business etiquettes. session overview part i – appearance part ii – workplace etiquettes part...

BUSINESS BUSINESS ETIQUETTESETIQUETTES

BUSINESS ETIQUETTESBUSINESS ETIQUETTES

SESSION OVERVIEWSESSION OVERVIEW

• Part I – Appearance

• Part II – Workplace Etiquettes

• Part III- Office Etiquettes

• Part IV – Food Etiquettes

• Some Common Mistakes in Parties

• Test your Business Etiquettes

INTRODUCTORY THOUGHT INTRODUCTORY THOUGHT

Compare a Raw Diamond to a Polished Diamond

INTRODUCTORY THOUGHT INTRODUCTORY THOUGHT

Etiquettes can bring your real value in the

market place as a polished diamond.

WHAT ARE ETIQUETTES ?WHAT ARE ETIQUETTES ?

Etiquettes are the manners,

protocol or the way of behavior

one presents during his/her

interactions with people….

“Every action done in company ought to be done with some sign of respect, to those that are present”

…….George Washington

• Professional Etiquette influences success as it differentiates people in a competitive market..

• People who have proper etiquette move up the ladder faster & get rewarded better.

• Without etiquette, you limit your potential, risk your image, jeopardize relationships that are fundamental to business success.

WHY ARE ETIQUETTES IMPORTANTWHY ARE ETIQUETTES IMPORTANT

Good etiquettes are just good human relations.

Being polite is right, it makes people feel cared

about and important.

• IIntegrityntegrity

• MMannersanners

• PPersonalityersonality

• AAppearanceppearance

• CConsiderationonsideration

• TTactact

CREATE AN IMPACTCREATE AN IMPACT

PART I: APPEARANCEPART I: APPEARANCE

APPEARANCEAPPEARANCE

• Dressing

• Grooming

DRESSINGDRESSING

• First impressions count.

• An initial impression is made up of:

Non-verbal perceptions (55%)

Vocal quality (38%)

Words (7%)

First ImpressionsFirst Impressions

• Within 30 seconds Within 30 seconds people judge yourpeople judge your

Economic levelEconomic level Educational levelEducational level Social positionSocial position Level of Level of

sophisticationsophistication Level of successLevel of success

• Within 4 minutes Within 4 minutes people decide yourpeople decide your

TrustworthinessTrustworthiness CompassionCompassion ReliabilityReliability IntelligenceIntelligence CapabilityCapability HumilityHumility FriendlinessFriendliness ConfidenceConfidence

THE SUCCESS FORMULATHE SUCCESS FORMULA

The following attire gives a person complete control over the group. Black\Blue suit: Black and blue are the

colours of authority White Shirt Red color tie up to the waist Black socks Black shoes Sober buckled belt

DRESSING FOR WOMENDRESSING FOR WOMEN

• Salwar/Suit/Saree• Shoes• Purse• Watch• Jewellery• Cosmetics• Casuals

When buying suits, ties and shirts,

professionals should always look at the

best quality they can afford and then

spend 10 per cent more.

DRESSINGDRESSING

“ONLY THE RICHCan afford cheap clothing”

REMEMBERREMEMBER

GROOMINGGROOMING

Good grooming is the essential basic, so invest as much time as you need in front of the mirror before you go out. Then forget about how you look. It's not smart to be fussing over yourself in a meeting. Important parameters are:

Hair Care

Nails

Skin Care

Odour

PART II: WORKPLACE ETIQUETTESPART II: WORKPLACE ETIQUETTES

WORKPLACE ETIQUETTEWORKPLACE ETIQUETTE

• When in office…• Email• Telephone• Voice-Mail• Cell Phones• Answering

Machines

WHILE IN OFFICE….WHILE IN OFFICE….

• Speak in English• Usage of office resources• Punctuality• Lunch • Dealing with Seniors and colleagues• Group behavior• Hospitality

EMAIL ETIQUETTESEMAIL ETIQUETTES

• Check the organization's email policy

• Think about the message content before you send it out.

• Make sure that content is relevant to the recipients.

• Be polite.

• Trim any quoted message down as much as possible.

• Use humor and irony sparingly

EMAIL ETIQUETTESEMAIL ETIQUETTES

• Ensure that you have a relevant "Subject" line.

• Try to quote from the original message where relevant.

• Be patient, especially with inexperienced email users.

• Include a brief signature on your email messages to help the recipient understand who it is from.

• Be careful when replying to mailing list messages, or to messages sent to many recipients.

• Remember to delete anything that isn't needed or is trivial.

TELEPHONE ETIQUETTETELEPHONE ETIQUETTE

• Vocal quality counts for 70%

• Words spoken count for 30%

• What you say and how you say it are important

• Be sure listener gets message loud and clear

• Don’t chew, eat or drink while on the phone

BUSINESS TELEPHONE ETIQUETTEBUSINESS TELEPHONE ETIQUETTE

• Never leave a caller on hold for more than a minute

• If you need to speak to a co-worker who is on the phone, leave and try again later

• Don’t listen in on co-workers’ phone conversations

• When using a cellular phone in public, try not to bother others - keep it short and discrete

• Use your speakerphone sparingly

• Leave a clear and complete message including:

Your full name and title

Your phone number

A time which is best to reach you

(Briefly) the purpose of your call

VOICE MAIL ETIQUETTEVOICE MAIL ETIQUETTE

PART III: OFFICE ETIQUETTESPART III: OFFICE ETIQUETTES

OFFICE ETIQUETTEOFFICE ETIQUETTE

• The Proper Handshake• Introductions• Complimenting• Mastering Manners• Business Visits• Manners speak louder than

words• Business Cards• Strategies for Effective

Meetings

THE PROPER HANDSHAKETHE PROPER HANDSHAKE

• Keep thumb up and touch webs before wrapping the fingers around the other person’s hand.

• Start and stop crisply during the handshake

• Do not continue through the entire introduction

INTRODUCTIONSINTRODUCTIONS

• Always remember to introduce the person of lesser importance to the person of higher importance.

• Introduce a younger person to an older person, a co-worker to boss, boss to a client (the client ranks higher in importance than anyone else in the company!) and lay person to an official.

• Whilst being introduced, stand up, or at least make an attempt to rise. Smile and greet the person before shaking hands.

COMPLIMENTINGCOMPLIMENTING

• Never ask people where they got their clothes or what they cost.

• Don’t talk about what you paid for clothes or brag about designer labels.

• If someone compliments you, it’s not necessary to return the compliment.

MASTERING MANNERSMASTERING MANNERS

• Eyes are the windows to a

person’s soul.

• Eye contact creates a strong

connection between two people

and also creates an impression

of sincerity and trustworthiness.

• Listen actively

• Punctuality Is The Politeness Of

Kings

STRATEGIES FOR SUCCESSFUL MEETINGSTRATEGIES FOR SUCCESSFUL MEETING

• Do your homework

• Bring all necessary material

• Don’t Play

• Turn off cell phones and pagers

SPEAK UPSPEAK UP

• Think before you speak

• Be brief• Get to the point • Avoid confrontational

language• No public criticism

THE AGENDATHE AGENDA

• List discussion items• Designate who is

responsible for each item• Amount of time devoted

to each item• Handle most important

items first• Distribute well in advance

of the meeting

PART IV: FOOD ETIQUETTESPART IV: FOOD ETIQUETTES

PLACE SETTINGPLACE SETTING

• Liquids on the right Glassware Water glass Cup and saucer Knives and spoons

• Solids on the left Bread and butter plate Salad plate Napkin Forks

1 2

3

4

5

6

78

9 10

11

1213

14

IDENTIFY THE FOLLOWINGIDENTIFY THE FOLLOWING

1 Salad Fork2 Dinner Fork3 Bread and butter plate4 Butter spreader5 Napkin6 Place Plate7 Dessert Spoon

8 Dessert Fork9 Dinner Knife10 Salad Knife11 Soup Spoon12 Water Goblet13 Wine Glass14 Sherry Glass

SOLUTIONSOLUTION

ENJOY THE MEAL- ENJOY THE MEAL- BASICSBASICS

• Don’t talk with food in your mouth

• Don’t order messy foods

• Don’t burp

• Elbows off the table

• Go to the restroom to remove stuck food

• Pace your eating (stay with the group)

ENJOY THE MEAL - ENJOY THE MEAL - SEASONINGSEASONING

• Salt and Pepper are married

• Removing bad food

The way it comes in is the way it should come out (pits,bones) Use your fork to place on the side of the

plate

Bad food/other items should be discretely removed with your napkin

USING A FINGERBOWLUSING A FINGERBOWL

• At a formal meal, just before dessert, the fingerbowl may be brought to you on a doily on a dessert plate. Pick up the bowl and doily and place them on the upper left hand corner of your place setting.

• This is not the time for a thorough wash and wipe session. Dip fingertips of one hand and then the other in the bowl and wipe discreetly on your napkin.

• Don't try to clean your mouth at the dining table. Dab your lips with a napkin and save the rest for the washroom.

9:00

FoodEye Contact

WEAK Right Hand

Cigarette

Too Short

Too Comfortable

Should be worn

Invading PS

Watch the Drink

SOME COMMON MISTAKES IN BUSINESS PARTIESSOME COMMON MISTAKES IN BUSINESS PARTIES

TEST YOUR BUSINESS ETIQUETTESTEST YOUR BUSINESS ETIQUETTES