PROFESSIONALISM
INTRODUCTION
Etiquette refers to conventional rules of social behaviour or professional conduct. These rules are unwritten and act as norms to be observed by all professionals who work as a team in a particular company or department. They help individuals identify what sort of behaviour is appropriate or inappropriate in a business environment.
Professional etiquette affects business deals. An intelligent business executive knows that visitors assess the status of a company not just from its balance sheets and inventory books but also from the manner in which they are received, addressed, taken around, and briefed in the boardroom. In business, as in life, etiquette is a self-rewarding trait. Successful professionals know how to conduct themselves at company meetings, parties, and dinners. They are aware of their company's culture and etiquette. Further, business etiquette means more than just being nice. It is fundamental to conducting business successfully. Those who ignore norms run the risk of being labelled as “unfriendly" or "inflexible”. This may disrupt the smooth working of the team by causing misunderstandings or tension among fellow workers.
Choosing to be habitually late for meetings, ignoring deadlines, indulging in character assassination during coffee breaks, or demanding (as a right) instead of requesting (as a favour) help are examples of ignoring, knowingly or unknowingly, the rules of good professional conduct, behaviour, and etiquette.
Every workplace evolves its own norms of behaviour and attitude. For example, if one were to undertake a survey of banks or hospitals during lunch breaks, one would notice that in some companies everyone resumes working without even a minute's delay after lunch, while in others taking an extra 10 to 15 minutes for lunch may be a general practice. In such cases, the etiquette is not governed by rules written down anywhere.
In Professionalism, take care of the following things-
Introductions (Personal Etiquettes)
Telephone/cell phone calls
Business dining (Food Etiquettes)
Interaction with foreign clients
Business-to-business etiquette
Here is the description of the behaviour and customs that would be considered priate and acceptable in most business organizations in modern, mostly westernized workplaces.
This approach to business etiquette assumes that each business setting has its own business protocols that an employee learns by working in that environment and observing others. But there are general rules of business etiquette that are based on the fundamental principles of organizational behaviour. In an organization, the basic concern is to create a comfortable and effective work environment where each helps others work with ease. This is made possible by empathizing with others' concerns and priorities. Identifying with others is the best form of business etiquette. person
Learning the rules of business etiquette helps professionals be comfortable in any business setting. Let us, therefore, consider some common situations in business and find out how to act appropriately.
INTRODUCTIONS
First impressions and meetings play a significant role in facilitating a business relationship. It is important, therefore, to make a positive impression when meeting someone for the first time.
Self-introductions
A confident self-introduction always makes a positive first impression, but many people are reluctant to introduce themselves. This may be because they think it too bold an act or they feel too shy to do so. But when two people meet for the first time, they are bound to want to know each other's identity, affiliation, and purpose. Even when people meet the second or third time after a gap of some weeks, there is no harm in repeating introductions by saying something simple like,
“Good morning, I'm Smita Sharma”.
Suppose two applicants are waiting for an interview with the general manager of marketing of a company. They are sitting in the waiting lounge across the corridor leading to the general manager's office. A smart-looking middle-aged executive walks into the corridor moving towards the general manager's office. The candidates are not sure whether he is the person for whom they have been waiting. Now, suppose one of them stands up, walks up to him, and says,
“Good morning, I am Reena Seth. I am here for an interview with Mr S. K. Nair”.
Hopefully, the person would respond, “Good morning! I am Mr Nair. Pleased to meet you. We shall have the interview shortly”.
Here Reena Seth's bold introduction to Mr Nair would give her an edge over the other candidate, who remained silent.
Introducing others
It is common to have to introduce others at business meetings. A clear and complete introduction of each person, both members of the visiting party and the host party, makes everyone feel relaxed and creates a congenial atmosphere for the meeting. In such situations, the person who is making the introductions should know the names and professional statuses of both parties before the meeting. The professional status refers to the role the person plays in the business transaction.
Normally, the senior-most person among the visitors or the host team introduces the other members of his or her group. The practice is that visitors are first introduced to the hosts. Then members of the host group are introduced. Usually a senior is not introduced to a junior, but instead, the lowest-ranked person is introduced to the highest-ranked person. Accordingly, avoid saying to the CEO of a company: “Mr Chopra, may I introduce you to Payal Muttoo? Payal is this year's first position holder and a gold medalist , working in our placement department”. Instead, say “Mr Chopra, may I introduce Payal Muttoo to you? Payal is this year's university topper and gold medalist, working in our placement department”.
Notice two things here. One, the polite form “May I introduce..." is appropriate and formal when speaking to a superior. But when introducing someone to others it is okay to just say, “This is Neelam Gulati. Neelam is a senior lecturer in finance”. Also note that this introduction repeats the name so that it is duly received and remembered by the other person. To repeat the name naturally, the person who is making the introductions has to create a context by mentioning a significant detail about the person concerned, such as what work they do.
Handshakes and Non-verbal Gestures
Most business meetings begin and end with a handshake. Shake hands after the introduction by extending your right hand and firmly holding the other person's right hand very briefly. In modern business, a handshake is a non-verbal clue of friendliness.
The handshake is so spontaneous that usually both parties simultaneously put forward their right hands to make the gesture. Nowadays, in business, as in society, there is no gender distinction and women shake hands in business situations too. Sometimes, while parting, people shake hands again or put their arm on the back or shoulder of the other person to communicate warmth.
As a winning form of non-verbal communication, handshakes must be accompanied by eye contact and a gentle smile.
BUSINESS DINING
Business meetings with colleagues or clients can be before or after office hours and can be for formal occasions such as lunch or dinner parties or informal Occasions such as social functions and festivals, religious ceremonies, weddings, or birthday parties. At such occasions, one should follow the cultural norms of the company, group, or organitation. For instance, meals with colleagues, clients, or consultants have their own profocol and code of behaviour that must be followed for negotiating business deals. Keep in mind that such occasions are, in fact, business activities; therefore, act with a sense of responsibility. Do not consider these merely occasions for socializing. Some established norms regarding business meals are discussed here-
The Host
The host should invite the guests personally and confirm the date, time, and place in writing if possible . If the venue is new for the guest, the host should help him or her by giving directions. The invitation could also give information on who else is invited--for instance one can say: “My colleague Abhishek, who is looking after management trainees, will also be joining us”. It is a good practice to confirm the scheduled meeting a day prior to the event . The host should plan to reach the venue a little ahead of the given time and personally check the seating arrangements. The host should also receive the guests personally outside the dining hall and move inside together. It is courteous to ask the guest to order his or her choice of dishes and drinks and it is only proper for the host to pay the bill. Similarly, the host should also arrange for taxis to take the guest back to his or her place of work or stay. Business conversations are conducted in an informal manner that is free and relaxed.
After some initial pleasantries, the host opens the meeting, starting with the background that provides the context for the specific matter to be discussed. If necessary, some points or conclusions can be noted down.
Business meals provide opportunities for easy give-and-take and negotiation. They bring together two complementary parties, such as employers and prospective employees, companies and clients, interviewers and interviewees, as equals at a social occasion.
The Guest
Guests should stick to their personal dietary preferences. If for religious or personal reasons a guest cannot eat something specific, he or should be able to refuse politely.
Table Manners
Business dinners are formal Occasions and forks, knives, and spoons are often used. Indian food is generally eaten with one's hands, which is also acceptable. But, one should know how to use a knite and fork. Some general rules of correct use of cutlery are here-
Placed from left to Right Away from the Diner
▪️A blunt butter knife placed on bread and butter plate
▪️Water glass, red wine glass of white wine glass
▪️Dessert spoon t(ogether with dessert fork)
▪️Coffee cup and saucer
Placed from Right to Left Near the Diner
▪️Soup spoon
▪️Tea spoon
▪️Dinner knife
▪️Dinner plate
▪️Dinner fork
▪️Salad fork
▪️Dinner napkin
How to Use a Knife and Fork
The rule for using a knife and a fork is quite simple -- the knife cuts the food and the fork places it into the mouth. The knife is only for cutting food into small pieces be it vegetables, meat, or any other food. It should never be placed in the mouth. The knife is always held in the right hand. The fork is first held in the left hand with the knife in the right hand, to cut the food into small pieces. Then the knife is kept on the plate and in its place the fork is held in the right hand and used to place the food in the mouth. When not in use, both knife and fork rest on a side plate, never on the table.
The basic difference between Asian and European styles of eating is that in Asia, specially India and Pakistan, people often pick up a large piece of food with their hands instead of using a fork and knife. This is not done by Americans or Europeans who cut their food into small pieces. Generally, westerners eat with their mouths closed, whereas Asians may have their mouths partially open. These differences in styles of eating are only cultural. They are based on convenience and habits.
The best rule is to eat the way one is accustomed to eating. Use whatever cutlery you regufarly use with elegance at formal business meals. If you are comfortable eating with hands, use your hand. If you need a spoon, ask for it.
How to Get the Server's Attention
Usually, waiters are watchful. A little signal from the diners catches their attention immediately. However, if someone needs to call the waiter, the best way is to establish eye contact and if necessary turn a little towards him or her. The best thing to say is "excuse me".
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