Business etiquette

Perception equals reality

2 Stages of perception while during business
negotiation:

a) Initial perception- (immediate)

b) Sustained perception- (over time)
 Business correspondence

Until recently, the two main types of business

correspondence were memos and letters.
Letters convey messages outside of an
organizatiob, and memos convey messages
inside an organization.
Memo
Planning a message
Outlining your message
Write an effective opening
Order your arguments
Highlighting
Make documents inviting to read
Write the first draft
Telephone etiquette
General Do’s and Don’ts
Conference calls
Voice mail
interaction
 Mental rehearsal
Always prepare for an appointment
Interaction listening skills
Interaction listening skills
 Interactive moment

You shall plan your non verbal

communication as carefully as your
verbal behaviour.
Ice breakers
Interactive moment
Etiquette at business meetings
before the meeting
Starting the meeting
During the meeting
Ending the meeting
Social events
Business meals
Rules for the Host
Rules for the Host
Rules for the Guest
Ordering
Dinning etiquette
Table manners
Table manners
Sustained perception
Attitude
Integrity
 Civility

Positive regards for others

Sincerity
Empathy: Emotional Quotient
Tact and diplomacy
Respect for diversity
Self-discipline
Providing solutions to clients problems
Understanding office protocol
Diplomacy
 Motivation
Use the phrases that bring out the best in your listeners
Taking responsibility
Reframe questions proactively