History and Etymology
Business Etiquette
Be considerate of others
Treat others the way you want to be treated
Get to meetings and to work on time
Not making personal remarks
Not being overly familiar
Using handkerchiefs when you cough/sneeze
No mobiles to intrude on another’s space
Opening doors
Giving compliments
Fingers close together
Thumb extended
Straightforward hand
Palm up – submissive
Palm down – dominating
Palm perpendicular to ground – business-like
The ‘bone-crusher’
The ‘dead fish’
The Business Handshake
3. Variously defined as politeness, consideration,
thoughtfulness, good manners and behaviour
Treating others as you would like to be treated –
with caring, thoughtfulness and courtesy
The earliest treatise that was written on etiquette
was in 2400 BC by a member of the Egyptian Royal
Court, Ptah Hotep
4. Comes from the French words ‘une equitte’ - a
placard or ticket
The ticket was handed out to everyone who
attended The Sun King’s Court – Louis XIV
The little ticket would detail dress, forms of
greeting, dance, food and drink
Non-compliance would result in banishment from
the court
That would be the equivalent of being a social
outcast in Noble society!!!
5.
6. Be considerate of others
Treat others the way you want to be treated
Get to meetings and to work on time
Not making personal remarks
Not being overly familiar
Using handkerchiefs when you cough/sneeze
No mobiles to intrude on another’s space
Opening doors
Giving compliments
7. Avoid vulgarity
Not interrupting when someone else is doing
the talking
Not talking with the person next to you when
someone else is presenting
13. Stance would be erect with hands side by side
Legs would be straight but not rigid
Shoulders would be rolled back
Breathing would be even
Weight would be just forward of centre
Head would be held high
14. Open hands/arms - nothing to hide
Closed hands/arms – uneasy/defensive
Hands clasped behind back – confident
Hand clasping wrist behind back – frustration
Hand clasping forearm behind back – nervous
15. Open stance - confident
Crossed legs – Insecure
When seated:
◦ Legs outstretched and hands behind head –
overconfident
◦ Legs crossed and arms folded - defensive
16. Fiddling with objects
Touching hair
Constant touching/rubbing your face
Crossing/uncrossing legs
Rubbing hands together
Shifting from one side to another
17. Feature Action Message
Eye Blinking Nervous
Eye Contact Fixed stare I am trying to intimidate you
I will not let you get away
Smile Does not come to the eyes
Smile after every sentence
I do not believe what I say
I am unsure of myself
Face Contraction on forehead
Twitches
Frown
Screwed up eyes
Tensed lips
Frequent blinking/chewing
lips/biting
I am worried
I do not understand
I am not confident
I am stressed
I am nervous
I am scared
19. Fingers close together
Thumb extended
Straightforward hand
Palm up – submissive
Palm down – dominating
Palm perpendicular to ground – business-like
The ‘bone-crusher’
The ‘dead fish’
The Business Handshake
20. Hands together
Fingertips just below the chin
Head slightly inclined
Good for Indianised meetings
Internationally, good in an informal setting
21. Inadvisable at business meetings
Shows over-familiarity with prospective
business partners
Meeting with new prospects along with a
current associate can be the exception
22. Extremely rare at business meetings
Can happen between ladies
Cheek-to-cheek only
Kiss the AIR!!!
Acceptable in Middle Eastern Cultures and
European countries, NOT elsewhere
23. Happens only in the Far East
Typically in Japan
You may follow suit but be sure that the bow
itself is formal and not ‘kowtowing’
24. ‘How do you do’?
The response is NOT ‘Fine, thank you’.
The CORRECT response is ‘How do you do’?
American:
◦ ‘Hi! I’m ABC XYZ. How do you do’?
◦ ‘Great, thanks. And you?’
Remember to SMILE!!!
26. Introduce the younger to the older
Introduce your company peer to a peer in
another company
Introduce a junior to a senior executive
Introduce a fellow executive to a client
Introduce a non-official to an official person
27. Introduce the younger to the older
Introduce a gentleman to a lady
Always use the full name at the first
introduction between people
Respect titles: Ms., Mrs., Dr., Prof. etc.
Respect government titles even more:
President, Ambassador, Minister, Colonel,
General, Commissioner, Inspector etc.
Never use nicknames at the first go!
28. ‘I am so pleased to meet you, Mr. ABC XYZ’.
Always use the full name with the correct title
the first time
Only on the person insisting, use the first
name and offer the same liberty to the person
And for God’s Sake, get the pronunciation
RIGHT the first time!!!
If someone has forgotten your name, mention
it in passing to avoid embarrassing the
person in front of others
29. Know the background
Know the pronunciation, get it right
Stick to the basics
Never cross the 90-second rule
Never say, ‘He/She needs no introduction’
Then what are you there for???
Remember, at introductions, your client
outranks even your CEO!
31. Always use the full name, with correct title
Never get familiar with a person’s name on the first
contact – phone, mail and especially in person
Make sure your peers, juniors and specifically your
support staff are clear on this
The Boss’ first name use is good
Never take it for granted
32. Judge - My Lord
An Ambassador - Your Excellency
A King - Your Majesty
A Minister - Minister
A Mayor - Mayor
A Bishop - Father
A Priest - Brother/Father
A Nun - Sister/Mother
Holy man - Panditji/Maulvi Sahab
Elder/Senior - Sir/Ji (Indian only)
34. Standard Size: 85mm x 55mm
Most companies have a template
Personalised cards
◦ Print on single side
◦ Have the essentials
◦ Correct title, if applicable
◦ Men should not mention ‘Mr.’ specifically
◦ Ladies can mention ‘Ms./Mrs.’, as applicable
35. Present card with type face-up and facing the one
it is presented to
Senior Executives: Never thrust your card at them;
Wait till you are asked
Make eye-contact when handing over
Be selective: In a large group do not give cards to
everyone; seems pushy and looks like you are there
to sell something they may not want
Do NOT give your card to everyone you meet;
irritating and could regret a stranger misusing it
36. Socially: An exchange between two people, do not
make a show of it
Better not to give a card than one that is soiled,
damaged, outdated cards; get a new set at the
earliest (remember to carry it for the next meeting)
5-star or Udupi: No cards to surface
If it is a must, be very discreet
Ideally, do not discuss business during a meal
38. Stick to one language, preferably English, even
when speaking with your team mates
With others, never assume that they do not
understand your lingo
Business partners do a lot of research and learning
before they come to the table
NEVER assume that a non-Indian would not know
Hindi or another major language
Learn how to say ‘Please’ and ‘Thank You’ in your
business partner’s language
If you do not know, find out
42. Lasting impression
Smile
Answer between the 2nd and 3rd ring
Always identify yourself
Focus on the call
Be helpful
Hold: Give the option to wait or call-back
Thank them for holding on
Tone
Problem: empathise and apologise
43. Listen, don’t hear
Be calm, choose your words carefully
Clear and natural
Offer to find out and revert if unknown to you
Transfer on necessity
Messages: re-check and be prompt
Thank them for calling
Complaints: Concerned and polite
Return ALL calls
45. Be punctual
Present your card at the reception
Sit where you are told to; if too many chairs, ask
which one to sit in
Sit after your customer
Don’t dump stuff on the table or the floor
Bags on the floor beside you
Don’t fidget with stuff on their table
Leave as soon as business is over
Say thanks for the meeting within 24 hours
46. Alert the reception
Make sure there is a meeting room/place
Refreshments on stand-by
No obligation to meet before appointed time
If you are delayed, inform them in advance
Apologise for the delay
Greet them at your office door
See them off, at least to the elevator
48. Be punctual
Do your homework
Ask where to be seated
Stick to the agenda
Remember Body Language
Never interrupt
Keep your jacket on!
Keep business cards ready; in pristine condition
50. 7:30 – 8:00 AM
Maximum 1 hour
Best places are 24-hour coffee shops
Stick to places with a buffet breakfast
Definitely no alcohol
51. 12:00 noon – 2:00 PM
Maximum 2 hour
Can prepare for this in the first-half
Get to the point as soon as the orders are placed
Decisions, if any, during dessert
Avoid alcohol
If the client has a drink, order for them, you decline
52. 3:30 – 4:00 PM
More informal
Less time-consuming
Make sure there are some ‘bites’
No alcohol
Junior most host pours the tea
54. Sit opposite at a horizontal table, always
No gossip
No finishing the other’s sentence
Not too personal
No flirting
Discuss business just before the main course
No open-mouth chewing
No elbows on the table
No yawning
Dress well
55. Give a three-day notice
Reconfirm on appointed day, 3 hrs. before time
All other rules remain the same
Begin business with the main course
Main discussion during dessert and coffee
Ask questions
Encourage conversation
Napkin on the table only when ready to leave
56. Maitre d’ - Rs. 100-500
Server - 10-20% of the bill
Sommelier - Rs. 50-100
Parking - Rs. 10-20
58. Olives with pits are eaten in bites, pit in plate
Shrimps: 1-2 bites, single dip, tail in plate
Bites: single dip, napkin below the bite
Spray factors: be very careful
Temperature: the inside of the snack is always
hotter than the cool outside
Disposal: Never spit, transfer to napkin and then
find a bin
59. Sparkling
◦ Champagne
◦ ‘methode champenoise’
Still
◦ Red
◦ White
◦ Rose
Fortified
◦ Sherry/Port
Vintage
Young and Old
69. Hold the door
MEN first: Revolving doors, escalators
Everywhere else: LADIES FIRST
Men do not have to stand up for a lady
Colleagues can split the bill
No condescension
No patronising
NO physicality
R-E-S-P-E-C-T