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Global Business Etiquette

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International Institute for Learning
International Institute for Learning

This presentation explores the following: • Define the concept of business etiquette • Recognize the components of business etiquette • Realize the importance of appearance, behavior and communication in first impressions • Understand the value of professional attire • Recognise the attributes of social networking • Manage formal dining manners

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Global Business Etiquette Key to Distinctiveness Thank you for joining us today. This webinar is brought to you by IIL – a global leader in: Project, Program and Portfolio Management Microsoft® Project and Project Server Lean Six Sigma | Business Analysis Agile | PRINCE2® | ITIL® Leadership and Interpersonal Skills © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 1
Business Etiquette Defined Business etiquette can be defined as “the ability to make someone else think that both of you are charming.” An essential career skill Contributes to build relationship and positive image Know-how to use skills is a great key to business success Shital Kakkar Mehra: Business Etiquette: A Guide for the India Professional: Preface © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 2
Business Etiquette Defined Business etiquette is not about: Being stuffy, aloof or arrogant It is about: Being kind, courteous, and respectful Developing a relationship with people Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 3
Why is it Crucial? Fast-changing dynamics of etiquette in the global marketplace Increase in levels of formality in the business world World culture shrinking Sensitivity to others’ culture and preferences are distinctive behaviors of leaders Executives are brand ambassadors for the country and the company Need to focus on “Appearance, Behavior and Communication – ABC of first impression” Shital Kakkar Mehra: Business Etiquette Preface © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 4
Points of Discussion First Impressions Power Dressing Business Communication Networking Dining © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 5
Points of Discussion First Impressions Power Dressing Business Communication Networking Dining © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 6
First Impressions – The First Rules The first twelve words The first twelve steps The first twelve inches The last twelve inches Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 7
First Impressions – Handshake The correct handshake Inappropriate /unprofessional handshakes When to shake hands To stand or sit? Women shaking hands Being ready to shake hands © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 8
Points of Discussion First Impressions Power Dressing Business Communication Networking Dining © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 9
Business Communication Who Where When What How Rudyard Kipling said “Words are, of course, the most powerful drug used by mankind.” © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 10
Business Communication Content Range of vocabulary Mirror your listener Grammatically correct Jargon free Usage of own language © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 11
Business Communication – Verbal A well modulated voice Inspires trust Generates listener’s interests Diction Accent Pitch Pronunciation Tone © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 12
Business Communication – Non-verbal 93% of impact in an interactions is through non-verbal Only 7% is through verbals Gestures in global business has consequences Usage of left hand Eye contact Use of personal space © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 13
Business Communication – E-mail Etiquette Omitting the subject line Not making your subject line meaningful Failing to change the header when you change the subject Not personalizing your message Failure to account for lack of tone Omitting the attachment Leaving off your signature line © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 14
Business Communication – E-mail Etiquette Writing e-mail when emotional Leaving an unnecessarily long e-mail trail Passing along junk e-mail Forwarding e-mail without permission Converting e-mails into a battleground Incorrect use of “cc” and “bcc” Replying to all Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 15
Points of Discussion First Impressions Power Dressing Business Communication Networking Dining © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 16
Professional Dress – Women Business suits Jackets Skirts Pants Sweaters Shoes Accessories © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 17
Professional Dress – Men Business suits Business jackets Shirts Ties Shoes Socks Accessories © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 18
Self Analysis Does my wardrobe reflect my level of authority and seniority? In the last five years , have I viewed my professional image with “a critical eye?” Have I cared for my hair style? How aware am I of the recent trends in corporate dressing? Would I do business with me? Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 19
Points of Discussion First Impressions Power Dressing Business Communication Networking Dining © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 20
Net-etiquette What is networking? What is not networking? Why is it important to me? How would I become more proficient in networking? Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 21
Net-etiquette What is the event? Why is it being held? Who will be there? Who do I need to meet or talk to? What should I wear? What will I talk about? Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 22
Social Networking Online networking Who is in my network? Whose invitation am I accepting? Who do I need to meet or talk to? Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 23
Business Networking Events Exhibitions/Trade Fairs/ Trade shows Training programs/Global seminars Professional Associations/ Private clubs Sports events Internal/external parties (formal/informal) Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 24
Points of Discussion First Impressions Power Dressing Business Communication Networking Dining © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 25
Dining “Dining etiquette is not about the knives and forks – it’s about managing the food and the beverages confidently while focusing on the business at hand and furthering your career.” Shital Kakkar Mehra: Business Etiquette: p. 196 “Business meals are not about the food – they are about business first. This includes everything from knowing which meal is appropriate for the business you need to conduct, to understanding your role as either a host or a guest and being competent with the foods and utensils that you encounter.” Lydia Ramsey’s Little Book of Table Manners © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 26
Host Etiquette Know your guest’s taste Choice of restaurant Choice of table Reaching on time Should not start before arrival of the guest Business talk Who pays Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 27
The Place – BMW Rule Lydia Ramsey: Mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 28
American Style Lydia Ramsey: Mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 29
European Style Lydia Ramsey: Mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 30
Classic Dining Do Host to seat her guests Order food that’s easy to eat with knife and fork Break bread and butter each bite Eat in bite size chunks and continue the conversation Pass food to the right Place napkin on the chair indicating you will return soon Fold napkin into half and place it on the table indicating you are finished Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 31
Classic Dining Don’t Don’t pick up any utensil and start eating Don’t slurp, smack your lips, hiss or burp – above all, don’t blow your nose even if the food is very spicy Don’t make bread and butter sandwich Don’t munch on the ice cubes after finishing the drink Don’t curl the napkin into an ugly ball Don’t beckon the waiter with a snap Don’t use chopsticks if you are not practiced Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 32
Final Few Globally there is a paradigm shift in the dynamics of etiquette Informality and formality both are increasing in business Etiquette as a subject is ever-evolving and vast Knowing how to use them is a key to business success “Let’s focus on the ABC – Appearance, Behavior, and Communication of making a lasting first impression.” Shital Kakkar Mehra: Business Etiquette © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 33
At IIL, Our Greatest Accomplishments are Yours We invite you to get a closer look at what IIL can do for you and your organization, by visiting www.iil.com or email learning@iil.com and let us know how we can meet your learning needs. Please connect with IIL Socially: Like us on: facebook.com/IIL.inc Follow us: twitter.com/IILGLOBAL Join our Discussions on LinkedIn © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 34

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Global Business Etiquette

  • 1. Global Business Etiquette Key to Distinctiveness Thank you for joining us today. This webinar is brought to you by IIL – a global leader in: Project, Program and Portfolio Management Microsoft® Project and Project Server Lean Six Sigma | Business Analysis Agile | PRINCE2® | ITIL® Leadership and Interpersonal Skills © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 1
  • 2. Business Etiquette Defined Business etiquette can be defined as “the ability to make someone else think that both of you are charming.” An essential career skill Contributes to build relationship and positive image Know-how to use skills is a great key to business success Shital Kakkar Mehra: Business Etiquette: A Guide for the India Professional: Preface © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 2
  • 3. Business Etiquette Defined Business etiquette is not about: Being stuffy, aloof or arrogant It is about: Being kind, courteous, and respectful Developing a relationship with people Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 3
  • 4. Why is it Crucial? Fast-changing dynamics of etiquette in the global marketplace Increase in levels of formality in the business world World culture shrinking Sensitivity to others’ culture and preferences are distinctive behaviors of leaders Executives are brand ambassadors for the country and the company Need to focus on “Appearance, Behavior and Communication – ABC of first impression” Shital Kakkar Mehra: Business Etiquette Preface © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 4
  • 5. Points of Discussion First Impressions Power Dressing Business Communication Networking Dining © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 5
  • 6. Points of Discussion First Impressions Power Dressing Business Communication Networking Dining © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 6
  • 7. First Impressions – The First Rules The first twelve words The first twelve steps The first twelve inches The last twelve inches Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 7
  • 8. First Impressions – Handshake The correct handshake Inappropriate /unprofessional handshakes When to shake hands To stand or sit? Women shaking hands Being ready to shake hands © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 8
  • 9. Points of Discussion First Impressions Power Dressing Business Communication Networking Dining © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 9
  • 10. Business Communication Who Where When What How Rudyard Kipling said “Words are, of course, the most powerful drug used by mankind.” © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 10
  • 11. Business Communication Content Range of vocabulary Mirror your listener Grammatically correct Jargon free Usage of own language © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 11
  • 12. Business Communication – Verbal A well modulated voice Inspires trust Generates listener’s interests Diction Accent Pitch Pronunciation Tone © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 12
  • 13. Business Communication – Non-verbal 93% of impact in an interactions is through non-verbal Only 7% is through verbals Gestures in global business has consequences Usage of left hand Eye contact Use of personal space © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 13
  • 14. Business Communication – E-mail Etiquette Omitting the subject line Not making your subject line meaningful Failing to change the header when you change the subject Not personalizing your message Failure to account for lack of tone Omitting the attachment Leaving off your signature line © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 14
  • 15. Business Communication – E-mail Etiquette Writing e-mail when emotional Leaving an unnecessarily long e-mail trail Passing along junk e-mail Forwarding e-mail without permission Converting e-mails into a battleground Incorrect use of “cc” and “bcc” Replying to all Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 15
  • 16. Points of Discussion First Impressions Power Dressing Business Communication Networking Dining © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 16
  • 17. Professional Dress – Women Business suits Jackets Skirts Pants Sweaters Shoes Accessories © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 17
  • 18. Professional Dress – Men Business suits Business jackets Shirts Ties Shoes Socks Accessories © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 18
  • 19. Self Analysis Does my wardrobe reflect my level of authority and seniority? In the last five years , have I viewed my professional image with “a critical eye?” Have I cared for my hair style? How aware am I of the recent trends in corporate dressing? Would I do business with me? Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 19
  • 20. Points of Discussion First Impressions Power Dressing Business Communication Networking Dining © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 20
  • 21. Net-etiquette What is networking? What is not networking? Why is it important to me? How would I become more proficient in networking? Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 21
  • 22. Net-etiquette What is the event? Why is it being held? Who will be there? Who do I need to meet or talk to? What should I wear? What will I talk about? Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 22
  • 23. Social Networking Online networking Who is in my network? Whose invitation am I accepting? Who do I need to meet or talk to? Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 23
  • 24. Business Networking Events Exhibitions/Trade Fairs/ Trade shows Training programs/Global seminars Professional Associations/ Private clubs Sports events Internal/external parties (formal/informal) Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 24
  • 25. Points of Discussion First Impressions Power Dressing Business Communication Networking Dining © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 25
  • 26. Dining “Dining etiquette is not about the knives and forks – it’s about managing the food and the beverages confidently while focusing on the business at hand and furthering your career.” Shital Kakkar Mehra: Business Etiquette: p. 196 “Business meals are not about the food – they are about business first. This includes everything from knowing which meal is appropriate for the business you need to conduct, to understanding your role as either a host or a guest and being competent with the foods and utensils that you encounter.” Lydia Ramsey’s Little Book of Table Manners © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 26
  • 27. Host Etiquette Know your guest’s taste Choice of restaurant Choice of table Reaching on time Should not start before arrival of the guest Business talk Who pays Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 27
  • 28. The Place – BMW Rule Lydia Ramsey: Mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 28
  • 29. American Style Lydia Ramsey: Mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 29
  • 30. European Style Lydia Ramsey: Mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 30
  • 31. Classic Dining Do Host to seat her guests Order food that’s easy to eat with knife and fork Break bread and butter each bite Eat in bite size chunks and continue the conversation Pass food to the right Place napkin on the chair indicating you will return soon Fold napkin into half and place it on the table indicating you are finished Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 31
  • 32. Classic Dining Don’t Don’t pick up any utensil and start eating Don’t slurp, smack your lips, hiss or burp – above all, don’t blow your nose even if the food is very spicy Don’t make bread and butter sandwich Don’t munch on the ice cubes after finishing the drink Don’t curl the napkin into an ugly ball Don’t beckon the waiter with a snap Don’t use chopsticks if you are not practiced Adapted from Shital Kakkar Mehra: Business Etiquette and Lydia Ramsey: mannersthatsell.com © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 32
  • 33. Final Few Globally there is a paradigm shift in the dynamics of etiquette Informality and formality both are increasing in business Etiquette as a subject is ever-evolving and vast Knowing how to use them is a key to business success “Let’s focus on the ABC – Appearance, Behavior, and Communication of making a lasting first impression.” Shital Kakkar Mehra: Business Etiquette © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 33
  • 34. At IIL, Our Greatest Accomplishments are Yours We invite you to get a closer look at what IIL can do for you and your organization, by visiting www.iil.com or email learning@iil.com and let us know how we can meet your learning needs. Please connect with IIL Socially: Like us on: facebook.com/IIL.inc Follow us: twitter.com/IILGLOBAL Join our Discussions on LinkedIn © International Institute for Learning, Inc., All rights reserved. Intelligence, Integrity and Innovation 34