The document discusses various aspects of business etiquette and workplace etiquette. It covers topics such as the importance of business etiquette, appropriate personal appearance and dress code in the workplace, etiquette for different business occasions, using the right tone of voice, and the significance of etiquette in the modern globalized business world. It emphasizes how etiquette builds relationships, trust and communication skills, and promotes a positive work environment.

2. BUSINESS ETIQUETTES
 “Etiquette" describes the requirements of behaviors
according to conventions of society.
 It includes the proper conduct that is established by a
community for various occasions, formal events and
everyday life.
 “The rules indicating the proper and polite way to
behave.“
 Business etiquettes are expected behaviours and
expectations for individual actions within society, group or
class.
 Within a place of business, it involves treating co-workers
and employer with respect and courtesy in a way that
creates a pleasant work environment for everyone.

3. Importance of Business Etiquettes
 Builds Strong Relationships
 Promotes Positive Atmosphere
 Reflects Confidence
 Prevents Misunderstandings

4. SIGNIFICANCE OF BUSINESS
ETIQUETTES IN 21st CENTURY
We Live in a Global Business Economy
 Business etiquette training typically covers cultural norms
and customs, especially for those employees who work
with clients or customers located around the globe.
 In a day and age where it’s so simple and common to call
or chat online with someone who is half a world away,
proper etiquettes are critical.
 While one country agrees with certain business customs,
others may not—which is especially the case when it
comes to proper greetings and dining etiquette.

5. We Live in a Just-in-Time Society
 Business etiquette training also typically covers the importance
of being prompt and punctual and listening actively to others.
 And it covers preparedness and being respectful of others’
time.
 In a just-in-time society where everything happens at a
moment’s notice, it’s important for employees to stop and
consider what others are saying or requesting, or not saying,
etc.
 It’s important to slow down long enough to be more
emotionally intelligent, in other words, while remaining
punctual.

6. Building Trust Is Important
 When your employees demonstrate that they understand
and are willing to follow certain rules of business etiquette,
they’re also demonstrating a level of integrity and that they
are honest and polite and can be trusted.
 And in this age, trust is critical to a business’s success.
 So, trust can be built with your clients and internal teams
by training employees in proper business etiquette.

7. Building Communication Skills Is Important
 In today’s workplace, employers want employees with
better communication skills.
 Better communication increases work productivity and
employee satisfaction.
 And a huge part of business etiquette training revolves
around how to respectfully and effectively communicate
with others, whether they be coworkers, bosses, clients,
partners, etc.

8. NEED & IMPORTANCE OF PROFESSIONALISM
 Professional workplace behavior is necessary for the
long-term success of a business, whether it's a big
corporation or small business.
 A professional work place attitude and appearance allow
employees to take pride in their work and improve work
performance.
 Managers who behave professionally set an appropriate
example by encouraging their people to conduct
themselves in a manner that supports company-wide
success.

9. Establishes Appropriate Boundaries
 Professionalism in the work place establishes boundaries
between what is considered appropriate office behavior and
what is not.
 While most managers support an enjoyable and vibrant work
environment, limits must be put in place to avoid conflicts and
misunderstandings.
 Workers who conduct themselves professionally steer clear of
crossing the line with their conversations and other
interactions with co-workers, superiors and clients.

10. Encourages Personal Improvement
 A business environment in which employees dress and operate
professionally is more conducive for success.
 For example, professional dress codes are understood to
support career development and personal growth in the work
place.
 That's because workers who dress and act professionally feel
better about themselves and are encouraged to perform better
for their clients.

11. Promote and Maintain Accountability
 Companies that interact directly with clients are obligated to
provide the best services possible and present their company
in the best possible light.
 Professionalism counts when providing written information to
clients.
 Professionally written company reports, business plans or
other correspondence help businesses remain accountable
with their level of service.

12. Establishes Respect for Authority and Yourself
 Professionalism in business establishes respect for authority
figures, clients and co-workers.
 Maintaining a professional demeanor limits gossip and
inappropriate personal conversations that could be
considered disrespectful.
 Keeping a professional attitude with clients who behave
inappropriately demonstrates the level of respect an employee
has for the customer and the business partnership.

13. Boosts Respect and Minimizes Conflict
 Conflicts are less likely to arise in a professional business
environment.
 Workers who respect each others' boundaries and conduct
themselves professionally rarely have disagreements that
cannot be resolved efficiently.
 Professionalism in business also benefits diverse environments
in which business people and their clients have several
different perspectives and opinions.

14. LEVERAGING USE OF TECHNOLOGY IN SOCIAL
MEDIA
 Technology has changed the ways in which we do
business.
 This is especially evident in the way in which social media
such as telecommunications systems, instant messaging,
the World Wide Web and social networking platforms
now function.
 New computer hardware and software platforms are being
developed around a social element.
 Businesses that interact directly with their customers and
product and service providers need to stay abreast of
technology and its influence on social media and be
fluent in the use of social technologies.

15.  Technological advances have revolutionized the ways in
which humans communicate.
 Technology lends itself well to social media and is now
used in presentation software, groupware, messaging
systems, telecommunications networks,
videoconferencing, social networks, online chats,
interactive message boards, websites, blogs and most
other forms of social interaction.
 Social media is an integral element of any business as
humans must communicate to get work done.

16.  Social media interactions are becoming increasingly
important as technology is adapting to include a more
human-friendly element, including social-based
operating systems and communication-oriented software
applications.
 The influence of technology on social media has been
largely beneficial to businesses. Internet-enabled
telecommunications technologies let you communicate
with your customers in real-time and respond to issues
much more quickly than was possible in manual systems.

17.  Your employees are no longer hindered by equipment
availability, time zones or geographic distance and can
now communicate seamlessly using technology.
 This has allowed many businesses to employ a global
workforce and increase their productive output.
 Even if you have a small, single-location business, your
employees can still leverage social media technology to
communicate with each other and with their customers
even when out of the office, and you can use a blog or
social network to stay in constant contact with your
customers.

18. WORKPLACE ETIQUETTES
PERSONAL APPEARANCE
 Appearance at the workplace is absolutely important since the
people we are working with have the tendency to judge us
based on our dressing.
 Thus, it does not matter whether you are a doctor, a teacher, an
engineer or a chef, the way you present yourself in a
professional environment is important.
 A professional attire not only gives you more confidence, but it
also helps to increase your growth and instills confidence in
clients.
 Following is some of the best tips for you to learn about
dressing etiquette at the workplace.

19. Follow the dress code policy of your
company
 Every organization has a dress code for employees.
 Some organizations will have a plane shirt and black or
brown pant for both men and women.
 Having the same dress code for both men and women
employees, the company can demonstrate that it treats
employees equally.

20. Your appearance should be clean and
groomed
 It is not important how expensive your clothes are rather
how cleaned and neat they are matters a lot.
 Your clothes must be cleaned and ironed every day.
 A well-groomed personality creates a positive image at the
workplace.

21. Wear clothes that best fit you
 Always wear clothes that fit you perfectly.
 The dress shouldn’t be too tight or loose.
 Wearing such a dress can either make you uncomfortable
or distract attention of others.
Look at your accessories
 Do not wear too many accessories. Wear simple ones, as
they are only meant to compliment your dressing style.
 Also, see that they are not making noise. For example,
swinging bangles in a lady’s hands.

22. Pay attention to your shoes, glasses and
watch
 Some common things, that are easily noticeable in both
men and women are the watch, glasses and shoes.
 Do not wear too fancy and trendy watches and glasses.
 Wear glasses that fit properly. The glasses that you wear
shouldn’t slip down to your nose.
 Please make sure that your shoes are well maintained and
polished before leaving for the office.

23. Casual days
 Many of the corporate offices allow casual outfits on
certain days.
 But don’t misunderstand it. Casual days indicate a more
relaxed dress code one day a week.
 Some offices will allow you to adhere to a business casual
dress code, while others allow jeans with dressier
accessories.
 Items that should never be worn on casual days include
sweat pants, sneakers, jogging suits, t-shirts or the like.
 It is important to appear professional and well-groomed,
and not look as if you are ready for a lazy day at the beach.

24. Male Employees
 Male employees ideally should combine a simple shirt
with trousers. Make sure the colours are well coordinated.
 Prefer a light colour shirt with a dark trouser and vice a
versa. Do not wear designer shirts to work. Prefer plain
cotton or linen wrinkle free shirts in neutral colours.
 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.

25.  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.
 Hair should be neatly combed and kept short. Spikes
hairstyle looks good only in parties and informal get
together.
 Body odour is a big turn off. One must always smell good in
public. Use a mild perfume or deodorant.

26. Female Employees
 Females should not wear revealing clothes to work.
Wear clothes which fit you best. Don’t wear too tight or
loose clothes.
 Understand the basic difference between a party wear
and office attire. Never wear low neck or deep back
blouses to work.
 Females who prefer westerns can opt for light coloured
shirts with dark well fitted trousers. A scarf makes you
look elegant.
 Never wear heavy jewellery to work. Avoid being a make
up box. Nails should be trimmed and prefer natural
shades for nail paint.

27.  Avoid wearing sharp pointed heels to work.
 The colour of the handbag must coordinate with the
outfit.
 Females should tie their hair. It gives a neat look.
 Choose professional colours like black, blue, brown, grey
for official attire. Bright colours look out of place in
corporates. Light and subtle colours exude elegance and
professionalism and look best in offices.
 Make sure your clothes are clean and ironed. One should
never go shabbily dressed to work. Prefer wrinkle free
clothes.

28. ACCESSORIES FOR MEN
Men mainly need the following accessories:
 A great watch - Make sure your watches are properly sized
fit your body properly. For example, don’t buy a watch
with a huge face if you’re a person with small wrists. Buy
watches with bands that will match your outfits. Solid
colors like black, brown, silver are easiest to find matches
for.
 Elegant pair of shoes
 Beautiful silk tie

29.  Nice, simple leather belt
 Make sure to wear light scents in professional
environments. It’s hard to find a scent that will
please everyone so the best option is just to keep it
low-key.

30. ACCESSORIES FOR WOMEN
 Closed toe shoes are the most professional option for
footwear. Flats and small heels can also work. Make sure you
match your shoes to your outfit in both color and shape.
 Boots can be appropriate sometimes during cooler
weather. The shorter the boot, the more professional you’ll
appear, the longest your boots should be is about an inch
below your knee.
 Pearls are most conservative type of accessory women can wear
and they can be worn in almost any situation. Try a bracelet or
necklace to accent your outfit. Make sure you get an item
where the pearls aren’t overly big.

31.  Single colored watches (particularly gold or silver) also
make great accessories. If you wear a watch make sure it
is appropriately sized.
 When it comes to earrings, go with small to medium
sized ones. On more casual days you can wear bigger,
earrings. Appropriately sized earrings can be great
accents to your outfit.

32. What to Wear for Different Occasions?
 Dressing is an art obviously, the art of knowing how to
carry ourselves during various occasions we partake in.
 The occasions dictate how we should dress to suit the
mood of the events.
 Dressing for any occasion is about paying respect to the
occasion and the people around you.

33. A wedding
 A wedding usually is a black-tie or a white-tie event unless
the bride and the groom have decided to theme it.
 Women should put on floor-length gowns for weddings.
Knee-length dress is equally fine. Accessorize according to
the mood of the event.
 For men, it’s always a tuxedo. Dark suit never does wrong
in such formal events with dark party shoes. Choose the
colors suitable for the time and the season.

34. A cocktail party
 A cocktail party is largely an informal social gathering
where you dress almost-formally; so the dress code for a
cocktail party is “dressy-casual” i.e. semi-formal.
 Tuxedos for men and evening dresses for women are the
dress to sport in these parties. Black color has the evening
vibe of the cocktail parties but also any dark color would
do as long as you keep it inconspicuous.
 Men’s cocktail attire accommodates suit, coat and tie
while women’s attire is a knee-length dress with some frill.

35. A dinner party
 Suit up in your cocktail attire if it is a formal dinner party.
 It is always wiser to ask the host for advice. You don’t want
to offend your host at their own table, so don’t overdress
or underdress.
 It always pays off taking out a little time to make a call to
your host before you show up at their doorsteps.
 If it’s a festive event, dress up like you are there to
celebrate, little glitz and color won’t hurt.

36. A business dinner or a company party
 Don’t dress up an outfit that is too provocative during
business dinner party.
 You want to be taken seriously when it comes to job
promotions and dressing provocatively on any of the
company occasions would not play to your benefit.
 The dress code is “smart-casual” i.e. casual but work
appropriate. When it is about work, you should always
keep it professional.
 Women can wear dress pants, a casual dress or a skirt with
a nice blouse to a company party.
 Men are advised to stick to khakis or dress pants with a
collared shirt and loafers. Look sharp, look professional.

37. An interview
 A job interview is one of the most important day where
you’ve got to make a good first impression which, for the
most part, decides that you remain or you leave.
 Your attire should reflect that you are disciplined and
committed, so look polished. If you are at loss, making a
call to the HR executives to inquire about the attire is
perfectly acceptable. It shows your respect for the
company and interest in the job.
 A tailored suit tends to be the standard for most corporate
companies. Ladies would better avoid accessorizing too
much with jewelleries, it’s distracting. A watch would
suffice and serve well, for both men and women, it shows
you value time.

38. Some Religious Ceremony
 Chose an outfit that is appropriate for a religious facility.
 Religious events tend to be more conservative thus, it is
better to double-check its conventions before you choose
an offending apparel.

39. USING THE RIGHT TONE OF VOICE
 The quality of tone is a combination of pitch, strength, and
character.
 Character refers to the sense or meaning a particular tone
conveys.
 For example, a tone of voice may be described as gentle, angry,
sarcastic, childish, or serious.
 The tone of voice with which a speaker expresses a point says
more to an audience than the words themselves.
 A harsh tone often perceived as aggressive. A monotone or flat
tone that lacks variations suggests a lack of interest or energy.

40. MANAGING YOUR VOLUME IN BUSINESS
SETTINGS
 Slow down - When the pressure is on, we tend to
speak faster. When you speak too quickly, you may
stumble over your words and appear nervous. Slow
your speech down to allow your audience to better
understand you.
 Change your position - Even if you're in a boardroom
presenting to an audience of two, keep your head up.
Stand up when speaking to larger groups. Project your
voice and allow your body language to express your
confidence.

41.  Adjust your volume for the size of your audience -
Always speak loud enough for everyone in the back of
the room to hear you, even when using a microphone.
 Fine-tune your pitch - Pitch describes the high or low
notes you hit as you speak. Your overall pitch should be
pleasant to the ear. Vary the pitch of your speech to
strengthen your message. When you ask a question,
end it in a higher pitch. Whenever you make a
statement, punctuate it with a lower note.

42.  Smooth your tempo - The overall rhythm of your
language should be steady and confident. Increase the
tempo, or pace, of your speech to convey action or
excitement. Slow down purposefully to emphasize a word
or phrase.
 Pause when it's appropriate - Pause briefly before and
after you make an important point or transition between
ideas. By doing this, you create suspense and allow others
to process your comments and fully appreciate what
you're saying.

43.  Regulate the emotion of your voice - Your
emotion should match what you are saying and what
you want your audience to feel. As you refine your
ability to effectively use your voice, you'll be able to
apply it to all areas of your business life as well as
your social life.

44. HOW TO LOOK & SOUND CONFIDENT?
 Make eye contact – Making eye contact is the first
step to building trust with your listeners. When
humans observe others’ faces, eyes are typically the
first features that are scanned for information.
 Keep an open posture – Open posture means that
there’s no barrier between you and the audience.
Good posture is an attribute that contributes to a
speaker’s presence. The most becoming posture is
upright and head held up.

45.  Use gestures - Confident speakers use gestures to
reinforce their key points. This includes your arms. An
uncomfortable speaker might unconsciously cross their
arms, forming a defensive pose without being aware that
they’re doing it. Confident speakers, by contrast, keep
their arms uncrossed with their palms turned up.
 Eliminate filler words - Avoid words that serve no
purpose except to fill the space between sentences. These
are words like umm, aah, like. Excessive filler words can be
irritating to listeners, and make speakers sound unsure of
themselves. Eliminating them is also one of the simplest
habits to fix.

46.  Take time to pause - Most people use filler words
because they’re afraid of silence. It takes confidence to use
dramatic pauses. A pause is like the period in a written
sentence. It gives your audience a break between thoughts.
 Vary your pace - Confident speakers vary the pace of their
verbal delivery. They slow down and speed up to
accentuate their most important points.

47. DEALING WITH BODY ODOUR
 Body odor or strong scents in the workplace can cause a
number of problems for employers and employees.
 While some may just be distracted by severe body odor, others
may have serious allergies to scents.
 Work morale decreases along with productivity and positive
employee interaction.
 Workplace body odor situations stem from many different
problems.
 The odor itself is created by bacteria breaking down sweat.
Workplaces that require a high level of physical activity can
cause a person to sweat and smell. Hot weather conditions,
hygiene, diet, and stress are other factors. In addition, some
people may be affected by the medical condition
hyperhidrosis, which causes excessive sweating.

48. Remedies
 Regular baths and deodorant are the methods most
people use to keep body odor under control.
 Some users may need to reapply deodorant during the day
or purchase an extra-strength product.
 Employees with more severe issues such as hyperhidrosis
should visit a doctor for advice and perhaps a
prescription-strength remedy.
 A nutritionist may be able to help someone whose body
odor is related to dietary issues.
 While an excessive use of perfumes can affect people with
allergies and create an unpleasant situation for other
employees or customers, wisely choose one.

49. Dress Code
 The dress code and employee manual are both areas where
body odor issues can be formally addressed.
 This is the place to encourage proper hygiene and the use
of deodorants.
 Give employees a formal guide for dealing with other
employees about odor concerns.
 Familiarize new employees with these policies during
training.

50. Telling an Employee
 Business owners and human resources managers may find
themselves having to tell an employee that he needs to take
care of a body odor issue.
 Approach the matter in private, not in front of other
employees.
 Have a one-on-one discussion, be straightforward, and get
to the point quickly.
 Let the employee know that that this issue is not related to
job performance. Offer possible solutions.
 Be sure to follow up with the employee if the problem
continues.

51. DEALING WITH BAD BREATH
 Almost everyone experiences bad breath once in a while.
 But for some people, bad breath is a daily problem, and
they struggle to find a solution.
 Other causes of temporary bad breath include some
beverages (including alcoholic drinks or coffee) and
tobacco smoking.
 Some people may not be aware of their own halitosis and
learn about it from a relative, friend, or coworker, causing
some degree of discomfort and distress. In severe cases,
bad breath may negatively impact personal relationships
and a person’s quality of life.

52.  Bad breath is typically caused by bacteria present on the
teeth and debris on the tongue.
 So it’s no surprise that most cases are associated with poor
oral hygiene, gum diseases and dry mouth, a condition
in which the salivary glands cannot make enough saliva to
keep your mouth moist.
 A visit with a dentist may help rule any mouth problem
that could be contributing to bad breath.
 Tonsillitis, respiratory infections and some
gastrointestinal diseases may be responsible for a small
number of cases of bad breath.

53. Tips to improve bad breath
 Brush your teeth at least twice a day, after meals.
 Avoid tobacco smoking and chewing tobacco-based
products.
 Rinse and gargle with an alcohol-free mouthwash before
bed.
 If you have dry mouth, make sure to drink enough fluids
throughout the day and use over-the-counter
moisturizing agents, such as a dry mouth spray, rinses, or
dry mouth moisturizing gel.
 If you don’t see any improvement, you may want to
schedule a visit with an oral medicine specialist.
 Mouth freshening gums, mints also can be used.
 Visit your dentist regularly. Remember, oral causes are
responsible for most cases of bad breath!

54. ETIQUETTE FOR PERSONAL CONTACT
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 handshake

55. INTRODUCTION PROTOCOL
 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.

56. GETTING THE NAMES RIGHT
 When you tell others your name, include your last name.
 When you first meet someone, pay attention to their
name. If you aren’t sure how to pronounce it or its an
unusual or difficult to pronounce name, be sincere and
ask. It shows that you have taken an interest in them and
care about getting it right. Call people what they want to
be called.
 Remembering names can be challenging, especially if you
meet multiple people at one time. Repeat their name and
try to use it in your conversation 3 to 4 times, but not so
frequently that it is obvious.

57. HANDSHAKES
 Handshake is a gesture of acceptance and welcome.
 Extend your right hand
 Give slight pressure
 Grasp the other person’s hand firmly and completely
 Look into the eyes and smile
 Release the hand in three seconds.
 But no matter what, never, ever refuse to accept
someone’s hand.

59. FACIAL EXPRESSIONS
 From facial expressions, an audience derives a sense of
how a presenter feels about a point and about them.
 Is the presenter smiling? Is she/he grim or glad to be
here? Does he/she appear confident or uncertain? Does
the presenter appear relaxed and naturally expressive or
tense and restrained?
 It is only by expressing how one feels about a subject that
a presenter can hope to instill those same feelings in
others.
 The excitement on a speaker's face generates excitement
in an audience. A facial expression that reveals anxiety
causes an audience to feel anxious and uneasy.

60. EYE CONTACT
 Making eye contact with people in an audience is
important because it sends a signal that the speaker is
connecting with them.
 A message and perceptions of the presenter are enhanced
by meaningful and focused eye contact.
 Rolling one's eyes can communicate uncertainty,
frustration, or annoyance traits that are not appealing in a
professional presenter.
 A presenter should also refrain from fixated eye contact;
that is, fixing one's gaze on any one point or person in the
room.
 A speaker who concentrates on notes, the top of a podium,
or on visual aids neglects the audience.

61. HAND GESTURES
 Natural, spontaneous gestures are an asset to a
presentation provided they are consistent with the
meaning a speaker intends to convey.
 Appropriate gestures give physical expression to the
spoken word.
 In a business presentation, speaker should refrain
from gesturing in ways that trigger negative responses
from an audience.
 Pointing or wagging the index finger, for example, is
impolite and potentially offensive.

62.  Instead of pointing, emphasis can be added by gesturing,
with an open hand, fingers together, palm and inner wrist
turned slightly toward the audience, etc.
 A speaker should refrain from placing hands on hips with
arms bent at the elbow a stance perceived as aggressive.
 Speakers who put their hands in their pockets often do so
because they don't know what else lo do with them.
 A gesture should be done appropriate to the setting.
 Gestures are more natural when arms and hands are
relaxed.
 Very expressive speakers need to lake care to avoid
gesturing excessively.

63. POSTURE
 Good posture is an attribute that contributes to a
speaker’s presence.
 The most becoming posture is upright (not rigidly
erect), shoulders back and squared, head held up.
 A slouching or slumped posture suggests disinterest or
low self-esteem.
 A presenter has to appear at ease and, at the same
time, attentive and on the ready.
 Effective presenters refrain, whenever possible, from
standing behind a podium.

64. CONVERSATION AT WORK
 Most of us have no trouble talking, but many of us could
use some help in effectively getting our message across,
especially when communicating in the workplace.
 Clear Communication builds engagement, harmony, and
loyalty among coworkers.
 There are plenty of obstacles that can hinder effective
discussions and leave coworkers frustrated, confused, or
disengaged.
 These 7 tips will help you become a better communicator
at work.

65. 1. Focus on the other person
 Strong one to one communication requires the eyes to
show respect.
 If you are replying to text messages while someone across
the table is expecting your complete attention, your
actions signal you are not interested.
 We also miss important social cues when we don't give
another person our full attention.
 Always look into the eyes of your client or supervisor and
give them your undivided attention.

66. 2. Listen
 Listening is perhaps the most underrated communication
tool at work. So often when someone else is speaking, we
are focusing on what we want to say next, instead of
listening to what they are attempting to tell us.
 Break the habit by reframing what you just heard or don't
understand, asking for clarification if you have a question
or concern.
 Use your body to your advantage by smiling, nodding
when appropriate, and facing the person who is speaking,
shoulder to shoulder.
 Avoid shaking your foot or fidgeting, which sends the
message you are anxious for the conversation to be over.

67. 3. Be concise
 Be respectful of everyone's time by keeping your message
brief, direct, and specific.
 Be mindful of starting (and ending) meetings when you
say you will. The consideration will be appreciated.
4. Timing is everything
 If you are working on deadline and a coworker pops into
your office to talk about something that's not urgent, ask
if you can get back to them instead of trying to multitask
or getting annoyed: "This report is due shortly. Can I get
back to you in about an hour?”

68. 5. Choose the right delivery
 Decide the most appropriate method for the message and
the recipient.
 Sometimes a face-to-face discussion is necessary, other
times a quick text works just as well.
 Certain information is best delivered via email, which can
be read at the recipient's convenience and not only
provides a written record but allows for more thought and
careful choosing of words.

69. 6. Ask questions
 Communication is a two-way street. Thoughtful, open-ended
questions are useful for effective communication: they show
your interest, invite others to contribute, identify and clear up
misconceptions, improve understanding, and spark new
ideas.
7. Use your words to your advantage
 Your words have the power to forge connections, build your
career, help others, and improve your business.
 Avoid speaking in destructive ways, such as gossip, disparaging
remarks, or negative comments.
 That doesn't mean never disagreeing or expressing a concern,
but doing so in a way that is constructive. Keep an open mind
and avoid personal attacks on character or opinions.

70. DEALING WITH COLLEAGUES
 No matter your job or your workplace, dealing with people
effectively is a must for success.
 Dealing with people successfully every day will make work
more fun and inspiring.
 But, dealing with people successfully is the most
significant factor in determining whether you will have the
impact and influence you need to accomplish your
mission at work.

71. Demonstrate Respect at Work
 Most people have the desire to be treated with dignity and
respect. You can demonstrate respect with simple, yet
powerful actions.
 Demonstrating respect is the most important interaction
that you can have dealing with the everyday people who
populate your work life.

72. Trust and Be Trusted
 Trust is the cornerstone when dealing with people
interdependently at work. Trust forms the foundation for
effective communication, positive interpersonal
relationships and employee motivation.
 When trust exists in an organization or in a relationship,
almost everything else is easier and more comfortable to
achieve.
 In dealing with people, trust is critical to forming
supportive relationships that enable accomplishments and
progress.

73. Provide Feedback With an Impact
 Feedback is communicated to a person or a team of
people regarding the effect their behavior is having on
another person, the organization, the customer, or the
team.
 Make your feedback have the impact it deserves by the
manner and approach you use to deliver feedback.
 In dealing with everyday people, your feedback can make
a difference if you can avoid a defensive response.

74. Receive Feedback With Grace and Dignity
 Are you interested in how other people view your work?
Make it easy for them to tell you.
 In dealing with people, objective feedback from people
who care about you can stimulate continuous
improvement or confirm that you are on the right track.
 Feedback allows you to adjust your course and direction in
dealing with situations, people, and challenges at work.

75. Show Appreciation
 You can show appreciation every day when dealing with
people.
 You can tell your colleagues and employees how much you
value them and their contribution.
 In fact, small surprises and tokens of your appreciation
spread throughout the year help the people in your work
life feel valued all year long.
 Your coworkers feel cherished when you are dealing with
them as if you really do care about and appreciate them
when you do.

76. Build Necessary Alliances
 An ally is an associate who provides assistance and often,
friendship. Your allies are likely to support your views and
causes. They help solve problems, provide advice, act as a
sounding board when you need a listening ear and offer a
different perspective so you can view your organization
more broadly.
 Sometimes allies tell you that you are wrong in your
assumptions, uninformed in your choices, and heading in
the wrong direction. In dealing with the everyday people
in your work world, nothing is more important than
having allies who tell you the truth. They are critical to
your success at work.

77. Overcome Your Fear of Confrontation and Conflict
 Meaningful confrontation is never easy, but the conflict is
often necessary if you want to stick up for your rights at
work.
 Whether the confrontation is over shared credit, irritating
coworker habits, differing approaches, or about how to
keep a project on track, sometimes you need to hold a
confrontation with a coworker.
 The good news is that while confrontation is almost never
your first choice, you can become better and more
comfortable with necessary conflict.

78. DEALING WITH DIFFICULT PEOPLE & ISSUES
PROFESSIONALLY
 In every workplace, you will have difficult coworkers.
 Dealing with difficult coworkers, bosses, customers,
clients, and friends is a skill.
 Dealing with difficult situations at work is challenging, yet
rewarding.
 You can vastly improve your own work enviornment and
morale when you increase your ability to deal with the
people at work.
 You also make your workplace a better environment for all
employees when you address the problems that a difficult
coworker is causing for the team.

79. Be Calm
 Losing your temper and flaring out at the other person
typically isn't the best way to get him/her to collaborate
with you.
 Unless you know that anger will trigger the person into
action and you are consciously using it as a strategy to
move him/her, it is better to assume a calm persona.
 Someone who is calm is seen as being in control, centered
and more respectable.
 When the person you are dealing with sees that you are
calm despite whatever he/she is doing, you will start
getting their attention.

80. Understand the person's intentions
 No one is difficult for the sake of being difficult.
 Even when it may seem that the person is just out to get
you, there is always some underlying reason that is
motivating them to act this way.
 Try to identify the person's trigger: What is making
him/her act in this manner? What is stopping him/her
from cooperating with you? How can you help to meet
his/her needs and resolve the situation?

81. Get some perspective from others
 In all likelihood, your colleagues, managers and friends
must have experienced similar situations in some way or
another.
 They will be able to see things from a different angle and
offer a different take on the situation.
 Seek them out, share your story and listen to what they
have to say.
 You might very well find some golden advice in amidst of
the conversation.

82. Let the person know your intentions
 One thing that works is to let the person know your
intentions behind what you are doing.
 Sometimes, they are being resistant because they think
that you are just being difficult with them.
 Letting them in on the reason behind your actions and
the full background of what is happening will enable
them to empathize with your situation.

83. Focus on what can be actioned upon
 Sometimes, you may be put into hot soup by your difficult
colleagues, such as not receiving a piece of work they
promised to give or being wrongly held responsible for
something you didn't do.
 Whatever it is, acknowledge that the situation has already
occurred.
 Rather than harp on what you cannot change, focus on
the actionable steps you can take to forward yourself in
the situation.

84. Ignore
 If you have already tried everything above and the person
is still not being receptive, the best way might be to just
ignore.
 After all, you have already done all that you can within
your means.
 Get on your daily tasks and interface with the person only
where needed.

85. Escalate to a higher authority for resolution
 When all else fails, escalate to your manager.
 This shouldn't be used unless you've completely
exhausted your means.
 Sometimes, the only way to get someone moving is
through the top-down approach, especially in
bureaucratic organizations.
 Be careful not to exercise this option all the time as you
wouldn't want your manager to think that you are
incapable of handling your own problems.

86. DEALING WITH CONFIDENTIAL ISSUES
 In today’s highly competitive workplace, confidentiality is
important for a host of reasons:
 Failure to properly secure and protect confidential
business information can lead to the loss of
business/clients.
 In the wrong hands, confidential information can be
misused to commit illegal activity (e.g., fraud or
discrimination), which can in turn result in costly
lawsuits for the employer.
 The disclosure of sensitive employee and management
information can lead to a loss of employee trust,
confidence and loyalty.

87.  It is the employee's responsibility to treat all the
information in the workplace with care and caution.
 An employee should be prudent enough not to disclose
any information that the organization considers sensitive
and confidential, to a third party, until and unless the
employee has consulted and taken permission from his
supervisor regarding the same.
 Also, one should refrain from sharing any personal details
with fellow colleagues at work. This helps to maintain a
professional attitude at work.
 An employee should know what files or materials he is
permitted to access in the office and he should adhere to
that.

88.  Under no circumstances should these files be shared or given to
unauthorized people. This is because if it reaches the wrong
hands, it can be considered as a breach of confidentiality and
the employee may even be dismissed for it.
 The HR department should devise strategies and guidelines to
ensure that workplace confidentiality is maintained.
 Once the policies are devised, the next thing to do is to
communicate the same to all the employees, supervisors and
managers. Training them about the confidentiality issues by
giving them printouts of the policy or holding meetings and
seminars in the office which teach the importance of
confidentiality to the employees, should be done on a regular
basis.

89.  It is very important that the employees know which
actions of theirs will be considered as a breach of
confidentiality and what will be the consequences of the
same, to deter them from doing so.
 With most of the information these days stored
electronically, to ensure its safety, sophisticated electronic
methods such as firewalls, password protection,
encryption, etc. should be adopted. This will keep the
access, usage and transmission of the protected data, safe.

90. DEALING WITH ETHICAL DILEMMAS
Start With Legalities
 If the ethical dilemma is thought to arise because of not
following the law or because of compliance regulations, the
resolution is usually straightforward.
 All employees are expected to obey the law.
 If an employee is skimming money from the register, hurting
someone or forging customer's signatures, disciplinary action
should follow the confirmation of the illegal activity.
 Not only do you need to stop the illegal behavior, you need to
protect yourself and your business from adverse legal
consequences.

91. Review the Code of Ethics
 Review the code of ethics (of organization) and see how you
have defined the situation, as it pertains to the stated action.
 For example, an employee might be accused of lying to clients
about product benefits.
 In the course of your investigation, you find out that the
employee is using analogies that suggest the product does
more than it really does, but isn't directly lying about the
product.
 However, you agree that the practice is misleading and
creating unhappy customers.

92. Dealing with Questionable Behavior
 If the code of ethics clearly states that all employees are
required to be honest and represent the company with a
high sense of integrity, you have a basis for disciplinary
action.
 Don't jump to excessive disciplinary action before you
speak with the employee about the behavior. It could be
that he innocently thought it was a valid analogy. Explain
what violates the code of ethics and upsets customers.
 Document the warning and observe the employee to see if
the pattern continues. If it does, further action is needed
to prevent negative branding from occurring.

93. Get Input from a Variety of Sources
 If you are investigating certain actions, you will need to
speak to those who have observed the unethical activity.
 Don't exclusively rely on other employees to make a
judgment on whether something is ethical or not, but get
a feel for how people react to the actions.
 A mentor or other business advisor can help you work
through some of the ethical dilemmas that aren't as black
and white in nature.
 Remember to keep things confidential, so that you protect
all involved, including the company's public image.

94. Consider the Pros and Cons
 Make a list of the pros and cons of the situation to make the
best possible decision.
 If the situation is such that it is not distracting the duties or
otherwise affecting other workers or customers, it can be
ignored.
 If you realize that some rules aren’t relevant to your company
success or image, you may update the code of ethics after
consulting with business advisors and the management.

95. OFFICE PARTY ETIQUETTE
 Office Party Etiquette teaches an individual how to behave at
office parties, dinners and get together.
 It is essential for an individual to behave sensibly at office
parties.
 Try to reach on time - Being late to parties might annoy your
boss. Be present at the venue a little early and check whether
all necessary arrangements have been made or not?
 Be careful about what you wear - Party at the office does not
mean one has the liberty to wear revealing clothes. Wear
something which looks good on you. Avoid wearing heavy
jewellery to office parties. Remember simplicity is the best
way to create an everlasting impression. Do not wear skimpy
dresses or something which shows much of your skin.

96.  Do not bring your kid, spouse or any other family
member at office parties unless invited by your superiors.
You would be busy attending your family members only
and eventually ignore others.
 Maintain the decorum of the place - Remember your
superiors are keeping an eye on you every moment. Don’t
do anything which questions your education, family
background and upbringing.
 Office parties are a good way to win over your boss. Check
whether he needs something or not? Whenever you get
an opportunity, do tell him how good you have
performed this month. This will help you later.

97.  Introduce yourselves to others. Greet all with a smile.
Never make a face at any of your colleagues even if you do
not like him. Office parties are a good way to know your
fellow workers. Socialize with others, rather than
standing at one corner.
 Try not to include alcohol in the menu. Drinking
excessively at office parties is foolish. One tends to
indulge in unwanted activities after drinking which
might cost him his job.
 In buffets, wait for your turn in line. Do not push each
other.

98.  Do not load up your plate with food. Eat in moderate
quantities. Do not start eating unless everyone sitting
around you has received food. Once you have finished
eating, keep the utensils at proper places.
 Do not crack silly jokes or pass obscene comments.
 Avoid vulgar dance moves at office parties.

99. NETIQUETTE
 "Netiquette" refers to Internet etiquette.
 This simply means the use of good manners in online
communication such as e-mail, forums, blogs, and social
networking sites to name a few.
 It is important to use netiquette because communication
online is non-verbal.
 Most often online communication consists of reading
something someone else has typed.
 This type of communication does not allow each person
to see facial expressions, body language, or hear
intonation.

100.  By following netiquette, online communication becomes
clearer.
 Especially in business and career related online
communications netiquette should be used to ensure that
correct spelling, grammar, and punctuation are put in
place to project professionalism. Netiquette also includes
the use of emoticons to explain an emotion.
 Following netiquette will help you to maintain and
establish positive online relationships as well as develop a
positive online reputation.

101. SIGNIFICANCE OF NETIQUETTE
 Netiquette is important as online communication is non-
verbal.
 You have to follow Internet etiquette because there are
other people such as your friends, relatives, elders who are
using the Internet for all online communications.
 Hence it is correct to behave properly and write politely to
everyone.
 Following proper Netiquette practices helps represent
yourself correctly to a larger audience.
 Your attitude and character can be ascertained by the way
you communicate with others. The kind of information
you post online helps others to know about your character.

102.  Corporates are evaluating candidates by reviewing their
social networking identity.
 Netiquette causes communication to be more
professional, clear and polite, enabling people to exchange
ideas freely and offer input on online forums and via e-
mail.

103. E-MAIL: WAY OF PROFESSIONAL
COMMUNICATION
 Email is the most widely used tool for business
communication at the workplace.
 Poorly written, unclear, misleading or ineffective emails
not only cause a loss of time and productivity, but can also
harm one’s reputation by leaving a poor impression on the
reader.
 It, therefore, becomes imperative that we make the best
possible use of emails to communicate effectively at the
workplace.
 To do so, you must keep in mind some basic email
etiquette to draft the perfect official email.

104. E-MAIL FORMAT

105. E-MAIL ETIQUETTES
 Be concise and to the point
 Use proper spelling, grammar & punctuation
 Use Bcc and Cc appropriately
 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 emoticons

106.  All messages should have clear and specific “Subject Lines”
that describes the message content, specifies if there are
any actions required & due dates, mentions clearly who
the message is for.
 Reply to sender only. Only "Reply to All" when absolutely
necessary.
 In the first 1-3 lines of your email, specify what this email
is about.
 Does it include action required?
 Does it require a reply back by a certain date?
 What information is contained that the reader will find
necessary for their job?

107.  If a reply is not required, end your message with “(Reply
Not Necessary)”
 Use standard font throughout the message content.
 Avoid colored fonts in a professional email.
 Be very specific with the use of bold, italic or underline
font style.
 Keep the size of the font visible and constant.
 Paragraph and line spacing should be legitimate and
visually appealing
 Avoid short forms or slang (e.g. ‘u’ instead of ‘you’, ‘y’
instead of ‘why’, ‘r’ instead of ‘are’, etc.)

108. BASIC E-MAIL ETIQUETTES TO KEEP
IN MIND
1. Include a clear, direct subject line
 Examples of a good subject line include "Meeting date
changed," "Quick question about your presentation," or
"Suggestions for the proposal."
 People often decide whether to open an email based on the
subject line. Choose one that lets readers know you are
addressing their concerns or business issues.

109. 2. Use a professional email address
 If you work for a company, you should use your company
email address. But if you use a personal email account -
whether you are self-employed or just like using it
occasionally for work-related correspondences -you
should be careful when choosing that address.
 You should always have an email address that conveys your
name so that the recipient knows exactly who is sending
the email. Never use email addresses that are
not appropriate for use in the workplace, such as
"babygirl@" or "beerlover@”.

110. 3. Think twice before hitting 'reply all'
 No one wants to read emails from 20 people that have
nothing to do with them.
 Ignoring the emails can be difficult, with many people
getting notifications of new messages on their
smartphones or distracting pop-up messages on their
computer screens.
 Refrain from hitting "reply all" unless you really think
everyone on the list needs to receive the email.

111. 4. Include a signature block
 Provide your reader with some information about you.
 Generally, this would state your full name, title, the
company name, and your contact information, including
a phone number
 Use the same font, type, size and color as the rest of the
email.

112. 5. Use professional salutations
 Don't use laid-back, colloquial expressions like, "Hey you
guys," "Yo," or "Hi folks."
 The relaxed nature of our writings should not affect the
salutation in an email. Use Hi or Hello instead.
 Also don’t shorten anyone's name. Say "Hi Michael,"
unless you're certain he prefers to be called "Mike."

113. 6. Use exclamation points sparingly
 If you choose to use an exclamation point, use only one
to convey excitement.
 People sometimes get carried away and put a number of
exclamation points at the end of their sentences.
 Exclamation points should be used sparingly in writing.
7. Be cautious with humor
 Humor can easily get lost in translation without the
right tone or facial expressions. In a professional
exchange, it's better to leave humor out of emails unless
you know the recipient well. Also, something that you
think is funny might not be funny to someone else.

114. 8. Proofread every message
 Your mistakes won't go unnoticed by the recipients of your
email. And, depending upon the recipient, you may be
judged for making them.
 Don't rely on spell-checkers. Read and re-read your email a
few times, before sending it off.
9. Add the email address last
 You don't want to send an email accidentally before you
have finished writing and proofing the message. Even
when you are replying to a message, it's a good precaution
to delete the recipient's address and insert it only when you
are sure the message is ready to be sent.

115. 10. Keep your fonts classic
 For business correspondence, keep your fonts, colors, and
sizes classic.
 The cardinal rule: Your emails should be easy for other
people to read.
 Generally, it is best to use 10- or 12- point type and an
easy-to-read font such as Arial, Calibri, or Times New
Roman. As for color, black is the safest choice.