GLOBAL BUSINESS ETIQUETTE

CORPORATE HUMAN RESOURCES

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Etiquette

Oxford English Dictionary :

a. The conventional rules of social behaviour.

b. The customary behaviour of members of a profession towards each other.

The forms, manners, and ceremonies established by convention as acceptable or required in social relations, in a profession, or in official life.

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Objective

To understand and practice an adequate Business Etiquette Behaviour in any given situation.

To help engrain confidence and ease to work well in the dynamic ‘Global Village’

To ‘feel- at -ease’ with the expected business behaviour in the current corporate scenario.

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Business Etiquette : Areas Covered

High & Low Context

Greeting Etiquette

Dress Etiquette

E-mail / Telephone Etiquettes

High and Low Context

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High and Low Context

Monochronic: One Time only. Time is linear

Polychronic: Time is circular. Event proceed at their own pace. Multiple events occur simultaneously

Time Orientation

Explicit : Written agreement / lawyers. Social context not very important

Implicit : Embedded in social context, personal relationship, personal word or guarantee.

Social Messages

Low contact, touch behaviour, high personal space needs

High contact, low personal space need

Sensory Involvement

IndividualGroupOrientation

Low ContextHigh Context

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High and Low Context

Greeting Etiquette

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Greeting the Visitor

Stand up when a visitor enters the room or you are being introduced

Shake hands

For a female client, her prerogative to initiate the handshake Invite the visitor to sit down, then sit down yourself.

When visitors leave, show them out, to the reception / elevators.

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When you are a visitor !

Don’t be late In the office, wait for the host to tell you where to sit Put briefcase / handbag on floor next to you. Last few words - “Thank you Sir, for your time and attention. Good

day” Send thank you note within 24 hours If meeting is less than 30 minutes, politely refuse tea, unless it

arrives unasked Politely say No, to an offer for cigarette

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The Meeting Room

Keep your feet on the floor Don’t cross your arms in front of you Sit straight and don’t slouch Maintain a high-energy & involvement level Enter the meeting room decisively “Elbow on the table, elbows in the air—both of these will get

you a very angry stare!”

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Attending a meeting

Listen carefully

Come prepared

Be concise and articulate when speaking

Show respect

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What about doors?

If you reach the door first, open it, go through it and hold it.

Men, no longer hold doors for women, a lost privilege.

Allow the senior official to reach through doors first.

If someone’s arms are laden, hold the door regardless of seniority or gender.

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Business Introduction

Introduce a person at lower level to one at a higher level

Introduce young to old

No ‘Nicknames’

‘Titles’ only if they are used or appropriate

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Greeting : How To Do It

<Mr./Mrs. Higher on the Business Ladder>, I would like to introduce < Person of lower rank.>. E.g. “Mr. Roy, I would like to introduce Mr. Gupta”

But! The client ALWAYS takes precedence over anyone in your organization.

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The Name Game

Offer your name first.

People wince when you mispronounce their names.

Don’t know the correct pronunciation of someone’s name, Ask!

If still in doubt, ask apologetically for the person to repeat it.

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Mastering the Handshake

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The Pull-In

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The Two-Handed Shake

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The Topper

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The Finger Squeeze

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The Bone Crusher

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The Palm Pinch

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The Limp Fish

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The Proper Handshake Firm, but not bone-

crushing Lasts about 3 seconds May be "pumped" once or

twice from the elbow Is released after the

shake, even if the introduction continues

Includes good eye contact with the other person

Hold your drink in your left hand to avoid a cold, wet handshake

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Business Card : How & When to use

Present type side up Be selective. Don’t give to everyone Do not offer soiled, damaged, or out-of-date, cards When a Card is handed to you, read it before keeping the same Carry for all social occasions Carry your card in a holder / wallet Can be used as enclosures in gifts or with flowers

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A Good Conversationalist:

Is polite

Is a good listener

Puts others at ease

Can discuss numerous issues

Asks good questions

Never interrupts

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A Good Conversationalist: Graciously accepts a compliment with a simple,

“thank you”

Extends a compliment with sincerity

When mingling; approach groups of three rather than two learns to open and end conversations with grace picks up on nonverbal cues when to end a conversation

with “It’s been a pleasure talking with you, please excuse me.” or “I’ve enjoyed meeting you, please excuse me.”

never have your drink more than half full so if you are “stuck” you can say “excuse me, I’m going to refill my drink.”

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Conversation Topics : Do’s and Don’ts Look for the common denominator. Everyone has a common

bond, use it to help conversation begin Avoid discussing politics, religion, personal topics and gossip in

professional settings Avoid being negative in any context If someone compliments you, it’s not necessary to return the

compliment. Safer topics to discuss include:Weather ,News and Current

Events,Sports, Books, Movies, Music

STRATEGIES FOR INTERNATIONAL BUSINESS SUCCESS

Cross-cultural Sensitization and Understanding

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LEARN ABOUT THE BUSINESS BEFOREHAND

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OBSERVE

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ASK QUESTIONS

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BE AWARE OF YOURSELF

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ALLOW FOR MORE TIME

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FIND HUMOR IN SITUATIONS

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LEARN TO TOLERATE UNCERTAINTY

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GO EARLY

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BUILD YOUR SKILLS

Dress Etiquette

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Men• Conservative business attire : (A dark suit; white or light colored shirt.)

• Suit colors : Dark blue, gray or black

• Tie with conservative stripes of “soft” designs (blue and red is a good bet if you

don't know what's appropriate).

• The tip of the tie should be till the belt

• Socks : match color of trousers and not shoes

• Shoes : Black, dark brown (not blue, tan or gray)

• Belt : is a must and should be black and leather, that matches with the shoes

• Do not overload your shirt pocket

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CORPORATE FORMAL ATTIRE

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• Conservative business attire : A dark coat and skirt/trousers or a plain saree / salwar kameez

• Coat/trouser colors : Black, gray, dark blue• Shirt colors : white and pastels• Saree/Salwar Kameez : small, delicate motifs that do not distract. Sober, light

colors are the preferable ones• Knee length skirt, with stockings• Shoes : closed toed, conservative low heels (max of 2.5 inches)• Socks/hosiery : always wear with skirts or trousers. Preferred color is natural• Minimal jewelry - wedding ring ; one pair of earrings

Women

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Dress for Success

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Casual Work Attire

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Don’ts Ill-fitting clothing. Inappropriate apparel for the job or occasion.(e.g.wearing jeans

for an interview) Overly accessorizing.(e.g. wearing inappropriate caps etc.) Improper footwear. If female - too much make-up, males - too much cologne. Poor grooming habits (e.g. non usage of deodorant)

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What to avoid on Casual Days

Sweatpants or Sweatshirts Sneakers Ripped or worn jeans Spaghetti straps, low-cut or revealing shirts Backless shoes, or sandals without hose Skirts shorter than 3” above the knee Baseball caps T-shirts (except solid colors)

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CORPORATE CASUAL ATTIRE

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Dining Etiquette

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A Simple Place Setting

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A Formal Place Setting

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Butter Plate and Butter Knife

Dinner Plate and Napkin

Salad Fork, Dinner Fork, Fish Fork

Dinner Knife, Fish Knife, Soup Spoon

Dessert Fork and Dessert Spoon

Water Goblet, Red-Wine Goblet, White-Wine Goblet

Formal Table Setting

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Dinner Plate and Napkin

Salad Fork and Dinner Fork

Dinner Knife and Soup Spoon

Water Goblet and All-purpose Goblet

Casual Table Setting

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What am I looking at?

Plate/Napkin

Dessert /CoffeeWater

WineWine

Coffee Cup and Saucer

Bread Plate Butter Knife

MeatMeatSalad Salad

Soup seafood

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The Seven Course meal Water Bread & Butter Cocktail (To be finished before the meal) Soup and Appetiser Salad (In US Salad is before and in Europe after Main Course) Main Course Cheese Platter Dessert Coffee

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Professional Dining Basics

Proper posture is important Table manners please!!

(No gum, no elbows on the table) “Please and Thank You” Turn your cell phone off Be responsible for keeping up and positively

contributing to the conversation Small Talk is appropriate – topics such as :

Books, sports, food, theater, travel, current events etc. Follow employer’s lead

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Guest should wait to see if the host orders an alcoholic beverage

If you do drink, never have more than two When finished eating dessert, place the spoon on the

serving dish Bread should be broken into bite-sized pieces and buttered

one by one rather than all at once

Do’s and Don’ts

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What do you do with the Napkin?At the beginning of the meal: Place your napkin in your lap as soon as everyone is seated and the first course comes in, if its large, fold in halfAt end of the meal: Place the napkin to right of your plate or on the seat of your chair if you leave the table

When should you salt your food ?Never salt your food before tasting it: It’s an insult to the chef and tells the other person that you make up your mind before you obtain any facts.

FAQs

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Posture and Elbows

Sit straight and try not to lean on the table.

Keep your elbows off the table and close to the body when you are eating.

However, when you stop to talk, it is okay to rest your elbows on the table and lean forward.

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FAQsHow do I place the Fork and Knife after the meal?

After finishing the meal place the fork and knife at 6 o'clock position (for American’s it’s 10 minutes to 4)

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FAQsHow do I place the Knife, if I want to take rest during the meal?

During the meal place the knife parallel to the rim of the plate.

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Tips for a buffet meal?- Stand in line. Never complain about the line, the food - Never take anything from a serving plate and stick it directly into

your mouth. - Never start eating from your plate while still in line.

Can I return to the Dining Table after one serving?You can return several times but never over fill your plate. It’s unappetizing for others to look at a plate filled with salad, roasted chicken and chocolate mousse all at the same time.

FAQs

PERSONAL HABITS

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Scratching

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Nose Picking

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Finger in Ears

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Burping

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Sneezing

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Yawning

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Spitting

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Thank you

15 Questions

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Etiquette Quiz : True or False?

1 Chinese and Koreans belong to Low Context Culture2 Introduce a junior executive to a senior executive 3 Hello is the way to answer your phone calls4 Do not attempt an introduction if you cannot remember names5 Men should stand for introductions and handshaking, but

women should remain seated6 Sweat shirt is acceptable on Casual dress days7 French fries are finger food

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8. When you walk into a meeting, you: Pick a chair, any chair Wait to be seated Sit next to the chairperson or senior officer

9. Your spouse dropped tea on his/ her dress, you should: “Help, him / her out, after all he/she is your spouse." “Stand out, let her/ him do it him/her self"

Etiquette Quiz : Multiple Choice

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10. The ‘not acceptable’ at a business meal is: Being exorbitantly expensive (when the meal is hosted by

someone else) Using a cell phone Ask for a second serving

11. You have to dress for an interview, your option would include : A black suit, with an orange shirt, a tie to match A black suit, with a blue shirt, no tie A black suit with a blue shirt a tie to match

Etiquette Quiz : Multiple Choice

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12.You invited potential clients, to a business lunch. When the bill comes, the client insists he pays "for the ladies." You:

Say, "I invited you and my co. is happy to buy you lunch." Compromise and suggest splitting the check Argue, but finally say, "Thanks I'll buy it the next time"

13. “You have met her”, you know where she works, but can't remember her name. You say:

"I'm so embarrassed. I forgot your name. I'm soo sorry." "Please tell me your name again. My brain just went off duty." "How's your company Memory.com doing?“

Etiquette Quiz : Multiple Choice

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14.If you want to say ‘NO’ to the second helping. Put your hand on the plate Say ‘No Thanks’ Remove your plate

15.Coffee too hot to drink arrives at a business lunch. You: Use the time to summarize what happened at the meal and

arrange for future plans Blow on the cup to cool it so you can finish up quickly Add some milk

Etiquette Quiz : Multiple Choice

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Telephone Etiquettes

Telephone Etiquette Is Just As Important

As When Speaking With Someone In Person

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Telephone Etiquette

Cellular Phones

Turn OFF cell phones during ALL meetings. (If expecting emergency call, notify meeting participants in advance.) OR put on a silent mode.

Cell phone calls should be brief.

Remove yourself from the presence of others when making a cell phone call

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•Answer promptly (before the third ring if possible).

•Before picking up the receiver, discontinue any other conversation or activity such as eating, chewing gum, typing, etc that can be heard by the calling party.

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• Speak clearly and distinctly in a pleasant tone of voice.

• Use hold button when leaving the line so that the caller does not accidentally hear conversations being held nearby.

• When transferring a call, be sure to explain to the caller that you are doing so and where you are transferring them.

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• Remember that you may be the first and only contact a person may have with your department, and that first impression will stay with the caller long after the call is completed.

• If the caller has reached the wrong department, be courteous.

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What You Mean: Tell the Caller:

"He is out.""He is not in the office at the moment. Would you like to leave a message on his voicemail?"

"I don't know where he is."

"He has stepped out of the office. Would you like to leave a message on his voicemail?"

"He is in the men's room."

"He has stepped out of the office. Would you like to leave a message on his voicemail?"

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"He hasn't come in yet."

"I expect him shortly. Would you like to leave a message on his voicemail?"

"She took the day off."

"She is out of the office for the day. Can someone else help you or would you like her voicemail?"

"He doesn't want to be disturbed."

"He is unavailable at the moment. Would you like to leave a message on his voicemail?"

"She is busy""She is unavailable at the moment. Would you like to leave a message on her voicemail?"

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Good Telephone Procedures Remember that you are representing your

department and etiquette is very important.

Using phrases such as "thank you" and "please" are essential in displaying a professional atmosphere.

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Make sure to answer before the third ring. Examples of greetings can be: -

Use a greeting that is going to give the caller the impression that we are in fact professional and pleasant.

Hello, Good Morning May I help you Your Name, Company’s Name Good Morning, Your Name

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If you are currently on line and another phone rings:

one line and another line Tell the first caller to "Please hold." Place caller on hold.

Answer the ringing line saying, "[Department name]--please hold."

Place second caller on hold.

Return to first caller and complete the call.

Go back to the second caller. Say, "Thank you for holding, may I help you?"

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Answering Your Phone Answer your calls within three rings (if possible). Always identify yourself when you answer the phone: "This is ______." Speak in a pleasant tone of voice - the caller will appreciate it. Learn to listen actively and listen others without interrupting. When you are out of the office or away from your desk for more than a

few minutes, forward your phone to voicemail. Use the hold button when leaving a line so that the caller does not

accidentally overhear conversations being held nearby. If the caller has reached a wrong number, be courteous. Sometimes a

caller is transferred all over campus with a simple question and the caller gets frustrated. If possible, take the time to find out where they should be calling/to whom they should be speaking.

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Making Calls When you call someone and they answer the phone, do not

say "Who am I speaking with?" without first identifying yourself: "This is _______. To whom am I speaking?"

Always know and state the purpose of the communication. When you reach a wrong number, don't argue with the person

who answered the call or keep them on the line. Say: "I'm sorry, I must have the wrong number. Please excuse the interruption." And then hang up.

If you told a person you would call at a certain time, call them as you promised. If you need to delay the conversation, call to postpone it, but do not make the other person wait around for your call.

If you don't leave a number/message for someone to call you back, don't become angry if they are not available when you call again.

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How to End Conversations Gracefully

There are several ways that you can end a long phone call without making up a story or sounding rude:

Leave the conversation open. Promise to finish your discussion at another time. End on an "up" note. Tell the person how much you've enjoyed speaking with

him/her. As long as you are honest and polite with the other

person, you shouldn't have any problems getting off the phone and onto something else.

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Taking Messages Be prepared with pen and message slip when you answer

the phone. When taking messages be sure to ask for:

Caller's name (asking the caller for correct spelling.) Caller's phone number and/or extension (including area code) If the caller is a student, ask for the Student ID# (if appropriate)

and ask what the call is in regard to. Repeat the message to the caller. Be sure to fill in the date, time, and your initials. Place the message slip in the called party's inbox or in a

conspicuous place in their office, such as their chair.

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Words and Phrases That Keep Listener Cool Hello! I'm sorry to keep you waiting.

Good morning! Thank you for waiting.

Please. It was nice talking with you.

Thank you. Is there anything else I can do for you?

I'm very sorry. Thank you for coming in (or calling).

It's been a pleasure speaking to you.

You're welcome. I'd be happy to do that for you.

May I help you? We appreciate your business.

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Why do you need email etiquette? A company needs to implement etiquette rules

for the following three reasons: Professionalism: by using proper email

language your company will convey a professional image. Efficiency: emails that get to the point are much more effective than poorly worded emails. Protection from liability: employee awareness of email risks will protect your company from costly law suits.

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important email etiquette tips: 1. Be concise and to the point

2. Answer all questions, and pre-empt further questions3. Use proper spelling, grammar & punctuation4. Make it personal5. Use templates for frequently used responses6. Answer swiftly7. Do not attach unnecessary files8. Use proper structure & layout9. Do not overuse the high priority option10. Do not write in CAPITALS11. Don't leave out the message thread12. Add disclaimers to your emails13. Read the email before you send it14. Do not overuse Reply to All15. Mailings > use the bcc: field or do a mail merge

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important email etiquette tips: Take care with abbreviations and emoticons17. Be careful with formatting18. Take care with rich text and HTML messages19. Do not forward chain letters20. Do not request delivery and read receipts21. Do not ask to recall a message.22. Do not copy a message or attachment without permission23. Do not use email to discuss confidential information24. Use a meaningful subject25. Use active instead of passive26. Avoid using URGENT and IMPORTANT27. Avoid long sentences28. Don't send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks29. Don't forward virus hoaxes and chain letters30. Keep your language gender neutral31. Don't reply to spam32. Use cc: field sparingly

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E-mail business etiquette Do not abandon business etiquette in your use of e-mail! Remember: 

•Business-like writing style•Attention to grammar, spelling, punctuation (same rules as for hard copy correspondence)•E-mail alias so recipient sees your full name, or your full name with @vt.edu, in his/her e-mail in-box.•Subject line meaningful to recipient.•Clear signature block with your full name, postal mailing address and return e-mail address (obviously there is no handwritten signature).•Be careful about including quotations and sayings in your signature block. Obviously don't include anything that has potential to be offensive or misunderstood. Think about the impression your message sends to someone who doesn't know you, and be judicious.•Don't use all capitals. It's the e-mail equivalent of SHOUTING and people don't like it.•By the same token, don't use all lower case letters. (Your purpose in business correspondence is not to attempt to pass for e.e.cummings.) See the first two items above.•More on e-mail and Internet etiquette:(These links leave Career Services' web site and open a new browser window)