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8/30/2012 GROUP 10

GROUP 10:

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Contents
Business Etiquette...................................................................................................... 2 Introduction ............................................................................................................. 2 Definition of Business Etiquette .............................................................................. 2 Significance ............................................................................................................ 2 Effects..................................................................................................................... 2 Dimensions of Business Etiquette .......................................................................... 3 Social Etiquette in Business ....................................................................................... 3 History of Business Social Etiquette ....................................................................... 3 Appropriate Boundaries .......................................................................................... 3 At-Work Functions .................................................................................................. 4 After-Hours Functions ............................................................................................. 4 Social Norms in Foreign Countries ......................................................................... 4 Social Etiquettes classification ................................................................................ 4 Illustration: Piyush Pandey ........................................................................................ 5 Communication Etiquette ........................................................................................... 5 What is communication? ......................................................................................... 5 Good Communication Skills .................................................................................... 6 Determining the Right Tone for your Email Message ............................................. 6 Phone Etiquette .......................................................................................................... 7 The Business E-mail Etiquette Basics .................................................................... 8 Formatting Emails: .................................................................................................. 9
SUBJECT: Resignation Letter from Tata Consultancy Services

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Benefits of following etiquettes ................................................................................. 11 Conclusion ............................................................................................................... 11

Business Etiquette
If your actions inspire others to dream more, learn more, do more and become more, you are a

leader. John Quincy Adams, U.S. President

Introduction
Imagine a world without manners, without rules and without disciplines. The very thought is scary because without rules, we again become a part of the primordial humans- directionless and awry. This is where the concept of etiquettes come into existence. Etiquette is defined as the forms, manners and ceremonies established by convention as acceptable or required in social relations, in a profession, or in official life. So, here we are-Modern humans, completely organized, polished and very sure how to behave in the social and official setup. With the inception of the corporate world of the modern era, the idea of etiquette has become even more relevant. There is a general protocol which has been established under the banner etiquette and people are expected to abide by this protocol in order to be successful and climb the corporate hierarchy confidently. A good point to remember in business etiquette is everyone should be treated with equal courtesy and respect. Times have changed and some of the old standards no longer apply. Administrative assistants or office support staff are important people and should never be taken for granted. Treat them courteously in all your transactions. Treat people the way you wish to be treated. Gender no longer needs to be the deciding factor in everyday events. Business etiquette should be a give and take, to help each other when help is needed and have consideration for others. Good manners and business etiquette have always been based on common sense and thoughtfulness.

Definition of Business Etiquette


Etiquette is a set of rules that need to be applied to social situations, professional workplaces and relationships. In the business world, good business etiquette means that one acts professionally and exercise proper manners when engaging with others in your profession. One must not behave in a casual manner but remain professional. Good business etiquette is a valuable skill-set that will make you stand out from others, enhance your chances at success.

Significance
In business, the relationships one builds are critical; those with ones clients, superiors and ones own team. Establishing good rapport is significant if you want to progress your professional future, take on new clients, impress your boss or close that final sale. The way to build positive relationships in the business world is by exercising good etiquette, specifically by exhibiting top-notch communication skills. The way a business person conducts himself defines the pace with which he climbs up the professional career ladder.

Effects
Good business etiquette helps advance a persons career. In the business world, people with good etiquette are rewarded for their professional skills. For example, an employee who arrives at a meeting on time (or early) and is ready to take notes has a better chance of impressing his supervisor

than the employee who shows up to the meeting late, and forgets to bring a pen. Those who exemplify good business etiquette are proving that they respect their position, job, co-workers and take their performance seriously. These individuals win promotions and get ahead in their careers.

Dimensions of Business Etiquette


The major aspects of Business Etiquette that have been covered in this paper are: Social Etiquette Phone Etiquette Communication Etiquette Email Etiquette

The aforementioned parts are equally significant for a good professional. We have attempted to capture each of them by giving a distinct illustration for each so as to depict the practical implications.

Social Etiquette in Business


Good manners will open doors that the best education cannot
-Clarence Thomas (Associate Justice of the Supreme Court of the United States)

Business social etiquette is as important as business skills in getting ahead in a career. If we have to travel to client location whether its in US, UK or China for a business meeting/ deal, we might need to have a business meal there. So, to make the meeting or deal a success we should know some standards of behaviour expected from us. These standards are the behaviour that is being followed in the respective country and company, so following these standards give makes the other party more comfortable. Hence, Social Etiquette refers to standards that govern socially acceptable behaviour in a given situation. Any business related social interactions i.e. away from work also require social etiquettes.

History of Business Social Etiquette


In 1922, Emily Post was just as concerned with business etiquette as she was with etiquette regarding personal situations. So the social etiquette plays an important role: If we have to entertain international clients at dinner How we should behave with co-workers at company picnic

Appropriate Boundaries
Although the new millennium has seen a relaxing of general social interactions, it is important to know what is appropriate in business social situations and what is not. The behaviour expected from an individual varies from company to company. Some businesses are more formal than others and

hence they require more formality in the workplace as well as at company social events. The business hierarchy should always be instilled in our mind and we should respect its norms at all times. In a given social situation, we should refrain ourselves from asking anything from our seniors or bosses unless we know him well, especially the personal questions. In the same situation, a peer can be asked any questions in friendly way but keeping in mind it should not interfere in ones personal space where they are hesitant to reply.

At-Work Functions
Some at-work social functions includes celebrating a co-worker's birthday or lunch with the team to mark the end of a successful project. Our behaviour can be more informal on these occasions. This is a time to be a bit relaxed and enjoy the company of our co-workers. However, it does not give us the liberty to crack off-colour jokes, overeat or demean anyone in the group. We should behave in a business-like manner.

After-Hours Functions
After-hours functions include the company holiday party, company picnics, and company-sponsored trips to the ballgame or dinner with clients. Here our behaviour can change somewhat depending on the locale. There should be some social behaviour consistent across these kinds of functions: This function does not give us the liberty to overdrink. Informal Dress are allowed as well as expected but we should always keep in mind the situation and type of people coming to the function and how this can impact the impression of others on us. Interactions with co- workers should be done keeping in mind that we should be remembered for our social graces later on.

Social Norms in Foreign Countries


Before doing business in a foreign country, we should the learn the culture first before doing the business. Some aspects of a culture vary: The time of dinner The type or way of greeting and handshake Knowing key phrases used in the hosts' native language gives us advantage The behaviours like touching someone other than handshake, etc. that are not interpreted similarly should be avoided

Social Etiquettes classification


Social etiquette rules should always be followed irrespective of the situation 1) Introduction style This includes when we are speaking with someone and someone new approaches, we should always make and introduction. Also when we are introducing someone we should always try to introduce the other person by providing a piece of information about the person so that it helps in conversation 2) Proper dining etiquettes for lunch & dinner Some dining etiquettes include - for the first course of the meal, we should use the utensils on the outside. Use of napkin, should be to refold in half and place in onto your lap with the fold away from us. Proper placing of the silverware, after the meal course. 3) Behaviour in business parties Especially in parties where drinks are allowed, special care should be taken to keep oneself in limit and socialize well. Some behavioural factors include, in an informal business party- do not pick at your teeth, at your face, your nose, on your friends.

Figure illustrating dining usage of silverware

Illustration: Piyush Pandey


Piyush Pandey has been named the most influential man in Indian advertising eight years in a row by The Economic Times, India's premier business paper. Under his leadership, O&M India has won twenty-seven Lions. In 2004, Piyush became the first Asian to be the president of the Cannes jury. He is the only Indian to have won three Grand Prizes at the London International Advertising Awards. He has been appreciated for his social etiquettes in the formal business as well as informal business meetings. He shut up to his mobile every time it rings during business lunch, but makes an exception only once. In the parties he is very cautious of not being getting drunk. He also ensures proper social behaviour at all informal occasions

Communication Etiquette
Nothing is less important than which fork you use. Etiquette is the science of living. It embraces everything. It is ethics. It is honor. - Emily Post Author of New Emily Post's Etiquette.

What is communication?
Communication is the exchange of thoughts, messages, or information, as by speech, visuals, signals, writing, or behaviour Proper communication at workplace is crucial aspect. Businesses thrive and prosper with proper communication internally among employees and externally with customers or clients. Constant and active communication creates understanding among individuals and strengthens work relationships.

As modern technology starts to dominate the manner of communicating in the workplace, interaction has become more sophisticated and becomes broader in coverage. At any rate though, working individuals should demonstrate proper etiquette in communicating regardless of the means or medium used to communicate. Workers in any job setting need to improve their oral communication skills. Empathy among workers affects how well each person communicates. Participants will learn that what they say is very important in being able to work effectively with others in the workplace or classroom. This will help productivity in the workplace or classroom and help the participants move closer to resolving conflict with others.

Good Communication Skills


Acknowledge others communicating with you verbally and non-verbally. Rephrase thoughts. It is often good to rephrase and repeat what is being said to you back to those who are speaking. This insures not only that you understood what they said but more importantly what they meant. Give examples. Using examples or personal experiences is a helpful way to communicate your ideas. Use good diction. Speaking clearly and distinctly is extremely important. People may miss your point if you are hard to understand. Maintain a positive attitude. You can communicate with a positive attitude whenever you speak. People will be more interested in what you say if you are using a positive sentence structure too. Listen actively. Listening is the key in developing any type of relationship. Interpret. Read between the lines of what is being said. Some people have a hard time expressing themselves. You can help them by trying to interpret what they mean. Share. Sharing your ideas is a personal effort to relate to others. Build trust. You need to build a bond of trust between you and the others in the conversation. Make them feel more at ease and they will be more likely to exchange ideas. Make a connection. True communication requires a connection between the parties to a conversation. Try to build a connection. Find a common ground or common interest to open the way to a good conversation.

Determining the Right Tone for your Email Message


Email messaging is the most commonly used medium of communication in almost all kinds of businesses. Although email can be generally informal, it is important to set the right tone for your reader. Before composing your email, consider who the recipient is. Are you addressing the email to your boss or anyone in the higher management, your fellow colleagues, or to business clients. In order to use the right tone for the recipient, imagine how it is when you are in a face-to-face conversation with the person. The way you talk to your teammate is probably not the same way you talk to a customer or your manager. With this, you can determine the right tone and level of formality for your email. The way you speak to your reader in an email reflects on the level of courtesy and professionalism you manifest through the choice of words and level of language used. An email correspondence in the workplace can vary from formal to conversational to friendly. In setting a formal tone, the email must start with Dear or similar salutations and the name of the person with the appropriate title. The language to be used must be formal and respectful. Avoid the use of contractions in your sentences. Make use of a complimentary close such as Sincerely and Yours truly, then indicate your signature containing your name, job title, company name, and contact details.

An email message that is conversational starts with an informal greeting like Hi or Hello then the name of the recipient. The tone can be friendly but professional. Some contractions are fine like Im for I am. A brief and friendly closing indicating first name in the signature will do. A casual and friendly email that we usually address to fellow work mates is similar to that of sending emails to friends. You may use jargons and slang but these words should not be considered professional, and therefore, not used when emailing a person who is regarded with much importance. In closing it, first name basis will be fine.

Phone Etiquette
Telephone Etiquette is defined as the set of skills and attitudes used while answering the phone that allows one to sound alert, interested and concerned. In todays world, every business professional engages in telephonic conversations numerous times each day. The calls may be with ones clients, superiors, subordinates, external contacts, etc. This makes it imperative for one to develop appreciable phone etiquette in this era of communication. The following must be taken care of by a professional while answering a business call. 1. Answer Promptly: It is a good practice to answer the phone by the third ring. Letting the telephone ring for too long is not professional, and would also disturb ones neighbors. 2. Choose your words: One is expected to be polite in a business phone conversation. Words like Please and Thank you must graciously be a part of the conversation. Be sensitive to the recipients disposition in order to maintain a friendly conversational environment. 3. Smile: One must always remember to smile while on a call. Though the smile cannot be seen by the recipient, it is reflected in the tone of voice. A smiling tone is more welcoming than a calm and monotonous voice. 4. Tone and voice: Articulate clearly and speak distinctly. It is desirable to maintain an alert, respectful and a friendly tone. Avoid being overtly chirpy, maintain a natural tone. Voice, volume and speed must be controlled. The phone must be kept two finger-widths away from the mouth to avoid blowing into the phone. 5. Listen: Apart from maintaining decorum while speaking, it is important to be a good listener on the phone. The other person must not be interrupted while he is speaking. It is also a good idea to paraphrase when necessary in order to maintain clarity.

1. Greeting and Introduction: A friendly greeting using the time of the day, such as Good
Morning, followed by ones name is advisable instead of a simple hello. Greeting is the key which sets the tone and style of the whole interaction. 2. Building Rapport: The person must be addressed by his second name or by Sir/Maam in case of a very formal situation, such as while addressing ones superiors. Else, the first name would do for extending a feeling of warmth. Nicknames must be avoided at all times. Exchange of pleasantries is encouraged. 3. Exchanging information: A business call is ideally not a very lengthy one. One must refrain from being verbose. Information must be exchanged in a very simple language and avoid use of jargon. The content must be properly structured such that the listener doesnt get confused. 4. Closing the call: This part requires one to summarize the call by summing up the important points discussed. The course of action that one will be doing needs to be shared with the recipient, along with a plan for the follow-up actions. Ending the call with some small talk to maintain the rapport is a good way to end the call.

Illustration:
Name: Mr. Venkateshwar Rao Designation: Senior Consultant, Infosys Hyderabad E-mail: venkateshwar_rao@infosys.com Prior to joining IMI, I was working with Infosys, Hyderabad for two years as a Software Engineer. One person that I revere, as do many others, for his behavior at the workplace is my Team Leader: Mr. Venkateshwar Rao, a Senior Consultant. I shared my cubicle with him along with two other team mates. The part of his demeanor was the manner in which he handled his phone calls in the office. Mr.Raos office desk had a VOIP phone, an extension line and he had his personal mobile phone. My other cubicle mates sometimes ended up disturbing the entire floor with their cellphones ringing loudly while they were busy taking calls on the VOIP. However, I cannot recall even a single occasion where Mr.Rao let his phone ring for longer than fifteen seconds, no matter how pre-occupied he was. If he was engaged in some other work when he got a call, hed very politely convey the same to the caller by saying Im sorry but I wont be able to talk at the moment. I shall call you back as soon as Im finished here. Bye. and hang up. Mr. Rao was well known amongst our long-term clients in for his warmth. I always wondered how he managed to do that because he was here in India while the clients were in Africa; the only modes of communication he had with them was via telephone or email. I then decided to observe the way he spoke on the phone, and the following were my observations. Our work demanded us to dedicate at least twelve working hours each day. In spite of that, it was surprising how upbeat hed sound over a client call even at the end of a long day. Also, I noticed that over time, he built a very good rapport with the client merely by making small talk at the beginning and end of each call. His information exchange talk, however, was always crisp and simply structured. He received several appreciations from the client for his professionalism and the way he dealt with them.

Email Etiquettes
There are four ways, and only four ways, in which we have contact with the world. We are evaluated and classified by these four contacts: what we do, how we look, what we say, and how we say it Dale Carnegie (1888-1955) American Educator When it comes to your business e-mail communications, you need to make an impression that can lend to the determination that you are a credible professional enterprise and someone that will be easy and a pleasure to do business with. You only have one chance to make that first impression which will be invaluable to building trust and confidence.

The Business E-mail Etiquette Basics


Below are the key Business Email Etiquette issues that need to be considered with every commercial e-mail sent.

Professional Behavior on the Job: Know that how you use your e-mail, company e-mail
address and employers technology is a serious issue! Sending non-business related e-mails, jokes, forwards or chain letters on company time to friends or coworkers reflects on your lack of professionalism.

SUBJECT: field is the window into your e-mail and can many times determine even if your e-mail will be opened. If this is an initial contact with a customer based on their request through your site or otherwise, be sure to have a short SUBJECT: that indicates clearly what the topic of the email is. Reply to All: Use this button with discretion! You need to carefully think about whether all really need to be aware of your reply to conduct business. Attachments: By sending large attachments you can annoy customers and even bring down their email system. Wherever possible try to compress attachments and only send attachments when they are productive. Moreover, you need to have a good virus scanner in place since your customers will not be very happy if you send them documents full of viruses!. Common Courtesy: Hello, Hi, Good Day, Thank You, Sincerely, Best Regards. All these introductions and sign offs are a staple of professional business communications. Signature files: Keep your signature files to no more than 5-6 lines to avoid being viewed as egocentric. Limit your signature to your name, Web site link, company name, and slogan/offer or phone number. Be concise and to the point: Do not make an e-mail longer than it needs to be. Remember that reading an e-mail is harder than reading printed communications and a long e-mail can be very discouraging to read. Add disclaimers to your emails: It is important to add disclaimers to your internal and external mails, since this can help protect your company from liability. Avoid long sentences: Try to keep your sentences to a maximum of 15-20 words. Email is meant to be a quick medium and requires a different kind of writing than letters. Also take care not to send emails that are too long. If a person receives an email that looks like a dissertation, chances are that they will not even attempt to read it! Keep your language gender neutral: Apart from using he/she, you can also use the neutral gender.

Formatting Emails:
Do not type in all caps Do not use patterned backgrounds Stay away from fancy fonts Use emoticons sparingly to ensure your tone Refrain from using multiple font colors Spell check Use proper spelling, grammar & punctuation Write in short paragraphs

How do you enforce email etiquette? The first step is to create a written email policy. This email policy should include all the do's and don'ts concerning the use of the company's email system and should be distributed amongst all employees. Secondly, employees must be trained to fully understand the importance of email etiquette. Finally, implementation of the rules can be monitored by using email management software and email response tools.

Illustration: Resignation Mail


SUBJECT: Resignation Letter from Tata Consultancy Services Dear Smriti, I write this mail to tender my official resignation from Tata Consultancy Services, as Assistant Systems Engineer, effective from 14th May 2012. I do this with a quintessential feeling of regret which is bound to come on leaving a wonderful organization as Tata Consultancy Services and also with a feeling of joy, borne out of taking a new career path in pursuing higher education, i.e., MBA for the next two years. My association with Tata Consultancy Services since 20 September 2010 has been a great learning experience and I am grateful to the entire organization and its esteemed associates for their unrelenting support and understanding extended to me. I do affirm of providing all possible assistance in my capacity to ensure a smooth knowledge transition, in keeping with the high standards of Tata Consultancy Services. This is to request you to kindly initiate the exit process so that I might be relieved on 22nd June 2012 ( as my Last Working Day ). I, hereby, inform you that I am still in the bond period of 24 months. Since I am leaving the company for higher education and will complete 21 months working with Tata Consultancy Services on 20 June 2012, I kindly request you to waive my bond amount, if possible. I will truly appreciate the support provided to me during my tenure with the company. I would like to thank one and all who have been a part of my Tata Consultancy Services work life and would like to extend my heartfelt greetings to them. Kindly let me know the procedure and details to withdraw my Provident Fund. Thanks & Regards Varun Garg
th th

Email Etiquettes that were followed: i) A Proper Subject Line ii) Mailed to Project Manager/Account Manager and HR Managers iii) Signature consist of Contact Information as well iv) Avoid Long sentences v) Gave Proper reason for the resignation vi) Willing to support at any time vii) Written in short paragraphs

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Benefits of following etiquettes


1) 2) 3) 4) 5) 6) It provides professionals the tools to impress clients and colleagues. It puts everyone at ease so that business can be conducted. It helps to establish rapport with others more easily. It builds confidence and helps create a winning style. It gives the organization an overall polished, professional image. Possessing a high level of etiquette knowledge and skills builds confidence and instils the perception of trustworthiness in others.

Conclusion
Conformity is the flavour which separates us from uncivilized beings-Conforming to the rules, to the basic laws and to the general protocol set by the society. So, here is the importance of business etiquette- Manners which teach us how to behave formally in a social setup, how to impress people with our charisma because its not the content but the Packaging which creates a difference. The theme has covered the basics of business etiquettes by bifurcating it into 4 heads, each having its own unique relevance. Social etiquettes help us to gain acceptance in the society, Communication etiquettes form the backbone of the modern corporate era, Phone etiquettes form a strong tool as phone is the most widely used form of communication and Email etiquettes are required in the most important mode of formal communication(E-mail). With the help of this theme paper, we have explored these etiquettes in depth. It has been an erudite journey from start to the end for our group.

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