As times change, so do the social norms of personal and business behaviour. However, that doesn’t mean business etiquette doesn’t matter. Business is not only about products and services but about people and building relationships.

Courtesy can make all the difference between persuading people to buy into your vision and it can often make or break a deal.

Most people, by preference, would rather do business with someone who is polite and courteous. Attitudes and values form the basis of any culture because they reflect the ways people think and behave. A lack of knowledge of cultural values can result in a barrier that can obstruct effective communication and have a detrimental effect upon your business success — whether you work for a multinational or a small-to-medium-sized enterprise (SME).

The simple gesture of a firm handshake will demonstrate you are polite. Hand-shaking is a universal standard and says to the other person that you respect them. And if you can add in a genuine smile plus eye-to-eye contact, chances are that you will engage immediately.

I remember when I used to work in the prison service, I always used to shake the hands of prisoners to whom I was introduced. This act of courtesy and respect was one that they were not expecting, which I could see by the look on their faces. However, when I met them for the second or subsequent times, they knew what to expect.

I noted that a simple handshake increased their self-esteem. Being in prison meant many of them had lost their own sense of self-worth and that the simple gesture of a handshake helped them to rise above their negative feelings.

Interestingly, I went to a school the other day to collect a little boy of seven years old and before he left, his teacher insisted that he shake hands with her. However, it didn’t stop there. She asked him to look at her eyes while he was shaking her hand.

Now, that, I thought, was exactly the right way to bring up a child as that young man would one day take that learning into whatever would be his first job.

Remembering names

It is never easy when you are in a large department to remember the name of everyone working there. But if you can, remember as many as possible, it will certainly increase the strength of your relationships. I attended a business meeting the other day with the CEO of a large telecommunications company and as the meeting came to an end, he insisted on walking with me to the elevator.

I said it was quite unnecessary but he insisted. As we walked out, he smiled and looked at every member of his team, called each of them by name and wished them a good evening. You could see from their smiles that they were pleased at his courtesy — both to me and to them. By acknowledging each individual, he reaffirmed his relationship with them.

Punctuality

We are all busy during our working day — and, in fact, we even pride ourselves on it. But being late for an appointment is not only a discourtesy but wastes time for everyone. When you miss an appointment, you are being inconsiderate to others whose time is almost certainly as precious as yours.

Social media

Sometimes, you may think it is fun to post unprofessional comments about a colleague or friend, but your words may come back to damage you. Whatever you post is visible to the outside world and what you say will be remembered for all time. No one wants to know why you made a disrespectful comment — the only thing they know is that you did.

The concept of business etiquette has always been important — whether you work in the UAE, in China, the US or Europe, and it is as essential today as it was 100 years ago when dhows sailed between the Gulf and East Africa carrying merchandise.

The methodology of doing business may have changed dramatically, but the idea of showing personal respect remains an essential pre-requirement for commercial success.