13 1 4 1 ss business etiquette
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Foundation Programme for Officers – 8.1
State Bank of India
BUSINESS ETIQUETTE
Foundation Programme for Officers – 8.1
State Bank of India
WHAT IS BUSINESS ETIQUETTE?
Rules that allow us to interact in a civilized fashion Code of behavior that is grounded in common
sense and cultural norms Manners matter in the workplace
Foundation Programme for Officers – 8.1
State Bank of India
Social etiquette: Based on chivalry-on the concept that the lady, the aged and the weak have to be protected.
Business etiquette: Has its origins from the Defence Services.
It is based on power and hierarchy.
TWO KINDS OF ETIQUETTE
Foundation Programme for Officers – 8.1
State Bank of India
FIRST IMPRESSIONSTHE RULE OF 12 IN BUSINESS
YOU NEVER GET A SECOND CHANCE TO MAKE A FIRST IMPRESSION.
The first 12 words The first 12 steps The first 12 inches The last 12 inches
Foundation Programme for Officers – 8.1
State Bank of India
Visual – how you look?-----------55%
Vocal – how you sound?---------38%
Verbal – what you say?-----------07%Ref:Dr Albert Mehrabian, Prof of Psychology at the Univ of California in his book “Silent Messages”
The first impression is made on nonverbal perceptions of behaviour & appearance.
THE FIRST IMPRESSION – 10 SECONDS
Foundation Programme for Officers – 8.1
State Bank of India
THE BUSINESS HANDSHAKEHandshakes are the physical greetings that go with
your words~ Unknown
How to shake hands When to shake hands When not to shake hands Handshakes to avoid
Foundation Programme for Officers – 8.1
State Bank of India
INTRODUCTIONS IN BUSINESSI look upon every day to be lost, in which I do not
make a new acquaintance~ Samuel Johnson
Introducing yourself Introducing others Responding to introductions What to do when you can’t
remember names Secret to remembering names
Foundation Programme for Officers – 8.1
State Bank of India
CONFLICT IN THE WORKPLACE
Stereotyping
Disrespect
Generalizations
Lack of Awareness
Foundation Programme for Officers – 8.1
State Bank of India
MIXING AND MINGLING IN BUSINESS
Prepare in advance Arrive early Position yourself Work the crowd Don’t clump Know when to leave
Foundation Programme for Officers – 8.1
State Bank of India
SECRETS OF A GREAT CONVERSATIONALIST
Prepare Make eye contact & smile Take responsibility Use icebreakers Ask the right kinds of questions Be a good listener
Foundation Programme for Officers – 8.1
State Bank of India
EXCHANGING BUSINESS CARDS
Carrying your card Presenting your card Receiving a card When to exchange cards With whom to exchange cards Never leave the office without a good
supply.
Foundation Programme for Officers – 8.1
State Bank of India
BODY LANGUAGE
A person’s posture, facial expressions, and gestures send messages.
Sometimes the message is loud and clear; sometimes its is open for interpretation.
Five places NOT to put your hands in business
Foundation Programme for Officers – 8.1
State Bank of India
COMMUNICATING IN A HIGH-TECH WORLDThe telephone is like the theatre~ when the phone
rings you are on. Be a star!
Answering the phone Managing the hold button Transferring calls Effective screening techniques ASAP method
Foundation Programme for Officers – 8.1
State Bank of India
Voice Mail/Answering Machine Tips
Your voice mail greeting
Leaving a message
Do’s Don’ts
E-mail Rules
Cell Phones Speaker Phone
Picture a phone booth Lower your voice Turn it off Give notice it may ring
Ask for permission Ask for the need
Foundation Programme for Officers – 8.1
State Bank of India
DRESSING FOR THE OCCASIONBy the time we meet and converse, we have already
spoken to each other in an older more universal tongue.~ Allison Lurie, Author of “The Language of
Clothes”.
Business professional attire Personal props and accessories The real meaning of business casual
Foundation Programme for Officers – 8.1
State Bank of India
CORRESPONDENCE IN BUSINESS
To key or write by hand? Front, back or sideways? The color of the ink Thank you notes Addressing the envelope
Foundation Programme for Officers – 8.1
State Bank of India
KNOWING TABLE ETIQUETTE WILL PUT YOU AT EASE.
Foundation Programme for Officers – 8.1
State Bank of India
YOUR BASIC PLACE SETTING
Foundation Programme for Officers – 8.1
State Bank of India
BASIC TABLE MANNERS
Let’s get seatedProper napkin useOrdering from the menuMinding your postureExcusing yourself
Foundation Programme for Officers – 8.1
State Bank of India
TABLE MANNERS
Eat with your mouth closed, sound of
your chewing should not be heard. Do not speak with food in your mouth. Do not make sounds while drinking liquids. Do not use toothpicks at the table.
Do not put your elbows on the table.
Foundation Programme for Officers – 8.1
State Bank of India
TABLE MANNERS Do not yawn, sneeze, cough or belch without
covering your mouth. If unavoidable say, “Excuse
me”. If a person at a table takes a pill do not be
inquisitive. Do not drop pieces of biscuits in your coffee/tea. Do not blow your nose or gargle in the basin.
Foundation Programme for Officers – 8.1
State Bank of India
SUMMARY
Manners will make the difference in whether you get that customer, a promotion, or that sale!
Business etiquette is simply about feeling and showing kindness and respect for those around you. It is about exercising good judgment.
Stop to hold a door, offer to help with a heavy package, or go out of your way to say thank you!
Foundation Programme for Officers – 8.1
State Bank of India