Business Etiquette  Seminar Series: <ul><li>Etiquette for First Time Introductions </li></ul><ul><li>By Social and Busines...
Presented By Constance Hoffman
Agenda <ul><li>Seminar Introductions </li></ul><ul><li>Introductions </li></ul><ul><ul><li>Listening & Communication Skill...
Social and Business Graces <ul><li>Business Etiquette </li></ul><ul><ul><ul><ul><li>In-person </li></ul></ul></ul></ul><ul...
Social  and Business Graces <ul><li>In Person </li></ul><ul><ul><li>Introductions </li></ul></ul><ul><ul><ul><li>Proper gr...
Social  and Business Graces <ul><ul><li>LISTENING & COMMUNICATION SKILLS </li></ul></ul><ul><ul><ul><li>Body language/Mann...
Social and  Business  Graces <ul><li>Through other communication channels </li></ul><ul><ul><li>EMAIL </li></ul></ul><ul><...
Social and  Business  Graces <ul><li>33 Most Important Email Etiquette Tips </li></ul><ul><li>Be concise and to the point ...
Social and  Business  Graces <ul><li>Cont. </li></ul><ul><ul><ul><li>Add disclaimers to your emails </li></ul></ul></ul><u...
Social and  Business  Graces <ul><li>Cont. </li></ul><ul><ul><ul><li>Do not copy a message or attachment without permissio...
Social and  Business  Graces <ul><li>Cont. </li></ul><ul><ul><ul><li>Don’t forward hoaxes and chain letters </li></ul></ul...
Social  and  Business Graces <ul><li>TELEPHONE </li></ul><ul><ul><ul><li>Office </li></ul></ul></ul><ul><ul><ul><ul><li>Co...
Social and Business Graces <ul><li>Thank you </li></ul><ul><li>310-210-6103 </li></ul><ul><li>www.learnsocialgraces.com </...
Social and  Business  Graces <ul><li>Social Skills </li></ul><ul><ul><li>Please and Thank You </li></ul></ul><ul><ul><li>G...
Things to Keep in Mind <ul><li>As always, be in tune with the culture, guidelines and common practices of the client and t...
Next Steps <ul><li>Next seminar in the series is Preparation for a Business Meeting Etiquette  </li></ul><ul><li>Have any ...
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Social And Business Graces Jc 061008[2]

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Etiquette of Introductions/Communication skills

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  • 1. Josie opens the session with an Introduction and explanation of the purpose of the WAYC Business Etiquette Seminar Series 2. Josie introduces Constance 3. Constance gives brief introduction of her background and gives a brief summary of the seminar
  • How *Firm, strong grip *Confident *Dry, not clammy or cold *Warm and enthusiastically *Eye contact *Smile, genuine When *All the time *A way to greet hello and *Congratulations say goodbye *When making introductions *A gesture of transmitting sympathy (you might want to hold the handshake for several seconds, then put your other hand on top of the two shaking hands) *Greeting someone with very arthritic hands or prosthesis, rather than taking his hand, put your right hand on his forearm or upper arm as a sign of a hello When not to shake hands *When the other person has his hands full *When the person you want to greet is someone much higher ranked than you and to whom you really have nothing to say. In this case, it would look pushy for you to rush up to shake his hand and introduce yourself *When the other person is eating in one hand and holding a drink in the other with no free hand to indulge in this exchange. A simple nod will do. Protocol *Upon entering a group of people, shake hands first with your host, then the other most senior people *Always shake hands with your host upon departure also *If you offer your hand, and the other person doesn’t see your extended hand or offer his hand to you, just draw back your hand and smile Final Points *Don’t hold cold beverages in your right hand. This way your hand is dry and warm *If you have a tendency to have clammy hands, simply give a quick swipe to your pant or skirts. Do so quickly and gracefully *No air kisses *A warm hug is acceptable between two people who have formed a friendship if it is desired by both parties, of either gender RISING FROM YOUR SEAT *No gender rules. Everyone stands. *If your seated and someone enters the room, you rise *If your hosting a table or part of the team hosting a table, clients are seated first NAMES: REMEMBERING/FORGETTING MIS-PRONOUNCING *State your name clearly and slowly *Practice associating names with something you will remember, it takes practice *Repeat a new name to your self several times after the introduction to help remember *Use your name in the introduction in case they don’t remember you. (example) “Hi Carol! Sue Smith, great to see you again.” *Introduce a lesser to a more important or senior person *Give information when you introduce someone *Remember to use titles when introducing people *If you forget someone’s name, admit it and ask them *If your last name is different than your spouses or child’s, communicate that to the person by politely correcting them *It is okay to correct an mis pronunciation, just smile and warmly state only to that person the revision (example)” Just thought you’d like to know that my name is Susan not Sue.” or, “Please, Call me Susan.”
  • 55% of communication is through body language/gestures and facial expressions 38% is voice intonation and dynamics 7% is the words we use We listen 10 times faster than we speak *Act interested *Ask questions *Treat the speak with respect BODY LANGUAGE *Don’t stand to close *Never back someone into the wall *Don’t cross your arms *Sit or stand attentively *Don’t let your eyes roam *Keep your legs still *Look at and face the speaker HOW TO MAKE SMALL TALK People love to talk, mainly about themselves, so ask *Comment about something they are wearing *Discuss something current in the news *If they are wearing a wedding band, ask about their spouse *At their desk, notice if there are pictures, items to ask about TOPICS To AVOID *Money *Health issues, yours and theirs *Personal history *Controversial Subjects such as politics, religion, abortion, *Rumors and gossip *Trite and overworked subjects *Your children, unless asked. We parents only find them interesting
  • Out of the 33 attached guidelines, we will discuss the following in more detail: 1 2 3 4 – cover not knowing gender
  • Discuss 3 5 8 9
  • Discuss 2 3 4
  • Discuss 2 4 5 8 9 – hand written best – cover three steps
  • *Convey the necessary information *Have a warm and welcoming tone *Speak distinctly *Sound and be interested – don’t type, fidget or read papers- listen *use the right phone in a quiet, undisturbed room * Don’t use cell phones or phones that pick up background noise. Calling from an open plan office is the equivalent of having a conversation in a nightclub. If you really can’t find a quiet room, use the mute button until you are required to speak *The meeting should start and end on time *Introduce yourself - name,( title and reason for being on the call if on with a client) - once offered to do so; no side conversations while you are waiting *If you join late, set quietly until if and when you are offered to update the team with your presence. *treat the conference call as if it were a meeting. You know the routine; prepare and circulate an agenda * Don’t assume everyone recognizes your voice. Unless you want to stay incognito, say your name before you speak *Stick to the agenda/topics – recognize if you need to have a side bar conversation with on or more parties * Do ask for input by using a person’s name. People will pay more attention to avoid the embarrassment of needing the question repeated. *Do not try to talk over another person on the call even if you feel you have a very important point to cover. It is in bad taste to do so and will result in everyone else on the call not being able to understand what you or the other person is saying. Be patient; wait until the other person has finished; and then talk. **Watch your speed and volume CELL PHONE Has this ever happened to you? You are in the grocery store comparing the prices of canned peas, when a voice behind you says, “Hello”. You turn around, smiling of course because it must be someone you know and state in your most glad to see you too voice, “Hi”. Instead you find that person’s back to you and pushing a cart past and realize they are talking into an ear piece connected to their cell phone and never even noticed you. I have often wondered who are these people and how did they become so important that they must have conversations while doing their marketing for the week.
  • All levels – all departments , all the time Please should come forth without self-prompting or even consciously thinking about it. When you have the slightest request of someone, you should begin or end with a sincere “please”. Take it a step further –”Thank you for ______” it should always acknowledge receipt of the item, favor or kindness.
  • Social And Business Graces Jc 061008[2]

    1. 1. Business Etiquette Seminar Series: <ul><li>Etiquette for First Time Introductions </li></ul><ul><li>By Social and Business, Inc. </li></ul><ul><li>www.LearnSocialGraces.com </li></ul><ul><li>310-210-6103 </li></ul><ul><li>[email_address] </li></ul>
    2. 2. Presented By Constance Hoffman
    3. 3. Agenda <ul><li>Seminar Introductions </li></ul><ul><li>Introductions </li></ul><ul><ul><li>Listening & Communication Skills </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><ul><li>Telephone </li></ul></ul><ul><ul><ul><li>Conference calls </li></ul></ul></ul><ul><li>Next Steps </li></ul><ul><li>Q&A </li></ul>
    4. 4. Social and Business Graces <ul><li>Business Etiquette </li></ul><ul><ul><ul><ul><li>In-person </li></ul></ul></ul></ul><ul><ul><li>Through other communication channels </li></ul></ul>
    5. 5. Social and Business Graces <ul><li>In Person </li></ul><ul><ul><li>Introductions </li></ul></ul><ul><ul><ul><li>Proper greetings </li></ul></ul></ul><ul><ul><ul><li>Handshakes </li></ul></ul></ul><ul><ul><ul><li>Rising from your seat </li></ul></ul></ul><ul><ul><li>Remembering/forgetting names; </li></ul></ul><ul><ul><li>mis-introductions </li></ul></ul>
    6. 6. Social and Business Graces <ul><ul><li>LISTENING & COMMUNICATION SKILLS </li></ul></ul><ul><ul><ul><li>Body language/Mannerisms </li></ul></ul></ul><ul><ul><ul><li>Being a quite listener </li></ul></ul></ul><ul><ul><ul><li>Making small talk </li></ul></ul></ul><ul><ul><ul><li>Handling difficult conversations </li></ul></ul></ul><ul><ul><ul><li>Topics to avoid </li></ul></ul></ul>
    7. 7. Social and Business Graces <ul><li>Through other communication channels </li></ul><ul><ul><li>EMAIL </li></ul></ul><ul><ul><ul><li>Rules to type-by </li></ul></ul></ul><ul><ul><ul><li>When to use email and when to avoid </li></ul></ul></ul>
    8. 8. Social and Business Graces <ul><li>33 Most Important Email Etiquette Tips </li></ul><ul><li>Be concise and to the point </li></ul><ul><li>Answer all questions, and pre-empt further questions </li></ul><ul><li>Use proper spelling, grammar, paragraphs, and punctuation </li></ul><ul><li>Make it personal </li></ul><ul><li>Answer swiftly and always </li></ul><ul><li>Do not attach unnecessary files </li></ul><ul><li>Use proper structure and layout </li></ul><ul><li>Do not write in CAPITALS </li></ul><ul><li>Don’t leave out the message thread </li></ul>
    9. 9. Social and Business Graces <ul><li>Cont. </li></ul><ul><ul><ul><li>Add disclaimers to your emails </li></ul></ul></ul><ul><ul><ul><li>Read the email and re-read before you press send </li></ul></ul></ul><ul><ul><ul><li>Do not overuse Reply To All </li></ul></ul></ul><ul><ul><ul><li>Mailings – use the bcc: field or do a mail merge </li></ul></ul></ul><ul><ul><ul><li>Take care with abbreviations, acromens, and emoticons </li></ul></ul></ul><ul><ul><ul><li>Be careful with formatting; clean up forwards </li></ul></ul></ul><ul><ul><ul><li>Take care with rich text and HTML messages </li></ul></ul></ul><ul><ul><ul><li>Do not request delivery and read receipts </li></ul></ul></ul><ul><ul><ul><li>Do not ask to recall a message </li></ul></ul></ul>
    10. 10. Social and Business Graces <ul><li>Cont. </li></ul><ul><ul><ul><li>Do not copy a message or attachment without permission </li></ul></ul></ul><ul><ul><ul><li>Do not use email to discuss confidential, personal nor personnel issues </li></ul></ul></ul><ul><ul><ul><li>Use a meaningful subject line </li></ul></ul></ul><ul><ul><ul><li>Avoid using URGENT and IMPORTANT </li></ul></ul></ul><ul><ul><ul><li>Avoid long sentences </li></ul></ul></ul><ul><ul><ul><li>Don’t send or forward emails containing libelous, defamatory, offensive, racist nor obscene remarks </li></ul></ul></ul>
    11. 11. Social and Business Graces <ul><li>Cont. </li></ul><ul><ul><ul><li>Don’t forward hoaxes and chain letters </li></ul></ul></ul><ul><ul><ul><li>Keep you language gender natural </li></ul></ul></ul><ul><ul><ul><li>Don’t reply to spam </li></ul></ul></ul><ul><ul><ul><li>Use cc; field sparingly </li></ul></ul></ul><ul><ul><ul><li>Always use a signature line </li></ul></ul></ul><ul><ul><ul><li>Frequently update your virus scan </li></ul></ul></ul><ul><ul><ul><li>Set up address books </li></ul></ul></ul><ul><ul><ul><li>Use auto reply </li></ul></ul></ul><ul><ul><ul><li>Do not send thank you emails unless no alternative </li></ul></ul></ul>
    12. 12. Social and Business Graces <ul><li>TELEPHONE </li></ul><ul><ul><ul><li>Office </li></ul></ul></ul><ul><ul><ul><ul><li>Conference calls tips </li></ul></ul></ul></ul><ul><ul><ul><li>Cell phone </li></ul></ul></ul><ul><ul><ul><ul><li>How, when, and where </li></ul></ul></ul></ul>
    13. 13. Social and Business Graces <ul><li>Thank you </li></ul><ul><li>310-210-6103 </li></ul><ul><li>www.learnsocialgraces.com </li></ul>
    14. 14. Social and Business Graces <ul><li>Social Skills </li></ul><ul><ul><li>Please and Thank You </li></ul></ul><ul><ul><li>Giving and Accepting Compliments </li></ul></ul><ul><ul><li>Importance of Being on Time </li></ul></ul><ul><ul><li>Keeping Appointments/Commitments </li></ul></ul><ul><ul><li>RSVP’s </li></ul></ul><ul><ul><li>Apologizing </li></ul></ul>
    15. 15. Things to Keep in Mind <ul><li>As always, be in tune with the culture, guidelines and common practices of the client and the client site </li></ul><ul><li>Etiquette is always meant as a solid foundation that can be applied in different settings as judged appropriate </li></ul>
    16. 16. Next Steps <ul><li>Next seminar in the series is Preparation for a Business Meeting Etiquette </li></ul><ul><li>Have any ideas or topics for future seminars? Send them to Josie Chiu </li></ul>
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