CORPORATE COMMUNICATION

Business Etiquette
NMIMS

Anand Desai
If we are invited to someone’s house for dinner, we carry flowers or
a bottle of wine

When we make a new business contact, we exchange business

cards.

When we meet someone in the beginning of the year, we good

wishes for the year ahead.
 Importance of Etiquette
Rules governing socially acceptable behaviour
Etiquette an important part of our day-to-day lives.
Whether we realize it or not, we are always subconsciously adhering to rules of
etiquette

A person giving up his seat for a lady or an elderly person

Saying PLEASE or THANK YOU

Code of unwritten expectations that govern social behaviour

Concerns the ways in which people interact with each other & show their respect
for other people by conforming to norms of society
Etiquette expresses how you treat others when you care about them, their self-
esteem & their feelings
Etiquette rules, rather than being stuffy or classist, serve to make life more
pleasant & eliminates awkwardness
 Forming First Impressions
Sudhir had a composed expression on his face though inwardly he was seething
with rage. He had been interviewing candidates for Sales Officer positions in his
company. Fresh graduates were usually selected & put through a 6-month training
schedule.

The candidate who had just entered the room had long unkempt hair & was
wearing a T-shirt with a wild message in front. He was also wearing frayed jeans &
sandals. What did this guy think? Was he interviewing for a job with a leading
FMCG company or was he going for a rock concert? Sudhir did not ask him to sit.
He did not want to waste time. If a person could be so casual in his approach
when he looking for a job, heaven knows what he would do when asked to visit
distributors in remote areas.
 Personal Appearance
Corporate Grooming, Clothing & Adornment
Business Formals: MEN Business Formals: WOMEN

DON’TS DON’TS
Dirty Collars Multi-ear / Body piercing
Bulging Pockets Low cuts
Missing Buttons Loud colours
Dirty / Foul-smelling / Short Socks Heavy make-up
Ear/Nose Hair Heavy jewelry

DO’s
Suit in Conservative Colour
Shirts in Pin-stripes or Solid Colours
Polished Formal Leather Shoes
Tie ends at the belt
Belt should match shoes
Leather shoes of simple design
Quality Pen / Wallet / Briefcase / Bag
Socks matching Trousers
DO’s
Hair neatly combed & away from eyes
Simple hairdo
Subtle make-up
Limited matching accessories
Limited conservative jewelry
Conservative dress: Org / National culture
Black well-polished shoes/sandals with 1
to 1½ inch heels
 Meeting for the First Time
Sonali & Midhun had both attended an interesting interactive session with a
business leader organized by Aspen Institute. The session was followed by lunch.
Sonali always felt a little awkward at these lunches when she was at a table with
several strangers. She was always at a loss as to how to begin a conversation.
Midhun had no such qualms. He normally broke the ice by commenting on the
weather & gradually would go on to ask about their respective jobs, interests,
sports & so on. He found new friends or business associates in this manner.
 Value of Time
Rezumax Services had been retained by Grozfina Corporation to shortlist
candidates for certain positions for their new branch in Hyderbad. Mihir
Pramanik’s resume had been sent by an associate from Behrampur with a special
request.

Neil Dutta interviewed Mihir & shortlisted him for a second interview at
Grozfina’s office. Mihir was asked to report to Grozfina’s office at 9 am the
following morning. “Sir, I am new to this place & reaching Grozfina’s office on the
outskirts of the city at 9 am would be difficult. Could you schedule the interview
around 10.30? Neil could not believe his ears. He was willing to send the candidate
for a second interview only because he had been recommended by an associate.
How could he impose conditions? This was not done.
 When going to meet someone
Punctuality is key at meetings – keeping a person waiting not only signifies lack of
discipline but is also considered rude in certain cultures.

One should meet the secretary & give one’s name & designation very clearly. One
should always carry enough business cards while going for a meeting.

While waiting, one can go through the company brochures, leaflets & any such
marketing paraphernalia on display.

Use of mobiles is okay as long as it is discreet & not loud

Asking the way around the office is always better than moving around on one’s
own.
 Self Introductions & Introducing Others
Good morning, Sir. I am Rameshbabu Praggnanandhaa from Wolpert Industries.
Thank you so much for giving me this opportunity to tell you about the new
boilers we have launched in the market recently. As you may know, we have been
in this business for the last 56 years. This new range has been developed to give
our valued customers a cost-effective product without compromising on quality in
any way.

Good evening, Mr. Simms. May I take this opportunity to introduce to you my
young colleague Ravinder Menon. He has just graduated from IIM-Kolkata with
top honours.
Ravi, please meet Mr. Simms, one of our valued customers. I am sure you will be
interacting with his office on a regular basis & will be able to look after all his
requirements.
 Exchanging Business Cards
In North America or Europe, the business card has less of a meaning other than a
convenient form of capturing personal details. In other parts of the world, the
business card has different meanings. In Japan, the business card is viewed as a
representation of the owner. Therefore proper business etiquette demands that
one treat the business card with respect & honour. In Arab countries, you would
never give or receive a business card with your left hand.

General Etiquette of Business Card exchange around the world

Business Cards always printed on good quality paper
Carry a good number of them with you
Cards are exchanged either at the beginning or at the end of the meeting
Whenever you receive a Business Card, make it a habit to read it
While travelling to some foreign country where English is not the primary
language, advisable to get back of the card printed in the local language
Business cards should not be thrust upon any one
In a large gathering, give the card to head of the group (may not distribute to all)
Good to add a tagline or mention the USP of your business on the card
 Business Greeting
All cultures have customary gestures signifying greeting & commencement of a
relationship – it could be a handshake, kiss, hug or bow.

A handshake is more than just a formality. It is the inter-mixing of non-verbal cues

with verbal communication. A proper handshake sets the overall tone for a
meeting & speaks volumes about your character, ability & business acumen. The
initial connection between two individuals is an opportunity to establish rapport.
An immediate bond develops from the touch of a hand & sets the tone for the
conversation & future business association, leading to a productive relationship.

Four Simple Steps for a Proper Handshake

Step 1: Begin with Eye contact before you extend your hand
Step 2: Verbally introduce yourself before you extend your hand
Step 3: Extend the Right hand only
Step 4: Use a Firm Grip & be brief
Business Greeting
Avoid

Overpowering Grip
Fish-hand Grip
‘Lady Fingers’ Grip
‘Two-handed’ Grip
 Telephone Etiquette
Opening: always greet the caller with a smile
Be prepared: have a pen & paper handy all the time
Avoid Irritants: Eating, Drinking, etc.
Cellphones: put your mobile on vibrate or silent mode while in a meeting
or when addressing a client. Take or make calls when you are with people
sparingly. If you need to take a call, excuse yourself & make it brief.
Appropriate Ringtones & Caller tunes
Returning Phone calls: people who return calls are trusted & respected.
You do not need to make the calls long. Do not give the impression that
you are rushed. It is better to call back when you can give the person the
time they need to handle the reason for the call.
 Gift-giving Etiquette
In countries such as North America or the UK, gift giving is rare in the
business world. In fact, it may carry negative connotations as gift giving
could be considered as bribery. However, in many other countries, gift
giving & its etiquette have a special place in business practices.

China
Australia
USA
Japan
Germany
 Dining Etiquette
Wait for everyone to arrive before beginning any part of the meal
Decide on your menu selections quickly
Think about the mess factor
As a guest, do not order alcohol
When everyone is seated, gently unfold the napkin & place in on your lap
While having soup, gently stir to cool it instead of blowing on it. Move the soup
spoon away from you to the other side of the dish & ‘sip’ the soup quietly from it
Break-off small bites of bread & only one bit at a time
Hold Wine glass properly from the stem or by the bowl
Take cues from the host – when in doubt, observe & follow
Do not place any bag, purse, sunglasses, cell phone or briefcase on the table
Eat at a moderate speed
Try to maintain some polite conversation
Have proper posture – keep elbows off the table
Do not apply make-up or comb hair at the table
Never medicate at the table
 Dining Etiquette: The DON’TS
Burping, Coughing, Sneezing without covering one’s mouth in front of others –
look away while doing so & always say excuse me after
While eating, it is advisable to not chew with one’s mouth open – also avoid
slurping or making excessive noise
While making polite conversation at the dining table, one should not comment on
the language skills, citizenship, nationality, family history, education, economic
status, social abilities, behaviour & beliefs
Hats, head coverings, sunglasses are usually not worn indoors unless warranted
by personal health considerations
While dining in a restaurant, it is appropriate to contact the waiter by making eye
contact, nodding the head or holding up the index finger. Shouting for, snapping
fingers at & whistling for the waiter’s attention should be avoided
Dining Etiquette
Varies across countries

China
Australia
USA
Japan
Germany
Fundamentals of Business Etiquette