Social media and other communication technology present today’s business professionals with new and unique challenges. Do you accept every LinkedIn request? Is “unfriending” unfriendly? How many tweets are too many? In this presentation, you will learn communication and social media etiquette, including: Email protocols Smartphone "do"s and "don't"s Social networking best practices When to get off the technology and back to face-to-face communication

2. Presenting Today
Lizzie Post
Author, Etiquette Expert
The Emily Post Institute
Follow along on Twitter: #BizWebinar @BizLibrary
Krista Brubaker
Content Marketing Specialist
BizLibrary
kbrubaker@bizlibrary.com

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BizLibrary helps organizations succeed by improving the way employees learn.

4. © 2017 The Emily Post Institute, Inc. 4
An Emily Post
Business Etiquette Webinar
for BizLibrary
March 23rd, 2017
Building Successful
Relationships

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“Welcome”
It is my pleasure to be here with
you today.

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Agenda
 Introduction
 Etiquette, Manners and Principles
 Business Social
 Communications
 Thank-You Notes
 The 24/7 Professional

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Etiquette?
What does
“Etiquette”
mean to you?

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Emily Post 1872 - 1959
After publication in
1922, “Etiquette,”
topped the nonfiction
bestseller list, and the
phrase "according to
Emily Post” entered our
language as the last
word on the subject of
social conduct.
Her numerous books,
newspaper columns
and a regular CBS
radio program made
Emily Post a figure of
national stature and
importance.

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Emily Post On Etiquette
Whenever two
people come
together and their
behavior affects
one another, you
have etiquette.
Etiquette is not
some rigid code of
manners, it’s
simply how
person’s lives
touch one another.

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AP/IPSOS Manners Poll
 Are Americans ruder
today than 20 or 30 years
ago?
 69%
 On a frequent/occasional
basis, do you encounter
people using their cell
phone rudely?
 Have you used your cell
phone in a loud or
annoying manner in the
past few months?
 8%
 89%

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Rudeness
 It’s easier to see rudeness
in others than in yourself.
 Rudeness isn’t always
intentional.

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Today’s Goals
 Think Before Acting
 Make Choices That
Build Relationships
 Do It Sincerely

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Etiquette
 Principles help us:
 figure out how to interact
when there is no set manner.
 resolve relationship situations.
= Manners + Principles
 Manners smooth the way to build
better relationships by telling us:
 what to do.
 what to expect of others.

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The Principles
 Think Before
Acting
 Consideration
 Respect
 Honesty
Etiquette in Action
 Make Choices
That Build
Relationships
 Do It Sincerely
Thinking, empathy
Recognizing the worth
of others. Having care
for others, self and
things.
Acting sincerely,
being truthful

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Opportunity vs. Obligation
Differentiator

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Business Social

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Personal You vs. Business You
Google yourself

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Personal You vs. Business You
Congruency = Trust

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Social Networking Sites
 Despite privacy protections, these
platforms are often public.
 The content you post can be viewed—
and judged—by anyone, including those
in your professional life.
 You are responsible for your page and
the comments or images you leave on
others’pages.

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Conversation Concepts
Three Tiers
1.Safe - Sports, weather,
celebrities
2.Risky - Politics, religion,
dating
3.Personal - Family and
finance

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Communications

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The Bulletin Board Rule
If you can’t put it on a
bulletin board for anyone
to read, don’t email it,
text it, IM it, leave it on a
voicemail, tweet it, or
blog it.
Public vs. Private

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When Words Alone Are Your Image
The Who, What, When, Where Rule
 Pick up the phone or visit someone in
person if email or IM communication
becomes tense or strained.
 In the absence of facial expressions or
tone of voice, interpretation defaults to
the negative.
 Don’t use email or IM or texting to avoid
a difficult situation.

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Magic Words are Magic
 Please – Soften a request
 Thank you – Show appreciation
 You’re Welcome – Acknowledge
appreciation
 Sorry – Indicates regret
 Excuse me – Asks for forgiveness
 Pardon me – Acknowledges mistake

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Top 7 Manners For Smartphone Use
1. Control it. Don’t be controlled by it.
2. If its use could bother others, turn it off.
3. Use the silent ring mode and move away to
talk.
4. Beware of telephone voice, speak softly.
5. Do not make a call at your table in a
restaurant.
6. Beware of using a smartphone in a meeting.
7. Don’t keep confidential information on it.

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7 Tips for Email Communications
 Let it simmer
 Be careful with “TO” and “SUBJECT” fields
 Be careful with Reply vs. Reply All
 Think about familiarity vs. formality
 Use Salutations/Closings
 Proofread: grammar, word choice, spelling
 Avoid
 Text speak: b4, lol, CU L8R, 2MORO
 Emoticons:  
 All caps. I AM WRITING TO …

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Thank-You Notes

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Thank-You Notes
 Email, phone call, or
handwritten?
 Choose handwritten thank-you notes for:
 Gifts, substantial favors, special meals
 Major opportunities
 Relationship milestones

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Writing Thank-you Notes
 Use the date and a salutation.
 State your thanks or appreciation,
especially for a gift or meal.
 Mention something specific to the
situation or conversation.
 Indicate your next actions, if
appropriate.
 Thank again and use a closing.

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Sample Thank You Note
July 19, 2014
Dear Mr. Jones,
Thank you very much for meeting with me. I
enjoyed having the opportunity to find out more
about your company. I am very excited by your
employment opportunity, especially the potential to
work on web design. I look forward to getting
started. Thank you again.
Sincerely,
Carla Ramirez

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The 24/7 Professional

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24/7 Professional
Actions outside work affect you.
Purely social situations can
become business situations
instantly.
Highest level of professional
conduct at off-site business
venues.
Use the principles regardless of
what others think.

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Top Ten Business Etiquette Behaviors
1. Be on time.
2. Use “Please” and “Thank You.”
3. Present yourself for the job you want to have,
not the job you are in: attire, attitude, effort.
4. Harness the power of the compliment.
5. Fight demeaning or superior attitudes in
yourself.
6. Take responsibility.
7. Be prepared.
8. Focus on the etiquette for greetings, table
manners and workspace issues.
9. Think before acting and then act to build
relationships.
10. Embrace and use the principles of etiquette.

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Steven Puettner
(802) 860-1814
steven@emilypost.com
Please contact Steven Puettner for more
information on program details, presenter
availability and pricing.
Need further training at your company, university or organization?
We offer customized half and full-day seminars for your team in your
office or at a nearby hotel or resort. For full details, please contact
Steven Puettner, our Director of Sales, at steven@emilypost.com.
Mention BizLibrary, and we’ll include 20 FREE copies of The Etiquette
Advantage in Business, 3rd Edition in hardcover, a $600 value, with any
full-day seminar. This book is the basis for all of our business etiquette
seminars and a valuable gift for your participants.

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Thank You
Lizzie Post
The Emily Post Institute
www.emilypost.com

36. Business Etiquette: Cell and Smart Phones
Video Lesson
What You’ll Learn:
1. How to alleviate frustrations with others’
cell phone use
2. What to do in specific situations
3. How to be respectful with your own cell
phone use

37. What’s Legal in Social?
In this video lesson by Informed
Workplace, you’ll learn what the
National Labor Relations Board says
about comments made on social
media.
Social Media – Do You Have a Policy?
Video Lesson

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