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Business Etiquette 101

Preparing Students for the Real World

The Agenda
Career Preparation Creating a Resume and Cover Letter Interviewing Etiquette Social Etiquette Dining with Style and Grace Communicating with the Industry

Career Preparation

Why Prepare?
Its a jungle out there..

Competition is strong, and the way we present ourselves is under closer examination more than ever before.

Preparing for Work

Positive Thinking start your preparation for work now, by developing a positive attitude about life. Getting Started Obtain literature, read books on career advice, find out who your local employers are. Complete career awareness assessments to determine what you may be good at. Leisure interests activities and interests outside of your studies may help direct you into a career.

Defining your Ideal Job

Eight Factors to consider: Which skills do you want to use? What special knowledge do you have? What kind of people do you want to work with? What kind of work environment do you prefer? Where do you want your next job to be? How much money do you want to make? How much responsibility are you willing to accept? What things are important to you?

Starting out
The Basics the best jobs are obtained by those who plan, get themselves organized and then act. It takes time and practice. Vacation and part-time work get work experience. Employers prefer someone who has positive work experience. Choosing your employer select one that can provide a valuable learning experience. Tracking down the right job approach jobs of interest regardless if an opening is available.

What do Employers Want?

Creating a Powerful Resume and Cover Letter

Why is a Resume so Important?

Organizes your thoughts. Helps you recognize skills and interests. Makes you feel good about yourself. Markets your functional skills better. Turns your education into a career reality. Helps you achieve your goals.

What Can a Resume Help You Do?

Apply for summer and part-time jobs Apply for colleges and for scholarships Apply for internships Find mentors Get References Apply for community service Distribute at job fairs Network

Creating your Resume

Your Contact Information Your Goal or Objective Education and Academics Skills Honors and Awards Activities Workshops, Seminars and Related Programs Internships, Work-Study Programs and Tech Prep Programs Service-Learning and Volunteer Experiences Work Experience

Andy G. Tabori 108 North Cliff Avenue Reno, NV 99999 (555) 555-0000 Objective Seeking an internship in the field of culinary arts and the hospitality industry.

Contemporary Style Resume

Education May 2003

Reno High School, Reno, NV. Expect to graduate

ProStart- Becoming a Foodservice Professional Program Major Courses: Restaurant Management Food Preparation and Baking Purchasing Menu Planning Inventory Control Sanitation

Skills Food Preparation, Sanitation, Menu Development and Implementation, Promotional Sales, Catering, Banquet Preparation and Service, dining Room Service, Bakeshop Production Hold Servsafe Serving Safe Food Certification Good communication Skills; bilingual Spanish/English Computer literate (PC and Mac) Experience Reno High School Cafeteria 2001-current Cafeteria Cook, Assist cooks with food preparation; maintain salad bar; work as server and dishwasher as needed. Kingsways Inn, Reno, NV Summer 2001 Banquet Assistant. Assisted with food preparation for banquets and full-service meals. Assisted chef with menu planning, buying and inventory control. Maintained sanitation in kitchen. St. Andrews Catholic

Church, Reno, NV

Summer 2000
Handyman, Performed

grounds maintenance and janitorial duties.

Cover Letter Goals

Makes employers want to look at your resume Gets potential employers interested in you. Impresses them with your experience and skills related to a job opening. Shows your interest in their company and customers. Shows that you are dependable, professional and determined Asks for an interview or indicates the job seekers follow-up plan.

Creating The Cover Letter

Your name & address Date Contact Persons Name and Address Salutation Opening Paragraph Middle Paragraphs Contact Information and Closing

Opening Paragraph
(Attention and Interest)
Classified Advertisement
I read your advertisement in the Chicago Tribune for a Hostess on Sept. 28, 2002

Unsolicited Mailing
I would like to apply for a position as a Hostess with Prime Rib Depot. I am seeking a summer position where I can use my communications skills and work with the public.

The Internet
I am sending my enclosed resume as an application for the Hostess position with your company. I found the opening listed on your Web site. I am seeking a position where I can use my communications skills and work with the public.

I was referred to you by Mike Thomas, who is my neighbor. He tells me that you frequently hire dependable, hard working high school seniors at your restaurant. Currently, I am seeking a summer internship where I can use my communications skills and work with the public.

The Middle Paragraphs


#1 - Summary of your background and critical skills (hard skills) to show you are a match for the position.
As my resume indicates, I am active in the culinary arts program and the school caf at my high school. I recently was the silver medal winner at the state Student Invitational. I maintain a 3.0 average and worked 10 hours per week during the school year.

#2 A persuasive paragraph with a few soft skills.

If you are seeking a dependable, hard-working, and friendly young person to work as a hostess for the summer, I would like to be considered.

Info about you Date

Jennifer Dean 3135 High Low Road Hilltop, IL, 69504 December, 3, 2002 Ms. Jane Howard General Manager Prime Rib Depot 344 Center Street Chicago, IL 60554 Dear Ms. Howard, I was referred to you by my neighbor, Tom Williams, who told me about your restaurant. I will be graduating from Stamford High School in May and would like to be considered for a hostess position. I will have competed ProStart, a culinary and restaurant management program, and am skilled in food preparation and customer service. My work history includes part time positions at fast food restaurants as well as a hostess at a casual diner. If you are interested in hiring a dependable, hard-working,and friendly young person to work this summer, I would like to be considered.

Contact Person

Opening Paragraph

Middle Paragraphs

Contact Information and closing

I am available afternoons at (000) 000-000 after 4 p.m. I will be available for an interview at your convenience. Thank you for your time.
Sincerely, Jennifer Dean Enclosure: Resume

Problem with e-mail is that your tone can easily be misunderstood Always read your email before it goes out. Dont forget the rules of spelling and grammar. Never omit a greeting and/or closing. Never use ALL CAPITALS.

Interviewing Etiquette

The Perfect Candidate

A complete application Personal appearance Answering questions completely Consistent work attendance Positive attitude and behavior Good interpersonal relations Completing tasks efficiently

Pre-Interviewing Courtesies
Acknowledge your acceptance. Do your homework on the company. Prepare your questions. Make sure you know how to get to the interview location Coordinate your wardrobe and portfolio. Look your best. Be 10 minutes early.

Making a good First Impression

The way you dress is the single biggest nonverbal communication you make about yourself. Your dress conveys success, trustworthiness, intelligence and suitability. Lean towards the conservative side of style. Avoid loud colors and printed fabrics Make sure your clothes are nicely pressed. Bring an extra tie, shirt or pantyhose just in case.

What should I wear? I Dont Think So !!

Clothing Tips for Men

Conservative 2-piece dark suit, navy blue or medium to dark gray. Long sleeved blue or white shirt. Silk tie complimenting in color or style Black dress socks Dark polished shoes and matching belt Jewelry No bracelets, earrings or large rings.

Dress for Success

Clothing Tips for Women

Dark conservative suit. Two piece 1 or 2 button jacket and knee length skirt. White or light colored long sleeved blouse that is not low cut or sheer. Black well polished shoes with 1 to 1 inch heels. Natural tone or sheer black pantyhose. Limited conservative jewelry.

Dress for Success

Body Language
Dos Make frequent eye contact Smile Take notes Smile Nod frequently Smile Keep you hands out of your pocket

Donts Slouch Cross you arms Tap your feet Clear your throat repeatedly Bite your lips or nails

The Interview
The Application The Greetings the handshake, the names The Chit Chat The Core the interviewing questions The Questions - Have your questions ready! The Close What happens next?

Filling in the Blanks

Filling out an Application Form

Follow Directions. Dont leave any blanks. Be neat. Be prepared. Provide positive information about yourself. Avoid negative information about yourself.

Post Interview
Ask for their Business Card. Reflect on how your interview went. Write down important discussion points. Write a thank you letter. Follow up with a phone call.

Social Etiquette

Meeting and Greeting

Who introduces who?
Traditionally, a man is always introduced to a woman. Not necessarily in business. Highest person of rank is mentioned first. Remember: Big, may I introduce Small. A younger person is always introduced to an older person It is helpful to include the persons title Always state your name.

Tricks for remembering names

Repeat the persons name a few times to yourself after youre introduced. Use the persons name immediately in the conversation after an introduction. Immediately introduce that new person to someone else you know. Jot down the persons name

Mastering the Handshake

The Pull-In

The Two-Handed Shake

The Topper

The Finger Squeeze

The Bone Crusher

The Palm Pinch

The Limp Fish

The Proper Handshake

Firm, but not bone-crushing Lasts about 3 seconds May be "pumped" once or twice from the elbow Is released after the shake, even if the introduction continues Includes good eye contact with the other person Hold your drink in your left hand to avoid a cold, wet handshake

Posture and Poise

The Etiquette Survival Kit For Teens

What is Diversity?

What are some examples of human diversity?

Age Race Ethnicity Culture Gender Sexual Orientation

Marital status Physical status Economic class Education Religion Political Ideology

Conflict in the Workplace

Stereotyping Disrespect Generalizations Lack of Awareness

Benefits of being Culturally Sensitive People respect you Less conflict Problems are easily solved Business is more successful meaning more job security

Asian Cultures
Japanese The bow symbolizes respect and humility. The ok sign is a symbol for money. The business card treat it with respect. Very punctual. It is rude to be late to a business meeting.

Chinese Opening a gift in front of the giver signifies the gift is more important than the giver. The triangle is considered a negative shape.
Thai Never touch the head or pass an object over the head the head is considered sacred in Thailand. Never cross your legs in the presence of an older person.

European and African Cultures

In Great Britain, the napkin is a childs diaper. They call it the Serviette. In France, the ok sign means zero. In Germany, first names are seldom used when doing business. In Germany, gifts are rarely exchanged and are usually not appropriate. The number 7 is considered bad luck in Kenya and good luck in Czech Republic. In Bulgaria, a nod means no and shaking you head means yes. In some African countries, the color red represents witchcraft and death.

Middle Eastern Cultures

Never, never eat with your left hand. Never sit in a position that displays the sole of your foot to an Arab, especially women. Never ask a businessman about his wife or other female members of his family. Famous for their hospitality. The coffee ritual.

South America
Much more relaxed attitude toward time. In Brazil, the A-OK gesture means up yours (to be polite).

Respecting Gender and Sexual Differences

Best Rule of thumb - Never make jokes or snide remarks about gender or sexual preference. What people do in their private lives is exactly that : Private.

Respecting Physical Differences

Dont stare or avert your gaze. Avoid using words such as handicapped, crippled and invalid Avoid using healthy and normal to refer to those without disabilities. Talk to everyone in a medium tone of voice. Helping someone is discouraged, unless given permission to do so.

Dining with Style and Grace

Knowing table etiquette will put you at ease.

Your Basic Place Setting

The Formal Dinner Table Setting

Where do I start?

Basic Table Manners

Lets get seated Proper napkin use Ordering from the menu Minding your posture Excusing yourself

Dining Skills for Teens

Lets watch them in action!

The Etiquette Survival Kit For Teens

Working with your local restaurant managers

Making a Connection!
Use your business etiquette skills. Managers are usually very busy during lunch, so try to call mid-morning or mid- afternoon. Call the manager and schedule a time to visit him/her at their restaurant. Be early. Bring competency checklist, ProStart Program materials and student photos. Know your state child labor laws. Keep your visit brief and to the point.

What else?
Invite the manager to your classroom to talk to your students. Ask if they would provide a field trip experience for your class. Invite local managers to see your students in action. (Class caf or restaurant) Ask businesses for equipment donations.

Good Luck! Any Questions?