Business etiquette in india

Business Etiquette in India

India is a country composed of a multitude of religious cultures coexisting side by side. The
dominant religion is Hinduism, but significant numbers of Muslims, Buddhists, Sikhs, Jains,
Jews, and Christians also live in India. Onto this religious diversity is grafted a layer of
British formality and good manners resulting across the country in a population that is as
polite as it is distinctive. you can expect a great deal of discussion the pleasure most Indians
take in bargaining and you have the markings for some long business meetings.

Meeting and Greeting

In general, Indians are formal upon first meeting. Elders are respected and differed to many
situations, business ones included. Caste rankings still play a role with a wide variety of
social and business interactions, although they're not as pervasive as they previously were.
You may see an Indian bow slightly to another - that is either a show of respect for age or a
show of respect for age or a show of respect for someone higher in rank.

Names and Titles

Use last names upon meeting someone for the first time and mention any higher academic or
other titles.

Business Attire

India is hot and the clothing is casual. Suits are rarely seen, although a light jacket with a
shirt and pants is standard outfit for businessmen. Women wear slacks and a jacket or long
dresses.

Dining and Entertaining

Business lunches are common in India, and it's perfectly appropriate to discuss business at
lunch. Dinners at Indian homes are bounteous and delicious. It's rude to show up on time but
you shouldn't be more than half an hour late either. When you eat, do so without using your
left hand. As in Muslim countries the left hand is symbolically unclean. And don't thank

your host at the end of the meal.

Don't make these mistakes:

1. Putting your hands on your hips is rude.

2. Touching someone with your foot is rude, as is pointing with your foot.

Business Cards
Business cards are presented without a great deal of ceremony. But present your card with
your right hand.

E-mail Etiquette

Here are some realistic mistakes that people make when using e-mail:

1. Forgetting the rules of spelling and grammar. Perhaps of the sheer volume of e-mails we send, they tend to be
very informal medium. Informally, however does not mean sloppiness.

2. Omitting a greeting and/or closing.

3. Using ALL CAPITALS. For one, capitals are harder to read than regular text. In addition, addition many people
their usage as the equivalent of yelling.

4. Sending a message to too many people. Does everyone on your project team need to see the details of setting
up a conference room for next Thursday?

5. Also double-check the list of recipients for your e-mail-specially if it says something potentially negative.

Business Letters

When composing business letters Keep the following in mind:

1. Use high-quality paper with at least 25% cotton rag content.

2. Never send a letter written in anger unless you've waited 24 hours to review it.

3. Plan your correspondence before writing it-know what you want to say and in what
order you want to say it.

4. Compose your correspondence after planning it - use direct, active language, vary
your sentence structure, adopt a moderate, friendly, tone, and give clear directions.
5. Revise the letter after it has been written to take account of any new information.

6. Edit the letter for spelling, grammar, style, tone, and content.

7. Edit again.

Memoranda
Memos are written communications within companies or within units within companies. Memos typically make
announcements, discuss procedures, report on company activities, and disseminate employee information.
They're informal and public. If you have something confidential to communicate, don't do it in a memo.

All memos are structured similarly. They have:

1. An addressee - flush left, in capital letters, near the top of the page

2. The sender - flush left, in caps, immediately below the addressee

3. Date - Flush Left, in caps, immediately below the sender

4. Subject - Flush left, in caps, immediately below the date

Telephone Manners

Now for some basic telephone manners:

* First of all, prepare for the phone call before you make it.
* Have a good idea of what you are going to talk about.
* Make notes if necessary.

When you call someone, introduce yourself RIGHT AWAY

First, you should say a greeting.

Second, identify yourself and your affiliation.

Third, ask for the person to whom you would like to speak.

Exercise patience on the phone and let other people finish their sentence.

Speak clearly so you are not misunderstood.

NEVER eat, drink, or chew gum while on the phone doing business.

The first contact a potential client and/or customer typically has with your company is when someone answers

your company's phone; Make sure it's done WELL

In a business call, ALWAYS:

* Stop whatever else you are doing.
* Be upbeat.
* Speak clearly into the receiver.

By RachelBennett, eHow Contributor

Culture needs to be respected when
conducting business in India.

India has strong cultural norms that need to be respected when conducting business. If you
ignore these rules, you could offend your Indian counterparts, preventing important business
deals from being signed. Business in India is generally more informal compared to other areas in
Asia, such as China and Japan. However, simple actions, such as using your left hand, can be
seen as highly offensive.

Other People Are Reading

India Business Practice & Business Etiquette Tips

Business Meeting Etiquette in India

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1. Shaking Hands
o Handshakes should be given between men at the start of a meeting. These should
be short and light, not firm. However, you should only shake a woman's hand if
she offers it herself; otherwise, it is seen as predatory and offensive. In the
absence of a handshake, put the palms of both hands together under the chin and
lean forward slightly in a bow while saying "namaste."

Time Keeping
o Punctuality is not a priority in Indian culture, and traffic problems often make
time keeping difficult. To avoid getting frustrated make sure you leave a lot of
time in your schedule for a meeting or appointment and try and fix meetings with
a margin such as 11 a.m. to noon instead of just 11. Many times, government
officials will deliberately keep you waiting in order to show their priority.
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Meetings
o It is polite to begin meetings with small talk before discussing business matters.
Hosts generally offer their visitors drinks (typically tea) and snack food such as
cookies or crackers during the meeting, and it is polite and a sign of respect to
accept this offer regardless of whether you are hungry or not. However, be sure to
leave something on the plate. If it is empty, Indians take it as a sign you want
more, and the plate will be refilled. Do not eat with your left hand. Indians look at
this as your toilet hand and consider it unclean.

Business Cards
o Unlike in China or Japan, the system of giving and receiving business cards in
India is very informal. Business cards are normally written in English, and it is
not expected for them to be translated into local languages. You do not have to
admire the card, but can put it straight in your pocket. Once again, though, do not
use your left hand.

Read more: Business Etiquette in India |
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1. Shaking Hands

Time Keeping
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Meetings

Business Cards
use your left hand.








Print this article

1. Shaking Hands


Time Keeping
o Sponsored Links


www.Facebook.com

Meetings

Business Cards
use your left hand.








Print this article

1. Shaking Hands

Time Keeping
o Sponsored Links


www.Facebook.com

Meetings

Business Cards
use your left hand.



Time Keeping
o Sponsored Links


www.Facebook.com

Meetings

Business Cards
use your left hand.


101 Email Etiquette Tips

It is important that whether for business or personal use that you follow the basics of email
etiquette. This document covers for you the top tips for email etiquette that everyone needs to be
aware of and follow. By doing so you will be a joy to communicate with while being perceived
as a caring and intelligent human being.

Sending Emails

1. Make sure your e-mail includes a courteous greeting and closing. Helps to make your e-
mail not seem demanding or terse.
2. Address your contact with the appropriate level of formality and make sure you spelled
their name correctly.
3. Spell check - emails with typos are simply not taken as seriously.
4. Read your email out loud to ensure the tone is that which you desire. Try to avoid relying
on formatting for emphasis; rather choose the words that reflect your meaning instead. A
few additions of the words "please" and "thank you" go a long way!
5. Be sure you are including all relevant details or information necessary to understand your
request or point of view. Generalities can many times causing confusion and unnecessary
back and forths.
6. Are you using proper sentence structure? First word capitalized with appropriate
punctuation? Multiple instances of !!!or ???are perceived as rude or condescending.
7. If your email is emotionally charged, walk away from the computer and wait to reply.
Review the Sender's email again so that you are sure you are not reading anything into
the email that simply isn't there.
8. If sending attachments, did you ask first when would be the best time to send? Did you
check file size to make sure you don't fill the other side's inbox causing all subsequent e-
mail to bounce?
9. Refrain from using the Reply to All feature to give your opinion to those who may not be
interested. In most cases replying to the Sender alone is your best course of action.
10. Make one last check that the address or addresses in the To: field are those you wish to
send your reply to.
11. Be sure your name is reflected properly in the From: field. Jane A. Doe (not jane, jane
doe or JANE DOE).
12. Type in complete sentences. To type random phrases or cryptic thoughts does not lend to
clear communication.
13. Never assume the intent of an email. If you are not sure -- ask so as to avoid unnecessary
misunderstandings.
14. Just because someone doesn't ask for a response doesn't mean you ignore them. Always
acknowledge emails from those you know in a timely manner.
15. Be sure the Subject: field accurately reflects the content of your email.
16. Don't hesitate to say thank you, how are you, or appreciate your help!
17. Keep emails brief and to the point. Save long conversations for the old fashioned
telephone.
18. Always end your emails with "Thank you," "Sincerely," "Take it easy," "Best regards" -
something!

Formatting Emails

19. Do not type in all caps. That's yelling or reflects shouting emphasis.
20. If you bold your type, know you are bolding your statement and it will be taken that way
by the other side - X10!
21. Do not use patterned backgrounds. Makes your email harder to read.

22. Stay away from fancy-schmancy fonts -- only the standard fonts are on all computers.
23. Use emoticons sparingly to ensure your tone and intent are clear.
24. Typing your emails in all small case gives the perception of lack of education or laziness.
25. Refrain from using multiple font colors in one email. It makes your email harder to view
and can add to your intent being misinterpreted.
26. Use formatting sparingly. Instead try to rely on choosing the most accurate words
possible to reflect your tone and avoid misunderstandings in the process.

Email Attachments

27. When sending large attachments, always "zip" or compress them before sending.
28. Never send large attachments without notice! Always ask what would be the best time to
send them first.
29. Learn how to resample or resize graphics to about 600 pixels in width before attaching
them to an email. This will greatly reduce download time.
30. Never open an attachment from someone you don't know.
31. Be sure your virus, adware and spyware programs are up to date and include scanning of
your emails and attachments both incoming and outgoing.
32. It is better to spread multiple attachments over several emails rather than attaching them
all to one email to avoid clogging the pipeline.
33. Make sure the other side has the same software as you before sending attachments or they
may not be able to open your attachment. Use PDF when possible.

To, From, CC, BCc, RR, Subject:

34. Only use Cc: when it is important for those you Cc: to know about the contents of the
email. Overuse can cause your emails to be ignored.
35. Don't use Return Receipt (RR) on every single email. Doing so is viewed as intrusive,
annoying and can be declined by the other side anyway.
36. Include addresses in the To: field for those who you would like a response from.
37. Include addresses in the Cc: field for those who you are just FYI'ing.
38. Make sure your name is displayed properly in the From: field.
39. Remove addresses from the To:, CC; and BCc: field that don't need to see your reply.
40. Always include a brief Subject. No subject can get your email flagged as spam.
41. Think about your motives when adding addresses to To:, CC:, BCc. Use your discretion.
42. Never expose your friend's or contact's email address to strangers by listing them all in
the To: field. Use BCc:!
43. Make sure when using BCc: that your intentions are proper. To send BCc:copies to others
as a way of talking behind someone's back is inconsiderate.

Email Forwarding

44. Don't forward emails that say to do so--no matter how noble the cause may be. Most are
hoaxes or hooey and may not be appreciated by those you send to.
45. If someone asks you to refrain from forwarding emails they have that right and you
shouldn't get mad or take it personally.

46. When forwarding email, if you cannot take the time to type a personal comment to the
person you are forwarding to--then don't bother.
47. Don't forward anything without editing out all the forwarding >>>>, other email
addresses, headers and commentary from all the other forwarders.
48. If you must forward to more than one person, put your email address in the TO: field and
all the others you are sending to in the BCc: field to protect their email address from
being published to those they do not know. This is a serious privacy issue!
49. Be careful when forwarding email on political or controversial issues. The recipient may
not appreciate your POV.

Email and Perception, Privacy, Copyright

50. Choose your email address wisely. It will determine, in part, how you are perceived.
51. Try not to make assumptions when it comes to email. Always ask for clarification before
you react.
52. Posting or forwarding of private email is copyright infringement -- not to mention
downright rude. You need permission from the author first!
53. Even though it isn't right; emails are forwarded to others. Keep this in mind when typing
about emotional or controversial topics.
54. When there is a misunderstanding by email, don't hesitate to pick up the old fashioned
telephone to work things out!
55. Know that how you type, and the efforts you make or don't make will indicate what is
important to you and if you are an educated courteous person.
56. If you forward an email that turns out to be a hoax, have the maturity to send an apology
follow up email to those you sent the misinformation to.
57. When filling out a contact form on a Web site, do so carefully and with clarity so your
request is taken seriously.
58. If a friend puts your e-mail address in the To: field with others you do not know, ask
them to no longer expose your address to strangers without your permission.

Business Email

59. Think of your business email as though it was on your business letterhead and you'll
never go wrong!
60. If you cannot respond to an email promptly, at the very least email back confirming your
receipt and when the sender can expect your response.
61. Emailing site owners about your product or service through the site form is still spam.
Ask them if they want more info first!
62. When replying to emails always respond promptly and edit out unnecessary information
from the post you are responding to.
63. Formality is in place as a courtesy and reflects respect. Assume the highest level of
formality with new email contacts until the relationship dictates otherwise. Refrain from
getting too informal too soon in your email communications.
64. Never send anyone an email they need to unsubscribe from when they didn't subscribe in
the first place!
65. Be very careful how you use Reply to All and Cc: in a business environment. Doing so

for CYA or to subtlety tattle can backfire and have your viewed as petty or insecure.
66. When replying to an email with multiple recipients noted in the To: or Cc: fields, remove
the addresses of those who your reply does not apply to.
67. Never send business attachments outside of business hours and confirm that the format in
which you can send can be opened by the other side.

IM, Blackberry

68. With IM and Chat, try not to be overly cryptic or your meaning can be misread.
69. Use Instant Messaging (IM) for casual topics or informational briefs. IM is not the place
for serious topics or confrontational issues.
70. Start by always asking if the person you are IMing is available and if it is a good time to
chat. Refrain from IMing during meetings or when your attention is required.
71. Practice communicating briefly and succinctly.
72. Use IM for casual topics or informational briefs. Serious topics are not for IM.
73. IMing is not an excuse to forget your grade school education.
74. If you are not a smooth multi-tasker, do not continue multiple IM sessions and leave folks
hanging while you communicate with others.
75. Learn how to use the features of your IM program. Specifically your "busy" and "away"
message features.
76. Never IM under an alias to take a peek at friends' or associates' activities.
77. Take into consideration who you are communicating with to determine the acronyms and
emoticons that should be used - if at all.

Email and Blogs, Forums, Message Boards

78. Keep in mind when in newsgroups or message boards that you are in a global arena. Read
the charters and rules - before you post.
79. When discussions get out of control; don't stoop to name-calling or profanities. You are
better than that!
80. Keep your signature file to no more than 4-5 lines.
81. Keep commercialism to no more than a link at the end of your comment or contribution.
82. Stay on topic and discuss issues only relative to the thread/topic in question.
83. If new to the message board, "lurk" for awhile to get a feel for the community and
personalities of the regulars before you post.
84. Never give out personal information or specifics to your location on message boards.
85. Keep in mind there will always be differences of opinion. Try to remain objective and not
personalize issues.
86. Don't fall for trolls. Trolls are folks who will post rude comments just to get a rise out of
everyone.
87. Be sure to down edit, or remove any part of the post you are replying to that is no longer
necessary to the ongoing conversation.

Email Considerations...

88. Before getting upset because you perceive someone didn't respond, check to see if their

reply was inadvertently deleted or sent to your Trash or Junk folder.
89. With emotionally charged emails, wait until the next morning to see if you feel the same
before clicking Send.
90. Feel free to modify the Subject: field to more accurately reflect a conversation's direction.
91. When it comes to your email communications, know who you can trust; trust only those
you know.
92. Take the time to review each email before clicking Send to ensure your message is clear
and you are relaying the tone that you desire.
93. Never use an old email to hit reply and start typing about an entirely new topic.
94. Regardless of how noble a forwarded email may be, don't just forward without
investigating its authenticity @ Snopes.com.
95. Always add the email addresses of Web sites and new contacts immediately to your
approved senders or address book so they get through Spam filters.
96. Before completing a Web site's Contact form; make an effort to review the site to be sure
the information you seek is not already available.
97. Take a quick look at the e-mails in your Trash before you delete them just in case a good
e-mail landed there by mistake.
98. If any email states to forward to all your friends, or just 5 people -- do everyone a favor
and just hit delete!
99. Don't mass e-mail people who didn't ask to be on your personal "mailing list".
100. Double check that your adware, spyware and virus programs are set to
automatically update at least once each week so the software knows what to protect you
from.
101. And finally... Type unto others as you would have them type unto you!

20 Business Telephone Etiquette Tips

by Avis Ward

Some very useful tips for telephone customer service..

20 Telephone Etiquette Tips for Customer Service

1. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.

2. Before placing a caller on hold, ask their permission first and thank them.

3. It is better to return a call than to keep someone on hold too long. If the phone rings back to
you, you've kept them on hold too long.

4. Do not forget to return the call as you promised.

5. Do not permit the phone to ring into the office more than three times.

6. Always use a pleasant, congenial and friendly tone.

7. Never interrupt the person while he/she is talking to you.

8. Never engage in an argument with a caller.

9. Do not handle an unhappy caller's concern openly at the checkin/checkout desk.

10. Do not make it a habit of receiving personal calls at work.

11. Do not answer the phone if you are eating or chewing gum.

12. Do not give the impression that you are rushed. It is better to return the call when you can
give the person the time they need to handle the reason for their call.

13. Learn how to handle several callers simultaneously with ease and grace.

14. Return calls promptly that have been left on voice mail and ansafones.

15. Always get the best number (and an alternate) and the best time to have a call returned to the
caller, especially if a manager or another team member must return the call.

16. Do not ever leave a message with someone else or on an ansafone or voice mail regarding
details of a delinquent account. Instead, leave a message asking the person to call the
"Accounting Department."

17. Always make collection calls in private and away from the patient flow or public areas.

18. If possible, provide a telephone for patients/customers/clients to use. An area providing
privacy is preferred.

19. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless
they've given you permission to do so.

20. When hanging up the phone, make sure the caller or person called hangs up first if the phone
is slammed on the receiver. Otherwise, always hang up the phone, gently.

I recommend a remote, handless headset for the business staff. They are wonderful. This will
solve hanging up as you push release on the headset to hang up the phone. Also, it does not tie
your staff to their desk. The team member checking on insurance really appreciates this device.
(The phone can also be answered if away from your desk.)

Contact me if you'd like to know the make and model of the remote, handless headset
recommended. I am not asserting this list answers (no pun intended) all of the issues surrounding
excellent telephone skills but it's a very good start.

If a tip does not apply to you or your business, I commend you. If even one does, I encourage
you to begin immediately to eliminate it.

About the Author

Avis Ward is a Consultant to dental healthcare professionals in Practice Management
specializing in Case Acceptance and Marketing. More information can be found here:
http://aviswardconsulting.com.

Chapter 12: Business Etiquette
Overview
Mastering business etiquette is critical for success in today’s work environment. This chapter
covers a variety of aspects of business etiquette that are important in multiple work situations.
Many of the items may seem to be common courtesy and politeness, but that just means that
you are practicing good etiquette already.

Lecture Notes
A. Conducting Business
A professional image begins with professionalism, which includes the way one dresses and
deals with others.
1. Business Attire is the way you dress for business. Some companies have specific
policies, while others are more general.
a. Personal appearance should be neat, clean, and professional.
b. Conservative business attire means the men wear suits and ties and women wear
suits or dresses.
c. Casual business attire does not mean jeans and sneakers; it may include slacks and
a sweater or other type of top.
d. Use of jewelry may interfere with your appearance on the job if it is obtrusive in any
way, but wearing conservative jewelry will meet approval.
2. Introductions and Greetings are important to make people feel comfortable in your
organization.
a. Making introductions can be intimidating. Introduce yourself by standing up, smiling,
moving toward the person, and extending your right hand for a handshake. A couple
of tips include: a lesser-ranked individual should introduce a higher-ranked person;
use courtesy titles in introductions; ask politely how to pronounce difficult names.
b. A greeting often includes a handshake; it is an acceptable physical greeting and
should be firm, but not overpowering. Look at the name tag as you shake hands.

3. Business Language is often English; be patient when it is not a person’s everyday
language. Do not speak too fast or loudly, and avoid slang or jargon.
4. Business Networking requires that you circulate among people and introduce yourself. It
is an opportunity to learn about each person you meet; you may make some long-lasting
business relationships.
5. Business Cards provide contact information about you. They should be attached to
reports/documents or gifts sent to a business associate.
a. Present business cards at the end of a conversation or introduction; be courteous
and tactful. Review the tips listed on p. 396 of the text.
b. When receiving a business card, look at it and then the person to make a connection
between the name and face later.

B. Workplace Etiquette
1. Greeting Co-workers in passing is courteous; it is rude not to greet others when you
enter an office. It is important to use acceptable terms and speak in terms acceptable to the
company culture.
2. Sharing Recognition with others on a team project is important; you shouldn’t ever take
credit for work done by others.
3. Respecting Personal Space
a. As a guest, respect the other person’s privacy. As you enter the office, don’t take
over their desk area with your belongings. To respect the other person’s time, make
an appointment and be punctual.
b. As a host, greet the visitor and make him or her feel welcome. If you are busy when
the visitor arrives, have someone else escort the person to the meeting place. Escort
a visitor out of the office when the meeting is over.
c. As a co-worker, show respect and courtesy, use “please” and “thank you.” Respect
the effort and concentration of others; do not interrupt them or enter an office with the
door closed. Keep your work area neat.
4. Communication Etiquette is important because of the enormous amount of each work
day that is spent communicating (verbally or in writing).
a. Telephone etiquette should demonstrate courtesy; it is obvious to the person on the
other end of the phone. Review the tips presented on p. 399 of the text.
b. Electronic communication should be used effectively; modes of communication
include cellular phones, e-mail, and fax. Specific tips for each type can be found in
the text on pp. 400-402.
c. Business meetings allow you to make a positive impression; watch what is said and
the nonverbal communication as well. Review the tips offered on p. 403 of the text.

C. Business Dining and Entertaining Etiquette
1. Meal Functions can take place at any time during the day.
a. Breakfast is for urgent meetings, reviewing an event, or convenience of the
participants; it usually lasts between 45 minutes and 1 hour.

b. Lunch meetings can last up to 2 hours. They are used to entertain clients or establish
contacts. Be cautious with alcohol; some companies forbid consumption during work
hours. Usually, the meeting begins once an appetizer is served.
c. Afternoon tea is a new “power” meal used to get better acquainted with someone. It
can be considered a healthy alternative to cocktail hour.
d. Business dinners develop and solidify existing relationships. Allow 2 hours for the
meeting, which may begin before the second drink arrives. Dinner should not be the
first meeting with a client, unless he or she is from out of town.
e. Business brunch might be for out-of-town contacts.
2. Paying the Bill should be the responsibility of the organization that benefits from the
business association – if you invite the client, you pay.
a. Arranging payment with the manager ahead of time assures that a bill is not brought
to the table.
b. Extending an invitation means that you should pay; emphasize the company is
paying if it appears awkward (a female hosting a male client).
c. Receiving an invitation to a private club is a sign that you shouldn’t pay; reciprocate
with an invitation at a later time.
3. Tipping Practices are based on good service.
a. An acceptable gratuity for good service in the U.S. is about a 15% tip.
b. Added service charge may be required for larger groups at some restaurants.
4. Dining Etiquette says that you should arrive promptly at the invited time; a few minutes
late is acceptable if there is a cocktail period.
a. Place settings are complete; work toward the plate with the silverware. It might be
helpful to draw a diagram of a place setting or bring in utensils to demonstrate.
b. Eating the meal should begin when two people to your left and right have been
served. Pass to the right, offer items to your immediate left. Some foods are “finger
foods.” Review the list on p. 406, understand that the list may vary depending on
culture. The best rule of thumb is to follow the example set by the host.

D. Giving and Receiving Gifts
This is an important part of doing business within the U.S. and internationally. It is very
important that you research what is acceptable in other cultures before offering gifts.
1. Giving Gifts is considered a thoughtful gesture.
a. Appropriate gifts include holidays, after a transaction has taken place, visiting an
associate’s home, lunch or dinner out. Present them at appropriate times. Gifts are
usually opened immediately and shown to those that are there.
b. Inappropriate gifts include questionable items for children (safety, ethics) and
personal items (cologne, perfume, lingerie).
2. Receiving Gifts should be done gracefully. Be sure to acknowledge gifts you receive with
a thank-you note.

E. Disability Etiquette
The Americans with Disabilities Act requires employees to make appropriate accommodations
for disabled personnel, but there are other issues that fellow employees should be aware of.
1. Practical Tips for Working with Disabled relate to showing respect and behaving in a
natural way. Some tips include (others are on p. 409):
Wait for acceptance when offering assistance
Speak directly to the person, not to an assistant
Offer to shake hands, identify yourself when you meet someone
Treat adults as adults
Don’t interfere with a wheel chair or guide dog
Speak and listen carefully
2. Etiquette for the Disabled can make it easier to accommodate individual differences.
a. Wheelchair etiquette includes viewing the wheelchair as an extension of the person
using it; respect their personal space. Additional tips are found on pp. 409-410 of the
text.
b. Visual impairment etiquette varies depending on the impairment. That can range
from partial sight to complete blindness. Offer assistance if you think it might be
helpful to the person. Additional tips are found on p. 410 of the text.
c. Hearing loss etiquette should be practiced regularly; hearing loss is very common
today. Be observant and accommodate as necessary. Additional tips are found on
pp. 410-411 of the text.
d. Developmental disability etiquette requires patience and understanding in the work
place; the same standards should be set for everyone. Additional tips are found on p.
411 of the text.

F. International Etiquette
With the extent of global business, it is important to be aware of international etiquette before
embarking on such a situation. Research may be required to be sure everyone is behaving in a
way that doesn’t offend anyone.
1. Eliminate Stereotypes, they are generalizations that may not be true. Research cultures
to learn about them before the meeting.
2. Greeting Business Associates with an acceptable gesture is important; research will
help you make a good choice between a handshake, bow, or eye contact.
3. Building Relationships before conducting business is especially important when working
with associates from outside the U.S.
4. Language may be a barrier, but it can be overcome by paying special attention to the
words that are used. Also, watch use of nonverbal cues and gestures.
5. Attention to Time takes on new meaning in different cultures; be understanding of
cultural differences so as not to offend anyone.
6. Personal Space varies from culture to culture; touch is also viewed differently. Be careful
to respect everyone’s personal space.
7. Working Schedules and break times will vary. The number of hours worked in a day and
the start/end times will depend on the culture.

8. Holidays that are celebrated will vary from country to country; some places close for
vacation time (referred to as “holiday”).
9. Food Customs vary in a lot of ways. Main meal time varies and foods of choice will vary.
a. Differences in foods will change from country to country (or region to region). It is
very important to choose food items that everyone will enjoy.

b. Rules of etiquette should be considered when you are served unfamiliar foods.
Don’t ask about a food, taste it
Politely refuse what you don’t want
Don’t offend the host
c. Religious beliefs may impact foods that are acceptable; be aware and avoid food that
would offend them.

Emphasize that the key to proper etiquette when working with people from other countries is
research. With the vast amount of information available on the Internet, that shouldn’t be too
difficult. A little bit of work prior to a meeting can make the difference in the outcome for your
organization.

Additional Resources for Students
Recommended readings (no texts should be more than two years old):

Boone, Louis E. and David L. Kurtz. Contemporary Business Communication. Prentice-
Hall, Inc.
Bovee, Courtland L. and John V. Thill. Business Communication Today. McGraw-Hill, Inc.
Calkins-Fulton, Patsy J. and Joanna D. Hanks. Office Technology and Procedures.
South-Western Publishing Co.
Certo, Samuel. Supervision Concepts and Skill Building. Irwin/McGraw Hill.
Himstreet, William C. and Wayne M. Baty. Business Communication. Kent Publishing Co.
Keeling, B. Lewis and Norman F. Kallaus. Administrative Office Management. South-
Western Publishing Co.
Lesikar, Raymond V. Basic Business Communication.
Ober, Scott. Contemporary Business Communication.
Oliverio and Pasewark. The Office: Procedures and Technology. South-Western
Publishing Co.
Quible, Zane K. Administrative Office Management – An Introduction. Prentice-Hall, Inc.
Tilton, R., J. Jackson, and S. Rigby. The Electronic Office: Procedures and
Administration. South-Western Publishing Co.
Wolf, P. and S. Kuiper. Effective Communication in Business.

Current issues of periodicals or business publications are also an excellent resource. Some of
the following periodicals have an accompanying Web site.

Current Periodical Web Address

Gregg Reference Manual

IAAP Complete Office
http://www.iaap-hq.org/products/handbook.htm
Handbook
Modern Office Technology
OfficePro http://www.iaap-hq.org/officepro/toc.htm

The Office
http://www.executiveplanet.com
Web sites for international http://www.geocities.com
information http://www.odci.gov/cia//
http://www.webofculture.com

Chapter 12: Business Etiquette
Overview
Mastering business etiquette is critical for success in today’s work environment. This chapter
covers a variety of aspects of business etiquette that are important in multiple work situations.
Many of the items may seem to be common courtesy and politeness, but that just means that
you are practicing good etiquette already.

Lecture Notes
A. Conducting Business
A professional image begins with professionalism, which includes the way one dresses and
deals with others.
1. Business Attire is the way you dress for business. Some companies have specific
policies, while others are more general.
e. Personal appearance should be neat, clean, and professional.
f. Conservative business attire means the men wear suits and ties and women wear
suits or dresses.
g. Casual business attire does not mean jeans and sneakers; it may include slacks and
a sweater or other type of top.
h. Use of jewelry may interfere with your appearance on the job if it is obtrusive in any
way, but wearing conservative jewelry will meet approval.
2. Introductions and Greetings are important to make people feel comfortable in your
organization.

c. Making introductions can be intimidating. Introduce yourself by standing up, smiling,
moving toward the person, and extending your right hand for a handshake. A couple
of tips include: a lesser-ranked individual should introduce a higher-ranked person;
use courtesy titles in introductions; ask politely how to pronounce difficult names.
d. A greeting often includes a handshake; it is an acceptable physical greeting and
should be firm, but not overpowering. Look at the name tag as you shake hands.
3. Business Language is often English; be patient when it is not a person’s everyday
language. Do not speak too fast or loudly, and avoid slang or jargon.
4. Business Networking requires that you circulate among people and introduce yourself. It
is an opportunity to learn about each person you meet; you may make some long-lasting
business relationships.
5. Business Cards provide contact information about you. They should be attached to
reports/documents or gifts sent to a business associate.
c. Present business cards at the end of a conversation or introduction; be courteous
and tactful. Review the tips listed on p. 396 of the text.
d. When receiving a business card, look at it and then the person to make a connection
between the name and face later.

B. Workplace Etiquette
1. Greeting Co-workers in passing is courteous; it is rude not to greet others when you
enter an office. It is important to use acceptable terms and speak in terms acceptable to the
company culture.
2. Sharing Recognition with others on a team project is important; you shouldn’t ever take
credit for work done by others.
3. Respecting Personal Space
d. As a guest, respect the other person’s privacy. As you enter the office, don’t take
over their desk area with your belongings. To respect the other person’s time, make
an appointment and be punctual.
e. As a host, greet the visitor and make him or her feel welcome. If you are busy when
the visitor arrives, have someone else escort the person to the meeting place. Escort
a visitor out of the office when the meeting is over.
f. As a co-worker, show respect and courtesy, use “please” and “thank you.” Respect
the effort and concentration of others; do not interrupt them or enter an office with the
door closed. Keep your work area neat.
4. Communication Etiquette is important because of the enormous amount of each work
day that is spent communicating (verbally or in writing).
d. Telephone etiquette should demonstrate courtesy; it is obvious to the person on the
other end of the phone. Review the tips presented on p. 399 of the text.
e. Electronic communication should be used effectively; modes of communication
include cellular phones, e-mail, and fax. Specific tips for each type can be found in
the text on pp. 400-402.
f. Business meetings allow you to make a positive impression; watch what is said and
the nonverbal communication as well. Review the tips offered on p. 403 of the text.

C. Business Dining and Entertaining Etiquette
1. Meal Functions can take place at any time during the day.
f. Breakfast is for urgent meetings, reviewing an event, or convenience of the
participants; it usually lasts between 45 minutes and 1 hour.
g. Lunch meetings can last up to 2 hours. They are used to entertain clients or establish
contacts. Be cautious with alcohol; some companies forbid consumption during work
hours. Usually, the meeting begins once an appetizer is served.
h. Afternoon tea is a new “power” meal used to get better acquainted with someone. It
can be considered a healthy alternative to cocktail hour.
i. Business dinners develop and solidify existing relationships. Allow 2 hours for the
meeting, which may begin before the second drink arrives. Dinner should not be the
first meeting with a client, unless he or she is from out of town.
j. Business brunch might be for out-of-town contacts.
2. Paying the Bill should be the responsibility of the organization that benefits from the
business association – if you invite the client, you pay.
d. Arranging payment with the manager ahead of time assures that a bill is not brought
to the table.
e. Extending an invitation means that you should pay; emphasize the company is
paying if it appears awkward (a female hosting a male client).
f. Receiving an invitation to a private club is a sign that you shouldn’t pay; reciprocate
with an invitation at a later time.
3. Tipping Practices are based on good service.
c. An acceptable gratuity for good service in the U.S. is about a 15% tip.
d. Added service charge may be required for larger groups at some restaurants.
4. Dining Etiquette says that you should arrive promptly at the invited time; a few minutes
late is acceptable if there is a cocktail period.
c. Place settings are complete; work toward the plate with the silverware. It might be
helpful to draw a diagram of a place setting or bring in utensils to demonstrate.
d. Eating the meal should begin when two people to your left and right have been
served. Pass to the right, offer items to your immediate left. Some foods are “finger
foods.” Review the list on p. 406, understand that the list may vary depending on
culture. The best rule of thumb is to follow the example set by the host.

D. Giving and Receiving Gifts
This is an important part of doing business within the U.S. and internationally. It is very
important that you research what is acceptable in other cultures before offering gifts.
1. Giving Gifts is considered a thoughtful gesture.
c. Appropriate gifts include holidays, after a transaction has taken place, visiting an
associate’s home, lunch or dinner out. Present them at appropriate times. Gifts are
usually opened immediately and shown to those that are there.

d. Inappropriate gifts include questionable items for children (safety, ethics) and
personal items (cologne, perfume, lingerie).
2. Receiving Gifts should be done gracefully. Be sure to acknowledge gifts you receive with
a thank-you note.

E. Disability Etiquette
The Americans with Disabilities Act requires employees to make appropriate accommodations
for disabled personnel, but there are other issues that fellow employees should be aware of.
1. Practical Tips for Working with Disabled relate to showing respect and behaving in a
natural way. Some tips include (others are on p. 409):
Wait for acceptance when offering assistance
Speak directly to the person, not to an assistant
Offer to shake hands, identify yourself when you meet someone
Treat adults as adults
Don’t interfere with a wheel chair or guide dog
Speak and listen carefully
2. Etiquette for the Disabled can make it easier to accommodate individual differences.
e. Wheelchair etiquette includes viewing the wheelchair as an extension of the person
using it; respect their personal space. Additional tips are found on pp. 409-410 of the
text.
f. Visual impairment etiquette varies depending on the impairment. That can range
from partial sight to complete blindness. Offer assistance if you think it might be
helpful to the person. Additional tips are found on p. 410 of the text.
g. Hearing loss etiquette should be practiced regularly; hearing loss is very common
today. Be observant and accommodate as necessary. Additional tips are found on
pp. 410-411 of the text.
h. Developmental disability etiquette requires patience and understanding in the work
place; the same standards should be set for everyone. Additional tips are found on p.
411 of the text.

F. International Etiquette
With the extent of global business, it is important to be aware of international etiquette before
embarking on such a situation. Research may be required to be sure everyone is behaving in a
way that doesn’t offend anyone.
1. Eliminate Stereotypes, they are generalizations that may not be true. Research cultures
to learn about them before the meeting.
2. Greeting Business Associates with an acceptable gesture is important; research will
help you make a good choice between a handshake, bow, or eye contact.
3. Building Relationships before conducting business is especially important when working
with associates from outside the U.S.
4. Language may be a barrier, but it can be overcome by paying special attention to the
words that are used. Also, watch use of nonverbal cues and gestures.

5. Attention to Time takes on new meaning in different cultures; be understanding of
cultural differences so as not to offend anyone.
6. Personal Space varies from culture to culture; touch is also viewed differently. Be careful
to respect everyone’s personal space.
7. Working Schedules and break times will vary. The number of hours worked in a day and
the start/end times will depend on the culture.
8. Holidays that are celebrated will vary from country to country; some places close for
vacation time (referred to as “holiday”).
9. Food Customs vary in a lot of ways. Main meal time varies and foods of choice will vary.
d. Differences in foods will change from country to country (or region to region). It is
very important to choose food items that everyone will enjoy.

e. Rules of etiquette should be considered when you are served unfamiliar foods.
Don’t ask about a food, taste it
Politely refuse what you don’t want
Don’t offend the host
f. Religious beliefs may impact foods that are acceptable; be aware and avoid food that
would offend them.

Emphasize that the key to proper etiquette when working with people from other countries is
research. With the vast amount of information available on the Internet, that shouldn’t be too
difficult. A little bit of work prior to a meeting can make the difference in the outcome for your
organization.

Additional Resources for Students
Recommended readings (no texts should be more than two years old):

Boone, Louis E. and David L. Kurtz. Contemporary Business Communication. Prentice-
Hall, Inc.
Bovee, Courtland L. and John V. Thill. Business Communication Today. McGraw-Hill, Inc.
Calkins-Fulton, Patsy J. and Joanna D. Hanks. Office Technology and Procedures.
South-Western Publishing Co.
Certo, Samuel. Supervision Concepts and Skill Building. Irwin/McGraw Hill.
Himstreet, William C. and Wayne M. Baty. Business Communication. Kent Publishing Co.
Keeling, B. Lewis and Norman F. Kallaus. Administrative Office Management. South-
Western Publishing Co.
Lesikar, Raymond V. Basic Business Communication.
Ober, Scott. Contemporary Business Communication.
Oliverio and Pasewark. The Office: Procedures and Technology. South-Western
Publishing Co.

Quible, Zane K. Administrative Office Management – An Introduction. Prentice-Hall, Inc.
Tilton, R., J. Jackson, and S. Rigby. The Electronic Office: Procedures and
Administration. South-Western Publishing Co.
Wolf, P. and S. Kuiper. Effective Communication in Business.

Current issues of periodicals or business publications are also an excellent resource. Some of
the following periodicals have an accompanying Web site.

Current Periodical Web Address

Gregg Reference Manual

IAAP Complete Office
http://www.iaap-hq.org/products/handbook.htm
Handbook
Modern Office Technology
OfficePro http://www.iaap-hq.org/officepro/toc.htm

The Office
http://www.executiveplanet.com
Web sites for international http://www.geocities.com
information http://www.odci.gov/cia//
http://www.webofculture.com

PPT - Business Etiquette

Business etiquette is in essence about building relationships with people. In the business world, it
is people that influence your success or failure. Etiquette, and in particular business etiquette, is
simply a means of maximising your business potential.

If you feel comfortable around someone and vice versa, better communication and mutual trust
will develop. This comfort zone is realised through presenting yourself effectively. Business
etiquette helps you achieve this, and eNotesMBA is here to help you develop proper Business
Etiquette.

PPT - Business Etiquette

Download
View more PowerPoint eNotesMBA

Business Etiquette - Presentation Transcript

1. Business Etiquette eNotesMba The Best References for MBA

2. The Agenda Career Preparation Handshakes Meeting and greeting Etiquette Interviewing
Etiquette Mobile/Telephone Etiquette Office Etiquette

3. Career Preparation Why Prepare?It’s a jungle out there….. Competition is strong, and the way
we present ourselves is under closer examination more than ever before.

4. Difference Between College and Business College Business• Individual • Teamwork• Tests •
Relationships• Quantified • Subjective• Customer • Employee• Objective • Judgments• Written •
Verbal• Senior • Trainee

5. Types of Handshakes

6. The Pull-In

7. The Two-Handed Shake

8. The Topper

9. The Finger Squeeze

10. The Bone Crusher

11. The Palm Pinch

12. The Limp Fish

13. The Proper Handshake • Firm, but not bone-crushing • Lasts about 3 seconds • May be
"pumped" once or twice from the elbow • Is released after the shake, even if the introduction
continues • Includes good eye contact with the other person

14. Introductions in Business I look upon every day to be lost, in which I do not make a new
acquaintance~ Samuel Johnson• Introducing yourself• Introducing others• Responding to
introductions• What to do when you can’t remember names• Secret to remembering names

15. Meeting and Greeting• Who introduces who? – Introduce the person with lesser authority to
the person with higher authority, regardless of gender – Highest person of rank is mentioned
first. Remember: “Big, may I introduce Small.” – A younger person is always introduced to an
older person – It is helpful to include the persons title

16. Tricks for remembering names• Repeat the person’s name a few times to yourself after
you’re introduced.• Use the person’s name immediately in the conversation after an

introduction.• Immediately introduce that new person to someone else you know.• Jot down the
person’s name

17. Exchanging Business Cards• Carrying your card and be a giver of cards• Distinguished
business card with updated information.• Neat and clean card ready for distribution in a card
holder.• Presenting your card• Compliment while receiving a card• Set goals for distribution

18. Art of grooming• Clothing and accessories suitable for different occasions-footwear ,
makeup, hair care, skin care.• Colour palette• Personal hygiene• Dress for the occasion and the
time of the day• Finesse in grooming

19. What should I wear? I Don’t Think So !!

20. Clothing Tips for Men• Conservative 2-piece dark suit, navy blue or medium to dark gray.•
Long sleeved blue or white shirt.• Tie complimenting in color or style• Socks one shade lighter
than trousers• Dark polished shoes and matching belt• Jewelry – No bracelets, earrings or large
rings.

21. Dress for Success

22. Clothing Tips for Women• Cotton Saree/ Dark conservative suit.• White or light colored long
sleeved blouse that is not low cut..• Black well polished shoes with 1 to 1½ inch heels.• Limited
conservative jewelry.• Hair neatly tied and off the face.• Simple business makeup.

23. Dress for Success

24. Body Language Do’s Don’ts Make frequent eye contact Slouch Smile Cross you arms Take
notes Smile Tap your feet Nod frequently Clear your throat Smile repeatedly Keep you hands out
of your Bite your lips or nails pocket

25. Office Etiquette• Be polite and courteous to colleagues.• Handle the furniture with care.•
When offered tea and coffee thank the person and throw the disposable cups in the dustbin.•
Take an appointment if you want to meet a senior.• Always allow your boss to complete his
conversation if he is over the phone• Always carry important papers in a folder.

26. Don’ts• Don’t hang around the corridor• Don’t smoke in the office premises.• Don’t gossip
and criticise people.• Don’t giggle or talk loudly• Don’t spread litter around.• Don’t barge into a
meeting lunch or dinner if you are not invited.• Don’t use stationery for personal use

27. Email Etiquette• Be concise and to the point• Use proper spelling, grammar and punctuation•
Make it personal• Use templates for frequently used responses• Answer swiftly.• Do not attach
unnecessary files• Use proper structure and layout.• Do not overuse the high priority option.

28. …..Cont• Do not write in capital letter• Do not leave out the message thread.• Read and
compile before you send it.• Do not overuse reply to all• Proper use of Cc, BCC• Take care with

abbreviations and emoticons.• Don’t reply to spam• Do not forward chain letters• Do not use
email to discuss confidential information.

29. Interviewing Etiquette

30. The Perfect Candidate• A complete application• Personal appearance• Answering questions
completely• Consistent work attendance• Positive attitude and behavior• Good interpersonal
relations• Completing tasks efficiently

31. Pre-Interviewing Courtesies• Acknowledge your acceptance.• Do your homework on the
company.• Prepare your questions.• Make sure you know how to get to the interview location•
Coordinate your wardrobe and portfolio.• Look your best.• Be 10 minutes early.

32. The Interview• The Application• The Greetings – the handshake, the names• The Chit –
Chat• The Core – the interviewing questions• The Questions - Have your questions ready!• The
Close – What happens next?

33. Post Interview• Ask for their Business Card.• Write down important discussion points.• Write
a thank you letter.• Follow up with a phone call.

34. Mobile etiquette• Use of silent/vibrate mode.• Do not use mobile while driving• Volume and
pitch and tone while using• Avoid jazzy ring tones while at work.• Maintain privacy while
talking• Switch off when asked for.• Avoid multitasking

35. Dining with Style and Grace

36. Knowing table etiquette will put you at ease.

37. Your Basic Place Setting

38. Where do I start?

39. Good Luck!Any Questions?

Business etiquette in india

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