Business etiquette
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History and Etymology Business Etiquette Be considerate of others Treat others the way you want to be treated Get to meetings and to work on time Not making personal remarks Not being overly familiar Using handkerchiefs when you cough/sneeze No mobiles to intrude on another’s space Opening doors Giving compliments Fingers close together Thumb extended Straightforward hand Palm up – submissive Palm down – dominating Palm perpendicular to ground – business-like The ‘bone-crusher’ The ‘dead fish’ The Business Handshake
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Business etiquette
- 3. Variously defined as politeness, consideration, thoughtfulness, good manners and behaviour Treating others as you would like to be treated – with caring, thoughtfulness and courtesy The earliest treatise that was written on etiquette was in 2400 BC by a member of the Egyptian Royal Court, Ptah Hotep
- 4. Comes from the French words ‘une equitte’ - a placard or ticket The ticket was handed out to everyone who attended The Sun King’s Court – Louis XIV The little ticket would detail dress, forms of greeting, dance, food and drink Non-compliance would result in banishment from the court That would be the equivalent of being a social outcast in Noble society!!!
- 6. Be considerate of others Treat others the way you want to be treated Get to meetings and to work on time Not making personal remarks Not being overly familiar Using handkerchiefs when you cough/sneeze No mobiles to intrude on another’s space Opening doors Giving compliments
- 7. Avoid vulgarity Not interrupting when someone else is doing the talking Not talking with the person next to you when someone else is presenting
- 8. ...is usually the last
- 9. Visual How you look 55% Vocal How you sound 38% Verbal What you say 07%
- 10. No. Attribute Scale 1-10 Why? 1 Ability 2 Age 3 Aptitude – sporty, cultured 4 Background 5 Career Potential 6 Cleanliness 7 Confidence 8 Determination 9 Dynamism 10 Education
- 11. No. Attribute Scale 1-10 Why? 11 Health and Wellbeing 12 Honesty 13 Intelligence 14 Meticulousness 15 Orderliness 16 Personality 17 Poise 18 Sense of Humour 19 Sincerity 20 Wealth
- 13. Stance would be erect with hands side by side Legs would be straight but not rigid Shoulders would be rolled back Breathing would be even Weight would be just forward of centre Head would be held high
- 14. Open hands/arms - nothing to hide Closed hands/arms – uneasy/defensive Hands clasped behind back – confident Hand clasping wrist behind back – frustration Hand clasping forearm behind back – nervous
- 15. Open stance - confident Crossed legs – Insecure When seated: ◦ Legs outstretched and hands behind head – overconfident ◦ Legs crossed and arms folded - defensive
- 16. Fiddling with objects Touching hair Constant touching/rubbing your face Crossing/uncrossing legs Rubbing hands together Shifting from one side to another
- 17. Feature Action Message Eye Blinking Nervous Eye Contact Fixed stare I am trying to intimidate you I will not let you get away Smile Does not come to the eyes Smile after every sentence I do not believe what I say I am unsure of myself Face Contraction on forehead Twitches Frown Screwed up eyes Tensed lips Frequent blinking/chewing lips/biting I am worried I do not understand I am not confident I am stressed I am nervous I am scared
- 19. Fingers close together Thumb extended Straightforward hand Palm up – submissive Palm down – dominating Palm perpendicular to ground – business-like The ‘bone-crusher’ The ‘dead fish’ The Business Handshake
- 20. Hands together Fingertips just below the chin Head slightly inclined Good for Indianised meetings Internationally, good in an informal setting
- 21. Inadvisable at business meetings Shows over-familiarity with prospective business partners Meeting with new prospects along with a current associate can be the exception
- 22. Extremely rare at business meetings Can happen between ladies Cheek-to-cheek only Kiss the AIR!!! Acceptable in Middle Eastern Cultures and European countries, NOT elsewhere
- 23. Happens only in the Far East Typically in Japan You may follow suit but be sure that the bow itself is formal and not ‘kowtowing’
- 24. ‘How do you do’? The response is NOT ‘Fine, thank you’. The CORRECT response is ‘How do you do’? American: ◦ ‘Hi! I’m ABC XYZ. How do you do’? ◦ ‘Great, thanks. And you?’ Remember to SMILE!!!
- 25. A ‘Who-to-Who’
- 26. Introduce the younger to the older Introduce your company peer to a peer in another company Introduce a junior to a senior executive Introduce a fellow executive to a client Introduce a non-official to an official person
- 27. Introduce the younger to the older Introduce a gentleman to a lady Always use the full name at the first introduction between people Respect titles: Ms., Mrs., Dr., Prof. etc. Respect government titles even more: President, Ambassador, Minister, Colonel, General, Commissioner, Inspector etc. Never use nicknames at the first go!
- 28. ‘I am so pleased to meet you, Mr. ABC XYZ’. Always use the full name with the correct title the first time Only on the person insisting, use the first name and offer the same liberty to the person And for God’s Sake, get the pronunciation RIGHT the first time!!! If someone has forgotten your name, mention it in passing to avoid embarrassing the person in front of others
- 29. Know the background Know the pronunciation, get it right Stick to the basics Never cross the 90-second rule Never say, ‘He/She needs no introduction’ Then what are you there for??? Remember, at introductions, your client outranks even your CEO!
- 31. Always use the full name, with correct title Never get familiar with a person’s name on the first contact – phone, mail and especially in person Make sure your peers, juniors and specifically your support staff are clear on this The Boss’ first name use is good Never take it for granted
- 32. Judge - My Lord An Ambassador - Your Excellency A King - Your Majesty A Minister - Minister A Mayor - Mayor A Bishop - Father A Priest - Brother/Father A Nun - Sister/Mother Holy man - Panditji/Maulvi Sahab Elder/Senior - Sir/Ji (Indian only)
- 33. What your card says and how
- 34. Standard Size: 85mm x 55mm Most companies have a template Personalised cards ◦ Print on single side ◦ Have the essentials ◦ Correct title, if applicable ◦ Men should not mention ‘Mr.’ specifically ◦ Ladies can mention ‘Ms./Mrs.’, as applicable
- 35. Present card with type face-up and facing the one it is presented to Senior Executives: Never thrust your card at them; Wait till you are asked Make eye-contact when handing over Be selective: In a large group do not give cards to everyone; seems pushy and looks like you are there to sell something they may not want Do NOT give your card to everyone you meet; irritating and could regret a stranger misusing it
- 36. Socially: An exchange between two people, do not make a show of it Better not to give a card than one that is soiled, damaged, outdated cards; get a new set at the earliest (remember to carry it for the next meeting) 5-star or Udupi: No cards to surface If it is a must, be very discreet Ideally, do not discuss business during a meal
- 37. Mind it!
- 38. Stick to one language, preferably English, even when speaking with your team mates With others, never assume that they do not understand your lingo Business partners do a lot of research and learning before they come to the table NEVER assume that a non-Indian would not know Hindi or another major language Learn how to say ‘Please’ and ‘Thank You’ in your business partner’s language If you do not know, find out
- 39. A Fine Art indeed!
- 40. Gossip Criticising others, especially colleagues Religion Politics Long personal anecdotes Stories with sexual undertones
- 41. The Bell Curse!
- 42. Lasting impression Smile Answer between the 2nd and 3rd ring Always identify yourself Focus on the call Be helpful Hold: Give the option to wait or call-back Thank them for holding on Tone Problem: empathise and apologise
- 43. Listen, don’t hear Be calm, choose your words carefully Clear and natural Offer to find out and revert if unknown to you Transfer on necessity Messages: re-check and be prompt Thank them for calling Complaints: Concerned and polite Return ALL calls
- 44. The reason you are!
- 45. Be punctual Present your card at the reception Sit where you are told to; if too many chairs, ask which one to sit in Sit after your customer Don’t dump stuff on the table or the floor Bags on the floor beside you Don’t fidget with stuff on their table Leave as soon as business is over Say thanks for the meeting within 24 hours
- 46. Alert the reception Make sure there is a meeting room/place Refreshments on stand-by No obligation to meet before appointed time If you are delayed, inform them in advance Apologise for the delay Greet them at your office door See them off, at least to the elevator
- 47. Be prepared!
- 48. Be punctual Do your homework Ask where to be seated Stick to the agenda Remember Body Language Never interrupt Keep your jacket on! Keep business cards ready; in pristine condition
- 49. The Trap!
- 50. 7:30 – 8:00 AM Maximum 1 hour Best places are 24-hour coffee shops Stick to places with a buffet breakfast Definitely no alcohol
- 51. 12:00 noon – 2:00 PM Maximum 2 hour Can prepare for this in the first-half Get to the point as soon as the orders are placed Decisions, if any, during dessert Avoid alcohol If the client has a drink, order for them, you decline
- 52. 3:30 – 4:00 PM More informal Less time-consuming Make sure there are some ‘bites’ No alcohol Junior most host pours the tea
- 54. Sit opposite at a horizontal table, always No gossip No finishing the other’s sentence Not too personal No flirting Discuss business just before the main course No open-mouth chewing No elbows on the table No yawning Dress well
- 55. Give a three-day notice Reconfirm on appointed day, 3 hrs. before time All other rules remain the same Begin business with the main course Main discussion during dessert and coffee Ask questions Encourage conversation Napkin on the table only when ready to leave
- 56. Maitre d’ - Rs. 100-500 Server - 10-20% of the bill Sommelier - Rs. 50-100 Parking - Rs. 10-20
- 58. Olives with pits are eaten in bites, pit in plate Shrimps: 1-2 bites, single dip, tail in plate Bites: single dip, napkin below the bite Spray factors: be very careful Temperature: the inside of the snack is always hotter than the cool outside Disposal: Never spit, transfer to napkin and then find a bin
- 59. Sparkling ◦ Champagne ◦ ‘methode champenoise’ Still ◦ Red ◦ White ◦ Rose Fortified ◦ Sherry/Port Vintage Young and Old
- 60. Webonomics
- 61. Client parties Company party Social activity Fund raisers Clubs Trade organisations Business clubs
- 62. Be aware Plan Dress appropriately Business cards Practice self-introduction
- 64. Road: ◦ Bus ◦ Taxi ◦ Hired car ◦ Self drive Train ◦ Seated ◦ Berths Air: ◦ Economy ◦ Business ◦ First
- 65. Company Guest House Hotels Friends/Relatives
- 67. Diaries Appointment books Leather wallets Pen stands Visiting card cases Clocks Calculators Stationery: pens, pencils, letter openers, bookends, paper weights, calendars, notepads Accessories: ties, cufflinks, openers, glassware
- 68. Bias no more
- 69. Hold the door MEN first: Revolving doors, escalators Everywhere else: LADIES FIRST Men do not have to stand up for a lady Colleagues can split the bill No condescension No patronising NO physicality R-E-S-P-E-C-T
- 70. That’s all folks!!! Ijaz Shaikh Grey Worldwide 2012