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Business Business EtiquetteEtiquette

Presented Presented by: MBAby: MBA

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Business Etiquette Agenda

• Definition• Importance• Utilization• Business Etiquette in India• Types• Conclusion• Biblography

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What Is What Is Etiquette?Etiquette?

The set of:

• Rules

• Forms

• Practices established for behavior in a polite, society or

in official or professional life

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Business Business EtiquetteEtiquette

• The rules of good workplace manners

• Etiquette is the forms or manners established as acceptable or required by society or a profession.

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C-L-M

•Career

•Limiting

•Move

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Small Talk Openers

• Individuals– Compliment, weather, food, current event– “I love your______. Is it a family heirloom?”

• Group– Something pertaining to everyone– “How do you all know each other?”– “Will you be traveling this summer?”

• Casual acquaintances– General comments– “How has your year been?”

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Small Talk Middle

• Safe topics– Sports, books, movies, theater, art, travel

• Questions– Ask, listen, elaborate with matching

experience, Ask again

• Be more interested than interesting

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Small Talk Break-Away

• Stay no more than 10 min in one place• Break-away lines

– “I don’t want to monopolize you.”– “I’m going to circulate.”– “I see someone I must meet.”

• Tell them you enjoyed speaking with them• Discuss next steps

– Going for food, to next person, etc.

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How to Utilize How to Utilize EtiquetteEtiquette

• First Impressions

• Person-to-Person Interactions

• Business Correspondence

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First ImpressionsFirst Impressions

“It only takes 15 seconds to make a first impression, but it may take the rest of your life to change a bad one.”

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Making Positive First Impressions

• Determine audience

• Identify their expectations

• Establish objectives

• Dress, behave, and communication in a way that reflects audience expectations

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• Within 30 seconds people judge your– Economic level– Educational level– Social position– Level of sophistication– Level of success

• Within 4 minutes people decide your– Trustworthiness– Compassion– Reliability– Intelligence– Capability– Humility– Friendliness– Confidence

Judgement of first impression

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Person-to-Person EtiquettePerson-to-Person Etiquette• Introductions

– Person of lesser status/authority is always introduced to the person of higher status/authority

• Introduction Steps1.Decide who has the most status/authority

– Customers, High Seniority Execs, Employees2.Address senior ranking person

– “Mr. Seniority, I’d like to introduce Mr. Less Important, our new associate.”

3.Turn to lower ranking person– “Mr. Less Important, this is Mr. Seniority, our

President.”

Always look at the person who needs the information

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Business CorrespondenceBusiness Correspondence

Email Email

Business LetterBusiness Letter

Interoffice MemoInteroffice Memo

ReportReport

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E-mail etiquttes

• The most common form of business communications to is email.

• Email is also the fastest way to communicate with other people.

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E-mail Etiquette

• E-mail only those people to whom your messages actually pertain to—don’t send mass or chain letters

• M-ake a point of responding to messages promptly• A-lways use spell-check and grammar check before

sending messages—be brief and clear• I-nclude your telephone number in your message• L-earn that e-mail should be used for business rather

than personal use—don’t send anything you wouldn’t want to see in public

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Tips for writing an e-Tips for writing an e-mailmail

• Check subject matter appropriateness

• Ensure all recipients are needed

• Correct spelling and grammar

• Check email tone– Harsh language and shouting

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Business Letter EtiquetteBusiness Letter Etiquette

• A formal method used to communicate with people outside the office such as:– Customers – people who buy products from

and/or use the services the business provides.– Suppliers – people and other businesses that

supply the goods for another business.

• Business letters are usually printed on company letterhead or stationery

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Business Letter EtiquetteBusiness Letter Etiquette

• Check subject matter appropriateness• Follow format

– Letterhead– Date– Recipient address

• 4 lines below date

– Salutation• 2 lines below address

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– Body– Closing

• “Sincerely”, “Best Regards”• 2 lines below body

– Signature• 4 lines below closing

– Copies• 1 line below signature

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sample

T& M Office Supplies

23 Main Street*Anytown* NC 27573

Tele: 339-555-2222**Fax: 336-553-2223*

*E-Mail: jonesm@t&m.com

December 1, 2009

Mary Jones

Manager, Paper R Us

40 Paper R Us Drive,

Paper Town, NC 27707

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Dear Mary Jones,

Thank you for sending us samples of your newest style of Post It. We like what we see and are interested placing an order however, we want to clarify the following information: 1). How many Post It is in box? 2). How many different colors can customers get in one box? As soon as we receive a reply from you will will place an order.

Should you have any questions please feel free to contact me via any of the communications methods listed above. I look forward to hearing from you very soon.

Again, thank you for the new Post It sample.

Sincerely,

Mary Jones, Manager

Enclosure notation

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Memorandums

• In the office today, printed memos are seldom used.

• Memos today are primarily either:– >Keyed in the body of an email message– >Sent as an attachment to an email

message

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Interoffice MemoInteroffice Memo

• Check subject matter appropriateness

• Be brief

• Follow format– Who is suppose to act– What should occur– When it should start/end

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Report

• Purpose –• Address a topic at length.

– A possible new project or – An ongoing project.

• Reports also describe the results of research.• Key the title centered, in all caps two (2)

inches from the top, QS after the title• Key th body in DS

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International business etiquetteInternational business etiquette

•  Etiquette, manners, and cross cultural, or intercultural communication have become critical elements required for all International and Global Business executives, managers, and employees. As international, multinational, transnational, multi domestic, and global business continues to expand and bring people closer, the most important element of successful business outcomes may be the appreciation and respect for regional, country, and cultural differences - known as cultural diversity.

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Business Etiquette ,India • India is a culture where it is

absolutely impossible to just drop in to conduct business and then fly away unaffected.

• India is not a monolithic culture but the kaleidoscopic variety also contains underlying streams of unity. One mentor gives you a valuable piece of advice on business

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Code of Code of BehaviorBehavior

• Six “S’s” to Meeting/Greeting1.Stand

– Shows respect2.Smile

– Encourages a smile from the recipient3.See

– Look into recipient’s eyes4.Shake

– Utilize proper greeting5.Speak

– Speak your name slowly and distinctly6.Say

– Say the recipient’s name

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TYPES OF BUSINESS TYPES OF BUSINESS ETEQUETTESETEQUETTES

• Business Body Language: Business Body Language: Handshakes, Eye Contact, Handshakes, Eye Contact, Posture, and SmilesPosture, and Smiles

• Business Dress EtiquetteBusiness Dress Etiquette• Business Card EtiquetteBusiness Card Etiquette• Business Manners for Job Business Manners for Job

InterviewersInterviewers• Business Dining EtiquetteBusiness Dining Etiquette• Business communication Business communication

EtiquetteEtiquette

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•Business Seating Business Seating ArrangementArrangement

•Meeting EtiquetteMeeting Etiquette•Networking EtiquetteNetworking Etiquette•Business Phone Business Phone

EtiquetteEtiquette

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Business Body Business Body Language :Language :

• Eye ContactEye Contact• PosturePosture• SmilesSmiles• HandshakeHandshake

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Eye ContactEye Contact• Eye contact is one of the

most powerful means of communication after words.

• It can be direct or indirect,• long-lasting or short and more

usually intermittent when talking to someone in normal conversation.

• Staring or holding eye contact for too long can make people feel uncomfortable and is unsettling.

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Eye contactEye contact• Appropriate eye

contact is important for effective communication.

• People who like or feel comfortable with each other engage in eye contact more frequently.

• People who avoid eye contact are likely to be feeling uncomfortable, guilty or embarrassed.

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PosturePosture•SittingSitting•StandingStanding•WalkWalk•Turning head & handTurning head & hand

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SittingSitting

StandingStanding

Walk

Head motionHead motion

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PosturePosture• One of the first key things people notice is how

you carry and present yourself. Do you walk and stand with confidence like -

• Stomach in • Chest out • Shoulders back • Head up• You also tell people through your posture if you

are want others to approach you

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SmileSmile• Smiles are an important

facial expression. • They show interest,

excitement, empathy, concern; they create an upbeat, positive environment.

• Smiles can, however, be overused. Often, men smile when they are pleased; women smile to please, You know which is the most powerful!

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HandshakeHandshake• Another vital

component you need to bring to any interpersonal encounter is a firm handshake. Again, those few seconds you "shake" can empower or weaken a relationship.

• Men's handshakes are typically strong and firm because they naturally have a stronger grip.

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The Pull-In

The Two-Handed Shake

The Topper

The Finger Squeeze

The Bone Crusher

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The Palm PinchThe Limp Fish

The Proper Handshake

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BODY LANGUAGEBODY LANGUAGE

• *Crossed arms = defensive

• *Fidgeting hands or tapping feet = nervous or bored

• *Lack of eye contact = untrustworthy

• *Leaning back= discomfort

*Leaning forward = interest*Smiling = friendly*Nodding = attentive and alert*Eye contact = curious and focused

NEGATIVE SIGNALS:POSITIVE SIGNALS:

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Business Card Business Card EtiquetteEtiquette

you should always carry decent and presentable

cards with you. Cards in English are fine. You don't need to print them in local

languages. Never use the left hand to

give and receive cards

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• Manage business card exchanges flawlessly• Always have a supply of cards• Ask for someone’s card before offering your own• Present card face up• Take time to look at received card• NEVER turn down an offered card• Be selective when distributing cards• Be aware of international card etiquette

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Business dress Business dress EtiquetteEtiquette

• Business attire varies in different parts of India. It is better to dress slightly more conservatively than too casually.

• In India position in the hierarchy of business dictates formality of dress.

• Use common sense in dressing.

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What should I wear?

I I Don’t Don’t ThinkThink So !!So !!

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Clothing Tips for MenConservative 2-piece dark suit, navy blue or medium to dark gray.Long sleeved blue or white shirt.Silk tie complimenting in color or styleBlack dress socksDark polished shoes and matching beltJewelry – No bracelets, earrings or large rings.

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Dress for Success

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Clothing Tips for Women

Dark conservative suit. Two piece 1 or 2 button jacket and knee length skirt.White or light colored long sleeved blouse that is not low cut or sheer.Black well polished shoes with 1 to 1½ inch heels.Limited conservative jewelry

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Dress for Success

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Business Business Lunch/Dining Lunch/Dining

EtiquetteEtiquette

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Lunch/Dinner Meetings

• You can survive!• Consider preferences of guests• Give specifics• Make reservation and reconfirm day before• Arrive 10 min early, look at table, meet server• Greet guest at entrance. Guest precedes

down aisle. Guest gets best seat. Seat yourself to their left.

• Offer menu advice to guests, order easy-to-eat food and limit drinks for yourself

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Contd….

• Reply promptly to invitation• Only cancel on very urgent business• Be on time—call restaurant and send

message to host if late• If you arrive before host, you may sit at table

but eat nothing but water until host arrives• Never order the most expensive item• Take no notice of check. Do NOT offer to

leave tip• Thank your host!

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Lunch/Dinner Meetings-- Ordering Food

• Decide on your menu selections quickly

• Order medium-priced food

• Think about the mess factor

• Don’t order alcohol

• Do not share a dessert

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Lunch/Dinner Meetings— Dealing with the Food

• Put your napkin in your lap• Wait for all people to be served before beginning• Know which silverware to use with which food• Cut your meat one bite at a time• Break off small bites of bread and butter only one bite

at a time• Hold wine glass by the stem for whites and by the

bowl for reds• Take cues from the host-if in doubt, watch and copy

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Lunch/Dinner--Taboos

• Elbows on table• Salt/pepper on food before tasting• Talking with mouth full• Drinking with food in mouth• Gesturing with silverware• Pushing back or stacking plates at end of meal• Answering or placing cell phone calls at table• Dunking anything into coffee or water• Making a fuss over incorrect orders• Arranging hair or applying makeup at table• Picking your teeth at the table• Asking for a doggy bag

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Lunch/Dinner Meetings--Extras

• Don’t eat with your mouth full• Keep one hand in your lap unless you are eating

European style• Remove anything from your mouth with the same

implement that it went in with (except bones)• Eat at a moderate speed• Try to maintain some polite dinner conversation• Never medicate yourself at the table• If you must leave the table, place your napkin in your

chair

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Lunch/Dinner Meetings— Easy endings

• Knife and fork side by side in the 10:20 position on dinner plate

• The host or person who has issued invitation pays (regardless of gender)

• If you are paying bill, handle it with waitperson as discreetly as possible

• As you depart table, refold your napkin simply and leave it to left of place setting

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Setting Arrengement

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Knowing table etiquette will put you at ease.

Table management

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Cocktail Parties

• Work event—not social• Determine your strategy: network with new

people or certain known targets• Don’t just hang out with friends• Enter room, step to one side, survey room• Move toward friendly faces or already formed

group• If someone enters your group, greet them

and make introductions

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Cocktail Party Tips

• Go to food table first—easiest place to start conversations

• Stand in middle of room or near food table, stay away from walls

• Learn how to hold napkin, plate and glass in one hand

• Keep one hand free to shake hands• Don’t overindulge in alcohol• Maneuver among people—don’t get stuck

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Effective & Appropriate Business Communication

• What is Communication?

The exchange of information between sender and receiver. Without a sender and a receiver there is no communication.

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BASIC SKILLS

• Basic skills are tools for getting information and sharing ideas. These skills are:– Speaking

– Listening

– Reading and

– Writing

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• Speaking is important; when you speak, you want your listeners to get your point.

• You need to have a clear idea of your:– Purpose – goal/reason for speaking– Audience – the person or group to

whom you are speaking. – Subject – Your main topic or key idea

when you speak.

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• Connect With Your Audience – – Make eye contact with your listeners.– Address people by name if possible

• Match Your Body Language to Your Message –– Check your Posture and facial expressions– Use appropriate gestures

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Business Manners for Business Manners for Job InterviewersJob Interviewers

Dress to impress:- Conservative dark suit

Well groomed

Arrive early:- 20 minutes minimum Allow for travel, baddirections, weather, etc

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Find out what the job responsibilities are.

Find out and record where, when, and with whom you will interview with.

Prepare a resume

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Do’s & Don’tsDo’s & Don’ts

• Do’s– Know something about the company– Read the ad and make a list of what they want– Practice your intro– Dress appropriately– Show up on time– Positive attitude, smile, show interest– Good eye contact– Ask questions

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• Don’ts– Expect your resume to do the work– Talk negatively about former companies or co-

workers– Be late– Wear cologne or perfume– Too weak or too strong handshakes– Yes/No answers only– Body posture/Non-verbal signals.

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Meeting EtiquetteMeeting Etiquette• Always have your

calendar, notebook & pen• Never bring up personal

problems/issues in a professional situation

• Avoid “you” talk• Stay on schedule• In conference rooms

hang back until power players have taken seats: ends and middle sides of table are power seats

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Professional Etiquette— Meeting and Greeting

• Handshake: offer entire hand, web-to-web, shake lightly and release

• Know whom to introduce first– Junior to senior– Fellow worker to client

• Eliminate slang/jargon from your vocabulary• Always on time, always organized, always

ready

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Meeting Etiquette TIPS

• Always have your calendar, notebook & pen• Never bring up personal problems/issues in a

professional situation • Avoid “you” talk• Stay on schedule• In conference rooms hang back until power

players have taken seats: ends and middle sides of table are power seats

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Networking Networking EtiquetteEtiquette

Is not about superficial connections and brief encounters. • It’s about cultivating relationships with others

in a meaningful way so that you have people to turn to when you need information and support, and people you can help when they need someone to turn to.”

What is Networking

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Business networking in social situations

• Never introduce yourself by your title

• Name tags on your right shoulder

• Keep your right hand free

• Stay informed of current events

• Maintain eye contact

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Where, When and How to Network

• Write down the names of 25 people in your network

• Brainstorm using the categories:• Family/Friends• Social

Acquaintances/Community/Volunteering • contacts• Professional Contacts• Educational Contacts• Service Providers

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The Four “E”s

• Establish ……………….. eye contact

• Extend …………………. your hand

• Exchange ……………… business cards

• Engage………………in conversation

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Do’s

• Network broadly• Make it easy. Ask if they prefer phone or face to face• Stay connected! Follow up. Let contact know how • your career is developing. Send thank you’s• Learn what the person values and see how you can • meet their needs. Be valuable by sharing information • and contacts• Think of every social situation as an opportunity to • learn something new- human behaviour, cultural • trend• Maintain contact in good times and bad

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Don’t

• Equate endless lunches with networking• Confuse the level of someone with their

ability to • helpful and informative• Confine yourself to people just like you• Be a fair weather networker• Promise to someone that something will

be beneficial • unless you really know the person will

really benefit

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Business Phone Business Phone EtiquetteEtiquette

• Answer the phone with your name and company (or department)

• When placing calls, state your name and company or department immediately when phone is answered

• Speak clearly• State the purpose of your call• Only use speakerphone for conference calls• Always smile when using the phone• Say please and thank you• Judge your audience before making small talk• Return your calls

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Contd…..

• Realize proper usage of mobile phones in business• Understand how to leave an adequate voice

message• Check messages frequently on a daily basis • Avoid using in a restaurant, movie, church, or

meeting• Limit your conversation when in close quarters• Use a quiet voice• Don’t give out credit card # • Refrain from using when driving

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Office etiquettes

• Be self-aware-use common sense• Mind your own business• Avoid strong cologne• Never ever go over your supervisor’s head• Obey your company’s business dress attire• Keep your germs to yourself• Treat every employee with the same respect• Do not post things of an offensive nature• No matter your job or your title, always hold yourself

to a higher standard

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Correspondence Etiquette

• Every written invitation gets a response unless it asks for money

• Respond within 1 week• Follow directions for response• Special instructions (dress code) will be in lower

corners• Envelope will indicate if you may bring guest• Send “Thank you” letters • Always include a cover letter for written documents• Sit on written documents for 24 hours (if possible)

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ConclusionConclusion• Be cognizant of your interactions

with others

• Treat others how you want to be treated

• Think before you act

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BibliographyBibliography

•www.google.comwww.google.com•www.business.cowww.business.co

mm•www.wikipedia.cowww.wikipedia.co

mm•www.sideroad.cowww.sideroad.co

mm

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Any Any Questions Questions

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