for BBA students Business Etiquette

1. &

2. Good manners are as essential in
business and work life as in personal and
family life. Right behaviour with others is
expected from everyone and more so
from an educated person. With today’s
advanced communication technology and
global market place the work place has
become more global in nature.

3. “Etiquette means behaving
yourself a little better than is
absolutely essential.” They
serve as the benchmarks to
decide whether someone’s
behaviour is appropriate or
inappropriate.

4. Integrity (I)
Manners (M)
Personality (P)
Appearance (A)
Consideration (C)
Tact (T)

5. Introductions
Telephone Manners
Business Meals
Interaction With Foreign Clients
Inter-personal Business Etiquette
Business-to-Business Etiquette

6.  Self-introduction : The first rule
of business etiquette is to
introduce your self correctly. You
gain by introducing yourself at
the first opportunity. A correct &
confident self-introduction
always makes a positive first
impression.

7.  In business meetings introduce yourself
before you ask for the names.
 While introducing yourself tell your
name, official position and purpose.
 Do not add salutations or titles (e.g.
Mr., Dr., Shri) before your name.
 A hand shake must be accompanied by
eye contact and a gentle smile.

8.  Telephone etiquette means good
manners in the use of telephone so
as to create good personal and/or
business relations between two
persons. Telephone conversation
requires the use of verbal and non-
verbal skills.

9.  Know your phone
 Keep a pen and pad near your
phone
 Concentrate on the call
 Find out how you sound on the
phone
 Cultivate a friendly voice
 Avoid rambling

10.  Choose the right time
 Note down the points
 Greet and introduce
 Be clear and brief
 Be thankful
 Complete your notes

11. Do not allow the phone to ring
Greet and identify
Listen carefully
Take notes

12.  Whenever you make a request
or want to get something done,
use words such as ‘please’ and
‘thank you’ to make your
telephone calls polite. Say
‘May I talk to ….. In place of ‘I
want to talk to’.

13.  Before calling be clear about the
purpose and exact content of your
call.
 Know who exactly you want to speak
to.
 Choose most convenient time for the
call.
 Keep the conversation as short as
possible.

14.  In face-to-face dealings, others can
assess you as the whole person-your
dress, your posture, your expressions
and your speech.
 You must always be at year ease and
conduct yourself in the manner most
appropriate to the specific person or
situation.

15.  Before Arriving
 In Reception
 Introduction
 Down To Business
 Smoking
 Taking Your Leave

16. HOW TO MAKE FACE-to-FACE
DISCUSSION EFFECTIVE
Prepare for the discussion.
Get quickly to the point of
discussion.
Make a brief record then and
there.
Be sensitive and courteous.

17.  Today, companies consider an
understanding of business
etiquette and protocol as a form
of business intelligence.
Handshaking is a form of
communication that needs no
explanation and one that is
never misunderstood globally.

18.  When introduced to a person.
 When you say good-bye.
 When someone visits your
office or home.
 When you leave a gathering.
 When you congratulate
someone.

19.  USA :
Firm, Solid grip with two, sometimes
three strokes
 CANADA :
Firm, Solid grip with two strokes
 JAPAN :
Light grip, three to four gentle strokes
 INDONESIA :
Nodding and hand shaking are a
common greeting

20.  Working breakfast, lunches
and dinners are often used in
business dealings. It is
common practice to negotiate
business at lunch and dinner.
These business meals have
their own code of behaviour.

21. It is the responsibility of the host to make
the guest feel at ease. The host normally
invites the guests personally by telephone.
Always confirm date, time and place in writing.
The guest should write promptly and
personally thanking the host for the meal. The
guest should stick to his on dietary
preferences. It should considered best to
avoid drinking at business meals.

22.  Table manners are the rules of
etiquette used while eating,
which may also include the
appropriate use of utensils.
Different cultures observe
different rules for table manners

23.  Stay sober
 Don’t gossip
 The more senior you are, the
earlier you should leave.
 Don’t remind the next day of
what they said or did.

24. With rapid globalization, the
workplace and business scene
are becoming international in
nature. Therefore, In order to be
successful in business
transactions with foreigners one
must be familiar with business
manners of different countries.

25.  Respect ethnic and religious
preferences of your visitor.
 Get familiar with the culture of the
visitor.
 Respond appropriately to his
business customs and diet.
 Avoid jokes and humorous
anecdotes involving topics.

26. Volume Adjustment
Body Language
Gestures
Demeanor

27.  Individual represent their companies.
The norms of interpersonal behaviour
also apply to company-to-company
behaviour. Your action influences the
image of your company. As
representative of your company, you
should conduct yourself in the proper
manner. Some guidelines are :

28.  While dealing with persons from
other companies, make your
status clear through your business
card.
 Know the status of the other
person.
 Use a level of formality
appropriate to your respective
positions. Treat the other person

29.  Never criticise your company before
your colleagues from other
companies.
 Defend the actions of your
colleagues without any offence to the
complaint.
 Be well informed and feel proud
about your company and its

30.  Acknowledge all complaints
immediately and quickly.
 Examine complaints from the
customer’s viewpoint.
 Whenever necessary, tender
apology. Don’t hide behind false
explanations.

31.  Always keep confidential material
in as few hands as possible.
 Take copies of key documents
yourself to reduce the
involvement of other staff.
 If necessary talk off the record
and make no notes of the
conversation.

32.  Be fair with your small and ordinary
customers.
 Be prompt in your supply and
service to all customers.
 In order to gain competitive
advantage, you should
acknowledge and respond to all
complaints quickly.

33.  To work well with others in a congenial
atmosphere, it is necessary to conduct
yourself according to established
conventions. Since the basis of proper
etiquette is respect for others, it is
important to gain the confidence,
respect and cooperation of your
colleagues via correct office
behaviour.

34.  A Sunny Disposition
 Be Ethical
 Security
 Fast Facts
 Career Ladder
 Personally Speaking
 Clothes
 Grooming
 Elevator Courtesy
 Be A Tidy
Housekeeper

35.  Netiquette means the etiquette or
manner that should be adhered to
while using the internet. It consist
of the social conversation or
socially acceptable behaviour for
internet users.

36.  Whenever you reproduce the content
from internet, respect the copyright.
 Become familiar with the working of
file names.
 Keep your mind open because the
material your consider offensive might
be acceptable in a different culture.
 Do not ‘dump’ information on
someone else’s File Transfer Protocol
(FTP).