Etiquettes of communication

What is etiquette?

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Etiquettes

Etiquette is defined as the way of behaving in different social situations that distinguish human beings from one another. OR The manners and behavior which we demonstrate on different occasions in order to ensure our social responsibility as sophisticated human beings is referred to as etiquettes.

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Types of etiquettes
There are different types of etiquettes which we

show on different occasions e.g.

Social etiquettes Business etiquettes

Eating etiquettes
Meeting etiquettes Speaking etiquettes

Driving etiquettes etc.

Telephone etiquettes

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What is communication?
Communication is a process in which message

moves from one person to another. The activity of conveying information, sharing views, transferring ideas and opinions .

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Etiquettes of oral communication

Oral Communication involves the process of

carrying out spoken conversation that takes place between two or more persons and the exchange of ideas is done through words uttered by speech organs. When we talk about the etiquettes of oral communication, it means the way or the manner in which we communicate with other people in our social set up.

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Following are the etiquettes of oral communication:

Greetings Introduction Farewell Requests

Advises
Recommendations

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greetings/shake hands

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Typical greeting questions

How are you? How you doin'? How's it goin'? How are things? How're things with you? How's business? What's new and exciting? What have you been up to? How was your day today?

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Responses to the questions

Not Good!
Pretty good.

Awesome! Fantastic

Great! Horrible! Wonderful! Fine. Not so good. Not bad. I wish I could say things are good. Things are well.
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Formal and informal Greetings in English

Formal

Informal

Hello
How are you? How are you? I'm good, thank you! And you? What's up-I'm _______ how are you doing sir(or ma'am) Very well, thank you.

Hi, Hey, Ahoy!

Whats up? How are you? good how r u?What's up- nothing much just chillin Hey, how ya doing? Great, how are you doing?

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Are you fine- yes I am all right, and Hayy you alright - yup i'm cool you? you?

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Two friends meeting

Friends often say "Hi" to each other. Then they

often ask a general question, such as "How are you?" or Whats up? or "How are things?" or "How's life?
The reply to this question is normally positive. "Fine thanks, and you?"

"Fine thanks, what about yourself?"

"Not bad." Or "Can't complain."
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Greeting people you don't know

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 You can use "Hello" with people you don't know,

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but a more formal greeting is "Good morning / afternoon / evening." Your good name sir/ Maam? The other person normally replies with the same greeting as you have used and then makes polite conversation, such as I am------- or My name is----- "How was your trip?" or "Did you find our office easily? etc 9/14/2013

Introductions
The process of telling someone another persons

name when they meet for the first time. Formal personal presentation of one person to another or others.

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Formal & informal introduction

. I'm John. I'm Jackie. ( informal situation) 2. I'm John Kennedy. I'm Jackie O'Neill. (full name in business formal situations) 3. (It's) nice to meet you. (It's) nice meeting you. (It's) good to meet you. 4. Nice to meet you too.

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introducing oneself
May I introduce myself? Let me introduce myself. Id like to introduce myself. I dont think we've met before.

My name is Peter. My names.. . Im. . Im. .

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introducing someone else

Can/ May I introduce my best friend? This is.. . Have you met his man before? I'd like you to meet .

I want you to meet my friend Sara.

May I introduce our director Mr. Shaw ? Ani would you meet Sue, my sister. Sue this is my friend Ani. Here comes my colleague Mr. Steward. Steward have you ever

met Arnold?
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Small exercise

Think of the most suitable responses for the following phrases

How are you? How is life with you? Nice to meet you. Have a good weekend. You must be George Orwell. I hope to see you again. Hey man, whats up?

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Farewells
What is farewell? The act of parting politely An expression of good will for the person you are parting from. The words of politeness which we use when someone leaves or parts from us in order to express our best wishes for him/her.

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Some images for farewell

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Farewells:

GOOD-BYE. BYE. GO WITH GOD. SEE YOU LATER. SEE YOU TOMORROW. I'LL MISS YOU. SEND MY LOVE TO... GREETINGS TO... ALL THE BEST. BEST WISHES. HAVE A NICE DAY!

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formal expressions for farewell

It was a nice time with you. Hope to meet you again. Stay in touch.

It was nice meeting you.

I hope to see you soon.

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Expressions for leaving a place

I got to go now. Ill be leaving from the office in 20 minutes. Im afraid I have to head off now. Lets get off work early.

I need to depart for the airport in one hour. Would you mind if I leave the dinner before it ends?

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Play the audio

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REQUESTS

Request means to ask somebody to do something for you in polite way. We usually use such expressions as please or kindly to get the things of our desire done by others .

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Requests
We use could you and would you as polite ways

of telling or asking someone to do something:

Could you take a message please?

Would you carry this for me please? Could I have my bill please? Could you explain it again please?

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Less polite expressions

can and will are less polite/casual:

Can you take a message please? Will you carry this for me please? Will you close the door please?

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Small activity
Requests

Would it be all right if I parked here? Is it ok if I drink my tea here? May I use your pencil please? Would you mind if I asked you something? Possible answers No. What? I am actually busy with it right now. No, this is a two-way zone. Sure, make yourself comfortable.

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Advises & recommendation

What is an advice? By advice we mean telling someone about his mistakes and try to give him/her some way out of the problem or difficult situation.

When we feel or notice the need of correcting someone in his or her actions, decisions and manners and give him the best opinion to remove those shortcomings.

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Advising

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How to advise someone?

Ensure your sympathy for the person you are going to advise.

Offer your opinion in friendly way.

Ask him/her what they want t do and what they need to do. Avoid using insulting behavior/attitude. Instead of beginning your advice with, You should have, or Why didnt you? realize whats done is done, and focus on what they can do or change right now.

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Advising Someone (Not) To Do Something...

If I were you, I'd...( or If I were you I wouldn't....)" "You'd better (not)... I think you'd be well advised to... (very formal)" We can try to convince by presenting consequences:

If you dont stop doing it, you will be( punished, suffer, will lose, insulted) You'd better (not)...

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advise someone of something

to inform someone of specific facts or some other information e.g.

I hope you will advise Larry of the details of the proposal.

I'd certainly recommend you to visit that market.

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advise against something

I don't think you ought to .

I don't think you should . It wont be suitable for the person like you. OR This is something against your. The way I see it, you should/shouldn't.

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Advising your employees/subordinates

Keep your tone helpful and be careful of appearing judgmental. Outline the evidence before pointing out the problem. We can also write the letter of advise to the employees if we feel there is some correction required. If you want to advise your staff members/ workers about their habit of coming late to workplaces, you can write the letter in this ways you would seem more professional.

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Sample letter

I would like to pass on the concern I feel regarding employees who consistently arrive late for work. While I realize that traffic in the morning is heavier due to highway construction, it is still important for staff to be in their offices ready to begin work at 9:00 a.m. I know that it may require extra effort, but punctuality is an important element of customer service.

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Advising the clients/customers

If we want to advise our customers/clients, following expressions can be helpful: here is the list of useful items. We think this is going to be more beneficial for you. you d do better if chose this article/ item. This is the right time for you to..

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Recommendations

to advise someone to do something, especially because you have special knowledge of a situation or subject.
to say that something or someone is good, or suggest them for a particular purpose or job.

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recommend something to somebody

I recommend this book to anyone with an interest in chemistry. I recommend you to visit this website to get your desired information. It is dangerous to exceed the recommended dose.

Can you recommend a good lawyer?

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recommend somebody for something

I have decided to recommend you for the directorship. The chairman recommended him for the post of General Manager.

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Orders and instructions

Orders Order means to tell someone to do something. An order is a type of oral activity in which we try to get something done by the people using a commanding tone that indicates our authoritative position. When we give orders or warnings to some body, we use imperative forms.
Be quiet! Take care! Listen to me carefully! Put that file on my desk!

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Giving orders to your workers

We should learn to give orders to employees and give them in such a manner that the orders motivate employees to do the job. This will build a mutual respect between you and your work team. Let employees know the reason you are giving them an order. Use respectful words such as "please" when giving orders to your employees.
Please count how much stationary is in the cupboard so that we'll know if we need to order more.

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I want you to finish this by tomorrow.

I'd like you to file this correspondence for me.

Turn the printer off when youre finished please.

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Giving instructions

At one time or another, youll have to give someone instructions for doing something. A child A colleague A friend

Instructions do one of three things. 1) Tell people what is necessary 2) what is wrong 3) what is not necessary

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Purpose of instructions.
The instructions you give could range anywhere from describing

what you would like to have done, to specifying a desired behavior, to showing someone how to accomplish something or some activity such as :
How to make a cup of coffee? How to search for a topic on Google? How to use an elevator? How to use a digital camera? Hoe to use a photocopier? etc

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How to give instructions

Usually imperative tone is used to give instructions. If instructions are not carefully worded then they are likely to be

taken as insulting commands.

Be clear

Use direct and specific language. Say exactly what you mean. Dont leave people guessing. Use friendly tone Appropriate words

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Use of sequencing words

Sequencing words are used to make instructions

clear within a process: It is like the 1, 2, 3, 4 of your actions. The most common are
First(ly)... Then... Next... After that... Finally...

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How to Make a Cup of Coffee

Firstly you have to put the water into the bottom of the coffee maker. You needn't boil the water, cold water is fine. Next you have to put the coffee in the coffee compartment and screw the top of coffee maker on. After that you need to put the coffee pot onto the stove. Then turn the stove on high and wait. You don't have to move the coffee pot.

When the water boils and goes into the upper part of the pot you then have to remove the pot from the heat.
Finally you pour some coffee into a cup, add sugar and milk and enjoy.

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How to use a photocopier

First, you need to turn on the

photocopier power. And Then you put the face of the paper that you want to copy, on the screen of the copier. Next, you need to select the size of the paper size and how many number of paper that copies you want to copy. After that, you push the start button and the copier is starts working. Finally, you get the papers that you want.

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Giving instructions to employees

Clear Instruction are Necessary for Desired Results in the Work Place. As a leader, you should sharpen your instruction giving skills so that even the most complicated of assignments can be delegated to your employees with proper instructions. Use diagrams and pictures.

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 If you need to correct an employee's behavior, start by

stressing the employee's value to the company, then explain why you want to see her behavior modified quickly so you can both get back to enjoying a productive work environment. Discuss the employee's strengths and why you think he/she is the best person for a particular project. Emphasize your appreciation for his/her attention to details and directions.

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 When and where to do the work.

What tools or equipment to use. What workers to hire or to assist with the work. Where to purchase supplies and services. What work must be performed by a specified individual. What order or sequence to follow when performing the work.

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APPOLOGIES AND REGRETS

What is an apology? The act of saying sorry to someone is known as apology. OR To tell some one that you are sorry for having done something that has caused them problems or unhappiness. You use the expressions like: I do apologize for... I'd like to apologize for... I am so sorry for...

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Saying sorry
Please, forgive me for... Excuse me for ... I'm terribly sorry for... Pardon me for this... Please, forgive me for my.... Please, accept my apologies for.

Teacher : Rohit, you didnt show me your home work. Rohit : I am sorry, Sir. I havent done it (apologizing)

I must apologize to Isabel for my late arrival. I'd like to apologize for my trouble making. "I feel bad about what I said yesterday." "I'm really angry with myself for this."

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Apologizing
More formal
I apologies for the delay in

replying.
I/We apologise for any

less formal Sorry for the delay in replying.

Sorry for the

inconvenience caused.
Please accept our/my sincere

inconvenience.
apologies.

I/We are very sorry

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Receiving/ accepting apology

Following expressions are used to accept apology (For small matters) That's ok" "No problem" "Don't mention it (For more serious matters) It's quite all right" "It's not important." "Don't worry about it (For when you are still very angry.) You should be." "Well, that's not good enough" "Don't do it again" "Oh, all right then."

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regrets
What is a regret? feel sad, repentant, or disappointed over something that one has done. OR Regret is a rational, intelligent and, on occasion, emotional reaction to some unexpected, unintended consequence of some event or action.

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Regret is often used in more formal types of apology.

"Mr. John regrets he can't come to lunch today. I regret of telling a lie. They regret on having spoiled your time.

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 In business set up we may write the letters of

apologies and regrets to express our repentance over some misbehave/misdeed. Letter o regret letter of apology.

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Sample letter of apology

I must beg your forgiveness for my inappropriate and insensitive remarks the other night regarding your classroom structure and curriculum. I reacted disgracefully in the heat of our discussion and I later realized that I had not been given accurate details beforehand; I in no way meant to belittle your expertise on the matter.

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