This document provides guidance on cultural norms, personal appearance, etiquette, communication skills, and professionalism needed for client interactions. It discusses appropriate attire, hygiene, business cards, understanding company and client culture, communication styles, phone and meeting etiquette, table manners, and discreet behavior at the workplace. The overall message is the importance of presenting oneself professionally to make a good first impression and properly represent your organization to clients.

3. • Religious beliefs and rituals
• Family and social structure
• Cultural Norms, Traditions
• Historical Background
• Politics and Government
• Economics and Industry

4. • First impression is the best impression
• You represent the organization
• Introduce yourself well
• Memorize names of client representative. If you find it difficult to
understand, ask the name again.
• Handshakes
- No moist / sweaty hands
- Firm handshake (gentle if the other person is a lady)
- Handshake to last only for a short while

5. • Appropriate protocol
• Shirt – Light pastel shades
• Trousers – Dark colors
• Shoes – Black / Brown (Polished)
• Socks – Color to match with shoes / trousers
• Slim wallet
• A respectable pen
• Party wear – Dark shirt, light colored trousers
• Different attire everyday during a week
Your personal appearance makes a lot of difference to your
level of confidence …

6. • Shave / shower regularly
• Neat hairdo
• Use deodorant / perfume regularly
• Avoid herbal hair oils
• Clean and Ironed Handkerchief
• Make use of mouth fresheners

7. • Always carry and use your Business Cards
• Vision, Mission, Values … a must know
• History & Culture: Your company and client organization
• Clear idea on expectations from your manager
• Ask for help / clarifications

8. • Speak slowly and clearly
• Watch your tone of voice … not to be too loud
• Ask for clarification if you don’t understand something
• Watch personal space … stand a foot away from other person
• Speak in the universal language (English) when at workplace
• Say “excuse me” if you accidentally bump into someone

9. • Begin the calls with “Good Morning/Evening..”
• Identify yourself
• Keep conversation to the minimum
• Don’t speak too loudly or disrupt people around you
• During meetings, turn your cell phone off / put on silent mode
• If you must take a call during a meeting, excuse yourself
and walk out
• Please do not make any personal calls from the client site

10. • Always sit up when seated on the table
• Avoid making strange noises on the table
• If you have to leave the table in between the meals then always excuse
yourself
• While not eating, hands should be either on your lap or rest your wrist on
the edge of the table
• Avoid reading at the table
• Always request the person closest to pass on the dish that you
desire to have

11. • Using fork and knife (Work inwards)
• Elbows not to be rested on table while eating
• Season food according to your taste
• Eat with your mouth closed
• Social Drinking:
- Never drink on empty stomach
- At a cocktail party, hold the glass in your left hand and
leave the right hand free for handshaking
- Do not drive after drinking

12. • Always come in neat and clean and follow dress code
• Do not discuss personal matters at the work place
• Be discreet when coughing and yawning
• Use positive language
• Be direct in communication
• If you have called a meeting, be there first