In today’s multitasking world, many customer touch points are now transacted electronically though gadgets or the internet.
It is getting harder to differentiate without the human touch.
Hence, during the few interactions when customers interface with our representatives, it is good to practice etiquette and civility.
Etiquette is more than saying hello and following a script, but it is acknowledging and providing respect for everyone. When we do this authentically and genuinely, it is highly admired.
We always remember people who treat us well—and definitely those who do not.
We asked Miselle Bergonia, a certified image consultant of the London Image Institute, for some tips on how this can be applied in our daily work life.
Practice civility
Civility is treating people with respect, restraint and responsibility.
And remember, respect begets respect. Respect others so they respect you back.
When someone is being rude to you, do not respond with equal rudeness.
Practice restraint, respond with subtleness, and assert yourself calmly.
Finally, responsibility. Do not think it is the responsibility of others to be civil to you. It starts with you.
Understand your triggers
Understanding your triggers can help you control or minimize a bad habit.
Having a journal of your thoughts or even practicing
a daily reflection of what
went well and what didn’t go well or what made you angry
or disappointed is a good practice. When making a daily reflection, take note of what is going on in your emotions, your physical reaction, facial reaction, everything happening to you.
If it is positive, what is happening to you? If it is a negative reaction, note what is going on, as well.
Then once you’ve identified the reaction, identify what made you react this way. Therefore, identify the trigger. This can also help you identify the habit.
Be mindful
The second phase of your reflection is to think of “what went wrong” that day and think, how would you react or respond when it happens again? What would you do to avoid it?
This is being mindful—on a daily basis, once you are consistently becoming aware of your physical, emotional and even facial reactions, you will be able to identify the trigger and respond in a manner that you’ve reflected upon. Thereby practice being mindful.
Remember that being civilized and practicing good etiquette can even distinguish you from your competitors—a key differentiator that could set your business apart.
Armed with experience in the corporate arena, Bergonia will facilitate a workshop titled “Professional Image and Presence: Civility and Etiquette in the Modern Business Setting” on March 26, 2019, at the Inquirer Academy.
It is designed to help
professionals identify ways that civility and etiquette
can impact overall executive presence.
The workshop is ideal for professionals across all departments, from the functional level of junior executives to more senior managers.
There will also be a workshop on “Developing an Attitude of Professionalism: Values and Attitudes for Success” on April 12, 2019.
The workshop aims to develop participants from the “inside-out” by creating a secure inner self so that the outer projection becomes a reflection of the values he will embrace, such as responsibility, accountability, integrity and excellence.
The Inquirer Academy is at 4168 Don Chino Roces Ave. corner Ponte St., Makati City.
For more information about the workshop or if you would like to add your input on the article, you may email ask@inquireracademy.com, call (632) 834-1557 or 771-2715 and look for Jerald Miguel or Karl Paz, or visit the website at www.inquireracademy.com.