DCS-I (4519208)

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Topic: BUSINESS ETIQUETTE RULES

There are rules that aren’t meant to be broken

When it comes to business etiquette, there are rules that aren’t meant to be broken. Some of these
may seem like common sense, but you would be surprised by how many times you may have
made a mistake without even noticing it.

In recent years, companies large and small have embraced a more laid-back startup culture.
Cubicles have been knocked down and replaced with open floor plans. Office furniture can be
anything from bean bag chairs and nap pods to foosball tables and arcade games. Suits and ties
have been discarded for T-shirts and jeans. Remote work is getting more and more popular.

The less rigid office environment may have some feeling like business etiquette rules are
antiquated and unnecessary. Don’t throw them in the trash with floppy disks and strict dress codes
just yet. Although it may not be obvious, many companies still have implicit professional and
social rules of conduct. We’ve put together these 21 business etiquette rules that will help you
avoid awkward situations.

1. Pay attention to names

Names are one of the first pieces of information that we learn about someone. It is how people
recognize and address you.

When you tell others your name, include your last name. This is especially important if you have a
common first name like Ashley or John.

When you first meet someone, pay attention to their name. If you aren’t sure how to pronounce it,
be sincere and ask. If it is an unusual or difficult to pronounce name, the person is probably used to
it and won’t mind. It shows that you have taken an interest in them and care about getting it right.
Don’t carelessly butcher their name or invent a nickname. Call people what they want to be
called.

Remembering names can be challenging, especially if you meet multiple people at one time. One
trick that you can use is to identify a characteristic that helps you differentiate them. Another is to
repeat their name and try to use it in your conversation 3 to 4 times, but not so frequently that it is
obvious.

2. Greet everyone

Greeting the people that you come in contact with isn’t only polite but it establishes rapport. You never
know who the people that you greeted could be, so it is important to greet everyone with the same
degree of kindness.
A simple “Hi, how are you?” or even a smile and nod is enough. However, adding more could make
them remember you and view you as friendly and pleasant. It can also strike up conversation.
Be considerate though. If they appear to be in a rush or not interested at the moment, don’t force a
conversation on them.

Some ways to strike up a conversation could be to:

 Compliment something that they are wearing and ask where they found it.
 Remark on your surroundings. This can be anything ranging from the weather to a book
they are holding or the office space.

The key is to ask open-ended questions that will require more than a “yes” or “no” and move the
conversation along.

3. Offer a handshake and make eye contact

Handshakes are the universal business greeting. A firm handshake is still considered a positive trait.
A weak one is negative.

Usually, the higher ranking person will offer their hand first, but if they don’t, you can still
offer yours. Make eye contact when you shake their hand and smile. Those who avert their eyes are
viewed as lacking confidence and honesty.
4. Give cues that show you’re paying attention

When someone else is speaking, it is important to nod or smile. This shows that you are engaged
and actively listening. It tells them that you care about what they say and value their thoughts.

Be careful not to interrupt. If you wish to speak, you may send a nonverbal signal by opening your
mouth, but it is polite to wait for them to finish.
5. Introduce others

No one likes to awkwardly stand with a group of people who have no idea who they are and what they
are doing there. It’s uncomfortable. If you strike up a conversation with someone and are with a person
that they haven’t met yet, it is polite to make an introduction.

Give a little more information than just their name though. You might add the person’s role at
your company and what they do. This gives others some background, but keep it brief.

6. Send customized, handwritten Thank You notes

It’s perfectly fine to send out auto-confirmation and thank you emails after customers make a
purchase online. However, a thank you by email─especially if it is a large account or long-
standing business relationship─is considered ingenuine and rude.
Instead, write out a thoughtful thank you and send it by snail mail. It may take a few more minutes
of your time and a little change for postage, but it is more appreciated.

7. Proofread emails for grammar and typo mistakes

If you are like most professionals, you will communicate a lot through email. Each message sent
reflects on you, so you need to make sure that they are professional and well-written. You
shouldn’t have typos in emails. It only takes a few seconds to proofread your emails before hitting
send.

8. Be polite and professional in all forms of communication

It doesn’t matter if you are meeting face-to-face, by phone or through email, each interaction needs
to be professional.

When you communicate through text only, you don’t have the tone of voice, facial expressions
and other nonverbal cues that accompany it. Remember this when writing emails. Keep messages
short and to the point, but don’t send anything that you wouldn’t say in-person.

9. Always be on time

Whether it is arriving to work or a meeting or making a deadline, punctuality is critical. Time is

precious.

When you miss a deadline, the whole team is affected and may have to cover for you. Teams rely
on everyone to do their part. It is easy to underestimate how much time you’ll need to complete a
project if you don’t regularly track your work. Know how much time it takes you to complete tasks by
using a time-tracking app like Toggl.

10. Dress appropriately

Dress codes have become much more relaxed in recent decades. However, just because there is no
rule that says you can’t show up for work in a hoodie, sweatpants and flip flops, it doesn’t mean
that you should.

As much as we like to tell ourselves not to “judge a book by its cover,” our immediate reaction is to
do just that. In fact, studies have shown that the first thing that people notice about others is their
appearance. It is the primary influence on first impressions.

You don’t have to put on a three-piece suit, but dressing smart shows that you put effort into
your appearance and are more likely to put the same enthusiasm into your work.

When you dress in loungewear in a professional setting, people may think that you are lazy. It
doesn't mean that you can’t wear a comfy shirt and jeans occasionally. If it is appropriate for the
work environment and situation, then go for it.
11. Always practice good hygiene
No matter what you wear, good hygiene is always a must. Comb your hair. Trim your beard.
Clean your fingernails. Make sure your clothes smell good. No one wants to sit next to and work
alongside someone who smells like body odor and fried food.
12. If you invite others to a business lunch, it’s your treat

Lunch meetings give you the opportunity to get to know a colleague better, impress an investor or
learn more about a client and their needs. The rule of thumb is that the person who extends the
invitation covers the bill. Don’t make a fuss over it.
13. Table manners matter

You should also be aware of other dining etiquette. Many of the rules that your parents enforced at
the dinner table are still in play.

 Don’t talk with your mouth full or chew with it open.

 No elbows on the table.
 Don’t blow your nose with the napkin.
 No texting or playing with your phone at the table.

Eating while talking business can be difficult if you choose a messy item from the menu. (Stay
away from finger foods like oysters and chicken wings.) The rules may change based on where
you eat. If you are eating a five-star, luxury restaurant, you’ll want to know the table placements.
14. Keep your workspace neat

A desk cluttered with old coffee cups, piles of paper and more Post-It notes than free space, will
distract you and annoy others.

If you can’t keep your workspace clean and organized, then how will you manage your work? It is
a question that colleagues, clients, and others will think.

Your workspace reflects on your professional image as well as on your company, so clean it up. Dust a
few times a month, develop a system of organization and promptly discard trash in the bin.
15. Show respect for shared areas and items

Working in an office often means that you are sharing the space with others. Many offices will have
a shared kitchen or at least, a company fridge to store lunches, snacks, and drinks. Don’t be the
person that steals someone else’s food from the company fridge.

Clean up after yourself. If you use the company printer, stapler or other office supplies, then be
respectful. Replenish paper and staples for the next person who uses it.
16. Don’t overshare but don’t be too distant either

Don’t drag your personal life into professional settings. Telling everyone in the office about your
cheating boyfriend or your wild, drunken weekend escapades puts others in tense and awkward
positions. It’s not appropriate for work either, and those who overshare are often fired for it.
People want to know a little bit about you though. If you don’t share anything, you will come off
as snobbish or distant. It is important that you know which topics are work appropriate and which are
not. Talking about the great food and beaches you visited during a recent trip to Thailand may be
appropriate. However, sharing that you went skinny dipping after smoking a huge joint while on
vacation there is not.

In general, politics and religion are the two topics considered inappropriate in nearly every professional
setting. If you have a personal or medical issue that will affect your work, have a private one-on-
one meeting with your manager or boss to let them know.

Don’t be a nosy neighbor. Remember to respect the privacy and personal space of others. You
may be comfortable sharing details about yourself, but others may not be.
17. Be mindful of how others work

Some people like to work while blasting loud music. Others might need complete silence to focus
and concentrate.

In one office space, there is a mix of workers with different styles of working. If you like to listen
to music, do it through headphones. If you need silence, try headphones with active noise-cancelling
technology.
18. Use your inside voice

Some individuals have loud, booming voices that demand to be heard. Sometimes, we get excited
in conversation and forget about our inside voices. Either way, it is important to keep sound volume
to a decent level. A loud environment distracts and disturbs others.

Plus, your office may share a building with several other businesses. They may be holding meetings or
trying to work quietly. Be a good neighbor and use your inside voice.
19. Be aware of nonverbal cues

You might be surprised by how much your facial expressions, body language and hand
movements convey to others. Your facial expressions play a huge role in how others perceive you.

For example, a recent study by Cornell researchers found that people formed impressions of others
based on their facial expressions in photographs. Whether the person in the photo was smiling
determined if they viewed their personality as negative or positive. Their first impression from the
photo even influenced how they felt about the person after meeting them face-to-face months after.

Everything from your posture to your furrowed brow is a form of communication. Stand upright, smile
and if necessary, put on your Poker face.

20. Put away your phone

We’ve become so attached to our smartphones, tablets and wearable devices that it can be hard to
disconnect. However, there are times when pulling out your phone is offensive.
Texting or surfing the Internet on your phone during a meeting is plain rude. Checking your
Facebook feed or Twitter notifications in front of a customer reflects poorly on your company and
will likely cause you to lose that customer and your job.

It’s impossible to give someone your full attention when you are distracted by your phone, so put
it away. Switch it to silent or turn it off completely.

21. Don’t be a complainer

Nobody likes a Negative Nancy.

If you notice an issue that should be addressed, don’t simply whine about it. (Of course, if it is an
issue that violates workplace policies or moral conduct, you should report it to the appropriate person.)

However, if it is anything else, think before you speak. Offer solutions and be careful how you
broach the topic. Instead of expressing it as a weakness or a flaw, frame it as an opportunity to
improve or an exciting new project.

The rules of business etiquette may change based on the location and culture. For example,
how you start a meeting in the United States would differ from a Hispanic culture like Colombia.
Diving right into business in the United States is not only normal but expected. If you do that in
Colombia, it is viewed as rude and inconsiderate, which can negatively affect your business
relationships.

If your business is global or you travel internationally for work, research the business culture and
etiquette. In some cases, people are understanding if you mess up because of a cultural or
language barrier. However, showing that you are considerate of their traditions is appreciated.

You may not recognize it, but unspoken and implicit business etiquette exists in even the most
laid- back company cultures. It can be difficult to figure them out at first, but following these universal
rules can prevent you from making an embarrassing
Essential Telephone Etiquette E-Learning
� Presenting a professional image

� Speaking Style

� Usage of Tone

� Usage of Language

� Do’s & Don'ts

� Both in person and on the telephone, is very important in the
Office skills profession.

� Taking care of your customers over the telephone and making

them feel well informed and appreciated is essential.

� The ability to listen is a problem in general but it is very important

to listen to what the caller has to say.

� It is always a good habit to repeat the information back to the client

when you are taking a message.
� A picture paints a thousand words but the caller on
the other end of the phone can only hear you.

� Caller cannot see your face or body language.

� Taking the time to speak clearly, slowly and in a

cheerful, professional voice is very important.
� Use your normal tone of voice
when answering a call.

� In case if you have a tendency to speak

loud or shout, avoid doing so on the
telephone.
� Speak in a normal way but in a
effective manner.

� Never use swear words.

� Words delivered should be clear &

understood to the caller.
� Do’s
� Be patient and helpful.

� Respond clearly with “yes” or “no” when speaking.

� Always remember it is important :

-If you are answering a call on behalf of your team member please mention to the
caller & try if you can assist them on the query.
-Else note down the caller’s number so that a concerned user can make a call back
on the query for resolution.

� Address the Caller Properly by his or her title.

Eg : ( Good morning Mr. Brown, Good afternoon Ms. Sanders).

� Listen to the Caller and what they have to say.

� Always ask if you can put the caller on hold.

� Verify that you have heard and transcribed the message accurately.
� Don'ts

� Do not eat or drink while you are on telephone duty.

� Do not use slang words or Poor Language.

� Never address an unfamiliar caller by his or her first name.

� Never snap back or act rude to the caller.

� Never leave the person on hold for more than a few seconds or they may
become upset and hang up.
 Definition

A business meeting is a gathering in which a purposeful exchange or

transaction occurs among three or more people with a common interest,

topic or problem .
➢ Avoid swear words and vulgar references

➢ Poor communication skill is not professional

➢ Avoid personal questions during first meeting

➢ Keep your phone silent, only important text messages are

allowed
 Meetings

➢
Formal Meetings

Annual general meetings, board meetings, Strategic meetings

➢
Informal Meetings

Management meetings, departmental Meetings

 Planning the meeting

✓
Identify your Purpose

✓
Determine whether meeting is necessary

✓
Preparing an Agenda

✓
Deciding who should attend the meeting
✓
To solve a problem
✓
To make a decision
✓
To develop a plan
✓
To gather or convey information
✓
To stablish understanding
✓
To clarify responsibility
✓
To discuss business opportunity
✓
Financial growth
✓
Purpose of the meeting is unclear
✓
There is no agenda
✓
The meeting starts late
✓
The leader tries to accomplish too much
✓
To many people are at the meeting
✓
The leader losses control
 Why Meeting Etiquettes ?

Business meetings are one arena in which poor etiquette can have negative

effects, by improving you business meeting etiquette you will automatically

improve your chance of success .

 Rules of Thumb

✓ Treat others as you would like to be treated

✓ The way you treat people is not about who they are but rather all about who you are
✓ Arrive little early or at least on time

✓ Never late

✓ Do not assume that beginning of the meeting will be delayed

If you arrive late

✓ You will miss the valuable information

✓ Loose chance to provide your input

✓ Hold your comment to the speaker until the meeting has adjourned or
until speaker asks for comments

✓ do not interrupt the other attendees

✓ Conversation during a meeting is disruptive

 Professionalism
✓ Do not fidget the finger
✓ Playing with Pen

✓ Not concerning the meeting

✓ Do not insult others

✓ Leave the meeting room only when meeting is adjourned

✓ Sit appropriately
✓ Do not discuss the topic out of agenda
Dress accordingly
Eliminate Slangs
 ✓ Your facial expression says more than your words,always put a pleasant smile

✓ on your face

✓ Extend your hands as you are greeting

✓ Make sure this physical part of greeting is professional

✓ In business meetings always introduce less important people to more important

✓ The client or the business prospect is more important than your boss, Just hope
your boss agree

Making eye contact

✓ Be Open and share the ideas

✓ Dare to disagree but be respectful, positive and logical Don’t attack on other’s if
you are disagree

✓ Get the right people in the room

✓ Gather the right materials
✓ Prepare and share the meeting materials
✓ Respect other’s time always finish on time
✓ Be prepared not reading in the meeting room
 Hand Shake
✓ The handshake should be firm

✓ Shaking lightly for 5-10 seconds and release

✓ While shaking hands establish eye contacts and always smile
✓ Both he man and woman must keep the grip firm
Avoid
✓ Bone crushing handshake
✓ Wet fish handshake
✓ Grabbing some one’s finger
✓ Hold the hand too long
✓ Try receiving the card with both hands if you want to impress the presenter
✓ Don’t put the business card in rear pocket that is considered crude
✓ If you are going out always have business card
✓ Be selective about card distribution
✓ If you receive some one’s card, read for few seconds
✓ Don’t ask upfront some one’s card
✓ Do not write anything on the card
✓ Do not write anything on the card
✓ Do not clean the finger nail or scratch the nose
✓ Always use last name or First name with “Ji”

✓ Don’t keep customers waiting

✓ Always escort the clients

✓ Ifsome one of higher rank or from the out side of the organization enters stands
for a while to greet him

✓ Junior employee stands until seniors sit

US = OK

Japan=Money

Russia=Zero

Brazil=Insult
Email Communication
& Etiquette
 What is email etiquette?

• Etiquette governing communication on the

Internet

• Rules for how to communicate

appropriately and respectfully online
 Why does it matter?
Good email communication skills. . .

• are part of succeeding in college and on the job.

• help you make a good impression.

• make it more likely that you’ll get the response

you want!
 Basic Rules of Email Communication

• Be sure to include the following:

- proper subject line
- greeting
- introduction (if necessary)
- request
- thank you/closing remark
- signature
 Basic Rules of Email Communication
• Remember that direct language can sound harsher in
emails than in person.

• Use proper written, not spoken, language.

• Do not assume that the reader will “get” a joke or

understand sarcasm.

• Be thoughtful and respectful in what you write.

• Do not make demands.

• Choose your words carefully.

 Basic Rules of Email Communication
• Assume everything you write is a public document.

• Avoid talking about other people in an email message.

• Use proper grammar and sentence structure. Spell-

check your message!

• If your message includes a request, always close with a

thank you to the recipient for considering it.

• Do not expect or demand an immediate response.

• Reread your message before sending it, and

rephrase if necessary.
 Basic Rules of Email Communication

• If you receive a confusing or unclear email

message. . .

- give the writer the benefit of the doubt.

- ask politely for clarification.
- suggest discussing the matter in
person.
 Sample Email Message (Great!)
SUBJECT: Technical Reporting – Memo Question

Dear Ms. Gard,

I am a student in your Technical Reporting class, and I am

confused about today’s homework assignment. I would appreciate it if you
could explain what you mean by an “incident report.” Is there a place in the
textbook where I can find an example?

Thank you very much for your help. Sincerely,

Jim

Jim Smith
[Link]@[Link]
715-333-4444
 Sample Email Message (Needs Work!)

SUBJECT: none

Ive been wrking on the homewrk for like two ours and I don’t
get it. Whats the point and what am I supposd to do? Ive got
way to much going on and have to work tonite.

Jim
They may forget
what you said,
but they will
never forget
how you made
them feel.

- Carl W.
Buechner
 Sources Consulted
E-mail Etiquette.” Berea College Learning Center. 2006.
Berea College. 29 April 2007
[Link]

Hargittai, Ezster. “A Primer on Electronic Communication.”

Inside Higher Ed. 28 Nov. 2006. 29 April 2007
[Link]

Hughes, Stephanie Williams. “Email Etiquette.” OWL (Online

Writing Lab). 2004. Purdue University. 29 April 2007
[Link]