Five Good ReasonsFive Good Reasonsfor a Global Etiquettefor a Global Etiquette

Not Aping, but Openness !

Cross-Cultural Sensitivity…

Knowledge facilitates Networking!

Reflected Appraisals & Self-Esteem!

Managing ‘Moments of Truth’!

Moments of Truth!Moments of Truth!

People form impressions about us,our upbringing, our organisation andour country… even from a chance encounter!

Corporate and Personal Brand Values!

A Culture of Respect and TQM!

Respect Differences! An attitude of Openness,

not Rejection and Ridicule Never take liberties with people!

Brand India! - Brand___Brand India! - Brand___

Brand … is a set of impressions that sit on the consumers’ mind and is the basis of a relationship.- Tom Blackett, Dy Chmn, ‘Interbrand Group’

Brand Image is based onValues or Qualities

Brand Image can be cultivated

Brand Values make for Brand Equity

As a unique ‘brand’, what are your Brand Values?

Cross-Cultural Greetings!Cross-Cultural Greetings!

High Self-Esteem and Respect for others“Namaste!”

“How do you do?”

“How are you?”

Comfortable Eye Contact- Avoidance can raise RAS!

Cross-Cultural GreetingsCross-Cultural Greetings

Shaking Hands

Gentlemen could wait for lady to offer her hand Ladies are expected to offer their hand…

Bend forward slightly:Give a Vertical Handshake

Keep Garlic Distance:Social Distance: neither Personal nor Public!

Limp handshake 1 2 3 4 5 Power Grip

Kissing the Air!

Formal IntroductionsFormal Introductions

Introduce a gentleman to a woman;Juniors to seniors; young to oldExcept in the case of VIPs…Person being introduced mentioned last…

May I introduce…Let me introduce…Ms… I would like you to meet…Don’t use Mr or Ms with first name.In formal situations, avoid first names

How not to introduce!How not to introduce!

Visiting CardsVisiting Cards

Hand over and receive gracefully Offer your card with text facing the receiver With both hands

(Japan, Singapore…) Don’t stuff card in pocket at first opportunity Read the Card and register the details Respect and Remember Names Double check pronunciation of names If from same organisation, give Cards last...

Polite Expressions…Polite Expressions…

Excuse me!

Sorry…

Thank you…

Please...

After You…

Polite LanguagePolite Language

Ask, Don’t tell… Would you like to ? May I help you ? Could you ?

Politely check whether you could join someone at a table, enter a room or office, or use the phone if the person you phone has the time

Interpersonal EtiquetteInterpersonal Etiquette

Territorial Imperative: Distances in different cultures

Restricted Use of Physical Touch

Garlic Distance Body Orientation & Stance Comfortable Eye Contact Personal Hygiene (Deodorants) Open Body Language

Closed Body LanguageClosed Body Language

Avoid prolonged or habitual: fingerpointing or aggressive gestures

arms crossed across the chest

fig-leaf position

hands stuck in pockets

military or ‘vishram’ position

stiff, slicing or distractingly fast movements

Open Body LanguageOpen Body Language

Gestures … which pull people in (not push them away!)

… convey openness, receptivity

… hands visible (‘above board’)

… smooth, (possibly) circular flow of hands

… comfortable, fluid, easy and reassuring.

Cluster and Congruence

Mirroring...Mirroring...

Mirroring

- Families… Peers… Professional Groups…

- Organisations...

When in Rome do as the Romans!

More Light & Less Noise!More Light & Less Noise!

Avoid Loudness From the morning gargle & throat clearing To the post lunch belch or burp From sneezing to coughing!

Avoid ‘trumpeting’ noises while blowing your nose

Avoid speaking loudly in public places, including on mobiles

Personal Hygiene!Personal Hygiene!

Start the day with water! (2/3 glasses) Eau de toilette! (after bath)

Deodorants In cold countries, avoid spicy foods

Rinse mouth after food; use Mouth fresheners Clothes smell of food in closed houses!

Avoid public cleaning of :Ears, teeth or picking the nose…

Moustache properly trimmed... Nails cut short, clean: well manicured

Across the Table

Breakfor

Level 1 and Level 2 Learningand

Questionsand

Level 3 or SPLIs

Moments of Truth!Moments of Truth!

People form impressions about you, your upbringing, your organisation and your country… even from a chance encounter!

What does your communication, behaviour and expertisesay about you and your organisation?

What kind of energy do you radiate?

Do you make an Impact?

First Impressions!First Impressions!

Can you help theFirst Impression you make?

EMAC makes a difference!

Self-talk and Self-Esteem!Self-talk and Self-Esteem!

The most influential person

who will talk to you all day

is you,

so you should be very careful

about what you say to you.

- Zig Ziglar

How we come across...How we come across...

People have an image of us in their minds:- Some stereotypes (S/he is like that… does this…)

- Different people, different images? A para on how you think others see you...

We have an image of ourselves:- Shaped by Reflected AppraisalsShaped by Reflected Appraisals- The messages we give ourselvesThe messages we give ourselves- High Self-esteem (Liberating beliefs)High Self-esteem (Liberating beliefs)- Low Self-Esteem (Limiting beliefs)Low Self-Esteem (Limiting beliefs)

- Ten Adjectives that describe you...

Presence Checklist!Presence Checklist!(Tick CTQs…)(Tick CTQs…)

High Self-Esteem (Stand and Walk Tall !) High Calm & Positive Energy (Tone & Volume) Focused Content Grooming Alertness and Initiative Comfortable Eye Contact Etiquette Quality Attention and Time Open Body Language Assertive Self-Expression & Participation An Inclusive Mindset

Which kind are you?Which kind are you?

There are two kinds of people in this life.

Those who walk into a room and say,

“Well, here I am.”

And those who walk in and say,

“Ahh, there you are!”

Let us each strive to be an

“Ahh, there you are!” person.

- Leil Lowndes

Small Talk...Small Talk...

Smile and keep eye contact!

Weather… Ideas… Places… Happenings…Enthusiasms… Passions… Hobbies… Talent...

Be genuinely interested in people around you.

Be sensitive to names…

Gentle, not inquisitive Questions…

Look for shared interests…

Compliment genuinely!

Seek and listen attentively to others’ views…

Small Talk...Small Talk...

Don’t contradict tactlessly! Avoid arguing!

Avoid putting words in others’ mouth...

Avoid bluff! It’s easier to remember the truth!

Check the urge to go on and on and on...

Apologise if you inadvertently hurt feelings

Be good humoured, but avoidhumour which targets any group!

Be careful not to show any Exit Signals

Reach Out!Reach Out!- Let’s go Party! -- Let’s go Party! -

Confidence & Positive Energy Eye Contact Tone and Language (Politeness, Articulation etc)

Handshake / Greeting Open (friendly) Body Language Quality of Small Talk/Questioning Distance (Personal, Social, Public?) Name Recall

Breakfor

Level 1 and Level 2 Learningand

Questionsand

Level 3 or SPLIs

Formal Attire!Formal Attire!

Sober, not loud colours!

AAEESSTTHHEETTIICCSS

PerfumesPerfumes

Eau de Toilette / Cologne (4% to 8 %)

After Shave ( 1% to 3 %)

Eau de Parfum ( 8% to 15%)

Perfumes (16% to 30 %)

Deodorants

AAEESSTTHHEETTIICCSS

Sharpen the Saw!Sharpen the Saw!

Workplace EtiquetteWorkplace Etiquette

Group Norms: Essential Formality !Mirroring & Group Identity.

Discipline, Deadlines, Commitments

Your Workplace as an extensionof your personality

Détente: Cordiality, not indifference

Your value doesn’t go up by running others down

Workplace EtiquetteWorkplace Etiquette

Keep your Commitments

Meet your deadlines and targets

Stretch! (Time, Quality, Quantity)

Keep People in the loop!

Quick Response Time!

Breakthrough Thinking, not Deadend…

Always be open to feedback!

Meetings Etiquette…Meetings Etiquette…

Think Things Through. Always go prepared. Multiple Options Thinking Reference material; Notes: PPT; Stationery.

Creatively Visualise Success!

Early, not late! Never keep people waiting; never interrupt a

meeting with your latecoming

Meetings EtiquetteMeetings Etiquette

Think and Speak in terms of ‘We’ and ‘Us’, instead of ‘They’ or ‘It’ or ‘I’ and ‘Me’

Stay focussed Avoid speaking out of turn. Avoid interrupting. Stay open to others; Encourage them:

Try to pull people in! Speak with conviction!

Keep eye contact and be attentive!

Breakfor

Level 1 and Level 2 Learningand

Questionsand

Level 3 or SPLIs

Formal and Casual...Formal and Casual...

Avoid taking liberties with peopleeven in first name situations.

Informality does not meanyou take people for granted.Or behave casually or disrespectfully.

Respect peoples’ age, position, learning …

Choose Refinement and Culture, not Boorishness and Low Quality.

Offer pens/pencils with writing end facing you…

When two Englishmen meet, their first talk is of the weather. – Samuel Johnson (1709-84)

Gratitude is the most exquisite form of courtesy.- Jacques Maritain