Business Etiquette &
Grooming
Vision 3K Technologies (I) Pvt. Ltd.
Created by: Mihir Sheth
Etiquette
Treat others as you would like
to be treated.
Treat others as they would
like to be treated.
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Business Etiquette & Grooming
Topics
 E-mail
 Telephone/Mobile
 Grooming
 Business Meeting
 Conducting Teleconferencing
 Dining
 Gifts
 Tips
 Protocol of Different Countries
 Office Protocol
 General Protocol
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Business Etiquette & Grooming
E-Mail
ID Selection
Subject Line
No Spam
No “CAPITAL”
Salutation
Writing Style

Language

Content

Format
First Mail
Replies
Inbox
Storage
Check the Content before forwarding
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Business Etiquette & Grooming
Telephone / Mobile
Introduce Yourself
Speak Softly
While dialing & asking for a person, always ask for official
designation followed by personal name.
Don’t shout / abuse
If on Mobile, ask if it’s a good time to talk or else request for
an alternate time
Selection of Ring Tone
When in meeting take only unavoidable calls – Excuse
yourself & walk some distance away
Don’t talk long – keep it short
Contd…
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Business Etiquette & Grooming
Telephone / Mobile
Do not use mobile in Club / Auditorium / Doctor / Hospital
Check when in public place that mobile phone is not prohibited
If no response to your calls, then send a message
You’re putting up the other side on speaker phone – inform him
Be brief on business call
No messages of sensitive nature
Not more than 3 rings in incoming calls
Do not listen to music without headphones in public place
Do return the call missed if from known number
Give clear message on voice mail. If urgent indicate so
Conclude with date and time of your calling, when on voice mail
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Business Etiquette & Grooming
Telephone / Mobile
Conversation or consternation??
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Business Etiquette & Grooming
Grooming
People begin to evaluate us before
any words are ever spoken
Who you are speaks so loudly I do
not hear what you say -- Emerson
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Business Etiquette & Grooming
Grooming
The way you dress affects the way
you are perceived, and the way you
are perceived, is the way you are
treated.
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Business Etiquette & Grooming
Grooming
Attire
Formals / Semiformal
Shoes Polished
Tie should end at belt buckle
Hair properly combed
Nails clean & manicured
Properly Shaved / Trimmed beard
Appropriate Attire for Women
Contd…
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Business Etiquette & Grooming
Grooming
Pleasant Smell: Perfume Types
Categories:

Flowery – All day / night

Deos

Citrus - Day

Perfume

Spice - Day

Colognes / Aftershave

Musk - Evening / Night

Sprays

Fruity - Day

Sporty - Day

Woody – Evening / Night
Carry a folder / briefcase to carry papers
Do not make multiple fold of paper & put in the pocket
Pockets should not be bulgy / large quantity of coins
Pen should be in breast pocket of coat if wearing suit -not in
front pocket
Contd…
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Business Etiquette & Grooming
Business Meeting
Arrangements:

If Host

If Guest

Set the agenda & duration in advance
Punctuality:

Arrive in time if guest, early if host, to supervise
arrangement
Back Up:

If guest, inform in advance required software / internet
requirement if any.

If host, try to find out from guest of any special
requirement

Always have back up by way of a Pen Drive
Contd…
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Business Etiquette & Grooming
Business Meeting
Introductions:

Lower to higher

Unknown to known

State full name & positions

Brief but substantive when individual or else name &
designation when group
Body Language:

Stand to meet someone

Extend your hand immediately

Firm Shake hand

Eye Contact

Greeting with smile – How do you do? Hello / Hi
How are you to doing today?

Positive
Video on Business Greeting
Contd…
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Business Etiquette & Grooming
Business Meeting
Exchange of Visiting Card:

Right hand / Two Hands- Respectful bow

Visiting Card should be in readily accessible place. Coat
Pocket or front pocket of shirt

Do not distribute to all but to anchor person initially & then
to interacting Person

Always offer a card to person who offers his card
Posture:

Erect

Attentive
Contd…
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Business Etiquette & Grooming
Business Meeting
Exchanging Business Cards
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Business Etiquette & Grooming
Business Meeting
Addressing:

Mr. / Ms / Sir / Madam / Lady (not female or dame )/ First
name

Dr. (If medical or PHD)

Your Excellency if Governor / Head of State

Your Honors- if judge

His Holiness if head of religious sect

Stick to Sir / Madam if not sure

Never say uncle / aunt to older person in western countries
Contd…
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Business Etiquette & Grooming
Business Meeting
Initiating the meeting
Wait for the host / chairman to take seat, seat where directed
If you’re the host, plan seating arrangements in advance
If host, start with Welcome / Greeting / Small Talk as icebreaker
Icebreakers- Economy, Country, Sport, Weather, Transport,
Event etc
If guest take a cue from the host
Know the hierarchy. Keep focus on anchor without disconnecting
with others
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Business Etiquette & Grooming
Business Meeting
Do’s
Start on a positive note. Appreciate, Value, Thank, Compliment
say how much you value this meeting
Voice your disagreements positively
( I am sure you have reason to be firm on your pricing but it is
my obligation. to apprise you on market realities) Or you certainly
have a view point and we respect it. At the same time we would
like to highlight certain practical considerations
Keep your voice soft / steady
Speak slowly while talking to foreigner so that your accents are
understood clearly
Contd…
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Business Etiquette & Grooming
Business Meeting
Do’s
Request the speaker to repeat again / spell it if you have not
understood key context / accent etc. – say sorry – you’ve not
understood. Can you repeat that.
Always enroll – I am sure person like you quite appreciates it
- You and I have seen enough of world not to take chance on
key parameters
Always be in control of time line – park the issues which are
taking arguments
Before 5 min. at least, start winding up – Give hints that time is
up - I’m happy that in limited time also, we have been able to
achieve a lot – to sum up – what we have agreed is …..
Contd…
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Business Etiquette & Grooming
Business Meeting
Do’s
Always leave an escape vent – Do not make aggressive and
concluding statements
Use humor when uncomfortable
It is ok to ask for privacy to discuss the business point with
your colleagues
Always make minutes of the meeting
Ask if the minutes could be confirmed / signed by the opposite
party. If not e-mail it with a caveat to get back in a week’s time
in case of disagreement
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Business Etiquette & Grooming
Business Meeting
What you think
 This is taking forever
What you say
 How can we get this
 Why can’t you
approved (finished)
 I hate it when
quickly?
 Here’s the best way to do it.
 What if you
 Would it be better if
 Here’s my suggestion
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Business Etiquette & Grooming
Business Meeting
Don’t
Don’t react to refusal, break of negotiations
Don’t sit slouched, legs apart with loosened tie
Don’t engage in distractions (texting, loud yawning, tooth
picking, drumming, reading, ear scratching, playing etc.) – If the
opposite party does it, stop your sentence abruptly & then tell
him with straight face that you would rather let him finish his
agenda if it is urgent or continue after he is done with
Don’t cross talk
Don’t interrupt
Contd…
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Business Etiquette & Grooming
Business Meeting
Don’t
Don’t rub it hard, give hints
Don’t discuss / comment politics, religion, race, or pass sexist
comment
Don’t try to be over respectful, or be eager to prove you are
right- This is not about right or wrong
Don’t go on tangent
Don’t brag about personal / wealth / education / possessions
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Business Etiquette & Grooming
Conducting Teleconferencing
Choose the anchor
Anchor should first introduce himself & then his team members
with their designations or job responsibility
Start with Greeting & Small Talk of not more than a minute
Host would ask permission to begin the meeting formally
If on speaker phone inform the other side
Ensure that agenda has been given in advance
Start by setting the time limit
Every few minutes keep asking for affirmations
Do you agree?

Is it ok?

Am I coming out clear?

Do you agree?

Any queries?
Contd…
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Business Etiquette & Grooming
Conducting Teleconferencing
If no answer forthcoming then ask the anchor on other side
if you can proceed
Listen to the other side
Don’t interrupt, If must then interrupt with apology and explain
reason
Do not make frequent interruptions
Don’t react , clarify by asking neutral question
If difficult to understand accent ask the other side to speak slowly
If other side have understood you wrongly then say…
I think I need to explain more clearly ..or.. I am afraid I’ve
not been able to communicate it clearly.. Let me explain again
In case of a disagreement do not stretch it - say you have a
point which needs a debate - let’s park it. We can discuss it later
Contd…
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Business Etiquette & Grooming
Conducting Teleconferencing
Wind up with summery & action plan on both sides
Don’t forget Courtesies … Thank you, we appreciate your time
views, position, challenges etc. Let’s make efforts to see how
we can take it forward
Don’t take a position

I am Right

I told you so

You are wrong
Use humor to diffuse tense situation
Always ask when in doubt
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Business Etiquette & Grooming
Dining
Arrangements

Seating

Welcoming

Table Arrangement / Seating arrangements
General:

Don’t pick up napkin / spoon if falls down

No tooth pick without covering mouth

Don’t keep belongings on table

If coffee shop – wait to be seated

Finish chewing before continuing your conversation

Do not blow on food that is hot

Do not push your plate away on finishing
Contd…
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Business Etiquette & Grooming
Dining
Ask preferences for food type / diet restrictions, if host
If guest, always select mid priced range item or leave it to host,
direct to be seated if guest, wait to eat till host signals,
mind your pace of eating, eat / drink small portions
If host be early – wait at the door / lounge to welcome
If guest be in time – not later than 5 minutes of appointment time
Contd…
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Business Etiquette & Grooming
Dining
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Business Etiquette & Grooming
Dining
Cutlery
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Business Etiquette & Grooming
Dining
Basic Dining Etiquette-Using Utensils
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Business Etiquette & Grooming
Dining
Ordering: Allow host, don’t mix the food type in multi – specialty
restaurant
If host, clarify with the guest if he has any allergies
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If guest, always give a good feedback – Appreciate the
efforts / ambience or food
If you disliked food then say it was different & an experience to
have in life
If you’re a vegetarian in foreign country always clarify you want
“No meat” rather than saying you want vegetarian food
Serving

Pass food to the right

Transfer dip to your plate

Plates are served on the left.

Dishes removed from the right.
Contd…
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Business Etiquette & Grooming
Dining
Napkin:

Do not unfold with a jerk, keep it on seat when leaving
the table to indicate you’ve not finished

Put it on table not on plate when you finish meal

If on formal lunch / dinner do not eat very cheesy things if
you’re not comfortable handling it,

Just swab the napkin on face do not use wipe your face
Contd…
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Business Etiquette & Grooming
Dining
Drinking:

Moderate

Do not mix

Do not experiment

Firm refusal when finished quota

Wine Protocol
Wine Drinking Protocol Video
After Dinner:

If host then see the guest off to door

If guest thank & give counter invitation. If Hostess is
available make it a point to individually thank her.
Contd…
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Business Etiquette & Grooming
Dining
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Business Etiquette & Grooming
Dining
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Business Etiquette & Grooming
Dining
Basic Dining Etiquette-Using Main Course
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Business Etiquette & Grooming
Dining
Basic Dining Etiquette-Using Finger Bowl
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Business Etiquette & Grooming
Gifts
Giving
Find in advance who all you will be meeting
Find in advance who all you will be meeting
Always carry some extra gifts
If gifts are of different values then give the costly one separately
Gifts to be of appropriate value- Respect the gift norms
Give with grace, smile & humility
Receiving
Always open & appreciate
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Business Etiquette & Grooming
Tips
If service charges included in hotel then no need to give.
Do not tip – if unhappy – but express you dissatisfaction politely
Should be 10 to 15 %
If in USA - Hairdresser, Cabdriver, Bartender, Porter, Musician
expect it
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Business Etiquette & Grooming
Protocol of Different Countries
Middle East - How to treat women? –When guest at
home - do not talk unless they talk, do not offer to shake hands,
do not directly look at their face
Europe/USA bargain only up to a point
Hong Kong, Russia, bargain hard, Singapore once and
then final, eating etiquette, Greeting - How do
you do?
Hi… Namaste…… Salaam Alekum / Alekum Salaam etc
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Business Etiquette & Grooming
Office Protocol
Be positive about yourself, your
work, your boss, peers, coworkers,
customers, suppliers and company
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Business Etiquette & Grooming
Office Protocol
Winning is not a sometime thing;
it’s an all the time thing. You don’t
win once in a while; you don’t do
things right once in a while; you do
them right all the time. Winning is a
habit. Unfortunately, so is losing.
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Business Etiquette & Grooming
Office Protocol
Arguments
Loose talk
Grumbling
Office parties
Boasting
Support the team
Always say positive things about your organization to outsiders.
If unhappy about something discuss with your superior
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Business Etiquette & Grooming
General Protocol
Doorbell / Phone
Driving with guest
Car Seating
Lift / Door
Hygiene
Queue Protocols
Time & Place punctuality
Obeying rules, smoking
Mob behaviour
Contd…
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Business Etiquette & Grooming
General Protocol
Chewing gum
Protocol to a lady on social occasion
Say “Bless You” when someone sneezing
Don’t miss to go for office party
Mistakes – Apologies & be graceful to accept apologies –
Do not Argue
Do not give false promises / commitments
Small Courtesies – Thanks, You’re Welcome / Sorry
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Business Etiquette & Grooming
THANK YOU!
Presented by: Mihir Sheth
mihir.sheth@v3kt.com