the business of business etiquette. 2 goals ultimate goal enhance your personal and professional...

The Business of Business Etiquette

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Goals

• Ultimate goalEnhance your personal and professional growth

• Workplace Etiquette Enhance productivity, profitability and retention

• Business Social EtiquettePositive first impressions build lifelong relationships

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Appropriate vs. Inappropriate

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Appropriate vs. Inappropriate

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Appropriate vs. Inappropriate

First Impressions

• Research indicates that first impressions stick.• Untrained subjects were shown 20 second

video segments of applicants greeting their interviewers. What was their impression

First Things First

• Introducing Yourself– Rise to the occasion– Make eye contact– Extend a handshake

First Things First

• Introducing Others–Highest ranking first– Customer, client, or guest

outranks all others

Meeting “Meeting” Expectations• Meeting Basics:–Acknowledge everyone in the room–Meeting manners are important– Take your cue, take the lead from the

leader–Be ready, be careful and fully

participate

“Suitable” Attire @ Work

• Some truths:–People react instantly to how you look– Some people assume that the quality of

your work matches the quality of your appearance– Everything you put on represents a decision

that you have made

The Dress “Code” at Work

• Review the WL “Grooming” Guidelines• Follow the spirit as well as the “letter” of the

code• Ask yourself: Who am I and how do I want to

be perceived

Accessories Make a StatementThe right accessories can enhance your image• Men– Do ensure that your shirt is pressed and crisp, ties

clean and appropriate– Don’t wear earrings, pinky rings, bracelets or

necklaces• Women– Do wear conservative makeup, simple gold or pearl

earrings the size of a quarter or smaller– Don’t wear dangling earrings, multiple earrings in

each ear, or too much jewelry

“Suitable” Attire @ WLS Meetings

• Business casual does not mean:– Careless– Exotic or provocative

• Jeans, shorts, and sneakers are not acceptable unless otherwise stated

What People Notice Most

• Hair:– Well groomed, conservative (follow WLS grooming

standards)

• Nails:– Short, clean, well manicured– Women neutral color polish

• Shoes:– Always polished and appropriate

Dress impeccably, people notice the person…Dress shabbily, people notice the

dress.

Coco Chanel

Attitude of Gratitude

• When to say “Thank You” in writing–When you have received a gift of

appreciation or for a special event (i.e. birthdays, anniversaries, promotions, etc.)

–When people have given you the gift of their time and energy

“Thank You” Basics

• Personal letters should not be typed, they should be hand written

• Follow up in writing, even when you have thanked them in person or on the phone

• Pre-printed notes do not have the same personal impact

When Writing Your Thank You

• Thank the person by mentioning the specific gift or action in the note or letter

• Acknowledge their effort in purchasing the gift or giving their time and attention

• Report how you have used the gift or how their efforts have helped you

Phone Facts…

• 70% of other people’s impression of you is dependant on your vocal quality

• Yes, people can hear your smile

• Yes, people can hear when you are “multi-tasking”

Phone Etiquette

• The person in front of you takes precedence over the phone ringing.– Answer the phone and ask the caller if you can

place them on hold

– When meeting with others, giving reviews, having serious conversations, etc…allow your phone to go to voice mail.

Voice Mail

• Leaving a Voice Mail Message–Keep it short– Leave your phone number slowly–Repeat your name and number again at the

end of the message

Voice Mail

• Recording a Voice Mail Message– Brief is better– Stay away from sound effects, gimmicks, music,

etc– Keep it current

• Always answer your voice mail within 24 hours

Cell Phone Rules

• Phone booths were created for a reason!• Turn off your phone:– During meetings– During social gatherings– At restaurants– At theaters

Cell Phone Rules

• If you must keep it on, explain in advance• If you must speak around others, speak softly• Never ask to borrow someone’s phone except

in an emergency

Netiquette• E-Mail– Don’t be rude– Don’t write entirely in upper or lower case – E-mail cannot replace human contact or a hand

written note– Don’t say anything in an email that you wouldn’t

want on a bulletin board– Grammar and spelling still count– Use the subject line– Don’t send jokes, political plea’s, religious

statements, etc.

“Even primitive people learn that life is easier and that things get done more

efficiently when behavior is modified out of consideration for others!”

Mary Mitchell – Author of Complete Idiot’s Guide to Business Etiquette

Breakout Agenda

Service

Questions