Online Curation: Lesson Content

Graded Tasks
Lesson # & Title Focused Area(s) Lesson Objectives
(%)
LESSON 3 • Social Protocol: the etiquette Understand various conventions and
Social Protocol of diplomacy, rules on how norms of social behavior that are
and Etiquette in an activity should be considered accepted codes of
Communication performed conduct with respect to interpersonal
• Etiquette: proper behaviour communication.
with respect to
communication

Why This Lesson

In this lesson, we are going to investigate the proper behaviour with respect to communication and the rules to
it.

Social Protocol

In communication, social protocol is a set of rules and behavioural patterns which are important in achieving the
effectiveness of communication itself.

In other definitions/functions:
➢ Mediates interactions between humans.
➢ The standards of polite behaviour
➢ The standards for appropriate application of Internet Technology
➢ The norms that facilitate us to express social capabilities
➢ Part of our social intelligence that helps us create successful groups and communities

Grooming

Grooming, as in the meaning itself, is what we do to make our appearance clean and neat.

Grooming is crucial for a positive sense of self and to encourage and support oneself in maintaining a presentable
and appealing appearance.

Fundamentals of Grooming
• Personal grooming practises include things like bathing, clothing, putting on makeup, and taking care of
one's teeth and skin
• Personal grooming is important:
o Boost your confidence and help you attain a more positive attitude.
o Respectable
o Helps you become more approachable
o Enhances your personality
o Increases productivity
• Group/Organization Level
o Any employees who execute good personal grooming will definitely lead to a better
group/organization grooming
o There could be cases in which organizations require their employees to wear certain attire

© UNITAR International University 1 Prepared by: Ron Teo Yeong Chin

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What are the Perceptions from Groomed appearance of Professionals?

• Professionalism
• Respect
• Intelligence
• Level of Complexity
• Credibility or Trustworthiness

Verbal and Non-Verbal Communication

Verbal communication is undoubtedly a great tool in your communication toolkit because it is arguably the most
obvious and known kind of communication. Simply put, verbal communication is the exchange of information
between two people using spoken language.

4 Principles of Verbal Communication

• Language and Culture Influence One Another
• Language Has Subjective Meanings
• The Use of Language Is Regulated
• Punctuation Shapes Meaning

Guidelines to improve Verbal Communication

1. Engage in Dual Perspective

➢ Effective interpersonal communication is a partnership between people rather than a single act.
We should speak with awareness of others and their points of view.

2. Own Your Feelings and Thoughts

➢ We should take responsibility of our own feelings and thoughts during a communication
➢ Instead of blaming others (You language), we should be looking at ourselves (I language)
You Language I Language

“You make me nervous on the job.” “When you watch me work, I feel nervous.”

“You hurt me.” “I feel hurt when you ignore what I say.”

3. Respect the Feelings and Thoughts of Others

➢ Effective interpersonal communication is based on respecting what others have to say about how
they feel and what they think. When we allow ourselves to be open to ideas, emotions, and
viewpoints that are different from our own, we also develop. Ask others to elaborate if you don't
comprehend what they are saying. This demonstrates your curiosity and your regard for their
knowledge or experience. People can understand one another better if they ask others to
elaborate on, clarify, or otherwise explain their communication.

4. Aim for Clarity and Accuracy

➢ Be aware of the levels of abstract language to reduce misunderstanding.

© UNITAR International University 2 Prepared by: Ron Teo Yeong Chin

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➢ Filter general statements before making them an absolute one so that it does not mislead us into
improper assumptions.

Non-verbal communication is all forms of communication besides verbal or words. It involves our verbal delivery,
which includes our inflection, pauses, tone, volume, and accent, in addition to our gestures and body language.
Nonverbal communication also includes aspects of settings that influence interaction, as well as physical
attributes like clothing and jewellery.

In daily life, people use nonverbal communication to communicate 65% of the time and vocal communication
35% of the time.

4 Principles of Non-verbal Communication

• Nonverbal Expression Replaces or Supplements Verbal Communication
• Interactions May Be Regulated by Nonverbal Communication
• A lot of relationship-level meanings are established through Nonverbal Communication
• Cultural Values are Reflected and Expressed through Nonverbal Communication

Guidelines to improve Non-verbal Communication

1. Keep an eye on your nonverbal behaviour

➢ Keeping eye contact with your listeners
➢ Be aware of your body language
➢ Using expressions and gestures

2. Interpret Others’ Nonverbal Communication Tentatively

➢ Non-verbal behavours are ambiguous and personal. Hence we should not assume that we can
interpret them precisely.

© UNITAR International University 3 Prepared by: Ron Teo Yeong Chin

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Effective Communication:
 two way
 involves active listening
 reflects the responsibility of speaker and listener
 employs feedback
 is stress-free
 is clear

Professional Etiquette

Etiquette is the accepted protocol for behaviour in a given social group, profession, or another group. The
fundamental goal of having proper etiquette is to create a positive image of ourselves. There are etiquettes that
we should implement so that we could make communication more effective and meaningful.

The word "etiquette" is derived from the French word "ticket," and on ceremonial or other important events, visitors
would get a "ticket" with instructions outlining what they were expected to do. As a result, the ticket lists the
socially acceptable behaviour that we should behave in an interaction. In a professional context, this includes
acting in clients' and colleagues' best interests.

Etiquettes include Behaviour such as:

• A positive attitude
• Use a firm handshake
• Maintain good eye contact
• Appropriate introductions – addressing someone by their title
• Stand up during introduction (when you introduce or are being introduced)
• Show common respect and consideration

Let’s look at some behaviours or basic etiquette in the following contexts:

Office Etiquette
• E-mail Etiquette
o Do not write in CAPITALS
o Do not overuse reply to all
o Do not forward chain letters
o Questions should be answered
o Do not attach unnecessary files
o Don't ever forward any junk mail
o Read the email before you send
o Be concise and straight to the point
o Do not overuse the high-priority option
o Never use email to discuss confidential issues
o Use meaningful subjects avoiding URGENT or IMPORTANT
o Use proper spelling, grammar and punctuation where needed

© UNITAR International University 4 Prepared by: Ron Teo Yeong Chin

Online Curation: Lesson Content

• Telephone Etiquette
o Pre-call preparation
▪ Have a positive attitude even though you are not seen physically
▪ Organize/arrange your working space/desk
o Answering calls
▪ Identify yourself and the company you are working for
▪ Take messages accurately
o Holding and Transferring calls
▪ Seek permission from the caller
▪ Specify the duration (please hold on for 5 minutes)
▪ Transfer calls: explain why it is needed
▪ Get back to the customer/caller in the committed time frame
o Ending calls
▪ Summarize what has been discussed
▪ Provide further assistance (if needed)
▪ Have a positive note when ending the call
▪ Have a pleasing tone and be well-mannered

• Handling Complaints
o Listen carefully to what is being said
o Be empathetic
o Agree as often as possible
o Remain calm and courteous. DO NOT ARGUE!
o Do not interrupt
o Do not blame others
o Clarify things
o Avoid unrealistic promises
o Apologize
o Act fast
o Follow up

• Work Etiquette
o Do not use office supplies for personal use
o Avoid swear words
o Avoid emotional outbursts
o Groom yourself in a dedicated space, not in the public
o Respect others’ cubicle/office space

- end of lesson content –

© UNITAR International University 5 Prepared by: Ron Teo Yeong Chin