OBJECTIVE OF THE PAPER: To define professional behaviour and suggest standards of appearance, action and attitude in a business environment.
MODULE 1- INTRODUCTION TO ETIQUETTE
Introduction, modern etiquette, benefits, Classification of etiquette -. Manners, Poor manners
noticed in the youth, why should you practice good manners? Practicing good manners.
Learning Outcome: To understand the concept of Business Etiquette.
MODULE 2 – CLASSIFICATION OF ETIQUETTE
Work Etiquette- -Making Introduction with Ease, applying titles and forms of address,
remembering names, Speaking and Listening-KISS principle in communication, Tips for
effective communication, barriers for communication,7 C’s of communication, Kinds of
listening- Handling office conversations, Common Conversation faux pas – Developing good
relations with peers, superiors, subordinates- Offering compliments and criticism.
Telephone etiquette- Speaking and listening on the phone, conducting conference calls and
video conferencing with Care-Meeting Etiquette- Planning a meeting.
Dining Etiquette- Coming to the table -Behaving after you are seated- Beginning the meal Formal table settings -Managing meals, Distinguishing Between American and Continental
Dining Styles, eating with grace, coping with difficult-to-eat foods and unusual utensils,
Managing Dining Mishaps.
Dress Etiquette- Dealing with dress codes- Defining ‘business casual’ and ‘casual’, Formal
business clothes for men and women, Personal hygiene and Grooming.
Learning Outcome: To understand various kinds of etiquettes.
MODULE 3- BODY LANGUAGE
Introduction-Body talk – Origin of Body language- Voluntary and involuntary body language
-Forms of Body language -Parts of Body language- Uses of Body languages-Body language in
building interpersonal relations-Body language in building industrial relations-reasons to study
body language-improving your body language- Kinds of Hand Shake, four territory zones,
Kinds of postures, gender differences- -Shaking hands with Women -Developing confidence
with correct body language.
Learning Outcome: To understand the importance of Body Language.
- Role play activity in Telephone etiquette practices.
- Drawing an illustration of Table setting.
- Group presentation of Etiquette in Different countries.
BOOKS FOR STUDY AND REFERENCE
- Alex K (2010) Soft Skills, New Delhi: S Chand & Company Ltd.
- Fox Sue (2010) Business Etiquette for Dummies, New Jersey: Wiley Publications.
- Kumar Suresh E, Shreehari P, Savithri J (2010) Communication Skills and Soft Skills:
An Integrated Approach, Chennai: Pearson Education.
- Pachter Barbara &Cowie Denis (2013) Essentials of Business Etiquette, New York:
McGraw Hill Education.