business etiquette

Business Etiquette

Krishantha Jayasundara

Etiquette The set of rules or customs which

control accepted behaviour in particular social groups or social

situations

(Cambridge Advanced Learners’ Dictionary)

Business Etiquette

Mannerism in business Kindness

Courtesy (polite

behaviour)

Assertiveness Making your client satisfied

Importance of Etiquette

• Reputation of the company

People judge you by what they see

By what they believe to be true


• People hate uncultured business

People like professionalism

People like to deal with convenience


• People want to do business with knowledgeable, professional and well mannered people


• You can win the loyalty and trust of your customers with business etiquette.

Benefits of Practicing Etiquette

• People will respect you.


• Reduce conflicts among people.


• It’s a guidance on how to behave at workplace.


• Easy to solve problems with best practices.


• It tells you how to dress smart.


• Teaches you to create a good “first impression”.

Basic Guidelines for Etiquettes

Be courteous and thoughtful to the

people around you.


Try to consider other people’s feeling.


Apologize when you do a mistake or

wrong thing.


Avoid raising your voice.


Be mindful of your language.

Making a Good “First Impression”

Way you dress : The biggest Non verbal communication

Dress conveys trustworthiness, success, and suitability

Avoid dark colors and printed fabrics

Make sure your clothes are nicely pressed

Professionalism

the conduct, aims, or qualities that characterize or mark a profession or a professional

person

The Proper Handshake

• When you are introduced to someone.

• Look at the eyes• Shake hands firmly for

about 3 seconds• Release hands smoothly• Hold your glass from

the left hand

Situations to Shake hand

• Meeting someone for the first time or saying good-bye.

• Renewing your relationship• When greeting• Ending a conversation • Ending a business deal

Conduct Yourself at Dining Functions

• Don’t take too much food into mouth• Don’t talk when your mouth is full.• Don’t overload your plate.• Sit up straight when you have to• Don’t leave spoon in your coffee cup when

drinking• Gentleman should make sure that ladies are

seated first.

Conduct Yourself at Dining Functions

• When you are not eating keep your hands on your lap.

• Never chew with your mouth open.• Don’t make noise when biting food.• Place the used tea bags beside your cup on

the saucer.• Ladies should not leave lipstick marks on the

glass.

Handling the Telephone Effectively

Answering a Telephone Call

• Make a pen and paper ready• Sit up straight• Answer before the third ring• Greet and introduce yourself

Answering a Telephone Call

• Be professional and enthusiastic• Listen with empathy.• Summarize• End the call positively

Basics in Making a Call

• Plan your call• Greet the person• Clear message• Be brief and talk to the point• Hang up gently

Dress to Suit your Profession

• Wear longstanding colours• Appropriate length in skirts, saris and blouses• Avoid too tight dresses and mini skirts• Avoid sleeveless blouses• Avoid dangling ear rings• Wear simple jewelery• Appropriate bag or purse• Comfortable shoes

• Tie should match the colour of the shirt• Tie end and avoid funny ties• Avoid unnecessary accessories• Polished shoes• Properly groomed (hair and shaven)

Dress to Suit your Profession

Be SmartLive Smart