BUSINESS ETIQUETTESUBMITTED TO :MS. SHILPA THAPAR

SUBMITTED BY:KHUSHBOO SINGLAREEJA JOHNMEGHA JAGGIAMANDEEP KAUR MAHAL

Business Etiquette

What is Etiquette?Difference between social and business etiquetteBusiness Etiquette and its advantagesHow to Introduce?ABC’s ImageCertain Business EtiquetteSmall TalksSome Business Etiquette Postures

Contents

Good behavior which distinguishes human being from animals.

The customary code of polite behavior in society or among members of a particular profession or group.

What is Etiquette ?

Social Etiquette Business Etiquette

Marked by courtesy Marked by hierarchy & power

Gender plays a role Gender has no role

Difference between Social and Business Etiquette

Business etiquette is remembering to be respectful to managers, co-workers, and internal customers.

It involves using self control, and carrying yourself in a manner that won't later embarrass you.

Business Etiquette

Avoid Personal Involvement

Customers Remember Kindness

Creates Confidence

Organizational Quality

Business Growth

Improved Workplace Relations

Rapport

Advantages

How to Introduce?

Rise

Smile-it improves your face value.

Make eye contact.

A firm handshake.

Do say “How do you do?”

ABC’s ImageAppearance

Behavior

Communication

Certain Business Etiquette :-

Handshake Etiquette

Business Card Etiquette

Lunch/Dinning meeting Etiquette

Meeting Etiquette

E-mail Etiquette

Telephone Etiquette

Cubical Etiquette

Handshake Etiquette

Rise from a seated position to shake hands.

Extend your right hand to the person with whom you wish to shake hands.

Hold 3-4 second.

Maintain eye contact.

Business Cards

Always have a supply of cards.

Ask someone’s card before offering your own.

Take time to look at received card.

Never turn down the received card.

Lunch/Dinner meetingsMake reservations and reconfirm day before.

Arrive 10 minutes early, look at table and meet the server.

Greet the guest at entrance, guest gets best seats and seat yourself to their left.

Offer menu advice to guest, order easy-to-eat and limit drinks yourself.

Eating MannersDon’t eat mouth full.

Put your napkin on your lap.

Keep one hand on your lap.

Eat at a moderate speed.

Try to maintain some polite dinner conversation.

When you leave the table, place your napkin on your chair.

Meeting EtiquetteAlways have your pen and notebook.

Never bring up personal problems/issues in a professional situation.

Avoid “you” talk.

In conference room hang back until power players have taken seats.

E-mail EtiquetteUse proper spelling, grammar & punctuation.

Avoid using Bcc and Ccc unnecessarily.

Use a meaningful subject.

Read the mail before you send it.

Keep attachment to the minimum and mention your

attachment in the contents.

Take care with rich text and HTML messages.

Use active voice instead of passive voice.

Use Smart Subject LinesIf you can type your entire message in the

subject line and don’t need to write anything in the body of the message.

Type (EOM) at the end of subject line.

Telephone Etiquette

Identify yourself when making call.

Address the caller by his name.

Keep conversation brief and never be impatient.

Listen carefully and don’t interrupt.

Do not chew anything while speaking on phone.

If you wish to put the caller on hold, request his permission to do so.

Close your conversation with an appropriate salutation.

Managing Angry Calls

Listen his problems.

Don’t interrupt, let him finish first.

Do not say “You are wrong”.

You should be good at your work area and investigate about his complaint or problem and solve it.

Do not mislead

Call him back when you have the solution.

Cubical Etiquette Never enter someone’s cubical

without their permission.

Never read someone’s computer screen or comment on it.

Keep your hands off others desk.

Avoid eating meal inside the cube.

Small Talks

3 Distinct parts :

Opener

Middle

Break Away

Small Talk Openers Individuals-

Complient,weather,food,current event.I love your___.

Group-“How do you Know each other?”“Will you be travelling this summer?”

Casual acquaintances-General Comments“How has your year been?”

Small Talk Middle

Safe topics-

Sports,books,movies,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 minutes at one place.

Break-Away lines-“I don’t want to monopolize you.”“I am going to circulate.”

“I see someone, I must meet.”

Tell them you enjoyed speaking with them.

Some Business Etiquette Postures

Formal Dress