MODULE 2

TELEPHONE COMMUNICATION
TECHNIQUES
 Proper telephone etiquette is an important facet of
communication, since you represent not only yourself,
but often your organisation.
 Remembering to use proper telephone etiquette,
whether answering or making calls, leaves your
respondents with a favorable impression of you and
your organisation.
 The following suggestions are helpful for making your
phone conversations more effective.
 Using phrases such as "thank you" and "please" are
essential in displaying a professional atmosphere.
 Listen actively and listen to others without
interrupting.
 Don't make people dread having to answer their
phone or call your department.
 PLACING TELEPHONE CALLS

 When you call someone and they answer the phone,

do not say "Who am I speaking with?" without first
identifying yourself: (Example - "This is Varun from
XYZ Co. To whom am I speaking?")
 Always know and state the purpose of the
communication.
 When you reach a wrong number, don't argue with the
person who answered the call or keep them on the
line. Say: "I'm sorry, I must have the wrong number.
Please excuse the interruption." And then hang up.
 If you told a person you would call at a certain time,
call them as you promised. If you need to delay the
conversation, call to postpone it, but do not make the
other person wait around for your call.
 If you don't leave a number/message for someone to
call you back, don't become angry if they are not
available when you call again.
 ANSWERING CALLS
 Try to answer the phone within three rings. Answering
a phone too fast can catch the caller off guard and
waiting too long can make the caller angry.
 Answer with a friendly greeting. (Example - "Good
Afternoon, Suzanne speaking from XYZ Co., how
may I help you?").
 Smile - it shows, even through the phone lines; speak
in a pleasant tone of voice - the caller will appreciate
it.
 Ask the caller for their name, even if their name is not
necessary for the call. This shows you have taken an
interest in them.
 If the caller has reached a wrong number, be
courteous. Sometimes a caller is transferred all over
the organization with a simple question and the caller
gets frustrated. If possible, take the time to find out
where they should be calling/to whom they should be
speaking.
 Use the hold button when leaving a line so that the
caller does not accidentally overhear conversations
being held nearby.
 When you are out of the office or away from your
desk for more than a few minutes, forward your phone
to voicemail.
 TRANSFERRING CALLS
 If the caller needs to speak to another person or department,
transfer the caller directly to the desired person's extension.
 This will save the caller having to explain his/her requests
another time, and it will cut the number of times the caller
needs to be transferred.
 When transferring a caller, tell them who you are transferring
them to, and announce the caller to the person you are
transferring them to.
 If the called party does not wish to take the call, return to the
caller (Example – “He/she is out of the office, may I take a
message or would you like his/her voicemail?")
 TAKING MESSAGES
 Be prepared with pen and message slip when you answer the
phone.
 When taking messages be sure to ask for:
 Caller's name (asking the caller for correct spelling.)
 Caller's phone number and/or extension (including area
code)
 Also ask about the subject of the call.
 Repeat the message to the caller.

 Be sure to fill in the date, time, and other details.

 Don't forget that you can transfer them to voicemail instead

of taking a paper message, but don't forget to ask, "Would
you like me to transfer you to his/her voicemail?" Do not
assume that the caller would rather go to voicemail. Always
ask first.
 PUTTING CALLS ON HOLD
 When putting a caller on hold, always ask permission.
 Examples: "Would you mind holding while I check?"
or "Can you hold briefly while I see if Mr. Jones is
available?" When taking a caller off of hold, always
thank them for holding.
 Sometimes you may have other lines ringing too.

 Remember to write down the names of callers holding

so you avoid asking who the caller is holding for more
than once.
 HANDLING RUDE OR IMPATIENT
CALLERS
 Stay calm. Try to remain diplomatic and polite. Getting angry
will only make them angrier.
 Always show willingness to resolve the problem or conflict.

 Try to think like the caller. Remember, their problems and

concerns are important.
 If you are in a non-supervisory position: Offer to have your
supervisor talk to the caller or call him/her back if the caller
persists.
 If you are supervisor: Be willing to handle irritated callers.
Speak slowly and calmly. Be firm with your answers, but
understanding. Sometimes the rude caller just wants someone
in a supervisory capacity to listen to their story even if you are
unable to help them.
 TACTFUL RESPONSES
 Giving tactful responses is the ability to tell the truth
in a way that considers other people's feelings and
reactions.
 It allows you to give difficult feedback, communicate
sensitive information, and say the right thing to
preserve a relationship.
 The ability to communicate with sensitivity offers
many benefits.
 Tact is important when you have to deliver bad
news  or provide critical feedback, whether in a
personal or professional situation.
 Communicating tactfully strengthens your reputation
and builds your credibility. It allows you to preserve
existing relationships and build new ones.
 Tact also demonstrates good manners . If you can
communicate with grace and consideration, you'll
stand out from the crowd and you'll get noticed  for
the right reasons.
 Finally, tact can help you to avoid conflict, find
common ground, and allow others to save face. It can
therefore be an important asset in negotiations and in
conflict resolution.
 LEAVING PROFESSIONAL MESSAGES
 Sometimes, there may not be anyone to answer the telephone
and you will need to leave a message.
 Follow this outline to make sure that the person who should
receive your message has all the information he/she needs.
 Introduction: Hello, this is Ken. OR Hello, My name is Ken
Beare.
 State the time of day and your reason for calling: It's ten in
the morning. I called to find out if ... / to see if ... / to let you
know that ... / to tell you that ...
 Make a request: Could you call (ring, telephone) me back? /
Would you mind ... ?
 Leave your telephone number: My number is... / You can
reach me at .... / Call me at ...
 Finish: Thanks a lot, bye. / I'll talk to you later, bye.
 DEVELOPING CELL PHONE
ETIQUETTES
1. Greet everyone with a calm tone - No matter how
busy you may be at that moment. Likewise, notice
their tone and the speed in which they are speaking.
This will alert you to how urgent the call is.

2. Be positive and upbeat - So the caller knows you’re

happy to hear from them. That goes along with
smiling, even though they can’t see you - they will
pick up on it at the other end of the line.
3. Take the time to say “Good morning” or “Good
afternoon” - If you are unfamiliar with the name, it’s
preferable to ask, “Who’s calling, please?” or wait
until they introduce themselves, rather than making
assumptions. If you do know them well, you may
want to take a moment for personal chit-chat, like
“How is your day going?” But, then quickly get
down to business.
4. Be efficient - Realize other people are as busy as
you are, so keep business calls brief and remain
sensitive to their schedule. If a phone meeting is
supposed to last one hour, stay within that time
constraint. End the call on time or sooner.

5. Always be respectful - As you may not realize to

whom you’re speaking. If it is a prospective client or
new hire, a phone call may very well be the “first
and lasting” impression they form of the company. A
simple phone conversation can make them feel
welcome (or not).
6. Express your willingness to help - Assist in any
way, providing the needed information or referring
the caller to someone else who knows the answer to
their questions.

7. Be a good listener - That means practicing “active”

listening, without interrupting and focusing on the
caller’s need.
8. Let them know you liked talking to them - Saying
something as simple as, “It was a pleasure talking to you
today,” can go a long way. Even the trite, “Have a nice day,”
still works as a polite, thoughtful closure to a call.
9. Get to know your frequent callers. Remembering their
names and what they might be calling about is flattering and
communicates that you value their business.

 Finally, on business calls, it’s important to always have a

professional demeanor and speak in more formal language.
Slang or casual verbiage has no place in work-related
communications.
 VOICEMAIL ETIQUETTE
When to leave a voicemail
 Use voicemails…
 for briefing someone for an upcoming, more complex
conversation with information that doesn’t fit a text message.
 for dropping an introductory note for someone who doesn’t
know your number.
 for getting back to someone who explicitly asked for a call
but is unavailable at the time.
 as an introduction to a more personal or confidential talk that
will be conducted in person
Identifying yourself
 Both in private as in professional setting, most people don’t
answer the phone unless they know who’s calling. They’ll
surely not call you back if they don’t learn that from the
message you left. That’s why clearly identifying yourself is
anyone’s first obligation.
 Salute, conversational but with some formality. “Dear
Sir/Madam”, for instance, isn’t conversational. A simple
“hello” does it whenever you continue with “Mrs.”/”Mr.”.
 State own full name, company name and job title.

 If you’re calling (from) landline phone, spell out your own

number.
Delivering a concise message
 Consider brevity a necessity and also as a chance to display
professionalism and respect for your counterpart’s time.
 Start by naming the broad topic, the subject line of your
voicemail. If there were previous interactions, take up on it:
“Regarding last week’s meeting about marketing your new
product, I came up with some new ideas, as you requested.”
 Implement a call to action. Say what you’d like the recipient to
do next. If you ask for a callback, state what your intention is
for that call like “Please call me back, so we can find a date to
discuss my suggestions and settle on a strategy.”
 Give the recipient a timeframe for the next step. This enables
him/her to assess the urgency and virtually open her calendar to
schedule a follow up time.
Ending with alternative channel offer
 When you conclude your message, it’s your goal to make
following up effortless for the recipient.
 If possible, provide a time of definite availability. ‘Definite’
because saying you’re available when you’re eventually not is
worse than not offering any date: “You can reach me on
weekdays during 9 and 11 am.”
 Offer an alternative channel: “You can also send me an email to
[email protected].” This allows your counterpart to switch to a
different channel if he/she generally favors one or deems it
more suitable for his/her follow up.
Setting up professional voicemail greetings
 When receiving calls, view your voicemail greeting as a tool to
guide your caller to leaving a concise message.
 State your full name and clearly indicate that this is your
voicemail greeting. Your caller shouldn’t think it’s actually
you, live. So refrain from intentionally casual greeting like “Hi,
this is Sven Riehle, what’s up?”. Better: “Hello, this is the
voicemail of Sven Riehle.”
 Then, thank the caller for reaching out and kindly invite them
to drop you a message.
 If possible, inform callers when they can reach you or expect
your callback, and how frequently you check your voicemail.
 Offer an alternative channel: “Feel free to send me an email or
drop me a message.”
 In case there’s someone besides you eligible to answer certain
common questions, offer that colleague’s number: “If you
experience technical issues with our product, you may also call
my colleague…”
 TELEPHONIC COURTESIES

1. Greeting
 Just like a face to face conversation, the other party in the
telephonic conversation expects you to open the conversation
with a nice greeting.
 It is suggested that you begin the phone call with an appropriate
greeting like Good morning/Afternoon depending on which time
of the day you are calling.
2. Take permission and be polite
 A polite word or two always helps in bringing warmth into
the conversation.
 While it is very important to take permission to speak to the
person you have intended to call, one should always
remember to use a polite tone.
 Use phrase like "May I please speak with___________".

 Remember to be sensitive to the tone of your voice.

 Do not sound overly aggressive.

 It is important your tone conveys authority and confidence.

3. Identify self and the organisation
 The most common mistake that people make during a phone is
call not identifying oneself.
 It is considered inappropriate and can also lead to
miscommunication, always introduce yourself before getting
into any conversation; telephonic or face to face - that's the
thumb rule!

4. Clarity
 The good old 7 Cs of communication will always have an
impact on how you converse with people, very important to
remember and include the first "C" i.e being clear.
 Do not use broken phrases.

 Always use a clear and simple language.

5. Purpose of the call
 Before making a phone call, be sure of the purpose of the call.
 Think through exactly what you plan to say and practice before
you place the call.
 Jotting down the items you want to discuss and questions you
want answered can help in making a smooth conversation.

6. Know your timeline and keep it short

 While speaking on phone, you are not in front of the other
party; hence it is very important to ask if the receiver has
enough time to speak to you.
 Respect the person's time and ensure that the conversation gets
completed within the given timeline.
7. Avoid fillers and keep it interesting
 Filler words - like um and uh - are never written into a speech,
and add nothing when a speaker utters them.
 During a telephonic conversation, a filler word sends a signal
to the other person which says "I'm still thinking, and I'm not
willing to pass the conversation back to you just yet."
 This only conveys that you are confused and still thinking of
what to say next.
8. Find some quiet place
 Communicating over the telephone is much more effective
when both parties can hear each other clearly without
background noise.
 Plan to make your call, whether it's for work or just to catch up
with an old friend, at a time in which you are not required to
attend to any other business and ensure that there is no
disturbance around.
 Blaring noises, such as the television or road traffic can
interfere with both your listening and communication skills,
making it difficult for a conversation.
9. Summarise, paraphrase and close
 There are various benefits of summarising and paraphrasing, it
helps you to reaffirm what was discussed during the phone call.
 So if there is any information which needs to be changed or
altered, the other party has an opportunity to add on.
 Always end the call with a pleasantry like - "It was pleasure
speaking with you" or “Have a nice day."
 MEETING ETIQUETTES
MEETING AGENDA
A meeting agenda is a list of items that participants
hope to accomplish at a meeting.
 The agenda should be distributed in advance of a
meeting, minimally 24 hours in advance so that
participants have the opportunity to prepare for the
meeting.
 Preferably, if possible, the agenda should be available
several days before the meeting.
Developing a Meeting Agenda
 Decide what you hope to accomplish by holding the meeting,
and establish goals for your meeting.
 The goals you set will establish the framework for an effective
meeting plan.
 Then, consider how much time you expect to need for each
agenda item.
 If the meeting is to last one hour and you have five agenda
items, that gives you a general idea of the timeframe you're
working with.
Decisions to Make
 After determining your overall goal, you or your team need to
make certain decisions. In addition to the purpose or goal of
the meeting, also include with your agenda:
 A date, time, and location for the meeting

 Participants needed in the meeting

 Items for discussion

 The amount of time that you anticipate the group will need to
discuss each item
 Pre-work for the meeting. This will include any
reading, documentation, data, meeting minutes from a prior
meeting, or any other preparation that will make your actual
meeting successful. Relevant documents should be attached to
the meeting notice and agenda when you distribute them to
invited participants.
Identifying Participants
 Once you have decided that a meeting is necessary to accomplish
your goal, you need to develop a list of participants. Not every
employee can or should participate in every meeting, but inviting
the right participants will enhance your likelihood of success.
Determine your participants by asking yourself some questions:
 Who needs to know the information you are distributing?

 Who can provide data and facts to guide decision making?

 Who has experience or expertise to share with the group?

 Who must support the implementation of any solutions or tasks?

 Who must provide permission or resources to accomplish the

meeting outcome?
 Who might oppose the implementation of any solutions or
direction?
 MEETING LOGISTICS

Location:
 Central/Easy access

 Affordable

 Comfortable

Meeting Facility Requirements:

 Be sure there is enough space to accommodate your session.

 Be sure there is adequate seating for the room setup required

for your session.
Audio Visual & Technology Requirements:
 Microphone: Do you need a microphone for your speaker or
microphones for audience questions?
 Computer, data projector, screen: Will you need a computer and
data projector and screen for the presentation. Is the speaker
bringing that equipment, or are you responsible for providing that?
 Speakerphone: Is a speakerphone needed? Make sure there is a
phone line and phone in the room.
 Tech support: If you are using the hotel to provide your equipment,
do they have tech support on staff? If not who will supply that help
and for what cost. If you are using an outside vendor will tech
support be available to setup and handle any emergencies that come
up during the presentation? If you are using your own or borrowed
equipment, can you handle technology problems that might arise, or
have you made arrangements for a vendor to do that?
 Internet: Make sure you have the speed you need and your
computer has the appropriate hardware and software to connect.
Food & Beverage:
 If you are serving food and beverage, anything from coffee and
soda to full meals, consider the following:
 Generally hotels require that you use their food services. No
outside food can be brought in.
 Guarantees for food are generally confirmed 72 hours prior to
the event. Additional food charges will apply if more than the
number of people guaranteed are seated.
 Determine whether any of your participants require a special
diet and arrange to meet their needs.
Room Block:
 Will your meeting require some participants to stay overnight?
If so what are you expected to provide.
 Information about hotels in the area: locations/directions and
corporate room rates provided to participants ahead of time.
 Negotiating the rate with a hotel. This usually involves
establishing a room block for the total number of nights your
group will use.
 MINUTE TAKING
 Meeting minutes are the detailed notes that serve as an
official written record of a meeting or conference.
 The person in charge of the gathering usually asks one
of the participants to tend to this task. Since meeting
minutes are an official record of what transpired,
accuracy is crucial.
 You will have to take thorough meeting notes that
people must be able to refer to later if necessary.
Before the Meeting
 Choose your recording tool. Will you go old school and use a
pen and paper or will you go high-tech and use a laptop
computer, tablet, or smartphone?
 Make sure your tool of choice is in working order, and have a
backup just in case your original one fails. If you bring a laptop,
for instance, have a pen and paper handy as well. You don't
want to have to stop the meeting while you search for
something to write on if your computer crashes.
 Read the meeting agenda before the meeting starts. It will allow
you to formulate an outline for your minutes. Leave some space
below each item on it and write your notes there. Doing this
will make your job a little easier, as long as the person running
the meeting sticks to the agenda.
During the Meeting
 Pass around an attendance sheet and make sure everyone signs
in. You will need to include a list of all attendees in the official
meeting minutes.
 Make sure you know who everyone is. That way you will be
able to identify who is speaking and correctly record that
information.
 Note the time the meeting begins.

 Don't try to write down every single comment. It is okay to

include only the main ideas. Be very careful not to leave out
items with which you disagree. Your biases shouldn't influence
you. Remember this is an official account, not your opinion of
what happened.
 Write down all motions, who made them, and the results of
votes, if any.
 If votes on any motions or discussions are deferred until the
next meeting, make a note of that.
 Record the ending time of the meeting.

After the Meeting

 Type up the minutes as soon as possible after the meeting while
everything is still fresh in your mind. If you find an error in
your meeting notes or you have a question, you can clear it up
quickly by talking to other attendees.
 On the final copy of the minutes, Include the name of the
organization, title of the committee, type of meeting (daily,
weekly, monthly, annual, or special), and its purpose.
 Give the times it began and ended.
 Provide the list of attendees and a note about who ran the
meeting. Include your name on the list of participants.
Alternatively, at the end of the document, you can sign off by
writing "Respectively submitted by," followed by your name.
 Proofread the minutes before you submit them. Ask someone
else who attended to look them over as well. They will be able
to let you know if you accidentally left something out.
 PROTOCOLS DURING MEETING
 Observing the other members: In this stage, characteristics,
liking, disliking, attitude, feelings, the way of speaking and
reaction etc. of other participants should be observed keenly. An
understanding of strengths and weaknesses of other participants
of the meeting enables a person to device the most effective
way of dealing with them.
 Speaking at the most appropriate time: It is the norms of the
meeting to speak at the most appropriate time.
 Control of anger: In presenting the own speech and hearing
the speeches of others, the members should control their
tempers, annoyances, angers, emotions, excitements etc.
 Flexible and accommodating attitude: The members in the
meeting must have an attitude to honor the opinions and
outlooks of others.
 Not to show lecturing and condemning attitude: In
delivering the meeting none should show lecturing or advising
attitude in speech or deliver speech to pinch others or condemn
others. Such attitude creates bad impression about the speaker.
 Not to make lengthy speech: Everybody should take active
part in proceeding the meeting. But no member should make
his speech lengthy. Lengthy speech of one may deprive others
form delivering their speech.
 Abiding by the instructions of the chairperson: Every
meeting is presided over by a chairperson. The participants of
the meeting should abide by the instructions of the
chairperson. They should take their seats put their signatures
on the attendance sheet, cast votes and deliver speech as per
the instructions of the chairperson.
 DUTIES OF CHAIRPERSON
The Meeting is in Order:
 First of all, the chairperson shall see that the meeting itself is in
order and for that the following points have to be taken into
consideration:
(a) That a proper notice has been sent to all the persons entitled
to receive a notice.
(b) That only those persons who are entitled are present at the
meeting.
(c) That his own appointment is in order.
(d) That the quorum of members is present.
According to Rules:
 It is the duty of the chairperson to see that the proceedings are
carried on strictly according to the rules.

Agenda is Followed:
 The chairman shall see that the meeting is conducted in the
order as given in the agenda. He may vary the order with the
consent of concerned. When he finds that some important item
is placed at the bottom of the agenda which needs discussion
on the day and within the presence of the largest number of
participants, he changes the order.
Within the Scope of the Meeting:
 It is his duty to see that the participants do not raise discussions or
suggestion of amendments or otherwise on any matter which is not
within the scope of the meeting.
Discussion on Motions Only:
 Further, the chairperson shall also see that the participants do not
discuss anything for which specific motion is not before the meeting
house.
Maintenance of Order:
 A major duty of the chairperson is to see that perfect order prevail at
the meeting. Unless there is perfect order, the business of the
meeting cannot be conducted smoothly and timely. The participants
may cause disorder by making adverse remarks on one another, by
personal talks while discussion is going on, by disobeying the
orders or rulings of the chairperson, by violating the rules of the
meeting, etc. The chairperson has powers to take steps to maintain
order, discipline and decorum at the meeting.
Opportunity to Speak:
 The chairperson shall see that every participant gets reasonable
opportunity to speak. Generally, he does not allow one
individual to speak more than once on the same topic unless he
is compelled to explain something what he has already said.
Accurate Voting:
 Another major duty of the chairperson is to see that the sense
of the meeting is properly ascertained. It means that voting is
conducted perfectly and the results are declared accordingly.
He has to ask the secretary to arrange poll when it is
demanded.
Minutes are Kept:
 It is the duty of the chairperson to confirm the minutes, by
putting his signature, prepared by the secretary after the
meeting is over. Similarly, the chairperson shall see that the
secretary takes necessary notes at a meeting so that minutes
can be subsequently prepared.
GROUND RULES FOR CONDUCTING MEETING
 Never hold too many or unnecessary meetings
 Set a strict time frame

 Stick to an established, written agenda

 Create a clear goal

 Be prepared

 Appoint one individual to guide the flow of conversation and lead the
discussion
 Establish a list of attendees

 Utilize technology

 Listen to what is being said

 Give everyone the opportunity to participate

 Always stay on topic

 Take notes

 Identify what happens next

 Follow up with your team in person or via email

 EFFECTIVE MEETING STRATEGIES
 The effectiveness of an organization’s meetings can determine
how successful an organization will become.
 Effective meetings allow the officers and the members discuss
issues, take on responsibilities, and to report back on the
progress of projects.
 It is through meetings that everyone can stay informed of what
is happening.
 To have a successful meeting, there needs to be a basic
structure to it.
 A great meeting does not begin at the start time of the meeting
but rather it begins during the preparatory work done to
prepare for it.
 There are three essential stages to running a meeting listed
below.
 1. PREPARING FOR THE MEETING:
 First, your organization needs to decide who will be in charge
of the meetings.
 This should be outlined in your constitution and it is normally
the president.
 Sometimes, it is the responsibility of the secretary to create the
agenda but the president leads the meeting.
 Once your organization has a person designated as running the
meeting, this person must do all of the preparatory work to
ensure a successful meeting. The items to consider for
preparation are as follows:
 Agenda - Know what you want discussed at the meeting. This
will keep the meeting focused and will clearly tell everyone
when a topic will be discussed.
 Speakers - Determine if anyone needs to report on a project.
Contact anyone who you expect to speak and tell that
individual what is expected so he/she can come prepared.
 Space request - Check to see that you have a room reserved for
the meeting.
 Meeting set-up - Be sure that the room is conducive to the type
of set up needed for the meeting. Do you want a lecture style,
with one person up front, or do you want the participants
arranged in a circle to facilitate discussion. Get to the meeting
room early so you can set it up in the appropriate manner.
 Materials - Have handouts, paper, pencils, pens or any other
materials you may need prepared and ready beforehand.
 Creating an Agenda: Meetings do not have to be long, difficult,
or a waste of time.
 A properly thought-out agenda shared in advance, makes all the
difference.
 The agenda can determine whether a meeting will be focused
and meaningful or whether it will be inefficient with people
feeling it was not useful.
 The agenda is the guide for the meeting. It lays out all of the
information so participants in the meeting will know what their
role is.
 To create an agenda, identify a list of items that will be
necessary to achieve the goals for the meeting. You may want to
seek out suggestions and input from other people, especially the
officers. Look at the minutes from a previous meeting and see if
there is any unfinished business that needs to be resolved.
 Once you have identified what needs to be discussed at the
meeting, you will need to organize all the items.
 Here are four tips for sequencing items effectively:

• Start with the most important items, allowing the participants

to make critical decisions when their interest and energy are at
their highest level.
• Handle short, urgent items first so they aren’t crowded out and
become continuous “unfinished business” items.
• Concentrate on fewer more important items.
• Keep items in a logical order.
 Next to each item on the agenda, you will write down the person
responsible for leading on that item. You may also want to put
an estimated time length like ten minutes so people know there
is a limit.
 2. CONDUCTING THE MEETING
A. Start the meetings on time: Do not wait for stragglers. Begin
with the people who are there. If you wait for stragglers, the
people who come on time will start coming late because they
know the meeting will start late. Do not make people feel as if
they are wasting their time.
B. Establish ground rules and guidelines: Take a moment to
explain how the meeting will run, especially if a lot of new
people are present. Make sure everyone knows that they can
express their opinion when it is appropriate to do so.
C. Follow the agenda: Keep everyone focused on the agenda. If
someone brings up an unrelated issue while discussing an
item, refer that issue to the appropriate time on the agenda
and continue the discussion on the current topic.
D. Monitor time: Keep track of the time spent on an item.
Depending on what is being discussed and if it is taking a lot
of time to work through, it can either be moved to a vote at
the meeting so a decision is reached immediately, or you
might want to empower someone or a few people to discuss
the issue in more detail and come back with a report that will
be reviewed at the next meeting. Do not let discussion drag on
endlessly.
E. Ensure participation: Try to hear everyone’s input.
Encourage people who are quiet to give their opinions and
ideas. Do not let the meeting be dominated by one or two
people.
F. Secretary’s role: Your secretary should be taking minutes. If
there is a question about what has transpired at the meeting,
the secretary can look back and respond to any questions. The
secretary will also help the president keep track of all the
information produced at the meeting.
G. Assign task when needed: When people take on a
responsibility check to see that they understand what they are
supposed to do. The secretary should write down who took on
what projects. After the meeting, you will want to follow up
with those individuals to ensure that they are moving forward
on their commitments.
H. Summarize key decisions and actions: At the end of the
meeting, you should review what has transpired. You will
review who has taken on new tasks and what decisions have
been made. This helps to make sure that everyone
understands what happened at the meeting
 3. EVALUATING THE MEETING
 After you have completed the meeting, it is a good idea to
evaluate its effectiveness.
 You want to get the input of your fellow officers, and if possible
talk to some of the participants to get their opinions.
 To improve the meetings, it is necessary for you to be open to
compliments and criticisms.
 Do not feel that you need to defend how you conducted the
meeting; just allow people the time to express their view.
 After hearing different opinions, you want to consider those
views as compared to how you felt the meeting went. Is there
room for improvement? What could have made the meeting run
more smoothly? Did the group stay focused and on task.
 BUSINESS CARD ETIQUETTES
 As business cards are part of an introduction, they
are important for making a favorable first impression.
 An attractive, eye-catching business card with all the relevant
contact information can capture the attention of your prospect
and help you remain in her memory well after your initial
meeting.
 Business cards can go wherever you go, making them an
essential mobile marketing tool.
 If you often attend industry trade shows or business conventions,
for instance, business cards can facilitate the process of
establishing and maintaining contacts that can lead to future
business opportunities.
 By keeping a stack of business cards with you at all times, you
have the opportunity to continuously market your business to
everyone you meet.
Always Keep Business Cards On Hand
 Networking Opportunities can arise at any moment, but you
could lose out on them if you don’t have a business card on
hand for a new connection.
 Always leave home with a few business cards for chance
encounters.
 You will instantly appear to be more professional and be
more memorable when you have contact information ready
and don’t have to write it on a piece of paper or simply
exchange phone numbers.
Do Not Offer Your Business Card Randomly
 For starters, keep in mind that you should never try to hand out
cards to all attendees as if you are offering candy.
 Slipping a business card in the hand of someone who is having
a conversation with another person is a very rude gesture that
you should never resort to. Basically, it’s annoying and
distracting.
Only Hand Out Cards When Appropriate
 While constant networking is key to success, there are a few
occasions where it is inappropriate to hand out your business
card.
 Generally speaking, events celebrating life or mourning death
are inappropriate place to introduce your business concerns.
 Instead of appearing ambitious, you may come off as oblivious
or even worse, heartless.
 First impressions are crucial for networking, and you can
instantly ruin yours by handing out business cards at the wrong
event.
Give Your Card to Those Who Ask for It. Ask for
Their Card in Return
 By exchanging cards with someone, you gain access to his or
her contact information. This means that you have the chance to
follow up with an email or a phone call. You could also follow
them on social media or land on their website.
Show Appreciation
 Be sure to read the card when your contact gives it to you, and
take care when storing it. Show that it is valuable to you and
appreciate the time and effort your contact took to make it.
Don't Be Afraid to Ask for More
 After handing out your business card to those who specifically
ask for it, you could also ask them for a way to reach them as
long as you are truly interested in what they have to say or
offer.
 Otherwise, don’t just go around collecting hundreds of cards
from random people, thinking that you may need them at some
point.
 The more interest you show in a potential contact, the more
likely they will be to remember you and work with you in the
future.
Protect and Add Value to Your Business Card
Collection
 Don’t keep cards in your pocket or purse. By doing so, you
could misplace or damage one of your most valuable
advertising tools. 
 Instead, try to keep your business card collection organized by
buying and using a nice business card holder. 
 Don’t doodle on your cards, either. Unless you need to add key
information to help the recipient remember you and your chat,
refrain from writing on the cards that you hand out. 
 Also, every once in a while, you should consider updating your
business card, especially if you have to modify your contact
information, change your tagline or explore new methods to
create a positive impression via well-chosen graphical
elements that could add visual appeal to your print materials.
Present It With Two Hands
 Hold each side with your thumbs and index finger so that the
writing is face-up and right-side up to the recipient. This makes
it easy for them to read.
 If you cannot use two hands then just make sure you hand it
over so that it is face-up and right-side up to the recipient.
Exchange Cards at The End of a Conversation
 Exchange cards at the end of a conversation – not at the
beginning.
 Wait until the end of the conversation or end of the meal before
exchanging cards for follow-up. This gives you time to have a
few moments of conversation and develop rapport before the
exchange of cards.
 BASIC DINING ETIQUETTES
 Be on time
 Wait to sit until host/hostess indicated the seating
arrangement
 Stand on the right side of your chair and enter from
your left
 Put your napkin in your lap

 Decide on your menu selections quickly (Never order

the most expensive item)
 Wait for all people to be served before beginning
 Know which silverware to use with which food
 Don’t eat with your mouth full

 Eat at a moderate speed

 Try to maintain some polite dinner conversation

 If you must leave the table, place your napkin in your

chair 
 NAPKIN ETIQUETTES
Placing the Napkin in Your Lap
 Place the napkin in your lap immediately upon seating.

 If there is a host or hostess, wait for him or her to take their

napkin off the table and place it in his or her lap.

Unfolding the Napkin

 Unfold your napkin in one smooth motion without "snapping"
or "shaking" it open.
 The size determines how you unfold a napkin in your lap.

 Large napkins are unfolded halfway.

 Smaller napkins are unfolded completely and cover the lap

fully.
Don't Tuck the Napkin
 Don't tuck a napkin into your collar, between the buttons of
your shirt, or in your belt.
Using the Napkin
 Use your napkin frequently during the meal to blot or pat, not
wipe, your lips. Blot your lips before taking a drink of your
beverage.
Napkin Rings
 If a napkin ring is present, after removing your napkin, place
the ring to the top-left of the setting. At the end of the meal,
grasp the napkin in the center, pull it through the ring, and lay
it on the table with the point facing the center of the table.
Temporarily Leaving the Table
 When leaving the table temporarily, put your napkin on your
chair. If the chair is upholstered, place the napkin soiled side
up.

Placing the Napkin at the End of the Meal

 At the meal's end: The napkin is loosely folded at the end of the
meal.
 If a plate is in the center of your place setting, when leaving the
table lay the napkin to the left of the plate.
 If the center of your place setting is empty, the napkin is laid in
the middle of the place setting.
 Leave your napkin in loose folds that keep soiled parts hidden.
 DRINKING SOUP
Eat Soup With Proper Etiquette
 Before you ever dip your spoon in your soup, it’s important to
know how to eat soup properly. This starts with the bowl or
cup your soup is served in.
 If you’re having a casual lunch, you can serve your soup in a
soup cup or deep bowl on top of an underplate.
 For more formal events or dinners, soup protocol dictates that
you serve soup in a shallow soup bowl with an underplate.
Eat Soup Without Slurping
 While you might slurp your soup in the comfort of your own
home, when you eat soup with others slurping is often
considered to be annoying or distracting to those around you.
 Instead of slurping, the correct way to eat soup is to sip it from
the side of your spoon like a drink.
 If you’re worried it’s too hot, a small sip should let you know
if you need to wait for it to cool down before enjoying your
dish.
 If you’re in a formal setting you should never blow on your
soup or stir it to cool it.
Spoon Soup Away from You
 Most people learn how to eat soup by scooping it towards their
body.
 However, when you spoon it up in the opposite direction, any
soup that falls off of the spoon will make its way back to the
bowl instead of elsewhere.
 As you spoon your soup away from your body, you should also
gently wipe the bottom of your spoon on the top edge of your
bowl.
 This will take any extra soup off the bottom of your spoon so
the drips don’t end up in your lap.
Eat from the Side of the Spoon
 Inserting the pointed part of the spoon directly into your mouth
will cause more spills.
 Try eating from the side of the spoon. It’s cleaner and also less
awkward looking.
 The correct way to eat soup when using the side of the spoon is
to gently (and quietly) sip your soup.
 Don’t place the entire spoon in your mouth. Also, only fill your
spoon ¾ of the way to avoids spilling as you bring your soup to
your mouth.  
Add Crackers Sparingly
 Learning how to eat soup properly also includes how to add
crackers or croutons to your dish.
 Piling your soup high with soup crackers is a bit awkward and
even though we all like crackers, piling them high leads to a
soggy mess no one wants to eat.

Tip the Soup for the Last Few Drops

 First, tip the bowl away from you. Then scoop up the
remaining soup with your spoon, making sure not to clang your
spoon against the bowl as you get those last delicious drops.
 Then put the bowl down and hold the spoon over it so any
drips will fall back into the bowl.
Use the Plate
 Your soup bowl will likely come resting on a plate.
 Between bites and after you are finished with your soup, rest
your spoon on the plate.
 If you rest it in your bowl, you could accidentally flip it,
sending soup flying across the table, especially if it’s a small
bowl.
 Proper soup protocol prescribes that when you’re finished with
your soup, place your spoon on the right-hand side of your
plate.
 SEATING ARRANGEMENTS
 Seating arrangements are made by the host.
 It is never correct for guests to shift name cards or take a seat at
a table other than one to which they have been assigned.
 It is a company's prerogative to decide how to seat its guests.

 When entertaining business associates at home, the head seats,

at either end of the table, are taken by the host or hostess.
 At a round or square table, the head seat is wherever the host
wants to sit.
 At a rectangular table, the head seats are at the ends of the table.
 The most important guests occupy the right-hand seats, with
the second most important guests, if any, occupying the left-
hand seats.
 Unless protocol is being observed, other guests should not be
seated according to their importance.
 At a business lunch or dinner where spouses are not present,
guests are more likely to be seated in accordance with their
importance.
 The guest of honor is seated to the right of the host, with a
second guest of honor seated to the left.
 Less important guests are arranged, often according to rank,
around the table.
 LAYING THE TABLE
 Whether it is a formal dinner or a much more casual
occasion, the basic rules of dining etiquette do not
vary when laying the table.
 Give each person as much elbow room as the table
permits.
 Leave an even amount of space between places.

 Knives and spoons go on the right, forks on the left.

 Formally, it is correct always to lay side plates – even

if they are not going to be used – with the napkins
simply folded on them.
 FORMAL LUNCH/DINNER TABLE
SETTING INSTRUCTIONS
 Lay an ironed tablecloth on the table.
 Set a charger at each seat.

 In the center of the charger, place a soup bowl.

 Place the bread plate to the top left of the charger.

 Lay a napkin to the left of the charger.

 On the left of the charger, place the salad fork on the outside,
and the dinner fork on the inside.
 You can put the forks on the napkin, or directly on the
tablecloth between the napkin and the charger.
 On the right of the charger, place the knife closest to the
charger (blade facing in towards the charger) and then the soup
spoon. All vertical flatware (salad fork, dinner fork, knife, and
soup spoon) should be spaced evenly, about half an inch away
from each other.
 Place a butter knife horizontally, blade facing inwards on top of
the bread plate with the handle pointing to the right. (Note: In
all place settings the blade will face inwards towards the plate.)
 Directly above the charger, place a dessert spoon with the
handle pointing to the right.
 Directly above the knife, place a water glass. To the right of the
water glass and about three-fourths of an inch downward, place
the white wine glass. The red wine glass goes to the right of and
slightly above the white wine glass.
 If using individual salt and pepper shakers for each guest, place
them above the dessert spoon. Otherwise, place them near the
center of the table.
 If using a place card, set it above the dessert spoon.
 HOW TO USE CUTLERY
 The fork and spoon are the only things that should go into the
mouth. Never lick the knife or eat off it.
 If using a knife and fork together, always keep the tines of the
fork pointing downwards and push the food on to the fork.
 There are foods that are eaten with just a fork, including some
pasta and some fish.
 In this case use the fork in the right hand and have the tines up,
more like a spoon.
 It is not correct to hold your knife like a pen. The handle lies in
the palm of the hand and is secured by the thumb on the side
and the index finger on top of the handle.
 When finished, the knife and fork (with tines facing upwards)
or spoon etc. are placed on the plate.
 When eating, bring the fork or spoon to the mouth, rather than
lowering the head towards the food.
 Bring the food promptly to the mouth and do not gesticulate
with the knife and fork.
 Hold the chopsticks parallel in one hand. The thumb and
forefinger hold and manipulate the top stick. The middle finger
rests between the sticks, keeping the bottom stick held still.
The top stick is manoeuvred by the thumb and forefinger to
grip food and bring it to the mouth. Place the chopsticks by the
right-hand side of the plate when they are not in use.
 Never use personal chopsticks to pass food to people, and
never use them to point at other people.
 POSTURE AND BEHAVIOUR
Sitting
 When taking a seat at the table, sit a comfortable distance away.
 Do not tilt the chair or hunch forward over the plate.

 Sit up straight, sit square with hands in the lap and do not
fidget.
 Do not put elbows on the table.

Serving and Passing

 Make sure others have been offered anything they might want
from the table, such as butter, water, salt or pepper.
 Help yourself last and never stretch across people.

 When things are out of reach or have not been passed along, ask
a neighbour to pass it.
Serving Spoons and Forks
 Use the serving spoons and forks to take food from a communal
dish.
 If a spoon and fork or two spoons are provided, hold one in each
hand, not in just one hand like a waiter.

Starting
 Generally do not start before everyone has been served, so look
around and take a lead from others.
 An exception may be if it is a large party and the host asks
people to start, as the food may get cold.
Eating and Talking
 Never eat with your mouth open or talk with your mouth full.
 It is fine, however, to carry on eating during a conversation.

 It is not rude just to nod, for example, or to wait a few

moments for someone to finish a mouthful.
 Working out how to eat and talk is part of good table manners
and an essential social skill.
Noises Off
 Try to avoid making noises of any kind while eating, either
with implements against the plate or teeth, or with the actual
ingestion of the food, such as slurping soup.
Spitting Things Out
 When encountering an unexpected piece of something that may
be chewed to no avail, it is polite to be brave and to try to
swallow it.
 If it is something which would be unsafe to eat rather than just
unappetising, then cover the mouth with the hand, and quickly
put the offending item on the side of the plate.

Chewing
 Chewing food thoroughly, keeping the mouth closed as you do
so, slows things down to a more civilised pace when eating
with others.
DINING ETQUETTES: DO’S & DON’TS
DO’S
 Sit properly and straight in your chair

 Talk about pleasant things

 Place your napkin on your lap

 Wait until everyone is seated before starting to eat

 Watch others, or ask, if you're not sure how to eat

something
 Ask someone to pass the food, rather than reach across the
table
 Chew with your mouth closed

 Say "excuse me" or "I'm sorry" if you burp

 Say "may I please be excused" before leaving the table

DON’TS
 Don't ask for seconds before others have had firsts
 Don't take more than your fair share

 Don't overload your fork or plate

 Don't gobble your food

 Don't chew with your mouth open

 Don't talk with your mouth full

 Don't play at the table

 Don't hum or sing at the table

 Don't tip your chair or lean on the table

 Don't lick your fingers

 Don't push your plate away when you're finished

 DINING ESSENTIALS IN OTHER COUNTRIES
 Dining etiquette changes drastically when you’re in another
country.
 There are specific rules of etiquette to follow when dining
abroad.
 Expectations shift depending on the foreign country.

 Have a humble and respectful attitude when you make a

mistake.
 If you plan to travel outside of your country, it is best to
research the country’s customs for mealtimes to make sure you
abide by the proper rules of etiquette for that location.
 Always be polite and ask questions if you are unsure.
Asia
 The majority of restaurants expect you to eat with chopsticks.
 If you don’t know how, ask your waiter or waitress to assist
you.
 Use the small end of a chopstick as your eating utensil, and the
large end to serve others.
 Rest chopsticks on your plate or a chopstick rest when not
using them. never rest them in or across a rice bowl. Beware
that you do not place your chopsticks upright in the rice.
 You may use your rice bowl as a safety net, holding it close to
your mouth as you eat.
The Middle East
 Alcohol is not highly favored as it is in the United States. In
general, Muslims do not drink alcohol, therefore you should
avoid asking for alcoholic beverages. Drunkenness is
considered very distasteful, even if drinking is allowed during
your meal.

India and some parts of Africa and the Middle East

 Eating with your right hand is the only way to go. The left hand
is associated with bodily functions and is considered dirty. 
Latin America
 Business lunches are common throughout Latin America, and
usually long, from 1:00 or 2:00 p.m. until 3:00 or 4:00 p.m.
 Dinner is a purely social event, and can occur very late; it's not
unusual to sit down to dinner at 10:00 or 11:00 p.m. throughout
Latin America.
 In general, you should keep your hands above the table at all
times when eating, and pass food and drink with your right
hand.
Africa
 Africa is so huge, so diverse and so rich that it is difficult to
say much about a shared dining etiquette across the continent.
A few general things exist that can be pointed out, however.
 Africans are famous for the pleasure they take in eating and
entertaining and for their generosity.
 If you're invited to someone's home almost anywhere in Africa
be prepared to be impressed by your host's generosity.
 In many countries, you will find no utensils of any kind and
will be expected to eat with your hands.
Europe
 They practice a more continental style of eating. This requires
holding your fork in your left hand and knife in your right.
 Europeans tend to be more strict about table manners than
Americans are.
 Do not rest your elbows on the table, but keep both hands above
the table at all times. Accomplish this by resting your wrists on
the edge of the table.
 Never tilt your chair back on two legs. Never push food onto a
fork with your finger.
 AMERICAN STYLE OF EATING
 Americans and Canadians are probably the only people in the
world who use this style, sometimes known as "the zigzag
method."
 It's done by holding the knife in the right hand and the fork in
the left hand.
 After the knife is used to cut the food while the food is held by
the fork, the knife is placed near the top of the plate, blade
facing in.
 The fork is then switched to the right hand and used to pick up
the piece of food, tines up.
 When you pause during eating but have not finished, the
utensils are placed in the "resting position" with the knife
placed on the right side of the plate in the 4 o'clock position,
blade in, and the fork placed on the left side in the 8 o'clock
position, tines up. This alerts your waiter that you're not
finished.
 When you've finished eating, the knife and fork are placed side
by side on the right side of the plate in the 4 o'clock position,
with the fork on the inside, tines up, and the knife on the
outside, blade in. This "I am finished" position non-verbally
alerts the wait staff to clear your plate.
 CONTINENTAL STYLE OF EATING
 The Continental style is thought to be a more graceful way of
eating, but it does take practice.
 The fork stays in the left hand, with the tines pointed down, and
the knife is held by the right hand.
 The food is then speared by the fork and conveyed to the
mouth.
 In between bites ("resting position"), the knife and fork are
crossed in the center of the plate, fork tines pointed down. The
"I am finished" position is the same as in the American style
with one exception: the knife and fork are placed side by side
on the right side of the plate at the 4 o'clock position, with the
fork on the inside, but the tines are down (versus up), and the
knife on the outside, blade in.
 BUSINESS MEAL ETIQUETTES
 Before the meal, shake hands with anyone already sitting at the
table. If necessary, introduce yourself. Be sure to remain
standing until your host sits. Once you sit down, place your
napkin on your lap only after everyone else is seated and your
host has moved his or her napkin. If someone arrives to the
table after you do, it’s polite to stand up to greet them.
 When the waiter approaches the table, don’t ask him to explain
everything on the menu (one or two items are okay, especially
if you have a food allergy or a dietary restriction and need
clarification on a dish). If you appear too picky or indecisive,
your peers may become annoyed.
 Follow your host’s lead – if they’re first in line to order, choose
something similar to what they order.  If the host isn’t first in
line to order, then ask for his/her recommendation. And of
course, don’t order the most expensive thing on the menu.
Order foods that are easy to eat and are not messy.
 As mentioned above, it’s best to follow your host’s lead when it
comes to ordering an alcoholic beverage. If you choose to
drink, limit yourself to one beer or glass of wine.
 Drink from your own water glass and don’t make the mistake of
taking from your colleague or client’s bread plate.
 Cut only enough food for the next mouthful (cut no more than
a few bites of food at a time). Eat in small bites and slowly. Do
not “play with” your food or utensils. Never wave or point
silverware, and do not hold food on your fork or spoon while
talking.
 Avoid talking about religion, politics and other controversial
topics. If someone else brings up an issue you’re
uncomfortable with during the meal, politely try to change the
subject as subtly as possible.
 If you need to leave the table during the meal, place your
napkin on your chair and push the chair back under the table.
 A cough or a sneeze should be directed into your left shoulder,
shielded by your left hand, keeping your right hand germ free.
Avoid using your napkin as a tissue. If you drop your fork on
the floor, leave it there! It’s not necessary to dive under the
table to fetch it. Simply ask your server for a new utensil and
encourage the rest of your group to continue eating.
 Keep your elbows off the table! It’s also courteous to never talk
with food in your mouth.
 Once you have finished your meal, signal your server to clear
your place.
 Don’t argue over the bill or offer to pay the tip; the host who
invited you must take care of both. Be sure to kindly thank
your host for the meal; shake hands before you leave and
maintain good eye contact. 
 A business lunch or dinner is a great opportunity to let your
professionalism shine.
 While business dining etiquette rules can vary country to
country, the general guidelines remain the same: practice good
manners and use common sense.