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1. BUSINESS ETIQUETTE
1) TELEPHONE ETIQUETTE

2. People in business organizations make phone
calls for specific purposes such as:
• to make enquiries
• to order goods or services
• to provide information
• to make & confirm arrangements
• to make complaints about goods or services

3. General Rules of Telephone Etiquette
When you MAKE A CALL you should be:
• Polite
• Prepared
• Concise and considerate

4. When you ANSWER A CALL you should
be:
• Polite
• Friendly
• Helpful
• Concise and Considerate

5. Making a Telephone Call: Be
Prepared
You should be clear about:
• The name of the organization you want to call
• Name & position of the person being called /
extension number
• All numbers, names, dates that relate to the topic
of your call
• Your own telephone number and extension
• Your email add
• Your office fax number
• Your office address

6. BUSINESS ETIQUETTE
2) GREETINGS, INTRODUCTIONS & FAREWELLS

7. Informal Expressions
• Good morning / afternoon / evening
• Hello, I am…
• Hello, my name is…
• Let me introduce myself. I am…
• Sorry, are you…? I’m…
• Hello (name)…Do you know…?
• (Name)…This is…

8. More Formal Expression
• Hello, how do you do? I’m…
• Let me introduce myself. My name is…
• I don’t we’ve met. I’m…
• Excuse me, are you…? I am…
• Excuse me, are you…? My name is…
• May I introduce you to…
• Mr / Mrs / Ms…, this is Mr / Mrs / Ms…
• Dato’ have you met Mr / Mrs / Ms…? This
is…

9. Responding to a Greeting or
Introduction
• Hi, I’m…
• Hi, I am…
• Hi, please call me…
• Hello, I am… Nice to meet you.
• Hello, pleased to meet you
• I’m sorry, I didn’t get your name..

10. FAREWELLS –
Informal Expressions
• OK, bye.
• OK, I’ve got to go now.
• OK, I’d better go now
• OK, I’d better leave now
• I’m sorry, but I have to go now

11. • I’m sorry, I need to leave now
• Keep in touch.
• Call me next time you’re here / you’re in
town
• Give me a call
• Take care.
• Bye.

12. Formal Expressions
• I should be thinking about going now. I
need to catch a flight.
• I’m terribly sorry, I have another
appointment and need to leave now.
• I really should leave now; I have another
meeting to attend.
• I’m afraid I’ll have to leave now. I need to
catch the bus.
• I’m afraid I’ll have to go now. I want to
avoid the traffic.

13. • I’m sorry I have to leave now. It’s been
nice meeting you.
• I hope we meet again soon.
• I look forward to meeting you again.
• I’m sure we’ll be seeing each other again
• Have a safe journey back.
• Have a good week.
• Have a nice day.
• Good-bye.

14. BUSINESS ETIQUETTE
3) SMALL TALK & INFORMAL DISCUSSIONS AT
WORK

15. Breaking the Ice & Introducing
Yourself
• Hello, it’s nice meeting you.
• Hello, I’m…I work in (department / division)
• I’m…I work in the Finance Department.
• I’m…I’m in charge of…
• I’m…I’m responsible for…
• I’m…I deal in…
• At the moment, I’m working (on / in)…
• I’ve worked here for…years

16. Responding
• I’m fine, thank you. And how about you?
• It’s nice meeting you too.
• Sorry, I didn’t catch your name.
• Glad to now you.
• That sounds interesting.
• Tell me more about it.

17. Moving to a Formal Discussion
• Shall we start now?
• Let’s get down to work / business
• Right, let’s begin
• Right, let’s start with…
• Can we begin now?
• Is everybody here?
• Do you all know each other?
• Shall we begin by introducing ourselves?

18. Asking for & Making Suggestions /
Giving Opinions
• What do you think?
• What are your thoughts on…?
• What’s your opinion on…?
• Perhaps we could / should…
• Maybe we could…
• How about…?
• Why don’t we…?
• I think we could…

19. • I think we might want to…
• My view is that…
• In my opinion,…
• We may want to…
• I would suggest that…
• It seems to me…
• It may be a case of…
• I tend to think that…

20. Agreeing / Disagreeing
TOTAL AGREEMENT
• I agree that…
• I’m in favour of that…
• I support the suggestion…
• I totally agree with you…
• I can agree to that

21. PARTIAL AGREEMENT
• That may be true / right but…
• You may be right but…
• I agree to a certain extent, but…
• I see what you’re saying but…
• I understand what you’re saying but
perhaps…

22. DISAGREEMENT
• I’m not really sure we can agree to that…
• I’m not sure we can do this…
• I’m afraid I can’t agree to that…
• I don’t think we should agree to this…
• I can’t agree because…
• I’m not agreeable to that…
• I see where you’re coming from, but don’t
you think that perhaps we should…
• That’s an interesting suggestion, but…

23. Giving / Requesting More
Information
• Sorry, but can we get more details here.
• Could I just comment on that?
• I’d like to add something here…
• I think we are forgetting something
here…
• I’d like to add to what was said by…
• Perhaps we need to consider…
• Can we look further into this?
• Let’s think about…
• We need to go into this detail…

24. Ending a Discussion
• Thank you.
• That’s it for today.
• That’s everything for today.
• Thank you for the input.
• It was a pleasure discussing / talking with you.
• I think we have covered everything we need
for today.

25. • I think that’s everything on that.
• We’ll go back and work on the proposal…
• We’ll go back and discuss this, and we’ll
let you know at the next meeting…
• Thank you.
• Bye.