SESSION 12

1. SESSION 12 BUSINESS ETIQUETTES

2. SESSION OVERVIEW • Part I – Appearance • Part II – Workplace Etiquettes • Part III- Office Etiquettes • Part IV – Food Etiquettes • Some Common Mistakes in Parties • Test your Business Etiquettes

3. INTRODUCTORY THOUGHT Compare a Raw Diamond to a Polished Diamond

4. INTRODUCTORY THOUGHT Etiquettes can bring your real value in the market place as a polished diamond.

5. WHAT ARE ETIQUETTES ? Etiquettes are the manners, protocol or the way of behavior one presents during his/her interactions with people…. “Every action done in company ought to be done with some sign of respect, to those that are present” …….George Washington

6. WHY ARE ETIQUETTES IMPORTANT • Professional Etiquette influences success as it differentiates people in a competitive market.. • People who have proper etiquette move up the ladder faster & get rewarded better. • Without etiquette, you limit your potential, risk your image, jeopardize relationships that are fundamental to business success.

7. Good etiquettes are just good human relations. Being polite is right, it makes people feel cared about and important.

8. CREATE AN IMPACT • Integrity • Manners • Personality • Appearance • Consideration • Tact

9. PART I: APPEARANCE

10. APPEARANCE • Dressing • Grooming

11. DRESSING • First impressions count. • An initial impression is made up of: • Non-verbal perceptions (55%) • Vocal quality (38%) • Words (7%) • First impressions are made within five (5) seconds.

12. YOU ARE WHAT YOU WEAR! • People make the following decision about you in the wink of an eye when they meet you for the first time: • Your economic level • Your education level • Your trustworthiness • Your social position • Your level of sophistication • Your economic heritage • Your social heritage • Your educational heritage • Your moral character • Your success

13. THE SUCCESS FORMULA The following attire gives a person complete control over the group. • Black\Blue suit: Black and blue are the colours of authority • White Shirt • Red color tie up to the waist • Black socks • Black shoes • Sober buckled belt

14. DRESSING FOR WOMEN • Salwar/Suit/Saree • Shoes • Purse • Watch • Jewellery • Cosmetics • Casuals

15. DRESSING When buying suits, ties and shirts, professionals should always look at the best quality they can afford and then spend 10 per cent more.

16. REMEMBER “ONLY THE RICH Can afford cheap clothing”

17. GROOMING Good grooming is the essential basic, so invest as much time as you need in front of the mirror before you go out. Then forget about how you look. It's not smart to be fussing over yourself in a meeting. Important parameters are: • Hair Care • Nails • Skin Care • Odour

18. PART II: WORKPLACE ETIQUETTES

19. WORKPLACE ETIQUETTE • When in office… • Email • Telephone • Voice-Mail • Cell Phones • Answering Machines

20. WHILE IN OFFICE…. • Speak in English • Usage of office resources • Punctuality • Lunch • Dealing with Seniors and colleagues • Group behavior • Hospitality

21. EMAIL ETIQUETTES • Check the organization's email policy • Think about the message content before you send it out. • Make sure that content is relevant to the recipients. • Be polite. • Trim any quoted message down as much as possible. • Use humor and irony sparingly

22. EMAIL ETIQUETTES • Ensure that you have a relevant "Subject" line. • Try to quote from the original message where relevant. • Be patient, especially with inexperienced email users. • Include a brief signature on your email messages to help the recipient understand who it is from. • Be careful when replying to mailing list messages, or to messages sent to many recipients. • Remember to delete anything that isn't needed or is trivial.

23. TELEPHONE ETIQUETTE • Vocal quality counts for 70% • Words spoken count for 30% • What you say and how you say it are important • Be sure listener gets message loud and clear • Don’t chew, eat or drink while on the phone

24. BUSINESS TELEPHONE ETIQUETTE • Never leave a caller on hold for more than a minute • If you need to speak to a co-worker who is on the phone, leave and try again later • Don’t listen in on co-workers’ phone conversations • When using a cellular phone in public, try not to bother others - keep it short and discrete • Use your speakerphone sparingly

25. VOICE MAIL ETIQUETTE • Leave a clear and complete message including: • Your full name and title • Your phone number • A time which is best to reach you • (Briefly) the purpose of your call

26. PART III: OFFICE ETIQUETTES

27. OFFICE ETIQUETTE • The Proper Handshake • Introductions • Complimenting • Mastering Manners • Business Visits • Manners speak louder than words • Business Cards • Strategies for Effective Meetings

28. THE PROPER HANDSHAKE • Keep thumb up and touch webs before wrapping the fingers around the other person’s hand. • Start and stop crisply during the handshake • Do not continue through the entire introduction

29. INTRODUCTIONS • Always remember to introduce the person of lesser importance to the person of higher importance. • Introduce a younger person to an older person, a co-worker to boss, boss to a client (the client ranks higher in importance than anyone else in the company!) and lay person to an official. • Whilst being introduced, stand up, or at least make an attempt to rise. Smile and greet the person before shaking hands.

30. COMPLIMENTING • Never ask people where they got their clothes or what they cost. • Don’t talk about what you paid for clothes or brag about designer labels. • If someone compliments you, it’s not necessary to return the compliment.

31. MASTERING MANNERS • Eyes are the windows to a person’s soul. • Eye contact creates a strong connection between two people and also creates an impression of sincerity and trustworthiness. • Listen actively • Punctuality Is The Politeness Of Kings

32. STRATEGIES FOR SUCCESSFUL MEETING • Do your homework • Bring all necessary material • Don’t Play • Turn off cell phones and pagers

33. SPEAK UP • Think before you speak • Be brief • Get to the point • Avoid confrontational language • No public criticism

34. THE AGENDA • List discussion items • Designate who is responsible for each item • Amount of time devoted to each item • Handle most important items first • Distribute well in advance of the meeting

35. PART IV: FOOD ETIQUETTES

36. PLACE SETTING • Liquids on the right • Glassware • Water glass • Cup and saucer • Knives and spoons • Solids on the left • Bread and butter plate • Salad plate • Napkin • Forks

37. IDENTIFY THE FOLLOWING 12 13 7 4 14 8 3 9 10 5 11 1 2 6

38. SOLUTION 8 Dessert Fork 9 Dinner Knife 10 Salad Knife 11 Soup Spoon 12 Water Goblet 13 Wine Glass 14 Sherry Glass 1 Salad Fork 2 Dinner Fork 3 Bread and butter plate 4 Butter spreader 5 Napkin 6 Place Plate 7 Dessert Spoon

40. ENJOY THE MEAL- BASICS • Don’t talk with food in your mouth • Don’t order messy foods • Don’t burp • Elbows off the table • Go to the restroom to remove stuck food • Pace your eating (stay with the group)

41. ENJOY THE MEAL - SEASONING • Salt and Pepper are married • Removing bad food • The way it comes in is the way it should come out (pits,bones) • Use your fork to place on the side of the plate • Bad food/other items should be discretely removed with your napkin

42. USING A FINGERBOWL • At a formal meal, just before dessert, the fingerbowl may be brought to you on a doily on a dessert plate. Pick up the bowl and doily and place them on the upper left hand corner of your place setting. • This is not the time for a thorough wash and wipe session. Dip fingertips of one hand and then the other in the bowl and wipe discreetly on your napkin. • Don't try to clean your mouth at the dining table. Dab your lips with a napkin and save the rest for the washroom.

43. SOME COMMON MISTAKES IN BUSINESS PARTIES 9:00 Too Comfortable Food Invading PS Eye Contact Watch the Drink Too Short Right Hand WEAK Should be worn Cigarette

44. TEST YOUR BUSINESS ETIQUETTES