2. Five Good Reasons for a Global Etiquette  Not Aping, but Openness !  Cross-Cultural Sensitivity…  Knowledge facilitates Networking!  Reflected Appraisals & Self-Esteem!  Managing ‘Moments of Truth’!

3. Moments of Truth!  People form impressions about us, our upbringing, our organisation and our country… even from a chance encounter!  Corporate and Personal Brand Values!  A Culture of Respect and TQM!  Respect Differences!  An attitude of Openness, not Rejection and Ridicule  Never take liberties with people!

4. Brand India! - Brand___  Brand … i s a set of impressions that sit on the consumers’ mind and is the basis of a relationship. - Tom Blackett, Dy Chmn, ‘Interbrand Group’ Brand Image is based on Values or Qualities Brand Image can be cultivated Brand Values make for Brand Equity As a unique ‘brand’, what are your Brand Values?

5. Cross-Cultural Greetings! High Self-Esteem and Respect for others “Namaste!” “How do you do?” “How are you?” Comfortable Eye Contact - Avoidance can raise RAS!

6. Cross-Cultural Greetings Shaking Hands Gentlemen could wait for lady to offer her hand Ladies are expected to offer their hand… Bend forward slightly: Give a Vertical Handshake Keep Garlic Distance: Social Distance: neither Personal nor Public! Limp handshake 1 2 3 4 5 Power Grip

7. Kissing the Air!

8. Formal Introductions  Introduce a gentleman to a woman;  Juniors to seniors; young to old  Except in the case of VIPs…  Person being introduced mentioned last… May I introduce… Let me introduce… Ms… I would like you to meet… Don’t use Mr or Ms with first name. In formal situations, avoid first names

9. How not to introduce!

10. Visiting Cards  Hand over and receive gracefully  Offer your card with text facing the receiver  With both hands (Japan, Singapore…)  Don’t stuff card in pocket at first opportunity  Read the Card and register the details  Respect and Remember Names  Double check pronunciation of names  If from same organisation, give Cards last... Avoid being officious, casual, jittery while handing over vis card. Handing over pens/pencils: pointed end towards oneself.

11. Polite Expressions… Excuse me! Sorry… Thank you… Please... After You…

13. Polite Language  Ask, Don’t tell…  Would you like to ?  May I help you ?  Could you ?  Politely check  whether you could join someone at a table,  enter a room or office, or use the phone  if the person you phone has the time

14. Interpersonal Etiquette  Territorial Imperative: Distances in different cultures  Restricted Use of Physical Touch  Garlic Distance  Body Orientation & Stance  Comfortable Eye Contact  Personal Hygiene (Deodorants)  Open Body Language Avoid loudness.

15. Closed Body Language  Avoid prolonged or habitual:  fingerpointing or aggressive gestures  arms crossed across the chest  fig-leaf position  hands stuck in pockets  military or ‘vishram’ position  stiff, slicing or distractingly fast movements

16. Open Body Language  Gestures  … which pull people in (not push them away!)  … convey openness, receptivity  … hands visible (‘above board’)  … smooth, (possibly) circular flow of hands  … comfortable, fluid, easy and reassuring.  Cluster and Congruence

17. Mirroring...  Mirroring - Families… Peers… Professional Groups… - Organisations...  When in Rome do as the Romans!

18. More Light & Less Noise!  Avoid Loudness  From the morning gargle & throat clearing  To the post lunch belch or burp  From sneezing to coughing!  Avoid ‘trumpeting’ noises while blowing your nose  Avoid speaking loudly in public places, including on mobiles

19. Personal Hygiene!  Start the day with water! (2/3 glasses)  Eau de toilette! (after bath)  Deodorants  In cold countries, avoid spicy foods  Rinse mouth after food; use Mouth fresheners  Clothes smell of food in closed houses!  Avoid public cleaning of : Ears, teeth or picking the nose…  Moustache properly trimmed...  Nails cut short, clean: well manicured

20. Across the Table Overnight: Face to Face. Inter personal skill. Level 3 Level 3 initiatives in across the table Level 1 in Quiz Level 3 initiatives in across the table Level 1 in Quiz

21. Break for Level 1 and Level 2 Learning and Questions and Level 3 or SPLIs Co-Host Recap lrng in Personal Mastery module. Ask for recall of Actn Triggers Top of the Mind recall & Check understdg of Actn triggers DMS: Ask if any doubts, Qns 2 Min Thot Rate Trigrs POB. Co-Host Recap lrng in Personal Mastery module. Ask for recall of Actn Triggers Top of the Mind recall & Check understdg of Actn triggers DMS: Ask if any doubts, Qns 2 Min Thot Rate Trigrs POB.

22. Moments of Truth!  People form impressions about you, your upbringing, your organisation and your country… even from a chance encounter!  What does your communication, behaviour and expertise say about you and your organisation?  What kind of energy do you radiate?  Do you make an Impact?

23. First Impressions!  Can you help the First Impression you make?  EMAC makes a difference!

26. Self-talk and Self-Esteem! The most influential person who will talk to you all day is you, so you should be very careful about what you say to you. - Zig Ziglar

27. How we come across...  People have an image of us in their minds: - -Some stereotypes (S/he is like that… does this…) - -Different people, different images?  A para on how you think others see you... Self-Awrness Sheet. 1.Others 2. Ten Adjctivs 3. 30-word Self Portrait. On same sheet Self-disclosre see next slide. In eve Peer feedback Self-Awrness Sheet. 1.Others 2. Ten Adjctivs 3. 30-word Self Portrait. On same sheet Self-disclosre see next slide. In eve Peer feedback  We have an image of ourselves: -Shaped by Reflected Appraisals -The messages we give ourselves -High Self-esteem (Liberating beliefs) -Low Self-Esteem (Limiting beliefs) - Ten Adjectives that describe you...

28. Presence Checklist! (Tick CTQs…)  High Self-Esteem (Stand and Walk Tall !)  High Calm & Positive Energy (Tone & Volume)  Focused Content  Grooming  Alertness and Initiative  Comfortable Eye Contact  Etiquette  Quality Attention and Time  Open Body Language  Assertive Self-Expression & Participation  An Inclusive Mindset

29. Which kind are you? There are two kinds of people in this life. Those who walk into a room and say, “Well, here I am.” And those who walk in and say, “Ahh, there you are!” Let us each strive to be an “Ahh, there you are!” person. - Leil Lowndes

30. Small Talk...  Smile and keep eye contact!  Weather… Ideas… Places… Happenings… Enthusiasms… Passions… Hobbies… Talent...  Be genuinely interested in people around you.  Be sensitive to names…  Gentle, not inquisitive Questions…  Look for shared interests…  Compliment genuinely!  Seek and listen attentively to others’ views…

31. Small Talk...  Don’t contradict tactlessly! Avoid arguing!  Avoid putting words in others’ mouth...  Avoid bluff! It’s easier to remember the truth!  Check the urge to go on and on and on...  Apologise if you inadvertently hurt feelings  Be good humoured, but avoid humour which targets any group!  Be careful not to show any Exit Signals

32. Reach Out! - Let’s go Party! -  Confidence & Positive Energy  Eye Contact  Tone and Language (Politeness, Articulation etc)  Handshake / Greeting  Open (friendly) Body Language  Quality of Small Talk/Questioning  Distance ( Personal, Social, Public? )  Name Recall

33. Break for Level 1 and Level 2 Learning and Questions and Level 3 or SPLIs Co-Host Recap lrng in Personal Mastery module. Ask for recall of Actn Triggers Top of the Mind recall & Check understdg of Actn triggers DMS: Ask if any doubts, Qns 2 Min Thot Rate Trigrs POB. Co-Host Recap lrng in Personal Mastery module. Ask for recall of Actn Triggers Top of the Mind recall & Check understdg of Actn triggers DMS: Ask if any doubts, Qns 2 Min Thot Rate Trigrs POB.

34. Formal Attire! Sober, not loud colours!

35. AESTHETICSAESTHETICSAESTHETICSAESTHETICS

36. Perfumes  Eau de Toilette / Cologne (4% to 8 %)  After Shave ( 1% to 3 %)  Eau de Parfum ( 8% to 15%)  Perfumes (16% to 30 %)  Deodorants

37. AESTHETICSAESTHETICSAESTHETICSAESTHETICS

38. Sharpen the Saw!

39. Workplace Etiquette  Group Norms: Essential Formality ! Mirroring & Group Identity.  Discipline, Deadlines, Commitments  Your Workplace as an extension of your personality  Détente: Cordiality, not indifference  Your value doesn’t go up by running others down

40. Workplace Etiquette  Keep your Commitments  Meet your deadlines and targets  Stretch! (Time, Quality, Quantity)  Keep People in the loop!  Quick Response Time!  Breakthrough Thinking, not Deadend…  Always be open to feedback!

41. Meetings Etiquette…  Think Things Through. Always go prepared.  Multiple Options Thinking  Reference material; Notes: PPT; Stationery.  Creatively Visualise Success!  Early, not late!  Never keep people waiting; never interrupt a meeting with your latecoming

42. Meetings Etiquette  Think and Speak in terms of ‘We’ and ‘Us’, instead of ‘They’ or ‘It’ or ‘I’ and ‘Me’  Stay focussed  Avoid speaking out of turn.  Avoid interrupting.  Stay open to others; Encourage them: Try to pull people in!  Speak with conviction!  Keep eye contact and be attentive!

43. Break for Level 1 and Level 2 Learning and Questions and Level 3 or SPLIs Co-Host Recap lrng in Personal Mastery module. Ask for recall of Actn Triggers Top of the Mind recall & Check understdg of Actn triggers DMS: Ask if any doubts, Qns 2 Min Thot Rate Trigrs POB. Co-Host Recap lrng in Personal Mastery module. Ask for recall of Actn Triggers Top of the Mind recall & Check understdg of Actn triggers DMS: Ask if any doubts, Qns 2 Min Thot Rate Trigrs POB.

44. Formal and Casual...  Avoid taking liberties with people even in first name situations.  Informality does not mean you take people for granted. Or behave casually or disrespectfully.  Respect peoples’ age, position, learning …  Choose Refinement and Culture, not Boorishness and Low Quality.

45.  Offer pens/pencils with writing end facing you… 

46.  When two Englishmen meet, their first talk is of the weather. – Samuel Johnson (1709-84)

47.  Gratitude is the most exquisite form of courtesy. - Jacques Maritain