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  • 1. BusinessETIQUETTE BUSINESS Etiquette SUBMITTED TO : MS. SHILPA THAPAR SUBMITTED BY: KHUSHBOO SINGLA REEJA JOHN MEGHA JAGGI AMANDEEP KAUR MAHAL
  • 2. Contents What is Etiquette? Difference between social and business etiquette Business Etiquette and its advantages How to Introduce? ABC’s Image Certain Business Etiquette Small Talks Some Business Etiquette Postures
  • 3. What is Etiquette ? Good behavior which distinguishes human being from animals. The customary code of polite behavior in society or among members of a particular profession or group.
  • 4. Difference between Social and Business Etiquette Social Etiquette Business Etiquette Marked by courtesy Marked by hierarchy & power Gender plays a role Gender has no role
  • 5. Business Etiquette Business etiquette is remembering to be respectful to managers, co-workers, and internal customers.  It involves using self control, and carrying yourself in a manner that won't later embarrass you.
  • 6. Advantages Avoid Personal Involvement Customers Remember Kindness Creates Confidence Organizational Quality Business Growth Improved Workplace Relations Rapport
  • 7. How to Introduce?  Rise  Smile-it improves your face value.  Make eye contact.  A firm handshake.  Do say “How do you do?”
  • 8. ABC’s Image Appearance Behavior Communication
  • 9. Certain Business Etiquette :Handshake Etiquette Business Card Etiquette Lunch/Dinning meeting Etiquette Meeting Etiquette E-mail Etiquette Telephone Etiquette Cubical Etiquette
  • 10. Handshake Etiquette  Rise from a seated position to shake hands.  Extend your right hand to the person with whom you wish to shake hands.  Hold 3-4 second.  Maintain eye contact.
  • 11. Business Cards Always have a supply of cards. Ask someone’s card before offering your own. Take time to look at received card. Never turn down the received card.
  • 12. Lunch/Dinner meetings  Make reservations and reconfirm day before.  Arrive 10 minutes early, look at table and meet the server.  Greet the guest at entrance, guest gets best seats and seat yourself to their left.  Offer menu advice to guest, order easy-to-eat and limit drinks yourself.
  • 13. Eating Manners  Don’t eat mouth full.  Put your napkin on your lap.  Keep one hand on your lap.  Eat at a moderate speed.  Try to maintain some polite dinner conversation.  When you leave the table, place your napkin on your chair.
  • 14. Meeting Etiquette  Always have your pen and notebook.  Never bring up personal problems/issues in a professional situation.  Avoid “you” talk.  In conference room hang back until power players have taken seats.
  • 15. E-mail Etiquette  Use proper spelling, grammar & punctuation.  Avoid using Bcc and Ccc unnecessarily.  Use a meaningful subject.  Read the mail before you send it.  Keep attachment to the minimum and mention your attachment in the contents.  Take care with rich text and HTML messages.  Use active voice instead of passive voice.
  • 16. Use Smart Subject Lines If you can type your entire message in the subject line and don’t need to write anything in the body of the message. Type (EOM) at the end of subject line.
  • 17. Telephone Etiquette  Identify yourself when making call.  Address the caller by his name.  Keep conversation brief and never be impatient.  Listen carefully and don’t interrupt.  Do not chew anything while speaking on phone.  If you wish to put the caller on hold, request his permission to do so.  Close your conversation with an appropriate salutation.
  • 18. Managing Angry Calls  Listen his problems.  Don’t interrupt, let him finish first.  Do not say “You are wrong”.  You should be good at your work area and investigate about his complaint or problem and solve it.  Do not mislead  Call him back when you have the solution.
  • 19. Cubical Etiquette  Never enter someone’s cubical without their permission.  Never read someone’s computer screen or comment on it.  Keep your hands off others desk.  Avoid eating meal inside the cube.
  • 20. Small Talks 3 Distinct parts : Opener Middle Break Away
  • 21. Small Talk Openers  IndividualsComplient,weather,food,current event. I love your___.  Group“How do you Know each other?” “Will you be travelling this summer?”  Casual acquaintancesGeneral Comments “How has your year been?”
  • 22. Small Talk Middle Safe topicsSports,books,movies,art,travel. QuestionsAsk, Listen, Elaborate with matching experience, Ask again. Be more interested than interesting.
  • 23. Small Talk Break-Away  Stay no more than 10 minutes at one place.  Break-Away lines“I don’t want to monopolize you.” “I am going to circulate.” “I see someone, I must meet.”  Tell them you enjoyed speaking with them.
  • 24. Some Business Etiquette Postures
  • 25. Formal Dress