Etiquette
Treat others as you would like to be treated. Treat others as they would like to be treated.
Topics
E-mail Telephone/Mobile Grooming Business Meeting Conducting Teleconferencing
Dining
Gifts Tips Protocol of Different Countries Office Protocol General Protocol
E-Mail
ID Selection Subject Line No Spam No CAPITAL Salutation Writing Style Language Content Format
First Mail Replies Inbox Storage Check the Content before forwarding 4 Business Etiquette & Grooming
Telephone / Mobile
Introduce Yourself Speak Softly While dialing & asking for a person, always ask for official designation followed by personal name. Dont shout / abuse If on Mobile, ask if its a good time to talk or else request for an alternate time Selection of Ring Tone When in meeting take only unavoidable calls Excuse yourself & walk some distance away Dont talk long keep it short
Contd
Telephone / Mobile
Do not use mobile in Club / Auditorium / Doctor / Hospital Check when in public place that mobile phone is not prohibited If no response to your calls, then send a message Youre putting up the other side on speaker phone inform him Be brief on business call No messages of sensitive nature Not more than 3 rings in incoming calls Do not listen to music without headphones in public place Do return the call missed if from known number Give clear message on voice mail. If urgent indicate so Conclude with date and time of your calling, when on voice mail
Telephone / Mobile
Conversation or consternation??
Grooming
People begin to evaluate us before any words are ever spoken Who you are speaks so loudly I do not hear what you say -- Emerson
Grooming
The way you dress affects the way you are perceived, and the way you are perceived, is the way you are treated.
Grooming
Attire Formals / Semiformal Shoes Polished Tie should end at belt buckle Hair properly combed Nails clean & manicured Properly Shaved / Trimmed beard Appropriate Attire for Women
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Grooming
Pleasant Smell: Perfume Types Flowery All day / night Citrus - Day Spice - Day Musk - Evening / Night Fruity - Day Sporty - Day Woody Evening / Night Categories: Deos Perfume Colognes / Aftershave Sprays
Carry a folder / briefcase to carry papers Do not make multiple fold of paper & put in the pocket Pockets should not be bulgy / large quantity of coins Pen should be in breast pocket of coat if wearing suit -not in front pocket
Contd
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Business Meeting
Arrangements: If Host If Guest Set the agenda & duration in advance
Punctuality: Arrive in time if guest, early if host, to supervise arrangement Back Up: If guest, inform in advance required software / internet requirement if any. If host, try to find out from guest of any special requirement Always have back up by way of a Pen Drive
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Business Meeting
Introductions: Lower to higher Unknown to known State full name & positions Brief but substantive when individual or else name & designation when group Body Language: Stand to meet someone
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Business Meeting
Exchange of Visiting Card: Right hand / Two Hands- Respectful bow Visiting Card should be in readily accessible place. Coat Pocket or front pocket of shirt Do not distribute to all but to anchor person initially & then to interacting Person Always offer a card to person who offers his card
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Business Meeting
Exchanging Business Cards
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Business Meeting
Addressing: Mr. / Ms / Sir / Madam / Lady (not female or dame )/ First name Dr. (If medical or PHD) Your Excellency if Governor / Head of State Your Honors- if judge His Holiness if head of religious sect Stick to Sir / Madam if not sure Never say uncle / aunt to older person in western countries
Contd
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Business Meeting
Initiating the meeting
Wait for the host / chairman to take seat, seat where directed If youre the host, plan seating arrangements in advance If host, start with Welcome / Greeting / Small Talk as icebreaker Icebreakers- Economy, Country, Sport, Weather, Transport, Event etc
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Business Meeting
Dos
Start on a positive note. Appreciate, Value, Thank, Compliment say how much you value this meeting Voice your disagreements positively ( I am sure you have reason to be firm on your pricing but it is my obligation. to apprise you on market realities) Or you certainly have a view point and we respect it. At the same time we would like to highlight certain practical considerations Keep your voice soft / steady
Speak slowly while talking to foreigner so that your accents are understood clearly
Contd
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Business Meeting
Dos
Request the speaker to repeat again / spell it if you have not understood key context / accent etc. say sorry youve not understood. Can you repeat that. Always enroll I am sure person like you quite appreciates it - You and I have seen enough of world not to take chance on key parameters Always be in control of time line park the issues which are taking arguments Before 5 min. at least, start winding up Give hints that time is up - Im happy that in limited time also, we have been able to achieve a lot to sum up what we have agreed is ..
Contd
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Business Meeting
Dos
Always leave an escape vent Do not make aggressive and concluding statements
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Business Meeting
What you think
This is taking forever Why cant you
I hate it when
Heres the best way to do it.
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Business Meeting
Dont
Dont react to refusal, break of negotiations Dont sit slouched, legs apart with loosened tie Dont engage in distractions (texting, loud yawning, tooth picking, drumming, reading, ear scratching, playing etc.) If the opposite party does it, stop your sentence abruptly & then tell him with straight face that you would rather let him finish his agenda if it is urgent or continue after he is done with Dont cross talk Dont interrupt
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Business Meeting
Dont
Dont rub it hard, give hints Dont discuss / comment politics, religion, race, or pass sexist comment Dont try to be over respectful, or be eager to prove you are right- This is not about right or wrong Dont go on tangent Dont brag about personal / wealth / education / possessions
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Conducting Teleconferencing
Choose the anchor Anchor should first introduce himself & then his team members with their designations or job responsibility Start with Greeting & Small Talk of not more than a minute Host would ask permission to begin the meeting formally If on speaker phone inform the other side Ensure that agenda has been given in advance Start by setting the time limit Every few minutes keep asking for affirmations Do you agree? Is it ok? Am I coming out clear? Do you agree? Any queries?
Contd
24 Business Etiquette & Grooming
Conducting Teleconferencing
If no answer forthcoming then ask the anchor on other side if you can proceed Listen to the other side Dont interrupt, If must then interrupt with apology and explain reason Do not make frequent interruptions Dont react , clarify by asking neutral question If difficult to understand accent ask the other side to speak slowly If other side have understood you wrongly then say I think I need to explain more clearly ..or.. I am afraid Ive not been able to communicate it clearly.. Let me explain again In case of a disagreement do not stretch it - say you have a point which needs a debate - lets park it. We can discuss it later
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Conducting Teleconferencing
Wind up with summery & action plan on both sides Dont forget Courtesies Thank you, we appreciate your time views, position, challenges etc. Lets make efforts to see how we can take it forward Dont take a position I am Right I told you so You are wrong
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Dining
Arrangements Seating
Welcoming
Table Arrangement / Seating arrangements
General: Dont pick up napkin / spoon if falls down No tooth pick without covering mouth Dont keep belongings on table If coffee shop wait to be seated Finish chewing before continuing your conversation Do not blow on food that is hot Do not push your plate away on finishing
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Dining
Ask preferences for food type / diet restrictions, if host If guest, always select mid priced range item or leave it to host, direct to be seated if guest, wait to eat till host signals, mind your pace of eating, eat / drink small portions If host be early wait at the door / lounge to welcome If guest be in time not later than 5 minutes of appointment time
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Dining
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Dining
Cutlery
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Dining
Basic Dining Etiquette-Using Utensils
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Dining
Ordering: Allow host, dont mix the food type in multi specialty restaurant If host, clarify with the guest if he has any allergies
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If guest, always give a good feedback Appreciate the efforts / ambience or food If you disliked food then say it was different & an experience to have in life If youre a vegetarian in foreign country always clarify you want No meat rather than saying you want vegetarian food Serving Pass food to the right
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Dining
Napkin: Do not unfold with a jerk, keep it on seat when leaving
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Dining
Drinking: Moderate Do not mix Do not experiment Firm refusal when finished quota Wine Protocol
Wine Drinking Protocol Video After Dinner: If host then see the guest off to door If guest thank & give counter invitation. If Hostess is
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Dining
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Dining
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Dining
Basic Dining Etiquette-Using Main Course
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Dining
Basic Dining Etiquette-Using Finger Bowl
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Gifts
Giving
Find in advance who all you will be meeting Find in advance who all you will be meeting Always carry some extra gifts If gifts are of different values then give the costly one separately Gifts to be of appropriate value- Respect the gift norms Give with grace, smile & humility
Receiving
Always open & appreciate
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Tips
If service charges included in hotel then no need to give. Do not tip if unhappy but express you dissatisfaction politely Should be 10 to 15 % If in USA - Hairdresser, Cabdriver, Bartender, Porter, Musician expect it
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Office Protocol
Be positive about yourself, your work, your boss, peers, coworkers, customers, suppliers and company
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Office Protocol
Winning is not a sometime thing; its an all the time thing. You dont win once in a while; you dont do things right once in a while; you do them right all the time. Winning is a habit. Unfortunately, so is losing.
43 Business Etiquette & Grooming
Office Protocol
Arguments
Loose talk
Grumbling Office parties Boasting Support the team Always say positive things about your organization to outsiders. If unhappy about something discuss with your superior
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General Protocol
Doorbell / Phone
Contd
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General Protocol
Chewing gum
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THANK YOU!