Wipro Etiquette Book2[1]

8/2/2019 Wipro Etiquette Book2[1]

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etiquettethe little book of


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I started sending out the weekly mailer on Etiquette as an

attempt to share simple tips that help us succeed in a global

business environment. The series generated a tremendous

response from the employees. Several of them asked me to send

them a compilation of these tips. This book happened as a result ofthat suggestion.

As a caveat I must state that while these tips are generally

acceptable in most countries, there may be the odd exception

for a particular setting or country, and for that, please use your

discretion, or better still, ask your host.

If you have suggestions and ideas for business situations we should

cover, maybe we will go for a sequel ! Until then happy reading.

Abhijit Bhaduri

Chief Learning Ocer, Wipro Ltd.


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Business dressing is different from dressing for partiesand social occasions. If your role requires you to be involved

in formal meetings with clients then these power dressing

tips could help you decide what to wear to the office.


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P ower D ressing

Choose suits with jackets and skirts that are appropriate for your

body type. Long jackets that cover the hips are flattering for most

women. Avoid excessive use of bright colours and wild patterns.

Sarees should be understated but elegant. In business settings wear

sarees with small prints. Avoid large floral prints.

Wear comfortable hosiery to complement your outfit.

Your belt should match your outfit.

Your shoes should complement your outfit. Keep a spare pair ofshoes in the office to wear for unexpected formal meetings.

H and bags

Dark leather handbags go well in business settings.

Briefcase/handbag colour should be coordinated.

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Wear natural looking makeup that matches your skin tone.

Lipstick, mascara and light dusting of powder are enough.

Avoid heavy eye liners, eye shadows and thick rouge.

Avoid elaborate hairstyles. Keep your nails clean and neat.

Keep your jewelry and accessories simple and limited.

M a k e - U p

H y giene

Brush your teeth after every meal. Keep a toothbrush,

toothpaste, breath mints and mouthwash handy.

Avoid strong perfumes. Be sensitive to the fact that some

individuals could be allergic to perfumes.

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Here are a number of suggestions on what is consideredacceptable in most countries and occasions.

P o wer Dressing

Wear your suit jacket when you conduct business outside your

office. Business suits have a way of visually enhancing your authority

especially if you are wearing a dark colored formal suit. Most

business settings prefer you to be in dark colored charcoal grey suits.

Brown suits are not considered appropriate for formal settings.


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Do not wear short-sleeved shirts under suit coats. Showing a clean

cuff is a must.

Ties should be silk, preferably. Choose ties with designs that are

understated and coordinate well with the suit and shirt. e length

of the tie should end at the top of your belt.

Coordinate your shoe color with your business suit. Black shoes

go well with charcoal and black or navy suits. Match your socks to

go with the trouser color. Ankle length or light colored socks with

bright patterns are not appropriate in business settings.

Briefcase

Your briefcase should be of leather, brown or black. If you decide to

carry a notebook computer, then consider a bag of quality standards

that does not detract from the effect of the business suit.

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Your hair should be trimmed, well-combed and clean. Keep a

small comb handy for using prior to stepping into an office.

Keep hands and fingernails scrupulously clean.

Brush your teeth after every meal. Keep a toothbrush, toothpaste,

breath mints and mouthwash handy.

Avoid using heavy cologne. ey are more appropriate for social

occasions. Besides some people are allergic to strong smells.

H y giene

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Beforepeople judge your professional abilities, they drawconclusions about you from your appearance.

If you were to visit a new clinic and see the doctor attired in

bright prints, it may shake your confidence in the person.

Although the unconventional clothes do not change the skill

level of the doctor, you may be distracted as your impression of

him may not be as positive.

Hence, when you are involved in formal business with clients

your confidence should be reflected by your external appearance.


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Business wardrobes are designed to deflect attention during

a conversation. Glitzy flashy clothes and accessories are not

considered business attire.

Business settings tend to favor a few colors - Navy, Charcoal

Gray, Black, Khaki and White.

Jeans are a definite no-no in most corporate workplaces

especially in those roles that require interaction with clients.

Wear collared t-shirts to the office. Avoid collarless t-shirts

with doodles or slogans printed on them.

Bu siness Wear

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Khaki pants, long-sleeved shirts in blue, white or neutral, black

or brown shoes and belt, and a black or brown leather or ballistic

nylon briefcase/notebook computer case.

Reco m m end ed Fo rm al A ttire

A dark blue or charcoal grey wool suit, white shirt or blouse,

black shoes, black belt, and black leather briefcase/notebook

computer case.

Reco m m end ed C asu al A ttire

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Whenyou dress for work, pay attention to your shoes.Even if you dont, others will. Whether you realize it or

not, your shoes, which are usually the last thing you put on

before you walk out the door, are the first thing that other

people notice. ere are actually people in this world who

make it a point to check out what others are wearing ontheir feet.


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Most people are not checking to see if you are wearing the latest

fashion in footwear, but they do take note of whether your shoes

are appropriate for the workplace or not.

e shoe you choose should fit your business attire and completeyour professional look. If you wear formal business dress, your

shoes should be a high-quality lace-up or wing tip. If your normal

business dress in less formal, select a quality loafer.

Athletic shoes and sandals are taboo in the workplace, even on

Casual Friday.

e business person who does not pay attention to his shoes sends

a message that he does not pay attention to other details as well.

Workplace Shoes

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Your shoes should be well-maintained with no scuffed up toes

or rundown heels.

ey should be polished to a glossy shine.

Keep a spare set of shoes just in case you have to go for a formal

business meeting.

Keep a small can of shoe polish and a brush to shine your shoes

before you go for any meeting.

Maintenance and Shine

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Its hard to write about shoes without referring to socks.Regarding business etiquette tips on socks in the workplace,

here are the few simple rules.


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Wear them. Although there is a growing trend within certain

generations not to wear socks to work, dont fall into that trap.

Make sure that your socks match. Not only do they need to

match each other, but they also need to match what you are

wearing. Your socks should be the same color as either your

shoes or your trousers.

White socks are absolutely taboo at work.

So ck s a nd the W o rk place

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Avoid busy socks. Subtle designs are acceptable, but too

much pattern can detract from your professional appearance.

To be on the safe side, stick to solids.

Length is critical. Short socks might be fine for certain casualafter-hours events, but during the business day, choose mid-

calf. No one wants to see a mans bare leg in the office.

ink of your socks and shoes as the finishing touches to

your appearance.

Design and Length

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Do you want look as fresh, smell as fresh and be as fresh atthe end of the workday as you were at the beginning? e things

you eat and drink during the workday can take their toll on you

before the day is over. By the time you meet with your clientsafter lunch, or even following your morning coffee, you may

have developed dragon breath. e onions or the garlic that

you enjoyed in your favorite lunch dish will most assuredly come

back to haunt you.

So how does one handle the issue of potentially offensive breath?

Its simple.


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Keep your toothbrush and tooth paste handy in your desk drawer

and use them during the day, especially before face-to-face

meetings with clients.

A quick 30-45 second wave over your teeth with a toothbrush

not only eliminates offensive food odors but also removes

little food particles that stick to your teeth after a meal.

Brush up as often as you can during the day and at the end.

Avoid eating garlics or raw onion before a business meeting.

Fresh al l d ay

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Breath mints are not as effective as tooth paste, but better than

nothing at all.

Mouthwash is generally so strong that people can smell it before

they see you, and they may wonder what you are trying to hide.

Brushing your teeth after a meal or after having beverages like

coffee keeps your breath fresh.

Breath Mints and Mo u thwash

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Eau de cologne, perfume, aftershave, deodorant or ashower and mild bath soap? Which is the right answer for

the workplace? Should you show up for work smelling as if

you hit the big weekend sale for perfumes and aftershaves at

the local mall, or should you reserve your favorite fragrance

for after hours? When it comes to the workplace, heavy

smelling colognes and fragrances have no place.


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Many people have allergic reactions to perfumes. Limit the use

of fragrances out of consideration for others in the workplace.

Dont have them gasping for air.

Personal hygiene and cleanliness are a must in business.

A morning shower with a good soap or shower gel followed by

the use of a deodorant should be part of your daily routine.

Add to that freshly cleaned and pressed clothes and you will

make a pleasant and positive impression.

A llergies

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Follow the same routine after hours and weekends, but add your

favourite fragrance to turn those times into social occasions.

A fter H o u rs

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Punctualityis a simple way to show courtesy andrespect for your customers, clients and colleagues.

When you show up late for appointments, meetings or

meals, you send a clear message to others that your time is

more important than theirs.

Punctuality should not be viewed as the art of guessing

how late the other person is going to be. Instead it should

be valued as the heart and soul of good business.


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Ifyou are of the opinion that a handshake is simplya greeting gesture, you are quite mistaken. A simple

handshake conveys a lot of information regarding the

personality of the individual. It, therefore, becomes

important to be aware of the correct etiquette of

shaking hands to set a good first impression.


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In many cultures around the world, the custom of greeting

another person and shaking hands vary. It is advisable to read up

on social courtesies of the countries where your visitors are from.

Be sensitive about cultural nuances of the country you are

visiting. In some cultures men are not expected to initiate

shaking hands with a lady. Men should always wait for the lady

to extend her hand before initiating a handshake.

Always keep handshakes brief, especially at business meetings.

If you are seated and an individual extends his/her hand for

a handshake, it is correct etiquette to stand up to receive the

handshake. Remaining seated is considered very impolite.

Be C u ltu rally Sensit ive

T he A rt o f the H and shak e

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Maintain adequate distance between the opposite party andyourself to handshake comfortably.

Maintain eye contact while shaking hands. is makes the opposite

party feel welcome and comfortable.

Make sure your handshake ends before your conversation does.

A handshake should emit a feeling of strength, dignity and warmth.

A handshake is gesture of friendliness and not a display of physical

strength. Be firm and complete in your handshake but do not

squeeze the other persons hand.

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Business cards are an internationally recognizedmeans of presenting personal contact details.

Business cards are generally exchanged with both

hands and with respect, at the beginning or the end

of an initial meeting. A business card is important in

making a good first impression.


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A business card should include your title.

Always keep your business cards in pristine condition. Carry them

in a slick but elegant card holder and have a plentiful supply.

e card should have clear information in English on one side and

the local language on the other if you often meet people whose

business language is not English. Good business etiquette requires

you to present the card with the recipients language face up.

Bu siness C ard Details

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e goal of etiquette in personal and professional situations is tomake other people feel comfortable and at ease. is applies to all

people, but especially when you are interacting with persons with

disabilities.

If you are personally and professionally interacting with a person

with disability for the first time, you may be unsure of what to do

or say. It would be helpful to remember that people with disabilities

are people, too. ey have feelings and emotions, hopes and dreams,

like everyone else. ey expect to be treated with dignity and

respect just as everyone else. Persons with disabilities, persons

who are hearing-impaired, persons with visual-impairment

and persons who use wheelchairs are globally accepted terms asopposed to handicapped, physically-challenged, blind, deaf,

and wheel-chair bound. As you will have noticed, the accepted

terms always have people, or person in the terms.


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Your speech and your focus should be on the person, and not the

disability. e person is not the condition.

Be yourself. Treat people with disabilities the same way you

would anyone elsewith courtesy and respect. Engage in small

talk and use your normal tone of voice. If you are relaxed, theother person will feel more comfortable which is the whole point

of etiquette.

Communicate with consideration. Talk to the person directly, not

to an aide or interpreter. If you dont understand, ask the person

to repeat. If you are not being understood, try again. Make sure

that the other person knows you value the communication.

Be sociable. Include persons with disabilities in all conversations

and activities. ey will tell you what they can and cannot do.

C o m m u nicatio n Etiq u ette

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Ask first if the other person wants help.

Use touch with care. A touch of the hand can be demeaning or

intrusive if done thoughtlessly. Wait for a gesture or request on the

other persons part.

Be helpful. However, dont automatically provide assistance.

If you are not sure what to do or how to do it, ask for instructions.

Shall I take your arm or do you want to hold mine?

Be aware of the environment. If the person is hearing-impaired,

make sure your surroundings are free of extraneous noise and are

well-lit. With someone who uses a wheelchair, be sure everything

from the parking lot to the restroom is accessible.

Disability etiquette is based on fact, not assumption. Never assume

what the other person wants or needs. If you dont know or arentsure, ask before you act.

A ssistance Etiq u ette

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Manypeople who have hearing disability communicatewith sign language and consider themselves to be membersof a cultural and linguistic minority group. Some of them

lip read and speak.

Here are some points to consider while communicating witha person who is deaf or having a hearing impairment.


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Always ask the person regarding her/his preferred mode of

communication. Some prefer sign language and some lip read

and speak and some write to communicate.

If there is a sign language interpreter with the deaf person,

speak directly to the person, not to the interpreter.

Face people so that they can see your lips.

Face the light source and keep things, such as your hands, awayfrom your mouth.

C o m m unicatio n Etiq u ette

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Speak slowly and clearly, but do not raise your voice unless asked.

Shouting does not help.

If you are asked to repeat yourself, do so patiently and courteously.

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Aperson in a wheelchair is a wheelchair user ora person who uses a wheelchair. He or she is not

wheelchair bound. Here are a few things to remember

when interacting with people who use wheelchairs.


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Talk directly to the person, not to a companion or aide. It is

demeaning to wheelchair users to treat them as incapable of

communicating.

If you are having an extended conversation, pull up a chairor crouch down to the level of the person in the wheelchair.

Imagine how uncomfortable it would be to have to talk to

someone for a long time with your head at an odd angle.

A wheelchair is that persons personal space so never touch or

lean on it without an invitation or permission.

C o nversing with a W heelchair U ser

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Dont assume that you know what to do to help someone in a

wheelchair. People who use wheelchairs require various forms of

assistance. Ask first if or how you may assist.

Simple things you can do to show courtesy to people who use

wheelchairs without having to ask permission are to hold doors

and to move obstacles that may to be in the way.

Treat people in wheelchairs as you would anyone else. Dont be

afraid to use language like Would you care to go for a walk?

Life changes in an instant. What you do for someone in a

wheelchair today, may benefit you or a loved one tomorrow.

A ssisting a W heelchair U ser

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Ifyou work in a tall building, taking the elevator orthe lift is inevitable. People take it for granted, making it

the site of some of the most common etiquette blunders

youll ever encounter in the workplace.


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Wait in queue and then follow the queue even as you board the

elevator. Stand back and allow others to exit before you board.

Hold the door for those hurrying to get on. Dont stand idly bywhile the door shuts in someones face.

Give people their personal space in an uncrowded elevator

Dont call out your floor to the person standing nearest the

buttons as if that person is the lift operator. If there is space to

do so, press the button yourself.

Ord er and Space

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Avoid carrying on personal conversations.

Using your cell phone is an absolute no-no. e elevator

is not a phone booth. Treat the elevator as an extensionof your workplace, and behave as if your most important

client is in there with you.

Being polite in the office elevator is the first step in the

right direction in workplace etiquette.

C o nversatio ns and C ell P ho nes

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Statistics, extrapolations and counting by theRadicati Group estimate the number of e-mails sentper day in 2010 to be around 294 billion. How many

of those wind up in your inbox? Some days it may look

as if they all do.


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Keep your e-mail message brief and to the point. e amount ofe-mail that business people receive today is overwhelming.

Most people follow a simple system for deciding which messages

to read first. ey look to see who sent the message and what it

is about. Next they open the mail. If what they see is a page that

is covered with text, their next move is to delete the message orfile it away to read later. In most cases later never comes, and the

message is ignored.

If you want your e-mail to be read, use short sentences and short

paragraphs. Make sure there is lots of white space.

If you find your message growing and growing, pick up the phone

or schedule a meeting. It is probably time to have a discussion.

Use the Reply to All function only if everyone on the original

address list needs to know. With everyone buried in e-mail on a

daily basis, no one appreciates receiving unnecessary messages.

B e B r i e f

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Most people use a simple time-saving method of opening their

e-mail based on the sender and the subject line. Very few people

read e-mail in the order in which it was received. erefore, your

subject line needs to be as important to the recipient as you are.

Your subject line is like a headline. It should be clear, concise

and appealing. No matter what priority you give your e-mail,

if the subject line itself is vague, your message will go to the

bottom of the heap.

Mak e y o u r su bject l ine m eaningfu l

C heck the ad d ress l ine carefu lly

Check the address line carefully when you use the autofill feature tosend an e-mail. You run the risk of sending e-mails to people who

are easily offended and annoyed by the time they wasted trying to

figure out unexpected correspondence. Worst of all, sending an

e-mail to the wrong person can make you look unprofessional.

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e French came up with the first formal request forreplying to invitations. e words Rpondez sil vous plat,

meaning please reply, were soon abbreviated to RSVP

which is recognized worldwide. Whether an event is social or

business in nature, the host or planner, for obvious reasons,

needs to know who will be attending.


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e Wipro online invite system is simple, direct and user-

friendly. ere is no need to write a formal reply, make a

phone call or craft an e-mail response. All that is necessary

is to open the message, read the details regarding who issued

the invitation, the purpose of the event, the date, the time

and the place.

Your required actions are to check your availability

immediately, move to the top of the screen and check one the

following: Accept, Decline, Tentative or Propose New Time.

One click and youre done.

W ipro Onli ne Invite Sy stem

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If you checked Tentative, you must get back to your host as soon

as you have a definite answer. It does not matter if the invite is for

a meeting, a workshop, or a meal function, a response is required.

Failure to do so is discourteous and disrespectful.

Finally do what you say you will. If you accept, show up. If you

decline, stay away. If your plans change at the last minute, make a

phone call.

Respo nd ing Etiq u ette

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Telephoneetiquette means being respectful to the personyou are talking with, showing consideration for the other persons

limitations, allowing that person time to speak, communicatingclearly and much, much more. Good phone etiquette is important

because we cannot see the facial expressions and body language

of the other person and they cannot see us. We must compensate

by choosing our words carefully and using much more tone

inflection to convey our message than if we were face to face.


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Answer the phone within three rings and do it with a smile. eother person can hear you smile.

Greet the caller by introducing yourself. If you made the call, do

introduce yourself and ask if it is a good time to talk or should you

call back at a time that is more convenient.

Speak into the phone clearly so stop chewing gum, eating or

sipping coffee before you answer. Make sure the background sounds

are not making it hard for the person to listen to the conversation.

Pacing around while speaking into a mobile phone results in the

signal getting disturbed in some cases. So it is best to be in one placeduring the call. It will also help you to focus on the conversation.

Keep a piece of paper and pen as you answer the call. It helps to

write down things you had agreed to do or information you would

look up.

Wait for the other person to pause or stop speaking before you step

in with your point of view.

Respo nd ing Etiq u ette

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Before placing a caller on hold, ask for their permission first andthank them. It is better to return a call than to keep someone on

hold for too long.

Always ask for the best number as well as an alternate number,

and the best time to have a call returned to the caller.

When transferring a call, be sure to explain to the caller that you

are doing so and where you are transferring them.

Do not use the hold button if you are participating in a

conference call that puts on the hold music and nobody can

hear anything else.

H o ld ing a nd Transferring C alls

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Atelephone call is always an interruption. No one inbusiness is ever sitting at a desk with nothing to do but

wait for the phone to ring. Given that bit of information,

one should consider how to begin, hold and end a

conversation and come across as a polished professional.


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e most polite way to begin is to ask the other person,

Is this a good time to talk? is not only demonstrates your

thoughtfulness, but it also allows the person you called to let

you know if he or she has someone in the office or is in the

middle of a project.

Asking the question Are you busy? is unprofessional and

implies that the other person doesnt have anything else to do.

Even if you only want to ask one quick question, find out if

the time is right.

Once you have other peoples permission to continue, treat

their time well by limiting the topics of conversation. It helps

if you organize your thoughts before you place the call and if

you begin by stating what you would like to discuss.

Mak ing Telepho ne C alls

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It is all too easy to wander off course and ramble through the call if

you dont have your act together at the beginning. When you realize

that you have other issues to discuss, return to your original question

and ask if the other person has time to talk about additional subjects.

If the answer is no, you can schedule another call. If the answer isyes, take notes of all that was discussed.

Just because you have time to talk, doesnt mean that others do.

e best way to maintain good business relationships is to show

consideration for your clients and colleagues.

Be C o ncise and P recise

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Conferencecalls have become the norm in todaysglobal workplace. With todays geographically dispersed teams,

travel restrictions and global business connections, conference

call etiquette is a key part of any professionals skill set.


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Conference calls occur in a variety of time zones and the

person planning the calls needs to be mindful of the time of

day or night for each participant.

It is virtually impossible to schedule calls at everyonesconvenience. ose who plan them should do their best to

accommodate the majority of the people on the call.

Verify the actual time that the call will take place in each

location. It alerts everyone on the call of the time challenges

that some on the call may be facing. It also eliminates anyconfusion and assures that everyone is on the phone at the

right time. Use http://www.timeanddate.comto find aconvenient meeting time.

P lanning C o nference C alls

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Be there on time for the call and announce yourself when you

join or leave the call. A conference call is like any other meeting

- arriving late is rude.

Start the meeting on time. Take a roll call so everyone knowswho else is present. Say your name before you speak. Others

may not recognize your voice.

It is unethical to invite others to listen in to a conference call

without seeking explicit permission of everyone present. For the

sake of propriety, courtesy and confidentiality, inform the othersthat you are present.

Finally, if you were not invited, do not be present.

C o nference C all C o u rtesy

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Speakerphones are a great tool in business for makingconference calls, but they can also be an incredible nuisance.Be considerate of people around you when using yours.

e speaker phone function is not intended for your

convenience so you can engage in a variety of activities while

talking on the phone.

In todays world of offices without walls or doors, speaker

phones should only be used behind closed doors. ink of

the effect on the people who are trying to work in adjacent

cubicles and consider the privacy of the person on the other

end of the line. Schedule a conference room or borrow

someone elses private office before you dial.


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One of the most convenient features of your e-mailprogram is the out-of-office reply function. It allows those

who are trying to reach you to understand why they might not

hear from within the usual time period. You have the option of

telling people where you are, what project you may be involved

in, when they can expect to hear from you and how to contact

you or an associate if an immediate reply is required. You can

say as little or as much as you want. Remember that the people

who are trying to contact you are potential clients, current

customers or professional colleagues. is is just one more

opportunity to make a positive impression.


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Your message may reach the customer, a potential client and

even a competitor so craft the message accordingly.

Keep it brief. It is not necessary to provide your schedule for

the next two weeks.

Use complete sentences. A message that reads only Out of

Office is too abrupt.

You can set rules that will enable you to get the most of

this feature.

K eep it Brief

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Let people know when they can expect to hear from you or how

often you will be checking your e-mail.

Give them options. If you are not going to be available, tell

them whom to contact and how.

Finally when you return to the office, turn off the Out-of-

Office function.

P ro vid e C o m plete Info rm atio n

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Voicemail is one of the best tools you can use in business.Unfortunately it can be one of the most abused. In spite of

our reliance on e-mail, there is still no substitute for the old-

fashioned phone call and human contact.

Since most of us are not sitting by the phone waiting for it to

ring, we rely on voice mail when we are unavailable.

Regarding business etiquette on voice mail, here are a fewsimple rules.


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ink of your voice mail greeting as step one to a positive impression.

e key to effective and impressive voice-mail starts with your greeting.

Record it in your own voice, else it becomes as impersonal as e-mail.

Start with your name, organization and department so the caller is

assured of having reached the right person.

Ask the caller for appropriate information such as Please leave your

name, phone number and a message.

Next, add what you will do. I will call you back (Resist the urge to

instruct people to leave a brief message - it can sound offensive.)

Recording Your M essag e

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Advise callers if you will be out of the office for an extended

period so they will know when to expect a return call.

If you have the option of offering a second contact person,

clearly and slowly state the persons name and number. Repeat it

so people have time to write it down without having to call back.

Change your greeting frequently so that it is up to date,

especially if you mentioned that you would be out of the office

during a certain time period.

P ro vid ing A lternatives

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Callersseem willing to take all the time in the world - oftentoo much - leaving a message, but when it comes to saying theirphone number, they slip into fast forward mode.

ere is little you can do to improve other peoples voice mail

etiquette, but you can work on your own.

Begin your message by identifying yourself and leaving your phone

number. When you give your number at the beginning of the call,

your natural tendency will be to say it more slowly and clearly than

if you wait until the end. When you have concluded your message,

repeat your number again.

e person you called will appreciate your consideration and look

forward to calling you back. at customer, client or colleague willonly have to replay the beginning of your message to verify the

number. On the other hand, the person who has to listen to your

message ten times to understand the phone number will not be in

any hurry to return your call.


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Are you tired of having to listen to long drawn outand often difficult to understand voice mail messages?

You can stop the cycle by leaving concise and well-

prepared messages. Since most of us rarely connect with

the person we are calling on the first try, it just makes

sense to plan what you will say before you place the call.

If you actually reach the other person, your preparation

can only enhance the conversation.


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A voice mail message should be treated in much the same way

as an e-mail. It should be brief and to the point. e long-

winded caller loses professional credibility.

Identify yourself and give your phone number slowly at the

beginning of your message.

Explain why you are calling. A message that simply says,

Call me is not sufficient and often arouses suspicion about

your purpose.

Limit your comments to one or two topics. Voice mail should

not be a lengthy oration.

Relayi ng Your M essa ge

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If you get a warning that you only have 30 seconds

remaining, consider deleting your message and recording an

abbreviated version.

If you want the recipient to take some form of action or be

prepared with certain information before calling you back,

say so politely.

At the end of your call, repeat your phone number.

e person you are calling now has two chances to

get it right.

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e cell phone has virtually replaced the home phone.

People out in public use their cell phones everywhere.Cell phones have almost become that indispensable item

that we can not live without in our society today.

Once thought of as devices to be used only in the case

of emergency situations, they are more a nuisance

or distraction in most places, if they are not used

constructively in our environment.


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In Meetings

Before you get into a meeting or a training program, do remember

to put the phone in silent mode so that you can focus on the

conversations there. Putting it on vibrate can be just as annoying

or offensive to those around you as hearing your phone ring.

Dont answer your phone, make calls, text or respond to texts

during a meeting.

Dont put your phone on the table during a meeting. It sends a

message that you are not fully present or engaged. Doing so could

cost you the client or the business.

If you have to take a call during a meeting, be courteous and

explain to the other attendees that you need to be available for a

call and ask their permission to leave your phone on.

When the all important call comes, excuse yourself from the

meeting to answer it and converse.

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Watch the clock while you are on the call and away from the

meeting. It would be rude to stay out of the room for a lengthy

period of time.

Use the voice mail feature on your phone just as you do your

out of office reply for your e-mail. Let people know that you

are in a meeting and unable to take their call; but dont forget

to let them know when they can expect to hear back from you.

During day long meetings use the break time to return those

missed calls. It is a good practice to set up time every two

hours to enable participants to return calls or check mail. at

helps people to focus on the meeting agenda.

e business lunch or dinner is the same as the business

meeting so all of the above rules of cell phone etiquette apply.

Your cell phone should be used to connect with clients,

not disconnect.

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98

At Home

Spend time with the family and give them undivided attention

when you are sharing a meal with family or friends.

Do not have long conversations on the cell phone while the guests

are quietly waiting for the call to end.

When you are meeting a client or colleague over a meal, switch off

your phone to prevent it from interrupting you.

In P u blic

If you have to take a call while in a public place, make sure you

step aside to a place where you can have a conversation without

others being able to hear your conversation. Not only have people

given away precious business secrets, they have also disturbed

everyone around.

In the aircraft, please wait for the seat belt sign to be switched off

before you announce your arrival on the phone.


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99

W hile Driving

If you do not have a hands-free set, do not take a call. You are

endangering your life and that of others.

Never ever attempt to read or send a text message while driving.

ere are countless people who have lost their lives while doing this.


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Networkingis essential to good business. It is howyou make connections, establish relationships and build more

business. Networking is not about collecting the most businesscards or shaking the most hands. It is not what you do when

you need someone to help you in a job-hunt or in attracting

customers. Networking is about using your expertise and

contacts to make others successful. at in turn will open more

doors for you than what you can do on your own.


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Get to know a diverse set of people - the more people you know

and the greater the diversity there is in your contact base, the more

successful you will be.

Learn from experts - build relationships with people who have theexpertise and experience to help you learn.

Spread ing y o u r Netwo rk

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Find out what you can do to be of help to them - your expertise

or unique skill can help solve their problem.

Share your knowledge by writing for business journals and

speaking at industry seminars - it helps people know what yourarea of expertise is. You become their first point of contact when

they are in need. at is how you become the expert and the

to-go-to person. It is a lot easier to have people come to you

than your having to chase them down.

Learn and Share

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Several articles appearing in this book are based on material written by

Lydia Ramsey, International Business Etiquette Expert and Executive Coach.

The other articles have been authored by Abhijit Bhaduri.


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