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Business Etiquette


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Title: Business Etiquette

Business Etiquette
Presented by MBA
Business Etiquette Agenda
  • Definition
  • Importance
  • Utilization
  • Business Etiquette in India
  • Types
  • Conclusion
  • Biblography

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

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

  • Career
  • Limiting
  • Move

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?

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

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.

How to Utilize Etiquette
  • First Impressions
  • Person-to-Person Interactions
  • Business Correspondence

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.

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

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

Person-to-Person Etiquette
  • Introductions
  • Person of lesser status/authority is always
    introduced to the person of higher
  • 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
  • Always look at the person who needs the

Business Correspondence
  • Email
  • Business Letter
  • Interoffice Memo
  • Report

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

E-mail Etiquette
  • E-mail only those people to whom your messages
    actually pertain todont send mass or chain
  • 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

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

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

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

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

  • T M Office Supplies
  • 23 Main StreetAnytown NC 27573
  • Tele 339-555-2222Fax 336-553-2223
  • E-Mail
  • December 1, 2009
  • Mary Jones
  • Manager, Paper R Us
  • 40 Paper R Us Drive,
  • Paper Town, NC 27707

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

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

  • 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

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.

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

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

  • 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

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

Business Body Language
  • Eye Contact
  • Posture
  • Smiles
  • Handshake

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
  • Staring or holding eye contact for too long can
    make people feel uncomfortable and is unsettling.

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.

  • Sitting
  • Standing
  • Walk
  • Turning head hand


Head motion
  • 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

  • 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!

  • 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.


The Topper
The Pull-In
The Finger Squeeze
The Two-Handed Shake
The Bone Crusher

The Limp Fish
The Palm Pinch
The Proper Handshake
  • Crossed arms defensive
  • Fidgeting hands or tapping feet nervous or
  • Lack of eye contact untrustworthy
  • Leaning back discomfort

Leaning forward interest Smiling
friendly Nodding attentive and alert Eye
contact curious and focused
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
  • 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

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.

What should I wear?
I Dont Think So !!
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.

Dress for Success
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
  • Limited conservative jewelry

Dress for Success
Business Lunch/Dining Etiquette
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

  • 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
  • Thank your host!

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

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

  • 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

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

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
  • Knowing table etiquette will put you at ease.

Table management
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
  • If someone enters your group, greet them and make

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

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.

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

  • 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
  • Subject Your main topic or key idea when you

  • 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

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

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

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

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

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

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

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.

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

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

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

  • Network broadly
  • Make it easy. Ask if they prefer phone or face to
  • 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
  • and contacts
  • Think of every social situation as an opportunity
  • learn something new- human behaviour, cultural
  • trend
  • Maintain contact in good times and bad

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

Business Phone Etiquette
  • Answer the phone with your name and company (or
  • 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

  • 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
  • Limit your conversation when in close quarters
  • Use a quiet voice
  • Dont give out credit card
  • Refrain from using when driving

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

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
  • Sit on written documents for 24 hours (if

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



Any Questions

Thank You
Have a nice day