business etiquette case study answers

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• Leadership |
• 16 business etiquette tips for every wo ...

16 business etiquette tips for every working professional

Business etiquette is a type of behavior that team members are expected to follow to uphold the company image and respect each other. While business culture has become more casual, it’s still critical to practice common courtesy. In this piece, we’ll explain what business etiquette is and some of the basic rules to familiarize yourself with.

People in the business world have different expectations about eye contact, body language, dress code, and dining etiquette, just to name a few. While many companies have shifted to a more casual culture, understanding proper business etiquette can go a long way. In this piece, we’ll explain what business etiquette is and some of the basic rules to familiarize yourself with. 

What is business etiquette?

Business etiquette is a type of behavior that team members are expected to follow in order to uphold the company image and respect each other. Business etiquette may change from culture to culture, but when everyone understands and follows a particular set of standards, it can create a sense of unity. 

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The 5 basics of business etiquette

The basics of business etiquette vary from culture to culture, and it can be particularly intimidating to understand business etiquette if you're working for a company with a culture different from the one you grew up in. However, there are some universal constants that can help you stick to the status quo as you learn the particular group dynamics and team norms at your company. 

These five important business courtesies can help you make a solid first impression and show respect for your team members. 

1. Be on time

Whether you’re attending an interview or daily standup meeting , being on time in a work environment shows that you respect everyone’s schedule. If punctuality isn’t something you’ve prioritized in the past, brush up on some time management tips to keep yourself organized and aware of your to-do list . 

There are nuances to being on time—some cultures operate on a system of being slightly late to everything. But when in doubt, show up on time and adjust from there if necessary.

2. Recognize your team

Acknowledging others is proper business etiquette for both casual and formal work environments. When someone walks in the room at a business dinner or meeting, greet them and say hello appropriately—whether by shaking hands or following some other cultural custom. 

The same rule applies if you work from home and attend daily Zoom meetings. You may not be required to get on camera in every business meeting, but speaking up and taking the time to recognize your team members can let everyone know you’re listening and make others feel noticed. 

3. Dress appropriately

Dressing appropriately is subjective and will depend on whether you work in an office or from home. Some companies that work in the office every day will expect everyone to dress in business casual attire because much of the work involves face time with stakeholders or clients. Other companies who work in a hybrid environment may encourage team members to dress casually in order to promote comfort and productivity . 

If you are unsure about appropriate business attire, ask your manager or supervisor for tips. It’s especially common to feel unsure if you just started a new job, but don’t be afraid to send a quick email before your first day to get a feel of the office policy. Alternatively, think back to your interview and try to remember what everyone was wearing so you can dress accordingly. 

4. Respect shared spaces

Even if you work remotely, you may go into the office on occasion or share virtual spaces with your team members. Office spaces you may share with team members include a kitchen, bathroom, printer and copy room, and lounge area. Virtual spaces you may share include Google Drive folders and project management software . 

The way you treat shared spaces will reflect on you as a professional, so it’s important that you label things correctly, stay organized, and respect others who also use these spaces. Business etiquette applies to shared spaces whether you’re cleaning up after yourself physically or following company processes online.

5. Build emotional intelligence

Emotional intelligence is the ability to recognize, regulate, and understand emotions in yourself and in others. Effective emotional intelligence skills can help you empathize with team members and overcome challenges. While emotional intelligence isn’t a direct rule of business etiquette, it will help you in the workplace, no matter what conflicts arise. 

For example, imagine you’re behind on work and your boss suddenly adds a large, time-sensitive project to your plate. With emotional intelligence skills, you can speak with your manager to understand the relative priority of the work. Since you're already behind on work, you can express your worry about becoming overworked and work with your manager to come up with a solution of which work you can deprioritize or delegate less important tasks.

Business etiquette for remote workers

With the transition to increasingly virtual teams , the definition and practice of business etiquette has changed. In person, you may need a politely firm handshake and the right attire, but when working remotely , you’ll need to know the basics of email, phone, and video etiquette.

Email and team communication etiquette

Writing an email or communicating with your team through tools like Slack or  Asana seems simple enough, but professional communication online differs from personal communication. Consider the tips below for proper email and online etiquette.

Proofread: Proofreading your emails is a hard rule of thumb that you shouldn’t ignore. While your email or project management platform may have a built-in proofreading tool, you should also look over your email before sending it out, just in case.

Be polite and professional: Even though you're not speaking face to face with your email recipient, your tone of voice will come through in your words. It’s important to be polite and professional in your copy. For example, you can use upbeat phrases like: “I hope you... thanks for... just a friendly reminder... please let me know... looking forward to hearing from you.”

Respond in a timely manner: Whenever another team member or client reaches out to you, they’re doing so for a reason. Proper email and team communication etiquette means responding to people in a timely manner, even if that means setting up an automatic response for when you’re out of the office. While you don’t need to respond within minutes, aim to respond within one or two business days.

Keep it brief: Keeping your email copy brief can get your point across quickly and save time for your reader. When you hide the main objective of your message within a lengthy email, your reader may be less likely to respond in the way you hope for. 

Remember that who you’re writing to may make a difference in your email or online content. For example, if you’re communicating with other team members through Asana and Slack, you can write in a more casual tone, whereas client emails should be more formal.

Phone etiquette

Business communication often occurs through phone calls. When speaking to clients or business partners on the phone, consider the following ways to uphold business etiquette. 

Don’t call unannounced: Everyone in the business world has a schedule to follow, whether they’re working around a strict project timeline or trying to prioritize a heavy workload. When you need to talk to someone on the phone, send them an email first to schedule your call. Calling unannounced can be considered bad manners because the call recipient may be unprepared to talk to you. 

Use reasonable tone and clarity: Your tone of voice is important on work phone calls. You’ll need to keep a polite tone as you speak to team members or clients and be aware of your volume and clarity as well. If you speak too loudly or mumble on a professional call, your recipient may not receive your message the way you hope them to. Tone and communication can also vary based on culture, so keep cultural intelligence in mind when on the phone.

Deliver messages promptly: Just like with work emails, it’s important to respond to work voicemails promptly. You may receive emails from team members or clients asking to schedule phone calls. Respond to these emails quickly with the best time you’re available to talk on the phone. 

Create a professional voicemail: Creating a professional voicemail for when you’re unavailable is proper business etiquette because it lets people know who you are, what you do, and that you’re unavailable. They can then leave you messages explaining why they’re calling. 

Video etiquette

Video is one of the most popular ways for remote workers to connect. With this method of communication, you get the benefit of speaking with many of your team members in real-time, which means there are some video etiquette basics you should know. 

Mute yourself: One of the biggest issues team members face on video calls is background noise coming from those who aren’t speaking. This issue has a simple fix: mute yourself when you aren’t the speaker. Muting yourself will ensure your microphone is silent so others can have the full attention of the virtual room. 

Engage with your body: When on a video call, others can see how you non-verbally interact with the speaker. If you’re looking down or you’re too relaxed in your seat, you may send the message that you’re uninterested in the conversation. Sitting up straight, looking alert, and using nonverbal communication to show you’re engaged lets the speaker know you’re paying attention.

Don’t interrupt: Interrupting someone on a video call can be especially disruptive. Technology can’t always keep up with multiple people trying to speak on a video call, so interruptions can lead to glitches and confusion for everyone involved. 

Dress appropriately: Video calls may only show your clothes from the waist up, but it’s still important to dress appropriately together. Your attire for video calls should follow your company’s dress code. Also consider your personal hygiene when on camera. 

Working from home makes it less common that you’ll interact with team members and clients in person, but don’t forget that virtual interactions still leave lasting impressions. When in doubt, approach these interactions with the same business ettiquette and care as you would for an in-person conversation.

Improve team communication with business etiquette

The goal of business etiquette is to present a united company image, foster mutual respect for team members, and improve communication in the workplace. When teams communicate effectively, they do better work. 

Effective communication doesn’t stop there. Using software can help your team work together to meet deadlines and reach goals. With team communication software, you can facilitate better communication between team members by ensuring everyone receives the right information at the right time. 

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7 Favorite Business Case Studies to Teach—and Why

Explore more.

• Case Teaching
• Course Materials

FEATURED CASE STUDIES

The Army Crew Team . Emily Michelle David of CEIBS

ATH Technologies . Devin Shanthikumar of Paul Merage School of Business

Fabritek 1992 . Rob Austin of Ivey Business School

Lincoln Electric Co . Karin Schnarr of Wilfrid Laurier University

Pal’s Sudden Service—Scaling an Organizational Model to Drive Growth . Gary Pisano of Harvard Business School

The United States Air Force: ‘Chaos’ in the 99th Reconnaissance Squadron . Francesca Gino of Harvard Business School

Warren E. Buffett, 2015 . Robert F. Bruner of Darden School of Business

To dig into what makes a compelling case study, we asked seven experienced educators who teach with—and many who write—business case studies: “What is your favorite case to teach and why?”

The resulting list of case study favorites ranges in topics from operations management and organizational structure to rebel leaders and whodunnit dramas.

1. The Army Crew Team

Emily Michelle David, Assistant Professor of Management, China Europe International Business School (CEIBS)

“I love teaching  The Army Crew Team  case because it beautifully demonstrates how a team can be so much less than the sum of its parts.

I deliver the case to executives in a nearby state-of-the-art rowing facility that features rowing machines, professional coaches, and shiny red eight-person shells.

After going through the case, they hear testimonies from former members of Chinese national crew teams before carrying their own boat to the river for a test race.

The rich learning environment helps to vividly underscore one of the case’s core messages: competition can be a double-edged sword if not properly managed.

Executives in Emily Michelle David’s organizational behavior class participate in rowing activities at a nearby facility as part of her case delivery.

Despite working for an elite headhunting firm, the executives in my most recent class were surprised to realize how much they’ve allowed their own team-building responsibilities to lapse. In the MBA pre-course, this case often leads to a rich discussion about common traps that newcomers fall into (for example, trying to do too much, too soon), which helps to poise them to both stand out in the MBA as well as prepare them for the lateral team building they will soon engage in.

Finally, I love that the post-script always gets a good laugh and serves as an early lesson that organizational behavior courses will seldom give you foolproof solutions for specific problems but will, instead, arm you with the ability to think through issues more critically.”

2. ATH Technologies

Devin Shanthikumar, Associate Professor of Accounting, Paul Merage School of Business

“As a professor at UC Irvine’s Paul Merage School of Business, and before that at Harvard Business School, I have probably taught over 100 cases. I would like to say that my favorite case is my own,   Compass Box Whisky Company . But as fun as that case is, one case beats it:  ATH Technologies  by Robert Simons and Jennifer Packard.

ATH presents a young entrepreneurial company that is bought by a much larger company. As part of the merger, ATH gets an ‘earn-out’ deal—common among high-tech industries. The company, and the class, must decide what to do to achieve the stretch earn-out goals.

ATH captures a scenario we all want to be in at some point in our careers—being part of a young, exciting, growing organization. And a scenario we all will likely face—having stretch goals that seem almost unreachable.

It forces us, as a class, to really struggle with what to do at each stage.

After we read and discuss the A case, we find out what happens next, and discuss the B case, then the C, then D, and even E. At every stage, we can:

see how our decisions play out,

figure out how to build on our successes, and

address our failures.

The case is exciting, the class discussion is dynamic and energetic, and in the end, we all go home with a memorable ‘ah-ha!’ moment.

I have taught many great cases over my career, but none are quite as fun, memorable, and effective as ATH .”

3. Fabritek 1992

Rob Austin, Professor of Information Systems, Ivey Business School

“This might seem like an odd choice, but my favorite case to teach is an old operations case called  Fabritek 1992 .

The latest version of Fabritek 1992 is dated 2009, but it is my understanding that this is a rewrite of a case that is older (probably much older). There is a Fabritek 1969 in the HBP catalog—same basic case, older dates, and numbers. That 1969 version lists no authors, so I suspect the case goes even further back; the 1969 version is, I’m guessing, a rewrite of an even older version.

There are many things I appreciate about the case. Here are a few:

It operates as a learning opportunity at many levels. At first it looks like a not-very-glamorous production job scheduling case. By the end of the case discussion, though, we’re into (operations) strategy and more. It starts out technical, then explodes into much broader relevance. As I tell participants when I’m teaching HBP's Teaching with Cases seminars —where I often use Fabritek as an example—when people first encounter this case, they almost always underestimate it.

It has great characters—especially Arthur Moreno, who looks like a troublemaker, but who, discussion reveals, might just be the smartest guy in the factory. Alums of the Harvard MBA program have told me that they remember Arthur Moreno many years later.

Almost every word in the case is important. It’s only four and a half pages of text and three pages of exhibits. This economy of words and sparsity of style have always seemed like poetry to me. I should note that this super concise, every-word-matters approach is not the ideal we usually aspire to when we write cases. Often, we include extra or superfluous information because part of our teaching objective is to provide practice in separating what matters from what doesn’t in a case. Fabritek takes a different approach, though, which fits it well.

It has a dramatic structure. It unfolds like a detective story, a sort of whodunnit. Something is wrong. There is a quality problem, and we’re not sure who or what is responsible. One person, Arthur Moreno, looks very guilty (probably too obviously guilty), but as we dig into the situation, there are many more possibilities. We spend in-class time analyzing the data (there’s a bit of math, so it covers that base, too) to determine which hypotheses are best supported by the data. And, realistically, the data doesn’t support any of the hypotheses perfectly, just some of them more than others. Also, there’s a plot twist at the end (I won’t reveal it, but here’s a hint: Arthur Moreno isn’t nearly the biggest problem in the final analysis). I have had students tell me the surprising realization at the end of the discussion gives them ‘goosebumps.’

Finally, through the unexpected plot twist, it imparts what I call a ‘wisdom lesson’ to young managers: not to be too sure of themselves and to regard the experiences of others, especially experts out on the factory floor, with great seriousness.”

4. Lincoln Electric Co.

Karin Schnarr, Assistant Professor of Policy, Wilfrid Laurier University

“As a strategy professor, my favorite case to teach is the classic 1975 Harvard case  Lincoln Electric Co.  by Norman Berg.

I use it to demonstrate to students the theory linkage between strategy and organizational structure, management processes, and leadership behavior.

This case may be an odd choice for a favorite. It occurs decades before my students were born. It is pages longer than we are told students are now willing to read. It is about manufacturing arc welding equipment in Cleveland, Ohio—a hard sell for a Canadian business classroom.

Yet, I have never come across a case that so perfectly illustrates what I want students to learn about how a company can be designed from an organizational perspective to successfully implement its strategy.

And in a time where so much focus continues to be on how to maximize shareholder value, it is refreshing to be able to discuss a publicly-traded company that is successfully pursuing a strategy that provides a fair value to shareholders while distributing value to employees through a large bonus pool, as well as value to customers by continually lowering prices.

However, to make the case resonate with today’s students, I work to make it relevant to the contemporary business environment. I link the case to multimedia clips about Lincoln Electric’s current manufacturing practices, processes, and leadership practices. My students can then see that a model that has been in place for generations is still viable and highly successful, even in our very different competitive situation.”

5. Pal’s Sudden Service—Scaling an Organizational Model to Drive Growth

Gary Pisano, Professor of Business Administration, Harvard Business School

“My favorite case to teach these days is  Pal’s Sudden Service—Scaling an Organizational Model to Drive Growth .

I love teaching this case for three reasons:

1. It demonstrates how a company in a super-tough, highly competitive business can do very well by focusing on creating unique operating capabilities. In theory, Pal’s should have no chance against behemoths like McDonalds or Wendy’s—but it thrives because it has built a unique operating system. It’s a great example of a strategic approach to operations in action.

2. The case shows how a strategic approach to human resource and talent development at all levels really matters. This company competes in an industry not known for engaging its front-line workers. The case shows how engaging these workers can really pay off.

3. Finally, Pal’s is really unusual in its approach to growth. Most companies set growth goals (usually arbitrary ones) and then try to figure out how to ‘backfill’ the human resource and talent management gaps. They trust you can always find someone to do the job. Pal’s tackles the growth problem completely the other way around. They rigorously select and train their future managers. Only when they have a manager ready to take on their own store do they open a new one. They pace their growth off their capacity to develop talent. I find this really fascinating and so do the students I teach this case to.”

6. The United States Air Force: ‘Chaos’ in the 99th Reconnaissance Squadron

Francesca Gino, Professor of Business Administration, Harvard Business School

“My favorite case to teach is  The United States Air Force: ‘Chaos’ in the 99th Reconnaissance Squadron .

The case surprises students because it is about a leader, known in the unit by the nickname Chaos , who inspired his squadron to be innovative and to change in a culture that is all about not rocking the boat, and where there is a deep sense that rules should simply be followed.

For years, I studied ‘rebels,’ people who do not accept the status quo; rather, they approach work with curiosity and produce positive change in their organizations. Chaos is a rebel leader who got the level of cultural change right. Many of the leaders I’ve met over the years complain about the ‘corporate culture,’ or at least point to clear weaknesses of it; but then they throw their hands up in the air and forget about changing what they can.

Chaos is different—he didn’t go after the ‘Air Force’ culture. That would be like boiling the ocean.

Instead, he focused on his unit of control and command: The 99th squadron. He focused on enabling that group to do what it needed to do within the confines of the bigger Air Force culture. In the process, he inspired everyone on his team to be the best they can be at work.

The case leaves the classroom buzzing and inspired to take action.”

7. Warren E. Buffett, 2015

Robert F. Bruner, Professor of Business Administration, Darden School of Business

“I love teaching   Warren E. Buffett, 2015  because it energizes, exercises, and surprises students.

Buffett looms large in the business firmament and therefore attracts anyone who is eager to learn his secrets for successful investing. This generates the kind of energy that helps to break the ice among students and instructors early in a course and to lay the groundwork for good case discussion practices.

Studying Buffett’s approach to investing helps to introduce and exercise important themes that will resonate throughout a course. The case challenges students to define for themselves what it means to create value. The case discussion can easily be tailored for novices or for more advanced students.

Either way, this is not hero worship: The case affords a critical examination of the financial performance of Buffett’s firm, Berkshire Hathaway, and reveals both triumphs and stumbles. Most importantly, students can critique the purported benefits of Buffett’s conglomeration strategy and the sustainability of his investment record as the size of the firm grows very large.

By the end of the class session, students seem surprised with what they have discovered. They buzz over the paradoxes in Buffett’s philosophy and performance record. And they come away with sober respect for Buffett’s acumen and for the challenges of creating value for investors.

Surely, such sobriety is a meta-message for any mastery of finance.”

More Educator Favorites

Emily Michelle David is an assistant professor of management at China Europe International Business School (CEIBS). Her current research focuses on discovering how to make workplaces more welcoming for people of all backgrounds and personality profiles to maximize performance and avoid employee burnout. David’s work has been published in a number of scholarly journals, and she has worked as an in-house researcher at both NASA and the M.D. Anderson Cancer Center.

Devin Shanthikumar  is an associate professor and the accounting area coordinator at UCI Paul Merage School of Business. She teaches undergraduate, MBA, and executive-level courses in managerial accounting. Shanthikumar previously served on the faculty at Harvard Business School, where she taught both financial accounting and managerial accounting for MBAs, and wrote cases that are used in accounting courses across the country.

Robert D. Austin is a professor of information systems at Ivey Business School and an affiliated faculty member at Harvard Medical School. He has published widely, authoring nine books, more than 50 cases and notes, three Harvard online products, and two popular massive open online courses (MOOCs) running on the Coursera platform.

Karin Schnarr is an assistant professor of policy and the director of the Bachelor of Business Administration (BBA) program at the Lazaridis School of Business & Economics at Wilfrid Laurier University in Waterloo, Ontario, Canada where she teaches strategic management at the undergraduate, graduate, and executive levels. Schnarr has published several award-winning and best-selling cases and regularly presents at international conferences on case writing and scholarship.

Gary P. Pisano is the Harry E. Figgie, Jr. Professor of Business Administration and senior associate dean of faculty development at Harvard Business School, where he has been on the faculty since 1988. Pisano is an expert in the fields of technology and operations strategy, the management of innovation, and competitive strategy. His research and consulting experience span a range of industries including aerospace, biotechnology, pharmaceuticals, specialty chemicals, health care, nutrition, computers, software, telecommunications, and semiconductors.

Francesca Gino studies how people can have more productive, creative, and fulfilling lives. She is a professor at Harvard Business School and the author, most recently, of  Rebel Talent: Why It Pays to Break the Rules at Work and in Life . Gino regularly gives keynote speeches, delivers corporate training programs, and serves in advisory roles for firms and not-for-profit organizations across the globe.

Robert F. Bruner is a university professor at the University of Virginia, distinguished professor of business administration, and dean emeritus of the Darden School of Business. He has also held visiting appointments at Harvard and Columbia universities in the United States, at INSEAD in France, and at IESE in Spain. He is the author, co-author, or editor of more than 20 books on finance, management, and teaching. Currently, he teaches and writes in finance and management.

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Business Etiquette Questions and Answers

Answering Questions About Business Etiquette

Business etiquette is important and tends to fall by the wayside from time to time. Here's the thing... you never really notice poor business etiquette until you’re on the receiving end of it. That’s why we are here to provide some insight into the most frustrating business etiquette topics. Use these tips to help your team make a lasting positive impression on your business partners, clients, and colleagues!

This one should be obvious. Showing up late sends a message that your time is more important that everyone else’s. If time management isn't your strong suit, try implementing practices that help keep you on task. Set alarms, plan ahead for traffic and other unforeseen obstacles, and don't over book yourself. With practice, punctuality becomes a habit!

Meeting Ettiquete

No one likes unnecessary meetings. In business time is money, so be mindful of everyone’s time. Don’t include people in meetings that are irrelevant to their role, and be sure to stick to your allotted time.

Many businesses have casual Fridays or are forgoing traditional professional dress codes all together. Don’t ruin it for everyone by exploiting these policies! If you wouldn’t wear it to Sunday brunch at your grandma’s, then think twice about wearing it to work. One way you can't go wrong is by proving your team with employee uniforms or corporate apparel with your company logo on it.

Professional Emails

An email is not the same as an instant message or text. It also doesn’t need to be a dissertation. Your email should get your point across in a professional, succinct, and informative manner. Check

Wordiness aside, don’t “reply all” unless your response actually needs to be viewed by everyone in an email chain. We all get enough emails as it is, so review the recipients before sending them. Also, don’t feel pressured to respond to an email received after working hours or on the weekend if it’s not essential. Read this guide for more professional email tips !

Personal Space at Work

Being close with your co-workers is great, but sometimes it can be taken too far. There’s no need to divulge intimate details from your personal life at work. The workplace is a professional setting and should be treated as such. Feel free to share stories from the weekend but save details from your love life or family issues for another venue.

Answering the tough Questions

Now that we’ve covered the major topics, it’s time for the rapid-fire round of business etiquette questions.

1. Should I add my co-workers on social media?

This is up to you. If your social media profiles represent you in a positive light, then you should be good to go. However, just remember that your online persona is often different than your professional one, and when lines become blurred with your coworkers, things can become uncomfortable. Overall, though, connecting with your coworkers can be a great way to make friends and boost team morale!

2. Can I Date a Co-worker?

Your employer probably has a policy on this, but the general consensus is that this is a bad idea. Workplace romance can influence business decisions and be detrimental to productivity, and more often than not it's best to avoid it.

3. How should I communicate when conducting business internationally?

Generally, you will want to err on the side of formality and use full names and titles to avoid unintentionally offending anyone. Always do your research. Additionally, connecting with colleagues who have previously traveled to your destination to learn about best practices!

4. Can I eat at my desk?

If your workplace has a breakroom or cafeteria, it's often a great place to chat and connect with your team members. However, at those times when you need to have lunch at your desk, choose a meal without a strong odor, and don’t throw your waste out into your personal trash bin.

5. When should I pick up the bill?

For business meals or outings, the general rule of thumb is to cover the bill if you were the one that did the inviting.

6. Can I use my phone at work?

Your employer might have a policy on this as well. If not, try to only check your phone during downtime. Also, don’t bring it into meetings, and make sure the ringer is always off.

7. Is it a good idea to give employees gifts?

If you feel uncertain about whether giving gifts to employees is a good idea, you're not alone! However, we're here to let you know that giving corporate gifts has many professional benefits! Giving employees branded corporate gifts is a great way to extend a professional thank-you!

Want to learn more about giving corporate gifts to your employees? Contact us today! Our merch experts are here to connect you with the corporate apparel and gifts that suit your brand best!

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Job Success  - Business Etiquette

Job success  -, business etiquette, job success business etiquette.

Job Success: Business Etiquette

Lesson 4: business etiquette.

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Business etiquette

By the end of this lesson, you should be able to...

• Define business etiquette
• Seek ways to improve business etiquette

What is business etiquette?

Business etiquette is a set of manners that is accepted or required in a profession. Often upheld by custom, it is enforced by the members of an organization. Those who violate business etiquette are considered offensive. The penalty for such behavior frequently lies in the disapproval of other organization members.

Business etiquette is important because it creates a professional, mutually respectful atmosphere and improves communication , which helps an office serve as a productive place. People feel better about their jobs when they feel respected, and that translates into better customer relationships as well.

Watch the video below to learn the basics of business etiquette.

To help you define the type of manners or behavior that are expected in your workplace, consider the following:

• How do you treat clients or customers?
• How do you treat your coworkers and supervisor?
• How do you conduct yourself in your cubicle or office?
• How do you conduct yourself during meetings?
• What kind of email messages do you send?
• Do you follow a dress code?
• How do you conduct yourself in the break room?
• How do you conduct yourself during business-sponsored social events?
• How do you conduct yourself during training events?
• How do you conduct yourself on the telephone?

Improving business etiquette

Improving your business etiquette can have a positive impact on your career. Remember to use common courtesy . Adopt the "you" attitude—consider others' needs and feelings first. This behavior leads to good manners and common courtesy, thereby improving your business etiquette. Examples of courteous behavior include:

• Using please and thank you as appropriate
• Addressing others using Mr., Mrs., Miss, or Ms. unless otherwise requested
• Speaking clearly and distinctly while using a pleasant tone of voice
• Maintaining eye contact
• Smiling and offering a firm handshake when meeting someone new
• Writing thank-you notes and letters of appreciation, congratulation, and condolence as appropriate

You can improve your business etiquette skills by:

• Conducting some research . When at work, pay attention to the manners and habits of your supervisor, mentor, senior management, and other key players. If you are unsure about displaying proper etiquette, consider asking your supervisor or mentor for advice.
• Joining a professional organization . Aside from being a great way to network, professional organizations give you an opportunity to gain insight into the etiquette that's particular to your profession. Added benefits include practicing your business etiquette skills outside of your organization.
• Visiting your local bookstore or library . There have been numerous books written on improving business etiquette. Check out the self-improvement section of your local bookstore or library to find them.
• Going online . Whether it's someone selling books, tapes, seminars, or offering free advice, the Internet is filled with suggestions on how to improve your business etiquette.

Note: Remember, business etiquette can vary depending on your profession and organization.

Business etiquette and electronic communication

Electronic communication has complicated the rules of business etiquette. To ensure you're doing your best to follow business etiquette when using electronic communication, consider the following:

General phone etiquette

• Consult your organization's rules for telephone use.
• Answer as quickly as possible.
• Speak clearly and distinctly, stating your name and the name of your organization.
• Use a pleasant but professional tone of voice.
• Transfer calls to the correct personnel.
• Take messages and deliver them promptly to the correct personnel. Return messages as quickly as possible.
• When recording an outgoing message, say, "Hello, you've reached (your name) at (name of organization). I am either away from my desk or on the other line. If you'll leave your name, phone number, and a brief message, I'll return your call as soon as possible. Thank you. Goodbye".

Cellphone etiquette

• Consult your organization's rules for cellphone use.
• Turn off your phone (or set it to vibrate) where ringing may disturb or offend others. Never take a call in the middle of a business meeting.
• Try to avoid taking calls in the middle of social meetings, such as working lunches.

General email etiquette

• Consult your organization's rules for email use.
• Include a subject line.
• Keep it brief.
• Pay attention to grammar and spelling.
• Use a pleasant tone.
• Don't forward junk mail.

Email etiquette is especially important because your work email is not private—many companies monitor their employees' work accounts for unprofessional conduct. To learn more about email safety at work, check out our lesson, Email Violations Can Jeopardize Your Job .

Unprofessional conduct

Failing to display proper business etiquette won't help your career, but engaging in unprofessional conduct could result in losing a promotion or even your job. Never engage in the following inappropriate behaviors:

• Coming to work under the influence of drugs or alcohol
• Engaging in unethical practices, such as misusing company funds
• Engaging in sexual harassment
• Showing a lack of respect to superiors, peers, or subordinates
• Using foul language
• Complaining publicly about your organization or supervisor
• Engaging in divisive gossip
• Violating confidentiality

• Emily Post Institute : Provides information on basic business etiquette.
• Columbia University Center for Career Education : Contains a good list of tips on how to make a positive impression in the workplace.

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Business Etiquette

• Harvard Case Studies

Harvard Business Case Studies Solutions – Assignment Help

In most courses studied at Harvard Business schools, students are provided with a case study. Major HBR cases concerns on a whole industry, a whole organization or some part of organization; profitable or non-profitable organizations. Student’s role is to analyze the case and diagnose the situation, identify the problem and then give appropriate recommendations and steps to be taken.

porter’s five forces model

To make a detailed case analysis, student should follow these steps:

STEP 1: Reading Up Harvard Case Study Method Guide:

Case study method guide is provided to students which determine the aspects of problem needed to be considered while analyzing a case study. It is very important to have a thorough reading and understanding of guidelines provided. However, poor guide reading will lead to misunderstanding of case and failure of analyses. It is recommended to read guidelines before and after reading the case to understand what is asked and how the questions are to be answered. Therefore, in-depth understanding f case guidelines is very important.

Harvard Case Study Solutions

STEP 2: Reading The Business Etiquette Harvard Case Study:

To have a complete understanding of the case, one should focus on case reading. It is said that case should be read two times. Initially, fast reading without taking notes and underlines should be done. Initial reading is to get a rough idea of what information is provided for the analyses. Then, a very careful reading should be done at second time reading of the case. This time, highlighting the important point and mark the necessary information provided in the case. In addition, the quantitative data in case, and its relations with other quantitative or qualitative variables should be given more importance. Also, manipulating different data and combining with other information available will give a new insight. However, all of the information provided is not reliable and relevant.

When having a fast reading, following points should be noted:

• Nature of organization
• Nature if industry in which organization operates.
• External environment that is effecting organization
• Problems being faced by management
• Identification of communication strategies.
• Any relevant strategy that can be added.
• Control and out-of-control situations.

When reading the case for second time, following points should be considered:

• Decisions needed to be made and the responsible Person to make decision.
• Objectives of the organization and key players in this case.
• The compatibility of objectives. if not, their reconciliations and necessary redefinition.
• Sources and constraints of organization from meeting its objectives.

After reading the case and guidelines thoroughly, reader should go forward and start the analyses of the case.

• Pest analysis

STEP 3: Doing The Case Analysis Of Business Etiquette:

To make an appropriate case analyses, firstly, reader should mark the important problems that are happening in the organization. There may be multiple problems that can be faced by any organization. Secondly, after identifying problems in the company, identify the most concerned and important problem that needed to be focused.

Firstly, the introduction is written. After having a clear idea of what is defined in the case, we deliver it to the reader. It is better to start the introduction from any historical or social context. The challenging diagnosis for Business Etiquette and the management of information is needed to be provided. However, introduction should not be longer than 6-7 lines in a paragraph. As the most important objective is to convey the most important message for to the reader.

After introduction, problem statement is defined. In the problem statement, the company’s most important problem and constraints to solve these problems should be define clearly. However, the problem should be concisely define in no more than a paragraph. After defining the problems and constraints, analysis of the case study is begin.

STEP 4: SWOT Analysis of the Business Etiquette HBR Case Solution:

SWOT analysis helps the business to identify its strengths and weaknesses, as well as understanding of opportunity that can be availed and the threat that the company is facing. SWOT for Business Etiquette is a powerful tool of analysis as it provide a thought to uncover and exploit the opportunities that can be used to increase and enhance company’s operations. In addition, it also identifies the weaknesses of the organization that will help to be eliminated and manage the threats that would catch the attention of the management.

This strategy helps the company to make any strategy that would differentiate the company from competitors, so that the organization can compete successfully in the industry. The strengths and weaknesses are obtained from internal organization. Whereas, the opportunities and threats are generally related from external environment of organization. Moreover, it is also called Internal-External Analysis.

In the strengths, management should identify the following points exists in the organization:

• Advantages of the organization
• Activities of the company better than competitors.
• Unique resources and low cost resources company have.
• Activities and resources market sees as the company’s strength.
• Unique selling proposition of the company.

WEAKNESSES:

• Improvement that could be done.
• Activities that can be avoided for Business Etiquette.
• Activities that can be determined as your weakness in the market.
• Factors that can reduce the sales.
• Competitor’s activities that can be seen as your weakness.

OPPORTUNITIES:

• Good opportunities that can be spotted.
• Interesting trends of industry.
• Change in technology and market strategies
• Government policy changes that is related to the company’s field
• Changes in social patterns and lifestyles.
• Local events.

Following points can be identified as a threat to company:

• Company’s facing obstacles.
• Activities of competitors.
• Product and services quality standards
• Threat from changing technologies
• Financial/cash flow problems
• Weakness that threaten the business.

Following points should be considered when applying SWOT to the analysis:

• Precise and verifiable phrases should be sued.
• Prioritize the points under each head, so that management can identify which step has to be taken first.
• Apply the analyses at proposed level. Clear yourself first that on what basis you have to apply SWOT matrix.
• Make sure that points identified should carry itself with strategy formulation process.
• Use particular terms (like USP, Core Competencies Analyses etc.) to get a comprehensive picture of analyses.

STEP 5: PESTEL/ PEST Analysis of Business Etiquette Case Solution:

Pest analyses is a widely used tool to analyze the Political, Economic, Socio-cultural, Technological, Environmental and legal situations which can provide great and new opportunities to the company as well as these factors can also threat the company, to be dangerous in future.

Pest analysis is very important and informative.  It is used for the purpose of identifying business opportunities and advance threat warning. Moreover, it also helps to the extent to which change is useful for the company and also guide the direction for the change. In addition, it also helps to avoid activities and actions that will be harmful for the company in future, including projects and strategies.

To analyze the business objective and its opportunities and threats, following steps should be followed:

• Brainstorm and assumption the changes that should be made to organization. Answer the necessary questions that are related to specific needs of organization
• Analyze the opportunities that would be happen due to the change.
• Analyze the threats and issues that would be caused due to change.
• Perform cost benefit analyses and take the appropriate action.

PEST FACTORS:

• Next political elections and changes that will happen in the country due to these elections
• Strong and powerful political person, his point of view on business policies and their effect on the organization.
• Strength of property rights and law rules. And its ratio with corruption and organized crimes. Changes in these situation and its effects.
• Change in Legislation and taxation effects on the company
• Trend of regulations and deregulations. Effects of change in business regulations
• Timescale of legislative change.
• Other political factors likely to change for Business Etiquette.

ECONOMICAL:

• Position and current economy trend i.e. growing, stagnant or declining.
• Exchange rates fluctuations and its relation with company.
• Change in Level of customer’s disposable income and its effect.
• Fluctuation in unemployment rate and its effect on hiring of skilled employees
• Access to credit and loans. And its effects on company
• Effect of globalization on economic environment
• Considerations on other economic factors

SOCIO-CULTURAL:

• Change in population growth rate and age factors, and its impacts on organization.
• Effect on organization due to Change in attitudes and generational shifts.
• Standards of health, education and social mobility levels. Its changes and effects on company.
• Employment patterns, job market trend and attitude towards work according to different age groups.

case study solutions

• Social attitudes and social trends, change in socio culture an dits effects.
• Religious believers and life styles and its effects on organization
• Other socio culture factors and its impacts.

TECHNOLOGICAL:

• Any new technology that company is using
• Any new technology in market that could affect the work, organization or industry
• Access of competitors to the new technologies and its impact on their product development/better services.
• Research areas of government and education institutes in which the company can make any efforts
• Changes in infra-structure and its effects on work flow
• Existing technology that can facilitate the company
• Other technological factors and their impacts on company and industry

These headings and analyses would help the company to consider these factors and make a “big picture” of company’s characteristics. This will help the manager to take the decision and drawing conclusion about the forces that would create a big impact on company and its resources.

STEP 6: Porter’s Five Forces/ Strategic Analysis Of The Business Etiquette Case Study:

To analyze the structure of a company and its corporate strategy, Porter’s five forces model is used. In this model, five forces have been identified which play an important part in shaping the market and industry. These forces are used to measure competition intensity and profitability of an industry and market.

porter’s five forces model

These forces refers to micro environment and the company ability to serve its customers and make a profit. These five forces includes three forces from horizontal competition and two forces from vertical competition. The five forces are discussed below:

• THREAT OF NEW ENTRANTS:
• as the industry have high profits, many new entrants will try to enter into the market. However, the new entrants will eventually cause decrease in overall industry profits. Therefore, it is necessary to block the new entrants in the industry. following factors is describing the level of threat to new entrants:
• Barriers to entry that includes copy rights and patents.
• High capital requirement
• Government restricted policies
• Switching cost
• Access to suppliers and distributions
• Customer loyalty to established brands.
• THREAT OF SUBSTITUTES:
• this describes the threat to company. If the goods and services are not up to the standard, consumers can use substitutes and alternatives that do not need any extra effort and do not make a major difference. For example, using Aquafina in substitution of tap water, Pepsi in alternative of Coca Cola. The potential factors that made customer shift to substitutes are as follows:
• Price performance of substitute
• Switching costs of buyer
• Products substitute available in the market
• Reduction of quality
• Close substitution are available
• DEGREE OF INDUSTRY RIVALRY:
• the lesser money and resources are required to enter into any industry, the higher there will be new competitors and be an effective competitor. It will also weaken the company’s position. Following are the potential factors that will influence the company’s competition:
• Competitive advantage
• Continuous innovation
• Sustainable position in competitive advantage
• Level of advertising
• Competitive strategy
• BARGAINING POWER OF BUYERS:
• it deals with the ability of customers to take down the prices. It mainly consists the importance of a customer and the level of cost if a customer will switch from one product to another. The buyer power is high if there are too many alternatives available. And the buyer power is low if there are lesser options of alternatives and switching. Following factors will influence the buying power of customers:
• Bargaining leverage
• Switching cost of a buyer
• Buyer price sensitivity
• Competitive advantage of company’s product
• BARGAINING POWER OF SUPPLIERS:
• this refers to the supplier’s ability of increasing and decreasing prices. If there are few alternatives o supplier available, this will threat the company and it would have to purchase its raw material in supplier’s terms. However, if there are many suppliers alternative, suppliers have low bargaining power and company do not have to face high switching cost. The potential factors that effects bargaining power of suppliers are the following:
• Input differentiation
• Impact of cost on differentiation
• Strength of distribution centers
• Input substitute’s availability.

STEP 7: VRIO Analysis of Business Etiquette:

Vrio analysis for Business Etiquette case study identified the four main attributes which helps the organization to gain a competitive advantages. The author of this theory suggests that firm must be valuable, rare, imperfectly imitable and perfectly non sustainable. Therefore there must be some resources and capabilities in an organization that can facilitate the competitive advantage to company. The four components of VRIO analysis are described below: VALUABLE: the company must have some resources or strategies that can exploit opportunities and defend the company from major threats. If the company holds some value then answer is yes. Resources are also valuable if they provide customer satisfaction and increase customer value. This value may create by increasing differentiation in existing product or decrease its price. Is these conditions are not met, company may lead to competitive disadvantage. Therefore, it is necessary to continually review the Business Etiquette company’s activities and resources values. RARE: the resources of the Business Etiquette company that are not used by any other company are known as rare. Rare and valuable resources grant much competitive advantages to the firm. However, when more than one few companies uses the same resources and provide competitive parity are also known as rare resources. Even, the competitive parity is not desired position, but the company should not lose its valuable resources, even they are common. COSTLY TO IMITATE: the resources are costly to imitate, if other organizations cannot imitate it. However, imitation is done in two ways. One is duplicating that is direct imitation and the other one is substituting that is indirect imitation. Any firm who has valuable and rare resources, and these resources are costly to imitate, have achieved their competitive advantage. However, resources should also be perfectly non sustainable. The reasons that resource imitation is costly are historical conditions, casual ambiguity and social complexity. ORGANIZED TO CAPTURE VALUE: resources, itself, cannot provide advantages to organization until it is organized and exploit to do so. A firm (like Business Etiquette)  must organize its management systems, processes, policies and strategies to fully utilize the resource’s potential to be valuable, rare and costly to imitate.

STEP 8: Generating Alternatives For Business Etiquette Case Solution:

After completing the analyses of the company, its opportunities and threats, it is important to generate a solution of the problem and the alternatives a company can apply in order to solve its problems. To generate the alternative of problem, following things must to be kept in mind:

• Realistic solution should be identified that can be operated in the company, with all its constraints and opportunities.
• as the problem and its solution cannot occur at the same time, it should be described as mutually exclusive
• it is not possible for a company to not to take any action, therefore, the alternative of doing nothing is not viable.
• Student should provide more than one decent solution. Providing two undesirable alternatives to make the other one attractive is not acceptable.

Once the alternatives have been generated, student should evaluate the options and select the appropriate and viable solution for the company.

STEP 9: Selection Of Alternatives For Business Etiquette Case Solution:

It is very important to select the alternatives and then evaluate the best one as the company have limited choices and constraints. Therefore to select the best alternative, there are many factors that is needed to be kept in mind. The criteria’s on which business decisions are to be selected areas under:

• Improve profitability
• Increase sales, market shares, return on investments
• Customer satisfaction
• Brand image
• Corporate mission, vision and strategy
• Resources and capabilities

Alternatives should be measures that which alternative will perform better than other one and the valid reasons. In addition, alternatives should be related to the problem statements and issues described in the case study.

STEP 10: Evaluation Of Alternatives For Business Etiquette Case Solution:

If the selected alternative is fulfilling the above criteria, the decision should be taken straightforwardly. Best alternative should be selected must be the best when evaluating it on the decision criteria. Another method used to evaluate the alternatives are the list of pros and cons of each alternative and one who has more pros than cons and can be workable under organizational constraints.

STEP 11: Recommendations For Business Etiquette Case Study (Solution):

There should be only one recommendation to enhance the company’s operations and its growth or solving its problems. The decision that is being taken should be justified and viable for solving the problems.

Introduction to Business Etiquette

Sep 24, 2014

2.41k likes | 5.06k Views

Introduction to Business Etiquette. Just the basics…. Agenda . Why Business Etiquette? The Basics Business Meetings Telephone Etiquette Practise. Why Business Etiquette?. Case Study.

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Presentation Transcript

Introduction to Business Etiquette Just the basics… TO 2002/BSSC

Agenda • Why Business Etiquette? • The Basics • Business Meetings • Telephone Etiquette • Practise TO 2002/BSSC

Why Business Etiquette? TO 2002/BSSC

Case Study • John was a corporate banker at an International Bank. At a business lunch with his boss and two potential clients from Thailand and Indonesia, he ordered a steak & pork chop combo and had a few glasses of wine. He tried to make small talk about the movie “Annie and the King” • What happened ? TO 2002/BSSC

Case Study (Answer) • The next day, John was not a corporate banker at an international bank. TO 2002/BSSC

Why bother ? The opportunity : • First impressions count • Build a positive image • Be taken seriously • Mastery of business & social situations = job competence (?) • No second chances TO 2002/BSSC

The negative • People remember – avoid future death • Closed business community • Loss of goodwill TO 2002/BSSC

etiquette “rules governing socially acceptable behavior” TO 2002/BSSC

Military Protocol • Business etiquette has its roots in military protocol • Rank is fundamental • Rank is dependant on experience, seniority and promotion. • In the military, rank equates to greater discretion, perks and rewards – same as the corporate sector. TO 2002/BSSC

Case study Sheryl was a receptionist at a prestigious accounting firm. One day, the firm’s oldest and richest clients entered the office. Instead of greeting her as Mrs Lee, Sheryl wanted to project a friendly image and greeted her “Good Morning Mabel, how are you?” • What happened ? TO 2002/BSSC

Case Study (Answer) • Consequence: Mrs Lee canceled her services with the firm as she felt the receptionist was rude and not well trained. TO 2002/BSSC

The Singapore Context • RHQ for MNCs • Multiracial society with majority Chinese population • Dominated by GLCs • Westernised(?) business culture TO 2002/BSSC

Some Basics TO 2002/BSSC

Really Basic Stuff • Be courteous • Consider others feelings • Treat conflict as situational • Apologise if you make a mistake • Don’t raise your voice • No harsh or derogatory language • Don’t interrupt • Don’t be familiar TO 2002/BSSC

Business Meetings TO 2002/BSSC

Before the Meeting • Plan and communicate in advance: • What is the objective of the meeting ? • The agenda • Decide on participants-no warm bodies • Confirm with participants one working day before the meeting TO 2002/BSSC

When is the proper time to arrive for the meeting ? • If the meeting is at a client/customer/etc location : • Be on time • Not more than 5 minutes early • If you are hosting the meeting be early enough to check the facilties etc. TO 2002/BSSC

Introductions • Stand up for introductions • Give a firm handshake • Identify the Senior Person • The client or any person outside the organisation • The person with the higher rank • Name of Senior Person to be mentioned first • E.g. SM Lee, I would like to introduce you to Mr Tan • E.g. DSBM , please meet our top student Shirley Wong. TO 2002/BSSC

The Business Card • Handed out during introductions • Use two hands to hand out your card with the card orientated towards the receiver. • Receiving a card • Accept the card with two hands • Study the card briefly • The card can be placed on the meeting table for reference TO 2002/BSSC

Follow the leader Don’t interrupt-take your turn Don’t play with toys Do not contradict your own teammates During the Meeting TO 2002/BSSC

Listen - be attentive Keep questions brief Be patient & Calm – don’t fidget Attend the entire meeting Take Minutes During the meeting (cont’d) TO 2002/BSSC

Immediate Death • Sarcasm • Shouting • Losing your temper • Not paying attention • Jokes on sensitivities TO 2002/BSSC

After the Meeting • At the end of the meeting • Thank all participants for their time • Send out minutes to all parties concerned • within 48h of the meeting • Action on Action items TO 2002/BSSC

RSPV: Confirm the meeting Be Early Be Prepared Be dressed appropriately Holdfire - don’t interrupt Don’t play with toys Take your Turn Be Attentive Keep questions brief Be patient & Calm – don’t fidget Attend the entire meeting Action on Action Items Summary: Basic Meeting Etiquette TO 2002/BSSC

Telephone Manners Just the basics… TO 2002/BSSC

Receiving a call- The greeting • Smile & breath in • Three components • Organisation name • Your name • Express a desire to help • Hello <Company Name>, <your name> speaking, can I help you ? E.g. Hello TrendyLink,Kim speaking, can I help you? TO 2002/BSSC

Follow up on incoming calls • Answer in three rings • Always return calls. • If the person is not in, take a message and forward that message to the person. • Keep calls short and to the point • Don’t keep the caller hanging on TO 2002/BSSC

Initiating a call • You will be talking to the receptionist or telephone operator. You need to • Identify yourself • Explain the nature of your call • Seek help in talking to the right person Example: ” 1Hello, my name is John Tan and I am calling from Nanyang Polytechnic. 2I am working on an e-commerce project and am sourcing for external companies to participate in this project. 3Can you put me through to someone I can talk to about this project ? 4Thank You. “ TO 2002/BSSC

Discussion Questions TO 2002/BSSC

Discussion Questions #1 • Your boss, Mr. Singh, enters the room when you're meeting with an important client, Mr. Johnson. You rise and say "Mr. Singh, I'd like you to meet Mr. Johnson, our client from San Diego." Is this introduction correct? TO 2002/BSSC

Discussion Questions #2 • You're hosting a dinner at a restaurant. You've pre-ordered for everyone and indicated where they should sit. Are you correct? TO 2002/BSSC

Discussion Questions #3 • You're entering a cab with an important client. You position yourself so the client is seated next to the pavement. Is this correct? TO 2002/BSSC

Discussion Questions #4 • A toast has been proposed in your honour. You say "thank you" and take a sip of your drink. Are you correct? TO 2002/BSSC

Discussion Question #5 • You're at a table in a restaurant for a business dinner. Midway through the meal, you're called to the telephone. What do you do with your napkin? a) Take it with you.b) Fold and place it to the left of your plate.c) Loosely fold it and place it on the right side.d) Leave it on your chair. TO 2002/BSSC

Discussion Question #6 • You're hosting a dinner party at a restaurant. Included are two other couples, and your most valuable client and his wife. You instruct the waiter to: a) serve your spouse first.b) serve your client's spouse first.c) serve you and your spouse last. TO 2002/BSSC

Discussion Question #7 • You're invited to a reception and the invitation states "7:00 to 9:00 PM." You should arrive: a) at 7:00 PMb) anytime between 7:00 PM and 9:00 PMc) between 7:00 PM and 7:30 PMd) go early and leave early. TO 2002/BSSC

Discussion Question #8 • You're greeting or saying good-bye to someone. When's the proper time to shake their hand? a) When you're introducedb) At their home.c) At their office.d) On the street.e) When you say good-bye. TO 2002/BSSC

Discussion Question #9 • You're talking with a group of four people. Do you make eye contact with: a) just the person to whom you're speaking at the moment?b) each of the four, moving your eye contact from one to another?c) no one particular person (not looking directly into anyone's eyes)? TO 2002/BSSC

Discussion Question #10 • When you greet a visitor in your office, do you: a) say nothing and let her sit where she wishes?b) tell her where to sit?c) say "Just sit anywhere." TO 2002/BSSC

Discussion Question #11 • You're scheduled to meet a business associate for working lunch and you arrive a few minutes early to find a suitable table. 30 minutes later your associate still hasn't arrived. Do you: a) order your lunch and eat?b) continue waiting and fuming that your associate isn't there?c) tell the head waiter you're not staying and give him our card with instructions to present it to your associate to prove you were there?d) after 15 minutes call your associate? TO 2002/BSSC

Discussion Question #12 • You've forgotten a lunch with a business associate. You feel terrible and know he's furious. Do you: a) write a letter of apology?b) send flowers?c) keep quiet and hope he forgets about it?d) call and set up another appointment? TO 2002/BSSC

Questions? TO 2002/BSSC

Asia Pacific Business Etiquette Highlights… TO 2002/BSSC

Business Etiquette AP • China • Be punctual • Let your hosts set the tone • Observe the hierarchy • Select the right spokesperson • Be aware that “not conveniant”,”I am not sure” may mean ‘NO’ TO 2002/BSSC

Business Etiquette AP • Australia • Be direct & get to the point • Words are taken at face value • Hong Kong • Schedule meetings in advance – especially for large companies • Observe hierarchy e.g. seating arrangements etc. • Social conversation will precede business conversation. TO 2002/BSSC

Business Etiquette AP • Indonesia • Need patience and diligence • Do not rush through negotiation process • They remain aloof until consensus is reached. • Be aware that they are naturally soft spoken. • Observe hierarchy. TO 2002/BSSC

Business Etiquette AP • Malaysia • Engage in small talk and a meal at first- trust is vital • Relationship building is long-term • Negotiations are lengthy-work out all details of a proposal in advance. • Agreements can be renegotiatied TO 2002/BSSC

Business Etiquette AP • Philipines • Establish rapport at the start of a meeting e.g. meals activities etc • Listen-do not interrupt • Fellowship and group decisions are important (‘pakikisama’) TO 2002/BSSC

Reference International Business Etiquette-Asia & the Pacific Rim - Ann Marie Sabath TO 2002/BSSC

Questions ? TO 2002/BSSC

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• Business Etiquette Tutorial
• Business Etiquette - Home

Business Etiquette - Introduction

Defining business etiquette, business etiquette - significance, importance of first impression.

• First Impression WorksheetⅠ
• First Impression WorksheetⅡ

Qualities That Form Etiquettes

Grooming etiquettes.

• Grooming Etiquette Worksheet
• Dining Etiquettes
• Rules of Writing
• Writing The Documents

Email Etiquette

Telephone etiquette, business etiquette - across borders, business etiquette - conclusion.

• Business Etiquette Useful Resources

Business Etiquette - Quick Guide

• Business Etiquette - Useful Resources
• Business Etiquette - Discussion
• Selected Reading
• UPSC IAS Exams Notes
• Developer's Best Practices
• Questions and Answers
• Effective Resume Writing
• HR Interview Questions
• Computer Glossary

No matter where you go, people expect you to behave in a certain way in society. There could be slight variations of customs and traditions that you have to respect. However, majority of these expectations will be common. For example, smiling is a universally recognized signal of an amiable person. On the other hand, frowning and being rude while interacting is considered impolite.

In “Business Etiquette” we will discuss what etiquettes, the business / corporate world expects from their employees and what you should do to meet their expectations. It helps in building a good, positive network of business people.

We will also discuss business etiquette with respect to the established conventions of business-dealing and the various cultural expectations.

In some parts of the world, starting the meeting with a straightforward discussion on business is considered rude, and there are certain places where discussing business while dining is considered inappropriate. Thanks to globalization, we cannot afford to be ignorant of the different cultures we live with.

Business Etiquette is a set of social, professional and cultural sensibilities that a person is expected to possess in order to be considered a well-informed business-person with proper business acumen. Business Etiquette focuses primarily on being polite in your interactions with people and paying them respect while dealing with them, the way you would expect them to.

This politeness and respect is not limited to meetings held in person only. In fact, these levels of mutual respect and the polite way of addressing people and dealing with them is extended to business emails, telephonic conversations and business letters too.

Business Etiquette serves as an important tool to bridge gaps and develop a fast network of business-people who have a positive impression of your inter-personal skills and cultural sensitivity.

However, it should be kept in mind that Business Etiquette varies from place to place. A set of etiquettes that may be held in high regard in one country might not necessarily be observed closely in another country, and in fact, could be viewed as strange or rude at times.

Most people mistake Business Etiquette as only a study of cultural differences and the ways in which inter-cultural barriers can be broken. However, the truth of the matter is that multiple cultures and their studies are only a part of Business Etiquette.

Corporate culture has a distinct culture. It may not be necessarily an intercultural working place, and yet, there are many unwritten rules and codes of appropriateness that exist and are skillfully followed.

These norms are practiced and followed both, between and within companies. For example, employees drawing appreciation from their clients for choosing to dress up in formal wear at a meeting, even if there is no strict dress code.

An interesting thing to note is that someone’s understanding of Business Etiquette could also be influenced and sometimes even limited by many factors that are prevalent at his working place.

Things like a company’s mission statement, product lines, image, perception, brand value, reach, business partners, investors, clients and customers can all influence the idea and importance of etiquette in the minds of the company’s employees.

We create an impression about a person within few seconds of meeting him. This sense of judging a person without knowing anything about him is an in-built quality.

This ability to form an impression of a person, quickly, so that we could categorize him in the “friend” category helps us to prepare ourselves for self-defense. It activates “fight-or-flight” defense mechanism, which we act accordingly. In modern terms, this intuition has been given the term “first impression”.

We always tend to respect our gut feeling and listen to our inner voice more than any rational explanation and this forms a foundational quality in all human beings. That’s the reason, experts suggest that when you meet someone for the first time, we should strive to achieve the perfect look and present the perfect image.

Knowing etiquettes will not only enable us to understand the other person’s sensibilities but will also help us present an impression of a gentleman or a woman. It will assist in putting your best foot forward so that the focus of the ensuing discussion will be more on the business topics rather than you looking out of place.

First Impression Worksheet Ⅰ

Try to recall the first time you had met someone in a business meeting. It could be a job interview, or a chance to interact with people from the industry.

What were the initial impressions you had when you met him?

What were the thoughts going through your mind after the meeting?

How would you describe him given an opportunity?

Download Try-it yourself sheet.

First Impression Worksheet Ⅱ

Let’s play a guessing game! You are given two pictures of two different people. You have to guess the following details about them, depending on the first impression, they made on you. You need not be accurate with your answers and do not think a lot before giving the answers. The idea is to capture the way you will interpret their looks.

Irrespective of whatever pre-conceived notions you might have had about both of them, I would like to mention that Richard loves to drive his Ford car to his bistro every morning and loves spending time with his customers while he cooks them piping-hot pizzas and pies.

After he closes the shop in the evening, he drives back to his farmhouse, humming “I walk the line” by Johnny Cash all the way. No prizes for guessing his hobby.

How many, do you think will agree with me, if I were to tell you that the man in the picture above is actually Richard?

Did you expect that?

Did you note, how important looks are, while creating the first impression? A person does not know anything about you and does not have any idea on your qualities before meeting you. The first thing that he notices about you is the way you look.

Organizational Behavior can vary greatly from company to company but it comes as a surprise to many people that organizational behavior can, and does vary, appreciably within a company too. Etiquettes will also vary from person to person depending on whom you are interacting with.

For example, the body language, correctness of speech, right selection of words, and clarity in presentation will vary when you talk to your boss, or your supervisor as compared to a colleague who is of the same level as you.

You will feel even more relaxed when the person is a close friend. Similarly, you could easily skip a few steps in decorum when your friend invites you to your place. If your boss invites you for dinner, your etiquettes will be different.

Business Etiquettes do not necessarily address dressing sensibilities, interpersonal skills and good public speaking abilities. Although these qualities are needed, there are other qualities too that are equally important.

Here is a list of such important qualities −

Punctuality

A person on time is a dependable person. This is a general impression punctual people manage to effectively leave on the minds of many people. Someone who appreciates the value of his time will not appreciate waiting for others and others waiting for him.

Preparedness

A person should always be well informed and prepared to furnish information, in detail, on any topic related to his job and responsibility at any given time. This creates an impression of being a resourceful person.

You need to be courteous to all the people you are interacting with, instead of limiting the courtesy to only those who you think deserve it. When you are working in an organization that has many talented and creative people in it, there is always a chance that ideas will clash with one another. In that case, you need to tackle the opposing thought and not the person.

Proper Representation of Thoughts

There are times when your thought would be very clear on a particular topic but the choice of your words could send a mixed signal to the listeners. Many people end up being misquoted and misunderstood, due to lack of connection with the people listening to you. You should prepare your presentation thoroughly, beforehand and have a clear understanding of each word and the different ways it can be interpreted. Step in to clear any misconceptions people might have on a point.

Participation

Companies, expect a lot from you. These expectations could be in the form of specific targets, which the company sets for you. In such times, it is very easy to turn your back to a discussion that does not concern you and say − “that’s not my problem”. However, that problem could well be your problem in the near future. So, try to participate in the problem-solving process.

Properly Dressed

The way you look when you meet someone for the first time goes a long way in establishing a perception of you in that person’s mind. That does not mean that you should splurge on the clothes you are supposed to wear. Your clothes should not draw too much attention towards themselves. Dress conservatively but professionally.

Business dress code is often a question of common sense prevailing while deciding what to wear to the work place. However, cases of dressing disasters continue to occur, especially during the summers when you might find a colleague dressed up to work with a "day at the beach" hangover.

The reason these eyebrow-raising errors in dress codes occur is that many companies, especially start-ups and small to medium-scale businesses, have relaxed norms to almost no norms on dress code. Even if there are dress code rules, at times, they are vague and ambiguous. In such situations, it is always advisable to err on the part of “too formal” attire, as opposed to arriving dressed up informally enough to raise a few eyebrows.

A few common errors people make in business dressing are −

Ill-Fitting Clothes − Clothes too big give you a bloated look and too tight fitting clothes accentuates the body in a non-formal way. In a meeting, you would not want the attention to shift from you and your presentation towards your clothes.

Wearing Short Skirts/Sleeves − Short skirts and sleeves draw attention to your legs and hands when you sit down. That diverts the attention of the listeners and appears unprofessional.

Wearing Short Socks − Short socks, or drooping socks expose skin and that distracts attention while crossing legs or sitting down. Always go for socks that cover 3/4 th the distance from the ankle to the knee. Avoid wearing white socks as they immediately draw notice towards themselves.

Low-Cut or Plunging Tops − Just as with short skirts, this distracts an interviewer and looks very out of place in a professional environment that requires a conservative dress code.

Improper Color Choices − Colors, like green, yellow, red, etc., do not go down well in corporate circles. They not only draw attention towards themselves but also look unprofessional.

Clothes with Quotes, Pictures or Designs − This lends a very informal and non-serious look to the interviewee. There is always a risk of people associating the slogans and mottos on the t-shirts to be your personal points of view.

Poorly-Maintained Shoes − Shoes are a very important part of your business attire. Shoes, in a way, announce your arrival even before you interact with someone, so naturally, it draws a lot of attention. It is for this reason that your shoes should be always clean and polished.

Not Dressing Formally For Business Social Events − Even dinners at the boss’ house are formal business occasions. So, dress accordingly. The general rule about informal business dressing is that it should be treated as formal clothing.

Improper Grooming − Unclipped nails, odorous breath and unkempt hair are all red-checks. If you are one of those who perspire profusely, use anti-sweat deodorants. However, keep in mind that the meetings will be mostly in air-conditioned rooms with very less chance of fresh air entering the room. So, wear a perfume or deodorant of a mild fragrance.

In addition to the tips discussed here, there are a few areas that need to be taken care of before you finally enter the premises and knock on that door. Let us discuss these −

Final Tips for Grooming

Avoid noisy and squeaky shoes as they will disturb and distract everyone.

Trousers’ side-pockets should not bulge with mobile phones, wallets etc., as it gives a bulky look to your legs.

All noticeable body-piercing, tattoos should be concealed, as tattoos are since long, associated with rebellious behavior.

Do not smoke or eat odorous food before interviews. Use breath fresheners.

Clean your nails and teeth properly.

Grooming Etiquette - Worksheet

Read the following sentences and state whether they are true or false. Give your explanation too.

Bold and bright colors like pink and green are encouraged nowadays in office.

If a company encourages its employees to wear casuals and boots to office, you can dress up such for an interview with them too.

Some companies might practice a mandate of their employees not having facial hair or long hair.

Tattoos and body piercings may be exposed during interviews, as it is a personal preference.

Your first job is meeting the expectations of you first and then other things.

A professional wardrobe needs to be expensive and full of brand wear.

You must try to draw as much attention to yourself with your sense of dressing so that you can attract the attention of the interviewer and stand out in the crowd.

You can relax on your dress code and grooming sense once you are employed with the company.

Dressing for success means that your clothes are more expensive than anyone else’s is.

The best way to dress up for a job interview is to be in suits.

You can have a casual, informal dressing for interviews if your company allows its employees to dress casually.

While dressing for work, women can be liberal with their accessories.

Business Dining Etiquettes

When we are invited to our boss’ birthday party at his place, we can’t be dressed up the way we would had it been our best friend’s birthday party. There needs to be a change in not only our dressing but also the manner in which we conduct ourselves.

In other words, we need to treat an invitee for any social gathering that involves meeting your co-workers just as you would treat a day at the office, the only difference being that, here you have a liberty to discuss family life and other topics that you generally won’t get time to talk about in your professional life.

Two situations that arise, invoke the need to understand the need for dining etiquette and learn it - one, if you are the host of a get-together and the second one, if you are the guest.

When You are the Host

Choose a restaurant that is conducive to holding sizeable meetings and provides good service. Make sure that you have made all the adequate bookings and seating arrangements. Clarify the billed amount and availability of desired menu before the meeting itself.

Arrive fifteen minutes early on the day of the meeting and introduce people to one another if some of them have not been introduced to each other earlier. Offer the seat with the best view to your most important guest.

While ordering food, try to recommend, what is the best of all the dishes there are on the menu if someone is undecided on what to choose. If that is too direct an approach, then you could help him out in a different way by letting him know what you are ordering, so that he takes the hint.

Always be done with the ordering, before you start to discuss business with someone. Or else there will be many disturbances with the waiter asking you repeatedly for your order. In addition, the guests will be caught in two minds as to order or to listen to your business discussion.

If the meeting is to celebrate an achievement or to dedicate it to someone, or is a congratulatory party thrown in honor of someone, it is always nice to speak something about it and make a small toast. It is perfectly all right to toast while sitting. Just hold your glass up and when others follow suit, you can say something to the point and end it.

Be attentive to the needs of everyone around the table and keep an eye out on their preferences, which will help you to decide upon the right place for any future meetings. You might see that your chief guest has a taste for seafood so you might set up your next meeting at a place where the seafood is good.

Always try to engage everybody in a conversation and be the facilitator in leading people to participate in the discussion, bring their points of view and experience into play too. This will help people to come out of their initial inhibitions of meeting someone for the first time and will encourage them to be themselves.

When You are the Guest

Always, promptly reply to an invitation. Your answering will help the host in organizing and coordinating the meeting so try to answer as early as possible.

Always arrive before time and always inform before time, if you are going to be more than five minutes late. Always take the opportunity to ask your host to recommend you on what you should order to break the ice.

Many times, you will come across a generous host who will ask you to order what you please. Although you have been given a free rein on your choice of dishes, be considerate while ordering and do not take up this opportunity to order something extravagantly expensive. You are more likely to lose ground with the host that way.

Always order something in the mid-budget range that would not draw attention towards itself and be easy to eat. Do not order runny, messy food as that might soil your clothes. Try to order food that can be easily eaten with cutlery, as opposed to those dishes where you have to use hands to eat.

The reason is that there could be a chance that someone arrives late at the table, seats himself beside you, and offers you his hand to greet you. In a situation like this, it would be unsightly to see your hands smeared with food.

Business dining follows almost the same template of etiquette as business dressing in the sense that, you are not supposed to draw attention towards yourself due to your choice of food while dining, just like you were not supposed to draw attention towards yourself with your clothes in a meeting.

Always remember that a business dinner or lunch is basically, a professional, formal meeting in a restaurant, instead of a room. Carry the same body language that you would carry when you would sit in for a business discussion with someone. Have a smile on your face but be on your guard.

As a rule of thumb, the host is the one who steers the conversation from small talk to business discussion, so wait until he hints before discussing business. When invited to someone’s home, it’s considered improper to turn up empty-handed. You are not expected to gift something expensive- just a jar, or even desserts would be great.

If there comes a scenario where you have arrived at the table and you see many unknown faces, and the host is not around to introduce you to others, take up the initiative and introduce yourself to others, instead of sitting quietly in a corner and pretending others do not exist.

Business Etiquette - Rules of Writing

Writing is similar to starting an assignment. You need to be well-planned, prepared, focused, committed, and most importantly, passionate towards what you are doing. If you implement all the following points mentioned, the odds of writing well-appreciated text will be in your favor.

First of all, let’s accept the fact that very few people, almost none can write a document the way they wanted to put it on paper, in the very first attempt. Ideas and memories often come when least expected, and these new ideas keep on changing your document with each subsequent input. Once you have put your ideas on paper, the next step would be to present it in a simple, logical, connected and clear manner. This needs planning and preparation, for which there are definite steps you can follow.

Researching on any topic is a very critical step before writing. Your sources need to be reliable and widely accepted. Before you identify and develop your topic, you should find the context and background information on your topic.

This can be done by referring to books, articles, journals, news sources, and magazines. People nowadays use video and sound recordings too. The following steps will help you to −

Note the important and relevant details.

Evaluate each point against the topic and purpose of your document.

Record the details of resource and reference (i.e. author, title and publishing).

Arrange content in a logical order under appropriate headings and sub-headings.

Knowing the audience pulse before you are writing the document will give a lot of support in deciding on the content and approach. In case you are not aware of the audience, you can write keeping in mind the demographic, i.e. the target group for your write-up, as online article writers or bloggers do. Before you begin to write, try to understand always what your reason of writing is. It could be anyone of the following −

For example, if your intention is to sell a product or get someone to subscribe to a service you are providing, or are promoting a cause; ask yourself questions like - who are my potential readers? What is the background of my prospective target readership? Where do they live and how old are they? What are their interests and priorities? These questions will set the purpose for your writing.

Business Etiquette - Writing the Documents

Once you have identified the audience for your writing, try to anticipate the information that your reader might think necessary and include it in your document as you write. It can be done by asking yourself the “WH-questions”.

Answer the WH questions − Answering “Who? What? Why? Where? When? Whom? How?” will give you a headstart on the content of the writing.

Determine the Start and Finish − After collecting all possible ideas that you have on the topic, you could go through them and reject a few that won’t make sense in this write-up. After that, find out the idea that will leave the maximum impact on reading it, and put that at the start of the article. The end should have the idea that summarizes all the ideas in a clear and crisp manner.

Get a Second-Person Opinion − always get your written text checked by somebody before submitting it. This lends an objective, second-person perspective to the review and stops your emotions and indulgence from getting in the way. Do not do this if the content is confidential and not to be shared.

Discuss Suggestions and Include Improvements − Once your friends have suggested some changes, implement the ones you think are relevant.

Developing Flow

Many people have very interesting ideas and even manage to put them on paper. Unfortunately, their readership does not extend beyond a particular stage. This is because, though their writing is good and the thoughts were properly mentioned, there may not have been a proper selection of words, or maybe a proverb like − “nipping it in the bud” was used, which readers may not understand.

Let us discuss 15 things to remember while proof-reading and revising your writing −

Your writing must be understood at the first reading. Avoid technical jargon, unfamiliar words or formal language.

Formal Vs. Modern

• Payment has been duly noted vs. we received your check.
• Attached hereto vs. please find Attached

Avoid Ambiguity

Words with double meaning or sentences that confuse readers should be avoided

Having eaten the fish, Kiran talked to Karan. (Who had the fish?)

Avoid Colloquialisms

• In a nutshell vs. in short
• In this day and age vs. today, presently

Avoid using many Words

• Prior to the event vs. before
• At this point in time vs. now

Avoid unnecessary Repetition

• Absolutely essential
• Combine together

Include only relevant information

• Omit unnecessary background information.
• Keep sentences short and simple – 17 words or less.

Completeness

Check that all the information the reader will need is included −

• Who? What? Where? When? Why? How?

Correctness

Check accuracy of grammar and spelling of names of people and places.

• He done it vs. he did it.
• It’s color has faded vs. its color has faded.

Don’t Rely on Spell Check

• Typing ‘no/on’, ‘then/than’, ‘quite/quiet’, ‘lose/loose’ will not show errors.

Concreteness

Give specific details.

• Your investment plan will earn high interest.
• Your investment plan will earn 8% interest.

Use language that is believable. Avoid exaggeration and superlatives.

• Always vs. Usually
• Never vs. Rarely

Display good manners in your writing. Use passive voice when communicating bad news to avoid negative overtones. For example,

• We cannot agree to the terms and conditions outlined in the contract.
• Some discussions regarding the terms and conditions need to be done.

Write with the reader in mind

• Sexist - Chairman, businessman
• Condescension - ‘Of course’, ‘Obviously’

Using Bullet Points

• Communicates your message in an easy and clear manner.
• Highlights the most important information.

Email is widely used as a form of inexpensive yet highly effective business communication tool. Printouts of emails are rarely taken and soft copies are used because archiving and retrieving emails is easily. The reason of its popularity is the ease of access, which everyone in an organization starting from the CEO to the janitor can use.

Emails are an efficient way to communicate information in a well-presented, easy to read and professionally appropriate manner. Many people quote lack of time as a reason to forward sub-standard emails that range from incomplete to incomprehensible.

Many people mistake emails with text messaging, or at least their approach towards writing emails suggests so. Let us discuss the difference between a text conversation and writing email. In a text message conversation, two people can exchange information, share details, provide corrections and ask for clarifications in a rapid back-forth manner of communication.

Compared to this, emails are read by professionals who, depending on their work, may get anything between 20 to 200 emails a day. They neither want to engage in a back-and-forth conversation, nor have the time to ask for details, multiple times. They just want to understand the content of the email, read out the instructions, process the information, get the task done and empty the "unread" section of the inbox.

Keeping this in mind, let us discuss some tricks to write effective emails −

• Plan your message.
• Use the subject line to grab the reader’s attention.
• Keep your message short and clear.
• Do not type your entire message in lower case.
• Proofread your message before sending it and assume accountability.
• Take a few minutes to cool down before sending any email while angry.
• Do not type your message in capitals. Capitals are considered to be SHOUTING.

In certain cases, emails may not be suitable. Prefer to call someone when −

• You have to discuss personal, sensitive or confidential information.
• You are going to give bad news.
• Your message is complex and meaning might be lost in the wordings.
• you need an immediate response.

Legal Risks of Emails

Emails are the preferred mode of communication in many workplaces, and this means they carry a lot of information that could be confidential. Many companies train people extensively on how they are supposed to frame their emails and what kind of emails, to whom they are supposed to forward.

The security and confidentiality of the information in the emails is the joint responsibility of both the sender and the recipients. Companies have strict guidelines to safeguard their documents and their contents. Let us discuss some of the most commonly followed guidelines to prevent email misuse.

You and your company will be held liable for numerous legal suits if −

• You send or forward emails with offensive content.
• You send an attachment that has a virus.
• You forward the sender’s email to another person without permission.
• You try to forge others’ emails or send emails from others’ accounts.
• You try to conceal your identity from the receivers when sending email.
• You copy a message belonging to another person without permission.

Elements of a Formal Email

While most of us send informal emails to friends that might contain grammatical mistakes in them, the same is not true when writing to colleagues, especially when we want to make a good impression, as we have to be more careful and diplomatic this time. Here are some general tips on the right format of an email −

Background − The default white background should be used for all emails. Colored backgrounds, or scroll designs seem to be unprofessional and distracting.

Font − Preferred fonts are Times New Roman or Arial, Font size-12.

Font Color − Font should be navy blue or black only.

Contact Details − Official contact information like name, designation, email id, contact number, company logo and address of correspondence should be mentioned in the signature area. Personal statements are best avoided.

First Name and Surname − They should be mentioned in the same font as used in the body of the email, only two font sizes larger. Cursive fonts for name is not recommended.

(To be mentioned in the same font and size as body of the email)

• Designation
• Company Name & Address
• Landmark & ZIP Code
• Contact Number
• Email address
• Company telephone number
• Company fax number
• Company URL

Example of Email

Telephonic conversations are fast replacing traditional “on-venue” meetings, due to the logistics and time saved. It is much easier for people to have a conversation over the phone nowadays, as compared to travelling to a distant place to do the same.

Although the obvious advantages of a telephonic conversation are many − one being that the person does not have to be physically present during the time of the interview, this could also be one of its distinct disadvantages.

In a face-to-face conversation, 70% of the person’s responses are non-verbal and are related to body language. In a telephonic conversation, you have to make up for that 70% with your voice projection, tone and modulation.

Some Important Points on Telephonic Etiquette −

Speak loud enough to be heard clearly. Keep your mouth close to the mouthpiece. It is advisable to use a hands-free equipment, if possible, so that your hands are free to jot down points. Many people express their points by the use of their hands to emphasize on specific areas of discussion. Using hands-free equipment will also enhance your expressive skills.

Let the other person do most of the talking, as he will be explaining what he wants to inform you about, for you to understand. Also speaking out of turn could irritate the listener.

Smile and speak in a conversational manner. Smiling while talking changes the shape of your mouth when you pronounce the words and the listener easily picks up this change in tone.

Place a notepad, pen, and a copy of the document that is being discussed near you for reference and jotting down important information.

Try to go to a place that has as less background noise and interference as possible while attending a telephonic interview.

If you are stuck in a traffic or a noisy place when someone from office calls and asks if it’s the right time to talk to you, excuse yourself politely and offer to call back in 5-10 minutes. This will give you time to go to a silent place to prepare your mood and mind for the conversation.

Turn off Call-waiting and such applications that give beeping notifications during calls, so that the other person’s attention is not diverted due to the distracting sound.

People all over the world have different etiquettes that they observe with respect to their culture and nativity. We have compiled a few interesting ones over here. You might find some of them amusing. However, the people who follow these etiquettes take them very seriously, and they should be respected.

Austria − Putting hands in pockets is considered to be rude among the title-emphasizing Austrians. They love using the titles with the last names and stick to the formal way of addressing people, as opposed to getting on a first-name basis with people in the first meeting.

Brazil − Brazilians are expressive people and do not observe strict rules on personal space. Just like Argentinians, they are comfortable standing close to you while speaking and do not mind patting people and holding their hands. Their way of conducting a business discussion is also informal with people liberally cutting into someone else's conversation with no one minding it.

Russia − Kisses on the cheek exchanged between people of the same sex is acceptable and is a custom that is followed extensively. However, this should not give you the impression that you are going to receive a very warm welcome on your first meeting. Russians believe in slow burn and like to be acquainted with someone in their own sweet time.

France − French love the tag of being sophisticated people and listening to them speak, is like listening to a long, continuous, witty conversation. They put great emphasis on personal privacy; hence refrain from asking personal questions.

Germany − German women expect men to be protective of them and it is considered rude to chew gum in public and lose temper in public. German people love a conversation that is intellectual in nature, and are generally not very fond of jokes. They have a humorous side, though, which they expose only after repeated meetings with them.

Italy − Italians like to maintain eye contact while having a conversation. This is not only a sign of confidence to them, but also tells them that you are genuine and mean what you are saying. They are also flirtatious by nature and can stand quite close to you while talking.

United Kingdom − Using adjectives to describe things are generally, frowned upon, so conversations tend to be very polished and even. Prolonged eye contact is considered rude and personal space is given a lot of importance. Touching someone's person is only reserved for family members.

United States − Americans like to maintain eye contact while talking and they are quite happy to come to a first-name basis during the first meeting itself. They tend to be more informal in their speech. However, they lay tremendous value on punctuality so never catch an American on the wrong side of the clock.

Argentina − Argentinians are very touchy when you use the "thumbs-up" sign with them as they consider it obscene and very offensive. Also, they tend to punch their left palm when they think what you are saying is unbelievable to be true.

Australia − Australians love buying a round of drinks for friends and generally, do not like splitting the bill. They are offended by the finger gestures of the 'V' sign and "thumbs-up" sign. Yawning in public is considered uncouth.

China − Chinese, on the other hand, refrain from touching and hugging in public places. They also do not appreciate people clicking and cracking fingers and pointing at them while speaking. Loud clothes and whistling is not seen in favorable light. Chinese, also, do not like discussing business while dining.

Canada − Canadians love the concept of personal space. Hence, they avoid getting very close with the person they are meeting. They tend to avoid hugging and touching people. It is very important to maintain proper body language while sitting down to have a business discussion with Canadians.

Japan − Compare that to Japan, where long-duration eye contact is considered rude and disrespectful. In addition to that, touching someone while speaking and not respecting their personal space is something Japanese don't appreciate.

Business Etiquette is one of the most important and yet, most neglected part of a professional’s life. If you are not aware of the basic rules of etiquette while meeting new people and dealing with clients, then you are most likely to make many errors that might be unknown or seemingly innocent to you, but could be easily misconstrued as deliberate and offensive by the person listening to you.

This was a small step in making you aware of what the simple rules in etiquette that you are expected to be aware of and follow them when you are interacting with people.

We hope you are now ready to utilize what you have learnt from this reading and are going to implement that in your life. All you need is a bit of self-confidence and a bit of practice! Best of Luck!

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Case Study: Module 4 – Business Etiquette Quiz

• Facial expression
• Friendly tapping the shoulder
• Greeting the person
• All of the above are a part of the process
• It doesn’t matter
• Telling some facts about you, such as your job or interests
• Exchange of the opinions
• Exchange of pleasantries
• Sharing viewpoints
• Fact disclosure
• Personal feelings
• Viewpoints and opinions
• Small talks
• Mix of those two stage
• Undefined stage

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Case Study on Office Etiquette

Office etiquette case study:.

Office etiquette is the set of the informal rules which have to be followed by every employee who works at an office and wants to reach to the success in his work.

Office etiquette does not differ from the original general rules and principles of etiquette but still has its own original forms and aspects. The starting point of the appropriate behaviour at an office is characterized with the constant attention to the duties and respect to all the co-workers. The employee must not spend too much time chatting in Facebook , especially when there is a special meeting, conversation with the client and other employee.This activity steals attention and shows disrespect towards the client. Then, one must not talk over the telephone at work and gossip about other people, because if the boss, co-workers or clients see a chattering employee, that will not treat him seriously and will probably try to apply to another clerk.

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Appearance is a very important issue at an office, because one must not show off and put on the clothes which differ from the rest of the employees. There is a certain dress code which should be followed strictly for the quality of the work and peace in the office. Finally, if the employee is not satisfied with his workplace, he must not show it openly and look for another job during his work, because it will affect the quality of the recommendation and feedback of the boss about the employee’s work if he decides to change the workplace. If one quits the job, he should still respect the staff and remain friends with the employer.Office etiquette is a set of the non-written norms which ought to be followed by every employee who wants to avoid problems in the workplace.

The case on office etiquette can be researched on the example of the definite problem which has occurred in a certain firm. The student is asked to analyze the activity of employees at the office, evaluate their behaviour and dwell on the evaluation of their quality of work, behaviour and working atmosphere. It is important to find the answer to the question how office etiquette influences the quality of the work and how the situation can be changed for the better.The case studies of this kind are quite complicated for the analysis, because the student has to pay attention to the cause and effect of the certain factors, so it is wiser to read at a first a free example case study on office etiquette online and understand how to organize the paper well. the student is able to complete a totally original and well-structured paper if he follows the tips of a free sample case study on office etiquette composed by an expert.

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Business Etiquette Quiz Questions And Answers

Do you know the basics of business etiquette? Attempt these business etiquette quiz questions and answers, and then evaluate your knowledge regarding the same. Business etiquette is a set of manners or rules that governs the way people interact or communicate in or outside an organization. Business etiquette is highly accepted or required in every profession. The quiz covers some of the important questions related to its fundamental rules. Do you think you can pass this test? Take it up and see for yourself. Good luck!

Business Etiquette Questions and Answers

What are the abc's of etiquette.

Advise, Be Respectful, Create

Acceptable, Believable, Courteous

Advertise, Beneficial, Charitable

Accurate, Boastful, Couragous

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If you are working as a receptionist. It is important that you:

Always have a pen and notepad nearby.

Be familiar with your organization.

All of the above.

When introducting people to each other, which of the following is the correct method?

A woman is introduced to a man.

An older person is introduced to a younger person.

A more important person is introduced to a less important person.

A younger person is introduced to an older person.

How should you respond when introduced to someone?

Hi! Nice to meet you!

You mispronounced my name, it's Smythe, not Smith.

A pleasure meeting you, Mr. Monroe.

Hey Timmy, nice to meet ya!

How should you react if someone forgets to introduce you when you are in a group of people you have not met?

Take offense, how dare they forget to introduce you!

Stand quietly and never say anything.

Push your way into the conversation.

Wait for a convenient time to introduce yourself.

When meeting someone for the first time, you should convey all of these feelings except.....

Indifference

Sexual harassment in the workplace can have a devastating effect on a company. Listed below are steps to prevent sexual harassment with the exception of one. Choose the one that would not help prevent sexual harassment.

Develop a clear policy for preventing sexual harassment.

Make sure everyone is aware of and understands the policies.

Treat sexual harassment as a health and safety issue.

Try to ignore it when it happens.

Sometimes a meal is planned as part of a business meeting. Check all of the words that would apply to business meal planning

Basic table etiquette is very important when having dinner for business purposes. please check the statement that is correct in regard to how a table setting is properly set..

The napkin is to the right of the spoon.

The knife blade always points toward the plate.

The teaspoon is to the right of the soup spoon.

The water glass is positioned above the fork.

When dining out for business purposes, it is important to.....

Leave your cell phone on in case a family member needs to call you.

Fix your makeup at the table.

Use proper posture.

Start eating as soon as your food arrives, even if the rest of the table has not been served.

When ordering at a restaurant, the waiter will know you are ready to order when.....

Your close your menu.

You look his way.

You put your napkin in your lap.

You tap your utensils on the table.

When eating out, it is proper to use your napkin in every way except.....

Use your napkin frequently in a blotting or patting manner to clean your lips.

Use your napkin as a handkerchief.

Wipe your fingers as necessary.

Use your napkin to clean up if a spill occurs.

When eating spaghetti at a restaurant......

Cut your spaghetti so you don't have to spin it onto your fork.

Suck the noodles into your mouth to make it easier to eat.

Twirl the pasta around your fork and put the fork in your mouth.

Don't order spaghetti!

Cell phones have become a huge part of our lives. However, there are times when their use can be annoying, and inappropriate in a business setting. All of the following are good rules when it comes to cell phone use, except one.

Do not speak loudly when using your cell in public places.

If you must drive and use your cell, use hand-free equipment.

It's fine to take pictures of whoever you wish.

Be sure ring tones are not offense, or are songs that contains lyrics that may be offensive.

If you are answering the phone in a business setting, which of these statements is an example of poor phone etiquette.

He is not in the office at the moment. Would you like to leave a message?

I don't know where he is.

I expect her shortly. Would you like to leave a message on her voice mail?

She is unavailable at the moment. Would you like to leave a message?

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• Current Version
• Mar 13, 2024 Quiz Edited by ProProfs Editorial Team
• Apr 19, 2009 Quiz Created by Rkmckee73

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