BC IX Corp Etiquette

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Business Communication


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Business Etiquette

Learning Outcomes To understand basic corporate etiquette

To enhance comfort level in formal business

situations


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Business Etiquette

Agenda

What is Etiquette ?

Basic Rules of Etiquette Handling Introductions

Telephone Etiquette

Business Dining

Business to Business Etiquette

Respect Hierarchies


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What is Etiquette ?

The word Etiquette means conventional

rules of social or professional conduct

Unwritten rules Help you realise your behavior is appropriate

or inappropriate .

Fundamental rules that get business done Ignorance will lead to being singled out as

loners or Headstong persons


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Basic Rules of Etiquette

The Art of Introduction Positive FirstImpression

Rules for making introductions correctly

In case of prior fixed meeting ,introduceyourself first by telling your name and purpose

Do not use honorific words ,such as

Sri,Smt,Mrs ,Mr,Ms while referring to yourself Speak your name slowly and clearly Distinct

articulation .


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Meeting and Greeting

Who introduces who?

Traditionally, a man is always introduced to awoman. Not necessarily in business.

Highest person of rank is mentioned first.Remember: Big, may I introduce Small.

A younger person is always introduced to an olderperson

It is helpful to include the persons title

Always state your name.


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Entering a room

The Art of Introduction-

Lowest-ranked person

TO

Highest ranked person

JuniorTO Senior

FamilyTO Stranger

Female TO Male

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How to introduce other persons-

The Protocol

Person of highest rank

is introduced to others:

ie Mr. Senior, I wouldlike you to meet VP, Mr.

Junior. Mr. Junior, this

is Mr. Senior, President.

Clients are alwaysintroduced first


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Tricks for remembering names

Repeat the persons name a few times to

yourself after youre introduced.

Use the persons name immediately in the

conversation after an introduction.

Immediately introduce that new person to

someone else you know.

Jot down the persons name


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Handshakes-Must be accompanied by

eyecontact and a genuine smile


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The Pull-In


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The Two-Handed Shake

(Politicians Handshake)


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The Topper


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The Finger Squeeze


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The Bone Crusher


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The Palm Pinch


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The Limp Fish


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GreetingsWhen meeting someone

rise if you are seated. smile and extend your hand.

repeat the other personsname in your greeting.

A good handshake is important

it should be firm and held forthree-four seconds.

In the todays business world it isnot necessary to wait for a femaleto initiate the handshake. Females

& males should both be ready toinitiate the handshake.


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Basic Telephone Etiquette

Handling business calls requires awareness of

our unconscious actions which often amounts

to bad manners or lack of appropriate skills of

effective invisible interpersonal

communication

The way we receive,respond,speak, or hang

up is as often important as what iscommunicated


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Calling Handling

Be brief and concise

Prepare before calling

How to begin or receive a call

If the call is cut off


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Common Telephone Courtesies

Use polite words -Please , Thank you

Use Interrogative form for making request

Could I or May I instead of direct categoricalstatement like I want to talk to

Seek permission for holding calls

Calling at odd hours


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Dining Etiquette

A set of rules that govern the expectations of

social and dining behavior in a workplace,

group or society. Table manners are visible signs that you are a

polished and knowledgeable professional.


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Interviewing Meals

Employers need to trust you can represent

them in social settings with customers, clients,

colleagues and competitors. They will be

watching your dining manners.

The focus is on the interview, not the food!

Eat a light snack before you go, as you might

not get to eat much.


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The Name Tag

Name Tag should be placed

on the right hand side of

your front shoulder area

The logic:When shaking

hands it allows for a

natural progression for theeyes to the name tag


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Formal Dinners


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Table Settings

Solids to the left Liquids to the right

bread and drink

Pick up silverware from the outside in toward your plate

Put napkin on lap as soon as host does.

Napkins remain on your lap until completion

of meal. Never use as a bib.


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Table Setting


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Ordering

Take your lead from your host when ordering.

Do not order the most expensive item on themenu.

Order something that will be easy to eat andnot messy no spaghetti, chicken wings, ribs,etc.

Do not order alcohol! If the host orders abottle of wine and insists, only have ONE glass.


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Service

Wait for your host/hostess to pick up his/her

fork to eat first.

Wait until everyone at the table has been

served before beginning to eat.

Never reach across the table for something,

always ask for it to be passed.


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Service

Salt and pepper are always passed together.

Food is served from the left and dishes are

cleared from the right. Everything gets passed to the right. If you are

first to take the bread basket, offer to your left

first, take your piece, then pass to the right.


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Proper Starting

Position

Solids on

your leftLiquids on

your right


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Utensils

Do not make a fist around the handle of theutensil.

Continental style: cut food one bite at a time,

use the fork in left hand, tines down, to spearthe food and bring to mouth.

American Standard style: cut food a few bites

at a time, lay the knife across the plate (sharpedges toward you), and switch fork to righthand to eat.


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American Style Of Eating


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American Style

Resting Position


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American Style

Finished Position


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European Style ofDining

Follow Step One of American Style.

Leave your knife and fork in same position as

StepO

ne. Take bite with fork in left hand and place food

in mouth with tines face down.


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European Style ofDining


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European Style

Resting Position


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European Style

Finished Position


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Using Napkins

Place your napkin on

lap after every-one has

been seated. Fold your napkin in half

with crease toward you.

Use your napkin as

necessary.

Place your napkin on leftside of plate when

temporarily leaving table. Leave napkin in lap until

everyone is finished.

Place napkin to right ofplate at end of meal.


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Drinking Beverages

If the glass has a stem, hold the glass by the

stem to preserve its chill.

Tuck empty sugar packs, plastic cup from

creamer under the rim of your plate or under

the edge of saucer or butter dish


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Take small bites, keep yourmouth closed and finish

chewing before continuing

your conversation.

Try not to gulp your food, itisn't very attractive.

Do not blow on food that is

hot.Wait until it cools or eat

from the side of the bowl,

when having soup.


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Posture and Elbows

Sit straight and try not to

lean on the table.

Keep your elbows off the

table and close to the bodywhen you are eating.

However, when you stop to

talk, it is okay to rest your

elbows on the table and

lean forward.


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Bread and rolls should be broken with your fingers, insmall pieces and buttered one piece at a time.

Cut several pieces of meat(or main course) at a time.

Use your knife to cut lettuce if needed.


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Excusing Yourself and Problems

Be discrete if you have problem with the food.

Remove food the same way it went in-on silverware.

Excuse yourself, if you have to leave the table.

Turn your head from the table when you cough orsneeze.

If someone uses your bread plate as their own do not

inform them of their mistake, simply use your dinnerplate. Do not use the bread plate on your right as areplacement.


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What to do when finished with

your mealand

Leave your plate where it is, do not push it

away.

Place knife & fork horizontally or diagonallyin the plate. (Indicates to server you are finished)

Place the napkin to the left or right of your

plate, or in the center of your plate.

AndWhoever extended the invitation to

dinner should pay the bill.


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More Important Tips.

Always be on time. If you are late, call thehost/hostess.

If you are uncertain about how or when to use acertain utensil, watch others and do what the

majority of them do. If a little bowl of water is on the table, or appears

with the dessert, wash tips of your fingers in it.Dry them on your napkin.

Meat ordered with bones, should be eaten withknife & fork (cornish hen, ribs). Never use yourfingers.


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More Important Tips.

Ordering spaghetti (shell pasta) easier to eat

Eating peas from a dinner plate use knife to pushpeas onto plate. Eating out of a bowl, use spoon.

Never discuss controversial issues (religion,politics)

Never chew gum

Do not talk with mouth full of food

Do not apply make-up, lipstick at the table

(May not be able to apply all of these rules to banquet meals)


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10 Common Dining

Faux Pas

Napkin on lap before everyone is seated.

Blowing or stirring soup.

Eating ice cubes. Eating before everyone is served.

Breaking dinner roll in half rather than tearing

a bite-size piece.


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Faux Pas (cont.)

Talking with food in your mouth.

Chewing with mouth open.

Eating a larger than bite-size piece of food. Blowing your nose at table.

Pushing your plate away.

Stacking dishes.


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Knowing the guidelines and executing with style and grace

will boost your competitive edge.


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Business to Business Etiquette

Individuals represent companies Companys

image builder

Be loyal to your organization-Highlight the

positives

Confidential Matters-Help others to develop

trust in you


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Role Plays-Telephonic Conversations

BC IX Corp Etiquette

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