Business Etiquette & GroomingCreated by: Mihir Sheth Vision 3K Technologies (I) Pvt. Ltd.

EtiquetteBusiness Etiquette & GroomingTreat others as you would like to be treated.Treat others as they would like to be treated.

2

TopicsBusiness Etiquette & Grooming E-mail Telephone/Mobile Grooming Business Meeting Conducting Teleconferencing Dining Gifts Tips Protocol of Different Countries Office Protocol General Protocol

3

SalutationNo SpamLanguageContentFormat No CAPITALID SelectionSubject LineWriting StyleBusiness Etiquette & GroomingRepliesFirst MailInboxStorageCheck the Content before forwardingE-Mail4

Telephone / MobileBusiness Etiquette & GroomingIf on Mobile, ask if its a good time to talk or else request for an alternate time

While dialing & asking for a person, always ask for official designation followed by personal name. Introduce YourselfSpeak SoftlyWhen in meeting take only unavoidable calls Excuse yourself & walk some distance awaySelection of Ring ToneDont talk long keep it short ContdDont shout / abuse5

Business Etiquette & GroomingTelephone / MobileBe brief on business callIf no response to your calls, then send a messageYoure putting up the other side on speaker phone inform himDo not use mobile in Club / Auditorium / Doctor / HospitalCheck when in public place that mobile phone is not prohibitedNo messages of sensitive nature Not more than 3 rings in incoming calls

Do not listen to music without headphones in public place

Do return the call missed if from known numberGive clear message on voice mail. If urgent indicate soConclude with date and time of your calling, when on voice mail 6

Business Etiquette & GroomingTelephone / MobileConversation or consternation??7

Business Etiquette & GroomingGroomingPeople begin to evaluate us before any words are ever spokenWho you are speaks so loudly I do not hear what you say -- Emerson

8

Business Etiquette & GroomingGroomingThe way you dress affects the way you are perceived, and the way you are perceived, is the way you are treated.

9

Business Etiquette & GroomingGroomingHair properly combedShoes PolishedTie should end at belt buckleAttireFormals / SemiformalNails clean & manicured Properly Shaved / Trimmed beard Appropriate Attire for WomenContd10

Flowery All day / nightCitrus - DaySpice - DayMusk - Evening / NightFruity - Day Sporty - DayWoody Evening / Night GroomingBusiness Etiquette & GroomingPleasant Smell: Perfume Types Categories:Carry a folder / briefcase to carry papersDo not make multiple fold of paper & put in the pocketPen should be in breast pocket of coat if wearing suit -not infront pocketPockets should not be bulgy / large quantity of coinsDeosPerfumeColognes / AftershaveSpraysContd11

If HostIf GuestSet the agenda & duration in advancePunctuality:Back Up:Arrive in time if guest, early if host, to supervise arrangementIf guest, inform in advance required software / internet requirement if any. If host, try to find out from guest of any special requirementAlways have back up by way of a Pen Drive Business MeetingBusiness Etiquette & GroomingArrangements:Contd12

Lower to higherUnknown to knownState full name & positionsBrief but substantive when individual or else name & designation when groupBody Language: Stand to meet someoneExtend your hand immediatelyFirm Shake handEye ContactGreeting with smile How do you do? Hello / Hi How are you to doing today?PositiveBusiness MeetingBusiness Etiquette & GroomingIntroductions:ContdVideo on Business Greeting13

Right hand / Two Hands- Respectful bowVisiting Card should be in readily accessible place. Coat Pocket or front pocket of shirtDo not distribute to all but to anchor person initially & then to interacting PersonAlways offer a card to person who offers his cardPosture: ErectAttentiveBusiness MeetingBusiness Etiquette & GroomingExchange of Visiting Card:Contd14

Business MeetingBusiness Etiquette & GroomingExchanging Business Cards15

Mr. / Ms / Sir / Madam / Lady (not female or dame )/ First nameDr. (If medical or PHD)Your Excellency if Governor / Head of StateYour Honors- if judgeHis Holiness if head of religious sectStick to Sir / Madam if not sureNever say uncle / aunt to older person in western countries

Business MeetingBusiness Etiquette & GroomingAddressing:Contd16

Know the hierarchy. Keep focus on anchor without disconnecting with othersIcebreakers- Economy, Country, Sport, Weather, Transport, Event etc If guest take a cue from the hostIf host, start with Welcome / Greeting / Small Talk as icebreaker Business MeetingBusiness Etiquette & GroomingInitiating the meetingWait for the host / chairman to take seat, seat where directedIf youre the host, plan seating arrangements in advance17

Keep your voice soft / steadySpeak slowly while talking to foreigner so that your accents are understood clearly Business MeetingBusiness Etiquette & GroomingDos( I am sure you have reason to be firm on your pricing but it is my obligation. to apprise you on market realities) Or you certainly have a view point and we respect it. At the same time we would like to highlight certain practical considerationsVoice your disagreements positivelyStart on a positive note. Appreciate, Value, Thank, Compliment say how much you value this meetingContd18

Before 5 min. at least, start winding up Give hints that time is up - Im happy that in limited time also, we have been able to achieve a lot to sum up what we have agreed is ..Always be in control of time line park the issues which are taking arguments Always enroll I am sure person like you quite appreciates it - You and I have seen enough of world not to take chance on key parametersRequest the speaker to repeat again / spell it if you have not understood key context / accent etc. say sorry youve not understood. Can you repeat that.Business MeetingBusiness Etiquette & GroomingDosContd19

Always make minutes of the meetingIt is ok to ask for privacy to discuss the business point with your colleaguesAsk if the minutes could be confirmed / signed by the opposite party. If not e-mail it with a caveat to get back in a weeks time in case of disagreementUse humor when uncomfortableBusiness Meeting Business Etiquette & GroomingDosAlways leave an escape vent Do not make aggressive and concluding statements20

Business MeetingBusiness Etiquette & GroomingWhat you think What you say This is taking foreverWhy cant youI hate it whenHeres the best way to do it. How can we get this approved (finished) quickly?What if youWould it be better ifHeres my suggestion 21

Dont cross talk Dont engage in distractions (texting, loud yawning, tooth picking, drumming, reading, ear scratching, playing etc.) If the opposite party does it, stop your sentence abruptly & then tell him with straight face that you would rather let him finish his agenda if it is urgent or continue after he is done withDont interruptDont sit slouched, legs apart with loosened tieBusiness MeetingBusiness Etiquette & GroomingDontDont react to refusal, break of negotiationsContd22

Dont go on tangentDont try to be over respectful, or be eager to prove you are right- This is not about right or wrongDont brag about personal / wealth / education / possessionsBusiness MeetingBusiness Etiquette & GroomingDontDont rub it hard, give hintsDont discuss / comment politics, religion, race, or pass sexist comment23

Anchor should first introduce himself & then his team members with their designations or job responsibilityStart with Greeting & Small Talk of not more than a minuteStart by setting the time limitEvery few minutes keep asking for affirmations-If on speaker phone inform the other sideHost would ask permission to begin the meeting formallyEnsure that agenda has been given in advanceConducting Teleconferencing Business Etiquette & GroomingChoose the anchorContdDo you agree?Is it ok? Am I coming out clear? Do you agree?Any queries? 24

If other side have understood you wrongly then say I think I need to explain more clearly ..or.. I am afraid Ive not been able to communicate it clearly.. Let me explain againIn case of a disagreement do not stretch it - say you have a point which needs a debate - lets park it. We can discuss it laterConducting Teleconferencing Business Etiquette & GroomingListen to the other sideDo not make frequent interruptionsDont react , clarify by asking neutral questionIf difficult to understand accent ask the other side to speak slowlyContdDont interrupt, If must then interrupt with apology and explain reasonIf no answer forthcoming then ask the anchor on other side if you can proceed

25

I am RightI told you soYou are wrong Dont take a positionUse humor to diffuse tense situationAlways ask when in doubtConducting Teleconferencing Business Etiquette & GroomingWind up with summery & action plan on both sidesDont forget Courtesies Thank you, we appreciate your time views, position, challenges etc. Lets make efforts to see how we can take it forward26

SeatingWelcomingTable Arrangement / Seating arrangementsGeneral:DiningBusiness Etiquette & GroomingArrangements Dont pick up napkin / spoon if falls down No tooth pick without covering mouthDont keep belongings on tableIf coffee shop wait to be seatedFinish chewing before continuing your conversationDo not blow on food that is hotDo not push your plate away on finishingContd27

If host be early wait at the door / lounge to welcomeIf guest, always select mid priced range item or leave it to host, direct to be seated if guest, wait to eat till host signals, mind your pace of eating, eat / drink small portionsIf guest be in time not later than 5 minutes of appointment time DiningBusiness Etiquette & GroomingAsk preferences for food type / diet restrictions, if host Contd28

DiningBusiness Etiquette & Grooming29

DiningBusiness Etiquette & GroomingCutlery30

DiningBusiness Etiquette & GroomingBasic Dining Etiquette-Using Utensils31

If youre a vegetarian in foreign country always clarify you want No meat rather than saying you want vegetarian food7If you disliked food then say it was different & an experience to have in lifeIf host, clarify with the guest if he has any allergiesOrdering: Allow host, dont mix the food type in multi specialtyrestaurantIf guest, always give a good feedback Appreciate the efforts / ambience or foodDiningBusiness Etiquette & GroomingContdServingPass food to the rightTransfer dip to your platePlates are served on the left.Dishes removed from the right.32

Do not unfold with a jerk, keep it on seat when leaving the table to indicate youve not finishedPut it on table not on plate when you finish mealIf on formal lunch / dinner do not eat very cheesy things if youre not comfortable handling it,Just swab the napkin on face do not use wipe your faceDiningBusiness Etiquette & GroomingNapkin:Contd33

ModerateDo not mixDo not experimentFirm refusal when finished quotaWine ProtocolAfter Dinner:If host then see the guest off to doorIf guest thank & give counter invitation. If Hostess is available make it a point to individually thank her.DiningBusiness Etiquette & GroomingDrinking:ContdWine Drinking Protocol Video34

DiningBusiness Etiquette & Grooming35

DiningBusiness Etiquette & Grooming36

DiningBusiness Etiquette & GroomingBasic Dining Etiquette-Using Main Course37

DiningBusiness Etiquette & GroomingBasic Dining Etiquette-Using Finger Bowl38

Give with grace, smile & humilityIf gifts are of different values then give the costly one separatelyGifts to be of appropriate value- Respect the gift normsFind in advance who all you will be meetingAlways carry some extra giftsGiftsBusiness Etiquette & GroomingFind in advance who all you will be meetingGivingAlways open & appreciateReceiving39

Do not tip if unhappy but express you dissatisfaction politelyShould be 10 to 15 % If in USA - Hairdresser, Cabdriver, Bartender, Porter, Musician expect itTipsBusiness Etiquette & GroomingIf service charges included in hotel then no need to give. 40

Hong Kong, Russia, bargain hard, Singapore once and then final, eating etiquette, Greeting - How do you do? Hi Namaste Salaam Alekum / Alekum Salaam etc Europe/USA bargain only up to a pointProtocol of Different Countries Business Etiquette & GroomingMiddle East - How to treat women? When guest at home - do not talk unless they talk, do not offer to shake hands, do not directly look at their face41

Office ProtocolBusiness Etiquette & GroomingBe positive about yourself, your work, your boss, peers, coworkers, customers, suppliers and company

42

Office ProtocolBusiness Etiquette & GroomingWinning is not a sometime thing; its an all the time thing. You dont win once in a while; you dont do things right once in a while; you do them right all the time. Winning is a habit. Unfortunately, so is losing.

43

Always say positive things about your organization to outsiders. If unhappy about something discuss with your superiorBoastingSupport the teamGrumblingOffice partiesLoose talk Office ProtocolBusiness Etiquette & GroomingArguments44

Time & Place punctualityHygieneQueue ProtocolsCar SeatingLift / DoorDriving with guestGeneral ProtocolBusiness Etiquette & GroomingDoorbell / PhoneObeying rules, smokingMob behaviour Contd45

Small Courtesies Thanks, Youre Welcome / SorryMistakes Apologies & be graceful to accept apologies Do not ArgueDo not give false promises / commitmentsSay Bless You when someone sneezingDont miss to go for office partyProtocol to a lady on social occasionGeneral ProtocolBusiness Etiquette & GroomingChewing gum46

THANK YOU! Presented by: Mihir Sheth mihir.sheth@v3kt.com