Business Etiquette

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Business Etiquette
I. Introduction
1. Self-Introduction - Observations:  British: reserve in nature  American: outgoing  Indians: shy and too much polite - Be firm, confident and assertive e.g. “Good Morning! I’m Reena Nair.” - Clear and slow articulation - Observations:  British: First Name +Surname (Indians also)  American: First Name (even seniors) - Don’t add any title like Mr./ Miss/ Mrs /Ms; Dr. title can be added in case of Ph. D. holder. - If pre-arranged meeting, then first, introduce yourself, state the objective and then seek others’ introduction. - If you have forgotten someone’s name, tackle it skillfully to avoid being offensive. e.g. Could I have your latest business card for your telephone number and e-mail address? 2. Introducing Others - Usually, the senior person among the visitors or in the host team introduces the members of the visiting team to the members of the host team. - Later, the members of the host team are introduced. - The lower-rank person or a junior is introduced to the senior person, and then, the senior person is introduced very politely. - The Modal Auxiliaries are used to express politeness- may, could, would, etc. 3. Hand-shake and Other Non-Verbal Gestures - Extend your right hand, hold firmly the other person’s right hand firmly (can be little firm with ladies), but very briefly. - No gender discrimination - Should be spontaneous; don’t hesitate. - Can be accompanied by verbal communication, eye contact, embrace or kiss. - Some cultures- folded hands, slightly bowed head and eye contact

II.

Telephonic Conversation: pleasant tone, appropriate intonation and clear articulation
1. Making a Call - Prepare yourself: jotting down the notes and keep them handy, and keeping notepad and pen ready.

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Greet, introduce (name and company) and convey the purpose politely, but directly and firmly; make the receiver feel that the information you need is very important and is required immediately. Talk with appropriate & audible volume. If a call is important for the receiver, then first discuss whatever is important for him/ her and later, talk about your interests. Confidential matters- make sure whether the timing and place are convenient for the receiver; ask indirect questions. Be brief, concise and short. Follow common courteous utterances with- may, could, would, etc. Try land-line number first and if urgent, then try the mobile number. Call personally on mobile numbers. Avoid talking in crowded area. During meeting, mobile phones should be switched off or kept on silent mode; but call back later; if important call, then intimate the Chair and step out after seeking excuse, keep such calls short. If the call gets disconnected, then redial immediately and express apology.

2. Receiving a Call - Use presence of mind and give quick reply. - Pick up the call with your organizations name - Listen to the caller patiently, clarify the doubts immediately. - If the call is kept on ‘hold’ or suspended, then it’s receiver’s duty to call back. - If the respective person is busy, then quickly justify with the reason and ask for the number to assure the caller to be called later by that person. - Don’t try to overhear.

III.

Business Dinning: give opportunities for easy give-and-take and negotiation
- Follow the code of conduct & norms of the company, group or organization - Act with a sense of responsibility. 1. As a Host - Send personal invitation with the confirmation of day-date, time and venue, at least a day prior to the event. - Give directions, if the venue is unknown. - Reach the venue before the given time and check the arrangements. - Receive the guests personally outside the hall and move inside together. - Ask the guest to order the dishes/drinks as per his/her choice (sign of courtesy). - Arrange conveyance for the guests to go back. - Conduct conversation informally in a free and relaxed manner. - Open the meeting/ conversation by providing context of the specific matter. - Note down important points. 2. As a Guest - Stick to personal dietary preferences.

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Refuse politely and diplomatically (if religious or personal reason). Don’t pass negative comment on any kind of dietary choices. Avoid drinking or if accepted, avoid too much drinking.

3. Table Manners: refer to Exhibit 13.1, p. 212, Business Communication- Chaturvedis, Pearson Publication

IV.

Interaction with Foreigners: (for culture-specific aspects refer to Unit 3 &13, Business Communication- Chaturvedis, Pearson Publication)
Respect foreign client’s religious beliefs and cultural needs. Make them feel comfortable. Try to learn and use some words of greeting in the visitor’s language. If you know their native language, communicate in native language. If the guest doesn’t understand English, use an interpreter, and prepare the documents in both English and their native language.

V.

Inter-Organizational Etiquette
1. Loyalty to your organization - Don’t criticize your organization. - Defend your colleague’s action without offending the complainant. - Keep yourself fully informed about the new developments and prospects of the company. Feel proud of your company’s achievements. - Be careful about the confidential matters; keep them with a very few people. - Secure records and use code names. - Develop trust. - Don’t leak others’ secrets to protect your own. 2. Relationship with Customers - Handle both minor and major customers very well. - Be prompt in your service to the customer. - Keep track of- number of complaints received and responded to; number of clients revisiting your company; number of walk-in everyday; commitment of your suppliers to help in emergencies; etc. - Look for mutual benefits for both the parties and all stakeholders when you take decisions. - Good manners and mutual respect lead to better understanding.

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