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 visit Then 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 someones name be tactful
Ask for the latest business card / ask for the full name

Basic rules of Etiquette

Introducing 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 introduceis 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 Etiquette

Telephone 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 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

Way to receive a call:

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
Secretarys 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 oclock 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 servers 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 peoples 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 persons designation

Business Manners in Different Countries

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