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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
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 nonverbal 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 countryfolded 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 MattersSecure 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.
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