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Business Etiquette & Grooming

Vision 3K Technologies (I) Pvt. Ltd.

Created by: Mihir Sheth

Etiquette

Treat others as you would like to be treated. Treat others as they would like to be treated.

Business Etiquette & Grooming

Topics
E-mail Telephone/Mobile Grooming Business Meeting Conducting Teleconferencing

Dining
Gifts Tips Protocol of Different Countries Office Protocol General Protocol

Business Etiquette & Grooming

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

Business Etiquette & Grooming

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

Business Etiquette & Grooming

Telephone / Mobile
Conversation or consternation??

Business Etiquette & Grooming

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

Business Etiquette & Grooming

Grooming

The way you dress affects the way you are perceived, and the way you are perceived, is the way you are treated.

Business Etiquette & Grooming

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

Contd

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Business Etiquette & Grooming

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

Contd

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Business Etiquette & Grooming

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

Extend your hand immediately


Firm Shake hand Eye Contact Greeting with smile How do you do? Hello / Hi How are you to doing today? Positive

Video on Business Greeting

Contd
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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

Posture: Erect Attentive

Contd

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Business Etiquette & Grooming

Business Meeting
Exchanging Business Cards

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Business Etiquette & Grooming

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 Etiquette & Grooming

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

If guest take a cue from the host


Know the hierarchy. Keep focus on anchor without disconnecting with others

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Business Etiquette & Grooming

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 Etiquette & Grooming

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 Etiquette & Grooming

Business Meeting
Dos
Always leave an escape vent Do not make aggressive and concluding statements

Use humor when uncomfortable


It is ok to ask for privacy to discuss the business point with your colleagues Always make minutes of the meeting Ask if the minutes could be confirmed / signed by the opposite party. If not e-mail it with a caveat to get back in a weeks time in case of disagreement

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Business Etiquette & Grooming

Business Meeting
What you think
This is taking forever Why cant you

What you say


How can we get this approved (finished) quickly? What if you Would it be better if Heres my suggestion

I hate it when
Heres the best way to do it.

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Business Etiquette & Grooming

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

Contd

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Business Etiquette & Grooming

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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Business Etiquette & Grooming

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
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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

Contd

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Business Etiquette & Grooming

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

Use humor to diffuse tense situation Always ask when in doubt

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Business Etiquette & Grooming

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

Contd

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Business Etiquette & Grooming

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

Contd

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Business Etiquette & Grooming

Dining

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Business Etiquette & Grooming

Dining
Cutlery

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Business Etiquette & Grooming

Dining
Basic Dining Etiquette-Using Utensils

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Business Etiquette & Grooming

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

Transfer dip to your plate


Plates are served on the left. Dishes removed from the right.

Contd

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Business Etiquette & Grooming

Dining
Napkin: Do not unfold with a jerk, keep it on seat when leaving

the table to indicate youve not finished


Put it on table not on plate when you finish meal If on formal lunch / dinner do not eat very cheesy things if youre not comfortable handling it, Just swab the napkin on face do not use wipe your face

Contd

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Business Etiquette & Grooming

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

available make it a point to individually thank her.

Contd

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Business Etiquette & Grooming

Dining

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Business Etiquette & Grooming

Dining

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Business Etiquette & Grooming

Dining
Basic Dining Etiquette-Using Main Course

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Business Etiquette & Grooming

Dining
Basic Dining Etiquette-Using Finger Bowl

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Business Etiquette & Grooming

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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Business Etiquette & Grooming

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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Business Etiquette & Grooming

Protocol of Different Countries


Middle East - How to treat women? When guest at home - do not talk unless they talk, do not offer to shake hands, do not directly look at their face Europe/USA bargain only up to a point Hong Kong, Russia, bargain hard, Singapore once and then final, eating etiquette, Greeting - How do you do? Hi Namaste Salaam Alekum / Alekum Salaam etc

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Business Etiquette & Grooming

Office Protocol

Be positive about yourself, your work, your boss, peers, coworkers, customers, suppliers and company

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Business Etiquette & Grooming

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.
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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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Business Etiquette & Grooming

General Protocol
Doorbell / Phone

Driving with guest


Car Seating Lift / Door Hygiene Queue Protocols Time & Place punctuality Obeying rules, smoking Mob behaviour

Contd

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Business Etiquette & Grooming

General Protocol
Chewing gum

Protocol to a lady on social occasion


Say Bless You when someone sneezing Dont miss to go for office party Mistakes Apologies & be graceful to accept apologies Do not Argue Do not give false promises / commitments Small Courtesies Thanks, Youre Welcome / Sorry

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Business Etiquette & Grooming

THANK YOU!

Presented by: Mihir Sheth mihir.sheth@v3kt.com

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