Business Etiquette – A way of Business Etiquette – A way of Corporate LifeCorporate Life

Sangeeta D ChakrabortySangeeta D Chakraborty

What is Business etiquetteWhat is Business etiquette

““etiquette is what you are doing etiquette is what you are doing and saying when people are and saying when people are looking and listening. What you looking and listening. What you are thinking is your business”are thinking is your business”

-Virginia Cary Hudson -Virginia Cary Hudson

Why its RequiredWhy its Required – –

As we become a more high-tech As we become a more high-tech society, the need for a sensitive, society, the need for a sensitive, personal touch in business increases.personal touch in business increases.

As John Naisbitt says in Megatrends, As John Naisbitt says in Megatrends, “whenever new technology is “whenever new technology is introduced into society, there must be introduced into society, there must be a counter balancing human response”. a counter balancing human response”.

No matter how intelligent or accurate No matter how intelligent or accurate your computer is, you must still your computer is, you must still interact with peopleinteract with people

““Good manners are cost effective. Good manners are cost effective. They increase the quality of life in the They increase the quality of life in the work place, contribute to optimum work place, contribute to optimum employee morale, embellish the employee morale, embellish the company image, and hence play a company image, and hence play a major role in major role in

generating profit.” generating profit.”

Talking of StatisticsTalking of Statistics - -

A U.S. office of Consumer affairs’ A U.S. office of Consumer affairs’ study showed that – study showed that –

Up to 90% of unhappy customers never Up to 90% of unhappy customers never complain about discourtesycomplain about discourtesy

91% will never again do business with the 91% will never again do business with the company that offended them. company that offended them.

In addition, the average unhappy customer In addition, the average unhappy customer will tell the story to atleast nine other will tell the story to atleast nine other peoplepeople

13% of unhappy customers will tell more 13% of unhappy customers will tell more than twenty people.”than twenty people.”

Shocked …….??!!

““A company becomes a company A company becomes a company you want to do business with you want to do business with because of people who work in it, because of people who work in it, so business etiquette has a very so business etiquette has a very definite relationship to the definite relationship to the bottom line. bottom line.

Good etiquette is good Good etiquette is good business!business!

What can we do ????????What can we do ????????

In Today’s business people must In Today’s business people must know how to walk into a room know how to walk into a room full of strangers and feel at ease. full of strangers and feel at ease.

They need to able to introduce They need to able to introduce themselves and others without themselves and others without feeling apprehensive.feeling apprehensive.

They should know when-and They should know when-and how-to make a phone call to how-to make a phone call to cheer or congratulate someone, cheer or congratulate someone, or when a handwritten note or an or when a handwritten note or an e-mail is in order.e-mail is in order.

They must know how to conduct They must know how to conduct themselves at company social themselves at company social functions and receptions, and functions and receptions, and understand the complexities of understand the complexities of the business lunch.the business lunch.

Some etiquette basicsSome etiquette basics

Train etiquette Train etiquette what about the rule what about the rule that on a bus, or subway men or that on a bus, or subway men or younger people must give up their younger people must give up their seats to women or older people?seats to women or older people?

Not any more-unless the people are Not any more-unless the people are handicapped or pregnant.handicapped or pregnant.

Of course, offering your seat is still a Of course, offering your seat is still a nice gesture.nice gesture.

Holding doorsHolding doors Yesterday’s etiquette dictated that a man had to Yesterday’s etiquette dictated that a man had to

back up and let a woman pass through a door first; back up and let a woman pass through a door first; a younger person had to do the same for an older a younger person had to do the same for an older person.person.

But today’s common-sense etiquette dictates that But today’s common-sense etiquette dictates that the person in the lead holds the door for the the person in the lead holds the door for the person in the rear.person in the rear.

If people of the same gender approach the door If people of the same gender approach the door together, the one in the higher position or the together, the one in the higher position or the considerably older usually enters first, while the considerably older usually enters first, while the other person holds the door for them.other person holds the door for them.

What about revolving doors?What about revolving doors?

If the woman is in the lead, she enters first and If the woman is in the lead, she enters first and pushes; the man follows and pushes and vice pushes; the man follows and pushes and vice versa.versa.

If someone is carrying an armful of files or If someone is carrying an armful of files or packages, the other person takes the lead in all packages, the other person takes the lead in all situations, regardless of sex or age.situations, regardless of sex or age.

According to a Chinese proverbAccording to a Chinese proverb – –

If you would be happy for one hour, take a If you would be happy for one hour, take a nap.nap.

If you would be happy for a day, go If you would be happy for a day, go fishing.fishing.

If you would be happy for a month, get If you would be happy for a month, get married.married.

If you would be happy for a year, inherit a If you would be happy for a year, inherit a fortune.fortune.

But If you would be happy for life, love But If you would be happy for life, love your work.your work.

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So What Are The Principles So What Are The Principles of impeccable work of impeccable work

behaviorbehavior

1.Be careful with your 1.Be careful with your appearanceappearance

Dress Appropriately so that you are noticed, but also Dress Appropriately so that you are noticed, but also don’t stand out.don’t stand out.

Your own organization’s style will dictate what is Your own organization’s style will dictate what is “appropriate”. Dress for the Position you want to “appropriate”. Dress for the Position you want to have & not the position you have. have & not the position you have.

For most businesses and most business For most businesses and most business occasions, conservative is best.occasions, conservative is best.

You will have more credibility in a jacket than You will have more credibility in a jacket than without, more credibility in long sleeves than in without, more credibility in long sleeves than in short, more credibility in conservative colors than short, more credibility in conservative colors than flashy.flashy.

2. Honor your working hours2. Honor your working hours

Working nine to five doesn’t meanWorking nine to five doesn’t mean that you arrive that you arrive at nine and leave at five.at nine and leave at five.

It means you It means you workwork from nine to five. from nine to five.

Socializing at the coffee pot or eating breakfast at Socializing at the coffee pot or eating breakfast at your desk does not constitute working. your desk does not constitute working.

Five minutes may not seem like much to you, but Five minutes may not seem like much to you, but it may seem like stealing to your manager or CEO, it may seem like stealing to your manager or CEO, especially a small or a busy office.especially a small or a busy office.

Spending 10 minutes on a personal phone call is Spending 10 minutes on a personal phone call is only a small part of an eight-hour day, but 10 only a small part of an eight-hour day, but 10 minutes a day equals 50 minutes a week-almost minutes a day equals 50 minutes a week-almost an hour of unproductive timean hour of unproductive time

If you start getting ready to leave at 4:45, charge If you start getting ready to leave at 4:45, charge out of the office at 4:49, and screeching out of the out of the office at 4:49, and screeching out of the parking lot, you’ll give the impression that you parking lot, you’ll give the impression that you can’t wait to leave-not a professional attitude.can’t wait to leave-not a professional attitude.

If you cut short a telephone conversation with a If you cut short a telephone conversation with a customer because it is quitting time, you may lose customer because it is quitting time, you may lose business business

If you arrive at a meeting late your actions say, If you arrive at a meeting late your actions say, “my time is more valuable than yours; you aren’t “my time is more valuable than yours; you aren’t important to me.”important to me.”

Those few extra minutes may make a big Those few extra minutes may make a big difference in a way you are considered for difference in a way you are considered for promotions or raises.promotions or raises.

3.Be friendly3.Be friendly When you are new, you need people to help you When you are new, you need people to help you

with your duties, explain procedures, and show you with your duties, explain procedures, and show you where to get information or material you’ll need.where to get information or material you’ll need.

Make an extra effort to get along with everyone, Make an extra effort to get along with everyone, but don’t try too hard. but don’t try too hard.

Ask your new coworkers to have lunch with you; Ask your new coworkers to have lunch with you; lunch is a great opportunity to get to know each lunch is a great opportunity to get to know each other.other.

Remember that offices work best when individual Remember that offices work best when individual efforts supports the team effortefforts supports the team effort

4. Keep personal information 4. Keep personal information to yourselfto yourself

Friendliness aside, don’t let your life become the Friendliness aside, don’t let your life become the office soap opera.office soap opera.

When someone asks, “how are you?” don’t spill your When someone asks, “how are you?” don’t spill your guts.guts.

Some of the information could be used against laterSome of the information could be used against later If you can’t control your mood or your mouth, be If you can’t control your mood or your mouth, be

quietquiet The same advice goes, of course, for sticking your The same advice goes, of course, for sticking your

nose into others’ personal business.nose into others’ personal business. Never discuss or question salary or any other Never discuss or question salary or any other

confidential or personal information with co workersconfidential or personal information with co workers

5. Be positive and supportive5. Be positive and supportive When your day isn’t going the way you hoped it When your day isn’t going the way you hoped it

would, try to look at the positive side of things-and would, try to look at the positive side of things-and people.people.

You’ll be surprised how quickly you can turn a bad You’ll be surprised how quickly you can turn a bad day into a good one.day into a good one.

Believe in your co-workers and back them up in Believe in your co-workers and back them up in publicpublic

When your manager makes a decision, give your When your manager makes a decision, give your wholehearted support to it, at least in front of wholehearted support to it, at least in front of others. Make others look good at every opportunity.others. Make others look good at every opportunity.

Managers, especially need you to look, talk, write, Managers, especially need you to look, talk, write, and act like a positive, supportive representative.and act like a positive, supportive representative.

Your professionalism reflects both on your Your professionalism reflects both on your manager and your organizationmanager and your organization

6. Keep an open mind6. Keep an open mind

Make informed judgments, avoid jumping to Make informed judgments, avoid jumping to conclusions, evaluate what you see in conclusions, evaluate what you see in addition to what you hear, and don’t be addition to what you hear, and don’t be party to gossipparty to gossip

Establishing yourself as professional means Establishing yourself as professional means that you show respect for othersthat you show respect for others

7. Follow 7. Follow throughthrough

We all get a little tired, especially by late afternoon, We all get a little tired, especially by late afternoon, but the job you tackle at 5:00 P.M. means as much as but the job you tackle at 5:00 P.M. means as much as the one you start at 8:00 A.M.the one you start at 8:00 A.M.

Cover every angle of a project, and don’t wait to be Cover every angle of a project, and don’t wait to be reminded that you need to finish a project.reminded that you need to finish a project.

Be accurate.Be accurate.

Check and double-check to make sure things are Check and double-check to make sure things are going smoothly and the way you planned.going smoothly and the way you planned.

Be realistic about how long an assignment will take, Be realistic about how long an assignment will take, and let others know ahead of time if you anticipate a and let others know ahead of time if you anticipate a delay.delay.

Set deadlines and meet them. Set deadlines and meet them.

8. Communicate8. Communicate Our job knowledge ranks above communication skills as a Our job knowledge ranks above communication skills as a

factor for workplace success.factor for workplace success.

If a conflict arises or if someone makes a mistake, remember If a conflict arises or if someone makes a mistake, remember that everyone is human & try to keep things within yourselves that everyone is human & try to keep things within yourselves or max b/w seniors don’t spread it around.or max b/w seniors don’t spread it around.

Managers want you, however, to go through the channels of Managers want you, however, to go through the channels of proper communication proper communication

Don’t go over their heads, and don’t bring things to them that Don’t go over their heads, and don’t bring things to them that don’t concern themdon’t concern them

If you want to disagree with them, do it tactfully, with a If you want to disagree with them, do it tactfully, with a positive alternative, and during a high point in a day.positive alternative, and during a high point in a day.

9. Listen9. Listen

Speaking and listening are twin skills in Speaking and listening are twin skills in communication.communication.

Both sides must play a part for Both sides must play a part for communication to occur, and you can communication to occur, and you can learn best by listening to what others learn best by listening to what others know.know.

Ask questionsAsk questions.. Hear how other people organize their Hear how other people organize their

ideas, how they respond to changes ideas, how they respond to changes in proceduresin procedures

10. Solve your own problems10. Solve your own problems When you do have to present a problem, bring When you do have to present a problem, bring

possible solutions, too.possible solutions, too.

Don’t complain about things that can’t be changed, Don’t complain about things that can’t be changed, and don’t blame others when you make a mistakeand don’t blame others when you make a mistake..

Accept responsibility when you have made a mistake, Accept responsibility when you have made a mistake, and work harder to make sure that it does not and work harder to make sure that it does not happen again.happen again.

Learn to accept criticism gracefully without Learn to accept criticism gracefully without defensiveness. defensiveness.

11. Work hard11. Work hard Be ready and willing.Be ready and willing. Take on new responsibilities, and do more than Take on new responsibilities, and do more than

others expect.others expect. Don’t be content to do only what’s expected of Don’t be content to do only what’s expected of

you or use the excuse that “it’s not my job”.you or use the excuse that “it’s not my job”. Look for areas in which you can do more and Look for areas in which you can do more and

make yourself more valuable.make yourself more valuable. Volunteer for special projects.Volunteer for special projects. Those who wait to be told what to do continue to Those who wait to be told what to do continue to

be told what to do, and their value seldom be told what to do, and their value seldom increasesincreases

12. Be assertive, but not 12. Be assertive, but not aggressiveaggressive

What’s the difference?What’s the difference?

Assertiveness is appropriate behavior for the Assertiveness is appropriate behavior for the situation at hand.situation at hand.

It’s standing up for your rights without infringing It’s standing up for your rights without infringing on the rights of other people.on the rights of other people.

Aggressiveness is strong, overpowering, often Aggressiveness is strong, overpowering, often abusive behavior. It’s rude, crude, and abrasive abusive behavior. It’s rude, crude, and abrasive

13. Don’t be in too big hurry to 13. Don’t be in too big hurry to advanceadvance

Learn as much as you can in the job you Learn as much as you can in the job you have now.have now.

Think ahead. Plan.Think ahead. Plan.

It’s like growing up: no matter how eager It’s like growing up: no matter how eager you are, it takes a certain amount of time.you are, it takes a certain amount of time.

Try to enjoy what you have while it is yours.Try to enjoy what you have while it is yours.

14. Leave gracefully14. Leave gracefully If you don’t have the job very long, keep your If you don’t have the job very long, keep your

disappointment-or your extreme happiness-to yourself.disappointment-or your extreme happiness-to yourself.

Just be cordial and say your good-byes quietly.Just be cordial and say your good-byes quietly.

Never bad-mouth the people who have put money in your Never bad-mouth the people who have put money in your pocket.pocket.

If some one leaving, respect that person’s privacy as much as If some one leaving, respect that person’s privacy as much as your own.your own.

Even if they have resigned, and you can’t understand why, Even if they have resigned, and you can’t understand why, respect their opinion.respect their opinion.

They are still the same people-they just chose not work there They are still the same people-they just chose not work there any longerany longer

Thank youThank you