SMART SKILLS
Work etiquette crucial to corporate culture
Usha Albuquerque

This could be a typical schedule of the average business executive or businessman today. Social activities and business etiquette are as important as balance sheets and deadlines. Caught in the sweep of globalisation, we cannot afford to stay insular in our attitudes, etiquette and fashions. Moreover, it is in the corporate environment that this transformation has been most complete. No longer is business activity confined merely to the boardroom. It is a round-the-clock affair---with wining, dining and entertaining as key factors in the success of an executive who wants to clinch deals and cement relationships.

In this global environment, every corporate house needs executives who can, at all times, project the company's image both within the business environment as well as outside. Any corporate house that has the "Complete Man" or the "All-Round Woman" in its list of employees certainly stands a better chance of facing the onslaught of globalisation.

Therefore, it is essential for an executive to cultivate business skills that would not only ensure his/her success in a company, but also, in turn, the company's success in a global milieu.

Mind your manners

Imagine the plight of an ambitious executive who does not know how to make small talk at a social gathering. Or the one who visits a French restaurant and finds the menu card all Greek. This can happen to a lot of us. We might go for an important meeting, thinking we are dressed right, but discover that it is not suited to the occasion. Many of us may even have difficulty speaking over the phone beyond the customary "Hello".

All professionals, therefore, need to cultivate some basic business skills and etiquette. Among the most important skills required to create the right impression are — Office etiquette, letter writing and telephone etiquette.

Office etiquette

This includes basic courtesies such as interacting with colleagues and newcomers, the etiquettes of representing and respecting the company, communicating with clients and colleagues, and avoiding further intimacy with colleagues.

Working together: It is important for all employees to know their roles well and have mutual respect. Seniors should not be too imperious, and must delegate work justly. Junior employees should, in turn, treat their seniors with deference.

Dealing with newcomers: On joining the company, newcomers must formally be introduced to colleagues. Their job profiles must be clearly defined and they must be told about trivial things, including where the toilets are and how to get a cup of coffee.

If you are a newcomer and haven't been told enough, ask your colleagues. It will help you get to know them.

Talking to each other: Be precise while asking someone to do something. And if you're asked to do something you haven't fully understood, it is best to ask again. Talking to your colleagues about more general things will also make the working atmosphere more pleasant. But avoid talking at length about your personal lives.

Respecting the company: It is vital to respect the company you're working for. Always be polite and helpful with visitors. Don't exploit the company by systematically arriving late, leaving early, taking long lunch hours, asking for extra time off or failing to do your share of chores. And don't exploit office facilities by taking stationery or making too many personal calls.

Global etiquette: As business becomes more international, it is increasingly easy to get it wrong. For example, handshaking is an automatic gesture in most European countries. In France, on arriving at a meeting, a manager has to shake hands with everybody present. Handshaking is also very popular in Germany, Belgium and Italy. But the British and the Scandinavians are not so fond of physical demonstrations of friendliness. Standards of hospitality also vary from country to country.

Letter writing

Telephone conversations and e-mails have, to some extent, superseded the letter. But letters still show more respect for the correspondent and at the same time, remain a physical record of communication.

Starting a letter: Business letters should preferably be typed. Use a good-sized sheet of white, cream, or pale blue paper. A-4 is usually the standard size. All business letters must carry your address and date, the addressee's name, address and reference numbers, if any. The text of the letter should begin a little way down the page, with margins on either side, rather than filling the whole page width. Giving a heading to the letter will also make it easier for the reader. In reply to a business letter always use the reference numbers (if provided).

Content of business letters: Almost all letters begin with "Dear". If the correspondent's name is unknown, write "Dear Sir or Madam". But wherever possible, call up and find out their names, and check whether a woman likes to be addressed as Miss, Mrs or Ms. Doctors, professors and people with ranks must be addressed accordingly. If you are using a reference, always let them know.

Effective business letters must be short and to the point, ideally using only one sheet of paper. Otherwise, the pages should be numbered clearly, preferably reiterating the date and number on each page. Avoid using very formal language.

If you enclose material in a business letter, put the letters "Enc" after signing your name. If you're sending copies to people, put the letters "cc" at the end, with a list of their names.

Don't make a phone call when a letter would be more appropriate.

Telephone etiquette

The telephone is the most important and efficient form of communication used today. And we all must observe certain telephone etiquette.

Phone manners: Over the telephone, remember to speak slowly, clearly and concisely because your voice is the only medium of communication. Be very polite. If you have to spell something, use words to distinguish between similar sounding letters, for instance 'F for France' and 'S for Singapore'.

If the conversation turns into an argument, try to stay calm. Let the other person express his/her ideas without interruption. Never slam the receiver down on anyone. Besides being rude, it signifies weakness or defeat. And if you do disconnect the phone, you must ring back immediately to apologise.

Making calls: Before making a call, consider whether the time is appropriate. Never make complicated business calls at the fag end of working hours.

Be polite to whoever answers the phone; state clearly who you are and whom you'd like to speak to. If you call an office and are put through to someone you don't know, ask for his/her name, so that you can refer your future conversations to him/her.

Ask the person you have called, whether it is a good time to call. If not, fix another time. And be prepared with all relevant information, pen and paper. If you make or confirm an arrangement, make a note immediately.

Also at work, avoid accepting too many personal calls.

If you dial a wrong number, don't just hang up. Apologise first.

Answering calls: When you answer a telephone call, give your number and the name of the company. Don't give out your name till the caller introduces himself/herself. If you have been called at an inconvenient time, let the caller know and ask for a better time to call back. And if the caller wants to speak to someone else, inform the caller before you start connecting the call or locating the other person.

Messages: Telephone messages should always be written down, and must include the date and time of call, the caller's name, the company's name, telephone numbers, the reason they called and whether they will ring back or would like to be contacted.

Answering machines: Always leave clear messages on the answering machine.

The outgoing message on the machine should let the caller know when to speak — and to some extent — what to say. On receiving messages, you should respond promptly.

These are just some of the many aspects to business etiquette that can make a difference to business dealings. Your personal grooming, introduction and interview techniques, table manners are all important and make your clients more comfortable in your presence. Every little detail of these aspects help in the making of a perfect business executive who can contribute effectively to a company's growth.