Business Etiquette 101


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Here is a presentation that I put together to cover just a few items about etiquette in the business world

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  • Listening is something we do often without thinking
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  • Business Etiquette 101

    1. 1. Business Etiquette 101 Jeff Zaret National Processing Solutions [email_address] 937-260-2990
    2. 2. Principles understanding all etiquette: the Golden and Platinum rules <ul><li>Golden: Treat others as you would like to be treated </li></ul><ul><li>Platinum : Treat others as they would like to be treated </li></ul>
    3. 3. Perception Equals Reality <ul><li>Two Stages: </li></ul><ul><ul><li>Initial Perception— (Immediate) </li></ul></ul><ul><ul><li>Sustained Perception— (Over Time) </li></ul></ul>
    4. 4. Initial and Sustained Perception <ul><li>Initial Perception Sustained Perception </li></ul><ul><li>Presence Personal Substance </li></ul><ul><li>  Appearance & Professionalism </li></ul><ul><li>  Manner & Style  Attitude </li></ul><ul><li>  Etiquette  Integrity </li></ul><ul><li>  Awareness  Civility  Work Ethic & Discipline </li></ul><ul><li>Presentation </li></ul><ul><li>  Listening and Interpersonal Skills </li></ul><ul><li>  Meeting Skills </li></ul><ul><li>  Business Meals </li></ul><ul><li> </li></ul><ul><li> </li></ul><ul><li> </li></ul>
    5. 5. Presence: <ul><li>APPEARANCE </li></ul><ul><li>MANNER & STYLE </li></ul><ul><li>ETIQUETTE </li></ul>
    6. 6. Presence <ul><li>People begin to evaluate us before any words are ever spoken </li></ul><ul><li>Who you are speaks so loudly I do not hear what you say--Emerson </li></ul>
    7. 7. Appearance <ul><ul><li>Handshaking </li></ul></ul><ul><ul><li>Dress </li></ul></ul><ul><ul><li>Grooming </li></ul></ul><ul><ul><li>First words </li></ul></ul><ul><ul><li>Listening </li></ul></ul><ul><ul><li>Introduction Style </li></ul></ul><ul><ul><li>Voice </li></ul></ul><ul><ul><li>Name Recognition/Recall </li></ul></ul>
    8. 8. Handshaking Exercise <ul><li>Pumper </li></ul><ul><li>Dead Fish </li></ul><ul><li>Squeezer </li></ul><ul><li>Two handed </li></ul><ul><li>Equal, with direct eye contact </li></ul>
    9. 9. Dress <ul><li>“ The way you dress affects the way you are perceived, and the way you are perceived, is the way you are treated.” </li></ul><ul><li>- Buck Rodgers </li></ul><ul><li>Former VP of Marketing, IBM </li></ul><ul><li>Author of The IBM Way </li></ul>
    10. 10. Presence <ul><li>DRESS </li></ul><ul><li> * Does Dress Impact Decision on Interviews? </li></ul><ul><li>Yes – 93% No – 7% </li></ul><ul><li>* Does Dress Impact Promotion Potential? </li></ul><ul><li>Yes – 96% No – 4% </li></ul>
    11. 11. Grooming <ul><li>Neatly trimmed hair </li></ul><ul><li>Light perfume or cologne </li></ul><ul><li>Clean and trimmed fingernails </li></ul><ul><li>Limited jewelry </li></ul><ul><li>Concealed tattoos; no visible body jewelry </li></ul><ul><li>Polished shoes </li></ul><ul><li>Stockings without runs </li></ul><ul><li>Belts on pants; socks that match belt color </li></ul>
    12. 12. Mental Rehearsal <ul><li>Before you enter a situation, visualize what you are going to say and do—and then mentally rehearse how you believe your audience will respond. </li></ul><ul><li>At the same time, visualize what your audience’s most preferred communicator would be saying and doing </li></ul>
    13. 13. Make your first words count <ul><li>Ask yourself, “What would the other person like to hear me say first?” </li></ul><ul><li>This will allow you to say something that will show you see things from the other person’s point of view. </li></ul><ul><li>Exercise : compliment someone at the table about something you know to be important to them. </li></ul>
    14. 14. Interaction: Listening Skills <ul><li>How do you know someone is listening to you? </li></ul><ul><li>How do you feel when you know someone is listening to you? </li></ul><ul><li>How do you describe a person who is listening to you? </li></ul>
    15. 15. Interaction: Listening skills <ul><li>How do you know someone is ignoring you? </li></ul><ul><li>How does it make you feel when you are ignored? </li></ul><ul><li>How do you describe a person who has ignored you? </li></ul>
    16. 16. Introducing Yourself <ul><li>Hi, I’m Jeff Zaret (vs. Mr, Ms, or Dr) </li></ul>
    17. 17. Introducing yourself to a secretary <ul><li>Hello. My name is Jeff Zaret. I am here for a 1 o’clock appointment with Mr. Jones. </li></ul>
    18. 18. Introductions <ul><li>Mention authority figures first and introduce others to them. </li></ul><ul><li>Introduce a younger person to an older person. </li></ul><ul><li>Always stand up. </li></ul><ul><li>Always shake hands. </li></ul>
    19. 19. Introduce lower ranking person to higher ranking person. Include useful information <ul><li>Claye Mathile, may I introduce Bob Smith, our new assistant director of diversity. He recently earned his MA in Human Resources The Ohio State University. </li></ul>
    20. 20. Interactive Moment <ul><li>In groups of 3-4, introduce each member of the group to one another. </li></ul>
    21. 21. Speak with Authority <ul><li>Even when asking questions, have your voice end on with a downward inflection. </li></ul><ul><li>Say “What time is the meeting?” once with voice raising at the end and one with voice ending with a downward inflection. </li></ul>
    22. 22. Remembering Names <ul><li>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. </li></ul><ul><li>Prefer the formal to the informal, especially with older and higher ranking people </li></ul><ul><li>Avoid saying, “I’m sorry, I have forgotten your name” Instead, say “Help me out, your name was on the tip of my tongue ….. </li></ul>
    23. 23. Business Communication <ul><li>Phone Calls and Voice Mail </li></ul><ul><li>Pagers, Cellular Phones and Portable Devices </li></ul><ul><li>Notes of Appreciation </li></ul><ul><li> </li></ul>
    24. 24. Telephone Etiquette <ul><li>Identify yourself and your company. </li></ul><ul><li>Ask the person if he or she has time to talk. </li></ul><ul><li>Make calls during normal business hours. </li></ul><ul><li>Return calls it a timely matter. </li></ul><ul><li>Never put someone on hold without asking permission. </li></ul><ul><li>Don’t do other work while on the phone </li></ul><ul><li>Be courteous of others when screening calls. </li></ul>
    25. 25. General Do’s <ul><li>Outline points you want to make prior to placing a call. </li></ul><ul><li>If your party is not there, leave a brief message and request a telephone appointment. </li></ul><ul><li>If your party answers, identify yourself, stick to your outline and thank the person at the end of the call. </li></ul>
    26. 26. Conference Calls <ul><li>Prepare </li></ul><ul><li>Be respectful </li></ul><ul><li>Be inclusive </li></ul><ul><li>Keep moving </li></ul><ul><li>Get commitments </li></ul>
    27. 27. Voice Mail <ul><li>Identify yourself and your return number immediately. </li></ul><ul><li>Be brief and to the point. What you want, why it is of mutual interest, details , next steps. Leave return number again. </li></ul><ul><li>Record your own concise outgoing message. Make sure you sound upbeat and optimistic </li></ul>
    28. 28. Your voice mail recording <ul><li>Start with an upbeat greeting </li></ul><ul><li>Indicate how the caller can get a response </li></ul><ul><li>Close on a positive note (Make it a great day!) </li></ul><ul><li>Do not have </li></ul><ul><ul><li>a cute message </li></ul></ul><ul><ul><li>background music </li></ul></ul><ul><ul><li>a long introductory comment before the beep </li></ul></ul>
    29. 29. Pagers, Cellular Phones and Portable devices <ul><li>Limit the use. Put on vibrate or silent. </li></ul>
    30. 30. Notes of Appreciation <ul><li>Thank You </li></ul><ul><li>Letter of Commendation </li></ul><ul><li>Memos of Recognition </li></ul>
    31. 31. Ice Breakers <ul><li>When visiting an office, pay attention to how the office is decorated. Look for clues that will allow you to compliment the other person on something non-controversial </li></ul><ul><li>Avoid politics, religion, how much you earn, or negative communication such as comments about a company or people </li></ul>
    32. 32. Meeting Etiquette <ul><li>Before the meeting </li></ul><ul><li>Starting the meeting </li></ul><ul><li>During the meeting </li></ul><ul><li>Ending the meeting </li></ul>
    33. 33. Etiquette at Business Meetings: Before the Meeting <ul><li>Arrive early to make sure meeting room is set up correctly. Put agendas in place. Provide for drinks and a light snack. </li></ul><ul><li>Stand near the door to thank each person who arrives. Ask what issues are of particular interest to them. </li></ul><ul><li>Introduce new members to existing members </li></ul>
    34. 34. Etiquette at Business Meetings: Starting the Meeting <ul><li>Ask new members of group to introduce themselves. Ask historical members to give their names and positions. </li></ul><ul><li>Preview the agenda and set a time limit for each item, including time at the end of the meeting to come back to issues. </li></ul>
    35. 35. Etiquette at Business Meetings: During the Meeting <ul><li>Ask non-contributing members if they’d like to add their perspectives. </li></ul><ul><li>Note: Interestingly, research shows talkative members welcome the comments of others—and shy members value inclusion in the conversation. </li></ul>
    36. 36. Etiquette at Business Meetings: Ending the Meeting <ul><li>Summarize agreed upon actions, responsibilities and timing, later written as minutes and distributed to relevant parties. </li></ul><ul><li>Thank group and guests for their time and contributions. </li></ul>
    37. 37. Understanding Office Protocol <ul><li>Treat Others the Way You Want to be Treated </li></ul><ul><li>Extending Greetings </li></ul><ul><li>Nurturing Your Colleagues </li></ul><ul><li>Overcoming Gossip </li></ul><ul><li>Handling Rivals </li></ul><ul><li>Accepting Criticism Graciously </li></ul>
    38. 38. Test Your Business Etiquette <ul><li>Social and business etiquette can be tricky, and making the right moves can make a big difference. Take this quiz and see how you fare in the following business situations. </li></ul><ul><li>Your boss, Ms. Alpha, enters the room when you're meeting with an important client, Mr. Beta. You rise and say &quot;Ms. Alpha, I'd like you to meet Mr. Beta, our client from San Diego.&quot; Is this introduction correct? </li></ul><ul><li>NO </li></ul><ul><li>At a social function, you meet the CEO of an important corporation. After a brief chat, you give him your business card. Is this correct? </li></ul><ul><li>no </li></ul>
    39. 39. <ul><li>You answer the phone for a peer who's available, and ask &quot;Who's calling, please?&quot; Are you correct? </li></ul><ul><li>NO </li></ul><ul><li>You're entering a cab with an important client. You position yourself so the client is seated curbside. Is this correct? </li></ul><ul><li>YES </li></ul><ul><li>You're hosting a dinner at a restaurant. You've pre-ordered for everyone and indicated where they should sit. Are you correct? </li></ul><ul><li>YES </li></ul><ul><li>A toast has been proposed in your honor. You say &quot;thank you&quot; and take a sip of your drink. Are you correct? </li></ul><ul><li>NO </li></ul>
    40. 40. <ul><li>You're in a restaurant and a thin soup is served in a cup with no handles. To eat it you should: </li></ul><ul><li>pick it up and drink it </li></ul><ul><li>use the spoon provided </li></ul><ul><li>eat half of it with a spoon and drink the remainder </li></ul><ul><li>You're at a dinner and champagne is served with the dessert. You simply can't drink champagne yet know the host will be offering a toast. Do you: </li></ul><ul><li>tell the waiter &quot;no champagne&quot; </li></ul><ul><li>turn over your glass </li></ul><ul><li>ask the waiter to pour water into your champagne glass instead </li></ul><ul><li>say nothing and allow the champagne to be poured </li></ul><ul><li>You're at a table in a restaurant for a business dinner. Midway through the meal, you're called to the telephone. What do you do with your napkin? </li></ul><ul><li>Take it with you </li></ul><ul><li>Fold and place it to the left of your plate </li></ul><ul><li>Loosely fold it and place it on the right side </li></ul><ul><li>Leave it on your chair </li></ul>
    41. 41. <ul><li>You're hosting a dinner party at a restaurant. Included are two other couples, and your most valuable client and his wife. You instruct the waiter to: </li></ul><ul><li>serve your spouse first </li></ul><ul><li>serve your client's spouse first </li></ul><ul><li>serve you and your spouse last </li></ul><ul><li>You're invited to a reception and the invitation states &quot;7:00 to 9:00 PM.&quot; You should arrive: </li></ul><ul><li>at 7:00 PM </li></ul><ul><li>anytime between 7:00 PM and 9:00 PM </li></ul><ul><li>between 7:00 PM and 7:30 PM </li></ul><ul><li>go early and leave early </li></ul><ul><li>You're greeting or saying good-bye to someone. When's the proper time to shake their hand? </li></ul><ul><li>When you're introduced </li></ul><ul><li>At their home </li></ul><ul><li>At their office </li></ul><ul><li>On the street </li></ul><ul><li>When you say good-bye </li></ul>
    42. 42. For Questions Please Contact: Jeff Zaret National Processing Solutions [email_address] 937-260-2990