Be a yardstick of quality. Some people aren't used to an environment where excellence is expected...Create that environment with your excellent etiquette.

1. WHAT IS ETIQUETTE ?
“ ETIQUETTE” is about presenting
yourself with the kind of polish that
shows you can be taken seriously.
The word “etiquette” is derived from
French which actually means a
“ticket”, your ticket to getting anything
and any place you want.
Etiquette in simpler words is defined
as good behaviour which distinguishes
human beings from animals.

2. WHAT MAKES HUMAN BEING
DIFFERENT FROM ANIMALS?

3. ETIQUETTE
 It refers to norms and standards for
behavior that is socially acceptable and
being comfortable around people.
Research conducted by Harvard
University shows that technical skills and
knowledge accounts for only 15% of
getting, keeping and advancing in a job.
85% of the job success is connected to
people skills.

4. PRINCIPLES UNDERPINNING ALL
ETIQUETTE :
 GOLDEN RULE : Treat others as you
would like to be treated.
 PLATINUM RULE : Treat others as they
would like to be treated.

5. PERCEPTION EQUALS
REALITY
TWO Stages
Sustained
Initial Perception
Perception
(immediate)
(over time)

6. Initial and Sustained Perception
Initial : Sustained :
Presence Personal substance n
 Appearance Professionalism
 Manner and Style  Attitude
 Etiquette  Integrity
 Awareness  Civility
 Work etiquette n
Discipline

7. PRESENCE
 APPEARANCE
 MANNERISM AND STYLE
 ETIQUETTE

8. PRESENCE
People begin to evaluate us before any
words are even spoken.
‘Who you are speaks so loudly I do not hear
what you say ‘ – Emerson

9. NEED FOR ETIQUETTE
 Etiquette makes you a cultured individual who leaves
his mark wherever he goes.
 Etiquette teaches you the way to talk, walk and most
importantly behave in the society.
 Etiquette is essential for an everlasting first impression.
The way you interact with your superiors, parents,
fellow workers, friends speak a lot about your
personality and up- bringing.
 Etiquette enables the individuals to earn respect and
appreciation in the society. No one would feel like
talking to a person who does not know how to speak or
behave in the society.

10. TYPES OF ETIQUETTE
1. Social Etiquette
2. Bathroom Etiquette
3. Wedding Etiquette
4. Corporate Etiquette
5. Meeting Etiquette
6. Telephone Etiquette
7. Eating Etiquette
8. Business Etiquette

11. MEETING AND GREETING!!

12. Why should you smile ?
 Smiling when dealing with Clients
helps to create a friendly atmosphere
 Smile shows that you are enjoying
your work
 Our smile says to Clients “ We are
glad you’re here”,or, you are pleased
to meet him
 Smiling is good for your health

13. Most important…

14. HANDSHAKE
 Handshake is a gesture of Acceptance and
Welcome
 Extend your right hand
 Web to web, finger to finger
 Give slight pressure
 Grasp the person’s hand Firmly and Completely
 Look into the eyes and smile
 Release the hand in 3 seconds
 But no matter what, never refuse to accept
anyone’s hand

15. HANDSHAKE
 PUMPER
 DEAD FISH pumper
 SQUEEZER
 TWO HANDED
Equal
( eye contact) Dead fish
 EQUAL,WITH handshake
DIRECT EYE
CONTACT
Two handed squeezer

16. And finally……

17. COMMUNICATION
The Process of Conveying or Transmitting
a message from one person to another
through a proper channel.

18. SMALL TALKS
3 DISTINCT PARTS
1. OPENER
2. MIDDLE
3. BREAK AWAY

19. OPENER
Compliment..
Weather talks…
Food..
Current event
‘how have your day been?...’

20. MIDDLE
Choose safe topics, like :
Sports..
Books..
Movies..
Art..
Travel..
‘’BE MORE INTERESTED THAN
INTERESTING ‘’

21. BREAK-AWAY
 Stay not more than 10 minutes in one place
 Break away lines : I’m going to circulate…or,
I see someone, I must meet..
 Tell them, you enjoyed speaking with them

22. And last but certainly, not the least..
BE POSITIVE in your Outlook!!