Gaining the Competitive Gaining the Competitive Edge with Business EtiquetteEdge with Business Etiquette

X420 Discussion Session # 29X420 Discussion Session # 29

Business EtiquetteBusiness Etiquette Discussion Session #29 Discussion Session #29

Professional EtiquetteProfessional Etiquette Dining EtiquetteDining Etiquette Cocktail PartiesCocktail Parties Correspondence Correspondence

EtiquetteEtiquette Office EtiquetteOffice Etiquette Office RomanceOffice Romance Etiquette AbroadEtiquette Abroad

Skip These Skip These Tips……..Tips……..

And you are certain And you are certain to perform theto perform the

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Professional EtiquetteProfessional Etiquette

You only have ONE You only have ONE opportunity to make a opportunity to make a good first impressiongood first impression

First ImpressionsFirst Impressions Within 30 seconds people judge yourWithin 30 seconds people judge your

Economic levelEconomic level Educational levelEducational level Social positionSocial position Level of sophisticationLevel of sophistication Level of successLevel of success

Within 4 minutes people decide yourWithin 4 minutes people decide your TrustworthinessTrustworthiness CompassionCompassion ReliabilityReliability IntelligenceIntelligence CapabilityCapability HumilityHumility FriendlinessFriendliness ConfidenceConfidence

Are First Impressions Lasting?Are First Impressions Lasting?

YESYES Made with emotional not rational brainMade with emotional not rational brain Once made rational brain seeks validationOnce made rational brain seeks validation Don’t want to change opinionsDon’t want to change opinions Labels helps make sense of worldLabels helps make sense of world Experience teaches us validity of first Experience teaches us validity of first

impressionsimpressions

Making Positive First ImpressionsMaking Positive First Impressions

Determine audienceDetermine audience Identify their expectationsIdentify their expectations Establish objectivesEstablish objectives Dress, behave, and communication in a Dress, behave, and communication in a

way that reflects audience expectationsway that reflects audience expectations

A,B,C’s of ImageA,B,C’s of Image

AppearanceAppearance Color, wardrobe, groomingColor, wardrobe, grooming

BehaviorBehavior Etiquette, civility, attitudeEtiquette, civility, attitude

CommunicationCommunication Verbal, nonverbal, writtenVerbal, nonverbal, written

Professional Etiquette—Professional Etiquette— Meeting and Greeting Meeting and Greeting

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

Know whom to introduce firstKnow whom to introduce first Junior to seniorJunior to senior Fellow worker to clientFellow worker to client

Eliminate slang/jargon from your Eliminate slang/jargon from your vocabularyvocabulary

Always on time, always Always on time, always organized, always readyorganized, always ready

Business networking Business networking in social situations in social situations

Never introduce yourself Never introduce yourself by your titleby your title

Name tags on your right Name tags on your right shouldershoulder

Keep your right hand freeKeep your right hand free Stay informed of current Stay informed of current

eventsevents Maintain eye contactMaintain eye contact

Showing RespectShowing Respect

Always use last names with customers Always use last names with customers unless they are about your age and rankunless they are about your age and rank

Don’t keep customers waitingDon’t keep customers waiting Escort clients out Escort clients out When someone of higher rank or from When someone of higher rank or from

outside the organization enters, everyone outside the organization enters, everyone in the office standsin the office stands

Junior employees stand until seniors sitJunior employees stand until seniors sit

Business Cards Business Cards

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

Lunch/Dinner MeetingsLunch/Dinner Meetings

You can survive!You can survive!

Lunch/Dinner HostLunch/Dinner Host

Consider preferences of guestsConsider preferences of guests Give specificsGive specifics Make reservation and reconfirm day beforeMake reservation and reconfirm day before Arrive 10 min early, look at table, meet serverArrive 10 min early, look at table, meet server Greet guest at entrance. Guest precedes down Greet guest at entrance. Guest precedes down

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

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

Lunch/Dinner GuestLunch/Dinner Guest

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

to host if lateto host if late If you arrive before host, you may sit at table but If you arrive before host, you may sit at table but

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

tiptip Thank your host!Thank your host!

Lunch/Dinner Meetings--Lunch/Dinner Meetings--BeginningsBeginnings

Stand on the right side of your chair and Stand on the right side of your chair and enter from your leftenter from your left

Napkins go in lap asap—fold toward waistNapkins go in lap asap—fold toward waist Toasts may be offered before eating and Toasts may be offered before eating and

after dessert. Both are initiated by host. after dessert. Both are initiated by host. Toasted party does NOT drink to himselfToasted party does NOT drink to himself

Pass to the right and do not help yourself Pass to the right and do not help yourself first—pass salt and pepper as a setfirst—pass salt and pepper as a set

Lunch/Dinner Meetings--Lunch/Dinner Meetings-- Ordering Food Ordering Food

Decide on your menu Decide on your menu selections quicklyselections quickly

Order medium-priced foodOrder medium-priced food Think about the mess factorThink about the mess factor Don’t order alcoholDon’t order alcohol Do not share a dessertDo not share a dessert

Lunch/Dinner Meetings—Lunch/Dinner Meetings— Dealing with the Food Dealing with the Food

Put your napkin in your lapPut your napkin in your lap Wait for all people to be served before Wait for all people to be served before

beginningbeginning Know which silverware to use with Know which silverware to use with

which foodwhich food Cut your meat one bite at a timeCut your meat one bite at a time Break off small bites of bread and Break off small bites of bread and

butter only one bite at a timebutter only one bite at a time Hold wine glass by the stem for whites Hold wine glass by the stem for whites

and by the bowl for redsand by the bowl for reds Take cues from the host-if in doubt, Take cues from the host-if in doubt,

watch and copywatch and copy

Lunch/Dinner--FoodsLunch/Dinner--Foods

Soup--dip spoon into soup sideways away from Soup--dip spoon into soup sideways away from you. Sip from side. Tip bowl only for last drops. you. Sip from side. Tip bowl only for last drops. Never crumble saltines in soup Rest spoon on Never crumble saltines in soup Rest spoon on plate when finished.plate when finished.

Salad—eat salad with fork, use knife only as last Salad—eat salad with fork, use knife only as last resort. Leave utensils on plate at 10:20 positionresort. Leave utensils on plate at 10:20 position

Dessert—Slide utensils down from top as Dessert—Slide utensils down from top as dessert is served. Place both on plate when dessert is served. Place both on plate when finishedfinished

Lunch/Dinner—Difficult FoodsLunch/Dinner—Difficult Foods Asparagus—Eat with fingers unless in sauce, then use Asparagus—Eat with fingers unless in sauce, then use

knife and fordknife and ford Bacon—Only very crisp bacon may be eaten with fingersBacon—Only very crisp bacon may be eaten with fingers Pastries—Cut in halves or quarters and eat with fingers Pastries—Cut in halves or quarters and eat with fingers

or forkor fork French fries—Eat with fingers if served with sandwiches French fries—Eat with fingers if served with sandwiches

or burgersor burgers Grapefruit halves—Eat with spoon, leave juiceGrapefruit halves—Eat with spoon, leave juice Lemon Wedge—Squeeze over fish with fingersLemon Wedge—Squeeze over fish with fingers Pasta—Separate a few strands with folk. Twirl onto fork Pasta—Separate a few strands with folk. Twirl onto fork

with tines held again platewith tines held again plate Potatoes—Eat baked potatoes with a fork. Skins with Potatoes—Eat baked potatoes with a fork. Skins with

knife and fork. Move butter from butter plate to potato knife and fork. Move butter from butter plate to potato with fork. Never mash potatoes on plate. Eat chips with with fork. Never mash potatoes on plate. Eat chips with fingersfingers

Lunch/Dinner--TaboosLunch/Dinner--Taboos Elbows on tableElbows on table Salt/pepper on food before tastingSalt/pepper on food before tasting Talking with mouth fullTalking with mouth full Drinking with food in mouthDrinking with food in mouth Gesturing with silverwareGesturing with silverware Pushing back or stacking plates at end of mealPushing back or stacking plates at end of meal Answering or placing cell phone calls at tableAnswering or placing cell phone calls at table Dunking anything into coffee or waterDunking anything into coffee or water Making a fuss over incorrect ordersMaking a fuss over incorrect orders Arranging hair or applying makeup at tableArranging hair or applying makeup at table Picking your teeth at the tablePicking your teeth at the table Asking for a doggy bagAsking for a doggy bag

Lunch/Dinner Meetings--Lunch/Dinner Meetings-- Formal Place Settings Formal Place Settings

Lunch/Dinner Meetings--Lunch/Dinner Meetings-- Formal Place Settings Formal Place Settings

Lunch/Dinner Meetings--Lunch/Dinner Meetings-- Silverware Silverware

Lunch/Dinner Meetings--ExtrasLunch/Dinner Meetings--Extras

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

European styleEuropean style Remove anything from your mouth with the same Remove anything from your mouth with the same

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

chairchair

Lunch/Dinner Meetings—Lunch/Dinner Meetings— Easy endings Easy endings

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

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

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

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

TippingTipping

Bartender (when drinking in the bar) -- $1 or 15% or round up Bartender (when drinking in the bar) -- $1 or 15% or round up bill to next dollar when paying by the round of drinksbill to next dollar when paying by the round of drinks

Bellman -- $1 per bagBellman -- $1 per bag Cloakroom attendant – If there is no charge tip $1, if there is a Cloakroom attendant – If there is no charge tip $1, if there is a

fee round up to nearest dollarfee round up to nearest dollar Doorman (only for getting you a taxi)-- $1Doorman (only for getting you a taxi)-- $1 Maitre d’ (if you want a good table or want to become a favored Maitre d’ (if you want a good table or want to become a favored

regular) -- $10 - $20 in a handshakeregular) -- $10 - $20 in a handshake Parking Valet -- $1 - $2Parking Valet -- $1 - $2 Taxi – 15% of fareTaxi – 15% of fare Waitperson – 15%-20% of billWaitperson – 15%-20% of bill Washroom attendant – 50 cents or $1.00 in fancy hotelWashroom attendant – 50 cents or $1.00 in fancy hotel Wine steward (handed directly to steward)-- $3-$5 per bottle or Wine steward (handed directly to steward)-- $3-$5 per bottle or

15% of bill when billed separately from food15% of bill when billed separately from food

Cocktail PartiesCocktail Parties

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

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

groupgroup If someone enters your group, greet them and If someone enters your group, greet them and

make introductionsmake introductions

Cocktail Party TipsCocktail Party Tips

Go to food table first—easiest place to start Go to food table first—easiest place to start conversationsconversations

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

Learn how to hold napkin, plate and glass in one Learn how to hold napkin, plate and glass in one handhand

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

Small TalkSmall Talk

3 distinct parts3 distinct parts OpenerOpener MiddleMiddle Break awayBreak away

Small Talk OpenersSmall Talk Openers

IndividualsIndividuals Compliment, weather, food, current eventCompliment, weather, food, current event ““I love your______. Is it a family heirloom?”I love your______. Is it a family heirloom?”

GroupGroup Something pertaining to everyoneSomething pertaining to everyone ““How do you all know each other?”How do you all know each other?” ““Will you be traveling this summer?”Will you be traveling this summer?”

Casual acquaintancesCasual acquaintances General commentsGeneral comments ““How has your year been?”How has your year been?”

Small Talk MiddleSmall Talk Middle

Safe topicsSafe topics Sports, books, movies, theater, art, travelSports, books, movies, theater, art, travel

QuestionsQuestions Ask, listen, elaborate with matching Ask, listen, elaborate with matching

experience, Ask againexperience, Ask again

Be more interested than interestingBe more interested than interesting

Small Talk Break-AwaySmall Talk Break-Away

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

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

Tell them you enjoyed speaking with themTell them you enjoyed speaking with them Discuss next stepsDiscuss next steps

Going for food, to next person, etc.Going for food, to next person, etc.

Correspondence EtiquetteCorrespondence Etiquette Every written invitation gets a Every written invitation gets a

response unless it asks for moneyresponse unless it asks for money Respond within 1 weekRespond within 1 week Follow directions for responseFollow directions for response Special instructions (dress code) will Special instructions (dress code) will

be in lower cornersbe in lower corners Envelope will indicate if you may bring Envelope will indicate if you may bring

guestguest Send “Thank you” letters Send “Thank you” letters Always include a cover letter for Always include a cover letter for

written documentswritten documents Sit on written documents for 24 hours Sit on written documents for 24 hours

(if possible)(if possible)

E-mail EtiquetteE-mail Etiquette

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

MM-ake a point of responding to -ake a point of responding to messages promptlymessages promptly

AA-lways use spell-check and -lways use spell-check and grammar check before sending grammar check before sending messages—be brief and clearmessages—be brief and clear

II-nclude your telephone number in -nclude your telephone number in your messageyour message

LL-earn that e-mail should be used -earn that e-mail should be used for business rather than personal for business rather than personal use—don’t send anything you use—don’t send anything you wouldn’t want to see in publicwouldn’t want to see in public

Telephone mannersTelephone manners

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

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

Speak clearlySpeak clearly State the purpose of your callState the purpose of your call Only use speakerphone for conference callsOnly use speakerphone for conference calls Always smile when using the phoneAlways smile when using the phone Say please and thank youSay please and thank you Judge your audience before making small talkJudge your audience before making small talk Return your callsReturn your calls

Voice Mail/Mobile Phone UseVoice Mail/Mobile Phone Use Realize proper usage of mobile phones in Realize proper usage of mobile phones in

businessbusiness Understand how to leave an adequate Understand how to leave an adequate

voice messagevoice message Check messages frequently on a daily Check messages frequently on a daily

basis basis Avoid using in a restaurant, movie, church, Avoid using in a restaurant, movie, church,

or meetingor meeting Limit your conversation when in close Limit your conversation when in close

quartersquarters Use a quiet voiceUse a quiet voice Don’t give out credit card # Don’t give out credit card # Refrain from using when drivingRefrain from using when driving

Office EtiquetteOffice Etiquette

Be self-aware-use common senseBe self-aware-use common sense Mind your own businessMind your own business Avoid strong cologneAvoid strong cologne Never ever go over your supervisor’s Never ever go over your supervisor’s

headhead Obey your company’s business dress Obey your company’s business dress

attireattire Keep your germs to yourselfKeep your germs to yourself Treat every employee with the same Treat every employee with the same

respectrespect Do not post things of an offensive Do not post things of an offensive

naturenature No matter your job or your title, always No matter your job or your title, always

hold yourself to a higher standardhold yourself to a higher standard

The 12 Commandments of Cubicle EtiquetteThe 12 Commandments of Cubicle Etiquette

Thou shall not enter another Thou shall not enter another person’s cubicle unless you are person’s cubicle unless you are invited. invited.

Thou shall not interrupt someone Thou shall not interrupt someone who is on the telephone by using who is on the telephone by using sign language or any other means sign language or any other means of communication.of communication.

Thou shall think twice before Thou shall think twice before interrupting someone who interrupting someone who appears deep in thought.appears deep in thought.

Thou shall be aware of how your Thou shall be aware of how your voice projects. voice projects.

Thou shall realize that speaker Thou shall realize that speaker phones and cubicles don’t mix.phones and cubicles don’t mix.

Thou shall not discuss a Thou shall not discuss a confidential matter in a cubicle confidential matter in a cubicle setting.setting.

Thou shall realize that everything Thou shall realize that everything you say makes an impression on you say makes an impression on your “internal customers.”your “internal customers.”

Thou shall not make or receive Thou shall not make or receive personal telephone calls during personal telephone calls during the workday.the workday.

Thou shall not establish eye Thou shall not establish eye contact with someone when you contact with someone when you would prefer not to be interrupted. would prefer not to be interrupted.

Thou shall stand up and walk Thou shall stand up and walk toward the entrance of your toward the entrance of your cubicle when you would like an cubicle when you would like an impromptu meeting short.impromptu meeting short.

Thou shall recognize your cubicle Thou shall recognize your cubicle is a direct reflection of you. Keep is a direct reflection of you. Keep it neat and orderly.it neat and orderly.

Meeting EtiquetteMeeting Etiquette Always have your calendar, Always have your calendar,

notebook & pennotebook & pen Never bring up personal Never bring up personal

problems/issues in a professional problems/issues in a professional situation situation

Avoid “you” talkAvoid “you” talk Stay on scheduleStay on schedule In conference rooms hang back until In conference rooms hang back until

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

Office RomanceOffice Romance

Dating a supervisor or Dating a supervisor or subordinate is absolutely a subordinate is absolutely a no-nono-no

Any behavior of a sexual Any behavior of a sexual nature on company nature on company property gives the property gives the company grounds for legal company grounds for legal actionaction

Office Romance Office Romance (When it Happens Anyway)(When it Happens Anyway)

Expect at the very least an office Expect at the very least an office relationship will be frowned uponrelationship will be frowned upon

Risk loss of credibilityRisk loss of credibility Difficulty focusing on workDifficulty focusing on work Don’t use work email or Don’t use work email or

voicemail systems voicemail systems Remember when it ends you will Remember when it ends you will

still have to work with this personstill have to work with this person

Etiquette AbroadEtiquette Abroad

Know the various Know the various cultural nuances of cultural nuances of the particular countrythe particular country

Do your homeworkDo your homework Problem solving & Problem solving &

issues of protocol and issues of protocol and chain of command chain of command differ greatly between differ greatly between countriescountries

Evaluation QuestionsEvaluation Questions

Use:Use:Strongly agreeStrongly agreeAgreeAgreeDisagreeDisagreeStrongly disagreeStrongly disagreeDon’t knowDon’t know

11.. I found the presentation of material easy to understand.I found the presentation of material easy to understand.2. This discussion session increased my knowledge on the subject2. This discussion session increased my knowledge on the subject

presented.presented.3. I will be able to use some of the information from this discussion3. I will be able to use some of the information from this discussion

session in the future.session in the future.4. The presenter was well prepared for this discussion session.4. The presenter was well prepared for this discussion session.5. This presentation should be repeated in future semesters.5. This presentation should be repeated in future semesters.