Business Etiquette

QUIZ TIME
Question 1
In the business arena:

a) Only men should stand for handshaking and all

introductions

b) Only women should stand for handshaking and all

introductions

c) It is not necessary for men or women to stand for

handshaking and all introductions

d) Both men and women should stand for handshaking

and all introductions
Question 2

For easy reading, one’s name badge should be worn:

a) On the left shoulder

b) On the right shoulder

c) On the left hip

d) Around one’s neck

Question 3
The best way to meet people at a business or
social function is to:

a) Head for the bar or buffet immediately upon arrival

b) Introduce yourself to two people who are standing

close and talking softly

c) Look confident, standing in the center of the room, and

wait for someone to approach you

d) Introduce yourself to a person standing alone

e) Stick close to those you know very well and forget

about the rest
Question 4
When making a business introduction,
you should :

a) Wing it

b) Introduce the less important/junior person to the more

important/senior person

c) Introduce the more important/senior person to the less

important/senior person

d) Don’t do anything. It is their responsibility to introduce

themselves.
Question 5
When expressing thanks to someone who has
given you a gift, you:

a) Send an email because it is faster and more efficient

b) Send a handwritten note within 48 hours

c) Pick up the phone and call within 72 hours

d) Consider a verbal thank you sufficient

 Question 6

When you are dining with someone important and your cell phone rings,
you:

a) Answer it within two rings and keep the call brief

b) Ignore it and pretend that someone else’s phone is ringing

c) Apologize and turn the phone on silent mode. The person you’re
with takes priority.

d) Apologize, step away from the table, and take the call in the lobby
or restroom.
Question 7

When two business people communicate, how far apart

should they stand?

a) 1.5 feet

b) 3 feet

c) 7 feet
Question 8

It is acceptable to tell a business colleague that

his/her zipper is unzipped.

a) True

b) False
Question 9

When answering a business phone, always answer

a) With a simple hello. It sounds more approachable and

less pretentious.

b) With your name

c) With your name, department, title, and a greeting

Question 10

When you reach a doorway at the same time as

another person, the following rules apply:

a) Whoever arrives first should open it and hold it for

those who are following

b) Men should always open doors for women

c) Women should open doors for men to prove that they

are no longer oppressed

d) Always open the door for someone of either sex if that

person has his or her hands full
Question 11

When exiting an elevator and a more senior person is toward

the back, always:

a) Step aside to let the more important person exit first

b) Exit first if you are closest to the door

Question 12
On “Casual Friday”, which item(s) of clothing
is (are) generally considered inappropriate?

a) Khaki slacks

b) Sweat pants

c) Baseball caps

d) Polo-type shirts

e) Loafers

f) Flip flops
Question 13
You have just heard a coworker in the cubicle next to
yours speak rudely to a client on the phone. You should:

a) Wait until the call is finished, then tell the person

that their behavior is unacceptable

b) Tell your boss

c) Respect your coworker’s privacy and refrain from

commenting
Question 14

You have exchanged a couple of angry emails with a coworker

who, in your opinion, is being unreasonable. It’s getting out of
hand. You should:

a) Stop the communication and let things cool off

b) Send one more blistering email, summarizing the

situation and how upset you are with that person’s
behavior, and :cc the recipient’s supervisor

c) Change the medium. Call the person on the telephone

or go sit down face to face.
Objectives of the session

• Create a dynamic self introduction with respect to proper

dress code and behaviour.
• Understand different types of etiquette.
• Explain different types of business etiquette.
• Demonstrate effective self introduction with exchange of
business cards and proper handshake.
• Successfully navigate the business deal on business dining
with proper dining etiquette.
• Understand do’s and don'ts of Telephone etiquette
• Apply the learnings in professional and corporate life
What is Etiquette?

“Etiquette is about being

comfortable around people and
making people comfortable
around you”
 Etiquette

• Etiquette is a French word which means “ticket”.

• In a professional sense, this includes behaviour towards

clients and colleagues which is in their best interest.
When I think of etiquette, I think of…
BUSINESS ETIQUETTE

21
WHAT IS BUSINESS ETIQUETTE?

A set of written or unwritten rules of conduct that facilitate interaction between

people at the work place by setting standards for appearance and behavior.
Different types of Etiquette

• Professional and Meeting etiquette

• Business Card Exchange etiquette
• Telephone etiquette
• Email etiquette
• Dresscode & Grooming
• Cubicle etiquette
• Dining etiquette
PROFESSIONAL & MEETING ETIQUETTE

• Business meeting

• Handshake

• Exchanging Cards

24
MEETING
ETIQUETTE

• Face the person you

are speaking with and
avoid turning your
body away.
• Don't interrupt the
speaker unless he/she
has encouraged
interaction throughout
the meeting.
• Don't talk during a
meeting with other
colleagues.
MEETING
ETIQUETTE

• When asking a
question, raise your
hand and wait your
turn
• Don't ask long
questions – Be as
concise as possible.
• Listen carefully - you
don't want to ask a
question that has
already been asked.
 MEETING ETIQUETTE

• Stay calm. Don't fidget or act distracted – even if you’re bored.

• Attend the entire meeting - unless it is absolutely necessary or
you have prior permission.
• In discussions allow more senior figures to contribute first.
• Be brief when speaking and make sure what you say is relevant
at an appropriate pace.
• Speak clearly at but not too loudly.
 MEETING ETIQUETTE

Before the Meeting

– Arrive early.
– Introduce new member to others.
– If you are the host, Stand near the door, acknowledge and
thank people for coming.
 MEETING ETIQUETTE

During the Meeting

– Express your ideas and points.
– Listen to others as well.
– Preview the agenda and set time frame, including the end
time.
– Encourage non-contributing and shy members.
 MEETING ETIQUETTE

After the Meeting

– Summarize upon the agreed Action.
– Thank and Acknowledge people for contribution and time.
– Minutes to the concerned people.

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INTRODUCING YOURSELF

• Confident Self Introducing.

• State Full name & Positions.
• Repeat Your Name if & when Necessary.
• On failing to recall someone’s name.
• How to Introduce other person.
 HANDSHAKE

The shaking of hands. It sounds simple enough: Two hands meet and greet and do
a little shake. Easy, right?
Not so fast.
 HANDSHAKE

Unfortunately, there are quite a few ways a handshake can go south.

From an overly moist hand to a bone-crushing grip, handshakes come in all shapes
and sizes — and only the best will hit the right note.
HANDSHAKE

Handshakes are especially important in Business, where you are constantly

meeting customers-new and existing.

Making a strong (and positive!) initial impression is not only good for your
business, it reflects positively on who you are as well.
BUSINESS CARD ETIQUETTE
 EXCHANGING BUSINESS CARDS

• When someone hands you his business card, Hold the card by its edges, Thank
the person and read the card.
• Reading what is on the card not only displays that you are interested, it also
gives you a chance to learn something about the person and the company that
could help you lead the conversation meaningfully.
• At work, at meetings, traveling for work, always carry business cards with you.

• Do not place them in your wallet. Have them in a business card holder.

• This is because when you are trading business cards, it is unsightly to be pulling
out your wallet / purse (especially if it is a thick one), digging for business card.
It is simply not professional to do so.
Dresscode

Don’t be Casual or you’ll be a Casualty

• Dresscode

• Grooming

• Body Language
 DRESS CODE
• Ties should reach your belt
buckle.
• Socks should cover your shin
when sitting.
• Wear a long sleeve shirt with a
suit.
• Socks match either pants or
shoes.
• Button suit or sport coat when
standing
BODY
LANGUAGE
• Good posture displays
confidence.

• Don’t slouch – stand and sit

upright.

• Don’t fidget –it is annoying and

a sign of boredom.

• Keep hands away from your

mouth when speaking.
 BODY LANGUAGE

• Honor other’s personal space.

• Break nervous habits, such as: gum chewing, drumming
fingers, hair twirling, nail biting, etc.
• Don’t show the soles of your shoes while sitting, especially in
the company of individuals from other countries.
Telephone Etiquette

• Before receiving or making a call, two important things to

consider is:

• 1. Have a decent ring tone for official calls

2. Keep a book and a writing pen ready, with a glass of water
Seven steps for a good flow …

1. General etiquette
2. Inter office phone etiquette
3. Voice Mail
4. Call waiting
5. Speaker Phone
6. Cell Phones
7. Placing someone on holds
Cubicle Courtesies

• Avoid loud phone conversations, especially of a

personal nature
• Do not wear strong perfume or cologne
• Do not eat smelly food (e.g. fish)
• Do not stand in front of someone’s cubicle and carry
on a conversation
• Do not walk into a cubicle when someone is on the
phone (leave them a note or email instead)
EMAIL ETIQUETTES................
 E-MAIL ETIQUETTE

E-mail should be concise & to the point.

M-ake use of proper spelling, grammar & punctuation.

A-lways answer swiftly.

I-nclude your signature.

L-earn to read the E-mail before you send it.

Important Pointers

• What should be the Subject Line?

– “Just for U, Hi, FWD: beautiful presentation…”
• “lol”, “asap”, “brb” … jargons?
• What about Forwarding Messages?
• If at all forwarding a Message.. What are the should / should not
?
• To whom should the REPLY be?
• What about Contact Details, Signature and Disclaimer
• What FONTS to be used, type, style etc?
• What is SPAM?Do you SPAM?
“The 5 Commandments”
1. E-mail only those to whom the message pertains
2. M-ake a point to respond promptly
3. A-lways check spelling and grammar
4. I-nclude your telephone number in your message
5. L-earn “nettiquette”

What you write can be forever stored!!

Dining etiquette
Seating

• Host will guide the guest to take a seat

• Guests should never sit on the head of the
table
• Sitting posture
• Elbows off the table. Wrist may rest at the
edge of the table.
• Keep away phones, bags and other accessories
Placing the Order

• Greetings and Small talk

• Menu card
• Host must check for guests preference for order
• The host should place the order and not the
guest
• Urge your guest to have all courses
• As a guest do not order expensive items
• Order items you can eat neatly and elegantly
Table Manners – Do’s

• Follow your host

• Wish “Bon Appétit” before starting the meal
• Pace your eating
• Be polite and courteous to wait staff
• When in doubt follow your host or hostess
Table Manners – Don'ts

• Tuck your napkin in your shirt

• Keep elbows on the table.
• Scratch
• Duck head down to the food
• Play with cutlery
• Point or gesture with cutlery
• Start till everyone’s served
Table Manners – Don'ts

• Mix or mush food

• Make sounds while chewing food
• Eat greedily
• Lick fingers
• Eat from each others plates
• Take large mouthfuls
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