Business Etiquette

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Fully updated, with an additional chapter on common problems, Business Etiquette guides the reader through the unwritten code of good business manners, which, when followed by individuals and their companies, will enable them to: work more effectively and profitably together establish and sustain successful long-term relationships improve individual development and potential for promotion. Mastering the rules of business etiquette is a straightforward process. Business Etiquette is a simple and practical guide to handling a wide variety of business situations, both difficult and commonplace, in which business people are likely to be judged by their command of correct business behavior. However highly you may rate your manners, the questionnaires and checklists provided will help you to find major ways in which to improve your performance. The results may surprise you. Being well mannered is a real source of personal and corporate competitive advantage. Spending time on achieving it must represent a good investment. Table of Contents The golden rules of good business manners The golden rules What is your IMPACT rating? Checklist scores Dealing with people face to face Meeting for the first time The job interview Assess you own performance Customers, suppliers and colleagues Judging seniority Making face to face discussions effective Handling conflict Respecting confidences Keeping colleagues informed Building relationship Dealing with your boss Assess your own performance Suggested answers to assessment tests Handling business meetings Informal meetings Formal meetings Business meals Social occasions Hospitality events Office parties and the like Weddings and funerals Assess your own performance Checklist scores The etiquette of the written word Business correspondence E-mail Internal memoranda Putting theory into practice an exercise The etiquette of the telephone Initiating a call Switchboards and secretaries Organising a call Interrupted calls Good telephone manners Receiving calls Interruptions Recording calls Conference calls Security Mobile phones Assess your own performance Suggested answers to assessment test Being courteous to foreign business people Different cultures, different customs Speaking their language Key differences in business manners when dealing with... Ethnic and religious differences Summing up Business to business Respect hierarchies Be loyal to your firm Speak well of your firm Handling complaints The negotiation minefield Confidential material Acting honourably A good loser Handling customers and suppliers Prompt and fair The benefit of the doubt Recognising mutual interest Assess your company’s performance Checklist scores Common problems Trip wires and elephant traps The uncouth boss Blowing the whistle Amorous encounters Office rage To conclude... Case studies The disappearing boss The Arab deal The meeting muggers.