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Business etiquette

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hany tharwat

on 8 November 2015

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Transcript of Business etiquette

Dress for Success.
When it comes to business meals, bring your manners.
Express gratitude.
Respect others culture.
Respect others time.
Prompt communication.
Kindness and courtesy counts!

Within 30 seconds people judge your
Economic level.
Educational level.
Social position.
Level of sophistication.
Level of success.

Business etiquette
“Freedom without rules doesn't work. And communities do not work unless they are regulated by etiquette. (Judith Martin)
Discussion Session
What is etiquette ?
Social and business etiquette.
Importance of business etiquette.
How To introduce yourself?
Important topics in business etiquette are :-
Handshake etiquette.
Meeting etiquette.
Office etiquette.
Dining etiquette.
Attire etiquette.
Telephone etiquette.
E-mail etiquette.
Business card etiquette.
Business ethics.

Handshake etiquette.

Extend your right hand.
Web to web,

finger to finger.
Give slight pressure.
Grasp the other person’s hand firmly and completely.

Look into the



Release the hand in


Handshake is a gesture of acceptance and welcome.
When to initiate the handshake?
Both men and women should stand for handshaking.
When two business people communicate, how far apart should they stand?

Be aware of your other hand.
no matter what, never, ever refuse to accept someone’s hand.
The Top 10 Bad Business Handshakes
Business card etiquette and business ethicks
why is it important?
Write For Action
In the first 1-3 lines of your email, specify what this email is about.
Does it include action required?
Does it require a reply back by a certain date?
What information is contained that the reader will find necessary for their job?
Stop replies before they start.
If a reply is not required, end your message with “(Reply Not Necessary)”

What is etiquette?
Definition of etiquette
The forms, manners and ceremonies established by convention as acceptable or required in social relations or in a professional life.
Knowing how to behave in a given situation.
Knowing how to interact with people.
Etiquette is respect, good manners and good behavior.
How To Introduce Yourself?
Failing to introduce people in a business situation makes you look downright unprofessional.
Made with emotional not rational brain.
Once made rational brain seeks validation.
Don’t want to change opinions.
Experience teaches us validity of first impressions.
How to introduce yourself?
Always rise as a mark of respect.
Look into the eyes and smile.
Give a firm handshake.
Say your name and something about yourself.
“Hello, I’m Hany Tharwat. I work for Minapharm in Reiferon team".
Making positive first impression
Are first impressions lasting?
First impression
Social and business etiquette
Telephone and e-mail Etiquettes
Importance of etiquette
People hate uncultured business, they like to deal with convenience and professionalism.
It’s a guidance on how to behave at workplace.
Reduce conflicts among people.
Easy to solve problems with best practices.
Reputation of the company as people judge you by what they see and what they believe to be true.
You can win the loyalty and trust of your customers with business etiquette.
Teaches you to create a good “first impression”.
Meeting etiquette rules
7- Listen
You may find that many of the questions you have about a topic are answered by the content of the meeting.
3- Be Prepared
Each participant should come
to the meeting with all of the materials and data he will need and an understanding of the meeting topic.

5- clothes
Thé chairperson should indicate what kind of clothes is required for thé meeting, either business casual or business formal.
Business Card Etiquette
Always have a business card
Have it in a good shape and updated
Have it readily available
Be selective about distributing.
A business card should convey your basic information.
When offered a business card, say thank you and present your card in return.
Telephone Etiquette
Voice Mail/Mobile Phone Use
Telephone Etiquette
Identify yourself when making call.
Make the caller know your name, work area
Address the caller by his name.
Keep conversation brief and never be impatient.
Listen carefully and don’t interrupt.
Do not chew anything while speaking on phone.
If you wish to put the caller on hold, request his permission to do so.
Focus on the call; not on doing something else.
Eliminate noise.
Ask if this is a good time to talk.
appropriate greeting.
Always have pen and paper on hand
Close conversation politely.
Let the caller hang up first.
Attire etiquette
A business suit is :-
Full sleeved blouse with collars or close neck
Color of the blouse should complement color of the skirt / trouser and jacket
Comfortable foot wear rather than trendy
Foot wear in neutral colors such as black, beige , gray and tan
Leather bag of the same color as shoes
Not too big , light and simple
Jewelry should be kept simple and minimal
Use perfume or cologne with caution
If hair is beyond shoulder it should be neatly tied back
If it is short it should be well groomed and look neat
Choose subtle makeup colors that suit your skin tone

skirted/pant suit, dress shirt, clean well maintained dress shoes (generally closed-toe shoe)

Don’t wear more than 13 accessories

Hair and nails must be clean and groomed

If you wear nail polish, make sure it is a conservative colour

Your hair should be pulled away from your face

The dress you wear should be in sync with the place
White shirts are more formal than coloured shirts.
Solid colours are more formal than patterned.
Shirt sleeves should extend a couple of centimeters beyond jacket sleeves.
Shirt fits comfortably around the neck.
The knotted tie should end at the belt buckle.
The knot should be a perfect triangle.
Leather belt.
Pen with metal body.
Dark colored leather bag.
Use perfume or cologne with caution.

Grooming is fundamental.
Hair clean and styled appropriately.
Clean nails, skin and teeth.
Many professionals wear make-up (depends on field).
Check fragrance and clothing care.

Professional Appearance
Attire for Men
suit, dress shirt, tie (well maintained dress shoes)
Go to work clean shaven
Keep your hands manicured and clean
If wearing a blazer- button blazer or jacket when you stand

Realize proper usage of mobile phones in business.
Understand how to leave an adequate voice message.
Check messages frequently on a daily basis .
Limit your conversation when in close quarters.
Use a quiet voice.
Refrain from using when driving.
Meeting and office Etiquette
Email is not an etiquette-free zone.
It is a professional form of communication and should follow good writing guideline.
Have an e-mail address that is professional-sounding.
Include an appropriate subject line.
Avoid short forms or slang (e.g. ‘u’ instead of ‘you’, ‘y’ instead of ‘why’, ‘r’ instead of ‘are’, etc).
Always use spell-check and grammar check before sending messages.
Keep your messages short.
Include your full name at the bottom of your e-mail.
Avoid emoticons, abbreviations, and fancy formatting.
E-Mail Etiquette
-mail should be concise & to the point.
-ake use of proper spelling, grammar & punctuation.
-lways answer swiftly.
-nclude your signature.
-earn to read the E-mail before you send it.
Dining Etiquette
Be on time
Wait to sit until host/hostess indicated the seating arrangement
Stand on the right side of your chair and enter from your left
Put your napkin in your lap
Decide on your menu selections quickly
Never order the most expensive item
Wait for all people to be served before beginning
Salt/Pepper pass together
Generally pass food to the right

Know how to use a standard table setting. Start with utensils on the outside and work your way “in”.

Know which silverware to use with which food
Wait until everyone has been served before you begin to eat
Do not reach across the table for an item politely ask the person next to you to pass.
Get down to business initiating business talk.
Try to maintain some polite dinner conversation.
The host should propose the welcome toast.
A gift of some sort is welcome, if invited to the home of a local business associate.

business etiquette
Business etiquette is remembering to be respectful
to managers, co-workers, and internal customers.
Use Smart Subject Lines
All messages should have clear and specific “Subject Lines” that describes the message content.
specifies if there are any actions required & due dates.
mentions clearly who the message is for.
Avoid using Bcc and Ccc unnecessarily.
Use a meaningful subject.

Always be clean and neat.
Mind your own business.
Respect privacy and confidentiality.
Treat every employee with the same respect.
Follow your company's business dress code.
Show a healthy respect for colleagues experience and expertise.
Maintain good eye contact.
Develop a comfortable handshake and keep it consistent.
Allow yourself to be accessible to others but adopt clearly understood signals for when. you’re busy and don’t wish to be disturbed.
Keep your desk tidy.
Those who follow good office etiquette are promoted and given choice assignments.
Those who are seen as crass are passed over or have their employment terminated.
Be self-aware-use common sense.
Never go over your supervisor’s head.

Office Citizenship
Put things back where they belong (stapler,hole punch,tape,etc.).
Indicate a reorder if you use the last of anything.
Refill the paper tray in the copier if you empty it.
Learn how to unjam the copier.
Clear the copier settings after using.
Find Your Own Style
Figure out what you’re comfortable with and do it.
Don’t try to be someone you’re not.
Don’t discount the importance of such gestures just because you’re uncomfortable.
find your own style and be authentic.

Connecting With Others
Learn everyone’s names quickly and use them.
Accept and initiate lunch invitations.
Recognize others’ accomplishments.
Keep a filled candy jar on your desk.
Keep nice notecards and/or a variety of cards (sympathy, get well, new baby) and use them.

office Etiquette
Thank you
prepared by :
Hany Tharwat
Sherry Mousa
Social etiquette
Business etiquette
Marked by courtesy
Marked by hierarchy & power
Gender plays a role
Gender has no role

Within 4 minutes people decide your

You only have ONE opportunity to make a good first impression.
Introduction protocol : -
Junior is introduced to senior.
The rule is to say important persons name first. Add a few words about that person.
If you forget someone’s name during an introduction, don’t panic. Look the person directly in the eye and with a sincere smile, say “I’m sorry, but your name just slipped my mind. Could you remind me?”
Determine audience.
Identify their expectations.
Establish objectives.
Dress, behave, and communication in a way that reflects audience expectations.
ABC’s professional Image
Appearance : Color, wardrobe, grooming.
Behavior : Etiquette, civility, attitude.
Communication : Verbal, nonverbal, written.
Be aware....
Good subject line examples :-
FYI: Meeting minutes from 3/14 discussion.
Reports Included: minutes from MRM, all Reports due Friday 4/1.
DISTRIBUTE: Program agenda & related information.
Bob, Joe: need you at noon meeting Wed w/ your updates.
AGENDA: Staff meeting Thurs 3/12 10:00 pm.
Mary: I will attend the MRM & present summary. (EOM).
Poor subject line examples

Weekly minutes.
Here are the URLs.
Re: presentation.
(blank subject line).
Unrelated subject line – sending an email with an old subject line.

Do try a little of everything served.
Do avoid talking with your mouth full. Take small bites.
Do wait until you have swallowed the food before you take a sip of your beverage.
Do carry your food to your mouth with an inward curve of fork or spoon.

Don’t pick your teeth. Excuse yourself and take privacy of the washroom.
Don’t push your plate away when finished.
Don’t talk about your personal food likes and dislikes while eating.
Don’t place personal items on the table.

1- Arrival
at least 15 minutes early.
This allows you to find a seat and get situated before the meeting starts.
2- Agenda
The chairperson: should circulate a meeting agenda at least one week in advance.
Participants: should express any concerns about the agenda at least 48 hours.
mention the meeting's start and ending times.

4- Breaks
Meetings should have a break every two hours.
Breaks should be 20 minutes.

6- Speaking
Keep the meeting organized by only speaking when you have the floor.
Ask questions during thé designated question period.

8- Nervous Habits
Avoid nervous habits such as tapping a pen on the table,
making noises with your mouth or tapping your feet on the faloor.

Turn off your cell phone before the meeting start.
If you are expecting an urgent call, then set your phone to vibrate and excuse yourself from the meeting if the call comes in.
Unless laptop computers have been approved for the meeting, turn yours off and lower the screen so that you do not obstruct anyone's view.

10- Guests
Do not bring unannounced guests to a meeting.

In conference room hang back until power players have taken seats.
Avoid swear words and vulgar references
Poor communicating skill is not professional.
Avoid personal questions during first meeting.
Whoever gets to the door first should open it and hold for others who are following.

Answer the phone with merely “hello” or “yes”.
depend on your memory instead of writing.
Hang up without trying to close the conversation.
Keep talking to another person while answering phone.

Attire for Women

You never get a second chance to make a good first impression!

Always take pride in your appearance.

Dress for the position you want, not the position you have

It includes the personal and corporate standards of behaviour expected of professionals.
It means conducting all aspects of business and dealing with all stakeholders in an ethical manner.
Business and industry leaders have identified Essential Work Traits that college should teach and students should practice in order to develop a viable, effective workforce They are called
Positive Work Ethics

it is defined as set of Values and Behaviors which people believe morals.
Morals relate to Right or Wrong
Values are beliefs that a person feels very important

Components of Professional Ethics

It Displays appropriate nonverbal and verbal skills. Be empathetic to co-workers Integrity

In business, the confidentiality of information, a mainstream adaptation of the “need to know”

Demonstrates skills in personal management, time management, priorities, flexibility, stress management and dealing with change

Assuming ownership for personal actions and to be accountable for one’s own behavior, assigned tasks, duties and functions

It respects the right of others, deals appropriately with culture/racial diversity, and does not engage in harassment of any kind
Also It involves using self control, and carrying yourself in a manner that won't later embarrass you.
How to handshake?
Good and poor Subject Lines
E-mail etiquette
9- Cell Phones and Laptops
Dining and attire Etiquette
Professional Business Wardrobe
Professional Business Wardrobe
Be aware...
3 feet
Managing Angry Calls
Listen his problems.
Don’t interrupt, let him finish first.
Do not say “You are wrong”.
You should be good at your work area and investigate about his complaint or problem and solve it.
Do not mislead.
Call him back when you have the solution.
Keys for success

ethics influence and contibute to :-
Employee commitment
investor and customer loyalty and confidence
legal problems and penalties
customer satisfaction
the ability to build reltiaonships with stakeholders
performance , revenue , and profits
reputation and image
9- Communication
10- Etiquette
It demonstrates a positive attitude, appears self confident and has realistic expectation of self
1- Attitude
2- Respect
3- Honesty
Being truthful and not misleading of fake
4- Responsibility
5- Teamwork
6- Organization Skills
8- Productivity
Follows safely practices, conserves materials, keeps work area neat and clean, follows directions and procedures.
7- confidentiality
Professional ethics
Business ethicks
Full transcript