the business of business etiquette. 2 goals ultimate goal enhance your personal and professional...
TRANSCRIPT
The Business of Business Etiquette
2
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
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