13 1 4 1 ss business etiquette

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