HOW TO DEVELOP GOOD HUMAN

RELATIONS AT WORK
Greet people warmly

Co-workers, customers, visitors all appreciate a

personal getting before getting down to business.

A cheerful good morning or good afternoon is a

welcome gesture of your friendly disposition.
Deal with others tactfully

Tact is defined by Webster as rice discernment of

what is appropriate to do or say in dealing with
others without giving offense.

Tact is based on common sense. Just put yourself in

other fellows place, whatever irritates you will
probably irritate him.
Use persuasion instead of argument

It is a better to urge than to argue.

To persuade is to appeal not to threat. By threats, you make someone
do unwillingly what you want him to do, but make persuasion you make
him do it of his own free will.
Recognize Authority
It is important to be able to recognize the various shade of authority and
to know just who is supposed to give you orders.

When you are beginner, almost anyone and everyone may give you
instructions. The manner with which you accept instructions, corrections,
and even criticism may be a determining factor in your progress.

An office worker who assumes a sullen attitude when she is told to do

something gets no satisfaction from her action and she endangers her
own position.

An employee who is afraid to consult her own boss for advice when
someone else gives her an assignment will not only be imposed upon by
everyone but will also be unable to give her own superior adequate
attention

Respect all authority

Be friendly but not too personal
A genuine friendship In the office contributes a pleasant atmosphere
and harmonious working condition

Be considerate of other peoples feeling

Dont bore or embarrass others with long recitals of your personal

troubles and achievements.

Avoid serious personal relationship with your boss especially if he is

married man. You will be creating a lot of trouble at the end. This kind
of relationship does not usually lasts long.
Use names and titles appropriately

When dealing with persons with the same age and rank within the
department, the informal manner of addressing each other by their
first name is acceptable.

Superiors in the office and people outside the company should be

addressed as Ms., Mrs., Sir, or Maam.

Find out your companys preferences about names and tiles and
guide yourself accordingly.
Deserving of respect

In order for other people to respect you, be the first one to show
respect for yourself in your behavior, manner of dressing, manner of
talking and in dealing with people.
Be thoughtful

Say please, thank you, when necessary. These words are examples
of little touches of courtesy and high regard for others.

Little things means a lot. You may send unexpected anniversary cards,
birthday cards or greetings, and timely message or sympathy , better
still greet them personally.

A helping hand or a thoughtful gestures shows, far more effective than

words, that you are a considerate person.
Help new employees

Remember you were once as a new employee yourself, so take time

to welcome and help new employees.
Be a team player

Assist in every way you can attain the objectives of your company.

Do your best in everything you do

Do your full share: be cooperative at all times.

Recognize the importance of others

Practice the golden rule: Do not do unto others what you would not
like others do unto you.

Practice office etiquette

HOW TO HANDLE AN ANGRY COMPLAINANT
Stop Talking!

You cannot listen if you are talking

Put the talker at ease

Help him feel that he is free to talk. This

is often done by offering him a seat,
allowing him to rest or cool off for a
moment.
Show him that you want to listen

Look and act interested. Do not read your mail while he talks. Listen
to understand rather than oppose.

Remove distractions

Dont doodle, tap, or shuffle papers. Will it be quieter if you talk in a

private place?
Empathize with him

Try to put yourself in his place so that you can see his point of
view.

Be patient

Allow plenty of time. Do not interrupt him.

Hold your temper

An angry man gets the wrong meaning from words

Go easy on arguments and criticisms

This puts him on the defensive. He may get angry. Do not argue, even if
you win or you lose. You lost an important customer.
Ask questions

This encourages him and shows you are listening. It helps to develop
points further.

Stop Talking!

This is first and last, because all other commandments depend on it. You
just cant do a good listening job while you are talking.

Nature give man two ears but only one tongue, so that he listens more
than he talks.
TEN COMMANDMENTS OF HUMAN RELATIONS
Speak to people.

There is nothing as nice as a cheerful word of greeting

Smile at people.
It takes 65 muscles to frown: only 15 to smile

Call people by name.

The sweetest music to anyones ears is the sound of his own name.

Be friendly and helpful.

If you would have friends, be friendly.
Be cordial.
Speak and act as if everything you do were a genuine pleasure.

Be genuinely interested in people.

You can like everybody if you try.

Be generous with praise; cautious with criticism.

Be considerate with the feelings of others.
It will be appreciated

Be thoughtful of the opinion of others.

There are three sides to a controversy: yours; the other fellows and the
right one.

Be alert to give service.

What counts most in life is what we do for others.
EMPLOYER-EMPLOYEE RELATIONSHIP
An employee should be friendly but respectful of his employer.

Address your employer Mr. Mrs , Sir. Or MAAM . Avoid calling your
employer b his or her first name.

Avoid personal jokes or wise remarks. Your employer might resent it as

an affront to his dignity or position.
Look for your employers good points and understand his weaknesses.

Dont argue with your employer. You can check him nicely if there had
been some mistakes, but dont insist on your way. Always do the
correcting tactfully and in private.

The most important thing is to be loyal to your employer, Nothing but

praises for him should come from you, if you had nothing good to say,
either you leave the job or dont say anything bad.
Employees should treat their employers with respect and not with fear.

Employers are expected to treat their employees with respect,

courtesy and consideration. In order that an employer will respect his
employees, the employee should first show self-respect.

The employee should respect the chain of command. Know your

immediate superior. Do not by-pass authority. Tell your problems in the
office to the right person who can really help you solve your problems
related to your work.
Employees should always be willing to accept responsibilities. If you do
not know how to do the job, ask questions.

Always do your best in everything you do.

Always strive to improve on the job.

Be willing to admit your mistakes. But see to it that you also learn from
your mistakes.
When more works are assigned to you, do not complain. Always think
that your employer is assigning to you the job because he believe you
can do it better than the others.

Avoid serious personal relationships with marred people in your office.

This kind of relationship does not usually lasts long, and you become the
loser at the end.
HOW TO ACHIEVE HAPPINESS IN
DEALING WITH PEOPLE
 Real happiness can be ours only we have done something
worthwhile for ourselves and others. This can be done right here
on earth.

To achieve real happiness, all we have to do is wake up, open our

eyes, be pure in heart, be sincere in deeds, reach out, and give
ourselves wholeheartedly to everyone.

If we have done something good to others, we have done it to the

LORD. Thus we have gained perfect joy and happiness.
TELEPHONE COURTESY
HOW TO ACHIEVE A GOOD VOICE
VOICE QUALITY

The quality of your voice is dependent upon its rate, pitch, timbre or
resonance, and volume. Other essentials, in good voice production
are proper enunciation, articulation, and pronunciation.
RATE OF SPEED

This refers to the fastness or slowness of speed in talking.

If people do not easily understand you, it may be that you speak too
fast.
If people becomes bored and lose interest in listening to you, it may
be that you speak so slowly.
Your objective should be a normal rate of speech not too slow and
not too fast.

PITCH OR TONE

This refers to the highness or lowness of your voice.

The pitch of your voice is determined largely by how you breathe.
A womans voice is usually pitched higher than a mans voice.
Too high a voice tends to be squeaky and may irritate listeners ears.
3. TIMBRE OR RESONANCE

resonance is produced by vibration. You need to use your mouth,

throat, and chest in voice production.

4. VOLUME

The degree of loudness and softness of your voice.

If you speak so softly, the listeners may stain their ear to hear you.
If you speak so loudly, you may assault or irritate your listeners.
Neither extreme is desirable, nor is a deadly sameness of volume.
ENUNCIATION AND PRONUNCIATION

Enunciation is the process of articulating, or the combining of sounds

into syllable. A is clearly sounded as A T is clearly sounded as T
and so on.

The combining of syllable into words is called pronunciation.

To deliver each separate sound clearly requires the proper use of your
tongue, teeth, lips, and jaw.

Your enunciation may be faultless and your articulation clear, but you will
make a poor impression on your hearers if you pronounce words
incorrectly.

Learn to understand and follow the diacritical marks in your dictionary.

Listen and learn the correct pronunciation.

6. DICTION
Refers to the right choice of words.
HOW TO IMPROVE YOUR VOICE

VOICE EVALUATION (Identify the quality of voice involved)

1.Is each word spoken clearly and pronounced correctly?

2. Is my voice not too loud or not too soft and appropriate to the
occasion?

3. Is my voice pleasant, free from harshness not dull?

4. Is my voice at a pleasant level, not too high and not too low?

5. Does my voice has a cheerful sound?

Do I speak not too fast or not too slow?

7. Is every syllable I sound clear and understandable?

8. Do I sound each word correctly?

9. Is my language simple and appropriate?

10. Is my voice interesting and varied?

TELEPHONE TECHNIQUES

SEVEN STEPS IN HANDLING INCOMING CALLS

1. Answer telephone calls promptly on the first or second ring.

2. Always have the writing tool, like pad and ball pen, ready when
answering a business telephone.

3. Identify yourself courteously.

4. Screen the caller tactfully.

5.Offer to help the caller.

6. Terminate the call courteously.

7. Do not forget to accomplish the

message slip and forward it to the
person concerned for appropriate
action.
WAYS OF IDENTIFYING YOURSELF WHEN ANSWERING THE TELEPHONE

NAME OF THE COMPANY AND GREET THE CALLER

NCBA, Good afternoon

NAME OF THE COMPANY AND OFFER TO HELP.

NCBA, may I help you ?

Office of Atty. Miralles, Good afternoon

Clinic of Dr. Hipolito, may I help you?

IF THE CALL HAS BEEN REFERRED TO YOU BY THE TELEPHONE OPERATOR,

SAY:
Sales Department, may I help you?
HOW TO SCREEN THE CALLER

1. Complete name of the caller

2. Position of the caller

3. Company represented by the caller

4. Telephone numbers of the caller (for returning the

call)

5. Person the caller wants (get the complete name)

6. Purpose of the call (message of the caller)

IMPORTANT THINGS TO REMEMBER WHEN SCREENING CALLERS

1. A secretary new on job should first find out what people the boss
doesnt want to talk. The secretary should remember the persons the
boss will not talk with.

2. It would be helpful and would create goodwill if the secretary could

learn to recognize voices.

3. If the secretary doesnt recognize the voice, the callers should be ask
tactfully who he is and what he wants. The whos calling approach is
a poor way to start a conversation. It is better to ask: May I ask who is
calling? or May I tell Mrs. De Vera who is calling?

4. The callers affiliation and what he wants to talk about are necessary
information for the secretary to know whether to connect the call
handle the business without involving the employer, or transfer the call.
5. When a person reaches the wrong office, the secretary should quickly
transfer the call to someone who can be of help.

6. Get the callers name as early as in the conversation as you can

courteously do so. Knowing the callers name enables you to use it
during the reminder of conversation.
SOME PROBABLE HELP THAT YOU CAN OFFER TO THE CALLER

1.Take the message.

2. Advise the caller to call back.

3. Get the telephone number and offer to return the call. Always
keep promises about making returns calls. A forgotten return call may
mean a lost of customer.

4. Return the caller to someone .

HOW TO TERMINATE THE CALL COURTEOUSLY

When it is apparent that the caller has almost finished the

conversation, the secretary should follow the following procedures
when terminating a call.

1. Summarize any information that has been given. One might say
for example:
The meeting, then, will be at 8 oclock in the morning, on May
11 at the conference hall.

By summarizing, the secretary makes sure that the information

given has been taken down accurately.
2. Ask the caller if there are anything more he would say.

3. Thank the caller for calling, say: thanks for calling Mr. Ramos!

4. The courteous secretary waits for the caller to hang up first before
replacing the receiver.
JOBS TIPS TO INCREASE YOUR
EFFICIENCY ON THE TELEPHONE
1. If it is necessary for you to be away from your telephone, arrange
to have someone else to answer it.

2. Avoid personal calls during office hours.

3. Use the telephone instruments properly. It is courteous to speak

directly into the mouthpiece, holding it about half an inch from the
lips. It is never necessary to shout.
4. When you must interrupt a conversation to answer another
telephone or speak to another person, excuse yourself and state the
reason. For example, you may say: Will you excuse me for a moment,
please, the other phone is ringing.

5. If it is necessary to leave the telephone, during a conversation

explain the reason for leaving, state the approximately time you will be
gone, and give the caller a preference as to whether he wished to
wait or have you call back later.

6. When someone is waiting on the telephone, look in every minute

or so. When the call is finally completed. Say thank you for waiting.
7. The courtesy of face-to-face conversation, where the smile plays such
an important part can be expressed over the telephone only through
the cheerful tone and a careful choice of words.

8. State clearly what you mean; you know what you are saying, but
others may not.

9. Do not continue a conversation with someone in the office after you

have lifted the telephone.
10. Do not place the transmitter against your chest while speaking
someone in the office. The caller can still hear you. Sometimes
covering the transmitter with your hand is also inadequate to shut
aside comments .

11. If a telephone call to your employer seems to be of a personal

nature and you are in his office, leave the room quietly while he
converse .

12. Never monitor telephone conversation unless you are authorized

to do so.
13. When making a number of calls on a line serving several people, try
to space your call so that others may have a chance to use the
telephone.

14. Remove all foreign objects from the mouth when taking. Think of
the mouthpiece as a mold on which correct form must be given to
every sound.
15. Remember the ABC of telephone manners

A- always B-e C-courteous