2 WHAT IS ETIQUETTE?The word etiquette means conventional rules of social behavior, or professional conduct.These are unwritten rules, which act as norms to be observed by all professionals. They help you realize when your behavior is appropriate or inappropriate.The rules of business etiquette mean more than the rules of just being nice. They are the fundamental rules that get business done.
3 IMPORTANCE:Good manners breed good understanding and mutual respect necessary for good business relations.If the purpose of business communication is the fulfillment of a certain business objective, knowledge of business etiquette for expressing and manipulating individual personality is of paramount importance.
4 INTRODUCTIONSTELEPHONE CALLSBUSINESS DININGINTERACTION WITH FOREIGN CLIENTSINTER PERSONAL BUSINESS ETIQUETTE
5 INTRODUCTIONSA confident self- introduction always makes a positive first impression.In the case of a prior fixed business meeting, if you are an expected visitor, you should first introduce yourself by telling your name and purpose: “I am … and I have come here to meet … in the Finance Dept.” Only after introducing yourself, you should ask for the name and position of the other party.
6 Do not use honorific words, like Sri, Smt, Mr. , Mrs Do not use honorific words, like Sri, Smt, Mr., Mrs., Ms, or any other titles before your name.If you are meeting the same person the second or third time after a gap of some weeks/ months, simply reintroduce yourself.Speak your name slowly and clearly. Repeat, if necessary.
7 When you fail to recall someone’s name: Before the other person detects your failure, you should ask for his/her card. You can say: “Could I have your latest business card for your telephone number/address?” or “Could I know your full name? I have your initials.”
8 How to introduce others: Normally, the senior most person among the visitors, or the host team, introduces the other members of his/her group present there.The rule is that we do not introduce a senior to a junior. Instead, the lowest ranked person is always introduced to the highest ranked person.
9 HANDSHAKENowadays most business meetings begin and end with a handshake.As a visitor, you can first offer your hand for a handshake with your host.Nowadays, in business societies, there is no gender distinction.
10 TELEPHONE ETIQUETTEHandling business calls, requires awareness of our unconscious actions which often amounts to bad manners or lack of appropriate skills of effective invisible interpersonal communication.The way we receive, respond, speak or hang up is as important as what is communicated.
11 Making a call:Before making a call, be clear about the why (purpose) and what (exact content) of your call.To be brief and concise, jot down the points you want to discuss.Keep a writing pad and pen ready.Consider whether the call is important from your point of view or the receiver’s.Keep the duration of the conversation short.
12 Begin with self- introduction: your name, company, purpose. In organizations, your call will be generally routed through a receptionist. So, greet everyone and introduce yourself all over again.If call is cut off, courtesy demands, that the person who initiated the call should redial immedieatly.
13 Telephone courtesiesAlways use interrogative form for making a request.As a caller you do not know whether the person receiving your call is alone. Therefore, confidential matters should never be discussed over phone.Have a pleasant tone, sweet voice, proper intonation and clear articulation of words.
14 BUSINESS DININGBusiness meals can be with colleagues or clients. It is a common practice to negotiate business at lunch or dinner. Therefore, one should act with a sense of responsibility.As a Host: Invite the guest personally, may be over telephone. Confirm the date, time and place in writing. If the venue is new for guest, help by giving directions.
15 Apprise the invitee of your guest list. It is a good practice to confirm once again the scheduled meeting a day prior to the event.As a host, reach the venue a little ahead of the given time and personally check everything.
16 BUSINESS TO BUSINESS ETIQUETTE Individuals represent companies. Each individual is the company’s image builder.Be loyal to your organization:Do not criticize your organization before your colleagues from other companies.Always speak well of your company.Keep yourself informed of the new developments and better prospects of the company.
17 Confidential matters: Keep confidential material in as few hands as possible.Secure records and use code names.Help others develop trust in you. Do not leak other’s secrets to protect your own secrets from getting leaked.Treat all colleagues with respect and respect hierarchies.
18 OFFICE ETIQUETTEA sunny disposition: be cheerful, thoughtful and cooperative.Be ethical: learn to respect peoples’ confidences and secrets especially at work place. Office gossip is well, but not at others expense.Security: keep important files and documents locked away. Take care of how you dispose material.
19 Personal habits: annoying habits such as pencil tapping, or rocking up down in chair, continuously wagging foot are definite no-no.Smoking in a non smoking zone, interrupting someone before he or she has completed his/her sentence, drumming your knuckles when you are bored or staring at your feet when you are talking to someone should not be done.
20 Appearance: look clean and tidy Appearance: look clean and tidy. Try not to wear clothes that sag and wrinkle.Good posture, clean hair and nails, and respectable hairstyle.Women should resist from painting their nails, or filing them, or even putting on lipstick in public.