookisasfollows:
∙Whatisofficeetiquette?
∙Etiquetteinmeetings
∙Officerelationships
∙Professionalconduct
∙Professionalattire
∙Openplanofficeetiquette
∙Attendingbusinessfunctions,socialgatheringsandofficeparties
∙Confidentiality
∙Handlingdifficultpeopleandpersonalissues
∙Courtesyforthephysicallychallenged
∙Bathroometiquette
∙Personalcontactetiquette
∙Appropriateuseoftheinternet,emailandtelephoneandcellphone
∙Ethicaldilemmas
∙Unacceptablebehaviouratworkandcommonofficeetiquettemistakes
Session1
WHATISOFFICEETIQUETTE?
‘Goodmannersmakeforgoodbusiness’
Personalbehaviour
Personalbehaviourindicatesthatetiquetteissomethingweacquireandpractiseasindividuals.Appropriatebehaviourislearntathome,howtospeaktoadults,howtoeatinapropermannerandhowoneusesatelephone.Thisisfurthertaughtatschoolandasyoungadultsenteringthebusinessworld,youknowhowtoconductyourselfinapolitesociety.Wemusttakeculturalandreligiousbackgroundsintoaccountwhenwediscussetiquette.Officeetiquettethereforehassomestandardrules,whichcanbelearntandpractisedonadailybasis.
Politesociety
Politesocietyisaboutorder,aboutrespectforothersandaboutearningtheirrespectinreturn.Asproperbehaviourinourowncommunitiesisimportant,soisitintheoffice,thushavingmutualrespectforpeoplewhohavedifferentculturesandviews.ForexampleIbelieveeatingwithaknifeandforkiscorrect,butmyChinesecolleaguebelieveschopsticksaretheproperway.
Conventionalrules
∙‘WhoserulesofconductdoIfollow?
’
∙
∙‘Whatistheappropriatebehaviour?
’
∙
∙‘WillIbeappropriatelydressed?
’
∙
Therulesofofficeetiquetteareuniquetoeveryorganisationanditisimportantthatyouunderstandtherulesinyourenvironmentinordertosucceed.
Thosewhohavemasteredtherulesofetiquettewillinstinctivelyknowtheanswerstothesequestions.Iwillconductmyselfaccordingtothe‘conventionalrules’ofmyhost,superiororthepersontowhomIwishtoshowrespect.
HowIgreetsomeone,howIdress,howIeat,thewayIwriteletters,howwellImakeapresentation;allofthesecanmakethedifferencebetweensendingthecorrectmessage,makingtherightimpression,ornotmakingagoodimpression,whichmightruinagreatcareer.
OFFICERELATIONSHIPS
‘Nobodywantstospendeighthoursinanofficewithsomeonewhodoesnotknowhowtobehave’
OfficeBehaviour
Officeetiquetteintheworkplaceisdeterminedbytwofactors:
specificculturalvaluesandnormsANDgoodmannersandcommoncourtesies.
Seniormanagementestablishestherulesandsetsthetoneintheoffice.
Alletiquetteissues,suchasattireandbehaviourshouldbedocumentedandmanagedbyseniormanagement.
Displayingaffection
Avoidshowinginappropriatephysicalaffectiontoothers.
Rememberthatinter-gendersuperficialintimacyremainsaculturaltabooformostMuslims,manyHindusandOrthodoxJews.
Sexualadvances,whichisinappropriateatworkanyway;runstherisk
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- Essential Office Etiquette 办公室礼仪 办公室 礼仪