Business Etiquette
Presented by: MBA
Business Etiquette Agenda
• Definition
Business Etiquette in India
What Is Etiquette?
The set of:
• Rules
• Forms
• Practices
established for behavior in a polite, society or
in official or professional life
Business Etiquette
• The rules of good
• Etiquette is the
forms or manners
established as
acceptable or
required by society
or a profession.
Small Talk Openers
• Individuals
– 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?”
Small Talk Middle
• Safe topics
– Sports, books, movies, theater, art, travel
• Questions
– Ask, listen, elaborate with matching
experience, Ask again
• Be more interested than interesting
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.
How to Utilize Etiquette
• First
• Person-toPerson
• Business
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
Making Positive First Impressions
Determine audience
Identify their expectations
Establish objectives
Dress, behave, and communication in a
way that reflects audience expectations
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
Person-to-Person Etiquette
• Introductions
– Person of lesser status/authority is always
introduced to the person of higher status/authority
• Introduction Steps
1. Decide who has the most status/authority
– Customers, High Seniority Execs, Employees
2. Address senior ranking person
– “Mr. Seniority, I’d like to introduce Mr. Less
Important, our new associate.”
3. Turn to lower ranking person
– “Mr. Less Important, this is Mr. Seniority, our
 Always look at the person who needs the information#
Business Correspondence
Business Letter
Interoffice Memo
E-mail etiquttes
• The most common form of business
communications to is email.
• Email is also the fastest way to
communicate with other people.
E-mail Etiquette
• E-mail 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 e-mail should be used for business rather
than personal use—don’t send anything you wouldn’t
want to see in public
Tips for writing an e-mail
Check subject matter appropriateness
Ensure all recipients are needed
Correct spelling and grammar
Check email tone
– Harsh language and shouting
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
Business Letter Etiquette
• Check subject matter appropriateness
• Follow format
– Letterhead
– Date
– Recipient address
• 4 lines below date
– Salutation
• 2 lines below address
– Body
– Closing
• “Sincerely”, “Best Regards”
• 2 lines below body
– Signature
• 4 lines below closing
– Copies
• 1 line below signature
T& M Office Supplies
23 Main Street*Anytown* NC 27573
Tele: 339-555-2222**Fax: 336-553-2223*
*E-Mail: [email protected]&
December 1, 2009
Mary Jones
Manager, Paper R Us
40 Paper R Us Drive,
Paper Town, NC 27707
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
Again, thank you for the new Post It sample.
Mary Jones, Manager
Enclosure notation
• In the office today, printed memos are
seldom used.
• Memos today are primarily either:
– >Keyed in the body of an email message
– >Sent as an attachment to an email
Interoffice Memo
• Check subject matter appropriateness
• Be brief
• Follow format
– Who is suppose to act
– What should occur
– When it should start/end
• 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
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.
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
Code of Behavior
• Six “S’s” to Meeting/Greeting
1. Stand
– Shows respect
2. Smile
– Encourages a smile from the recipient
3. See
– Look into recipient’s eyes
4. Shake
– Utilize proper greeting
5. Speak
– Speak your name slowly and distinctly
6. Say
– Say the recipient’s name
• 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
•Business Seating Arrangement
•Meeting Etiquette
•Networking Etiquette
•Business Phone Etiquette
Business Body Language :
• Eye Contact
• Posture
• Smiles
• Handshake
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
• Staring or holding eye contact
for too long can make people feel
uncomfortable and is unsettling.
Eye contact
• Appropriate eye
contact is important
for effective
• People who like or
feel comfortable with
each other engage in
eye contact more
• People who avoid eye
contact are likely to
be feeling
uncomfortable, guilty
or embarrassed.
•Turning head & hand
• 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
• Smiles are an important
facial expression.
• They show interest,
excitement, empathy,
concern; they create an
upbeat, positive
• Smiles can, however,
be overused. Often,
men smile when they
are pleased; women
smile to please, You
know which is the most
• 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.
The Topper
The Pull-In
The Finger Squeeze
The Two-Handed Shake
The Bone Crusher
The Palm Pinch
The Limp Fish
The Proper Handshake
*Leaning forward = interest
*Smiling = friendly
*Nodding = attentive and
*Eye contact = curious and
• *Crossed arms =
• *Fidgeting hands
or tapping feet =
nervous or bored
• *Lack of eye
contact =
• *Leaning back=
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
Never use the left hand to
give and receive cards
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
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.
What should I wear?
So !!
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.
Dress for Success
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
Dress for Success
Business Lunch/Dining
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-toeat food and limit drinks for yourself
• 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!
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
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
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
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
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
Setting Arrengement
Knowing table etiquette will put you at ease.
Table management
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
• If someone enters your group, greet them
and make introductions
Cocktail Party Tips
• Go to food table first—easiest place to start
• 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
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.
• Basic skills are tools for getting
information and sharing ideas.
These skills are:
– Speaking
– Listening
– Reading and
– Writing
• 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.
• 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
Business Manners for Job
Dress to impress:Conservative dark suit
Well groomed
Arrive early:20 minutes minimum
Allow for travel, bad
directions, weather, etc
 Find out what the job
responsibilities are.
 Find out and record
where, when, and with
whom you will interview
 Prepare a resume
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
• Don’ts
– Expect your resume to do the work
– Talk negatively about former companies or coworkers
– Be late
– Wear cologne or perfume
– Too weak or too strong handshakes
– Yes/No answers only
– Body posture/Non-verbal signals.
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
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
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
Networking Etiquette
What is Networking
Is not about superficial connections and brief
• 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.”
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
Where, When and How to
• Write down the names of 25 people in your
• Brainstorm using the categories:
• Family/Friends
• Social
• contacts
• Professional Contacts
• Educational Contacts
• Service Providers
The Four “E”s
Establish ……………….. eye contact
Extend …………………. your hand
Exchange ……………… business cards
Engage………………in conversation
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
Maintain contact in good times and bad
• 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
Business Phone Etiquette
• Answer the phone with your name and company (or
• 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
• Realize proper usage of mobile phones in business
• Understand how to leave an adequate voice
• Check messages frequently on a daily basis
• Avoid using in a restaurant, movie, church, or
• Limit your conversation when in close quarters
• Use a quiet voice
• Don’t give out credit card #
• Refrain from using when driving
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
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
• 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)
• Be cognizant of your interactions
with others
• Treat others how you want to be
• Think before you act
Any Questions

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