Business etiquette describes the display of certain behaviours, actions, attitude and overall conduct in business, which is based on our personal and professional values, culture and expectations.

Many business deals have been lost due to unintentional lack of manners or etiquette. Ignorant, unintentional behaviour, causing people to feel disrespected or abused has lost organisations and business leaders a lot of money and respect. You may never be given a second chance unless you find out what went wrong and can admit your ignorance and apologise profusely. Make it your business to know as much as possible about the client’s and/or the organisation’s culture and expectations.

The most important thing to remember is to be courteous, considerate and thoughtful to everyone around you, regardless of the situation. Address conflict situations with utmost respect and apologise when you step on toes.

Remember, when speaking in meetings, not to raise your voice, remain calm at all times and think before you speak. You will earn the respect and credibility expected of you.

Part 1

Build relationships

	Make it your business to get to know as many people in your own and your client’s organisations as possible. Secretaries, PA’s and receptionists may have more clout than you think. The rule of thumb is to treat everyone with respect. You never know when you may need them.
	Always be ready to introduce yourself to other participants in workshops, meetings or functions and hand a clean business card to each person. Remember, you never know who you might meet at social functions. Use the opportunity to network.
	Be sincere in your approach and be a good listener. Ask open-ended questions (“What do you do for a living?”) – it gets people talking about themselves, their business etc.
	Keep notes on people. Create a contact database with names, name of company they work for, type of industry, the person works for, their designation, addresses, phone numbers, birthdays, spouse and children’s names etc. All and any appropriate information you may need. Remember to use the information. Send an e-mail or make a phone call to them on their birthday or to congratulate them on a promotion. Send a gift for engagements, weddings or send condolences for a death of a loved one. Remember to check the person’s religious or cultural background, because it may not be acceptable or appropriate to send gifts or certain colours or types of flowers.
	Kindness is a virtue. If you are kind to everyone you come into contact with, you will gain the respect and admiration of others and by being courteous and respectful to everyone you come into contact with, you avoid ever having to apologise for your conduct or ignorance.
	Remember to build relationships inside your own organisation as well. Colleagues and direct reports may help or hinder your promotion in the organisation. They may leave your organisation and become an important client or join a sought-after organisation.
	Always give people the benefit of doubt.

By Elsabé Manning

Elsabé runs accredited Professionalism in the Workplace workshops - SETQAA decision number 2075. For further information please contact her on elsabe@successfactory.co.za or 011 648 8969 or 084 371 9105