Effective Business Etiquette

An Overview

Priyamvatha C Student, ICSI Registration No. 320686482/03/2011

Project Report on Business Etiquette Submitted in partial fulfilment of the requirements for Executive Development Programme

Conducted by ICSI in association with GurukulOnline Learning Solutions June 2013 By

Priyamvatha. C (ICSI REG. 320686482/03/2011)

Table of Contents
Business etiquette-Introduction ............................................................................................................. 4 The Basics ............................................................................................................................................ 5 Forms of Business Etiquette ............................................................................................................... 5 Its about people ............................................................................................................................. 6 Peers and subordinates .................................................................................................................. 6 Superiors ......................................................................................................................................... 7 Making Introductions .............................................................................................................................. 8 General tips for introductions:............................................................................................................ 8 Introducing yourself ............................................................................................................................ 9 Shaking hands ................................................................................................................................... 10 Types of handshake ...................................................................................................................... 10 Wet Fish handshake ...................................................................................................................... 10 Dead Fish handshake .................................................................................................................... 11 Hand hug handshake .................................................................................................................... 11 Bone crusher handshake............................................................................................................... 12 Queens handshake........................................................................................................................ 12 Hand pull handshake..................................................................................................................... 13 Proper Handshake............................................................................................................................. 13 Name tags ......................................................................................................................................... 14 Presenting business cards ................................................................................................................. 14 Effective Telephone usage and Etiquette ............................................................................................. 16 Mobile Phones .............................................................................................................................. 17 E-Mail Etiquette .................................................................................................................................... 18 Rules to be followed ......................................................................................................................... 19 Dressing Etiquette ................................................................................................................................. 22 Dressing for work .............................................................................................................................. 22 Dressing etiquette some common points ...................................................................................... 22 Specific etiquette for men ................................................................................................................ 24 Specific etiquette for women ........................................................................................................... 25 Concept of Business casuals ............................................................................................................. 26 Dining Etiquette .................................................................................................................................... 27 Tips for Business dining..................................................................................................................... 27 The Dinner Table Setting................................................................................................................... 29 2

Conclusion ............................................................................................................................................. 31

Business etiquette-Introduction
People are a key factor in your own and your business success. Many potentially worthwhile and profitable alliances have been marred due to an unintentional breach of manners Etiquette is the customary code of polite behaviour in a society. Etiquette is about presenting yourself with the kind of polish that shows you can be taken seriously. Etiquette is also about being comfortable with people and making them comfortable. Most behaviour that is perceived as disrespectful, discourteous or abrasive is unintentional, and could have been avoided by practicing good manners or etiquette. We have always found that most negative experiences with someone were unintentional and easily repaired by keeping an open mind and maintaining open, honest communication. Basic knowledge and practice of etiquette is a valuable advantage, because in many situations, a second chance may not be possible or practical. There are many written and unwritten rules and guidelines for etiquette, and it is certainly imperative for a professional to learn them. These guidelines have some difficult-to-navigate nuances, depending on the company, the local culture, the requirements of the situation. Possibilities to commit a gaffe are many, but one can minimize them, have a quick and smooth recovery and avoid causing a bad impression by being generally considerate and attentive to the concerns of others, and by adhering to the basic rues of etiquette. When in doubt, stick to the basics.

The Basics
The most important thing to remember is to be courteous and thoughtful to the people around you regardless of the situation. Address conflict as situation-related, rather than personrelated. Apologize when you step on toes. You cant go wrong if you stick with the basics. Avoid raising your voice and sometimes, surprisingly, it can be much more effective at getting attention when you lower it. Avoid using harsh or derogatory language towards anyone (present or absent), or interrupting. You may not get as much airtime in meetings, at first but what you do or say will be much more effective because it carries the weight of credibility and responsibility. The following are the guidelines and tips that are helpful for dealing with people in general, at work and in social situations.

Forms of Business Etiquette

Dining Etiquette Telephone Etiquette E-Mail Etiquette Workplace Etiquette Dressing Etiquette

Its about people Talk to and visit people. Dont differentiate by position or standing within the company. Secretaries and clerical staff actually have tremendous power to help or hinder your career. Next time you need a document prepared or a conference room arranged for a presentation, watch how many people are involved with the process and make it a point to meet them and show your appreciation. Make it a point to arrive ten to fifteen minutes early and visit people who work near you. When you are visiting another site, linger over a cup of coffee and introduce yourself to people nearby. If you arrive early for a meeting, introduce yourself to the other participants. At social occasions, use the circumstances of the event itself as an icebreaker. After introducing yourself, ask how they know the host or how they like the snacks. Talk a little about yourself-your hobbies, kids, pets; just enough get people to open up about theirs and get to know you as a person. It is a good idea to remember what you can about people; and to be thoughtful. Send cards or letters on birthdays or congratulations for promotions or other events, send flowers or engagements, weddings or in condolence for the death of a loved one or a family member. People will remember your kindness, probably much longer than you will! Peers and subordinates A significant number of new appointees fail in their first jobs. The key reason for their failure is their inability to build good relationships with peers and subordinates. Social rank or class is a cornerstone of social interaction in many cultures. The corporate climate is no exception. People tend to feel uneasy until they have seen an organizational chart or figured out who reports to whom. They feel that it is more important to show respect and practice etiquette to superiors than with peers or subordinates.

The current ever-changing social and economic climate is one of rapid advancement through technology, which makes it very possible (and even likely) for a present colleague to become an important client tomorrow, or an administrative assistant to become a manager. Mergers and acquisitions add to this class mixing, causing a former competitor to become a co worker overnight. This can make things awkward if you treat people differently depending on their corporate standing. If you show respect and courtesy to everyone regardless of position or company, you avoid discomfort or damaging your chances in any unexpected turn of events. Having a consistent demeanour improves your credibility. Even the people at the top will begin your motives if you treat VIPs with impeccable courtesy and snap at counter clerks. Superiors The only thing you owe your boss above and beyond what you owe peers and subordinates is more information. Unobtrusively be sure he or she knows what you are doing, is alerted as early as possible to issues that may arise, and is aware of outcomes and milestones. It goes without saying that you should speak well of him or her within and outside the company.

Making Introductions
Introductions are one of the things we do frequently in our work life and daily life. The intention is to introduce several people to each other. There are few key rules to know to ensure you conduct your introductions smoothly and according to the traditions of business etiquette.

General tips for introductions:

Use friendly relaxed manner when introducing people. Remember to smile Mention both the first names and last names distinctly, including titles. However do not use first names in the following situations unless specifically requested to do so: o To a superior in ones business o To a business client or a customer o To a person of higher rank o To professional people offering their services o To an older person. If you are in a group and making many introductions at once, include a bit of information about each person. This helps facilitate further conversation In a large group, remembering many names and faces can be overwhelming. Try to introduce only a few people at a time. Be discrete and do not say anything that would embarrass the guest or those being introduced.

How to handle different introductory situations: The younger person is introduced to the older person A man is introduced to a woman A less important person is introduced to a more important person A younger couple is introduced to an older couple An untitled person is introduced to a titled person. For example, Mr. Vice-President, May I introduce you to Mr. Agarwal. Use titles, unless requested not to. If you forget someones name, apologize briefly and wait for the persons involved to volunteer their names. If you are uncertain how to pronounce someones name, ask them for the correct pronunciation prior to introducing them if possible. If you are introduced t someone and you do not hear the name clearly, simply ask them to repeat it.

Introducing yourself
There are occasions in which you need to introduce yourself. For example, if you are meeting new colleagues, associates or clients. To introduce yourself, extend your hand and say Hello, I am _____, I am the __________ with company ______.

Shaking hands
Types of handshake There are various types of handshake. But most commonly found handshakes are as follows : Wet Fish handshake Dead Fish handshake Hand hug handshake The bone crusher handshake Queens handshake or the hand pinch handshake

Wet Fish handshake The hand when shaken is as slippery as a wet fish indicating the nervousness from which the name cames. We tend to sweat when we are nervous. It means that the person can be traded easily as it shows a weak characeristic. Nervousness shows the weak character in you.

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Dead Fish handshake Dead handshake shows the low self image that the person has. There is no life in the hand shake of such person. There is no confidence. It is as if holding a dead fish which doesnot move. The person doesnot move his hands or pinches or does anything. It gives an impression of holding a dead fish in our hands.It is also known as limp handshake as limp means lack of internal strength.

Hand hug handshake Hand hug handshake is handshake wherein both the hands are used to shakehands. As we all know this a popular handshake among the politicians to show their trustworthiness to their people. It gives an assurance to the person who recieves the handshake that you are believable.In this handshake the clenched hands are covered with the other hand. Shaking the persons hand in between the two hands.

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Bone crusher handshake The bone crusher handshake shows the dominant personality traits. For example, I am the boss and you do what I tell attitude. It shows the authoritative attitude of a person. It may also be due to the persons weaknesses which he doesnot want the other person to know. As a result of which he shows his dominance right at the beginning itself with his handshake. It can be found among top officials, politicians etc who have an authoritative advantage over the other person. Also known as the finger squeeze handshake.

Queens handshake When only the fingers are offered for shaking instead of the palm is what is known as the queens handshake.It is also known as the palm pinch handshake. It can be commonly seen when handshake between a man and a woman. It is given by a person who is not having knowledge of proper handshake. They are not good at social skills and have their boundaries. They are not outspoken and is not correct for running an effective business.

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Hand pull handshake Hand pull hand shake shows an aggressive attitude by the person who offers his hands. This is when the person grabs your hand and pulls it close to them. This might be because of reasons such as difference in the regional tradition or insecurity or that the person wants to take control of the situation.

Proper Handshake
When you are introduced to someone you should always stand and shake hands and make eye contact. A handshake is the physical greeting that accompanies the verbal introduction. Not shaking hands could be perceived as a sign of rejection and could be very insulting to the other person. A handshake should be firm but not be bone crushing. You should grip the other persons hand so that the webs of your thumbs meet. Shake hands a couple of times being sure to perform the motion from elbow and not from the shoulder. If you are wearing gloves, you should remove them before shaking hands.

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Name tags
If name tags are worn, they should be placed on the right shoulder. The reason for this is that most people are right handed and when people shake hands, using their right hand, this is where the eye can best see the name tag and the name of the person.

Presenting business cards

It is essential to have a supply of business cards on hand at all times. They should be in a place that is easy to reach so you dont have to hunt or fumble for them when you need one. If you are going to be at a meeting or event where you expect you may want to have them available, place a few in your jacket pocket or in a convenient location in your purse. Always have business cards that are clean, neat and accurate. If you have more than one business, have more than one card and have them filed separately so that you can easily find the one you need. Old, dogeared business cards with information crossed out or corrected by hand do not portray a professional impression. Present your business card face up and turned so that the person you are giving it to can read it. Be selective in distributing business cards, dont hand them out as if you were dealing out a pack of cards. Give them to people who express an interest in you or who offer you theirs. If someone offers their card, dont turn it down. Most people, when they are handed a business card simply slip it into their pocket or folder without looking at it. When handed a business card, take time to read it. Say the name of the person out loud to check that you have the correct pronunciation. If you are uncertain of the pronunciation, ask them to pronounce it for you.

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Make note of the company name and the title and if possible comment on previous experience you have had with the company or ask something about the persons company or position there to show your interest.

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Effective Telephone usage and Etiquette

Telephone is an indispensable item of business equipment and, if used improperly, can cause client dissatisfaction or loss of customers. Telephone technology can create the illusion that you are a much bigger operation than you actually are. But if you dont know how to use the technology properly, you will create instead, the illusion of incompetence. Ask a callers permission before putting on hold. Studies indicate that callers become annoyed after being on hold for 17 seconds. Reduce their annoyance by asking permission, explaining why they are being put on hold and by giving an estimated time that will elapse before you return. Ensure that no more than four rings elapse before the call is directed is directed to voice mail. If the phone is to be answered in person, try to answer in three rings. Avoid leaving a phone ringing indefinitely without answering. If switchboard operators leave their post even for a short time, ensure that incoming calls are switched to voice mail. Answer the phone with your business name and your own name. If answering a call that has been transferred to you, answer with your name. Mistakes in transferring calls occur often enough that callers have little faith that the person saying Hello is actually the intended person. Be aware that coffee drinking, gum chewing and cigarette smoking are clearly audible over the telephone. Instruct personnel to avoid these activities while talking on the phone.
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Some Dos Return calls promptly Send E-mail rather than call if the message is not time sensitive Identify yourself in all forms of telecommunication Get to the point quickly Know what you are going to say before the beep when leaving a voice message

Some Donts Eat while talking on the phone Send faxes of more than 10 pages without asking for permission Interrupt a face-to-face interaction to talk on the phone Have an assistant place calls

Mobile Phones Switch off your mobile phones at meetings Ringing mobile phones disrupt meetings. Everyone, the holder included, gets disturbed. The object of the call may or may not be urgent but the caller has no way of knowing that you are at a meeting. It is best to switch off the device when you are unable to attend to it. If the meeting is a long one, and if you expect important calls, switch to the vibrator mode. When it vibrates, check as unobtrusively as you can and return to the meeting.

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E-Mail Etiquette
E-Mail is one form of written communication that is getting increasingly used in the modern world. This new form of communication has brought in its own set of peculiarities and hence a need to understand the medium is inherent to be an effective communicator. E-mailing is the surest way to reach via the electronic media, the most cost effective alternative to the phone, fax and courier. What is needed is a right attitude to communicate for building relationships, making friends, reaching relatives, interacting with acquaintances or just about bridging gaps of communication. E-mail is also the easiest and cheapest way to spread your business message. Starting e-mail newsletters, employing auto responders, participating in e-mail discussion lists, and other effective uses of e-mail all demonstrate the power and simplicity of e-mail. Email with all its might is still a tool for communication whose use depends on the user. Many people send email replies late or not at all, or send replies that do not actually answer the questions one asked. If one deals professionally with email, email etiquettes can provide him/her with that all important competitive edge. The need for email etiquette: Professionalism: by using proper email language you will convey a professional image. Efficiency: emails are to the point and are much more effective than poorly worded lengthy mails Protection from liability: employee awareness of email risks, will protect your company from costly law suits.
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Rules to be followed
Give a pertinent subject line: Make it easy for your reader to see what your email correspondence relates to. Many people fail to update their subject like and so mislead the receiver. Its important to realise that some people transfer mails to trash simply on reading the subject line. Hence if you really want people to read the email, make the subject line specific and interesting. Use Upper and lower case letters: One of the biggest mistakes people make is to type with their Caps lock on. Capitals are extremely rude in electronic media and seen like shouting in a verbal conversation. It is ok to use all-caps for headings and/or titles in your messages. Or even to emphasize certain words, but anything beyond that is equivalent to screaming at someone. Make up for the missing non-verbal: Several essential ingredients of communication are missing in email; these are the body language, the voice and the facial expressions of the sender. Because this information is missing it is very easy to have an email taken the wrong way. What may be written as a joke may be perceived as an insult because the reader cant see the smile on your face. What may be written as a straightforward explanation may be considered patronizing because the voice inflection, which would, in face-to-face conversation, differentiate the two, is missing. Therefore, explain the context of your thinking and reduce your chances of being misunderstood. Acknowledge the receipt of emails: It doesnt take long to write back to someone and say Thanks for an email. It can help the person at the other end simply because they know

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youve received it. If they dont hear back from you for some time theyre left wondering whether you received it or not. Emails dont go missing. Let people know youve got theirs. Especially if theyve gone to a lot of trouble to send you the information, submit an application or proposal, or send a complaint or inquiry. Be sharp and to the point: Messages should be concise and to the point. Using Abbreviations: Visual cues can be incorporated in a conversation. Facial expressions or body gestures are important and do matter a lot. But in business emails abbreviations such as BTW (By the way) LOL (laughing out loud) etc are not appropriate and the recipient may not be aware of them. Signatures: Attach a signature at the end of each message you send Grammar and punctuation: Dont Type in a big mass of text. Divide in paragraph, use applicable punctuation, commas, etc. Check spelling. Answer swiftly: Customers send an email because they wish to receive a quick response. If they did not want a quick response, they would send a letter or a fax. Therefore, each e-mail should be replied to within at least 24 hours, and preferably within the same working day. IF the email is complicated, just send an email back saying that you have received it and that you will get back to them. This will put the customers mind at rest and usually then they will be very patient. Add Disclaimers to your emails: It is important to add disclaimers to your internal and external mails, since this can help protect your company from liability. Read the email before you send it: Check for mistakes which may have inadvertently cropped in. Reading the email through the eyes of the recipient will help you send a more effective message and avoid misunderstandings and inappropriate comments.
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Use BCC field or mail merge: To avoid publicizing someone elses email address without their permission, place all addresses besides the intended recipients in the BCC field. If using Microsoft outlook and MS word, using the mail merge feature allows you to address each recipient personally. Use active voice instead of passive: Try to use the active voice of a verb whenever possible. For instance, we will process your order shortly sounds better than your order will be processed shortly. The former sounds more personal and involved whereas the latter sounds unnecessarily formal. Do not overuse Reply to all: Only use Reply to all option if you really need your message to be seen by each person who received the original message. Do not use e-mail to discuss confidential information.

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Dressing Etiquette
Introduction

Dressing for work

It can be insulting to your co-workers or clients to show a lack of concern about your appearance. Being wrinkled, unshaven, smelly or unkempt communicates that you do not care enough about the situation, people or the company to present yourself respectably. One must always practice impeccable grooming. Unless the job requires you to wear a uniform, choosing clothing for work can be difficult. Dressing for office no longer means a formal tie and suit attire only. Although a majority of offices still expect their employees to carry that one conservative code of dress, but with the IT era, a lot of companies have come to accept informal dressing. However this shift has left employee confused on the fine line between casual and sloppy.

Dressing etiquette some common points

Hair : Hair should be clean and neatly styled. One must wash their hair frequently and not have hair styles like spikes etc. and women should avoid wearing glittering hairbands etc. That doesnt mean you should not have any style. Only thing is it should be professional. Always keep a hairstyle which suits your face. There shouldnt be any unwanted hair. Face : As far as face is concerned it should be neat and bright and always presentable. So women should wear light make up to their face. It should neither be flashy nor be dull. It should also be suitable for their face and complexion. As far as men are concerned they should have their face cleanly shaven. They should

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not shave once in a week and walk into offices with beards which is not proper etiquette. Mouth : Your mouth should be clean. Brush your teeth properly. Use chocolate or gums to remove the smell of cigar after you smoke. Do not go directly and talk to any person after smoking as they may catch a bad breath. So always make sure to have something to subside the smell. Use a mouthwash after you brush your teeth. Hands : Both men and women must have clean hands. They should regularly and neatly trim their finger nails. There shouldnt be any dirt in the nail. It should be cleaned as well. Women should not wear glittering nail paints. Body : Always shower before going to office. It is very indecent to go to office without a shower. Use deodorant if you are a person who sweats profusely. But do not use perfume along with your cologne as they may not complement each other. Do not use too much of the perfume or deodorant. Deodorants are not for the whole office to know that the smell is coming from you. Other points : Do not groom yourselves in the office. Do not comb your hair in front of everyone. Wear clothes which are neatly pressed and wrinkle-free. Do not wear unpolished shoes to office. Wear clothes which are well fitting, not too tight or too loose. Always show care in choosing your accessories, bags, jewellery etc. both for men and women. Tattoos are not for professionals. Dress according to the region and climate and make sure that you are presentable at the same time comfortable.

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Specific etiquette for men

In most of the organisation formal dress for men is coat shirt and suit. The colour of the coat should complement the colour of the trousers. It should fit perfectly. Care should be taken even in matching the tie. The buttons and zippers should be good. Dark colours are preferable for coats. There are certain shades which do not look business like. Avoid those colours. Avoid shining material shirts. Choose a good fabric for your dress both suitable and comfortable to you. The tie should neither be long nor short. Know how to tie the tie properly. Always wear leather belt. Wear proper formal socks and not any other socks. Never wear torn socks. It will be degrading you. Men should avoid wearing jewellery. Always wear leather shoes that are polished neatly. If there is any dress code apart from these specified by the organisation then it shall be adhered to as well.

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Specific etiquette for women

Women have the option of wearing either formal suit or salwar suits or saree as far as India is concerned. The dress should be neatly pressed. They should avoid too much of accessories. Women can wear medium heels. However it should be comfortable to walk with. Do your make up wisely. Do not apply too much of makeup. Do not wear low neck or attractive clothes. Hair should be neatly combed and tied up or be held in place. No hair should fall on face. You must be neat. Wear clothes only if you can carry yourself well in it especially when it comes to saree. Do not wear something which you are not used to wearing and which you are not comfortable in. Dress must be properly pinned. Avoid wearing glaring jewellery and attracting to much of attention out of the way of work. Unwanted hair is not ethical and it should be removed.

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Concept of Business casuals

Business casual does not mean you can wear anything of your comfort to office. One should never wear jeans for business casual. It just means you can wear dresses apart from suit. The practice of casual may vary from one organisation to another. Even though it is casual wear it should be neatly washed and ironed. Men need not wear ties or coats. But they must wear matching socks, bet and proper shoes. Women can wear anything which is appropriate and decent. Women should avoid tight clothing. One has to dress according to their job and industry. If you are a manager, dress like a manager goes the universal theory on dressing for success. It means you ha ve to dress according to your job profile. All you have to do is identify your job profile. Not all executives, even if theyre roughly on the same level in the corporate ladder dress the same way. One executives everyday office attire could be another executives formal banquet attire. Each industry has its own peculiar dress code. For instance, those in creative fields, like publishing and advertising, allow more flamboyant dressing, with room for those stylish individual touches. Dress for the occasion. Even within an industry, the dress code prescribes certain attires for certain occasions. In case of your superiors farewell party, you need to be dressed formally. However for a weekend office meet you can sport the casual look. If you have to attend or host a meeting, then a formal look is essential. It is not only your superiors and peers that expect you to dress a certain way, your clients and suppliers have similar expectations. Again if you are a newcomer to the industry, it helps to ask the more experienced employees for advice on how to dress right.

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Dining Etiquette
Many impressions are formed during a social gathering like parties or dinners. This can make or break a key business arrangement, whether or not business is discussed directly. Before an event, use your address book or database to refresh your memory about the people you are likely to meet. If you forget someones name, you can

sometimes cover by introducing a person you do know first which will usually prompt the unknown person to introduce him or herself. If it doesnt work, an admission and an apology that youve had a mental block is preferable to obvious flailing around.

Tips for Business dining

Good manners do more than show off your good upbringing. When you know and practice the rules of etiquette, you can relax in social situations. You dont need to nervously second guess your every move. That means you can concentrate on the business at hand and get the job done. Answer an invitation within twenty-four hours. Briefcases and handbags should be placed out of the way and out of sight. Dont put them on the table or block the waiters path. Chew with your mouth closed and be careful not to make any distracting noises. Dont pass the salt without pepper. Excuse yourself if you must leave. Fold your napkin neatly and place it on your chair. Push the chair back into the table and walk away. Call and confirm your dinner engagement just in case. Check the time, directions and dress code.
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Keep pace with your companions. Skip a course if you are lagging behind. Slow down if you are bolting ahead.

Napkins belong on your lap and do not tuck them under your chin. When you are done with the meal place them on the left side of the plate and not on the dirty dish.

Order last if you are the host. Ensure your guests comfort first. Do not comb, smoothen or even touch your hair. Refrain from eating until the guest of honour (seated to the hosts right) begins. If you are the guest of honour, do not begin eating until everyone has been served.

Sit when the host gestures you towards a seat. Dont just walk up and grab a place at the table. Likewise, if you are the host, plan seating arrangements beforehand.

Toothpicks are not to be used in front of companions Complain about poor service, poor quality food etc. in a feedback form or a separate letter to the manager of the restaurant next day. Refrain from creating a scene during the dinner and making the guests uncomfortable. Simply say, This restaurant is not up to its usual high quality tonight, and leave it at that.

Wait for your hosts or guests if they are late. Do not order a drink or unfold your napkin or start eating the bread. The table should be clean when the companions arrive.

Expect the host to pay the bill. Do not argue when the bill comes Your mouth should not be full of food when you take a sip of wine or water. Chew, swallow and then take a drink.

Zipper your mouth. Never complain when you are the guest. If the food is terrible, grin and bear it. If you spot a bug on the wall, look the other way.

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When sitting at a banquet table, you may begin eating when two people to your left and right are served. If you havent been served, but most of your table has, encourage others.

Reach only for items in front of you, ask that other items be passed by a neighbour. Offer to the left; pass to the right, also once things start being passed go with the flow.

The Dinner Table Setting

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Bread plates to the left, liquids to the right; use utensils farthest from the plate first and work inwards with each course.

The fork goes on the left. The spoon and knife go on the right. Food items go on the left, so your bread plate is on your left. Drinks including coffee cups should be on the right.

Dessert utensils are placed above your dinner plate.

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Conclusion
When it comes to office etiquette, there is a lot to consider and a lot more to learn. Volumes of information have been written on what is right and correct in business etiquette. The important thing to remember is that if you strive to make the prople around you feel comfortable and valued, you have succeeded to a great extent. Good manners do more than show off your good upbringing. When you know and practice the rules of etiquette, you can relax in social situations. You dont need to nervously second guess your every move. That means you can concentrate on the business at hand and get the job done.

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