Business EtiquettesBusiness EtiquettesDr. Rajendra BarveDr. Rajendra Barve

Training for Essar GroupTraining for Essar Group

Dressing up and not Dressing downDressing up and not Dressing down

Make statement about individual personality and Make statement about individual personality and organisational cultureorganisational culture

When meeting people for the first time from When meeting people for the first time from another country/organisation a team of another country/organisation a team of presenters may choose presenters may choose

1.Similar clothes like same-coloured shirt, tie, 1.Similar clothes like same-coloured shirt, tie, tie-pintie-pin

2.Wear blazers for short meetings2.Wear blazers for short meetings

3.For day-long meetings suit in the morning3.For day-long meetings suit in the morning

Dressing up and not Dressing downDressing up and not Dressing down

Dress formal or smart casualDress formal or smart casual

Day-long meeting continues into a banquet Day-long meeting continues into a banquet dinner, check with the host to change into dinner, check with the host to change into casual/ formalcasual/ formal

Check whether it is a sitting dinner-dress code Check whether it is a sitting dinner-dress code for such dinners is formalfor such dinners is formal

Choice of ClothesChoice of Clothes

Depends on what looks good on you and what you enjoy wearingDepends on what looks good on you and what you enjoy wearingTrousers formal always with waist beltTrousers formal always with waist beltColours recommended for trousersColours recommended for trousers1. Shades of black1. Shades of black2. Navy blue2. Navy blue3. Grey3. GreyNever BrownNever BrownNavy blue blazer with gold buttons – is not a formal dress (it is worn Navy blue blazer with gold buttons – is not a formal dress (it is worn casually) casually) Pocket flaps of blazers open – casual, closed – formalPocket flaps of blazers open – casual, closed – formalShirt colours- white, pale blue, pinstripe shirts, long sleevedShirt colours- white, pale blue, pinstripe shirts, long sleevedTies solid colour/ small self design on tie-formal Ties solid colour/ small self design on tie-formal Floral pattern on tie-smart casualFloral pattern on tie-smart casualTip of the tie at the top of the waist beltTip of the tie at the top of the waist beltNo loud colours or cartoon characters on tieNo loud colours or cartoon characters on tie

GroomingGrooming

DoDoKeep hair trimmed and Keep hair trimmed and cleanedcleanedClean shave or Clean shave or moustache, beard moustache, beard trimmed neatlytrimmed neatlyKeep nails trim and cleanKeep nails trim and cleanPressed and well-ironed Pressed and well-ironed clothesclothesUse masculine perfumes Use masculine perfumes which have a spicy smell which have a spicy smell as opposed to a as opposed to a flowery/sweet smellflowery/sweet smell

Don’tDon’tHave flowing locks and Have flowing locks and dandruffdandruffHave multi-coloured hairHave multi-coloured hairHave dirt underneath Have dirt underneath nails and nails can hurt nails and nails can hurt while shaking handswhile shaking handsWear more than two rings Wear more than two rings - one on each hand- one on each handUse ANY perfume. Only Use ANY perfume. Only the one labeled ‘pour the one labeled ‘pour homme’ (for men)homme’ (for men)

Women’s styleWomen’s style

Choice of clothes: Indian, WesternChoice of clothes: Indian, Western

Western: Business suitWestern: Business suit

Straight Skirt without pleats or TrousersStraight Skirt without pleats or Trousers

Colour: Navy blue, beige, blackColour: Navy blue, beige, black

Worn with shirt and scarf or shirt and classic jacketWorn with shirt and scarf or shirt and classic jacket

Shirt must have full sleeves and scarf must be Shirt must have full sleeves and scarf must be knotted properlyknotted properly

No loud colours for shirtsNo loud colours for shirts

Women’s styleWomen’s style

Indian dress codeIndian dress code

Preferably wear sari of a stiff material Preferably wear sari of a stiff material (thick silk, starched cotton)(thick silk, starched cotton)

Pinned properlyPinned properly

Preferable colours beige, creams, pastels, Preferable colours beige, creams, pastels, no loud colours and broad jari bordersno loud colours and broad jari borders

Blouse must be high necked and have half Blouse must be high necked and have half sleevessleeves

Grooming for womenGrooming for womenClean, manicured nails are a mustClean, manicured nails are a mustIf using nailpaint check everyday whether colour is If using nailpaint check everyday whether colour is chipped or notchipped or notOtherwise do not paint nailsOtherwise do not paint nailsDo not use loud colours for painting nailsDo not use loud colours for painting nailsAvoid accessories which draw attention to yourself Avoid accessories which draw attention to yourself (wearing payal, dangling earrings, long necklaces, (wearing payal, dangling earrings, long necklaces, bangles, too many rings)bangles, too many rings)Simple bracelet on one wrist, watch on the other wrist, Simple bracelet on one wrist, watch on the other wrist, small earrings, mangalsutra or a necklace which is not small earrings, mangalsutra or a necklace which is not too long, maximum of two ringstoo long, maximum of two ringsEthnic wear a strict no for meetings-only for social Ethnic wear a strict no for meetings-only for social occasionsoccasionsNO sport shoes, stilettos or chappalsNO sport shoes, stilettos or chappalsWear patent leather shoes with skin-coloured socks Wear patent leather shoes with skin-coloured socks

IntroductionsIntroductionsColleague to colleagueColleague to colleague

No need to use titles like Mr., Ms. within organisation but use No need to use titles like Mr., Ms. within organisation but use them if in another organization or in formal organizationthem if in another organization or in formal organization

While doing so, use very simple adjectives to describe the While doing so, use very simple adjectives to describe the person like, its very exciting/stimulating/rewarding to work with person like, its very exciting/stimulating/rewarding to work with so and so. Never use superlatives which sound hollow and so and so. Never use superlatives which sound hollow and meaningless meaningless

Junior to seniorJunior to senior

Begin with addressing the senior by saying Mr/Ms (senior Begin with addressing the senior by saying Mr/Ms (senior position), may I introduce Mr/Ms. (junior position)position), may I introduce Mr/Ms. (junior position)

Colleague to customerColleague to customer

Always introduce the colleague (even a very senior in your Always introduce the colleague (even a very senior in your organization) to the customer, irrespective of his age, saying organization) to the customer, irrespective of his age, saying “Mr.Customer, this is Mr. so-and-so, our managing director.” “Mr.Customer, this is Mr. so-and-so, our managing director.”

IntroductionsIntroductionsSelfSelfNever use personal titles like Mr/ Ms, Dr, etc. to introduce yourself.Never use personal titles like Mr/ Ms, Dr, etc. to introduce yourself.Do greet and then introduce yourself.Do greet and then introduce yourself.Speaker to audience for dinner meetings or formal speechesSpeaker to audience for dinner meetings or formal speechesAt formal dinner meetings introduction of the speaker must be crisp At formal dinner meetings introduction of the speaker must be crisp and brief. Welcome the speaker, mention the title/position by virtue and brief. Welcome the speaker, mention the title/position by virtue of which the person is the speaker and then a couple of lines about of which the person is the speaker and then a couple of lines about work related to the gathering and offer toast and then request the work related to the gathering and offer toast and then request the speaker to speakspeaker to speakNo lengthy introductions leading people to yawn and as such No lengthy introductions leading people to yawn and as such introductions make you appear in poor light (it looks as if you are introductions make you appear in poor light (it looks as if you are trying to ingratiate the speaker)trying to ingratiate the speaker)Search interesting phrases and don’t use often used cliches like ‘so Search interesting phrases and don’t use often used cliches like ‘so and so needs no introduction’ or ‘I don’t want to stand between you and so needs no introduction’ or ‘I don’t want to stand between you and the speaker’ etc and the speaker’ etc While introducing and being introduced always stand up and do the While introducing and being introduced always stand up and do the introduction.introduction.

Using namesUsing names Check people’s names and their spellings for clarity and Check people’s names and their spellings for clarity and respect. respect. Check if you can use the correct pronunciation and not the Check if you can use the correct pronunciation and not the accent!accent!Write down the name the way it must be used.Write down the name the way it must be used.Check if people tell you to call them so and so, till then Check if people tell you to call them so and so, till then address with last name as Mr.so and so.address with last name as Mr.so and so.Don’t use nick names even if you hear them aloud being used Don’t use nick names even if you hear them aloud being used by his/her colleagues by his/her colleagues If you want people to use your nickname to address you, say If you want people to use your nickname to address you, say so.so.In formal meetings, never address your colleagues with In formal meetings, never address your colleagues with nicknames, but you need not use titles like Mr. nicknames, but you need not use titles like Mr. Titles are used with surnames and not first namesTitles are used with surnames and not first names

Offering Business CardsOffering Business Cards

Cultures differ in offering business cardsCultures differ in offering business cardsUsually you stand up and offer card holding it in both Usually you stand up and offer card holding it in both hands’ thumbs and index fingershands’ thumbs and index fingersWhen offered a card, read it and keep it on the table till the When offered a card, read it and keep it on the table till the end of the conversationend of the conversationIf there are multiple addresses or e-mail ids or contact If there are multiple addresses or e-mail ids or contact numbers ask which one is preferred (land-line or mobile)numbers ask which one is preferred (land-line or mobile)Never interrupt a conversation to offer a business card Never interrupt a conversation to offer a business card unless asked forunless asked forAfter the conversation and the guest has left make a note After the conversation and the guest has left make a note on where, why and how you met the guest in briefon where, why and how you met the guest in brief

Remembering NamesRemembering Names

When introduced to someone make sure you have When introduced to someone make sure you have heard their name correctly by saying, “How are you, heard their name correctly by saying, “How are you, Mr. Vineet Joshi?” thus ensuring that you will be Mr. Vineet Joshi?” thus ensuring that you will be corrected if you have heard the name wrong the first corrected if you have heard the name wrong the first time.time.

If you say both the first and second names, chances If you say both the first and second names, chances are you will at least remember one of them.are you will at least remember one of them.

When sitting down for a meeting with unknown When sitting down for a meeting with unknown people draw a mappeople draw a map

And write the names corresponding to the placesAnd write the names corresponding to the places

Making Telephonic ConversationMaking Telephonic Conversation

Do sDo sWhen you call someone, say When you call someone, say your name and name of your your name and name of your organisation and ask whether organisation and ask whether the person is busythe person is busyWhile receiving a call keep While receiving a call keep paper and pen ready to make paper and pen ready to make notes, preferably on printed notes, preferably on printed message notepapermessage notepaperBe aware of your body Be aware of your body language, important calls language, important calls should be taken standing upshould be taken standing upApologize if you cough or Apologize if you cough or sneezesneezeIf you want to think and If you want to think and respond inform the other respond inform the other person that you are thinking person that you are thinking

Don’t sDon’t sPut the person you are calling on Put the person you are calling on hold E.g.You want a conversation hold E.g.You want a conversation to take place between A and B to take place between A and B where A is from your organisation where A is from your organisation and B is not, then keep A waiting and B is not, then keep A waiting on line and then call Bon line and then call BSigh, eat while on the telephoneSigh, eat while on the telephoneDoodle, draw on paper or play Doodle, draw on paper or play with things while on telephonewith things while on telephone

VoicemailVoicemail

While leaving a message on your voicemail, say While leaving a message on your voicemail, say your name clearly, state why you can’t take the your name clearly, state why you can’t take the call and when you will call back.call and when you will call back.

While keeping a message on other’s voicemail, While keeping a message on other’s voicemail, state name, day and time, telephone number state name, day and time, telephone number and purpose of call brieflyand purpose of call briefly

Mobile PhonesMobile Phones

Remember On and Off switchesRemember On and Off switches

In meeting follow the code of switching off, silent In meeting follow the code of switching off, silent mode, etc.mode, etc.

Keep mobile handy in a fixed place say, in the Keep mobile handy in a fixed place say, in the right-hand pocket to avoid embarrassment while right-hand pocket to avoid embarrassment while searching for the mobile phonesearching for the mobile phone

No messaging at nightNo messaging at night

Check whether abbreviations are unambiguousCheck whether abbreviations are unambiguous

In formal messages, do not use abbreviations to In formal messages, do not use abbreviations to avoid confusionavoid confusion

Tele-conferencingTele-conferencing

Sign in at appropriate time Sign in at appropriate time

Confirm time (IST or otherwise)Confirm time (IST or otherwise)

Use clear dictionUse clear diction

Voice should sound enthusiastic and Voice should sound enthusiastic and energetic and not roboticenergetic and not robotic

Greet briefly and restrict small talkGreet briefly and restrict small talk

Decide how people will take turns to speak Decide how people will take turns to speak like A, B, C to avoid overlapped like A, B, C to avoid overlapped conversationconversation

Tele-conferencingTele-conferencing

Before repeating anything important, say, ‘I repeat’ and Before repeating anything important, say, ‘I repeat’ and then repeatthen repeatAvoid using colloquial words/ slang while on international Avoid using colloquial words/ slang while on international callscallsPersonal mobile should be switched off before Personal mobile should be switched off before teleconference startsteleconference starts

Video-conferencingVideo-conferencingTreat a video conference as a face-to-face meeting with Treat a video conference as a face-to-face meeting with the othersthe othersFollow etiquettes of dress, manner, body language, Follow etiquettes of dress, manner, body language, greeting, expressions, etc.greeting, expressions, etc.Don’t move around while conversingDon’t move around while conversingDon’t talk on side or have a private conversationDon’t talk on side or have a private conversationDon’t fidget and draw attention to yourselfDon’t fidget and draw attention to yourself

E-mailsE-mailsThink before sending an e-mail. Check to whom the mail is being Think before sending an e-mail. Check to whom the mail is being sent and what is being sent, forwardedsent and what is being sent, forwardedLet it be discrete as other people may have accessLet it be discrete as other people may have accessUse correct grammar and appropriate words as far as possible. Use correct grammar and appropriate words as far as possible. Do not use lingo, slang in e-mails.Do not use lingo, slang in e-mails.Do not e-mail unnecessarily Do not e-mail unnecessarily Your e-mail is a business letter after all so make sure it is well laid Your e-mail is a business letter after all so make sure it is well laid out, follows a logical sequence and is complete. e.g. Do not send out, follows a logical sequence and is complete. e.g. Do not send separate e-mails for specifications of a single productseparate e-mails for specifications of a single productAlways mention the appropriate specific subject in the subject tag Always mention the appropriate specific subject in the subject tag e.g. advice on transport required and not advice requirede.g. advice on transport required and not advice requiredIf subject changes, change subject tag, while replying to emails.If subject changes, change subject tag, while replying to emails.Write ‘Dear Sir/Madam’ if there is no personal relationship with the Write ‘Dear Sir/Madam’ if there is no personal relationship with the other personother personKeep everything formal by starting formally with Dear so-and-so and Keep everything formal by starting formally with Dear so-and-so and ending with Yours sincerely or Regardsending with Yours sincerely or Regards

Behavior at MeetingsBehavior at Meetings

Don'tDon'tRepeatedly click pensRepeatedly click pensShake leg in nervous-twitchy fashionShake leg in nervous-twitchy fashionSigh loudlySigh loudlyPoint a pen while speaking to someonePoint a pen while speaking to someoneLook at the ceiling when someone is talkingLook at the ceiling when someone is talkingStare at fingernails and fiddle with somethingStare at fingernails and fiddle with somethingRaise eyebrows when a suggestion is made but Raise eyebrows when a suggestion is made but not follow it up by saying anythingnot follow it up by saying anything

Foreign business etiquetteForeign business etiquetteMeetingsMeetings

Have your own translatorHave your own translator Don’t assume that the other party does not know your languageDon’t assume that the other party does not know your language Always have word with your translator about how you are going Always have word with your translator about how you are going

to pace and unfold details of your messagesto pace and unfold details of your messages Always prepare well before hand. Carry copies of agenda for all Always prepare well before hand. Carry copies of agenda for all

your team membersyour team members Accept business customs rather than judge themAccept business customs rather than judge them Don’t assume or imply that your way of doing things is always Don’t assume or imply that your way of doing things is always

the bestthe best Pace well with your translator. Use short sentences. Pause while Pace well with your translator. Use short sentences. Pause while

the translator conveysthe translator conveys Don’t lose eye to eye contact with your guestDon’t lose eye to eye contact with your guest Reciprocate emotions when appropriateReciprocate emotions when appropriate Carry note pad, and use bullet points to check the points already Carry note pad, and use bullet points to check the points already

coveredcovered Avoid using tongue in cheek remarks, aside, jokes, and sarcastic Avoid using tongue in cheek remarks, aside, jokes, and sarcastic

commentscomments

Foreign business etiquetteForeign business etiquette

PeoplePeopleBuild empathyBuild empathyListen and concentrate on what is being saidListen and concentrate on what is being saidTalk with your translator to convey to the other Talk with your translator to convey to the other party that you are going to confirm or reconfirm party that you are going to confirm or reconfirm parts of messagesparts of messagesGenerally avoid talking aboutGenerally avoid talking about PoliticsPolitics SexSex Gender issuesGender issues

Foreign business etiquetteForeign business etiquette

In the Arab worldIn the Arab worldAppointments generally indicate that meeting will take Appointments generally indicate that meeting will take placeplaceMajor business decisions are made at the highest levelMajor business decisions are made at the highest level

Not necessarily at the level where you are negotiatingNot necessarily at the level where you are negotiatingBusiness card should be printed in both the languages Business card should be printed in both the languages and presented with the right sideand presented with the right sideShake-hands and long grips are ok. It is unfriendly to Shake-hands and long grips are ok. It is unfriendly to withdraw from long gripwithdraw from long gripAvoid gifts showing pigs, dogs, or parts of human body. Avoid gifts showing pigs, dogs, or parts of human body. High quality compass may be appreciatedHigh quality compass may be appreciated

Foreign business etiquetteForeign business etiquette

People’s Republic of ChinaPeople’s Republic of ChinaPunctuality is extremely importantPunctuality is extremely importantRemember that people often hear without visible Remember that people often hear without visible responsesresponsesDo not interrupt your or their seniorsDo not interrupt your or their seniorsBow the head slightly when introducedBow the head slightly when introducedDo not mention TaiwanDo not mention TaiwanDo not wrap gifts in black, white or blue. Use redDo not wrap gifts in black, white or blue. Use redDo not leave an empty bowl as it indicates that Do not leave an empty bowl as it indicates that your host did not provide you enoughyour host did not provide you enough

Foreign business etiquetteForeign business etiquette

GermanyGermanyAttention to detailed information on company, Attention to detailed information on company, status and long term planning and punctualitystatus and long term planning and punctualityNot comfortable with sudden or unannounced Not comfortable with sudden or unannounced changeschangesDressing well is importantDressing well is importantAvoid jokes and small talk. Business is Avoid jokes and small talk. Business is conducted earnestly.conducted earnestly.Avoid appointments on Friday afternoonsAvoid appointments on Friday afternoonsHandshake brief and all around Handshake brief and all around Dark suits preferedDark suits prefered

Foreign business etiquetteForeign business etiquetteJapan Japan

Introduction from mutual contact like bank etc Introduction from mutual contact like bank etc First meeting is supposed to get to know people and decisions are First meeting is supposed to get to know people and decisions are slow to make slow to make Bowing with eyes lowered is customary and depends on the Bowing with eyes lowered is customary and depends on the seniority seniority Respect is essential for age, rank, ideals and methodologies Respect is essential for age, rank, ideals and methodologies Preference to meet and deal with people of equivalent ranks and Preference to meet and deal with people of equivalent ranks and senioritysenioritySaying ‘no’ is rude, use ‘may be’Saying ‘no’ is rude, use ‘may be’Business cards are important. Observe how they are offered- mostly Business cards are important. Observe how they are offered- mostly with both hands and must be received similarly.with both hands and must be received similarly.Positions around table are according to the decreasing order Positions around table are according to the decreasing order Don’t compliment individuals but groups of peopleDon’t compliment individuals but groups of peopleNever be casually dressed and be ready to remove footwear.Never be casually dressed and be ready to remove footwear.Ritual of offering gifts is part of doing business. Don’t wrap in black Ritual of offering gifts is part of doing business. Don’t wrap in black and white. Use red.and white. Use red.Sake is Japanese wine which is consumed at room temperatureSake is Japanese wine which is consumed at room temperature

Foreign business etiquetteForeign business etiquette

Spain Spain Establishing close and friendly relationships is important. Establishing close and friendly relationships is important. Appreciate high quality business literature and polished Appreciate high quality business literature and polished product demonstrationsproduct demonstrationsShow respect for Spanish customs and practices . Show respect for Spanish customs and practices . Personal pride dignity and honor must never be Personal pride dignity and honor must never be challenged challenged Be Mindful of siesta time 1.30 to 4.30pm. Business hours Be Mindful of siesta time 1.30 to 4.30pm. Business hours may extend to 7pm may extend to 7pm Stylish elegance is appreciated Stylish elegance is appreciated Gifts may be presented at the end of successful Gifts may be presented at the end of successful conclusion of a deal . Your company logo should not be conclusion of a deal . Your company logo should not be prominent prominent Business lunches may be long and business may not be Business lunches may be long and business may not be discussed until coffee is served.discussed until coffee is served.