to 2002/bssc introduction to business etiquette just the basics…

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Introduction to Introduction to Business EtiquetteBusiness Etiquette

Just the basics…Just the basics…

AgendaAgenda

Why Business Etiquette?Why Business Etiquette? The BasicsThe Basics Business MeetingsBusiness Meetings Telephone EtiquetteTelephone Etiquette PractisePractise

Why Business Why Business Etiquette? Etiquette?

Case StudyCase Study

John was a corporate banker at an John was a corporate banker at an International Bank. At a business International Bank. At a business lunch with his boss and two potential lunch with his boss and two potential clients from Thailand and Indonesia, clients from Thailand and Indonesia, he ordered a steak & pork chop he ordered a steak & pork chop combo and had a few glasses of wine. combo and had a few glasses of wine. He tried to make small talk about the He tried to make small talk about the movie “Annie and the King” movie “Annie and the King”

What happened ? What happened ?

Case Study (Answer)Case Study (Answer)

The next day, John was not a The next day, John was not a corporate banker at an international corporate banker at an international bank.bank.

Why bother ? Why bother ?

The opportunity :The opportunity : First impressions count First impressions count

– Build a positive imageBuild a positive image– Be taken seriouslyBe taken seriously

Mastery of business & social Mastery of business & social situations = job competence (?)situations = job competence (?)

No second chancesNo second chances

The negativeThe negative

People remember – avoid future People remember – avoid future deathdeath

Closed business communityClosed business community Loss of goodwillLoss of goodwill

etiquetteetiquette“rules governing socially acceptable

behavior”

Military ProtocolMilitary Protocol

Business etiquette has Business etiquette has its roots in military its roots in military protocolprotocol

Rank is fundamentalRank is fundamental Rank is dependant on Rank is dependant on

experience, seniority experience, seniority and promotion.and promotion.

In the military, rank In the military, rank equates to greater equates to greater discretion, perks and discretion, perks and rewards – same as the rewards – same as the corporate sector.corporate sector.

Case studyCase study

Sheryl was a receptionist at a Sheryl was a receptionist at a prestigious accounting firm. One day, prestigious accounting firm. One day, the firm’s oldest and richest clients the firm’s oldest and richest clients entered the office. Instead of entered the office. Instead of greeting her as Mrs Lee, Sheryl greeting her as Mrs Lee, Sheryl wanted to project a friendly image wanted to project a friendly image and greeted her “Good Morning and greeted her “Good Morning Mabel, how are you?”Mabel, how are you?”

What happened ? What happened ?

Case Study (Answer)Case Study (Answer)

Consequence:Consequence:

Mrs Lee canceled her services with the Mrs Lee canceled her services with the firm as she felt the receptionist was firm as she felt the receptionist was rude and not well trained.rude and not well trained.

The Singapore ContextThe Singapore Context

RHQ for MNCsRHQ for MNCs Multiracial society with majority Multiracial society with majority

Chinese populationChinese population Dominated by GLCsDominated by GLCs Westernised(?) business culture Westernised(?) business culture

Some BasicsSome Basics

Really Basic StuffReally Basic Stuff

Be courteous Be courteous Consider others feelingsConsider others feelings Treat conflict as situational Treat conflict as situational Apologise if you make a mistakeApologise if you make a mistake Don’t raise your voiceDon’t raise your voice No harsh or derogatory languageNo harsh or derogatory language Don’t interruptDon’t interrupt Don’t be familiarDon’t be familiar

Business MeetingsBusiness Meetings

Before the MeetingBefore the Meeting

Plan and communicate in advance: Plan and communicate in advance: – What is the objective of the meeting ? What is the objective of the meeting ? – The agendaThe agenda– Decide on participants-no warm bodiesDecide on participants-no warm bodies

Confirm with participants one Confirm with participants one working day before the meetingworking day before the meeting

When is the proper time to When is the proper time to arrive for the meeting ?arrive for the meeting ?

If the meeting is at a If the meeting is at a client/customer/etc location : client/customer/etc location : – Be on timeBe on time– Not more than 5 minutes earlyNot more than 5 minutes early

If you are hosting the meeting be If you are hosting the meeting be early enough to check the facilties early enough to check the facilties etc.etc.

IntroductionsIntroductions Stand up for introductionsStand up for introductions

Give a firm handshakeGive a firm handshake

Identify the Senior PersonIdentify the Senior Person– The client or any person outside the organisationThe client or any person outside the organisation– The person with the higher rankThe person with the higher rank

Name of Senior Person to be mentioned firstName of Senior Person to be mentioned first– E.g. SM Lee, I would like to introduce you to Mr TanE.g. SM Lee, I would like to introduce you to Mr Tan– E.g. DSBM , please meet our top student Shirley E.g. DSBM , please meet our top student Shirley

Wong.Wong.

The Business CardThe Business Card

Handed out during introductionsHanded out during introductions Use two hands to hand out your card with Use two hands to hand out your card with

the card orientated towards the receiver.the card orientated towards the receiver. Receiving a cardReceiving a card

– Accept the card with two handsAccept the card with two hands– Study the card brieflyStudy the card briefly– The card can be placed on the meeting table The card can be placed on the meeting table

for referencefor reference

During the MeetingDuring the Meeting

Follow the leaderFollow the leader Don’t interrupt-take your Don’t interrupt-take your

turnturn Don’t play with toysDon’t play with toys Do not contradict your Do not contradict your

own teammatesown teammates

During the meeting (cont’d)During the meeting (cont’d)

Listen - be Listen - be attentive attentive

Keep questions Keep questions briefbrief

Be patient & Calm Be patient & Calm – don’t fidget– don’t fidget

Attend the entire Attend the entire meetingmeeting

Take MinutesTake Minutes

Immediate DeathImmediate Death

SarcasmSarcasm ShoutingShouting Losing your temperLosing your temper Not paying attentionNot paying attention Jokes on sensitivitiesJokes on sensitivities

After the MeetingAfter the Meeting

At the end of the meetingAt the end of the meeting– Thank all participants for their timeThank all participants for their time

Send out minutes to all parties Send out minutes to all parties concerned concerned – within 48h of the meetingwithin 48h of the meeting

Action on Action itemsAction on Action items

Summary: Summary: Basic Meeting EtiquetteBasic Meeting Etiquette

RSPV: Confirm the RSPV: Confirm the meeting meeting

Be EarlyBe Early Be PreparedBe Prepared Be dressed Be dressed

appropriatelyappropriately Holdfire - don’t Holdfire - don’t

interruptinterrupt Don’t play with toysDon’t play with toys Take your TurnTake your Turn

Be Attentive Be Attentive Keep questions Keep questions

briefbrief Be patient & Calm Be patient & Calm

– don’t fidget– don’t fidget Attend the entire Attend the entire

meetingmeeting Action on Action Action on Action

ItemsItems

Telephone MannersTelephone Manners

Just the basics…Just the basics…

Receiving a call- The Receiving a call- The greetinggreeting

Smile & breath inSmile & breath in Three componentsThree components

– Organisation nameOrganisation name– Your nameYour name– Express a desire to helpExpress a desire to help

Hello <Company Name>, <your name> Hello <Company Name>, <your name> speaking, can I help you ?speaking, can I help you ?

E.g.E.g.Hello TrendyLink,Kim speaking, can I help you? Hello TrendyLink,Kim speaking, can I help you?

Follow up on incoming callsFollow up on incoming calls

Answer in three ringsAnswer in three rings Always return calls.Always return calls. If the person is not in, take a If the person is not in, take a

message and forward that message message and forward that message to the person.to the person.

Keep calls short and to the pointKeep calls short and to the point Don’t keep the caller hanging onDon’t keep the caller hanging on

Initiating a callInitiating a call

You will be talking to the receptionist or You will be talking to the receptionist or telephone operator. You need to telephone operator. You need to – Identify yourselfIdentify yourself– Explain the nature of your callExplain the nature of your call– Seek help in talking to the right personSeek help in talking to the right person

Example:Example:” ” 11Hello, my name is John Tan and I am calling from Nanyang Hello, my name is John Tan and I am calling from Nanyang

Polytechnic. Polytechnic. 22I am working on an e-commerce project and I am working on an e-commerce project and am sourcing for external companies to participate in this am sourcing for external companies to participate in this project. project. 33Can you put me through to someone I can talk to Can you put me through to someone I can talk to about this project ? about this project ? 44Thank You. “Thank You. “

Discussion QuestionsDiscussion Questions

Discussion Questions #1Discussion Questions #1

Your boss, Mr. Singh, enters the room Your boss, Mr. Singh, enters the room when you're meeting with an when you're meeting with an important client, Mr. Johnson. You important client, Mr. Johnson. You rise and say "Mr. Singh, I'd like you rise and say "Mr. Singh, I'd like you to meet Mr. Johnson, our client from to meet Mr. Johnson, our client from San Diego." Is this introduction San Diego." Is this introduction correct?correct?

You're hosting a dinner at a You're hosting a dinner at a restaurant. You've pre-ordered for restaurant. You've pre-ordered for everyone and indicated where they everyone and indicated where they should sit. Are you correct?should sit. Are you correct?

You're entering a cab with an You're entering a cab with an important client. You position important client. You position yourself so the client is seated next yourself so the client is seated next to the pavement. Is this correct? to the pavement. Is this correct?

A toast has been proposed in your A toast has been proposed in your honour. You say "thank you" and honour. You say "thank you" and take a sip of your drink. Are you take a sip of your drink. Are you correct?correct?

Discussion Question #5Discussion Question #5

You're at a table in a restaurant for a You're at a table in a restaurant for a business dinner. Midway through the meal, business dinner. Midway through the meal, you're called to the telephone. What do you're called to the telephone. What do you do with your napkin?you do with your napkin?

a) Take it with you.a) Take it with you.b) Fold and place it to the left of your b) Fold and place it to the left of your plate.plate.c) Loosely fold it and place it on the right c) Loosely fold it and place it on the right side.side.d) Leave it on your chair. d) Leave it on your chair.

You're hosting a dinner party You're hosting a dinner party at a restaurant. Included are at a restaurant. Included are two other couples, and your two other couples, and your most valuable client and his most valuable client and his wife. You instruct the waiter to:wife. You instruct the waiter to:

a) serve your spouse first.a) serve your spouse first.b) serve your client's spouse b) serve your client's spouse first.first.c) serve you and your spouse c) serve you and your spouse last. last.

You're invited to a reception and the You're invited to a reception and the invitation states "7:00 to 9:00 PM." invitation states "7:00 to 9:00 PM." You should arrive:You should arrive:

a) at 7:00 PMa) at 7:00 PMb) anytime between 7:00 PM and b) anytime between 7:00 PM and 9:00 PM9:00 PMc) between 7:00 PM and 7:30 PMc) between 7:00 PM and 7:30 PMd) go early and leave early. d) go early and leave early.

You're greeting or saying You're greeting or saying good-bye to someone. good-bye to someone. When's the proper time to When's the proper time to shake their hand?shake their hand?

a) When you're introduceda) When you're introducedb) At their home.b) At their home.c) At their office.c) At their office.d) On the street.d) On the street.e) When you say good-bye. e) When you say good-bye.

You're talking with a group of four You're talking with a group of four people. Do you make eye contact people. Do you make eye contact with:with:

a) just the person to whom you're a) just the person to whom you're speaking at the moment?speaking at the moment?b) each of the four, moving your eye b) each of the four, moving your eye contact from one to another?contact from one to another?c) no one particular person (not c) no one particular person (not looking directly into anyone's eyes)? looking directly into anyone's eyes)?

When you greet a visitor in your When you greet a visitor in your office, do you:office, do you:a) say nothing and let her sit where a) say nothing and let her sit where she wishes?she wishes?b) tell her where to sit?b) tell her where to sit?c) say "Just sit anywhere." c) say "Just sit anywhere."

Discussion Question #11Discussion Question #11 You're scheduled to meet a business You're scheduled to meet a business

associate for working lunch and you arrive a associate for working lunch and you arrive a few minutes early to find a suitable table. 30 few minutes early to find a suitable table. 30 minutes later your associate still hasn't minutes later your associate still hasn't arrived. Do you:arrived. Do you:a) order your lunch and eat?a) order your lunch and eat?b) continue waiting and fuming that your b) continue waiting and fuming that your associate isn't there?associate isn't there?c) tell the head waiter you're not staying and c) tell the head waiter you're not staying and give him our card with instructions to present give him our card with instructions to present it to your associate to prove you were there?it to your associate to prove you were there?d) after 15 minutes call your associate? d) after 15 minutes call your associate?

You've forgotten a lunch with a You've forgotten a lunch with a business associate. You feel terrible business associate. You feel terrible and know he's furious. Do you:and know he's furious. Do you:

a) write a letter of apology?a) write a letter of apology?b) send flowers?b) send flowers?c) keep quiet and hope he forgets c) keep quiet and hope he forgets about it?about it?d) call and set up another d) call and set up another appointment? appointment?

Questions?Questions?

Asia Pacific Business Asia Pacific Business EtiquetteEtiquette

Highlights…Highlights…

Business Etiquette APBusiness Etiquette AP

ChinaChina– Be punctualBe punctual– Let your hosts set the toneLet your hosts set the tone– Observe the hierarchyObserve the hierarchy– Select the right spokespersonSelect the right spokesperson– Be aware that “not conveniant”,”I am Be aware that “not conveniant”,”I am

not sure” may mean ‘NO’not sure” may mean ‘NO’

AustraliaAustralia– Be direct & get to the pointBe direct & get to the point– Words are taken at face valueWords are taken at face value

Hong KongHong Kong– Schedule meetings in advance – especially for Schedule meetings in advance – especially for

large companieslarge companies– Observe hierarchy e.g. seating arrangements Observe hierarchy e.g. seating arrangements

etc.etc.– Social conversation will precede business Social conversation will precede business

conversation.conversation.

IndonesiaIndonesia– Need patience and diligenceNeed patience and diligence– Do not rush through negotiation processDo not rush through negotiation process– They remain aloof until consensus is They remain aloof until consensus is

reached.reached.– Be aware that they are naturally soft Be aware that they are naturally soft

spoken.spoken.– Observe hierarchy.Observe hierarchy.

MalaysiaMalaysia– Engage in small talk and a meal at first- Engage in small talk and a meal at first-

trust is vitaltrust is vital– Relationship building is long-termRelationship building is long-term– Negotiations are lengthy-work out all Negotiations are lengthy-work out all

details of a proposal in advance.details of a proposal in advance.– Agreements can be renegotiatiedAgreements can be renegotiatied

PhilipinesPhilipines– Establish rapport at the start of a Establish rapport at the start of a

meeting e.g. meals activities etcmeeting e.g. meals activities etc– Listen-do not interruptListen-do not interrupt– Fellowship and group decisions are Fellowship and group decisions are

important (important (‘pakikisama’‘pakikisama’))

ReferenceReference

International Business Etiquette-Asia & International Business Etiquette-Asia & the Pacific Rimthe Pacific Rim

- Ann Marie Sabath- Ann Marie Sabath

Questions ?Questions ?

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