Business Etiquettes in communication

1. Business Etiquettes
 In the present day business environment, the
executives are expected to know how to
conduct themselves at company meetings,
parties and dinners.
The fundamental rules of business behavior
are known as business etiquettes.

2. Business Etiquettes
 Non-observance of business etiquette may
cause tension and misunderstanding between
the colleagues of a group or an organization.
 For ex– When someone habitually turns up
too late for office meeting, relations are likely
to be strained and decisions may get delayed.
 Demanding (not requesting ) a favor, back
biting, indulging in character assassination are
all examples of lack of business etiquette.

3. Fundamental Rules of Business
Etiquettes
 The golden rules of business etiquette are:
Integrity
Manners
Personality
Appearance
 Tact

4. Integrity
 Act in an honest, truthful and trustworthy
manner.
 A reputation for integrity is slowly gained but
quickly lost.
 Unquestioned integrity is the first golden rule
of good business behavior.

5. Manners
 Selfish, boorish (unmannered) or
undisciplined behavior cannot lead to fruitful
business relations.
 Disloyalty to your company or colleagues are
unacceptable business manners.

6. Personality
A balanced approach is necessary.
You can be passionate, reverent (devoted) and
self-confident.
But you should not be emotional, disloyal and
arrogant.
You should not fail to observe the civilities of
business life.

7. Appearance
 Always present yourself to your best
advantage.
 A well clothed and rightly postured
appearance makes good impression on others.

8. Tact
 Think before you speak or act.
Avoid thoughtless and impulsive words and
actions. When in doubt say nothing.

9. Scope of Business Etiquette
Generally speaking, business organizations set
rules of etiquette relating to the following:
 Introduction
Business meals (Dining Etiquettes)
 Interaction with foreign clients
 Inter-personal business etiquette
Business to business etiquette
Telephone Etiquette

10. Introduction in Business Interactions
Good morning I am Krish Kapoor.
 This type of introduction makes a positive
first impression.
Many people fail to do so either due to
shyness or because they consider it impolite.
When you greet someone in a formal meeting,
state your full name and official position at
the very outset.

11. Introduction in Business Interactions
This is not only a norm of business etiquette
but also the first step towards cordial business
relations.
First name and surname should be stated like,
“Sameer Kumar, PRO, Mittal Steel” .

12. Introduction of Self
 Extend a firm hand shake, maintaining direct
eye contact.
 Say your first and last name and company’s
name clearly.
 Repeat the person’s name and say you are
pleased to meet him.

13. Introduction of Self
 A hand shake should be immediately done
by extending your right hand and firmly
holding the other person’s right hand very
briefly.
 When you fail to recall somebody’s name, it
is rude to directly ask the name of a person
whom you have met earlier.
 Tact is necessary in such a situation.

14. Introduction of Self
 You should ask for the person’s card before
he detects your failure.
 You can say “ Could I have your latest
business card or your telephone number”.

15. Introduction of Others
 Before conducting a meeting, the persons
involved need to know one another in terms
of their names and professional status.
 A clear and complete introduction of the host
and the visitors make everyone feel relaxed
and creates a congenial (friendly)
atmosphere.

16. Introduction of Others
 Normally the most senior person among the
visitors, or the host team, introduces the
other members of his group present there.
 The etiquette is that first visitors are
introduced to the host. Then members of the
host group are introduced.

17. Introduction of Others
 Do not introduce a senior to a junior.
 Instead, introduce the junior to the senior
according, say Mr. Gupta (CEO), may I
introduce Niharika Goyal to you? Niharika
has joined us as a research officer.

18. Business Meals
 Business executives have formal occasions to
be together at lunch or dinner parties during
the process of making business deals.

19. Business Meals
 Business meals should not be considered as
occasions for free drinking and dining.
 In this context the following norms should be
observed:
• As a host
• As a guest
• Table manners

20. As a Host
 As a host invite the guest personally or over
phone.
 Give the clear description of the venue to the
guest if it is not known to him.
 As a host you should reach the venue a little
ahead of the given time and personally check
the seating arrangements.
 After the initial pleasantries, the host should
open the subject of the meeting in a general
form.

21. Table Manners
 Plan ahead for any business meal; choose a
restaurant you know well and where the
atmosphere is conducive (favorable)to business
discussions.
 Confirm your plans the day before your meeting.
 Proper table manners communicate
professionalism and sophistication and make a
good impression on your clients or investors.

22. Table Manners
 Everyone needs competence and skill to be
graceful and refined in eating and drinking.
 Eat little at such meals; and eat in small
mouthfuls.
 Food should be eaten without noise. Avoid
making sounds with the cutlery or the plate.
 Eat at medium pace, so that everyone
finishes eating more or less at the same time.

23. Table Manners
 Take moderate amount of food on your plate,
do not load the plate with large portions.
 Never talk with food in your mouth and
never ask your guests a question while they
are chewing their food.

24. Table Manners
 Sit up straight, yet relaxed. Slouching in the
chair, leaning against the table, or resting an
elbow on it, is bad manners.
 If you need anything at the table, politely ask
for it to be passed to you; do not reach for it
across the table with an outstretched hand.

25. Table Manners
 An important point to remember is that the
food should be taken to the mouth and not
the mouth to the food.
 Do not bend low towards the plate.
 Burping and slurping (to eat or drink
noisily)are considered obnoxious by most of
the people and must be absolutely kept out.

26. Inter-Personal Business Etiquette
(face to face Contacts)
 The conversation should be of interest to the
participant and may begin with the topic in
which both of you have some interest.
 Be always courteous and cheerful. Feel
interested in whatever is being said.
 Take care of your language and oral demeanor.
 Look at the person while speaking.
 Avoid pet and superfluous words and phrases.

27. Inter-Personal Business Etiquette
(face to face Contacts)
 Being argumentative may spoil your
conversation, but it is useful to have a point
of view.
 The smooth flow of conversation is likely to
be hampered if you deliberately use foreign
words or high- flown vocabulary to impress
the listener.

28. Business to Business Etiquette
 Respecting Hierarchies
 While dealing with persons of other
companies make your status clear through
your business cards.
 Know the status of other persons.
 Use a level of formality appropriate to your
respective positions.

29. Business to Business Etiquette
 Organizational Loyalty
 Always speak well of your company.
 Never criticize your organization before
people from other organizations.

30. Business to Business Etiquette
 Organizational Loyalty
 Defend your colleagues action without
offending the complainant.
 Promise corrective action on your colleague’s
or company’s behalf.

31. Business to Business Etiquette
 Organizational Loyalty
 Feel proud of your organization’s
achievements.
 Keep yourself fully informed of the new
development points of your organization.

32. Business to Business Etiquette
 Dealing with Customers
 Treat all the customers well do not ignore the
small customers and clients.
 Be fair in dealing with the customers.
 Execute the customer’s orders promptly.
 Handle customer’s complaints urgently and
with due care.

33. Telephone Etiquettes
 Prepare in advance with all questions and
comments.
 Collect all the required information, that may be
needed.
 Have paper and pen at hand.
 Greet as soon as the call is answered return the
greeting and identify yourself and ask for the
person to whom you want to speak.
 Concentrate on the call and eliminate all
distractions.

34. Telephone Etiquette
 Make the caller feel important and help the
caller to get the work done.
 Answer promptly; on the first and the second
ring.
 Identify yourself by a phrase like, ‘XYZ
COMPUTERS, Suresh Nair speaking’. Greet
good morning or good evening as suitable.

35. Telephone Etiquette
 Take down the message if necessary. Check all-dates,
addresses, figures and spellings of names.
 Smile when you speak; it makes the voice sound
pleasant and friendly.
 Listen carefully. Take responsibility to help;
connect to the right person or offer to get the
required information.
 Use simple language, familiar words and short
sentences.
 Say ‘yes’ not ‘yeah’.

36. Telephone Etiquette
 If you have to leave the telephone to get
some information, ask if the caller would like
to hold on or would you like to call back. And
be sure to call back with the information.
 Never keep a person on hold for more than
60 seconds.
 If you have a difficult person at the other
end, keep yourself cool and patient.

37. Telephone Etiquette
 Never cover the mouthpiece with your hand.
 Never interrupt; get any clarifications after
the person has paused for a response.
 Bad telephone habits and lack of etiquette
can spoil relations with other firms.

38. Guidelines for Telephone Conversation
a. Cultivate a cheerful and friendly tone.
b. Never sound hurried, flustered and
impatient.
c. Enunciate (pronounce) your words clearly.
d. Do not use abusive language.
e. Speak distinctly. If you use a word which is
likely to be misunderstood, spell it out.

39. Guidelines for Telephone Conversation
a. Listen attentively to the caller. If the message
is long, keep reassuring that you are listening
by speaking words such as ‘Yes’, ‘Ok’, etc.
b. Be courteous in all circumstances.
c. Do not engage your telephone longer than
necessary.
d. Avoid rambling. You should be considerate to
your listener by coming to the point quickly.

40. Instructions for Writing a Business Email
• You use email everyday to friends and family,
but there are special tips for writing a
professional business email.
• First, mind your manners.
• Say please and thank you.
• Address people as Mr., Ms. or Dr.
• Only use first names if they imply it is ok.

41. Tone
• Second, watch your tone.
• Do not sound demanding or aggressive.
• Make sure to avoid CAPS as it may come
across that you are actually yelling at the
person.

42. BE CONCISE
• Third, be concise.
• Get to the point of your email as quickly as you
can without leaving important details out.
• Your boss doesn't have time to read a novel.
• Ask any necessary questions, but be sure to keep
the email brief.
• Next, be professional.
• Stay away from jargons and abbreviations.

43. Be Professional
• This means, stay away from abbreviations and
don't use emoticons (those little smiley faces).

44. USE CORRECT SPELLING AND PROPER
GRAMMAR
• The biggest thing to make sure when writing a
business email is to use correct spellings and
proper grammar.
• Utilize the spellchecker.
• One of the biggest pet peeves (irritate)
business people have is reading an email with
misspelled words and bad grammar.
•

45. Ask Before You Send an Attachment
• Also, if you are sending an email with an
attachment make sure to ask the recipient if it
is ok for you to send it to them.
• With so many viruses out there, people tend
to use great caution when opening an
attachment and may only open ones from
people they know.

46. Wait to Fill in the "TO" Email Address
• Never fill in the 'TO' email address until you
are completely through proofing email.
• Make sure that you have completely
proofread your email and it is exactly how you
wanted it before you fill in the address.
• This will keep you from accidently sending a
premature email that is filled with mistakes.

47. Fill the Subject Line
• Always fill in the subject line with a topic that
means something to your reader.

48. • Put your main point in the opening sentence.
• Never start a message with a vague
statement. ("This needs to be done by 5:00.")
• Because most of us have to read dozens of e-mails
a day, specify which "this" you're talking
about.

49. • Don't use ALL CAPITALS (no shouting!) or
all lower-case letters .
• As a general rule, PLZ avoid email abbreviations
and chat room acronyms.

50. Add a signature block
• Add a signature block with appropriate
contact information.
• In most cases, this means your name, business
address, and phone number.
• This will give the recipient the chance to
telephone if necessary.
• It is not necessary to include your email
address as the recipient can just reply to the
email.

51. Reply Promptly
• Reply promptly to serious messages.
• When replying eliminate all the information
that is not necessary.
• This will save your reader time when reading
your email.

52. THANK YOU