1. Shahzaib Khan
2. Afifa Mahmood
3. Shoaib Masood
WHAT IS AN ETIQUETTE?
Etiquette is a French word that means a “label”
These are practices and forms prescribed by
social convention or by authority.
Business etiquettes are defined by
good manners, loyalty and
commitment towards one's
organizations. Rome was not built in a
day; and having and following right
business etiquettes is essential for
positive career growth.
How to Sharpen Basic Business Etiquette
Understanding proper business
etiquette can be the difference
between progressing in your
career and not progressing.
Business etiquette includes rules
entertaining, dining, meetings,
ethics and conflicts. Business
etiquette applies to seeking
employment and dress. More
etiquette rules cover interactions
with co-workers, superiors and
BENEFITS OF PRACTICING ETIQUETTE
It gives guidelines on How to look for a
job, What to do during interviews; How
to plan meetings and much more.
Things to Know About Business
Business etiquette refers to the behavior that is
considered appropriate in the work world as well
as to the specific expectations that an employer
has of its employees. Business etiquette governs
the behavior of those in a business group and
setting, where individuals are expected to behave
in a proper and civilized manner.
Etiquette Advantage in
Etiquette has a direct impact on business.
Etiquette in a business environment has many subtle
and non-subtle aspects. Everything from your dress,
to your tone of voice is a form of etiquette. How you
present yourself in a business environment can affect
your internal and external image.
Proper Business Phone Etiquette
Whether you're calling clients,
responding to customers or
trying to get a job, telephone
communication is an
important part of modern
business. Proper business
phone etiquette will help you
make a good impression and
maintain good relations with
business contacts. Simply
remembering to be polite and
organized will go a long way.
Why is it important:
Customer’s first impression of
your practice is formed during
their first few seconds of contact
over the phone or in person.
More than 80% of your first-time
customers call before coming into
It is often said that human
communication consists of 93%
body language while only 7% of
communication consists of words
Remember that you may be the first and only contact
a person may have with your practice, and that first
impression will stay with the caller long after the call
So the key moment is when the speaking starts.
Engage the caller and get them on your side.
You need to lay the groundwork even before you pick
up the phone, and you do this by …..
Smile and the World Smiles With
Rate of Speech
Let’s Try It……..
Did you know people can hear you smile?
Say good morning in two ways:
first, without a smile
and now, with a smile
You will notice there is an inflection when you smile
and it gives your voice energy and a cheery tone.
And that voice inflection conveys friendliness to the
person at the other end of the line.
Get Ready For It:
Before picking up the receiver, discontinue any other
conversation or activity such as eating, chewing gum,
typing, etc. that may be heard by the calling party.
Cell phones should be placed on low volume, vibrate,
Sit up and SMILE!!!
Answer promptly (before the third ring if possible).
Speak clearly and distinctly in a pleasant tone of
A bright, cheerful greeting will lift
most people’s spirits and set the
proper tone for the call.
Speak clearly and at a
conversational pace; softly yet
Don’t mumble or race through
the greeting. This can give the
impression that you don’t have
time for the caller.
Forgetting or mispronouncing the caller’s name, after
they have provided it will put the prospect or
customer off side immediately.
Make sure you jot down the caller’s name (how to
pronounce it phonetically), and what line they are on.
Should you need to place them on hold and field
multiple calls, you wont forget who is on which line.
If you do mispronounce their name, which can
happen, apologize, ask them how to pronounce it
properly, tell them you want to get it right.
Handling Rude or Impatient
Remember it’s not WHAT you say, it’s HOW you say it!!!
STAY CALM: Try to remain diplomatic and polite. Getting
angry will only make them angrier.
Enthusiasm and Sincerity. Always show willingness to
resolve the problem or conflict, and sound sincere.
Be Empathic: Try to think like the caller. Remember, their
problems and concerns are important.
Non-supervisory: Offer to have your supervisor talk to the
caller or call him/her back if the caller persists.
Supervisor: Be willing to handle irate callers. Speak slowly
and calmly. Be firm with your answers, but understanding.
Sometimes the irate caller just wants someone in a
supervisory capacity to listen to their story even if you are
unable to help them.
How to End Conversations
There are several ways that you can end a long phone
call without making up a story or sounding
Leave the conversation open.
Promise to finish your discussion at another time.
As long as you are honest and polite with the other
person, you should not have any problems ending a
call and moving on to something else.
16 Words and Phrases That Keep
Hello! I am sorry to keep you waiting.
Good morning! Thank you for waiting.
Please. It was nice talking with you.
Thank you. Is there anything else I can do for you?
I am very sorry. Thank you for coming in (or calling).
Excuse me. It has been a pleasure to serve you.
You are welcome. I would be happy to do that for
May I help you? We appreciate your business.
Most Frequent Caller Complaints:
Remember that presentation is everything. Treat
callers as “they hope to be treated.” The way you
present yourself on the phone can leave lasting
impressions of you and your department.
The telephone rings for a long time
before it is answered.
Try to answer calls within 3 rings. Callers become
frustrated when they feel that their call is not
important to you.
The line is busy for hours it seems:
Try to keep calls short. Do not stay on the line longer
than is absolutely necessary. Consider call waiting for
your personal office (not for a receptionist) so that
you are not constantly unavailabl
Checking Messages and Returning
Check your messages daily and return messages
within 24 hours.
If it will take longer than 24 hours, call the person
and advise him/her.
Callers should feel confident that you are checking
your voicemail daily.
If you forward a message, be sure to explain to the
person to whom you are forwarding the message why
you are sending it to them.
Dealing with difficult callers:
Sometimes a caller is very difficult, especially if
complaining. First remember that this caller is a
client, or potential client, so your handling of the call
could result either in more business for your company
or in the caller going to a competitor.
Things to avoid when on the
let it ring more than four times
eat and drink while talking on the phone
be too familiar
talk to someone else in your office
have too much background noise
speak too quietly or too loudly
speak too quickly.
Etiquette and business etiquette is essential to survive and succeed
both at the personal and professional level.
To conclude, the business etiquette is essential from peon to principal
and from employee to employer.
Business etiquette is simply about feeling and showing kindness
and respect for those around you. It is about exercising good
“There is no accomplishment so easy to acquire as politeness, and none
-George Bernard Shaw