Professional Business

Etiquette and Effectiveness

You will never get a second chance
to make a first impression

• The first impression is made within 10 –

30 seconds
• 55% is from your appearance
• 38% is from the way you present
yourself
• 7 % is from what you say
 Business Introductions

• People like their names spelt and pronounced

properly. In an introduction, if you are not sure, ask
for it again.
• Introduce the senior to the junior, regardless of the
sex. Ladies first does not apply in a business
introduction.
• The junior should stand when introduced by a senior
to another person.
 Business handshake.

• Always avoid a weak or a very hard handshake.

• Don’t take the other person by half the hand either.
• Clasp your whole hand around the other person’s
and give him a firm handshake.
 Greeting a VIP or Guest

• If you see your boss or a guest coming to your

room, always stand, greet and ask how you can help
him or her.
• If the guest enters into your room or office, get out
from behind your desk to greet and assist him.
 Business Card Etiquette

• Present business card with both hands facing the

other person in the manner that he can read.
• If you consider the other person to be more
important you should always receive his card with
both hands before you present him yours.
• Do not put it away. Take time to read the details and
when sitting down put business card on the table.
 Business Appointments

• If you are late for appointments, always apologise. If

you are late for a meeting, apologise for being late
and quickly settle down.
• Always let the chairperson know before the start of
the meeting if you have to leave early. When it is time
for you to go, gather your things quietly, whisper
“excuse me” to the persons sitting next to you, an
leave.
 Business criticisms

• When you are the one being criticised, don’t react by

being defensive or just as hurtful. Check yourself for
any truth in what is being said.
• If your colleague is being criticised when he is
absent, show a little loyalty and suggest, “why don’t
we wait till he’s here and hear what he has to say?”. In
doing that, you build their trust in you.
 How to Build Rapport

• Greet everyone you meet with a smile, eye contact

and a handshake.
 How to Build Rapport

• Stand for all introductions. Walk around a table or

desk to meet your new acquaintance.
 How to Build Rapport

• Keep your beverage in your left hand so your right

hand is left dry for shaking.
How to Build Rapport

• Remember the person’s name. Focus on the name

when you first hear it and use it during your
conversation.
 How to Build Rapport

• Focus on what your acquaintance values in your

conversation; e.g. his golf game; his children; his
business interests. Allow her to do most of the
talking.
 Dining with Dignity

You are how you eat. The way you

eat demonstrates your manners and
can invite disgust or leave a good
impression.
It shows the kind of person you
really are.
 Dining with Dignity
Always wait till the elders are seated
before you start eating
Don’t eat greedily. Never pick the
choice bits on the plate. Just take
whatever is nearest to you.

Never pick up the last piece on the plate without offering it

around.
Refrain from reading or handling your mobile phone at the
table once the meal service has started.

Nobody should leave the table until everyone has

finished. If you need to leave early, apologise and ask to
be excused.
 7 attributes of a highly
professional person

1. Be friendly but not familiar

When addressing customers, always start off formally

unless you have the other person’s permission to
address him by his first name.
Also take care not to shorten one’s name,
e.g.”Samantha” to “Sam” and “Richard” to “Rich” or
“Rick”.
You will come across as being casual or unprofessional.
 7 attributes of a highly
professional person

2. Be sensible and discreet

If you have access to private and confidential

information about a client ot an office matter, do not
broadcast it to your friends or colleagues. Breaking a
client’s of friend’s confidentiality will cause them to lose
trust in you.
 7 attributes of a highly
professional person

3. Be willing and respectful

When called upon to do an assignment, do not show

reluctance or worse, unwillingness. If it is beyond your
ability, seek your colleagues’ help by saying “You’re
better at this than I. Would you mind showing me how I
should …..”
 7 attributes of a highly
professional person

4. Be authoritative but not autocratic

When you need to reprimand or correct someone, never

do it in an open office. Do it in the privacy of an office or
conference room.

Any display of anger or criticism should be private,

never public and great bosses say “sorry” and “thank
you”.
 7 attributes of a highly
professional person

5. Always be considerate and sensitive

Be aware about hurting the feelings of others. When

solving problems always focus on the problems, not on
the person.

On the other hand, if you’ve been hurt, remember, your

feelings and your thoughts about anything, any
occurrence, are your own responsibility, nobody else’s.

We are a product of our choices, not our cicumstances.

 7 attributes of a highly
professional person

6. Have a big positive, mental attitude

When confronted with a mega-sized problem, do you

say “ I can” or rather “I can’t”.

Cultivate a great positive mental attitude and you will be

surprised how much more you can achieve.
 7 attributes of a highly
professional person

7. Be a team player

Nobody likes to work with someone who is selfish

enough to think of “I, me and myself” all the time.

Don’t be selfish, share the success and sometimes the

disappointment of your team and continue to give the
best you can always.