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In order to
communicate effectively with the diverse elements in today’s business
environment, learning the rules of etiquette has become a necessity. Let
us examine some of the areas where you need to pay attention to the
rules of etiquette.
Handshakes
and nametags
When you greet
someone in the business arena, it is generally followed by a handshake.
There are no set rules about who should extend his or her hand first.
Just ensure that your
handshake is firm and portrays confidence. A limp handshake indicates
that a person lacks confidence or worse still, is disinterested in the
communication.
Most people prefer to
place their nametag on the left shoulder. However the best place for the
nametag is high on the right shoulder. In this position it is easy to
read the tag while shaking hands with the other person. If you place it
on the left it is awkward and difficult to read the tag while shaking
hands.
Telephones
Most of us are used
to answering the phone with a simple ‘hello’ at home. Some of us
tend to do the same at the workplace. However this sounds rude and
extremely unprofessional. When you receive a call at work, greet the
person at the other end (Good morning, good afternoon) and then state
the name of your company followed by your own name.
If you have made the
call ensure that you identify yourself at the outset and state the
reason for the call.
The thumb rule for
telephone calls at the workplace is that they should be brief, precise,
and to the point.
Electronic
communication
We are living in the
21st century where we are besieged by electronic modes of
communication such as emails, speakerphones, car phones, cellular
phones, and fax machines.
If you are using the
speakerphone make sure that you have informed the person at the other
end. While using cellular phones at the workplace make sure that you
have turned the ring volume low so that you do not disturb the people
around you. Car phones are useful if you have a job that dictates you
spend more time on the road then at your desk. Email is a quick and easy
way to send messages to people. However most people tend to regard it as
an informal means of communication even when it is used for professional
reasons. While sending en email remember that you must adopt the same
rules of propriety that you would use while communicating with a person
through a letter or any other mode of written communication.
When you send a fax
to someone always ensure that you send a cover letter stating the
sender’s name and telephone number, the recipient, the total number of
pages and the date. Never send unsolicited fax unless it is urgent.
Letters
Writing business
letters is an art that most people need to cultivate. Unlike friendly
personal letters, business letters should be brief and to the point.
Avoid wasting the other person’s time with unnecessary trivia. Avoid
trite and general comments such as “Thank you for taking the time out
of your busy schedule to see me.” Instead try to be as precise and
specific as possible. Avoid addressing someone by the first name in the
salutation and then signing off with your full name. It conveys the
impression that you are talking down to the other person. Ensure that
you use your business stationery for business reasons and personal
stationery for personal use. Avoid mixing up the two.
Office
etiquette
Always make sure that
you greet the people around you when you enter your office.
While
visiting another person at the workplace:
When you are visiting
someone at his/her office ensure that you call ahead and fix an
appointment. Do not drop in unannounced. Ensure that you are punctual.
Observe the normal rules of decorum that you would follow when you visit
someone. Do not make yourself too comfortable at the other person’s
office by spreading your books and papers all over the person’s desk.
Do not overstay your welcome and linger beyond your allotted time. If
you need more time ask if it is convenient to the other person. If not
you can reschedule another appointment.
When
others visit you at the workplace:
If people visit you
at your office remember that you are playing the role of a host and act
accordingly. Always get up and come around your desk to shake hands with
the other person. Indicate where you would like the person to sit. After
the discussion is over summarize the main points and the further action
that needs to be taken. Once the meeting is over escort the other person
out of the office. Don’t leave him/her to find his/her way out. It
appears rude and ungracious to do so.
If you are busy or
tied up in a meeting and cannot attend to your visitors immediately,
ensure that your secretary makes them comfortable.
Business
entertaining
Many business
meetings may be scheduled over meals during the day or outside office
hours after work. While attending a business meal ensure that you keep
the purpose in mind and that you stick to the allotted timeframes. Power
breakfasts are generally scheduled to discuss something urgent that is
going to happen during the course of the day. They may also be scheduled
if the people involved have busy schedules during the normal course of
the day and cannot otherwise find time for the meeting. Power breakfasts
generally last for 45 minutes to an hour.
Lunch meetings are
generally held to establish contacts or entertain clients. They usually
last for an hour but may stretch up to two hours.
Business dinners
should be handled with care or else they may peter out into a social
evening. If you are meeting a client for the first time don’t suggest
a business dinner unless the client specifically requests it. While
scheduling a business dinner remember that you are encroaching on a
person’s personal time. Business dinners are ideal for cementing
professional relationships.
While paying for a
business meal there are a few things you should keep in mind. Whoever
benefits from the meeting generally pays for it. If there is no clear
beneficiary the person who extends the invitation pays.
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