Business etiquette establishing rapportPresentation Transcript
4th February, 2014
Etiquette is an unwritten rule
synonymous with manners
Etiquette is variously defined as
– Good manners & behavior
It is treating others as you would like to be treated with
consideration, thoughtfulness & courtesy.
You only have ONE
opportunity to make a
good first impression
When meeting someone, shake their hand
firmly, look directly into their eyes, and say their
name in your mind three times.
Words only account for 7% of an initial
Vocal quality accounts for another 38%.
The rest of 55% of any first impression is
based on non-verbal perceptions of
appearance and behavior.
To gain and increase
respect, first establish your
presence in a room, then
Construct an introduction that is
interesting and catchy, yet still
Think of it as a one or two
sound bite commercial
A sound bite, the length of time available
in television to engage viewers' attention
before they tune out, has decreased to 7
seconds currently because we are all so
overexposed to visual and oral stimuli.
Those few seconds you "shake" can
empower or weaken a relationship
Ingredients of a Good Handshake
Hold the person's hand firmly.
Shake web-to-web, three times maximum.
Maintain constant eye contact.
Radiate positive aura.
Make it and keep it!
When to look
Begin as soon as you engage
someone in a conversation.
Where to look
Imagine an inverted triangle in your face with the base of it just
above your eyes. The other two sides descend from it and come to a
point between your nose and your lips. That's the suggested area to
"look at" during business conversations.
How long to look
It is suggested about 80 - 90 percent of the time.
The most important point
about introductions is to
Failing to do so causes embarrassment and
• In business, introductions are based on power and
• Gender plays no role in business etiquette; nor does
it affect the order of introductions.
• Introduce someone from your firm to a client or
• Introduce a junior executive to a senior executive.
• As you say each of the individuals' names, look at
him or her.
• The way you respond to someone else's
introduction is just as important as making the
• Always stand for introductions and offer your hand.
• Confess and express sincerity and warmth.
Say: „I am so sorry. I have completely
blanked on your name.”
• Ask the person to please repeat his or her
• Ask the person how he or she prefers to be
• Try „The set up”. Send a set up person
tover to introduce himself and then report
back to you.
• Never leave your home or office without your cards
and plenty of them.
• Keep your cards in a quality business card case that
protects them from wear and tear.
• Invest in quality business cards.
• Know where your business cards are at all times.
• Hand them out with discretion. Never assume
someone wants your card, ask first!
• Never ask a senior executive for his or her card ; many
will exchange cards with others of similar rank.
• Give and receive cards with your right hand–the hand
• Give the card so the person who is receiving it can
read it without having to turn it around.
• Always make a comment about a card when you
• Keep your business cards up to date.
• Don't write notes to yourself on someone else's
business card during the exchange unless they appear
After introduction, you’ll need a small talk
Small talk topics should be
light and unemotional
Small talk makes people comfortable before
business or a serious conversation begins
Good small talk is like the tennis game.
Someone receives the ball, answers a question, and
then hits the ball, asks a question.
The goal is to keep the conversation alive.
Conversational skills can be acquired if we are willing to
do some preparation:
• Look the person up on LinkedIn to find out about his or
her interests and achievements
• Arm yourself for conversation: you need topics and
materials to discuss so keep yoursel up-to-date on
• Use „safe” topics
• The weather: it affects us all
• A good book: this is a sign of an intelligent, aware,
curious individual which will reflect well on you.
• Transportation: We all have direct experience.
• Your surroundings: This can be anything from the
actual room or to the city itself.
Do not ask about:
•details about a divorce or an affair
•someone's weight, height, shoe size, age or
•harmful gossip; and
•telling racial, ethnic, and sexually oriented
• First, observe. Your small talk will be more
effective if you take the time to look for the best
• Stay safe.
• Ask open-ended questions.
• Make strong eye-contact, the key indicater of your
interest and respect.
• Be aware of your body language revealing how
you really feel.