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  1. 1. Business Etiquette Dr. Thomas Clark Xavier University [email_address] 513.745.2025
  2. 2. Principles underpinning 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><li>Initial Perception— (Immediate) </li></ul><ul><li>Sustained Perception— (Over Time) </li></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>Carriage: exercise </li></ul></ul><ul><ul><li>Handshaking: exercise </li></ul></ul><ul><ul><li>Dress: handout </li></ul></ul><ul><ul><li>Grooming </li></ul></ul><ul><ul><li>First words: Exercise </li></ul></ul><ul><ul><li>Listening: Exercise </li></ul></ul><ul><ul><li>Introduction Style: Exercise </li></ul></ul><ul><ul><li>Voice: exercise </li></ul></ul><ul><ul><li>Name Recognition/Recall </li></ul></ul>
  8. 8. Handshaking exercise handout <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. Presence <ul><li>DRESS </li></ul><ul><li> * Does Dress Impact Decision on Interviewees? </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>
  10. 10. DRESS handout <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>
  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 handout <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. Interactive moment <ul><li>Why should you plan your non-verbal communication as carefully as your verbal behavior before you take part in a job interview? </li></ul>
  17. 17. Planning a message <ul><li>Purpose : What do I want to happen as a result of this message? When do I need a response? </li></ul><ul><li>Strategic alignment: How does my memo contribute both to reader and company goals? How will readers react? </li></ul><ul><li>Execution: Is this a good time to send this message? How can I finish it on time? How should I transmit this message? </li></ul>
  18. 18. Outlining your message <ul><li>Open with your purpose : Clear subject line. Opening paragraph that answers the What, Why, and When questions. </li></ul><ul><li>Order your arguments : Lead from strength; chronology; umbrella point. </li></ul><ul><li>List action steps : Who does What When </li></ul>
  19. 19. Write an effective opening <ul><li>Write precise subject lines </li></ul><ul><li>Write first sentences that tell readers how you want them to react to the rest of the message </li></ul><ul><li>Define the “why(s)” of your message </li></ul><ul><li>Be sure your opening meets the “so what” test </li></ul>
  20. 20. Order your arguments <ul><li>Lead from strength in action memos </li></ul><ul><li>Order by chronology in explanatory memos </li></ul>
  21. 21. Highlighting <ul><li>Headings: table of contents of memo; macro-organizers </li></ul><ul><li>Lists: improves comprehension and retention; micro-organizers </li></ul><ul><li>Boldface, underlining, and italics: help readers scan information- more easily </li></ul><ul><li>Indenting: reveal hierarchies of thought </li></ul><ul><li>White space: improved curb appeal of memo </li></ul>
  22. 22. Make documents inviting to read <ul><li>Overall appearance </li></ul><ul><li>Margins </li></ul><ul><li>Type Size </li></ul><ul><li>Boxing </li></ul><ul><li>Typeface </li></ul><ul><li>Chunking </li></ul><ul><li>Overall length </li></ul><ul><li>Short paragraphs </li></ul><ul><li>Short sentences </li></ul><ul><li>Short words </li></ul>
  23. 23. Write the first draft <ul><li>Opening paragraphs </li></ul><ul><li>Background paragraph </li></ul><ul><li>Scannable body paragraphs </li></ul><ul><ul><li>write in what/why/data (or significance) </li></ul></ul><ul><li>Issues/further discussion </li></ul><ul><li>Follow-up paragraphs </li></ul>
  24. 24. Introducing yourself <ul><li>Hi, I’m Fred Jones (vs. Mr, Ms, or Dr) </li></ul>
  25. 25. Introducing yourself to a secretary <ul><li>Hello. My name is Libby Smith. I am here for a 1 o’clock appointment with Mr. Jones. </li></ul>
  26. 26. 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>
  27. 27. Introduce lower ranking person to higher ranking person. Include useful information <ul><li>Father Graham, may I introduce Libby Smith, our new assistant director of diversity. She recently earned her MA in Human Resources at Indiana University. </li></ul><ul><li>Father Graham has served as President of Xavier University for the past 6 years. Recently, US News & World Report ranked Xavier as the 2 nd best comprehensive university in the Midwest. </li></ul>
  28. 28. Interactive moment <ul><li>In groups of 3-4, introduce each members of the group to one another. </li></ul>
  29. 29. 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 and I must be having a senior moment. </li></ul>
  30. 30. Speak with authority (handout) <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>
  31. 31. Write with authoritatively and positively and concisely, pp. 4-1 ff in workbook <ul><li>Authoritative language </li></ul><ul><li>Positive language </li></ul><ul><li>Concise language </li></ul>
  32. 32. Business Communication <ul><li>Telephone calls </li></ul><ul><li>Notes of Appreciation </li></ul><ul><li>Phone Calls and Voice Mail </li></ul><ul><li>Beepers, Cellular Phones and Portables </li></ul>
  33. 33. Telephone Etiquette handout & exercise, p 4-6 <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 the same day. </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>
  34. 34. General Do’s and Don’ts <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>
  35. 35. Conference calls 3-4 to 3-5, in workbook <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>
  36. 36. Voice Mail, p. 3-2 <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>
  37. 37. 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>
  38. 38. Interaction <ul><li>What are the differences in impressions you make when you use each of the following media: </li></ul><ul><ul><li>voice mail message </li></ul></ul><ul><ul><li>e-mail message </li></ul></ul><ul><ul><li>business letter </li></ul></ul><ul><ul><li>telephone call </li></ul></ul><ul><ul><ul><li>impact of </li></ul></ul></ul><ul><ul><ul><ul><li>normal call </li></ul></ul></ul></ul><ul><ul><ul><ul><li>speaking from or to a speaker phone </li></ul></ul></ul></ul><ul><ul><ul><ul><li>call waiting interruptions </li></ul></ul></ul></ul>
  39. 39. Beepers, Cellular Phones and Portables <ul><li>Limit the use. Put on vibrate or silent. </li></ul>
  40. 40. Notes of Appreciation <ul><li>Thank You </li></ul><ul><li>Letter of Commendation </li></ul><ul><li>Memos of Recognition </li></ul>
  41. 41. 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>
  42. 42. Interactive moment <ul><li>In small groups, identify something in your office décor that perceptive visitors could identify that would allow them to compliment you or start a conversation about a topic that stirs feelings of pride within you. </li></ul>
  43. 43. Meeting Etiquette <ul><li>Before the meeting </li></ul><ul><li>Starting the meeting </li></ul><ul><li>After the meeting </li></ul>
  44. 44. 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>
  45. 45. 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>
  46. 46. 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>
  47. 47. 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>
  48. 48. Social Events <ul><li>Business Meals </li></ul><ul><li>Rules for the Host </li></ul><ul><li>Rules for the Guest </li></ul><ul><li>Ordering </li></ul>
  49. 49. Business Meals <ul><li>Breakfast Meetings: often best time to meet with busy executives </li></ul><ul><li>Luncheon Meals : iced tea and simple food </li></ul><ul><li>After-Work Cocktail : one only to stay in command in the meeting and on the road. </li></ul><ul><li>Business Dinners </li></ul><ul><li>B=Bread D=Drink </li></ul>
  50. 50. Rules for the Host <ul><li>Don’t impose invitations. </li></ul><ul><li>Request responses as soon as possible. </li></ul><ul><li>Invite others for business reasons. </li></ul><ul><li>Select an appropriate setting. </li></ul>
  51. 51. Rules for the Host <ul><li>Arrive early to greet guests. </li></ul><ul><li>Give credit card to server in advance. Ask that 18% be added for a tip. Be sure server gives you signature form to sign promptly and discretely at end of meal. </li></ul><ul><li>If price is a factor, indicate courses & meals you recommend that meet your guidelines. </li></ul><ul><li>Apologize to guests if the food or service is below your expectations. </li></ul>
  52. 52. Rules for the Guest <ul><li>Respond promptly to the invitation and give reasons for a negative response. </li></ul><ul><li>Know where the event will take place and know what rules apply there. Arrive 2-3 minutes late, no later. </li></ul><ul><li>Follow the host in deciding what to order. Be aware of what you order says about you to others. </li></ul><ul><li>Thank the host. Say positive things about host that he or she want to hear said and cannot say about him or herself. </li></ul>
  53. 53. Ordering <ul><li>Avoid awkward foods. </li></ul><ul><li>Do not order alcohol if . . . </li></ul><ul><ul><li>it is against company policy. </li></ul></ul><ul><ul><li>you will be driving after the meal. </li></ul></ul><ul><ul><li>you don’t want to drink alcohol. </li></ul></ul><ul><ul><li>it will be your second drink. </li></ul></ul>
  54. 54. Dining Etiquette <ul><li>Leave some food on each plate </li></ul><ul><li>Split bills evenly if bill is divided </li></ul><ul><li>Do not take a doggy bag </li></ul>
  55. 55. Table Manners <ul><li>Only begin eating after your host or guest is seated and begins eating. </li></ul><ul><li>Bring food up to your mouth (soup spoon) </li></ul><ul><li>Observe pace of eating of others and conform to their pace </li></ul><ul><li>Cut one piece of food and eat it rather than cutting up meat all at once </li></ul>
  56. 56. Table Manners <ul><li>Lay napkin across lap; do not use as a bib </li></ul><ul><li>Select silverware from the outside in </li></ul><ul><li>When finished, put silverware in 10 o’clock position </li></ul><ul><li>Do not dunk food </li></ul><ul><li>Keep mouth closed when chewing </li></ul>
  57. 57. Sustained perception <ul><li>All Four Elements are Important </li></ul><ul><ul><li>• Attitude </li></ul></ul><ul><ul><li>• Integrity & Trust: Always Doing the Right Thing </li></ul></ul><ul><ul><li>• Civility </li></ul></ul><ul><ul><li>• Self Discipline </li></ul></ul>
  58. 58. ATTITUDE <ul><li>Be positive about yourself, your work, your boss, peers, coworkers, customers, suppliers, and company </li></ul><ul><li> </li></ul>
  59. 59. ATTITUDE <ul><li>“ Winning is not a some time thing; it’s an all the time thing. You don’t win once in a while; you don’t do things right once in a while; you do them right all the time. </li></ul><ul><li>Winning is a habit. Unfortunately, so is losing.” </li></ul><ul><li>-Vince Lombardi </li></ul><ul><li>Former Head Coach </li></ul><ul><li>Green Bay Packers </li></ul>
  60. 60. INTEGRITY <ul><li>- Telling the truth </li></ul><ul><li>- Doing what you say you will do, reliability </li></ul>
  61. 61. CIVILITY <ul><li>POSITIVE REGARD FOR OTHERS </li></ul><ul><li>SINCERITY </li></ul><ul><li>EMPATHY: EMOTIONAL QUOTIENT </li></ul><ul><li>TACT AND DIPLOMACY </li></ul><ul><li>RESPECT FOR DIVERSITY </li></ul>
  62. 62. SELF-DISCIPLINE <ul><li>Making priorities and organizing time in terms of those priorities. </li></ul><ul><li>Putting the important ahead of the easy. </li></ul>
  64. 64. BUSINESS DEVELOPMENT <ul><li>NETWORKING </li></ul><ul><li>PRODUCT/SERVICE CONFIDENCE </li></ul><ul><li>PERSONAL CREDIBILITY </li></ul>
  65. 65. 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>
  66. 66. Diplomacy <ul><li>WHAT YOU THINK </li></ul><ul><li>This is taking forever </li></ul><ul><li>Why can’t you </li></ul><ul><li>I hate it when </li></ul><ul><li>Here’s the best way to do it. </li></ul><ul><li>WHAT YOU SAY </li></ul><ul><li>How can we get this approved (finished) quickly? </li></ul><ul><li>What if you </li></ul><ul><li>Would it be better if </li></ul><ul><li>Here’s my suggestion. </li></ul>
  67. 67. Motivation <ul><li>USE PHRASES THAT BRING OUT THE BEST IN YOUR LISTENER </li></ul><ul><li>I know you want what is fair for both of us. </li></ul><ul><li>I am sure you will do your best to help me out. </li></ul><ul><li>I am counting on you. </li></ul><ul><li>I enjoy working for you because you respond so effectively to your department’s needs. </li></ul>
  69. 69. Be Pro-Active <ul><li>WONDER WHAT’S HAPPENING QUESTIONS </li></ul><ul><li>Why doesn’t this company value me? </li></ul><ul><li>Why can I never understand exactly how I am supposed to do my job? </li></ul><ul><li>When am I going to get the training I need? </li></ul><ul><li>Why does my staff show so little enthusiasm? </li></ul><ul><li>MAKES THINGS HAPPEN QUESTIONS </li></ul><ul><li>How can I learn what management values? How can I show my value? </li></ul><ul><li>How can I find out how to do this job so that I am confident I am doing it right? </li></ul><ul><li>What ‘s the best way to approach my manager to discuss this issue? </li></ul><ul><li>How can I let my manager know what kind of additional training I need? </li></ul><ul><li>How can I develop the skills I need on my own? </li></ul><ul><li>How can I get my staff to tell me about how they feel about their work? How can I motivate them more effectively? </li></ul>
  70. 70. Reframe Questions Proactively <ul><li>1 Why are things changing so fast? </li></ul><ul><li>2 Why don’t we ever change around here? </li></ul><ul><li>3 When is this supplier going to call? </li></ul><ul><li>4 Why is that customer always so discourteous? </li></ul><ul><li>5 Why are our services so undervalued? </li></ul><ul><li>6 Why do I do more work than any other </li></ul><ul><li>member of my group? </li></ul><ul><li>7 Why is one of my co-workers so lazy? </li></ul>
  71. 71. Reframe questions proactively <ul><li>8 Why is my supervisor so critical of my work? </li></ul><ul><li>9 Why isn’t my staff following my directions? </li></ul><ul><li>10 Why do I have to always do what my boss wants? </li></ul><ul><li>11 Why can’t I follow my own work priorities? </li></ul><ul><li>12 Why do I get sick so often? </li></ul><ul><li>13 When will I get some relief from this stress? </li></ul><ul><li>14 Why is it so hard to make friends here? </li></ul>
  72. 72. Diplomacy <ul><li>I did not do the study because I’ve been busy. </li></ul><ul><li>You are so selfish you never see how much you demand. </li></ul><ul><li>The tests are not done yet! What do you people do all day? </li></ul><ul><li>Don’t you ever pay attention? This document is full of mistakes. </li></ul><ul><li>That’s won’t work </li></ul><ul><li>I am planning to complete the study by Friday. </li></ul><ul><li>I know you are busy. When can we schedule 30 minutes to discuss the possibility of hiring a part time assistant? </li></ul><ul><li>I realize these tests require careful planning and execution. How soon can you finish? </li></ul><ul><li>This memo is headed to the Director. Please make the changes I identified and proofread the report carefully. Thanks. I appreciate your help. </li></ul><ul><li>Let me share my perspective on this issue. </li></ul>
  73. 73. Thank You. Visit our website

Editor's Notes