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Business Communication
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Business Etiquette
Learning Outcomes To understand basic corporate etiquette
To enhance comfort level in formal business
situations
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Business Etiquette
Agenda
What is Etiquette ?
Basic Rules of Etiquette Handling Introductions
Telephone Etiquette
Business Dining
Business to Business Etiquette
Respect Hierarchies
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What is Etiquette ?
The word Etiquette means conventional
rules of social or professional conduct
Unwritten rules Help you realise your behavior is appropriate
or inappropriate .
Fundamental rules that get business done Ignorance will lead to being singled out as
loners or Headstong persons
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Basic Rules of Etiquette
The Art of Introduction Positive FirstImpression
Rules for making introductions correctly
In case of prior fixed meeting ,introduceyourself first by telling your name and purpose
Do not use honorific words ,such as
Sri,Smt,Mrs ,Mr,Ms while referring to yourself Speak your name slowly and clearly Distinct
articulation .
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Meeting and Greeting
Who introduces who?
Traditionally, a man is always introduced to awoman. Not necessarily in business.
Highest person of rank is mentioned first.Remember: Big, may I introduce Small.
A younger person is always introduced to an olderperson
It is helpful to include the persons title
Always state your name.
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Entering a room
The Art of Introduction-
Lowest-ranked person
TO
Highest ranked person
JuniorTO Senior
FamilyTO Stranger
Female TO Male
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How to introduce other persons-
The Protocol
Person of highest rank
is introduced to others:
ie Mr. Senior, I wouldlike you to meet VP, Mr.
Junior. Mr. Junior, this
is Mr. Senior, President.
Clients are alwaysintroduced first
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Tricks for remembering names
Repeat the persons name a few times to
yourself after youre introduced.
Use the persons name immediately in the
conversation after an introduction.
Immediately introduce that new person to
someone else you know.
Jot down the persons name
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Handshakes-Must be accompanied by
eyecontact and a genuine smile
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The Pull-In
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The Two-Handed Shake
(Politicians Handshake)
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The Topper
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The Finger Squeeze
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The Bone Crusher
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The Palm Pinch
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The Limp Fish
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GreetingsWhen meeting someone
rise if you are seated. smile and extend your hand.
repeat the other personsname in your greeting.
A good handshake is important
it should be firm and held forthree-four seconds.
In the todays business world it isnot necessary to wait for a femaleto initiate the handshake. Females
& males should both be ready toinitiate the handshake.
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Basic Telephone Etiquette
Handling business calls requires awareness of
our unconscious actions which often amounts
to bad manners or lack of appropriate skills of
effective invisible interpersonal
communication
The way we receive,respond,speak, or hang
up is as often important as what iscommunicated
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Calling Handling
Be brief and concise
Prepare before calling
How to begin or receive a call
If the call is cut off
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Common Telephone Courtesies
Use polite words -Please , Thank you
Use Interrogative form for making request
Could I or May I instead of direct categoricalstatement like I want to talk to
Seek permission for holding calls
Calling at odd hours
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Dining Etiquette
A set of rules that govern the expectations of
social and dining behavior in a workplace,
group or society. Table manners are visible signs that you are a
polished and knowledgeable professional.
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Interviewing Meals
Employers need to trust you can represent
them in social settings with customers, clients,
colleagues and competitors. They will be
watching your dining manners.
The focus is on the interview, not the food!
Eat a light snack before you go, as you might
not get to eat much.
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The Name Tag
Name Tag should be placed
on the right hand side of
your front shoulder area
The logic:When shaking
hands it allows for a
natural progression for theeyes to the name tag
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Formal Dinners
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Table Settings
Solids to the left Liquids to the right
bread and drink
Pick up silverware from the outside in toward your plate
Put napkin on lap as soon as host does.
Napkins remain on your lap until completion
of meal. Never use as a bib.
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Table Setting
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Ordering
Take your lead from your host when ordering.
Do not order the most expensive item on themenu.
Order something that will be easy to eat andnot messy no spaghetti, chicken wings, ribs,etc.
Do not order alcohol! If the host orders abottle of wine and insists, only have ONE glass.
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Service
Wait for your host/hostess to pick up his/her
fork to eat first.
Wait until everyone at the table has been
served before beginning to eat.
Never reach across the table for something,
always ask for it to be passed.
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Service
Salt and pepper are always passed together.
Food is served from the left and dishes are
cleared from the right. Everything gets passed to the right. If you are
first to take the bread basket, offer to your left
first, take your piece, then pass to the right.
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Proper Starting
Position
Solids on
your leftLiquids on
your right
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Utensils
Do not make a fist around the handle of theutensil.
Continental style: cut food one bite at a time,
use the fork in left hand, tines down, to spearthe food and bring to mouth.
American Standard style: cut food a few bites
at a time, lay the knife across the plate (sharpedges toward you), and switch fork to righthand to eat.
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American Style Of Eating
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American Style
Resting Position
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American Style
Finished Position
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European Style ofDining
Follow Step One of American Style.
Leave your knife and fork in same position as
StepO
ne. Take bite with fork in left hand and place food
in mouth with tines face down.
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European Style ofDining
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European Style
Resting Position
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European Style
Finished Position
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Using Napkins
Place your napkin on
lap after every-one has
been seated. Fold your napkin in half
with crease toward you.
Use your napkin as
necessary.
Place your napkin on leftside of plate when
temporarily leaving table. Leave napkin in lap until
everyone is finished.
Place napkin to right ofplate at end of meal.
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Drinking Beverages
If the glass has a stem, hold the glass by the
stem to preserve its chill.
Tuck empty sugar packs, plastic cup from
creamer under the rim of your plate or under
the edge of saucer or butter dish
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Take small bites, keep yourmouth closed and finish
chewing before continuing
your conversation.
Try not to gulp your food, itisn't very attractive.
Do not blow on food that is
hot.Wait until it cools or eat
from the side of the bowl,
when having soup.
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Posture and Elbows
Sit straight and try not to
lean on the table.
Keep your elbows off the
table and close to the bodywhen you are eating.
However, when you stop to
talk, it is okay to rest your
elbows on the table and
lean forward.
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Bread and rolls should be broken with your fingers, insmall pieces and buttered one piece at a time.
Cut several pieces of meat(or main course) at a time.
Use your knife to cut lettuce if needed.
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Excusing Yourself and Problems
Be discrete if you have problem with the food.
Remove food the same way it went in-on silverware.
Excuse yourself, if you have to leave the table.
Turn your head from the table when you cough orsneeze.
If someone uses your bread plate as their own do not
inform them of their mistake, simply use your dinnerplate. Do not use the bread plate on your right as areplacement.
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What to do when finished with
your mealand
Leave your plate where it is, do not push it
away.
Place knife & fork horizontally or diagonallyin the plate. (Indicates to server you are finished)
Place the napkin to the left or right of your
plate, or in the center of your plate.
AndWhoever extended the invitation to
dinner should pay the bill.
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More Important Tips.
Always be on time. If you are late, call thehost/hostess.
If you are uncertain about how or when to use acertain utensil, watch others and do what the
majority of them do. If a little bowl of water is on the table, or appears
with the dessert, wash tips of your fingers in it.Dry them on your napkin.
Meat ordered with bones, should be eaten withknife & fork (cornish hen, ribs). Never use yourfingers.
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More Important Tips.
Ordering spaghetti (shell pasta) easier to eat
Eating peas from a dinner plate use knife to pushpeas onto plate. Eating out of a bowl, use spoon.
Never discuss controversial issues (religion,politics)
Never chew gum
Do not talk with mouth full of food
Do not apply make-up, lipstick at the table
(May not be able to apply all of these rules to banquet meals)
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10 Common Dining
Faux Pas
Napkin on lap before everyone is seated.
Blowing or stirring soup.
Eating ice cubes. Eating before everyone is served.
Breaking dinner roll in half rather than tearing
a bite-size piece.
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Faux Pas (cont.)
Talking with food in your mouth.
Chewing with mouth open.
Eating a larger than bite-size piece of food. Blowing your nose at table.
Pushing your plate away.
Stacking dishes.
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Knowing the guidelines and executing with style and grace
will boost your competitive edge.
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Business to Business Etiquette
Individuals represent companies Companys
image builder
Be loyal to your organization-Highlight the
positives
Confidential Matters-Help others to develop
trust in you
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Role Plays-Telephonic Conversations