Business And Social Etiquettes

Speaker Nagesh & Udit

4/30/2012 12:27:42 AM 5864_ER_GRAY 1

PROGRAM OBJECTIVES
1. To introduce the basics of the universal business and social etiquette to be practiced at home, Work Place and abroad.
2. To develop professional work habits and corporate pride through appropriate office conduct & discipline. 3. To enable the executives to present themselves in an acceptable manner.

4/30/2012 12:27:42 AM 5864_ER_GRAY 2

COURSE CONTENTS
Table manners/Dining etiquette Handling Introductions Business card etiquette Dress code The how to of making meetings matter You and your direct superior Strategic positioning of chairs and tables Gaze behavior Etiquette in modern work place

4/30/2012 12:27:43 AM 5864_ER_GRAY 3

ORIGIN
The word etiquette comes from the French etiquette and literally means ticket, the rules and regulations of the court were written on tickets, which were posted in the castle courtyard for all the lords and ladies to observe and obey. Courtesy derives from court behavior. Civility is rooted in the Latin word for city. Civility was an indication that one had acquired polish, as opposed to the crudeness of country behavior. Than Latin word for polish is the root of politeness.

4/30/2012 12:27:43 AM 5864_ER_GRAY 4

Dinning Etiquettes

4/30/2012 12:27:43 AM 5864_ER_GRAY 5

Table Manners/ Dining Etiquette

Poor table manners could cause a loss of business clients, bankers and others who are vital to our everyday business affairs. Unfortunately, too many people think they need only pull out the proper manners for the company. Unfortunately, behavioral skills are habitual, and need to be practiced on a regular basis to become automatic. When you pull out your proper manners only on special occasions, you end up focusing on the manners rather on your dining companions. Incorporate polished dining skills into your everyday life and you need never worry about how to conduct yourself for those important business occasions.

4/30/2012 12:27:43 AM 5864_ER_GRAY 6

Dining Etiquette: Proper use of cutlery

4/30/2012 12:27:43 AM 5864_ER_GRAY 7

Dining Etiquette
Some DOs and DONTs
Excuse yourself when you join in or leave someone through the meals. Use fork, knife and spoon correctly. Request the person next to you to pass dishes to you. Do not stretch across the table. Give preference to ladies and guests to be served first. Dont usurp or burp. Dont take tea/coffee by pouring into the saucer. Hold saucer in the left hand and drink holding the cup in the right hand at the handle. Dont pass the spoons to others holding the scooping edge. Dont pass the knife to others holding the handle.

4/30/2012 12:27:43 AM 5864_ER_GRAY 8

Dining Etiquette
Some DOs and DONTs (contd..)
Use quarter plate for Roti/Chapati/Bread and not the service plate. Push the chair back to close to the table after getting up. Avoid conversation with the people seated far away. It may offend the person next to you. Avoid using toothpick in the presence of guests/hosts. Clean the teeth in washroom. If you must use the toothpick, then cover you mouth with hand/hanky.
4/30/2012 12:27:43 AM 5864_ER_GRAY 9

Dining Etiquette
Some DOs and DONTs (contd..)
After finishing the soup, the soupspoon is left in the platter and not in the soup bowl. White wine is always served with seafood and is served chilled. Red wine is served with meat/poultry and is served at room temperature. Champagne goes well with dessert/sweet. Dinner is returnable, lunch is non-returnable. Opening and closing of plate: i. 11 & 2 Oclock for second helping. ii. 10 & 4 Oclock is closed. iii. 8 & 4 Oclock is open/talking.
4/30/2012 12:27:43 AM 5864_ER_GRAY 10

Dining Etiquettes
Do place your napkins in your lap as soon as you are seated at the table. Do lean slightly forward each time to take a mouthful of food. If anything drops it will fall into your plate. Do wipe your lips with the napkin before taking a drink. Dont wipe your mouth with one hand while holding a knife or fork with the other. Do keep your free hand in your lap or rest your wrist on the edge of the table.
4/30/2012 12:27:43 AM 5864_ER_GRAY 11

Dining Etiquette (Contd..)

Dont talk about the personal food likes and dislikes at the dinner table. Do leave your plate where it is when you have finished eating, with the knife and fork in the finishing position. Dont push your plate away, lean back from the table, and announce, Im stuffed. Dont rest your cutlery half on and half off the plate like the oars. Dont gesture with your knife, fork or spoon in your hand. If you are not using the utensils, put it down.

4/30/2012 12:27:44 AM 5864_ER_GRAY 12

Dining Etiquette (Contd..)

Do remember that food is always on your left, beverages on your right. Dont eat your neighbors salad. A right-handed person will reach across the dinner plate to eat the salad.

4/30/2012 12:27:44 AM 5864_ER_GRAY 13

Dining Etiquette
Some of the worst offenses are :
Chewing with the mouth open Eating fast Shoveling food into the mouth in large forkfuls Swallowing with gulps Noisily sucking through the teeth Licking the fingers

4/30/2012 12:27:44 AM 5864_ER_GRAY 14

Handling Introduction

4/30/2012 12:27:44 AM 5864_ER_GRAY 15

CORPORATE ETIQUETTE

Handling Introductions
The person of authority, the more important person is mentioned first.
So, to introduce Prem Seth (Your boss) and Sunil Mathur (who is your friend), you say Mr. Seth, May I present Mr. Mathur, or Mr. Seth, this is Sunil Mathur. It will be easy if you just remember to say the senior ranking persons name first.

Business rules follow social rules. In social situations you would defer to an older person and introduce a younger one this way: My Seventy, May I present Mr. Mathur.

4/30/2012 12:27:44 AM 5864_ER_GRAY 16

Smoothing the way to a conversation:

Include a conversational clue in your introduction.
Eg. : Mr. Raj, I would like you to meet Mr. Mohan. Like you, Mohan is very much interested in Hindustani classical.

Your conversational clue can provide a basis for their opening conversation.

4/30/2012 12:27:44 AM 5864_ER_GRAY 17

When you are introduced.

1.

2. 3. 4. 1.

Stand up Shake hands Smile Say How do you do? First time you meet a person, say How do you do? next time always say, How are you? Hi should always be responded by Hi. How are you? should always be responded by How are you? It is Good morning up to 1O clock, after that is Good afternoon/evening.
4/30/2012 12:27:44 AM 5864_ER_GRAY 18

2. 3.

4.

Remembering Names
Difficult names It is not only appropriate, it is flattering to ask: I am not sure if I know how to pronounce your name properly. What is the correct way to say it?

Forgetting names

What can you do to avoid embarrassment? That best thing is to be calm and straightforward. I remember meeting you, but I simply can not recall your name.

4/30/2012 12:27:44 AM 5864_ER_GRAY 19

Tips for Remembering Names

Establish direct eye contact and smile during the introduction. Give your full attention to the introduction. Listen carefully and repeat the name immediately. Think of someone with the same name. Form an association immediately with the name and outstanding feature or anything else that will assist you to recall or part of the name. The first association complimentary or insulting - is best. Dont worry, association is not flattering. Use the name frequently during the conversation. If you have forgotten the name or didnt hear it the first time, ask the person to tell you again or even spell his name. Dont make excuses for yourself such as, I am terrible with names. Interference and mental inhibitions are the main reasons for not remembering names.

4/30/2012 12:27:44 AM 5864_ER_GRAY 20

Business Card Etiquette

Some points to remember about using business cards:

Affix your card to the presentation folder or corporate literature some people may not be familiar with you or the company you represent.
Do exchange your business cards at a business or social gathering, but be selective. Do keep your cards protected and fresh. They are the symbol of you and your corporation. Instead of presenting a shabby card, its preferable to write your pertinent information on a plain paper. Do personalize your card, by underlining your name and writing a few word on the reverse side, if the occasion warrants. The card may then be inserted with some flowers or some small gifts to someone who has been helpful to you.

4/30/2012 12:27:44 AM 5864_ER_GRAY 21

Business Card Etiquette (Contd..)

Don't present your business card during a meal, whether formal or not. Use a plastic holder to store business cards, never keep them in your wallet. Always keep them protected. Always use a neat card, not a crumpled one. Handing over the card: First meet the person Introduce yourself Sit down and then take out your business card and hand over to the other person holding it very respectfully.

4/30/2012 12:27:45 AM 5864_ER_GRAY 22

Dress Code
The way we dress affects the way people perceive us: the ways people perceive us affects the way people treat us.
Your appearance immediately initiates ten decisions in the first impression you make on others. 1. Economic level. 2. Educational level. 3. Trustworthiness. 4. Social position. 5. Sophistication. 6. Economic Heritage. 7. Social Heritage. 8. Educational Heritage. 9. Success in chosen field. 10. Moral character

4/30/2012 12:27:45 AM 5864_ER_GRAY 23

Wardrobe basics :
Your clothes should suit your build. Dress should be appropriate to the time, place and occasion. Fabrics, fit, quality, style and the like should be carefully considered.

There are standards for suit/jacket & pants, shirts, ties, shoes, socks, and accessories as watch, cuff links, hankies, jewelry, belt, briefcase and so on.
Use mild perfumes. A perfume can serve as your signature or echo your mood.

4/30/2012 12:27:45 AM 5864_ER_GRAY 24

Mens fashion

Suit:
Suits should always be with fusing. Cloth Use only woolen/terry-wool. Never use terrene. Color Use various shades of blues and greys. No black color. Collar of the suit should be very close to the neck. Shirt collar should be visible at least by of an inch. Lapel should be 3 inch broad and single breasted. Height of the jacket should come to the tip of your thumb. Arm of the coat should stop at the wrist, so that shirt cuff is visible. Trouser Eight belt loops in a trouser. Two creases, cross pockets no flaps on the rear pocket and shoe shape bottom.

4/30/2012 12:27:45 AM 5864_ER_GRAY 25

Mens fashion

Tie :
Regimental ties with diagonal stripes Club ties, same insignia repeated several times in the print Silk ties Ties should be of medium width 3 inches. Ties should touch the buckle of the belt.

4/30/2012 12:27:45 AM 5864_ER_GRAY 26

Mens fashion

Shoe: Black oxford toe.

Belt : Black

Handkerchief: White
Watch: Analog and not digital Hair cut: Neat Perfumes: Avoid strong perfumes

4/30/2012 12:27:45 AM 5864_ER_GRAY 27

Successful meeting.

4/30/2012 12:27:45 AM 5864_ER_GRAY 28

The How-to of making meeting matter

Keep to an agenda: Always circulate an agenda well in advance, so that there is enough time to modify it if the feedback warrants it. Time is essence Environment is everything Take a real-time review

4/30/2012 12:27:45 AM 5864_ER_GRAY 29

Rules for office meetings

1. Do your homework well in advance. Study the issues involved & understand the background. KNOWLEDGE BREEDS CONFIDENCE. Punctuality is a self-evident factor. Once you are on your feet, dont hog your floor. Avoid indulging in too much self-projection, even if you are the specialist. Interruption is generally resented. Wait until the speaker explains his/her point of view clearly. Maintain an objective view when others disagree with you. Dont personalize your attack. Respect others right to disagree. Listen to them & say, I appreciate your point of view.

2. 3.

4.

5.

4/30/2012 12:27:45 AM 5864_ER_GRAY 30

Rules for office meetings

6. 7. Give credit where it is due. Express if you are convinced. Avoid the most horrendous of sins, SARCASM. Temper your jokes. Encourage speakers. Show respect. Theyll reciprocate. Don't surprise your boss with a proposal he/she knows nothing about. Get bosss agreement to mention it. Avoid being the first to leave the conference room.
YOU ARE ON VIEW. PREPARE WELL. WIN GOODWILL OF OTHERS.

8.

9.

4/30/2012 12:27:45 AM 5864_ER_GRAY 31

You and your direct superior

1) Wait for your boss to establish your working relationship, be it formal, informal, or friendly. He/she may call you by your first name, but the straw in his/her shirt may get ruffled if you address him/her by his/her first name or use his initials, until he/her himself/herself suggests it. Keep your boss informed. He/she will be updated on all matters relating to his/her department. It will clue in your superior as to your thinking your process and working procedures, since your progress and advancement depend to a large degree on his/her judgment of you. Consult your immediate superior before making any departmental/ or corporate commitments. Respect your bosss working time. Don't interrupt with constant questions. He/she has business problems of his/her own to cope with. Make the list of points to be discussed and then meet with him/her as the time permits.

2)

3)

4)

4/30/2012 12:27:45 AM 5864_ER_GRAY 32

You and your direct superior

5) Observe the chain of command. Never go to your bosss head. This is both business tactics and bad business manners. If your superior criticizes you for a mistake, you have made, dont take it personally, however rough he/she may be about it. If the criticism is unjustified, swallow your indignation. Try not to blurt out It was Satishs mistake. Blame shifting will reflect unfavorably on your character in your bosss judgment. You may disagree with your boss on certain issues. If he/she doesnt accepts your recommendations dont harp on the subject. There are certain individuals who constitutionally regard as wrong another persons way of handling a problem simply because It is not their way of dealing with it. Your personal life is your private affair. Your bosss office is not confessional. It is neither his/her nor the companys concern that you are having trouble with your relatives.

6)

7)

8)

9)

4/30/2012 12:27:46 AM 5864_ER_GRAY 33

Strategic positioning of furniture

A B2 Best

B3

B4

B1 B2 B3 B4

Corner position Co- opposition Competitive/defensive position Independent position.

4/30/2012 12:27:46 AM 5864_ER_GRAY 34

Gazing Etiquette

Business Gaze: When you look at the person above the eye level and below the center of the forehead, the situation becomes serious. Social Gaze: When you look at the person below the eye level and above the lip, the situation becomes lighter, friendly and social. Intimate Gaze: When you look at the person on the chin level or at the cheek, then it is intimate.

4/30/2012 12:27:46 AM 5864_ER_GRAY 35

Etiquettes in the modern workplace

4/30/2012 12:27:46 AM 5864_ER_GRAY 36

Etiquette in the modern work place

Good Manners - courtesy & consideration are prime necessity if any office is to function with a minimum anxiety & stress. Office machine etiquette: o Try to understand how to operate the equipment if is to be self operated as in the case of a photocopying machine. o Keep the equipment clean. o If there is a line of people waiting to use the system, and you have dozens of pages to copy, allow the colleagues who have only a few pages to copy to go ahead of you. o If yours is a urgent job, explain the situation to waiting executives and get their approval in a polite manner to go ahead with your job.

4/30/2012 12:27:46 AM 5864_ER_GRAY 37

Etiquette in the modern work place

Facilities for employees : o Leftovers, papers, napkins, wrappers etc. are to be removed and thrown into the waste paper baskets/dust bins.

Toilet/unisex facilities : o Gentlemen should put the seat down and close the lid after they have used a toilet, just as they do at home. o Do remember to flush the toilets and the urinals after every use. o It gives good feeling to work in a clean office.

4/30/2012 12:27:46 AM 5864_ER_GRAY 38

Etiquette in the modern work place

Respect for colleagues space : o Conference room is the proper place to entertain visitors or colleagues who feel the need to relax & talk. o Smoking pollutes the air in the office & is distressing to others. People who need to smoke should do so in places set apart for that purpose. o Conversations in open-pan offices, like conversations in elevators, should be carried on softly. No one else should have to listen to other peoples business or private affairs. Personal dcor : o Dont personalize too much your business space. o It is appropriate to use photographs, diplomas, awards & honors. But keep them simple. o Dont visit anyone uninvited.

4/30/2012 12:27:46 AM 5864_ER_GRAY 39

Etiquette in the modern work place

Elevator Etiquette : o Traditionally, men stepped aside the women off first. o Everyone in the front of a crowded elevator should step out of the car and to the side when the doors open so that people in the back of the car can exit. o Always step briskly, because the people behind you may be in a hurry , even though you are not. o When speaking in an elevator, or any public place, the voice level should be just above a whisper, only loud enough for the person you are speaking to hear you. Escalator Etiquette: o It may seem elementary to mention that two or more executives should stand behind one another, and to the right side of the moving stairway, so that others who may be in a more of a hurry can pass them on the left.

4/30/2012 12:27:46 AM 5864_ER_GRAY 40

Etiquette in the modern work place

Holding doors : o In todays office buildings, the person who arrives at the doors first- man or woman- holds the door for the person(s) behind. o Young people, however, should differ to older or senior executives. o In fact, the younger is expected to get to the door quickly in order to hold it for the others.

Automobile Etiquette: o When executives of unequal rank travel together, the junior executive is expected to handle all the details of the trip, authoritatively but not obsequiously- tipping the porters, checking into or out of hotels, arranging for the cars or hailing taxis, paying the drivers and so forth.

4/30/2012 12:27:47 AM 5864_ER_GRAY 41

Thanks and wish you all the best.

Nagesh Tomer & Udit Salvan

4/30/2012 12:27:47 AM 5864_ER_GRAY 42