Basic Business Etiquette 2017

Basic Business
Etiquette
Janel Phillip – Certified People & Organisational
Development Consultant, Licensed Practitioner of NLP and
SHRM Certification Instructor

All rights reserved 2017. Information is the
property of H.C.I Global and Janel P. Phillip
2
Programme Content
 Module 1: Programme Introduction & History of
Etiquette
 Module 2: Making Introductions:
 Module 3: Office Etiquette:
 Module 4: Business Communication Etiquette:
 Module 5: Business Attire:
 Module 6: Business Dining Etiquette:
 Module 7: Navigating Office Politics

MODULE 1: PROGRAMME
INTRODUCTION & HISTORY OF
ETIQUETTE
Basic Business Etiquette
3

4
History of Business Etiquette
 Origins of today's etiquette began in the French royal courts in the
1600s and 1700s. Under King Louis XIV, a placard (the word etiquette
means card or placard) was devised and posted with rules for all to
follow. They took manners much more seriously in those days, and
people were more strict in the following of rules.
 Even before Louis XIV, the first known etiquette book was written in
2400 B.C. by Ptah-hotep. Good manners have been around for a long
time. It was from these origins that American etiquette grew.
 The first recordings of American etiquette were made in George
Washington's Rules of Civility, but the most popular "first" about
manners was written by Emily Post in 1922. The self-proclaimed
debutante-turned-writer published "Etiquette--In Society, In Business, In
Politics, and At Home." It became a best-seller and paved the way for
her successors to continue preaching good manners.

5
Definition
 Etiquette is a code of behavior that
delineates expectations for social
behavior according to contemporary
conventional norms within a society,
social class, or group.

6
Areas Of Etiquette
 Conversations
 Correspondence
 Telephone/Telecommunicatio
ns
 On the Job/New Job
 Leaving your job
 Everyday Manners
 Dining Manners
 Clubs and Associations
 Invitations
 Acknowledging
 Customer Service
 Business Card
 International
 Introductions
 Official State Protocol
 Entertaining at Home
 Travel
 Tipping
 Religious Services
 Funerals
 Weddings
 Chairman
 Table Seating
 Event Management
 Entertainment
 Flag Etiquette

7
Business Etiquette Snippet
 Gender has no place in business etiquette
 Men and Women should be treated as
peers
 Peers with disabilities should be treated
with the same respect
 Never discuss sex, politics and religion
 Under the price of your opinion
 Do be aware of your body language

8
Why Business Etiquette
 Etiquette refers to the conventional
requirements of social behavior.
 More simply, it means knowing how to
act.
 Different situations require different
types of etiquette.
 Office behavior is important if you want
to set a good example

9
 Those who follow good office etiquette
are promoted and given choice
assignments.
 Those who are seen as crass or
unkempt are passed over or have their
employment terminated.

10
 Top five reasons given by surveyed
managers, for firing employees:
 Bad language.
 Excessive workplace gossip.
 Drinking on the job.
 Leaving without telling anyone.
 Too many personal calls.

11
 Five worst breaches of office etiquette:
 Eating someone else’s food from the fridge.
 Bad hygiene.
 Bad habits.
 Drinking on the job.
 Wastefulness with paper.

First Impressions
 Within 30 seconds people judge your
 Economic level
 Educational level
 Social position
 Level of sophistication
 Level of success
 Within 4 minutes people decide your
 Trustworthiness
 Compassion
 Reliability
 Intelligence
 Capability
 Humility
 Friendliness
 Confidence

MODULE 2: MAKING INTRODUCTIONS
13

MAKING INTRODUCTIONS
14

15
Introductions - Purpose
 Exchange names between People so
that conversation can follow
 To start networking opportunity
 Build Rapport
 To “Break the Ice”

16
Types of Introduction
 Self – Introduction
 Three-Party Introduction
 High Official on Visit

17
How to introduce Yourself and
Others
 Always stand for introductions,
everyone should stand up to greet new
colleagues, associates or clients.
 In an office, always stand up and
come around from behind the desk
to greet visitors.
 Establish eye contact too.
 Better to make an incorrect
introduction instead of none, even if
you forgot their name, rather than stand
there unacknowledged and disregarded.
 The name of the person being
introduced is mentioned last, and the
person to whom the introduction is made
is mentioned first.

18
 Business Introductions are based on power and
hierarchy.
 Simply, persons of lesser authority are introduced
to persons of greater authority.
 Mention the person of authority or Importance first
" Ms Boss, I would like to introduce you to Mr.
Prospect, the owner of the agency."
 Gender plays no role in business etiquette; nor does it
affect the order of introductions.
 Responding to Introductions is just as important as
making the introduction.
 In response to informal introductions, simply say "
hello". Add " How do you do?" followed by the
person's name
 Do not use the first name until the person to whom
you've been introduced has indicated that the
familiarity is preferred.
How to make an Introduction

19
Hello, Ms. Alexis
How doyou do?

20

21

22

Business Cards
 Manage business card exchanges
flawlessly
 Always have a supply of cards
 Ask for someone’s card before offering
your own
 Present card face up
 Take time to look at received card
 NEVER turn down an offered card
 Be selective when distributing cards
 Be aware of international card etiquette

Handshake Types
 Pumper
 Dead Fish/Lobster
Claw
 Squeezer/Bone
Crusher “The
Dominator”
 Two handed “Politician”
 Hand Wrestle/Pusher
 Equal, with direct eye
contact
24

Bone Crusher
25

Equal, with Eye Contact
26

DOMINATOR
27

How to Get out of a Bad
Handshake
28

Handshake Protocol
 A Handshake can create feelings
of friendliness or irritation.
 The Proper handshake is brief,
strong and a warm clasp
 Say your name and extend your
hand
 The higher ranking person should
extend his/hand first
http://americablog.com/2017/07/polis
h-first-lady-disses-donald-trump.html
29

Handshake Protocol
 Provide a firm handshake
but not a bone breaking
one.
 In a party shake hands with
the host first then mingle to
meet others
 Don’t shake hands with
Muslim or Jewish Ladies or
non Muslim ladies with
Muslim men
30

31
The Don’ts of Intros
 Never introduce people by their first names.
 Do not walk up to someone you don’t know and say “what is your
name” it’s unflattering. Give your name first and then the person
should give theirs.
 Kissing on the mouth is not appropriate.
 Hugging is acceptable when you are very familiar with that
person.
 Never Introduce an arriving visitor to someone who is leaving.
 Never phrase your introduction as a command.

32

MODULE 3: OFFICE ETIQUETTE:
33

34
Office Etiquette
 Be Punctual
 Be helpful
 Avoid Annoying habits (Do not use strong perfume)
 Watch your body odor
 Practice Team Work
 Discourage Personal Office Visitors
 Avoid Cliques & Office Gossip

35
Office Etiquette
 Learn right away who you can call by first name and who
prefers to be addressed by Mr, Ms, or Mrs
 It's almost always best to address clients or customer by Mr.
or Ms. until you are asked to do otherwise.
 The exception might be someone who is close to your own
age.
 Be sure to show your boss and coworkers consideration and
respect.
 Stop what you're doing when someone enters your office or
work area and give that person your full attention.
 Do not read a coworker's mail
 Do not borrow desk items without asking first

36
Office (Cubicle) Etiquette
 Try to Speak softly at most times
 Do not use a speaker phone
 Do not discuss confidential matters in your cubicle
 Keep your personal cellular phone off.
 Keep your personal calls to a minimum
 Do not interrupt someone who is on the telephone
 meet your clients at a conference room, rather than
at your desk.
 Do not use screen savers which make noise
 One man’s music is another man’s noise
 keep it tidy and clean, with documents filed in their
proper places.

MODULE 4: BUSINESS
COMMUNICATION ETIQUETTE
37

38
Telephone Etiquette
 The first fifteen seconds of a call are critical.
 Make sure you prepare yourself before you pick up
the receiver
 Always answer the telephone by the third ring
 Answer the telephone with you opposite
handedness
 This allows your writing hand to be free to take down notes or
messages. Always be prepared to take down pertinent notes
and information.

39
 Begin the call with a polite greeting.
 A good example of a greeting is, “Good
morning/afternoon/evening, [name of company],
this is [your name] speaking.
 Speak clearly.
 Answer the telephone with a smile.
 The first impression conveyed with the tone
of voice accounts for 70% of what the caller
hears while only 30% is attributed to the
words being spoken.
 Refrain from talking to others around you while
you are on the telephone.
 Give the caller your undivided attention.
Telephone Etiquette

40
 Use simple and plain language.
 Avoid using slang terms such as “yeah,” “okay” or
“nope.”
 Use more appropriate words such as “yes,”
“certainly” and “no.”
 If a customer or client approaches you while you are
on a call, simply look up at the customer/client to
acknowledge his or her presence and smile.
Telephone Etiquette

41
 Thank the caller for his or her call.
 Be the last to hang up the telephone.
 This will allow you to catch all of the conversation
and not miss any last minute questions a caller
may have.
Telephone Etiquette

42
Telephone Etiquette
Questions to Ask Yourself…
 How did I “look” to the caller? What did the tone
of my voice convey to the caller?
 Did I appear friendly and helpful?
 Did I rush the caller through the call?
 Did I obtain all of the pertinent information?
 Did I upset the caller or make the caller angry? If
so, why and was the upset or anger avoidable?
 Remember, the key to proper telephone etiquette
is to remain friendly, courteous and helpful to the
caller during ALL calls, regardless of the
situation.

43
Telephone Etiquette Dos and
Don'ts
DO…
 -- Use a silent, pulsing phone
during concerts, plays, or
movies instead of a beeping or
chirping mobile phone
 At the beginning of a meeting
inform other party that you are
expecting an important call that
you must take if the call comes.
 Upon receiving your call, quickly
ask to be excused, leave the
room promptly but without, being
a major distraction if you are in a
large meeting.
 Wait until you have left the
room and close the door
behind you before you say
“hello”!
 -- Return calls promptly
-- Identify yourself in all
forms of telecommunication
-- Get to the point quickly
-- Know what you're going
to say before you answer

44
DON’T
 -- Eat while talking on the phone
 -- Interrupt a face-to-face interaction to talk
on a mobile phone
 -- Send faxes of more than 10 pages without
asking permission
Telephone Etiquette Dos and
Don'ts

Email Etiquette
 Keep messages clear and brief.
 Use proper English, spelling and grammar. Avoid
email specific abbreviations (i.e. BTW, ICWUM, etc.).
 Return emails promptly – within one business day.
 Include a subject line to clearly identify the purpose of
your message.
 Review the content of your email prior to sending it
out. You cannot retrieve your message once it is sent.
 Avoid sending jokes and other personal emails
through your workplace email - you may be
monitored.
 Type E-MAIL IN ALL CAPS or in red or with highlights
45

Table of Precedence
Table of Precedence which comprises the order of protocol of the
nation’s highest office holders
1) The President
2) The Prime Minister
3) The Chief Justice
4) The President of the Senate
5) The Speaker of the House of Representatives
6) Cabinet Ministers
7) High Commissioners and Ambassadors (according to the Diplomatic Table of
Precedence)
8) The Archbishop of Port of Spain
9) The Bishop of Trinidad and Tobago
10) The Chief Representative of the Hindu Religion
11) The Chief Representative of the Muslim Religion
12) The Chief Representative of the Council of Evangelical Churches
13) The Leader of the Opposition
14) Justices of Appeal
15) Justices of the High Court
46

Table of Precedence - con’d
16) Ministers accredited to Trinidad and Tobago, Acting High Commissioners and
Charges d’Affaires
17) Parliamentary Secretaries
18) The Vice President of the Senate
19) The Deputy Speaker of House of Representatives
20) Members of the Senate
21) Members of the House of Representatives
22) Consuls General, Counsellors in Embassies and High Commissions
23) Accredited Chief Representatives of International Organisations
24) The Chairman of the Public Service Commission, the Chairman of the Elections
and Boundaries Commission, the Auditor General and the Governor of the Central
Bank of Trinidad and Tobago (precedence among them being in accordance with
respective dates of their appointments)
25) The Chief of Defence Staff
26) Mayors and Chairmen of County Councils
27) Permanent Secretaries
28) Members of the Public Service Commission and of the Elections and Boundaries
Commission
29) Consuls de Carrière, First Secretaries in Embassies and High Commissions and
Senior Assistant Secretaries.
30) Trade Commissioners
31) Senior Government Officials and Heads of Departments
32) Chairman of the Statutory Boards and Authorities
33) Honorary Consuls, Vice Consuls, Second Secretaries and Third Secretaries. 47

Questions:
 How does one address a Member of Parliament
(MP) in a letter?
 How does one verbally address an MP, both on
telephone and in a face to face?
 Any other points of protocol regarding meeting
with an MP?
48

Use Proper Titles & Honorifics
 The Speaker of The House of Representatives
 The President of the Senate…?
 Elected Members of Parliament?
 An unelected Minister of Cabinet ?
 The Prime Minister?
 President of Trinidad and Tobago?
 The Chief Justice?
 Consuls General, Counsellors in Embassies and High Commissions
 The Archbishop of Port of Spain
 The Bishop of Trinidad and Tobago
 Mayors?
 Past and Present US, French and Russia Presidents
 A sitting Judge of the High Court?
49

Use Proper Titles & Honorifics
1. The Honourable or The Honorable (abbreviated to The Hon., Hon.) Bridgid
Annisette-George, MP Speaker of The House of Representatives
2. Senator the Honourable Christine Kangaloo President of the Senate
3. The Honourable or The Honorable (abbreviated to The Hon., Hon. ) Elected
Members of Parliament?
4. The Honourable Dr. Keith Rowley, Prime Minister of the Republic of Trinidad and
Tobago
5. His Excellency Anthony Carmona, President of the Republic of Trinidad and Tobago
6. The Honourable the Chief Justice, Justice Ivor Archie O.R.T.T.
7. Senator the Honourable …An unelected ? Minister of Cabinet?
8. HE Consuls General, Ambassadors and High Commissioners
9. His Grace The Archbishop Joseph Harris Archbishop of Port of Spain, Trinidad and
Tobago, Antilles
10. Bishop Claude Berkley of The Anglican Church of the Diocese of Trinidad and
Tobago
11. His/Her/Your Worship …Mayor of Arima, Port of Spain, San Fernando, Chaguanas
and Point Fortin?
12. President …Past and Present US, French and Russia Presidents
13. Justice …A sitting Judge of the High Court? All rights reserved 2017. Information is the
50

MODULE 5: BUSINESS ATTIRE
ETIQUETTE
51

52
Dress Etiquette
“The way you dress affects the way you
are perceived, and the way you are
perceived, is the way you are treated.”
- Buck Rodgers
Former VP of Marketing, IBM
Author of The IBM Way

53
Dress Codes
Formal attire:
 White Tie - Is the most formal evening dress code. It is
worn to events such as balls, the opera, and formal
dinners. Worn only to events after six o'clock
 Black Tie – Less formal evening events
 Semi Formal (Lounge Suit), Worn at daytime events,
cocktail parties
Informal attire:
 International business attire
 Business Casual
 Casual

54
Dress Codes - Formal

Business Attire
55

56
Business Attire - Jackets

57
Business Attire – Western Std
- Men

58
- Women

59
- Women

60
Business Attire Women –
Creative Industry

61
Business Casual - Women

62
Business Attire No-no

63
Business Casual - Men
In general, business casual means dressing professionally, looking relaxed, yet neat
and pulled together

64
Business Attire Tips
 Men – Always wear dark
business suit
 Trousers should be long enough
to cover socks
 Ties should reach belt line
 Shoes – Black classic lace ups,
shined and in good repair
 Leather belts with quiet small
buckle that matches shoes
 Women – Skirts no shorter than
three inches above knee,
Hosiery is required with pumps
not sandals.
 No ankle bracelets, no
excessive jewelry, no cleavage,
no tight clothing

MODULE 6: BUSINESS DINING
ETIQUETTE
65

66
Types of Corporate
Parties/Events
 Breakfast Meetings
 Brunch
 Luncheon
 Dinner
 Cocktail Parties
 Award Dinners
 Retreats
 Drinks

Cocktail Parties
 Work event—not social
 Determine your strategy: network with new
people or certain known targets
 Don’t just hang out with friends
 Enter room, step to one side, survey room
 Move toward friendly faces or already formed
group
 If someone enters your group, greet them and
make introductions

Cocktail Party Tips
 Go to food table first—easiest place to start
conversations
 Stand in middle of room or near food table, stay
away from walls
 Learn how to hold napkin, plate and glass in one
hand
 Keep one hand free to shake hands
 Don’t overindulge in alcohol
 Maneuver among people—don’t get stuck

Small Talk Openers
 Individuals
 Compliment, weather, food, current event
 “I love your______. Is it a family heirloom?”
 Group
 Something pertaining to everyone
 “How do you all know each other?”
 “Will you be traveling this summer?”
 Casual acquaintances
 General comments
 “How has your year been?”

Small Talk Middle
 Safe topics
 Sports, books, movies, theater, art, travel
 Questions
 Ask, listen, elaborate with matching
experience, Ask again
 Be more interested than interesting

Small Talk Break-Away
 Stay no more than 10 min in one place
 Break-away lines
 “I don’t want to monopolize you.”
 “I’m going to circulate.”
 “I see someone I must meet.”
 Tell them you enjoyed speaking with
them
 Discuss next steps
 Going for food, to next person, etc.

72

73
Breakfast Setting

74
Lunch Setting

75
Formal Dinner Setting

76

77
Silverware

78

79

80

81

82

83
Table Etiquette - Tips
 Sit - the host will tell you where to sit, or you ask.
 Wait for others to start eating.
 Food is passed to the right.
 Try a little of everything – don’t heap food on your plate.
 If you do not want something, just pass it on; You do not need to
say anything.
 Keep the table and table-cloth as clean as possible. Do not put
bones or anything on the table.
 Things that are not eaten should be put on your plate.
 If there is something in your mouth that you cannot swallow,
quietly put it in your paper napkin and then go on
 Do not talk with food in your mouth! Wait until you have
swallowed everything before talking.

84
 Burping - don't!! It is considered rude.
 Slurping - don't!! Drinking soup or eating noodles - be quiet.
 When food is passed to you say, "Thank You."
 When you would like more of some food and it is not right in
front of you, say, "Please pass the green beans."
 Do not reach across the table or in front of someone to get
something - that is rude. Ask them to pass it to you.
 If you need to leave the table to go to the bathroom or do
something, say, "Excuse me for a moment, please."
 Meals are to be slow, pleasant, leisurely times. Enjoy your
food, but talk too.
 Wait for all to be finished before leaving the table.
 Do not touch your nose, hair or teeth at the table.
 After the meal, go to the bathroom and clean your teeth if you
need to.
Table Etiquette - Tips

85

MODULE 7: NAVIGATING OFFICE
POLITICS
86

Coping with Office Gossip
 Walk Away
 Change the Topic
 Say “I am not comfortable speaking about
that…”
 Say “I hadn’t heard that, lets ask her/him directly
 Say “I don’t like talking about him/her because I
don’t like him or her talking about me
When its about you
 Say “Could imagine there is a rumor that I…
people have nothing to do? What do you think?
87

Avoid Office Bullying
 Bullying is usually seen as acts or verbal comments that
could 'mentally' hurt or isolate a person in the workplace.
Sometimes, bullying can involve negative physical
contact as well. Bullying usually involves repeated
incidents or a pattern of behaviour that is intended to
intimidate, offend, degrade or humiliate a particular
person or group of people. It has also been described as
the assertion of power through aggression.
88

What may be constituted as Bullying:
 Spreading malicious rumors, gossip, or innuendo.
 Excluding or isolating someone socially.
 Intimidating a person.
 Undermining or deliberately impeding a person's work.
 Physically abusing or threatening abuse.
 Removing areas of responsibilities without cause.
 Constantly changing work guidelines.
 Establishing impossible deadlines that will set up the individual to
fail.
 Withholding necessary information or purposefully giving the wrong
information.
89

What may be constituted as Bullying:
 Making jokes that are 'obviously offensive' by spoken word or e-mail.
 Intruding on a person's privacy by pestering, spying or stalking.
 Assigning unreasonable duties or workload which are unfavorable to
one person (in a way that creates unnecessary pressure).
 Underwork - creating a feeling of uselessness.
 Yelling or using profanity.
 Criticising a person persistently or constantly.
 Belittling a person's opinions.
 Unwarranted (or undeserved) punishment.
 Blocking applications for training, leave or promotion.
 Tampering with a person's personal belongings or work equipment.
90

How can bullying affect an
individual?
Feelings of:
 Shock
 Anger.
 Feelings of frustration and/or
helplessness.
 Increased sense of vulnerability.
 Loss of confidence.
 Physical symptoms such as:
 Inability to sleep.
 Loss of appetite.
 Psychosomatic symptoms such as:
 Stomach pains.
 Headaches.
 Panic or anxiety, especially about going
to work.
 Family tension and stress.
 Inability to concentrate.
 Low morale and productivity.
91

How can bullying affect an
organisation?
Bullying affects the overall
"health" of an organization. An
"unhealthy" workplace can have
many effects. In general these
include:
 Increased absenteeism.
 Increased turnover.
 Increased stress.
 Increased costs for employee
assistance programs (EAPs),
recruitment, etc.
 Increased risk for accidents / incidents.
 Decreased productivity and motivation.
 Decreased morale.
 Reduced corporate image and customer
confidence.
 Poor customer service.
 2013 Research Findings
92

What is Sexual Harassment
 “unwelcome conduct of a sexual nature that detrimentally affects the
work environment or leads to adverse job-related consequences for
the victims of the harassment.”
 As stated in the leading Canadian case of Janzen-v-Platy-
Enterprises-Limited-[1989]-59-D.L.R.-(4th)-352:
 “It is ... an abuse of power. When sexual harassment occurs in the workplace, it is
an abuse of both economic and sexual power. Sexual harassment is a
demeaning practice.... By requiring an employee to contend with unwelcome
sexual actions or explicit sexual demands, sexual harassment in the workplace
attacks the dignity and self-respect of the victim both as an employee and as a
human being.”
93

94
Avoid Sexual Harassment
Always avoid…
 Physical contact of a sexual nature including unnecessary
touching, patting, hugging or brushing against a person's
body
 Explicit or implicit propositions to engage in sexual activity
 Comments of a sexual nature, including
 Sexually explicit statements or questions
 Sexually explicit jokes or anecdotes
 Remarks of a sexual nature regarding a person's clothing or
body
 Remarks about sexual activity
 Whistling, ogling, or leering
 Emailing pictures, posters or other such materials.
 Physical interference with or restriction of an individual's
movements

95
WHAT DO TO DO IF YOU THINK YOU MAY BE
EXPERIENCING HARASSMENT/BEING BULLIED?
 DO NOT RETALIATE. You may end up looking like the
perpetrator and will most certainly cause confusion for those
responsible for evaluating and responding to the situation
 Know your rights. You have a right to a work environment that is
free of bias, intimidation, or hostility.
 State your objections at the time.
 Tell the harasser/Bully that his/her behavior is unwelcome.
 Your response could prevent future harassment from the
person, especially if he or she did not realize the behavior
was offensive.
 Tell someone. Talk to a trusted friend, colleague. Ask for advice
and support to help stop the harassment.
Avoid Sexual Harassment

96
 Document incidences.
 Keep records in a journal or record the facts on a
tape recorder. Keep track of dates, places, times,
witnesses and the nature of the harassment.
 Write a letter
 A letter to the harasser can be an effective way to
communicate one's objections to certain
behaviors. Such a letter should state:
 (a) the facts of the situation,
 (b) the effects the behavior has had on the
harassee, and
 (c) that the harassee would like the behavior to
stop.
 Report the Problem to Legal or through
Whistleblower System.
Reporting Sexual Harassment

Bullying and Harassment
behaviour does not include:
 Expressing differences of opinion.
 Offering constructive feedback, guidance, or advice
about work-related behaviour.
 Reasonable action taken by an employer or supervisor
relating to the management and direction of workers or
the place of employment (e.g., managing a worker's
performance, taking reasonable disciplinary actions,
assigning work).
97

Office Fraternization/Romance
 Dating a supervisor or
subordinate is absolutely
a no-no
 Any behavior of a sexual
nature on company
property gives the
company grounds for
legal action

Review Challenge
 Instructions…

Basic Business Etiquette 2017

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Was ist angesagt?

Was ist angesagt? (20)

Ähnlich wie Basic Business Etiquette 2017

Ähnlich wie Basic Business Etiquette 2017 (20)

Mehr von Janel P. Phillip, SHRM - SCP, MSc, NLP

Mehr von Janel P. Phillip, SHRM - SCP, MSc, NLP (10)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

Basic Business Etiquette 2017