Business Etiquette

What Is Business Etiquette?

• Rules that allow us to interact in a civilized fashion

• Code of behavior that is grounded in common sense and cultural norms

• Manners matter in the workplace

Objectives• Office etiquette• Discipline• Meetings• Introductions• Telephone manners• E- Mail manners• Dinner etiquette

Office Etiquette

• Your desk• Your appearance• Your physical &

verbal behavior– Sit up straight– Be discreet– Common courtesy – Speak sparingly

Office Etiquette• Be self aware • Avoid strong perfume • Mind Your Own Business • Use speakerphone only for conference calls • Keep your noise to yourself • Keep your germs to yourself • Be pleasant

Office Etiquette

• Don't talk loudly across partitions• Keep cell phones ringers low• Refrain from annoying cell ring tones• Answer phones promptly, don't let it ring several times

Discipline

• Punctuality• Time consciousness• Respect for others privacy• Respect for hierarchy• Appointments • Agendas• Self Control

Electronics

E-mail – Can be kept as a record– Slang, Careless writing– Thoughtless comments– Humor out of place

Making a good “First Impression”

• The way you dress is the single biggest nonverbal communication you make about yourself.

• Your dress conveys success, trustworthiness, intelligence and suitability.

• Lean towards the conservative side of style.• Avoid loud colors and printed fabrics• Make sure your clothes are nicely pressed.

Social Etiquette

Meeting and Greeting

• Introduction– Traditionally, a man is always introduced to a

woman. Not necessarily in business.– Highest person of rank is mentioned first. – A younger person is always introduced to an older

person– It is helpful to include the persons title– Always state your name.

Tricks for remembering names

• Repeat the person’s name a few times to yourself after you’re introduced.

• Use the person’s name immediately in the conversation after an introduction.

• Immediately introduce that new person to someone else you know.

• Jot down the person’s name

The Proper Handshake

• Firm, but not bone-crushing • Lasts about 3 seconds • May be "pumped" once or twice from the elbow • Is released after the shake, even if the introduction

continues • Includes good eye contact with the other person • Hold your drink in your left hand to avoid a cold, wet

handshake

Exchanging Business Cards• Carrying your card• Presenting your card• Receiving a card• When to exchange cards• With whom to exchange cards• Never leave the office without a good

supply.

Business Cards

– In Japan business cards are extremely important.– Present your card with both hands. – When you receive a business card spend several

seconds studying it and do not write on it or put in your pocket in the presence of the giver.

– In many parts of the Middle East, you should never use your left hand when giving your business card.

– Print your business card in English on one side, and in the language of your host on the other.

– Learn the protocol of giving business cards.

Body Language

Do’sMake frequent eye contactSmileTake notesSmileNod frequentlySmileKeep you hands out of your pocket

Body Language

Don’tsSlouchCross you armsTap your feetClear your throat repeatedlyBite your lips or nails

What is Diversity?

What are some examples of human diversity?

AgeRaceEthnicityCultureGenderMarital status

Physical statusEconomic classEducationReligionPolitical

Ideology

Benefits of being Culturally Sensitive

• People respect you• Less conflict• Problems are easily solved• Business is more successful –

meaning more job security

Asian CulturesJapanese• The bow symbolizes respect and humility. • The “ok” sign is a symbol for money.• The business card – treat it with respect.• Very punctual. It is rude to be late to a business meeting.

Chinese• A gift should be refused three times before accepting it. The

giver will continue to insist that you accept the gift.• The triangle is considered a negative shape.

Thai• Never touch the head or pass an object over the head –

the head is considered sacred in Thailand.• Never cross your legs in the presence of an older

person.

European and African Cultures

• In Great Britain, the napkin is a child’s diaper. They call it the Serviette.

• In France, the “ok” sign means zero.• In Germany, first names are seldom used when doing business.• In Germany, gifts are rarely exchanged and are usually not

appropriate.• The number 7 is considered bad luck in Kenya and good luck in

Czech Republic.• In Bulgaria, a nod means “no” and shaking you head means “yes”.• In some African countries, the color red represents witchcraft and

death.

Middle Eastern Cultures• Greet visitors by saying” assalamoalaekum” i.e. peace be

upon you.• Never, never eat with your left hand. • Never sit in a position that displays the sole of your foot to

an Arab, especially women.• Never ask a businessman about his wife or other female

members of his family.• Famous for their hospitality.• Business meetings are conducted in a leisurely style.

INDIAN CULTURES

• Firm belief in “athiti devo bhava”• Judicious mix of modernity and tradition.• Are very adaptive to new atmosphere.• Protocol of seniority is always maintained.• Visitors are normally accompanied back to

their vehicles and duly seen off.

Business In Other Countries

Business in USALanguage:

English is spoken by 82% of the population as a native language.

Diversity:

America is a nation of immigrants and as a result cultural mish-mash in every sense of the word.

Informal and Friendly:

American are friendly and Informal by nature. People tend to not wait to be introduced

Time is MoneyIn America, time is a very important commodity. People 'save' time and 'spend' time as if it were money in the bank.

Americans ascribe personality characteristics and values based on how people use time.

Business in USA

Customs and Etiquette in USA

Meeting And Greetings:• Greetings are casual.• A handshake, a smile, and a ‘hello’ are all that is needed.• Smile.• Use first names and be sure to introduce everyone to each other.

Business Etiquette in USA

Communication Style

Americans are Direct

They value logic and linear thinking and expect people to speak clearly and in a straightforward manner

Americans will use the telephone to conduct business that would require a face-to-face meeting in most other countries.

Business Etiquette in USA

Business Meeting

Arrive on time for meetings since time and punctuality are so important to Americans.

Meetings may appear relaxed, but they are taken quite seriously

With the emphasis on controlling time, business is conducted rapidly.

Business in Germany

• The official language of Germany is German, with over 95% of the population speaking German as their first language.

• If you write to schedule an appointment, the letter should be written in German.

• Punctuality is taken extremely seriously.

• Meetings are generally formal.

• There is a strict protocol to follow when entering a room:The eldest or highest ranking person enters the room first. Men enter before women, if their age and status are roughly equivalent.

“Germans are the masters of planning.”

German Society & Culture

Dining Etiquette in Germany:

Arrive on time as punctuality indicates proper planning. Never arrive early or late.

Relationship & Communications in Germany:

They will be interested in your academic credentials and the amount of time your company has been in business.

Germans display great deference to people in authority, so it is imperative that they understand your level relative to their own.

Business in Brazil

Language:

Language is one of the strongest elements of Brazil's national unity. Portuguese is spoken by nearly 100 percent of the population.

Brazilian Diversity:

Brazil is a mixture of races and ethnicities, resulting in rich diversity.

Brazilian Culture

Relationship & Communication in Brazil:

Brazilians prefer face-to-face meetings to written communication.

The individual they deal with is more important than the company.

Business Negotiation in Brazil

Brazilians take time when negotiating. Do not rush them or appear impatient.

Expect a great deal of time to be spent reviewing details.

Often the people you negotiate with will not have decision-making authority.

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