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Everyday Etiquette

  • Ensure that the tone of your conversation is positive. One of the biggest complaints that clients make about customer service in Ireland is people who have a negative attitude.
  • Make good eye contact when greeting people and introducing yourself. If you are in a business situation you should stand for greetings.
  • Ensure that your verbal and non-verbal messages say the same thing.
  • Do not swear.
  • Pay attention to those around you.
  • Smile.

Email Etiquette

  • We all need to be aware that email is never private. The email that you send to a colleague or a client can easily be intercepted or forwarded on without your consent.
  • It is wise never to send sensitive business information such as salary information, sales or profit figures and contracts by email.
  • Always use the subject line in an email. If the recipient is opening up their inbox to many emails, a subject line immediately helps them to answer your email promptly.
  • When managing your own email, try to respond to all emails within the working day.
  • We should avoid writing in all capital letters in email communication. If you need to emphasise a point it is appropriate to underline the sentence or put it in italics.
  • It is very important to switch on your spell check for emails and to review the email before sending it.
  • Even though email is more informal than a written letter, we should still use an appropriate salutation.
  • Begin all emails to clients or senior management with a formal greeting such as “Dear Pam”.
  • With close colleagues who you email back and forth with frequently, it is thoughtful to use a greeting for the first email of the day.
  • In subsequent emails, use common sense. If you are sending ideas back and forth every few minutes, it is acceptable to drop all salutations.
  • For signing off on an email the same guidelines apply. For clients and senior colleagues we should use a formal sign off such as “Warm regards”, “Kind regards” or “Yours sincerely”. For colleagues that you know well a simple “Regards” is appropriate.
  • If you are sending an email to a large group, it is appropriate to use “Dear All” or “Greetings, everyone” while the sign off should be the same as for an individual email.

How to Remember Names

  • The simplest way to remember someone's name is to really listen when you are being introduced.
  • When you are introduced to someone, repeat the name in your head.
  • Associate the person's name with a famous person or someone that you know already.
  • Turn names into visual images. If the person being introduced is wearing a bright colour or has a distinctive feature this can help your memory.
  • Review a business card when it is given to you. When we read a name it helps to reinforce the name in our memory again.
  • Don't be embarrassed if you forget a name. We all make the mistake so it is better to be honest and apologise and ask for the person's name again.
  • Some information is better than none at all. If you remember where you met a person before you should mention that. Sometimes when we meet people out of context it is hard to remember their name. By providing some information on where you met them previously it shows that you do remember.
  • Practice remembering names and if you are going to a party or work event, prepare beforehand by working out who might be attending as well. Five minutes preparation can really help to boost your memory.

Phone Etiquette

  • Prepare what you are going to say and the outcome required.
  • Have a pen and paper ready before the call so that you can take notes easily.
  • Concentrate on the phone call. Sometimes we are trying to do a number of things at once. It is important to concentrate on the person that you are talking to on the phone.
  • Don't eat while on the phone, sounds are amplified on the telephone and noise sounds very unprofessional.
  • Turn off radios or printers because they create background noise.
  • Try not to cough or blow your nose while talking on the phone
  • End the call with a proper goodbye and any agreed actions from the phone call.
  • Let your voicemail take your calls when you're in meetings, restaurants or other busy areas.

Business Etiquette Courses

Our business etiquette courses are designed to give business people the confidence to handle a wide variety of work and social situations and represent themselves and their organisations in a consistently professional manner.

If you would like further information on how our courses can help you and your team then please contact Pamela Fay on 086 1737125 or