Business Etiquette

“You must discipline yourself to

understand that communication

is the basis for effective work

space relationship”

Communication in the Work Place

• PROMPTNESS – No communication – mail, text messages, etc. , should be left

unanswered for 24 hours

– Make sure to reply every question asked in a mail.

– Check your email and phone messages first thing in the morning

Why?!Not answering leads to confusion, panic and breaks the chain of understanding.

“I have received your

message”

Communication in the Work Place

• THOUGHTFULNESSAlways be thoughtful in giving response to messages. Think through the message, put yourself in the eyes of the sender, never be in a hurry to reply messages

“don’t sacrifice process for

speed”

Communication in the Work Place

• RESPECTBe unfailingly polite in business communication, except in very exceptional situations – and even then ask yourself “Is it entirely impossible to be polite?”

• Politeness > Greetings in mails• When it comes to some people who are to be respected,

then salutations and appropriate sign-offs are non-negotiable.

• Your choice of words are important as the person only reads and cannot see your body language

Effective Communication

“Reduce your emotions to the barest minimum when

communicating; all that should remain are the

words”

Say it!

It is not about what you mean-to-say but what you actually say.”

Effective Communication

• Written & Spoken• General Client Relation• Meetings & Presentations

Effective Communication

•Written & Spoken• General Client Relation• Meetings & Presentations

Effective Communication

• Written & Spoken

– Use asterisk, bullet points, numbers, etc., when responding to multiple inquiries.

– In business writing, avoid business writings that are semi formal, if you are not familiar with the person.

– Do not write as you would talk

– Try to say as little as possible – brevity is a strength.

Effective Communication

• Written & Spoken

•General Client Relation• Meetings & Presentations

Effective Communication

• General Client Relations– Pay attention to every detail – listen

attentively/read carefully

– Accept ALL criticism, because it becomes

constructive and not otherwise when you

make it to be.

– Put yourself in ‘em shoes

– Maintain good relationship with your clients

and suppliers; but bend more towards the

client’s side.

– Learn to satisfy your client because every

unsatisfied client is money wasted.

Effective Communication

• General Client Relations

“The Client is always right”

Effective Communication

• General Client Relations

Always Imagine :

Client = BankYou = Investment

• Maintain open-line communication with your client at all time.

• RESPECT ém• Do not starve ém with info. Be Available!• Staff = Client Relation Officer• Walls have ears – do not speak ill of your organization in

public

Effective Communication

Take advantage of

INTERNAL COMPLAIN

PROCESS especially for RED that allows for fairness and open communication.

Effective Communication

• General Client Relations– Notify ém of their social mentions

– Treat people with a smile and cheerfulness

– “It aint their business if you woke up on the wrong side

of the bed”

– Never raise your voice with a client – you may win the

argument but not the war.

– You can make your point without arguing

– Have a feedback mechanism in place at all times. No

need to wait for criticism.

Effective Communication

• General Client Relations

“Excellent customer relation is based on

AGREEMENT and not

ARGUEMENT”

Effective Communication

• General Client Relations– Do not hurt the pride of your client, partners and

associate. Pride is important to ém all.– There is no such thing as “our BIG customers”. All

require equal level of respect.– One episode can destroy a long-built relationship. Be

careful.– Be discrete when it comes to disclosing information to

your client. They are not interested in your internal policies.

– Give ém the impression: “I got you on my mind always”

Effective Communication

#1 Policy – Do everything to satisfy your client.

Effective Communication

• Partners Relations

– Make your suppliers life as easy as

possible; don’t take advantage of ém.

– Treat ém with RESPECT!

– Understand People! We are made up of

EMOTIONS and not LOGIC.

– Pay suppliers promptly.

Effective Communication

• COMPANY REPRESENTATIVE– Always speak good about your company.

• Don’t talk to much but be ready for any question.

• Everybody is a MARKETER for the organization

• You can be a superstar by being brilliant, you can be build a

super brand with understanding.