Etiquette and Protocol | Public Relations | Dubai | Meirc

about the essentials of business etiquette and protocol my name is Hana Musa Joerg and I am a partner for those of you who don't know me or haven't met me in one hour many many many courses training courses I am a partner with Merck training and consulting allow me a few seconds to tell you a bit about Merck the company our company is 58 years old was established back in 1958 in Beirut Lebanon and we've been in business we've been based in Dubai since the year 1991 business etiquette protocol we always hear those you know expression those statements you know you need to have good protocol you need to follow good etiquette what are they what is the importance of knowing and more importantly knowing and implementing good business etiquette and protocol while ago miss Maya Angelou who is an American poet wrote the following people will forget what you said what you did but people will never forget how you made them feel this will open the door if you want or will break the ice to our topic today about business if you kept and protocol so in essence business etiquette is to make someone feel special to make someone feel good about themselves about the environment you know around them whether it's a business environment whether it's a social environment if you know food involved or just talks or dreams or so a couple of definitions you know there's there are many many definitions of anything you know and you know the same for etiquette and protocol as far as etiquette is concerned it is the rules of correct behavior how we behave in the right way now correct behavior in whose perception you know what is correct behavior for me it may not be correct behavior for someone else so this is where some of the obstacles lists which which we will later talk about you know will will present themselves as far as the etiquette also another definition or an explanation it is the code of polite behavior in society and society may mean your business environment it may mean your family your friends your colleagues and so on and so forth it's as simple as what to do how to do it properly and when to do it properly so as a matter of fact all of those have something in common something particular in common it's the key word their behavior because how you do things is how you behave okay so the correct behavior the polite behavior how to do things properly so from here we are able to to emphasize on the world behavior how important it is to behave in a certain way for you know a certain in a certain ordering a certain situation and to make someone feel good about themselves to make someone feel special about themselves okay now some guiding principle of etiquette make the individual whom you are dealing with whom you are talking with whom you are doing business that whatever feel as though he or she is the most important person in the world and this is not easy to do this is not as simple as you know just I decide to do it and Here I am and I could do it it takes special people to to behave in a certain way because bottom line whatever we talk about a business etiquette protocol negotiation influencing the basic overall is effective communication so if you are an effective communicator of course you are able to become or to learn how to be a better you know in business etiquette and in protocol can how could you know being good you know effective in in business etiquette or implementing as if if I should say the business etiquette behaving well how could that help you well first branding it gives you know a message to whatever organization you are working for whatever yourself you're trying to market yourself because you know nowadays it's it's very popular the notion your personal branding so either an organization that you want to reflect a certain image a certain reputation about your organization and that makes it you know the the more strong the brand is the more credible the organization and trustworthy this organization is I mean for example now when you say I don't know Bentley you know it's luxury you don't have to you know it's credible its trustworthy when you say Volvo safety so this is what we mean by branding so by acting politely professionally correct you can send the message that your business your organ your organization is a credible one and trustworthy second how can business etiquette help you how can it encourage and then develop your your business your organization or even if you're talking about yourself okay personal branding treat customers with respect treat customers with consideration to show them that their patronage is value that the money they're paying for our products or for our services are appreciated great customer care inspire customer loyalty and positive feedback long time ago you know when we used to you know to teach customer service the main the focal point if you want as far as customer service is concerned is satisfaction okay so what your customers are asking for is for themselves to be satisfied whether the product you're giving them or the service you are you know giving them as long as they are satisfied they will be happy there would be happy customers studies have shown that one happy customer usually usually will go out and tell anywhere between one to three of his friends or of his you know acquaintances whereas an unhappy customer will go out and tell anywhere between nine to twelve people and here we're talking about a few years ago we didn't take into consideration the social media that if you're not happy about something you could tweet it and then gosh the whole world could know about it you could put it on Facebook and then the whole world you know could know about and so this is why you need to treat your customers with utmost respect so first of all you know there are satisfied for one main reason also maybe 40 50 years ago satisfaction and customer service wasn't a huge deal because competition wasn't as fierce as now now you know they say I'm paying money here and I'm paying money there so if I'm not happy about any anything that may go on with you with your services it's as simple as just you know move and go to somewhere else so this is as far as the customer curve this is why the customer care I'm sorry this is why it is very important for us to be polite to implement business etiquette to its fullest the third important reason why we need to implement good business etiquette its employee engagement okay good manners would help improve employee would help increase and improve team morale and confidence and if those you know issues are are being satisfied the employee improvement the team morale and confidence then you will have less and less turnover you know your your employees are happy they don't have to go there two three months and then shift and then go somewhere else because you know how expensive is nowadays to to train a new employee to do the induction the orientation and all that and then few months later they are gone because they're not happy about something else so these are a lot of things that we need to to think of and you know when we talk about business etiquette it's not just you know in some party in hotel management it's everywhere in healthcare you need business etiquette you know any kind of services in food restaurants you know hospitality you need to implement your business etiquette throughout the you know the the globe as far as business is concerned it is nice to be important but it is more important to be nice as far as protocol to be honest there isn't you know there are a few words that we use it to changeably and the business world in the English language in general and specifically in the business world but you know and protocol business etiquette and protocol is one of them well usually etiquette is how you behave how you do it in a business setting most of the time but a protocol is mainly related to the political part way to diplomacy the courtesy how to greet how to you know mainly official business etiquette you have to do it with your colleague you have to do with you with your boss protocol isn't really implemented among team members if you wanna call it but when you have people you know coming to visit especially official people you know in politics and you know I'm sure every one of your business ladies and gentlemen you know they have a you know a protocol division especially if you are a government entity especially if you have if you are an international or a global or multinational organization where you have you know people delegates visiting you from outside you know people you know you going to visit people you need to be able to know what their customs and habits are and also they need to be able to know about your customs and have it so no awkwardness will occur so you step on anyone's toes as far as you know beliefs and values and so on and so forth as far as the world protocol it is derived from the Latin word proto column which means first glued in long time ago they used to use it for books okay originally intended as a register you know stacks of pages in one book later it became to mean the for use in drawing up such document for example when you hear about you know the Internet Protocol it is anything you know that is done following a certain protocol if a certain pathway if you want a certain road map so this is where the word comes from the official official once again we say you know the other one it used to be behavior polite behavior for it again in here it is the keyword amore is official the official procedure or system of rules governing affairs of state or diplomatic occasions now when you say state and or diplomatic it doesn't always have to be you know governmental it could be between one company to another and also be considered some of rules that explain the correct conduct and procedures to be followed in formal situations whether it's a state dinner whether it's a state visit you know anything related to that could be considered official let me just stop for one minute and remind you ladies and gentlemen if you have any any questions please do send them type them in put your name and then send the question and then we will be more than than glad to to answer once once we're done with the slide which should be maybe another ten minutes you know after that you're more than welcome to to ask okay and then I'll try my best to to to answer you with the year with the right information okay so the basic principles when it comes to protocol are six be discreet think about it we are talking about official okay so be discreet keep your company secrets to yourself don't post them on Facebook don't post them anywhere public okay basic principle about friendliness and courtesy okay you have it bending jihad as a part of the protocol department at as part you know by the way you know the protocol department could be called something else it depends on your organization it depends on you know the culture you live in it could be a protocol Department it could be you know government affairs communication corporate communication all this could be under one umbrella or you know by by itself separately okay so going back to the friendliness and courtesy if you cannot take stress if you are not willing to give the time if you're not able to be patient because it is a very and high demanding job okay you have a very demanding job you still need to remain upbeat enthusiastic friendly meaning smiling all the time and very polite okay once again how many times you have some issues with some people you know greeting you you go to International Affairs you know dinner or whatever and you know they don't know how to deal with you they're either tired or they're under a lot of stress and you know you don't feel satisfied also as far as a protocol we do talk about customer service because whoever your audience is whoever your guests are these are your customers and the main reason you are there is to make sure they are satisfied to make sure they are feel that they are the focal point that they are you're doing your utmost to make sure that they are happy and satisfied okay we need to pay attention to people another principle okay to be concerned with others not just ourselves respect your colleagues your clients your subordinates your superiors of course we'll make it easier for everyone to work as a team to agree on things especially if they're looking at one common objective or one common goal always keep in mind that being confident doesn't mean you cannot be modest please have seen it throughout my career for event management etiquette protocol some people are overconfident and that will you know they'll be touching on the becoming arrogant nananana you need to be you need to have a high degree or self-confidence the same in time you need to be modest okay and that makes a big difference to your customers to your guests principle five the appearance you always need to be in French they say as on tablet that means you know when people look at you they you're after all you are the mirror of your organization whether your organization is the Ministry of exterior or interior or you know the Ministry of Health or it is XYZ private company you are your company the way you answer the phone okay you represent your company so please dress appropriately comfortably of course too fat to fit into your level of the corporate environment do not be over dressing and do not be under dressing okay sometimes over dressing may may send the wrong signal people may miss perceive you as you know a sign of mistrust suspicion so you need to be careful as far as how your appearance is of course hygiene is always always very important you know the way you deal with people the way you talk all of that will go back more than the protocol it also go back to the etiquette and let's face it etiquette and protocol they complement each other one cannot go without the principle number six literacy it goes beyond using good grammar good vocabulary be able to spell properly okay you need to be able to use your communications whether it's the written communication skills whether it's the oral spoken communication skills and most importantly the body language the nonverbal communication skills when you are dealing in any task that involves either etiquette and/or protocol you need to pay attention to the way you act the way you walk the way you talk it's more important than what you say in most instances back in the early 80s dr. Marian you know one of the pioneers in communication did a study at UCLA University of California in Los Angeles and another parallel study went on I think for its University of Pennsylvania you know to see the effect of communication - you know they wanted to see the face-to-face communication as far as you know three factors if you want and first of all they took they talked about what is the effect of the content of world as far as the the communication face-to-face is concerned and then they wanted to see the effect of the voice and then they wanted to see the the pre language the nonverbal communication so they went on and they asked people thousands of people and you know what they talked about is what do you think effect the message what helps you to get the message accurately and correctly and the to the surprise of the team themselves you know the the results came as follow as far as words only 7% of what you say has effect on the people 38% is your voice and when we say your voice you don't have to be a singer with a beautiful voice but the way you say word your pronunciation the tone the the pitch okay the fluctuation of your the volume going up and down 38% of that and the bulk the rest 55% or is for body language you know I mean imagine talking to someone telling them welcome to my organization to our country you know let's say a foreign delegation is coming to you know to to to your organization to make a business deal and then you know you're saying welcome with that facial expression that are you know sad and mad and water stress of course they're not gonna believe that you are happy to greet them that you are happy you know they are there so the communication is very very important you could be the best writer but if you don't know how to say how to deliver what you are writing it's you know really important for you to so this is as far as the literacy machine would be yes is there you are absolutely right yes miss green would be our friend Miss Reno and thank you she's saying I think there is one principle missing and I think yes as far as the slide I do agree with you one principle number one is punctuality you know one of the protocol maybe you know consciously or unconsciously I deleted or hit this flight because boy we have a problem with this in the Middle East in our Arab countries in our mentality you know maybe this is one of the few things that we took from the French you know the French say there is young chicks on toujours avatar yummy people who are chic and classy they arrive late but now when it comes to protocol when it comes to business etiquette you need to be on time otherwise people will not trust you otherwise you will lose your credibility a credibility is very important ladies and gentleman when it comes to business etiquette when it comes to protocol and credibility is divided into three types if you want or three phases we have we do have first the initial credibility okay so this is what will we get when they first meet you imagine you are 10 or 15 minutes late for a meeting especially if your guest arrives before you to arrive that goes your credibility okay we have what we call the arrive the credibility that means throughout the episode the task the conversation the communication process your counterpart is getting you know weather is starting to believe you or not so you know this is what we call derive the credibility and last but not least also very important is the terminal credibility this is what your guest leaves with whether good or bad positive or negative it's it's very important so please punctuality is the soul of business in the business world time is money so you don't want to waste someone else's time okay so please as far as business etiquette protocol always be on time so you're absolutely right in this room this is one of the the principles the most important once again maybe on purpose it was hidden or maybe you know unconsciously because you know we are guilty very much guilty of not paying attention to this I had miss aroma as bad I tried to take screen shot we can say oh we can send you a recording later if you if you mind my assistant my lovely two colleagues mr. Morrow and Miss Venus are guiding me here so you know she's telling me what yes ma'am okay mr. Omar Venus said we can send you a recording like later if you wish send me an email or send Mirth you know an email and then you know we'll be more than happy to to do it you're more than welcome mrs. nesrin and no I wanna thank you yeah it was you know for some reason overseen once again purpose or not but yeah punctuality is the principle number one in a nutshell we were almost done here and please mr. Tice here smile is saying send it to all please okay Venus is saying she's using her body language to tell me yes of course we will do it absolutely we will do it no worries in a nutshell we always need to remember ladies and gentlemen the importance of business etiquette the importance of protocol maybe protocol comes under the umbrella of business etiquette in general because you know either way they complement each other always keep in mind you are the organization you work for pardon you are the reflection good or bad negative or positive the people are going to take that you know that first impression about you on the phone you know in a phone conversation they say the first impressions are gotten from the first five seconds that you talk when you meet someone of course the cliche say you know first impressions are the most important to a certain extent this is true maybe later on with time you know it may not be you know a proven but yeah people say within the first three minutes people get an impression about whoever they are talking so if they feel comfortable if feel happy that personal relations will be built like our second item says here personal relations are built on mutual respect okay it is really important and it's always starts within us I need to know myself I need to respect myself before I am able to know and then respect other people number three people judge you by first impressions yes of course it's not hundred percent you know realistic to just people definitely on that but you know they say the first impressions are very important okay so please make those first impressions impressive make them positive let people not just like you let people be attracted to you let people be influenced but by by the way you act by the way you you talk by the way you make them feel the key to success is your attitude and your behavior as we know you know attitude is derived from our personality and then behavior is derived from our attitude so it's all related to the personality of course the environment has a lot to do with it no paper we get used to it and then it becomes a part of us so why don't we behave in a way a polite way always positive always look at the brighter side of the issue the brighter side of the problem and then live happy be nice to people respect and then be polite people trust me it will pay off could you also send us the PowerPoint they're asking mr. ma roof miss Martha we were saying we were guys you can talk it's ok now MA well it seems that guys you don't have any questions that's fine three options here I'm either great presenter I covered everything and I know this that cannot be your either great participants and we have one from man's mystery on a related note shall we shake hands with the guest who is obviously sick hmm also what is the nicer way to say no without being obvious about the hand shaking I'm assuming miss mystery that's an excellent question usually if you're a lady here in our you know environment it's easy you just you know put your hand towards your you know your chest and you know you don't shake hands with men if you want or if it's another lady it's it's always you know there's always a way a tactful way to send a message okay if you know they're sick or whatever just you know make sure you're busy with your right hand you know put a book in it or you know hold you and then so I'm sorry I'm you know my hands are out for if not if you have to if if we're talking you know protocol yes you will need to shake their hand but make sure hygiene wise don't touch your eyes don't touch your face don't touch your you know your nose if it's a virus or a bacteria and then the first instance you have any opportunity run to the WC wash your hands or you know what helps nowadays it's always in your purse or your bag you know Detroit you know I don't want to give you know the brand name but you know anything to you know to to antibacterial but yeah of course you don't want to hurt someone's feelings but you know you could shake their hand but be careful not to you know not to expose yourself to any of their germs or bacteria or viruses very important point good question your whata mr bilal 14 thank me the second question is not related to shaking the sun also what is the nicer way to say no without being obvious ah not to saying you know to to to but to say you know in in general well well I can answer this a question two ways first way you could come to one of our communication skills and assertiveness skills seminar course training and then we will tell you or if you want to save some money I could tell you right now there is always a way there miss ring to say no sometimes by seeing yes but you mean no okay being tactful tactful being polite is very important you know anything one of your friends come and then always asking you to do things and you nice you know employee or colleague you want to help you want to help but at some point it will get ridiculous you keep on saying yes yes yes yes yes and here we are four o'clock they go home you stay in the office till about six or seven o'clock in the evening why because you didn't feel it's nice to say no well sometimes you need to say no okay sometimes you say yes but to me no you're absolutely right you know nesrin I will be able to type this report for you but let me finish what's under you know my my supervision now you know of course if if if miss ring is asking me to do something and I always say yes yes yes at some point I'm gonna say no when the screen is gonna say well how long do you think that's gonna take maybe a couple hours which is you know miss rain will be gone by by then so there is always a way to say you know definitely and if if it's you're happy to always say yes yes yes yes being nice and we always want to be nice we always want to be accepted okay but as far as always saying yes yes yes if it's gonna start imprinting on our stress level on our time at work our patience know it will start to be time to you know I'm sorry this is assertiveness okay in communication we could be aggressive be blunt and of course we don't ask we don't advise you to to be that way you could be passive meaning yes yes yes yes yes ma'am yes sir as Minister all the time saying yes yes yes or you could be assertive you say what's on your mind without stepping on anyone's toes without hurting anyone's feelings but it's your right to do so and guess what nice ring the first time they may not like it the second time they may not like it that much third time fourth time they'll get used to it you will be living happily less stress you go home at the right time go back to your family to your friends to your house and then you know they'll have to start doing some more so yeah it is absolutely okay to say no sometimes okay if some ask about personal issue also what is the nicer way to say no without being obvious that's what mr. Ian was asking and I think I answered that how much time it may take to answer by yes or no it depends on the question and it's husband II or mr. husband II and is I take it it's it's Arabic it depends what is the question if you ask me a question I can take half hour to answer you whether it yes or no or it could take you know a couple of seconds okay once again what what is the the the topic were talking about okay it's you know as we know in communication there are what we call closed-ended questions those questions who can be answered by yes/no a word or two what's your name my name is Hannah so you know this is these are closed-ended questions and we have what we call open-ended questions which you can elaborate on if I'll ask you now is it raining outside I mean the possibility is - yes it's raining or no it's not if I ask you how is the weather outside this is how I open the door wide for you to answer and elaborate on that okay yes I've answered all the questions Venus we got everything now there's one Brenda I don't agree on the fact that you should say yes then not do it it will make you lose credibility I think it's better to say I cannot do it today can I do it tomorrow of course this is what I meant by you know being assertive but you know sometimes some people believe me miss Rhonda they don't you know they don't feel like saying no so you come to me and ask me to type a 40 page report at three o'clock before I leave I say you know of course I will do it but let me finish what's on my hand and I have another appointment you know at home my family needs me at 4 o clock if I couldn't finish it you know after I'm done that's fine so you said yes but in meaning you said no okay of course it is better to say you know to be honest what I'm saying you know to just say you know straight but trust me I've known so many people who are I don't want to shy but you know I don't want to say shy but they're afraid to hurt people's feelings by saying you know so they won't do it those are the people who are under a lot of stress sometimes it will help for those people to say yes but let me finish one two three four five when I'm done I'll get to it and of course if I'm rushing and I need this report you know done now of course I won't wake I would go and try to get someone else to do it now we're talking colleagues huh we're not talking a boss or you know I don't like the word pass your superior your manager asking you to do something of course you cannot say no because this is what we are paid for it depends now also the timing this is what communication open lines of communication ladies and gentlemen is it's very important very important okay to always keep open line of communication with your colleagues with your subordinates with your superiors and so on and so forth personal issue if some ass mr. Omar well what do you mean by that did you write something mr. Omar Omar if some asked about personal issue I'm not sure what you mean by by your by your question a personal issue you know something private to me oh it's very very important this is where we get into you know the the assertiveness you know you asked me about I don't know how much I make money or you know something you know private and personal personal to me you know I'll say I'm I'm sorry I'd rather not answer this question it's very okay of course it is very very you know satisfactory to oh I'm sorry I'd rather not answer this question this is you know personal information I'd rather not share it and you know and that's that's that once again first time they may not like it second time they may not like it third time fourth time they will get used to it this is change change first of all the first reaction to change is resistance if you Baba was saying yes yes yes yes yes and the first time you think they're gonna be shocked second time they'll get used to it third time and time goes on you have less stress less happy and you're happy okay it seems that that's it for today ladies and gentlemen I do want to thank you from the bottom of my heart on behalf of my my friend mr. ma Ruth and miss Venus who are helping me here today I do appreciate your involvement I do appreciate your questions and please come to our sessions training sessions follow us at Merck at Merck calm or www Burt calm email us anything you want any you know about this or any other of our courses please let us know I do thank you once again until then be nice be polite calm

Channel: Meirc Training and Consulting

Views: 7,815

Keywords: Etiquette and Protocol, health and safety management, Environment management, healthmanagement training, Public Relations

Id: yW-T37eOMDM

Length: 43min 27sec (2607 seconds)

Published: Wed Oct 19 2016