Sr. Topic Pg.

Remarks
No. No.
1. Business Etiquette 1

2. Significance of Business Etiquette 2

3. Qualities that form Business 3-5

Etiquette

4. Rules for Good Business Etiquette 6-8

5. Business Etiquette Sins 9-11

6. Improving Business Etiquette 12-13

7. Types of Business Etiquette 14-20

Table of Content
 Business Etiquette
Business Etiquette is a set of social, professional and
cultural sensibilities that a person is expected to possess in
order to be considered a well-informed business-person
with proper business acumen. Business Etiquette focuses
primarily on being polite in your interactions with people
and paying them respect while dealing with them, the way
you would expect them to.
This politeness and respect is not limited to meetings held
in person only. In fact, these levels of mutual respect and
the polite way of addressing people and dealing with them
is extended to business emails, telephonic conversations
and business letters too.
Business Etiquette serves as an important tool to bridge
gaps and develop a fast network of business-people who
have a positive impression of your inter-personal skills and
cultural sensitivity.
However, it should be kept in mind that Business Etiquette
varies from place to place. A set of etiquettes that may be
held in high regard in one country might not necessarily be
observed closely in another country, and in fact, could be
viewed as strange or rude at times.
 Significance of Business Etiquette
Most people mistake Business Etiquette as only a study of
cultural differences and the ways in which inter-cultural
barriers can be broken. However, the truth of the matter is
that multiple cultures and their studies are only a part of
Business Etiquette.
Corporate culture has a distinct culture. It may not be
necessarily an intercultural working place, and yet, there
are many unwritten rules and codes of appropriateness that
exist and are skilfully followed.
These norms are practiced and followed both, between and
within companies. For example, employees drawing
appreciation from their clients for choosing to dress up in
formal wear at a meeting, even if there is no strict dress
code.
An interesting thing to note is that someone’s
understanding of Business Etiquette could also be
influenced and sometimes even limited by many factors
that are prevalent at his working place.
Things like a company’s mission statement, product lines,
image, perception, brand value, reach, business partners,
investors, clients and customers can all influence the idea
and importance of etiquette in the minds of the company’s
employees.
 Qualities that Form Business Etiquette
Business Etiquettes do not necessarily address dressing
sensibilities, interpersonal skills and good public speaking
abilities. Although these qualities are needed, there are
other qualities too that are equally important.
List of such important qualities:
 Punctuality
A person on time is a dependable person. This is a
general impression punctual people manage to
effectively leave on the minds of many people.
Someone who appreciates the value of his time will
not appreciate waiting for others and others waiting
for him.

 Preparedness
A person should always be well informed and
prepared to furnish information, in detail, on any topic
related to his job and responsibility at any given time.
This creates an impression of being a resourceful
person.

 Courteous
You need to be courteous to all the people you are
interacting with, instead of limiting the courtesy to
only those who you think deserve it. When you are
working in an organization that has many talented and
 creative people in it, there is always a chance that
ideas will clash with one another. In that case, you
need to tackle the opposing thought and not the
person.

 Proper Representation of Thoughts

There are times when your thought would be very
clear on a particular topic but the choice of your words
could send a mixed signal to the listeners. Many
people end up being misquoted and misunderstood,
due to lack of connection with the people listening to
you. You should prepare your presentation thoroughly,
beforehand and have a clear understanding of each
word and the different ways it can be interpreted. Step
in to clear any misconceptions people might have on a
point.

 Participation
Companies, expect a lot from you. These expectations
could be in the form of specific targets, which the
company sets for you. In such times, it is very easy to
turn your back to a discussion that does not concern
you and say − “that’s not my problem”. However, that
problem could well be your problem in the near future.
So, try to participate in the problem-solving process.

 Properly Dressed
 The way you look when you meet someone for the
first time goes a long way in establishing a perception
of you in that person’s mind. That does not mean that
you should splurge on the clothes you are supposed to
wear. Your clothes should not draw too much
attention towards themselves. Dress conservatively but
professionally.

 Build Relationship
Earn the respect of your colleagues and clients by
taking time to develop relationships with those around
you. Spend a few minutes a day talking with the
people you work for and with, as well as those who
work under you. Catering managers and Janitors not
only provide valuable services, but can help us look
more professional if treated with respect. Use a
database to keep track of dates and personal
information and send cards to clients and colleagues
for major events such as birthdays, anniversaries or
their child's graduation.

 Honest and Ethical Behaviours

Professional behaviour commands a sense of honesty
and ethical behaviour. This includes always
representing yourself and your company accurately
and conducting fair business practices. Don’t lie or
mislead customers or prospects. Strive to meet all
 contractual obligations as agreed upon and make good
on any promises that are delayed, or provide notice of
duties that you are unable to fulfil. Avoid both real
and perceived conflicts of interest to the best of your
ability.
Rules for Good Business Etiquette
 Always use names in a meeting
It is easy to forget people’s names when in a business
meeting, and for this reason, it is a good idea to write
all the names down (and check their spelling) on a
piece of paper in front of you.
It is common to say ‘treat others as you would like to
be treated yourself. However, different people have
different expectations. You might like to be called by
your first name when being greeted by a service
provider, however, someone else might prefer to be
referred to more formally, with Mr, Ms, or Mrs.
It should not just assume that people like things the
same way as we do. If in doubt about the level of
formality to use, it is probably better to go for more
formality, rather than less, to avoid offending
anyone’s emotion.

 Three R’s
It is important to be considerate about the
psychological needs of different people. A very useful
 rule of thumb to go by is that of the three R’s
(Recognition, Respect, Response)
Recognition:
Using names, greetings, and making a point of
acknowledging people.
Respect:
Treating people with respect, value and courtesy, and
apologising to them where the situation calls for it.
Response:
People do not want to be kept waiting, they need to be
responded to.

 Wardrobe and hygiene

Dirty clothes, fingernail biting, poor hygiene, unclean
hair and body odour especially, can be a real turn off.
It can be difficult having to tell someone that they
have body odour, but it is necessary, especially if the
person has to deal with others and outside clients. The
hygiene is the foremost part that should be taken care
of, as everybody knows “first impression is the last
impression”.

 Cracking inappropriate jokes

Etiquette is all about behaviour and sensitivity. For
example, cracking jokes at times where it is
inappropriate, or inappropriate jokes in general, shows
a total lack of sensitivity.
 I have been surprised to still hear some men at work
make jokes about women and the way they look. Also,
jokes about race and disabilities are most certainly
inappropriate at any time.

 Showing gratitude
Thanking a person where the thank you is warranted is
simple politeness.
Actually, making a point of showing some sort of
gratitude where someone has gone out of their way for
you, or performed a task that is not part of their job
description, is very important and actually makes for
better interpersonal communication in the future.

 Telephone etiquette
Being treated rudely on the telephone or left on hold is
not professional. Making promises and then not
keeping them or following through is also
unprofessional and projects a poor image to the people
on the receiving end.

 Show genuine interest

Keep eye contact and make an effort to truly listen to
what others are saying. We are so easily distracted in
this climate of increasingly short attention spans; we
often can’t wait for the other person to hurry up and
finish so we can move on to the next thing. Resist the
 lure of distraction and haste. Take the time to ask
questions and show an interest in the other person’s
thoughts.

Business Etiquette Sins

List of some business etiquette sins:
 Not greeting or using a name
When people in business ignore a simple greeting and
acknowledgement, they are losing out on building a
relationship and possibly a sale. People feel respected
when they are greeted, and if their name is known and
used it is always impressive. Something as simple as
eye contact, a smile, just using some basic social skills
in order to make them feel welcome.

 Leaving people waiting

Leaving people waiting, especially if they have an
appointment, without any kind of explanation or
apology is rude. Waits can be five minutes or in some
cases over an hour. Whichever, a simple apology or
explanation, and time frame, is all that is needed.

 Interrupting
Often people will just barge in and interrupt a
conversation or meeting that is occurring without even
apologising to the people involved, which is very
 impolite, even for a senior manager with an important
issue. Mobile phones can cause problems, with people
taking calls in the middle of meetings, for example.

It is good business etiquette to switch your phone off

before the meeting, or if you are waiting on an urgent
call from someone, let the people in the meeting
know. Most importantly, wrap up the conversation as
quickly as possible.

 Lack of courtesy and respect

Often a customer making an unusual request will
receive quite negative reactions, and will be treated as
if they have no right to make such a request. When
someone has a special requirement or seems
demanding, they should still be treated politely and
with respect. Rules can be explained and enforced, but
it doesn’t mean it has to be done with attitude.

 Breaking a confidence
If someone tells you something in confidence, it is not
acceptable to go around telling other people about it.
These behaviours create a negative impression of your
business. Successful organisations often have one
thing that is embedded in the way the organisation
works, and that is a high standard of business
etiquette.
 Improving Business Etiquette
Improving your business etiquette can have a positive
impact on your career. Remember to use common courtesy.
Adopt the "you" attitude—consider others' needs and
feelings first. This behaviour leads to good manners and
common courtesy, thereby improving your business
etiquette.
Improve business etiquette skills by:
 Conducting some research
When at work, pay attention to the manners and habits
of your supervisor, mentor, senior management, and
other key players. If you are unsure about displaying
proper etiquette, consider asking your supervisor or
mentor for advice.

 Joining a professional organization

Aside from being a great way to network, professional
organizations give you an opportunity to gain insight
into the etiquette that's particular to your profession.
Added benefits include practicing your business
etiquette skills outside of your organization.
 Visiting your local bookstore or library
There have been numerous books written on
improving business etiquette. Check out the self-
improvement section of your local bookstore or library
to find them.

 Recognizing your team

Acknowledging others is proper business etiquette for
both casual and formal work environments. When
someone walks in the room at a business dinner or
meeting, greet them and say hello appropriately—
whether by shaking hands or following some other
cultural custom. This helps to make good relations
with the team and helps to make a positive attitude
towards you.

 Building emotional intelligence

Emotional intelligence is the ability to recognize,
regulate, and understand emotions in yourself and in
others. Effective emotional intelligence skills can help
you empathize with team members and overcome
challenges. While emotional intelligence isn’t a direct
rule of business etiquette, it will help you in the
workplace, no matter what conflicts arise.

 Respecting shared spaces

 The way you treat shared spaces will reflect on you as
a professional, so it’s important that you label things
correctly, stay organized, and respect others who also
use these spaces. Business etiquette applies to shared
spaces whether you’re cleaning up after yourself
physically or following company processes online.

Types of Business Etiquette

There are mainly 5 types of business etiquettes:
Workplace Etiquette
These rules deal with our behaviour at the
office. Culture and expectations differ from company to
company, so what's rude at one workplace may be normal
at another.
For instance, HubSpot is dog-friendly, so my co-workers
frequently bring their pups in with them. At a traditional
office, showing up with Rover would probably annoy your
colleagues — and may even get you in hot water with
upper management.
Figure out what's acceptable and what's not by reading your
company handbook, paying attention to how the executives
behave (and following suit), and sticking by the standard
rules (such as "Don't heat up excessively smelly foods in
the break room").
There are a few universal workplace etiquette tips to
remember:

 Acknowledge everyone you come into contact with.

Even a simple "How are you?" or a quick smile is
enough.
 Clean up after yourself in shared spaces (i.e., meeting
rooms, kitchen, etc.).
 Show respect for shared items. Borrowed a stapler?
Return it to the correct place. Did the printer run out of
paper after you used it? Replenish it.
 Practice active listening in conversations.
 Don't overshare about your personal life at work.
Additionally, topics like religion and politics should
be avoided.
 Respect people's time by sharing information clearly
and succinctly.

Table Manners and Meal Etiquette

There's far more to dinner and meal etiquette than knowing

which fork to use. Luckily, once you've memorized these
rules, you'll be well-equipped for any eating situation.
I can't even begin to cover them here — you should read a
book on meal etiquette or watch some videos for a full
briefer — but every professional should know the
following:
  Put your napkin in your lap when you sit down.
 Order items in a similar price range to your dining
companions.
 Don't start eating until everyone has received their
food.
 Give others equal opportunities for conversation.
 Pass condiments and dishes from left to right rather
than reaching across the table.
 Chew with your mouth closed.
 Don't snap your fingers at your server.
 Don't blow your nose at the dinner table. Instead,
excuse yourself to visit the restroom.
 After the meal is over, partially fold your napkin and
put it to the left of your plate.

Professionalism
Being professional means contributing to a pleasant,
productive, and inclusive work environment.
Professionalism includes an entire range of behaviours.
However, here are the most standard:
 Keeping your word: When you make a commitment
— whether it's big or small — keep it. If you know
that will be impossible, give the other person as much
notice as possible.
 Being punctual: Show up on time (or early).
  Remaining calm: Even in heated situations, do your
best to stay cool.
 Acting flexible: Sometimes you'll have to stay late,
show up early, change plans, move meetings, and
more to make things work. Unless this is happening all
the time, accommodate these changes without raising
a stink.
 Using diplomacy: There will be people you don't like
— prospects, co-workers, or both. Be kind and
amiable anyway.
 Accepting constructive criticism: Throughout your
career, others will offer feedback. If you're closed off
to it, you'll not only harm your professional rapport,
you'll also lose valuable opportunities to improve.
 Appearance: Follow the dress code and always
practice good hygiene.
Communication Etiquette
A large majority of our relationships hinge on good
communication. Not sure what those entails? Let's break
communication etiquette down into three categories:
Phone Etiquette:
 Don't speak too loudly or too softly. If you're worried
about your volume, ask, "How am I coming across?
Do you need me to talk more or less quietly?"
  Never interact with your phone while you're with
someone else. Keep it stashed in your pocket or bag at
all times.
 If you're on a conference call and you're not speaking,
mute yourself so the others aren't distracted by the
outside noise.
 Use a pleasant but professional tone of voice.
Email Etiquette:
 Aim to answer internal emails within one day and
external emails within three days.
 Avoid overusing exclamation marks and smiley faces.
 Default to "Reply" over "Reply All."
 Check with each party before you make an
introduction.
 Check for grammar and spelling before hitting "send."
 Don’t send anything that you wouldn’t say in-person.
In-Person Etiquette:
 Steer clear of complimenting someone's appearance,
since this can make people feel uncomfortable.
 Maintain eye contact 60% to 70% of the time.
 Match their speaking volume.
 Show interest in what they're saying.

Meetings Etiquette
Meetings are an important aspect of business
communication that allow teams to share ideas, discuss
strategy, and get on the same page about projects and
priorities. And, due to an influx of hybrid and remote work,
we have a new batch of "rules" for virtual meetings.
Below are some strategies for maintaining proper meeting
etiquette, whether you're meeting in-person or virtually:
 Send a meeting agenda around when you invite people
to attend so they can prepare for the discussion in
advance.
 Be mindful of time zones and the daily schedules of
the people you're inviting when setting a time so
nobody has to attend a meeting too early or too late in
the day.
 Cater lunch or ask people to bring lunch if your
meeting is scheduled during a typical lunch hour.
 Introduce new team members or first-time attendees to
the larger group.
In-Person Meetings Etiquette:
 Test your equipment beforehand to ensure a smooth
meeting.
 Give attendees up to five minutes to settle in before
diving into the agenda.
 Follow or set a clear agenda so people have time to
think about contributions and ideas before presenting.
  Ask questions at an appropriate time. Avoid
interrupting someone while they're speaking.
 Call on everyone who wants to participate in the
discussion, or go around in a circle so everyone can
speak.
 Don't speak too loudly so as not to disturb people
working around you.
 Observe your body language; watch out for fidgeting,
foot tapping, and swivelling your chair side to side.
Virtual Meetings Etiquette:
 Look at the camera — not your own face or theirs —
so you seem like you're making eye contact.
 Shut the door and make sure you're not interrupted by
your pets, children, roommates, etc.
 Before your meeting, check the area in camera range
for inappropriate or overly personal items.
 Provide non-verbal acknowledgement, like nodding
and smiling.
 Follow the dress code — even for virtual meetings.
 If you're the meeting facilitator, make sure all
participants have the chance to speak or present ideas,
even if they're tuning in remotely.
These might seem like a lot of rules. And, well, you're not
wrong. But rules have an upside: Once you know what to
do, it's much easier to build and maintain a great
professional reputation.