Etiquette? Whats that??

Etiquette pronounced as Eti kit

This word has no plural.so there is no such word as Etiquettes!!

Introductions
Notice

Assertiveness is neither being aggressive nor being passive.

Pooja
Payal
Passive

Assertive

Aggressive

Assertiveness is neither being aggressive nor being passive.

Passive

Assertive

Aggressive

Introducing yourself
If someone has forgotten to introduce you, take the initiative and introduce
yourself. Smile, extend your hand and say, "My name is so-and-so. I don't
believe we've met."
Never refer to yourself by your title such as Mr., Mrs., Dr. and so on. Other
people call you by a title. You don't give one to yourself.

When possible, always add a little information to go with a name. That will
give people a springboard for conversation.

Stand when introducing yourself or you are being introduced. This shows
consideration and respect. If standing would be awkward, it is permissible
to remain seated. Always shake hands and exchange greetings, such as
"How do you do?" or "I'm glad to see you."

Introducing others in a
formal/business setting
In principle, a person of lower designation is presented/ introduced to a person of
higher designation. No gender or age exceptions here.
Always show preference to clients, senior executives, distinguished guests and highranking dignitaries by stating their names first. For example, "Mr. Kapoor (senior
executive), I would like to introduce Ms. Jain (junior executive)." Always introduce with
Title and last name.

In general, call a person by his or her first name only after he or she has given you
permission to do so. Let your common sense and knowledge of business protocol be
your guide.
Avoid commanding people in the introduction. In other words, don't say, "Mr. Singh
meet Ms. Khan."
To help you remember someone's name, repeat it as soon as you are introduced,
saying, for example, Nice to meet you, Mr. DSouza" and practice saying the name
several times during the conversation.

Some tips
When introducing members of the opposite sex,
use age and rank or degree of distinction as a
guide.

If the two people are approximately the same age,

rank and level, the woman's name should be
mentioned first.

Handshakes
Web

Handshakes: Some tips

When?

Shake hands when you meet and when you leave.

In a group, shake with the host first.
Stand.

How?

Grasp the other persons palm firmly for 3-4

seconds.
Smile.
If both hands are full, saucy hands, etc., dont shake.

Execptions?

If person has prosthetic or arthritic hands, place your

hand on their forearm or upper arm while saying hello.

Handshakes: Some tips

Shake hands when you meet and when you leave.

What

In a group, shake with the host first

Stand.

How

Grasp the other persons palm firmly for 3-4 seconds.

Smile.
If both hands are full, saucy hands, etc., dont shake.

Expectations

If person has prosthetic or arthritic hands, place your hand on

their forearm or upper arm while saying hello.

Types of handshakes
Controller

A person extends his hand to you and as soon as your hands are
joined, he purposely moves his hand on the top of yours. He's
telling you he wants to be in charge. Keep that in mind as the
interaction continues.

Sandwich

Use this one only with people you know. When you envelop
another person's hands, you are invading their private space.
Society promotes the standard handshake but is not as tolerant of
using both hands.

Dead Fish
Limp
Fingers

This is a case of sweaty palms. You are nervous or you have been
holding a cold beverage in your right hand and move it to your left
just before you shake hands. If you experience anxiety, wipe your
hands on a napkin, or even lightly on your clothes.
Women, more than men, extend their fingers rather than their
entire hand. Men say this frequently leads to their giving women a
lighter handshake. Professional women respond that they want to
be treated equally. One of the ways to combat this syndrome is to
always extend you full hand horizontally, even if your grip is light.

Module 4: Exchanging business

cards

Module 4: Some tips on

presenting a business card....
Make sure you are carrying more cards
than you will need. In some countries,
you will need two for each one-to-one
visit, as it is customary for the secretary
to keep one card.

Present cards face up with the text

facing the receiver in a manner that
he/she can read it.

Ideally, you should carry your business

cards in a small, discreet case. If you
don't have a card case with you, put your
cards in a front or side pocket.

Avoid soiled, bent or dog-eared cards

and you can use both hands to present
your card

Some tips on presenting a

business card....
When you receive a business card from
someone else, pause and take time to
read it. Use the opportunity to repeat
the person's name out loud if you need
to.

Never turn a card face down when

someone gives it to you

While it is acceptable for you to write on

your own card, never write on someone
else's business card -- it shows a lack of
respect for the owner of the card.

If the giver uses both his/her hands to

give you a business card, you should
accept it with both your hands as well.
This is a sign of respect.

Office Courtesies
Dont burp aloud or give a wide mouthed yawn
Apologize when you step on toes
Avoid raising your voice
Dont groom yourself in public
Avoid using harsh or derogatory language toward anyone. Avoid interrupting
Avoid using harsh or derogatory language toward anyone. Avoid interrupting.
Be considerate of others time.

Nonverbal Communication
Nonverbal Communication refers to actions distinct from speech
It includes:

Facial Expressions
Eye Contact
Arm Gestures
Postures
Proximity
Paralanguage

14

15

What is Business Communication ?

Communication is an exchange of ideas, feelings

and information by speaking, writing, symbolic or
behavioral

When does it happen ?

When a person sends or receives information, ideas and feelings with others
not only by using spoken or written communication but also nonverbal
communication.

Effective communication habits lead to healthy personal and

work relationships.

The way we communicate with

others ultimately determines the
quality of our lives.

A writer writes not because he is educated but he is driven by

the need to communicate, share and to be understood.

Communication at Workplace:
Dealing with Seniors & Subordinates

Communication is not one way

It is important to remember that communication with
an employee is not a matter of one sender and one
receiver, but rather an exchange in which you and
your employee are both sender and receiver
This means that for real communication to
take place, there must be interaction, with
each player participating.

Leader

Employee

Input: The sender has an

intention to communicate
with another person. This
intention makes up the
content of the message.

Channel:
Message is sent via a
channel, which can
be made of a variety
of materials.

Noise:
The channel is subjected
to various sources of
noise.
Eg. Telephonic
conversation, where
numerous secondary
sounds are audible.

Sender The sender

Receiver The receiver
encodes the
decodes the incoming
message,
Fields of Response
message, or
In the process, the codes of the sender
and receiver
expression.
He
must have at least a certain set in common
in order
to
"translates"
it and
make communication work. On the basis
that body
thus of
receives
theof
personal knowledge, each member ofoutput.
the audience
decodes the message. As members of the audience
differ, so are their interpretations of what they hear.

Output
The content is
decoded by the
receiver.

Types of Communication
at Workplace

Formal Communication
Communication through officially designated
channels of message flow between organization
positions
Official information exchange
Usually found in organizational charts, policy
manuals or hierarchical structures

Informal Communication
Episodes of interaction that do not reflect
officially designated channels of
communication.
is inherent and even a necessary aspect of
organization life.
Creates a relaxed, comfortable climate

Communication process within an organization is characterized

and molded by the nature of the organization structure.
Vertical Communication
Upward
Downward

Horizontal Communication
Horizontal Communication
Diagonal Communication

U
p
w
a
r
d

Lateral

D
o
w
n
w
a
r
d

Upward Communication
Transmission of messages from lower to higher levels
(commonly initiated by subordinates with their superiors).
Types of messages: performance on the job, job related
problems, fellow employees and their problems,
subordinates perceptions of organization policies and
practices, tasks and procedures.
Benefits

Managers learns whats going on

Employees gain the opportunity to communicate upward
Promotes morale among all employees
Facilitates downward communication

Downward Communication
Flows from upper to lower
(such as manager to employer or superior to subordinates).
Types of messages:
job instructions, procedures and practices information and
feedbacks.
Efficient (fast)
Problems:
Information overload
Lack of openness - withhold information even if sharing is
important
Filtering - some information is left out
Message can be distorted by adding personal interpretation
The fewer the number of authority levels through which
communication must pass, the less information will be lost or
distorted

Horizontal Communication
Flow of messages across functional areas at a given level of an
organization (this permits people at same level to communicate
directly).

The flow of information between colleagues and peers

Trend of flatten org have enhance its importance
Informal communication
Facilitates problem solving
Does not follow the chain of command

Diagonal Communication
Communication that cuts across both work areas (functions)
and organizational levels.
In the interest of efficiency and speed.
Important when members cannot communicate through
upward, downward, or horizontal channels.

Levels of Communication
Communication is frequently divided into following levels
Interpersonal communication
Group level communication
Organizational level communication
Inter-organizational level communication
Mass communication (Address to large group or public)

Communication Network & Rate of

Effectiveness
Chain

Wheel

All-Channel

Moderate
High
Moderate
Moderate

Fast
High
High
Low

Fast
Moderate
None
High

Criteria
Speed
Accuracy
Emergence of leader
Member satisfaction

Grapevine
The Social network of informal communication through
which messages flow throughout the organization.
Helps people to interpret the organization
Conveys information that formal system leaves unsaid

Accountability

Who is Accountable ?
Everyone in the organization is accountable for the
effectiveness of their own communication. This especially
applies to those who manage others

Accountability of Leaders
As a Leader, you are constantly advising,
informing, explaining, discussing,
reviewing, counseling, guiding, suggesting,
persuading, convincing, coaching,
humoring, and responding
By having frequent direct contact with the employees,
listening to what they say and having honest two-way
communication with them. You are far more likely to be
the Leader they deserve, respect and trust. And you are
far more likely to identify issues before they become
problems and solve before they become crises

Accountability of a Team Player

Good communication between management and employees
helps a company operate as a whole rather than a collection of
parts, like the circulatory system of a healthy body.
Should have good Communication Skill
Attend Regular staff meetings
Should stay on commitment
Regular contact with staff member
Making communication worthwhile

Following Up