Corporate Etiquettes

8/2/2019 Corporate Etiquettes

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CORPORATE ETIQUETTES

CORPORATE ETIQUETTES

BYDr. R.KRISHNA


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OFFICE MANNERS & BUSINESS

ETIQUETTES

OFFICE MANNERS & BUSINESS

ETIQUETTES

To introduce universal business & socialetiquettes to be practiced at home & abroad

To develop professional work habits andcorporate pride through proper officeconduct & discipline

To present ourselves in an acceptablemanner & create a positive impression onothers


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The Professional

The Professional

APPEARANCEBe cautious of the image you portray

Dress appropriate to your client contact

Dress to convey strength & DignityPortray a sharp appearance which is more than

just physical good look

Ask yourself.... Does my appearance reflect

the image of myself that I want to project?

What do your cloths say about you?

That you are dull & sloppy, or

neat, creative & enthusiastic?


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The Professional

The Professional

ATTITUDE Right attitude towards you, product & client

Show Respect to yourself

Have Better Personal Taste

A professional Leaves nothing to chance

Pays close attention to details

Self DisciplineAppraises & Re-appraises

Learn from others, Develop yourself

People do business with whom theyres ect


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Corporate Etiquettes

Corporate Etiquettes

Common Language of Behaviour

Based upon Consideration for Others Good Manners Make Good Sense

Required to keep the Image of the

Company.


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COVERAGE

COVERAGE

Dining Etiquette

Handling Introductions

How to make use of our business cards

Executive Dress Code & Personal Grooming

Telephone Manners

Working with your manager

How to participate in office meetings How to behave with your office staff

How to be your office host

How to control romance in workplace


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DINING ETIQUETTESDINING ETIQUETTES

Place your napkin in your lap as you sit at the table.

Place your napkin on the table to your left as you leave

Lean forward each time you take a mouthful of food. Ifanything falls, it will fall into your plate.

Wipe your lips with napkin before/after taking a drink.

Dont wipe your mouth with one hand while holding a knifeor fork with the other.


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Dining EtiquettesDining Etiquettes

Keep your free hand on your lap or rest your wrist on theedge of the plate.

Do break off a small portion of bread over bread & butter

plate, before buttering. Use this plate for finger foods as

olives, onions, radishes etc.

Do mention if the food is delightfully served or especially

delicious.

Dont talk about your personal likes & dislikes Leave your plate where it is when you have finished eating,

with the knife & fork in the finished position -tines down.


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Dont push the plate away, lean back from the table& announce I am stuffed.

Observe the silent service code. If you need second

helping - handles at 2 Oclock & tines at 11 Oclock Dont rest your cutlery half on & half off the plate

like the oars of a boat.

Dont gesture with your knife, fork or spoon in your hand. Ifyoure not using utensils, put them down.

Do remember food is always on your left,

beverages on your right.


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Do ignore any silverware that may fall to floor. Pickup the

next & continue. Or signal the waiter.

Lady Executives.

Dont place your purse on the table. It belongs on your

lap or in your hand. No hotel is safe.

Dont apply lipstick or comb your hair at the table.

Excuse yourself & take care of your personal groomingin the ladies room.

Sarees / duppattas / scarves to be securely placed

Avoid strong perfumes.


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HANDLING INTRODUCTIONSHANDLING INTRODUCTIONS


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Handling IntroductionsHandling Introductions Clients, Senior Executives, Distinguished Guests

or High Ranking Dignitaries can be consideredauthority figures or Persons of Importance.YOUINTRODUCE PEOPLE TO THEM.

To introduce Mr. Birla - your boss &

Raju - your friend, you say, Mr. Birla, may I present Mr Raju or Mr. Birla, this is SureshRaju.

Never call your boss by his first name when anoutsider is present.

Business rules follow social rules, Mr. Sixty,this is Mr. Thirty.


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Handling IntroductionsHandling Introductions

Smoothing the way to a conversation:

Mr. Naik, Id like you to meet Mr Shetty. Shetty& I worked together at L & T. He was in QualityControl.Ajit, like you, is interested in HindustaniClassic.

Throw in nuggets of information.

Difficult Names:I am not sure if I know how to pronounce yourname properly. What is the correct way to say it?

Never be insensitive: How do you get a name

like that?


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Handling IntroductionsHandling Introductions Forgetting Names:

Never say bluntly,Ive forgotten your name. Rather Say,

I am having trouble recalling your name. Or I

remember meeting you,but am unable to recall your name.

When you are introduced, Always rise, shake hands, smile& say,How do you do. Give that person the respect of

your full attention.

Use titles as Doctor, Engineer, Major, Professor.

Saying Good-Bye: Good-bye, Mr. Ashok. Im glad, I met

you. I look forward to seeing you again, Mr. Ashok.


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Handling IntroductionsHandling Introductions

Shaking Hands:

There is no protocol about who offers whose

hand first. But, the person who offers his/her

hand first is hero/heroine.

Introduction at Dinner Parties:

If there are 50 or so guests. Two employees act

as pilots.Pilots introduce guests to host & lead to

bar.In large parties, queue is long. Guests leave

the line, go to bar, pickup a drink & join the line.

Spouses do not stand in the line.


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YOUR BUSINESS CARDSYOUR BUSINESS CARDS

Form of Printed Corporate Communication.

Present the card appropriately & purposefully. It

adds one more favourable element in the

perception of the total business person.

Have conversation long enough to be sure you

want the person you just met, to have your card.

Affix your card to your presentation

folder/corporate literature. Some may not be

familiar with you or the company you represent.


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Your Business CardYour Business Card

Keep your cards protected & fresh. They are the

symbol of you & your Co. You can write on a

plain paper than to give a shabby card.

Personalise your card, by underlining your name& writing a few words on the reverse while you

present gifts/flowers.

Dont present your card during a meal - formal ornot. Print on the reverse, in language of country.

Business begins as you present your card.


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EXECUTIVE WARDROBEEXECUTIVE WARDROBE


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EXECUTIVE WARDROBEEXECUTIVE WARDROBE

Dress initiates ten decisions in the firstimpression you make on others:

1. Economic level

2. Educational level

3. Trust worthiness 4. Economic heritage

5. Social heritage

6. Educational heritage

7. Success in the chosen field

8. Moral character

9. Sophistication

10. Social position


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Executive WardrobeExecutive Wardrobe Company is serious about its business & you need

to project this attitude to customers.

Suits & Pants:It is the canvass on which you paint your

personality. Corporations are run by people wholook like they belong where they are. They adoptsimilarities so they can identify themselves to eachother - Styling of the suit, stitching, buttons,lapels,

cuffs - everything must be classic & traditional. COLOUR:Most authoritative colours-Dark Blue,

Dark Grey.Dark Blue Pinstripe communicates

strength.


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Executive WardrobeExecutive Wardrobe MATERIAL: Wool or polyester-wool blend.

COLLAR & SHOULDER:Important part of the fit is shoulder. If good, you will

look & feel good.

No ripples or straining between shoulder blades.Collar should be snug on the neck - no bulge.

Shirt should be visible 1/4 above coat collar.

SLEEVES:Touches the middle of the wrist bone.5from thumb tip

Comfortable & accommodate cufflinks

Shirt sleeve extending 1/4 to 1/2 beyond coat arm.


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Executive WardrobeExecutive Wardrobe LAPELS: < 3 wide. Should lie flat. Well

notched.

JACKET:

Single or double vent.

Single breasted - 2 buttons - should hang straight.

Height - should touch tip of thumb outstretched.

Enough overlap in the vents to prevent them from

opening out when we move.

PANTS:

Hip - slightly above navel. Horizontal at hip level.

17 bottom - crossed pockets - double pleats.


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Executive WardrobeExecutive Wardrobe

SHIRTS:If the suit is the background or canvass uponwhich you package your appearance, the shirt isthe versatile section of detailed work in your

image which conveys subtle messages to thoseyou meet.

MATERIAL:

Fine Cotton, Polyester & Cotton BlendBroad Cloth : Fine close-woven materialOxford Cloth: Basket weave- classic & wearswell End-on-end:Like Oxford, coloured thread

interwoven


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COLLARS:Should be comfortable, one size larger than actual

Straight Collar : Traditional Favourite

Windsor Collar :Wider spread to accentuate neck

Button-down :A bit non-serious, sports coat

Collar Length : About 3 (2 1/2generally used)

Shirt with contrasting collar-For glamour business

CUFFS:

French/Barrel. Single/double button cuffs.Cuff - links,

simple & inconspicuous.


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POCKETS & FRONTS:Pockets - decorative Pieces, so do not stuff it with pens, pencils, eye-glasses, vehicle-keys, cards,papers, comb, telephone list etc.Have expensive pen sets to broadcast SUCCESS.7 buttons down the front-straight fall preferable.

Short sleeves are out

Crumpled collar looks messy, unkempt & tired.

Checked shirts are not formal

Let them be clean & well pressed.


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COLOUR: White & Shades of white, Pastel BluePlain, Pin Stripes,Chalk Stripes & NOT

CHECKS

Dark Blue has considerable depth & fullness-

Represents contentment & fulfillment. It is the truth &

trust, love & dedication & devotion.Represents tradition

& lasting value.

SAREES:Looks good on everyone &

acceptable under almost any social/business

circumstances. Solid businesslike


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CHOICES:Frock Chudidhar/Midi Chudidhar

Noorjahan Type

Frocks & Tops/ShirtsSkirted Coats

Pants & Shirts, Turtleneck Seaters

HAIR CARE:Should appear neat & be combed off the shoulder

Easy to manage style

Face & not hair, should be focus of attention


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MAKEUP:Adds to professional Image. No makeup means austere,

humourless & lacking in confidence.

PERFUME:

Avoid strong perfumes Eau detoilette for women. Cologne for men.

MADICARE:

Nail polish - clear & natural. Nails only slightly long.Keep in warm water for 10 minutes. Massage with cold

cream. Similarly Pedicure with cotton.


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Give a fresh, scrubbed outlook. Carry a small

towel and a cake of soap/tube of face-wash.

LIPSTICK:

Lip colour for Office. Bold for social get-together.

Maintain lipline. Dont apply on dry lips.

No powder coating - it makes heavy textured

mouth. Too much lipstick - will get on to teeth. Your appearance will tell about your confidence.

Gain respect. Be enthusiastic.


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TELEPHONE MANNERSTELEPHONE MANNERS

Winning more friends through phones-Voice withSmile. Reflection of courteous behaviour - Good

Business Practice.

Whatever business you are in, a call meansbusiness. A person calling may want to buy what

you sell &he deserves your attention,consideration

and respect.

Whoever picks up the phone is the first

representative of the company. He projects the

image of the company.


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Telephone MannersTelephone Manners

....my schedule for the day,

Sheela: ....if

my wife calls, I am in a

meeting....if the supplier calls, I

am at the factory

....if the distributor calls, I

have left for the day....if the customer calls, I

am at the customs to

release the products.


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Answering the telephone:

Answer the phone immediately. Else annoyance to

others & a waste of callers time.

When you receive the call, identify yourself at once.

If you share an extension,This is sales dept.AjaySharma.

This is Swamys line. Im Ajay Sharma speaking.

For screening, Whom shall I say is calling.

Mr. Ram is in a meeting. May I take the massage?

Dont let your voice betray you, if youre disturbed.

Switch on your friendly, cheerful tone.


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Start the conversation on a friendly note.

Your irate customer will be disarmed.

The person you spoke to was impolite, unfair &

insulting. That call is history. You are dealing with

a new caller. He should not be the object of your

displaced anger.

REMEMBER,YOU REPRESENT THE

QUALITY OF YOUR COMPANY IN

EVERYTHING YOU DO.

T l h M


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MAKING A CALLCultivate a clear telephone voice

Speak slowly & distinctly.

Identify yourself & your companyIf the call may take a long time, caution.

If the executive is not available, leave your no.& name.

WRONG NUMBERS, LOSING CALLS ASKING CALLER TO WAIT

TAKING MESSAGES & RETURNING CALLS


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LONG-WINDED TALKERS

HANDLING INTERRUPTIONS

SPEAKER-PHONE ETIQUETTES

Wait for the caller to say good-bye.Last minute

orders or information.

MAKE POINTS BEFORE CALL

ATTEND CALL WITH A PAPER PAD &

PENCIL

SPEAK BRIEFLY & HANGUP GENTLY.


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RULES FOR OFFICE

MEETINGS

RULES FOR OFFICE

MEETINGS

Do your home work well in advance. Study

the issue involved & understand the

background.Knowledge breeds Confidence.

Punctuality is a self evident factor.

Once your are on your feet, dont hog the

floor. Avoid indulging in too much self

projection,even if you are a specialist.


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Rules for Office MeetingsRules for Office Meetings

Interruption is generally resented. Wait until the

speaker explains his point of view clearly.

Maintain an objective view, when others disagree

with you. Dont personalise your counter attack.Respect others right to disagree. Listen to them &

say,I appreciate your point of view.

Give credit where it is due. Express if you areconvinced.


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Rules for Office MeetingsRules for Office Meetings

Avoid the most horrendous of sins, SARCASM.Temper your jokes. Encourage speakers. Show

respect.They will reciprocate.

Dont surprise your boss with a proposal heknows nothing about. Get his agreement to

mention it.

Avoid being the first to leave the conference

room.

YOU ARE ON VIEW. PREPARE WELL. WIN

GOODWILL OF OTHERS.


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YOU & YOUR DIRECT SUPERIORYOU & YOUR DIRECT SUPERIOR

Wait till he establishes working relationship.Then think of closeness,use of his first name, etc.

Keep your boss informed. He will understand

your thinking process & working procedures. Hecan then judge you well.

Consult him before making any commitment.

Respect your bosss working time. Observe the chain of command.


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You & Your Direct SuperiorYou & Your Direct Superior

Dont take criticism personally.

If criticism is unjustified, dont point to others.

If he does not agree your recommendations, dont

harp on the subject.

Your personal life is your private affair.

Use your energies constructively, build towardgoodwill & amicable communication with your

fellow workers.


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Be-kind-to-your Secretary EraBe-kind-to-your Secretary Era

Day-to-Day Courtesy.

A pleasant Good morning, will start the day off right.

Saying,Good night as you leave is cut-rate courtesy.

Your secretary is human. She will appreciate smallcourtesies as Thank you & Please.

Never criticise or reprimand in public. But praise in public.

Reprimand in private, if need be.

While introducing, mention her full name. Say My

Secretary, Miss/Mrs. Lalitha Mohan & not This is Lalli.


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Be-kind-to-your-secretary EraBe-kind-to-your-secretary Era You may or may not call her by her first name.

How you address her or how she addresses you,

depends on Co. wide posture determined by your

top management & the tradition within.

If your secretary makes a mistake that triggers

off an intramural trauma, dont let her hold the

bag alone. She is your departmental

responsibility. Handle it logically. If your work threatens an overtime, alert her in

advance.So that she can make arrangements.


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THE OFFICE HOSTTHE OFFICE HOST

Visitors to your office are your/Cos guests. Be sure that there are enough number of chairs.

If your office allows smoking, keep clean ash

trays. Clean attire-Roll down your sleeves-walk withshoes.

Dont test his patience-inform him delay inadvance.

If you cant apologise, your peer/secretary canexplain - ask if he can wait?


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The Office HostThe Office Host

If receptionist informs you his arrival, come outto receive him.

You as the host, naturally standup-and give a

firm handshake. Take care of telephone calls.

If visitor is a non-stop talker, handle him with

care. As he leaves,tell him, You had a nicetime.

Be polite to an unexpected caller. Accommodate

him, if possible.


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ROMANCE ON THE JOBROMANCE ON THE JOB

May blossom into closer, personal relationship.Exercise judgement & restraint.

Sex does not belong to office

Keep your private affair privateIt is poor taste to ask, If you & other are involved

Gossip about private life trivializes your value.Deny it.

It affects quality of work. If more seriousrelationship, get different assignments.

Avoid temptation of advising. Dont get involved.

Dont whisper to mutual friends.


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Romance on the jobRomance on the job

Every office has them -Flirts, Kidders, Touchers, Huggers,

Leaning against another,Telling off-colour stories,

They bring sexual innuendo into office. Learnto say, I am not interested.

Party time:Avoid revealing dresses, awkward postures &dances.Green jokes may spoil the situation.

Sexual Harassment:Prohibited through Law-Approach Personnel Dept., if you are a victim.


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GIFT GIVINGGIFT GIVING

A gift is a wonderful way to delight a customer or

friend. It is a way of expressing appreciation &

building goodwill. It shows how much we care.

Given on weddings, births, promotions, orders,

transfers, holidays, retirements & even losses.

The Global Market Place requires knowledge of

the customers of other lands. Here are hints.


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Gift GivingGift Giving Country Hostess Gifts, if Business Gifts

China English Language books Logo giftsFamily photos. Mag Subscriptn

England Flowers,not lillies Small seriousSent next day. gifts, fine qltyFrance Flowrs sent to hostess Small gift, no

ahead of time, not red corp logo

roses or an even no. Japan Flowers,wine,sweets Status gifts made

in USA/Europe.

Gift Gi i

Gift Giving


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Gift GivingGift Giving

Country Hostess gifts, if Business Gifts

invited to home Italy Flowers or wine, send Qlty gifts,fine

next day. food,Cognac

Champagne at the

end of business.

Germany Small gifts,flowers American regional

foods,art,logo,calendars.

Scandi Flowers, not lillies Not expected

Quality leather goods


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AUDIENCE ETIQUETTESAUDIENCE ETIQUETTES

(Opera, Concert, Ballet, Ethinic Dance, Play)

Buy tickets in advance - Tall persons at Aisle

Arrive in advance-Respect for performers/others

If late, reach your seat after current selection.

Usher leads, client & host walk behind him.If no

Usher, host leads the clients.

If two couples, women sit next to man,not spouse

Souvenir Programs - Present to guests.

Amorous Couples - Free talkers not to disturb.

(Opera, Concert, Ballet, Ethinic Dance, Play) Buy tickets in advance - Tall persons at Aisle

Arrive in advance-Respect for performers/others

If late, reach your seat after current selection.

Usher leads, client & host walk behind him.If no

Usher, host leads the clients.

If two couples, women sit next to man,not spouse

Souvenir Programs - Present to guests.

Amorous Couples - Free talkers not to disturb.

A d E


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Audience EtiquettesAudience Etiquettes

Refreshments - Eating during performance wouldannoy many. Better to avoid.

Audience Behaviour. Carnegie Hall, New YorkThou shall not :

talk, hum, sing, tap fingers or feetrustle thy programcrack gum in thy neighbours earsjangle thy jewelry

open cellophane - wrapped candiessnap open & close thy purse, readarrive late or leave early.


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WOMEN EXECUTIVEWOMEN EXECUTIVE

The executive gains credibility when sheConsistently arrives in time, thoroughly prepares &

unfailingly meets her deadlines.

Is equally polite, accessible & compassionate with

subordinates as well as superiors.

Judges work honestly, criticises fairly & contributes

encouragements & helpful suggestions when needed.

Gives credit aloud to every member of her team whohas been of assistance on a project.

Accepts credits & blame with equal grace

Keeps her personal & professional life separate.

W E ti


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Woman ExecutivesWoman Executives

Demonstrates that serious as she is about the work athand, she has a ready sense of humour & can laugh atherself or at a good joke.

Refuses to use profanity to gain acceptance from hermale colleagues. Brush aside patronising words dear,honey, baby, sweety or You are good in that saree.

Does not try to preserve her place as the HouseWoman but makes an effort to help other women gainentry or advancement.

Does not try to circumvent the office protocol ormanipulate male executives on her drive to top.


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Corporate Etiquettes

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