BUILDING YOUR PERSONAL BRAND

PROGRAMME DESIGNED AND CONDUCTED BY

RENU MATTOO
E-mail: mattoo.renu@gmail.com

Mobile: Renu Mattoo: 98101 29090

These articles have been written by Renu Mattoo.

Most of these articles have been published in Human Capital and other journals within India and abroad.
Please do not reprint without permission.
Thank you.
Renu Mattoo
April 2015
TABLE OF CONTENTS
BUILDING YOUR PERSONAL BRAND

Chapter
1.
2.
3.
4.
5.
6.
7.
8.
9.

Page
Good Grooming and Hygiene Corporate Attire for Men Accessories for Men
Corporate Attire and Accessories for Women
Professional and Public Business Courtesies
Communication: Verbal / Non-Verbal Skills
Greetings and Introductions
Email Etiquette Sharing Office Facilities -

1
2
3-4
5
6
7-9
10
11
12-16

GOOD GROOMING AND HYGIENE

1
To ensure that you smell clean, and look well groomed

Hygiene
1.

Oral:
a)
Brush your teeth well thrice in 24 hours: After breakfast, after dinner, and definitely after lunch, especially when in
the office.
b)
Keep handy in the office, toothpaste and toothbrush, and carry with you mouth fresheners.
c)
Do not consume raw onions, garlic, and other malodorous foods or beverages at work.

2.

Body:
a) Wash your hands after each visit to the washroom.
b) Rather than talcum, use deodorant to combat body odours.
c) Wear freshly laundered underpants, under-vests, and socks.
d) Wear freshly laundered shirts / blouses daily.
e) Carry with you a pocket deo.
f) Use a mild perfume during the day, and a slightly stronger one for the evening.

Grooming
1.

Skin:
a) Before you sleep, cleanse your facial skin.
b) During the day, wear a non-greasy moisturizer.
c) Exfoliate once a week to remove facial dead cells.
d) Ensure that your heels are clean, smooth and without cracks; and your elbows are smooth.

2.

Hair:
a) Shampoo regularly. Keep hair grease and dandruff-free.
b) Trim your hair on the head regularly. Do not let it fall below your ears, and over your collar.
c) At work, ensure that your hair stays in place, but do not comb or brush it in public.
d) The clean-shaven look is best, and requires a daily shave. Stubbles are okay only for Gulzar! If you keep a beard or
moustache, trim it regularly. It should not fall over the lip level.
e) Trim long nose and ear hair.

3.

Nails:
a) Take a manicure and pedicure at least once a week.
b) Nails are to be all of the same length.

For women: In addition to some of the observations above:

1.

Hair: Get a style to suit the shape of your face.

a) Do not wear your long hair loose, too severe, too fussy or in a careless plait. Wear it in a simple, smart, and easy to
maintain and manage style.
b) If you wear your hair short, get a good haircut, trim it regularly, and keep it looking neat, clean, and grease-free always.
Ideally, tie your hair up if it falls messily below the nape line.
c) Regularly de-fuzz superfluous hair from face, underarms, arms, legs. Keep eyebrows well-shaped and neat.

2.

Nails:
a) Take a manicure and pedicure at least once a week. While your nails must always be clean and well filed, nail polish is not a
must. If you want to, use neutral shades of pink, brown, coral, or clear varnish. Repaint every three days chipped nail
polish looks very shabby.
b) Talons are out! Your nails must be all the same length and no longer than a quarter cm beyond your fingertips.

3.

Make up:
a) For the day: Wear light, subtle, and minimum makeup a touch of lipstick, none or very subtle mascara, eye shadow or
kohl, lightly applied eyebrow pencil to smooth or accentuate eyebrows, and, if you look too pale, a medium shade of pink or
russet blush-on on the cheek bones. A plain bindi.
b) In the evening: Use more glamorous makeup brighter lipstick, darker eye makeup, red, bronze or copper eye shadow, and
blush on in maroon or a soft orange. A decorative bindi, etc.
*** *** ***

ATTIRE FOR MEN IN A CORPORATE SETTING

2
Dress today as if you are already in tomorrows position! Yet, make your own personal style!
Always dress distinctively and appropriate to the situation.
1.

Casual / leisurewear: For corporate work, jeans, baggies, cargos, T-shirts, colourful checks, floral prints, creative wording,
chappals, beach sandals, sports or coloured socks, glares and baseball caps are out! With shorts, wear ankle socks, or slouched
long socks. Do not wear them pulled up straight. Never wear socks with sandals!

2.

Informal to semi-formal is a range covering half-sleeved to full-sleeved shirts, with or without ties and jackets, and is about right
for most Indian organizations.
a)
b)
c)
d)

e)
f)
3.

Jackets: A blazer worn with a contrasting colour trouser (dark blue and steel grey) is acceptable even for work. Replace the
brass buttons with plastic ones. Blazers can be worn with or without a tie, with a cravat, with the shirt collar out over the
blazer collar, etc.
Shirts: White or blue, striped or micro and mini-checked, preferably full-sleeved (though half sleeves are also accepted)
shirts are best. Button-down collars ideally should be worn with a tie. Avoid large checks, loud colours, and printed shirts for
work. Do not tuck in the shirt too tight; pull it out a bit to let it fold over the belt.
Trousers: Basic black, dark blue or grey will go with every light colour shirt. Wear un-patterned, well-creased and well-fitted
or `relaxed-fit trousers. Avoid white, the very baggy and the pipe-fit.
The right match: Appropriate for everyday work is a white, light blue or grey shirt, a black, navy or dark grey trouser, black
belt, black laced shoes, black or trouser-coloured socks. A second option is a cream / beige shirt with dark brown trousers,
brown belt, socks and shoes. Avoid light shirts with light trousers; they look washed out. Dark shirts with dark trousers
overwhelm. Contrasts enhance style!
Friday attire: Team a dark plain or checked shirt with khakhis; brown belt, brown shoes, and brown socks that match either
the colour of the shoes or the trouser. Keep your look conservative and tasteful, rather than too casual, careless or
downright shabby. Dress-down days do not mean sandals, jeans, T-shirts, and caps.
Winter attire: Wear a warm jacket, or a solid, plain pullover or front-open cardigan. Avoid a zippered windcheater. Scarves
add character and style!

Formal wear: A distinctive, stylish, tastefully accessorised and well-fitted business suit spells professionalism and authority. It is
best for formal business meetings, dinners and presentations; when representing the company in an important public or private
forum, and when dealing with significant clients.
a)

b)

c)
d)
e)
f)

Suits: The most appropriate suit colours are dark blues and dark greys. Avoid dark browns (not formal, unsuitable) and pure
blacks (associated with funerals and ceremonial occasions). Also, avoid maroon, burgundy, and mustard-green! Highly
muted patterns in mini-checks and pin stripes subtly woven in silver or cream are good too. The two-piece (jacket and
trouser) is acceptable for everyday use. In winter and for more formal occasions, the three-piece (jacket, trouser and
waistcoat) is a better option. Do not wear a sweater under a suit jacket. It bunches up and makes the jacket look lumpy.
Besom pockets are more formal than flaps. Keep flaps out to prevent hands in pockets and to cover sagging pockets.
Jackets: The jacket should fall just below the hips, and not be too tight or baggy. The lapel should lie flat against the chest.
The sleeves should reach the middle of the wrist bone and not reach down to the thumb. Etiquette requires that the jacket
be buttoned when standing, greeting or talking formally, and open when sitting, except for double-breasted jackets. Always
hang up jackets fully buttoned and on padded hangers.
Shirts: The shirt, full-sleeved, pocket-less, double-cuffed, worn with cuff links, may be white, blue, or fine-striped. Wear
button-down shirts with a two-piece suit. A three-piece suit ideally is worn with a spread-collar, non-button-down shirt. The
sleeve protrudes three-quarter of a centimetre from beneath the coat sleeve. Always button the top shirt button to wear a tie.
Trousers: The trouser, about half an inch shorter at the instep, should not sag at the hips, nor be hitched up above the waist.
If it has loops, a leather belt, with a simple buckle, is a must.
Shoes: Only black, laced leather shoes with executive length black socks are appropriate.
Pocket square: The `kerchief in the breast pocket of the jacket in superfine cotton, folded or peaked, or a silk `bloom to go
with a silk tie, is ornamental. It is not suitable for day-time office wear. It looks elegant and stylish for evening dinners. Place
one `kerchief in the trouser pocket for your personal use.

Indian formal wear: A black achkan with white churidar pajamas, or a cream band-gala prince coat in summer and a black one in
winter over black trousers are right.
A tip or two: Safari suits and bush shirts are best worn on safari and when bush-walking! Do not follow fashion too closely! Trends go
out too fast! Body types may not suit all trends!
*** *** ***

ACCESSORIES FOR MEN IN A CORPORATE SETTING

3
1.

2.
3.
4.
5.
6.
7.

8.
9.

Shoes: Two pairs of black leather-soled, laced (avoid pumps) for black, dark blue, or dark grey trousers, and one brown,
cordovan or burgundy for brown, burgundy, and all light coloured trousers, are sufficient. Do not wear brown shoes with black
trousers and vice-versa. Polish your shoes everyday. For a comfortable fit, buy shoes in the evening when feet tend to expand.
In-built platforms are perfect for men wanting to look taller.
Socks: They match either the shoe or the trouser, preferably the darker of the two. White and light coloured socks are not
recommended with dark trousers for regular corporate work. Your socks should be freshly laundered, not have holes, have its
elastic intact. Cotton socks in ultra-fine yarn not only look good and keep their shape, they are right for Indias tropical heat.
Belts: A belt is a must for trousers with loops. The belt and shoe colours should match. Polish leather belts. Buy belts two sizes
larger than the waist. Do not wear suspenders with belts!
`Kerchiefs: Always carry two, white, clean, and fresh. Use one and keep the other in reserve.
Pen: Put the pen in the inner pocket inside a coat. If you must place a pen in your breast pocket, let it have a metallic clip. Plastic
is out.
Jewellery: A tasteful conservative watch, and a simple wedding band (not a nine-diamond one) are enough. Cuff links, classy,
unobtrusive, can be a welcome accessory.
Spectacles: Spectacles need not make you look old, geeky, or weird. To look chic, wear a pair that suits and brings out your best
features.
a) To make a round face appear longer and thinner, wear a narrow, rectangular frame.
b) To make a square face appear longer and less broad, wear a narrow, elliptical frame.
c) To fill out a thin, long the face, wear a round frame.
d) To make a long nose appear smaller, wear a frame with a low bridge.
e) To make a very small nose appear longer, wear a frame with a high bridge.
Leather accessories: A briefcase or bag for papers, a smart, slim leather wallet and cardholder are essential. Do not over-fill
them. Combine a laptop bag with a briefcase to look less loaded.
Scarves: Scarves can be worn in a variety of styles. Match the cravat to a pocket square for style!

A few tips:
1. Try to match the colour of all the leather items, and all the metallic items.
2. Ensure that all buttons match, and not merely `look similar.
3. Keep a spare white or blue full-sleeved shirt with a button-down collar, a smart tie, a pair of clean socks, and a shoe duster in
your locker. And, of course, a toothbrush and paste, a comb and an after-shave lotion. You never know when you will need all or
any one of these items.
4. Your style should spell quiet, smart and dignified good taste. Team simple well-cut basics with carefully selected accessories.
5. Do not look sloppy. Your clothes should be well-ironed. Your underpants must not be visible. Your jacket lining must not sag.
6. Do not stand out conspicuously. Do not mix patterns such as checks and stripes together. Combine patterned shirts with plain
trousers. Develop an air of casual elegance.
7. At formal affairs, even the young need to project a sober, mature image.
8. The advice to `dress-down or `dress-up changes every few years. Some companies believe that creativity is encouraged with
`dress-down, others believe it has hurt the corporate image, encouraged casual behaviour and sexual harassment. They
advocate the conservative, business-like look to encourage greater responsible behaviour among employees.
A company dress code need not destroy your `creativity and `innovation. Real creativity lies in being unique while conforming to
rules! Comfort, cost, creativity, and conformity can walk together!
Interesting trivia: Do you know?
1.
2.
3.

In 1921, when the Prince of Wales, future Duke of Windsor, visited India, he defied the British dress code of a black wool dinner
jacket with silk facing, and opted for the climate-friendly white cotton dinner jacket.
His grandfather, Edward VII, gave the British the black dinner jacket (what the Americans call the Tuxedo), as a substitute to the
swallow-tails, which were worn with the white waistcoat and white bow tie for formal occasions like a dinner, dance or visit to the
opera.
The no-lapel, no-collar, Nehru Jacket was a rage in USA in the 60s. Sammy Davis, Jr, had over 200 of them! Designers Pierre
Cardin, Yves St Laurent, Calvin Klein, and Donna Karen have all used the design in their collections from time to time. Even
Nixon liked the design!
*** *** ***

ACCESSORIES FOR MEN IN A CORPORATE SETTING

4
NECKWEAR: This is often the centre of mens fashion, a conversation starter, and a personality indicator.
THE LONG TIE: Often considered `useless in the practical sense, the tie is actually a `signature to a mans personality. A loose knot
shows a careless person or one ready to `chill; a well-knotted, well-matched tie shows a stylish, meticulous personality; a bright red
is for an out-going moment or person; a sober blue for the businessman. Ties add colour and style to a single-colour ensemble, but
they should not be loud or bizarre.
Fabric: Good quality silk is the best fabric, though linen and superfine cotton in summer, and fine wool in winter are equally elegant.
Avoid pure synthetics such as polyester. Synthetics mixed with pure fabrics wear better. Matte-finish ties are best for business suits;
flat-silk-finish ties are usually party-wear.
Base and Pattern Colours: The most popular bases are dark blue, reddish brown, maroon, purple and muted yellow (the latter need
blue or red motifs to avoid looking wimpy). Avoid brown and orange. White ties are ceremonial. Black is very elegant in a bow tie, but
in the long tie, must be balanced by a contrasting colour pattern. Ideally, the base tie colour should contrast the colour of the shirt,
and should carry in its pattern, the shirt colour. Ties can also be the same colour as the shirt, in a lighter or darker tone.
Patterns: Exclusive designer ties, many hand-painted came into vogue in the seventies.
Solids: These are versatile and can be bold or conservative. Dark silk solids have a sleek, quiet elegance and go well with solid suits,
patterned jackets, and shirts.
Reps or Stripes: Mainly diagonal, this is the classic business tie. These conservative ties show dependability, and orderliness. Bold
stripes indicate an outgoing, enterprising personality. Rep can be worn with striped shirts, if you contrast the colour, width and
spacing of the stripes in the tie with the stripes of the shirt. Short people should avoid horizontal stripes; taller people can carry these
off better.
Checks or Plaids: Normally made of wool, and traditionally seen as casual, they go well with tweed or herringbone patterns in flannel
or summer jackets. Wear larger plaid ties with a small tweed or muted herringbone pattern in the jacket and vice versa. Plaids are
never worn with a pin-striped suit.
Foulards or Ivy League: Very popular and amazingly creative, these ties repeat a small, subtle insignia or motif all over. The range is
from polka dots (the smaller the dot, the more formal the tie) to neat geometrical patterns of circles, ovals, diamonds or squares. The
design determines whether they are worn on a sporty occasion or elegant evening.
Clubs: Associated with particular sports clubs or other associations, these ties carry small symbols such as little golfers, dogs, lions,
cars, boats, shields and swords, etc.
Florals and Abstracts: Very debonair, they are not as rigid and orderly as solids, stripes, checks, and clubs. Paisley is a prime
example of a floral that is creative, sophisticated, respectable, subtle and discreet.
Width: Fashion dictates the width of the tie at its broadest point, but a width range between 3 to 4 inches is usually acceptable. Too
narrow or very broad ties are good neither for narrow-chested or broad-chested men. Broad ties look good if given a gather or dimple
just below the knot. Narrow ties are worn rounded at the base of the knot.
Length: Standard tie lengths are 52 to 58 inches. After knotting, ideally, the tip of the broader, outer blade should reach the middle of
the belt buckle; the thinner, inner end should be just a fraction smaller than the outer. The inner blade is slipped through the `tiekeeper, or manufacturers label / tab behind the larger blade. The inner blade should not be visible, and its stitching should face the
shirt.
Knots: The Windsor: This is a wide, triangular double knot that looks bulky in heavy material, but is symmetrical and snug in silk. The
Half-Windsor: This knot is best for wide ties. Not bulky, it sits firmly and looks well put together. The knot should fit snugly between
the two collar ends. The knot should neither be so large that it forces the collar to spread out, nor so small that it gets lost in the
collar.
Jewellery: Subtle spells class! A tie clip: A decorative and functional bar, worn at the middle of the tie length to attach the tie to the
shirt. A tie pin: Usually a geometrically shaped decorative stud worn about an inch or so below the knot. Collar bar: A straight pin that
is worn with a shirt with eyelets in each side of the collar.
THE BOW TIE: Bow ties are usually ceremonial. The most popular colours are black and white, followed by red, maroon, blue and
patterned ones. The bow tie is commonly worn with a waistcoat, ideally with a wing-collar shirt and dinner jacket, or tuxedo. It should
be hand-knotted, but clip-on bow ties are equally popular.
THE CRAVAT: Also known as the Ascot, is a scarf worn under an open collar. Knotted in different ways, it adds style, but is not really
suitable for office wear.
Interesting historical trivia: In the middle ages, Roman orators wore a neck cloth to keep their vocal cords warm. In the 17 th
century, this functional item transformed itself into the cravat, a fashionable and colourful linen and lace accessory. By the 19 th
century, the cravat had become the thinner necktie.
*** *** ***

CORPORATE ATTIRE AND ACCESSORIES FOR WOMEN

5
What and who you are is as important as what you wear and look like. To win and be taken seriously in an increasingly
competitive and essentially male world, ensure that your clothes and accessories feel comfortable and look professional
and distinctive!
Attire for women in a corporate setting: Put together a coordinated wardrobe of individual pieces that will work well together.
Casual or leisurewear: Jeans, a T-shirt, sports shoes and socks, glares and a baseball cap are out unless your client invites you to a
picnic, a hike, a discotheque, or makes you a family member.
For formal wear, when meeting VIP clients:
Indian attire:
1. A well ironed, lightly starched cotton sari that will stay crisp and fresh the entire day, or a pure silk, handloom sari from Bengal,
Orissa, Hyderabad, and Tamil Nadu, carefully draped, with the pallu pinned up, are best. If you are slim, kota doria and
organdies are acceptable. Ensure that the petticoat is the right length and colour, and the fall well stitched. Wear close-toed
sandals.
2. For everyday office wear,
a) Do not wear transparent saris, low-necked, short, or sleeveless blouses.
b) Do not wear heavily worked kameezes, and difficult to manage dupattas.
c) Drape well-ironed and starched cotton dupattas front to back, and silky ones, nape to front.
d) Sandals and closed kolhapuris are better than the ordinary `angootha-patti chappals.
Western attire: Avoid variety. Go for quality and durability
1. A powerful symbol, the business suit comprises a collared or U-necked plain, striped, or small-checked shirt in white, cream,
blue or soft colours; a fitted or A-line knee-length skirt in navy or dark grey; a jacket to match the skirt or contrast both the skirt
and shirt; skin coloured stockings and dark pumps. A pantsuit with a jacket is also acceptable in India.
2. For everyday office wear, present a personal style, while you keep the following in mind:
a) Select your suits and jackets to fit your body type and style preference. Though in India, women prefer trousers, the true
power suit is a skirt and shirt with or without a jacket.
b) An essential wardrobe basic is a career jacket or a single-breasted blazer in a solid colour. All the rules for fit and fabric for a
mans jacket hold true for a womans jacket also. Wear full-sleeved jackets for formal meetings, and / or sleeveless
waistcoats with full-sleeved shirts and pants for less formal ones.
c) Shirts in light shades white, cream, blue in stripes, and muted patterns are best. Gem and vivid colours are acceptable
too, but opt for a more conservative look for an important meeting or presentation with top levels in banks, consulting,
hospitality and legal entities.
d) Do not wear low-necked, tight-fitting shirts or blouses with skirts or pantsuits.
e) Apart from dark trousers and skirts, camel and beige are good options with darker shirts.
An important tip or two: Wear stockings skin coloured, not torn or laddered with skirts. If you wear a churidar-kurta, keep your
legs closer together when standing. It looks more elegant!
Accessories for women in a corporate setting
1.
2.
3.
4.

Shoes: Wear comfortable closed or semi-closed (pumps) leather shoes in black, navy, tan and taupe (dark grey), with half inch
to two-inch heels. White or any other pastel colour, stilettos, multi-toned, spaghetti straps, rhinestones, etc. are out. Polish your
shoes regularly, maintain the heels in good condition.
Bags: Coordinate your handbags ideally not larger than an A-4 size of paper with your shoes. Your best bet is a shoulder
bag, large enough to hold your papers, sundry womens things and a moneybag and yet leave your hands free.
Jewellery: Minimum jewellery in gold, silver, or platinum, is more professional than multiple bangles or chunky bracelets,
dangling earrings, and rings on the thumb or index finger.
Scarves: A scarf, draped well not only adds colour and style to a western outfit, it also serves to `cover and draw attention away
from ungainly and unflattering body bulges.

A tip or two: For an unexpected meeting with an important client, keep in your locker a spare shirt or dupatta to look fresh and neat, a
toothbrush and paste, a perfume and a deodorant, and other personal hygiene items. You never know when you will need all or any
one of these.
Reserve satin shoes, gold bags, silver-spangled velvet pouches, and zippered ankle, calf, or thigh-length boots for non-corporate
moments.
*** *** ***

PROFESSIONAL AND PUBLIC BUSINESS COURTESIES

6
Common business courtesies:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.

Be on time. Respect other peoples time. Do not keep people waiting or take more than your allotted time.
Keep promises and commitments, and your word.
Return calls within 24 hours.
Compliment publicly for a good job done, but not for personal, intimate issues, like a lovely hair-do, unless you
know for certain that it will be acceptable.
Reprimand in private.
Thank all even those who are paid for the service for a favour or a courtesy offered.
Do not use bad language.
Do not take family to official functions if they are not invited.
Do not run down anyone, in particular, an in-house colleague or a business competitor.
Do not bypass the line of command.
Do not brag, but do be proud of what you have achieved.
Do not gossip, or involve yourself in office politics or personal gossip.
Demonstrate respect in an appropriate manner, both verbally and non-verbally.

Unpalatable personal habits demonstrated in public:

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.

Do not dig your nose.

Do not clean your ears with a finger or a pencil.
Do not scratch any body parts.
Do not clean your nails with anything.
Do not continuously run your fingers through your hair.
Do not use gestures that have different meanings in different cultures pointing, okay, thumbs up or down,
calling signs, touching inappropriately, etc.
Do not sniffle or `snargle when you have a cold.
Do not crack your knuckles.
Do not bite your nails.
Do not yawn with your mouth wide open and noisily.
Do cover your mouth and nose when you cough, sneeze, and burp.
*** *** ***

VERBAL COMMUNICATION ETIQUETTE

7
`What we say is as important as `how we say it. The right words and tone help express our thoughts clearly. They also demonstrate
our upbringing, education, personality and our etiquette quotient. Good communication manners help create a positive self-image
and improve relationships. Here are some aspects of manners and etiquette in verbal communication:
Use the right words and tone of voice: Ill see you later can be an ugly threat or a welcome promise. Ensure that you do not offend:
1.

Avoid rude words and brusque tone of voice: You will have to be here by 4.00 pm. The right words and warm, polite tone are
gracious, courteous: We look forward to seeing you at 4 oclock in the evening.
2. Do not teach others how to behave: `You should have checked all this earlier.
3. Do not appear to order, You will have to call again later.
4. Do not ask in a demanding voice: Am I clear?
5. Do not pre-judge negatively and accuse wrongly, I know you will be late as usual with your report.
6. Do not use an accusatory or controlling tone, Why didnt you do it as I told you to? The obvious rude message here is: I am
senior. I can order you around here, so you had better do as I say, or else!
7. Do not be cold and unemotional: Its OK if you want to be with your sick child. Contrast this with: I am sorry to hear your child
is unwell. Please be with your son. Is there anything I can do to help?
8. Even if you do not like someone, it is still possible to be cordial.
9. Greet people with a smile. Offer a compliment on a nice shirt, a presentation well done, an achievement, etc. All this will
demonstrate a high level of courtesy.
10. Be positive: Make more pleasant, rather than mostly critical comments about non-work issues.
11. And of course, do not gossip, or spread rumours.
Use simple rather than complex and complicated words: A large vocabulary makes a person sound educated. Courtesy, however,
requires that rather than `impressing with `incomprehensible language, we `express by using simple, everyday, concrete words that
are easily understood by most people. Listeners may not have the time, patience, or confidence to ask the speaker what the word
means. So, do not deliberately or frequently use:
1.
2.
3.
4.

Long words (`merchandisable, instead of `saleable)

Uncommon or infrequently-used words (`quotidian, rather than `ordinary)
Archaic phrases (`Please be advised that instead of directly informing the reader)
Foreign words or phrases: ( `au contraire, instead of `on the contrary)

Use polite not foul words: Some people find it difficult to speak without using foul, obscene or abusive words in their sentences.
These words may not be spoken to abuse; they may, in fact, indicate affection between the two parties. Ideally, however, they should
be removed from the vocabulary, as they indicate lack of culture and poor etiquette, especially when with professional colleagues,
customers, older and important guests, and in formal situations.
Do use polite terms: `Thank you, `I beg your pardon, `Excuse me, `Please, `May I?, etc.
Be neither starchy stiff nor casually off-hand: Be naturally polite and courteous.
1.
2.
3.

Avoid over-prim and prudish: I crave your indulgence. This discourages easy conversation.
Also, avoid overtly casual: Hey! Got a moment? This sounds audacious, cheeky, even disrespectful, especially in professional
or formal situations. Instead say: I need 10 minutes to discuss vendor selection. Is this a good time?
Use `Sir or `Maam, to greet, but once they know the customers name, they should use it respectfully, with the correct honour
title, and as often as possible. This will also help them remember the name.

Show confidence rather than arrogance:

Truly confident people demonstrate good manners by listening without interrupting, without vehement disagreement. They are polite
and where necessary firm. They respect themselves and others: I see your point of view. May I explain mine?
Arrogance is false confidence: Look, I have a degree in banking, so I know what I am saying. Arrogant people consider themselves
superior to others and order others around without a `Please or a `Thank you. They can be vain and believe that they know it all.
They have an opinion about everything and can be very dogmatic, Well, this is how it has always worked here. Arrogant people are
not only poor learners, they demonstrate poor manners.
When dealing with customers, be extra cautious. If your response does not please the customer, he is likely to argue loudly. Repeat
your response with increasing politeness. Add `Id like to help you, in as many ways and times as you can, especially when the
customer is being sarcastic or unpleasant. All who hear you will recognise your high courtesy level.
Complete your thought: Some people start their sentences strong, but do not complete them: Our politicians are very. His attitude
is. This is poor communication, and can lead to serious misunderstandings. A boss tells a subordinate, I cannot make it to todays
meeting, so you. The subordinate does not know if he should cancel the meeting, or attend on the bosss behalf!
Do not interrupt: Interruption, which stops a speaker from completing his thoughts, is a breach of good manners. If it does happen
inadvertently, apologise politely at once, I am sorry. I did not mean to interrupt. Please continue.
Include all present in your communication: When communication limits understanding to a few, and the words used are not
commonly understood by others present, it demonstrates poor etiquette. Here are some prime examples:
1.

Jargon: Jargon is cryptic language used exclusively by members belonging to the same function. It is a quick, even necessary
way to communicate thoughts among those who are aware of the context. It becomes a matter of discourtesy when it excludes
others. Some examples of function-specific jargon:
Marketing: The viral marketing campaign worked because of research in client persona profile.
Finance: User-driven aggregation will compile all internet-accessible mortgage accounts in one place.

2.

3.

4.

5.

6.
7.

8
Internet: Make sure that the splash page and the home page invite maximum hits on our website.
Communication: All users must upgrade and engage more with text-based communication processes.
Abbreviations: Some abbreviations have become an integral part of our everyday speech, such as lab, phone, mike, ammo,
promos, etc. Other uncommon short forms, such as ordi (ordinary), hospi (hospital), diro (director), senti (sentimental), and straw
fro yo (strawberry frozen yogurt), however, are created to impress and advertise exclusive membership to a group. This creates
barriers in communication and is also clearly rude!
Acronyms: Similar to abbreviations, acronyms are words formed from the initial letters of several words. Internationally known
acronyms (UNICEF, ISO, WTO, IBM, VAT, ETD, and FAQ), and SMS short forms (BTW By the way, HTH Hope this helps,
ASAP As soon as possible, LOL Laugh out loudly) are acceptable. If, however, they are formed at random and used in order
to appear fashionable, they degenerate to discourtesy. The acronymer: To ensure TP in any STP, announce the LTP first You:
Sorry, what is LTP? Acronymer, patronizingly: Long-Term Planning. You, with sudden insight, Oh, so STP is Short-term
Planning! Acronymer, pityingly, No, STP is Software Technology Park, and TP is not Transportation Policy, it means Total
Profitability. Simple, isnt it?!? Unfortunately, NTM, Not To Me!
Slang: This is casual language that sounds okay from the mouth of young college-goers, but immature when spouted by
professionals. There is a thin line between being playfully casual and carelessly impolite. Imagine one business colleague telling
another in a meeting, Look you guys, it is not hip to invest moolah on frilly threads. Dude, chicks today think that severe shirts
are cool. The language is too casual to show respect.
Foreign words or phrases: Some foreign phrases have become deeply integrated in the English language, and are easily
understood. If however, a speaker deliberately uses them to sound `foreign educated, he actually demonstrates poor
communication etiquette. Congratulations all! The deal is almost a fait accompli (accomplished fact), nest-ce pas (Right? Isnt
that so?). So, let us have a verre de vin (glass of wine) in my pied--terre (home / flat), not today, but maana (tomorrow)! And
yes, being late is verboten (forbidden), so observe hora inglesa (punctuality / the English hour)!
The native tongue: Avoid talking in your mother tongue when with those who do not know the language. It excludes others
present. It may make them wonder, Are they talking about me? Unless, of course, you are obviously explaining or translating
for someone who does not know the language.
Whispering in public: Whispering in public excludes others present, and is therefore extremely rude. Similar to using the native
tongue in public, it makes others wonder, What are they saying about me? if it becomes absolutely essential for official
purposes, do not glance at others as you whisper.

If our words confuse, or sound pretentious, they demonstrate as much lack of good communication manners, as not using polite
phrases of greeting, thanking, or apologising.
More Courtesies in Communication:
1.

Do not use slang (guys, dames, moolah, booze), jargon, and internal acronyms with external parties, filler words such as
`you know, `you see, `I mean, and lazy `uhhuns and `hmms.
2.
Do not mumble, speak too fast, or too slow, too loudly or too softly, in a nasal, whiny twang.
3.
Do not be careless in your speech using `gotta for `got to, `gonna for `going to, etc.
4.
Do not use `Yeah, `Sure and `Nope or `Nyah, particularly in official situations.
5.
Do not click the tongue or make a `tcha dismissive sound.
6.
Do not address a female colleague as `honey, or talk about women as `females.
7.
Do not discuss your health, your wealth, cost of items, and controversial religious or political issues with clients.
8.
Do not indulge offer gossip on anyone.
9.
Do not get the reputation of the `naughty, `off-colour joke narrator.
10.
Do not smirk or sneer.
*** ***** ***
COMMUNICATION NON-VERBAL COURTESIES
Effective communicators can `read the unspoken, unwritten thoughts and feelings of others, by `listening with their eyes to what
people `say through their body language. Here are some important non-verbal cues:
CLOTHING: The colour, texture, neatness and style of ones attire reflects the appropriateness or otherwise of the situation, the
environment, and ones thoughts and feelings. Generally, someone in a pair of Jeans and a T-shirt or informal wear, indicates a
relaxed mood and openness to informal conversation, while a person in a conservatively cut dark suit, a tie, laced dark shoes, may
indicate that he is serious minded, or currently in a business mood.
Similarly, a bright, red, yellow, or green, may indicate a current, happy, carefree mood, while a general colour preference of sober,
conservative hues, indicate a serious, business-like and perhaps even shy person. The level of neatness tells us whether the person
is careless, methodical or careful.
GESTURES AND POSTURE: The natural movements of the hands, arms, neck, shoulders, and head speak their own language.
Gestures are most accurately read in conjunction with other non-verbal cues.
Nodding the head: I am listening / Yes. Shaking the head: No. Shrugging the shoulders: I dont care / I do not know. Drumming
fingers or fidgeting: I am getting impatient / I am not interested / Hurry up. Clapping hands: I am happy / I approve. Arms folded
across the chest, or in the pockets: I am not involvement / I am shy / I lack confidence.
Posture is the way we stand, sit and walk. Sitting up straight: I respect you. Leaning towards the speaker: I respect you / I am
interested. Leaning back: I am relaxed / Let me think about this. Sitting with knees down up to the chest: I am lonely. I need
comforting. Crossing the leg towards one neighbour: I feel closer to you. Walking while looking ahead, hands in pockets and a casual
stride: I am relaxed. Walking slowly, hands in the pockets, looking down: I am in deep thought. I am dejected. Standing with eyes
downcast, arms in a `namaste pose: I revere / respect you. Arms akimbo: Dont mess with me!

9
FACIAL EXPRESSIONS AND EYE CONTACT: The mouth, the eyes and the eyebrows express various thoughts. For accurate
interpretation cy, eyebrow cues should be interpreted along with the accompanying facial expressions.
The eyes are the most reliable indicators of whether a person is happy, sad, amused, interested or disinterested, in love, or full of
venom! Teachers and parents use the stare to stop children from creating mischief or misbehaving. One reason why some people
wear dark glasses all the time is to stop others from reading their eyes!
Making eye contact: I am listening with attention / I am interested. Breaking eye contact downwards: I am shy / I dont want to reveal
the truth. Breaking eye contact upwards: I want to get away from a dull, boring, useless person.
Raised eyebrows: I am surprised / delighted / in disbelief / indifferent. Frowning: I am angry / I disapprove.
Biting the lower lip: I regret this / I can barely control my anger. A lop-sided smile: I mock you / I do not believe you / I do not respect
you. Tightly pursed lips: I am angry / I am displeased. A pleasant expression or a smile: I am pleased / I love this / I am happy.
PERSONAL SPACE: The amount of personal space or territory a person seeks for himself in a particular situation. Anthropologist
Edward T. Hall described four levels of social distance that occur in different situations:
Intimate distance: 6 to 18 inches: Indicates very close relationship between people. It often includes whispering, touching, hugs,
embraces, etc.
Personal distance: 1.5 to 4 feet: Occurs between family members or close friends. It includes sitting and standing close with people
one is comfortably with.
Social distance: 4 to 12 feet: Used with acquaintances, colleagues at work, and others one knows fairly well.
Public distance: 12 to 25 feet: Used when speaking to a class of students, or making a presentation to a group, or addressing a
business or social organisation.
Comfortable personal space differs from culture to culture. Indians, Arabs, Latin countries stand closer than people from North
America, United Kingdom, and Germany.
1.

When standing and listening:

a)
b)
c)
d)
e)
f)
g)
h)

2.

Make sure to stand tall, with your weight balanced evenly on both your legs.
Do not stoop, lean against anything, sway, or make any other distracting torso movements.
Keep your hands in an easy `at-ease pose behind your back, or loosely clasped at the waist level. Do not cross them at the
chest, or put them in your pocket, or hook them into your trouser belt, or hold them in front of you in the classic footballers
clutch.
Do not fidget with your ring, cuff-button or cuff link, watchstrap, pen, ear, collar, tie, any jewellery, or your own fingers.
As you listen, give active signs of listening: Look at the person talking to you. Give him your full attention. But, do not stare
stonily. Nod, smile, and make sounds to indicate `I am listening. Do not stare expressionlessly. Do not look away, down or
up. Do not frown unnecessarily.
To indicate `yes, nod your head up and down a few times. The side-to-side tilt confuses people. To indicate `no, turn your
head a few times left to right.
Do not use incorrect gestures such as pointing a finger at someone, holding up the hands in an `okay-Ive-heard-you-let-metalk-now sign.
Do not appear to smirk, frown, or look too stern. Smile or have a pleasant and attentive expression on the face, unless you
have reason not to.
When standing and talking:

a)
b)
c)
d)
e)
f)
3.

Do not interrupt, yet, when you need to, ask questions or respond to statements.
Bring your hands to the waist level to enable gesturing when you talk.
Use moderately wide and expansive gestures. Too closed gestures may make you appear shy and uncertain; too wide and
expansive may appear over-confident and even arrogant.
Stand tall, with your weight balanced evenly on both your legs.
Do not stoop, lean against anything, sway, or make any other distracting torso movements.
Do not fidget.
When sitting and communicating:

a)
b)
c)
4.

Sit up straight, either leaning forward or slightly back.

Avoid clasping your hands behind your head it may appear disrespectful.
Do not slump, shake your legs or play with things on the table.
When walking and communicating:

a)
b)

Do not crowd others, nor outpace or under-pace those you are walking with.
Lead slightly, if you are escorting a newcomer or visitor, as he will not know where to turn.

A tip: Do remember to get to your feet if in an official situation you are sitting and a senior officer or customer walks in, and in a social
situation, when a lady walks up to where you are.

*** *** ***

GREETINGS AND INTRODUCTIONS

10
Greetings:
1.
2.
3.

Respond to How do you do? with: How do YOU do OR, I am well. Thank you. And you? Do not merely say: Fine. Add
`Thank you.
At work, greet pleasantly everyone you see for the first time in the day, particularly subordinate staff. Do not go on an ego trip
and wait for others, including juniors, to greet you first. Initiate the greeting. Respond to all greetings, especially from juniors, with
a smile and pleasant eye contact, and perhaps a brief word.
Depending on the culture of the company, use Sir, Mr. or first names. If you are a new employee, even when you see others
address senior officers and women by the first name, wait till you are invited to do so, or ask how they would like to be
addressed by you. Do not use pet names at work.

Handshakes:
1.
2.
3.
4.
5.

The senior, older, more important person initiates the handshake. Peers make a spontaneous move.
In the office, both men and women always rise to shake hands. Ideally, walk out from behind the desk to greet.
Both men and women keep a firm grip. The initiator signals the end of the handshake by a final squeeze and release of the grip.
Smile and maintain pleasant eye contact as you shake hands.
While shaking hands, keep your grip firm, neither crushing nor limp. Release the hand when the VIP gives the signal to release
the grip. If your hand is clammy and moist, quickly and discreetly, but thoroughly, wipe it on your kerchief in your pocket before
offering or taking it.
In a social setting, the woman puts her hand out first. She may also remain seated, as may a very old man, when shaking hands
with a much younger or equal age person. At a cocktail party, hold your drink in the left hand. Keep your right hand free to shake
hands. In traditional cultures, if an older lady or man converses with a younger person, he is expected to put out his cigarette.

Exchanging visiting cards:

1.

2.
3.

World over today, the Japanese style of exchanging calling cards is in practice: Hold your card out, so that the writing faces the
person you want to present your card to. Hold the card, using the thumbs and index fingers of both hands to grip it at the left and
right tops. Bow as you extend the card towards the other person. The more junior bows deeper than the senior does. The
receiver takes the card with the same thumb and index finger in a `pincer movement.
When you receive a card, thank the presenter, but do not put it away immediately in your pocket or wallet. Do not fold or mutilate
it. Do not write on it. Do not use it to fan yourself, clean your fingernail or scratch your nose with it. Hold it with respect, look at it
with interest, and ask for any clarifications or correct pronunciations. Finally, place it in a proper cardholder.
If you are in a meeting with up to five or six people, place all their cards in front of you, in the order in which they are seated. As
they talk, look at the card to connect the name with the face.

Introductions:
1.
2.
3.
4.
5.

Introductions and greetings are the first indicators of professionalism and good background. In the office, the junior is introduced
first, thus: Mr Senior, may I introduce Mr Junior? Treat the visiting client as a distinguished guest: Mr Client/Mrs Guest, Mr Inhouse Manager heads Operations.
If a name is difficult to pronounce, say: Id like to pronounce your name correctly. Would you mind repeating it for me, please? If
you forget a name, say, I have some difficulty recalling your name. Could you help me, please?
If your name is mispronounced, say with a smile: People do have trouble with my name. It is Sun-you-k-ta.
Do not introduce yourself with: Myself Mr Rakesh. Do not prefix your own name with `Mr, when introducing yourself.
In social situations, the man is introduced to the woman: Ms Sagar, Meet Mr Aryan Marwah.
As you place your card in front of the VIP, say: Good morning Sir (`Sir is acceptable in England, in the armed forces, and in
formal government situations. Americans rarely uses the honorific.) I am Om Tejaswin from ANAO Exports. Thank you for giving
me time to meet you / talk to you. Men, when introducing yourself, do not prefix your name with `Mr.. Some women, however,
prefer to give their marital status. If the VIP is a lady whose marital status is not known, address her as Mz (pronounced `mizz).
*** *** ***

E-MAIL ETIQUETTE
11
E-mail has made life easier for corporate houses and individuals. E-mail, however, needs a code of conduct in place to ensure
effective usage. The task is difficult because users have very diverse cultures, traditions and tongues. A few basic etiquette
guidelines for all E-mail users.
SENDING E-MAIL:
1.

Create a subject line that reflects the message and its importance accurately. Often, recipients delete messages without reading
them because the subject line is not clear. When replying, refer to the subject line.

2.

Keep your messages simple, complete, yet concise. Make your major point (as briefly as possible), in the first twenty lines of
your message. These lines show up first, before you scroll down for further pages.

3.

Restrict yourself to one subject per message. If you have a number of subjects, send multiple messages. This enables recipients
to manage and store their messages in an orderly fashion.

4.

Dont get sloppy with punctuation and grammar. While grammar, spelling, and punctuation are important even in informal
messages, pay special attention to them for official mail.

5.

Underline subheadings for easy readability.

6.

Send copies only to those who really need them. Dont jam inboxes with copies to all your contacts.

7.

Post brief messages to a bulletin board. Lengthy messages waste time, space, and are not easy to go through.

8.

If you mean something in jest, use a `smiley (:-) to ensure that the receiver does not misunderstand your attempt at humour.
Use them judiciously, however. Over-use might appear too flippant, impatient, or angry.

9.

If you want to use text from somebody elses mail, take permission and acknowledge it. Extracting and using anothers material
without permission amounts to plagiarism. If you are forwarding somebody elses message with changes, let the original drafter
know the changes made.

10. All business emails require your name, designation, companys name, address, phone numbers, etc.
11. Reveal your identity. Do not pretend to be somebody else if you are using a common account.
12. A return receipt is a good way to know if and when your e-mail was read. Unfortunately, many recipients do not welcome it, as it
appears to seek an immediate response. So, be tactful and use return receipts judiciously.
13. Do not use the upper case for the entire message it amounts to shouting rudely. Express any difference of opinion with class
and dignity, not with rude and vindictive words.
14. Trim all formal messages till they are absolutely to the point.
15. If you are quoting, make sure that the quote is correct, and attributed to the right person.
16. Do not send unsolicited mail or copies to others. It is a prime and irritating example of poor etiquette.
17. Do not correct the grammar or punctuation of e-mail senders.
18. Sending a personal e-mail on a companys account is the same as writing a personal letter on a companys letterhead. Be
careful about what you write. A carelessly written message may embarrass you or your company. Laws on copyright,
defamation, obscenity, and fraudulent misrepresentation apply as much to e-mail as they do to any other written material. Since
all e-mail messages are open (as a postcard is!), take great care to express strong feelings, or share sensitive or controversial
information.
RECEIVING E-MAIL:
1.

Check your mails regularly. Acknowledge each message, if only briefly, till you give a detailed reply. If you are away, install an
answering system, announcing your absence, and who will handle your mail in your absence.

2.

Use an effective filing system for sorting and storing files. Delete all unwanted files to save space.
*** ***** ***

SHARING OFFICE AND PUBLIC FACILITIES

12
In times gone by, senior executives in companies sat in large rooms, isolated by walls and doors in their private castles. Middle level
managers had smaller, similarly bounded rooms. Junior level employees did share a common space, but the discipline of wearing
similar if not identical clothes, arriving at the same time, performing almost identical tasks seated behind rows of tables, enabled
them to anticipate behaviour and act predictably.
Today, particularly in large metros, most companies use open plan layout. One huge hall seats a large number of employees in
cubicles, which have no doors or floor-to-ceiling walls. Low walls that offer some privacy. Adjacent cubicles have employees from
various hierarchies and functions, performing different tasks, wearing clothes that range from formal suits to casual jeans and Tshirts, who arrive and leave at different times.
The advantages are many: Saving and optimum use of space, increase in collaboration and interpersonal interaction, greater sharing
of information and ideas. The awareness of what is happening around them keeps people informed and also enhances discipline as
people are visible. Open offices have the potential to enhance morale, boost creativity, and ensure greater productivity.
The disadvantages too are many: The feeling of being in a fish bowl, where every action and word is seen and heard by others, leads
to people seeking refuge in cafeterias, or in empty conference rooms to complete their assignments. Clash and conflicts increase, as
colleagues work in close proximity with dissimilar people who, thanks to flexi-time, come and go at odd times. Extreme efforts to
preserve personal space and property often lead to odd behaviour that impacts on others negatively. Facing annoying habits on a
daily basis and lack of privacy cause general distraction and disruption and result in low morale, high stress, and poor quality work.
To reduce distraction and disturbance caused by sharing space and facilities, it is important to recognise that some areas belong
entirely to individual occupiers, while other areas are shared with colleagues. Developing and communicating a set of expectations
and rules of common cubicle courtesy and behaviour will enable smooth sharing of office space and facilities. Here are some points
critical to managing shared office facilities.
CUBICLE ETIQUETTE
A.

Enabling concentration and reducing disturbance

1.
2.

3.
4.
5.
B.

Ensuring confidentiality and privacy

1.
2.
3.
4.
5.
6.
7.

C.
1.

Fortunately, the common seating style in cubicles is to sit facing away from the cubicle opening. This makes it difficult for
people to make eye contact with you and enables you to concentrate on your work.
Respect your colleagues attempt at concentrating on their work. Unexpected and constant interruptions raise stress levels.
Work quality, deadlines and targets suffer. If you need to talk to a colleague deep in concentration in his cubicle, return to
your chair and send an email, Wanted to talk to you about . . Saw you were busy. When is a good time to meet? This
courtesy will be appreciated, returned, and also replicated by others.
Essentially, a cubicle is a private area for the occupier. Barging in violates this private space. Pretend that the dividing wall is
a door; knock on it to draw the attention of your colleague; and ask if it okay for you to disturb him for a few minutes.
When you enter a cubicle, do not automatically take a chair; wait to be asked to sit down; or ask: I need five minutes of your
time. May I take a chair? then thank politely. Do not confuse courtesy (plain good manners) with formality (style of
demonstrating good manners)!
To politely indicate to someone taking too long in your cubicle that you need to get back to work, get up, and walk towards
the entrance to your cubicle. That is often hint enough.

Maintaining confidentiality and ensuring privacy are difficult in an open office layout. Respect your colleagues privacy
and they will, in turn, respect yours.
Do not read letters, notes, memos not meant for you. Do not leave your own classified matter lying open, and control
access to your confidential files on shared computers.
If you are using a colleagues computer at his workstation, do not read their emails; do not open cabinets or files, or
attempt to access any data without permission. Do not change settings, and if you do, return the settings to the original.
If a colleague is working on his computer, do not peer over his shoulder to read the file on his screen.
You would not like anyone eavesdropping on your conversation. Do not, therefore, listen in to other peoples telephone
or face-to-face conversations. Do not hang around a colleagues cubicle when he is on the phone. Signal that you want to
talk; then move away, and wait out of earshot, till the call is over.
Ensuring privacy is critical when a senior manager needs to reprimand a junior. It is best to do so in a private room, not
only because it embarrasses the one being reprimanded, but because it disturbs others.
Similarly, if a colleague must engage in debate with another, as soon as they realise that the debate is turning into an
argument, and a loud, acrimonious one at that, both must have the sense to suggest that they carry the discussion to a
meeting room, before the whole room is privy to their matter.
Managing noise and sound levels: If all fails, use headphones to shut out the constant noise!

Human sound levels: The commonest source of distraction and disruption in concentration in an open office is noise from around
the room. It frequently causes annoyance leading to stress and conflict.
a) Do not talk loudly. It disturbs others trying to concentrate on their work.
b) Do not crowd corridors or block passages by engage in social chit-chat in these narrow aisles.
c) Loud talk may also result in others over-hearing things not meant for them. Worse, two friends may exchange matter which
is acceptable to them, but inappropriate for others. The result is often repeating information out of context, breach of
confidentiality, repeat of gossip, and spread of rumours. So, do not discuss private and inappropriate matters in the cubicle.
d) Learn to talk softly. We Indians have a reputation for loud voices, and will benefit from this practice!
e) Do not shout over the divider top to talk to others. It disturbs and shows lack of consideration and culture. Consider quieter
options: use the telephone, send an email, or walk across to discuss!
13

f)
g)

Whether at your desk or in common areas such as aisles, etc, it is disturbing to hear constant chatter and loud, high-pitched
laughter. It is also distinctly unpleasant and impolite to hear colleagues engage in loud arguments or lengthy disputes.
Use meeting rooms for lengthy discussions and to ensure confidentiality.

2. Computer sounds and personal music systems: Any music played simultaneously from various sources is disturbing. When it
happens in an open office, it can be downright unpleasant.
a) Keep the volume of the start-up sound from your computer at the lowest level. Do not play film and music videos on your
office computer. Keep the volume of work-related video clips very low.
b) Even if your company allows personal music systems, use head-phones (though they are a germ-breeding hazard!). What is
music to one is a headache to another!
3.

1.

Telephones and cell-phones: A quick review of telephone-related issues:

a) Electronic noises travel louder and farther over open spaces. Keep the ringer volume on low.
b) Pick up the phone within two rings.
c) Talk softly on the phone. Be particularly careful not to argue on the telephone.
d) Keep telephonic conversations brief and to the point, yet remember all your courtesies.
e) Avoid using speakerphones. Even though they allow you to keep your hands free, they disturb others, and do not allow you
to keep your conversation confidential. To keep your hands free, use a headset.
SHARING PROPERTIES AND EQUIPMENT
Chairs:
a) If you need to borrow your colleagues chair for your guest, ask politely. Do not just roll the chairs over. After your guests
leave, place the chairs back. Do remember to thank your colleagues.
b) If you need your colleagues chair when he is not in his cubicle, do take the chair. When he returns, with a polite `Excuse
me to your guest, quickly walk over and say, I borrowed your chair. I hope it is okay. If it is common practice to borrow
chairs, signal a silent `thank you, and a verbal one when you return the chair. No matter how your colleague feels, your
courtesy will beget politeness.

2.

Stationary:
a) Ideally, do not borrow items such as staplers, pens, and erasers.
b) If you must, do return them promptly.
c) If you share a cubicle, put back in the right place all items of common use.
d) You have the right to direct a habitual `borrower-never-returner to the stationary room. Politely suggest: So that we both
have what we need, I suggest you get your stapler from the supply room.

3.

Computer:
a) Do not use a colleagues computer without his permission.
b) Even with permission, do not change settings. If you must, return the settings to how you found them.

4.

Printer:
a) If you print something on a shared printer, please pick up the completed task before the paper cools! Do not forget to collect
their printouts, which not only wastes paper, ink, toner, time and energy; it denies your colleagues the use of the printer!
b) If you have a huge print job, use the printer when it is least likely to be used by others.
c) If you are using a different or special paper for a particular job, please remove all your special sheets and put into the paper
tray the regular sheets.
d) If you see the `Fill Paper Tray light blinking, do not ignore it. It takes less than a minute to reload the tray with paper. It is a
small, yet thoughtful chore which others may emulate.

5.

Telephones:
a) If you share a landline and pick up a call meant for your colleague, take a message, ideally in writing. Include the name,
telephone number, date and time of the call.
b) To ensure that you have the message right, repeat it to the caller.
c) Keep the ringer volume low; talk softly; do not use speakerphones.

6.

Meeting rooms:
a) Arrive on time, whether you are the host or visitor. With back-to-back meetings taking place, if you want to ensure that
attendees arrive punctually, it becomes critical to start on time and close as scheduled. Unless there is special reason to, do
not wait for late-comers. It encourages them and others never to be on time.
b) Reserving a room in advance ensures that you will have a room free. Do not, however, unnecessary hog a meeting room,
especially when you know that the rooms are limited and in great demand.
c) Etiquette requires that you have in place and in good working order all the equipment and other items you need: projector,
markers, board erasers, handouts, etc. Attendees should not have to wait for you to procure them.
d) All attendees should turn off or silence their phones. If you are expecting an important call, leave with a courteous signal
and return as quickly as you can.
e) Vacate the room at the time promised.
f) After your meeting gets over, ensure that the chairs are back in place, pushed up against the table; cups of tea, etc, are
cleared; all papers and charts used in the meeting are removed; and whiteboard wiped clean. If you have borrowed items
from other meeting rooms, remember to return them after use.
g) If your meeting is in the cubicle space, keep the conversation volume low so as not to disturb others.

7.

Items on your table:

a) Do not clutter your table with too many business or personal items.
b) To ensure that you do not tempt others to take your expensive pen, iPod, lipstick, and cell phone, do not leave them lying on
your table when you are away. Lock your handbag and drawer.

14
SHARING TOILETS
1.

For both men and women:

a) Always, always remember to wash your hands before you leave the toilet.
b) After washing your hands, use the same paper tissue you have dried your hands with to wipe dry the counter space in front
and along the sides of washbasins, so that the next user does not lean against a wet surface.
c) Do not throw used toilet paper on the floor. Open the bin and discard the used paper in it.
d) Do not cram the toilet bowl with reams of toilet paper.
e) When you flush, ensure that all waste is flushed down properly.
f) Do not continue your conversation across the walls with others while you are using the toilet.

2.

For men:
a) If there are no separate urinals for you, and you are using the conventional bowl-type toilets, please remember to shut the
door behind you; lift the seat, and replace it after use; aim down the middle of the bowl so that the seat does not get wet. It
is both unpleasant and unhygienic to sit on a wet seat.
b) Do not glance at other users.
c) Remember to flush after use.
d) A special reminder to men: Always, always remember to wash your hands before you leave the toilet.

3.

For women:
a) Women, please wrap your sanitary towels in paper before throwing them in the dustbin. It is unsavoury, if not downright
disgusting to see a used sanitary towel facing you as you open the bin.
b) Please ensure that you leave behind no droplets of any colour on the seat.
c) If brushing your hair, do not leave behind fallen hair on the counter or in the sink.
d) Do not take too long while you touch up your make-up.
ENSURING PLEASING APPEARANCE: Pay attention to grooming, hygiene and attire.

1.
2.
3.
4.

Dress conservatively and neatly. Do not dress in careless shabby, sloppy or inappropriate attire.
Women should wear noiseless shoes and minimum jewellery, and use subdued make-up.
Men should have a very high standard of grooming. Shave everyday!
Maintain a high level of personal hygiene. Stale sweat odour is a huge put-off! Wear only freshly-washed clothes. Do
not remove your shoes at your desk. The smell of sweat from socks can be very unpleasant. Wear a light perfume or after-shave
lotion, not a strong over-powering one.
EXTENDING VERBAL AND NON-VERBAL COURTESIES

1.
2.
3.
4.
5.
6.
7.
8.

Greet all colleagues warmly, with a smile when you meet them for the first time in the day.
Readily and naturally, sprinkle words of courtesy in your communication: Sorry, I beg your pardon, Excuse me, Thank you,
Youre welcome, Certainly, etc.
If your phone rings when you have a colleague or visitor in your cubicle, say politely, Excuse me. Do you mind if I take this
call?. Politely tell your caller, I am with a guest (Do not say, .. with somebody .. ). May I call you later? Thank you. Remember
to call up later. This demonstrates a high level of courtesy.
Do not interrupt. If you do, apologise briefly and ask the other person to `please continue.
Do not adopt a rude, curt, or short tone unnecessarily.
Always contribute your individual response when a question is asked to all in a group.
Demonstrate your best manners always: Do not pick your nose, dig your teeth, clean your ears, bite your nails, scratch your
hair and body, yawn, sneeze, or cough without covering the nose and mouth.
Do not horse around in an unruly manner. Fun is important but rowdy behaviour in the office is disruptive.
MANAGING EXTERNAL VISITORS

1.
2.

Instead of inviting business visitors into a cubicle, see them in a meeting room.
It is okay if once in a very rare while your family or friends visit you in your place of work. If, however, you live a cubicle life, too
many casual drop-ins may dent your professional image.
DEMONSTRATING PROFESSIONAL BEHAVIOUR

1.

Office romances and treatment of women:

a) Office romances happen. Ensure that you do not demonstrate romance in overt ways during office hours. It embarrasses,
causes heartburn, and distracts.
b) A women executive should not expect a male colleague to treat her as if they are in a social setting. For instance, she
should not expect him to open doors for her, or pull out chairs for her.

2.

15
Eating in a cubicle:
a) Many companies do not permit food, tea or coffee at the table. Even if your company does, avoid eating at your table. It
looks messy; oily food crumbs leave greasy stains on paper; beverages can accidentally spill on the table, keyboard, or
papers; and empty cups and food packets look sloppy!
b) In many offices where people work round the clock, food at the table is permitted. If you must eat at the table, select `quiet
food rather than `crunchy items, and chew quietly. The noises of munching and hissing of cola cans being opened can
distract. Keep cutlery and other noises as low as possible. Avoid using heavy metallic implements and stoneware plates.
c) Do not bring strong pungent foods. The odour from fish, raw onions, curd-rice, and radish parathas can foul up the airconditioning for hours after you finish!
d) Eat neatly and remove all evidence of eating as soon as you are through. Even if your office has cleaning staff, you do not
want the reputation of `the one who leaves his table a mess after eating!
e) Do not chew gum while working. It reminds people of a cow or buffalo chewing the cud.
f) If there is a kitchen with microwave and refrigerator on site, use them neatly. If food spills on the microwave base plate,
please clean it up. Please do not leave food sitting for days in the fridge. Sometimes, it can create a new life but you can
neither adopt it, nor eat fungus!

3.

Gossip:
a) Ensure that you get the reputation of never being interested in or contributing to gossip.
b) Do no engage in whispered, nudge-nudge conversations, and sidelong glances at colleagues. Do not spread malicious
gossip or talk ill about colleagues.
c) Be aware of office politics, but do not contribute to manipulative office games.
d) Do not inform others about minor misdemeanours by colleagues. Blow the whistle if there is an official policy in place or you
are officially asked to report formally.

4.

Neatness:
a) It is important to keep your tabletop clean and neat always. When you share a cubicle, it becomes critical to ensure that
your table does not look messy. An untidy table not only indicates a disorganised person, it can cause irritation to a neat
colleague.
b) If you share stationary, ensure that you replace things so that your co-worker can find them easily.
c) Do not place too many personal items on your table.
d) If your company has rules about what personal decoration is appropriate and what is not, obey those rules. In the absence
of any norms, use common sense to ensure that whatever you use does not offend religious sentiments, or sense of
decency.
ELEVATOR ETIQUETTE

1.

Etiquette tips for those waiting to enter the elevator:

a)
b)
c)
d)
e)
f)
g)
h)
i)

If the button is already pressed, do not press it again. While most people know that you press the `UP button to go up, and
the `DOWN button to go down, a number of people do the opposite! Do not press both buttons!
Please take your place if a queue is already formed. It is rude to push ahead.
Do not stand directly in front of the doors. Stand away to one side to let passengers exit down the middle.
Allow those exiting the lift to get out first. If you accidentally bock someones exit, step back and apologise.
Enter the elevator in an orderly manner, as per your position in the queue.
If you are inside and see someone running towards the lift, hold the door for them. Press the `Door Open button. Take care
to press the right button. The alarm button is often right next to the `Door Open button!
When the elevator stops on your floor, enter quickly. Do not make those inside wait while you conclude your conversation
with someone outside. Do not get your secretary to hold the lift till you walk out of your office.
Help and allow those who are disabled, in a wheelchair, carrying a large package, etc.
Finally, if you are only going up one floor, or down two or three, and if you have no medical difficulty, take the stairs,
especially during peak traffic times! You will reach your floor faster, enable others reach higher floors in less crowded lifts,
and keep your weight in control! Important: Ensure that the building stairway is safe, and the stairway doors to the floors are
open (which may be locked for security reasons) or else if you get stuck, no one may hear your cries for help! Ask the
building managers to put up notices saying that stairways are open for those going up or down one or two floors, and to
install call boxes in the stairwell at every 3 or 4 floors, so that someone stuck inside a stairwell can call security for help.

2.

Etiquette tips for those exiting the elevator:

a) Get off quickly when your floor arrives.
b) If you are too far back and your floor arrives, do not roughly push or elbow your way out. Merely say, Excuse me please.
People will shuffle towards the lift walls and give you way.

3.

Etiquette tips for those inside the elevator:

Managing behaviour:
a)
b)
c)
d)
e)

When you enter a lift in a fine hotel or an office building, it is nice to briefly greet those already inside, and those who join in
at the other floors. Return the greeting with a smile and a nod of acknowledgement.
When you enter, move to the back if your floor is one of the last, and of course, if it is possible to do so!
If you happen to be standing close to the panel, graciously take the responsibility of pressing the buttons for those who are
unable to reach the panel. Do be careful, however, to press the right buttons.
In a crowded lift, if you are unable to reach the button panel, it is okay to request someone: Would you mind pressing 6 for
me, please? Thank you. Demonstrate the same courtesy if the lift has a paid operator.
If a crowded elevator stops at a floor before yours, and you happen to be near the doors, shuffle to one side of the elevator
to allow easy exit to those getting off. If it becomes necessary to step out, stand near the door, hand stretched out to ensure
the door does not close before you can quickly step back in. In this situation, you have the right to be the first to step in.

16
f)
g)
h)
i)
j)
k)
l)

Some elevator doors close too quickly. If you are inside and see the door closing even as people are entering, hold the door
so that it does not shut in their faces.
If the lift is not crowded, do not stand unnecessarily close to others. In a crowded lift, if you do accidentally touch someone
or bump them with your bag or package, apologise at once.
Do not press all the buttons to see what will happen: The lift will stop at every floor, and nothing you can do then will help!
Your `fun or impatience will be an act of inconvenience to others.
It is discourteous to hold the `Door Close button at the same time you press your floor button. You will reach your floor nonstop, but it is inconsiderate for those wishing to get off or on at intermediate floors.
If you live in a high-rise, and are taking baggage up or down, ideally take the service lift, or wait for an empty lift or one with
enough space for you and your bags. Stand near but to one side of the entrance so that there is least disturbance to other
passengers, as you enter and leave the elevator.
Young couples should not engage in PDA (public display of affection). It is inappropriate and may embarrass others. It is
entirely incorrect to use the emergency stop button for a moment of privacy. A word of warning: Some modern lifts have
video cameras installed in them!
If you have children with you, do not let them play with the floor buttons, or create a racket in the lift.

Managing sights:
a)
b)
c)

Stand facing the door. Do not stand face-to-face with someone and breathe on his face! If you are so cramped that you
cannot turn around and must face the others, do not stare at others. Look at the `middle distance.
If someone has a sense of humour and says something amusing, Thank you all for being here today. I much appreciate the
time and trouble you have taken just, laugh along!
If you have had too much to drink, do not board the elevator without seeking help from someone.

Managing sounds:
a)
b)
c)
d)
e)
f)
g)
h)

If you are with a colleague or a friend, pause your conversation when waiting in the queue. Others may not be interested (or
may be unduly interested!) in what you have to say!
Once inside the lift, avoid continuing a personalised conversation with a colleague or friend unless it is the last few words of
a continuing conversation. Even then, use a low, soft tone.
If two people continue to converse, others should not join in. The only exception may be a public event of jubilation (winning
a match) or sorrow (death of a loved public figure). In any case, do not engage in a discussion that will be cut short
prematurely as your floor arrives.
Loud, hysterical laughter, lewd jokes, or licentious gossip about others is definitely crass. Singing, humming, and whistling
too are best avoided.
If you are listening to music on your headphones, or iPod, turn down the volume. It is odd to see a head bobbing in time to
the music!
Do not talk on your cell-phone inside the lift. It is weird (and often amusing) to hear a one-sided conversation, with or without
tonal variations!
It is rude to make fun of people who get off. Someone still in the lift may know the person!
If you have a cold and are coughing, keep your mouth covered.

Managing smells:
a)
b)

Modern lifts are hermetically sealed, airless spaces. Do not use overpoweringly strong perfume. Do not smell of stale sweat.
Do not smell of onion or garlic. Do not stink up the lift with body smells!
It is discourteous to smoke and foul up the air inside the lift. Worse, it is dangerous to smoke inside one.
*** *** ***

RENU MATTOO: PROFILE

Renu is an English (Hons.) from Delhi University, and a Post Graduate from XLRI, Jamshedpur, (one of Indias oldest
management institutes, well known for Human Resource Management), where her special interest lay in Organisation
Behaviour. She was awarded the Hindustan Lever Scholarship for both years, and also two gold medals The Abdul
Bari and The Kumarappa for academic excellence.
She taught post-graduate management students at XLRI for nearly 16 years. In addition to her teaching responsibilities,
Renu was also faculty head for placement from 1980 to 1992. Students and companies both credit her with XLRIs
excellent placement record during that period.
Renu started her own consultancy in 1992. Executives from over 600 companies in India and abroad have attended Renus
in-house and public training programmes, and those conducted through business federations, such as DMA and CII. Her
niche areas are Global Business Etiquette, and Presentation and Communication Skills.
Indias top business journals and magazines (India Today, Business World, Business Today, Intelligent Investor, HR
Capital, Femina, Cosmopolitan, etc.), and newspapers (Economic Times, Hindustan Times, Indian Express, Telegraph,
Pioneer, Amar Ujala, Dainik Jagran, etc.), and BBC and other TV channels have written about her and featured her work.
She has written over 400 articles, and been published abroad and in India. She is a column contributor on `Business
Etiquette to Indias premier HR journal, `Human Capital. Renu has been invited to read papers at various international
seminars in India and abroad. Her book on personal effectiveness is in the final stages.
She travels abroad extensively and often, to learn about global etiquette and to train. She enjoys crossword puzzles,
Sudoku, and reading and has a personal library of over 12,000 books.
Renus husband Ashok, now an independent corporate consultant, was Tata Steels Director, Town Services. A sports
administrator, he was President, Indian Amateur Boxing Federation for four terms, and Chef-de-Mission, India, for the
Kathmandu SAF Games, Seoul Asiad, and Sydney Olympics. Ashok has also been Vice President, Indian Olympic
Association Treasurer IOA, Treasurer, Commonwealth Games 2010, and President, Hockey India.
Renu has two daughters, both schooled in Sanawar, Himachal Pradesh. Meeta, an MBA, ex-Citibank, current Feng
Shui enthusiast, is married to Vikas Sagar, Director, McKinsey. They and their three children, Abhimanyu, Naima, and
Om, live in South Africa. Sonal, an advocate from the National Law School of India University, is recognised for
compliance issues and investigation into cases of sexual harassment. She has one son, Aryan and lives in Gurgaon.
Renus four grandchildren are her special joy.
*** ***** ***
CONTACT AND CORRESPONDENCE DETAILS FOR RENU MATTOO

Address:

K 1487, Palam Vihar, Gurgaon 122017, Haryana, India

Landlines: (124) 2365464; (124) 2365474

Mobile Nos:

Renu Mattoo: 98101 29090;

Ashok Mattoo: 98100 38603;
Sonal Mattoo: 98107 40465.

Email ID:

mattoo.renu@gmail.com (Most preferred mode of contact.)

*** ***** ***