Business Etiquette Introduction u What is Business Etiquette
Business Etiquette
Introduction u What is “Business Etiquette? ” u The Unspoken Rules – – When to speak, when to wait, when to listen Understanding the chain-of-command How to deal with office political issues How to present yourself professionally
Value of Excellent Business Etiquette u Enhances company image u Enhances self image u Motivates customers to look forward to doing business with your organization u Attracts and retains good co-workers
Topics of Discussion u Significant business mistakes u Social Events u Office Protocol u Conducting Meetings
Business Communication u Significant mistakes u Telephone Etiquette u Voice Mail u Beepers, Cellular Phones and Portables
Significant Mistakes u Assuming all business associates want to be addressed by their first names u Sending out a sloppy-looking business letter u Mistreating secretaries of business associates u Displaying a cavalier attitude on the phone by not identifying yourself, putting others on hold, breaking off conversation to speak to someone else.
Significant mistakes u u u Being lax about making and keeping business appointments Smoking in the wrong places. Giving conflicting signals about who pays for a business meal. Talking only about business at a function that is both a business and a social occasion. Inviting superiors out socially before they have taken the initiative. Failing to put thank you’s in writing.
Principles u Be on time u Be discrete u Be courteous, pleasant and positive u Be concerned with others u Dress appropriately u Use proper written and spoken English
Well mannered executive u. Refrains from using foul language u. Accepts responsibility for results u. Pays back colleagues when they help out
Business dress u Follow the company dress code u Wear colors and styles most flattering to you u Limit jewelry u Wear shined shoes, well pressed suites and shirts, no stains u Typically wear white and tan clothing and shoes primarily between Memorial Day and Labor Day.
Telephone Etiquette: General Do’s and Don’ts u Outline points you want to make prior to placing a call. u If your party is not there, leave a brief message and request a telephone appointment. u If your party answers, identify yourself, stick to your outline and thank the person at the end of the call.
Telephone Etiquette: General Do’s and Don’ts u Put someone on a speaker phone only after getting their permission. u Don’t announce you are calling from your car phone. It sounds pretentious. u Answer a ringing telephone by the third ring. Identify yourself by full name.
Voice Mail u Identify yourself. u Be brief and to the point. u Record your own outgoing message.
Leaving voice mail messages u Identify yourself and your return phone number. u Begin with a cordial greeting. u Indicate What you want listener to do and Why this action is in your mutual interests. u When appropriate, suggest How you believe action should be executed. u Repeat name and phone number. Say you look forward to hearing from listener.
Beepers, Cellular Phones and Portables u Limit the use. u Avoid using them off hours.
Teleconferencing u Camera may focus on entire scene rather than on speaker alone; may see reactions of nonspeakers that might otherwise be unnoticed u Close-ups on speakers changes reality, you perceive things that are hidden at greater distances. u Importance of good television presence, warmth, and trust, communicating with face
Social Events u Business Meals u Rules for the Host u Rules for the Guest u Ordering u Introductions
Business Meals u Late Night and Weekend Meals u Breakfast Meetings u After-Work Cocktail
Rules for the Host u Don’t impose invitations. u Request responses as soon as possible. u Invite others for business reasons. u Select an appropriate setting. u Arrive early to greet guests. u Leave an appropriate tip. u Apologize if the food or service is below your expectations.
Rules for the Guest u Respond promptly to the invitation and give reasons for a negative response. u Know where the event will take place and know what rules apply there. u Be aware of the agenda and who is responsible for it.
Ordering u Avoid awkward foods. u Do not let price be a deciding factor. u Do not order alcohol if. . . – – it is against company policy. you will be driving after the meal. you don’t want to drink alcohol. it will be your second drink.
Basic table manners u Keep napkin on your lap u Work cutlery from outside in u Take one piece of bread from basket and place it on your own plate u Pass salt and pepper together u To indicate you are finished eating, place cutlery on plate in clock position to ten of four.
Basic table manners u Do not take the last piece of bread from basket u Do not ask for more bread u Leave some food on your plate u Do not dunk anything u Do not chew with your mouth open u Do not eat and speak simultaneously
Showing respect for visitors u u When a visitor comes into the office, all Company employees should rise and greet the guest. The host should offer his or her hand first and should invite the guest to be seated. If more than one guest is present, shake the hand of the senior person first. Let your guest exit first from elevators. Whoever arrives first should go through a door first. The host should go through first if the door is heavy or is a swinging door.
When you keep a visitor waiting u At the time of the appointment, meet the visitor in the waiting area. Apologize and explain why there will be a delay. u Offer the visitor a beverage and good reading material, such as the Wall Street Journal. u If this visitor has to wait more than 30 minutes, offer the option of rescheduling the meeting.
When you keep a visitor waiting u If you will not be in the office at the time of a meeting, prepare a neatly typed note explaining why you are delayed and when you will meet. Add a handwritten note after your signature indicating your realization that the meeting is important to you and to the Company.
Introductions u Always stand up. u Always shake hands. u If you can’t remember a name, admit it. u Introductions
Introductions u Mention authority figures first and introduce others to them. u Introduce a lower ranking person to a higher ranking person. u Introduce a fellow executive to a customer, supplier, or client u Introduce a younger person to an older person. u Introduce a peer in your company to a peer in another company.
Introductions u Explain who people are when you introduce them. u Example: Arthur Collins, it is my pleasure to introduce you to Kendra Dailey, a customer representative from Geneva Industries. Art is our Senior Financial Officer.
Subjects to avoid discussing with visitors u Your health and other people’s health. u How much things cost. u Gossip, stories that have received too much press exposure, and stories with crude language or in questionable taste. u Personal misfortunes. u Controversial topics.
Greeting international visitors u Provide welcoming touches to their hotel rooms, such as – a basket of fruit – a pocket dictionary – a list of relevant phone numbers & addresses – a confirmation of schedules and agendas – an agenda of events for a visiting spouse
Thank you letters – Send thank you letter promptly: 24 -48 hours after the meeting – The closer to the meeting a thank you letter is sent, the more impact it will have.
Correspondence – Start with a positive greeting, using words such as Greetings, Thank you, and Appreciate – Type cover letters and follow-up thank you letters – Letters of congratulation, condolence, and thank you notes to personal acquaintances may be hand-written.
Correspondence mistakes – Sending correspondence later than promised. – Using first names, rather than Ms. , Mrs. , or Mr. . . – Misspellings, white-out corrections, and grammatical errors. – Not making the envelope as professional in appearance as the letter itself. – Not keeping a cover letter to one page. – Using “Dear Sir or Madam” or “To whom it may concern” rather than the title of the company officer, such as “Dear Human Resources Manager. ”
Conducting Meetings u Seven Steps to More Effective Meetings u Meeting Etiquette
Seven Steps to More Effective Meetings u Decide if a meeting is needed? u Plan the meeting. u Invite only those with interests impacted by the agenda. u Prepare and distribute an agenda. u Set ground rules for group process. u Resolve process problems. u Distribute minutes or meeting summary.
Meeting Etiquette u Arrive a few minutes prior to the scheduled time for the meeting. u If new to the group, introduce yourself prior to the meeting. This is a good time to hand out your business card. u Show consistent interest in the proceedings. Avoid distracting others by doodling, yawning, or reading
Meeting etiquette u Bring a pencil and pad. Make careful notes of the discussion of your ideas. u Quietly thank the chairperson for holding the meeting. u Subsequent to the meeting, praise participants who communicated effectively.
Office Protocol u Understanding Office Protocol
Understanding Office Protocol u “Treat Others the Way You Want to be Treated” u Extending Greetings u Nurturing Your Colleagues u Overcoming Gossip u Handling Rivals u Accepting Criticism Graciously
Guidelines for Entering a New Organization u Keep a low profile. u Consolidate your position slowly. u Ask questions. u Learn the unspoken rules. u Suggest improvements, but proceed cautiously.
Guidelines for Looking for a New Job Outside the Company u Ask prospective employers not to contact your current employer. u Arrange interviews on your own time. u Don’t confide in anyone at work.
Entering and Leaving the Corporate Nest u Guidelines for Entering a New Organization u Guidelines for Looking for a New Job – – Inside the Company Outside the Company u Guidelines for Transitioning
Guidelines for Looking for a New Job Inside the Company u Tell your current boss. u Make the application through the proper channels. u Suggest a transitional training period.
Becoming the Leader “You must have the courage, creativity and stamina to focus on accomplishing your responsibilities through the directed, delegated efforts of subordinates” - Attila the Hun
Guidelines for Transitioning u Don’t complain about the company. u Continue to take your job seriously. u Let everyone know that you are leaving. u Give positive reasons for your decision.
Leaving an Organization “It is noble for the departing chieftain to express gratitude to all who have served him well, especially recognizing ways in which they have made him stronger and more resilient. ” - Attila the Hun
Summary u Managing the Corporate Transition u Communicating Verbally and in Writing u Facilitating Effective Meetings u Portraying a Positive Image Outside the Office u Handling Gossip, Complaints and Challenging Situations
Thank You.
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