BUSINESS ETIQUETTE. WHAT IS ETIQUETTE? The word etiquette means conventional rules of social...

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BUSINESS ETIQUETTE BUSINESS ETIQUETTE

Transcript of BUSINESS ETIQUETTE. WHAT IS ETIQUETTE? The word etiquette means conventional rules of social...

Page 1: BUSINESS ETIQUETTE. WHAT IS ETIQUETTE? The word etiquette means conventional rules of social behavior, or professional conduct. The word etiquette means.

BUSINESS ETIQUETTEBUSINESS ETIQUETTE

Page 2: BUSINESS ETIQUETTE. WHAT IS ETIQUETTE? The word etiquette means conventional rules of social behavior, or professional conduct. The word etiquette means.

WHAT IS ETIQUETTE?WHAT IS ETIQUETTE?

The word etiquette means conventional rules The word etiquette means conventional rules of social behavior, or professional conduct. of social behavior, or professional conduct.

These are unwritten rules, which act as These are unwritten rules, which act as norms to be observed by all professionals. norms to be observed by all professionals. They help you realize when your behavior is They help you realize when your behavior is appropriate or inappropriate.appropriate or inappropriate.

The rules of business etiquette mean more The rules of business etiquette mean more than the rules of just being nice. They are the than the rules of just being nice. They are the fundamental rules that get business done. fundamental rules that get business done.

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IMPORTANCE:IMPORTANCE:

Good manners breed good Good manners breed good understanding and mutual respect understanding and mutual respect necessary for good business relations.necessary for good business relations.

If the purpose of business If the purpose of business communication is the fulfillment of a communication is the fulfillment of a certain business objective, knowledge of certain business objective, knowledge of business etiquette for expressing and business etiquette for expressing and manipulating individual personality is of manipulating individual personality is of paramount importance. paramount importance.

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INTRODUCTIONSINTRODUCTIONS TELEPHONE CALLSTELEPHONE CALLS BUSINESS DININGBUSINESS DINING INTERACTION WITH FOREIGN INTERACTION WITH FOREIGN

CLIENTSCLIENTS INTER PERSONAL BUSINESS INTER PERSONAL BUSINESS

ETIQUETTEETIQUETTE

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INTRODUCTIONSINTRODUCTIONS

A confident self- introduction always makes A confident self- introduction always makes a positive first impression.a positive first impression.

In the case of a prior fixed business In the case of a prior fixed business meeting, if you are an expected visitor, you meeting, if you are an expected visitor, you should first introduce yourself by telling your should first introduce yourself by telling your name and purpose: “I am … and I have name and purpose: “I am … and I have come here to meet … in the Finance Dept.” come here to meet … in the Finance Dept.” Only after introducing yourself, you should Only after introducing yourself, you should ask for the name and position of the other ask for the name and position of the other party.party.

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Do not use honorific words, like Sri, Smt, Do not use honorific words, like Sri, Smt, Mr., Mrs., Ms, or any other titles before Mr., Mrs., Ms, or any other titles before your name.your name.

If you are meeting the same person the If you are meeting the same person the second or third time after a gap of some second or third time after a gap of some weeks/ months, simply reintroduce weeks/ months, simply reintroduce yourself.yourself.

Speak your name slowly and clearly. Speak your name slowly and clearly. Repeat, if necessary.Repeat, if necessary.

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When you fail to recall someone’s When you fail to recall someone’s name: name:

Before the other person detects your Before the other person detects your failure, you should ask for his/her card. failure, you should ask for his/her card. You can say: “Could I have your latest You can say: “Could I have your latest business card for your telephone business card for your telephone number/address?” or “Could I know number/address?” or “Could I know your full name? I have your initials.”your full name? I have your initials.”

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How to introduce others:How to introduce others: Normally, the senior most person among Normally, the senior most person among

the visitors, or the host team, introduces the visitors, or the host team, introduces the other members of his/her group the other members of his/her group present there.present there.

The rule is that we do not introduce a The rule is that we do not introduce a senior to a junior. Instead, the lowest senior to a junior. Instead, the lowest ranked person is always introduced to the ranked person is always introduced to the highest ranked person.highest ranked person.

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HANDSHAKEHANDSHAKE

Nowadays most business meetings Nowadays most business meetings begin and end with a handshake. begin and end with a handshake.

As a visitor, you can first offer your As a visitor, you can first offer your hand for a handshake with your host. hand for a handshake with your host.

Nowadays, in business societies, Nowadays, in business societies, there is no gender distinction.there is no gender distinction.

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TELEPHONE ETIQUETTETELEPHONE ETIQUETTE

Handling business calls, requires Handling business calls, requires awareness of our unconscious actions awareness of our unconscious actions which often amounts to bad manners which often amounts to bad manners or lack of appropriate skills of effective or lack of appropriate skills of effective invisible interpersonal communication.invisible interpersonal communication.

The way we receive, respond, speak or The way we receive, respond, speak or hang up is as important as what is hang up is as important as what is communicated.communicated.

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Making a call:Making a call:

Before making a call, be clear about the why Before making a call, be clear about the why (purpose) and what (exact content) of your (purpose) and what (exact content) of your call. call.

To be brief and concise, jot down the points To be brief and concise, jot down the points you want to discuss. you want to discuss.

Keep a writing pad and pen ready.Keep a writing pad and pen ready. Consider whether the call is important from Consider whether the call is important from

your point of view or the receiver’s.your point of view or the receiver’s. Keep the duration of the conversation short.Keep the duration of the conversation short.

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Begin with self- introduction: your name, Begin with self- introduction: your name, company, purpose.company, purpose.

In organizations, your call will be generally In organizations, your call will be generally routed through a receptionist. So, greet routed through a receptionist. So, greet everyone and introduce yourself all over everyone and introduce yourself all over again.again.

If call is cut off, courtesy demands, that If call is cut off, courtesy demands, that the person who initiated the call should the person who initiated the call should redial immedieatly.redial immedieatly.

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Telephone courtesiesTelephone courtesies

Always use interrogative form for Always use interrogative form for making a request.making a request.

As a caller you do not know whether As a caller you do not know whether the person receiving your call is alone. the person receiving your call is alone. Therefore, confidential matters should Therefore, confidential matters should never be discussed over phone.never be discussed over phone.

Have a pleasant tone, sweet voice, Have a pleasant tone, sweet voice, proper intonation and clear proper intonation and clear articulation of words.articulation of words.

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BUSINESS DININGBUSINESS DINING

Business meals can be with colleagues or Business meals can be with colleagues or clients. It is a common practice to clients. It is a common practice to negotiate business at lunch or dinner. negotiate business at lunch or dinner. Therefore, one should act with a sense of Therefore, one should act with a sense of responsibility.responsibility.

As a Host: Invite the guest personally, may As a Host: Invite the guest personally, may be over telephone. Confirm the date, time be over telephone. Confirm the date, time and place in writing. If the venue is new and place in writing. If the venue is new for guest, help by giving directions.for guest, help by giving directions.

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Apprise the invitee of your guest list. Apprise the invitee of your guest list. It is a good practice to confirm once It is a good practice to confirm once

again the scheduled meeting a day again the scheduled meeting a day prior to the event. prior to the event.

As a host, reach the venue a little As a host, reach the venue a little ahead of the given time and ahead of the given time and personally check everything. personally check everything.

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BUSINESS TO BUSINESS BUSINESS TO BUSINESS ETIQUETTEETIQUETTE

Individuals represent companies. Each Individuals represent companies. Each individual is the company’s image individual is the company’s image builder.builder.

Be loyal to your organization:Be loyal to your organization:1.1. Do not criticize your organization before Do not criticize your organization before

your colleagues from other companies.your colleagues from other companies.2.2. Always speak well of your company.Always speak well of your company.3.3. Keep yourself informed of the new Keep yourself informed of the new

developments and better prospects of developments and better prospects of the company.the company.

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Confidential matters:Confidential matters:1.1. Keep confidential material in as few Keep confidential material in as few

hands as possible.hands as possible.2.2. Secure records and use code names.Secure records and use code names.3.3. Help others develop trust in you. Do not Help others develop trust in you. Do not

leak other’s secrets to protect your own leak other’s secrets to protect your own secrets from getting leaked.secrets from getting leaked.

4.4. Treat all colleagues with respect and Treat all colleagues with respect and respect hierarchies.respect hierarchies.

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OFFICE ETIQUETTEOFFICE ETIQUETTE

A sunny disposition: be cheerful, A sunny disposition: be cheerful, thoughtful and cooperative. thoughtful and cooperative.

Be ethical: learn to respect peoples’ Be ethical: learn to respect peoples’ confidences and secrets especially at work confidences and secrets especially at work place. Office gossip is well, but not at place. Office gossip is well, but not at others expense.others expense.

Security: keep important files and Security: keep important files and documents locked away. Take care of how documents locked away. Take care of how you dispose material.you dispose material.

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Personal habits: annoying habits such as Personal habits: annoying habits such as pencil tapping, or rocking up down in chair, pencil tapping, or rocking up down in chair, continuously wagging foot are definite no-continuously wagging foot are definite no-no. no.

Smoking in a non smoking zone, interrupting Smoking in a non smoking zone, interrupting someone before he or she has completed someone before he or she has completed his/her sentence, drumming your knuckles his/her sentence, drumming your knuckles when you are bored or staring at your feet when you are bored or staring at your feet when you are talking to someone should not when you are talking to someone should not be done. be done.

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Appearance: look clean and tidy. Try Appearance: look clean and tidy. Try not to wear clothes that sag and not to wear clothes that sag and wrinkle. wrinkle.

Good posture, clean hair and nails, Good posture, clean hair and nails, and respectable hairstyle.and respectable hairstyle.

Women should resist from painting Women should resist from painting their nails, or filing them, or even their nails, or filing them, or even putting on lipstick in public.putting on lipstick in public.

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