BUSINESS ETIQUETTES
91. Business etiquette is better defined as guidelines for conducting business with ease, style and confidence. In to days tough as nail sceneries, it is essential to have the right tools to do so. Business etiquette is essential about building relationship with colleagues, clients or customers. People who can influence your success in the
business world. It is simply a means of maximizing your s\business potential by presenting your self favorably. Thus by improving business etiquette you automatically by improving business etiquette your automatically improve your channels of “arriving”. Employers and clients look for qualities that reflect courtesy, image, trust and reliability. People skills are crucial. Possessing a high level of etiquette knowledge instills a felling of trust worthiness.
92. Why Business Etiquette
(a) You are an extension of your organisation.
(b) It can directly affect your career.
(c) It can open the door to success or close it.
(d) It builds the business and your bottom line.
(e) Stakes are constantly getting higher.
(f) One cannot rely solely on “instinct”.
(g) A second chance not always possible.
(h) Treat everyone with equal courtesy & respect.
93. Business Manners
(a) Good manners make good business.
(b) Good manners are not optional.
(c) Good manners never go out of style.
(d) Good manners separate the winners from the also-rans.
(e) Impolite and ill mannered behaviour is usually passed down from the top.
94. A Manner of Speaking
(a) Don't raise your voice.
(b) Don't be vulgar or use abusive language
(c) Don't act superior or arrogant.
(d) Don't threaten anyone.
(e) To diffuse any situation, walk away quietly.
(f) Don't make derogatory remarks on race, intelligence class.
(g) Etiquette is also about being comfortable around people and making them comfortable around you.
95. Hall mark of Business Etiquette
(a) Presenting yourself with polish.
(b) Showing you can be taken seriously.
(c) Poise & Professionalism affects business relationship.
(d) Preventing business loss from bad manners.
(e) Knowledge & practice of etiquette an advantage.
(f) Times have changed and some of the old standards no longer apply.
96. Taking Care of Business
(a) Meeting the right person.
(b) Come from crating values from both parties.
(c) Take time to build relationship.
(d) Be ethical in all dealings.
(e) Clear ambiguities to avoid misunderstandings.
(f) Work towards win-win situations.
(g) Put things in writing.
(h) Makes ones sought after.
(j) Conducts business with greater success.
(k) Leave the other looking forward to further interaction.
(l) Tech skills and knowledge accounts for only 15% of success at work. The remaining 85% is due to peoples skills.
97. Making Business lunches Effective
(a) Business is frequently but not always conducted over a meal.
(b) Inquire about food preferences.
(c) Ensure the other’s conveniences.
(d) Make it suit the budget.
(e) Check the time & place.
(f) Confirm the reservation.
(g) Make the affair enjoyable.
98. What to Avoid at Business Related Social Events
(a) If you are not good socially, you may not be considered good professionally.
(b) Drinking more than you can handle.
(c) Being loud & flirtatious.
(d) Obnoxious behaviour.
(e) Revealing confidential Information.
99. International Business Etiquettes
(a) Knowing “Do’s & Don’ts” for different countries is often more important than knowing the language.
(b) Check local holidays before fixing schedule.
(c) Business hour vary in different places.
(d) Print your material bilingual, if possible.
(e) Dress conservative till you are sure.
(f) Pronounce the name & order correctly.
(g) Speak slowly & clearly.
(h) Get an interpreter, if necessary.
(j) Deal with senior managers in final stages.
(k) Place of decision making various for different countries.
(l) Confirm before clinching the deal.
(m) Before giving gifts learn the customs.
100. Special Pointers
(a) Pace of decision making vary from country to country.
(b) Take the time to develop solid, long term personal relationships.
(c) Translate your presentation material into official language.
(d) Use translators when necessary.
(e) Remember, Small client can lead to big business.
(f) Deal with senior officers, especially in the final stage.
(g) Despite, economical, political and all the other changes business environment will continue to be affected by local culture.
101. Early Days
(a) Have no dealings with he who is loath some hateful, horrible, insufferable, intolerable, detestable, unbearable and abhorrent for your business shall suffer and so shall you.
(b) Ever since caravan look the silk route to trade their wares in strange, faraway places and early merchants crossed the seas in ships, the basic rule for business travelers have remained unchanged. Sell what you bring to the market at the maximum price to one who needs it and purchase what you require in the market at the min cost from one who brings it.
E-MAIL & NETIQUETTE
102. Electronic mail & message system play an increasingly important role in our lives and are among the fastest growing and most powerful means of communications today. Due to the relative unfamiliarity involved, the language should be general and words even more carefully chosen. However the ease & informal nature of its use carries several inherent risks, including misinterpretation and lack of control ever viewing.
VOICE OVER Netiquette (or net etiquette) comprises the propriety and manners that need to be followed while communicating on the internet. While old norms for communiqués do not automatically apply to this new medium, there are guiding principals, including common courtesy, which should be adhered to.
Advantage of E-mail
* Quick
* Wide reaching
* Cost effective
* Potent tool
* Personal & professional
Basics of E-mail
* Give a personal number
* Provide a subject line
* Keep the message short
* Focus on single subject
* Use correct English
* Wait before re0sending
Basics of E-mail Etiquette
* Reply promptly with in 24hrs.
* Personalize your greetings. Mirror the others.
* Use the first name of the other does.
* Think before you write.
* Get the point but don’t skip the details.
* Don't use all “CAPS” (shouting), it’s hard on the eyes.
* Don't use all lower case, sound like mumbling.
* Be careful with tone.
* Be concise & specific without sounding impersonal.
* Be polite, use, “please”, “kindly”, “Thank you”.
* Come across as respectful, friendly and approachable.
* Let your mail speak to the recipient.
* Keep business mail formal.
* Compensate for missing ‘non-verbal’ being more explicit.
* Use active voice, easier to comprehend, sounds more personal.
* Acknowledge receipt of each mail of planning to reply later.
* Acknowledge each mail (unless spam) even with a one liner.
* Answer all questions and preempt future ones.
* Proof read the mail before using.
Things to Avoid
* Don’t use short hand, abbreviations or chat slang.
* Don't sound curt or demanding.
* Don't till understanding with brevity.
* Refrain from using foul language.
* Resist nursing words like “urgent” or “important”.
* Don't send chatty or pointless mail, unless to a friend.
* Never “spam” information about your services.
* Never use e-mail for confidential matters.
* Don't reply to ‘cc’ mail unless asked.
* Shun “flaming” or use of strong language.
* Don't forward unsolicited mails to everyone.
* Avoid pending HTML unless required, keep it ltd.
Business via E-mail
* Although business is conducted electronically the same rules of etiquette apply. Keep in mind that you are communicating with business people who do not like intrusions and have time for idle chatter, but may enjoy knowing that you were thinking about them and were working on their project.
* Just because an e-mail is personable (amiable, friendly), it doesn’t have to be personal.
Particular Pointers
* Mention where you got the e-mail address of the person.
* Ask before sending attachments.
* Create an e-mail letter head for formal proposals but use it sparingly (Restrict to three lines).
* Put list of e-mail addresses in ‘Bcc’ to protect privacy.
* If prospecting for customers, send a one line solicitation followed by e-mail details.
* Emotions can be used to convey a tone with someone you know well.
* Make ‘Stock replies/templates for standard quarries.
* Prefix ‘http:/’ to make it a direct hyperlink.
* For mass mailing use ‘Bcc/mail-merge (personalized * protects ID).
* Use “Reply” retaining the relevant portions of their mail.
* While forwarding a mail, delete all extraneous matter (mail details).
* Add important attachments only (increases down load time and potential viruses’ risk).
Pit falls of E-mail
* Misunderstanding, interceptions, incomplete info.
* Conveys, meaning, not tone.
* Arrives in a flood.
* Not read soon upon arrival.
* Recipient chooses which to read or discard.
Some E-mail Norms
* Spell ‘internet’ in lower case.
* Spell ‘WWW’ in upper case.
* Be uniform in usage.
* “World wide web” has been capitalized by Webster. The word e-mail is hyphenated (email’ in French or German means e-name)
Use of Smileys
* While one may use ‘Smileys’ to indicate the tone of voice, use them sparingly. :–) is an example of a smiley. Don't assume that it will make the recipient happy or wipe out an insulting comment.
* The same rules of good letter writing apply small paragraphs, simple language, spellings, punctuations etc.
Special Guide Lines
* Netiquette forbids spreading misinformation, personal or confidential or confidential information or anything damaging to others.
* Including the word “long” in the subject header, over 100 lines is considered long.
* Remember that people often pay for connectivity by the minute.
* Norms from one environment may not apply in another.
* Check for more than one message from the same person.
* Watch out for sarcasm.
* Respect the copyright on the material reproduced.
* Be careful with slang or local acronyms.
* Don't hesitate to ask for help.
* Try on your own before asking.
THE CORE RULES OF NETIQUETTE
Rule 1 - Remember the human.
Rule 2 - Adhere to the same standards of behaviour online as
in real life.
Rule 3 - Know where you are in cyberspace.
Rule 4 - Respect other people time & band width.
Rule 5 - Make yourself look good online.
Rule 6 - Share expert knowledge.
Rule 7 - Help keep flame wars under control.
Rule 8 - Respect other people’s privacy.
Rule 9 - Don't abuse your power.
Rule 10 - Be forgiving of other people’s mistakes.
WHILE SENDING MESSAGE
* Identify yourself and your purpose clearly.
* Be concise & specific without sounding impersonal.
* Compensate for missing ‘non verbals’ by being more explicit.
* Use active voice, easier to comprehend, sounds more personal.
* Don't use all lowercase, sounds like mumbling.
* Assume that any message sent is permanent.
* Keep the intended audience in mind.
* Use ‘cc’ field sparingly.
* Separate opinion form non opinion, clearly label each other.
RECEIVING & RESPONDING
* On receiving message, don’t ignore it.
* If message generate emotions check again.
* Avoid responding while in emotional state.
* Assume the honesty & competence of the sender.
* Consider whom to respond to.
* Avoid irrelevancies.
* Remember that the recipient’s culture, language and humor have different points of reference, including date formats, measurements and idioms.
FOR DISCUSSION GROUP
* Post messages appropriate to the Group.
* Post comments that add to the discussion.
* Use descriptive & specific subject lines.
* Don't sent messages meant for one person to the entire group.
* Although electronic communication is in its infancy, e-mail massaging system have novel characteristics that will lead to their becoming a key communication medium incoming decades. Understanding its attributes and effect on users will help us avoid unwanted side effects while waiting of the benefits.
CORPORATE NETIQUETTE
* Correct e-mail communication is one of the most important things for an organisation, in this day and age. While rules may differ according to the nature of business and work culture, some things holds true. Prompt replies, accurate answering of queries, use of appropriate tone and expressions, as well as avoidance of common errors are some of the things necessary for any user.
* Why Corporate Netiquette? \Professionalism, Efficiency, Protection (from liability).
* In the past the people using the internet were technically oriented and understood its nature. Today users are new to the environment & culture.
CORPORATE NETIQUETTE SOME RULES
* Promptly answers all queries, pre-empting further ones.
* Attach only necessary files.
* Use proper structure & layout.
* Keep the language gender neutral.
* Don't leave out the message thread.
* Be careful with abbreviations, emoticons & formatting.
* Go easy on people who get loads of mail deity.
* While the internet has opened up endless opportunities, one needs to maintain decorum, professionalism, courtesy and ethics.
DO NOT….
* Recall a message.
* Request delivery & read receipts.
* Discuss confidential information.
* Assume a mail has been received.
* Pretend you have not received a mail.
* Dump or fire someone or give bad news by e-mail.
* E-Mail people on holiday.
* Over use “High Priority” option.
E-Mail at work
* Put different subjects in different mails.
* Professional e-mail can be informal too.
* Wit and humour are out of place.
* Check mail at least twice a day, preferably three or four times.
* Write mail in your “down time”, not in peak working hours.
* If going to be out for more than a day, assign to some one.
* Try “answer mail” to automatically respond.
* Don't ignore “Snail Mail” or paper mail.
* Maul to managers may be read by secretaries.
* General mail to company, may not reach the intended person.
* Maintain the minimum standards for spelling and punctuation.
* Do not let e-mail distract you from your main work.
CORPORATE POLICY & SOFTWARE
* Create an e-mail letter head for formal proposals, use it sparingly (Restrict to three lines).
* If prospective for customers, send a one line so elicitation followed by “e-mail for details”.
* A good thumb rule, be conservative in what you send and liberal in what you receive.
Early Days
* Who could have imagined in the days of mail men letter boxes, telegrams & postal delay that a time would come, when the mail would be delivered, read and replied to in less time than it taken to go drop a letter.
TELEPHONE ETIQUETTE
* The telephone has become such a part of our lives today that we cannot think of ourselves without. Perhaps this is exactly why we talking on the phone take so much for granted and unwillingly commit more than the occasional breach of etiquette. Telephone manners are very important even more so because of the absence of personal contact. Hence, one has to be twice as careful about one’s choice of words, tone etc.
SOME BASICS
* Dial carefully.
* Be polite.
* Speak clearly.
* Be attentive
* Don't linger
* The first impression is based on the first interaction on the phone.
FOUR THINGS TO MENTION
* Who is calling?
* From where.
* For whom.
* Why.
COMMON PHONE COURTESIES
* Return calls promptly.
* Handle the instrument gently.
* Have a reason for calling.
* Speak directly into the mouth piece.
* Apologize for wrong numbers.
* Identify yourself first.
* Take permission before beginning the conversation.
* Speak clearly, distinctinly & pleasantly.
* If you can’t hear ask to repeat.
* Don't sound distracted, focus on the call.
* Always keep a paper and pen by the phone.
* Keep the noise down when someone is on the phone.
* Call at a proper time (Avoid Monday’s morning, meal timings &
* Call at a proper time (Avoid Monday’s morning, meal timings &
nights).
* If you promise to call someone, do it.
* Take permission before using some one else’s phone.
* If calling long distance, offer to pay for it.
* The one who makes the call, ends it.
SOME DON'T’S
* Don’t eat drink while on the phone.
* Don't talk for long if there is queue at the booth.
* Avoid using the speakerphone, on account of echo.
* Don't disturb someone who is on the phone.
* Don't talk to someone while on the phone.
* Avoid important discussions on the phone.
* Don't hold the recover with dirty hands.
* Don’t keep the party on hold for long.
* Don’t respond to obscene phone calls.
* Never forward a call to a residence without clearing it first.
* Don’t interrupt a conversation more than once for another call.
* Avoid muffled whispers or covering the mouth piece it shows.
* Don't keep someone’s phone tied up for long.
* Don't react to ‘triggers’ words or expressions.
* Don't curt even to tele marketers, they are just doing their job.
* Don't hang up till the other person is through speaking.
* There is no justifiable reason for being rule on the phone.
ENDING LONG TALKS GRACEFULLY
* Start running up.
* Express regret at not being able to continue.
* State reason for having to go.
* Others to catch up later.
* End on a ‘high’ note.
* Thank the person.
SPECIAL POINTERS
* Keep international time zones in mind.
* If asked something, reply first before retorting “who is calling”.
* If interrupted while busy, greet briefly, then others to call back.
* “Guess who” games don’t always go down well.
* When asked to call later, inquire about the time.
* In case of names, numbers and other specification.
* Write them down.
* Read back what you have written.
* To save time, keep ready points you wish to discuss.
* Find out when would be good time to normally call.
* Walk away overhearing into a private conversation.
* Avoid excessive hand gestures or verbal mannerism.
* In call waiting, priority is given to first caller.
LEAVING A MESSAGE
* Be prepared to speak promptly.
* Identify yourself properly.
* Speak slowly and clearly.
* Keep it brief.
* Leave details of where you can be reached.
OFFICE PHONE ETIQUETTE
* A certain level of professionalism is necessary on the phone. Every time you make or receive telephone call at work, you are representing yourself and your company. Proper etiquettes leaves callers with a favorable impression of you and you office, while enabling you to get respect and courtesy in return.
“LEAPS” FOR THE EMOTIONAL CALLER
* Listen.
* Empathize.
* Acknowledge/Apologize.
* Solve.
SOME FEEL GOOD STATEMETNS
* “Sorry to keep you waiting”.
* “Thank you for holding on.”
* “Thank you for calling.”
* “Would you like anything else.”
* “Nice talking to you.”
* “Use the callers name during the conversation, the sweetest sound to a person is his own name.
THINGS TO REMEMBER
* Return messages within 24hrs.
* Answer unattended calls.
* Take a message.
* Pass on the message.
* Ask if you don’t understand.
* Offer solutions and alternatives.
* Respect or spell out important details.
* If you can’t help, direct the caller to someone who can.
* To avoid unnecessary delays, help out as much as you can yourself.
* Show willingness to solve the problem.
* Avoid jargon, use colloquial language.
* Make sure you are being understood.
* Avoid arguments & criticism.
* Don't assign blame on anyone.
* Keep personal calls brief.
* If you just need to convey information, send an e-mail.
* Have a concise, professional greeting on your answering machine/voice mail.
* On encountering voice mail clearly state name, organisation, reasons for calling and telephone numbers.
* End up with a sum up.
* Thank the caller.
* While leaving your desk, forward calls or inform the operator.
* Irate callers are actually saying “I rate”.
PUTTING IT BETTER
* “I don’t know” (or “I’ve no idea”)/”I’m afraid I don’t know.
* “That is not possible”/”That would be a little difficult.
* “You have to”/ “You would need to”.
* “I’m transferring your call”/”May I connect you”.
* “He has gone to the bathroom”/ “He has stepped out for a few minutes.”
* “He hasn’t come in yet”/ “He is expected shortly”.
* “She is busy”/ “She is unable to come to the phone right now.
* “He has taken the day off”/ “He wont be coming on today”.
* “He has gone out”/ “He is not in at the moment; would you like to leave a message?
* “I’ll call you back”/ “Can I call you back?”
continued in ETIQUETTES-4
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