Gaining the Competitive

Edge with Business Etiquette

X420 Discussion Session # 29

Business Etiquette
Discussion Session #29

Professional Etiquette
Dining Etiquette
Cocktail Parties
Correspondence
Etiquette
Office Etiquette
Office Romance
Etiquette Abroad
Skip These
Tips..
And you are certain
to perform the
ultimate...
C-L-M
Career
Limiting
Move
Professional Etiquette
You only have ONE
opportunity to make a
good first impression
First Impressions
Within 30 seconds people judge your
Economic level
Educational level
Social position
Level of sophistication
Level of success
Within 4 minutes people decide your
Trustworthiness
Compassion
Reliability
Intelligence
Capability
Humility
Friendliness
Confidence


Are First Impressions Lasting?
YES
Made with emotional not rational brain
Once made rational brain seeks validation
Dont want to change opinions
Labels helps make sense of world
Experience teaches us validity of first
impressions
Making Positive First Impressions

Determine audience
Identify their expectations
Establish objectives
Dress, behave, and communication in a
way that reflects audience expectations
A,B,Cs of Image
Appearance
Color, wardrobe, grooming
Behavior
Etiquette, civility, attitude
Communication
Verbal, nonverbal, written
Professional Etiquette
Meeting and Greeting
Handshake: offer entire hand,
web-to-web, shake lightly and
release
Know whom to introduce first
Junior to senior
Fellow worker to client
Eliminate slang/jargon from your
vocabulary
Always on time, always
organized, always ready
Business networking
in social situations

Never introduce yourself
by your title
Name tags on your right
shoulder
Keep your right hand
free
Stay informed of current
events
Maintain eye contact

Showing Respect
Always use last names with customers
unless they are about your age and rank
Dont keep customers waiting
Escort clients out
When someone of higher rank or from
outside the organization enters, everyone
in the office stands
Junior employees stand until seniors sit
Business Cards

Manage business card exchanges flawlessly
Always have a supply of cards
Ask for someones card before offering your own
Present card face up
Take time to look at received card
NEVER turn down an offered card
Be selective when distributing cards
Be aware of international card etiquette

Lunch/Dinner Meetings


You can survive!
Lunch/Dinner Host
Consider preferences of guests
Give specifics
Make reservation and reconfirm day before
Arrive 10 min early, look at table, meet server
Greet guest at entrance. Guest precedes down
aisle. Guest gets best seat. Seat yourself to
their left.
Offer menu advice to guests, order easy-to-eat
food and limit drinks for yourself
Lunch/Dinner Guest
Reply promptly to invitation
Only cancel on very urgent business
Be on timecall restaurant and send message
to host if late
If you arrive before host, you may sit at table but
eat nothing but water until host arrives
Never order the most expensive item
Take no notice of check. Do NOT offer to leave
tip
Thank your host!
Lunch/Dinner Meetings--
Beginnings
Stand on the right side of your chair and
enter from your left
Napkins go in lap asapfold toward waist
Toasts may be offered before eating and
after dessert. Both are initiated by host.
Toasted party does NOT drink to himself
Pass to the right and do not help yourself
firstpass salt and pepper as a set
Lunch/Dinner Meetings--
Ordering Food

Decide on your menu
selections quickly
Order medium-priced food
Think about the mess factor
Dont order alcohol
Do not share a dessert


Lunch/Dinner Meetings
Dealing with the Food

Put your napkin in your lap
Wait for all people to be served before
beginning
Know which silverware to use with
which food
Cut your meat one bite at a time
Break off small bites of bread and
butter only one bite at a time
Hold wine glass by the stem for
whites and by the bowl for reds
Take cues from the host-if in doubt,
watch and copy


Lunch/Dinner--Foods
Soup--dip spoon into soup sideways away from
you. Sip from side. Tip bowl only for last drops.
Never crumble saltines in soup Rest spoon on
plate when finished.
Saladeat salad with fork, use knife only as last
resort. Leave utensils on plate at 10:20 position
DessertSlide utensils down from top as
dessert is served. Place both on plate when
finished


Lunch/DinnerDifficult Foods
AsparagusEat with fingers unless in sauce, then use
knife and ford
BaconOnly very crisp bacon may be eaten with fingers
PastriesCut in halves or quarters and eat with fingers
or fork
French friesEat with fingers if served with sandwiches
or burgers
Grapefruit halvesEat with spoon, leave juice
Lemon WedgeSqueeze over fish with fingers
PastaSeparate a few strands with folk. Twirl onto fork
with tines held again plate
PotatoesEat baked potatoes with a fork. Skins with
knife and fork. Move butter from butter plate to potato
with fork. Never mash potatoes on plate. Eat chips with
fingers
Lunch/Dinner--Taboos
Elbows on table
Salt/pepper on food before tasting
Talking with mouth full
Drinking with food in mouth
Gesturing with silverware
Pushing back or stacking plates at end of meal
Answering or placing cell phone calls at table
Dunking anything into coffee or water
Making a fuss over incorrect orders
Arranging hair or applying makeup at table
Picking your teeth at the table
Asking for a doggy bag
Lunch/Dinner Meetings--
Formal Place Settings
Lunch/Dinner Meetings--
Formal Place Settings

Lunch/Dinner Meetings--
Silverware

Lunch/Dinner Meetings--Extras

Dont eat with your mouth full
Keep one hand in your lap unless you are eating
European style
Remove anything from your mouth with the same
implement that it went in with (except bones)
Eat at a moderate speed
Try to maintain some polite dinner conversation
Never medicate yourself at the table
If you must leave the table, place your napkin in your
chair

Lunch/Dinner Meetings
Easy endings

Knife and fork side by side in the 10:20
position on dinner plate
The host or person who has issued
invitation pays (regardless of gender)
If you are paying bill, handle it with
waitperson as discreetly as possible
As you depart table, refold your napkin
simply and leave it to left of place setting
Tipping

Bartender (when drinking in the bar) -- $1 or 15% or round up
bill to next dollar when paying by the round of drinks
Bellman -- $1 per bag
Cloakroom attendant If there is no charge tip $1, if there is a
fee round up to nearest dollar
Doorman (only for getting you a taxi)-- $1
Maitre d (if you want a good table or want to become a favored
regular) -- $10 - $20 in a handshake
Parking Valet -- $1 - $2
Taxi 15% of fare
Waitperson 15%-20% of bill
Washroom attendant 50 cents or $1.00 in fancy hotel
Wine steward (handed directly to steward)-- $3-$5 per bottle or
15% of bill when billed separately from food






Cocktail Parties
Work eventnot social
Determine your strategy: network with new
people or certain known targets
Dont just hang out with friends
Enter room, step to one side, survey room
Move toward friendly faces or already formed
group
If someone enters your group, greet them and
make introductions
Cocktail Party Tips
Go to food table firsteasiest place to start
conversations
Stand in middle of room or near food table, stay
away from walls
Learn how to hold napkin, plate and glass in one
hand
Keep one hand free to shake hands
Dont overindulge in alcohol
Maneuver among peopledont get stuck

Small Talk

3 distinct parts
Opener
Middle
Break away
Small Talk Openers
Individuals
Compliment, weather, food, current event
I love your______. Is it a family heirloom?
Group
Something pertaining to everyone
How do you all know each other?
Will you be traveling this summer?
Casual acquaintances
General comments
How has your year been?


Small Talk Middle
Safe topics
Sports, books, movies, theater, art, travel
Questions
Ask, listen, elaborate with matching
experience, Ask again
Be more interested than interesting
Small Talk Break-Away
Stay no more than 10 min in one place
Break-away lines
I dont want to monopolize you.
Im going to circulate.
I see someone I must meet.
Tell them you enjoyed speaking with them
Discuss next steps
Going for food, to next person, etc.
Correspondence Etiquette
Every written invitation gets a
response unless it asks for money
Respond within 1 week
Follow directions for response
Special instructions (dress code) will
be in lower corners
Envelope will indicate if you may bring
guest
Send Thank you letters
Always include a cover letter for
written documents
Sit on written documents for 24 hours
(if possible)
E-mail Etiquette
E-mail only those people to whom
your messages actually pertain to
dont send mass or chain letters
M-ake a point of responding to
messages promptly
A-lways use spell-check and
grammar check before sending
messagesbe brief and clear
I-nclude your telephone number in
your message
L-earn that e-mail should be used
for business rather than personal
usedont send anything you
wouldnt want to see in public
Telephone manners
Answer the phone with your name and company
(or department)
When placing calls, state your name and
company or department immediately when phone
is answered
Speak clearly
State the purpose of your call
Only use speakerphone for conference calls
Always smile when using the phone
Say please and thank you
Judge your audience before making small talk
Return your calls
Voice Mail/Mobile Phone Use
Realize proper usage of mobile phones in
business
Understand how to leave an adequate
voice message
Check messages frequently on a daily
basis
Avoid using in a restaurant, movie, church,
or meeting
Limit your conversation when in close
quarters
Use a quiet voice
Dont give out credit card #
Refrain from using when driving
Office Etiquette
Be self-aware-use common sense
Mind your own business
Avoid strong cologne
Never ever go over your supervisors
head
Obey your companys business dress
attire
Keep your germs to yourself
Treat every employee with the same
respect
Do not post things of an offensive
nature
No matter your job or your title, always
hold yourself to a higher standard



The 12 Commandments of Cubicle Etiquette
Thou shall not enter another
persons cubicle unless you are
invited.
Thou shall not interrupt someone
who is on the telephone by using
sign language or any other means
of communication.
Thou shall think twice before
interrupting someone who
appears deep in thought.
Thou shall be aware of how your
voice projects.
Thou shall realize that speaker
phones and cubicles dont mix.
Thou shall not discuss a
confidential matter in a cubicle
setting.
Thou shall realize that everything
you say makes an impression on
your internal customers.
Thou shall not make or receive
personal telephone calls during
the workday.
Thou shall not establish eye
contact with someone when you
would prefer not to be interrupted.
Thou shall stand up and walk
toward the entrance of your
cubicle when you would like an
impromptu meeting short.
Thou shall recognize your cubicle
is a direct reflection of you. Keep
it neat and orderly.
Meeting Etiquette
Always have your calendar,
notebook & pen
Never bring up personal
problems/issues in a professional
situation
Avoid you talk
Stay on schedule
In conference rooms hang back
until power players have taken
seats: ends and middle sides of
table are power seats



Office Romance
Dating a supervisor or
subordinate is absolutely a
no-no
Any behavior of a sexual
nature on company
property gives the
company grounds for legal
action

Office Romance
(When it Happens Anyway)

Expect at the very least an office
relationship will be frowned upon
Risk loss of credibility
Difficulty focusing on work
Dont use work email or
voicemail systems
Remember when it ends you will
still have to work with this person
Etiquette Abroad
Know the various
cultural nuances of
the particular country
Do your homework
Problem solving &
issues of protocol and
chain of command
differ greatly between
countries

Evaluation Questions

Use:
Strongly agree
Agree
Disagree
Strongly disagree
Dont know

1. I found the presentation of material easy to understand.
2. This discussion session increased my knowledge on the subject
presented.
3. I will be able to use some of the information from this discussion
session in the future.
4. The presenter was well prepared for this discussion session.
5. This presentation should be repeated in future semesters.