Persona…Everlasting Impression

Image Consulting & Soft Skill Training Institute

ISO 9001-2015 Certified

Tel : 9819106308 / 02235635711 Website : www.personaei.in

Email : a1persona@yahoo.com

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Image Consulting & Soft Skill Training Institute
ISO 9001-2015 Certified

What is Etiquette?

Where business is concerned the right behaviour can be a financial asset. In social life
also success and prosperity can be spoilt because money without manners loses half
its worth.
Etiquette refers to good manners required by an individual to find a place in the
society. It is important for an individual to behave appropriately in public to earn
respect and appreciation.
One must learn to maintain the decorum of the work place. It is important to respect
one’s organization to expect the same in return. No one would ever take you
seriously if you do not behave well at the workplace.
Etiquette is a set of rules designed to make life simpler instead of more complicated.

INTRODUCTION and GREETING

Your business image starts with the way you present yourself and with your personal
manners.
 Always have a Smiling Face
 Always Stand up
 Be sure to maintain Eye Contact
 Always have a Good, Firm Handshake
 Say your Name and something about yourself
(Hello, I’m Raj Shah. I work as Accounts Assistant in the Finance Department)
 Get the Names Right with the use of Correct title (Mr. Ms. Mrs. Dr. etc)
(A proper business introduction should include first and last name)
 Introduce the person of greatest importance, authority or title first
(President Mukherjee, I would like you to meet my brother, Raj Mehta)
(Gender or Age is not the deciding factor)

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Image Consulting & Soft Skill Training Institute
ISO 9001-2015 Certified

ATTITUDE

 Talk Positive about people and situation

 Don’t complain, criticize, confront
 Always acknowledge and appreciate people and situations
 Manage your EGO – “ I know it all ” – Attitude
 Don’t have a feeling of superiority
 Don’t be extremely sensitive – anything someone says don’t take things
personally and feel hurt
 Don’t talk down to people and pull others down
 Be considerate about your work and colleagues (Don’t feel good when others
suffer or feel bad)
 Be proactive and take initiative in your work
 Follow the company policies and protocols, maintain discipline
 Accept your mistake and correct it
 Remember “Boss is always right”

BASIC OFFICE/CUBICLE ETIQUETTE

 Do only office work during office hours

 Never adopt a casual attitude at work
 Do not use office stationary and equipment for personal work
 Do not eat or chew during office hours
 Manage personal life – don’t bring your personal work/problems to office.
 Mind your own business – avoid nasty politics and blame games
 Be organized, plan and work in team
 Be dressed professionally
 Be punctual
 Avoid loud phone conversations, especially of a personal nature
 Knock on the door before entering and take permission to enter
 Do not wear strong perfume or cologne

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Image Consulting & Soft Skill Training Institute
ISO 9001-2015 Certified

 Do not eat smelly food (fish)

 Do not stand in front of someone’s cubicle/workstations and carry on a
conversation
 Do not peep into someone’s cubicle, respect each other’s privacy
 Do not walk into a cubicle when someone is on the phone (leave them a note
or email instead)
 Do not open anyone else’s notepads, registers or files without their permission
 Keep your workstation clean and tidy, put things back where they belong
(stapler, hole punch, pen, tape, files)
 Learn how to use the copy machine (un-jam)
 Refill the paper tray in the copier if you empty it
 Clear the copier settings after using
 Keep nice note cards, candy jar etc. on your desk
 Use the intercom for talking with your colleagues instead shouting over the
cubicles
 It is unethical to share confidential data with any person not related to the
organization
 Make sure you turn off your monitor while you go out for lunch/tea breaks
 Switch off the light, fans, printer, fax machines, scanner etc. before leaving for
the day
 Never drink while you are at work. Smoke only at smoking zones

TELEPHONE/MOBILE ETIQUETTE

 Your voice/tone has to be pleasant and speak crisp and clear

 Actively listen and take notes
 Ask before putting someone on hold or transferring a call
 Start your conversation with warm greetings, confirm whether it is good time
to talk

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Image Consulting & Soft Skill Training Institute
ISO 9001-2015 Certified

 After dialing always reconfirm whether the person on the other side is the
desired person whom you want to interact with. Always say “Am I speaking to
Mike” or “Is this Jenny”
 Never call any person at odd hours
 Never put the second party on hold, always keep the information handy
 While talking over the phone don’t chew, eat anything. Ensure there is no
background noise.
 After completing the conversation don’t just hang up, end with the use of
pleasant words (pleasure talking to you, have nice evening ahead, nice
speaking to you etc. never say Goodbye
 Don’t take too long to answer the call (three rings)
 If you miss a call, make sure you call back
 In professional talks, never keep the conversation too long as the other person
might be busy. Always keep the content relevant and to the point
 Avoid texting during face-to-face conversations;
 Avoid accepting calls when you are in the middle of a face-to-face conversation
 Keep a distance of at least 10 feet from the nearest person when talking on the
phone;
 Put your phone on silent/vibrating mode
 Be aware of your ringtone. If you work at a business that requires you to
answer your cell phone often you may want to download a ringtone that
sounds professional (no high pitches, isn’t too loud, no obnoxious sounds, no
profanity, etc)
 Don’t look at your phone during meetings
 Don’t place your phone on your lap
 Focus on the person that should have your attention i.e. customer, client, co-
worker, boss, etc.
 Keep your personal calls private
 Keep your phone out of sight
 Don’t engage in arguments over the phone while at work;
 Don’t take photos unless you’re allowed to;

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Image Consulting & Soft Skill Training Institute
ISO 9001-2015 Certified

 When you do take photos, turn off your flash as a courtesy to others around
you.
 Verbally excuse yourself for important calls when necessary;
 Avoid using speakerphones, use only when necessary

BUSINESS LUNCH/DINNER

 Don’t order expensive entrée

 Don’t order crunchy or messy entrée, order food that is easy to eat
 It is best not to order alcohol, limit to two drinks.
 Don’t put your elbows on the table, sit up straight
 Do not comb your hair, smoke, use a toothpick, chew gum, apply make up,
place bags or use/leave mobile phone at the table
 Be polite to servers. Say "please" and "thank you."
 Wait until all are served at your table before beginning to eat or until your
host/hostess start eating
 Don’t take more than your share/overload your plate
 When dining with others, everyone should start and finish at the same time
(pace yourself)
 Eating utensils are used from the Outside - In or follow your host
 Rest silver ware on your plate when speaking (not the table)
 Bring food to your mouth not your mouth to the food
 Chew with your mouth closed
 Cut your food into small pieces (no more than two bites of food at a time, not
all of your food at once)
 Eat in small bites and slowly. Do not talk with food in your mouth
 Do not blow on your food/Soup to cool it off.
 Don’t play with your food or utensils or wave or point silverware.
 Do not blow your nose at the dinner table.
 If you cough/sneeze, turn your head from the table and cover your mouth with
your napkin to stop the spread of germs and muffle the noise.

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Image Consulting & Soft Skill Training Institute
ISO 9001-2015 Certified

 If your cough becomes unmanageable, excuse yourself to visit the restroom.

 Wash your hands before returning to the dining room.
 Do not talk excessively loudly. Talk about cheerful, pleasant things at the table.
 Loud eating noises such as slurping, gulping and burping are very impolite.
 Do not help yourself to an item you have been asked to pass until the person
who requested it has served him/herself
 When finished do not push your plate away. When finished, put your utensils in
0600 O’clock position

MEETINGS

 Find out what the meeting is all about to ensure maximum participation and
understand the importance of the meeting
 Never attend a meeting without a notepad and pen
 Be punctual and dress professionally
 Always carry a smile, make eye contact, shake hands and introduce yourself
 Address everyone by their names
 Always keep your mobile phones switched off/silent mode.
 Do not make/ receive calls or use messaging during the meeting, unless it is
an emergency then step out of the meeting room to make/take calls
 Arrive early, if you need to hold a presentation and make sure that
handouts, power point slides etc. are ready. Get organized.
 Be a good listener
 When asking a question raise your hand and wait for your turn to speak
 Don’t interrupt unless the speaker has encouraged interaction throughout
the meeting
 Don’t ask long questions be as concise as possible, make sure what you say
is relevant
 Sit wherever you find a place, don’t run here and there
 Do not enter the meeting room once the meeting has already begun it
disturbs others

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Image Consulting & Soft Skill Training Institute
ISO 9001-2015 Certified

 Avoid taking your cups of coffee/tea to meeting rooms

 Don’t talk with other colleagues during the meeting
 Fiddling with pen or notepad is a major distraction in meetings – even if you
are bored do not act distracted. Stay calm and alert
 Agenda for the meeting should be circulated in advance for employees to be
prepared
 Have a well defined plan for the meeting, make list of issues to be
discussed, do not deviate from the key points, keep the meetings short
 Meetings ought to be interactive and allow employees to come up with
their suggestions and feedback. A question/answer round should be kept at
the end for employees to clear their doubts
 Once the meeting is over, minutes of the meeting must be prepared and
circulated across all departments for them to take necessary action
 Use whiteboard, projector, pointers, slides for better clarity
 The one chairing the meeting must speak loud and clear
 Do not convert the meeting into a battle ground. Speak politely and respect
your colleagues
 Attend the entire meeting unless it is absolutely necessary or you have prior
permission
 In discussions allow more senior figures to contribute first
 After using the conference/meeting room clean up papers etc. Put chairs
back around the table and erase the whiteboard. Do not leave dried up
markers in the white board trays

CONCLUSION
Etiquette is your ability to work well with others…

REMEMBER
People, like Diamonds, have a basic market value, but it is only after they have been
polished that the world will pay their real value.

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