session 6 - urbangirlz · tlc teacher/student manuals ... layout arrange the meeting room in...

SESSION 6A TEEN LEADER'SBUSINESS ETIQUETTE“It is difficult butnot impossible toconduct honestbusiness.”MAHATMA GANDHI

TEEN LEADERSHIP COURSE

SESSION

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Your Self-Image

Background Reading:Eunice Johnson - Publishing Titan

INTRODUCTIONSession 6: A Teen Leader's Business Etiquette isdesigned to expose TL's to proper business etiquette andprotocol practices crucial to success in a businessenvironment. TL's will specifically focus on business attire,protocol and communication.

SESSION PURPOSETo equip TL's with the tools they need to excel in aprofessional environment.

OBJECTIVESTeen Leaders will… Examine the rules of proper business protocol. Learn to dress appropriately in a professional environment. Strengthen their verbal and written communication skills. Learn to project professionalism and confidence.

MATERIALS NEEDED Name tags for each TL TLC Teacher/Student Manuals Copies of all handouts Flip chart/dry erase board Black markers Door prizes Attire and accessory examples Sign-in Sheets

MEETING LAYOUTArrange the meeting room in theatre style seating.Provide a blank or printed name tag for each TL. Set upbusiness attire samples in front of the classroom andplace water bottles on a table in a bowl with ice forwomen to retrieve.

TIME2 Hours

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Suggested Time Agenda

10 Minutes Welcome10 Minutes Session 6

Introduction20 Minutes Business attire20 Minutes Business Protocol20 Minutes Business

Communication10 Minutes Practical

Application10 Minutes Question/Answer10 Minutes Closing

A TEEN LEADER'S BUSINESS ETIQUETTE

SESSION

Suggested Agenda

TEEN LEADERSHIP COURSE79

Your Self-Image

LEADER PREPARATIONRead over the entire session and identify key areas ofdiscussion. Review the session in the Student Manual tocorrelate planned activities and discussion.

Leadership should arrive early and set up the roomaccordingly. Set one table and chair in front of the class touse for meeting demonstration and telephone protocol.

WELCOME TEEN LEADERSGreet each TL as they enter the room. Once everyone isgathered, open the meeting by welcoming everyone. AskTL's to recite their weekly affirmation quote.

INSTRUCTORAfter opening the meeting, explain the purpose of the session.Explain to students that Business Etiquette is one of the mostcrucial skills TL's will learn. In a business environment, thereare codes of behavior and sets of rules that are never spokenyet are observed and judged at all times silently.

Turn discussion to Eunice Johnson. Eunice Johnson was anexecutive at Johnson Publishing Company the publishers ofEbony and Jet. Eunice is best known for her Fashion FairFashion Shows that which continued to until 2010.

Eunice served as an executive at the magazine she and herhusband founded, and was a well respected business womanand professional.

Background Reading Important Points...

- Eunice graduated from college with a degree in sociologyand also received a masters-Founded The Negro Digest in 1942 with her husband JohnJohnson-Created the Fashion Fair cosmetics line in 1973 and it wascarried at several major department stores

After discussion, explain in order to be in business andrespected by millions, you must know how to operate within abusiness environment with character and integrity.

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Key Areas of Discussion

Business AttireBusiness ProtocolBusiness CommunicationProper Introductions

Leader Preparation


SESSION

Leader Preparation

Review the session Prepare session

handouts/power pointor flip chart

Prepare the TLC table withrefreshments, door prizes,etc.

Display business and casual attire.

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SESSION 6A Teen Leader's

Business Etiquette

usiness Etiquette

"A man shouldnever neglect his

family forbusiness."

Walt Disney

Instructor After Introduction and Background Reading discussion, explain the focus ofthe Business Etiquette Session. Explain the Session will focus on three keyareas. Business Attire Business Protocol Business Communication

After Introduction, ask TL's to turn to Session 6 in their TLC StudentManuals and summarize.

How you present yourself in the workplace is crucial toyour success. How you dress, behave, communicate andcarry yourself are all being judged quietly by colleagues,supervisors and clients. In today’s competitive jobmarket, mastering the rules that govern business protocolis essential for TL's desiring to win a scholarship, gain aninternship or to prepare for your first job.

Whether you are a cook or a newly certified radiologytechnician, you must be aware of the rules that govern abusiness environment.

This session will teach you common business rules andpractices in the workplace and expose common businessmistakes.

INTRODUCTION

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TLC Instructor’s Manual Session 6: A Teen Leader's BusinessEtiquette

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Instructor Open discussion by reviewing Business Attire.

I. BUSINESS ATTIREBusiness attire is a style of clothing worn in professionalsettings. In the past, business attire equated to wearing ajacket and tie for men, and business suits for women.Things have changed however. Today, most workplaceenvironments allow for more causal attire. This basicrule is the more corporate the environment, the more likelyyou will be required to wear a more tailored suit;on the other hand, the more casual the environmentthe more you can dress less tailored.

How you dress for work communicates non-verbal messagesand as a young leader, you want to make sure youare communicating the correct message.

Your Attire Communicates Your Professionalism Your Future Goals Your Ability To Represent the Company Your Business Knowledge Your Attention to Detail Your Self-Worth

Instructor After explaining what TL's clothes communicate, move to discussion onappropriate attire in business settings. Explain to TL's how they dressin a business setting depends on the workplace dress code.

Explain there are three styles of dress codes in the workplace. Display anexample of each.

Corporate Casual Uniform


What do your clothessay about you?

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Corporate Casual Uniform

CEO’s, politicians Call Centers, Nurses, doctors,Judges, attorney community mailmen, etc.

centers

Corporate Work Environment

If you work in a corporate work environment, your clothing will be moretailored and simple. Understated jewelry, hair and hair color is mostappropriate in a corporate setting.

Make sure your shoes are shined and have no scuff marks. If the heel of yourshoe is worn, don’t wear them. Beat up looking shoes brings down the polishof your ensemble.

Complete dark suits with a printed or patterned shirt to soften the look.

Casual /Uniform Work Environment

In a casual work environment, less tailored clothing is more permissible;however, it is still important to be well-groomed and appropriate. Stayaway from wrinkled, ripped and poorly maintained clothes even in acasual work environment.

If you are required to wear a uniform, make sure it is clean and pressed.Accessorizing with small jewelry will give you personality in a sea ofworkers dressed exactly like you.

Instructor Explain to TL's regardless of the workplace dress code, be sure to keep in mindin the workplace, everything they wear needs to be appropriate.

Refer to the display table in front of the room as you are discussingappropriate and inappropriate clothing. You can also display accessories,scarves and shoes on the table as well.



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APPROPRIATE

Appropriate Work Bottoms

The above referenced styles are most appropriate in the workplace. Note the length of the skirtshould stop right above the knee. Stay away from too short and too tight.



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Appropriate Work Tops

The above referenced styles can be worn in both a corporate and casual environment as long asyou put on a suit jacket in a corporate setting. In all work environments, stay away from blousesthat are too short, too tight or plunge too far down at the neck line.

Instructor Organizations like “Dress for Success,” give away suits. This would be a greatopportunity to distribute suits if possible.

ACESSORIESLarge hoop earrings and bling is inappropriate in theworkplace. Stick with well crafted understated jewelry.Add flair with the color of the earring but not with thesize of the earring.

HAIRSTYLESHairstyles in the workplace should be understated instyle and in color. Be sure to groom your hair daily,and make sure it smells pleasant. Wearing big andcolorful accessories in your hair is never appropriatein a corporate work environment; however, they aresometimes tolerated in a more casual workenvironment.

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AppropriateInappropriate

AppropriateInappropriate

Appropriate Work Shoes

Instructor After reviewing clothing and shoes, briefly discuss the impact of colors.

Mixing and matching authoritative colors with light colors will soften your look.In a business environment, make sure your colors speak professionalism.

Dark colors – (black, dark blue, grey) - speaks authority, expertiseLight colors – (yellow, pink, oranges) - casual, subordinate

Explain the higher the position, the darker the suite should be. Stay away frombright colors in the workplace. Bring in color with accessories.

FINAL BUSINESS ATTIRE TIPSMake sure… Clothes are clean Clothes are pressed Clothes fit properly Shoes aren’t dirty or scoffed Remove all grooming aids

II. BUSINESS PROTOCOLBusiness Protocol is the unspoken rule of business etiquette, which include: Introductions andGreetings and Workplace Etiquette.



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Instructor Explain in a business setting employees operate under two standards of workplacerules of behavior. The rules written in the Employee Handbook which include:vacation, sexual harassment, personal phone calls, etc. which are meant for theentire staff to read.

Because written, these rules are often broken and provide the company a legalreason to terminate an employee.

Spoken Workplace Rules Unspoken Workplace RulesTardiness, personal phone calls, Handshakes, introductions, propervacation, harrassment, etc. introductions

Instructor Explain the first form of etiquette was the handshake. Soldiers would extend theirhand to opposing forces when meeting to show them they have come in peace.The handshake is the universal “hello.”

After explaining, review improper ways to shake hands. Ask TL's to join you infront of the classroom to demonstrate. Allow 5 minutes for this activity. Reviewcommon improper handshakes.

Common Incorrect Handshake

Finger Tip The Limp Fish Bone Crusher The Clasp

Correct HandshakesThough incorrect handshakes can spell disaster, the steps below will help you get it right everytime.

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Proper Handshakes- Start and stop crisply- Don’t shake the hand too hard- Pump the hand 3 to 5 times- Should last about 3 seconds- Make eye contact- Don’t hold the hand too firmly

SPECIAL NOTEIn the workplace, it is never appropriate to touch a colleague in any other way than a handshake.Hugs and kisses are expressly forbidden in a corporate work environement.

Instructor Close the discussion on handshakes by asking TL's to demonstrate. You can eitherhave them demonstrate in front of the classroom or have TL's turn to one anotherto shake hands. Allow 5 minutes for the exercise. After the handshakedemonstration, give TL's a 5 minute break. After the break, turn discussion toproper introductions.

Explain introductions are used to break the ice and set others at ease whenentering a new environment. Proper introductions entail knowing which order tointroduce clients, supervisors and colleagues as well as what to say whenintroduced.

WHO’S ON FIRSTThe most important person’s name is mentioned first.The person who is being introduced is the name that is stated second.

Business IntroductionsThe person introduced first is based on rank.

Social IntroductionsWhose introduced first is based on age and chivalry.

EXCEPTIONIn a business setting, disregard the rank when ntroducing an elected official or client before youintroduce the highest ranking person in the company.

Throughout your career, you will introduce and be introduced to many people. Making properintroductions is an unspoke rule in the corporate environment.



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Below are some common introduction scenarios that you will experience in both the corporateand social environment.

Final Introduction Tips- If you have forgotten someone’s name, it’s okay to ask them their name again. Make

your apologies and move on.- Stand up straight and don’t lean on anything.- When making an introduction, tell a little bit about the person you are introducing.- Stand approximately three feet from whomever you’re speaking.- Make eye contact.

11Common Introductions

Men and Women

CEO

Boss to Client

Same Rank

Young to Older

Co Worker to aClient

Traditionally a man is introduced to a woman.“Ms. Leonard, I would like to introduce my swim coach, Mr. Williams.”

The highest ranking person, (whether male or female, young ormature) is mentioned first.“Mr. CEO (most important) this Alice Jones, our Marketing Director.”

In a business setting, elected official or client is introduced first.“Mr. Client (most important) this is Alice Jones our CEO.”

When two people are the same rank, introduce the person you areless acquainted with to the one you are more acquainted with.“LaKeisha Wheeler (you know). I’d like to introduce Quincy Banks.Quincy is a Senior Executive in our San Diego office (you don’t knowwell).”

Introduce a younger person to a more mature (older) person.“Mrs. Jones (mature person), I’d like to introduce Yolanda (youngerperson).”

Clients are always introduced first.“Client (most important), I’d like to introduce Ms. Co-Worker.”



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Instructor After rehearsing introductions, begin discussion on Office Protocol. OfficeProtocol are standard rules of behavior that fosters work ethic, order andproduction.

AttendanceEmployers expect their employees to be there to do their job. Each day a worker is absent, something is not getting done and the company is loosing money. Make very effort to go to work daily. If for some reason you cannot attend, call your direct

supervisor and explain why you are unable to come to work. Go into work with a positive and productive attitude.

PunctualityIt is important to arrive at work and for appointments on time. Always arrive at least five minutes before your appointment time. Never be late two days in a row. If you are going to be late, call and let your employer know. Complete your work in a timely and accurate manner. If you can’t finish it in time, let the person know who assigned the task to you.

Office GossipThe less you say the more your work will be respected. Steer clear of office politics and gossip. If you are approached by someone gossiping, you should not comment and or participate in the

conversation, excuse yourself. Don't stop at anyone else’s cubicle to gossip.

Cultural SensitivityWe live in a completely global society. You will come in contact with people of all races, religionsand political beliefs. Be respectable to fellow employees and leave your personal beliefs out of theworkplace.

Work SpaceOffices are much more open and anyone can walk by and see your work area. Clearing your spacedaily will help you leave each day with a clear mind. Keep personal items to a minimum at work.

III. Business CommunicationInstructor After the discussion on Office Protocol, ask TL's

if they have any questions in this area. After answeringquestions, turn discussion to Office Communications.

Explain to TL's that while employed, they will beresponsible for communicating with the public in various ways.This segment of the session deals with the proper way to handlebusiness communication.



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Communicating During a Meeting- Always think before you speak, and weigh your words carefully.- Don’t interrupt when someone is speaking.- Always smile at colleagues and be friendly and open.- Avoid confrontations and harsh words.- Acknowledge the contribution of others. When referring to projects say “we.”- If you disagree with something, with respect state your case without emotion.

IV. Telephone CommunicationAsk TL's if they have ever spoken to a rude person on the telephone. Ask them how it madethem feel. Jot their responses down on the flip chart or dry erase board.

After the discussion, turn to the proper telephone etiquette discussion. Explain theimportance of conveying professionalism and assurance while on the telephone.

When Making a CallIdentify yourself and your company.Example: “This is Ms. Jones with The Business.”

Explain to students that even if theperson on the other line is rude,they are still to treat them with respect.

If the person is unavailable, leave your name, company name, and telephone number with the personwho answers the telephone.

If you get voice mail, leave your name, the date, the time you called, your phone number, and a briefmessage. Don’t be too detailed.



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General Telephone Guidelines

Demonstrate a proper message for TL's. After discussion review the General Calls Guidelines.

Answering the TelephoneExplain to students the importance of how they soundwhen they answer the telephone. Encourage students to begin the phone call by smiling anddemonstrate the following behaviors to stress the point.

Voice LevelMonotone – Makes you sound bored and uninterested.Too Loud – Makes you seem anxious.

Body LanguageSlumped over – You sound closed off and preoccupied.Leaning back – You sound too relaxed.Sit Up Straight – You sound alert and prepared.While on the phone, remain professional and don’t use slang or words like honey, dear orsweetheart.

A warning about the InternetExplain to TL's internet crime is a pervasive problem in our society.

Practice Safety – Don’t disclose private information on the internet.

Watch what you post on Facebook. Too often young professionals take pictureswhich find their way to Facebook. Pictures of you and your friends holding up drinkscan portray you in a wrong light.

YouTube – Though a great place to post fun videos, YouTube can also cast you in adark light if the video is inappropriate.

TLC Instructor’s Manual

Stop whatever you’re doing and make the call the priority.

Don’t eat, chew, etc. or have music or a loud television playing in the background.

Speak directly in the telephone slowly and clearly.

Avoid making personal phone calls while at work. If you must take a personal call, step away from your desk.

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When in business, leaving a positive impression is important. The internet and text have causedpeople to become very impersonal, but if you’d like to make an impression, send a thank you note.

Thank You NotesA thank you note should be sent within 24 hours of you receiving a gift, or event etc.

- To thank someone- To acknowledge a gift- To congratulate someone- To convey condolences- To thank someone for lunch or invitation- After a job interview

Instructor After discussion, ask students if theyhave any questions. After you have reviewed basic business skills, prepare for themock interviews. Gives students approxiamtely 10 minutes to prepare.

After conducting brief job interveiws with TL's go over the homework assignment.

Explain each TL's is asked to create a Education Career Portfolio. Show them anexample.

My Academic Portfolio- Create a biography- Take a head shot- 2 Reference Letters- SAT and Standardized Test Scores- Report Cards and Official Transcripts- Awards and Accomplishments

Class Wrap UpMake sure you have…

Reviewed Business AttireReviewed Business Protocol

Reviewed Business CommunicationConduct Mock Interviews

Reviewed Academic Portfolio



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Mock Job Interview

Instructor Adjust your business etiquette workshop by adding a mock job interview.Prepare TL's by distributing a job application and reviewing interviewingskills. Give each TL an opportunity to practice.

Job Interview Tips

Be PreparedDon't just show up for the interview. The more information you have prepared inadvance, the better impression you will make on the interviewer. Take the time to getworking papers (social security card/i.d. or birth certificate) and references, before youstart looking for a job. Bring the following with you to the interview:

Completed job application (if the employer doesn't have it already) Working papers References Resume (if you have one) Note pad / pen

Be PoliteIt's essential to have good manners when interviewing. Shake your interviewer's hand.Don't sit until you are invited to. Don't slouch in your chair. Don't use slang or swear.Be polite, positive, and professional throughout the interview.

Know Your ScheduleKnow what days and hours you are available to work. The employer will ask. Flexibilityis definitely an asset, because the more time you are available, the easier it is for theemployer to set a work schedule. Also know how you are going to get to and fromwork, if you don't drive.

Be on TimeArrive at the interview site a few minutes early. If you're not sure where to go, getdirections ahead of time. If you don't have a driver's license, make sure you have aride.

Go on Your OwnIf your mom or dad brings you to an interview, don't bring them into the interviewroom with you. Go by yourself. It's important that you speak for yourself and connectwith the interviewer, without someone else's assistance.

Send a Thank You NoteTake a few minutes to thank the person who interviewed you. If you have an email address, send an emailthank you note, otherwise send a paper note thanking the interviewer for taking the time to meet with you.


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session 6 - urbangirlz · tlc teacher/student manuals ... layout arrange the meeting room in...

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