Business Etiquette

Business vs. Social Behavior

• Fundamental differences
between social and business
etiquette in terms of . . .
• Gender
• Ability
• Introduction
• Technology
• Meals
 Always stand for handshakes.

Know who should initiate the handshake.

Handshake A proper handshake begins when the web of

Rules
your hand meets the web of another’s hand.

Consider age, physical ability, and health

issues.

Avoid the ouch.

 Offer your
hand only
after an Avoid offering
introduction a “fish hand”.
has been
made.
Handshake
Rules
Use just one Shaking a
hand. sweaty hand.
Handshake Tips

1 2 3 4 5 6 7
Mind your stance. Begin with an oral Contact web to Pump your hand. Shake from your Adjust your grip. Release your
introduction. web. elbow. hand.
Handshake Customs

Middle Eastern men: shake hands & kiss on both cheeks

Russians: bear hugs between male friends, followed by a firm handshake.

Greeks: shake hands, embrace, and kiss a person at the first meeting or every
meeting.

India and Saudi Arabia: handshakes are only between men.

Handshake Customs

01 02 03
Germany: gauge if a Finland: greet women southern/western
woman associate before men with a africa: longer, lighter
would extend her hand handshake. handshake using less
in greeting rather than energy
assume that all women
shake hands.
Business Card Etiquette

It should convey a
It should present
positive, It should have your It should feature
essential
interesting, and logo. your catch phrase.
information.
professional image.

Typeface and text

There is good use of The back of the It is the right size
size are easy to
color. card is used wisely. and shape.
read.
QR Code
• Quick response (QR) codes are those
pixelated boxes that people can scan with
their phones. Adding this to your business
card will convey a techno-savvy, up-to-
date image.
• Card Contact Information
• URL
• RSS Feed
• Location
Protocols of Exchange

Give the card in such a way that the

person who is receiving it can read its
contents without having to turn it
around.

Do not carry your cards loose in your

pockets. Do not hand out bent or dirty
cards. Invest in a small, discreet, yet
classy card case.
Protocols of Exchange

Always make a positive comment about a card when you

receive it. Do not put it away immediately.

Your business card should be up-to-date.

Although it’s okay to ask for a person’s card the first time you
meet them, you shouldn’t if they are in a higher hierarchical
position than yourself. Wait until they offer you their card.
 Protocols of Exchange

BUSINESS CARDS SHOULD BE EXCHANGE DURING A SOCIAL EVENT, OFFERING YOUR DO NOT PRESENT YOUR BUSINESS CARD
AT THE BEGINNING OF A MEETING. CARD PRIVATELY IS FINE, BUT DON’T DO IN THE MIDDLE OF A SOCIAL DINNER.
ANY BUSINESS- RELATED TALK. WAIT UNTIL YOU’VE LEFT THE TABLE.
 Protocols of Exchange

GIVE AND RECEIVE CARDS WITH YOUR NEVER WRITE ON YOUR CARD OR ON ANY NEVER LEAVE YOUR HOME OR OFFICE
RIGHT HAND. CARD YOU RECEIVE IN FRONT OF THE WITHOUT BUSINESS CARDS.
GIVER UNLESS DIRECTED TO DO SO.
 Protocols of Exchange

If a person gives you his/her business card, you Do not pass your cards out like you’re
should offer yours in return. Not doing so is advertising an upcoming event.
considered rude.
InternationalProtocols: Japan
and Korea
International Protocols: China
International Protocols: India
International Protocols: UK &
USA
 Workplace Etiquette: Dealing
with Colleagues
• Build mutual respect
• Ask before borrowing anything
• Respect your colleagues and their opinions
• Credit your co-workers for their contributions to a
project
• Don’t fall asleep at your desk
• Don’t come to work sick
• Respect your co-worker’s private space
• Don’t put your colleagues or company down.
• Remember people’s names
 Workplace Etiquette: Dealing
with Colleagues
• Maintain a productive environment
• Keep your desk or workstation tidy
• Be careful when having conversations
• Aim for a tranquil atmosphere
• Watch those smells
 Workplace Etiquette: Dealing with Colleagues

• Preserve your self-respect

• Don’t swear
• Keep the rude jokes to yourself
• Don’t ask anyone to lie for you
• Run your errands yourself
• Watch what you talk about
Office Party Etiquette: Survival Tips On . . .

Alcohol Attendance Attire

Behavior Conversations Interactions

Introductions
Workplace Romance & Confidentiality

x
 Dealing with Office Pests

The Chatterbox The Gossip

?
 Dealing with Office Pests

The Complainer The Delegator

IN S
A
Do this!

P L
M
CO
Do that!
 Dealing with Office Pests

The Credit Grabber

Credit I did it
to
me!
alone!
#Imthe Made it
without
BEST any help!
Netiquette: Wired and Wireless Communication
Essentials

• Cyberslacking
• also referred to as cyberfloating, cyber
deviance, Internet abuse, or junk
computing
• it is the use of the Internet and mobile
technology during work hours for
personal purposes
Netiquette: Wired • According to a survey by vault.com, 25% of
and Wireless employees use the Internet for personal
use during office hours, at least ten
Communication minutes a day; 13% of workers use the
Essentials Internet for at least two hours a day.
Internet Usage Policy

As an employee, you are Never access sites that

expected to use the net contain obscene,
responsibly and unlawful, or illegal
productively. matters.

Do not use your

Do not install software
workplace computer to
without permission,
download anything
especially if it is
pirated; don’t hack sites
unlicensed.
and passwords.
E-mail Etiquette

1 2 3 4 5 6 7
Be concise and to Answer all Use correct Answer swiftly. Attach only Use proper Do not write in
the point. questions, and then punctuation, necessary files. structure and capitals.
some. spelling, and layout.
grammar.
E-mail Etiquette

01 02 03 04 05 06
Don’t leave out Add disclaimers Explore the use Mind those Do not forward Do not use email
the message to your emails. of the bcc field. emoticons, chain letters. to discuss
thread. textese, and confidential
chatspeak. information.
 Keep your
language gender
E-mail neutral.
Etiquette
Make it personal.
 Using Social Media

• Whom you connect with

• Keeping friends and family separate from
business spheres
Four Things To Will I offend?
Ask
Do I mind who sees this?
Yoursel
f How many posts are too
Before much?
Posting Did I spell check?
 Workplace Cell Phone Etiquette

THE USE OF CELL PHONE CELL PHONES IN YOUR PERSONAL VOICE

IN THE WORKPLACE MEETINGS MAIL
 Elements of a Good Voice Mail Greeting

GREETING YOUR NAME YOUR COMPANY NAME STATEMENT THAT YOU INVITATION TO LEAVE A WHEN THEY CAN
AND/OR DEPARTMENT CANNOT TAKE THEIR MESSAGE EXPECT A RETURN CALL
NAME CALL RIGHT NOW
 Elements of a Good Voice Mail Greeting

WHO THEY CAN CONTACT OR NO LONGER THAN 20-25 SECONDS AVOID GIVING OUT SO MUCH
IMMEDIATE ASSISTANCE (IF (RULE OF THUMB) INFORMATION AND MAKING AN
POSSIBLE) OVERLY LONG GREETING
Telephone Etiquette

Around 70-80% of today’s business is Answering the telephone

conducted over the telephone
Must be answered within two-three rings
Value the caller, don’t make him/her wait
Say your script with a smile
Set the good tone
Always speak in warm, audible, clear, and
moderate voice.
 Telephone Etiquette

01 02 03
Don’t drink, eat, or smoke If you need to clear your Always sound professional
while talking into the throat, sneeze, or cough, and pleased to hear from
mouthpiece. excuse yourself, cover the someone and ready to
mouthpiece, and do your deal with his/her
business away from it. concerns, even if he/she is
your most irritating client
on the line.
Telephone Etiquette

• Handling telephone calls

• Place your call when you know it’s convenient for the other person to
talk.
• Always identify yourself or your company immediately and
confidently.
• If you make a long-distance call and the other person isn’t
available, leave your name and say you’ll call back.
• Give full attention to the caller.
 Avoid doing unnecessary typing or whispering.

It’s always a good habit if you repeat the information

Telephone back to the client before ending the call or when taking a
message. Verify and summarize the main points of call.

Etiquette Use the person’s name during the conversation; it’s

music to her/his ears.

The caller should be the first person to hang up the call

and not the call recipient.
 Telephone Etiquette

Telephone messages
• Making and receiving calls
• Leaving a message
• Taking a message

For a while vs. one moment, please

Yes and no vs. yeah, yah, yep, nah, or nope

Can vs. may

Thank you! 