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SlideShare utilise les cookies pour améliorer les fonctionnalités et les performances, et également pour vous montrer des publicités pertinentes. Si vous continuez à naviguer sur ce site, vous acceptez l’utilisation de cookies. Consultez notre Politique de confidentialité et nos Conditions d’utilisation pour en savoir plus.
Name : Monika Singh
Batch : BCA-3rd Year
Roll no. : 3115BCA011
What is Etiquette ?
Impact of Etiquettes in Today’s Life
Difference Between Etiquettes and Mannerism
What is Business Etiquettes ?
Importance of Business Etiquettes
Effects of Business Etiquettes
Men and Women Working Together
Different Types Of Business Etiquettes
Etiquette is a code of behaviour that delineates
expectations for social behaviour according to
contemporary conventional norms within
a society, social class, or group.
Some of the common etiquettes are -
What is Etiquette?
Etiquette provides personal security. Knowing how to behave appropriately in a given situation
makes you more comfortable.
It protects the feelings of others. Proper etiquette requires that you make others comfortable and
protect their feelings. You do not point out their errors or draw attention to their mistakes.
It makes communication clearer. Etiquette enhances communication by breaking down barriers, not
It will enhance your status at work. In any working situation, you are perceived as more capable,
more professional, and more intelligent if you are familiar with the proper code of conduct for the
It makes good first impressions. The first five to seven seconds after you meet someone are crucial.
Your first impression lingers in the other person's mind long after you are gone. If you use proper
etiquette, that first impression will be a positive one.
Impact Of Etiquettes In Today’s Life4
Difference Between General Etiquettes and Mannerism
General Etiquettes Mannerism
• Etiquette is a code of polite conduct based on
social acceptance and efficiency
Manners are polite behaviours that reflect an
attitude of consideration, kindness and respect for
• When you know the rules of etiquette for any
given situation, it increases your comfort,
confidence and competence, and by extension,
the ease and comfort of people around you.
As mannerism doesn’t includes any rules and
regulations, you may not have been taught how to
make proper introductions, but a kind person
knows better than to belittle or embarrass
another person in public or private.
• In order to learn etiquette, people must take
specific lessons, as opposed to learning by
example or through gentle correction.
People are typically taught manners from a very
young age, so that they grow up accustomed to the
basic rules of conduct about appropriate behaviour
in social situations.
Business etiquette is an expected behaviours and
expectations for individual actions within
society, group, or class.
Within a place of business, it involves treating
co-workers and employer with respect and
courtesy in a way that creates a pleasant work
environment for everyone.
Builds Strong Relationships
Promotes Positive Atmosphere
Importance of Business Etiquettes7
Men and Women Working Together
When accompanying a woman, a man should walk on the
outside, closer to the curb.
When ascending as escalator with a woman, a man should
allow the women to precede him.
When descending an escalator with a woman, a man should
When going through a revolving door, the man should
precede the woman.
At a business luncheon with a woman, a man should offer to
seat her by holding her chair.
If a woman excuses herself from a business meal, the man
who seated closest to her should acknowledge her
departure/return by standing.
If you are meeting someone in your office, stand, walk
around your desk and initiate a handshake.
Either a man or a woman may initiate a handshake.
Types of Business Etiquettes
Identify yourself when making a call
Address the caller by his name in a courteous manner
Keep conversation brief
Never be impatient
Do not interrupt
Do not eat or chew something while speaking on phone
If you wish to put the caller on hold, request his permission to do so
Close your conversation with an appropriate salutation
Let the caller hang up first
In case of missed calls, return the call within a reasonable period of time
If someone calls you by mistake, inform the caller politely that he reached a wrong number
Telephonic Etiquette refers to the principles of behaviour that one should use while having a business telephonic
calls. Some of the rules which should be followed while chatting with colleagues on telephone are :
Listen his problem or complaint carefully
Do not interrupt him, let him finish the whole thing first
Do not say, “you are wrong”
Empathize with him
You should be good in your area of work and investigate about his complaint or problem
and solve it
Tell him the process of solving the problem
Do not mislead
Call him back when you have the solution, this feedback is important
Managing Angry Callers :
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
Know which silverware to use with which food
Wait until everyone has been served before you begin to eat
Salt/Pepper pass together
Generally pass food to the right
Dining Etiquette refers to the principles of behaviour that one should use while having a business meal with
colleagues. Some of the rules which should be followed while dining with colleagues are :
Show a healthy respect for colleagues experience and expertise
Leave your personal life at the front door
Inquire about the proper way to respond to co-workers, supervisors, clients (
Business letter head, phone call etc.)
Be timely. Arrive to work and meetings on time. Complete work assignments on
Make your supervisor look good. Promotion and opportunities will arise when
you help to reach the organization's goals.
Never go over the head supervisors, without telling him/her first.
Appear as professional as possible. Being well groomed and clean is essential.
Dress for your next job/promotion.
Adopt a can-do attitude. Those who accept challenges and display creativity are
Be flexible. By remaining flexible and implementing change you gain a
reputation as a cooperative employee.
Office etiquette is a code that governs the expectations of social behaviour in a workplace Some of the rules
which should be utilized by office employees to show proper etiquette are :
Meeting Etiquette refers to the principles of behaviour that one should use while having a business meeting. Some
of the rules which should be followed while attending a business meeting are :
Develop a comfortable handshake and keep it consistent.
Handshakes are vital in social situations.
Handshakes should not be too hard or too soft.
Make a solid connection of the web skin between the thumb and
The host or person with the most authority usually initiates the
Eye contact increases trust.
It shows confidence and good interpersonal skills.
Eye contact shows respect for the person and business
Proper introductions help to establish rapport.
Authority defines whose name is said first. Say the name of the most important person first and
then the name of the person being introduced.
Introduce people in the following order: Younger to older, non-official to official, junior executive
to senior executive, colleague to customer.
Keep the introduction basic.
Remember names for future reference.
Provide some information about the people you are introducing to clarify your relationship with
Netiquette is the correct or acceptable way of using the
Main netiquettes that should be followed in an organisation
Be concise and to the point
Use proper spelling, grammar & punctuation
Make it personal. Avoid using Bcc and Cc unnecessarily
Use templates for frequently used responses
Use a meaningful subject
Read the email before you send it
Keep attachments to a Minimum and mention your attachment in the
Take care with abbreviations and emotions
Take care with rich text and HTML messages
Use active voice instead of passive voice
Email Etiquette refers to the principles of behaviour that one should use when writing or answering email
messages. Some of the rules which should be followed while writing a good business emails are :
Create an identity
Availability status feature
Think before you hit enter
Font, Text, Colour and Animation
Language and tone
Listen and pay attention
Don't rush it
Chatting Etiquette refers to the principles of behaviour that one should use while having an online chatting with
colleagues, clients or boss. Some of the rules which should be followed while chatting online are :
A good business etiquette allows a business to put its best foot
forward and can protect business owners and employees from
internal and external conflicts by setting a high standard for
behaviour by all.
Business etiquette is a set of standards for behaviour in which
individuals treat everyone respectfully and display good manners
in all interactions.
Good business etiquette is the recipe for advancing your career.
Those who exemplify good business etiquette are proving that
they respect their position, job, co-workers and take their