UNIT II Personality

Development
Dr. S V Vageesha
Incharge Civil
Presentation Components
Business Etiquettes and Public Speaking, Business
Manners, Body Language Gestures, Email and Net
Etiquettes, Etiquettes of written word, Etiquettes on
the Phone, Handling Business Meetings, Introducing
Chracterstic, Model Speeches, Role play on Selected
topics with case analysis and real life experiences
Business Etiquettes and Public Speaking
Business etiquette is the behavior and manners
considered appropriate in the business and
professional world.
 Business etiquette involves rules of conduct that allow
us to communicate with people in business and to
interact with them in a civilized manner.
 Most people who are successful in the business and
professional world conform to these guidelines of
expected behavior.2
Business Etiquettes
Research findings indicate that etiquette is important to
business success.
Results of a survey of 200 members of the American
Marketing Association revealed that a majority of
respondents (91.1%) rated etiquette as either very
important or important to business success, regard- less of
age, gender, educational level, income, or marital status.
Despite the acknowledged importance of business
etiquette, research has shown that a lack of courtesy and
respect for others is currently a serious problem in the
United States.
Business Etiquettes : Business
Communication
Communication is neither transmission of message nor
message itself.
It is the mutual exchange of understanding, originating with
the receiver.
Communication needs to be effective in business.
Communication is essence of management.
The basic functions of management (Planning,
Organizing, Staffing, Directing and Controlling) cannot
be performed well without effective communication.
Business communication involves constant flow of
information.
Business Communication
Business Communication is goal oriented.
The rules, regulations and policies of a company have to be
communicated to people within and outside the organization.
Business Communication is regulated by certain rules and norms.
 Effective business communication helps in building goodwill of
an organization.
In older times, business communication was limited to paper-
work, telephone calls etc.
But now with advent of technology, cell phones, video
conferencing, emails, satellite communication to support
business communication.
Business Communication
Communication incorporates, besides commonality,
the concepts of transfer, meaning and information.
 It implies that there must be a receiver if
communication is to occur.
The sender of message must consider the receiver
while structuring his message from a technical
standpoint as well as in delivering
Purpose of Business Communication
For instruction: The instructive function unvarying and importantly deals with the
commanding nature. It is more or less of directive nature. Under this, the communicator
transmits with necessary directives and guidance to the next level, so as to enable them to
accomplish his particular tasks. In this, instructions basically flow from top to the lower level.
For integration: It is consolidated function under which integration of activities is
endeavoured. The integration function of communication mainly involves to bring about
inter-relationship among the various functions of the business organization. It helps in the
unification of different management functions.
For information: The purposes or function of communication in an organization is to
inform the individual or group about the particular task or company policies and procedures
etc. Top management informs policies to the lower level through the middle level. In turn,the
lower level informs the top level the reaction through the middle level. Information canflow
vertically, horizontally and diagonally across the organization. Becoming informed orinform
others is the main purpose of communication.
For evaluation: Examination of activities to form an idea or judgement of the worth of
task is achieved through communication. Communication is a tool to appraise the individual
or team, their contribution to the organization. Evaluating one’s own inputs or other’s outputs
or some ideological scheme demands an adequate and effective communication process.
 Purposes of Communication
For direction: Communication is necessary to issue directions by the top management or manager
to the lower level. Employee can perform better when he is directed by his senior. Directing others
may be communicated either orally or in writing. An order may be common order, request order or
implied order.
For teaching: The importance of personal safety on the job has been greatly recognized. A complete
communication process is required to teach and educate workers about personal safety on the jobs.
This communication helps the workers to avert accidents, risk etc. and avoid cost, procedures etc.
For influencing: A complete communication process is necessary in influencing others or being
influenced. The individual having potential to influence others can easily persuade others. It implies
the provision of feedback which tells the effect of communication.
For image building: A business enterprise cannot isolate from the rest of the society. There is
interrelationship and interdependence between the society and an enterprise operating into the
society. Goodwill and confidence are necessarily created among the public. It can be done by the
communication with the different media, which has to project the image of the firm in the society.
Through an effective external communication system, an enterprise hast o inform the society about
its goals, activities, progress and social responsibility.
For employees orientation: When a new employee enter into the organization at that time he or
she will be unknown to the organization programs, policies, culture etc. Communication helps to
make people acquainted with the co-employees, superior and with the policies, objectives, rules and
regulations of the organization.
Public Speaking

You can shape the audience’s perceptions of you

and your message by the way you dress, stand,
project your voice, and speak with authority

“If you can speak, you can influence. If you can

influence, you can change lives”
(Rob Brown, motivational business speaker)
Public Speaking
Public speaking can serve the purpose of transmitting information,
telling a story, motivating people to act or encouraging people.
This type of speech is deliberately structured with three general
purposes: to inform, to persuade and to entertain.
Knowing when public speaking is most effective and how it is done
properly are key to understanding the importance of it.
Public speaking for business and commercial events is often done
by professionals. These speakers can be contracted independently,
through representation by a speakers bureau, or by other means.
Public speaking plays a large role in the professional world. In fact,
it is believed that 70 percent of all jobs involve some form of public
speaking.
Public Speaking
 
Public speaking is speaking to a group of people in a structured,
deliberate manner intended to inform, influence, or entertain
the listeners.
The purpose of public speaking can range from simply
transmitting information, to motivating people to act, to simply
telling a story.
A good orator should be able to change the emotions of their
listener, not just inform them.
In public speaking, as in any form of communication, there are
five basic elements, often expressed as "who is saying what to
whom utilizing what medium with what effects?
Public Speaking
Presentation effectiveness is not only related to what the
speaker says but to elements related to nonverbal
communication and good manners as well.
Speakers’ dress, their eye contact and body language, their
vocal characteristics, their use of visual aids, their apparent
preparation, and their use of time when speaking to a group
largely determines both personal and organizational
credibility.
 In addition to speaker behavior and etiquette, other important
aspects of presentations that require knowledge of good
manners are presenter introductions and audience etiquette.
Public Speaking
Public Speaking : Elements
EYE CONTACT, POSTURE, AND GESTURES
The most important nonverbal communicator when speaking to an
audience is eye contact.
 With direct eye contact, the speaker appears more confident and more
accepting of audience feedback. Eye contact, accompanied by a smile,
gives the audience the impression that the speaker is happy to be there.
Experts advise connecting with individuals rather than letting the eyes
sweep over the audience without making eye contact with anyone in
particular.
A good technique to use is to select a person in the audience who is
smiling and nodding in agreement and to talk directly to that person,
then choose another, focusing on each person about three to five
seconds.
Public Speaking : Elements
EYE CONTACT, POSTURE, AND GESTURES
Gestures are helpful for a speaker; they complement,
clarify, and intensify the spoken message.
Speakers who use some gestures appear more at ease
than those who use no gestures.
Gestures may be voluntary or involuntary and may
support a point or call attention to the speaker’s
discomfort.
Public Speaking
PRESENTATION ATTIRE
People form impressions of others within about a minute; much
of this initial impression is based on such nonverbal elements as
dress and appearance.
Successful speakers recognize that appropriate attire conveys
expertise, trustworthiness, and dynamism. Being dressed appro-
priately will boost a speaker’s confidence and make him or her
more at ease before a group.
How a speaker dresses is also related to respect.
Some listeners will make judgments about the message based on
their interpretation of the respect being shown them by the
speaker’s choice of attire.
Public Speaking
PRESENTATION ATTIRE
Presenters should dress so they stand out, not stick out; they should remember
that presentation attire includes not only their clothing but their hair style,
grooming, and accessories as well.
Shoes are especially important to presenters; they should be well shined and in
good repair as the audience will scrutinize them.
Men should remember to wear hose that are long enough so that no bare leg shows
when they are seated.
Accessories should be conservative; jewelry should be kept to a minimum and
should not be distracting.
Distracting jewelry is jewelry that sparkles, dangles, or makes a noise.15 Hair should
be clean and styled conservatively; nails should be clean and well trimmed.
In short, speakers should dress in a way that does not distract the audience and
detract from the message.
Public Speaking : Elements
VOCAL CHARACTERISTICS
Vocal image is important in establishing a speaker’s credibility.
Varying the rate, pitch, and volume enhances a person’s image.
Speakers with a smooth and clear vocal image, with good volume,
and with a varied speech rate free of hesitation are thought to be
more dynamic and trust- worthy.
Weaknesses in vocal image include speaking at a steady, even
pace; speaking in a monotone; maintaining one level of volume
through- out the presentation; and improper use of pauses.
Presenters who speak too slowly or in a low voice, as well as those
who mispronounce words and use poor grammar, damage their
credibility.
Public Speaking : Elements
VOCAL CHARACTERISTICS
Silent pauses are desirable; they allow time for the audience to get the full impact
of what the speaker said.
Pausing is useful before changing the subject or for emphasizing a point. Vocalized
pauses and fillers, however, can be distracting.
A vocalized pause is a pause a speaker fills with ‘‘uh,’’ ‘‘um,’’ or ‘‘okay.’’ When
vocalized pauses are used frequently, listeners become distracted and start
noticing these fillers and lose sight of the message content.
These vocalized pauses can, in fact, be just as distracting as slang and regional
peculiarities in speech.
Speakers who have picked up local accents and speech patterns must make a real
effort to lose them, especially when they move to another part of the country where
such regionalisms can be distracting.
In addition to these fillers, some speakers use speech tics that are popular at the
time, such as ‘‘like,’’ ‘‘you know,’’ ‘‘really,’’ ‘‘basically,’’ and ‘‘actually.’’21
Public Speaking : Elements
PRESENTATION ORGANIZATION
After determining the subject of the presentation, the speaker should follow this
plan: tell what you are going to tell, tell it, and tell what you have told. Following this
plan will result in a talk with three sections: introduction, body, and conclusion.
In the first element of the introduction, the speaker attempts to get a favorable
reaction from the audience. While some speakers think they can get a positive
reaction by telling a humorous story, others prefer to avoid humor. Additional ways
to gain the listeners’ attention are beginning with a startling fact, reading a short
quotation that introduces the topic, giving a related statistic, or asking an
appropriate question
In the body of the talk, the speaker should remember to limit the body to a
maximum of five main points.
The body can be organized by importance, with the most important topic presented
first; by component, which means presenting information by geographical location,
department, etc.; by chronology, which means presenting information in the order
of occurrence; or by cause/effect/solution, which is self- explanatory.
Public Speaking Elements
PRESENTATION ORGANIZATION
The conclusion of a talk is just as important as the
introduction. Closing remarks are so important that
memorizing them is recommended. When
presentations end on a weak note, because they are
either too lengthy or too abrupt, audiences tend to
remember that fact
Public Speaking : Elements
HUMOR
Humor in presentations to build rapport with the audience and to
provide a bit of levity.
Speakers know that people enjoy a good laugh and that they tend to
like presenters who are humorous.
 When they like a speaker, audience members are more likely to listen
carefully
When deciding upon the type of humor appropriate for the occasion,
follow these guidelines: Make sure the humor is related to the topic;
use humor the audience can understand; and avoid sarcasm,
embarrassing anyone, profanity, and jokes or anecdotes related to
gender, politics, eth- nicity, religion, or jokes with sexual undertones.
Public Speaking Elements
VISUAL AIDS
Visual aids can be very useful for gaining attention and for
helping audience members retain information.
Since people remember half of what they both see and hear, as
opposed to only one-fifth of what they hear and about one-third
of what they see, visual aids are helpful for both increased
comprehension and retention.
Visual aids give a polished touch to presentations; they are
evidence of preparation and enhance the speaker’s credibility.
Visual aids are especially useful in multicultural audiences;
people whose first language is other than English can follow the
presentation easier with well-prepared visuals.
Public Speaking Elements
VISUAL AIDS
Presenters who use notes should be aware that their
use can interfere with effective delivery of the message.
Use of notes may be interpreted by the audience as
lack of preparation; reading from notes may result in a
loss of the attention of the audience. In addition, the
constant movement of the speaker’s eyes from the
notes to the audience can be annoying.
Public Speaking Elements :
Visual Aids
To design effective visual aids, use the KISS and the KILL Methods.
KISS stands for Keep It Short and Simple. Limiting the information to
one idea per visual is recommended. The KILL Method means Keep It
Large and Legible.
 When using presentation software, such as Power- Point, a large font
size should be used: at least 24-point font for text and 28- to 42-point
font for titles. To increase legibility, a sans serif font (no strokes or
‘‘feet’’ after letters) such as Arial, is recommended. In addition,
the number of bullet points per slide should be limited to five, and the
structure should be parallel.
The ‘‘build’’ effect (revealing only a single bullet point at a time) is
effective but should not be overdone.
Clip art should be used sparingly if at all.
The same color scheme should be used throughout the presentation.
Public Speaking Skills :
Presenter Etiquette
Speakers should be on time.
 Punctuality in a time-conscious culture such as the United States
shows respect for the time of people in the audience.
 Tardiness indicates that a person is inconsiderate, disrespectful,
and disorganized.
Being well prepared is essential.
Audiences will remain more alert and interested when the speaker
has organized, practiced, and timed the presentation.
Inadequate preparation, which soon becomes evident to the
audience, shows a lack of considera tion for people who have
taken time out of their busy lives to listen to what they had
assumed would be an enlightened, stimulating presentation
Public Speaking Skills :
Presenter Etiquette
Speakers should ask someone to monitor the time and
signal them when they are approaching their allotted
time so that they do not have to glance at their
watches.
Smart speakers will start on time and end on time
even if they have to omit parts of the presentation they
had intended to cover.
Public Speaking
6 Body Language Tips for Public Speaking to Make You Sound Super Confident
“If you can speak, you can influence. If you can influence, you can change lives”
(Rob Brown, motivational business speaker)
We all know that the ability to present our ideas and ourselves in the best way can make a difference in our professional career.
Sooner or later, we all have to face the presentation of a project, a public speech or a videoconference and, whether you are a beginner or a veteran, there is always something you can do to hone your communication skills.
In this article, we aimed to reveal you the secrets of the experts that will help you reduce anxiety and improve your public speaking skills with body language.
MISTAKES TO AVOID:
Eye dart
Effective eye contact is probably the most important non-verbal skill during communication.
Nonetheless, from beginners to veterans, most of the public speakers fail to maintain sustained eye contact with their listeners.
What can it mean?
Your audience should perceive it as a lack of sincerity, interest, security, and you could appear arrogant and detached.
We know that probably it is just shyness or embarrassment, but remember that you know exactly what you are talking about; you handle the topic better than your audience, so try to maintain eye contact for at least three
seconds per person, gazing out the entire perimeter of the room.
Put your hands in the pockets
Many speakers put their hands in their pockets, fiddling with keys or putting the thumbs into the belt loops.
Maybe some of you may think that is a good solution because you avoid gesticulating but actually is not advisable since you are drawing attention to the wrong part of your body.
You should try to stay relaxed and have natural and spontaneous gestures since they supplement what you are saying.
Stand perfectly still or move from side to side​
“In medio stat virtus” (Virtue stands in the middle) is a Latin expression that perfectly conveys the idea.
In fact, on one side, an audience can lose interest in a speaker who doesn’t move; on the other, moving continuously can be annoying.
Therefore, body movement is very important and should be slow and planned to command attention, since is a good way to communicate confidence.
WINNING TIPS:
Move-in the right way
As we told before, a good speaker must be able to develop great body language techniques, in order to capture the attention and be remembered.
That means using your body moving around the stage with purpose, making eye contact and having great posture.
If you are able to combine a correct body language with a charming vocal impression, you will make your message memorable!
Use your space and time
The way you use the space and the time you have to say something about your self-confidence.
Using little space and speaking quickly is not very convincing; using more space and speaking slowly is much better.
Public speakers remember: the stage is your world! Show your listeners they can have confidence in you by commanding the space around you.
Power Poses before public speaking 
Finally, it is known that assuming some powerful poses (like the “superhero position“) before an important conference or speech can strengthen our self-confidence since helps you feel able to control the situation and experience
less stress.
Moreover, it can be very useful in doing a session of 10 minutes of autogenic training, which fosters a state of relaxation.
Got any good tips you found useful and want to share with us? Let us know by leaving a reply below
Public Speaking : DISTRACTING OR ANNOYING PRESENTER BEHAVIORS
To increase their speaking effectiveness, presenters should
attempt to understand what behaviors are distracting or annoying
to audience members to the extent that they interfere with the
intended message.
Usual Behaviour :
Wasting valuable learning time by straying from the topic;
Saying ‘‘uh,’’ ‘‘um,’’ ‘‘you know,’’ or ‘‘okay’’ repeatedly;
Blocking the audience’s view by standing in front of the screen;
Mispronouncing words or using poor grammar;
Not allowing feedback or questions from the audience;
Having nervous mannerisms, such as clicking a pen or clearing the throat;
Speaking too slowly or too rapidly or in a low voice;
Reading the presentation or having participants read from their materials;
Speaking in a monotone; and
Using no gestures and standing motionless behind the podium.
 Public Speaking Elements : DISTRACTING OR ANNOYING
PRESENTER BEHAVIORS
A speaker’s gestures are often distracting to the audience.
Gestures to be avoided include rocking or pacing back and forth,
placing hands on hips, folding both arms across the chest, clenching or
rubbing hands together, and repeated removal and replacement of
glasses (or looking at the audience over the top of reading glasses).
Other gestures that may prove distracting include touching the face,
ears, or hair; adjusting articles of clothing; and repeated use of the
same gesture.
 Distracting gestures men are sometimes guilty of include jingling
coins or keys in the pant’s pocket and standing with hands in pockets
while speaking.
Women sometimes twirl their hair or wear jangling jewelry that can be
both a visual distraction and an audio distraction.
Public Speaking Elements : PRESENTER INTRODUCTIONS

People who introduce speakers should remember that

introductions should be short and simple.
 The introducer should appear to be friendly to set a
positive mood for the event.
 The person asked to introduce the speaker should
request a short biography prior to the scheduled
presentation.
The points to be included should be of interest to the
particular audience.
Public Speaking Elements : PRESENTER INTRODUCTIONS

The person making the introduction will probably

need note cards, since details of a person’s education,
publications, honors, and memberships would be
difficult to remember.
Writing out the complete introduction is
recommended; after some practice, glancing at the
notes should be sufficient.
Presentation Skills outlay
Public Speaking :
Audience Etiquettes
Since most people are in the role of audience member more than in the
role of presenter, it is important to know audience etiquette.
Proper behavior for audience members includes being punctual, being
quiet, maintaining good posture, appearing attentive, and asking
appropriate questions.
Speakers appreciate it when audience members arrive on time.
Late comers may interrupt their train of thought causing them to
forget what they had planned to say.
In addition, those who arrive late may be disruptive as they chat
momentarily with the person seated next to them in an effort to
determine what has already been covered.
 A quiet demeanor is much appreciated by the speaker; use of a laptop
computer
Business Etiquettes : Email Etiquettes
Electronic mail usage has increased to the point that it has almost replaced
letters and memorandums in many organizations. This increased usage has
raised new concerns related to proper usage of this popular form of
communication.
When used correctly, e-mail in- creases productivity and eliminates telephone
tag. E-mail users agree that this form of communication is fast and convenient
and is an effective means of giving updates on current activities and
assignments to colleagues and supervisors.26 Excessive use and abuse of e-mail,
however, has caused some companies to institute new policies related to its
usage.
E-mail users should question how their personal relationships have been
affected by excessive use of e-mail and should voluntarily decrease their e-mail
exchanges and increase their personal interactions with their colleagues
without waiting for their organizations to initiate rules to eliminate e-mail
abuse.
Business Etiquettes : Email Etiquettes
The average employee spends about a quarter of the work week combing through the hundreds of
emails we all send and receive every day.
In fact, because of the sheer volume of messages we're reading and writing each day, we may be
more prone to making embarrassing errors--and those mistakes can have serious professional
consequences.
Guidelines :
1. Include a clear, direct subject line.
Examples of a good subject line include "Meeting date changed," "Quick question about your
presentation," or "Suggestions for the proposal."
"People often decide whether to open an email based on the subject line," Pachter says. "Choose
one that lets readers know you are addressing their concerns or business issues."
2. Use a professional email address.
If you work for a company, you should use your company email address. But if you use a personal
email account--whether you are self-employed or just like using it occasionally for work-related
correspondences ---you should be careful when choosing that address, Pachter says.
You should always have an email address that conveys your name so that the recipient knows
exactly who is sending the email. Never use email addresses (perhaps remnants of your grade-
school days)
Business Etiquettes : Email Etiquettes
3. Think twice before hitting 'reply all.'
No one wants to read emails from 20 people that have nothing to do with them. Ignoring the emails can be difficult, with many
people getting notifications of new messages on their smartphones or distracting pop-up messages on their computer screens.
Refrain from hitting "reply all" unless you really think everyone on the list needs to receive the email, Pachter says.
4. Include a signature block.
Provide your reader with some information about you, Pachter suggests. "Generally, this would state your full name, title, the
company name, and your contact information, including a phone number. You also can add a little publicity for yourself, but don’t go
overboard with any sayings or artwork."
Use the same font, type size, and color as the rest of the email, she says. 
5. Use professional salutations.
Don't use laid-back, colloquial expressions like, "Hey you guys," "Yo," or "Hi folks."
"The relaxed nature of our writings should not affect the salutation in an email," she says. "Hey is a very informal salutation and
generally it should not be used in the workplace. And Yo is not okay either. Use Hi or Helloinstead."
She also advises against shortening anyone's name. Say "Hi Michael," unless you're certain he prefers to be called "Mike."
6. Use exclamation points sparingly.
If you choose to use an exclamation point, use only one to convey excitement, Pachter says.
"People sometimes get carried away and put a number of exclamation points at the end of their sentences. The result can appear too
emotional or immature," she writes. "Exclamation points should be used sparingly in writing." 
7. Be cautious with humor.
Humor can easily get lost in translation without the right tone or facial expressions. In a professional exchange, it's better to leave
humor out of emails unless you know the recipient well. Also, something that you think is funny might not be funny to someone else.
Pachter says: "Something perceived as funny when spoken may come across very differently when written. When in doubt, leave it
out."
Business Etiquettes : Email Etiquettes
8. Know that people from different cultures speak and write differently.
Miscommunication can easily occur because of cultural differences, especially in the writing form when we can't see
one another's body language. Tailor your message to the receiver's cultural background or how well you know them.
A good rule to keep in mind, Pachter says, is that high-context cultures (Japanese, Arab, or Chinese) want to get to
know you before doing business with you. Therefore, it may be common for business associates from these countries
to be more personal in their writings. On the other hand, people from low-context cultures (German, American, or
Scandinavian) prefer to get to the point very quickly.
9. Reply to your emails--even if the email wasn't intended for you.
It's difficult to reply to every email message ever sent to you, but you should try to, Pachter says. This includes when
the email was accidentally sent to you, especially if the sender is expecting a reply. A reply isn't necessary but serves as
good email etiquette, especially if this person works in the same company or industry as you.
Here's an example reply: "I know you're very busy, but I don't think you meant to send this email to me. And I wanted
to let you know so you can send it to the correct person."
10. Proofread every message.
Your mistakes won't go unnoticed by the recipients of your email. "And, depending upon the recipient, you may be
judged for making them,"Pachter says.
Don't rely on spell-checkers. Read and re-read your email a few times, preferably aloud, before sending it off. 
"One supervisor intended to write 'Sorry for the inconvenience,'" Pachter says. "But he relied on his spell-check and
ended up writing 'Sorry for the incontinence.'" 
11. Add the email address last.
"You don't want to send an email accidentally before you have finished writing and proofing the message," Pachter
says. "Even when you are replying to a message, it's a good precaution to delete the recipient's address and insert it
only when you are sure the message is ready to be sent."
12. Double-check that you've selected the correct recipient.
Pachter says to pay careful attention when typing a name from your address book on the email's "To" line. "It's easy to
select the wrong name, which can be embarrassing to you and to the person who receives the email by mistake."that
are not appropriate for use in the workplace, such as "babygirl@..." or "beerlover@..." -; no matter how much you love
a cold brew.
Business Etiquettes : Email Etiquettes
10. Proofread every message.
Your mistakes won't go unnoticed by the recipients of your email. "And, depending upon the
recipient, you may be judged for making them,"Pachter says.
Don't rely on spell-checkers. Read and re-read your email a few times, preferably aloud, before
sending it off. 
"One supervisor intended to write 'Sorry for the inconvenience,'" Pachter says. "But he relied on
his spell-check and ended up writing 'Sorry for the incontinence.'" 
11. Add the email address last.
"You don't want to send an email accidentally before you have finished writing and proofing the
message," Pachter says. "Even when you are replying to a message, it's a good precaution to
delete the recipient's address and insert it only when you are sure the message is ready to be
sent."
12. Double-check that you've selected the correct recipient.
Pachter says to pay careful attention when typing a name from your address book on the email's
"To" line. "It's easy to select the wrong name, which can be embarrassing to you and to the
person who receives the email by mistake."that are not appropriate for use in the workplace,
such as "babygirl@..." or "beerlover@..." -; no matter how much you love a cold brew.
Business Etiquettes : Email Etiquettes
13. Keep your fonts classic.

Purple Comic Sans has a time and a place (maybe?), but for business correspondence, keep your fonts, colors, and sizes
classic.
The cardinal rule: Your emails should be easy for other people to read.
"Generally, it is best to use 10- or 12- point type and an easy-to-read font such as Arial, Calibri, or Times New Roman,"
Pachter advises. As for color, black is the safest choice. 
14. Keep tabs on your tone.
Just as jokes get lost in translation, tone is easy to misconstrue without the context you'd get from vocal cues and facial
expressions. Accordingly, it's easy to come off as more abrupt that you might have intended --you meant
"straightforward," they read "angry and curt."
To avoid misunderstandings, Pachter recommends you read your message out loud before hitting send. "If it sounds
harsh to you, it will sound harsh to the reader," she says.
For best results, avoid using unequivocally negative words ("failure," "wrong," or "neglected"), and always say "please"
and "thank you."
15. Nothing is confidential--so write accordingly.
Always remember what former CIA chief General David Petraeus apparently forgot, warns Pachter: Every electronic
message leaves a trail.
"A basic guideline is to assume that others will see what you write," she says, "so don't write anything you wouldn't want
everyone to see." A more liberal interpretation: Don't write anything that would be ruinous to you or hurtful to others.
After all, email is dangerously easy to forward, and it's better to be safe than sorry.
E mail Usage Guidelines
 Use a separate account for personal and business e-mails; do not choose an e-
mail address that may be considered offensive or that may reflect negatively on
your professionalism.
 Honor the requests of colleagues, friends, and family members that no personal

e-mails be sent to their work address.

 Check e-mail messages at least once a day; checking in the morning and again in

the afternoon is recommended.

 Reply to e-mail messages within twenty-four hours, which is the same guideline

for replying to telephone and other types of messages. When a request for
information will require some research, reply to the e-mail and explain that you
will send the information within a certain period of time.
 Include a subject line and make it as detailed and specific as possible; ‘‘Attached

Agenda for June 14 Sales Meeting’’ is more specific than ‘‘Tomorrow’s Meeting.’’
Change the subject line when you reply to the writer on a different subject.29
Resist the temptation to vent in a subject line: ‘‘You’re an Idiot, Idiot! Get me off
this list!’’30
E mail Usage Guidelines
 Avoid the use of emoticons (a term formed by merging the words ‘‘emotion’’ and
‘‘lexicon,’’ which is used for communicating emotions, such as ☺) and communicons
(communication icons, such as BTW for ‘‘by the way’’ and FWIW meaning ‘‘for what
it’s worth’’) in business communi- cations. While emoticons are intended to express
humor, most people agree that humor in written communication simply does not
work well. Their occasional use may not be annoying, but their repeated use in
business communications is viewed as childish and immature; limit their use to
personal messages. Commonly used emoticons are :-D (I’m laughing),
 ;-( (I’m sad), and :-O (I’m surprised). When they are used, avoid creative emoticons, such as :*) for
‘‘I’m drunk’’ and the one humorist Dave Barry created to represent a woman who is not pleased with
her breast enlargement surgery, :-{8.31 An alternative to using emoticons is to state the emotion you
wish to convey, i.e., ‘‘I’m just being sarcastic.’’ However, for more formal business e-mail messages,
avoiding jokes or sarcasm entirely is recommended.32
 Avoid keying the message in all capital letters as this denotes shouting (but do not key
in all lowercase letters either); to emphasize a word or phrase, place it in asterisks
(*.. .*). Also avoid flaming, which is sending personal insults, and spamming, which is
sending unwanted messages.
 Address the receiver by name in the first sentence to personalize the message; when

the message is going to several people, use ‘‘greetings’’ or something more informal,
such as ‘‘Hi, Folks.’’
E mail Usage Guidelines
 Keep messages short but do not be abrupt; limit the length to two screens.
 Use quotation marks when quoting excerpts from the original message or other sources.
Send attachments only with the receiver’s permission or upon request; problems accessing
attachments can be frustrating. In addition, the risk of infection by a virus makes some users
hesitant to open them. Always warn users when the attachment is large by stating in the message
the length and approximate download time. Rather than sending information as an attachment,
some people prefer that the entire message be placed in the text.33
Think carefully before forwarding a message. Remember that the contents of the message legally
belong to the writer, not the recipient. Forwarding a message without the writer’s permission is in
violation of the copyright law.34
Use the ‘‘Reply All’’ function with discretion. Sometimes only one person requires a response, not everyone on
the distribution list.
Avoid including confidential information or anything embarrassing or rude in e-mail messages; in addition, do
not use e-mail for sending negative mes- sages, such as a colleague’s failure to get a promotion.
Do not send newsletters, unsolicited advertisements, and announcements unless given permission to do so by
the intended recipient.
Use the ‘‘Out-of-Office’’ feature to notify others of a planned absence from the office.
Include your signature at the end of messages; limit the signature footer to four lines; include your name and
title, organization, and Internet address—street address and phone number may also be included.
Avoid such sources of frustration as forgetting to include attachments, sending chain letters or virus hoaxes,
and failing to delete messages so that a would-be sender encounters a full e-mail box. 35
 
E mail Usage Guidelines
Think carefully before forwarding a message. Remember that the contents of the message
legally belong to the writer, not the recipient. Forwarding a message without the writer’s
permission is in violation of the copyright law.
Use the ‘‘Reply All’’ function with discretion. Sometimes only one person requires a
response, not everyone on the distribution list.
Avoid including confidential information or anything embarrassing or rude in e-mail
messages; in addition, do not use e-mail for sending negative messages, such as a
colleague’s failure to get a promotion.
Do not send newsletters, unsolicited advertisements, and announcements unless given
permission to do so by the intended recipient.
Use the ‘‘Out-of-Office’’ feature to notify others of a planned absence from the office.
Include your signature at the end of messages; limit the signature footer to four lines;
include your name and title, organization, and Internet address—street address and
phone number may also be included.
Avoid such sources of frustration as forgetting to include attachments, sending chain
letters or virus hoaxes, and failing to delete messages so that a would-be sender encounters
a full e-mail box.
 
Phone Etiquettes
Businesses recognize that the manner in which
employees communicate via the telephone plays a
major role in the impression other people have of the
firm. The telephone may be the only link between the
company and customers and between the company
and the public. Thus, it is important that proper
telephone etiquette be stressed at all levels of an
organization.
Phone Etiquettes
First impressions are formed by the manner in which people
place calls. Identifying yourself is the first step in making a
favorable impression.
Giving your full name and corporate affiliation is recommended.
Callers who ask to talk with a specific person should speak
clearly, distinctly, and slowly enough to be understood easily.
Starting the conversation usually begins with such pleasantries
as ‘‘Good afternoon’’ to avoid giving the impression of being
abrupt that would have been conveyed had the caller gotten
down to business immediately. If an incorrect number is dialed,
it is polite to apologize before hanging up.
Guidelines for Phone Etiquettes
Speak clearly. A picture paints a thousand words but the caller on the other end of the phone can only hear you. They cannot see your
face or body language. Therefore, taking the time to speak clearly, slowly and in a cheerful, professional voice is very important.
 
Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone.
 
Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break.
 
Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking. Never use swear words.
 
Address the Caller Properly by his or her title. (i.e. Good morning Mr. Bhatt, Good afternoon Ms. Sunita). Never address an
unfamiliar caller by his or her first name.
 
Listen to the Caller and what they have to say. The ability to listen is a problem in general but it is very important to listen to what the
caller has to say. It is always a good habit to repeat the information back to the client when you are taking a message. Verify that you
have heard and transcribed the message accurately.
 
Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource.
Never snap back or act rude to the caller.
 
Always ask if you can put the caller on hold. If you are responsible for answering multiple calls at once, always ask the caller politely if
you may put them on hold. Remember that the caller could have already waited several minutes before getting connected to you and
may not take lightly to being put on hold. Never leave the person on hold for more than a few seconds or they may become upset and
hang up.
 
Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call,
politely remind them that you are on a customer call and that you will be with them as soon as you are finished. 
 
Body Language Gestures
What is Body Language?
Body Language is the unspoken communication that goes on in every Face-to-Face encounter with another
human being. It tells you their true feelings towards you and how well your words are being received.
Between 60-80% of our message is communicated through our Body Language, only 7-10% is
attributable to the actual words of a conversation.
More often than once we all have experienced the feeling of instant like or dislike of someone but without
necessarily knowing why. We just weren’t happy, there was something about them. We often refer to this as a
hunch or gut feeling, two descriptions directly relating to our own body’s physiologi- cal reaction. Ever thought
why?
Body language is not just the signal that your physical self gives to the other person; Body language is a
communication form in itself. It speaks more than words. It communicates what is going on at the back of your
mind, and also acts as perception meter. You may say or do something, which you do not mean, and if you do the
same would be communicated through your body language.

Be it an interview, a meeting or a presentation, Body language contributes as much as the actual content.
Why you need to learn the art of positive body language is the fact that sometimes your body language gives
certain signals that are not actually ethical or correct, and in certain cases may not truly be complimentary to
your perception.
On the other hand body language may also help you emphasize your personality traits. You may sound
absolutely confident, and sure, and if you sit straight, look straight into the eyes of the interviewer then your
job is done!
Ever been lied to?
Body Language Gestures
 
Each one of you has experienced the feeling that you have just been lied to, haven’t you?
The words of the conversation probably weren’t what we noticed as a direct lie. It was more
likely to be the body movements and signals that gave them away.
Our subconscious picks up these signals, and if we’re lucky enough to be perceptive, decodes
them and tells us that the words don’t match gestures we’ve just witnessed before our very eyes!
Whenever there is a conflict between the words that someone says and their body movements,
we almost always believe their body without necessarily knowing why.
Examples of Body Language in use
Nothing Crossed.
Keep arms, legs, and feet relaxed and uncrossed. Also, if you are wearing a jacket, open it up. It
relays the message... I am open and honest with you.
Lean Forward
Move within 6 to 8 feet of your client. Lean slightly forward. Interested people always pay
attention and lean forward.
Body Language Gestures
Decoding Body Language
BUSINESS CORPORATE SOFT SKILLS
Knowing how to read body language is a useful communica tion
skill. So is the knowledge of how to use it.
There are two basic groups of body language postures: OPEN/
CLOSED and FORWARD/ BACK
OPEN/ CLOSED is the most obvious. People with arms folded
and legs crossed and bodies turned away are signaling that they
are rejecting messages. People showing open hands, fully facing
you and both feet planted on the ground are accepting them.
Body Language Gestures
FORWARD/ BACK indicates whether people are actively or
passively reacting to your communication. When they are
leaning forward and pointing towards you they are actively
accepting or rejecting the message. When they are leaning
back, looking up at the ceiling, doodling on a pad, cleaning
their glasses they are either passively absorbing or ignoring it.
The posture groups combine to create four basic modes:
responsive, reflective, combative and fugitive.
In responsive mode, OPEN/ FORWARD the person is actively
accepting. This is the time to close the sale, ask for
agreement, and demand a concession
Body Language Gestures
Body Language Gestures
In reflective mode, OPEN/ BACK, people are
interested and receptive but not actively accepting.
Trying to close the sale or asking for agreement now
may drive them away into fugitive mode. This is the
time to present further facts and incentives. It may also
be a good time to keep quiet and let them think.
In fugitive mode, CLOSED/ BACK, people are trying
to escape physically through the door or mentally into
boredom. This is the time to spark interest in any way
you can, even irrelevant to the message.
Body Language Gestures
Finally, in combative mode, CLOSED/ FORWARD,
there is active resistance. This is the time to defuse
anger, avoid contradiction and outright argument and
to steer them into reflective mode.
 RESPONSIVE REFLECTIVE FUGITIVE COMBATIVE

ENGAGED LISTENING BORED LET ME SPEAK

eaning forward head tilted staring into space finger tapping

open body lots of eye contact slumped posture foot tapping
open arms Nodding doodling
foot tapping staring
open hands high blink rate

EAGER EVALUATING LET ME GO AGGRESSIVE

(sprint position) sucks glasses/ pencil feet towards door leaning forwards

open legs strokes chin looking around finger pointing

feet under chair looks up and right buttoning jacket fists clenched
on toes forward
eaning legs crossed
(ankle in 4 pos.
on knee)

READY TO AGREE ATTENTIVE REJECTION DEFIANT

closes papers
(standing) sitting/ moving back arms (standing) hands on hips
arms behind back
folded frown
legs crossed 11 pos
Responsive
Reflective
Fugitive
Combative
Positive Body Language gestures
Responsive/ eager: Leaning forward, open arms,
nodding
Listening: Head tilted, constant eye contact, nodding
and verbal acknowledgement
Attentive: Smiling
Negative Body Language gestures

Bored: Slumped posture, foot tapping, doodling


Rejection: Arms folded, head down, subconscious
frowning
Aggression: Leaning to far forward, finger pointing,
grinding teeth
Lying: Touching face, hands over mouth, eyes averted,
shifting uncomfortably in your seat, glancing
Points to remember : Body Gestures
Fidgeting shows boredom and restlessness
Crossing arms indicates an unwillingness to listen
Tapping your foot, is distracting and a sure sign of
boredom
Doodling on paper shows you’re not paying attention
Touching your face or playing with your hair can be a sign
that you’re hiding something
Looking away or hesitating before or while speaking
indicates that you’re unsure of what you’re saying
A fixed, unfocused stare shows your attention is elsewhere
Business Meeting Handling / Etiquettes
Meetings are a very time-consuming part of business.
Estimates are that upper-level managers spend over half of
each week in meetings, while middle-level managers
spend over a third of each week attending meetings.
Business meetings are one arena in which poor etiquette
can have negative effects.
By improving your business meeting etiquette you
automatically improve your chances of success.
Comfort, trust, attentiveness and clear communication are
examples of the positive results of demonstrating good
etiquette.
Business Meeting Handling
Meetings are a necessary evil in the workplace and are
costly, even if they are held in your company
boardroom. It is therefore important that meetings are
productive.
Managing a meeting professionally entails using the
time effectively to interact with others about business
matters and maintaining professional conduct at all
times.
 
Formal Meeting
Purpose of a meeting:
Make sure there is a purpose for the meeting and that the same result cannot be achieved
with an e-mail or a phone call that will save time and money for all parties concerned.
If you decide that a physical meeting is the root to go, plan your meeting well, the better
you plan the more successful the outcome.
 
Meeting logistics:
When deciding on date, time and place, make provision for attendees who have to travel
long distances to attend.
Allow for extra time in case a meeting overruns its planned duration.
Check what you will need for the meeting: size of venue, seating, printing of documents, proximas,
refreshments etc and make sure that the necessary arrangements are made timeously.
Remind those expected to attend by email the day before the meeting.
 
Formal Meeting
Meeting agenda:
A meeting agenda lists the topics to be discussed and allows meeting delegates to
prepare properly and ensures that meetings are kept on track. It is important that the
agenda accompanies the meeting invite. It will also confirm in the invitees mind that
they need to attend the meeting.
The agenda is a working document and in the invite, attendees should be invited to
add any relevant topics. A finalised agenda should be sent out at least three days before
the meeting.
 
Minute taking:
If people can’t remember or agree on what actually occurred at a meeting, how can the
group effectively accomplish its objectives? Minutes refer to formally written notes that
capture the main points made and the decisions taken.
These should be sent out no later than two days after the meeting, detailing action
items, responsibilities and time lines to ensure that decisions taken at the meeting is
carried through.
Formal Meetings

In formal meetings, decisions are reached through motions. Motions are
proposals placed before the members for debate and voting.
 
On arrival:
When arriving early at a formal meeting, wait to be told where to sit.
At a formal meeting, the chairperson usually sits in a prominent position. For
example, at
the head of the table.
Make sure you are aware of the rules and conventions your organisation uses to
govern
formal meetings.
If you arrive late at a meeting, apologise to the chairperson and quietly take your
seat.
Don’t greet all you colleagues and interrupt the meeting
Formal Meeting
During the meeting:
Don’t fidget, tap your fingers or look bored while someone is speaking.
Do not ‘click’ your pen.
Make certain that your cell phone is switched off, not on silent. Settings such as silent
and vibrate, may affect the sound system and disturb attendees.
Do not use your laptop during a meeting to respond to e-mails or do anything else not
related to the meeting.
Avoid interrupting another speaker.
At a formal meeting, speak ‘through’ the chairperson. That means indicating to the
chairperson that you want to speak, and then speaking when the chairperson invites
you to do so.
When addressing the chairperson, use the correct title i.e. Madam / Sir Chair
Do not hold private discussions with attendees during a meeting.
Do not leave a meeting unnecessarily and if you have to first asking the chairperson to
Do not eat snacks and food during a meeting, wait for the scheduled break.
Formal Meeting
At the end of a meeting:
The convenor must ensure that the meeting room is
tidied once participants have left.
It is acceptable for anyone at a meeting to extend a vote
of thanks to anyone who made a
-49-
special contribution to the meeting.  
Formal Meetings
Duties of the chairperson:
The chairperson is a person who occupies the place of authority in a meeting and has control over a
meeting, committee, board, etc. If you are the chairperson:
Arrive a few minutes early and start the meeting on time.
Welcome everyone, make the necessary introductions and declare the meeting open.
Confirm and follow the agenda of the meeting.
Present and confirm the minutes from the previous meeting.
Manage and control the meeting. Start a meeting by setting a cut-off time. This helps to
encourage people to be brief.
Call on individuals to introduce or lead the discussion of points on the agenda and gives
everyone a chance to speak.
Ensure that no one dominates discussion. At the end of each topic of discussion, summarise
the outcomes and get an agreement on the decision being minuted.
Ensure that the person given the responsibility to action the decision, knows what they
have to do and when it should be done and reported on.
Set the date for the next meeting.
Thank those present for attending.
Thank anyone whose facilities have been used for the meeting.
The chairperson may call a short, unscheduled ‘comfort break’, if several attendees require
this.
Informal Meetings

Small groups, perhaps because of their size,

sometimes prefer to operate more informally.
Although the structure of the meeting may differ from
a formal meeting, the same professional conduct
should be practiced.
Net Etiquettes /Internet Usage Policy
If your organization does not have a policy in place, you need to remember that the
following is regarded as unacceptable.
Visiting internet sites that contain obscene, hateful, pornographic or otherwise illegal
material.
Using the computer to perpetrate any form of fraud, software, film or music piracy.
Using the internet to send offensive or harassing material to other users.
Downloading commercial software or any copyrighted materials belonging to third
parties, unless this download is covered or permitted under a commercial agreement
or other such licence.
Hacking into unauthorised areas.
Publishing defamatory and / or knowingly false material about your organisation, your
colleagues and / or your customers on social networking sites, ‘blogs’ (online journals),
‘wikis’ and any online publishing format.
Undertaking deliberate activities that waste staff effort or networked resources.
Introducing any form of malicious software into the corporate network.
Representing yourself as someone else.