1. Business Etiquette
Presented by: MBA

2. Business Etiquette Agenda
Definition
Importance
Utilization
Business Etiquette in India
Types
Conclusion
Biblography

3. What Is Etiquette? Rules Forms Practices The set of:
established for behavior in a polite, society or in official or professional life

4. Business Etiquette The rules of good workplace manners
Etiquette is the forms or manners established as acceptable or required by society or a profession.

5. C-L-M
Career
Limiting
Move

6. Small Talk Openers Individuals Group Casual acquaintances
Compliment, weather, food, current event
“I love your______. Is it a family heirloom?”
Group
Something pertaining to everyone
“How do you all know each other?”
“Will you be traveling this summer?”
Casual acquaintances
General comments
“How has your year been?”

7. Small Talk Middle Safe topics Questions
Sports, books, movies, theater, art, travel
Questions
Ask, listen, elaborate with matching experience, Ask again
Be more interested than interesting

8. Small Talk Break-Away Stay no more than 10 min in one place
Break-away lines
“I don’t want to monopolize you.”
“I’m going to circulate.”
“I see someone I must meet.”
Tell them you enjoyed speaking with them
Discuss next steps
Going for food, to next person, etc.

9. How to Utilize Etiquette
First Impressions
Person-to-Person Interactions
Business Correspondence

10. First Impressions
“It only takes 15 seconds to make a first impression, but it may take the rest of your life to change a bad one.”

11. Making Positive First Impressions
Determine audience
Identify their expectations
Establish objectives
Dress, behave, and communication in a way that reflects audience expectations

12. Judgement of first impression
Within 30 seconds people judge your
Economic level
Educational level
Social position
Level of sophistication
Level of success
Within 4 minutes people decide your
Trustworthiness
Compassion
Reliability
Intelligence
Capability
Humility
Friendliness
Confidence

13. Person-to-Person Etiquette
Introductions
Person of lesser status/authority is always introduced to the person of higher status/authority
Introduction Steps
Decide who has the most status/authority
Customers, High Seniority Execs, Employees
Address senior ranking person
“Mr. Seniority, I’d like to introduce Mr. Less Important, our new associate.”
Turn to lower ranking person
“Mr. Less Important, this is Mr. Seniority, our President.”
Always look at the person who needs the information

14. Business Correspondence
Business Letter
Interoffice Memo
Report

15. etiquttes
The most common form of business communications to is .
is also the fastest way to communicate with other people.

16. Etiquette
only those people to whom your messages actually pertain to—don’t send mass or chain letters
M-ake a point of responding to messages promptly
A-lways use spell-check and grammar check before sending messages—be brief and clear
I-nclude your telephone number in your message
L-earn that should be used for business rather than personal use—don’t send anything you wouldn’t want to see in public

17. Tips for writing an e-mail
Check subject matter appropriateness
Ensure all recipients are needed
Correct spelling and grammar
Check tone
Harsh language and shouting

18. Business Letter Etiquette
A formal method used to communicate with people outside the office such as:
Customers – people who buy products from and/or use the services the business provides.
Suppliers – people and other businesses that supply the goods for another business.
Business letters are usually printed on company letterhead or stationery

19. Business Letter Etiquette
Check subject matter appropriateness
Follow format
Letterhead
Date
Recipient address
4 lines below date
Salutation
2 lines below address

20. Body Closing Signature Copies “Sincerely”, “Best Regards”
2 lines below body
Signature
4 lines below closing
Copies
1 line below signature

21. sample T& M Office Supplies 23 Main Street*Anytown* NC 27573
Tele: **Fax: * *
December 1, 2009
Mary Jones
Manager, Paper R Us
40 Paper R Us Drive,
Paper Town, NC

22. Dear Mary Jones,
Thank you for sending us samples of your newest style of Post It. We like what we see and are interested placing an order however, we want to clarify the following information: 1). How many Post It is in box? 2). How many different colors can customers get in one box? As soon as we receive a reply from you will will place an order.
Should you have any questions please feel free to contact me via any of the communications methods listed above. I look forward to hearing from you very soon.
Again, thank you for the new Post It sample.
Sincerely,
Mary Jones, Manager
Enclosure notation

23. Memorandums In the office today, printed memos are seldom used.
Memos today are primarily either:
>Keyed in the body of an message
>Sent as an attachment to an message

24. Interoffice Memo Check subject matter appropriateness Be brief
Follow format
Who is suppose to act
What should occur
When it should start/end

25. Report Purpose – Address a topic at length.
A possible new project or
An ongoing project.
Reports also describe the results of research.
Key the title centered, in all caps two (2) inches from the top, QS after the title
Key th body in DS

26. International business etiquette
 Etiquette, manners, and cross cultural, or intercultural communication have become critical elements required for all International and Global Business executives, managers, and employees. As international, multinational, transnational, multi domestic, and global business continues to expand and bring people closer, the most important element of successful business outcomes may be the appreciation and respect for regional, country, and cultural differences - known as cultural diversity.

27. Business Etiquette ,India
India is a culture where it is absolutely impossible to just drop in to conduct business and then fly away unaffected.
India is not a monolithic culture but the kaleidoscopic variety also contains underlying streams of unity. One mentor gives you a valuable piece of advice on business

28. Code of Behavior Six “S’s” to Meeting/Greeting Stand Shows respect
Smile
Encourages a smile from the recipient
See
Look into recipient’s eyes
Shake
Utilize proper greeting
Speak
Speak your name slowly and distinctly
Say
Say the recipient’s name

29. TYPES OF BUSINESS ETEQUETTES
Business Body Language: Handshakes, Eye Contact, Posture, and Smiles
Business Dress Etiquette
Business Card Etiquette
Business Manners for Job Interviewers
Business Dining Etiquette
Business communication Etiquette

30. Business Seating Arrangement
Meeting Etiquette
Networking Etiquette
Business Phone Etiquette

31. Business Body Language :
Eye Contact
Posture
Smiles
Handshake

32. Eye Contact
Eye contact is one of the most powerful means of communication after words.
It can be direct or indirect,
long-lasting or short and more usually intermittent when talking to someone in normal conversation.
Staring or holding eye contact for too long can make people feel uncomfortable and is unsettling.

33. Eye contact
Appropriate eye contact is important for effective communication.
People who like or feel comfortable with each other engage in eye contact more frequently.
People who avoid eye contact are likely to be feeling uncomfortable, guilty or embarrassed.

34. Posture
Sitting
Standing
Walk
Turning head & hand

35. Sitting
Walk
Head motion
Standing

36. Posture
One of the first key things people notice is how you carry and present yourself. Do you walk and stand with confidence like -
Stomach in
Chest out
Shoulders back
Head up
You also tell people through your posture if you are want others to approach you

37. Smile Smiles are an important facial expression.
They show interest, excitement, empathy, concern; they create an upbeat, positive environment.
Smiles can, however, be overused. Often, men smile when they are pleased; women smile to please, You know which is the most powerful!

38. Handshake
Another vital component you need to bring to any interpersonal encounter is a firm handshake. Again, those few seconds you "shake" can empower or weaken a relationship.
Men's handshakes are typically strong and firm because they naturally have a stronger grip.

39. The Topper
The Pull-In
The Finger Squeeze
The Two-Handed Shake
The Bone Crusher

40. The Limp Fish
The Palm Pinch
The Proper Handshake

41. BODY LANGUAGE NEGATIVE SIGNALS: POSITIVE SIGNALS:
*Crossed arms = defensive
*Fidgeting hands or tapping feet = nervous or bored
*Lack of eye contact = untrustworthy
*Leaning back= discomfort
*Leaning forward = interest
*Smiling = friendly
*Nodding = attentive and alert
*Eye contact = curious and focused

42. Business Card Etiquette
you should always carry decent and presentable cards with you. Cards in English are fine. You don't need to print them in local languages.
Never use the left hand to give and receive cards

43. Manage business card exchanges flawlessly
Always have a supply of cards
Ask for someone’s card before offering your own
Present card face up
Take time to look at received card
NEVER turn down an offered card
Be selective when distributing cards
Be aware of international card etiquette

44. Business dress Etiquette
Business attire varies in different parts of India. It is better to dress slightly more conservatively than too casually.
In India position in the hierarchy of business dictates formality of dress.
Use common sense in dressing.

45. What should I wear? I
Don’t
Think
So !!

46. Clothing Tips for Men
Conservative 2-piece dark suit, navy blue or medium to dark gray.
Long sleeved blue or white shirt.
Silk tie complimenting in color or style
Black dress socks
Dark polished shoes and matching belt
Jewelry – No bracelets,
earrings or large rings.

47. Dress for Success

48. Clothing Tips for Women
Dark conservative suit. Two piece 1 or 2 button jacket and knee length skirt.
White or light colored long sleeved blouse that is not low cut or sheer.
Black well polished shoes with 1 to 1½ inch heels.
Limited conservative jewelry

49. Dress for Success

50. Business Lunch/Dining Etiquette

51. Lunch/Dinner Meetings
You can survive!
Consider preferences of guests
Give specifics
Make reservation and reconfirm day before
Arrive 10 min early, look at table, meet server
Greet guest at entrance. Guest precedes down aisle. Guest gets best seat. Seat yourself to their left.
Offer menu advice to guests, order easy-to-eat food and limit drinks for yourself

52. Contd…. Reply promptly to invitation
Only cancel on very urgent business
Be on time—call restaurant and send message to host if late
If you arrive before host, you may sit at table but eat nothing but water until host arrives
Never order the most expensive item
Take no notice of check. Do NOT offer to leave tip
Thank your host!

53. Lunch/Dinner Meetings-- Ordering Food
Decide on your menu selections quickly
Order medium-priced food
Think about the mess factor
Don’t order alcohol
Do not share a dessert

54. Lunch/Dinner Meetings— Dealing with the Food
Put your napkin in your lap
Wait for all people to be served before beginning
Know which silverware to use with which food
Cut your meat one bite at a time
Break off small bites of bread and butter only one bite at a time
Hold wine glass by the stem for whites and by the bowl for reds
Take cues from the host-if in doubt, watch and copy

55. Lunch/Dinner--Taboos
Elbows on table
Salt/pepper on food before tasting
Talking with mouth full
Drinking with food in mouth
Gesturing with silverware
Pushing back or stacking plates at end of meal
Answering or placing cell phone calls at table
Dunking anything into coffee or water
Making a fuss over incorrect orders
Arranging hair or applying makeup at table
Picking your teeth at the table
Asking for a doggy bag

56. Lunch/Dinner Meetings--Extras
Don’t eat with your mouth full
Keep one hand in your lap unless you are eating European style
Remove anything from your mouth with the same implement that it went in with (except bones)
Eat at a moderate speed
Try to maintain some polite dinner conversation
Never medicate yourself at the table
If you must leave the table, place your napkin in your chair

57. Lunch/Dinner Meetings— Easy endings
Knife and fork side by side in the 10:20 position on dinner plate
The host or person who has issued invitation pays (regardless of gender)
If you are paying bill, handle it with waitperson as discreetly as possible
As you depart table, refold your napkin simply and leave it to left of place setting

59. Setting Arrengement

60. Knowing table etiquette will put you at ease.
Table management

61. Cocktail Parties Work event—not social
Determine your strategy: network with new people or certain known targets
Don’t just hang out with friends
Enter room, step to one side, survey room
Move toward friendly faces or already formed group
If someone enters your group, greet them and make introductions

62. Cocktail Party Tips
Go to food table first—easiest place to start conversations
Stand in middle of room or near food table, stay away from walls
Learn how to hold napkin, plate and glass in one hand
Keep one hand free to shake hands
Don’t overindulge in alcohol
Maneuver among people—don’t get stuck

63. Effective & Appropriate Business Communication
What is Communication?
The exchange of information between sender and receiver. Without a sender and a receiver there is no communication.
Sender
Receiver

64. BASIC SKILLS
Basic skills are tools for getting information and sharing ideas. These skills are:
Speaking
Listening
Reading and
Writing

65. Speaking is important; when you speak, you want your listeners to get your point.
You need to have a clear idea of your:
Purpose – goal/reason for speaking
Audience – the person or group to whom you are speaking.
Subject – Your main topic or key idea when you speak.

66. Connect With Your Audience –
Make eye contact with your listeners.
Address people by name if possible
Match Your Body Language to Your Message –
Check your Posture and facial expressions
Use appropriate gestures

70. Business Manners for Job Interviewers
Dress to impress:-
Conservative dark suit
Well groomed
Arrive early:-
20 minutes minimum
Allow for travel, bad
directions, weather, etc

71. Find out what the job responsibilities are.
Find out and record where, when, and with whom you will interview with.
Prepare a resume

72. Do’s & Don’ts Do’s Know something about the company
Read the ad and make a list of what they want
Practice your intro
Dress appropriately
Show up on time
Positive attitude, smile, show interest
Good eye contact
Ask questions

73. Don’ts Expect your resume to do the work
Talk negatively about former companies or co-workers
Be late
Wear cologne or perfume
Too weak or too strong handshakes
Yes/No answers only
Body posture/Non-verbal signals.

74. Meeting Etiquette Always have your calendar, notebook & pen
Never bring up personal problems/issues in a professional situation
Avoid “you” talk
Stay on schedule
In conference rooms hang back until power players have taken seats: ends and middle sides of table are power seats

75. Professional Etiquette— Meeting and Greeting
Handshake: offer entire hand, web-to-web, shake lightly and release
Know whom to introduce first
Junior to senior
Fellow worker to client
Eliminate slang/jargon from your vocabulary
Always on time, always organized, always ready

76. Meeting Etiquette TIPS
Always have your calendar, notebook & pen
Never bring up personal problems/issues in a professional situation
Avoid “you” talk
Stay on schedule
In conference rooms hang back until power players have taken seats: ends and middle sides of table are power seats

77. Networking Etiquette Is not about superficial connections and brief
What is Networking
Is not about superficial connections and brief
encounters.
It’s about cultivating relationships with others in a meaningful way so that you have people to turn to when you need information and support, and people you can help when they need someone to turn to.”

78. Business networking in social situations
Never introduce yourself by your title
Name tags on your right shoulder
Keep your right hand free
Stay informed of current events
Maintain eye contact

79. Where, When and How to Network
Write down the names of 25 people in your network
Brainstorm using the categories:
Family/Friends
Social Acquaintances/Community/Volunteering
contacts
Professional Contacts
Educational Contacts
Service Providers

80. The Four “E”s Establish ……………….. eye contact Extend …………………. your hand
Exchange ……………… business cards
Engage………………in conversation

81. Do’s
Network broadly
Make it easy. Ask if they prefer phone or face to face
Stay connected! Follow up. Let contact know how
your career is developing. Send thank you’s
Learn what the person values and see how you can
meet their needs. Be valuable by sharing information
and contacts
Think of every social situation as an opportunity to
learn something new- human behaviour, cultural
trend
Maintain contact in good times and bad

82. Don’t Equate endless lunches with networking
Confuse the level of someone with their ability to
helpful and informative
Confine yourself to people just like you
Be a fair weather networker
Promise to someone that something will be beneficial
unless you really know the person will really benefit

83. Business Phone Etiquette
Answer the phone with your name and company (or department)
When placing calls, state your name and company or department immediately when phone is answered
Speak clearly
State the purpose of your call
Only use speakerphone for conference calls
Always smile when using the phone
Say please and thank you
Judge your audience before making small talk
Return your calls

84. Contd….. Realize proper usage of mobile phones in business
Understand how to leave an adequate voice message
Check messages frequently on a daily basis
Avoid using in a restaurant, movie, church, or meeting
Limit your conversation when in close quarters
Use a quiet voice
Don’t give out credit card #
Refrain from using when driving

85. Office etiquettes Be self-aware-use common sense
Mind your own business
Avoid strong cologne
Never ever go over your supervisor’s head
Obey your company’s business dress attire
Keep your germs to yourself
Treat every employee with the same respect
Do not post things of an offensive nature
No matter your job or your title, always hold yourself to a higher standard

86. Correspondence Etiquette
Every written invitation gets a response unless it asks for money
Respond within 1 week
Follow directions for response
Special instructions (dress code) will be in lower corners
Envelope will indicate if you may bring guest
Send “Thank you” letters
Always include a cover letter for written documents
Sit on written documents for 24 hours (if possible)

87. Conclusion Be cognizant of your interactions with others
Treat others how you want to be treated
Think before you act

88. Bibliography www.google.com www.business.com www.wikipedia.com

89. Any Questions ?

90. Thank You
Have a nice day