Concept of Business etiquettes, Personal grooming,

Business etiquette is about building relationships with other people. Etiquette is not about rules
& regulations but is about providing basic social comfort and creating an environment where
others feel comfortable and secure, this is possible through better communication.
Business etiquette instructs on you how to present yourself professionally in different cultures.
The keys for making a good impression are dressing appropriately, your body language,
presenting your business cards, gift giving, conducting meetings and many other important
elements.

Business Etiquette and Grooming

Learning Objectives

1 To introduce students to business etiquette and grooming.

2 To familiarize students with dress and grooming in a formal set up.
3 To explain the importance and the use of courtesy.
4 To familiarize students with table manners observed at business lunches and dinners.
5 To introduce e-mail etiquette, telephone manners and overall conduct at the place of work.
6. To explain the use of time, space and things in the world of work.

Introduction

How many times have we fumbled using forks and knives and chopsticks? How many times
have we extended our hand for a hand shake which has not been reciprocated on time leaving
both individuals embarrassed? How long have we fussed over what to wear to a semi–formal
official party? Well, the answer to all these questions lies in what is going to unfold. Today,
professional looks, corporate manners, these terms have gained a lot of importance. Thanks to
globalization, work places have become a microcosm of the world. We find ourselves often
confused as to how to behave, so that no cross - cultural barriers are created while
communicating in a multi-cultural set up. In order, to overcome these problems we could
encounter at the world of work, we need to familiarize ourselves with acceptable professional
behavior and groom ourselves accordingly.

Dress and grooming

The first impression of any individual is created by external appearance. Even products are
thoughtfully packed for instant appeal. It is imperative that we take utmost care of our
appearance; of which our clothes and grooming are an integral part.
One should be appropriately dressed for any occasion. Care should be taken that one is neither
over nor under dressed. The minimum requirement is that clothes should be ironed. Women have
an array of clothes to choose from, however in order to create a positive impact senior executives
should wear either a saree or a business suit comprising a jacket, shirt, and skirt. A trouser if not
well tailored looks clumsy. Middle executives could also follow the same dress code. They also
have the option of wearing salwar suits. Jeans even if allowed should be strictly avoided, as it
doesn't create a positive impression. Women should take care that clothes are not revealing. Low
cut blouses and short skirt lengths should be strictly avoided. Bright, gaudy colors should be
avoided and pastels should be preferred.
Clothes with large floral prints or large checks are a strict no.
Accessories should be appropriately matched. Handbags have to be neatly organized, in order to
avoid spilling things in others presence, also they shouldn’t be too huge, torn or tacky looking.
Makeup shouldn’t be too loud and colors have to suit one’s skin color and dress.
As regards jewellery, it has to be minimal, dangling earrings should be avoided and the number
of finger rings should be one per hand(for both men and women). As regards foot wear,
uncomfortable pencil heels should be avoided.
Hair should be neatly tied or cut, shoulder length hair is manageable, thus preferred. It is
essential to wash and keep hair absolutely clean on a daily basis.
Men should also take care to wear matching shirts with trousers. Shirts should be lighter than the
suit and the tie darker than the shirt. Pastels should be preferred over bright colors.
Senior executives should wear neatly tailored suits. Suits should be formal and light colored in
tropical country. Official meetings should not be attended in blazers.
Belts should match shoes and if cuff links are used they shouldn’t be cheap looking, with the
polish worn off. Shoes should be polished and should be in shape. Shoes should be either brown
or black and white clothes should be strictly avoided. Buy the best you can afford. Clothes
shouldn’t be stained and seams shouldn’t be ripped (especially collars and hand cuffs).Wear a
watch that reflects your personality.
Personal hygiene should be maintained. Nails should be clipped. Garish/gaudy nail enamel
should be banned (especially dark reds and blues).Oral hygiene should be observed and mouth
fresheners should be kept handy. A neat hair style should be maintained and hair should be
neatly combed and appropriately set.
At a formal party it is a better idea to find out the dress code in advance and if not intimated, one
should find out from the host about the dress code. Above all one should remember that it is
better to be dressed simply, instead of being over or under dressed. One should remember it
always helps to look your best, because people like to have good looking people around them. It
makes them feel good looking too. Finally one should evolve one’s own signature style.

Courtesy

It is said that, “Handsome is what handsome does”. It is important to be physically appealing but
it is of no use unless it is complemented with courteous behavior. One shouldn’t reserve best
behavior for special occasions.A uniform set of social codes should be followed, that shouldn’t
discriminate between individuals one considers important or otherwise.
As Erastus Wiman says, "Nothing is ever lost by courtesy.It is the cheapest of the pleasures,costs
nothing and conveys much.It pleases him who gives and him who receives and thus,like mercy,it
is twice blessed."
One must recognize other people’s work, appreciate efforts.It is said that nine positive comments
counter a single negative remark. Appreciation is always welcome from all quarters by
everyone.Especially,freshers crave for appreciation from superiors,so superiors shouldn’t be
cutting in their remarks about juniors.Have realistic expectations from others and oneself,so that
there is no confusion.It’s best to be transparent and honest in dealings in order to be credible.
Conversations should be sprinkled with words like Thankyou,Please,Excuse me.Try to maintain
eye contact with as many people as possible while conversing.
However,one’s response to the question ‘Do I think of others more than myself?’,should put
things in perspective.After all,being courteous is nothing but being honest,fair,putting others
before oneself and being accountable.
 Conversations and small talk at official gatherings

In order to be liked,one should be a skilled conversationalist.No body is a born speaker, one has
to make conscious efforts to be good at it.This can be developed by reading and being generally
aware of things.
Positive people are liked by all, so be positive and do not indulge in gossips.
At a social gathering it helps to show interest in others, of course one should avoid controversial
and personal questions.Sense of humour is vital to being liked by all. One should be careful that
laughs and giggles shouldn’t be at somebody else’s expense. If people around are known and you
notice that someone is being left out of conversation,then try to include them in your
conversation and put them at ease.However,do not go out of your way in doing so,as it is your
host’s responsibility to keep people engaged,nonetheless,you can contribute in your own small
way.It’s possible that we tend to forget people’s names,in such a case,try to make the situation
light by cracking jokes about how forgetful you have become generally,and be honest about
having forgotten people’s names. You could also start as, "It’s been one of those days. Please tell
me your name again." Do not cling on to people at social gathering nor should you allow others
to do the same to you. In order to gracefully exit, suggest the food table or rope in someone to
make your exit. TO CALL POOL OF PEOPLE TO DO SOMETHIMG.

Power lunches and Dinners

Today, business is not limited to closed rooms, it is all encompassing,the concept of power
brunches,lunches and dinners is an accepted way of doing business.Time is thus utilized to the
fullest.It is said that," Dinner lubricates business."
Multi- national organizations conduct intense interview sessions for senior and responsible
positions that span across the entire day, observe table manners of candidates and their overall
conduct over lunch/dinner which is part of the interview ,which contributes a great deal to the
final decision making process.
The way an individual eats, conducts him/her does reveal a lot about one’s upbringing and social
background. It is aptly said, "Tell me what you eat and how you eat and I will tell you what you
are." Thus a lot of care should be taken about how one conducts oneself at such occasions.
Firstly, personal addictions should be kept at bay. Smoking is banned at public places, and if
one wishes to indulge in smoking, it should be done in areas allotted to do so. Drinks should be
consumed within limits, at least at official gatherings .Follow the lead of the most senior at the
table that will set the tone. Allow a more senior person to be the first person to order alcohol.
Cell phones should be put on a vibrating mode. Try to confine your conversations to business
related talks. Wait for all to start eating, unless most senior announces it is time to eat it is not
correct to start. Napkin should be placed on lap during eating. The dinner should begin with the
outer most utensils. Take bite-sized pieces of finger foods and mind you, no double dipping. For
soups, fill spoon by moving it away from you. Use edge of the bowl to wipe off drips from the
spoon. When finished with the soup, place spoon on saucer or at four o clock position.
Avoid seasoning food quickly, it shows that you are overall a disorganized and impulsive
individual. Remember that servers serve from left and remove from right. Always cut one piece
of food at one time before cutting another piece of food. Put elbows on the table only in between
courses .Clasp hands in front to look attentive and interested.
At buffet dining, plates shouldn’t be overflowing with food. Care should be taken of not mixing
foods and serving utensils. While serving oneself one should take care not to sneeze or cough
and control the urge to taste selections-however delicious the food looks. If Chinese cuisine is
on the menu, use chopsticks only if confident, the twirling and swirling sessions should be done
at home and knives should be avoided completely to maneuver .Personal chopsticks should not
be jammed into a common dish.
Using knife and forks Forks should be held in the left hand and the knife should be held in the
right hand. The knife should be used to cut the food, after which the fork and knife, should be
laid down and the fork should be shifted from the left hand to the right and the food should be
speared to the mouth. The fork is also used to scoop up the remnants, corn kernels peas etc. on
the plate. In Europe the fork is held in the left hand and the knife is used to push food on to it and
the fork carries it to the mouth .Corn kernels, peas are squashed into the fork for delivery to the
mouth .A fork should never be used to stab a dish. Also never cut up all food at once. For finger
foods, watch your hosts, seniors to determine, whether forks will be used for finger foods.
Once eating is done, place fork and knife in the middle of your plate, side by side. The fork tines
up or down, the knife to its right, sharp blade pointed inwards towards the fork. If a fork, knife or
spoon is missing always ask your host to replace it. If a fork or food drops to the floor, ignore,
and quietly ask the server to provide for another one.
Eating and passing food:
While eating it is impolite to cut up all food at once .Bread should be broken into two pieces, and
butter should be spread only before putting it in your mouth. If someone takes your bread plate,
don’t make an issue out of it or point it out, you could use your dinner plate. It is impolite to take
food from someone else’s plate. A small portion can be offered on the bread and butter plate.
The bread plate is placed to the left and the drink to the right. Also try to avoid answering with
your mouth full. Try to redirect a question aimed at you elsewhere. If the person is insistent, just
smile with your eyes, point to your mouth and chew slowly. Don’t force the food down and don’t
even try to say a word with your mouth full. If you notice unclean utensils or something in food,
discreetly ask the server for new utensils /plate. As regards passing food, it should be passed
counter clock wise .However, if someone to your left asks for an item, pass it .Pass salt and
pepper together, even if one is asked for. As far as possible stick with known food, do not
experiment .Also, if you are allergic to certain food (eggs or mayonnaise), confirm about the
ingredients with the server or the host.
Excusing one:
Excuse yourself only for phone calls or if some gristle is stuck between your teeth.
To blow your nose or for obvious reasons.
After the food:
Once you are finished eating place utensils at 4 o clock and 10 o clock position. Take care of not
placing used utensils on the table cloth. Do not ask for a doggy bag at a business lunch/dinner.
Fold your napkin in such a manner that the soiled area is hidden and place it to the left of your
plate. Also if you soil someone’s clothes by spilling food/drink is ready to pay for professional
dry cleaning. Keep drink in left hand to keep right hand free for handshakes. Be prepared to pay
in case of misunderstanding of host roles. In case you have to cancel, call personally and
apologize in time don’t ever keep your host waiting .Send a thank you note or an SMS to that
effect.Finally,remember it is a business lunch /dinner, so food should take a back seat to
mingling and business.

Activity

(Total time-10 minutes)

1. You find hair in your food, you

A Show the strand of hair to everyone present.
B Call for the server and yell at him.
C Quietly ask for food to be replaced.
Ans.C.
2. You accidentally spill drink on your colleagues expensive sari, you
A Apologize profusely and try to clean the stain with a napkin.
B Apologize and act as if nothing has really gone wrong.
C Apologize and offer to pay for professional laundering.
Ans.C.
3. You are hosting a dinner for about 10 people at a restaurant. You have ordered the food for
everyone. You have also indicated where they should sit. Are you right in doing so?
Ans. Yes, you are saving on a lot of time by doing so.

4. You see a friend at a restaurant in the midst of a business dinner. You excuse yourself and go
to greet your friend. Where do you place your napkin?
A Take it with you.
B Fold it and place it on the left of your plate.
C Leave it on the chair.
Ans.C.
5At a business meal when do you start discussing business?
A.As soon as you are seated.
B.After the starters are ordered.
C.After the main course is ordered.
D.After the dessert.
Ans.C.

Do you know the definition of Business Etiquette? Business etiquette is about building
relationships with other people. Etiquette is not about rules & regulations but is about providing
basic social comfort and creating an environment where others feel comfortable and secure, this
is possible through better communication.

Social media communication platforms (i.e. Facebook, Linkedin) are evolving rapidly day by
day, as the concept of social media etiquette becomes a crucial part of business. Business
etiquette consists of two things. Firstly, thoughtful consideration of the interests and feelings of
others and secondly, being able to minimise misunderstandings. These are influenced by
individual behaviour & demeanour. Business etiquette instructs this behaviour.

Business etiquette differs from region to region and from country to country. This creates a
complex situation for people as it is hard to balance the focus on both international business
etiquette and other business activities at the same time. Therefore, a wise step is to focus on
some key pillars of business etiquette.

Here are some key business etiquette tips that mean real success to business:

‘ Thank You ’ Note

If you want to differentiate yourself from others then never forget to write a‘Thank You’ note to
your job interviewer or your client. This will leave a good impression and also reflect well on
your company.

Know the Names

Give others respect by knowing their names which will increase goodwill and communication. it
is also worth management stepping back and acknowledging people individually for their good
work as this will enhance their self esteem and increase motivation.

Observe the ‘ Elevator Rule ‘

Be mindful of saying appropriate things at a job interview or client meeting. Don’t start
discussing business with a client or interviewer as soon as you step out of the lift. By doing so,
you avoid the risk of damaging your reputation.

Focus on the Face, Not the Screen

Never forget to switch off your phone and try not to use any other device just to prove you are a
multitasking individual. In fact, in the world of business this is considered bad manners.
Concentrate on the meeting and listen to what people are saying.

Don’t Judge

Everyone is unique in their own way and uses a different approach to deal with situations.
Therefore, if you disagree with another person’s approach instead of criticising try to understand
it from their point of view. By doing so, you create a friendly environment. Always remember
you get respect by giving respect.

Whether in business or between individuals, one concern is brand awareness. Individuals want to
be noticed both socially and professionally. People want to be remembered by others.

However, in the digital landscape you have to be very careful when trying to pursue your brand
awareness. Think carefully before doing. What we mean by this is that before creating a hashtag,
posting on a Facebook wall or texting – think how the other person will feel when they receive
your message.

Character, Behavior, Honesty.

Your character reflects your individuality and your behavior exhibits your personality. Business
etiquette encourages revealing your positive qualities. This helps your reputation.
Always be honest and remember that it takes a long time to develop trust and a good reputation
and only one small mistake to lose it. Business etiquette provides a framework for stating the
boundaries of terms & conditions, contracts and promises.

Sensitivity & Diplomacy.

A key pillar of business etiquette is sensitivity, meaning giving careful thought to every business
aspect before making a judgement. This gives a strong foundation to your business. Also,
thoughtless words and actions lead to a negative outcome. Being aware of business etiquette
encourages careful thought.