CAREER & FINANICAL MANAGEMENTCAREER & FINANICAL MANAGEMENT

MUSOLINOMUSOLINO

BOOK ONEBOOK ONEProfessional Business Professional Business

ProtocolProtocol

SavvySavvy professionals know the professionals know theimportance of importance of managing their managing their appearance & behaviorsappearance & behaviors to: to: Make a good impression in all business Make a good impression in all business

situations.situations. Fit in with their company’s corporate Fit in with their company’s corporate

culture.culture. Work well with others.Work well with others.

Chapter ObjectivesChapter Objectives

Learn how toLearn how to Dress & groom yourself for success.Dress & groom yourself for success. Meet & talk comfortably with others.Meet & talk comfortably with others. Work well with other people.Work well with other people. Successfully mix business & pleasure Successfully mix business & pleasure

when you travel.when you travel. Use e-mail & the phone efficiently.Use e-mail & the phone efficiently.

1. Professional Dress & 1. Professional Dress & GroomingGrooming

People are judged by their clothes & People are judged by their clothes & grooming.grooming.

To guide employees, companies have To guide employees, companies have

1. 1. Dress codesDress codes – unwritten or written – unwritten or written rules about what to wear & what not to rules about what to wear & what not to wear.wear.

2. 2. Personnel policiesPersonnel policies – written rules & – written rules & information about working at the information about working at the particular company.particular company.

Dress for the Job InterviewDress for the Job Interview You have only one chance to make a You have only one chance to make a

good first impression.good first impression. Regardless of the job, your suit, shoes & Regardless of the job, your suit, shoes &

haircut should be in style but understated, haircut should be in style but understated, clean & neat.clean & neat.

To keep your right hand free for To keep your right hand free for handshakes, carry only a good leather handshakes, carry only a good leather briefcase to hold extra résumés, pen, briefcase to hold extra résumés, pen, pencil, legal pad & breath mints.pencil, legal pad & breath mints.

Always wear a smile.Always wear a smile.

What She Wears to What She Wears to InterviewsInterviews

A good-quality, conservative, blue, gray, A good-quality, conservative, blue, gray, beige, or tan suit or matching blouse & beige, or tan suit or matching blouse & skirt or dress & jacket with minimal, quiet skirt or dress & jacket with minimal, quiet jewelry and closed-toed pumps or flats.jewelry and closed-toed pumps or flats.

No spike heels, no perfume.No spike heels, no perfume. Subtle make-up; neutral nail color.Subtle make-up; neutral nail color. No jeans or visible tattoos, no flashy or No jeans or visible tattoos, no flashy or

racy clothes that expose too much.racy clothes that expose too much. Dress for the day, not for a night out.Dress for the day, not for a night out.

What He Wears to What He Wears to InterviewsInterviews

A well-fitting, conservative dark blue or A well-fitting, conservative dark blue or gray suit & tie with a white or light blue gray suit & tie with a white or light blue shirt, new or just cleaned.shirt, new or just cleaned.

New polished lace-up shoes or loafers with New polished lace-up shoes or loafers with dark socks.dark socks.

No earrings or visible tattoos or fragrance.No earrings or visible tattoos or fragrance. One ring per hand; clean, short fingernails.One ring per hand; clean, short fingernails. Just shaved. Neatly trimmed beard or Just shaved. Neatly trimmed beard or

mustache. Well-combed hair.mustache. Well-combed hair. Clean teeth; spotless eyeglasses.Clean teeth; spotless eyeglasses.

Dressing On the Job: Casual Dressing On the Job: Casual Day and Every DayDay and Every Day

Dress like those in the upper ranks, Dress like those in the upper ranks, not the lower ranks.not the lower ranks.

Wear uniforms or clothes with corporate Wear uniforms or clothes with corporate logos if others do.logos if others do.

Dress up for special meetings.Dress up for special meetings. Notice how attire changes by season, Notice how attire changes by season,

department, or region, and adapt.department, or region, and adapt. Some companies have a designated Some companies have a designated

casual daycasual day for dressing down a notch for dressing down a notch from business suits unless visitors will be from business suits unless visitors will be there.there.

Effective Shopping & Effective Shopping & TravelingTraveling

Invest in a quality wardrobe, getting help if needed Invest in a quality wardrobe, getting help if needed from a friend or a department store fashion from a friend or a department store fashion consultant. consultant.

When traveling, When traveling, 1. Call ahead to learn the dress code. 1. Call ahead to learn the dress code. 2. Err in overdressing, not under-dressing. 2. Err in overdressing, not under-dressing.

Formal American business attire is Formal American business attire is acceptable everywhere.acceptable everywhere.3. Use a garment bag to reduce wrinkling.3. Use a garment bag to reduce wrinkling.4. Arrive early to rest & touch up your4. Arrive early to rest & touch up your

appearance.appearance. English is the business world’s universal language, English is the business world’s universal language,

but learn a few local phrases if traveling abroad.but learn a few local phrases if traveling abroad.

Grooming Do’s & Don’tsGrooming Do’s & Don’ts GroomingGrooming is the preparation of your body for a is the preparation of your body for a

good professional appearance.good professional appearance. Haircuts:Haircuts: conservative with women’s hair conservative with women’s hair

shoulder-length or shorter & men’s hair not shoulder-length or shorter & men’s hair not touching the collar or ears.touching the collar or ears.

Do not groom in publicDo not groom in public; go to the rest room to ; go to the rest room to put on lipstick, pick teeth.put on lipstick, pick teeth.

Do not chew gum. Use breath mints.Do not chew gum. Use breath mints. Keep Keep fingernailsfingernails clean & even. clean & even. Keep a Keep a travel kittravel kit of grooming aids at your desk of grooming aids at your desk

for touch-ups & emergencies.for touch-ups & emergencies. ExerciseExercise to stay trim. to stay trim.

2. Meeting & Greeting2. Meeting & Greeting In business, people often must In business, people often must

meet new people to do business.meet new people to do business.

Prepare yourself to meet & greet Prepare yourself to meet & greet with a professional appearance & a with a professional appearance & a positive, enthusiastic attitude.positive, enthusiastic attitude.

Take the initiative to introduce Take the initiative to introduce yourself with a handshake, your yourself with a handshake, your name, a bit of small talk, and your name, a bit of small talk, and your business card.business card.

A smile & a handshake…A smile & a handshake… Make your Make your body languagebody language (your body (your body

movements & posture) friendly and movements & posture) friendly and inviting.inviting.

Make eye contact. Smile!Make eye contact. Smile! Say “Hello” & shake hands firmly.Say “Hello” & shake hands firmly. Tell your name & get the other person’s Tell your name & get the other person’s

name; repeat it to remember it.name; repeat it to remember it. Use a pleasant small talk line orUse a pleasant small talk line or opening question that opening question that you’ve rehearsed.you’ve rehearsed.

To err is human…To err is human… Late for a meeting despite leaving early for Late for a meeting despite leaving early for

it? it? ApologizeApologize briefly, and then get down to briefly, and then get down to business.business.

Called the client by the wrong name? Admit Called the client by the wrong name? Admit your innocent mistake, your innocent mistake, apologize apologize briefly, briefly, and move on.and move on.

Treated a person with a Treated a person with a disabilitydisability (physical or mental condition that limits (physical or mental condition that limits performance) differently? performance) differently? ApologizeApologize and and treat that person the same as anyone else, treat that person the same as anyone else, remembering you’re both there to do remembering you’re both there to do business.business.

3. Interacting at Work3. Interacting at Work Business is about people Business is about people

working together despite working together despite their differences.their differences.

The better you work with The better you work with people, the more you’ll people, the more you’ll succeed in your business.succeed in your business.

To work with people To work with people successfully, you must successfully, you must give respect and give respect and expect respect.expect respect.

Equal Treatment is Your Equal Treatment is Your RightRight

Do not harassDo not harass others with sexual pressure to others with sexual pressure to date, sexually oriented jokes or pictures, ethnic date, sexually oriented jokes or pictures, ethnic slurs, improper criticism, humiliation.slurs, improper criticism, humiliation.

Do not be prejudicedDo not be prejudiced against others due to against others due to their gender, race, religion, etc. that has nothing their gender, race, religion, etc. that has nothing to do with their abilities.to do with their abilities.

Do not tolerate harassment or prejudiceDo not tolerate harassment or prejudice. . Try to resolve the problem peacefully with the Try to resolve the problem peacefully with the offending person; report it to management if offending person; report it to management if necessary. necessary. DocumentDocument incidents by putting the incidents by putting the details in writing.details in writing.

Know that office romance can lead to claims of Know that office romance can lead to claims of harassment or harassment or favoritismfavoritism (special treatment (special treatment given to an employee regardless of work given to an employee regardless of work performance).performance).

R-E-S-P-E-C-TR-E-S-P-E-C-T

To grease the wheels of business,To grease the wheels of business,

avoid harassment & prejudice andavoid harassment & prejudice and

respect your colleagues in 8 ways:respect your colleagues in 8 ways:

1. Be courteous. Say “Good morning!” 1. Be courteous. Say “Good morning!” and “Please” and “Thank you!”and “Please” and “Thank you!”

2. Respect privacy even if there’s no 2. Respect privacy even if there’s no door.door.

3. Don’t interrupt. Wait politely.3. Don’t interrupt. Wait politely.

4. 4. Be on timeBe on time..

5. Don’t gossip or backstab. Say, “I’d rather 5. Don’t gossip or backstab. Say, “I’d rather not talk about people.” not talk about people.”

6. Respect the 6. Respect the chain of commandchain of command (hierarchy (hierarchy of employees) and report to your of employees) and report to your supervisor, not your supervisor’s boss.supervisor, not your supervisor’s boss.

7. Know the 7. Know the protocolprotocol (conduct code that tells (conduct code that tells you, among other things, how to address you, among other things, how to address people).people).

8. Respect yourself.8. Respect yourself.

Be a Productive Team Be a Productive Team MemberMember

Productive team members are valued Productive team members are valued employees. To stay productive:employees. To stay productive:

1.1. Communicate frequently & promptly.Communicate frequently & promptly.

2.2. Stick to business.Stick to business.

3.3. Stay organized.Stay organized.

4.4. Avoid annoying others with music or chitchat Avoid annoying others with music or chitchat or speakerphones.or speakerphones.

5.5. Help others and ask for help when you need Help others and ask for help when you need it.it.

4. Business Travel & Meals4. Business Travel & Meals

Traveling to customers & sharing Traveling to customers & sharing meals builds relationships and meals builds relationships and business if done well.business if done well.

Productive business trips require:Productive business trips require:1. planning ahead and using1. planning ahead and using2. proper 2. proper etiquetteetiquette (rules of (rules of

politeness & courtesy including table politeness & courtesy including table manners & other appropriate manners & other appropriate behavior in public).behavior in public).

Prepare for Your TripPrepare for Your Trip If If drivingdriving::

1. Clean your car inside & out or reserve a 1. Clean your car inside & out or reserve a nice rental car in advance.nice rental car in advance.

2. Take a map.2. Take a map.

3. Allow extra time for traffic jams.3. Allow extra time for traffic jams.

4. Know the local driving rules & laws about 4. Know the local driving rules & laws about cell phone usage when driving.cell phone usage when driving.

5. Confirm all hotel reservations.5. Confirm all hotel reservations.

6. Hang your clothes in the car in a 6. Hang your clothes in the car in a garment bag to reduce wrinkles.garment bag to reduce wrinkles.

If If flyingflying::11. . Arrive at the airport Arrive at the airport extra earlyextra early with a with a

photo ID.photo ID.2. Never joke about hijacking or bombs.2. Never joke about hijacking or bombs.3. If flying abroad, bring your 3. If flying abroad, bring your passportpassport (your (your

government ID) and if needed, a government ID) and if needed, a visavisa (official permission to enter a country). A (official permission to enter a country). A travel agent can help you obtain them.travel agent can help you obtain them.

4. Don’t talk loudly on the phone in 4. Don’t talk loudly on the phone in public about work.public about work.5. Respect airline employees.5. Respect airline employees.6. Be on your best behavior.6. Be on your best behavior.

General Travel TipsGeneral Travel Tips Dress as you would for work, or better.Dress as you would for work, or better. Confirm all hotel, car, and flight reservations and Confirm all hotel, car, and flight reservations and

your business meetings.your business meetings. Take work with you so you can be productive Take work with you so you can be productive

during wait times.during wait times. Make a travel checklist of what you’ll take with Make a travel checklist of what you’ll take with

you on business trips, including a pen, a pad, and you on business trips, including a pen, a pad, and a watch.a watch.

Take your credit card (your own or the Take your credit card (your own or the company’s) and business cards.company’s) and business cards.

Keep all your receipts to be reimbursed.Keep all your receipts to be reimbursed. Call your office frequently.Call your office frequently.

At the HotelAt the Hotel

Unpack right away.Unpack right away. Iron any wrinkled clothes.Iron any wrinkled clothes. Keep your room neat & tidy since you Keep your room neat & tidy since you

may have client guests.may have client guests. Use the hotel’s Use the hotel’s conciergeconcierge, , a hotel a hotel

employee with a desk in the lobby, for employee with a desk in the lobby, for directions, restaurant tips, or problems.directions, restaurant tips, or problems.

About Dining with Clients & About Dining with Clients & Business AssociatesBusiness Associates

Turn off your cell phone.Turn off your cell phone. Keep the talk light & pleasant.Keep the talk light & pleasant.

- Avoid talk of religion, politics, anyone’s - Avoid talk of religion, politics, anyone’s sex life.sex life.- Don’t badmouth your company or - Don’t badmouth your company or anyone you’ve worked for.anyone you’ve worked for.- Keep your emotions in control.- Keep your emotions in control.

Wait until after the main course to talk Wait until after the main course to talk business.business.

Pick up the check if you’re the host.Pick up the check if you’re the host.

Ms. Manners says:Ms. Manners says: Don’t begin eating until everyone has Don’t begin eating until everyone has

been served.been served. If your food has been delayed and the If your food has been delayed and the

others have theirs, tell them they can eat.others have theirs, tell them they can eat. Don’t talk with your mouth full.Don’t talk with your mouth full. Chew with your mouth closed.Chew with your mouth closed. Drink no alcohol or less than anyone else.Drink no alcohol or less than anyone else. Use the “b” for bread and “d” for drink Use the “b” for bread and “d” for drink

rule of thumb.rule of thumb. When done, put your knife & fork parallel When done, put your knife & fork parallel

on your plate.on your plate. If dining at someone’s house, bring a small If dining at someone’s house, bring a small

gift & send a thank-you note.gift & send a thank-you note.

5. Business by Phone & E-5. Business by Phone & E-MailMail

Much of business today is done by Much of business today is done by telephone or e-mail.telephone or e-mail.

Use these media tools well byUse these media tools well by

- Knowing their features.- Knowing their features.

- Preparing carefully.- Preparing carefully.

- Conveying a positive tone. - Conveying a positive tone.

- Being clear, accurate & concise.- Being clear, accurate & concise.

Phone MannersPhone Manners When speaking, use your words & voice to When speaking, use your words & voice to

convey politeness & enthusiasm.convey politeness & enthusiasm. Check with company policy to decide on a Check with company policy to decide on a

greeting when you answer your phone or greeting when you answer your phone or others’ phones.others’ phones.

Learn how to apply your phone’s features Learn how to apply your phone’s features to put caller on hold, transfer calls, and to put caller on hold, transfer calls, and make a make a conference callconference call (one that (one that includes people at three or more includes people at three or more locations).locations).

Don’t irritate others by using a cell phone Don’t irritate others by using a cell phone in a crowded place.in a crowded place.

Don’t name anyone or mention your Don’t name anyone or mention your company’s name when using your cell company’s name when using your cell phone in a public place.phone in a public place.

Don’t have a phone on speaker when Don’t have a phone on speaker when placing a call; always ask the person you placing a call; always ask the person you called for permission to use the called for permission to use the speakerphone feature.speakerphone feature.

Don’t use the speakerphone with someone Don’t use the speakerphone with someone of higher rank.of higher rank.

Screen your calls when necessary.Screen your calls when necessary. Return all calls as soon as possible.Return all calls as soon as possible.

Prepare before making important phone Prepare before making important phone callscalls- List your main points or ideas.- List your main points or ideas.- Rehearse a few sentences or questions & - Rehearse a few sentences or questions & listen to your tone.listen to your tone.- Have information ready.- Have information ready.- Anticipate questions.- Anticipate questions.- Have at hand a pen, a pad, and your - Have at hand a pen, a pad, and your appointment calendar.appointment calendar.- At the end, summarize what you’ve - At the end, summarize what you’ve discussed; confirm who’s doing what; say discussed; confirm who’s doing what; say thank you and good-bye.thank you and good-bye.

Leaving a Good MessageLeaving a Good Message If you reach someone’s If you reach someone’s voice mailvoice mail

(telephone message system that lets (telephone message system that lets callers leave on an individual’s phone callers leave on an individual’s phone messages that can heard later by the messages that can heard later by the individual), you shouldindividual), you should

- leave your full name & number, - leave your full name & number, enunciating carefully.enunciating carefully.

- tell why you called.- tell why you called.

- tell when you can be reached.- tell when you can be reached. If you don’t get a return call, If you don’t get a return call, call againcall again

since messages sometimes get lost.since messages sometimes get lost.

Your Message Your Message AnnouncementAnnouncement

Make callers glad they called. When Make callers glad they called. When recording your voicemail greetingrecording your voicemail greeting- Keep it short, as in “This is so & so; - Keep it short, as in “This is so & so; please leave me a message.”please leave me a message.”- Do give your name.- Do give your name.- Don’t rudely say, “I’ll get back to you at - Don’t rudely say, “I’ll get back to you at my convenience” or “when I can.”my convenience” or “when I can.”- Check your company policy on additional - Check your company policy on additional options such as call-forwarding.options such as call-forwarding.- Do speak clearly & enthusiastically.- Do speak clearly & enthusiastically.

Calming Angry CallersCalming Angry Callers Your company’s main job is to keep Your company’s main job is to keep

customers happy so they’ll remain customers happy so they’ll remain customers.customers.

Should you take a call from a customer Should you take a call from a customer who’s angry with the company or a product:who’s angry with the company or a product:- Remain calm yourself while you let the caller - Remain calm yourself while you let the caller vent.vent.- Don’t argue but do express concern and - Don’t argue but do express concern and willingness to help.willingness to help.- Transfer the caller to someone who can help if - Transfer the caller to someone who can help if you can’t.you can’t.- Don’t put up with verbal abuse. Hang up if the - Don’t put up with verbal abuse. Hang up if the caller doesn’t heed your request to stop.caller doesn’t heed your request to stop.- At the end of the call, thank the caller for - At the end of the call, thank the caller for reporting the problem.reporting the problem.

You’ve Got E-Mail!You’ve Got E-Mail! E-mailE-mail = written messages sent = written messages sent

electronically from computer to computer electronically from computer to computer over the Internet or an office network.over the Internet or an office network.

As with voice mail, always reply ASAP.As with voice mail, always reply ASAP. E-mail makes communicating with many E-mail makes communicating with many

people quick & easy.people quick & easy. It can be a permanent record – or it can It can be a permanent record – or it can

be accidentally deleted!be accidentally deleted! Remember, e-mail is not private.Remember, e-mail is not private.

Writing E-mailWriting E-mail Make your message clear, concise, and Make your message clear, concise, and

correct.correct. Use standard American English. Use standard American English. Avoid slang, vulgarity, abbreviations.Avoid slang, vulgarity, abbreviations. Use your spell-check & grammar-check.Use your spell-check & grammar-check. Don’t get fancy: use simple words & Don’t get fancy: use simple words &

sentences.sentences. Re-read and revise.Re-read and revise. For very important e-mails, have a trusted For very important e-mails, have a trusted

colleague review it.colleague review it.

Sending E-mailSending E-mail When responding to an e-mail you received, click When responding to an e-mail you received, click

on on “Reply”“Reply” and the original message will be sent and the original message will be sent along with your response so you both have a along with your response so you both have a record of the “conversation.”record of the “conversation.”

Use the Use the “cc”“cc” option to send a copy to others to option to send a copy to others to keep them informed.keep them informed.

Don’t want to let the recipient know you’re Don’t want to let the recipient know you’re copying someone? Use the copying someone? Use the “bcc”“bcc” feature. feature.

““Return receipt”Return receipt” will let you know your will let you know your message has been received or opened.message has been received or opened.

Click on Click on “Forward”“Forward” to send an e-mail you to send an e-mail you received to someone else.received to someone else.

Chapter 2 RecapChapter 2 Recap To become a successful professional, follow To become a successful professional, follow

business protocol (code of conduct) in & out of business protocol (code of conduct) in & out of the office when you:the office when you:

Groom and dress for success.Groom and dress for success. Meet and greet people enthusiastically.Meet and greet people enthusiastically. Interact with others at work courteously.Interact with others at work courteously. Travel wisely and mind your manners when Travel wisely and mind your manners when

dining with business associates.dining with business associates. Communicate carefully & clearly when doing Communicate carefully & clearly when doing

business by phone & e-mail.business by phone & e-mail.