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					Introduction to Business Etiquette
Just the basics…

TO 2002/BSSC

Agenda
Why Business Etiquette?  The Basics  Business Meetings  Telephone Etiquette  Practise
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TO 2002/BSSC

Why Business Etiquette?

TO 2002/BSSC

Case Study
John was a corporate banker at an International Bank. At a business lunch with his boss and two potential clients from Thailand and Indonesia, he ordered a steak & pork chop combo and had a few glasses of wine. He tried to make small talk about the movie “Annie and the King”  What happened ?
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TO 2002/BSSC

Case Study (Answer)
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The next day, John was not a corporate banker at an international bank.

TO 2002/BSSC

Why bother ?
The opportunity :  First impressions count
– Build a positive image – Be taken seriously

Mastery of business & social situations = job competence (?)  No second chances
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TO 2002/BSSC

The negative
People remember – avoid future death  Closed business community  Loss of goodwill
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TO 2002/BSSC

etiquette
“rules governing socially acceptable behavior”

TO 2002/BSSC

Military Protocol
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Business etiquette has its roots in military protocol Rank is fundamental Rank is dependant on experience, seniority and promotion. In the military, rank equates to greater discretion, perks and rewards – same as the corporate sector.
TO 2002/BSSC

Case study
Sheryl was a receptionist at a prestigious accounting firm. One day, the firm‟s oldest and richest clients entered the office. Instead of greeting her as Mrs Lee, Sheryl wanted to project a friendly image and greeted her “Good Morning Mabel, how are you?”  What happened ?
TO 2002/BSSC

Case Study (Answer)
Consequence: Mrs Lee canceled her services with the firm as she felt the receptionist was rude and not well trained.
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TO 2002/BSSC

The Singapore Context

RHQ for MNCs  Multiracial society with majority Chinese population  Dominated by GLCs  Westernised(?) business culture
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TO 2002/BSSC

Some Basics

TO 2002/BSSC

Really Basic Stuff
Be courteous  Consider others feelings  Treat conflict as situational  Apologise if you make a mistake  Don‟t raise your voice  No harsh or derogatory language  Don‟t interrupt  Don‟t be familiar
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TO 2002/BSSC

Business Meetings

TO 2002/BSSC

Before the Meeting
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Plan and communicate in advance:
– What is the objective of the meeting ? – The agenda – Decide on participants-no warm bodies

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Confirm with participants one working day before the meeting

TO 2002/BSSC

When is the proper time to arrive for the meeting ?
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If the meeting is at a client/customer/etc location :
– Be on time – Not more than 5 minutes early

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If you are hosting the meeting be early enough to check the facilties etc.

TO 2002/BSSC

Introductions
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Stand up for introductions Give a firm handshake Identify the Senior Person
– The client or any person outside the organisation – The person with the higher rank

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Name of Senior Person to be mentioned first
– E.g. SM Lee, I would like to introduce you to Mr Tan – E.g. DSBM , please meet our top student Shirley TO 2002/BSSC Wong.

The Business Card
Handed out during introductions  Use two hands to hand out your card with the card orientated towards the receiver.  Receiving a card
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– Accept the card with two hands – Study the card briefly – The card can be placed on the meeting table for reference

TO 2002/BSSC

During the Meeting
Follow the leader  Don‟t interrupt-take your turn  Don‟t play with toys  Do not contradict your own teammates
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TO 2002/BSSC

During the meeting (cont‟d)
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Listen - be attentive Keep questions brief Be patient & Calm – don‟t fidget Attend the entire meeting Take Minutes

TO 2002/BSSC

Immediate Death
Sarcasm  Shouting  Losing your temper  Not paying attention  Jokes on sensitivities
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TO 2002/BSSC

After the Meeting
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At the end of the meeting
– Thank all participants for their time

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Send out minutes to all parties concerned
– within 48h of the meeting

Action on Action items

TO 2002/BSSC

Summary: Basic Meeting Etiquette
RSPV: Confirm the meeting  Be Early  Be Prepared  Be dressed appropriately  Holdfire - don‟t interrupt  Don‟t play with toys  Take your Turn
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Be Attentive Keep questions brief Be patient & Calm – don‟t fidget Attend the entire meeting Action on Action Items

TO 2002/BSSC

Telephone Manners
Just the basics…

TO 2002/BSSC

Receiving a call- The greeting
Smile & breath in  Three components
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– Organisation name – Your name – Express a desire to help
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Hello <Company Name>, <your name> speaking, can I help you ?
E.g. Hello TrendyLink,Kim speaking, can I help you?
TO 2002/BSSC

Follow up on incoming calls
Answer in three rings  Always return calls.  If the person is not in, take a message and forward that message to the person.  Keep calls short and to the point  Don‟t keep the caller hanging on
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TO 2002/BSSC

Initiating a call
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You will be talking to the receptionist or telephone operator. You need to
– Identify yourself – Explain the nature of your call – Seek help in talking to the right person

Example: ” 1Hello, my name is John Tan and I am calling from
Nanyang Polytechnic. 2I am working on an e-commerce project and am sourcing for external companies to participate in this project. 3Can you put me through to someone I can talk to about this project ? 4Thank You. “
TO 2002/BSSC

Discussion Questions

TO 2002/BSSC

Discussion Questions #1
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Your boss, Mr. Singh, enters the room when you're meeting with an important client, Mr. Johnson. You rise and say "Mr. Singh, I'd like you to meet Mr. Johnson, our client from San Diego." Is this introduction correct?

TO 2002/BSSC

Discussion Questions #2
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You're hosting a dinner at a restaurant. You've pre-ordered for everyone and indicated where they should sit. Are you correct?

TO 2002/BSSC

Discussion Questions #3
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You're entering a cab with an important client. You position yourself so the client is seated next to the pavement. Is this correct?

TO 2002/BSSC

Discussion Questions #4
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A toast has been proposed in your honour. You say "thank you" and take a sip of your drink. Are you correct?

TO 2002/BSSC

Discussion Question #5
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You're at a table in a restaurant for a business dinner. Midway through the meal, you're called to the telephone. What do you do with your napkin? a) Take it with you. b) Fold and place it to the left of your plate. c) Loosely fold it and place it on the right side. d) Leave it on your chair.

TO 2002/BSSC

Discussion Question #6
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You're hosting a dinner party at a restaurant. Included are two other couples, and your most valuable client and his wife. You instruct the waiter to: a) serve your spouse first. b) serve your client's spouse first. c) serve you and your spouse last.

TO 2002/BSSC

Discussion Question #7
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You're invited to a reception and the invitation states "7:00 to 9:00 PM." You should arrive: a) at 7:00 PM b) anytime between 7:00 PM and 9:00 PM c) between 7:00 PM and 7:30 PM d) go early and leave early.

TO 2002/BSSC

Discussion Question #8
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You're greeting or saying goodbye to someone. When's the proper time to shake their hand? a) When you're introduced b) At their home. c) At their office. d) On the street. e) When you say good-bye.
TO 2002/BSSC

Discussion Question #9
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You're talking with a group of four people. Do you make eye contact with: a) just the person to whom you're speaking at the moment? b) each of the four, moving your eye contact from one to another? c) no one particular person (not looking directly into anyone's eyes)?
TO 2002/BSSC

Discussion Question #10

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When you greet a visitor in your office, do you: a) say nothing and let her sit where she wishes? b) tell her where to sit? c) say "Just sit anywhere."
TO 2002/BSSC

Discussion Question #11
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You're scheduled to meet a business associate for working lunch and you arrive a few minutes early to find a suitable table. 30 minutes later your associate still hasn't arrived. Do you: a) order your lunch and eat? b) continue waiting and fuming that your associate isn't there? c) tell the head waiter you're not staying and give him our card with instructions to present it to your associate to prove you were there? d) after 15 minutes call your associate?
TO 2002/BSSC

Discussion Question #12
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You've forgotten a lunch with a business associate. You feel terrible and know he's furious. Do you: a) write a letter of apology? b) send flowers? c) keep quiet and hope he forgets about it? d) call and set up another appointment?
TO 2002/BSSC

Questions?

TO 2002/BSSC

Asia Pacific Business Etiquette
Highlights…

TO 2002/BSSC

Business Etiquette AP
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China
– Be punctual – Let your hosts set the tone – Observe the hierarchy – Select the right spokesperson – Be aware that “not conveniant”,”I am not sure” may mean „NO‟

TO 2002/BSSC

Business Etiquette AP
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Australia
– Be direct & get to the point – Words are taken at face value

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Hong Kong
– Schedule meetings in advance – especially for large companies – Observe hierarchy e.g. seating arrangements etc. – Social conversation will precede business conversation.

TO 2002/BSSC

Business Etiquette AP
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Indonesia
– Need patience and diligence – Do not rush through negotiation process – They remain aloof until consensus is reached. – Be aware that they are naturally soft spoken. – Observe hierarchy.

TO 2002/BSSC

Business Etiquette AP
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Malaysia
– Engage in small talk and a meal at first- trust is vital – Relationship building is long-term – Negotiations are lengthy-work out all details of a proposal in advance. – Agreements can be renegotiatied

TO 2002/BSSC

Business Etiquette AP
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Philipines
– Establish rapport at the start of a meeting e.g. meals activities etc – Listen-do not interrupt – Fellowship and group decisions are important („pakikisama‟)

TO 2002/BSSC

Reference
International Business Etiquette-Asia & the Pacific Rim - Ann Marie Sabath

TO 2002/BSSC

Questions ?

TO 2002/BSSC


				
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