The document discusses business etiquette and proper conduct in professional settings. It covers etiquette guidelines for dress, punctuality, email communication, telephone usage, and general workplace behavior. Some key points include dressing appropriately and professionally for the office, being punctual and avoiding unnecessary absences, using formal greetings and signatures in emails, focusing on the caller and avoiding personal calls on work phones, and maintaining a respectful attitude. The overall message is that following basic etiquette rules creates a positive work environment and improves professional image and interactions.

1. Understanding
Business Etiquette

2. Business Etiquette
Etiquette is a set of norms that relate to the
professional image of your organization as well as
your career.

3. Business Etiquette
We are all born with certain innate qualities, (good
and bad), depending on the socio economic group
which we are born in.
These qualities need to be refined and molded to suit
our society needs, and the mother is the first one to
do this knowingly or unknowingly.
Then comes the teacher when the child joins formal
education, the SCHOOL.
But doing it knowingly brings good results as the
goals are already set.

4. Business Etiquette
Learning is a continuous process.
Because goals and needs keep changing.
Etiquette is an acquired quality gained through
learning.
Environment plays an important role towards
developing good behavior (etiquette).
There fore, to develop good etiquette the atmosphere
at home /school or work place shall be conducive.
We have already crossed the initial two stages, ie
home and school.

5. Business Etiquette
Now let us concentrate on the work place, and try to
develop good etiquette among ourselves.
This can be achieved by setting minimum corporate
behavioral standards, and stick to them meticulously.
This will create a better working atmosphere.

6. Business Etiquette
Pride:
Take pride in your work and the company.

7. Business Etiquette
Punctuality:
Punctuality is the greatest asset of an employee.
It reflects ones approach towards his/her work.
Be punctual and maintain the prescribed official
timings.
Avoid leaves on unimportant grounds.
Before proceeding on leave brief your colleague or the
in charge about the pending works.

8. Business Etiquette
Dress:
Always wear formal dress, with special attention to
colour and combination.
Always be simple and decent in dressing.
People judge us by the way we look and that includes
the way we dress.
Especially in work place clothing significally
influences how others perceive you and how they
respond towards you.
Your appearance strongly influences other peoples
perception of your financial success, authority, trust
worthiness, intelligence and suitability for hire and
promotion.

9. Business Etiquette
E mail:
Internet and LAN connections have minimised the
paper work, and communication has become
simplified.
The official work and communication is done
through e mails.
Therefore, all must follow certain guide lines to make
these mails more effective, E mails should reflect
professionalism.
Message and language shall be clear and to the point.
The sentences shall be simple avoiding spelling
mistakes.
Avoid uncommon abbreviations.

10. Parts of an E-Mail
Greeting
Using a name in the greeting:
Ensures recipient that message is for
him/her.
Is a social nicety.
Develops rapport & connection.
Creates a more professional impression

11. Parts of an E-Mail
Deciding on the title:
Formal greeting – Use Mr. or Ms.
E.g.: “Mr. Dr IVNS Raju” or “Ms. Dr S Pallavi”
Informal greeting – Use only first name
E.g.: “Madan”
Casual Greeting – Use full name without
title
E.g. “June Prince”

12. Spacing
Spacing the Greeting:
Use a double space between the greeting
and message.
Spacing the Message Body:
Sentences within a paragraph are single
spaced.
Use a double space to separate paragraphs.
Use a double space between the last
sentence and the closing.

13. Subject Line
 How do you ensure that your email is opened?
By using a good choice of wording in the
subject line.
 What is the purpose of the subject line?
To allow the reader to see at a glance what the
message is regarding.
How important is the subject line?
The subject line is vital! It’s arguably the
most important line you write in an email.

14. Subject Line
All incoming mails may be replied as early as possible
with complete information required. If there is going
to be any delay in replying, try to acknowledge it, as
the sender may be eager to know the status of his
mail.

15. Closing
Choice of words:
Use “Sincerely” or “Regards”
Punctuation in closing:
Use comma
E.g.: Sincerely, Regards,

16. Replying to Email
Two ways to reply:
Maintain the “thread”.
Use this to reply to the message.
Create a new message.
Use this when addressing a new topic.
 Read each mail completely and understand the
contents before replying.
 In case of doubt try to get clarifications.
 Replies shall be brief but informative.

17. Forwarding
 Disadvantages of Forwarding:
Violation of privacy.
 Too many addresses make the message cumbersome.
 2 options regarding forwarded messages:
Forward the message after deleting the list of addresses.
Copy the information and paste it into a new message
window.

18. Business Etiquette - Telephone
Telephone:
Before you answer, be prepared:
Have your computer switched on.
Have pens, pencils and notepad ready.
Do not lift the phone while speaking to others.

19. Business Etiquette - Telephone
Telephone:
In answering the phone:
Answer calls promptly by the second or third ring.
Smile as you pick up the phone.
Use your ‘telephone’ voice, controlling your volume and
speed.
Project a tone that is enthusiastic, natural, attentive
and respectful.
Greet the Customer, identify your Company and
yourself.

20. Business Etiquette - Telephone
Understand the importance of the caller and the
subject discussed.
Conversation shall be business oriented and
concentrated.
Avoid sharing unconfirmed information.
In the course of the conversation:
Focus your attention on the Customer. Speak
distinctly , Using simple English. Use action specific
words and directions. Use the Customer’s name
during the conversation.Keep the communication
clear and get the full details before speaking.

21. Business Etiquette - Telephone
Avoid forbidden phrases:
“ I don’t know.”
“I/we can’t do that.”
“You’ll have to….”
“Just a second.”
“No.”

22. Business Etiquette - Telephone
The first step in handling an Irate Caller is to simply
hear the other person out. Listen intently. Allow the
Customer to vent some frustration.
Empathizing allows you to understand another
person’s motives without requiring you to agree with
them.
Return the call when missed.
Follow up on request and inform the status.
Seek clarifications if required.

23. Business Etiquette - Telephone
Avoid personal calls/conversation on official phone.
Ensure you are not disturbing others by speaking
loudly on phone.
 be obedient to superiors
and
loyal to the company.

25. Thank You