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Business Etiquette
- 2. Objectives • Essentials of Etiquette • Test your etiquette knowledge • Learn principles of office, net, and social etiquette • Learn best practices for networking • Prepare and practice networking
- 3. When I think of etiquette, I think of…
- 4. What is Etiquette? “Whenever two people come together and their behavior affects one another, you have etiquette.” “Etiquette is not some rigid code of manners, it is simply how person’s lives touch one another.” -Emily Post
- 5. Business vs Social Etiquette Social Etiquette Business Etiquette • Marked by courtesy • Marked by hierarchy • Gender plays a role • Gender has little role
- 6. The Golden Rule treat others as they would like to be treated Show consideration Demonstrate respect Maintain honesty
- 8. How To Introduce Yourself 1. Stand up 2. Look the person in the eye 3. Extend your hand for a firm web-to-web handshake. Avoid: • Bone-crushing handshakes • “Wet fish” handshakes • Grabbing someone’s fingers 4. Say your name and something about yourself “Hello, I’m John Smith. I work in Process Improvement over in Electric Delivery
- 9. Let’s try! 1. Get into two lines 2. Introduce yourselves 3. Listen as they introduce themselves 4. Wait for signal, Move two steps to the right
- 10. Networking
- 11. • What is your main reason for being there? • What can you do for others at the event? Psych yourself in
- 12. Put away the phone • How approachable is this person? • Reminder: the purpose of networking… • Leave it in the car
- 13. Plan ahead • Scan the news • Sports you don’t watch • Find something in common • Common friend • Food/travel
- 14. Set a time limit • Stay positive • Set a time minimum/limit • Great connections vs. superficial conversation
- 15. Ask for an introduction
- 16. Assume others will like you • I’m likeable! • Personal stories are what make you interesting and memorable • Wear something that catches the eye (not distracts the senses)
- 17. Let’s try! 1. Find one person in the room 2. Introduce yourselves 3. Listen as they introduce themselves 4. Use a conversation starter You have 3 minutes
- 18. Munch & Mingle 1. Get into groups of 3 2. Introduce yourselves • Try a conversation starter • Ask questions about others 3. Grab lunch 4. Complete etiquette quiz on page You have until 12:40pm
- 19. Question 1 In the business arena: a) Only men should stand for handshaking and all introductions b) Only women should stand for handshaking and all introductions c) It is not necessary for men or women to stand for handshaking and all introductions d) Both men and women should stand for handshaking and all introductions
- 20. Question 2 At a training, a sticker name badge should be worn a) On the left shoulder b) On the right shoulder c) On the left hip d) Around one’s neck
- 21. Question 3 When eating bread in a restaurant, you should: a) Butter the whole piece of bread, pick it up, and eat one bite at a time. b) Break off a bite-sized piece of bread and then butter and eat one bite at a time
- 22. Question 4 The best way to meet people at a business or social function is to: a) Head for the bar or buffet immediately upon arrival b) Introduce yourself to two people who are standing close and talking softly c) Look confident, standing in the center of the room, and wait for someone to approach you d) Introduce yourself to a person standing alone e) Stick close to those you know very well and forget about the rest
- 23. Question 5 When making a business introduction, you should : a) Wing it b) Introduce the junior person to the senior person c) Introduce the senior person to the junior person d) Don’t do anything. It is their responsibility to introduce themselves.
- 24. Question 6 When expressing thanks to someone who has given you a gift, you: a) Send an email because it is faster and more efficient b) Send a handwritten note within 48 hours c) Pick up the phone and call within 72 hours d) Consider a verbal thank you sufficient
- 25. Question 7 When you are dining with someone important and your cell phone rings, you: a) Answer it within two rings and keep the call brief b) Ignore it and pretend that someone else’s phone is ringing c) Apologize and turn the phone on silent mode. The person you’re with takes priority. d) Apologize, step away from the table, and take the call in the lobby or restroom.
- 26. Question 8 When you are dining in a restaurant and you accidentally drop your fork on the floor, you: a) Pick it up, wipe it off, and use it anyway b) Pick it up, give it to the server, and ask him to bring you another one c) Leave it on the floor and ask the server to bring you another one d) Leave it on the floor and use your neighbor’s fork when he’s not looking
- 27. Question 9 When seated at a round or rectangular table: a) Remember, left to right, B-M-W: bread, meal, water b) Remember left to right, D-D-R: drink, dinner plate, roll c) It doesn’t matter. There’s enough water and bread to go around anyway.
- 28. Question 10 If you have a morsel of food lodged in your teeth and you want to remove it, you: a) Take your knife when no one is looking and remove the morsel promptly with the blade b) Raise your napkin to your mouth and discreetly use a sugar packet or your business card to remove the morsel c) Politely ask your server for a toothpick d) Excuse yourself and go to the restroom to pick your teeth in private
- 29. Question 11 When you are finished eating, your napkin should be a) Folded loosely and placed on the right side of your plate b) Folded loosely and placed on the left side of your plate c) Folded loosely and placed on the center of your plate d) Folded like a dove or pirate’s hat and placed in the center of your chair
- 30. Question 12 When two business people communicate, how far apart should they stand? a) 1.5 feet b) 3 feet c) 7 feet
- 31. Question 13 It is acceptable to tell a business colleague that his/her zipper is unzipped. a) True b) False
- 32. Question 14 When answering a business phone, always answer a) With a simple hello. It sounds more approachable and less pretentious. b) With your name and department c) With your name, department, title, and a greeting
- 33. Question 15 When you reach a doorway at the same time as another person, the following rules apply: a) Whoever arrives first should open it and hold it for those who are following b) Men should always open doors for women c) Women should open doors for men to prove that they are no longer oppressed d) Always open the door for someone of either sex if that person has his or her hands full
- 34. Question 16 When exiting an elevator and a more senior person is toward the back, always: a) Step aside to let the more important person exit first b) Exit first if you are closest to the door
- 35. Question 17 On “Casual Friday”, which item(s) of clothing is (are) generally considered inappropriate? a) Khaki slacks b) Sweat pants c) Baseball caps d) Polo-type shirts e) Loafers f) Flip flops
- 36. Question 18 You have exchanged a couple of angry emails with a coworker who, in your opinion, is being unreasonable. It’s getting out of hand. You should: a) Stop the communication and let things cool off b) Send one more blistering email, summarizing the situation and how upset you are with that person’s behavior, and :cc the recipient’s supervisor c) Change the medium. Call the person on the telephone or go sit down face to face.
- 37. Netiquette
- 38. Email gone south… • It’s been a difficult week and you vent in an email to a friend at work • Your friend has accidentally included the distribution list for your department in the reply • What would you do? • Address person • Recall email • Start work on resume • Delete from bosses computer • Speak to boss
- 39. Use the subject line to inform Treat emails like business letters Don’t write in ALL CAPS Company email is never private Avoid mood mail Praise in person Proof it before you send Respect other’s privacy Be cautious about reply all Don’t be a pest Respond in a timely manner Less is more Mark your message urgent without using the “high importance” button Essentials of Netiquette
- 41. Connecting With Others Learn everyone’s names quickly and use them Say hello in the morning Accept and initiate lunch invitations Recognize others’ accomplishments Keep a filled candy jar/photos on your desk
- 42. CallTextEmail When is it appropriate?
- 43. Modern Office Manners Don’t use IM or email to avoid a problem Keep cell phones off or set to vibrate or silent Take person calls in a private area Keep shared calendars up to date and free of private appointments
- 44. Cubicle Courtesies Avoid loud phone conversations, especially of a personal nature Do not wear strong perfume or cologne Do not eat smelly food (e.g. fish) Do not stand in front of someone’s cubicle and carry on a conversation Do not walk into a cubicle when someone is on the phone (leave them a note or email instead)
Editor's Notes
- Today we are focusing on etiquette in business settings, although I think it will also help quite a bit in social settings outside of work as well. Some of our thoughts today come from Anna post of the Emily Post Institute (The original authority on etiquette) In her book, she discussed a study conducted by The associated press a few years ago They asked a few questions about etiquette in America today: Survey Question 1: Are American ruder today than they were 20 or 30 years ago? ASK: What do you think? According to the study, about 70% felt that Americans were ruder today than they were 20 years ago Do you think that if we went back 20-30 years, they would have felt the same way about the previous generation? Think about our perspective What role does technology and the evolution of society play in the changing of etiquette? Survey Question 2: Do you encounter people who you would consider use their cell phone rudely? ASK: What do you think? Show of hands? According the the study, about 89% of people agreed that they had encountered someone who had been rude For example, someone in the checkout line at the grocery store on their phone instead of giving their respect and attention to the checkout person They turned the question around and asked, If they themselves had used their phone in a rude or annoying manner in the past month? ASK: Any brave souls willing to admit to that? According the the study, only 8% admitted to this I don’t think that this is intentional rudeness We get wrapped up, hurried, stressed, and lose awareness Our lives our public Business and other endeavors become part of our day throughout the day
- Think before acting As we prepare ahead of time, we can be the most successful and prepared for a great outcome We can minimize the amount of time we need to spend making corrections or rebuilding relationships Make choices that build relationships we are most successful when we are able to build relationships with others Do it sincerely
- ASK: What do you think of when you think of the word Etiquette? Possible Answers: Manners Rules – social rules (definitely part of etiquette) Proper – doing things correctly Common courtesy – the way we handle things These courtesies and manners become second nature until someone doesn’t follow the social norm. For example, doesn’t shake hand, stands facing back of elevator, etc.
- When we are talking about etiquette, at it’s core is how we interact with other people From Emily Post: Whenever two people come together and their behavior affects one another, you have etiquette Etiquette is not some rigid code of manners, it is simply how person’s lives touch one another Within a place of business, it involves treating coworkers and employer with respect and courtesy in a way that creates a pleasant work environment for everyone. This may sound different from the knives and forks and other manners that we have been taught all our lives, but they truly are a part of etiquette and a part of the way that we avoid offending and even more so show respect for others.
- Today we are talking specifically about business etiquette. This is not to be confused with social etiquette, like a formal wedding dinner or when you are out with friends. Social Etiquette Social etiquette is marked by courtesy or politeness Gender often plays a role and that differs from one society to another. For example, a man would customarily pull a chair out for a woman at a formal dinner occasion Business Etiquette Marked by hierarchy Gender plays less of a role in business settings For example, a man that pulled a chair out for his female boss in a conference room might feel out of place
- The golden rule: treat others as you would like to be treated But let’s take that a step further. In business etiquette, the golden rule is: treat others as they would like to be treated Focus on Consideration, Respect, and Honesty Consideration – having awareness of how you impact others, having empathy, thinking What’s the right thing to do? Does a woman or man need to hold the door as two people approach an entrance Who is carrying more items in their arms Who arrived first Who insists? Demonstrate respect – doing only what will advance the relationship between the two persons and maintain self-respect We are accomplishing more, in less time, with less people, in increasingly creative ways, each and every day This sometimes causes us to think we don’t have time to exercise good etiquette at work By being patient and polite when we can, we will receive that treatment on our down days It only makes sense to do a little something that makes everyone better off in the long run Maintain honesty – acting sincerely, being truthful, Our goal today is not to encourage you to become a robot of rules and etiquette I also hope you haven’t come today with only self-serving thoughts Treating people courteously because we feel that they are important or can help our career is an inauthentic reason Other people will soon recognize the insincerity.
- Handshake
- Poised for success by Jacqueline Whitmore
- Instead of psyching yourself out when anticipating a networking event, convince yourself that you are there to make friends, and treat people as such Throw out the notion that you are trying to make a business contact or sale Go to an event with a service mentality. In other words, always keep in mind what you can do for others instead of what they can do for you.
- If you are staring at your phone or texting you are unlikely to be approached or be considered approachable A networking event is your opportunity to personally connect with other people in the room Leave your phone in your pocket or purse, or better yet, in the car You'll want to avoid the temptation to scan it every few minutes or jump when a new text message comes in.
- Scan the news or current events, or come up with one or more topics related to the event or the group before you arrive This will make it easier to approach someone you don’t know. Or you can always talk about something or someone you and another person have in common For example, walk up and say, “Jim sure does throw the most outstanding parties.” Don't forget to give a firm handshake and say your first and last name, and something about yourself Doing this will open the door to a true connection. Plan some ice breakers ahead of time. Come up with a few questions: “My typical go-to questions always revolve around food and travel, because everybody loves to eat and most everybody loves to travel.“ Open with the topic of food Ask good questions then listen Offer a sincere compliment Know a little about a lot Ask for information Don’t exclude others in the group Introduce yourself
- When you show up, you're setting yourself up for success, because you never know who you're going to meet, who you're going to run into, and how it could help you build your professional or personal life," says Jacqueline Whitmore, author of “Poised for Success” You can go to an event and be there for 20 to 30 minutes and make a great connection just by talking to one or two people One quality conversation is more beneficial than 20 superficial ones
- Find someone who knows everyone and ask that person--maybe the individual hosting the event--to connect you with whomever it is you want to meet. "When you ask someone to introduce you, it holds a lot more weight versus going up to someone and introducing yourself, because the person you're being introduced to sees you in a different light if somebody of importance or someone in authority is bringing you up to them.” After someone (I’ll call her the “facilitator”) offers to introduce you to a contact (let’s call him Bill), your immediate action should be to “tee-up” an email for the facilitator to use in her introduction. This allows youto tell your story – chances are she’s not going to tell your story the way you want it to be told (nor will she want to) – and the facilitator can easily forward your email to her contact with a brief intro, saving her time which means she’s more likely to follow through with it.
- Many people are so fearful that others won’t like or accept them that they are shy about meeting someone new Change your mindset to “I’m likeable” and you will feel more confident in initiating a conversation. Your personal stories are what make you interesting and memorable. For example, wear an article of clothing that reminds you of a story or memory (watch, bracelet, tie, necklace, etc). “If you said to me 'Oh, I love that pin you're wearing,' I could say 'Oh, thank you' and leave it at that. Or, I could say 'Oh, thank you. This is my grandmother's pin, and it came from England. When she was 12 years old, her father gave it to her.' And it's 'Oh, really? My family is originally from England."
- Business: FIRST: A client… THEN: Anyone in your company, including your CEO FIRST: Your boss, or a higher-up… THEN: A person of lower rank in the company Social: FIRST: Your grandparents, parents, or anyone older than you…. THEN: Your contemporary (or younger) FIRST: Your friend…. THEN: Another family member FIRST: An adult…. THEN: A child FIRST: A woman…. THEN: A man FIRST: Someone with a title: Senator, Mayor, Judge, Colonel, nobility, Bishop, Reverend, Professor, Doctor; anyone senior in rank to you (boss, CEO)…. THEN: Your contemporary (or younger) FIRST: Your guest of honor…. THEN: Others attending the event
- Why is speak to boss the correct answer? Direct to the person affected Taking responsibility Having solution in hand Provide opportunity for boss to express feelings Maintains honesty
- 1. Use the subject line to inform. An e-mail’s importance is often determined by its subject line. Keep the subject line brief, specific, and relevant or else the receiver might accidentally delete or mistake your e-mail for spam or an unsolicited advertisement. 2. Treat e-mails like business letters. It’s better to be more formal than too casual when you want to make a good impression. Use a person’s surname until they respond by signing their e-mail with their first name. This generally indicates that they don’t mind being addressed more casually. 3. Don’t write in ALL CAPs. Using all uppercase letters is considered CYBER SHOUTING. As an alternative, use asterisks to emphasize key words. “Bob and I had a *wonderful* time at the company reception last night.” 4. Company e-mail is never private. If you wish to send someone confidential or time-sensitive information, use the phone or meet in person. E-mails can be duplicated, forwarded and printed so don’t send or say anything you wouldn’t want repeated or posted in your company newsletter. 5. Avoid mood mail. Never send an e-mail when you’re angry. Take time to cool down and re-read the e-mail before you send it to be sure it doesn’t contain anything you will regret later. Facial expression, vocal inflection or body language can’t be conveyed in an e-mail, so messages may be misconstrued as too harsh, too critical, or too casual. 6. Praise in person. A congratulatory e-mail doesn’t have the same impact like a personal thank you note, no matter how many people you copy on the message. Besides, most people are likely to cherish typed or handwritten notes versus an e-mail message. 7. Proof it before you send. It pays to check before you click. Before you hit the “send” button, check for grammar, spelling and punctuation errors. Take an extra minute or two to proof read, or read your e-mail aloud to be sure that it says what you want it to say. 8. Respect other’s privacy. There will be times when you need to deliver an e-mail to a large group but don’t want to launch a massive distribution list by e-mailing everyone together. If the recipients are unacquainted and you don’t want to divulge all addresses to all of the recipients, use the “BCC” or blind carbon copy function. When BCC is used, the only other e-mail address that appears in the recipient’s mailbox is that of the sender. 9. Be cautious about using the “reply all” feature. If you receive an e-mail that was sent to a multitude of people, including yourself, reply only to those who require a response. Hit “reply all” only if it is crucial that every person on the distribution list see your response. In many cases, the sender is the only person who requires a response. 10. Don’t be a pest. If you don’t receive a response after sending an e-mail, either send a different e-mail explaining why you are following up, or pick up the phone if you need a prompt answer. Sending the same e-mail over and over again may make you appear too pushy or impatient. It’s easy to assume that your message was ignored or deleted by the receiver in some cases; but most companies have anti-spam filters that may accidentally block your e-mail. 11. Respond in a timely manner. If someone e-mails you a question and you don’t have an immediate answer, it is a courteous gesture to e-mail the sender to explain that you are researching their request and will get back to them within a certain time frame once you have the information. Otherwise, the person who e-mailed you may think their message never reached your inbox or that they are being ignored. 12. Less is more. For short e-mail, you can use the subject line only: “Can we meet this afternoon to go over budgets?” then finish the sentence with (EOM), the acronym for “end of message.” The recipient won’t need to open the message to respond. Use acronyms only when your recipients know their meaning. 13. Mark your message “urgent” in other ways. As an alternative to the exclamation point, use keywords at the beginning of the subject line to help recipients filter and sort time-sensitive e-mail quickly. For example, “Urgent” could be the code for “read immediately” while “FYI” could mean no response required.
- Assertive versus aggressive