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HOW TO BE A Best Seller Brought to you by t h e A I E S E C i n I n d i a B u s i n e s s D e v e l o p m e n t Te a m The Etiquette we need For: Presidents Vice Presidents Te a m Le a d e r s Members Organizing Committees ( b a s i c a l l y, f o r e v e r y o n e ! ) ETIQUETTE Etiquette, as it is defined is a certain behavior/code of conduct which needs to be followed and especially in youth run organizations such as AIESEC, this will be something which will set us apart given the fact that this etiquette is not commonly associated with youngsters. As young people handling multiple stakeholders, it is extremely important for us to behave in a manner which is deemed appropriate regardless of whether a stakeholder expects it or not. Types of Etiquette Corporate Etiquette Social Etiquette Meeting Etiquette Telephone Etiquette Corporate Etiquette refers to how an individual should behave while he is at work. Social etiquette includes ways to behave in the society Meeting Etiquette refers to styles one need to adopt when he is attending any meeting Telephone etiquette refers to the way an individual should speak on the phone. Corporate Etiquette How do you behave at your place of work, which may be your LC office spaces, forums to client offices and their places of work is defined as corporate etiquette. Corporate Etiquette - Open Offices Keep the noise level to a minimum. Everyone doesn’t need to know how awesome your playlist is. Maintain the aesthetics and ambiance. Try not to eat in office, even if you do, see to it that your food is not making anyone else uncomfortable. Don’t be a distraction. Just cause you are bored or done with work, don’t distract other people because they might be in the zone at that time Keep your desk organized. Your space reflects your state of mind and an encouraging ambiance is key to subconsciously creating comfort Respect a person’s need to work. AIESEC gives you the opportunity to explore and invent new ways of getting work done and it would vary from person to person, in terms of the time taken, working hours, the ambiances they need and so on. Respect their need to work in the way they feel productive. Be open to conversations to give them constructive feedback. Corporate Etiquette - Open Offices Be hygienic. Be aware of the spaces that you share in the office, including the meeting rooms, washrooms, kitchen. Make sure you are helping in maintaining the hygiene and cleanliness of all the spaces in the office by helping clear stuff regularly or not get it into the office in the first place. Be productive. Utilize your office spaces with a purpose which could be to hold a meeting, meet a client and so on. Don’t come to the office to make use of the resources for personal usage and to relax because it may end up distracting/demotivating those who come to work. Help with the upkeep. The local office belongs to all of you and is your space to create magic. Help in contributing to the office supplies whenever you notice anything depleted. Contribute in your capacity to ensure your office space boosts productivity and belonging. Be flexible and open-minded. Goes without saying that while an open office gives you a chance to work closely with people, it might feel to some as an intrusion into their privacy. Sometimes, you won’t get the space you want to work, you will be distracted by some activities, how can you still be productive and flexible with what is happening around you is the challenge Meeting Etiquette Be on time. Needless to say, make sure you start early and arrive a few minutes prior to start the meeting on time. That is the first sign of a good meeting Make introductions. Introduce yourself to everyone on the table starting with the person who is the highest ranked on the table, in case you don’t know, start with the person you are supposed to meet Initiate the handshake if you are the host or the higher-ranking person If you are hosting the meeting, welcome the person with a handshake or if you are meeting someone who is ranked below you. However, be ready to extend a confident handshake with firm eye contact and a gentle smile when the other person extends their hand. Hand your business card over with both your hands. Have a strong agenda and come prepared Always do your research about the person/client you are meeting and go with an agenda in hand so that the meeting can take a flow with a proper call to action by the end of it. Follow up by mailing the meeting output and setting deadlines. Always stand up when you are being introduced This is a sign of respect, follow it up with a nod towards the person and take your seat along with everyone else. Meeting Etiquette Speak up and speak early Speak loudly so that everyone on the table can hear you, ensure that you are looking at everyone from time to time. Start speaking as and when it is relevant. Sit appropriately Sit upright, adjust your chair, don’t cross your legs or lean on the table, don’t absent-mindedly start fiddling with things around you. Be aware of what is happening. Understand the unwritten speaking rules. You would know when would the opposite person expect you to speak based on their speech patterns and pauses. Notice this carefully and speak up when you have to, don’t interrupt or be anxious to answer, note down things so that you are paying attention and it will help you answer once you know what you have to say. Do not have your phone out. Major distraction. This should be kept on silent and in your business bag so that your meeting does not get interrupted and the client does not feel unimportant. If you are expecting an important call, make sure you inform and seek permission before you take it, everything else can wait. Never pull out anyone’s chair for them There are no gender rules in a business meeting, never pull out anyone’s chair for them irrespective of who they are. Meeting Etiquette You can drink coffee, but you need permission for anything else. You can sip coffee from time to time but do not consume food unless it is a meeting over breakfast/lunch/dinner. Seek permission if you need to have anything Clean up after yourself. Once you are done having your coffee/food, make sure to clean the immediate space and yourself. Don't save all your questions for the end. Engage the other person in a constant conversation by building it with questions and don’t save everything for the end because of the chance that the meeting might have taken a different direction if you asked prior. Body Language Body – Straight but not rigid posture, relaxed shoulders Align your body to the person who is talking Keep your legs apart than crossed and don’t move them constantly Lean in a bit while listening to show that you are interested Mirror the body language of the other person – A sign of agreement Arms & Hands – Keep your arms by your side and uncrossed to show that you are open to what is being said Use hand gestures to communicate whenever you are speaking – improves credibility A handshake should always be firm but not too firm or too loose – communicates confidence Be aware of cultural greetings if the meeting is with an international Head – Use timely nods, genuine smiles to agree and move the meeting forward Laughter should be occasional and used in appropriate situations Make eye contact but don’t do it continually or it can get creepy, feel like staring Don’t blink too much Mirror the facial expressions of the other person to show acceptance Keep your voice consistent, vary it to emphasize on certain points Telephone Etiquette Greeting Begin with a greeting which genuinely conveys the tone of the conversation you want to set Take permission and be polite If you have already reached the person you want to speak, request them for a short period of time to have this conversation or ask to be connected to the person you want to speak to Identify self and the organization Introduce yourself with a designation which would be understood by an external and use appropriate lingo to introduce your organization in a short note Clarity Be clear in your tone, language and explain the need of the call, this has to set the context of the entire conversation. Purpose of the call This is for yourself before you call the person, know why do you want to do this and what should be the output of the call/call to action Telephone Etiquette Know your timeline and keep it short Maintain a flow once you know what you want to get out of the call and keep it short. Maintain a notepad to keep jotting down inferences Avoid fillers and keep it interesting Don’t stammer and mutter in the middle of the call but be adaptable. Practice the multiple possibilities where a conversation might lead to. Smile through the phone Be enthusiastic and upbeat about the chance to talk to this person Find some quiet place Let nothing interfere with this call and choose smartly before you go ahead with the call. Summarize, paraphrase and close Summarize the call to ensure there is no confusion and also to show that you have not missed out on anything and have been listening attentively. Close the call with a greeting and a looking forward to. RESOURCES https://www.entrepreneur.com/article/276238 - Office Corporate Etiquette http://www.businessinsider.in/15-meeting-etiquette-rules-every-professional-needs-toknow/articleshow/48427042.cms - Meeting etiquette http://www.inc.com/minda-zetlin/ss/body-language-mistakeseven-smart-people-make.html - Body Language http://www.rediff.com/getahead/report/career-10-telephone-etiquette-tips-you-shouldkeep-in-mind/20160114.htm - Telephone etiquette