BUSINESS ETIQUETTE Effective Communication Greetings and Introductions Small talk and Discussions Farewell

BUSINESS ETIQUETTE

Effective Communication

Greetings and Introductions

Small talk and Discussions

Farewell


Here are some elements of effective communication at the workplace:

Politeness Formality Your personal characteristic/ interpersonal behaviour Your audience Your purpose for communicating


Politeness

Address people correctly Make requests instead of giving orders

Could you please…? instead of Do this./Do that. Listen to others and give them a chance to speak Speak in a precise and concise manner Use polite expressions

Could instead of can Please and thank you I would like to… instead of I want to…


Formality

Language at the workplace is in general formal. Choice of vocabulary

Our boss is not free now. He is in a meeting. Absence of contractions in writing

Do not instead of Don’t Will not instead of Won’t


Researchers in the United States have found that success in business depends on 15 % technical knowledge and 85 % people skills.

People Skills means being concerned about how other

people feel, making them feel

comfortable, and meeting their needs

by being polite, friendly and

helpful.

People Skills means being concerned about how other

people feel, making them feel

comfortable, and meeting their needs

by being polite, friendly and

helpful.

How to demonstrate ‘people skills’?

Greet and address people correctlyMake formal and proper

introductionsStart casual conversationsEngage in ‘small talk’Bid farewellReceive telephone calls and provide

useful informationMake polite and effective telephone calls

Activity

1. Each one is given 3 blank business cards. Fill the card with the necessary particulars.

2. When signaled, go around and get to know 3 people whom you’ve never spoken to in the room.

3. Exchange your name card with your new found friends.

Activity

1. How did you introduce yourself?

2. Did you have a conversation? How did you start the conversation?

3. What did you talk about?4. How did you end the

conversation?

Basic steps to demonstrate people skills

Introduce Yourself

Engage in Small Talk

Continue Conversation

End Small Talk

Greet


Terms of Address for Man

Encik (first name) : Encik Ahmad, Encik JusohTuan Haji (first name) : Tuan Haji BakriMr (surname) : Mr Chan, Mr LimMr (first name) : Mr Jeya, Mr SivaMr (surname) : Mr Wynker, Mr AdamsDato’ (first name/surname) : Dato’ Ismail, Dato’

Yeoh


Terms of Address for Woman

Puan/ Puan Hajjah (first name) – married: Puan Khadijah

Cik (first name) – single: Cik AzilaMrs (surname) – married: Mrs Low, Mrs Paul, Mrs

AdamsMiss (surname) – single: Miss Yong, Miss AdamsMiss (first name) – single: Miss Annabelle, Miss

RajeswariDatin/ Dato’ (first name/surname) – single/married

Activity

How would you address these men and women?

Chan Ah Keong Jusoh bin Mohamad Paul Gopanathan Peter Stout Alvin Lim Wee Meng Lee Siew Teng (single) Nor Baizura (married to Jusoh) Jeyanti Sivanagam (married to Paul Gopanathan) Lina James (married to Peter Stout) Annabelle Ong (single) Lim Li Chen (married to Chan Ah Keong)

Formal ExpressionsFormal Expressions Informal ExpressionsInformal Expressions

Hello. How do you do? I’m …

Allow me to/Let me introduce myself. My name is…

I don’t think we’ve met. I’m…

Excuse me, are you …? My name is…

May I introduce you to… Ladies and gentlemen, this

is… Mr/Mrs/Ms …, this is

Mr/Mrs/Ms.

Good morning/ afternoon/ evening

Hello, I am… Hello, my name is… Allow me to/ Let me

introduce myself. I am… Sorry, are you…? I am.. Hello (name)… Do you

know…? (name)… This is …



Responding to a greeting or introduction

Hi, I’m… Hello. I am… Hi, please call me… Hello, I’m ... Nice to meet you. Hello, I am… Pleased to meet you. I’m sorry I didn’t get your name.


Introducing Yourself

Tom : Hello, my name is Tom. Nice to meet you.Richard : Nice to meet you too, Tom. My name is Richard. Tom : So, Mr Richard, where are you from?Richard : Please, just call me Richard. I’m from KL, but I’m currently working in Beyond Corporations in Johor Bahru.

Always introduce yourself by saying your name. Don’t use your title.

Always introduce yourself by saying your name. Don’t use your title.


Introducing Others

Tina : Hello Jack, you presented a very convincing proposal just now.

Jack : Thank you, Tina. I simply gave my best. By the way, Tina, this is my supervisor, Dr. Ali. He is the one who guided me when I was preparing the proposal. I don’t think I could have done as well if it weren’t for his guidance.

Tina : It’s an honour to meet you, Dr. Ali.

The proper way of making introductions is to introduce a lower-

ranking person to the higher-ranking person.

The proper way of making introductions is to introduce a lower-

ranking person to the higher-ranking person.

Initiating Conversations

Diana : Hello, my name is Diana. Nice to meet you.

Lekha: I’m Lekha. Nice to meet you too.

Diana: So, Ms Lekha, where are you from?

Lekha: Please, just call me Lekha. I’m from a Taiping, Perak. How about you?

Diana: ….

Tom: Hello, my name is Tom. Nice to meet you.

Richard:

Nice to meet you, Tom. My name is Richard.

Tom: So, Mr Richard, where are you from?

Richard:

I’m from KL, but I’m currently working in Beyond Corporations in Johor Bahru. You?

Tom: ….

Compare the two conversations. What do you think Diana and Tom will say next?


Usually, introductions are followed by conversations.

The way you introduce yourself or make introductions could affect the ensuing conversation.


Talking about your occupation

"I take photographs for a living. I have clients from all around the country asking me to cover events but my area of expertise is actually fashion photography"

“I am a photographer specialising in fashion photography.”

Go straight to the point instead of fumbling around your introduction. Go straight to the point instead of

fumbling around your introduction.


Some language expressions to describe the company, department or your job:

I’m working / I work in the Finance Department. I’m in charge of (-ing verb eg: organising, designing, planning,

etc.) I … (base form of verb eg: organise, design, plan, etc.) I’m responsible for… (eg. customer services, system management,

etc) I’m responsible to… (eg. the HR manager, En. Haris – the

Marketing Manager) I/ My company deal(s) in … (eg. stock exchange, educational

software) I/ My company deal with … (eg. stockbrokers, programmers,) I’ve worked here for … years.


Talking about hobbies/ interest

"I usually hang out at the mall or do some window shopping.”

“I am interested in observing how companies promote their products through branding and packaging, so I spend my free time at the malls where there are lots of products to be compared.”

Make your regular interests/hobbies sound interesting and meaningful

Make your regular interests/hobbies sound interesting and meaningful

Moving on to More Formal Discussions

Start Discussions Hedge (So, Anyway) Let’s get down to business. Shall we start?

Ask for and Make SuggestionsAgree and DisagreeGive or Request for more informationEnd a discussion

It’s been a pleasure talking/discussing with you. Thank you That’s it for today Thank you for coming Thank you for the input We’ll go back and work on the proposal. We’ll go back and discuss this, and we’ll let you know at the next

meeting.

FormalFormal InformalInformal

I should be thinking about going now. I have a flight to catch.

I’m terribly sorry, I have another appointment and need to leave now.

I really should leave now; I have another meeting to attend.

I’m sorry I have to leave now. It’s been nice meeting you.

I look forward to meeting you again.

Good-bye.

Ok. Bye. Ok. I’ve got to go now. I think I’d better leave. I think I’ll make a move now. Ok. I’d better be off now. I’m sorry, but I have to go

now. I’m sorry, but I need to leave

now. Bye.

Farewells

Activity

1. Name some situations in which you have to make small talk at the workplace.

2. Name some possible people whom you might meet at the workplace.

Activity

1. In small groups, role play possible combinations of situations and people making small talk.

Online Discussion in MyLinE:Handling Conversation Faux Pas

What would you do if 1. …you have forgotten the name of that person or if

you called someone by the wrong name?2. …you run out of things to say?3. …you have been insulted or accidently insulted

someone?

Or other related topics.

Conclusion

Effective communication comes with knowing yourself and knowing your surrounding.

People skills are at the heart of business etiquette.

Having the necessary people skills will help you build a positive image.

Documents

BUSINESS ETIQUETTE Effective Communication Greetings and Introductions Small talk and Discussions Farewell