BUSINESS ETIQUETTE
Term for conduct that does not conform to accepted social or processional standards
Unethical
These skills include the ability to communicate with other people
Interpersonal skills
Consideration of the impact of your actions on others and being answerable for one’s actions
Accountability
An interpersonal skill consisting of nonverbal body language, including eye contact and facial expressions that indicate a person is listening
Active listening
Disagreement or contrasting /different points of view that can be viewed as positive or negative
Conflict
The longest a caller should be left on hold
30 seconds
The term for loudness or softness of a voice is
Volume
A professional term for socializing and hanging out too much, especially on the job, is frowned upon
Fraternizing
A system of moral values, rules of behavior and principles that guide individual or group behavior
Ethics
Term for preventing conflict and using negotiating skills to resolve conflict.
Problem solving
When should you return telephone calls?
The same day whenever possible
Term for the outward manifestation of your feelings and emotions
Behavior
If the customer asks you for something outside your job description, tell them that's not your job.
NO! Find someone who can help them.
Cooperative effort by members of a group to achieve a common goal
Teamwork
Which posture makes you look like you want to cooperate?
A. Standing with arms folded
B. Standing with hands on hips
C. Leaning slightly forward
C.
Folding the arms puts up a roadblock between you and the other person.
Hands on hips indicate power and aggressive action.
When should you inform you boss about an issue, good or bad?
As soon as possible
This form of non verbal communication uses 12 muscles and can be contagious
A smile
If someone "drops the ball" with a patient, tell the patient who it was and what they did.
NO! Do not assign blame. Focus on achieving the result needed by the patient.
These short cuts can cause significant obstacles to effective communication
Slang and jargon
Fidgeting, shifting your weight, touching your hair or face has this effect on others
Distracting
Indicates a lack of focus on the other person
Think before you act. This is called _____ and should be practiced along with honesty and respect.
Consideration
Why it's important to communicate with customers rather than allowing long periods of silence
Customers may not know what you're doing; reassures them you haven't forgotten about them.
Some qualities of listening skills:
words
tone of voice
body language
When you may use first names in a greeting
Only when you know someone well
An essential part of conflict resolution is to ask everyone involved to _____ _____.
Suggest resolutions.