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Business Etiquettes
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Business Etiquettes
- Business Etiquettes Ms. Rinki Rola Associate Professor, KIM
- Outline Career Preparation Impression Handshakes Meeting and greeting Etiquette Interviewing Etiquette Mobile/Telephone Etiquette Office Etiquette
- Career Preparation Why Prepare? It’s a jungle out there….. Competition is strong, and the way we present ourselves is under closer examination more than ever before.
- Why Learn Etiquette? • We need a common language of social skills • We like to meet, talk, dine, and do business efficiently in a pleasant atmosphere without embarrassing ourselves or others • Those of us who possess and display good skills make lasting impressions
- WHY BUSINESS ETIQUETTE MATTERS?
- Impressions First impressions are vital and are formed anywhere between 4 and 60 seconds Impressions are long-lasting, often irreversible Initially based on stance, eye contact and dress
- First Impressions • Within 30 seconds people judge your – Economic level – Educational level – Social position – Level of sophistication – Level of success • Within 4 minutes people decide your – Trustworthiness – Compassion – Reliability – Intelligence – Capability – Humility – Friendliness – Confidence
- First Impressions Comparable business/social level = suitable for further interaction Higher business/social status = admired & cultivated (valuable) Lower business/social status = tolerated
- Professional Etiquette • You only have ONE opportunity to make a good first impression
- A,B,C’s of Image • Appearance – Color, wardrobe, grooming • Behavior – Etiquette, politeness, attitude • Communication – Verbal, nonverbal, written
- Difference Between College and Business College Business • Individual • Teamwork • Tests • Relationships • Quantified • Subjective • Customer • Employee • Objective • Judgments • Written • Verbal • Senior • Trainee
- Types of Handshakes
- The Pull-In
- The Two-Handed Shake
- The Topper
- The Finger Squeeze
- The Bone Crusher
- The Palm Pinch
- The Limp Fish
- The Proper Handshake • Firm, but not bone-crushing • Lasts about 3 seconds • May be "pumped" once or twice from the elbow • Is released after the shake, even if the introduction continues • Includes good eye contact with the other person
- Introductions
- Introductions • Introducing yourself • Introducing others • Responding to introductions • What to do when you can’t remember names • Secret to remembering names
- How To Introduce Yourself? • Stand up • Look the person in the eye • Extend your hand for a firm web-to-web handshake. Avoid: – Bone-crushing handshakes – “Wet fish” handshakes – Grabbing someone’s fingers • Say your name and something about yourself “Hello, I’m Rinki. I work in MBA department of Kalol Institute of Management as an Faculty”
- Introducing Others • Who introduces who? – Introduce the person with lesser authority to the person with higher authority, regardless of gender – Highest person of rank is mentioned first. Remember: “Big, may I introduce Small.” – A younger person is always introduced to an older person – It is helpful to include the persons title
- Tricks for remembering names • Repeat the person’s name a few times to yourself after you’re introduced. • Use the person’s name immediately in the conversation after an introduction. • Immediately introduce that new person to someone else you know. • Jot down the person’s name
- Exchanging Business Cards • Carrying your card and be a giver of cards • Distinguished business card with updated information. • Neat and clean card ready for distribution in a card holder. • Presenting your card • Compliment while receiving a card • Set goals for distribution
- Art of grooming • Clothing and accessories suitable for different occasions-footwear , makeup, hair care, skin care • Colour palette • Personal hygiene • Dress for the occasion and the time of the day • Elegance in grooming
- What should I wear? I Don’t Think So !!
- Clothing Tips for Men • Conservative 2-piece dark suit, navy blue or medium to dark gray. • Long sleeved blue or white shirt. • Tie complimenting in color or style • Socks one shade lighter than trousers • Dark polished shoes and matching belt • Jewelry – No bracelets, earrings or large rings.
- Dress for Success
- Clothing Tips for Women • Cotton Saree/ Dark conservative suit. • White or light colored long sleeved blouse that is not low cut.. • Black well polished shoes with 1 to 1½ inch heels. • Limited conservative jewelry. • Hair neatly tied and off the face. • Simple business makeup.
- Dress for Success
- Body Language Do’s Make frequent eye contact Don’ts Smile Cross you arms Take notes Tap your feet Smile Clear your throat Nod frequently repeatedly Smile Bite your lips or nails Keep you hands out of your pocket
- Workplace / Office Etiquettes • It talks about the basics of what is being required by you at workplace. • It talks about What your boss expects from you in terms of the way you look and the way you act.
- What your boss expects? • Appearance • Punctuality • Respectful language
- Office Etiquettes • Be polite and courteous to colleagues. • Handle the furniture with care. • When offered tea and coffee thank the person and throw the disposable cups in the dustbin. • Take an appointment if you want to meet a senior. • Always allow your boss to complete his conversation if he is over the phone • Always carry important papers in a folder.
- Don’ts • Don’t hang around the corridor • Don’t smoke in the office premises. • Don’t gossip and criticize people. • Don’t giggle or talk loudly • Don’t spread litter around. • Don’t use stationery for personal use
- Email Etiquettes • Be concise and to the point • Use proper spelling, grammar and punctuation • Use templates for frequently used responses • Answer swiftly. • Do not attach unnecessary files • Use proper structure and layout. • Do not overuse the high priority option.
- …..Cont • Do not write in capital letter • Do not leave out the message thread. • Read and compile before you send it. • Do not overuse reply to all • Proper use of Cc, BCC • Take care with abbreviations • Don’t reply to spam • Do not forward chain letters • Do not use email to discuss confidential information.
- Interviewing Etiquette
- The Perfect Candidate • A complete application • Personal appearance • Answering questions completely • Consistent work attendance • Positive attitude and behavior • Good interpersonal relations • Completing tasks efficiently
- Pre-Interviewing Courtesies • Acknowledge your acceptance. • Do your homework on the company. • Prepare your questions. • Make sure you know how to get to the interview location • Coordinate your wardrobe and portfolio. • Look your best. • Be 10 minutes early.
- The Interview • The Application • The Greetings – the handshake, the names • The Chit – Chat • The Core – the interviewing questions • The Questions - Have your questions ready! • The Close – What happens next?
- Post Interview • Ask for their Business Card. • Write down important discussion points. • Write a thank you letter. • Follow up with a phone call.
- Mobile etiquette • Use of silent/vibrate mode. • Do not use mobile while driving • Volume and pitch and tone while using • Avoid jazzy ring tones while at work. • Maintain privacy while talking • Switch off when asked for. • Avoid multitasking
- Dining with Style and Grace
- Knowing table etiquette will put you at ease.
- Top 10 Things to Remember 1. Know how to navigate the place setting. Solids (food) are on your left. Liquids (beverages) are on your right. Pass counter-clockwise. 2. Don’t touch your head or face at the table. 3. Cell phones and pagers are off or silent. 4. Excuse yourself when necessary; leaving between courses or during breaks in conversation. 5. Make good choices when ordering.
- Top 10 Things to Remember 6. Do leave dropped silverware on the floor in a restaurant. Quietly signal the wait staff to bring another piece. 7. Remove alien objects from your mouth with your fingers and place them at the edge of your plate. 8. Pace yourself according to the others at the table. 9. Don’t draw attention to the fact that you are uncomfortable or out of your element. If something embarrassing happens, make light of it. 10. Be a good host, or follow the lead of the host. Always thank your host!!
- Conversations during meals Similar to mingling situations Include everyone at table in conversation Safe topics, positive comments No business conversation until everyone has ordered, or until main course Don’t dominate conversation
- Good Luck! Any Questions?
- Thank you for allowing me to join you all today.
Hinweis der Redaktion
- Individual vs. Teamwork: School you work independently while at work, your work with people is the focal point. In business almost all of your success will be achieved based on cooperation with other people. Tests vs. Relationships: In school the most critical ability was to understand books and lectures, then to take tests or write papers on what you had learned. In business the most critical ability is to develop positive relationships. If people like you, respect you, and want to help you, you will have great advantage in accomplishing your goals. Your ability to influence, motivate and get cooperation from all types of people is critical ability will determine your success in business. Structure: Quantified vs. Subjective: Schools are intentionally quantified, that is, they are designed to measure an individual student’s knowledge. To be successful a student chooses a degree program and follows the class and credit requirements. The student always knows exactly where he is in the process and how much it will take to finish. Business is much more subjective. Business is less structured because it consists of relationships between people, their opinions of you, and how much they believe and trust in you. Many grads have difficultly adjusting to the lack of structure in business compared to school. Customer vs. Employee: School you are the customer. In business it changes. Instead of you paying money to receive services, the company will pay you money to perform a service for them. Many grads think their company’s primary concern is to enhance their careers and help them succeed. Performance: Objective vs. Judgment: In school the grading system is objective and impersonal. Performance in business is determined by the opinion of others. This reliance on one person’s judgment for your entire annual performance rating puts added emphasis on your ability to develop positive relationships. Communication: Written vs. Verbal: In school a great deal of information you learn is written. In business 80% of the communication you give and receive consists of one-on-one or small group interaction. Your success will be determined by how well you use the words that motivate people and how well you avoid words that offend them. Prestige: Senior vs. Trainee: As a senior in school you have prestige. When you start your first job will drop from a position of high prestige that you held as a college senior to one of very low prestige.
- This person holds on to your hand to pull you closer or direct you through a door or toward a chair. This is a somewhat manipulative handshake. Because this type of person is a controller who what things done a certain way, he or she may not be a good team player. If the organizations goals conflict with this persons goals, there will be a problem .
- The higher the left hand, the greater the manipulation and control. This is a favorite handshake of politicians, because it implies a quick sincerity and intimacy. This person is trying to sell you something that is not really there e.g.. “We’re great buddies.” The “used car salesman” handshake.
- The dominant party in this handshake is palm facing down. Like a winner of a wrestling match, the hand on the top is clearly in control. This handshake says, “I’m in charge, I’m the Boss.” It tends to be the handshake of the conventional boss or manager who manages through control.
- Used to keep someone at a comfortable distance. This kind of handshake will hurt your hand. This is a very insecure person who equates brute strength with personal power. They use their hands as weapons to dominate and overpower people.
- Usually given by a woman who hasn’t learned how to shake hands properly or has a fear of intimacy. This person will tend not to be very good at interpersonal skills.
- Tends to drain you energy. This person tends to be somewhat passive or apathetic. This type will usually be better with computers, machines and information than with people. The limp fish probably won’t have the energy and interest necessary to be in a managerial position.
- Always remember to stand so that you are at eye level. Women as well. Good eye contact is a sign of honesty and confidence. Smile, who wants to talk to unhappy people? Don’t forget to wear name badges on the right shoulder. If wearing a name badge, wear it on your right shoulder.
- When you do not know others do it immediately. This will clue others to do the same. Introduce the least important person to the most important person. For example “Mr. Riles I would like to introduce to you Mr. Brown, our Experiential Education Coordinator.” When responding say “hello, it is nice to meet you”, and get the conversation started, be sure to give and get information from the other person. No, running away is not an option! Just say, I’m so sorry I have just forgotten your name. Be sure to apologize! Or say “ have you two met each other” and that sometimes will get the ball rolling. To remember other peoples names, be sure to say their name on the first part of the conversation and at logical times. Don’t be thinking about what you will say next and miss the person’s name, this will keep you from hearing it and remembering it. Get a story about a person’s name, this will also help you remember. Rules: Always make the introduction Introduce the most important person first Give information about the introduced person Smile and make eye contact Introduce yourself a lot
- Being able to introduce people and explain who they are makes everyone feel comfortable. Always state your name – A person who states their name clearly right up front is saying to the world, I am _________ and I am proud, confident and honest. The ability to confidently introduce yourself or others demonstrates that you are at ease and in control.
- People like it when you remember their names. Practice this skill. If you forget someone’s name, it is OK to ask them to repeat it. Say, “I'm sorry, I have forgotten your name.” It happens to everyone.
- Have cards printed on nice paper and it should include all the important information such as your company name and logo, name, title, address, phone and fax number, and email if you have one. Have your card in a convenient place. It is suggested that you have a nice carrying case. Don’t hand out a card that is tattered and torn or wrinkled, your card is an extension of your personality and it will show if you treasure your cards. Hand out your card in a way that the receiver can read it. And as the receiver, acknowledge something about the person. This shows that you read the card. You might mention something about the logo or comment on the office location. Think of something! Use selective judgment when handing out your card. Don’t just deal them like a deck of cards. Don’t ask for cards during a meal, wait until the meal is over. Never, never exchange cards at a social function. Doing this will make you look opportunistic and can be insulting to your host/hostess Don’t give outdated cards. Never cross out outdated information and put new information. Take the time to make new cards. Exchange cards with people you want to build a relationship with.
- Refer to the handout – Interview do’s and don’ts
- What do employers look for? Your Image Are you results oriented Your enthusiasm People Development Skills Your Career Path Your Values Your Follow Through Skills Leadership Are You “hands-on” or not Your preparation
- Briefcase: Bring several extra resumes and a list of references, An industry magazine or company literature, Paper and pen, Business cards, Breath mints.
- Refer to the hand out – “Questions to ANSWER during an interview” Refer to the hand out – “Questions to ASK during an interview”
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