business etiquette training

Global Business EtiqueteHR DEPARTMENT

EXTRAMARKS EDUCATION PVT. LTD.

" Business etiquette is the subtle, redefining difference which enables people to excel and succeed in today’s corporate culture." Cindy Grosso.

You May Think You’re Polite, But How Much Do You Really Know

About Global Business Etiquette?

Etiquette is… |Definition

Ethical and socially acceptable behavior regarding professional

practice or action among the members of a profession in

their dealings with each other.

But etiquette isn’t recognized as one uniform set of standards around the globe…

For example, a hand gesture in one country may have the exact opposite meaning in another culture!

Why are global etiquette and cultural differences important

to us?

As global business continues to expand, the critical element of a successful business outcome may be the appreciation and respect for cultural differences.

You will need to utilize your knowledge of cultural diversity and intercultural communication during your professional interactions.

China

Japan

Czech Republic

Denmark

1. In all but one of the following countries it is expected that you bring a gift to a business meeting. In which country is it NOT expected?

China

Japan

Czech Republic

Denmark

1. In all but one of the following countries it is expected that you bring a gift to a business meeting. In which country is it NOT expected?

a high-five

holding hands while walking

a handshake

a hug or kiss on the cheek

2. In Saudi Arabia, which is considered a popular gesture of friendship between men?

a high-five

holding hands while walking

a handshake

a hug or kiss on the cheek

2. In Saudi Arabia, which is considered a popular gesture of friendship between men?

confidential

smelly

inappropriate

very important

3. In Great Britain, tapping your nose indicates that something is:

confidential

smelly

inappropriate

very important

3. In Great Britain, tapping your nose indicates that something is:

15% tip

the more the better

no tip at all

50% tip

4. When treating a client to a business meal in China, the most appropriate tipping strategy would be:

15% tip

the more the better

no tip at all

50% tip

4. When treating a client to a business meal in China, the most appropriate tipping strategy would be:

Mouth

Feet

Arms and Legs

Arms, Legs and Hair

5. When treating a client to a business meal in China, the most appropriate tipping strategy would be:

Mouth

Feet

Arms and Legs

Arms, Legs and Hair

5. When treating a client to a business meal in China, the most appropriate tipping strategy would be:

No matter what the situation, social etiquette rules should be

followed

When should you be particularly aware of your

manners?

Consider some of Consider some of the benefits of the benefits of

etiquette…etiquette…

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Consider some of the benefits of Consider some of the benefits of etiquette…etiquette…

Gives professionals the tools to impress clients and colleagues.

It puts others at ease so that business can be conducted.

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and…and…

Helps to establish rapport with others more easily.

Builds confidence and helps create a winning style.

•Gives the organization an overall polished, professional image.

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andand

Possessing a high level of etiquette knowledge and skills builds confidence

and instills the perception of trustworthiness

in others.

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IntroductionsIntroductions

When you are speaking with someone you know and someone new approaches, always make an introduction.

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When making an introduction…When making an introduction…

Give a piece of information about the person—it can be a conversation starter.

“This is Sue, she just opened a new store in town.”

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What?What?

LISTEN to and concentrate on conversations—don’t just wait for your turn to talk!

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Don’t Jump!Don’t Jump!

Resist the urge to jump into a conversation when someone pauses in thought. Wait a second or two, then respond.

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Smile, you’re on Candid Camera!Smile, you’re on Candid Camera!

Be an active listener—smile, nod, make eye contact and agree when appropriate.

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My SpaceMy SpaceRespect a person’s

personal space—don’t get too close! If you can smell lunch on their breath—you may be too close!

Give them a breath mint!

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Build your vocabulary!Build your vocabulary!

Avoid vulgar references and swear words.

Poor language IS NOT professional and offends some.

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NetworkingNetworking

Based on the success of your first impression, the other person will determine whether or not you are

worthy enough for them to continue investing themselves in developing a

relationship with you and your company.

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Mind your own business!Mind your own business!

Don’t ask personal questions!

Like…

How much did that cost?Why did they divorce?Did you get a raise?

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You’ve got to be kidding!You’ve got to be kidding!

Gossip—keep it to yourself!

Gossip: Everyone wants to hear it until it’s about them!

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Hold the door.Hold the door.

Whoever (guy or gal) gets to the door first should open it and hold for others who are following.

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The door is closing…The door is closing…

At an elevator, those in the elevator should get off before anyone else get on.

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Meeting SeatingMeeting Seating

Generally the chairperson sits at the end of the table farthest from the entrance.

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Does anyone know what time it Does anyone know what time it is?is?

If you are attending the meeting—be on time!

On time means arriving a few minutes BEFORE the meeting begins.

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Who’s in charge of this meeting?Who’s in charge of this meeting?

If you are leading a meeting ARRIVE EARLY! Check the room’s temperature, lighting, and arrangement.

Get yourself organized. Greet the participants

as they arrive.

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You’re RingingYou’re Ringing

When you are in ANY meeting, turn off your cell phone ringer—accept voicemail and text messaging only!

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Rapid ResponseRapid Response

Forget junk mail and forwards, but ALWAYS respond to a real message on your e-mail.

Honor your working hoursHonor your working hours

Working nine to five thirty doesn’t mean that you arrive at nine and leave at five thirty .

It means you work from nine to five thirty .

Socializing at the coffee pot or eating breakfast at your desk does not constitute working.

Five minutes may not seem like much to you, but it may seem like stealing to your

manager or CEO, especially a small or a busy office.

Spending 10 minutes on a personal phone call is only a small part of an eight and half hour day, but 10 minutes a day equals 50 minutes a week-almost an hour of unproductive time

If you start getting ready to leave at 5:15, charge out of the office at 5:19, and screeching out of the parking lot, you’ll give the impression that you can’t wait to leave-not a professional attitude.

If you cut short a telephone conversation with a customer because it is quitting time, you may lose business .

If you arrive at a meeting late your actions say, “my time is more valuable than yours; you aren’t important to me.”

Those few extra minutes may make a big difference in a way you are considered for promotions or raises.

Be honest .

How many hours do you really work?

Be friendlyBe friendly When you are new, you need people to

help you with your duties, explain procedures, and show you where to get information or material you’ll need.

Make an extra effort to get along with everyone, but don’t try too hard.

Ask your new coworkers to have lunch with you; lunch is a great opportunity to get to know each other.

Remember that offices work best when individual efforts support the team effort.

Keep personal information to Keep personal information to yourselfyourself

Friendliness aside, don’t let your life become the office soap opera.

When someone asks, “how are you?” don’t spill your guts.

Some of the information could be used against later

If you can’t control your mood or your mouth, be quiet

The same advice goes, of course, for sticking your nose into others’ personal business.

Don’t.

Never discuss or question salary or any other confidential or personal information with co workers.

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Never, Never, Never…Never, Never, Never…

BurpSnort

In general:DO NOT make

ANY bodily noises that are

rude and disgusting!

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Allergies and colds happen, Allergies and colds happen, but…but…

DO NOT blow your nose at a table. It’s alright to pat your nose with a tissue. Otherwise, excuse yourself and find a place away from others.

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Finally…Finally…Take time to say “please” and “thank

you” more often.

Don’t forget to say “Hello” rather than “Hi”.

Say “you’re welcome” rather than “no problem.”

Presented by

YUVRAJ ZALA

THANK YOUTHANK YOU