Business Etiquette

Business Etiquette

• Conventions / norms of social behavior observed in the work place

• Part of professional conduct that help getting business done

• If ignored, behavior may be termed as disruptive, uncultured etc.

• Learning BE helps professionals act with ease in any business setting

Basic Rules of Business Etiquette

Rules pertaining to –– Introductions– Telephone calls– Business dining– Interpersonal business etiquette – Interaction with foreign clients– Business to Business etiquette– Customer Care

Basic rules of Etiquette

Rules pertain to – Introductions• Introducing yourself – – A confident self introduction makes a positive

impression – confident, assertive, enterprising• Good morning, I am …• Just the name or both the name and surname may be

used depending on the situation • If names are difficult to pronounce they should be

mentioned slowly

Basic rules of Etiquette

Rules pertain to – Introductions• Introduce yourself correctly – – First step to cordial business transaction -

Give name, surname, designation and name of the company - British system (Americans prefer the last name)

– Repeat name tactfully if it is forgotten• Say you missed telling them your name (to make them

feel comfortable)

Basic rules of Etiquette

Introducing yourself - some rules – If you are an expected visitor – introduce yourself

and mention the purpose of the visitThen ask for the name of the other person

– Do not use titles before the name (except PhD degree – Dr. can be used)

– Mention your name slowly and clearly– Handshake may be used to introduce oneself

accompanied with eye contact and a smile

Basic rules of Etiquette

Introducing yourself - some rules – Handshake may be used while introducing oneself • Visitors first offer their hand to the host• Or both together• As a sign of warmth, when leaving, the left hand may

cover the hands being shaken• In other cultures handshake may be accompanied with

a hug and a kiss / air kiss• In India the traditional form is folded hands, bowed

head, eye contact

Basic rules of Etiquette

Rules pertain to – Introductions• Failing to recall someone’s name – be tactful– Ask for the latest business card / ask for the full

name

Basic rules of EtiquetteIntroducing the other person – – Clear, complete introduction of others makes them feel

relaxed and creates a congenial atmosphere– Protocol - senior most introduces the members of his

team ‘may I introduce…’– First visitors are introduced, then the host team– Junior most is introduced first and then the senior most– Introduce the junior to the senior and then senior to junior

• ‘May I introduce…’is the formal way to introduce junior to senior• To others ‘meet …’• Repeat the name for it to register – mention an interesting detail

to make it sound natural. Designations may be used

Basic rules of EtiquetteTelephone etiquette - as important as what is communicated

– Pertains to - way to receive, respond, speak, hang up, is – Making a call –

• Be brief and precise• Prepare before calling – purpose and content (why and what)

– First call– Follow-up call

• Know who you must speak to and chose a convenient time• To be brief – jot points in order in which they are to be discussed• Keep a pen and note pad to note important information• Begin with what is of interest to the receiver and then about your

interest• Keep duration of conversation as short as possible

Basic rules of Etiquette

Rules pertaining to – Telephone calls– Way to begin a call:

• Greet the receptionist, introduce yourself and then mention who you want to speak to / their secretary

• First establish identity and purpose – context for the conversation

• Self introduction first time should include – name, designation, company, purpose

• If speaking to the secretary - introduce yourself and mention the purpose of the call – be pleasant

– Way to receive a call:• Pick up phone within 5 rings or apologies

– If call is not picked up after 10 rings – cut off and call later / try another number

Basic rules of Etiquette

Rules pertaining to – Telephone calls– Speaking with the desired person

• Use conversational skills to engage caller and establish relationship

• Use open ended questions (rather than close ended)• End on a positive note

– If call is cut off – initiator of the call should redial immediately and apologies “sorry the line got disconnected’

– If the receiver disconnects for some reason, he should call back with a suitable explanation

Basic rules of Etiquette

Rules pertain to – Telephone calls– Common telephone courtesy – • Be polite – please, thank you - when requesting /

when it is done• Use interrogative form for making a request -‘Could

you…’ ‘ May I speak with / request you …’ (a categorical statement sounds like an order)

Basic rules of Etiquette

Rules pertain to – Telephone calls– Secretary’s telephone etiquette – calls are

passed on to bosses by them• Be courteous and tactful• When checking with the boss, ask caller to ‘please

hold on..’• If boss cannot take the call say ‘ sorry he is busy …

may I have your number and he will call back when he is free’ ( even if not true)

• Go off the line during the conversation

Basic rules of Etiquette

Rules pertain to – Telephone calls– Precautions• Confidential matters should not be discussed – can be

over heard / phone tapped• Check if person is free to discuss purpose before

continuing with the call• Use non-verbal skills – pleasant tone, pleasant voice,

intonation, articulation

Basic rules of Etiquette

Rules pertain to – Business dining (official)– With colleagues and client – Before, during or after work

• Dinning at social functions, festivals etc. should follow cultural norms

Basic rules of Etiquette

Rules pertain to – Business dining– As a host

• Invite the guest personally - verbally • Confirm in writing - date, time, and place (give directions if the

person is new)• Appraise the invitee of the guest list (include designations)• Reconfirm occasion a day prior• Reach the restaurant ahead of time and check seating

arrangements• Receive the guests personally outside the dinning hall and move

together to the table• Ask the guest for his choice of food and drink• The host makes the payment at the restaurant and even the taxi

(if the guest is important)

Basic rules of Etiquette

Rules pertain to – Business dining– Business talk are more informal and relaxed.

Helps democratize business– After pleasantries, host introduces topic in a

general manner– Important points / conclusions may be noted

down– It is an opportunity for easy give-and-take

negotiations

Basic rules of Etiquette

Rules pertain to – Business dining– Food preference – • As a guest, stick to dietary and drink preferences• Do not discuss values of your preferences• It is best to avoid alcoholic beverages or drink only in

moderation – make excuses (early flight, drive back)• Do not hesitate to waste food if it is too much• Indicate you have finished by placing a fork and knife

together on the plate in the 6 o’clock position

Basic rules of Etiquette

Rules pertain to – Business dining– Table manners • Use cutlery as used in ones culture (European /

American)• Know how to use cutlery if you decide to use it• Ask for specific cutlery if you are more comfortable

using it• Eating with the hands is fine if it is Indian food • Belching – suppress it to and say ‘please excuse me’• Getting the server’s attention – try eye contact, turn

around to face them, say ‘excuse me’

Basic rules of Etiquette

Rules pertain to – Interpersonal etiquette – Interact courteously with foreign clients to

develop good relations– Respect their religious beliefs and cultural needs– Try to use some words of their language– Prepare documents in both languages– Use an interpreter for important business

occasions

Business to Business Etiquette

– Every employee is a company representative and must know how to conduct themselves

– Be loyal to the organization• Do not criticize before colleagues or other company executives• Defend colleagues action without offending the complainant. • Promise corrective action • Always speak well of the company, be part of the action• Be proud of the company • Stay informed about the new developments. Highlight positive gains

rather than losses

Business to Business Etiquette

– Every employee is a company representative and must know how to conduct themselves

– Confidential matters• Ensure confidential matters are known to as few as

possible• Secure records and use code names to protect

information / person• Help others develop trust in you – do not leak other

people’s secrets and protect your own

Managing Customer Care

To maintain customers / client observe the following– Handle ordinary customers and suppliers well– Be prompt in the service / supply to customer– To gain competitive advantage observe• Number of complaints received and responded to• Number of clients revisiting your company• Number of step-ins everyday• Commitment of your suppliers to help in situations of

emergency

Respect Hierarchy

For good relations and mutual understanding -• Treat all colleagues with respect• Respect all clients / suppliers, etc. you visit• Use business cards to -– inform people of other organizations your

designation– Get to know the other person’s designation

Business Manners in Different Countries

Important to know -– When one is in a different country– When one is host to foreigners