Enhancing effectiveness through Business Etiquettes

Remember ! People and Diamonds have real market value once Polished

Did you know ?

Why are proper etiquette, social graces and a professional image important in the business world? Research attitude, indicates healthy that over 85% of one‟s

business success is achieved through a positive self-esteem, well-developed

communication skills, and the ability to build,
strengthen and maintain business relationships

and in particular business etiquette. is simply a means of maximizing your business potential by presenting yourself favorably. Etiquette.What is Business Etiquette ? „Honing your people skills gives you an edge over an otherwise qualified rival who does not posses these skills‟. .

• Etiquette is also about being comfortable around people and making them comfortable around you. . • Etiquette is a valuable advantage.Why is it Important? • Differentiates you in a competitive market. because in many situations. • Enables you to be confident in a variety of settings/ situations/ cultures with a variety of people. • Modifies distracting behaviors and develops admired conduct. a second chance may not be possible or practical.

and it certainly behooves a business person to learn them.Approach There are many written and unwritten rules and guidelines for etiquette. The caveat is that there is no possible way to know all of them. Knowing • • • • • Self Study Self Evaluate Observing others Research Open to change Understanding Practicing Preaching .

What is it all about ? • Appearance & Outlook • Making Good Introductions • Making a Good Conversation • Knowing about Spatial Arrangements • Managing Office Protocol • Managing Social Occasions • Managing Relationships „„Clothes maketh a man but words.‟‟ . diction and etiquette maketh mankind.

• • • • First 12 words you speak First 12 steps you take First 12 inches from your head down Last 12 inches from the floor to the mid-calf .First Impressions Statistics show that we have between 60 and 120 seconds to make a first impression.Makes the first impression .

you show that you care about your job and respect your role in the company. . • Do not call to much attention to yourself.Dress for Success If you present yourself professionally. • Know about Company‟s dress code. • Dress appropriately for specific business occasions.

Business Casual Business casual is slightly less dressy than regular business dress. Remember. „Business casual‟ is often misinterpreted. Impeccable Personal Grooming (even in a jeans environment) is the key. A good guide is the “one-step down” rule: Exchange one or two items of clothing for a slightly more casual item. . 'casual business' attire & 'casual weekend' attire are not the same.

Appearance • Good taste is defined as a refined look. leaning more towards the conservative and simple than a flamboyant spectacular look. • Know the right combinations/ colors for particular a particular occasion / culture. • Select good quality clothes that are the right fit. . blend with your body structure. complexion and color combination.

lockets. – Women should avoid the tendency to bedeck themselves with loads of jewelry. big belts.. Shoes and Hankies carefully. – Heel should be no higher than two inches. rings etc.e. . Purses/Wallets. – Men should also avoid bold statement like. – Avoid buying accessories that are too bulky or bear an overdesigner look. heavy shoes.Appearance • Choose accessories i.

• Drinking 8-10 glasses of water helps. • Having mint after lunch / smoke helps. Either of these metals should kill odour-causing bacteria. • Use a deodorant with aluminum or zinc or an antiperspirant/deodorant containing aluminum chloride.Body Odor • Bathe with an antibacterial soap. The odour comes through the pores. . • Avoid the regular consumption of spicy or sharp-smelling foods.

I couldn‟t get you!” “I zaid I‟‟m Fzzzzz Bzzzz…” “What‟s that?” “Za‟z my zame.Impressive Introduction “I‟m Fzzzzz Bzzzz…” “Sorry.” “What?” “Fzzzzz Bzzzz…” “Mr. Fzzzzz Bzzzz…” “Zezz” “Buzz Off!” .

Some facts … People typically don‟t feel comfortable in business or social gathering unless proper introductions have been made. Americans expect three things when they meet for business – • • • an Eye contact a Smile a Handshake . Introductions create the foundation that helps a business function smoothly.

in the order. or „presented‟ is named last. . look at and speak to the lesser authority second. • The person who is being introduced. • Look at and speak to the greater authority first. Background Information – • Providing a bit of information gives the two people being introduced some basis to begin conversation.Good Introduction Who‟s First – • Mention the name of most important person first. • The rule is that person of lesser authority is introduced to the person of greater authority.

Introducing Yourself • Always Introduce yourself before asking for another person‟s introduction. save details for the small talk. • Describing yourself in terms of what you do rather than by your title helps promotes conversation. avoid rude exits. • Clarity should be the base of verbal introductions • Introduce yourself with a cheerful hello to the other person. . • Keep the introduction short. • Taking leave of people is also to be done graciously.

.If you don‟t know the correct pronunciation of someone‟s name.If you forgot the person‟s name.Acknowledging an Introduction • Shaking Hands • Standing • Smiling • Making eye contact • Greeting the other person . . ask! .Repeat the person‟s name in conversation once or twice. politely ask .

.Comes with eye contact .Handshake .Is firm but painless .Takes only two or three “pumps” .Men and women are equals today in the workforce.Handshakes last about three seconds. . can be initiated by any.

Don't pass them out. . – Always give business cards at the beginning of a meeting individually. take with two hands. – Do not write on your business card in front of someone. • Keep your cards in your right pocket • Put others' cards in your left pocket.Business Card • Presenting your business card – – Present the business card facing the person. – If you are given a card by someone using two hands.

• Listening is a supreme compliment to the speaker.Making a Small Talk • Listening to others is an art itself and an integral part of etiquette. • If starting a conversation with a stranger does not seem easy. “ Nature gave us one tongue and two ears so we could hear twice as much as we speak ” . and learn to listen. choose a general topic likely to be of mutual interest.

e. Avoid overuse of jargons. . current affairs. etc. sporting events. the rhythm and tonal quality of the voice needs careful training to engage in effective conversation. • Modulation i. • Use of slang to extreme levels should be avoided.Conversation • Topics that are usually welcomed by all include business events. else it indicates rude behavior. • Misuse of sarcasm. ambiguous statements and double meanings can ruin a conversation.. books.

You can observe/ get feedback by the signals you receive from the listeners. and when you hear something that appeals you. • Finally. . • It‟s important to pay attention to the non verbal cues of others. • The voice has to be pleasant and just loud enough to be heard.Conversation • Watch others. the key to improving your conversational skills is practice. some phrase you think will work for you – adopt it in your speech.

• After you have recovered from the faux pas. One common mistake is to say something awkward when making small talk. steer the conversation to another topic. . • The best way to handle the situation is to make a selfdeprecating joke. don‟t end the conversation. • Apologies if there is a serious breach of conduct. you‟ll inevitably make a conversational faux pas.Faux Pas At some point. • Stay and deal with the situation.

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 II) When you greet a visitor in your office.I) For easy reading. c) Say "Just sit anywhere. b) Gesture her where to sit. you should: a) Say nothing and let her sit where she wishes." .

III) You're talking with a group of four people. Identify each person who is in the room. With whom do you make eye contact? a) b) Just the person to whom you're speaking at the moment Each of the four. moving your eye contact from one to another c) No particular person IV) What are three courtesies to use when using speakerphones? a) b) c) Tell you are on speaker phone. . State their purpose.

look confident. b) c) d) e) .V) The best way to meet people and "work a room" is a) head for the bar or the buffet immediately upon arrival. introduce yourself to two people who are deep in conversation. introduce yourself to groups of three or more. stick close to only those you know very well. stand in the center of the room and wait for someone interesting to approach you.

.Spatial Arrangements • Space may be the final frontier for courtesy – • When the person you intend meeting is in conversation with someone. • Please make sure that when talking to people their „space‟ is not being violated. either in person or on phone. please ensure that you wait till he or she finishes. • Always stand at a comfortable distance from the person you are speaking with. etiquette must be appropriate in three dimensions and even when someone is in motion.

Body Language “Body language” sends strong positive and negative signals. body language & symbols. .38% impact from our voice tone. • Vocal . Do You Know ? • Visual – 55 % impact from our looks. tempo & volume. • Verbal – 7% impact from actual words we use.

shaking legs. touching nose. playing with fingers demonstrate nervousness. nods. standing with ease and walking with the head held high are the basics of a good posture.Posture • Sitting with straight back. acknowledgements should be combined with all these. • Fumbling with things unnecessarily. . • Smiles. • Talking while sitting should ensure that the body movements are well synchronized and project a good personality. ear/hair.

• When talking while standing. when another person standing strikes up a conversation. stand up immediately.Posture . . If sitting . Conveys disrespect.Standing • Standing with hands on the hips considered very rude. indifference and aggressiveness. be attentive.

Don‟t walk too fast so that she has to run to keep pace with you.Few Tips • Keep back and head straight and don‟t stoop. • Avoid making unnecessary and flamboyant gestures. . • Don‟t sit too close to the person on either side of you. • Avoid taking up more space than required. • If walking with a lady walk on the outer side. • Talk without too much shifting around in the chair. • While walking keep pace with others and do not stop suddenly. • Women should sit with knees close together . men with knees separated not spread.

Elevator Etiquette • Pushing the button for someone else‟s floor at his or her request. -Impolite • Moving to the back or side to make room for others. Speak up when you are about to reach your floor. -Polite • You are in the back of a crowded elevator. -Polite . -Polite • Stating “This elevator is full. before the people inside have exited. -Polite • Entering the elevator as soon as the door opens. please wait for the next round”.

• Do not approach or use the ATM if the area looks unsafe.ATM Use • Be courteous while waiting at an ATM by keeping a polite distance from the person ahead of you. • When entering your PIN position yourself to block anyone from seeing your PIN code. • Allow the current user to finish before approaching the machine. . • Don't write your PIN on a piece of paper or leave your transaction receipt on the counter.

Parking Etiquette • Just take one space. and taking up two spaces is just plain rude. Keeping others waiting in line to get out of the parkade while you dig in around your seat for change / pass is very rude. You should not "ding" or worse. Don't crowd or rush them just because you are in a hurry . Carelessly crossing the line. give him or her a little room. stay on your own side. • When it's obvious that someone is trying to get into a space. "dent" someone else's car door or bumper. literally. • Be careful getting in and out of your car. • Have your pass or cash and tickets ready before you get to the exit. .

Managing Office equipments .

Smile when you speak on the telephone because a smile can be heard.Did you know ?? When you speak to someone on the telephone the vocal quality counts for 70% of the initial impression you make. and the words spoken count for only 30%. . The person on the other end of the line bases his opinions of you not only on what you say but how you say it and the tone of your voice.

Phone Etiquette • When making a call make sure you identify yourself (and your department) before explaining the reason for calling. • If you get another call while on the telephone. even if your are interrupted. till you hand over the phone to your colleague. write on a post it in his/her absence. – Take down the calls for your colleague. • If you share an Extension – Ask the person to hold . . remember that the first caller has priority. • Be polite. the caller does not know that .

according to the USA Today Survey? The statistics indicate: – – – – 86 percent .inappropriate in a movie 98 percent .inappropriate over dinner 88 percent .Did you know ? When do people most abhor the use of cell phones.inappropriate at a funeral .inappropriate in a meeting 96 percent .

• I resolve not to discuss sensitive subjects or company-related information in a public forum that is no one else's business. • I resolve to use a headset while driving and using my cell phone so that I can pay closer attention to the road and cars around me. • I resolve not to use my cell phone for conversations that need to take place face to face. museums.Cell Phone Resolutions • I resolve not to hold cell phone conversation within 10 feet of other people. • I resolve not to put my cell phone on loud or distracting music tones. • I resolve to put mobile on silent when going into a meeting. theaters. • I resolve not to shout into my cell phone. parties and houses of worship. .

.Did You Know Recent studies show that 8 billion emails are exchanged every day in this country and that the average person spends four hours reading and responding to 50 messages.

• Use proper spelling. racist or obscene remarks. defamatory. • Do not write in CAPITALS. • Do not overuse the high priority option. and pre-empt further questions. • Use templates for frequently used responses.Email etiquette • Be concise and to the point. • Don't send or forward emails containing libelous. offensive. • Add disclaimers to your emails . • Answer all questions. grammar & punctuation. • Keep your language gender neutral.

• Use proper Salutation. • Limit the length of each sentence. • Use a professional e-mail signature. • Make e-mail message easy to read. . • Address one subject in one paragraph.Few Tips • Write effective subject lines. • Take care with abbreviations and emoticons. • Review messages. • Check for “Name” spellings.

Don't show up empty handed. . • Arrive at the meeting on time or a little early. pens. avoid saying "I don't know. etc. • During a business meeting. • When speaking." Try "I'll get back to you by (date or time) on that question. • Be specific. support your suggestions/ ideas with facts and figures. make sure you have read & prepared according to the agenda. be brief and ensure what you say is relevant.Meetings • Do your homework. • Bring with you all the necessary material – notebook.

• They have high level of ownership & responsibility. • Professionals also safeguard all private. companyspecific. • They make efficient use of resources. proprietary. • Professional find self – respect in their work. especially time. .Office Protocol Professionalism is a set of internalized characters strength and values directed towards high quality service to others through one‟s work. • They see problems as challenges and opportunities. • Professionals are both task & people oriented. or confidential information.

• Use another location for personal or confidential matters. privacy. • Respect others‟ space. . • Avoid making excess noise. • Do not lean against the cube wall & avoid yelling over the cubicle walls. and time. • Create a relaxed atmosphere. or mail. • Be helpful & considerate. • Avoid snooping reading others faxes. emails computer screen.Cubicle life • Maintain a positive attitude.

.Did you Know ? It is believed that Henry Ford. Mr. . Ford determined he was a person who evaluated situations before taking action . If the candidate salted his food before tasting it. Mr. Ford ruled him out.just the sort of person he wanted for his company. the founder of Ford Motor Co.. invited job candidates to lunch with him to observe their salting habits. If the candidate tasted his food first and salted (or didn't) after.

• You will be judged on your manners! .Managing Occasions • At business meals. you are not there just to eat. small talk should be reserved for the period before the food is ordered. • Business outings are not the best time to try foods with which you are unfamiliar. • Remember. • Order your meal knowing you'll be talking.

Business Dining Part of being comfortable at business dinners includes understanding formal table settings. If you understand what various dishes and utensils are for and how you are expected to use them. you‟ll feel more comfortable and confident. .

Table setting .

• A simple guideline to follow is to use the utensils furthest from the plate for the first course and then work your way in with each of the remaining courses. used in a formal table setting can be confusing and intimidating. or flatware. .Utensils • The number of utensils. Layout when you are pausing to take a drink or talk. Layout when you have finished & your plate can be removed.

• Escort people when possible rather than give directions. • Never call attention to the dining mistakes of others or be overly apologetic about your own. chew with your mouth closed. . • Avoid reaching out for an item across the table or in someone‟s personal space.Few Tips • Wait for your host to sit first. and don‟t fidget. • Sit up straight . ask someone to pass it to you. If the item is too far. • Don‟t make comments about person‟s choice of food or beverage or how much or little is ordered or eaten.

• Should you or others accidentally spill or drop food or beverages. try not to be a slow mover. . • Return all trays. don‟t be too loud in conversations. we ask that you leave the tables clean for the next patron. please report it to the house keeping staff. • Cafeteria utilizes a self-busing system.Cafeteria basics • Do not break the queue . • Respect the rights of others. dishes. and utensils to the conveyor at the end of your meal. All paper refuse should be placed in the appropriate trash receptacles.

Are you correct ? III) What is considered "comfortable individual conversation space" when standing and talking with someone? .I) A woman's handbag. You say "thank you" and take a sip of your drink. can be placed on a) b) c) d) c) a desk boardroom table restaurant table all of the above none of the above II) A toast has been proposed in your honor.

folded loosely and placed on the left side of the plate. folded loosely and placed in the center of the plate. your napkin should be a) b) c) d) folded loosely and placed on the right side of the plate. and ask another one. and use it anyway. give it to the server. V) When you are finished eating. . folded like a dove or a pirate's hat and placed on the seat of your chair. wipe it off. leave it on the floor and ask for another one.IV) You are dining in a restaurant and you accidentally drop your fork on the floor. pick it up. leave it on the floor and use your neighbor's fork while he's not looking. you a) b) c) d) pick it up.

Loosely fold it and place it on the right side. Fold it and place it to the left of your plate.VI) You're at a table in a restaurant for a business dinner. Who is it ? Maitre d‟ . Leave it on your chair ____________ is sometimes also the general manager of a restaurant and is often the owner in smaller establishments. Midway through the meal. What do you do with your napkin? a) b) c) d) Take it with you. you're called to the telephone.

• Apologize when you realize you are wrong/ or have made a mistake. feedback in person. Fix the problem. not the blame. .Managing Relationships • Most important: Be courteous and thoughtful to people around you. • Address conflicts as situation related rather than person related. Praise in public.

Do You Know ?
Impressing the boss isn‟t enough ! A 1997 study by Manchester Partners International,

says even in this tight job market, 40% of new
management hires fail in their first jobs. The key reason for their failure is their inability to build good relationships with peers and subordinates.

Its about People….
• Don‟t differentiate people just by their position or standing in the company. • It is a good idea to remember what you can about people and be thoughtful. However, be cautious not be overfriendly or intrude one‟s privacy. • Impressing the boss isn't enough, make sure your peers and subordinates are also equally acknowledged and respected. Remember ! You don‟t demand respect , you earn it.

• Appreciate genuinely, as often as possible. • Always pass credit & compliments to everyone who made a contribution to the effort. • Speak well of your coworkers and always point out their accomplishments to any interested/ involved party. • Appearing to have taken credit in a superiors‟ or customers‟ eyes is the surest way to sabotage a relationship with a coworker. • Use compliments instead of flattering the person to present more genuineness.

Examples of human diversity ?  Age  Race  Ethnicity  Culture  Gender  Sexual Orientation  Marital status  Physical status  Economic class  Education  Religion  Political Ideology Benefits of being Culturally sensitive – • People respect you • Less conflict • Problems are easily solved • Business is more successful .

tipping . gifts . etc Invest time in studying more about culture & people. .Cultural Sensitivities The interlocking & overlapping business interest mean that we are in touch with the world‟s diversity as never before. Reference Checklist – • • • • • • • Greetings Gestures Language Time Zone & Climate Working Schedules Customs & important festivals Food Customs.

Did you know ? Americans point to their chest to indicate “me” while the Chinese point to their nose. . OK gesture. In France. The “ok” sign is a symbol for money in Japanese culture. the “ok” sign means zero. which involves making a circle of the thumb & forefinger is interpreted differently across cultures.

unless given permission to do so.Respecting differences Gender Neutral . Women are equals in the workplace. Dealing with Disabled • Respect.Best Rule of thumb . • Helping someone is discouraged. Taboo Words : Handicapped Mentally ill Dumb Physically Challenged Special Needs Mute . • Do not call too much attention. Relax & Reason.Never make jokes or snide remarks about gender or sexual preference.

Did You know ?? • Did you know that in the last 6 months almost 200 employees traveled abroad ? • Approx 200 employees traveled within India ? The world is getting smaller ! .

Checklist • Appearance • Finances / Insurance cover • Packing Right • Documentation • Keeping the family & colleagues informed.International Travel When one is traveling abroad remember we are not only representing yourself. your city & your nation as well. • Maintaining the apartment or hotel. . • Following the country rules & norms • Prioritize work. your company. you represent your department.

Dunckel.Mary Mitchell with John Corr Business Etiquette – Make a good Impression . Marjorie & Pachter Barbara The Complete Idiot‟s guide to Etiquette . Jacqueline American Ways – A Guide for Foreigners in the United States .Brody.By Dale Carnegie Business Etiquette .Gary Althen .Some References How to win Friends & Influence People .

com/etiquette.com http://www.everyrule.emilypost.emailreplies.References General http://www.edu/ccis/guides/etiquette.html http://www.onlinenetiquette.career.html Email Etiquette http://www.fsu.com .com/etiquette/business http://www.

" .Good manners will open doors that the best education cannot. Clarence Thomas (1908 .1974) US etiquette authority In "Readers' Digest.

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