BUSINESS ETIQUETTE

Do you agree that manners cost nothing but mean everything? Have you ever felt that good
manners have become rare? At times, social situations can be awkward. Even situations at
workplace too can be difficult, especially when people fail to understand that business
etiquette rules differ from those in other settings.

Business etiquette refers to practices that one must follow in a corporate setting, in order to
leave a lasting impression and build an enduring relationship. These are the unsaid rules.
Sometimes, due to a lack of understanding of these protocols, many people end up making
fools of themselves. Knowledge of business etiquette can bring a huge change in your
dealings with people. Therefore, everyone must know these unspoken rules in order to earn
respect and appreciation at workplace.

Let us follow these rules that would not only help us succeed in workplace but also add
value in our everyday lives.

Grooming and Personal Hygiene

Our clothes and appearance play an important role in creating a lasting impression. The
following tips would help you do just that:

 Maintain a good physical and oral hygiene.

 Wear simple, clean, pressed, well-cut and fitting clothes.

 Avoid tight fitting, low cut, ripped, torn clothes, extremely short skirts, shorts, tights
and fitness attire, as many organization consider it inappropriate.

 Use make-up, jewellery, and accessories minimally. Avoid cologne and perfume as
they can be intoxicating. Instead, use deodorant or an antiperspirant.

 Cover-up tattoos and body-piercing, if any.

 Shoes must be neat and polished. Avoid noisy footwear as they draw unwanted
attention.

 Above all, follow your organization’s dress code. If there isn’t any, then observe and
take cues from those around you.

Read more about corporate dressing for men and women, and how to dress
appropriately for an occasion.

Greeting and Introduction

Introduction and greeting can be challenging at times. Here are a few tips to help you glide
through it:
  Stand when introducing or being introduced to someone. When you stand, the
person immediately acknowledges your presence.

 Display an interest and enthusiasm in knowing the person. Smile, be confident and
have a friendly body language.

 Make direct eye contact while extending your arm to offer a firm handshake.

 Always clearly state your full name when being introduced or when introducing
yourself. Pay attention and remember the name of the person you are being
introduced to.

 Introduce a person by using title and last name. In case you forget a person’s name,
admit that you have forgotten his/her name and say, “I am sorry, I have forgotten
your name” or “I am unable to recollect your name”.

 Say “hello” or “good-morning” to your co-workers. If others say “hello” to you, then
you must greet them back.

 If you are the manager, remember to introduce junior level workers first and then
move towards senior rank.

Phone

We have become inseparable from our phones. However, keep the following things in mind
while at work:

During meetings:-

 Avoid using your phone. Keep its ringer off.

 Do not check messages, mails and send text as it’s considered rude.

 Do not keep your phone on the table as it indicates urgency.

While doing business on phone:-

 Speak clearly and slowly. Never chew gum, eat and drink during a call. Smile as you
speak and use a congenial tone.

 Keep all necessary information ready.

 Choose a place that’s less noisy and free from distractions.

 Seek permission before using speakerphone.

 Introduce yourself when you initiate or answer a call. Introduce all participants on
conference calls.

 Mention your name, purpose of call, and contact information while leaving voicemail
messages.

 Be familiar with your phone’s features like hold, transfer or adding participants.
  Avoid putting a caller or hold. If you may, then ask permission and do not put him/her
on hold too long. Better, inform and return the call. Make sure that you call back the
person as promised.

 Never interrupt the person who is talking to you, as it obstructs the flow of
information.

 Make sure that the caller ends the call first. Otherwise, gently end the conversation
and hang-up.

 Never use business phone for personal use. Avoid receiving personal calls on them
unless an emergency.

E-Mail

E-mail as an effective tool of business communication too can create that lasting impression
and dictate professionalism. Follow these guidelines to convey your message effectively:

 Use appropriate salutations, greetings, formal tone and language.

 Mention the specific purpose in the subject field to identify the content of your
message.

 Content should be brief, concise and error-free. It should be easily understandable.

 Always proof read and spell check the message before you click on send. Check the
recipient’s mail address to avoid mistakes.

 Reply to messages promptly, within a stipulated timeframe. Do not delete relevant

information while replying.

 If any message needs extra time before answering, acknowledge by sending a

message indicating that you are collecting the necessary information and will get
back to them within a specified time limit.

 Use “Reply All” feature only when you think the message is relevant to everyone it’s
marked.

 Use “Bcc” feature to send a mail to multiple persons.

 Avoid capital letters and exclamation mark. Use complete sentences that are
punctuated at right places.

 Avoid sharing and receiving mails on business E-mail id.

 Don’t circulate jokes or offensive materials as it’s inappropriate and might hurt other’s
sentiments.

 Sign off mails with your name, designation, company name, company website link
and contact number.

Body language:-
It's said that non-verbal communication constitutes nearly 95% of our message. Although it
is difficult to control one’s body language, the following points can not only ensure that our
message and our body language are in sync but also help us to “read” what others say:

 Stand with a straight back, shoulders and heads up. This posture puts you at ease.

 Sit straight with your legs kept together before you or cross it either at knee or at
ankle. Avoid shaking your knee as it indicates nervousness and can also annoy the
person sitting next to you.

 Maintain eye contact to indicate that you are paying attention. You may also nod your
head occasionally to show you are interested and listening.

 Do not run your fingers, play with your hair or fidget with pen or any other thing on
the table.

 Avoid making gestures using your hands.

 Smile often. Avoid expressions such as raising eyebrows, flaring nostrils, biting lips,
frowning etc. as each one of these has its own meaning that is to a large extent
inappropriate in the given situation. Read typical gestures and their meanings.

Networking and relationship building: - Behaving professionally in workplace is

necessary if you want to enjoy productive and fulfilling relationship with your boss, co-
workers and clients. It is equally essential in progression of your career.

 Arrive at work on time and greet everyone with a smile.

 Be a team player and help colleagues meet their goals too. Never give wrong
suggestions.

 Give credit and compliment your team members who contributed in the project.
However, never take credit for someone else’s effort.

 Takeout sometime for an informal small talk, participate enthusiastically in events

organized in your organization. Display genuine interest in the well-being of the
organization and your co-workers.

 Acknowledge your co-workers’ birthdays, promotions or any other personal

impactful event of their life that you may come to know about. It shows your
concern and thoughtfulness for them.

 Be polite and cordial to your colleagues. Respect them irrespective of their caste,
religion or designation as misbehaviour, rudeness and impoliteness leads to
negativity. Remember that saying sorry won’t demean you.

 Be flexible and open to suggestions. Accept positive feedback with poise and
negative feedback without being defensive. Don’t interfere, interrupt or argue with
the person when he/she speaks. If at all you disagree with that person, discuss it
privately and look for a win-win solution.

 Avoid over reaction and maintain composure.

  Avoid being too friendly or emotional at workplace because you might be taken
advantage of.

 Avoid taking sides, nasty politics, spreading rumours, gossiping, back biting,
interfering in someone’s work or peeping into cubicles.

 Avoid criticizing someone in front of others or making fun at work place. It’s better
to limit your interaction with the person as much as possible in order to reduce
conflict.

 Avoid playing blame games in organization. A face to face discussion of issues is

always better to reach a mutually acceptable solution.

 Accept your mistake and take ownership of it. Yes, it takes enough guts to accept
one’s mistake, but aren’t you a professional who can rectify and be careful in
future to not repeat it?

Boardroom etiquette:-

Let us go through some meeting etiquette in detail:

 Arrive on time and settle down at a place. Do not wander inside the room.

 Know /prepare information relevant to the meeting. Do your ground work and prepare
notes/agenda in advance to ensure active interaction and participation at the
meeting.

 Agenda should include the issues to be discussed at the meeting. Do not deviate
from the key points and keep the meetings short.

 Carry a pen and notepad as it will help in jotting down important points.

 Attend phone call during meeting only if it’s an emergency. Otherwise, it is advised to
keep the phone on silent mode in order to avoid distraction and break the flow of
meeting.

 Stay alert and listen attentively. Wait for your turn to speak. Participate actively in the
meeting. Offer suggestion or feedback when asked.

 Don’t fiddle with pen/pencil/notepad as it will distract those sitting next to you. Also,
don’t yawn if the meeting gets longer to end or if you find it boring.

 Avoid chewing gum or carrying your coffee/tea to the meeting.

 Never attend meetings in casual dress. Follow a professional dress code. Read how
to dress appropriately for an occasion.

If you chair the meeting, then:-

 Make sure that all the participants receive the agenda for the meeting well in
advance.
  Speak clearly and loudly while minding the pitch and tone.

 Use whiteboards, projectors, charts to explain in a better manner.

 Keep a Q & A session at the end for everyone to clear their doubts.

 In the end, prepare and circulate minutes of meeting across concerned

departments or participants, for them to take necessary action.

 Most importantly do not forget that a board room is not a battle ground.
Therefore, respect others and speak politely.

Workstation Etiquette:-

Your desk or cubicle is where you spend maximum hours. Hence it’s important to feel
comfortable in order to concentrate and contribute your best.

 Your workstation should be clean and organized. Throw paper, wrappings and
other unwanted stationery in dustbin.

 Keep all stationery at one place as it will be easier for you to look for them.

 Arrange files/folders at their respective shelf or drawer. Avoid keeping stacks of

files at your desk as it would only clutter your workstation. Label them to avoid
confusion. It will help you to locate them quickly.

 Don’t leave any document or paper loose on your desk. It’s a good practice to
staple or pin important documents together and keep them in their respective
files.

 It’s a good practice to keep a notepad and pen on the table to note down
important detail or contact numbers. Writing contact numbers or other details on
walls is childish.

 Avoid eating at your workstation as it attracts insects. Use cafeteria to eat your
lunch.

 Never peep into other’s workstation. Knock before entering your manager’s
cabin.

 Speak in a soft tone as other employees are sitting around you.

 Use extension phone or go to your colleague’s desk to speak to him/her. Never

shout from your desk as it’s not only bad manners but also will disturb others.

 Keep your personal belongings such as bags, car keys, earphones in your desk’s
drawer.

 Use a desk calendar to mark important tasks/deadlines.

 Ask the housekeeping staff to clean your drawer once in week.

 Turn off the resources that you use, when you retire for the day.
  Never bring newspaper from home and pile on your desk.

 Smoking at workstation is an offence.

Interview Etiquette:-

As a potential employee, the interviewer tries to judge you to ascertain on various

parameters. The following tips will help you do well in your interview:

 Telephonic Interview:-

 Choose a quiet place.

 Keep a pen and paper to note down necessary details.

 Keep your resume before you.

 Face-to-face Interview:-

 Be present at the interview venue twenty minutes before the scheduled time.

 Follow the professional dress code.

 Enter the interviewer’s cabin with confidence. Greet him/her with a warm smile.
Avoid shake hands if the interviewer is a female. Sit only when you are told to.

 Maintain an eye contact with the interviewer. Avoid looking or staring at blank
space as it would make you appear as dumb.

 Answer the questions honestly because a single lie might land you in trouble
later. Avoid making up fake stories.

 Be polite but firm. Take care of the pitch and tone of your voice.

 Stay calm. It’s normal to be nervous during interviews but your body language
mustn’t give away the hint to the interviewer. Remember there is always a second
chance, if you fail in the first.

 Sit straight. Avoid fiddling with pen/paper.

 Keep your cell phone in the silent mode. Cell phone ringing during interview is
completely inappropriate and looked down upon. Never keep your cell phone on
the table during an interview.

 Never chew gum or talk with candy stuffed in your mouth as it is extremely
childish.

 Keep your resume unfolded in a folder and carry all other relevant documents
inside it.

 Keep a passport size photograph handy.

  Never use vernaculars or one-liners in interviews. Avoid cracking jokes with the
interviewer as it is highly unprofessional.

 Remember to thank the interviewer at the end of the interview.

While Conducting Interviews:-

 The meeting area should be devoid of distractions.

 Make the candidate feel comfortable. Be polite and greet him/her warmly.

 Avoid asking too many personal questions. The interview could be a mix of open
and close ended questions.

 Make notes as you interview the candidate as a lot of other details could come up
during the interview.

 Ask the candidate if he/she has any questions. Clarify the questions he/she has.
Discuss all the details of the job, as the candidate should not feel that he had
been kept in dark about certain aspect of the job.

 Brief the candidate about company’s values, policies, and required procedures.

 Finally, ensure that the candidate is thoroughly involved in the interview and it is
not just one way.

Dining Etiquette:-

There are certain rules that one must keep in mind while eating lunch at the workplace and
also during office parties. Let’s go through them:

 During Lunch:-

 Eat lunch only during the assigned hours. Eat lunch at the cafeteria with your team
members. You may invite your boss as well. Dining together strengthens the bond
among the employees.

 When someone offers to eat lunch with you, do not keep that person waiting.

 Avoid eating lunch at workstation as it not only makes your desk dirty but also invites
pests.

 Avoid work related discussion at the lunch table.

 Do not start eating unless everyone else has settled down. If everyone has ordered
food from cafeteria then make sure that you start only after everyone has received
their ordered food. Its good manners to share your food amongst your fellow workers.
 Avoid bringing smelly food. Fish, chicken, crab or eggs leave strong odour which
permeate the office. If any food has become stale or rotten, throw it in the thrash
immediately. This way others would not feel uncomfortable due to the lingering odour.

 Eat without making a mess. Use cutlery if you need to.

 Do not make noise while eating. It irritates those sitting around you. Make sure you
chew properly with your mouth closed.

 Never talk or laugh with your mouth full. Swallow your food and then speak.

 Eat slowly to avoid burping in public.

 Do not pick anyone else’s food from their plates with your hand. The other person
might not like it. Use a spoon.

 Don’t stare at someone else’s plate.

 Finish your food properly. Avoid wastage. You are the best judge when it comes to
filling your stomach.

 Keep the utensils at the proper place after you finish eating lunch.

 Get up from the table when everyone has finished eating.

 Never pick your nose while eating. It is simply disgusting.

 Avoid attending phone calls during lunch hours unless it is an emergency.

 During office party:-

 Try to reach on time. Arrive at the venue a little early and check whether all
necessary arrangements have been made or not.

 Be careful about what you wear. Office party is not the place to wear skimpy,
revealing clothes, shorts or tights. Wear something which is appropriate. Avoid
wearing heavy jewellery to office parties.

 Do not bring your kid, spouse or any other family member at office parties unless the
invitation says so or mentioned by your superiors.

 Maintain the decorum of the place. Remember that your superiors are watching your
every movement. Don’t do anything which would embarrass others or questions your
upbringing.

 Office parties are a good way to bond well with your boss. This will help you later.

 Greet everyone with a smile and exchange pleasantries. Avoid making faces at your
colleagues who you do not. Office parties are a good way to know your fellow
workers. Hence, socialize with others, rather than standing at one corner and being
awkward.
  Try to avoid including alcohol in the menu. Drinking excessively at office parties is
foolish and one may even lose control over oneself, invite unwanted glances and
cause embarrassment. It might even cost you your job.

 Do not push each other in buffets. Wait for your turn in line.

 Do not load your plate with every available food. A sensible eater knows what to eat
and how much to eat.

 Eat in moderate quantities. Do not start eating unless everyone sitting around you
has received food. Eat slowly to avoid burping or farting in public. Once you finish
eating, keep the utensils at proper places.

 Most importantly, do not crack silly, rude jokes or pass lewd comments. Vulgar dance
moves are a strict no at office parties.

You are not the only employee who uses the restroom of your organization. A dirty and
unhygienic toilet is not only a big turn off but also a breeding ground of several diseases.
Therefore, it is essential to keep toilets clean and hygienic in order to avoid infections. Let us
go through some office toilet etiquette necessary for everyone to follow:

 Lock the door when you are inside the toilet. Don’t peep under the doors or knock
endlessly if someone is inside. Wait for that person to come out.

 Avoid carrying your handbag/laptop bags inside the washroom. Avoid carrying
expensive items to the restroom.

 Make sure you do not wet the toilet seat. If you spot dirt or stains on the toilet seat
ask the attendant to clean them.

 Never spill water on the floor as someone might slip and get hurt.

 Always flush once you are done.

 Inform the attendant in case of a dysfunctional flush or a leaky faucet.

 Wash or sanitize your hand with an antiseptic soap or sanitizer every time you use
the restroom. Use a tissue paper or blower to wipe off or dry your hands.

 Never spit on walls.

 Never take much time inside the restroom.

 Avoid taking cell phones inside the washroom.

 Do not throw anything in the commode. Use the dustbin.

 Close the taps after using the restroom.

 Never use the toilet for smoking as it leads to suffocation.

  Turn on the exhaust fan when you enter the toilet. Also, switch off the lights and
exhaust fan when you leave the washroom.

Learn basic dining etiquette and table manners, as many important career-related and
business discussions are conducted over meals. Dining etiquette varies considerably from
country to country, so be aware of key cultural differences. Visit the resources for additional
information.

Business Etiquette is one of the most important and also the most neglected part of a
professional’s life. Today, the work environment is changing rapidly. It’s our behaviour that
creates a basis for positive and successful relationship with our co-workers and customers.
Hence, being mindful and consistently applying business etiquette principles will take you a
long way in building positive work relationships, increasing your opportunities for success
and making your workplace more pleasant.

This was a small step in making you aware of the business etiquette that you are expected
to follow when you are interacting with people. We hope you are now ready to implement in
your life what you have learnt from this article. All that you need is just a bit of self-
confidence and a little bit of practice! All the best!