BUSINESS ETIQUETTES

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SESSION 12

• BUSINESS ETIQUETTES

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SESSION OVERVIEW

• Part I Appearance
• Part II Workplace Etiquettes
• Part III- Office Etiquettes
• Part IV Food Etiquettes
• Some Common Mistakes in Parties
• Test your Business Etiquettes

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INTRODUCTORY THOUGHT

• Compare a Raw Diamond

to a Polished Diamond
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INTRODUCTORY THOUGHT

• Etiquettes can bring your real value in the
  market place as a polished diamond.

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WHAT ARE ETIQUETTES ?

• Etiquettes are the manners, protocol or the way
  of behavior one presents during his/her
  interactions with people.

Every action done in company ought to be done
with some sign of respect, to those that are
present .George Washington
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WHY ARE ETIQUETTES IMPORTANT

• Professional Etiquette influences success as it
  differentiates people in a competitive market..
• People who have proper etiquette move up the
  ladder faster get rewarded better.
• Without etiquette, you limit your potential, risk
  your image, jeopardize relationships that are
  fundamental to business success.

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Good etiquettes are just good human relations.
Being polite is right, it makes people feel
cared about and important.
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CREATE AN IMPACT

• Integrity
• Manners
• Personality
• Appearance
• Consideration
• Tact

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PART I APPEARANCE
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APPEARANCE

• Dressing
• Grooming

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DRESSING

• First impressions count.
• An initial impression is made up of
• Non-verbal perceptions (55)
• Vocal quality (38)
• Words (7)
• First impressions are made within five (5)
  seconds.

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YOU ARE WHAT YOU WEAR!

• People make the following decision about you in
  the wink of an eye when they meet you for the
  first time
• Your economic level
• Your education level
• Your trustworthiness
• Your social position
• Your level of sophistication
• Your economic heritage
• Your social heritage
• Your educational heritage
• Your moral character
• Your success

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THE SUCCESS FORMULA

• The following attire gives a person complete
  control over the group.
• Black\Blue suit Black and blue are the colours
  of authority
• White Shirt
• Red color tie up to the waist
• Black socks
• Black shoes
• Sober buckled belt

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DRESSING FOR WOMEN

• Salwar/Suit/Saree
• Shoes
• Purse
• Watch
• Jewellery
• Cosmetics
• Casuals

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DRESSING

• When buying suits, ties and shirts, professionals
  should always look at the best quality they can
  afford and then spend 10 per cent more.

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REMEMBER

• ONLY THE RICH
• Can afford cheap clothing

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GROOMING

• Good grooming is the essential basic, so invest
  as much time as you need in front of the mirror
  before you go out. Then forget about how you
  look. It's not smart to be fussing over yourself
  in a meeting. Important parameters are
• Hair Care
• Nails
• Skin Care
• Odour

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PART II WORKPLACE ETIQUETTES
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WORKPLACE ETIQUETTE

• When in office
• Email
• Telephone
• Voice-Mail
• Cell Phones
• Answering Machines

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WHILE IN OFFICE.

• Speak in English
• Usage of office resources
• Punctuality
• Lunch
• Dealing with Seniors and colleagues
• Group behavior
• Hospitality

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EMAIL ETIQUETTES

• Check the organization's email policy
• Think about the message content before you send
  it out.
• Make sure that content is relevant to the
  recipients.
• Be polite.
• Trim any quoted message down as much as possible.
  
• Use humor and irony sparingly

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EMAIL ETIQUETTES

• Ensure that you have a relevant "Subject" line.
• Try to quote from the original message where
  relevant.
• Be patient, especially with inexperienced email
  users.
• Include a brief signature on your email messages
  to help the recipient understand who it is from.
• Be careful when replying to mailing list
  messages, or to messages sent to many recipients.
  
• Remember to delete anything that isn't needed or
  is trivial.

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TELEPHONE ETIQUETTE

• Vocal quality counts for 70
• Words spoken count for 30
• What you say and how you say it are important
• Be sure listener gets message loud and clear
• Dont chew, eat or drink while on the phone

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BUSINESS TELEPHONE ETIQUETTE

• Never leave a caller on hold for more than a
  minute
• If you need to speak to a co-worker who is on the
  phone, leave and try again later
• Dont listen in on co-workers phone
  conversations
• When using a cellular phone in public, try not to
  bother others - keep it short and discrete
• Use your speakerphone sparingly

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VOICE MAIL ETIQUETTE

• Leave a clear and complete message including
• Your full name and title
• Your phone number
• A time which is best to reach you
• (Briefly) the purpose of your call

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PART III OFFICE ETIQUETTES
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OFFICE ETIQUETTE

• The Proper Handshake
• Introductions
• Complimenting
• Mastering Manners
• Business Visits
• Manners speak louder than words
• Business Cards
• Strategies for Effective Meetings

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THE PROPER HANDSHAKE

• Keep thumb up and touch webs before wrapping the
  fingers around the other persons hand.
• Start and stop crisply during the handshake
• Do not continue through the entire introduction

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INTRODUCTIONS

• Always remember to introduce the person of lesser
  importance to the person of higher importance.
• Introduce a younger person to an older person, a
  co-worker to boss, boss to a client (the client
  ranks higher in importance than anyone else in
  the company!) and lay person to an official.
• Whilst being introduced, stand up, or at least
  make an attempt to rise. Smile and greet the
  person before shaking hands.

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COMPLIMENTING

• Never ask people where they got their clothes or
  what they cost.
• Dont talk about what you paid for clothes or
  brag about designer labels.
• If someone compliments you, its not necessary to
  return the compliment.

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MASTERING MANNERS

• Eyes are the windows to a persons soul.
• Eye contact creates a strong connection between
  two people and also creates an impression of
  sincerity and trustworthiness.
• Listen actively
• Punctuality Is The Politeness Of Kings

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STRATEGIES FOR SUCCESSFUL MEETING

• Do your homework
• Bring all necessary material
• Dont Play
• Turn off cell phones and pagers

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SPEAK UP

• Think before you speak
• Be brief
• Get to the point
• Avoid confrontational language
• No public criticism

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THE AGENDA

• List discussion items
• Designate who is responsible for each item
• Amount of time devoted to each item
• Handle most important items first
• Distribute well in advance of the meeting

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PART IV FOOD ETIQUETTES
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PLACE SETTING

• Liquids on the right
• Glassware
• Water glass
• Cup and saucer
• Knives and spoons
• Solids on the left
• Bread and butter plate
• Salad plate
• Napkin
• Forks

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IDENTIFY THE FOLLOWING
12
13
7
4
14
8
3
9
10
5
11
1
2
6
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SOLUTION
8 Dessert Fork 9 Dinner Knife 10 Salad Knife 11
Soup Spoon 12 Water Goblet 13 Wine Glass 14
Sherry Glass

• 1 Salad Fork
• 2 Dinner Fork
• 3 Bread and butter plate
• 4 Butter spreader
• 5 Napkin
• 6 Place Plate
• 7 Dessert Spoon

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ENJOY THE MEAL- BASICS

• Dont talk with food in your mouth
• Dont order messy foods
• Dont burp
• Elbows off the table
• Go to the restroom to remove stuck food
• Pace your eating (stay with the group)

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ENJOY THE MEAL - SEASONING

• Salt and Pepper are married
• Removing bad food
• The way it comes in is the way it should come out
  (pits,bones)
• Use your fork to place on the side of the plate
• Bad food/other items should be discretely removed
  with your napkin

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USING A FINGERBOWL

• At a formal meal, just before dessert, the
  fingerbowl may be brought to you on a doily on a
  dessert plate. Pick up the bowl and doily and
  place them on the upper left hand corner of your
  place setting.
• This is not the time for a thorough wash and wipe
  session. Dip fingertips of one hand and then the
  other in the bowl and wipe discreetly on your
  napkin.
• Don't try to clean your mouth at the dining
  table. Dab your lips with a napkin and save the
  rest for the washroom.

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SOME COMMON MISTAKES IN BUSINESS PARTIES
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TEST YOUR BUSINESS ETIQUETTES