2. What is Etiquette?
Etiquette is a code of behavior that delineates
expectations for social behavior according to
contemporary conventional norms within a society,
social class, or group.
Some of the common etiquettes are –
3. Impact Of Etiquettes In Today’s
Etiquette provides personal security. Knowing how to
behave appropriately in a given situation
makes you more comfortable.
It protects the feelings of others. Proper etiquette
requires that you make others comfortable and
protect their feelings. You do not point out their errors or
draw attention to their mistakes.
It makes communication clearer. Etiquette enhances
communication by breaking down barriers, not
4. It will enhance your status at work. In any working
situation, you are perceived as more capable,
more professional, and more intelligent if you are
familiar with the proper code of conduct for the
It makes good first impressions. The first five to
seven seconds after you meet someone are crucial.
Your first impression lingers in the other person's
mind long after you are gone. If you use proper
etiquette, that first impression will be a positive one.
5. Business Etiquettes
Business etiquette is an expected behaviors and
expectations for individual actions within
society, group, or class.
Within a place of business, it involves treating
co-workers and employer with respect and
courtesy in a way that creates a pleasant work
environment for everyone
7. Etiquette Basics
• Technical and job-related skills are a must, but
they are NOT sufficient when it comes to
progressing up the ladder.
• With the traditional paternalistic style of
leadership becoming passé, professional
managers expect their teams to be proactive
and communicate openly.
• "Soft skills are very important in business. It is
essential to be technically sound, but one should
also have the ability to convey the idea to the
masses in the simplest possible manner.
8. Etiquette Basics
(Creating a positive image)
• Exhibit a positive attitude and pleasant demeanor
• Use a firm handshake.
• Maintain good eye contact.
• Appropriate introductions – introduce someone by
their title and last name (Ms. Mrs. Mr. Dr. Swami),
unless otherwise specified.
• Rise when you are introducing someone or you are
• Nonverbal communication is important.
• Show common respect and consideration for others.
9. Professional Appearance
• Grooming is fundamental.
• Hair clean and styled appropriately.
• Clean nails, skin and teeth.
• Many professionals wear make-up
(depends on field).
• Check fragrance and clothing care.
10. Professional Appearance
-For women: skirted/pant suit, blouse or dress shirt,
sari, salwar-kameez, clean and well maintained dress
shoes (generally closed-toe shoe).
-For men: suit, dress shirt, tie (well maintained dress
Appropriate for women/men: Trench coat, umbrella.
11. Professional Appearance
• Business Casual Wardrobe
– For women: dress pants, shirt, blouse, sari well
maintained dress or casual shoe (no tennis shoes,
flip flops, etc.)
– For men: slacks/khaki pants, polo shirt, or other
collared dress shirt, well maintained dress or casual
shoes (no tennis shoes, flip flops, etc.)
12. Types of Business Etiquettes
13. Telephonic Etiquettes
Telephonic Etiquette refers to the principles of behavior
that one should use while having a business telephonic
calls. Some of the rules which should be followed while
chatting with colleagues on telephone are :
Identify yourself when making a call.
Address the caller by his name in a courteous manner.
Keep conversation brief.
Never be impatient.
Do not interrupt.
Do not eat or chew something while speaking on phone.
14. If you wish to put the caller on hold, request
his permission to do so.
Close your conversation with an appropriate
Let the caller hang up first .
In case of missed calls, return the call within a
reasonable period of time.
If someone calls you by mistake, inform the
caller politely that he reached a wrong number.
15. Telephonic Etiquettes
Managing Angry Callers :
Listen his problem or complaint carefully.
Do not interrupt him, let him finish the whole thing
Do not say, “you are wrong”.
Empathize with him.
You should be good in your area of work and
investigate about his complaint or problem
and solve it.
Tell him the process of solving the problem.
Do not mislead.
Call him back when you have the solution, this
feedback is important.
16. Dining Etiquettes
Dining Etiquette refers to the principles of behavior that
one should use while having a business meal with
colleagues. Some of the rules which should be followed
while dining with colleagues are :
Be on time.
Wait to sit until host/hostess indicated the seating
Stand on the right side of your chair and enter from
Put your napkin in your lap.
17. Decide on your menu selections quickly.
Never order the most expensive item.
Wait for all people to be served before
Know which silverware to use with which
Wait until everyone has been served before you
begin to eat.
Salt/Pepper pass together.
Generally pass food to the right.
18. Show a healthy respect for colleagues
experience and expertise.
Leave your personal life at the front door.
Inquire about the proper way to respond to co-
workers, supervisors, clients
(Business letter head, phone call etc.)
Office etiquette is a code that governs the
expectations of social behavior in a workplace
Some of the rules which should be utilized by
office employees to show proper etiquette are:
19. Be timely. Arrive to work and meetings on time. Complete
work assignments on time.
Make your supervisor look good. Promotion and
opportunities will arise when you help to reach the
Never go over the head supervisors, without telling
Appear as professional as possible. Being well groomed and
clean is essential.
Dress for your next job/promotion.
Adopt a can-do attitude. Those who accept challenges and
display creativity are valuable.
Be flexible. By remaining flexible and implementing change
you gain a reputation as a cooperative employee.
20. Meeting Etiquettes
Meeting Etiquette refers to the principles of behavior that
one should use while having a business meeting. Some
of the rules which should be followed while attending a
business meeting are :
Develop a comfortable handshake and keep it consistent.
Handshakes are vital in social situations.
Handshakes should not be too hard or too soft.
Make a solid connection of the web skin between the
thumb and forefinger.
The host or person with the most authority usually
initiates the handshake.
21. Eye contact increases trust.
It shows confidence and good interpersonal skills.
Eye contact shows respect for the person and
Proper introductions help to establish rapport.
Authority defines whose name is said first. Say the
name of the most important person first and
then the name of the person being introduced.
Netiquette is the correct or acceptable way of
using the internet. Main netiquettes that should
be followed in an organisation are :
23. E-mail Etiquettes
Email Etiquette refers to the principles
of behavior that one should use when
writing or answering email messages.
Some of the rules which should be
followed while writing a good business
emails are :
Be concise and to the point.
Use proper spelling, grammar &
Make it personal. Avoid using Bcc and Cc
24. Use templates for frequently used responses.
Use a meaningful subject.
Read the email before you send it.
Keep attachments to a Minimum and mention
your attachment in the content.
Take care with abbreviations and emotions.
Take care with rich text and HTML messages.
Use active voice instead of passive voice.
25. Chatting Etiquettes
Chatting Etiquette refers to the principles of behavior
that one should use while having an online chatting
with colleagues, clients or boss. Some of the rules
which should be followed while chatting online are :
Create an identity.
Availability status feature.
Think before you hit enter.
Font, Text, Color and Animation.
Language and tone.
Listen and pay attention.
Don't rush it.
A good business etiquette allows a business to put its best
foot forward and can protect business owners and
employees from internal and external conflicts by setting a
high standard for behavior by all.
Business etiquette is a set of standards for behavior in
which individuals treat everyone respectfully and display
good manners in all interactions.
Good business etiquette is the recipe for advancing your
Those who exemplify good business etiquette are proving
that they respect their position, job, co-workers and take
their performance seriously.