Business Etiquette 101 Politeness is to human nature

Business Etiquette 101 Politeness is to human nature as what warmth is to wax. - Arthur Schopenhauer Authored and presented by: Patty Kirkley & Chuck Reece September 19, 2012

�? �? �? Why Do Employees Fail?

�According to a Leadership IQ study, 46% of all newly-hired employees fail within 18 months �Why? ◦ 26% Cannot Accept Feedback ◦ 23% Unable to Understand or Manage Emotions ◦ 17% Not Motivated to Excel ◦ 15% Wrong Temperament for Job ◦ 11% Lack Technical Skills Why Employees Fail?

HR Professionals Say 80% Lose Jobs Because…

�Don’t Know What to Expect Understand Corporate Culture or Rules �Do Not Have A Plan �Cannot Accept Feedback �Stay with Past Ways of Doing Things �Share Too Much Personal Information �Behave in Rude, Boorish, or Arrogant Manner Top Roadblocks to Success

�Ask your New Boss for Help – Clarify Goals (understand how your performance/success will be evaluated) �Develop a Plan of Action and Review with Your Supervisor �Listen to Co-Workers and Get Their Input and Collaborative Ideas �Meet as Many People as You Can (be friendly and build professional relationships but avoid getting overly personal) �Observe the Culture (find a mentor if you can) – Figure Out Culture and Values Know What is Expected & Impress

More Than I Wanted to Know…

�Listen and observe carefully �Many new college graduates fail because they were not told or do not know the rules or why they should follow them ◦ ◦ ◦ Be Punctual Wear the Expected Attire Don’t Immediately Ask for Leave Time Work Overtime if Needed Demonstrate Integrity Learn and Follow Chain of Command Learn the Rules & Follow Them

�Treat Everyone with Respect (Golden Rule �Avoid Negativity (“That Won’t Work…”) 101) �Get Along with Others/Cooperate �Volunteer Be A Team Player

�Don’t Ask the Same Questions Over and Over (take notes when you are learning new tasks) �Be Receptive to Learning (constantly learn new things) �Ask for New Assignments �Stay do) Busy … And Work Hard (find things to Have A Work Ethic

Do Your Share

�Own up to Mistakes �Do Not Worry if Someone Takes Credit for your Idea or Work �Learn to Accept Criticism and Make Changes Accordingly �Never Display Arrogance or Sense of Superiority Take Responsibility

Own Up to Mistakes

�Greet Everyone and Smile �Be Polite – Please, Thank You, Good Job, and I’m Sorry are Powerful Words �Listen - Don’t Interrupt �Watch Your Language – You Never Know Who You Will Offend �Keep Your Cool – Even Under Stress �Resolve Conflicts Professionally (no vendettas or soap operas and never any backbiting or gossiping) Mind Your Manners

�Err on the conservative side until you understand the dress code; when in doubt, take the conservative route �Don’t insult your co-workers with sloppy, slovenly appearance �Even in a “jeans” environment, take care with your grooming – clean, neat and pressed clothes, hair combed, nails trimmed and clean Appearance and Dress

�Social Media, E-mail, Instant Messaging, Web Conferencing, Cell Phones, Texting… “Nine times out of 10, what these new modes (of communication) have really given us are simply new opportunities to blow it!” – Peggy Klaus Avoid Techno Traps

�On social media sites: ◦ Decide whether you are using for personal or business use ◦ Don’t use what business contacts post as office gossip fodder ◦ Think about what you post on the wall ◦ Never rant and never vent ◦ No pokes please ◦ Don’t tag without asking ◦ Understand that you can say “no” to being a friend Social Media

� Who is searching? ◦ 44% of adults who are online have searched for information about someone from whom they are seeking a professional service. ◦ 31% of Internet users have searched for information about co-workers, competitors, and other business contacts. � Who is sharing and what? ◦ 65% of adults have changed privacy settings to limit what they share online. ◦ 27% of employees now work for employers who have rules for how they present themselves online. Source: Pew Internet and Life Project, A Project of Pew Research Center, Reputation Management and Social Media, ” by Mary Madden and Aaron Smith, May 26, 2010 Social Media

�Unless your job directly requires providing content, updating, or using social media to promote or advertise, it does not belong at work. �Don’t be caught on your personal Facebook page during work time. Social Media

� Make the Subject Specific; Do Not Leave Blank or Generic � Fill in “TO” Just Before Sending � Be Very Wary of Reply to All � Delete Extraneous Information Before Forwarding � When Answering a Question, Copy It and Respond � Address and Sign your E-mails (you are dealing with people) � Do Not Type in All Caps � Check E-mail at Least Once Daily � Use Correct Grammar and Punctuation (no abbreviations) � Avoid Spam E-mail Etiquette

�Vast Majority of Employers Monitor So Do Not Misuse �NEVER, NEVER Use E-mail in Confrontational Manner! ◦ It Is a Passive-Aggressive Approach to Conflict Management ◦ It Will Backfire and Make You Look Immature and Petty ◦ If Any Emotion in E-Mail, Hold It and Review Carefully or Discard It Later � Do Not Use E-mail to Deliver Bad News. E-Mail Final Tips

�Do Tech Etiquette Breaches Impact Your Career? Extent to Which Technology Etiquette Breaches Affect Careers 15% 1% Greatly Don't Know 61% 23% Not At All Somewhat Source: Robert Half Survey of 659 Human Resource Managers in the United States and Canada Tech Etiquette Breaches

�Always Return Calls (At Least Once Daily) �If Out of Office, Leave Message So Callers Know When to Expect Return Call �Identify Yourself and Your Organization When Making or Answering Calls �Personalize �Never the Conversation; Always Smile Be Rude Phone Etiquette

�Leave Off or Put on Silent or Vibrate (Keep It Out of Sight/Take off Bluetooth) �Do Not Use “Cutesy” or Annoying Ring Tones �Think about your Location �Avoid Talking too Loudly �Limit Personal Calls to Emergencies or Very Important Calls �Know What Is 911 & 411 Cell Phone Etiquette

�No Text Speak (AFC, CYE) �If Sending Group Text, Write to Most Formal Person in Group – Keep Language Appropriate to Audience �Check Spelling/Grammar Carefully �Be Cognizant of Timing �Do Not Rely on Texting to Replace Other Forms of Communication Texting for Business Purposes

� Arrive � Sit Up on Time or Early Straight and Maintain Eye Contact with Speaker � Treat Everyone Equally � Pay Attention and Take Notes � Do Not Engage in Side Conversations � Do Not Text, E-Mail or Surf the Net � Have Your Calendar � Participate, but Do Not Monopolize Meeting � If You are Leading Meeting, Have an Agenda and Thank People for Their Time and Participation Meeting Etiquette

In these times, it is important to prepare for a variety of business and social situations. �Your success depends on you… ◦ Your attitude ◦ Your composure and confidence ◦ Your etiquette skills Why Business Etiquette?

�Business-Workplace Etiquette http: //sbinfocanada. about. com/library/bizet iquettequiz/bletiquettequiz 1. htm http: //www. gradview. com/articles/careers/ etiquette. html How Do Your Etiquette Skills Measure Up?

“Business Etiquette for Networking Events. ” Ravenwerks Global Ethics, Etiquette, and Effectiveness. 30 Sept 09 <http: //www. ravenwerks. com/? page_id=19>. Post, Emily. The Emily Post Institute; Etiquette’s Home on the Web. <http: //www. emilypost. com/business/index. Klaus, Peggy. The Hard Truth About Soft Skills; Workplace Lessons Smart People Wish They Had Learned Sooner. New York: Harper Collins Publishers, 2007 Half, Robert. Business Etiquette: The New Rules in the Digital Age, References

�If you would like a copy of the presentation, please e-mail me: p_kirkley@southwesterncc. edu. Thank You for Coming!

Career Success (by TIM DRAKE, CEO, DRAKE) Test Your Office Savvy