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Business Etiquette

Principles underpinning all etiquette: the Golden and Platinum rules

Golden: Treat others as you would like to be treated Platinum: Treat others as they would like to be treated

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 Trustworthiness Compassion Reliability Intelligence Capability Humility Friendliness Confidence

Within 4 minutes people decide your

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
Color, wardrobe, grooming

Etiquette, civility, attitude

Verbal, nonverbal, written

Perception Equals Reality

Two Stages: Initial Perception (Immediate) Sustained Perception (Over Time)

Initial and Sustained Perception

Initial Perception Presence Appearance Manner & Style Etiquette Awareness Sustained Perception Personal Substance & Professionalism Attitude Integrity Civility Work Ethic & Discipline

Presentation Listening and Interpersonal Skills Meeting Skills Business Meals



People begin to evaluate us before any words are ever spoken Who you are speaks so loudly I do not hear what you say--Emerson

Professional Etiquette Meeting and Greeting

u u

Handshake: offer entire hand, webto-web, shake lightly and release Know whom to introduce first
Junior to senior Fellow worker to client

u u

Eliminate slang/jargon from your vocabulary Always on time, always organized, always ready

Business networking in social situations


u u

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

u u u

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
u u u u u

u u

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

Small Talk

3 distinct parts
Opener Middle Break away

Handshaking exercise handout

Pumper Dead Fish Squeezer Two handed Equal, with direct eye contact

DRESS handout

The way you dress affects the way you are perceived, and the way you are perceived, is the way you are treated.
- Buck Rodgers Former VP of Marketing, IBM Author of The IBM Way


Neatly trimmed hair Light perfume or cologne Clean and trimmed fingernails Limited jewelry Concealed tattoos; no visible body jewelry Polished shoes Stockings without runs Belts on pants; socks that match belt color

Mental rehearsal
Before you enter a situation, visualize what you are going to say and doand then mentally rehearse how you believe your audience will respond. At the same time, visualize what your audiences most preferred communicator would be saying and doing

Introducing yourself

Hi, Im Shweta Jain (vs. Mr, Ms, or Dr)

Introducing yourself to a secretary

Hello. My name is Shweta Jain. I am here for a 1 oclock appointment with Mr.Mehta.

Mention authority figures first and introduce others to them. Introduce a younger person to an older person. Always stand up. Always shake hands.

Introduce lower ranking person to higher ranking person. Include useful information

Sir X, may I introduce Ms.Y, our new assistant director of diversity. She recently earned her MA in Human Resources at JNU. Sir X has served as President of Xavier University for the past 6 years. Recently, UGC ranked Xavier as the 2nd best comprehensive university in the state.

Interactive moment
In groups of 3-4, introduce each members of the group to one another.

Remembering names

Get business cards from everyone you meet and makes notes on it about when you met, what you had in common, and details about the person, including names of children. Prefer the formal to the informal, especially with older and higher ranking people Avoid saying, Im sorry, I have forgotten your name Instead, say Help me out, your name was on the tip of my tongue and I must be having a senior moment.

Speak with authority

Even when asking questions, have your voice end on with a downward inflection.

Say What time is the meeting? once with voice raising at the end and one with voice ending with a downward inflection.

Small Talk Openers


Compliment, weather, food, current event I love your______. Is it a family heirloom?

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

Ask, listen, elaborate with matching experience, Ask again

Be more interested than interesting

Small Talk Break-Away

u u

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.

Etiquette at Business Meetings: Starting the Meeting

Ask new members of group to introduce themselves. Ask historical members to give their names and positions. Preview the agenda and set a time limit for each item, including time at the end of the meeting to come back to issues.

Etiquette at Business Meetings: Ending the Meeting

Summarize agreed upon actions, responsibilities and timing, later written as minutes and distributed to relevant parties. Thank group and guests for their time and contributions.

Correspondence Etiquette
u u

u u u u u

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 todont 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 use dont send anything you wouldnt want to see in public

Telephone manners
u u u u u u u u u

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


u u u u u u

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
u u

u u u

u u

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

u u

u u u

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

u u u

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

Business Communication
Telephone calls Notes of Appreciation Phone Calls and Voice Mail Beepers, Cellular Phones and Portables

Telephone Etiquette

Identify yourself and your company. Ask the person if he or she has time to talk. Make calls during normal business hours. Return calls the same day. Never put someone on hold without asking permission. Dont do other work while on the phone Be courteous of others when screening calls.

General Dos and Donts

Outline points you want to make prior to placing a call. If your party is not there, leave a brief message and request a telephone appointment. If your party answers, identify yourself, stick to your outline and thank the person at the end of the call.

Voice Mail
Identify yourself and your return number immediately. Be brief and to the point. What you want, why it is of mutual interest, details, next steps. Leave return number again. Record your own concise outgoing message. Make sure you sound upbeat and optimistic

Your voice mail recording

Start with an upbeat greeting Indicate how the caller can get a response Close on a positive note (Make it a great day!) Do not have

a cute message background music a long introductory comment before the beep

What are the differences in impressions you make when you use each of the following media: voice mail message e-mail message business letter telephone call impact of
normal call speaking from or to a speaker phone call waiting interruptions

Beepers, Cellular Phones and Portables

Limit the use. Put on vibrate or silent.

Meeting Etiquette
Before the meeting Starting the meeting After the meeting

Etiquette at Business Meetings: Before the Meeting

Arrive early to make sure meeting room is set up correctly. Put agendas in place. Stand near the door to thank each person who arrives. Ask what issues are of particular interest to them. Introduce new members to existing members

Sustained perception
All Four Elements are Important Attitude Integrity & Trust: Always Doing the Right Thing Civility Self Discipline

Be positive about yourself, your work, your boss, peers, coworkers, customers, suppliers, and company

- Telling the truth - Doing what you say you will do, reliability



Making priorities and organizing time in terms of those priorities. Putting the important ahead of the easy.


Understanding Office Protocol

Treat Others the Way You Want to be Treated Extending Greetings Nurturing Your Colleagues Overcoming Gossip Handling Rivals Accepting Criticism Graciously