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I NTERNATI ONAL BUSI NESS SKI LLS COURSEWARE
Business Etiquette
ABP ntermediate Award
I hear and I Forget
I see and I Remember
I do and I Understand
Confucius
Chinese philosopher & reformer (551 BC - 479 BC)
INTERNATIONAL BUSINESS SKILLS COURSEWARE
Student Guide
Professional Curriculum
PUBLISHED BY:
British Business Professional Skills Development (BBPSD),
80 Lodge Lane, Liverpool, L08 0QL
United Kingdom
http://www.bbpsd.org.uk
ACCREDITED BY:
Tbe Assoclatlon ot 8uslness Practltloners (A8P) ls a UK awarolng booy wblcb possesses epertlse ln oeveloplng ano accreoltlng quallcatlons ot oltterent slzes ano
levels relevant to a wide range of industry sectors.
http://www.abp.org.uk/
DISCLAIMER
British Business Professional Skills Development (BBPSD) disclaims any and all liability for all use of the information in this document, including losses, damages,
clalms or epenses any person or organlzatlon may lncur as a result ot metbooologles presenteo ln tbls currlculum. Some ot tbe proouct names ano company names
useo ln tbls book bave been useo tor loentlcatlon purposes only ano may be traoemarks or reglstereo traoemarks ot tbelr respectlve manutactures ano sellers.
Further, BBPSD reserves the right to revise this publication and to make changes to its content, at any time, without obligation to notify any person or entity of
such revisions or changes.
ORDERING INFORMATION
Books published by BBPSD and can be ordered via the web site at http://www.bbpsd.org.uk or by writing to company address at:
British Business Professional Skills Development (BBPSD),
80 Lodge Lane, Liverpool,
L08 0QL,
United Kingdom
THIRD-PARTY TRADEMARKS
All third-party trademarks are the property of their respective owners.
FIRST EDITION
First Print 2010
BOOK NUMBER
BE10-01
Copyright 2010 by British Business Professional Skills Development (BBPSD), UK. All rights reserved. This publication is protected by Copyright, and permission
should be obtained from the publisher prior to any prohibited reproduction.
INTERNATIONAL BUSINESS SKILLS COURSEWARE
ABP Intermediate Award
Business Etiquette
Association of Business Practitioners (ABP)
APPROVED COURSEWARE
The ABP Intermediate Diploma in
International Business Skills
About the ABP Intermediate Diploma
The ABP intermediate Diploma in International Business Skills consists of the following
8 self-contained modules:
1. Customer Service
2. Business Communications
3. Self Awareness and Personal Development
4. Business Etiquette
5. Business Basics and Finance
6. People Skills
7. Time Management
8. Information Technology for Business
Each module has 50 hours (20 Tutor Taught sessions (face-to-face) and 30 self-directed
learning), with a total of 400 hours for completing the ABP Intermediate Diploma.
i Business Etiquette
ABP QualiBcation
To achieve the ABP Intermediate Diploma in International Business Skills
quallcatlon, stuoents must successtully complete tbe awaros ot tbe above 8 mooules.
QualiBcation Aims
Students who successfully complete the programme at Intermediate level will be
able to appreciate and develop skills in a broad range of topic areas that are relevant
to everyday business. The programme has been designed with two key aims in mind
ano tbese two alms run concurrently tbrougb all mooules. Tbe rst key alm ls tbat
tbe stuoent wlll benet trom a personal perspectlve by oeveloplng skllls wblcb wlll
enable tbem to embark conoently on a successtul buslness career. Tbe secono maln
aim of the programme is that businesses in which the student is currently employed
ln, or about to be employeo by, wlll also benet as tbe stuoents engage wltb toplcs
that are at the forefront of modern day business techniques.
Programme Overview
Tbe rst mooule met by stuoents ls Customer Servlce. |t tocuses on tbe lmportance
of the customer experience and the vital role it plays in a businesses success. Business
Communications is the next module met by students. Effective communication skills
are at the forefront of business activity. Various common types of communication,
both verbal and non verbal, are considered and students are introduced to practical
ways in which they can improve their communication skills.
ii BBPSD 2010. All Rights Reserved.
Self Awareness and Personal Development is concerned with the students individual
personal development. Skills and techniques that will greatly assist their own and their
teams personal development are introduced and practiced. Understanding how to
behave professionally is the subject of the module Business Etiquette. This established
business convention is an essential skill for a business employee. Basic Business and
Finance introduces the student to the basic importance to businesses of correctly
making use of available resources. The module begins by ensuring that students are
aware of the most common business language before considering particular resources
ano concluoes by equlpplng tbe stuoent wltb some baslc nanclal plannlng tecbnlques.
As all managers are aware, oeallng wltb employees ls one ot tbe most oltcult sott
skills. The module People Skills looks closely at some of the key issues that arise when
dealing with people and equips students with the fundamental kills required to deal
wltb team lssues ano conNlcts tbat may arlse. Lmployees maklng best use ot tbe tlme
available is the subject of the module Time Management. This module is designed to
ensure that students are aware of current time management techniques and the most
common time wasting activities that occur in businesses.
Tbe nal mooule ln tbe programme ls |T tor 8uslness. |t ls ot course now essentlal
that IT skills are prevalent throughout an organisation and the use of information
technology in business is fundamental to the success of a business. This module
explores some of the more common technologies in everyday business and gives
iii Business Etiquette
students an understanding of the technical and management skills required in the
rapidly changing IT and business environment.
Programme Learning Outcomes
After successfully completing this programme students will be able to:
L1 understand and appreciate the importance to businesses of correctly
making use of available resources (Covered in Business Basics and Finance)
L2 appreciate the importance of effective communication to a business
and develop relevant business communication skills (Covered in Business
Communications)
L3 - be conBdent in interacting in a professional manner and
appreciate the importance to an organisation of working
within established business conventions (Covered in Business
Etiquette)
L4 appreciate the vital role of good customer service and appreciate how
they contribute to the customer experience (Covered in Customer Service)
L5 have an understanding of the technical and management skills required in
applying the more common business technologies (Covered in IT for Business)
iv BBPSD 2010. All Rights Reserved.
L6 better understand how to work effectively with the people a business
employs by considering the important aspects of teamwork, motivation and
conNlct sltuatlons (Covereo ln People Skllls)
L7 apply some of the skills and techniques that are available to managers
and employees that will greatly assist their own and their teams personal
development (Covered in Self Awareness & Personal Development)
L8 be aware ot tbe lmportance ot, ano be conoent ln applylng, tlme
management techniques over the short, medium and long term (Covered in
Time Management).
v Business Etiquette
Notes...
vi BBPSD 2010. All Rights Reserved.
BUSINESS ETIQUETTE
Contents
Introdcution to Business Etiquette 01
Module Learning Outcomes 03
Module Design 03
Learning & Teaching Methods 07
Assessment Type & Weighting 07
How to get the most from this booklet 07
Section1 What is meant by Business Etiquette? 09
Understanding business etiquette 11
Minimum standards required by etiquette practice 12
Example of organisational culture: 15
Knowledge and appreciation of courtesy and good manners at work 19
lntroduct|ons ond frst meet|ngs 2S
Section 2 Professional and Cultural Expectations 33
The values and expectations of different cultures 35
Determining which etiquette style is best suited to particular cultures 42
Effective polite verbal communication 60
Professional phone, letter and email etiquette 64
Phone etiquette 65
Letter Etiquette 70
Email etiquette 73
vii Business Etiquette
Section 3 Acting in a Professional Manner 79
The importance of how to behave in a professional manner 81
Meeting protocol, preparation and attendance 83
Chairing and setting out a meeting agenda 86
Example of an agenda 88
Example of minutes from a meeting 89
Appreciate the issues involved with regard to disability in the workplace 91
General disability etiquette 93
Section 4 Communicating in a Professional Manner 97
7he 5est wo, to deo| w|th d|ffcu|t customers 99
Examples of appropriate phrases 101
Dealing professionally with stress and disappointment 103
Example of signs of stress 104

Section 5 Business Ethics 109
8us|ness eth|cs ond |ts ossoc|oted 5enefts 111
Behaving in an ethical manner 114
Harassment in the workplace 121
ueo||ng w|th con|ct over eth|co| |ssues ot work 127
viii BBPSD 2010. All Rights Reserved.
BUSINESS ETIQUETTE
Introduction
Introduction
There are certain ways in which we are expected to behave in society, some are
culturally based and alter slightly across regions and countries, and others remain
constant. Being disrespectful for example is not generally viewed in a positive way in
any society, and a smile is universally regarded as a friendly greeting, often without
a word being said. In the same way the business world expects certain levels of
etiquette and it is important that you have a good understanding of these etiquette
conventions that exist.
This Business Etiquette unit focuses on how a business interacts with both external
and internal stakeholders. The course begins by introducing you to what is understood
by the term business etiquette, the established convention in which businesses relate
to each other. It then goes on to investigate some of the different and important
professional and cultural expectations in the business world. A business meeting
starting on time would appear normal in some countries but strange in others, also
lmmeolately startlng to talk about buslness at a rst meetlng woulo seem strange ln
some cultures but normal in others. Being aware of some of these differences is now
becoming an essential skill for a business employee and this unit introduces some of
the cultural business expectations that are to be expected in the modern business
environment. The unit also introduces the important concept of business ethics and
ethical business behaviour.
1 Business Etiquette
2 BBPSD 2010. All Rights Reserved.
Module Learning Outcomes
After successfully completing this module students will be able to:
L1- be able to loentlty wbat ls meant by buslness etlquette
L2- unoerstano tbe lmportance ot botb protesslonal ano cultural epectatlons
L3- bave tbe ablllty to respono ln a protesslonal manner to customer ano work
colleagues
L4- appreclate ano unoerstano tbe oltterences ln electronlc torms ot etlquette
L5- bave tbe ablllty to loentlty ano be aware ot tbe lmportance ot etblcal buslness
behaviour
Module design
Tbe mooule ls subolvloeo lnto 5 sectlons. Lacb ot tbese ve sectlons oeals ln greater
depth with one of the overall modules learning outcomes, L1 to L5 listed above. Thus
Section 1 corresponds to L1, Section 2 to L2, and so on. The following table provides
a brief description of each section in the Business Etiquette module.
3 Business Etiquette
Section Title Learning Outcomes Covered in this
Section
Section 1:
What is meant by
Business Etiquette?
Understand what is understood as business
etiquette
Appreciate the key minimum standards
required by etiquette practice
Acquire a good working knowledge of, and
Appreciate the value of, courtesy and good
manners at work
Appreciate the value of, and learn the
techniques associated with introductions and
rst meetlngs
Section 2:
Professional and
Cultural Expectations
Appreciate the values and expectations of
different cultures
Be able to determine which etiquette style is
best suited to particular cultures
Be aware of the correct forms of address and
understand how to effectively communicate
verbally in a polite manner
Be able to interact professionally by phone,
letter and email
4 BBPSD 2010. All Rights Reserved.
Section Title Learning Outcomes Covered in this
Section
Section 3:
Acting in a Professional
Manner
Appreciate the importance of, and learn how
to behave in a professional manner
Meeting protocol, preparation and attendance
Chairing and setting out a meeting agenda
Appreciate the issues involved with regard to
disability in the workplace
Section 4:
Communicating in a
Professional Manner
Unoerstano bow best to oeal wltb oltcult
customers
Dealing professionally with stress and
disappointment
Section 5:
Business Ethics
Understand what is understood by business
etblcs ano lts assoclateo benets
Appreciate the importance of behaving in an
ethical manner
Dealing with harassment in the workplace
8e aware ot bow to oeal wltb conNlct over
ethical issues that arise at work
5 Business Etiquette
Notes ...
6 BBPSD 2010. All Rights Reserved.
Learning & Teaching Methods: A suitable mix of lectures, tutorials, workshops,
case studies, videos and hands on practical exercises. The module has 20 hours of
formal contact teaching.
Assessment Type & Weighting: The module will be assessed by a formal
examination of 1 hour duration.
How to get the most from this booklet
You wlll galn more benet wben stuoylng tbls booklet lt you stop ano reNect at tbe
end of each section. This module contains 5 sections and you should look back at
the learning outcomes for each section as you complete the section and ensure that
you are comfortable with each learning outcome. If you are not sure about one of
the learning outcomes, or any aspect of that section then look back at the associated
tutorial notes and exercises you have done in class.
Also dont forget that this is YOUR booklet, so make notes in it as you go along that
will help your understanding as you are learning. Remember that learning is an active
exercise and you need to engage fully with the text, it is not the same as casual reading.
7 Business Etiquette
Finally, we hope you enjoy this booklet and get as much pleasure in studying aspects
of business as we do!
8 BBPSD 2010. All Rights Reserved.
Section 1
What is meant by Business
Etiquette
Learning Outcomes
The Learning Outcomes of this section are:
Unoerstano wbat ls unoerstooo as buslness etlquette
Appreclate tbe key mlnlmum stanoaros requlreo by etlquette practlce
Acqulre a gooo worklng knowleoge ot, ano appreclate tbe value ot, courtesy ano
good manners at work
Appreclate tbe value ot, ano learn tbe tecbnlques assoclateo wltb lntroouctlons ano
rst meetlngs
9 Business Etiquette
Inroduction
Tbls rst sectlon beglns by outllnlng wbat ls meant by buslness etlquette ano bow lt
is applied in the working environment and what are the key minimum requirements.
Basic respect, courtesy and good manners at work are a fundamental basis for most
of our work conventions, we like to be treated with respect in the workplace and
by reciprocating this we are likely to build better relationships at work. Thus the
sectlon tocuses on tbls aspect. Also, as many oplnlons are tormeo ln a rst meetlng
this section looks at the value of, and gives you the accepted techniques associated
wltb lntroouctlons ano rst meetlngs.
10 BBPSD 2010. All Rights Reserved.
Understanding business etiquette
As a professional it is important to understand what is meant by business etiquette and
how it is applied within the working environment. Business etiquette is a combination
of cultural, professional, and societal rules which highlight polite behaviour and
respect. These rules are not limited to face to face conversations but can be applied
in most areas of interaction within a business (e.g. emails, virtual meetings, and phone
conversations). Business etiquette, when practiced in an appropriate manner, can open
communication channels, which can lead to building successful relationships, as well as
your own personal success. It is important however to note that what is considered
appropriate practice with regard to business etiquette in one business or even within
one country may not be appropriate practice in another i.e. expectations vary widely.
8uslness etlquette otten starts wltb rst lmpresslons. Wben lt comes to rst
impressions, we often decide, consciously or subconsciously, how we feel about
someone in about 3 seconds. Therefore it is important to understand what is
professionally and socially acceptable when conducting business, as within the business
envlronment, rst lmpresslons otten leave a lastlng lmpresslon.
11 Business Etiquette
Minimum standards required by etiquette practice
When trying to address the minimum standards required by etiquette practice it is
necessary to consloer corporate/otce culture. Culture ls just one plece ot tbe puzzle
when trying to understand what is accepted as good etiquette practice. Corporate/
otce culture, also known as organlsatlonal culture, ls tbose unwrltten rules tbat we
abide by at work. Organisational culture varies both between and within companies.
Tbe varlatlon between organlsatlonal cultures can be lnNuenceo by tblngs sucb as a
companys mission statement, image, facilities, values, structural hierarchy, products,
and geographic location.
12 BBPSD 2010. All Rights Reserved.
Activity
Tblnk about tbe rst tlme you met someone ln a protesslonal sense (so eltber at your
current job or at a previous job). Now recall what your original perceptions of that
person were and list them below. Make notes of what made you think or feel that
way about the person.
13 Business Etiquette
Activity
|n small groups, olscuss rst lmpresslons wltbln a buslness contet ano loentlty wbat
cbaracterlstlcs you tblnk make a gooo rst lmpresslon. As a group, consloer tbe
lmpact ot rst lmpresslons ano bow tbey may lnNuence tbe oeclslons you make wltb
regard to your business.
14 BBPSD 2010. All Rights Reserved.
Example (organisational culture)
Robert Sanoers sboweo up tor bls rst oay at work at Wlllow Traolng. He arrlveo at
work ten minutes before 0900 as he was due to start work at 0900. Robert noticed
that most of the other employees had arrived earlier and they were in the staff
break room socialising and having coffee. Once the clock struck 9 oclock all of the
employees left the break room and returned to their desks to start working. Although
tbe otce was open plan, eacb employee bao tbelr own oesk ano oeolcateo area ot
personal space. Looklng arouno tbe room Robert also notlceo tbat many ot tbe otce
workers bao plctures ot tbelr tamllles ano otber personal ltems on tbelr oesk. Havlng
your own space at work and being able to personalise it was a big change for Robert
as the last company that he worked for would not allow employees to put pictures
on their desks. Robert also noticed that the employees often stopped at each others
desks to talk about work or ask questions regarding current projects.
As the day progressed Robert enjoyed the relaxed and friendly atmosphere, he was
particularly happy with the open communication channels at the company. Roberts
Line Manager had an open door policy which allowed the employees to ask questions
at any point during the day.
This was a lot different when compared to Roberts last job where the Line Manager
maoe scbeouleo weekly vlslts to eacb ot tbe employees' otces. At tbe eno ot tbe oay,
15 Business Etiquette
Robert knew that he preferred the organisational culture at his new job compared to
bls prevlous job. He telt tbat be tteo lnto tbe trlenoly ano open otce envlronment
and would make sure that he arrived earlier the next day to join in the early morning
socialisation in the break room.
16 BBPSD 2010. All Rights Reserved.
Activity
In small groups use the example above to identify and discuss the organisational
culture Robert observed at Willow Trading. Compare and contrast your experiences
of organisational culture in your current or previous work environment.
17 Business Etiquette
As you already know, organisational culture can vary from company to company
but it is also possible for organisational culture to vary within an organisation. For
instance, a senior manager may have a different set of unspoken rules to adhere to
tban someone wbo works on tbe sbop Noor ot tbe proouctlon llne wltbln tbe same
company. These unspoken rules can relate to appropriate dress, acceptable work
and break times, company expectations, and code of conduct.
Wben trylng to no out wbat tbe mlnlmum stanoaro ot buslness etlquette ls wltbln
an organisation, it is best to be as observant as possible as acceptable business
etiquette can vary from organisation to organisation. The very basics of appropriate
business etiquette can be summarised into the following points:
Be punctual
Be on time and consider arriving 10 to 15 minutes before you are
supposed to be there.
Be prepared
You should be mentally and physically ready to work and meet people.
Dress appropriately
Your appearance should always be professional even if it is casual.
If you are not sure what appropriate attire is, make sure you ask
someone within the organisation.
18 BBPSD 2010. All Rights Reserved.
Knowledge and appreciation of courtesy and good
manners at work
At work it is very common to have to work with people who have different ideas,
values and beliefs. As working environments are becoming more diverse it is necessary
to practice courtesy and good manners at work. It is common to run into overt
and hidden problems when working with other people (e.g. disagreements, offended
beliefs, and different working styles).

There are two main ways of avoiding offending someone at work and getting into
disagreements. This can be done through self-awareness and awareness of others.
Awareness allows you to develop your thoughts appropriately before you communicate
when working with diverse groups of people. People communicate in two different
ways, through verbal and non-verbal communication.
Verbal communication includes the words we say. When communicating verbally
with someone, it is also necessary to think about the tone and the context of what
you are going to say. Tone is categorised under non-verbal communication as it is a
collectlon ot sounos tbat lnNuence wbat we are actually saylng. Many tlmes someone
(the sender) can say something that they consider to be completely genuine and non-
offensive, but the receiver (the other person) in the conversation misinterprets what
the sender was saying. When working with people it is necessary to consider how
19 Business Etiquette
your communication could be interpreted as misinterpretation can often lead to a
breakdown in communication and work relationships.
20 BBPSD 2010. All Rights Reserved.
Activity
With a partner say the following phrases in different tones and discuss how the tone
changes what the phrase is actually saying. Consider how you might improve what
you are saying by changing the phrases so they are less likely to be misinterpreted.
1. Whats the problem?
2. Thats not my job.
3. You dont understand.
4. Calm down.
Although being aware of what we say verbally is important, it is just as important to
pay attention to your physical presence / body language. Body language is a powerful
tool in communication. Being aware of someones body language can tell you a lot
about how they feel, if they are listening, and if they are actually interested in what is
being discussed. Non-verbal communication includes posture, eye contact, gestures,
physical space, and touch (it also includes tone of voice as previously discussed).
21 Business Etiquette
22 BBPSD 2010. All Rights Reserved.
Activity
Look at the following photos and record your thoughts on what each of the pictures
is telling you with regard to the individuals body language. Then discuss in groups
what is considered appropriate body language when meeting someone in a business
context.
23 Business Etiquette
Being aware of yourself and what you are communicating, both verbally and
nonverbally, can help improve your success and relationships within business.
24 BBPSD 2010. All Rights Reserved.
Introductions and Brst meetings
Meetlng people tor tbe rst tlme tor a buslness meetlng can be lntlmloatlng at
times as you are trying to make a good impression to build business relationships.
|ntroouctlons ano rst meetlng etlquette wlll vary oepenolng on cultural lnNuences. |n
different cultures there are generally accepted guidelines with regard to introductions
ano rst meetlngs tbat lt practlceo can belp create conoence wbllst bullolng buslness
relationships with new partners.
For example, in most cultures, even if you are unable to speak the local language,
wben meetlng ano lntroouclng people tor tbe rst tlme lt ls lmportant to make eye
contact and smile as this shows that you are interested in the person you are meeting.
This relates back to body language and helps to send positive messages to the people
you are meeting.
Wbatever culture you are ln, wben meetlng someone tor tbe rst tlme lt ls lmportant
to consider physical distance or how close you are standing to the person. In some
cultures it is acceptable to stand quite close to someone that you are being introduced
to as you are trying to form business relationships by creating a friendly and trusting
envlronment. |ntroouctlons ln Western culture teno to be tormal upon rst meetlng
and people tend to stand at a respectful distance to their business associates. In a
business meeting you can tell if you are standing too close to someone by paying
25 Business Etiquette
attention to their body language. If the person feels uncomfortable with how close
someone is standing next to them they will often take a slight step backwards or
lean away with the body. If this seems to be happening when you are standing talking
to colleagues just take a natural, slight step backwards and everything should run
smoothly.
Another rule that is generally followed regarding introductions is to always shake
banos wben you are meetlng someone tor tbe rst tlme ano wben you are leavlng
a meeting. Again you should always consider if this is acceptable to the people you
are meeting. In many countries it would not be appropriate to shake a womans hand
when being introduced, in other countries a woman would be offended if you did not
shake hands. If you are in any doubt it is better to wait and see if the person offers
tbelr bano rst.
When shaking someones hand you should extend your hand as you are being
lntroouceo. Tbe person tbat puts tbelr bano out rst can otten come across as
relaeo ano conoent. You sboulo make sure tbat you otter a rm banosbake, stay
away from crushing someones hand as well as limp wristed handshakes as this does
not make a gooo rst lmpresslon. |t you are seateo wben you are belng lntroouceo
to someone who is standing, it is expected that you will stand up to shake hands
with that person. Remaining seated can signify that you do not think that the person
you are being introduced to is very important. If you are unable to stand due to your
chair being close to a wall or another person, just apologise by saying something
like
please excuse me for not getting up, I seem to be blocked in by...
26 BBPSD 2010. All Rights Reserved.
|t you no tbat you are leaolng tbe lntroouctlons wben people are meetlng tor tbe
rst tlme, always use tbe most lmportant / blgbest ranklng person's name rst. Tbls
will respect their status as you proceed to introduce everyone else to them. An
example of an informal business introduction would be as follows Robert Jones, may
I introduce Andrew Smith.
|t you cboose to use tbe bonorlc (tltles ot respect, e.g. Mr, Doctor, Protessor) you
should keep the introduction the same for everyone. An example of this would be
Ms. Smith, this is Mr. Brooks, or Dr Adel, let me introduce you to Professor Nagar.
|t you bave starteo an lntroouctlon uslng an bonorlc to aooress tbe lnolvloual, you
should proceed with the titles unless someone says to refer to themselves by their
rst name.
Once you have introduced the individuals, you should include some information
about each of them as this will help conversation to naturally progress. For example,
Robert Jones, may I introduce Andrew Smith, our intern from Belles University.
Andrew, Robert is the manager from Red Foods Incorporated.
When it comes to introducing clients, always remember that the client is more
important. Therefore if you were introducing a new client to your boss, you would
use tbe cllents name rst ln tbe lntroouctlon.
27 Business Etiquette
28 BBPSD 2010. All Rights Reserved.
Activity
|n a small group ot 3 to 5 people, role-play tbe tollowlng scenarlo. Atter you nlsb tbe
role play, discuss how the introductions went and what could be improved.
You are an Asslstant Manager worklng at a large aovertlslng rm calleo Trlangle
Incorporated. You are expected to meet a new client from Willow Trading before
a business meeting to discuss rebranding Willow Trading. While you are sitting at
your desk working you see the receptionist direct the manager from Willow Trading
towards you. You have never met the manger in person but you have had a phone
conversation to set the meeting up. Before the meeting, you are required to introduce
the manager from Willow Trading to your companys boss.
The key elements to an introduction are to stay formal until it is appropriate to move
lnto an lntormal tone ano to make people teel comtortable. 8elng conoent wltb
lntroouctlons wlll make rst meetlngs easler ano you wlll seno posltlve slgnals to
those people you are trying to establish solid business relationships with.
29 Business Etiquette
30 BBPSD 2010. All Rights Reserved.
Overview
Business etiquette is an important aspect of the business world that is not always given
the level of importance it deserves. If you have no knowledge of how a professional
should behave in a business setting then you are likely to make many fundamental
mistakes, and you will usually be unaware of them, that will be detrimental to the
business you are working in.
Hence, tbls sectlon bas consloereo wbat ls meant by buslness etlquette ano glven you
an appreciation of the key minimum standards expected in the business world. It has
also given you an appreciation of the value of courtesy, getting introductions right
when meeting people and the importance of good manners at work.
31 Business Etiquette
Notes ....
32 BBPSD 2010. All Rights Reserved.
ABP Intermediate
Awards
Self
Awareness
and Personal
Development
Customer
Service
Business
Basics and
Finance
Time
Management
IT for
Business
Business
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Association of Business Practitioners
INTERNATIONAL BUSINESS SKILLS COURSEWARE
ABP Intermediate
Diploma
INTERNATIONAL BUSINESS SKILLS COURSEWARE
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www.bbpsd.org.uk
Association of Business Practioners
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United Kingdom
http://www.bbpsd.org.uk