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Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
Grooming and business etiquette
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Grooming and business etiquette

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Grooming and good business etiquette is a must for every executive in today's global environment. This presentation helps in understanding finer aspects of grooming and etiquette

Grooming and good business etiquette is a must for every executive in today's global environment. This presentation helps in understanding finer aspects of grooming and etiquette

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  • 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.
  • Transcript

    • 1. Grooming and Business Etiquette A PRESENTATION By A B PRASAD 1 ©Copyright by AB. PRASAAD
    • 2. Who is a Doctor? 2 2 ©Copyright by AB. PRASAAD
    • 3. Who will You Hire as Security? 3 3 ©Copyright by AB. PRASAAD
    • 4. Who will Get Hired by a Bank ? 4 4 ©Copyright by AB. PRASAAD
    • 5. Contents 1. Introduction to Etiquette 2. Good Social Etiquette 3. Good Business Etiquette 4. Professional Attitude 5. Points to ponder 5 ©Copyright by AB. PRASAAD
    • 6. 1. Introduction to EtiquetteEtiquette is variously defined as•Politeness•Consideration•Thoughtfulness•Good manners & behaviourIt is treating others as you would like to be treatedwith consideration, thoughtfulness & courtesy.It is being polite and caringEtiquette is an unwritten rule synonymous with manners. 6 ©Copyright by AB. PRASAAD
    • 7. 1. Introduction to Etiquette“Keep off the grass”Word etiquette is believed to have its origin from the Frenchword “Une Euitte” which meant a ticket or a placard given tothe visitors in the court of King Louis the XIV. 7 ©Copyright by AB. PRASAAD
    • 8. 1. Introduction to EtiquetteIt contained the exhaustive list of rules of behaviour for everyaction and situation encountered in court. These detailed theclothes one would wear for a function or event, the mannerone should greet another,The way one should dance etc . 8 ©Copyright by AB. PRASAAD
    • 9. 1. Introduction to Etiquette The Purpose - People Should Be Properly Turned Out And Properly Behaved 9 ©Copyright by AB. PRASAAD
    • 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 10 ©Copyright by AB. PRASAAD
    • 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 11 ©Copyright by AB. PRASAAD
    • 12. 1. Introduction to EtiquetteINFOSYS’ CHIEF MENTOR MR. NARAYANA MURTHY SAYS THAT HISCHALLENGE IS TO ENSURE THAT HIS ASSETS (PEOPLE) RETURN TOWORK THE NEXT DAY WITH A SMILE ON THEIR FACE AND RARING TOGO. COURTESY AND CONSIDERATION GO A LONG WAY IN ENSURINGTHAT HAPPENS. 12 ©Copyright by AB. PRASAAD
    • 13. 1. Introduction to EtiquetteEtiquette is like clothes on a person•Etiquette is the business of beingPolite, professional and not Offendingothers with your lack of manners,your body language or your lack ofpersonal hygiene.•Being sensitive to other’s reactionand needs and preempting them,listening and speaking at appropriatetimes. 13 ©Copyright by AB. PRASAAD
    • 14. 1. Introduction to EtiquetteThere Are Two Kinds Of EtiquetteA. 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. 14 ©Copyright by AB. PRASAAD
    • 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 goodEtiquette is a style that never goes out of fashion or gets outdated. 15 ©Copyright by AB. PRASAAD
    • 16. 1. Introduction to Etiquette 2. Good Social Etiquette 3. Good Business Etiquette 4. Professional Attitude 5. Points to ponderEtiquette is a style that never goes out of fashion or gets outdated. 16 ©Copyright by AB. PRASAAD
    • 17. 2. Good Social EtiquetteHYGIENE  Cleanliness  Personal hygiene  Personal space hygiene  Tidiness  Personal tidiness  Personal space tidinessPersonal cleanliness and tidiness are the starting points for goodetiquette. 17 ©Copyright by AB. PRASAAD
    • 18. 2. Good Social Etiquette  No hard and fast rules – dressingATTIRE 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 phones55% of communication is based on what people see, 38% is based ontone of voice. 18 ©Copyright by AB. PRASAAD
    • 19. 2. Good Social EtiquettePOSTURE  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. 19 ©Copyright by AB. PRASAAD
    • 20. 2BODY LANGUAGE 20 ©Copyright by AB. PRASAAD
    • 21. 2. Good Social EtiquetteBODY 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. 21 ©Copyright by AB. PRASAAD
    • 22. 2. Good Social EtiquetteGESTURES contd.. 22 ©Copyright by AB. PRASAAD
    • 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. 23 ©Copyright by AB. PRASAAD
    • 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 notInteract to engage, relate and learn, and not to show your status, poweror prowess. 24 ©Copyright by AB. PRASAAD
    • 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 conciseConversations should be founded on dignity and respect. KISS inconversations – Keep It Short and Simple. 25 ©Copyright by AB. PRASAAD
    • 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 courteouslyTelephone manners are a reflection of your personality. 26 ©Copyright by AB. PRASAAD
    • 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 distractingCell phones and cell conversations are a give away of your nature andattitude. 27 ©Copyright by AB. PRASAAD
    • 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 hostBusiness lunches and dinners reinforce the process of engagement. 28 ©Copyright by AB. PRASAAD
    • 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 foodTable manners reflect the nature of upbringing. 29 ©Copyright by AB. PRASAAD
    • 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 giftingBusiness gifting is a recognition of a relationship. Social gifting is agesture of friendship and warmth. 30 ©Copyright by AB. PRASAAD
    • 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 betsGreetings, through cards or otherwise, reflect thoughtfulness. 31 ©Copyright by AB. PRASAAD
    • 32. 1. Introduction to Etiquette2. Good Social Etiquette3. Good Business Etiquette4. Professional Attitude5. Points to ponder 32 ©Copyright by AB. PRASAAD
    • 33. 3. Good Business EtiquetteBusiness Etiquette is the manner one should behaveIn a business environment and how one should interactWith people-be they Colleagues, Business Aquiantancesor Customers. It is ensuring that behaviour is appropriatefor 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. 33 33 ©Copyright by AB. PRASAAD
    • 34. 3. Good Business EtiquetteCREATING 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 34 ©Copyright by AB. PRASAAD
    • 35. 3. Good Business EtiquetteCREATING 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 35 ©Copyright by AB. PRASAAD
    • 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 36 ©Copyright by AB. PRASAAD
    • 37. 3. Good Business EtiquetteActivity: A Long Perception 37 ©Copyright by AB. PRASAAD
    • 38. 3. Good Business Etiquette THE FIRST IMPRESSIONVISUAL – HOW YOU LOOK ----------- 55%VOCAL – HOW YOU SOUND ---------- 38%VERBAL – WHAT YOU SAY ----------- 07%The first impression is made on non-verbalPerceptions of behaviour and appearance. 38 ©Copyright by AB. PRASAAD
    • 39. 3. Good Business Etiquette Apart from those that know youAs 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. 39 ©Copyright by AB. PRASAAD
    • 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. 40 ©Copyright by AB. PRASAAD
    • 41. 3. Good Business Etiquette BUSINESS WARDROBEFirst impression matters. You are judged very often even beforeyou speak. Conclusions on your ability, your competence andyour dependability is often based on your clothes.If you would like to give impression thatYou are-:•Professional•Competent•Sensible•Open•Approachable YOUR DRESS SHOULD BE1.Immaculate2.Well pressed3.Spotless 41 ©Copyright by AB. PRASAAD
    • 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 42 42 ©Copyright by AB. PRASAAD
    • 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 43 ©Copyright by AB. PRASAAD
    • 44. ATTIRE FOR MENconsists of: A two- or three- buttoned suit Collared shirt Tie Belt, shoes and socks Appropriate accessories 44 ©Copyright by AB. PRASAAD
    • 45. 45 ©Copyright by AB. PRASAAD
    • 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 46 ©Copyright by AB. PRASAAD
    • 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 47 47 ©Copyright by AB. PRASAAD
    • 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 48 48 ©Copyright by AB. PRASAAD
    • 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 49 49 ©Copyright by AB. PRASAAD
    • 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 50 ©Copyright by AB. PRASAAD
    • 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 51 ©Copyright by AB. PRASAAD
    • 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 53 ©Copyright by AB. PRASAAD
    • 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 54 ©Copyright by AB. PRASAAD
    • 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 55 55 ©Copyright by AB. PRASAAD
    • 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. 56 56 ©Copyright by AB. PRASAAD
    • 57. NO-NOS 57 ©Copyright by AB. PRASAAD
    • 58. Negative Behaviour: Showing boredom Physically tired Showing irritation Preferring being alone Avoiding others 58 ©Copyright by AB. PRASAAD
    • 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. 59 59 ©Copyright by AB. PRASAAD
    • 60. ‘Pleasure to meet you’ 60 ©Copyright by AB. PRASAAD
    • 61. 3. Good Business EtiquetteBUSINESS INTRODUCTIONS •Self introduction -usually 30 -40 •Introducing people to one another 61 ©Copyright by AB. PRASAAD
    • 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.” 62 ©Copyright by AB. PRASAAD
    • 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. 63 ©Copyright by AB. PRASAAD
    • 64. 3. Good Business Etiquette CUSTOMER ETIQUETTE CUSTOMERS ARE THE REASON FOR THE EXISTENCE OF BUSINESS 64 ©Copyright by AB. PRASAAD
    • 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 65 ©Copyright by AB. PRASAAD
    • 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 66 ©Copyright by AB. PRASAAD
    • 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 67 ©Copyright by AB. PRASAAD
    • 68. 3. Good Business Etiquette TELEPHONE ETIQUETTE 68 ©Copyright by AB. PRASAAD
    • 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 69 ©Copyright by AB. PRASAAD
    • 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 70 70 ©Copyright by AB. PRASAAD
    • 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. 71 ©Copyright by AB. PRASAAD
    • 72. 3 MEETINGS 72 ©Copyright by AB. PRASAAD
    • 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 73 73 ©Copyright by AB. PRASAAD
    • 74. 3. Good Business Etiquette ENTERTAINING-PLAYING HOSTYou 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 74 ©Copyright by AB. PRASAAD
    • 75. 3. Good Business EtiquetteENTERTAINING - 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 75 ©Copyright by AB. PRASAAD
    • 76. 3. Good Business Etiquette ENTERTAINING AT RESTAURANTSThe most important guest is usually seated at theHost’s right and the second-most to his left•Ask the preference of your guests and allowthem 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 gofrom one guest to another asking their pleasure•Till main course is served, business talk should not begin. Before youbegin business talk, talk on sports, city, weather or general matters• be decent to the waiters and manager 76 ©Copyright by AB. PRASAAD
    • 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 77 77 ©Copyright by AB. PRASAAD
    • 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 78 78 ©Copyright by AB. PRASAAD
    • 79. 3. Good Business EtiquetteTHE 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 79 79 ©Copyright by AB. PRASAAD
    • 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 80 ©Copyright by AB. PRASAAD
    • 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 81 ©Copyright by AB. PRASAAD
    • 82. 3. Good Business Etiquette WASH BASIN MANNERS1. While using a soap cake, wash it under running water before returning it to the soap tray2. If the tap has been touched with soapy hands, it is desirable to clean it before you leave3. Do not blow your nose in the basin4. 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 82 82 ©Copyright by AB. PRASAAD
    • 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. 83 83 ©Copyright by AB. PRASAAD
    • 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. 84 ©Copyright by AB. PRASAAD
    • 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. 85 ©Copyright by AB. PRASAAD
    • 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. 86 ©Copyright by AB. PRASAAD
    • 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. 87 ©Copyright by AB. PRASAAD
    • 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. 88 ©Copyright by AB. PRASAAD
    • 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. 89 ©Copyright by AB. PRASAAD
    • 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. 90 ©Copyright by AB. PRASAAD
    • 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. 91 ©Copyright by AB. PRASAAD
    • 92. 1. Introduction to Etiquette2. Good Social Etiquette3. Good Business Etiquette4. Professional Attitude5. Points to ponder 92 ©Copyright by AB. PRASAAD
    • 93. 4. Professional AttitudePROFESSIONAL ATTITUDE-PARAMETERS • Diligence • Attentiveness • Motivation • Perseverance • Time management • Good planning • Ethical • Confident 93 ©Copyright by AB. PRASAAD
    • 94. on to Etiquetteal Etiquetteness Etiquette Professional Attitude Points to ponder 94 ©Copyright by AB. PRASAAD
    • 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. 95 ©Copyright by AB. PRASAAD
    • 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 ModestyEtiquette is to be aware of others, their needs and wants and totreat them the way we would like to be treated. 96 ©Copyright by AB. PRASAAD
    • 97. Thank You A B PRASAD 97 ©Copyright by AB. PRASAAD

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