A GUIDE TO ETIQUETTES

Simple Steps to Build Good Relations through

Good Behavior

OVERVIEW• Why good manners?• Basics of good manners• Telephone etiquettes• Gratitude and appreciation• Introductions• Punctuality• Use of mobile phones• Conversations• Courtesy and chivalry

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WHAT IS ETIQUETTE? The dictionary defines etiquette as:

“Conventional rules of social behavior or professional conduct.”

Simply put, it is:Plain Good Manners

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WHY GOOD MANNERS• Good manners foster mutual respect

amongst peers, seniors, friends & people in general.

• Make for a healthy and conducive work environment

• Reduce tension: Good for your health and general well being

• Improve productivity at work

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SIMPLE STEPS TO FOLLOW Always make eye contact and greet

people appropriately. Always acknowledge the person’s

presence and greetings. Be cheerful and pleasant as you greet

even if you are not feeling great. Remain consistent in “recognizing”

friends as well as acquaintances.

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BASICS OF GOOD MANNERS It is good manners to stand up when a

senior, a lady or a guest enters the room.

After exchanging greetings sit down after your visitor is seated.

Your body language must appear focused and receptive.

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BASICS OF GOOD MANNERS Stand up when:

Shaking handsWhen doing Namaste etc.

Always shake hands when offered. Wait for the senior person to offer his

hand first. Let the lady offer her hand first.

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TELEPHONE ETIQUETTES Incoming Calls:

Greet the caller.Identify yourself.Make sure your tone of voice is

normal and polite at all times.Your choice of words and tone should

convey your positive attitude.

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TELEPHONE ETIQUETTES As you lift the handset, make sure you

stop talking to the person with you.

Do not keep people “holding” the line.

Instead of rushing through the conversation, politely inform that you would call later and do call as promised.

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TELEPHONE ETIQUETTES Outgoing Calls:

Identify yourself and greet.- Be brief and to the point in your

discussions.Leave a message in the voice mail if

the caller is not in.Identify yourself clearly while leaving

the message in the voice mail.

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GRATITUDE AND APPRECIATION

Make it a point to thank people for what they do for you.

This applies even for receiving services you have paid for.

Compliment people for good work done or help extended.

Appreciation has its own rewards for the giver as well as the receiver.

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INTRODUCTIONSIn any situation, be it social or work

related event, it is courteous to: Introduce people who do not know

each other.When doing so: Mention the names clearly so that

names of both persons are clearly heard by the concerned persons.

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INTRODUCTIONS In a formal group self introductions

can be encouraged/initiated. It is not necessary to introduce people

in a public gathering. In office set-up, always introduce a

junior ranked person to the senior. Use designations and add a few

courteous words about the person.

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INTRODUCTIONSWhen you are introduced: Make sure you get the name of the

person right. In case you have not heard the name

clearly it is ok to enquire politely. Remember a name remembered the

first time is never forgotten. Show genuine interest in the person.

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PUNCTUALITY Being late for a class, an appointment

or meeting is discourteous to others or the person you are going to meet.

It shows you have scant regard for the person(s) and his/their time.

In case you are going to be late, either inform and apologize or make it a point to reschedule your meeting.

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PUNCTUALITY If invited for a formal event it is

necessary to be punctual. Do not make even your friends wait, even if it is for a casual outing.

For meetings, set a reminder for the time so as not to be late .

When you call a meeting make sure, no matter what, you must be there before others.

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USE OF MOBILE PHONES Keep your mobile phone silent during

meetings or gatherings. It is rude to be preoccupied with it when in company.

Keep it switched off during lectures, seminars & conferences.

Don’t be tempted to fiddle with it. It is a mark of disinterest and hence

disrespectful to do so.

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USE OF MOBILE PHONES At work place and in public places,

keep the ring tone volume low. At work place avoid ring tones of

popular film music. In common areas like lobbies, corridors,

staircases etc. don’t talk loudly. Be discreet and excuse yourself when

you have to attend to a call.

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CONVERSATIONS Show genuine interest. Listen intently and wait patiently for

your turn to speak. Don’t interrupt or monopolize the

conversation. Avoid expressing political views too

strongly. Don’t get agitated & lose temper.

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CONVERSATIONS Accept the fact that there can be other

points of view also. In serious or focused conversations, be

to the point and professional. Mind your language always. Don’t get personal, keep it issue-based. Sense of humor helps to connect. Don’t criticize or argue. Wait for your turn to speak.

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COURTESY & CHIVALRY Make way for people in passages or

corridors or narrow spaces. Don’t intrude into a person’s private

space. Maintain a yard’s distance when in a queue.

Hold the door of the lift or a room for the person behind you.

Thank if the door was held for you. Offer a seat of privilege to others.

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Thank You!

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