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Business Etiquette and Protocol


Business networking in social situations

Never introduce yourself by
your title

Keep your right hand free Stay informed of current


Maintain eye contact

Showing Respect
Always use last names with customers unless they are about your age and

Dont keep customers waiting Escort clients out When someone of higher rank or from outside the organization enters,
everyone in the office stands

Junior employees stand until seniors sit

Etiquette Basics Creating a positive image


Exhibit a positive attitude and pleasant demeanor

Use a firm handshake

Maintain good eye contact Appropriate introductions introduce someone by their title and last name (Ms. Mrs. Mr. Dr. Taneja), unless otherwise specified

Rise when you are introducing someone or you are being introduced Nonverbal communication is important

Introduce to the more important person Mr. President, I would
like you to meet Mr. New Hire

If people are of equal importance, introduce younger person to older


Forms of Address

Ms. is the correct honorific for a woman in the business arena, regardless of what she calls herself in her private life. Although revived by twentieth-century feminists, Ms. has been around since at least the seventeenth century as an abbreviation for the honorific Mistress which applied to both married and unmarried women, and from which both Miss and Mrs. derive.
Copyright 2011 by The Protocol School of Washington

Greetings & Introductions

Include something of interest that would start a conversation if the situation

When you have been introduced, use the persons name three times. Ask to have the name repeated if it was not clear. Be honest! Say if you do not remember their name. Offer your name first.


Formula for Introductions

Greater authority RECEIVES Lesser authority

Order of Precedence
Senior executive RECEIVES Junior executive Official person RECEIVES Nonofficial person Client RECEIVES Fellow executive

For Your Information

Hints and Tips:

Repeat the name during introduction Business cards, preserve at all costs Present facing the receiver Read and comment on business card

Common Problem Areas

If you forget someones name, be honest If your name is mispronounced, politely say the correct

If someone forgets to introduce you, politely introduce yourself Wait to use a persons first name until instructed to do so When unsure, follow the lead of others

The Proper Handshake

Involves eye contact Is firm and painless Lasts three seconds Takes only 2 or 3 pumps Starts and stops crisply Does not continue through the entire introduction


Handshaking The Ultimate Greeting

The bone crusher

The glove handshake

The fingertip holder

Handshaking The Ultimate Greeting

We Notice Persons Non-Verbally

A handshake reveals A handshake conveys

Handshaking is a Form of Communication

Handshaking is an important contact What happens when you extend your hand?

Power Points for Handshaking:

Right hand Thumb up and fingers out Avoid thumb down, fingers curled


Shake from the elbow

Two smooth pumps

Shoulder-to-shoulder Avoid fragrance Avoid large rings Handshaking rules
NOTE: No matter where your business takes you, make sure every meeting, begins and ends with a handshake.

Ready to connect

Both hands are connecting

A correct handshake

Hugs and Kisses

Hugs or kisses are inappropriate in
any business environment.

Touching others in the workplace,

of the same gender or not, is impolite.



5 Seconds to Make an Impression 21 Days to Start a Pattern 100 Days to Become Automatic 30 Days to Forget a Message 66% is Forgotten in 24 Hours 8 Days of Constant Reminding for 90% Retention

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