Business Etiquette

Etiquette means behaving yourself

a little better than is absolutely
essential.
-Will Cuppy
The word etiquette means
conventional rules of social
behaviour, or professional conduct.
*Unwritten rules which act as
norms to be observed by all
professionals.
*Self-rewarding trait of appropriate
conduct.
*Fundamental rules that get
business done
*If not observed-loners, headstrong
Basic Rules of Etiquette
are related to the following:-

*Introductions
*Telephone calls
*Business dining
*Interaction with foreign clients
*Inter-personal business etiquette
 In an organization,our basic
concern is to create a smooth work
environment where each person
helps others to carry on their jobs
with ease. This is made possible by
our ability to empathise with other
workers’ job concerns and
priorities. This identification with
others is the best form of business
etiquette and culture
INTRODUCTUION
Introducing yourself
A confident self-introduction always
makes a positive first impression.
If you are going to meet a person
for the first time, the other person
will feel comfortable to know who
you are and why you are there. A
meeting after a gap of some weeks
may also require re-introducing
 Some cultures specially British
have a sense of reserve.
Americans are more outgoing in
general. In Asia, Indians are shy
and they would consider it impolite
to go up to someone and say “Hi, I
am Amit Mishra”
As a norm of business etiquette,
people greet each other by stating
their full names and positions in
office at the very outset.
 Americans prefer to introduce
themselves by their surnames only.
Eg:- Lewis, Dickenson
Britishers introduce by using first
name and surname:Tony Blair,
W.B.Yeats
Eg:- “Prafulla Misra, CEO, Sterling
Gold Informatics
 Repeat your name if necessary:
If the other party has forgotten your
name during a conversation or may
have missed hearing it, help them
by repeating your name.
Personal names sound unfamiliar.
Therefore they should be
articulated as distinctly as possible
 you should introduce yourself by
telling your name and purpose.
Only then should you ask for the
name and position of the other
party
*Do not use titles as Mr/Mrs/ Sri/
before your name while referring to
yourself but if Ph.d. you may use
Dr. before your name.Surgeons
and medicals may state I am
Roopa, Cardiologist, since they are
• *Do not use titles as Mr/Mrs/ Sri/ before
your name while referring to yourself but if
Ph.d. you may use Dr. before your
name.Surgeons and medicals may state I
am Roopa, Cardiologist, since they are
already known as Dr. …..]
• If required help others by spelling your
name
 Handshake
Most business meetings begin and
end with a handshake. In modern
business a handshake is a non-
verbal clue of friendly dealings.
There is no gender distinction in
handshake. Handshakes must be
accompanied by eye contact and a
gentle smile
 Asians- in general bow to one
another, sometimes hug and air
kiss the guest.
India-culture specific country-
folded hands, slightly bowed head,
and eye contact.
As a visitor greet the host
accordingly
But if not sure of the cultural
sensitivities the best thing is to
shake hands which is the general
 As a visitor greet the host
accordingly
But if not sure of the cultural
sensitivities the best thing is to
shake hands which is the general
norm of business greetings across
the world
On failing to recall Someone’s
name
In busines one may fail to recall the
exact name of a person he/she is
visiting very often. Before the other
person detects your failure, you
should ask for his/her card. “Could
I have your latest business card for
your telephone number/and
address?” To be tactful in such
situations is also good business
How to introduce other persons
To introduce other persons at a
business meeting, we should know
each other in terms of their names
and professional status before we
conduct the meeting. A clear and
complete introduction of each
person, members of visiting party,
and host party, makes every one
feel relaxed and creates a
congenial atmosphere for the
 The Protocol Rule for introducing
others
Normally the senior most person
among the visitors or the host team
introduces the members of his/her
group. First, visitors are introduced
to the host. Then, members of the
host group are introduced. Always
introduce the lowest ranked person
to the highest ranked person.
Always say: Mr. Chopra, may I
In India, and Asian countries
it is a practice to say President so
and so…
But Americans and Westerners
prefer to refer to one another just
by using ‘first name, last name.’
In Asian countries, people observe
social courtesies or respect for age
and position even in the context of
business, while greeting or
introducing.
 Telephone Etiquette
Handling business calls, requires
awareness of our unconscious
actions which often amount to bad
manners or lack of appropriate
skills of effective invisible
interpersonal communication. In
telephonic conversation, the way
we receive, respond, speak or hang
is often as important as what is
communicated
Making a call- Be brief and concise
Prepare before calling
Before initiating a call, be clear
about the why and what of your
call. For business calls, know
exactly who you are to speak to
and choose the most convenient
time to speak to the person
 Jot down the points you want to
discuss
keep a paper and pen ready to note
down
Talk from the receiver’s point of
view and your interests later
keep conversation short
 How to begin or receive a Call
1st few words-important for identity,
purpose and then context
When speaking with the personal
secretary, repeat the same form.
Remember to be patient and
pleasant while dealing with the
secretary who is an important link
between you (caller) and the boss
(the person you would like to
contact)
 As a caller make the receiver feel
that the information you want could
be acquired only from him and that
it is required immediately
Involve the receiver in a dialogue,
instead of questions which can be
answered just by saying ‘yes’ or
‘no.’ Make sure that the call ends
on a positive note.
 If the Call is Cut off….
Courtesy demands that the person
who initiated the call should redial
immediately and say “sorry the call
got disconnected.”
Even if the receiver has to attend
another call, it is the duty of the
receiver to resume the call and use
some pleasant explanation to see
that you do not feel slighted.
Common Telephone Courtesies
Polish your calls by words such as
‘Please’ and ‘Thank you”
*Always use interrogative form for
making a request. “Could I…” or
“May I..”
Do not use “I want to talk to ….”
Instead use “May I talk to …”
 Telephone Etiquette to be
observed as a Secretary
A personal Secretary receives and
passes the calls to the boss after
saying “Please hold on.”
But if the boss is busy the secretary
may say “Sorry he is busy in a
meeting. May I have your number
and he will call you later?”
A secretary should never overhear
the conversation
 Telephone Precaution
Confidential matters should never
be discussed over the phone. They
can be overheard /tapped in
transmission.
But if it has to be discussed, check
with the person in a polite manner
“Are you free? Can we talk about
the tender?”
This would avoid causing
embarrassment or risk of leakage.
 Business Dining
It is common practice to negotiate
business at lunch or dinner. Such
business occasions are in fact
business activities. Act therefore
with a sense of responsibility- not
an occasion for free drinking and
smoking
 As a Host..
Invite the guest personally, may be
over telephone. Confirm the date,
time and place in writing. Apprise
the invitee of your guest list. In the
letter you should mention this fact
and give their names and positions.
It is a good practice to confirm once
again the scheduled meeting a day
prior to the event.
 Check the seating arrangements a
little ahead of the given time.
Receive the guest personally
outside the dining hall. Move in
together to the table. It is courteous
to ask the guest to order his/her
choice of dishes/food and soft
drinks. As host make the payment
of the bill and pay for the taxi.
 After some initial pleasantries, the
host opens the subject of the
meeting in a general form to provide
the context for the matter to be
discussed.
Business meals provide
opportunities for easy give-and-take
negotiations. They democratise
business by bringing two
complementary parties as equals at
a social occasion
Food Preferences
As a guest, you may stick to your
own dietary preferences. Refuse
items of food or drinks politely.
If you receive a dinner plate with
too much food, just eat whatever
you want, and indicate you have
finished by placing your knife and
fork together in either “the four o’
clock” or “Six o’clock” position on
your plate.
 Table Manners
Using forks, knives and spoons is
an indicator or your culture. But
Indians prefer to eat food with their
hands. The only cutlery used by
them is a spoon. Having food with
the hand is also fine. But if you are
using knife and fork, some general
rules have to be observed.
 Cutlery Set for a Formal
European Style Serving
Placed from left to right away from
you:
*A blunt butter knife placed on
bread and butter plate
*Dessert spoon together with
dessert fork
*Water glass, red-wine glass,
white-wine glass
*Coffee cup and saucer
Placed from right to left near you
Cocktail fork,
Soup spoon,
Tea spoon,
Dinner knife,
dinner plate,
Dinner fork,
Salad fork,
Dinner napkin
 How to use knife and fork
The knife cuts the food and the fork
places it into the mouth. The knife
is always held in the right hand.
The fork is first held in the left hand
with knife in the right hand to cut
food into small pieces. Then the
knife is kept on the plate and in its
place the fork is held in the right
hand to place the food in the
mouth.
 In the European style of eating,
people hold the knife in the right
hand to cut food into small pieces
and fork in the left to eat.
In Asia- Large pieces of food are
taken and directly bitten from it.
In UK and US-Food is cut into small
pieces and then is eaten with
mouths closed. Follow your own
way but with elegance
 As a host respect your visitors’
cultural needs, religious beliefs,
and the attitude of the foreign
visitors- all this will go a long way in
developing good business
relations
 Foreign Language
Arabs, Japanese, Germans, French
and Russians prefer to conduct
business in their own language.
Interpreters are used for important
business occasions.
*Prepare documents in both
languages- English and the foreign
visitor’s language
*Use some words of greetings in
the visitor’s language
Business manners of people of
different countries
 Americans-Shaking hands during
introductions is normal for men but
not so common among women
-Punctuality is very important
-Business cards are exchanged
only when there is a need
-Breakfast and lunch meetings are
preferred to develop business
relations
-First names are preferred
 British-formal in meetings and
personal style
French-Business is a serious and
formal occasion. Prefer to speak in
French with businessmen from
other countries. Shake hands on
meeting and parting, but business
man and business woman embrace
and kiss each other on meeting and
parting
Germans-Business meetings are
highly formal and scheduled much
in advance. Punctuality,
etiquette ..very important. Make
themselves intelligible in English
too. Addressed by surnames.
Senior Men are addressed as
Herr… and senior ladies as Frau…
 Italian and Spanish-Less formal,
not fussy about punctuality,
personal welfare and family matters
may precede the business
discussion, an excited exchange of
words may take place during
meeting, freely accepts hospitality
and gifts without linking them with
their business deals
Dutch-speak English fluently, most
of them are polyglots, relaxed in
their approach to business
meetings and personal relations
 Japanese-greet foreigners by
shaking hands, offer and accept the
business card with both hands,
maintain a personal space, use
Mr/Mrs before the name, never by
the first name. Saying ‘no’ is
considered impolite. Giving gifts is
important for business and must be
in status of the person. Gifts in
pairs are considered lucky not in
fours which means death.
Arabs- They are warm-hearted,
greet others by ‘salaamalayakum’
(Peace be upon you) accompanied
by a firm handshake. Never under
pressure of time, do not mind being
late for the meeting. Discussion on
religious and political matters are
strictly avoided. Meetings are
conducted in a leisurely style.
Extend lavish hospitality as
hosts.Gifts are presented.
 Indians-Famous for hospitality,
Meetings are punctual,well planned
and formally conducted. Protocol of
seniority is observed. Juniors wait
for a signal from their senior to
contribute to the discussion.
Business cards are exchanged for
further contacts. Small gifts are
given as mementos, senior persons
are presented with bouquets and
also accompanied to their vehicles
 Each individual is the company’s
image builder.
Good business behaviour includes
the following:-
Loyal to your organisation- Do
not criticise, defend your
colleagues, speak well of your
company, and feel proud of your
organisation.
 Confidential Matters-
Secure records and use code
names of information that requires
protection.
Keep confidential material in as few
hands as possible.
Help others develop trust in you
 Managing Customer Care
Dealing with the buyers or suppliers
is important. Handling the poorest
of customers is also noted. Being
prompt in your service, observing
the number of complaints received
and responded to, number of
clients revisiting your company,
number of step-ins every
day,commitment of your suppliers
to help you in situations of
 Respect Hierarchies
Treat all colleagues with respect.
Persons from other companies
must also be respected.Good
manners breed good understanding
and mutual respect necessary for
good business relations.Knowledge
of business etiquette for expressing
individual personality is of
paramount importance.
Thank you