BUSINESS ETIQUETTES

1. BUSINESS ETIQUETTE
Prepared By:
Human Resource Department
JSK Electricals (P) Limited, Baddi, Solan, HP

2. BUSINESS ETTIQUETES
Etiquette is a code of behavior that
describes expectations for social behavior
within a society, social class, or group.
Etiquette are something what you are doing
and saying when people are looking and
listening.

3. SOCIAL AND BUSINESS ETTIQUETES

4. SOCIAL ETTIQUETES
Social Etiquette are always marked by Courtesy
and Gender plays a very important role in Social
etiquette

5. BUSINESS ETTIQUETES
Business Etiquettes are always marked by hierarchy
and power and gender has no role in business
etiquettes.

6. PRINCIPLES OF ALL ETTIQUETTES
Golden
Treat others as you would like to be treated
Platinum
Treat others as they would like to be treated

7. WHY BUSINESS ETIQUETTE
• Good business etiquette is the first step to giving a good
first impression.
• Facilitate cross-cultural communication between
employees and customers and amongst employees
themselves.
• Employees who understand business etiquette are often
more productive as they are able to collaborate with a
diverse group of people, and interact with them well.
• Etiquette teaches you the way to talk, walk and most
importantly behave in the society.
• Etiquette enables the individuals to earn respect and
appreciation in the society.
• Etiquette helps individuals to value relationships.

8. WHY BUSINESS ETIQUETTE
• Prevents Misunderstandings
• Reflects Confidence
• Builds Strong Relationships
• Promotes Positive Atmosphere
• Differentiates you from others in a competitive job market
• Enables you to be confident in a variety of settings with a
variety of people
• Honors commitment to excellence and quality
• Modifies distracting behaviors and develops admired
conduct
• Exhibit Professionalism and develop a polished image

9. WHY BUSINESS ETIQUETTE
“Be one step ahead, practice the social skills necessary to
help you make a great first impression and stand out in a
competitive job at your workplace”.

10. IMPORTANT BUSINESS ETIQUETTES
Introduction E-mail etiquette
Dining etiquette Telephone etiquette
Office etiquette Meeting etiquette
Cubicle etiquette Dress etiquette
Hand Shake Seating positions
Office Washroom Etiquettes
Workplace Cell Phone Etiquette

11. IMPORTANCE OF INTRODUCTIONS

12. INTRODUCTIONS
• Failing to introduce people in a business situation makes you look downright
unprofessional.
• Always rise as a mark of respect.
• Look into the eyes and smile
• Give a firm hands
• Junior is introduced to senior
• The rule is to say important persons name first. Add a few words about that
person
• If you forget someone’s name during an introduction, don’t panic. Look the
person directly in the eye and with a sincere smile, say “I’m sorry, but your
name just slipped my mind. Could you remind me?”
• Stay around till both the parties start speaking.
• Make new employees feel welcome and comfortable around you. Don't be a
busy-body

13. E-MAIL ETIQUETTE
• Email etiquette is so new – the rules are evolving because of our
increased use of email
• Some general rules of etiquette should be observed
Need of Email Etiquette
Professionalism
Efficiency

14. E-MAIL ETIQUETTE RULES
• Be concise and to the point
• Use proper spelling, grammar & punctuation
• Make it personal. Avoid using Bcc and Cc unnecessarily
• Answer swiftly
• Use a meaningful subject
• Read the email before you send it
• Keep attachments to a Minimum and mention your
attachment in the content
• Take care with abbreviations and emotions
• Remove people from email threads who don’t need to be
there.
• Do not send an e-mail when a personal caall or
conversation is more appropriate.

15. SMART SUBJECT LINES
Good Subject Line Examples
• FYI: Meeting minutes from 3/14 discussion
• Reports I: all Reports due Friday 4/1
• DISTRIBUTE: Program agenda & related information
• ABC, XYZ: need you at noon meeting Wed w/ your updates
• AGENDA: Staff meeting Thurs 3/12 10:00 pm
Poor Subject Line Examples
• Weekly Minutes
• Here are the URLs
• Re: presentation
• (blank subject line)
• Unrelated subject line – sending an email with an old subject line

16. THINK BEFORE YOU DO
• Don’t automatically “REPLY TO ALL”
• Take one last look at your distribution list –
is this email necessary for all recipients. Eg.
Welcome Mail – when replying, send it only
to the person to be welcomed.
• Once the email discussion goes beyond 2-3
replies anyway, it’s time to pick up the
phone

17. DINING ETIQUETTE

18. RULES OF BUSINESS ETIQUETTES
• Be on time
• Wait to sit until host/hostess indicated the seating arrangement
• Stand on the right side of your chair
• Put your napkin in your lap
• Decide on your menu selections quickly
• Never order the most expensive item
• Wait for all people to be served before beginning
• Know which silverware to use with which food
• Wait until everyone has been served before you begin to eat
• Salt/Pepper pass together
• Generally pass food to the right

19. MANNERS ON DINING TABLE
• Don’t eat with your mouth full
• Eat at a moderate speed
• Try to maintain some polite dinner conversation
• If you must leave the table, place your napkin in
your chair

20. TELEPHONE ETIQUETTES

21. RULES FOR TELEPHONE ETIQUETTES
• When u initiate a call identify yourself
• Tell the basic nature of your call
• Address the caller by his name in a courteous manner
• Keep conversation brief
• Never be impatient
• Listen carefully and Do not interrupt
• Do not eat or chew something 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
• Let the caller hang up first
• In case of missed calls, return the call within a reasonable period of time
• If some one calls you by mistake, inform the caller politely that he
reached a wrong number
USE LESS DISTRACTING RINGTONES ON YOUR MOBILE.
AVOID SONGS

22. MANAGING ANGRY CALLERS
• Listen his problem or complaint carefully
• Do not interrupt him, let him finish the whole thing first
• Do not say, "you are wrong"
• Co-operate with him
• Tell him the process of solving the problem
• Do not mislead
• Call him back when you have the solution, this feedback is important

23. OFFICE ETIQUETTE
Those who follow good office etiquette are promoted
and given choice assignments.

24. OFFICE ETIQUETTE
Those who follow good office etiquette are promoted and given choice
assignments.
• Be self-aware-use common sense
• Mind your own business
• Never go over your supervisor’s head
• Obey your company’s culture
• Treat every employee with the same respect
• Do not post things of an offensive nature
• Excessive workplace gossip.
• Leaving without telling anyone.
• Too many personal calls
• have a healthy respect for colleagues experience and expertise
• Leave your personal life at the front dooR
• Always keep your documents properly filed at your workstation

25. MEETING ETIQUETTES

26. RULES FOR MEETING ETIQUETTES
• Always be on time
• Avoid swear words and vulgar references
• Poor communicating skill is not professional
• Avoid personal questions during first meeting
• Whoever gets to the door first should open it and hold for others who
are following
• Turn off your cell phone ringer ,accept voice mail and text messaging
only
• Never refuse when something is offered to you
• Always come up with new ideas
• Don’t ask an overwhelming amount of questions in meetings.
• Uncross your legs. Crossing your legs can be distracting
• Don’t hold meetings in your cubicle and distract those
sitting close nearby.

27. CABIN ETIQUETTES

28. RULES FOR CABIN ETIQUETTES
• Never enter someone's cabin without permission.
• Announce yourself at their doorway or lightly knock on the wall.
• Don't peek in as you walk past each one.
• Don't loiter outside someone's cube while you wait for him or her to
finish a phone call.
• Never read someone's computer screen or comment on conversations
you overhear.
• Avoid eating meals and smelly food inside the cube
• The loud person who’s every word either on the phone all day or to
others literally hurts your ears. You cannot hear yourself think and you
cannot hear your phone call.

29. • If someone frequently talks or sings
to himself/herself and it disturbs
you, respectfully tell him/her it
bothers you and to please stop. If the
person ignores you, speak to your
supervisor.
• Don’t open anyone else’s notepads
registers or files without his
permission
• Never ever drink while you are at
work. Smoke only at the smoking
zones.
• Do not keep on standing on
someone's workstation. HAVE A SEAT
!!!

30. DRESS ETIQUETTES

31. RULES FOR DRESS ETIQUETES
• Professional wardrobe
• Hair clean and styled appropriately
• Clean nails, skin and teeth
• Check fragrance and clothing care
• Always Adhere to the Dress Code Established
by the Office
• When Unsure, Opt for Business Dress Rather
than Casual Apparel

32. DRESS ETIQUETES FOR MEN
• Male employees ideally should combine a simple shirt with trousers. Make sure the
colours are well coordinated.
• The shirt should be properly tucked into the trouser for the professional look. Prefer full
sleeves shirts at workplace. Never roll up your sleeves.
• Silk ties look best on professionals. Don’t go for designer ties. The tie should neither be
too short nor too long. The tip of the tie ideally should touch the bottom of the belt
buckle. Slim ties are not meant for offices.
• Wear leather belts to work preferably in black or brown shades. Do not wear belts with
flashy and broad buckles.
• Socks must be well coordinated with the outfit.
• Don’t wear shoes that make noise while walking. Prefer soft leather shoes in black or
brown colour. Make sure your shoes are polished and laces properly tied. Never wear
sports shoes or sneakers to work.
• Shave daily. Use a good after shave lotion and make sure your skin does not look dry and
flaky.
• Body odour is a big turn off. One must always smell good in public. Use a mild perfume or
deodorant.

33. DRESS ETIQUETES FOR WOMAN
• Females should not wear revealing clothes to work. Avoid
wearing outfits which expose . Wear clothes which fit you best.
Don’t wear too tight or loose clothes.
• Females who prefer westerns can opt for light coloured shirts
with dark well fitted trousers.
• Never wear heavy jewelry to work. Avoid being a make up box.
• Nails should be trimmed and prefer natural shades for nail
paint.
• Avoid wearing sharp pointed heels to work.

34. HAND SHAKE STYLES

35. PROPER HANDSHAKING
Handshaking is commonly done upon meetings,
greetings, parties, offering congratulations or
completing an agreement.
PURPOSE OF HADSHAKE:
To convey trust, balance and equality

36. TYPES OF HANDSHAKES
WET FISH:
Wet Fish Handshake means a weak character, someone
who is really persuaded.

37. DEAD FISH
This type of handshake has no energy,no shake,no squeeze not
even a punch and indicated the person has very low self-
esteem.

38. HAND HUG
This type of handshakes are generally done by politicians or who want to
play politics with others as it represent them warn,friendly, trustworthy
and honest.

39. BONE CRUSHER
It shows overly aggressive personality and those who want to
dominate others, make use of their weakness and fears and
making issues of smaller things.

40. QUEEN FINGERTIPS
A person who offers fingers instead of palms indicates sense of
superiority.

41. KEEP BACK
Used by aggressive types of personality who want to keep you at a long
distance as they might feel threatened.

42. THE DOMINATOR
This indicated that the person wants to show that he/she has more
power than you.

43. LOBSTER CLAW
This indicates that the person doing this may have a fear of
connecting to that person.

44. APPROPRIATE HANDSHAKE
• Keep eye contact, do not glance down when the hand is
offered for shake.
• Close your fingers around the hand with your thumb
resting to the side. Grip with a silent firmness(like a gentle
squeeze).
•Release the hand in 3-4 seconds

45. SEATING POSITIONS
Which is Correct ???

46. Office Washroom Etiquette
• If someone is inside, don’t peep under the doors or knock
endlessly. Wait for the other person to come out.
• Female employees should avoid carrying their handbags
inside the washroom
• Do not throw water on the floor as someone might slip and
get hurt
• Do not spit on walls. It is absolutely childish to write
names or make designs on toilet walls
• Don’t take much time inside
• Do not leave the taps on
• One should not smoke inside the office toilet. It leads to
suffocation.
• Ask the attendant to clean the toilet whenever it is dirty
• Do not throw unwanted things or soap wrappers in the
washbasin. Keep the soap inside the soap case.

47. Workplace Cell Phone Etiquette

48. Workplace Cell Phone Etiquette
• Give 100% focus to the person in front of you.
• At a business lunch, a mobile device shouldn’t be part of the place
setting.
• In meetings, avoid “reading under the table.
• Have a professional ring tone.No fancy ring tones
• Keep your ringer on low at all times at work, or set it to vibrate
• Take personal calls in a private place.
• If you do get a personal call that you have to take, keep it short, and if
you need to speak for longer, take it away from your desk, preferably
into an empty meeting room.
• If you have a camera on your phone, beware of taking pictures of
colleagues or even of your workplace
• Never shout on the phone
• Make sure your mobile calls do not hamper your productivity.
• Avoid calling any of your clients or colleagues before 8 in the morning
and after 8 in the evening.

49. Tired of bad manners in your office? Here are tips
for dealing :
• Don’t reciprocate bad office behavior
• Stay calm and don’t get emotional or angry. We all have bad days every
now and then; sometimes a sympathetic comment is the best way to
direct a coworker toward better behavior
• Meet with the person in a private location and explain how his or her bad
manners are affecting you
• If the bad behavior continues or worsens after you’ve spoken with the
offender, seek help from your manager or a representative from HR
• Make sure you understand your company’s business ethics and
procedures for reporting infractions.
• Don’t get too personal at work. It not only kills productivity, but when
you disclose too much you become vulnerable and it’s not a good thing in
the business environment.
• Don’t yell and scream at others. Compassion and empathy will serve you
much better to earn respect

50. COMPLAINING
If you don't like something, try and change it. If
you can't change it, either accept it or move on.
But stop complaining until you cant handle it
anymore.

51. QUESTIONS ????
In the business arena:
a)Only men should stand for handshaking and all
introductions
b)Only women should stand for handshaking and all
introductions
c)It is not necessary for men or women to stand for
handshaking and all introductions
d) Both men and women should stand for
handshaking and all introductions

52. QUESTION ????
The best way to meet people at a business or social function is to:
a) Head for the bar or buffet immediately upon arrival
b)Introduce yourself to two people who are standing close and
talking softly
c) Look confident, standing in the center of the room, and wait
for someone to approach you
d) Introduce yourself to a person standing alone
e) Stick close to those you know very well and forget about the
rest

53. QUESTIONS ????
When making a business introduction, you should :
a) Wing it
b)Introduce the less important/junior person to the more
important/senior person
c) Introduce the more important/senior person to the less
important/senior person
d) Don’t do anything. It is their responsibility to introduce
themselves.

54. QUESTIONS ????
When expressing thanks to someone who has given you a gift, you:
a) Send an email because it is faster and more efficient
b)Send a handwritten note within 48 hours
c) Pick up the phone and call within 72 hours
d) Consider a verbal thank you sufficient

55. QUESTIONS ????
When you are dining in a restaurant and you accidentally drop your
fork on the floor, you:
a) Pick it up, wipe it off, and use it anyway
b)Pick it up, give it to the server, and ask him to bring you
another one
c) Leave it on the floor and ask the server to bring you another
one
d) Leave it on the floor and use your neighbor’s fork when he’s
not looking

56. QUESTIONS ????
When you are dining with someone important and your
cell phone rings, you:
a) Answer it within two rings and keep the call brief
b) Ignore it and pretend that someone else’s phone is ringing
c) Apologize and turn the phone on silent mode. The person
you’re with takes priority.
d) Apologize, step away from the table, and take the call in the
lobby or restroom.

57. QUESTIONS ????
When you reach a doorway at the same time as another person, the
following rules apply:
a) Whoever arrives first should open it and hold it for those who
are following
b)Men should always open doors for women
c) Women should open doors for men to prove that they are no
longer oppressed
d) Always open the door for someone of either sex if that person
has his or her hands full

58. QUESTIONS ????
When exiting an elevator and a more senior person is toward the
back, always:
a) Step aside to let the more important person exit first
b) Exit first if you are closest to the door

59. QUESTIONS ????
You have just heard a coworker in the cubicle next to
yours speak rudely to a client on the phone. You should:
a) Wait until the call is finished, then tell the person
that their behavior is unacceptable
b) Tell your boss
c) Respect your coworker’s privacy and refrain from
commenting

60. QUESTIONS ????
During a meeting its Ok to leave your cell phone "ON" if you are
expecting a call ?
a) YES
b) adjust to vibrate mode
c) leave the meeting room with permission

61. QUESTIONS ????
If someone forgets to introduce you, its appropriate to move on with
the conversation without saying anything?
a) True
b) False
c) depends upon the situation

62. QUESTIONS ????
If you do not remember someone's name, dont worry about it keep
talking ?
a) True
b) False

63. QUESTIONS ????
When Shaking hands, a man should wait for a women to extend her
hand ?
a) True
b) False

64. QUESTIONS ????
A co-worker comes to your office to introduce you to a friend of his.
You:
a.Smile and nod
b.You stand up, establish eye contact, smile and shake his hand
c.Wave and tell him how happy you are to meet him
d.Give him a “high five”

65. QUESTIONS ????
If you are seated and someone approaches and offers to shake your
hand, you should:
a) Stand up and shake the person’s hand.
b) Raise yourself slightly from your chair and shake the person’s
hand.
c) Dismiss the handshake as an unnecessary formality and motion
for the person to sit down and join you.

66. QUESTIONS ????
If you are running late for an appointment because your boss has
called a last minute meeting, it’s best to:
a. Call immediately and reschedule the meeting for a later time or
another day.
b. Try and go to both meetings even if you leave one early and arrive
late for the other one.
c. Call and let the person’s administrative assistant know you’ll be an
hour late for your scheduled meeting.

67. SUMMARY
Knowledge of social skills does not guarantee
that all doors will open or guarantee
achievement of personal and career goals It is
likely that the door to many of these rooms
will likely be closed for those who lack these
skills.
Etiquette makes the workplace more
enjoyable.