Business Management

1. BUSINESS ETIQUETTE
STATE BANK OF INDIA
STAFF TRAINING CENTRE
BHOPAL

2. What do you think
ETIQUETTE is ?

3. ETIQUETTE IS VARIOUSLY
DEFINED AS
• POLITENESS
• CONSIDERATION
• THOUGHTFULNESS
• GOOD MANNERS & BEHAVIOUR

4. ETIQUETTE
IT IS TREATING OTHERS AS WE WOULD LIKE
TO BE TREATED
WHAT WE SHOULD DO IN DIFFERENT
SITUATIONS AND WITH DIFFERENT PEOPLE
FOLLOW THE SOCIAL RULES
ONE SHOULD ACT CORRECTLY AND
THOUGHTFULLY IN DEALING WITH OTHERS
WITHOUT COMPROMISING TRADITIONAL
COURTSEY AND RESPECT

5. ETIQUETTE IS SO IMPORTANT
THAT THE FIRST KNOWN BOOK ON
ETIQUETTE WAS WRITTEN BY
PTAH-HOTEP (TA-OTE), AN
EGYPTIAN PRIEST, IN 2400 B.C.
MANNERS MAKETH MAN:
IT WAS TRUE THEN ;IT IS TRUE EVEN NOW

6. THE WORD ETIQUETTE IS
BELIEVED TO HAVE ITS ORIGIN
FROM THE FRENCH WORD
“ESTIQUET” WHICH MEANT A
TICKET OR A PLACARD GIVEN
TO THE VISITORS IN THE
COURT OF KING LOUIS THE XIV
OF FRANCE

7. THE PURPOSE
“There are only four
ways by which we are
evaluated : what we do
how we look, what we
say and how we say it”
– Dale Carnigie.

8. BUSINESS ETIQUETTE
ORGANIZATIONS AND COMPANIES ARE
KNOWN BY THE MANNER ITS EXECUTIVES
CONDUCT THEMSELVES.
PROFESSIONALISM AND POISE AFFECTS
BOTH BUSINESS AND PERSONAL
RELATIONSHIPS
A POSITIVE IMAGE OF THE COMPANY IS
PORTRAYED IF ITS EXECUTIVES ARE :
 POLITE
 THOUGHTFUL
 COURTEOUS

9. IT IS BEING INCREASINGLY ACCEPTED BY
CORPORATES THAT THEIR PEOPLE ARE THEIR
BIGGEST ASSETS AND IT IS POSSIBLE TO BEAT
THE COMPETITION ONLY WITH COMPETENT
PEOPLE
FROM THIS COMES THE IMPORTANCE OF
ETIQUETTE
MANAGEMENT NOW VALUE MANNERS IN THE
WORK PLACE AS NEVER BEFORE. MORE & MORE
FIRMS ARE ORGANISING INHOUSE TRAINING IN
ETIQUETTE FOR THEIR EMPLOYEES

10. THE FIRST CONTACT
Shake hand or say Namaste
Proper hand shake -
who should extend the hand first
Standup while shaking hands
Firm but painless
With eye-contact
Starts and stops crisplie
Namaste –
Dignified, unique and elegant specially with a woman or a
senior gentleman

11. INTRODUCTION
•Self introduction
•Introducing people to one another
Order
Full name
Titles
Say something pleasant
•Greeting
With smile makes introduction more
acceptable and friendly

12. The name
People appreciate if you remember their
names
But it should not be mis-spelled /
pronounced
Avoid nick names
Ask them for their business card
If you don’t remember a name, ask him
politely

13. Personal space
All of us require and carry with us,
a portable territory called personal
space
If people move inside this space,
we feel threatened
So, respect everybody’s space

14. Eye contact
Eye is the mirror of our soul
So, eye contact is necessary to
build up trust
Do it when interacting with people
Otherwise, it indicates disinterest,
insincerity and concealment

15. Smile
Wear a smile. It is the best make-up
and costs nothing
Smile. it will increase your face value
Smile is a curve that can straighten
many things
If you find someone without a smile,
give him one of yours

16. Warm gestures
Leaning towards people while speaking
Facial expression shows emotions and
attitudes
Tilting your head while listening
Head nodding while listening
Facing people directly

17. Indifferent gestures
Yawning
Looking at watch
One or both hands supporting head
Leaning forward with both hands
gripping knees or chair handles

18. VISITING CARD
Always carry some with you

19. CONVERSATION
90% of the friction daily life is caused by the wrong
tone of voice
Whenever you converse, remember that you are
projecting an image
Be brief don’t speak in louder tone
Play safe draw a line to yourself
Avoid gossip, criticising others, politics, religion etc.
which can create controversy
Don’t interrupt other speakers

20. Language
Always converse in a common
language. Switching to another
language that some do not under-
stand, tantamounts to excluding
them from the conversation. It
reflects rudeness and insensitivity
Never assume that others do not
know your language

21. LISTENING
Maintain eye contact
Face the speaker
Ask questions
Should not finish another sentence
Be brief on phone with friends/relatives in between

22. COMPLIMENTING
Complement the people, but sincere
Receive complement and give acknowledgement but
don’t return it

23. CUSTOMER ETIQUETTE
•Call on him with prior appointment
•Do a little homework
•Be punctual – if late inform and apologise
•Present visiting card – leave it if customer is not
available
•Have a proper agenda
•Carry a pad & pen
•Try to contribute not show off
•Leave promptly should not waste time
•Thanking a person
•Send greeting cards
•Never accept any favour from them

24. WOMAN CUSTOMER
•Address them properly
•Hand shake only when she takes the first initiative
•Don’t ask questions of a personal nature
•Don’t make personal comments
•Don’t stare at a woman or touch her

25. HANDLING AN IRATE CUSTOMER
•Listen without interrupting him
•Accept responsibility
•Apologise
•Take him to a quiet place
•Avoid taking any insult personally
•Review the complaint periodically

26. THE FIRST IMPRESSION
VISUAL HOW YOU LOOK 55%
VOCAL HOW YOU SOUND 38%
VERBAL WHAT YOU SAY 07%
THE FIRST IMPRESSION IS FORMED WITHIN
THE FIRST FEW SECONDS AND IS NOT
CHANGED EASILY

27. APART FROM THOSE WHO ARE CLOSE TO YOU
AND KNOW YOU AS A PERSON, YOU ARE ONLY
AN
IMAGE
YOUR IMAGE IS THE PERCEPTION OTHERS
HAVE OF YOU. AND YOU CAN CONTROL YOUR
IMAGE AND THE WAY YOU ARE PERCEIVED
IMAGES ARE MADE UP OF HUNDREDS OF
SMALL THINGS WHICH PEOPLE OBSERVE
LET US TALK ABOUT THESE SMALL THINGS

28. GROOMING
GOOD GROOMING IS ALL ABOUT HOW
YOU LOOK AND PRESENT YOURSELF. A
CLEAN, NEAT APPEARANCE INSPIRES
CONFIDENCE.
PEOPLE ARE OFTEN JUDGED BY THEIR
APPERANCE
PHYSICAL ATTRACTIVENESS DOES PLAY
A ROLE IN ASSESSMENT OF PEOPLE

29. Body odour
It is a severe handicap in many
executives
Arrive in office/meeting freshly
bathed & shaved
Good deodorant is recommended

30. Teeth & Bad breath
Teeth should be well cared for
It is very embarrassing when we
have to work in close proximity of
others
How to control bad breath?

31. Hair & Nails
Hair should be clean, combed and
cut
Ensure there are no dandruffs
Hands should always look clean
Nails are to be clean, cut and
smooth

32. Wardrobe
General rule of dress code –
IN INDIA some what conservative
Clothes should be :
• Conforming to the occasion / climate
• Cleaned and Well pressed
• Matching
• Casuals
• Tie
• Colors

33. Wardrobe (contd.)
Socks to match with trousers / shoes
and clean also
Clean and well polished Shoes
Jewellery
Briefcase – should be leather, clean and
polished

34. Manners
If you have to cough, sneeze or
yawn, cover your mouth
Do not belch in a public place
Do not smoke if you don’t see an
ashtray
Don’t reprimand a subordinate in
public

35. Manners
Use ‘THANK YOU’s liberally. You
will make many friends that way
Don’t boast
Don’t violate trust
Don’t speak ill about others
Be punctual

36. ENTERTAINING THE CUSTOMER
You should arrive before your guests to greet
them
The most important guest is usually seated at
the host’s right and the second-most to his
left
Ask the preference of your guests and allow
them to select from the menu
Otherwise take the help of the steward

37. TABLE MANNERS
• Unfold the napkin and place it on
your lap as soon as you sit down
• Start with the outermost cutlery and
work inwards
• Normally fork is held with left hand
and knife/spoon with right hand
• Otherwise, you can use only the fork
in your right hand
• You can use your hands for eating
Indian food

38. TABLE MANNERS (contd.)
• Never eat anything from knife
• Don’t mix all food at one go
• Never eat more than a mouthful
• Eat with your mouth closed
• Drink in sips not gulps
• Don’t speak with your mouth full
• Cutlery, once picked up, should not be kept at
the table again
• If you pause while eating, cutlery should be
kept on the plate in the shape of a ^. This
indicates you have not finished

39. TABLE MANNERS (contd.)
• After you have finished, keep them
parallely in a 6’O clock position and leave
the napkin in a heap on the left side
• Tilt the soup bowl away from you. After
you are finished, leave the spoon on the
soup plate
• Wash your hands before dessert is
served
• Ask for smoking / pan

40. DO NOT’S AT A BUSINESS MEAL
• do not place business papers on table
• do not chew with your mouth open
• do not belch
• do not put your elbows on the table
• do not yawn, sneeze or cough without
covering your mouth
• do not speak with food in your mouth
• do not use toothpicks at the table

41. TELEPHONE ETIQUETTE

42. TELEPHONE ETIQUETTE
Nowadays, much of the customer
contact is done over telephone
Since the caller do not have the
benefit of the visual medium, he
forms impressions about you from
the vocal and verbal channels only
Telephone etiquette thus becomes
very important

43. Incoming calls
•Pick up phone before third ring
•Give a greeting
•Identify yourself and your Bank
•Don’t listen in silence, use actives
•Use simple uncomplicated
language
•Speak slowly and distinctly
•Keep paper and pen ready

44. Incoming calls (contd.)
•Have a good knowledge of our organisation,
its products and services
•Learn to listen
•Be as helpful as possible
•Personalise the call by using his name
•Speak with a smile. It always gets there
•Wait for the caller to end the call if he is
superior
•Thank the caller and always return calls never
forget to get back to him if promised

45. Outgoing calls
Introduce yourself and your Bank
If the person is not available, leave your name,
message and phone no.
Be polite to the secretary / reception
Think of all topics that need to be discussed
At the beginning ask if the person has a few minutes
to talk to you
Never hold two conversations

46. Being cut off
The person who initiated the call should redial
For clients it is a good idea to ring them back
Handling rude callers
Stay calm, diplomatic and polite
Show willingness to resolve the conflict/problem
Never hit back always keep the door open

47. Mobile phones
Put it ‘off’ at important meetings
Otherwise, if you get a call, take it
outside
Otherwise, speak so that others can
not hear