BUSINESS ETIQUETTE

1. BUSINESS ETIQUETTE

2. 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”

3. LADDER OF SUCCESS Communication Ambition Education Appearance Decision-making Self-confidence Getting Things Done Hardwork

4. WHAT IS ETIQUETTE? • Norms established by convention • The way professionals conduct themselves

5. 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-lighting You don’t notice it until it is bad!

6. 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

7. 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

8. 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

9. 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

10. 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 • …………………………………………………………… • …………………………………………………………… • ……………………………………………………………

11. DAILY GOODWILL IN THE OFFICE Relationship with superiors Rise and stand when he/she enters the office Avoid voicing contrary opinions in public Never gush or grovel to get attention Avoid public show of dissent Don’t refuse assignments/responsibilities Keep him/her informed at all times Keep professional and personal secrets

12. DAILY GOODWILL IN THE OFFICE Relationship with Peers Shoulder your fair share of work Work with a spirit of harmony Follow up & get back when you say you will Never grudge a co-workers success Back-stabbing and petty talk are in poor taste Develop & follow appropriate escalation matrix Avoid discussions on appraisal outcomes Stay away from people who gossip/play politics

13. DAILY GOODWILL IN THE OFFICE Relationship with Subordinates Don’t throw your weight around Treat them with courtesy Respect their ability, time and opinions Provide feedback and praise Don’t undermine authority Give clear and accurate instructions Accept responsibility when things go wrong

14. 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

15. 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

16. CONVERSATIONS TO AVOID Argentina : Dictatorship; Maradona problem Chile : Argentina/Pinochet issue China : Hongkong, America, Taiwan Britain : EU, Mad cow, Monarchy India : Scams, Pollution, Religion, Kashmir Russia : Army, NATO, Corruption South Korea : Trial of Presidents, Korean war, Switzerland : EU, Prices, Bank secrecy/Laundering USA : Abortion, Obesity, Sexual Innuendoes

17. 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

18. 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

19. 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

20. 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

21. 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

22. 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

23. 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)

24. AVOID UNKNOWN ACRONYMS BCNU BRB BTW CUL F2F FAQ FWIW FYA FYEO FYI GMTA HHOK IMHO MSGS NLT OBTW PLS PMFJI PRES PTP RECD RGDS ROTFL RTFM THX TIA TTFN TTYL WB WRT WTG YR

25. 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

26. 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

27. 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.