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Business Etiquette Basics
- 2. Brief History First Impressions Introductions Remembering Names Business Cards Social Media & Email Etiquette Interviews Thank You Notes AGENDA
- 3. BRIEF HISTORY Definition French Influence The Middle Ages The Renaissance
- 4. Don’t forget written first impressions! Emails: Typos? Caution with “Reply All” Their, There, They’re, Your, You’re Handwritten: Legible Quality stationery Use of correct titles, names, and addresses FIRST IMPRESSIONS
- 5. In-person, you are evaluated on: The entrance you make Your eye contact The way you shake hands Your posture The way you introduce yourself and others Your people skills FIRST IMPRESSIONS
- 6. FIRST IMPRESSIONS In a face-to-face encounter Words Used - 7% Verbal Tone - 38% Appearance & Body Language - 55%
- 7. INTRODUCTIONS *A note regarding precedence* Formula 1: (greater authority) receives (lower authority) CFO Johnson, meet new regional director Jones Formula 2: (official persons) receive (nonofficial persons) Colonel Sanders, meet Professor Jackson Formula 3: (clients) receive (your colleagues) Mr. X (from Shoe World), meet my colleague Susie
- 8. Acceptable Phrases More Formal “May I present” “May I introduce” “I’d like to introduce” “I’d like you to meet” “This is” Less Formal INTRODUCTIONS
- 9. • Use the person’s name in conversation. Use it often. Repetition builds memory. • Look at the person’s face. Associate the name with the face. • Use a personal connection such as “That’s my middle name.” • Ask the person to spell his or her name. • Acknowledge talents or specific contributions. “I understand you received the research award this year.” • If someone doesn’t remember your name, extend your hand, smile, and say your name. • Never say, “I can’t/don’t remember your name.” Say, “Please tell me your name again.” REMEMBERING NAMES
- 10. Present your card with your right hand or both hands. Never present a card with only your left hand. Wait until a businessperson who outranks you gives you her card before giving a card to her. If more senior person does not extend a card, present yours and ask for hers. For businesspeople of equal rank, don’t hesitate to initiate the exchange. BUSINESS CARDS – DO’S & DON’TS
- 11. Glance at a card before putting it away. This demonstrates your interest and respect. Carefully put card away. Think of it as an extension of the person Don’t use a business card for social purposes. Use a social card instead. BUSINESS CARDS – DO’S & DON’TS
- 12. Checklist: Appropriate logo Your title and rank Contact information Do you have a carrying case Do you have enough BUSINESS CARDS
- 13. Regarding International Travel: • Your translated business card is your most important travel accessory • Correctly convey your corresponding rank in the culture in which you are distributing them • Present the card with the host-language side up, with the print facing the recipient • Know the card exchange norm for the country you are in BUSINESS CARDS
- 14. Attributions Professional vs. Personal Pages Use Discretion SOCIAL MEDIA ETIQUETTE
- 15. Format Tone The never-ending thread EMAIL ETIQUETTE
- 16. Research Dress Arrival Eye contact Handshake Come with questions prepared Follow-up thank you notes IN-PERSON INTERVIEWS
- 17. All of the previous, except handshaking, should be applied, but also remember: Troubleshoot No PJs SKYPE INTERVIEWS
- 18. In the opening, remind the person where you met. “It was great to meet you at the workshop last Saturday.” Mention something you remember about the person. “It’s not often that I bump into anyone whose first love is etiquette.” Thank the person. “I appreciate the tips you gave me to navigate the business world.” Call to action. “I’d love to follow up with you for more advice.” THANK YOU NOTES
- 19. When a hand-written note is a must: When you’ve been entertained at a business-related occasion that crosses from business to social When the occasion was purely social but was hosted by someone with whom you do business When you receive a gift from a client, vendor, or associate THANK YOU NOTES
- 20. When an emailed note is acceptable: When you have lunch with a long-time associate When your host is someone with whom you correspond frequently via email As a prelude to a handwritten note. Send email within 48 hours. Send handwritten within 2 weeks. THANK YOU NOTES
- 21. QUESTIONS
Editor's Notes
- Defn - a system of conventional rules that regulate social behavior; not just table manners, white gloves, curtsying French Influ – word means ticket or card; French monarchs made ceremonial rules and regulations for members of their court. The ticket or card would indicate the proper dress code, expected impeccable behavior, and dining instructions for all who attended court; British and American upper-class citizens looked to the French culture for etiquette guidelines. In 19th century America, high society lived by French etiquette The Middle Ages- Europeans in the middle ages had had little ceremony when it came to food. Their manners consisted of making sure they didn’t get too greasy when tearing meat with their fingers Renaissance - During the Renaissance, manners were a response to the violence and crude behaviors run rampant in burgeoning cities and a means of reinforcing social order and distinguishing the privileged class from everyone else; the first generation of Miss Manners-es were typically men
- Research by sociolinguist Albert Mehrabian
- Note re: precedence - determines who is introduced first among several individuals, who is introduced to whom, ad who is listed first on a joint invitation
- Attributions – When tweeting or posting articles, give credit where credit is due. Use “by” and “via” attributes. Including proper tags increases your follower engagement. You will start to see more replies and retweets! Professional vs. Personal Pages – If you manage separate profiles for your personal self and your professional self, don’t think for a minute that your “personal” social media pages (which may house suggestive photos and profanity-laden rants) are unsearchable to current or potential employers. Unfortunately, nothing is really private. Therefore, be cognizant of your posts. If you work for an organization whose beliefs are more liberal or conservative than your own, be sure not to tweet or post anything that could be misinterpreted. Use discretion – Everything does not need to be said on social media. You may remember the controversial tweet PR executive Justine Sacco posted before her trip to South Africa. Her lack of discretion led to her dismissal. Before you tweet or post, ask yourself: Will my friends/followers find this information useful? Could any unforeseen backlash—professional or personal—occur as a result of this tweet/post? Would my mother be ashamed of me after reading this post?
- Format – It is always appropriate to follow these rules: Include a subject line that briefly summarizes what the email discusses. Include a greeting and closing/signature. Hi all, Hello, or Good morning are acceptable for the greeting line. Regards, Best, or Cheers are acceptable for the closing/signature line. Note: It is best to include contact information in your signature because the recipient will be able to locate it easily for future reference. For email recipients you do not know personally, formally address them on the first email; ex. Good morning Ms. Johnson. It is acceptable to use the recipient’s first name on the reply email. Check grammar and spelling. Use cc: and bcc: appropriately. Be careful to “reply all” only when necessary and intended. You don’t want to your supervisor receiving inappropriate or unwanted emails. Tone – Much like text messaging, it can be difficult to decipher the tone of an email. Be careful to choose words deliberately. If you feel peeved, your message may read that way. If you receive a message that has made you hot under the collar, take a moment—or an hour—to cool down before you respond. The never-ending thread – It’s okay to start a new message or to change the subject line of the current chain if the topic has changed. To save storage and memory space, save the final email in the chain and delete the previous emails.
- Research – This step is always first! Be sure to research the company, the position you’ve applied for, and the industry in which the company operates. Look up the organization’s competition. Understand how your work will help the company run and how the company fits into the bigger picture of society. Dress – Even if the office culture calls for causal dress, for an interview you don’t want to wear anything less than business casual. Business professional attire (suits) is always best for interviews. Black, white, gray, and navy blue are appropriate colors to wear; however, depending on the industry and office culture, brighter colors and patterned wear may be appropriate. For women, dresses and skirts of reasonable length, dressy pants (never jeans), blouses, sweaters or blazers, and closed-toed shoes are acceptable. Pantyhose are optional, but be sure to be well-groomed. Stay away from anything low-cut or too revealing. For men, khaki pants, button up shirts with a tie, blazers, and loafers are appropriate. Arrival – It’s good to arrive at least 10-15 minutes before your scheduled interview. It gives you time to cool off and gather your nerves before you go in. Exhibiting punctuality is good for potential employees. Eye contact – Making eye contact displays your attentiveness, but don’t feel pressured to keep eye contact for the duration of the interview as that is unnatural and could make your interviewer(s) uncomfortable. Handshake – Be sure to use a firm grip, two pumps, and release. Be aware of sweaty palms. Discretely dry them before shaking hands. Come with questions prepared – This step is very important! Asking question at the end of the interview shows confidence and a genuine interest in the company and the position you’ve applying for. However, don’t ask about money during the interview. If you are offered the position, you can inquire about salary and work out details before you sign your contract. Even if you only care about the money, you don’t want to come off that way. Follow-up thank you notes – This step is often missed. Sending follow-up notes (or emails) to your interviewers is a polite way to thank them for their time, and it is a great way to further show your interest in the company and the position. It also helps you to stand out among the competition.
- Troubleshoot – Practice looking into your webcam instead of looking at yourself in the screen. You will appear to be looking down rather than looking up when you don’t look into the camera. It will feel weird, but it will look right to the person on the other end. Also ensure your microphone is on and your Internet connection is stable. No PJs – Don’t wear pajamas. Though tempting, try your best to be fully dressed. You might be asked to stand. Dress as if you were at an in-person interview.