The document outlines key aspects of business etiquette, focusing on eye contact, email, voicemail, voice tone, and telephone conduct. It emphasizes the importance of comfort, confidence, and connection in eye contact, professional email communication practices, and the impact of voice tone on message delivery. Additionally, it provides guidelines on proper telephone etiquette to create favorable impressions and engage effectively with callers.

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2. BUSINESS ETIQUETTE
•BUSINESS ETIQUETTE IS SET OF MANNER THAT
ACCEPTED OR REQUIRED IN A PROFESSION.
•ETIQUTTE IS EXPECTED BEHAVIOUR AND
EXPECTATION FOR INDIVIDUAL ACTIONS WITH IN
SOCIETY , GROUP OR CLASS.
•ETIQUTTE IS NOT ABOUT RULES AND
REGULATIONS WHAT IS ABOUT PROVIDING
BASIC SOCIAL COMFORT AND CREATING
ENVIORNMENT WHERE OTHER FEELS
COMFORTABLE AND SECURE.THIS IS POSSIBLE
THROUGH BETTER COMMUNICATION AND SOCIAL
MEDIA COMMUNICATION PLATFORMS………
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3. TOPICS TO BE DISCUSS
EYE CONTACT
EMAIL AND VOICE MAIL
ETIQUETTE
VOICE TONE
TELEPHONE ETIQUETTE
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“ The state in which two
people are aware of
looking directly into one
another's eyes ”
Eye contact occurs when
"two people look at each
other's eyes at the
same time.“

6. 3 Reasons why we
make eye contacts
It shows that you are
Comfortable
Confident
Connected
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7. COMFORTABLE
Eye contact shows that you
are
Comfortable with the content
Comfortable with the audience
Comfortable with the knowledge
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8. CONFIDENT
Eye contact shows that you are
Confident about the knowledge
Confident of being able to answer
any doubts
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9. CONNECTED
Eye contact shows that you are
 Happy to connect with your audience
 Open to their points of views and thoughts
 Not closed to their ideas
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10. Initial step to improve
Eye Contact
Practice presentation in front of Mirror by
maintaining eye contact with yourself.
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11. Turn your shoulders and head to
face the other person's eyes.
Opening up your body
to the other person tells
them you are listening
and ready to
communicate. It also
makes eye contact easier
and more natural to
maintain. Position
yourself a few feet away
from the other person's
face
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12. Choose a focal point near
the eyes.
Choose a focal point
near the eyes. Most
commonly, this is one
of the other people's
eyes, but if your are
uncomfortable you
can look between their
eyes, just under or
above the eye, or at the
earlobe 12

13. Make gentle eye-contact.
Think of how you would
look at a painting or
great view you are not
focusing intently on
their eye but instead
looking at them gently.
Relax your gaze by
breathing slowly as you
make eye-contact and
nodding occasionally
while you listen.
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14. Break eye contact briefly
every 5-15 seconds.
Too much eye-contact
can be as off-putting as
none at all. While you
don't need to count the
seconds, you should
look away every once in
a while to keep the
conversation light and
easy, but only for a few
second.
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15. TALKING IN GROUP
WHEN TALKING IN A
GROUP OF PEOPLE IT
IS GREAT TO HAVE
DIRECT CONTACT
WITH YOUR LISTENER
DON’T MAKE THE
MISTAKE OF
MAINTAINING EYE
CONTACT WITH JUST
ONE PERSON AS THIS
WILL STOP THE OTHER
MEMBERS OF THE
GROUP FROM
LISTENING 15

16. EXPRESS EMOTIONS WITH
YOUR EYES
EYE CONTACT
ESTABLISH A
COMMUNICATION
PATH BUT IT IS ONLY
VALUEABLE IF YOU
DELIEVER MEANING
KEEP YOUR EYE ALIVE
SHOW HAPPINESS,
SADNESS, SURPRISE ,
EXCITMENT
CONFUSION OR
WHATEVER EMOTION
MATCHES YOUR
WORD AT A GIVEN
TIME
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18. 18
E-mail means "electronic
mail," is one of the most
widely used features of
the Internet, along with
the web. It allows you to
send and receive messages
to and from anyone with
an email address,
anywhere in the world.

19. E-Mail Etiquette
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The purpose of e-mail etiquette:
Professionalism.
Efficiency.
Security.

20. E-MAIL ETIQUITEE
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 KNOW YOUR INTERNAL POLICES
 KEEP RESPONE CONCISE
 ANWER QUESTIONS ASKED IN
ORIGINAL E-MAIL
 USE PROPER PUNCTUATION,
GRAMMAR AND SPELLING

21. E-MAIL ETIQUITEE
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PERSONALIZE YOUR E-MAIL,
AVOID UNNECSSARY FILE
ATTACHMENTS.
CHECK GOR PROPER LAYOUT.

22. E-MAIL RULES
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 DO NOT USE ALL CAPITAL
LETTERS!
 Read message thoroughly before
sending.
 Know when to “reply to all”.
 Don’t abbreviate.
 Delete chain letters immediately

23. E-MAIL RULES
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 PROTECT CONFIDENTIAL INFORMATION.
 CLEARLY IDENTIFY THE SUBJECT.
 AVOID UNPROFESSIONAL LANGUAGE.
 MINIMIZE USE OF BOLD FONT.
 USE BLIND CARBON COPY(BCC) WHEN
INDIVIDUALS DON’T KNOW EACH OTHER

24. FORMAT OF EMAIL
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26. VOICE MAIL ETIQUTTE
 A voicemail message from your business's top client
could make or break your business, so provide an
appropriate greeting on your voicemail system and
get back to the caller as soon as you can.
 When you record your voicemail greeting, remember
that you're at work and not at home. Record a
professional greeting that includes your name and
your business's name
 When you leave a message on someone else’s
voicemail system, the first thing to do — before
leaving the message — is give your name, your
company affiliation, your telephone number, and
the date and time of your call.
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27. VOICEMAIL ETIQUETTE
 Let callers know when you will return their call.
Extended absences .
 Let callers know when you will be returning and how
they can contact an alternate person if needed.
Keep It Short & Simple (KISS) .
 Keep recording to a maximum of about 15 seconds.
 Take your time while recording, and sound sincere.
 Check messages daily .
 Return messages within 24 hours
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29. VOICE TONE
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Tone of voice plays a major role in getting
a message across it is very useful in
expressing emotions or opinions your
tone of voice is such an important part
of communication.
“Tone of voice is most basically define as
quality of person and voice “

30. Learn to control your
voice tone(factor)
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Pacing
Volume
Inflection
Word choice
Silence

31. Pacing
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Pacing deals with your rate of speech or
the speed of your talking. Slowing
your pace increase your authority as
well as clarity. Most of us speak too
fast usually we get nervous and
worried so if are stumbling over
words, you are speaking too fast. The
key to controlling your pace is
learning to pause

32. Volume
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 Volume indicate the
degree of loudness to
your voice, your energetic
involvement in a topic
 Increasing and
decreasing the volume of
your voice demands
attention
 Important information is
both volume pitch tends
to rise

33. Inflection
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Inflection refers to ups and
downs in talking inflection
helps to signal to your partner
what’s important and may
even indicate emotional state

34. Word Choice
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Its means what word
use to convey your
message. Through
words may have
specific definition our
lifetime of experience
with a word and
someone else meaning
might be quite
different

35. Silence
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In voice tone, silence is
most powerful uses of
your voice. Silence keeps
attention and give you
an opportunity to take in
information about the
audience your ability to
stand in silence before
the audience demonstrate
authority and confidence

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37. TELEPHONE ETIQUETTE
 Proper telephone etiquette is very
important in that you are representing
your department and the
organization.
 Remembering to use proper telephone
etiquette, weather answering the phone
or making phone calls, leaves callers
with a favorable impression of you,
your department.
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38. Ways to Sound as Good as
You Really Are!
 Alertness
◦ Show that you are wide-awake, ready
to engage in a conversation
 Pleasantness
◦ Put a smile in your voice 
 Naturalness
◦ Use simple, straightforward lang.
◦ avoid technical terms/slang
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39.  Distinctiveness
◦ Speaks directly into the phone.
◦ Use a normal tone of voice, the louder
you are, the louder everyone else
becomes
 Expressiveness
◦ Talk at a moderate rate and volume,
but vary your voice tone
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40. Don’ts
 Sound Tired 
 Speak in a Shrill Voice
 Speak Negatively
 Ramble
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41. Do’s
 Smile  (they really can hear it!)
 Speak Clearly and Concisely
 Be Enthusiastic
 Lower the Pitch of your Voice
 Talk in a Positive Mood
 Listen/Discuss
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42. Create a Good First Impression
 Try to answer the phone on the SECOND
ring
 Answer with a friendly greeting
 Smile  - it shows, even through the
phone
 Ask the caller their name, even if their
name is not necessary for the call, and
use it!
 Keep the phone two-finger widths from
your mouth
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43. Putting Callers on Hold
 Always ask for permission
 Examples
◦ “Would you holding while I get your file?”
◦ “Can you hold briefly while I see if Mr.
VISHAL is available?”
 Always thank the caller for holding
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44. Taking Phone Messages
 Phone Message should always include:
◦ Caller’s name and company name (if
applicable)
◦ Time and Date of call
◦ What the call is regarding (if possible)
◦ If a follow up or return call is needed
◦ Phone number (office or home)
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45. Last Impressions
 Before ending the call, always…
◦ Make sure you answered all the caller’s
questions
◦ Always end with e pleasantry:
 Have a nice day
 It was nice speaking with you
◦ Let the caller hand up first
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47. ANY QUESTIONS
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?