1. Business Etiquette Basics
- Be on Time: Show respect for others’ schedules by being punctual.
- Recognize Your Team: Greet colleagues appropriately (in-person or online).
- Dress Professionally: Follow the standards to reflect professionalism.
- Respect Shared Spaces: Keep common areas (physical or virtual) tidy and organized.
- Build Emotional Intelligence: Empathize, manage emotions, and handle workplace challenges effectively.
2. Personal Grooming
- Maintain a clean, neat appearance:
- Men: Short, well-groomed hair; clean-shaven or neat facial hair.
- Women: Simple, professional hairstyles; minimal, subtle makeup and jewelry.
- Ensure clean, wrinkle-free clothes and polished shoes.
- Practice good hygiene and avoid overpowering scents.
3. Communication Skills
- Verbal: Speak clearly, use polite language, and adapt to your audience.
- Non-Verbal: Maintain eye contact, good posture, and professional facial expressions.
- Written: Be concise, use proper grammar, and proofread.
- Customer Service: Be empathetic, patient, and clear in explaining products/services.
- Presentation Skills: Organize content logically, engage your audience, and use visual aids effectively.
- Digital Communication: Use professional language in emails, video calls, and social media.
4. Online & Cell Phone Etiquette
- Cell Phone:
- Limit usage during work; silent mode in meetings.
- Avoid personal calls during customer interactions.
- Online:
- Use professional email signatures and respond promptly.
- Keep virtual meeting backgrounds clean and maintain good posture.
- Adhere to organization policies for file sharing and digital security.
5. Teamwork
- Collaboration: Pool skills and ideas for problem-solving and better service.
- Knowledge Sharing: Learn from experienced peers and share best practices.
- Consistency: Ensure uniform service quality and adherence to policies.
- Conflict Resolution: Handle disagreements constructively and focus on solutions.
6. Customer Relationships
- Treat customers as business partners:
- Understand their needs.
- Build trust and loyalty for mutual growth.
MCQ
What does being on time in a work environment signify?
a) Avoiding work responsibilities
b) Respect for everyone’s schedule
c) Showing seniority over others
d) Indifference to workplace culture
Answer: b) Respect for everyone’s schedule
Which of the following is an example of respecting shared spaces?
a) Leaving items in shared spaces for others to organize
b) Not labeling files in shared virtual drives
c) Cleaning up after using the office lounge or kitchen
d) Allowing others to organize your desk
Answer: c) Cleaning up after using the office lounge or kitchen
Emotional intelligence helps in:
a) Avoiding team discussions
b) Handling workplace challenges effectively
c) Being less empathetic
d) Ignoring personal emotions
Answer: b) Handling workplace challenges effectively
Which of these is NOT recommended for professional grooming?
a) Subtle makeup
b) Overpowering perfumes
c) Polished shoes
d) Well-trimmed nails
Answer: b) Overpowering perfumes
Why is maintaining personal hygiene essential in a banking environment?
a) It helps attract customers.
b) It ensures compliance with office policies.
c) It reflects professionalism and builds customer trust.
d) It saves time during customer interactions.
Answer: c) It reflects professionalism and builds customer trust.
Which of the following is a key aspect of effective written communication?
a) Using slang to connect with customers
b) Avoiding subject lines in emails
c) Proofreading all written work
d) Writing lengthy and detailed emails
Answer: c) Proofreading all written work
What is the importance of non-verbal communication in customer interactions?
a) It allows the use of gestures to intimidate customers.
b) It helps convey attentiveness and professionalism.
c) It avoids the need for verbal explanation.
d) It eliminates the need for written communication.
Answer: b) It helps convey attentiveness and professionalism.
What is the recommended action when expecting an urgent call during a meeting?
a) Take the call immediately.
b) Leave the meeting without explanation.
c) Inform others in advance about the urgency.
d) Ignore the call until the meeting ends.
Answer: c) Inform others in advance about the urgency
Which of the following should be avoided in digital communication?
a) Professional email signatures
b) Proper grammar and spelling
c) Overuse of emojis and informal abbreviations
d) Timely responses to emails
Answer: c) Overuse of emojis and informal abbreviations
What is the primary benefit of teamwork in a banking environment?
a) Completing tasks individually without supervision
b) Pooling knowledge for innovative problem-solving
c) Avoiding collaboration with colleagues
d) Delegating all work to one team member
Answer: b) Pooling knowledge for innovative problem-solving
How does teamwork improve customer service?
a) By reducing customer interactions
b) By ensuring seamless service delivery across departments
c) By focusing on only one aspect of customer needs
d) By limiting communication between team members
Answer: b) By ensuring seamless service delivery across departments