etiquette

thelittlebookof

I started sending out the weekly mailer on Etiquette as an attempt to share simple tips that help us succeed in a global business environment. The series generated a tremendous response from the employees. Several of them asked me to send them a compilation of these tips. This book happened as a result of that suggestion. As a caveat I must state that while these tips are generally acceptable in most countries, there may be the odd exception for a particular setting or country, and for that, please use your discretion, or better still, ask your host. If you have suggestions and ideas for business situations we should cover, maybe we will go for a sequel ! Until then happy reading.

Abhijit Bhaduri Chief Learning O cer, Wipro Ltd.

Business dressing is dierent from dressing for parties

and social occasions. If your role requires you to be involved in formal meetings with clients then these power dressing tips could help you decide what to wear to the oce.

Powe r D res s i ng
Choose suits with jackets and skirts that are appropriate for your body type. Long jackets that cover the hips are attering for most women. Avoid excessive use of bright colours and wild patterns. Sarees should be understated but elegant. In business settings wear sarees with small prints. Avoid large oral prints. Wear comfortable hosiery to complement your outt. Your belt should match your outt. Your shoes should complement your outt. Keep a spare pair of shoes in the oce to wear for unexpected formal meetings.

Handb ag s
Dark leather handbags go well in business settings. Briefcase/handbag colour should be coordinated.

M ake - U p
Wear natural looking makeup that matches your skin tone. Lipstick, mascara and light dusting of powder are enough. Avoid heavy eye liners, eye shadows and thick rouge. Avoid elaborate hairstyles. Keep your nails clean and neat. Keep your jewelry and accessories simple and limited.

Hyg i ene
Brush your teeth after every meal. Keep a toothbrush, toothpaste, breath mints and mouthwash handy. Avoid strong perfumes. Be sensitive to the fact that some individuals could be allergic to perfumes.

Here are a number of suggestions on what is considered

acceptable in most countries and occasions.

Power D res s i ng
Wear your suit jacket when you conduct business outside your oce. Business suits have a way of visually enhancing your authority especially if you are wearing a dark colored formal suit. Most business settings prefer you to be in dark colored charcoal grey suits. Brown suits are not considered appropriate for formal settings.

Do not wear short-sleeved shirts under suit coats. Showing a clean cu is a must. Ties should be silk, preferably. Choose ties with designs that are understated and coordinate well with the suit and shirt. e length of the tie should end at the top of your belt. Coordinate your shoe color with your business suit. Black shoes go well with charcoal and black or navy suits. Match your socks to go with the trouser color. Ankle length or light colored socks with bright patterns are not appropriate in business settings.

B r i efc as e
Your briefcase should be of leather, brown or black. If you decide to carry a notebook computer, then consider a bag of quality standards that does not detract from the eect of the business suit.

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Hyg i ene
Your hair should be trimmed, well-combed and clean. Keep a small comb handy for using prior to stepping into an oce. Keep hands and ngernails scrupulously clean. Brush your teeth after every meal. Keep a toothbrush, toothpaste, breath mints and mouthwash handy. Avoid using heavy cologne. ey are more appropriate for social occasions. Besides some people are allergic to strong smells.

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Before people judge your professional abilities, they draw

conclusions about you from your appearance. If you were to visit a new clinic and see the doctor attired in bright prints, it may shake your condence in the person. Although the unconventional clothes do not change the skill level of the doctor, you may be distracted as your impression of him may not be as positive. Hence, when you are involved in formal business with clients your condence should be reected by your external appearance.

B us i nes s Wear
Business wardrobes are designed to deect attention during a conversation. Glitzy ashy clothes and accessories are not considered business attire. Business settings tend to favor a few colors - Navy, Charcoal Gray, Black, Khaki and White. Jeans are a denite no-no in most corporate workplaces especially in those roles that require interaction with clients. Wear collared t-shirts to the oce. Avoid collarless t-shirts with doodles or slogans printed on them.

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R ecom m ended For m a l At t i re

A dark blue or charcoal grey wool suit, white shirt or blouse, black shoes, black belt, and black leather briefcase/notebook computer case.

R ecom m ended Ca s ual At t i re

Khaki pants, long-sleeved shirts in blue, white or neutral, black or brown shoes and belt, and a black or brown leather or ballistic nylon briefcase/notebook computer case.

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When you dress for work, pay attention to your shoes.

Even if you dont, others will. Whether you realize it or not, your shoes, which are usually the last thing you put on before you walk out the door, are the rst thing that other people notice. their feet. ere are actually people in this world who make it a point to check out what others are wearing on

Work p lace Sho es

Most people are not checking to see if you are wearing the latest fashion in footwear, but they do take note of whether your shoes are appropriate for the workplace or not. e shoe you choose should t your business attire and complete your professional look. If you wear formal business dress, your shoes should be a high-quality lace-up or wing tip. If your normal business dress in less formal, select a quality loafer. Athletic shoes and sandals are taboo in the workplace, even on Casual Friday. e business person who does not pay attention to his shoes sends a message that he does not pay attention to other details as well.

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M ai ntenance a nd Sh i ne
Your shoes should be well-maintained with no scued up toes or rundown heels. ey should be polished to a glossy shine. Keep a spare set of shoes just in case you have to go for a formal business meeting. Keep a small can of shoe polish and a brush to shine your shoes before you go for any meeting.

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Its hard to write about shoes without referring to socks.

Regarding business etiquette tips on socks in the workplace, here are the few simple rules.

S o c k s and t he Work p la ce
Wear them. Although there is a growing trend within certain generations not to wear socks to work, dont fall into that trap. Make sure that your socks match. Not only do they need to match each other, but they also need to match what you are wearing. Your socks should be the same color as either your shoes or your trousers. White socks are absolutely taboo at work.

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Des i g n and Len g t h

Avoid busy socks. Subtle designs are acceptable, but too much pattern can detract from your professional appearance. To be on the safe side, stick to solids. Length is critical. Short socks might be ne for certain casual after-hours events, but during the business day, choose midcalf. No one wants to see a mans bare leg in the oce. ink of your socks and shoes as the nishing touches to your appearance.

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Do you want look as fresh, smell as fresh and be as fresh at

the end of the workday as you were at the beginning? e things you eat and drink during the workday can take their toll on you before the day is over. By the time you meet with your clients after lunch, or even following your morning coee, you may have developed dragon breath. back to haunt you. So how does one handle the issue of potentially oensive breath? Its simple. e onions or the garlic that you enjoyed in your favorite lunch dish will most assuredly come

Fres h all day

Keep your toothbrush and tooth paste handy in your desk drawer and use them during the day, especially before face-to-face meetings with clients. A quick 30-45 second wave over your teeth with a toothbrush not only eliminates oensive food odors but also removes little food particles that stick to your teeth after a meal. Brush up as often as you can during the day and at the end. Avoid eating garlics or raw onion before a business meeting.

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B re at h M i nt s a nd M out hwa s h
Breath mints are not as eective as tooth paste, but better than nothing at all. Mouthwash is generally so strong that people can smell it before they see you, and they may wonder what you are trying to hide. Brushing your teeth after a meal or after having beverages like coee keeps your breath fresh.

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Eau de cologne, perfume, aftershave, deodorant or a

shower and mild bath soap? Which is the right answer for the workplace? Should you show up for work smelling as if you hit the big weekend sale for perfumes and aftershaves at the local mall, or should you reserve your favorite fragrance for after hours? When it comes to the workplace, heavy smelling colognes and fragrances have no place.

Alle rg i es
Many people have allergic reactions to perfumes. Limit the use of fragrances out of consideration for others in the workplace. Dont have them gasping for air. Personal hygiene and cleanliness are a must in business. A morning shower with a good soap or shower gel followed by the use of a deodorant should be part of your daily routine. Add to that freshly cleaned and pressed clothes and you will make a pleasant and positive impression.

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Af ter Hour s
Follow the same routine after hours and weekends, but add your favourite fragrance to turn those times into social occasions.

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Punctuality is a simple way to show courtesy and

respect for your customers, clients and colleagues. When you show up late for appointments, meetings or meals, you send a clear message to others that your time is more important than theirs. Punctuality should not be viewed as the art of guessing how late the other person is going to be. Instead it should be valued as the heart and soul of good business.

If you are of the opinion that a handshake is simply

a greeting gesture, you are quite mistaken. A simple handshake conveys a lot of information regarding the personality of the individual. It, therefore, becomes important to be aware of the correct etiquette of shaking hands to set a good rst impression.

B e Cult urally S ens i t i ve

In many cultures around the world, the custom of greeting another person and shaking hands vary. It is advisable to read up on social courtesies of the countries where your visitors are from. Be sensitive about cultural nuances of the country you are visiting. In some cultures men are not expected to initiate shaking hands with a lady. Men should always wait for the lady to extend her hand before initiating a handshake.

The Ar t of t he Ha nds h a ke
Always keep handshakes brief, especially at business meetings. If you are seated and an individual extends his/her hand for a handshake, it is correct etiquette to stand up to receive the handshake. Remaining seated is considered very impolite.

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Maintain adequate distance between the opposite party and yourself to handshake comfortably. Maintain eye contact while shaking hands. party feel welcome and comfortable. is makes the opposite

Make sure your handshake ends before your conversation does. A handshake should emit a feeling of strength, dignity and warmth. A handshake is gesture of friendliness and not a display of physical strength. Be rm and complete in your handshake but do not squeeze the other persons hand.

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Business cards are an internationally recognized

means of presenting personal contact details. Business cards are generally exchanged with both hands and with respect, at the beginning or the end of an initial meeting. A business card is important in making a good rst impression.

B us i nes s Card De t a i ls
A business card should include your title.

Always keep your business cards in pristine condition. Carry them in a slick but elegant card holder and have a plentiful supply.

e card should have clear information in English on one side and the local language on the other if you often meet people whose business language is not English. Good business etiquette requires you to present the card with the recipients language face up.

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G i vi ng and R ecei vi ng B us i n e s s Ca rds

Do not ip a business card across the table as if you are dealing a deck of playing cards. When you receive a business card, read it carefully in the presence of the person who gave you the card. Later, in private, write notes on the card to help you remember the people or the event. During a meeting, place the business cards of your visitors on the table in front of you in the order that people are seated. Do not keep away the business card in your pocket while the person is around. Do not write on a persons card in their presence unless you are directed to do so.

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e goal of etiquette in personal and professional situations is to

make other people feel comfortable and at ease. disabilities. If you are personally and professionally interacting with a person with disability for the rst time, you may be unsure of what to do or say. It would be helpful to remember that people with disabilities are people, too. like everyone else. ey have feelings and emotions, hopes and dreams, ey expect to be treated with dignity and is applies to all people, but especially when you are interacting with persons with

respect just as everyone else. Persons with disabilities, persons who are hearing-impaired, persons with visual-impairment and persons who use wheelchairs are globally accepted terms as opposed to handicapped, physically-challenged, blind, deaf, and wheel-chair bound. As you will have noticed, the accepted terms always have people, or person in the terms.

Com m uni c at i on Et i q ue t te
Your speech and your focus should be on the person, and not the disability. e person is not the condition.

Be yourself. Treat people with disabilities the same way you would anyone elsewith courtesy and respect. Engage in small talk and use your normal tone of voice. If you are relaxed, the other person will feel more comfortable which is the whole point of etiquette. Communicate with consideration. Talk to the person directly, not to an aide or interpreter. If you dont understand, ask the person to repeat. If you are not being understood, try again. Make sure that the other person knows you value the communication. Be sociable. Include persons with disabilities in all conversations and activities. ey will tell you what they can and cannot do.

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As s i s t ance Et i q ue t te
Ask rst if the other person wants help. Use touch with care. A touch of the hand can be demeaning or intrusive if done thoughtlessly. Wait for a gesture or request on the other persons part. Be helpful. However, dont automatically provide assistance. If you are not sure what to do or how to do it, ask for instructions. Shall I take your arm or do you want to hold mine? Be aware of the environment. If the person is hearing-impaired, make sure your surroundings are free of extraneous noise and are well-lit. With someone who uses a wheelchair, be sure everything from the parking lot to the restroom is accessible. Disability etiquette is based on fact, not assumption. Never assume what the other person wants or needs. If you dont know or arent sure, ask before you act.

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Many people who have hearing disability communicate

with sign language and consider themselves to be members of a cultural and linguistic minority group. Some of them lip read and speak. Here are some points to consider while communicating with a person who is deaf or having a hearing impairment.

Comm uni c at i on Et i q ue t te
Always ask the person regarding her/his preferred mode of communication. Some prefer sign language and some lip read and speak and some write to communicate. If there is a sign language interpreter with the deaf person, speak directly to the person, not to the interpreter. Face people so that they can see your lips. Face the light source and keep things, such as your hands, away from your mouth.

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Speak slowly and clearly, but do not raise your voice unless asked. Shouting does not help. If you are asked to repeat yourself, do so patiently and courteously.

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A person in a wheelchair is a wheelchair user or

a person who uses a wheelchair. He or she is not wheelchair bound. Here are a few things to remember when interacting with people who use wheelchairs.

Conver s i ng wi t h a Wh e e lc h a i r Us e r
Talk directly to the person, not to a companion or aide. It is demeaning to wheelchair users to treat them as incapable of communicating. If you are having an extended conversation, pull up a chair or crouch down to the level of the person in the wheelchair. Imagine how uncomfortable it would be to have to talk to someone for a long time with your head at an odd angle. A wheelchair is that persons personal space so never touch or lean on it without an invitation or permission.

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As s i s t i ng a Whe e lc ha i r Us e r
Dont assume that you know what to do to help someone in a wheelchair. People who use wheelchairs require various forms of assistance. Ask rst if or how you may assist. Simple things you can do to show courtesy to people who use wheelchairs without having to ask permission are to hold doors and to move obstacles that may to be in the way. Treat people in wheelchairs as you would anyone else. Dont be afraid to use language like Would you care to go for a walk? Life changes in an instant. What you do for someone in a wheelchair today, may benet you or a loved one tomorrow.

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If you work in a tall building, taking the elevator or

the lift is inevitable. People take it for granted, making it the site of some of the most common etiquette blunders youll ever encounter in the workplace.

O rder and Sp ace

Wait in queue and then follow the queue even as you board the elevator. Stand back and allow others to exit before you board. Hold the door for those hurrying to get on. Dont stand idly by while the door shuts in someones face. Give people their personal space in an uncrowded elevator Dont call out your oor to the person standing nearest the buttons as if that person is the lift operator. If there is space to do so, press the button yourself.

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Conver s at i on s a nd Ce ll Ph on e s
Avoid carrying on personal conversations. Using your cell phone is an absolute no-no. e elevator is not a phone booth. Treat the elevator as an extension of your workplace, and behave as if your most important client is in there with you. Being polite in the oce elevator is the rst step in the right direction in workplace etiquette.

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Statistics, extrapolations and counting by the

Radicati Group estimate the number of e-mails sent per day in 2010 to be around 294 billion. How many of those wind up in your inbox? Some days it may look as if they all do.

B e B r i ef
Keep your e-mail message brief and to the point. e amount of e-mail that business people receive today is overwhelming. Most people follow a simple system for deciding which messages to read rst. ey look to see who sent the message and what it is about. Next they open the mail. If what they see is a page that is covered with text, their next move is to delete the message or le it away to read later. In most cases later never comes, and the message is ignored. If you want your e-mail to be read, use short sentences and short paragraphs. Make sure there is lots of white space. If you nd your message growing and growing, pick up the phone or schedule a meeting. It is probably time to have a discussion. Use the Reply to All function only if everyone on the original address list needs to know. With everyone buried in e-mail on a daily basis, no one appreciates receiving unnecessary messages.

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M a ke your s ub je c t li ne m e a n i ng f ul
Most people use a simple time-saving method of opening their e-mail based on the sender and the subject line. Very few people read e-mail in the order in which it was received. erefore, your subject line needs to be as important to the recipient as you are. Your subject line is like a headline. It should be clear, concise and appealing. No matter what priority you give your e-mail, if the subject line itself is vague, your message will go to the bottom of the heap.

Chec k t he addre s s li n e c a re f ully

Check the address line carefully when you use the autoll feature to send an e-mail. You run the risk of sending e-mails to people who are easily oended and annoyed by the time they wasted trying to gure out unexpected correspondence. Worst of all, sending an e-mail to the wrong person can make you look unprofessional.

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e French came up with the rst formal request for

replying to invitations. e words Rpondez sil vous plat, meaning please reply, were soon abbreviated to RSVP which is recognized worldwide. Whether an event is social or business in nature, the host or planner, for obvious reasons, needs to know who will be attending.

Wi p ro O nli ne I nvi te Sys te m

e Wipro online invite system is simple, direct and userfriendly. ere is no need to write a formal reply, make a phone call or craft an e-mail response. All that is necessary is to open the message, read the details regarding who issued the invitation, the purpose of the event, the date, the time and the place. Your required actions are to check your availability immediately, move to the top of the screen and check one the following: Accept, Decline, Tentative or Propose New Time. One click and youre done.

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R e s p ondi ng Et i q ue t te
If you checked Tentative, you must get back to your host as soon as you have a denite answer. It does not matter if the invite is for a meeting, a workshop, or a meal function, a response is required. Failure to do so is discourteous and disrespectful. Finally do what you say you will. If you accept, show up. If you decline, stay away. If your plans change at the last minute, make a phone call.

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Telephone etiquette means being respectful to the person

you are talking with, showing consideration for the other persons limitations, allowing that person time to speak, communicating clearly and much, much more. Good phone etiquette is important because we cannot see the facial expressions and body language of the other person and they cannot see us. We must compensate by choosing our words carefully and using much more tone inection to convey our message than if we were face to face.

R e s p ondi ng Et i q ue t te
Answer the phone within three rings and do it with a smile. other person can hear you smile. e

Greet the caller by introducing yourself. If you made the call, do introduce yourself and ask if it is a good time to talk or should you call back at a time that is more convenient. Speak into the phone clearly so stop chewing gum, eating or sipping coee before you answer. Make sure the background sounds are not making it hard for the person to listen to the conversation. Pacing around while speaking into a mobile phone results in the signal getting disturbed in some cases. So it is best to be in one place during the call. It will also help you to focus on the conversation. Keep a piece of paper and pen as you answer the call. It helps to write down things you had agreed to do or information you would look up. Wait for the other person to pause or stop speaking before you step in with your point of view.

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Holdi ng and Tra n s fe r r i ng Ca lls

Before placing a caller on hold, ask for their permission rst and thank them. It is better to return a call than to keep someone on hold for too long. Always ask for the best number as well as an alternate number, and the best time to have a call returned to the caller. When transferring a call, be sure to explain to the caller that you are doing so and where you are transferring them. Do not use the hold button if you are participating in a conference call that puts on the hold music and nobody can hear anything else.

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A telephone call is always an interruption. No one in

business is ever sitting at a desk with nothing to do but wait for the phone to ring. Given that bit of information, one should consider how to begin, hold and end a conversation and come across as a polished professional.

M ak i ng Telep hone Ca lls

e most polite way to begin is to ask the other person, Is this a good time to talk? is not only demonstrates your thoughtfulness, but it also allows the person you called to let you know if he or she has someone in the oce or is in the middle of a project. Asking the question Are you busy? is unprofessional and implies that the other person doesnt have anything else to do. Even if you only want to ask one quick question, nd out if the time is right. Once you have other peoples permission to continue, treat their time well by limiting the topics of conversation. It helps if you organize your thoughts before you place the call and if you begin by stating what you would like to discuss.

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B e Conc i s e and Pre c i s e

It is all too easy to wander o course and ramble through the call if you dont have your act together at the beginning. When you realize that you have other issues to discuss, return to your original question and ask if the other person has time to talk about additional subjects. If the answer is no, you can schedule another call. If the answer is yes, take notes of all that was discussed. Just because you have time to talk, doesnt mean that others do. e best way to maintain good business relationships is to show consideration for your clients and colleagues.

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Conference calls have become the norm in todays

global workplace. With todays geographically dispersed teams, travel restrictions and global business connections, conference call etiquette is a key part of any professionals skill set.

Pla nni ng Confere nce Calls

Conference calls occur in a variety of time zones and the person planning the calls needs to be mindful of the time of day or night for each participant. It is virtually impossible to schedule calls at everyones convenience. ose who plan them should do their best to accommodate the majority of the people on the call. Verify the actual time that the call will take place in each location. It alerts everyone on the call of the time challenges that some on the call may be facing. It also eliminates any confusion and assures that everyone is on the phone at the right time. Use http://www.timeanddate.com to nd a convenient meeting time.

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Conference Call Cour te s y

Be there on time for the call and announce yourself when you join or leave the call. A conference call is like any other meeting - arriving late is rude. Start the meeting on time. Take a roll call so everyone knows who else is present. Say your name before you speak. Others may not recognize your voice. It is unethical to invite others to listen in to a conference call without seeking explicit permission of everyone present. For the sake of propriety, courtesy and condentiality, inform the others that you are present. Finally, if you were not invited, do not be present.

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Speaker phones are a great tool in business for making

conference calls, but they can also be an incredible nuisance. Be considerate of people around you when using yours. e speaker phone function is not intended for your convenience so you can engage in a variety of activities while talking on the phone. In todays world of oces without walls or doors, speaker phones should only be used behind closed doors. ink of the eect on the people who are trying to work in adjacent cubicles and consider the privacy of the person on the other end of the line. Schedule a conference room or borrow someone elses private oce before you dial.

One of the most convenient features of your e-mail

program is the out-of-oce reply function. It allows those who are trying to reach you to understand why they might not hear from within the usual time period. You have the option of telling people where you are, what project you may be involved in, when they can expect to hear from you and how to contact you or an associate if an immediate reply is required. You can say as little or as much as you want. Remember that the people who are trying to contact you are potential clients, current customers or professional colleagues. is is just one more opportunity to make a positive impression.

Kee p i t B r i ef
Your message may reach the customer, a potential client and even a competitor so craft the message accordingly. Keep it brief. It is not necessary to provide your schedule for the next two weeks. Use complete sentences. A message that reads only Out of Oce is too abrupt. You can set rules that will enable you to get the most of this feature.

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Provi de Com p le te I n for m at i on

Let people know when they can expect to hear from you or how often you will be checking your e-mail. Give them options. If you are not going to be available, tell them whom to contact and how. Finally when you return to the oce, turn o the Out-ofOce function.

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Voice mail is one of the best tools you can use in business.
Unfortunately it can be one of the most abused. In spite of our reliance on e-mail, there is still no substitute for the oldfashioned phone call and human contact. Since most of us are not sitting by the phone waiting for it to ring, we rely on voice mail when we are unavailable. Regarding business etiquette on voice mail, here are a few simple rules.

R ecordi ng Your M e s s a g e
ink of your voice mail greeting as step one to a positive impression. e key to eective and impressive voice-mail starts with your greeting. Record it in your own voice, else it becomes as impersonal as e-mail. Start with your name, organization and department so the caller is assured of having reached the right person. Ask the caller for appropriate information such as Please leave your name, phone number and a message. Next, add what you will do. I will call you back (Resist the urge to instruct people to leave a brief message - it can sound oensive.)

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Provi di ng Alter nat i ve s

Advise callers if you will be out of the oce for an extended period so they will know when to expect a return call. If you have the option of oering a second contact person, clearly and slowly state the persons name and number. Repeat it so people have time to write it down without having to call back. Change your greeting frequently so that it is up to date, especially if you mentioned that you would be out of the oce during a certain time period.

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Callers seem willing to take all the time in the world - often
too much - leaving a message, but when it comes to saying their phone number, they slip into fast forward mode. ere is little you can do to improve other peoples voice mail etiquette, but you can work on your own. Begin your message by identifying yourself and leaving your phone number. When you give your number at the beginning of the call, your natural tendency will be to say it more slowly and clearly than if you wait until the end. When you have concluded your message, repeat your number again. e person you called will appreciate your consideration and look forward to calling you back. at customer, client or colleague will only have to replay the beginning of your message to verify the number. On the other hand, the person who has to listen to your message ten times to understand the phone number will not be in any hurry to return your call.

Are you tired of having to listen to long drawn out

and often dicult to understand voice mail messages? You can stop the cycle by leaving concise and wellprepared messages. Since most of us rarely connect with the person we are calling on the rst try, it just makes sense to plan what you will say before you place the call. If you actually reach the other person, your preparation can only enhance the conversation.

R e layi ng Your M es s a g e
A voice mail message should be treated in much the same way as an e-mail. It should be brief and to the point. e longwinded caller loses professional credibility. Identify yourself and give your phone number slowly at the beginning of your message. Explain why you are calling. A message that simply says, Call me is not sucient and often arouses suspicion about your purpose. Limit your comments to one or two topics. Voice mail should not be a lengthy oration.

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If you get a warning that you only have 30 seconds remaining, consider deleting your message and recording an abbreviated version. If you want the recipient to take some form of action or be prepared with certain information before calling you back, say so politely. At the end of your call, repeat your phone number. e person you are calling now has two chances to get it right.

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e cell phone has virtually replaced the home phone.

People out in public use their cell phones everywhere. Cell phones have almost become that indispensable item that we can not live without in our society today. Once thought of as devices to be used only in the case of emergency situations, they are more a nuisance or distraction in most places, if they are not used constructively in our environment.

I n M e et i ng s
Before you get into a meeting or a training program, do remember to put the phone in silent mode so that you can focus on the conversations there. Putting it on vibrate can be just as annoying or oensive to those around you as hearing your phone ring. Dont answer your phone, make calls, text or respond to texts during a meeting. Dont put your phone on the table during a meeting. It sends a message that you are not fully present or engaged. Doing so could cost you the client or the business. If you have to take a call during a meeting, be courteous and explain to the other attendees that you need to be available for a call and ask their permission to leave your phone on. When the all important call comes, excuse yourself from the meeting to answer it and converse.

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Watch the clock while you are on the call and away from the meeting. It would be rude to stay out of the room for a lengthy period of time. Use the voice mail feature on your phone just as you do your out of oce reply for your e-mail. Let people know that you are in a meeting and unable to take their call; but dont forget to let them know when they can expect to hear back from you. During day long meetings use the break time to return those missed calls. It is a good practice to set up time every two hours to enable participants to return calls or check mail. at helps people to focus on the meeting agenda. e business lunch or dinner is the same as the business meeting so all of the above rules of cell phone etiquette apply. Your cell phone should be used to connect with clients, not disconnect.

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At Hom e
Spend time with the family and give them undivided attention when you are sharing a meal with family or friends. Do not have long conversations on the cell phone while the guests are quietly waiting for the call to end. When you are meeting a client or colleague over a meal, switch o your phone to prevent it from interrupting you.

I n Pub li c
If you have to take a call while in a public place, make sure you step aside to a place where you can have a conversation without others being able to hear your conversation. Not only have people given away precious business secrets, they have also disturbed everyone around. In the aircraft, please wait for the seat belt sign to be switched o before you announce your arrival on the phone.

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Whi le D r i vi ng
If you do not have a hands-free set, do not take a call. You are endangering your life and that of others. Never ever attempt to read or send a text message while driving. ere are countless people who have lost their lives while doing this.

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Networking is essential to good business. It is how

you make connections, establish relationships and build more business. Networking is not about collecting the most business cards or shaking the most hands. It is not what you do when you need someone to help you in a job-hunt or in attracting customers. Networking is about using your expertise and contacts to make others successful. at in turn will open more doors for you than what you can do on your own.

Sp re a di ng your Ne t work
Get to know a diverse set of people - the more people you know and the greater the diversity there is in your contact base, the more successful you will be. Learn from experts - build relationships with people who have the expertise and experience to help you learn.

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Lea r n and Share

Find out what you can do to be of help to them - your expertise or unique skill can help solve their problem. Share your knowledge by writing for business journals and speaking at industry seminars - it helps people know what your area of expertise is. You become their rst point of contact when they are in need. at is how you become the expert and the to-go-to person. It is a lot easier to have people come to you than your having to chase them down.

10 3

Several articles appearing in this book are based on material written by Lydia Ramsey, International Business Etiquette Expert and Executive Coach. The other articles have been authored by Abhijit Bhaduri.

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