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Business Etiquette: 1. Self-Introduction
Business Etiquette: 1. Self-Introduction
I. Introduction
1. Self-Introduction - Observations: British: reserve in nature American: outgoing Indians: shy and too much polite - Be firm, confident and assertive e.g. Good Morning! Im Reena Nair. - Clear and slow articulation - Observations: British: First Name +Surname (Indians also) American: First Name (even seniors) - Dont add any title like Mr./ Miss/ Mrs /Ms; Dr. title can be added in case of Ph. D. holder. - If pre-arranged meeting, then first, introduce yourself, state the objective and then seek others introduction. - If you have forgotten someones name, tackle it skillfully to avoid being offensive. e.g. Could I have your latest business card for your telephone number and e-mail address? 2. Introducing Others - Usually, the senior person among the visitors or in the host team introduces the members of the visiting team to the members of the host team. - Later, the members of the host team are introduced. - The lower-rank person or a junior is introduced to the senior person, and then, the senior person is introduced very politely. - The Modal Auxiliaries are used to express politeness- may, could, would, etc. 3. Hand-shake and Other Non-Verbal Gestures - Extend your right hand, hold firmly the other persons right hand firmly (can be little firm with ladies), but very briefly. - No gender discrimination - Should be spontaneous; dont hesitate. - Can be accompanied by verbal communication, eye contact, embrace or kiss. - Some cultures- folded hands, slightly bowed head and eye contact
II.
Greet, introduce (name and company) and convey the purpose politely, but directly and firmly; make the receiver feel that the information you need is very important and is required immediately. Talk with appropriate & audible volume. If a call is important for the receiver, then first discuss whatever is important for him/ her and later, talk about your interests. Confidential matters- make sure whether the timing and place are convenient for the receiver; ask indirect questions. Be brief, concise and short. Follow common courteous utterances with- may, could, would, etc. Try land-line number first and if urgent, then try the mobile number. Call personally on mobile numbers. Avoid talking in crowded area. During meeting, mobile phones should be switched off or kept on silent mode; but call back later; if important call, then intimate the Chair and step out after seeking excuse, keep such calls short. If the call gets disconnected, then redial immediately and express apology.
2. Receiving a Call - Use presence of mind and give quick reply. - Pick up the call with your organizations name - Listen to the caller patiently, clarify the doubts immediately. - If the call is kept on hold or suspended, then its receivers duty to call back. - If the respective person is busy, then quickly justify with the reason and ask for the number to assure the caller to be called later by that person. - Dont try to overhear.
III.
Refuse politely and diplomatically (if religious or personal reason). Dont pass negative comment on any kind of dietary choices. Avoid drinking or if accepted, avoid too much drinking.
3. Table Manners: refer to Exhibit 13.1, p. 212, Business Communication- Chaturvedis, Pearson Publication
IV.
Interaction with Foreigners: (for culture-specific aspects refer to Unit 3 &13, Business Communication- Chaturvedis, Pearson Publication)
Respect foreign clients religious beliefs and cultural needs. Make them feel comfortable. Try to learn and use some words of greeting in the visitors language. If you know their native language, communicate in native language. If the guest doesnt understand English, use an interpreter, and prepare the documents in both English and their native language.
V.
Inter-Organizational Etiquette
1. Loyalty to your organization - Dont criticize your organization. - Defend your colleagues action without offending the complainant. - Keep yourself fully informed about the new developments and prospects of the company. Feel proud of your companys achievements. - Be careful about the confidential matters; keep them with a very few people. - Secure records and use code names. - Develop trust. - Dont leak others secrets to protect your own. 2. Relationship with Customers - Handle both minor and major customers very well. - Be prompt in your service to the customer. - Keep track of- number of complaints received and responded to; number of clients revisiting your company; number of walk-in everyday; commitment of your suppliers to help in emergencies; etc. - Look for mutual benefits for both the parties and all stakeholders when you take decisions. - Good manners and mutual respect lead to better understanding.