SOUTH POINT INSTITUTE OF TECHNOLOGY & MANAGEMENT

PRATICAL FILE
ON
COMPUTER APPLICATIONS OF BUSINESS

Submitted in partial fulfillment of the requirement for the award of

degree of Master of Business Administration
Session (2020-21)

SUBMITTED TO: SUBMITTED BY:

Ms. Neerika Singh Lakshay Deep
Registration No.20MBA119
 ACKNOWLEDGEMENT

It gives me immense pleasure and privilege to acknowledge my deepest sense of gratitude

towards all those who helped me in the successful execution of this file.
I would like to thanks my madam, Ms. Sonia Saroha whose constructive counseling and able
guidance helped me immensely in bringing out this report.
The acknowledgement would be incomplete without thanking my family and friend who were a
big support throughout.

Lakshay Deep
 INDEX

Sr. No. Topic Date Signature

1 Business Communication
 Process and Classification
 Barriers
 How Overcome Barriers

2 Communication Skills
 Listening Skills
 Process and Types

3 Non Verbal Communication

 Types of Non-Verbal Communication

4 Business Letters
 Components
 Layout
 Types

5 Business Etiquettes
 Business Etiquettes and its Types
 BUSINESS COMMMUNICATION

Business communications is the process of sharing information between employees within or

outside a company. Effective business communication is how employees and management
interact among each other to reach organizational goals and be more aligned with the
core company values. Its main purpose is to improve organizational practices, eliminate silos,
keep employees informed and reduce errors.

Effective business communication is essential for success and growth of every

organization. Unlike everyday communications, business communication is always goal
oriented. 60% of internal communications professionals do not measure internal
communications.

For an enterprise company to operate successfully, all the rules, core company values,
regulations and policies of the company have to be communicated to people within and outside
the organization.

CLASSFICATION OF COMMUNICATION

Communication in an organization can be broadly classified into two types:

1. Formal Communication
2. Informal Communication
This classification is based on channels of communication. The channel of communication refers
to the path through which the information is transmitted.

FORMAL COMMUNICATION

Formal communication refers to the official communication which follows the formal channel.
Formal channels are the paths of communication that are institutionally determined, that is, they
are established by the organization. This communication follows the scalar chain of command.

Formal communication can be oral or written. Oral communication can take the form of
interviews, meetings, presentations, and so on. Written communication can take the form of
notes, memos, letters, reports, and so on.

Formal communication can be further classified into the following:

 Downward Communication: It refers to communication from top-level managers

to middle or lower-level managers. Any communication that moves from employees to
supervisors, supervisors to managers, managers to executives, regional manager to
general manager and so on, maybe categorized as upward communication.

 Upward Communication: It refers to communication from lower-level managers to

top-level managers. It travels through senior executives to junior level functionaries, from
the controlling office to the branch, from the head of the division to the head of the unit.

 Horizontal or Lateral Communication: Lateral communication generally takes

place in an organization and is neither upward nor downward. It proceeds in a horizontal
manner and takes place among equals and at peer level.

 Interactive Communication: Interactive communication is essentially a two-way

process. It takes place through meetings, conferences, teleconferencing, multimedia
presentations, group discussions, and other such active two-way exchanges.
INFORMAL COMMUNICATION

Informal communication refers to communication between individuals and groups, which does
not follow the official recognized channel. It is a result of social interaction among the various
members of the organization. The transfer of information may be related to work or other matters
and it cuts across official lines of communication.

The network or pathway of informal communication is called grapevine. The untrue part of the
grapevine is called rumor. The following are some of the characteristics of grapevine:

 In grapevine, the flow of information takes place in all directions.

 Transmission of the information is rapid because the chain of command is not followed.
 It is selective about people who receive the information.
 It extends beyond the formal hierarchy system.

PROCESS OF COMMUNICATION

The process of communication refers to the transmission or passage of information or message

from the sender through a selected channel to the receiver overcoming barriers that affect its
pace. The process of communication is a cyclic one as it begins with the sender and ends with
the sender in the form of feedback. It takes place upward, downward and laterally throughout the
organization.

The process of communication as such must be a continuous and dynamic interaction, both
affecting and being affected by many variables.

Communication process consists of certain steps where each step constitutes the essential of an
effective communication.

The following is a brief analysis of the important steps of the process of communication.
Sender

The very foundation of communication process is laid by the person who transmits or sends the
message. He is the sender of the message which may be a thought, idea, a picture, symbol, report
or an order and postures and gestures, even a momentary smile. The sender is therefore the
initiator of the message that need to be transmitted. After having generated the idea, information
etc. the sender encodes it in such a manner that can be well-understood by the receiver.

Message

Message is referred to as the information conveyed by words as in speech and write-ups, signs,
pictures or symbols depending upon the situation and the nature and importance of information
desired to be sent. Message is the heart of communication. It is the content the sender wants to
covey to the receiver. It can be verbal both written and spoken; or non-verbal i.e. pictorial or
symbolic, etc.

Encoding

Encoding is putting the targeted message into appropriate medium which may be verbal or non-
verbal depending upon the situation, time, space and nature of the message to be sent. The sender
puts the message into a series of symbols, pictures or words which will be communicated to the
intended receiver. Encoding is an important step in the communication process as wrong and
inappropriate encoding may defeat the true intent of the communication process.

Channel

Channel(s) refers to the way or mode the message flows or is transmitted through. The message
is transmitted over a channel that links the sender with the receiver. The message may be oral or
written and it may be transmitted through a memorandum, a computer, telephone, cell phone,
apps or televisions. Since each channel has its advantages and disadvantages, the choice of
proper selection of the channel is paramount for effective communication.

Receiver

Receiver is the person or group who the message is meant for. He may be a listener, a reader or a
viewer. Any negligence on the part of the receiver may make the communication ineffective. The
receiver needs to comprehend the message sent in the best possible manner such that the true
intent of the communication is attained. The extent to which the receiver decodes the message
depends on his/her knowledge of the subject matter of the message, experience, trust and
relationship with the sender.

The receiver is as significant a factor in communication process as the sender is. It is the other
end of the process. The receiver should be in fit condition to receive the message, that is, he/she
should have channel of communication active and should not be preoccupied with other thoughts
that might cause him/her to pay insufficient attention to the message.

Decoding

Decoding refers to interpreting or converting the sent message into intelligible language. It
simply means comprehending the message. The receiver after receiving the message interprets it
and tries to understand it in the best possible manner.
Feedback

Feedback is the ultimate aspect of communication process. It refers to the response of the
receiver as to the message sent to him/her by the sender. Feedback is necessary to ensure that the
message has been effectively encoded, sent, decoded and comprehended.

It is the final step of the communication process and establishes that the receiver has received the
message in its letter and spirit. In other words, the receiver has correctly interpreted the message
as it was intended by the sender. It is instrumental to make communication effective and
purposeful.

Consider the following points related to the feedback involved in the process of communication;

 It enhances the effectiveness of the communication as it permits the sender to know the
efficacy of his message.
 It enables the sender to know if his/her message has been properly comprehended.
 The analysis of feedbacks helps improve future messages. Feedback, like the message,
can be verbal or nonverbal and transmitted through carefully chosen channel of
communication.
 We can represent the above steps in a model as the model of communication process

BARRIERS OF COMMUNIATION

The process of communication has multiple barriers. The intended communique will often be
disturbed and distorted leading to a condition of misunderstanding and failure of communication.
The Barriers to effective communication could be of many types like linguistic, psychological,
emotional, physical, and cultural etc.

Linguistic Barriers

The language barrier is one of the main barriers that limit effective communication. Language is
the most commonly employed tool of communication. The fact that each major region has its
own language is one of the Barriers to effective communication. Sometimes even a thick dialect
may render the communication ineffective.
As per some estimates, the dialects of every two regions changes within a few kilometers. Even
in the same workplace, different employees will have different linguistic skills. As a result, the
communication channels that span across the organization would be affected by this.

Thus keeping this barrier in mind, different considerations have to be made for different
employees. Some of them are very proficient in a certain language and others will be ok with
these languages.

Psychological Barriers

There are various mental and psychological issues that may be barriers to effective
communication. Some people have stage fear, speech disorders, phobia, depression etc. All of
these conditions are very difficult to manage sometimes and will most certainly limit the ease of
communication.

Emotional Barriers

The emotional IQ of a person determines the ease and comfort with which they can
communicate. A person who is emotionally mature will be able to communicate effectively. On
the other hand, people who let their emotions take over will face certain difficulties.

A perfect mixture of emotions and facts is necessary for effective communication. Emotions like
anger, frustration, humor, can blur the decision-making capacities of a person and thus limit the
effectiveness of their communication.

Physical Barriers to Communication

They are the most obvious barriers to effective communication. These barriers are mostly easily
removable in principle at least. They include barriers like noise, closed doors, faulty equipment
used for communication, closed cabins, etc. Sometimes, in a large office, the physical separation
between various employees combined with faulty equipment may result in severe barriers to
effective communication.
Cultural Barriers of Communication

As the world is getting more and more globalized, any large office may have people from several
parts of the world. Different cultures have a different meaning for several basic values of society.
Dressing, Religions or lack of them, food, drinks, pets, and the general behaviour will change
drastically from one culture to another.

Hence it is a must that we must take these different cultures into account while communication.
This is what we call being culturally appropriate. In many multinational companies, special
courses are offered at the orientation stages that let people know about other cultures and how to
be courteous and tolerant of others.

Organizational Structure Barriers

As we saw there are many methods of communication at an organizational level. Each of these

methods has its own problems and constraints that may become barriers to effective
communication. Most of these barriers arise because of misinformation or lack of appropriate
transparency available to the employees.

Attitude Barriers

Certain people like to be left alone. They are the introverts or just people who are not very social.
Others like to be social or sometimes extra clingy! Both these cases could become a barrier to
communication. Some people have attitude issues, like huge ego and inconsiderate behaviours.

These employees can cause severe strains in the communication channels that they are present
in. Certain personality traits like shyness, anger, social anxiety may be removable through
courses and proper training. However, problems like egocentric behaviour and selfishness may
not be correctable.
Perception Barriers

Different people perceive the same things differently. This is a fact which we must consider
during the communication process. Knowledge of the perception levels of the audience is crucial
to effective communication. All the messages or communique must be easy and clear. There
shouldn’t be any room for a diversified interpretational set.

Technological Barriers & Socio-religious Barriers

Other barriers include the technological barriers. The technology is developing fast and as a
result, it becomes difficult to keep up with the newest developments. Hence sometimes the
technological advance may become a barrier. In addition to this, the cost of technology is
sometimes very high.

Most of the organizations will not be able to afford a decent tech for the purpose of
communication. Hence, this becomes a very crucial barrier. Other barriers are socio-religious
barriers. In a patriarchal society, a woman or a transgender may face many difficulties and
barriers while communicating.

HOW OVERCOME COMMUNICATION BARRIERS

 Checking whether it is a good time and place to communicate with the person
 Being clear and using language that the person understands
 Communicating one thing at a time
 Respecting a person’s desire to not communicate
 Checking that the person has understood you correctly
 Communicating in a location that is free of distractions
 Acknowledging any emotional responses the person has to what you have said.
 Don’t make any judgements about what someone may be experiencing, always ask!
 NON VERBAL COMMUNICATION

Nonverbal communication is the transmission of messages or signals through a nonverbal

platform such as eye contact, facial expressions, gestures, posture, and the distance between two
individuals.

Body Language:- A simple rule of thumb is that simplicity, directness, and warmth convey
sincerity. And sincerity is a key to effective communication. A firm handshake, given with a
warm, dry hand, is a great way to establish trust. A weak, clammy handshake conveys a lack of
trustworthiness. Gnawing one’s lip conveys uncertainty. A direct smile conveys confidence.

Eye Contact:- In business, the style and duration of eye contact considered appropriate vary
greatly across cultures. In the United States, looking someone in the eye (for about a second) is
considered a sign of trustworthiness.

Speech-Independent Gesture:- Speech-Independent Gestures are nonverbal cues that

communicate a word or an expression, most commonly a dictionary definition. Although there is
differences in nonverbal gestures across cultures, speech-independent gestures must have an
agreeable understanding among people affiliated with that culture or subculture on what that
gesture's interpretation is. As most humans use gestures to better clarify their speech, speech-
independent gestures don't rely on speech for their meaning. Usually they transpire into a single
gesture. Many speech-independent gestures are made with the hand; the "ring" gesture usually
comes across as asking someone if they are okay. There are several that could be performed
through the face. For example, a nose wrinkle could universally mean disapproval or
disgust Nodding your head up and down or side to side indicate an understanding or lack of when
the speaker is talking. Just because speech-independent speech doesn't need actual speech for
understanding the gesture, it still needs context. Using your middle finger is a gesture that could
be used within different contexts. It could be comical or derogatory. The only way to know is if
one analyzes the other behaviors surrounding it and depending on who the speaker is and who the
speaker is addressing.

Space:- Anthropologist Edward T. Hall coined the term proxemics to denote the different kinds
of distance that occur between people. These distances vary between cultures.
Touch:- The meaning of a simple touch differs between individuals, genders, and cultures. In
Mexico, when doing business, men may find themselves being grasped on the arm by another
man. To pull away is seen as rude. In Indonesia, to touch anyone on the head or touch anything
with one’s foot is considered highly offensive. In the Far East, according to business etiquette
writer Nazir Daud, “it is considered impolite for a woman to shake a man’s hand (Daud, 2008).”
Americans, as we have noted, place great value in a firm handshake. But handshaking as a
competitive sport (“the bone-crusher”) can come off as needlessly aggressive, at home and
abroad.

Facial Expressions:- The human face can produce thousands of different expressions. These
expressions have been decoded by experts as corresponding to hundreds of different emotional
states (Ekman, et. al., 2008). Our faces convey basic information to the outside world. Happiness
is associated with an upturned mouth and slightly closed eyes; fear with an open mouth and wide-
eyed stare. Flitting (“shifty”) eyes and pursed lips convey a lack of trustworthiness. The effect of
facial expressions in conversation is instantaneous. Our brains may register them as “a feeling”
about someone’s character.

Posture:- The position of our body relative to a chair or another person is another powerful
silent messenger that conveys interest, aloofness, professionalism—or lack thereof. Head up, back
straight (but not rigid) implies an upright character. In interview situations, experts advise
mirroring an interviewer’s tendency to lean in and settle back in her seat. The subtle repetition of
the other person’s posture conveys that we are listening and responding.
 BUSINESS LETTERS

INTRODUCTION

Business letter is a letter used for transferring messages in a professional way like instructions,
requests, orders, queries, answers, offer letters, notice, promotion etc. It can be sent between the
organizations whether it is inter or intra. The business letter has a specific format. Each
component of the letter plays a crucial role.

A business letter is a letter from one company to another, or between such organizations and
their customers, clients, or other external parties. The overall style of letter depends on the
relationship between the parties concerned. Business letters can have many types of content, for
example to request direct information or action from another party, to order supplies from a
supplier, to point out a mistake by the letter's recipient, to reply directly to a request, to apologize
for a wrong, or to convey goodwill. A business letter is sometimes useful because it produces a
permanent written record, and may be taken more seriously by the recipient than other forms of
communication.

COMPONENTS OF BUSINESS LETTERS

1. Letter Heading:- The letter heading, typically found in the upper left-hand corner of the
page, introduces you to the recipient and includes important contextual information such as your
name, return address, phone number, email and date. Only include the information your audience
needs. When writing your letter heading, skip a line between your contact information and the
date. Skip another line, and then include your recipient’s contact information. Skip another line
and then begin your letter.

2. Recipient Address:- Leave an extra line between the date and the receiver's address, and
it should be on the left margin. You should include the name of the person you are sending the
business letter to, including their name prefix. Make sure their name is spelled correctly and the
address is as complete as possible to be sure they receive the letter. The address should show in a
standard envelope window when the paper is folded into thirds.
3. Subject:- The subject should be short and direct, clearly representing to the recipient what
your letter is about. If you have a reference number, such as a claim number, case number or
reference number, you should include it on this line. The subject does not have to be written as a
complete sentence.

Your subject might also start with "RE:" to show that you are writing in response to or regarding
a previous conversation or request. For example, a subject line might read "RE: Claim Number
129523 - Filing Documents and Policy Information." This allows the reader to find your claim
and lets them know what to expect in the rest of the business letter.

4. Greeting:- The greeting should be formal and polite. It is best to start with a professional
salutation like "Dear," and the person's prefix if you know it. For example, you would not
write "Dear Ram Kumar” if you know they're a doctor. In that case, you would write "Dear Dr.
Ram Kumar." Avoid using gendered prefixes if possible—use the person's name instead. For
example, "Dear Ram," instead of "Dear Mr. Kumar"

If you do not know who will be receiving your letter directly, you should use other references
such as their title, team, organization or job duty. For example, "Dear HR Manager," "Dear HR
Department" or "Dear Company Recruiter." If possible, avoid using "To Whom It May
Concern," as it may come across impersonal or outdated.

5. Body:- The body is where you write the details of your business letter. Start with a short
introduction explaining why you are writing them. The introduction should be one or two
sentences and should have the most important details. The rest of the body includes the details of
your letter.

The body should be focused on why you are writing and should be as direct and polite as
possible. Separate each left-aligned paragraph by skipping a space. End the body with a two-
sentence wrap-up paragraph to clarify why you are writing and to thank them for their
consideration. Be sure that the closing paragraph is suitable to the tone of the letter. A good
wrap-up paragraph might look like, "Thank you for updating my claim and looking into the
circumstances. I look forward to hearing from you soon."
6. Complimentary Close:- Always end a business letter with a professional closing. Some
examples are "Sincerely," "Best regards" and "Thank you." You should have your closing on its
own line, with the first letter capitalized and a comma at the end.

7. Signature:- A signature can be as simple as writing your name or as complex as including

your credentials and certifications. How you sign a business letter will also depend on your
current relationship with the reader.

LAYOUT OF BUSINESS LETTER

TYPES OF BUSINESS LETTERS

Here are some of the most commonly used types of business letters:

1. Cover Letters

Cover letters accompany your application when applying for a new position. You can use cover
letters to introduce yourself, describe your interest in a company and outline your qualifying
skills.

A cover letter will include the following:

 Contact information:- Include your name, phone number and email address on the
cover letter to ensure the reader knows how to contact you after reviewing your
application.

 Salutation:- Begin the letter by addressing the person to which you are writing the
letter. This person may be the hiring manager, department head or other company
representative identified in the job listing.

 Purpose of the letter:- In your introduction, discuss why you are writing by
mentioning the job title, the company name and where you found the job listing.

 Qualifying skills:- In the body of your letter, highlight the specific skills that make
you a strong candidate for the open position. Your cover letter should complement your
resume, so build off of the information in your resume to provide more specific details of
your professional experience.

 Conclusion:- End the cover letter with a memorable statement about why you are a
good fit for the open position. Include a call-to-action to encourage the reader to follow
up on your application should they want to interview you and learn more about how you
could fit into their company.

2. Letters of Resignation
A letter of resignation informs your employer of your intent to resign. While you may verbally
notify your coworkers and employer of your plans to leave, many organizations prefer to have an
official letter for documentation purposes.

A letter of resignation often includes the following:

 Statement of resignation: Begin this letter with the official statement declaring that
you are resigning from the company.

 Reason for leaving: Depending on your situation, you may consider mentioning why
you are leaving so your employer understands your decision. This may include accepting
an opportunity elsewhere, pursuing higher education or relocating.

 Dates: Include the date on which you are delivering the letter and the date of your
official last day of employment. This step can ensure your employer can best prepare for
your leaving and fill your position.

 Thank you: Consider thanking your employer for the opportunity and the skills you
gained while working for them. This step is a professional courtesy that can strengthen
your professional relationship with your employer should you need their recommendation
in the future.

3. Sales Letters

The purpose of a sales letter is to introduce a service or product to a client or customer. Sales
professionals often use these letters when making new contacts with prospective buyers or
strengthening relationships with longtime clients.

A sales letter often includes the following:

 Description:- of product or service: Include specific details about the item or service
you are offering. Consider identifying a possible solution this product or service provides
to the recipient to best demonstrate its value.
  Cost:- Some letters include information about the price of the product or service,
especially if the buyer is a current patron. It may be included if the cost was already
discussed in a previous meeting as well.

 Call to action:- Include directions to the reader explaining how they should take
action if they want to buy. You may include your contact information, the best times to
reach you and a date by which they should reply to take advantage of your offer.

4. Letters of Recommendation

A letter of recommendation is written by another person who can confirm a professional’s

qualifications and work ethic. A letter of recommendation can strengthen an application for
employment, higher education or another professional opportunity. This letter often includes the
following information:

 Relationship of the recommendation:- The letter should state the relationship of

the person making the recommendation to ensure the reader knows what qualifies the
writer to speak on the applicant’s behalf. Those who write these letters might include a
professor, supervisor or coworker.

 Evaluation of the candidate’s qualifications:- The recommendation is often

the body of the letter and speaks directly to the candidate’s skills, positive character traits,
professional goals and their potential in the program or position. For Example; The writer
can include specific examples of how the candidate demonstrated their skills during their
time working, studying or otherwise interacting with each other. This information can
help prospective employers understand how the candidate positively impacts their peers
and supervisors.

 Closing statement:- It should conclude with a final confirmation of the candidate’s

qualifications and include the writer’s contact information should the reader want to
know more.
5. Interview Follow-Up Letters

You can send a follow-up letter after interviewing for an open position to thank the interviewer
for their time and to demonstrate your interest in the job further. A follow-up letter will include
the following:

 Overview of the interview:- Include key topics discussed during the interview,
such as specific job tasks or a talking point that interested you. Be sure to mention the
title of the position. These details demonstrate active listening while expressing your
continued interest in the open position.

 Skills related to the position:- The follow-up letter is a good time to reiterate the
skills you offer as they relate to the open position.

 Gratitude:- You can also use the follow-up letter to thank the hiring manager for
taking the time to meet with you. This step shows professional courtesy that can leave a
good impression on your prospective employer.

6. Offer Letters

An offer letter is an official offer of employment that describes the specific terms of the position.
If you agree to the terms the letter offers, then you will sign the offer letter and accept the job.

An offer letter will usually include the following:

 Job description:- This item outlines the specific job tasks and requirements of the
role.

 Job title:- A letter that states the official name of the position can ensure you are hired
for the right role.
  Requested start date:- This is the date on which you will begin employment. You
may discuss with your employer if you need to adjust the date.

 Salary and benefits:- This information includes the offered salary, bonus and
benefits that come with the role. Some employers may specify when bonuses are given
and benefits, such as health care, begin.

 Acceptance timeline:- This is the date by which you must respond to the offer letter.

7. Letters of Commendation

Letters of commendation are a form of employee appreciation, and companies send them out to
the entire staff to congratulate an employee for a job well done. They may include the following:

 Purpose:- Begin a letter of commendation identifying who is being commended and

for what reason.

 Details of the commendation:- Include details about the specific tasks,

achievements or awards for which the team member is being recognized.

 Call to action: This letter may include a call to action that encourages fellow
employees to congratulate the team member on their success.

BUSINESS ETIQUETTES
INTRODUCTION
Business etiquette is a set of rules that govern the way people interact with one another in
business, with customers, suppliers, with inside or outside bodies. It is all about conveying the
right image and behaving in an appropriate way.
Etiquette is a code of behavior that delineates expectations for social behavior according to
contemporary norms within the society or groups. These codes were instituted during the days of
ancient chivalry, but as years have flown by they have been modified to a great degree, many of
them being quite obsolete while others have changed entirely. However, some have been slightly
varied, to suit the times, being governed by the laws of good taste and common sense.
The rules of proper etiquette and protocol have been around for years and are far more important
in this day and age than ever before. Implementing proper etiquette and protocol skills into
everyday life should be a habit for everyone because a person who displays proper etiquette not
only feels good about himself but he also makes those around him feel important and respected.

TYPES OF ETIQUETTTES

1. Introduction etiquettes
2. Exchanging business cards
3. Shaking hands
4. Email etiquettes
5. Telephone etiquettes
6. Telemarketing etiquettes
7. Elevator etiquettes
8. Dressing and Grooming etiquettes
9. Dining etiquettes.
INTRODUCTION ETIQUETTES

The proper way to make an Introduction is to introduce a lower- ranking person to a higher
ranking person. The purpose of introducing people is to give them an opportunity to know each
other. Beyond just stating names of the two parties, the person making the introduction is often
obligated to establish an acquaintance and help the two parties initiate a conversation.

When introducing people of equal seniority or status, you may introduce either person to the
other. For example,
 Introduce a younger person to an older person. “Grandma, please meet Alicia and Carlos,
my neighbors.
 Introduce an employee to a customer. “Mr. Sung, I would like to introduce our plastics
engineering team. This is Mark Smith, Jessica Ramos and Liang Zhu. All three
participated in last week’s teleconference regarding product definition.

Four steps of introduction;

1. First, state the name of the person being introduced to. This is the ‘higher-ranking’ person.

2. Second, say “I would like to introduce” or, “please meet” or, “this is,” etc.

3. Third, state the name of the person being introduced. This is the ‘lower-ranking’ person.

4. Finally, offer some details about each, as appropriate. As I wrote in a previous article, add a
snippet of information about a topic of common interest between the two parties. Do not
elaborate. This will help them connect and pursue a conversation.

EXCHANGING BUSINESS CARD ETIQUETTES

1. Never leave your home or office without your cards and plenty of them. There is nothing more
unprofessional than the business person who has to say, “Oh, I'm sorry. I just gave out my last
card.” or “I'm sorry. I didn't bring any with me.”
2. Keep your cards in a business card case or in something that protects them from wear and tear.
A crumpled business card makes a poor first impression.

3. Know where your business cards are at all times. The person who has to go through every
jacket and pants pocket or every nook and cranny of a briefcase to find those business cards loses
credibility immediately.

4. Hand them out with discretion. Those people who believe in doling cards out in multiples of
twelve send a message that their cards aren't worth much.

5. Give and receive cards with your right hand—the hand of discretion. This can make a big
difference when doing business internationally.

6. Present the card so the person who is receiving it can read it without having to turn it around.

7. Always make a comment about a card when you receive it. Note the logo, the business name
or some other piece of information. This shows that you place value on the card.

8. Keep your business cards up to date. When any of your contact information changes; run,
don't walk to your nearest printer for new cards. It is substandard business etiquette to hand out
cards on which you have crossed off an old phone number and written in the new one.

9. Don't write notes to yourself on someone else's business card during the exchange unless they
appear relevant. For example, if someone asks me to send a copy of my book, Manners That
Sell, it makes perfect sense to write “Send book” on the back of that card. However, that would
not be the time to write “good lead to ABC organization” on the card. I do that later and out of
sight.

10. Avoid appearing aggressive with business cards. Wait to be asked for yours. If that isn't
happening, ask the other person for a card. Reciprocity generally follows.
HANDSHAKE ETIQUETTES

1. Keep between three to four feet (or 1 to 1.25 meters) between you and the person you will be
shaking hands with.

2. Offer your right hand by extending it toward the other person.

3. Grab the other person's hand.

4. Pump two to three times.

5. When you have finished, let go of the other person's hand then stand upright.

EMAIL ETIQUETTES

1. Email is appropriate to use, but never use all caps and watch for typos.

2. Always include a subject line in your message.

3. Make the subject line meaningful.

4. Use correct grammar and spelling.

5. Always use a signature if you can; make sure it identifies who you are and includes alternate
means of contacting you (phone and fax are useful).

TELEPHONE ETIQUETTES

When speaking on the telephone, proper etiquette is just as important as when you meet someone
in person.

1. How you conduct yourself on the telephone tells others as much about you as face-to-face
interactions.

2. Always try to return your calls on the same day.

3. Keep business conversations to the point.

4. Do not keep someone on hold more than 30 seconds.

5. Always leave your phone number if you ask for someone to call you back.

6. Maintain a phone log to refer back to for valuable information.

7. Listening is essential whether in person or on the phone.

TELEMARKETING ETIQUETTES

Telemarketing has the potential to yield large returns for businesses. However, there are many
factors that contribute to the success of the campaign. One is telemarketing etiquette. A well
designed script will mean little if the caller using it is rude or unhelpful.
Have you ever received a call where the caller asks to speak to a specific person who isn’t
available and the caller just hangs up when you tell them this? This is a prime example of poor
telemarketing etiquette. It indicates that the caller has received little to no training and it is
unlikely that their campaign will be a success.

1. Take your time: - When you phone someone, do not rush to get through your script as fast
as possible. It will be difficult, if not impossible for the person on the other end of the phone to
be able to take in what you say. When we receive calls like this, it just comes across as a lack of
confidence from the caller. Unfortunately, it doesn’t always paint the company calling in the best
light as the call is poor quality. On the other hand, do not try and talk as slow as possible. It is
highly likely that the prospect will just lose interest if you are taking too long to get to the point.
Be calm, collected and clear. You will come across as professional when you are calm and speak
at a normal pace. If you need to take some time to learn the script before you begin calling, then
this is fine, in fact we encourage our callers to do so. As you get used to your script, you will
begin to sound more natural and eventually you won’t even need the script as it will be
memorized.
2. Manners: - Manners are something that shouldn’t need to be mentioned, as it should be
obvious. However, there are still callers who will ring up and get very rude if the contact they are
asking for is not available. This poor telemarketing etiquette can have seriously negative effects
on your company reputation and the campaign success.
When you phone a business or someone’s home, politely ask to speak to the contact you have
listed. State your name, where you are calling from and the reason for the call. Be enthusiastic
and polite and if the person is not available, then establish a better time to call back. Poor
manners and a sharp tone of voice will reflect badly on both the caller and the company.
Furthermore, never interrupt the person on the other end of the phone. Let them say what they
have to say and respond respectfully. Interruptions are frustrating and will disengage the
prospect.

3. Be Respectful and Value their Time: - When you call someone, they are taking time
out of their day to speak to you. Therefore, try not to keep them on the phone for too long. Cut
out any unnecessary waffle. Once you begin to build rapport and a relationship with the prospect,
this can of course change. Conversations will become friendlier as you learn more about each
other. However, in the first instance be efficient so they do not become frustrated at the length of
the call.
At the end of the call, thank them for their time and ask if there is anything else you can do for
them. This ends the call on a positive and professional note. This will also help build rapport and
trust with the prospect as you have been professional and helpful throughout the call and have
not wasted their time.

4. Confidence is Key: - When you are confident speaking about a certain topic, everything
flows and sounds natural. Above we say how you should learn your script. Once you learn your
script, your presentation will automatically sound more natural. You will sound less robotic and
rigid which some callers have the trouble of when they start a new campaign.
Tonality is also crucial and speaking in a boring, monotone voice will switch people off. When
your tonality is good, you come across as more confident and this rubs off on the prospect. They
will be more engaged as you sound more interesting and you know what you are talking about. A
good telemarketing operative will be confident and speak in a way that prompts responses and
further engagement.
5. Summary: - High quality telemarketing etiquette helps to build a relationship and rapport
with your prospects, thus helping to increase sales. However, poor telemarketing etiquette can
have a bad effect on your company reputation which can be hard to repair.
Impact Marketing have an in-house call centre where we regularly run both business and
consumer telemarketing campaigns for our clients. Our staff are trained regularly to maintain the
highest quality service for our clients. This allows us to produce high quality leads and
appointments.
What experiences have you had of poor telemarketing etiquette from someone who has phoned
into your business? Let us know in the comments below.
If you would like more information about our telemarketing services, get in touch today and a
member of the team will be happy to assist further.

ELEVATOR ETIQUETTES

1. Follow the “two-flight” rule.

2. Holding the door—when, how, and if you should do it.

3. Keep proxemics in mind when positioning yourself in an elevator.

4. Always face the elevator doors

5. Minimal eye contact is standard.

6. Keep phone calls private.

7. How to exit when the elevator is full.

DRESSING & GROOMING ETIQUETTES

Dressing: -
1. Understand what Acceptable is for the Industry

2. Wear Well-Fitting, Office-Appropriate Clothes

3. Avoid Strong Fragrances

4. Wear Neat, Polished Shoes

5. Use Accessories Wisely

6. Keep Facial Hair Groomed

Grooming: - The first thing people notice about one is the way they look and it leaves a
lasting impression. Putting forth a nice appearance does not mean that you have to spend a lot of
money on clothes or accessories. Clean, ironed and well fitted clothes go a long way in
contributing towards a positive appearance. A well maintained beard /clean face also contributes
towards a positive image. A smart haircut and neatly combed hair is a must. Greasy-looking,
unkempt, or poorly maintained hair can sink the best of all looks. Dandruff can also negate a
clean, streamlined look, so keep a lookout for flakes. Check your nails often to see if they need
cleaning or filling. The basics of nail care for women and men include neatly manicured nails
and cuticles.
In addition to taking care over your appearance, it is also important to consider if your
appearance is appropriate for the situation. You may look lovely in your party clothes or feel
confident in your business suit, but these would look out of place in a more casual setting such as
at a picnic or at a movie.
The same goes for accessories and make up: glitter eyeshadow and elaborate hair might be fun
after work, but look odd for a business meeting. Think about what the majority of people will be
wearing in the situation and wear something that fits in and makes one feel comfortable.

DINING ETIQUETTES
Dinner Table Etiquette - Do's

1. Once seated, unfold your napkin and use it for occasionally wiping your lips or fingers. At the
end of dinner, leave the napkin tidily on the place setting.

2. It is good dinner table etiquette to serve the lady sitting to the right of the host first, then the
other ladies in a clockwise direction, and lastly the gentlemen.

3. Hold the knife and fork with the handles in the palm of the hand, forefinger on top, and thumb
underneath.

4. Whilst eating, you may if you wish to rest the knife and fork on either side of the plate
between mouthfuls. When you have finished eating, place them side by side in the center of the
plate.

5. If the food presented to you is not to your liking, it is polite to at least make some attempt to
eat a small amount of it. Or at the very least, cut it up a little, and move it around the plate.

6. It is quite acceptable to leave some food to one side of your plate if you feel as though you
have eaten enough. On the other hand, don't attempt to leave your plate so clean that it looks as
though you haven't eaten in days.

7. Desserts may be eaten with both a spoon and fork, or alternatively a fork alone if it is a cake or
pastry style sweet.

8. Always make a point of thanking the host and hostess for their hospitality before leaving.

9. It is good dinner table etiquette to send a personal thank you note to the host and hostess
shortly afterwards.

Dinner Table Etiquette - Don’ts

1. Never start eating before a signal from the host to do so.

2. Forks should not be turned over unless being used for eating peas, sweetcorn kernels, rice or
other similar foods. In which case, it should be transferred to the right hand. However, at a casual
buffet, or barbecue it is quite acceptable to eat with just a fork.

3. It is generally not regarded as good dinner table etiquette to use one's bread for dipping into
soups or mopping up sauces.

4. Loud eating noises such as slurping and burping are very impolite, the number one sin of
dinner table etiquette.

5. Talking with one's mouth full, is not only unpleasant to watch, but could also lead to choking!

6. Definitely not a good idea.

7. Don't stretch across the table crossing other guests to reach food, wine or condiments. Instead
ask a guest sitting close to pass the item to you.

8. Good dinner table etiquette sometimes involves a degree of diplomacy when it comes to the
host's choice of food and wine! Even if you feel that you can do better, don't ever offer your
criticism. If you feel unable to pay any compliments, at least remain silent on the subject.

9. Don't forget to make polite conversation with those guests around you. Dinner parties are not
just about the food, they are intended to be a sociable occasion.