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5. Contents
1. Introduction to Etiquette
2. Good Social Etiquette
3. Good Business Etiquette
4. Professional Attitude
5. Points to ponder
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6. 1. Introduction to Etiquette
Etiquette is variously defined as
•Politeness
•Consideration
•Thoughtfulness
•Good manners & behaviour
It is treating others as you would like to be treated
with consideration, thoughtfulness & courtesy.
It is being polite and caring
Etiquette is an unwritten rule synonymous with manners.
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7. 1. Introduction to Etiquette
“Keep off the grass”
Word etiquette is believed to have its origin from the French
word “Une Euitte” which meant a ticket or a placard given to
the visitors in the court of King Louis the XIV.
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8. 1. Introduction to Etiquette
It contained the exhaustive list of rules of behaviour for every
action and situation encountered in court. These detailed the
clothes one would wear for a function or event, the manner
one should greet another,
The way one should dance etc .
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9. 1. Introduction to Etiquette
The Purpose - People Should Be Properly
Turned Out And Properly Behaved
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10. 1. Introduction to Etiquette
ETIQUETTE IS SO IMPORTANT
THAT THE FIRST KNOWN BOOK ON
ETIQUETTE WAS WRITTEN BY
PTAH-HOTEP (TA-OTE) IN 24OO B.C.
Manners maketh man:
it was true then ;it is true even now
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11. 1. Introduction to Etiquette
• Organizations and companies are known
by the manner its executives conduct
themselves.
• Professionalism and poise affects both-
o Business and
o Personal relationships
• A positive image of the company is
portrayed if its executives are-:
o Polite
o Thoughtful
o Courteous
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12. 1. Introduction to Etiquette
INFOSYS’ CHIEF MENTOR MR. NARAYANA MURTHY SAYS THAT HIS
CHALLENGE IS TO ENSURE THAT HIS ASSETS (PEOPLE) RETURN TO
WORK THE NEXT DAY WITH A SMILE ON THEIR FACE AND RARING TO
GO. COURTESY AND CONSIDERATION GO A LONG WAY IN ENSURING
THAT HAPPENS.
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13. 1. Introduction to Etiquette
Etiquette is like clothes on a person
•Etiquette is the business of being
Polite, professional and not Offending
others with your lack of manners,
your body language or your lack of
personal hygiene.
•Being sensitive to other’s reaction
and needs and preempting them,
listening and speaking at appropriate
times.
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14. 1. Introduction to Etiquette
There Are Two Kinds Of Etiquette
A. Social Etiquette
Based on chivalry-on the concept that the lady, the aged and the
weak have to be protected.
B. Business Etiquette
Has military origins. It is based on power and hierarchy.
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15. HOW DOES ETIQUETTE HELP?
Leaves favourable impression
Helps win and maintain good
friends and associates
Creates opportunities for
advancement
Helps win business
Makes one feel good
Etiquette is a style that never goes out of fashion or gets outdated.
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16. 1. Introduction to Etiquette
2. Good Social Etiquette
3. Good Business Etiquette
4. Professional Attitude
5. Points to ponder
Etiquette is a style that never goes out of fashion or gets outdated.
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17. 2. Good Social Etiquette
HYGIENE
Cleanliness
Personal hygiene
Personal space hygiene
Tidiness
Personal tidiness
Personal space tidiness
Personal cleanliness and tidiness are the starting points for good
etiquette.
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18. 2. Good Social Etiquette
No hard and fast rules – dressing
ATTIRE varies with occupation, location and
preference
Dress for comfort and conformity
Choice of accessories
Avoid revealing dresses and
garishness (colours and styles)
Be well groomed – hairs, nails,
shoes, socks, body odor
Natural make up
Minimize jewelry, ear rings, body
piercing
Be well organized – bags, wallets,
cell phones
55% of communication is based on what people see, 38% is based on
tone of voice.
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19. 2. Good Social Etiquette
POSTURE
Stand upright (exudes confidence)
Stand relaxed (feet slightly apart)
Avoid hands folded on chest (indicates
arrogance or submissiveness)
Sit straight and gracefully
Walk with easy gait with arms slightly
swinging to the side. Match pace with
others
Limit body movement to minimum
while conversing
Maintain eye contact and do not stare
Smile (Men smile when pleased,
women smile to please?)
Posture reflects level of confidence and interest.
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21. 2. Good Social Etiquette
BODY LANGUAGE Eye contact
Interest but not aggressive
Facial expression
Smile, mouth movements
Head position
Straight vs. tilt to one side
Arms position
Crossed, at back, by the sides
Body angle
Leaning front vs. away
Posture (erect vs. slouch)
Hands
Legs
Distance (too close vs. near)
Words account for only 7% of the messages you convey.
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22. 2. Good Social Etiquette
GESTURES contd..
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23. 2. Good Social Etiquette - Behaviour
Opening doors
Preference for guests, clients, seniors, women
Close doors lightly
Give compliments with generosity and magnanimity
Taking compliments
Smile and thank
Do not brag
Party
Perfectly fine to refuse alcoholic drinks
Do not be defensive, refuse politely, suggest options (soft
drink)
Behaviour should be sincerely courteous and not artificial and laboured.
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24. 2. Good Social Etiquette - Interactions
Introduce yourself
Greet people by name
Do not interrupt conversations
Respect privacy
Converse quietly
Humour is good, humiliation is
not
Interact to engage, relate and learn, and not to show your status, power
or prowess.
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25. 2. Good Social Etiquette - Conversing
Icebreaking
o Weather talk
o Popular sports
o Party setting
Avoid
o Value judgments
o Being opinionated
o Jargon
o Comments on religion, politics, physical aspects
o Intellectual arrogance
Use frequently ‘Please’, ‘Thank You’, ‘Sorry’
Choose words carefully. Listen
Be concise
Conversations should be founded on dignity and respect. KISS in
conversations – Keep It Short and Simple.
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26. 2. Good Social Etiquette - Telephone Conversations
Pick up within three rings
Be sure that the caller is right
Identify yourself
Introduce yourself
Speak clearly
Take messages
Do not dominate phone use
Avoid use of word ‘transfer’ when connecting
to others
Voice mails
o Greet, identify yourself, your number, state
purpose, leave concise message, wish and
close
End courteously
Telephone manners are a reflection of your personality.
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27. 2. Good Social Etiquette - Cell Phone Conversations
No fancy ring tones – “ooh, baby baby”
Know when to
o Turn it off
o Set on vibrate mode
o Set on silent mode
Do not converse
o During meetings
o During movies
o While driving
Seek permission at beginning of
important meetings
Speak
o Lower than normal voice
o Without distracting
Cell phones and cell conversations are a give away of your nature and
attitude.
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28. 2. Good Social Etiquette - Lunches & Dinners
Avoid extravagance
Pick a quality restaurant
Book a table in a quiet corner
Do not be late
Stand up when guests arrive
Turn mobile phone to silent mode
Do not blow your nose
Order with care
Consider guest preferences
No pricey items if you are not paying
Pick the bill if you are the host
Business lunches and dinners reinforce the process of engagement.
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29. 2. Good Social Etiquette – Table Manners
Only food, cutlery and crockery on the table
Only essential business papers on the table,
if required
Handbags and brief cases on the floor by
your side
No elbows on the table
No speaking with food in mouth
No slurping
Soup drinking
Use of cutlery – outside to inside, position
during and after
No burping
No adverse comments on food
Table manners reflect the nature of upbringing.
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30. 2. Good Social Etiquette – Gifting
Choice of gift to be appropriate for the
occasion
Do not give very expensive gifts and
embarrass receiver
Respect company gift policy
Consider social context
Unsafe gifts – sharp objects
Safe gifts – chocolates, flowers in a
vase/bouquet, hampers
Exercise discretion in location and
manner of gifting
Business gifting is a recognition of a relationship. Social gifting is a
gesture of friendship and warmth.
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31. 2. Good Social Etiquette – Greeting
Choose card with care
Write and sign personally
Preferably handwritten
address
Be sensitive to religious
and cultural traditions
Generic ‘Seasons
Greetings’ or ‘Happy
Holidays’ are safe bets
Greetings, through cards or otherwise, reflect thoughtfulness.
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32. 1. Introduction to Etiquette
2. Good Social Etiquette
3. Good Business Etiquette
4. Professional Attitude
5. Points to ponder
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33. 3. Good Business Etiquette
Business Etiquette is the manner one should behave
In a business environment and how one should interact
With people-be they Colleagues, Business Aquiantances
or Customers. It is ensuring that behaviour is appropriate
for the situation the manner in which-:
• You Dress
• You Greet People
• You Introduce People
• You Address People
• You Behave With People
• You Talk
• You Look
• You Entertain and Be Entertained
• You Handle Other Business Imperatives.
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34. 3. Good Business Etiquette
CREATING A POSITIVE FIRST IMPRESSION
• First impression is an impression created in the
minds of people when they come in contact with:
– An individual for the first time
– An organization for the first time
• First impression plays a very vital role in
customer service
• Best way to ensure that you make a
great first impression is to:
– Work hard
– Recognize weaknesses
– Play to strengths
– Make use of basic etiquette
– Make use of common sense
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35. 3. Good Business Etiquette
CREATING A POSITIVE FIRST IMPRESSION
(CONTD.)
• Guidelines for making a positive first impression are:
– Dress well for the occasion
– Greet and introduce
– Introduce yourself effectively
– Offer a firm handshake
– Call by name
– Listen attentively
– Understand the other person’s point of view
– Use effective speaking style
– Use humour
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36. 3. Good Business Etiquette
PERCEPTION VS. REALITY
• Perceptions depends on:
– Reality
– How you react to a situation?
• Different people have different perceptions about
the same situation
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37. 3. Good Business Etiquette
Activity: A Long Perception
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38. 3. Good Business Etiquette
THE FIRST IMPRESSION
VISUAL – HOW YOU LOOK ----------- 55%
VOCAL – HOW YOU SOUND ---------- 38%
VERBAL – WHAT YOU SAY ----------- 07%
The first impression is made on non-verbal
Perceptions of behaviour and appearance.
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39. 3. Good Business Etiquette
Apart from those that know you
As a person-your family, friends and colleagues
- You are only an
IMAGE
You can control your image and the way you are
Perceived to be. You can therefore, if you want,
Be perceived as a charming person who is polite,
Intelligent, professional and well mannered.
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40. 3. Good Business Etiquette
GROOMING
• Good grooming is all about how you look and
present yourself. A clean,neat appearance inspires
confidence.
• M.F.Hussain wanders the world
barefoot and is an example of
a genius being given his due;
others need to conform until they
reach that eminence.
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41. 3. Good Business Etiquette
BUSINESS WARDROBE
First impression matters. You are judged very often even before
you speak. Conclusions on your ability, your competence and
your dependability is often based on your clothes.
If you would like to give impression that
You are-:
•Professional
•Competent
•Sensible
•Open
•Approachable
YOUR DRESS SHOULD BE
1.Immaculate
2.Well pressed
3.Spotless
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42. 3. Good Business Etiquette
GENERAL DRESS SENSE
• The dress you wear should be in sync with the
place
• In case of doubt dress conservatively
• You should be comfortable in what you wear
• Clothes should be appropriate not only to city
but also to its climate
• Clothes, tie, shoes and colour should be
of current fashion
• White shirts are more formal than coloured
shirts
• Pale coloured shirts are more formal
than bold or bright colours
• Solid colours are more formal than patterned
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43. 3. Good Business Etiquette
ATTIRE POLICY FOR MEN
• Trousers should be formal
• Preferably in shades of black, gray,
navy blue, beige or brown
• Should be worn just below naval
• Should be well-cut and should fit well
at both the waist and the hips
• They should not be too tight or too
loose
• Use anti crease material
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44. ATTIRE FOR MEN
consists of:
A two- or three- buttoned suit
Collared shirt
Tie
Belt, shoes and socks
Appropriate accessories
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46. 3. Good Business Etiquette
• Ensure that the shirt matches with the
trousers
• Select cotton or cotton blend shirts
• Use anti crease material
• It should be perfectly ironed
• Ensure that it fits comfortably around neck
always wear a long sleeved shirt
• Shirt sleeves should ideally extend a
couple of centimeters beyond jacket
sleeves
• It should not have any grimy cuffs and
collar
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47. 3. Good Business Etiquette
• One side pocket Preferred
• Preferred colors are white, off white, pale
blue etc.
• Do not fold the cuff
• Not much shine
• No fancy additions like stickers, embroidery
• Ensure that the tie matches with trousers
and shirt
• The knotted tie should end at the belt
buckle
• Choose a traditional silk tie.
• No loud colors or patterns
• The knot should be a perfect triangle
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48. 3. Good Business Etiquette
• Black or brown leather shoes
• Must be polished well
• Shoes with laces are preferred
• Belt with a sleek buckle
• Leather belt
• Leather strapped watch
• If it is metal strapped ensure it fits the
wrist well
• Socks should match with the trousers
• They should be long enough
• Do not wear white socks
• Wear clean socks to avoid odor
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49. 3. Good Business Etiquette
• Pen with metal body
• Silver, gold and black colors are preferred
• One good pen is adequate
• Dark colored leather Wallet
• Dark colored leather bag( not too big)
• Jacket color should complement trousers
• Jacket should fit well
• Should not pull or wrinkle at the collar, neck,
shoulder, lapels or sleeves
• The sleeves should extend two and half
centimeters past wrist bone
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50. 3. Good Business Etiquette
• Business suit while meeting clients
• The trouser should fall (length) just at the
heel of shoes
• Avoid putting too many things in the
pockets
• Arm holes of the jackets should be deep
enough to accommodate cuff links of shirt
• The heels of the shoes should be less
than four and half centimeters high
• Avoid ornaments
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51. 3. Good Business Etiquette
ATTIRE FOR WOMEN
• A formal skirt or trouser with a jacket
• A business suit
• Choose small prints or self colors
• Avoid plunging necklines, sleeveless and
tight fitting clothes
• Avoid bright colors
• Decent soothing pastels like white, light
pink, light yellow, sky blue are preferred
• The skirt should be at least knee length
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52. 52 ©Copyright by AB. PRASAAD
53. 3. Good Business Etiquette
• Wear full sleeved tops with collars or close
necks
• Avoid sleeve less tops or those with
sequins
• Color of the blouse should complement
color of the skirt/trouser and Jacket
• Check the fit of the jacket when it is
buttoned
• It should not be tight around back or chest
• The jacket sleeves should be two and half
centimeters past wrist bone when arms
are at sides
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54. 3. Good Business Etiquette
• Pump shoes work well for western attire
• Wear moderate heels and avoid heels over three inches high
• Use comfortable foot wear rather than trendy
• Avoid wearing sport shoes
• Foot wear in neutral colors such as black, beige, blue, gray,
and tan are preferred
• Avoid red, gold, silver and white
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55. 3. Good Business Etiquette
• Leather bag be same color as shoes
• Not too big
• Light and simple
• Ear rings or studs should be small
• Wear either a bracelet or bangle
• Rings not more than two
• May wear a thin chain with small
locket
• An elegant watch
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56. 3. Good Business Etiquette
HAIR AND MAKEUP
• If hair is beyond shoulder length it should be neatly tied
back
• If it is short it should be well groomed and look neat
• Make up should be light and minimal
• Choose subtle makeup colors that
flatter your skin tone.
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58. Negative Behaviour:
Showing boredom
Physically tired
Showing irritation
Preferring being alone
Avoiding others
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59. 3. Good Business Etiquette
BODY LANGUAGE
When you say, “ it is a pleasure to meet you ” the listener
must feel that you believe it to be a pleasure and that you
are not stating it for the sake of saying so. Your voice
should reflect pleasure and your body language must be
enthusiastic, warm and effusive.
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61. 3. Good Business Etiquette
BUSINESS INTRODUCTIONS
•Self introduction -usually 30 -40
•Introducing people to one another
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62. 3. Good Business Etiquette
SOCIAL INTRODUCTIONS
• Introduce the younger to the older
• Introduce a man to the lady
While introducing state the name
Clearly and slowly. Always use full
Name of the person, use titles if any.
If you could not get a persons name
Correctly, ask politely , “i am sorry
But i did not get your name.”
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63. 3. Good Business Etiquette
Business Etiquette
Customer-centric world
Globalization necessitates
understanding cultural nuances
Business deals finalized over
informal settings
Business etiquette has military origins (hierarchy and power) while
social etiquette is based on chivalry.
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64. 3. Good Business Etiquette
CUSTOMER ETIQUETTE
CUSTOMERS ARE
THE REASON
FOR THE EXISTENCE
OF
BUSINESS
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65. 3. Good Business Etiquette
• Let your customers feel good
• Pleasant ambience
• Groomed staff
• Welcome and smile
• Don’t make him wait
• Listen attentively
• Ask appropriate questions
• Offer workable logical solution
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66. 3. Good Business Etiquette
• Offer services with more than
perceived value
• Use appropriate language
• Always thank your customers for the
business they have given
• When a client calls on you ensure
that you are free at the appointed
hour
• Get up from your desk and greet
your clients
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67. 3. Good Business Etiquette
COLLEAGUES
• Honour your lady colleagues
• Never back-stab a colleague
• Praise in public/criticise in private
• Know the work style of seniors
• Be fair to your subordinates
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69. 3. Good Business Etiquette
INCOMING CALLS
• Answer a phone call by the second / third ring
• Always identify yourself
• If you have received a call at your office
It is customary to say, “good morning/good afternoon,
state bank, i am so and so. How may i help you?”
• While listening do not listen with utter silence, use actives
• placing a person on hold- when you
Return thank him for holding
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70. 3. Good Business Etiquette
INCOMING CALLS
• Have pen and paper with you to take down
messages or make note
• Minimize background noise
• Use caller’s name as often possible,
It helps in personalizing the call
• While ending the call, thank the caller for calling
• While receiving the call if it is from someone who
is higher in rank
it is customary to wait for the caller
to end the call
• Always speak with a smile; yes, it gets there
• Never be rude to the caller, no matter how nasty
he/she is
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71. 3. Good Business Etiquette
OUTGOING CALLS
• Introduce yourself and your organization
• If necessary write the points you wish to speak about
• Call during business hours, be clear and precise
• If the person you wish to speak is not available leave
your message and your phone number
• If you are making a call on a person’s direct line it is
Desirable to call yourself rather asking your assistant
To make the call ( it is rude to display that your time
Is more important than the person whom you have
called)
• Unless it is very important, you should not call a person
Before 9 a.m. And after 10 p.m.
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72. 3
MEETINGS
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73. 3. Good Business Etiquette
MEETINGS
You should be fully aware with the agenda
you should be throughly prepared with your topic
You should be on time
Be precise and to the point
If you are using jargons and abbreviations, explain them
Sit on the assigned seat
Think of your body language
Do not interrupt
Always have a pen and a writing pad / diary
If you are not expecting a very urgent call please
Keep your mobile switched off or in silent mode
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74. 3. Good Business Etiquette
ENTERTAINING-PLAYING HOST
You should arrive before your guest to greet them
You should not invite someone you don’t want to invite
You should plan the event well
Ensure that there is enough food and drink
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75. 3. Good Business Etiquette
ENTERTAINING - PLAYINGUEST
Respond to an invitation
By accepting / rejecting
While turning down an invitation first thank for invitation and then
politely state the reason why it would be difficult for you to attend
Arrive on time ; it is advisable to inform over phone if you starting on
time or you are likely to be delayed
Mingle with other guests, circulate and introduce
Thank the host for their invitation while leaving
If you can not stay all along the party, on your arrival, inform the host of
your other engagements and leave at your schedule time after thanking
them
Normally one should start dispersing 15-20 minutes after finishing
desert
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76. 3. Good Business Etiquette
ENTERTAINING AT RESTAURANTS
The most important guest is usually seated at the
Host’s right and the second-most to his left
•Ask the preference of your guests and allow
them to select from the menu
•The first course is usually appetizers
•If the number of guests is more it is advisable to ask the maitre d’ to go
from one guest to another asking their pleasure
•Till main course is served, business talk should not begin. Before you
begin business talk, talk on sports, city, weather or general matters
• be decent to the waiters and manager
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77. 3. Good Business Etiquette
DO NOT’S AT A BUSINESS MEAL
• Do not gossip about your organisation or colleagues
• Do not crack off coloured jokes
• Do not interrupt while somebody is speaking
• Do not finish another’s sentence
• Do not be too personal
• Do not flirt with opposite sex
• Do not place business papers on table
• Do not chew with your mouth open
• You should not belch
• Do not put your elbows on the table
• Do not yawn or close your eyes
• Do not sneeze or cough without covering your mouth
• Do not speak with food in your mouth
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78. 3. Good Business Etiquette
WHAT YOU SHOULD DO
AS A HOST
• Invite your guest at least three days in advance
• Confirm the invitation on the day of meeting
• Fix the place of meeting and time
• Reach before your guest arrives
• Stand when your guest arrives
• Discuss business during main course
• Ensure that the atmosphere is comfortable
• Get to know your guest
• Ask questions
• Encourage conversation
• At the end of meeting repeat the conclusions
• At the end of meal
place the napkin on the table and get up
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79. 3. Good Business Etiquette
THE 10 MOST CONMMON DINING MISTAKES
1. Handling Cutlery
2. Napkins
3. Chewing
4. Appearance
5. Breaking Bread
6. Speed Of Eating
7. Toothpicking
8. Lipstick
9. Smoking
10. Purses And Briefcases
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80. 3. Good Business Etiquette
LIST OF NO-NOS
• Do not put salt before tasting the food
• Do not cut more food than you need
• If a person on a table takes a pill do not be inquisitive
• Do not drop pieces of biscuits in your coffee or tea
• After you have finished your meal do not
push your plate away or your chair back
• Never tilt your chair
• Pass food to the right
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81. 3. Good Business Etiquette
LIST OF NO-NOS
• Do not enquire where they are going when people
leave the table
• When you cough or belch, cover your mouth and say
“ excuse-me”
• Do not blow on liquid that is too hot
• Once you have picked up a piece of cutlery, it should
not touch the table again
• Do not use toothpicks at the table
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82. 3. Good Business Etiquette
WASH BASIN MANNERS
1. While using a soap cake, wash it under running
water before returning it to the soap tray
2. If the tap has been touched with soapy hands, it is
desirable to clean it before you leave
3. Do not blow your nose in the basin
4. If chewed food grains are splattered in the basin while
rinsing your mouth, it is customary to run sufficient
water so that a clean basin is available to the next user
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83. 3. Good Business Etiquette
INTRODUCTIONS
Business setting vs. social setting
o Juniors to seniors, Women to men
o Eye contact
o Chivalry
Handshake
o Web to web, medium grip, brief,
eye contact
o Sandwich handshake
o Cultural sensitivities
Business card
Introducing yourself
o Name, responsibility, brevity
Introductions should be natural, easy and concise.
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84. 3. Good Business Etiquette
BUSINESS CARD
Ensure your card has
o Name
o Title
o Responsibility
o Contact details
Use standard size card
Present face up
Study card received
Do not use
o Flashy cards
o CV cards
Purpose of business card is to introduce and an invitation to
establish and retain communication.
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85. 3. Good Business Etiquette
INTERVIEWS
Apologize to candidate for delays
Introduce interview team members
Let candidate be comfortable with some
simple questions
Get candidate speak about himself/herself
Be dressed properly
Allow sufficient time for the interview
Test competency and attitude
Know your organization
Do not get provoked
Mentally picture the candidate in the job
How an interview is conducted is a comment on the organization.
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86. 3. Good Business Etiquette
LETTERS Appropriate stationery
Formal vs. semi-formal vs. personal
Typed vs. handwritten
Spell recipient’s name correctly
Mark confidentiality, if it is so
Consistent and clear style
Avoid long and compound sentences
Be courteous
Check grammar and spelling
Sign personally
Special occasion letters (birth,
weddings, death)
Letters mirror the organization and the person.
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87. 3. Good Business Etiquette
EMAILS
Answer promptly
Address recipient
Use proper spelling, grammar and
punctuation
Use proper structure and layout
Be concise and to the point
Do not answer unnecessary files
Do not overuse ‘High Priority’ and ‘Reply to All’
Use cc: field sparingly
Do not write in CAPITALS
Do not use email to discuss confidential
information
Read email carefully before you send
Emails have to be clear, concise and productive.
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88. 3. Good Business Etiquette
PRESENTATIONS Have a theme
Structure
Use aesthetic template
Do not clutter slides
Do not put prose in slides
Use consistent type face and size
Use readable colours
Use pictures/graphics for relief
Face audience
Have eye contact
Do not read from slide
Summarise or give take home
messages
A well structured insightful presentation delivered well makes a
lasting impression.
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89. 3. Good Business Etiquette
ON THE JOB
Be punctual
Keep your voice down
Listen, do not dispute
Stay away from gossip
Do not use office phone as a PCO
Respect personal space
Do not peep into others computers or
papers
Leave a word about your whereabouts
Place only essential things on the table
OK to tell your boss that you will not do
his private jobs
See yourself in setting healthy examples for others.
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90. 3. Good Business Etiquette
DEALING WITH SUBORDINATES
Have clearly defined expectations
Be demanding on work
Be humanitarian
Show empathy and not sympathy
Provide latitude to perform
Tolerate imperfection
Address rough edges and
weaknesses
Provide exposure and ‘limelight’
Acknowledge good work
Convey disapproval for poor work
Trust is at the very core of a good relationship with subordinates.
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91. 3. Good Business Etiquette
DEALING WITH WOMEN EMPLOYEES
Respect
o Gender
o Competency & Capability
Do not comment on
o Physical attributes
o Dress
Greet
o Shaking hands?
o Saying ‘Namaste’
Do not
o Ask personal questions
o Use inappropriate language
o Crack sexist jokes
Treat women employees with respect for gender, competency
and capability.
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92. 1. Introduction to Etiquette
2. Good Social Etiquette
3. Good Business Etiquette
4. Professional Attitude
5. Points to ponder
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93. 4. Professional Attitude
PROFESSIONAL ATTITUDE-PARAMETERS
• Diligence
• Attentiveness
• Motivation
• Perseverance
• Time management
• Good planning
• Ethical
• Confident
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94. on to Etiquette
al Etiquette
ness Etiquette
Professional Attitude
Points to ponder
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95. 5. Points to Ponder
LEARNING GOOD ETIQUETTE
Etiquette is the fine art of
presenting yourself based on the
environment
First impression is the best
impression
Focus on appearance, behavior
and communication
Career advancement dependence
on good etiquette
Observe others to learn good
etiquette
Learn from people with good etiquette.
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96. SUMMARY Niceties
o Should never be person
specific
o Should extend to all settings
and interactions
Etiquette reflects
o Upbringing
o Exposure
o Practice
o Interest in human beings
o Genuineness
Etiquette blooms with
o Modesty
Etiquette is to be aware of others, their needs and wants and to
treat them the way we would like to be treated.
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97. Thank You
A B PRASAD
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Notas del editor Ask the participants what they understand by the term first impression. Collate the answers and tell them that the first impression is the evaluation or impression one makes about you and your organisation at the first glance. Discuss the importance of first impression in customer service. Discuss the fundamentals of first impression. Talk about moment of truth as Jan Carlzon defines it. Share an anecdote: Jan Carlzon A classic customer care story from the 1980s was the turnaround of the Scandenavian Airline (SAS). Following a disastrous year when SAS made a loss of $8 million, the company promoted a young marketing executive, Jan Carlzon, to the position of president. Just 18 months later, the airlines achieved a gross profit of $71 million. While competitors had concentrated on cutting costs in an effort to reduce their losses, Carlzon had focused on customer care. He started by identifying the airline’s most important customers and business flyers. He then asked them what would make them want to fly with SAS, rather than a competitor. The answer was loud and clear. They wanted punctual flights. Carlzon put a monitor on his desk, showing the take-off and landing of every SAS flight, around the world. He personally phoned pilots to find out the reasons for delays. Suddenly, SAS flights became extremely punctual and new customers started queuing up. He speaks about the necessity of mentally turning the organisation upside down to become a customer-driven service company. He said “We used to fly airplanes - now we fly people and it was not what kind of seats the customers got on the plane or the food that was served; it was the very important aspect of the customers travel needs.” Each time the customer would travel earlier, his moment of truth was “I will get late again”, however, now after this effort made by Jan Carlzon, the moment of truth would translate into “I will reach my destination on time.” Customers wanted to reach their destination on time. With SAS, every flight started on time. Jan Carlzon made this moment of truth extremely delightful and pleasant and this is the truth for the success of many a business. Discuss the guidelines for making a strong first impression. Discuss the difference between perception and reality. Tell the participants when they look at something without studying it or going into the depth of the matter may cause one to form a perception about it, which may be far from reality. Therefore, how they view something or someone depends on how they perceive the thing or the person. Conduct the activity: A long perception Tell participants to look at the image and write what they perceive from the image. 1 min You may share : Outer self is what people can see and experience whereas private self relates to the inner hygiene and upkeep which gives confidence and assurance for you to meet people. For .e.g. taking bath everyday vs. skipping bath, repeating unwashed socks the next day Repeating Inner wear without wash Cleaning ears weekly vs. once in a while Washing hair at least twice a week vs. only when necessary Cover the broad components of Attire for men as given on the slide – it is getting covered in details with slides ahead 1 min Many corporates have a dress code/uniform which all employees have to adhere to ICICI bank for example has a corporate dress code- the video on ICICI uniform code will be shown at the end of this session 1 min 1 min Having shared the inputs on positive behaviour show the above slide on negative behaviours and highlight their contributions which appear in the slide- The next slide carries descriptions of these behaviours- so need not elaborate on all points at this slide 1 min Show the slide Match what they commented with what is there on the slide Thank them for points contributed by them that also appear on the slide-(this encourages them to contribute) The next slide carries descriptions of these behaviours- so need not elaborate on all points at this slide You may share: A study says that 38 per cent of the impression you make comes from the tone, pace and nuances. For example, the acceptable handshake in the business world calls for extending the right hand. Because some cultures are offended by the use of the left hand, using the right hand ensures that you’ll not offend anyone. Indians are bad at shaking hands. They either grab your hand or touch the fingertips, especially if it’s a woman.