Business Etiquettes

In the present day business environment, the executives are expected to know how to conduct themselves at company meetings, parties and dinners.

The fundamental rules of business behavior are known as business etiquettes.

Business Etiquettes

Non-observance of business etiquette may cause tension and misunderstanding between the colleagues of a group or an organization.

For ex– When someone habitually turns up too late for office meeting, relations are likely to be strained and decisions may get delayed.

Demanding (not requesting ) a favor, back biting, indulging in character assassination are all examples of lack of business etiquette.

Fundamental Rules of Business Etiquettes

The golden rules of business etiquette are:IntegrityMannersPersonalityAppearance Tact

Integrity

Act in an honest, truthful and trustworthy manner.

A reputation for integrity is slowly gained but quickly lost.

Unquestioned integrity is the first golden rule of good business behavior.

Manners

Selfish, boorish (unmannered) or undisciplined behavior cannot lead to fruitful business relations.

Disloyalty to your company or colleagues are unacceptable business manners.

Personality

A balanced approach is necessary.You can be passionate, reverent (devoted) and

self-confident.But you should not be emotional, disloyal and

arrogant.You should not fail to observe the civilities of

business life.

Appearance

Always present yourself to your best advantage.

A well clothed and rightly postured appearance makes good impression on others.

Tact

Think before you speak or act.Avoid thoughtless and impulsive words and

actions. When in doubt say nothing.

Scope of Business Etiquette

Generally speaking, business organizations set rules of etiquette relating to the following:

Introduction Business meals (Dining Etiquettes) Interaction with foreign clients Inter-personal business etiquette Business to business etiquetteTelephone Etiquette

Introduction in Business Interactions

Good morning I am Krish Kapoor. This type of introduction makes a positive first

impression.Many people fail to do so either due to

shyness or because they consider it impolite.When you greet someone in a formal meeting,

state your full name and official position at the very outset.

Introduction in Business Interactions

This is not only a norm of business etiquette but also the first step towards cordial business relations.

First name and surname should be stated like, “Sameer Kumar, PRO, Mittal Steel” .

Introduction of Self

Extend a firm hand shake, maintaining direct eye contact.

Say your first and last name and company’s name clearly.

Repeat the person’s name and say you are pleased to meet him.

Introduction of Self

A hand shake should be immediately done by extending your right hand and firmly holding the other person’s right hand very briefly.

When you fail to recall somebody’s name, it is rude to directly ask the name of a person whom you have met earlier.

Tact is necessary in such a situation.

Introduction of Self

You should ask for the person’s card before he detects your failure.

You can say “ Could I have your latest business card or your telephone number”.

Introduction of Others

Before conducting a meeting, the persons involved need to know one another in terms of their names and professional status.

A clear and complete introduction of the host and the visitors make everyone feel relaxed and creates a congenial (friendly) atmosphere.

Introduction of Others

Normally the most senior person among the visitors, or the host team, introduces the other members of his group present there.

The etiquette is that first visitors are introduced to the host. Then members of the host group are introduced.

Introduction of Others

Do not introduce a senior to a junior. Instead, introduce the junior to the senior

according, say Mr. Gupta (CEO), may I introduce Niharika Goyal to you? Niharika has joined us as a research officer.

Business Meals

Business executives have formal occasions to be together at lunch or dinner parties during the process of making business deals.

Business Meals

Business meals should not be considered as occasions for free drinking and dining.

In this context the following norms should be observed:

• As a host• As a guest• Table manners

As a Host

As a host invite the guest personally or over phone.

Give the clear description of the venue to the guest if it is not known to him.

As a host you should reach the venue a little ahead of the given time and personally check the seating arrangements.

After the initial pleasantries, the host should open the subject of the meeting in a general form.

Table Manners

Plan ahead for any business meal; choose a restaurant you know well and where the atmosphere is conducive (favorable)to business discussions.

Confirm your plans the day before your meeting. Proper table manners communicate

professionalism and sophistication and make a good impression on your clients or investors.

Table Manners

Everyone needs competence and skill to be graceful and refined in eating and drinking.

Eat little at such meals; and eat in small mouthfuls.

Food should be eaten without noise. Avoid making sounds with the cutlery or the plate.

Eat at medium pace, so that everyone finishes eating more or less at the same time.

Table Manners

Take moderate amount of food on your plate, do not load the plate with large portions.

Never talk with food in your mouth and never ask your guests a question while they are chewing their food.

Table Manners

Sit up straight, yet relaxed. Slouching in the chair, leaning against the table, or resting an elbow on it, is bad manners.

If you need anything at the table, politely ask for it to be passed to you; do not reach for it across the table with an outstretched hand.

Table Manners

An important point to remember is that the food should be taken to the mouth and not the mouth to the food.

Do not bend low towards the plate. Burping and slurping (to eat or drink

noisily)are considered obnoxious by most of the people and must be absolutely kept out.

Inter-Personal Business Etiquette (face to face Contacts)

The conversation should be of interest to the participant and may begin with the topic in which both of you have some interest.

Be always courteous and cheerful. Feel interested in whatever is being said.

Take care of your language and oral demeanor. Look at the person while speaking. Avoid pet and superfluous words and phrases.

Inter-Personal Business Etiquette (face to face Contacts)

Being argumentative may spoil your conversation, but it is useful to have a point of view.

The smooth flow of conversation is likely to be hampered if you deliberately use foreign words or high- flown vocabulary to impress the listener.

Business to Business Etiquette

Respecting Hierarchies While dealing with persons of other

companies make your status clear through your business cards.

Know the status of other persons. Use a level of formality appropriate to your

respective positions.

Business to Business Etiquette

Organizational Loyalty Always speak well of your company. Never criticize your organization before

people from other organizations.

Business to Business Etiquette

Organizational Loyalty Defend your colleagues action without

offending the complainant. Promise corrective action on your colleague’s

or company’s behalf.

Business to Business Etiquette

Organizational Loyalty Feel proud of your organization’s

achievements. Keep yourself fully informed of the new

development points of your organization.

Business to Business Etiquette

Dealing with Customers Treat all the customers well do not ignore the

small customers and clients. Be fair in dealing with the customers. Execute the customer’s orders promptly. Handle customer’s complaints urgently and

with due care.

Telephone Etiquettes

Prepare in advance with all questions and comments.

Collect all the required information, that may be needed.

Have paper and pen at hand. Greet as soon as the call is answered return the

greeting and identify yourself and ask for the person to whom you want to speak.

Concentrate on the call and eliminate all distractions.

Telephone Etiquette

Make the caller feel important and help the caller to get the work done.

Answer promptly; on the first and the second ring.

Identify yourself by a phrase like, ‘XYZ COMPUTERS, Suresh Nair speaking’. Greet good morning or good evening as suitable.

Telephone Etiquette

Take down the message if necessary. Check all- dates, addresses, figures and spellings of names.

Smile when you speak; it makes the voice sound pleasant and friendly.

Listen carefully. Take responsibility to help; connect to the right person or offer to get the required information.

Use simple language, familiar words and short sentences.

Say ‘yes’ not ‘yeah’.

Telephone Etiquette

If you have to leave the telephone to get some information, ask if the caller would like to hold on or would you like to call back. And be sure to call back with the information.

Never keep a person on hold for more than 60 seconds.

If you have a difficult person at the other end, keep yourself cool and patient.

Telephone Etiquette

Never cover the mouthpiece with your hand. Never interrupt; get any clarifications after

the person has paused for a response. Bad telephone habits and lack of etiquette

can spoil relations with other firms.

Guidelines for Telephone Conversation

a. Cultivate a cheerful and friendly tone.b. Never sound hurried, flustered and

impatient.c. Enunciate (pronounce) your words clearly.d. Do not use abusive language.e. Speak distinctly. If you use a word which is

likely to be misunderstood, spell it out.

Guidelines for Telephone Conversation

a. Listen attentively to the caller. If the message is long, keep reassuring that you are listening by speaking words such as ‘Yes’, ‘Ok’, etc.

b. Be courteous in all circumstances. c. Do not engage your telephone longer than

necessary. d. Avoid rambling. You should be considerate to

your listener by coming to the point quickly.

Instructions for Writing a Business Email

• You use email everyday to friends and family, but there are special tips for writing a professional business email.

• First, mind your manners. • Say please and thank you.• Address people as Mr., Ms. or Dr.• Only use first names if they imply it is ok.

Tone

• Second, watch your tone.• Do not sound demanding or aggressive. • Make sure to avoid CAPS as it may come

across that you are actually yelling at the person.

BE CONCISE

• Third, be concise.• Get to the point of your email as quickly as you

can without leaving important details out. • Your boss doesn't have time to read a novel.• Ask any necessary questions, but be sure to

keep the email brief.• Next, be professional.• Stay away from jargons and abbreviations.

Be Professional

• This means, stay away from abbreviations and don't use emoticons (those little smiley faces).

USE CORRECT SPELLING AND PROPER GRAMMAR

• The biggest thing to make sure when writing a business email is to use correct spellings and proper grammar.

• Utilize the spellchecker.• One of the biggest pet peeves (irritate)

business people have is reading an email with misspelled words and bad grammar.

Ask Before You Send an Attachment

• Also, if you are sending an email with an attachment make sure to ask the recipient if it is ok for you to send it to them.

• With so many viruses out there, people tend to use great caution when opening an attachment and may only open ones from people they know.

Wait to Fill in the "TO" Email Address

• Never fill in the 'TO' email address until you are completely through proofing email.

• Make sure that you have completely proofread your email and it is exactly how you wanted it before you fill in the address.

• This will keep you from accidently sending a premature email that is filled with mistakes.

Fill the Subject Line

• Always fill in the subject line with a topic that means something to your reader.

• Put your main point in the opening sentence. • Never start a message with a vague

statement. ("This needs to be done by 5:00.") • Because most of us have to read dozens of e-

mails a day, specify which "this" you're talking about.

• Don't use ALL CAPITALS (no shouting!) or all lower-case letters .

• As a general rule, PLZ avoid email abbreviations and chat room acronyms.

Add a signature block

• Add a signature block with appropriate contact information.

• In most cases, this means your name, business address, and phone number.

• This will give the recipient the chance to telephone if necessary.

• It is not necessary to include your email address as the recipient can just reply to the email.

Reply Promptly

• Reply promptly to serious messages.• When replying eliminate all the information

that is not necessary.• This will save your reader time when reading

your email.

THANK YOU