BUSINESS

ETIQUETTE
Professional English (MPU2222)
OBJECTIVES
At the end of the lesson, students should be able to:
1. Identify unspoken organizational protocols for
appropriate behaviour
2. Introducing themselves in formal and informal
situations by using appropriate terms of address
3. Seek ways to improve business or work etiquette

2
 ASPECTS OF
BUSINESS ETIQUETTE
1. Introduction to business etiquette
2. Improving business etiquette
3. Other basic rules of business etiquette
4. Unprofessional conduct

3
Introduction to
Business Etiquette
Although workplace
Business etiquette cultures and It is important because it creates a
is a set of manners expectations can vary professional, mutually respectful
and behaviours that between companies, atmosphere and improve
is accepted or the basics of business
communication, which helps an
required in a etiquette can be used
in almost every kind of office serve as a productive place.
profession.
workplace.

4
Improving
Business Etiquette
▸ Improving your business
etiquette can have a positive
impact on your career.
▸ Remember to use common
courtesy.
▸ Adopt the ‘you’ attitude –
consider others’ needs and
feelings first.
5
Greetings and Introduction
Greeting the people that you
come in contact with isn’t
only polite but it establishes
rapport.
It is important to greet
everyone with the same
degree of kindness.
A simple “Hi, how are you?” or
even a smile and nod is
enough.
However, adding more could
make them remember you
and view you as friendly and
pleasant.
Be considerate though. If
they appear to be in a rush or
not interested at the
moment, don’t force a
conversation on them.
6
Introducing Others
No one likes to awkwardly
stand with a group of people
who have no idea who they
are and what they are doing
there. It’s uncomfortable.
If you strike up a
conversation with someone
and are with a person that
they haven’t met yet, it is
polite to make an
introduction.
Give a little more information
than just their name though.
You might add the person’s
role at your company and
what they do.
This gives others some
background, but keep it
brief.
7
▸ It is important to know
the proper, formal way
to do this.
▸ The correct way to
make introduction is to
introduce a lower-
ranking person to a
higher- ranking person.
▸ E.g.: If your CEO is Dato' ▸ If you forget a person's
Ismail and you are name while making
introducing introduction, do not
administrative panic. Continue with
assistant Muhammad the introduction and
Danial to him, the say something like;
correct introduction "I'm sorry, your name has
would be; just slipped my mind."
"Dato', I'd like you to meet
Muhammad Danial."

Failing to make an introduction is a bigger faux pas (an embarrassing social mistake)
than making a mistake while introducing someone.

8
Addressing Others
Asking the questions
If you are unsure of what to call someone, it's
best to use a formal address or simply ask one
of these questions:
Answering the questions
▸ What should I call you? You might not be the only person wondering
about titles. Colleagues or acquaintances may
▸ What should I call your mum / the teacher /
not know what to call you. If they seem unsure
the manager?
about how to pronounce your name, or you
▸ Can I call you [first name] ? want them to call you something more casual,
▸ Is it okay if I call you [the nickname you've help them out:
heard others use] ? ▸ Please, call me [first name]
▸ What's your name? (use in a casual situation ▸ You can call me [nickname or short
like a party or classroom where first names form]are used)
are used)
9
Here is a guide to help you understand how to address people in English.
This can be a bit confusing, as it is difficult to decide what to call someone. Many people feel strongly about the
titles that are used, so if you are unsure, ask! It is better to ask and find out for sure than accidentally insult
someone.

MEN WOMEN

Encik [En.] + First name Puan [Pn.] + Married; first name

Tuan Haji + First name Puan Hajjah + Married; first name

Dato’ / Tan Sri + First name Cik + Single; first name

Mister [Mr.] + Last name – used when speaking with a
man and using his name
Sir - Used when addressing a man without using his
name
Datin / Dato’ + First name
Miss + First name / Last Name - Used to address an
unmarried woman
Misses [Mrs.] + Last Name - Used to address a married
woman who uses her husband’s last name
Mizz [Ms.] + Last Name can be used for a married or
unmarried woman. Often this is used in a business
setting. This is the best option if you are unsure
whether someone is married or unmarried.
10
General Telephone Etiquette
Despite the spread of email and text messaging, the telephone calls remain the
fastest, easiest, most direct way to communicate with another person.

Purpose of telephone calls:

▸ To make enquiries

▸ To order goods or services

▸ To provide information

▸ To make and confirm arrangements

▸ To make complaints about goods or services

11
General Telephone Etiquette
▸ Consult your organization’s rules for telephone use

▸ Answer as quickly as possible

▸ Speak clearly and distinctly, stating your name and the name of your organization
and have all relevant details

▸ Use a pleasant but professional tone of voice

▸ Transfer calls and deliver messages promptly to the correct personnel

▸ Be helpful. If you cannot help, find someone who can, or tell the caller you will call
back with the information
12
Here are some useful expressions for making and answering calls.

(Name of company). May I help you?

(Name of company). Can I help you?
May I know who’s speaking?
May I know who’s calling?
Who’s speaking, please?
Hold on, please, while I connect you.
Could I speak to Encik Malik, please?
Could you put me through to Encik Malik, please?
Could you connect me to extension 2527, please?
Could you tell me what it’s about?
What is it in connection with?
What is it regarding?
Who shall I say is calling?
Please hold. I’ll transfer your call.
I’ll pass your call now.
13
The caller may use the MAILBOX FUNCTION and leave a message if no
one picks up the telephone.
Recording an outgoing message:
"Hello, you've reached (your name) at (name of
organization). I am either away from my desk
or on the other line. If you'll leave your name,
phone number, and a brief message, I'll return
your call as soon as possible. Thank you.
Goodbye".
Leaving a voicemail:
“Hello, (the person name). This is (your name)
from (name of organization). I’m calling
regarding (the matter). Please return my call.
My number is (your contact number). Thank
you”.
14
Keep your workspace neat
A desk cluttered with old
coffee cups, piles of paper
and more Post-It notes than
free space, will distract you
and annoy others.
If you can’t keep your
workspace clean and
organized, then how will you
manage your work?
It is a question that
colleagues, clients, and
others will think.
Your workspace reflects on
your professional image as
well as on your company, so
clean it up.
Dust a few times a month,
develop a system of
organization and promptly
discard trash in the bin.
15
Show respect for shared areas
and items
▸ Working in an office often means that you are sharing the space with others.
▸ Many offices will have a shared kitchen or at least, a company fridge to store lunches,
snacks, and drinks.
▸ Don’t be the person that steals someone else’s food from the company fridge.
▸ Clean up after yourself. If you use the company printer, stapler or other office supplies,
then be respectful.
▸ Replenish paper and staples for the next person who uses it.

16
Put away your phone
▸ We've become so attached to our smartphones, tablets and wearable devices that it
can be hard to disconnect. However, there are times when pulling out your phone is
offensive.

▸ Texting or surfing the Internet on your phone during a meeting is plain rude. Checking
your Facebook feed or Twitter notifications in front of a customer reflects poorly on
your company and will likely cause you to lose that customer and your job.

▸ It's impossible to give someone your full attention when you are distracted by your
phone, so put it away. Switch it to silent or turn it off completely.

17
Other basic rules of business etiquette
▸ Use ‘ Please’ and ‘Thank you’ as appropriate
▸ Maintaining eye contact
▸ Smiling and offering a firm handshake
▸ Don’t interrupt
▸ Watch your language
▸ Acknowledge others
▸ Avoid the “Big Two” : Politics and Religion
▸ Be on time
▸ Be aware of nonverbal cues
▸ Be mindful of how others work
18
Unprofessional Conduct
Failing to display proper business etiquette won't help your career, but
engaging in unprofessional conduct could result in losing a promotion or
even your job. Never engage in the following inappropriate behaviors:
▸ Coming to work under the influence of drugs or alcohol
▸ Engaging in unethical practices, such as misusing company funds
▸ Engaging in sexual harassment
▸ Showing a lack of respect to superiors, peers, or subordinates
▸ Using foul language
▸ Complaining publicly about your organization or supervisor
▸ Engaging in divisive gossip
▸ Violating confidentiality
19
The rules of business etiquette may
change based on the location and culture
▸ If your business is global or you travel internationally for
work, research the business culture and etiquette. In some
cases, people are understanding if you mess up because of
a cultural or language barrier.
▸ You may not recognize it, but unspoken and implicit
business etiquette exists in even the most laid-back
company cultures.
▸ It can be difficult to figure them out at first, but following
these universal rules can prevent you from making an
embarrassing mistake.

20
“ People forget how fast
you did a job but they
remember how well
you did it.
Howard W. Newton

21