Business etiquette refers to the set of professional behaviours and manners that are expected in a business or professional setting. It varies greatly from one culture to another and from one industry to another. We had a chat with Hana M. Hannifa, Psychologist and Director, Izy Education, on business etiquette.

Q DEFINE BUSINESS ETIQUETTE AND WHY IS IT IMPORTANT.
Business etiquette refers to a set of commonly accepted behaviours, norms, and guidelines that govern interactions in a professional environment. It covers everything from communication to dress codes. Business etiquette is important because it fosters effective and respectful interactions while maintaining professionalism in the workplace. First impressions are crucial in business, and demonstrating proper etiquette ensures smooth collaborations and transactions.

WHAT ARE THE MOST IMPORTANT THINGS TO CONSIDER IN BUSINESS ETIQUETTE?

1. Timeliness: Respect for your own and others, time is a key sign of professionalism. Whether attending meetings, responding to emails, or messages, punctuality is essential.
2. Respect: Treating colleagues and clients with respect, regardless of rank or position, is vital to maintaining healthy working relationships.
3. Communication: Clear, respectful communication is essential. Whether in person, over the phone, or through email, the way you convey a message affects your professional image.
4. Respecting Shared Spaces: Whether it’s a shared physical space like a lunchroom or an online space like Google Drive, treating shared areas with care reflects your professionalism. Keep things organised, clean up after yourself, and be mindful of others.
5. Emotional Intelligence: Being able to recognise, regulate, and understand emotions in yourself and others can help you empathise with team members and resolve challenges. While not a direct rule of business etiquette, emotional intelligence will aid in overcoming workplace conflicts.
6. Dress Code: Appropriate attire depends on the industry and company culture. Pay attention to the dress norms in your workplace or ask if unsure.

Q WHAT IS THE APPROPRIATE DRESS FOR A BUSINESS MEETING? Attire can vary by industry, but generally, in formal fields like finance or law, a business suit is standard. Men typically wear dark suits, light-coloured shirts, and ties, while women wear tailored dresses, skirts, or pantsuits. In creative or tech industries, business casual may be acceptable, including khakis, button-down shirts, or blouses. Regardless of industry, maintaining a neat appearance is important, avoiding attire that is overly flashy, casual, or revealing.

WHAT ABOUT CORRESPONDENCE AND WHAT IS THE APPROPRIATE WAY OF ENDING A BUSINESS EMAIL? In written communication, professionalism is key. Emails should be clear, concise, and free from spelling and grammatical errors. When closing a business email, appropriate phrases include: - “Best regards” - “Sincerely” - “Kind regards” These closings reflect a respectful tone and leave a positive impression. More informal closings like “Cheers” or “Take care” can be too casual in formal settings, especially in initial exchanges.

Q WHAT IS THE APPROPRIATE WAY TO ADDRESS A NEW CLIENT? When addressing a new client, it’s important to be polite and formal. Use their title (Mr., Ms., Dr., etc.) and last name unless they specifically request to be addressed by their first name. As the relationship develops, clients may invite a more informal tone, but let the client lead the way in this.

Q HOW DO YOU HANDLE A PHONE CALL WHILST YOU ARE AT A BUSINESS MEETING? Answering phone calls during a business meeting is generally considered unprofessional unless the call is urgent. If you expect a call, inform participants in advance. If a call comes unexpectedly, excuse yourself politely, step out of the room, and keep the conversation brief. In virtual meetings, silence your phone to avoid disruptions.

Q WHAT ABOUT VIDEO ETIQUETTE? With the rise of video conferencing, specific etiquette applies:

• Punctuality: Join the meeting on time to avoid disruptions.
• Background and Lighting: Ensure your background is tidy, and lighting is adequate for clear visibility.
• Appropriate Dress: Dress professionally even if working from home, as it shows respect for your colleagues and clients.
• Mute When Not Speaking: This avoids distracting background noise.
• Eye Contact: Look at the camera when speaking to simulate eye contact.
• Avoid Multitasking: Stay focused on the meeting, avoiding distractions like responding to emails or engaging with people in the background.
• Check Devices: Ensure your devices work properly and that you’re familiar with the platform’s functions.

Q HOW DO YOU MAINTAIN PROFESSIONALISM? Maintaining professionalism is about consistency in your behaviour, dress code, communication, and work ethic. Stay organised, set routines, and manage your time effectively. Communicate clearly to avoid ambiguity, and address conflicts with discretion and maturity.

Q HOW IMPORTANT IS IT TO PAY ATTENTION TO NAMES? Remembering names shows respect and attentiveness. Addressing colleagues and clients by name fosters rapport and signals that you value the relationship.

Q WHAT ABOUT PROFESSIONAL BODY LANGUAGE? Body language is an important aspect of professionalism. It communicates confidence and attentiveness. Key elements include:

• Posture: Maintain good posture to project confidence.
• Gestures: Use gestures to emphasise points, but avoid excessive movements.
• Personal Space: Respect boundaries, especially in cultures where distance is valued in professional settings.

Q HOW IMPORTANT IS IT TO MAINTAIN EYE CONTACT? Eye contact is crucial for effective communication. It conveys interest, confidence, and sincerity. In business interactions, maintaining appropriate eye contact shows engagement and focus. However, balance is key—too much eye contact can feel intense, while too little may seem like disinterest.

Q FINALLY, ANYTHING ELSE THAT IS IMPORTANT IN BUSINESS ETIQUETTE? Active listening is as important as speaking. Valuing others’ opinions builds trust and fosters positive relationships. Additionally, in today’s global business environment, understanding and respecting cultural differences is essential. Politeness in one culture may be viewed differently in another. Therefore, learning about different customs can enhance professionalism in international interactions. Lastly, expressing gratitude, such as through a follow-up email or verbal acknowledgement, helps maintain positive relationships and demonstrates appreciation.

By Kshalini Nonis