Business etiquette establishing rapport

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Business etiquette establishing rapport

  1. 1. Hungary 4th February, 2014
  2. 2. Etiquette is an unwritten rule synonymous with manners 2
  3. 3. Etiquette is variously defined as – Politeness – Consideration – Thoughtfulness – Good manners & behavior It is treating others as you would like to be treated with consideration, thoughtfulness & courtesy. 3
  4. 4. You only have ONE opportunity to make a good first impression When meeting someone, shake their hand firmly, look directly into their eyes, and say their name in your mind three times. 4
  5. 5. Words only account for 7% of an initial impression. Vocal quality accounts for another 38%. The rest of 55% of any first impression is based on non-verbal perceptions of appearance and behavior. 5
  6. 6. To gain and increase respect, first establish your presence in a room, then smile. 6
  7. 7. Construct an introduction that is interesting and catchy, yet still professional Think of it as a one or two sound bite commercial A sound bite, the length of time available in television to engage viewers' attention before they tune out, has decreased to 7 seconds currently because we are all so overexposed to visual and oral stimuli. 7
  8. 8. Those few seconds you "shake" can empower or weaken a relationship Handshake types •Controller •Sandwich •Dead Fish •Limp Fingers Ingredients of a Good Handshake Hold the person's hand firmly. Shake web-to-web, three times maximum. Maintain constant eye contact. Radiate positive aura. 8
  9. 9. Make it and keep it! When to look Begin as soon as you engage someone in a conversation. Where to look Imagine an inverted triangle in your face with the base of it just above your eyes. The other two sides descend from it and come to a point between your nose and your lips. That's the suggested area to "look at" during business conversations. How long to look It is suggested about 80 - 90 percent of the time. 9
  10. 10. The most important point about introductions is to make them Failing to do so causes embarrassment and discomfort. 10
  11. 11. • In business, introductions are based on power and hierarchy • Gender plays no role in business etiquette; nor does it affect the order of introductions. • Introduce someone from your firm to a client or customer. • Introduce a junior executive to a senior executive. • As you say each of the individuals' names, look at him or her. • The way you respond to someone else's introduction is just as important as making the introduction • Always stand for introductions and offer your hand. 11
  12. 12. • Confess and express sincerity and warmth. Say: „I am so sorry. I have completely blanked on your name.” • Ask the person to please repeat his or her name. • Ask the person how he or she prefers to be addressed. • Try „The set up”. Send a set up person tover to introduce himself and then report back to you. 12
  13. 13. • Never leave your home or office without your cards and plenty of them. • Keep your cards in a quality business card case that protects them from wear and tear. • Invest in quality business cards. • Know where your business cards are at all times. • Hand them out with discretion. Never assume someone wants your card, ask first! • Never ask a senior executive for his or her card ; many will exchange cards with others of similar rank. 13
  14. 14. • Give and receive cards with your right hand–the hand of discretion. • Give the card so the person who is receiving it can read it without having to turn it around. • Always make a comment about a card when you receive it. • Keep your business cards up to date. • Don't write notes to yourself on someone else's business card during the exchange unless they appear relevant. 14
  15. 15. After introduction, you’ll need a small talk Small talk topics should be light and unemotional Small talk makes people comfortable before business or a serious conversation begins 15
  16. 16. 16
  17. 17. Good small talk is like the tennis game. Someone receives the ball, answers a question, and then hits the ball, asks a question. The goal is to keep the conversation alive. 17
  18. 18. Conversational skills can be acquired if we are willing to do some preparation: • Look the person up on LinkedIn to find out about his or her interests and achievements • Arm yourself for conversation: you need topics and materials to discuss so keep yoursel up-to-date on current issues • Use „safe” topics 18
  19. 19. • The weather: it affects us all • A good book: this is a sign of an intelligent, aware, curious individual which will reflect well on you. • Transportation: We all have direct experience. • Your surroundings: This can be anything from the actual room or to the city itself. • Sports 19
  20. 20. Do not ask about: •religious beliefs •financial situation •any illness •details about a divorce or an affair •someone's weight, height, shoe size, age or mental health. •harmful gossip; and •telling racial, ethnic, and sexually oriented jokes 20
  21. 21. • First, observe. Your small talk will be more effective if you take the time to look for the best possible icebreaker. • Stay safe. • Ask open-ended questions. • Make strong eye-contact, the key indicater of your interest and respect. • Be aware of your body language revealing how you really feel. 21
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