Business Etiquette

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Business Etiquette
Presented by MBA
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Business Etiquette Agenda

• Definition
• Importance
• Utilization
• Business Etiquette in India
• Types
• Conclusion
• Biblography

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What Is Etiquette?

• The set of
• Rules
• Forms
• Practices
• established for behavior in a polite, society or
  in official or professional life

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Business Etiquette

• The rules of good workplace manners
• Etiquette is the forms or manners established as
  acceptable or required by society or a
  profession.

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C-L-M

• Career
• Limiting
• Move

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Small Talk Openers

• Individuals
• Compliment, weather, food, current event
• I love your______. Is it a family heirloom?
• Group
• Something pertaining to everyone
• How do you all know each other?
• Will you be traveling this summer?
• Casual acquaintances
• General comments
• How has your year been?

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Small Talk Middle

• Safe topics
• Sports, books, movies, theater, art, travel
• Questions
• Ask, listen, elaborate with matching experience,
  Ask again
• Be more interested than interesting

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Small Talk Break-Away

• Stay no more than 10 min in one place
• Break-away lines
• I dont want to monopolize you.
• Im going to circulate.
• I see someone I must meet.
• Tell them you enjoyed speaking with them
• Discuss next steps
• Going for food, to next person, etc.

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How to Utilize Etiquette

• First Impressions
• Person-to-Person Interactions
• Business Correspondence

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First Impressions

• It only takes 15 seconds to make a first
  impression, but it may take the rest of your life
  to change a bad one.

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Making Positive First Impressions

• Determine audience
• Identify their expectations
• Establish objectives
• Dress, behave, and communication in a way that
  reflects audience expectations

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Judgement of first impression

• Within 30 seconds people judge your
• Economic level
• Educational level
• Social position
• Level of sophistication
• Level of success
• Within 4 minutes people decide your
• Trustworthiness
• Compassion
• Reliability
• Intelligence
• Capability
• Humility
• Friendliness
• Confidence

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Person-to-Person Etiquette

• Introductions
• Person of lesser status/authority is always
  introduced to the person of higher
  status/authority
• Introduction Steps
• Decide who has the most status/authority
• Customers, High Seniority Execs, Employees
• Address senior ranking person
• Mr. Seniority, Id like to introduce Mr. Less
  Important, our new associate.
• Turn to lower ranking person
• Mr. Less Important, this is Mr. Seniority, our
  President.
• Always look at the person who needs the
  information

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Business Correspondence

• Email
• Business Letter
• Interoffice Memo
• Report

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E-mail etiquttes

• The most common form of business communications
  to is email.
• Email is also the fastest way to communicate
  with other people.

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E-mail Etiquette

• E-mail only those people to whom your messages
  actually pertain todont send mass or chain
  letters
• M-ake a point of responding to messages promptly
• A-lways use spell-check and grammar check before
  sending messagesbe brief and clear
• I-nclude your telephone number in your message
• L-earn that e-mail should be used for business
  rather than personal usedont send anything you
  wouldnt want to see in public

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Tips for writing an e-mail

• Check subject matter appropriateness
• Ensure all recipients are needed
• Correct spelling and grammar
• Check email tone
• Harsh language and shouting

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Business Letter Etiquette

• A formal method used to communicate with people
  outside the office such as
• Customers people who buy products from and/or
  use the services the business provides.
• Suppliers people and other businesses that
  supply the goods for another business.
• Business letters are usually printed on company
  letterhead or stationery

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Business Letter Etiquette

• Check subject matter appropriateness
• Follow format
• Letterhead
• Date
• Recipient address
• 4 lines below date
• Salutation
• 2 lines below address

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• Body
• Closing
• Sincerely, Best Regards
• 2 lines below body
• Signature
• 4 lines below closing
• Copies
• 1 line below signature

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sample

• T M Office Supplies
• 23 Main StreetAnytown NC 27573
• Tele 339-555-2222Fax [phone]
• E-Mail jonesm_at_tm.com
• December 1, 2009
• Mary Jones
• Manager, Paper R Us
• 40 Paper R Us Drive,
• Paper Town, NC 27707

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Dear Mary Jones, Thank you for sending us
samples of your newest style of Post It. We like
what we see and are interested placing an order
however, we want to clarify the following
information 1). How many Post It is in box?
2). How many different colors can customers get
in one box? As soon as we receive a reply from
you will will place an order. Should you have
any questions please feel free to contact me via
any of the communications methods listed above. I
look forward to hearing from you very soon.
Again, thank you for the new Post It
sample. Sincerely, Mary Jones,
Manager Enclosure notation
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Memorandums

• In the office today, printed memos are seldom
  used.
• Memos today are primarily either
• gtKeyed in the body of an email message
• gtSent as an attachment to an email message

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Interoffice Memo

• Check subject matter appropriateness
• Be brief
• Follow format
• Who is suppose to act
• What should occur
• When it should start/end

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Report

• Purpose
• Address a topic at length.
• A possible new project or
• An ongoing project.
• Reports also describe the results of research.
• Key the title centered, in all caps two (2)
  inches from the top, QS after the title
• Key th body in DS

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International business etiquette

•  Etiquette, manners, and cross cultural, or
  intercultural communication have become critical
  elements required for all International and
  Global Business executives, managers, and
  employees. As international, multinational,
  transnational, multi domestic, and global
  business continues to expand and bring people
  closer, the most important element of successful
  business outcomes may be the appreciation and
  respect for regional, country, and cultural
  differences - known as cultural diversity.

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Business Etiquette ,India

• India is a culture where it is absolutely
  impossible to just drop in to conduct business
  and then fly away unaffected.
• India is not a monolithic culture but the
  kaleidoscopic variety also contains underlying
  streams of unity. One mentor gives you a valuable
  piece of advice on business

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Code of Behavior

• Six Ss to Meeting/Greeting
• Stand
• Shows respect
• Smile
• Encourages a smile from the recipient
• See
• Look into recipients eyes
• Shake
• Utilize proper greeting
• Speak
• Speak your name slowly and distinctly
• Say
• Say the recipients name

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TYPES OF BUSINESS ETEQUETTES

• Business Body Language Handshakes, Eye Contact,
  Posture, and Smiles
• Business Dress Etiquette
• Business Card Etiquette
• Business Manners for Job Interviewers
• Business Dining Etiquette
• Business communication Etiquette

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• Business Seating Arrangement
• Meeting Etiquette
• Networking Etiquette
• Business Phone Etiquette

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Business Body Language

• Eye Contact
• Posture
• Smiles
• Handshake

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Eye Contact

• Eye contact is one of the most powerful means of
  communication after words.
• It can be direct or indirect,
• long-lasting or short and more usually
  intermittent when talking to someone in normal
  conversation.
• Staring or holding eye contact for too long can
  make people feel uncomfortable and is unsettling.

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Eye contact

• Appropriate eye contact is important for
  effective communication.
• People who like or feel comfortable with each
  other engage in eye contact more frequently.
• People who avoid eye contact are likely to be
  feeling uncomfortable, guilty or embarrassed.

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Posture

• Sitting
• Standing
• Walk
• Turning head hand

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Sitting
Walk
Head motion
Standing
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Posture

• One of the first key things people notice is how
  you carry and present yourself. Do you walk and
  stand with confidence like -
• Stomach in
• Chest out
• Shoulders back
• Head up
• You also tell people through your posture if you
  are want others to approach you

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Smile

• Smiles are an important facial expression.
• They show interest, excitement, empathy, concern
  they create an upbeat, positive environment.
• Smiles can, however, be overused. Often, men
  smile when they are pleased women smile to
  please, You know which is the most powerful!

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Handshake

• Another vital component you need to bring to any
  interpersonal encounter is a firm handshake.
  Again, those few seconds you "shake" can empower
  or weaken a relationship.
• Men's handshakes are typically strong and firm
  because they naturally have a stronger grip.

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The Topper
The Pull-In
The Finger Squeeze
The Two-Handed Shake
The Bone Crusher
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The Limp Fish
The Palm Pinch
The Proper Handshake
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BODY LANGUAGE
NEGATIVE SIGNALS
POSITIVE SIGNALS

• Crossed arms defensive
• Fidgeting hands or tapping feet nervous or
  bored
• Lack of eye contact untrustworthy
• Leaning back discomfort

Leaning forward interest Smiling
friendly Nodding attentive and alert Eye
contact curious and focused
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Business Card Etiquette
you should always carry decent and presentable
cards with you. Cards in English are fine. You
don't need to print them in local languages.
Never use the left hand to give and receive
cards
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• Manage business card exchanges flawlessly
• Always have a supply of cards
• Ask for someones card before offering your own
• Present card face up
• Take time to look at received card
• NEVER turn down an offered card
• Be selective when distributing cards
• Be aware of international card etiquette

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Business dress Etiquette

• Business attire varies in different parts of
  India. It is better to dress slightly more
  conservatively than too casually.
• In India position in the hierarchy of business
  dictates formality of dress.
• Use common sense in dressing.

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What should I wear?
I Dont Think So !!
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Clothing Tips for Men

• Conservative 2-piece dark suit, navy blue or
  medium to dark gray.
• Long sleeved blue or white shirt.
• Silk tie complimenting in color or style
• Black dress socks
• Dark polished shoes and matching belt
• Jewelry No bracelets,
• earrings or large rings.

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Dress for Success
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Clothing Tips for Women

• Dark conservative suit. Two piece 1 or 2 button
  jacket and knee length skirt.
• White or light colored long sleeved blouse that
  is not low cut or sheer.
• Black well polished shoes with 1 to 1½ inch
  heels.
• Limited conservative jewelry

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Dress for Success
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Business Lunch/Dining Etiquette
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Lunch/Dinner Meetings

• You can survive!
• Consider preferences of guests
• Give specifics
• Make reservation and reconfirm day before
• Arrive 10 min early, look at table, meet server
• Greet guest at entrance. Guest precedes down
  aisle. Guest gets best seat. Seat yourself to
  their left.
• Offer menu advice to guests, order easy-to-eat
  food and limit drinks for yourself

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Contd.

• Reply promptly to invitation
• Only cancel on very urgent business
• Be on timecall restaurant and send message to
  host if late
• If you arrive before host, you may sit at table
  but eat nothing but water until host arrives
• Never order the most expensive item
• Take no notice of check. Do NOT offer to leave
  tip
• Thank your host!

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Lunch/Dinner Meetings--
Ordering Food

• Decide on your menu selections quickly
• Order medium-priced food
• Think about the mess factor
• Dont order alcohol
• Do not share a dessert

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Lunch/Dinner Meetings Dealing with the Food

• Put your napkin in your lap
• Wait for all people to be served before beginning
• Know which silverware to use with which food
• Cut your meat one bite at a time
• Break off small bites of bread and butter only
  one bite at a time
• Hold wine glass by the stem for whites and by the
  bowl for reds
• Take cues from the host-if in doubt, watch and
  copy

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Lunch/Dinner--Taboos

• Elbows on table
• Salt/pepper on food before tasting
• Talking with mouth full
• Drinking with food in mouth
• Gesturing with silverware
• Pushing back or stacking plates at end of meal
• Answering or placing cell phone calls at table
• Dunking anything into coffee or water
• Making a fuss over incorrect orders
• Arranging hair or applying makeup at table
• Picking your teeth at the table
• Asking for a doggy bag

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Lunch/Dinner Meetings--Extras

• Dont eat with your mouth full
• Keep one hand in your lap unless you are eating
  European style
• Remove anything from your mouth with the same
  implement that it went in with (except bones)
• Eat at a moderate speed
• Try to maintain some polite dinner conversation
• Never medicate yourself at the table
• If you must leave the table, place your napkin in
  your chair

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Lunch/Dinner Meetings Easy endings

• Knife and fork side by side in the 1020 position
  on dinner plate
• The host or person who has issued invitation pays
  (regardless of gender)
• If you are paying bill, handle it with waitperson
  as discreetly as possible
• As you depart table, refold your napkin simply
  and leave it to left of place setting

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Setting Arrengement
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• Knowing table etiquette will put you at ease.

Table management
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Cocktail Parties

• Work eventnot social
• Determine your strategy network with new people
  or certain known targets
• Dont just hang out with friends
• Enter room, step to one side, survey room
• Move toward friendly faces or already formed
  group
• If someone enters your group, greet them and make
  introductions

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Cocktail Party Tips

• Go to food table firsteasiest place to start
  conversations
• Stand in middle of room or near food table, stay
  away from walls
• Learn how to hold napkin, plate and glass in one
  hand
• Keep one hand free to shake hands
• Dont overindulge in alcohol
• Maneuver among peopledont get stuck

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Effective Appropriate Business Communication

• What is Communication?
• The exchange of information between sender
  and receiver. Without a sender and a receiver
  there is no communication.

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BASIC SKILLS

• Basic skills are tools for getting information
  and sharing ideas. These skills are
• Speaking
• Listening
• Reading and
• Writing

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• Speaking is important when you speak, you want
  your listeners to get your point.
• You need to have a clear idea of your
• Purpose goal/reason for speaking
• Audience the person or group to whom you are
  speaking.
• Subject Your main topic or key idea when you
  speak.

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• Connect With Your Audience
• Make eye contact with your listeners.
• Address people by name if possible
• Match Your Body Language to Your Message
• Check your Posture and facial expressions
• Use appropriate gestures

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Business Manners for Job Interviewers

• Dress to impress-
• Conservative dark suit
• Well groomed

• Arrive early-
• 20 minutes minimum
• Allow for travel, bad
• directions, weather, etc

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• Find out what the job responsibilities are.
• Find out and record where, when, and with whom
  you will interview with.
• Prepare a resume

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Dos Donts

• Dos
• Know something about the company
• Read the ad and make a list of what they want
• Practice your intro
• Dress appropriately
• Show up on time
• Positive attitude, smile, show interest
• Good eye contact
• Ask questions

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• Donts
• Expect your resume to do the work
• Talk negatively about former companies or
  co-workers
• Be late
• Wear cologne or perfume
• Too weak or too strong handshakes
• Yes/No answers only
• Body posture/Non-verbal signals.

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Meeting Etiquette

• Always have your calendar, notebook pen
• Never bring up personal problems/issues in a
  professional situation
• Avoid you talk
• Stay on schedule
• In conference rooms hang back until power players
  have taken seats ends and middle sides of table
  are power seats

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Professional Etiquette Meeting
and Greeting

• Handshake offer entire hand, web-to-web, shake
  lightly and release
• Know whom to introduce first
• Junior to senior
• Fellow worker to client
• Eliminate slang/jargon from your vocabulary
• Always on time, always organized, always ready

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Meeting Etiquette TIPS

• Always have your calendar, notebook pen
• Never bring up personal problems/issues in a
  professional situation
• Avoid you talk
• Stay on schedule
• In conference rooms hang back until power players
  have taken seats ends and middle sides of table
  are power seats

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Networking Etiquette
What is Networking

• Is not about superficial connections and brief
• encounters.
• Its about cultivating relationships with others
  in a meaningful way so that you have people to
  turn to when you need information and support,
  and people you can help when they need someone to
  turn to.

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Business networking in
social situations

• Never introduce yourself by your title
• Name tags on your right shoulder
• Keep your right hand free
• Stay informed of current events
• Maintain eye contact

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Where, When and How to Network

• Write down the names of 25 people in your network
• Brainstorm using the categories
• Family/Friends
• Social Acquaintances/Community/Volunteering
• contacts
• Professional Contacts
• Educational Contacts
• Service Providers

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The Four Es

• Establish .. eye contact
• Extend . your hand
• Exchange business cards
• Engagein conversation

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Dos

• Network broadly
• Make it easy. Ask if they prefer phone or face to
  face
• Stay connected! Follow up. Let contact know how
• your career is developing. Send thank yous
• Learn what the person values and see how you can
• meet their needs. Be valuable by sharing
  information
• and contacts
• Think of every social situation as an opportunity
  to
• learn something new- human behaviour, cultural
• trend
• Maintain contact in good times and bad

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Dont

• Equate endless lunches with networking
• Confuse the level of someone with their ability
  to
• helpful and informative
• Confine yourself to people just like you
• Be a fair weather networker
• Promise to someone that something will be
  beneficial
• unless you really know the person will really
  benefit

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Business Phone Etiquette

• Answer the phone with your name and company (or
  department)
• When placing calls, state your name and company
  or department immediately when phone is answered
• Speak clearly
• State the purpose of your call
• Only use speakerphone for conference calls
• Always smile when using the phone
• Say please and thank you
• Judge your audience before making small talk
• Return your calls

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Contd..

• Realize proper usage of mobile phones in business
• Understand how to leave an adequate voice message
• Check messages frequently on a daily basis
• Avoid using in a restaurant, movie, church, or
  meeting
• Limit your conversation when in close quarters
• Use a quiet voice
• Dont give out credit card
• Refrain from using when driving

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Office etiquettes

• Be self-aware-use common sense
• Mind your own business
• Avoid strong cologne
• Never ever go over your supervisors head
• Obey your companys business dress attire
• Keep your germs to yourself
• Treat every employee with the same respect
• Do not post things of an offensive nature
• No matter your job or your title, always hold
  yourself to a higher standard

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Correspondence Etiquette

• Every written invitation gets a response unless
  it asks for money
• Respond within 1 week
• Follow directions for response
• Special instructions (dress code) will be in
  lower corners
• Envelope will indicate if you may bring guest
• Send Thank you letters
• Always include a cover letter for written
  documents
• Sit on written documents for 24 hours (if
  possible)

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Conclusion

• Be cognizant of your interactions with others
• Treat others how you want to be treated
• Think before you act

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Bibliography

• www.google.com
• www.business.com
• www.wikipedia.com
• www.sideroad.com

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Any Questions
?
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Thank You
Have a nice day