“Expected behaviors and expectations for individual actions within society, group, or class. 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.”Read more: http://www.businessdictionary.com/definition/business-etiquette.html#ixzz2Nt7N6xhQPresenting yourself with “polish”Being comfortable around people (and making them comfortable around you!) Your behaviour – directed by the professional status of the person(s) you are connecting withGenderless - key difference betweenbusiness and social etiquetteNote – may be cultural differences
Introduce the person in the more junior position to the person in the more senior position first.
Nametags, if worn correctly on the RIGHT lapel will help reinforce the person’s name/title
Additional tips:Study how people interact in your workplaceUntil you know the person well, it’s better to keep your answer short and positive
Turn off your cell phone in meetings, business lunches and other professional eventsIf you initiate a conference call, introduce everyone participating (unless they already know each other)Do not hide behind voice-mail – answer as many calls as you can otherwise ensure your voice-mail message clearly states your name and your availability to respond to calls
If you would not contact a more senior level person by phone, also do not contact them by fax or e-mail – go through their intermediaries.
Faxes should always include a
Indicate that this is the most basic/standard layout for an e-mail signature Could add company logo to e-mail signature Could add LinkedIn URL, Twitter handle, etc.
Ask participants to write an e-mail for the same purpose, but with a different recipient (5 minutes max). The tone of the two e-mails should be different. Recap differences between formal e-mails and more conversational e-mails.
Short, professional and to the pointUse company letterhead unless you are writing a personal thank-you note - this should be hand written on a note card
Here are four tips for dressing professionally on the job:• Stock your closet -- Start with the versatile basics, such as a pair of black pants, a dark pant suit, some button-down collared shirts and a classic pair of dark shoes. Once you have the staples, you can continue to build your wardrobe to give you plenty of professional options.• Keep it neat and clean -- Make sure your pants, shirts and other clothes are ironed, stain-free and in good condition. When your clothes look sloppy, so do you.• Steer clear of bar attire -- Don't mistake the office for your local watering hole. Leave the slinky shirts, tight pants and cut off t-shirts at home.• Look the part -- Have a client presentation or a meeting with the CEO? Dress for the part, making sure you choose appropriate articles of clothing for your role.
Presentations or big meetings – best to stick with Business Professional Dress codesInterviews – better to overdress than underdresCorporate offices – usually darker suits, crisper/neater. But consider office dress codes and things like tax season, etc.Creative Offices – usually more laid back in dress code but you should still dress business casually and note dress code.Causual Fridays – some companies will have it. Usually, it means “business casual Fridays”.Ie. Pick materials that will keep you cool in summer, warm in winter. Ladies should consider having extra shoes for the office in winter. Etc.
As an activity, could ask students what they notice about business formal dress before giving guidelines below.Business Attire: Matching Dark suits (black/navy) with shirt and tie for men. Dressy shoes. Skirts with blazer, blouse acceptable for women. Pencil skirts of reasonable length (ie. From knee) and downwards). Also, don’t show cleavage or anything see-through. Make sure pantyhose is not ripped. Mid-to high heals.You can tier down in dress code. Ie. Matching black blazer and pants with white or light blue shirt, dress shoes for business presentation. Black blazer with grey pants/skirts is a tier down. The materials you pick also indicate level of professionalism. *** General Tips ***Avoid excessive jewellry Avoid colognes/perfumes (many work environments discourage scents) Clothing should be pressed Be well-groomed: men (facial hair, hair, nails), women (hair, nails, avoid heavy makeup) Consider colour choice – i.e.) black, navy, grey, white vs. tan/beige, light blue, yellow, red, greenMen: Suit – matching coloured jacket and dress pants Pressed dress shirt Tie Dress shoesWomen: Most formal – matching skirt/suit OR can be matching jacket/pants Close toed shoes Panty hose with skirts
Business Casual: slacks/trousers and long/short sleeves for men. Women can wear skirts of more casual material. Length still applies. Sleeveless blouses MAY be okay but stick to short sleeves. NO SPEGETTI TOPS AND NO CLEAVAGE.
Casual Attire: MEN: Dark, untorn denim may be okay. Polos, button-downed pattern shirts are okay. Loafers or dressy shoes. Women: dark, un-torn denim, top with flats or heels. NO RIPPED JEANS, SNEAKERS, SHORT SKIRTS, TIGHT TOPS WITH CLEAVEAGE. DO not overdo the makeup and jewelry. Get used to wearing a watch.
If you find yourself in an international business arena whether at home or abroad, it is important to research prior to attending any business functionFamiliarize yourself with the country, its history, geography, politics, government, economics, customs, traditions, religion and national character of the guest(s) you are hosting or with whom you will be the guestNote that customs and norms can be changeable, also from one region of the country to another
Location: POD 60Phone: (416) 979 – 5177Email: firstname.lastname@example.orgHours: Mon – Thu 8:30 am – 6:30 pm/Fri 8:30 am – 4:30 pm
Career Development Workshops Get Ready Get Set GO Know yourself and what you Present yourself with style Make your move want• Discover Your Career • The “Wow” Factor: Resumes • Job Search Strategies that Passion & Cover Letters that stand Maximize Results out• Pinpointing Resources for • Interview Techniques that • Leveraging Social Media for Career Planning Land the Job Your Job Search • Grad School Application • LinkedIn: Developing Career Essentials Connections & Effective Profiles • Keep It Pro: Business • Make it a Breeze: Etiquette & Dress Transitioning from School to Work • Don’t Slurp the Soup! Tips for Dining Etiquette Success • Showing Achievements: Crafting an Engaging Portfolio
Agenda1. What is business etiquette?2. Introductions3. Handshakes4. Speaking Professionally5. Correspondence • Phone • Fax • E-mail • Business Letters6. Meetings and Presentations7. Dress for Success8. International Business Etiquette
IntroductionsIntroductions - From junior position to more senior positionE.g.) “Elena, I’d like you to meet our Manager, Mr. Merilo.”[Mr. Merilo, this is Elena Tavares, our new receptionist.]Use person’s full name and title:E.g.) “Have you met our newresearcher, Dr. Marie Pierrefonds”?Allows her to say “Please call meMarie” if she prefers
HandshakesSets stage for ongoing,positive encounter:• Greeting• Firm handshake• Direct eye contactThe host typically offerstheir hand for a handshakeNametags• Worn on RIGHT lapel
ActivityIn pairs, introduce yourself to the other person andinclude a handshake and eye contact.“Hello, my name is ______ and I am studying ______ atRyerson University.”
Speaking Professionally Direct communication: Using Words to communicate • Open-ended vs. close-ended Q’s Indirect communication: Takes context of words into consideration • i.e.) Eye contact, posture, facial expressions, etc.
Speaking Professionally: Powerless to Powerful Phrases Powerless Powerful• I’m wondering if we could …? • Could we …?• I’m not sure about this, but we • We could … / Let’s … could • Let’s … / I suggest that we …• I suppose / I guess, perhaps • Please consider …• This may be only how I feel, • My question is … but … • My research shows that we• I guess my question is … should …• I’m not sure, but maybe we • In my opinion / I suggest … could
Speaking Professionally: Expressing FrustrationInstead of: You missed important details in your reportTry: Some important details are missing in this reportInstead of: You keep interrupting meTry: John, I’ll be interested in your input when I finish explaining myideasInstead of: Why didn’t you tell me you needed help?Try: Please ask me for help if something isn’t clear. My door is alwaysopenInstead of: That’s not going to workTry: That’s an interesting observation. My experience is …
CorrespondencePhone Fax E-mail Business Letters
Phone EtiquetteHow to speak well on thephone:• Speed• Loudness• Clarity• Friendliness• Energy• Smile• Show appreciation
Phone EtiquetteBeginning a business call:• Know reason for your call• Prepare required materials• Identify yourself• Be brief and stick to your point• Explain why you calledEnding a business call:• Summarize your call: • “To summarize, I will send you the document tomorrow, and we will discuss it on Wednesday, the 29th.”• Thank the other person and be positive
Phone EtiquetteLeaving effective voice messages:• State your name clearly• State date and time of your call• Summarize your message• Leave instructions about how you can be reached
Phone EtiquetteAdditional tips:• Turn off your cell phone• Conference calls • If you initiate – introduce everyone participating (unless they already know each other)• Voice-mail • Clearly state name and availability to respond to calls “Hello, you have reached Tim Liu in the Marketing division of Warner Lambert on Monday April 13. I am in meetings throughout the day. For immediate assistance please contact Rupa Rampersad at extension 4503.”
E-mail and Fax EtiquetteBest practices for contacting senior level management by fax or e-mail?
Fax EtiquetteCover page• Purpose of fax or action requested• Your name and contact information• Number of pages being transmitted
E-mail Etiquette• Short and to the point• Don’t send confidential info• Avoid jokes / offensive comments• Don’t type all in CAPS• Keep message neutral - Avoid multiple exclamation points and emoticons• Check spelling and grammar• Use clear language• Always use company e-mail address for business e-mail
Activity: E-mailWrite an e-mail asking for a meeting toorganize a previously discussed client lunch: 1. To a manager from another department involved with the lunch 2. To a close colleague, who is on your team and is also involved in organizing the lunch
E-mail EtiquetteWriting formal e-mail• Address the reader by title (Mr., Ms, Dr.)• Use formal, respectful language• Avoid contractions (use “you would” instead of “you’d”)• Use objective words and specific terminology• Close with your name and title
E-mail EtiquetteWriting conversational e-mail• Greet the reader informally by first name• Use a friendly but professional tone• Use some contractions and personal pronouns• Close with a brief and friendly salutation (regards) and your first name only
Business Letters• Short, professional and to the point• Use company letterhead unless writing personal thank-you• Avoid excess verbiage: Example) Instead of: “Please feel free to call me if you have any additional concerns, and I shall be happy to answer your questions” Try: “Please call me if you have any questions or need additional information”
Business LettersWriting a Business Letter• Use plain English instead of “business speak”• Use words and phrases that sound natural• Aim for clarity in technical languageExample)Business speak: awaiting yourinstructionsNatural language: please let me knowRemember to write concisely!
PresentationsHow to give a presentation:• Develop your topic• Add interaction• Create excitement with visuals• Use slides effectively• Meet and greet• Provide handouts or direct to websites• Speak effectively Practice, practice, practice!
MeetingsTips for being a good participant at meetings:• Respond promptly to a meeting invitation• Review agenda in advance• Be prepared – review topic and purpose of meeting• Bring reference and/or discussion materials• Listen and be open to new ideas. Respect other points of view• Take notes on areas of meeting that affect you
Dress for SuccessBusiness Formal Business Casual Casual
Dress for Success• Stock your closet• Keep it neat and clean• Steer clear of bar attire• Look the part
Dress for SuccessBe mindful of company dress codeand/or event. For example:• Presentation or big meetings• Interviews• Corporate offices• Creative offices• Business casual dress code• Casual dress code – e.g.) casual FridaysDress for the weather and seasons!
International Business EtiquetteResearch• Country• History• Geography• Government• Economics• Customs• Traditions, religion• National character
International Business EtiquetteThings to review before meeting:• What is valued in interactions • E.g.) saving/giving face, respect for elders/rankings, modesty, etc.• Scheduling • E.g.) holidays, favourable days, days to avoid
International Business EtiquetteFor a fun and informative learning experiencevisit: www.getcustoms.com *** Follow “Quizzes” link ***
Connect With Us! Contact Information:www.facebook.com/RyersonCDEC Location: POD 60www.twitter.com/RyersonCareer Phone: (416) 979 – 5177 Email: email@example.com/RyersonCareer Hours: Mon. – Thur. 8:30 am – 6:30 pm Fri. 8:30 am – 4:30 pm www.ryerson.ca/career