1. Business Etiquettes Dr. Rajendra Barve Training for Essar Group

2. Dressing up and not Dressing down Make statement about individual personality and organisational culture When meeting people for the first time from another country/organisation a team of presenters may choose 1.Similar clothes like same-coloured shirt, tie, tie-pin 2.Wear blazers for short meetings 3.For day-long meetings suit in the morning

3. Dressing up and not Dressing down Dress formal or smart casual Day-long meeting continues into a banquet dinner, check with the host to change into casual/ formal Check whether it is a sitting dinner-dress code for such dinners is formal

4. Choice of Clothes Depends on what looks good on you and what you enjoy wearing Trousers formal always with waist belt Colours recommended for trousers 1. Shades of black 2. Navy blue 3. Grey Never Brown Navy blue blazer with gold buttons – is not a formal dress (it is worn casually) Pocket flaps of blazers open – casual, closed – formal Shirt colours- white, pale blue, pinstripe shirts, long sleeved Ties solid colour/ small self design on tie-formal Floral pattern on tie-smart casual Tip of the tie at the top of the waist belt No loud colours or cartoon characters on tie

5. Grooming Do Keep hair trimmed and cleaned Clean shave or moustache, beard trimmed neatly Keep nails trim and clean Pressed and well-ironed clothes Use masculine perfumes which have a spicy smell as opposed to a flowery/sweet smell Don’t Don’t Have flowing locks and dandruff Have multi-coloured hair Have dirt underneath nails and nails can hurt while shaking hands Wear more than two rings - one on each hand Use ANY perfume. Only the one labeled ‘pour homme’ (for men)

6. Women’s style Choice of clothes: Indian, Western Western: Business suit Straight Skirt without pleats or Trousers Colour: Navy blue, beige, black Worn with shirt and scarf or shirt and classic jacket Shirt must have full sleeves and scarf must be knotted properly No loud colours for shirts

7. Women’s style Indian dress code Preferably wear sari of a stiff material (thick silk, starched cotton) Pinned properly Preferable colours beige, creams, pastels, no loud colours and broad jari borders Blouse must be high necked and have half sleeves

8. Grooming for women Clean, manicured nails are a must If using nailpaint check everyday whether colour is chipped or not Otherwise do not paint nails Do not use loud colours for painting nails Avoid accessories which draw attention to yourself (wearing payal, dangling earrings, long necklaces, bangles, too many rings) Simple bracelet on one wrist, watch on the other wrist, small earrings, mangalsutra or a necklace which is not too long, maximum of two rings Ethnic wear a strict no for meetings-only for social occasions NO sport shoes, stilettos or chappals Wear patent leather shoes with skin-coloured socks

9. Introductions Colleague to colleague No need to use titles like Mr., Ms. within organisation but use them if in another organization or in formal organization While doing so, use very simple adjectives to describe the person like, its very exciting/stimulating/rewarding to work with so and so. Never use superlatives which sound hollow and meaningless Junior to senior Begin with addressing the senior by saying Mr/Ms (senior position), may I introduce Mr/Ms. (junior position) Colleague to customer Always introduce the colleague (even a very senior in your organization) to the customer, irrespective of his age, saying “Mr.Customer, this is Mr. so-and-so, our managing director.”

10. Introductions Self Never use personal titles like Mr/ Ms, Dr, etc. to introduce yourself. Do greet and then introduce yourself. Speaker to audience for dinner meetings or formal speeches At formal dinner meetings introduction of the speaker must be crisp and brief. Welcome the speaker, mention the title/position by virtue of which the person is the speaker and then a couple of lines about work related to the gathering and offer toast and then request the speaker to speak No lengthy introductions leading people to yawn and as such introductions make you appear in poor light (it looks as if you are trying to ingratiate the speaker) Search interesting phrases and don’t use often used cliches like ‘so and so needs no introduction’ or ‘I don’t want to stand between you and the speaker’ etc While introducing and being introduced always stand up and do the introduction.

11. Using names Check people’s names and their spellings for clarity and respect. Check if you can use the correct pronunciation and not the accent! Write down the name the way it must be used. Check if people tell you to call them so and so, till then address with last name as Mr.so and so. Don’t use nick names even if you hear them aloud being used by his/her colleagues If you want people to use your nickname to address you, say so. In formal meetings, never address your colleagues with nicknames, but you need not use titles like Mr. Titles are used with surnames and not first names

12. Offering Business Cards Cultures differ in offering business cards Usually you stand up and offer card holding it in both hands’ thumbs and index fingers When offered a card, read it and keep it on the table till the end of the conversation If there are multiple addresses or e-mail ids or contact numbers ask which one is preferred (land-line or mobile) Never interrupt a conversation to offer a business card unless asked for After the conversation and the guest has left make a note on where, why and how you met the guest in brief

13. Remembering Names When introduced to someone make sure you have heard their name correctly by saying, “How are you, Mr. Vineet Joshi?” thus ensuring that you will be corrected if you have heard the name wrong the first time. If you say both the first and second names, chances are you will at least remember one of them. When sitting down for a meeting with unknown people draw a map And write the names corresponding to the places

14. Making Telephonic Conversation Do s When you call someone, say your name and name of your organisation and ask whether the person is busy While receiving a call keep paper and pen ready to make notes, preferably on printed message notepaper Be aware of your body language, important calls should be taken standing up Apologize if you cough or sneeze If you want to think and respond inform the other person that you are thinking Don’t s Don’t s Put the person you are calling on hold E.g.You want a conversation to take place between A and B where A is from your organisation and B is not, then keep A waiting on line and then call B Sigh, eat while on the telephone Doodle, draw on paper or play with things while on telephone

15. Voicemail While leaving a message on your voicemail, say your name clearly, state why you can’t take the call and when you will call back. While keeping a message on other’s voicemail, state name, day and time, telephone number and purpose of call briefly

16. Mobile Phones Remember On and Off switches In meeting follow the code of switching off, silent mode, etc. Keep mobile handy in a fixed place say, in the right-hand pocket to avoid embarrassment while searching for the mobile phone No messaging at night Check whether abbreviations are unambiguous In formal messages, do not use abbreviations to avoid confusion

17. Tele-conferencing Sign in at appropriate time Confirm time (IST or otherwise) Use clear diction Voice should sound enthusiastic and energetic and not robotic Greet briefly and restrict small talk Decide how people will take turns to speak like A, B, C to avoid overlapped conversation

18. Tele-conferencing Before repeating anything important, say, ‘I repeat’ and then repeat Avoid using colloquial words/ slang while on international calls Personal mobile should be switched off before teleconference starts Video-conferencing Treat a video conference as a face-to-face meeting with the others Follow etiquettes of dress, manner, body language, greeting, expressions, etc. Don’t move around while conversing Don’t talk on side or have a private conversation Don’t fidget and draw attention to yourself

19. E-mails Think before sending an e-mail. Check to whom the mail is being sent and what is being sent, forwarded Let it be discrete as other people may have access Use correct grammar and appropriate words as far as possible. Do not use lingo, slang in e-mails. Do not e-mail unnecessarily Your e-mail is a business letter after all so make sure it is well laid out, follows a logical sequence and is complete. e.g. Do not send separate e-mails for specifications of a single product Always mention the appropriate specific subject in the subject tag e.g. advice on transport required and not advice required If subject changes, change subject tag, while replying to emails. Write ‘Dear Sir/Madam’ if there is no personal relationship with the other person Keep everything formal by starting formally with Dear so-and-so and ending with Yours sincerely or Regards

20. Behavior at Meetings Don't Repeatedly click pens Shake leg in nervous-twitchy fashion Sigh loudly Point a pen while speaking to someone Look at the ceiling when someone is talking Stare at fingernails and fiddle with something Raise eyebrows when a suggestion is made but not follow it up by saying anything

21. Foreign business etiquette Meetings Have your own translator Have your own translator Don’t assume that the other party does not know your language Don’t assume that the other party does not know your language Always have word with your translator about how you are going to pace and unfold details of your messages Always have word with your translator about how you are going to pace and unfold details of your messages Always prepare well before hand. Carry copies of agenda for all your team members Always prepare well before hand. Carry copies of agenda for all your team members Accept business customs rather than judge them Accept business customs rather than judge them Don’t assume or imply that your way of doing things is always the best Don’t assume or imply that your way of doing things is always the best Pace well with your translator. Use short sentences. Pause while the translator conveys Pace well with your translator. Use short sentences. Pause while the translator conveys Don’t lose eye to eye contact with your guest Don’t lose eye to eye contact with your guest Reciprocate emotions when appropriate Reciprocate emotions when appropriate Carry note pad, and use bullet points to check the points already covered Carry note pad, and use bullet points to check the points already covered Avoid using tongue in cheek remarks, aside, jokes, and sarcastic comments Avoid using tongue in cheek remarks, aside, jokes, and sarcastic comments

22. Foreign business etiquette People Build empathy Listen and concentrate on what is being said Talk with your translator to convey to the other party that you are going to confirm or reconfirm parts of messages Generally avoid talking about Politics Politics Sex Sex Gender issues Gender issues

23. Foreign business etiquette In the Arab world Appointments generally indicate that meeting will take place Major business decisions are made at the highest level Not necessarily at the level where you are negotiating Business card should be printed in both the languages and presented with the right side Shake-hands and long grips are ok. It is unfriendly to withdraw from long grip Avoid gifts showing pigs, dogs, or parts of human body. High quality compass may be appreciated

24. Foreign business etiquette People’s Republic of China Punctuality is extremely important Remember that people often hear without visible responses Do not interrupt your or their seniors Bow the head slightly when introduced Do not mention Taiwan Do not wrap gifts in black, white or blue. Use red Do not leave an empty bowl as it indicates that your host did not provide you enough

25. Foreign business etiquette Germany Attention to detailed information on company, status and long term planning and punctuality Not comfortable with sudden or unannounced changes Dressing well is important Avoid jokes and small talk. Business is conducted earnestly. Avoid appointments on Friday afternoons Handshake brief and all around Dark suits prefered

26. Foreign business etiquette Japan Introduction from mutual contact like bank etc First meeting is supposed to get to know people and decisions are slow to make Bowing with eyes lowered is customary and depends on the seniority Respect is essential for age, rank, ideals and methodologies Preference to meet and deal with people of equivalent ranks and seniority Saying ‘no’ is rude, use ‘may be’ Business cards are important. Observe how they are offered- mostly with both hands and must be received similarly. Positions around table are according to the decreasing order Don’t compliment individuals but groups of people Never be casually dressed and be ready to remove footwear. Ritual of offering gifts is part of doing business. Don’t wrap in black and white. Use red. Sake is Japanese wine which is consumed at room temperature

27. Foreign business etiquette Spain Establishing close and friendly relationships is important. Appreciate high quality business literature and polished product demonstrations Show respect for Spanish customs and practices. Personal pride dignity and honor must never be challenged Be Mindful of siesta time 1.30 to 4.30pm. Business hours may extend to 7pm Stylish elegance is appreciated Gifts may be presented at the end of successful conclusion of a deal. Your company logo should not be prominent Business lunches may be long and business may not be discussed until coffee is served.