The document discusses business etiquette skills that are important for professional success in the 21st century. It covers effective communication, including understanding body language, making eye contact, and listening skills. It also addresses appropriate workplace communication with colleagues and managers. Finally, it discusses proper business dress and initial interactions such as introductions, handshakes, and remembering names.

1. BUSINESS ETIQUETTE FOR THE 21 ST CENTURY What to do and what not to do LYNNE BRENNAN. PRESENTATION BY ANGELA N. UMEH

2. ABOUT THE BOOK Business Etiquette is an all encompassing terminology for successful personal skills and communication in the workplace, covering every area of communication, across all disciplines and all eventualities. In business today we all need to be aware of how to communicate effectively, and that’s where having Business Etiquette skills will give you the leading edge. Business Etiquette in the 21 st century will therefore, help to improve your personal skills and achieve professional success, help your good personal skills to get noticed, help you on how to work with anyone and to build better business relationships in order to be recognized as a high performer and to feel a greater sense of achievement.

3. A DAY IN THE LIFE OF A WORKING PERSON * BEFORE ARRIVING AT WORK . Allowing plenty of time . Too personal to mention . Using a handkerchief/ tissues * TRAVELLING TO WORK . Parking considerately . Working and talking on public transport . To sit or not to sit . Catching an Aircraft . Using a mobile phone

4. A DAY IN THE LIFE OF A WORKING PERSON * AFTER YOU ARRIVE AT WORK . Opening doors . Greeting colleagues * DURING THE WORKING DAY . Giving compliments . Avoiding vulgarity . Talking about rather than talking to . Being overly familiar . Talking to the Boss

5. SILENT AND SPOKEN COMMUNICATION * UNDERSTANDING BODY LANGUAGE – (ref. pg 18) * MAKING EYE CONTACT- Good eye contact is essential to build trust, to encourage others and to be credible. * READING FACIAL EXPRESSIONS . Smiling face . A disgruntle face . An indifferent face * USING YOUR VOICE EFFECTIVELY * IMPROVING YOUR LISTENING SKILLS

6. COMMUNICATION WITHIN THE WORKPLACE * STEP ONE (Directors and Managers) * STEP TWO (Everyone and Management at all levels) * STEP THREE (Individual)

7. DRESSING APPROPRIATELY Being well groomed and dressing appropriately for what you do is an important ingredient in making your appearance work for you because you’re “ a product and you are selling yourself every minute of everyday” * COMPANY STYLES * COST * WORKING WITH A FASHION CONSULTANCY * WOMEN’S STYLE (Reference page 37) * MEN’S STYLE (Reference page 40)

8. INITIAL STEPS IN BUSINESS * MAKING INTRODUCTIONS * USING NAMES CORRECTLY * SHAKING HANDS * KISSING AND HUGGING * REMEMBERING NAMES