SUBMITTED TO :
MS. SHILPA THAPAR
AMANDEEP KAUR MAHAL
What is Etiquette?
Difference between social
and business etiquette
Business Etiquette and its
How to Introduce?
Certain Business Etiquette
Some Business Etiquette
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.
Difference between Social and
Marked by courtesy
Marked by hierarchy &
Gender plays a role
Gender has no role
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.
Certain Business Etiquette :Handshake Etiquette
Business Card Etiquette
Lunch/Dinning meeting 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.
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.
Make reservations and reconfirm day before.
Arrive 10 minutes early, look at table and meet
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.
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
When you leave the table,
place your napkin on your
Always have your pen and notebook.
Never bring up personal problems/issues in a
Avoid “you” talk.
In conference room hang back until power players
have taken seats.
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
attachment in the contents.
Take care with rich text and HTML messages.
Use active voice instead of passive voice.
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.
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
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.
Never enter someone’s cubical
without their permission.
Never read someone’s
computer screen or comment
Keep your hands off others
Avoid eating meal inside the
3 Distinct parts :
Small Talk Openers
I love your___.
Group“How do you Know each other?”
“Will you be travelling this summer?”
Casual acquaintancesGeneral Comments
“How has your year been?”
Small Talk Middle
QuestionsAsk, Listen, Elaborate with matching experience, Ask
Be more interested than interesting.
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.