BUSINESS ETIQUETTE

PRESENTATION CONTENT Why Business Etiquette? Myths/Misconceptions Basics of Professional Behaviour & Rapport Building Image Tips for Making a Great First Impression Business Introductions, Greeting & Handshakes Open Office Manners – Avoiding Faux pas Relationships with Boss, Peers & Subordinates Projecting Passion, Respect & Warmth Art of Polite Conversation and Interaction Handling Multi-cultural Situations at Work Telephone and E-Mail Protocol Protocol in Business Meetings Giving & Receiving Gifts Defining our “Rules at Work”

LADDER OF SUCCESS Communication Ambition Education Appearance Decision-making Self-confidence

Getting Things Done

Hardwork

WHAT IS ETIQUETTE?Norms established by conventionThe way professionals conduct

themselves

WHY IS ETIQUETTE IMPORTANT? Stay ahead in the corporate world Promote fruitful/rewarding relationships Obtain business and enhance success Get respect and credibility from others Make a positive impression Help others feel comfortable

Etiquette is like stage-lightingYou don’t notice it until it is bad!

PROFESSIONAL IMAGE Dress for success Correct business introductions Confident handshake Observe personal space Elementary courtesies Respect for others Discipline and attitude Project competence Represent company with pride

OFFICE PROTOCOL – DEMONSTRATING RESPECT Treat others the way you would like to be treated Contribute towards creating a productive environment Be courteous in the use of shared spaces Being helpful does not reduce status. Do your bit Let natural humour flow – wit is a winner Learn political correctness – speech/action Never blame others – shows lack of accountability Be punctual at work - it gets a lot of respect Use privileges carefully – make sense of absence Politeness has & will never gone out of fashion

OFFICE PROTOCOL – DEMONSTRATING RESPECT

Keep your voice down in a conversation Don’t call out to co-workers several work-stations away Move to meeting room if someone standing too long Schedule personal/sensitive conversations elsewhere Keep ears plugged when others are on the phone Never repeat/use accidentally overheard conversations Don’t keep groaning (canteen, transport, AC, toilets, …) Avoid certain words/phrases that are toxic at work Have a neat & organised desk – fishbowl style

OFFICE PROTOCOL – DEMONSTRATING RESPECT

Avoid speaker dial/conversations; Control headset flow Answer phone promptly – turn the ringer down Respect privacy – imagine an invisible door Use main corridors – avoid cut throughs Avoid provocative/religious messages in work area Observe ‘no smoking’/hygiene/perfume protocol No eating or drinking tea/coffee at the workplace Food with strong odours are best avoided Observe table manners/dining protocol in cafeteria Follow the 50% ‘hot desking’ protocol

OFFICE PROTOCOL – DEMONSTRATING RESPECT Don’t change settings on others computers Be discrete about one’s personal life Willingly train/help new comers at work Avoid personal calls/callers at work Effective use of company stationery/property at work Draw a line between ‘fun culture’ & ‘discipline’ Build a personal brand – channelise positive energy …………………………………………………………… …………………………………………………………… ……………………………………………………………

DAILY GOODWILL IN THE OFFICERelationship with superiors

Rise and stand when he/she enters the officeAvoid voicing contrary opinions in publicNever gush or grovel to get attentionAvoid public show of dissentDon’t refuse assignments/responsibilitiesKeep him/her informed at all timesKeep professional and personal secrets

DAILY GOODWILL IN THE OFFICE

Relationship with Peers

Shoulder your fair share of workWork with a spirit of harmonyFollow up & get back when you say you willNever grudge a co-workers successBack-stabbing and petty talk are in poor tasteDevelop & follow appropriate escalation matrixAvoid discussions on appraisal outcomesStay away from people who gossip/play politics

DAILY GOODWILL IN THE OFFICERelationship with Subordinates

Don’t throw your weight aroundTreat them with courtesyRespect their ability, time and opinionsProvide feedback and praiseDon’t undermine authorityGive clear and accurate instructionsAccept responsibility when things go wrong

ART OF POLITE CONVERSATION

Initiating a Conversation

Self-introduction with pleasant disclosure Question + Statement Compliment + Question Open questions to exchange information Identify conversation starters Be attentive to cues

IMPROVING YOUR CONVERSATION Come across as a well-informed individual Speak slowly & softly; avoid cliques/accent Don’t interrupt, intrude or hijack discussions Don’t discuss private matters – draw others in Accept compliments & avoid monosyllables Avoid bragging, exaggerating and cheap gossip Don’t use swear words and off-colour humour No personal questions and seeking free advice Don’t correct others diction/burst others balloons Be comfortable with silence – make eye contact

CONVERSATIONS TO AVOIDArgentina : Dictatorship; Maradona problemChile : Argentina/Pinochet issueChina : Hongkong, America, TaiwanBritain : EU, Mad cow, MonarchyIndia : Scams, Pollution, Religion, KashmirRussia : Army, NATO, CorruptionSouth Korea : Trial of Presidents, Korean war, Switzerland : EU, Prices, Bank secrecy/LaunderingUSA : Abortion, Obesity, Sexual Innuendoes

TELEPHONE SKILLS (BASIC) Be prepared Respond professionally Request hold-ons Control the conversation Take accurate messages Avoid mouth noises Give caller undivided attention Be sincere and enthusiastic Give spoken feedback signals Leave a good last impression

TELEPHONE (SILVER RULES) Dial professionally – smile! Prepare and stick to your script Use the magic words – music to customer Cultivate a business-like, personable voice Follow protocol while transferring calls Provide updates on efforts to get information Learn to handle assertive customers Don’t share personal information with caller Give advice so as to inspire confidence Make and receive your own calls

TELEPHONE SKILLS (GOLDEN) Talk clearly, naturally into the mouthpiece Speak a fraction slower than normal Use courtesy titles – err on side of formality Choose your words – no slang expressions Be tactful, positive and courteous Use open/closed questions appropriately Respect others priorities Be efficient without being abrupt Signpost conversation for better impact Avoid the bureaucratic bounce

TELEPHONE SKILLS (PLATINUM) Keep your phone technology friendly Turn off call waiting in business Make arrangements when away Be aware of products and its revisions Know people who possess data you lack Avoid using company/industry jargon Handle calls in the order they are received Apologise if you get the wrong number Disconnect with care – caller to hang up Stay in touch with your clients

CELL PHONE ETIQUETTE Use a tune that is soft and not annoying Speak in a hushed tone/soft voice Don’t air business/sensitive affairs Switch it off/use vibrator mode sometimes Gain as little phone attention as possible Take care while using it on the road Use land-line for important calls

E-MAIL ETIQUETTE (Do’s) Be human, brief, discrete Respond quickly Have a descriptive subject line Limit messages to one subject Control line length to 65 characters Use the right salutation Have blank lines between paragraphs Provide context of message Use ‘out-of-office’ reply Attribute ownership

E-MAIL ETIQUETTE (Don’ts) Use all CAPS or transmit anger Send/receive personal e-mails at work Use emoticons/local acronyms Avoid large/fancy attachments Be sloppy (check typographic errors) Avoid chain letters/jokes ‘Reply all’ instead of ‘Reply sender’ Send virus loaded messages Demand receipt or cry wolf SPAM (unsolicited messages)

AVOID UNKNOWN ACRONYMSBCNU BRB BTW CULF2F FAQ FWIW FYAFYEO FYI GMTA HHOKIMHO MSGS NLT OBTWPLS PMFJI PRES PTPRECD RGDS ROTFL RTFMTHX TIA TTFNTTYLWB WRT WTG YR

MEETING PROTOCOL Circulate agenda Decide discussion time-lines Select convenient meet times Start and end on time Provide conducive atmosphere Prepare thoroughly Anticipate and mediate conflicts Be action-oriented Circulate minutes to all

MEETING PROTOCOL Arrive in time - demonstrates courtesy/respect Be formally attired - polished shoes Go prepared - Read material/agenda in advance Carry agenda, stationery, discussion papers with you Avoid certain seats reserved for senior people Place briefcases/purses on the floor When entering, shake hands & introduce yourself Avoid crossing arms/legs - shows hostility/aggression Don’t slouch - Be attentive and alert Don’t doodle on notepads or fidget with pens/SMS

MEETING PROTOCOL

Make your presentation brief but powerful Think before you speak - Check clarity of thought Listen. Involve the other person – keep an open mind Avoid interrupting others when they are speaking Be careful of the word ‘why’ – perceived accusatory Avoid battlelines - I disagree vs You’re wrong Make suggestions - avoid orders/adamant stance Speak positively - use ‘we’ when referring to Company If caught unprepared, don’t blunder way through Avoid personal remarks; When is doubt, use silence.