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Business Etiquette Lecture Four

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Page 1: Western etiquette. business etiquette

Business Etiquette

Lecture Four

Page 2: Western etiquette. business etiquette

Business Etiquette Test

Your boss, Ms. Andrews, enters the room when you’re meeting with a client, Mr. Block. You rise and say “Ms. Andrews, I’d like you to meet Mr. Block, our Montreal client”

You answer the phone for a peer who’s available, and ask “Who’s calling please?”

Page 3: Western etiquette. business etiquette

Business Etiquette Test

In a restaurant, you drink thin soup served in a cup with no handles

The male pays when he’s having a business meeting at a restaurant with a female colleague

When you greet a visitor in your office, let him sit where he wishes

Page 4: Western etiquette. business etiquette

Business Etiquette Test

You leave a luncheon meeting after two hours

You’re scheduled to meet an associate for a working lunch. If your associate hasn’t arrived after thirty minutes, you order and eat

Name tags should be placed on the right shoulder

Page 5: Western etiquette. business etiquette

Business Etiquette Test

It’s proper to give business cards to everyone at business meetings

It’s unacceptable to discuss food preferences at employer receptions

It’s appropriate to take phone calls while in meetings

Page 6: Western etiquette. business etiquette

Business Etiquette Test

It’s important to hold doors open for women

It’s okay not to attend office partiesIt’s correct for women to extend their

hands when greeting others

Page 7: Western etiquette. business etiquette

Who’s First in introduction?

When making an introduction, introduce the person who is being presented last.

Keep in mind that social etiquette is based on chivalry (politeness) so in a social situation we defer (postpone) to people based on gender and age by introducing women first and then those oldest

Page 8: Western etiquette. business etiquette

Who’s First in introduction?

Business etiquette is different because it is based on hierarchy

Gender and age play no role but rank and authority do

The rule is that people of lesser authority are introduced to people of greater authority: “Mr./Ms. CEO, I would like to introduce Mr./Ms. Junior Executive

Page 9: Western etiquette. business etiquette

Who’s First in introduction?

Remember eye contactLook and speak to the greater authority

first; look at and speak to the lesser authority second

Page 10: Western etiquette. business etiquette

One Important Exception

The “who’s first” general rule is that no one, not even the CEO of your company, is more important than your client.

A client is always more important than those in your company

Page 11: Western etiquette. business etiquette

One Important Exception

The same goes for an elected official: “Mr. Muldoon, I would like to introduce Ms. Cooper, our chief executive officer. Mr. Muldoon is our client from Dublin.” And “State Representative Jones, I would like to introduce Ms. Cooper, our chief executive officer”

Page 12: Western etiquette. business etiquette

What Do You Say?

Same as a regular introduction: If someone introducing you

mispronounces your name or gives you the wrong title….

Page 13: Western etiquette. business etiquette

You Say…

“Jim is not the first person to have trouble pronouncing my name. It’s…(give the correct pronunciation).” And: “I’m afraid Jim has given me a promotion (or demotion). Actually, I’m now (give current title)

Humour always helps and shows that you are not making a big deal out of it

Page 14: Western etiquette. business etiquette

In a Business Atmosphere Avoid…

Expressing negative attitudes. If you are feeling and thinking negatively, your mindset will find expression in surliness (coldness), bad temper, and general unpleasantness

Brown Paper Bag Analogy

Page 15: Western etiquette. business etiquette

In a Business Atmosphere Avoid…

Wearing inappropriate clothing. Although we like to think that we judge others by their behaviour and not their appearance, it remains true that we base our opinions of others, to a large degree, on what we see

Club/Bar Clothes vs. Work ClothesExample: Steamwhistle Interview

Page 16: Western etiquette. business etiquette

In a Business Atmosphere Avoid…

Failing to make introductions. Allowing someone to stand around without introducing him or her can make everyone present feel uncomfortable

Disregarding social courtesies. Forgetting to say please, thank you, and excuse me, and failing to perform other common civilities makes colleagues and superiors doubt your judgment

Page 17: Western etiquette. business etiquette

In a Business Atmosphere Avoid…

Criticizing others in public. Generally, the criticizer comes off looking worse than the person being criticized

Taking messages carelessly.Making people wait.Pronouncing names wrong or

forgetting names altogether.

Page 18: Western etiquette. business etiquette

In a Business Atmosphere Avoid…

Using vulgar and inappropriate language.

Giving someone the runaround, which means things like ducking responsibility and giving vague or conflicting answers

Example

Page 19: Western etiquette. business etiquette

Business Appointments and Functions

Don’t scatter things around. Keep files on your lap. Put your briefcase or handbag on the floor or keep it on your lap. Don’t put things or touch things on the other person’s desk

Page 20: Western etiquette. business etiquette

Business Appointments and Functions

Complimenting people on their appearance is perfectly correct if the compliment is sincere. At the office however, you’re best to compliment the work, not the clothes

Page 21: Western etiquette. business etiquette

Faux Pas

Don’t give false compliments Don’t tell polite lies to people at social

functions

Page 22: Western etiquette. business etiquette

Faux Pas

Example: “You look fabulous” can sound hollow when a person says it too often. “It’s been a long time since I’ve seen you” can be better than an insincere “It’s great to see you”

People will detect your insincerity, no matter how good of an actor you think you may be.

Page 23: Western etiquette. business etiquette

The Least You Need to Know

Researchers say that people skills are more important than either technical skills or knowledge for advancement in the business world

Gender plays a minor role in business relationships. Rank plays the major role

71-73 cents to a dollar

Page 24: Western etiquette. business etiquette

The Least You Need to Know

When in doubt about how to dress, take your clues from the people who are running your company

Before buying any piece of clothing, consider the position you hold and the specific business environment, as well as factors such as climate, geography and occasion

Page 25: Western etiquette. business etiquette

The Least You Need to Know

When complimenting someone, make sure you are sincere. When accepting a compliment, graciously say thank you. Don’t argue the point.

Page 26: Western etiquette. business etiquette

Your Superiors

Top management sets the tone of the workplace and the relationships within the workplace

This includes how people dress and how they address each other

This protocol probably won’t be written anywhere, you will have to learn by observing those around you

Page 27: Western etiquette. business etiquette

Your Superiors

Address your superiors as Mr. or Ms., followed by the surname, not as sir or madam.

Don’t use first names unless and until you are specifically invited to do so.

Page 28: Western etiquette. business etiquette

Your Superiors

Even then, be careful. Just because you have been invited to use the boss’s first name or have had lunch or a golf game with him or her, don’t assume that an intimate or even good ‘pal’ relationship exists between you…

Page 29: Western etiquette. business etiquette

Your Superiors

Remember that relationships in the American business world are based on rank, and rank should always be observed and acknowledged.

Page 30: Western etiquette. business etiquette

Visitors

When you receive a visitor in your office, remember that you are the host and act accordingly

Greet your visitor cordially, which means that you or your secretary should go out to the reception area to meet the guest

Shake hands, make whatever introductions are necessary and escort the visitor to the office

Page 31: Western etiquette. business etiquette

Visitors

If you stay in your office to receive the visitor, be sure to come out from behind your desk to greet him or her, or better still, meet the person at the door, usher the visitor in, and show him/her where to sit

Page 32: Western etiquette. business etiquette

Visiting

Don’t be late. If you happen to be, apologize and explain

When you tell the receptionist your name and mission, also present your business card if you have one

Ask where you can hang your coat if you have one

Page 33: Western etiquette. business etiquette

Visiting

In the office, wait to be told where to sit. If there are a number of chairs, ask which one you should use

Don’t remain standing if your host is seated

Don’t lay papers or documents on the desk or the floor

Put your briefcase or handbag on the floor beside you

Page 34: Western etiquette. business etiquette

Visiting

Don’t fiddle with or touch anything on the desk

Leave promptly when your business is completed

Send a thank-you note for the meeting within 24 hours and try to make the thank-you note not look like a generic ‘cookie-cutter’ product

Page 35: Western etiquette. business etiquette

Thank you Note Example

Dear Helen: Thank you for making time yesterday to help me out with the Andersons projections. Your insights are very much appreciated.

Best Regards,

Tom Walker

Page 36: Western etiquette. business etiquette

Business Meeting Etiquette

How to succeed in meetings: Be prepared! Do your homework! Do not be late! Arrive a little early if

possible, and enter the room with confidence

Page 37: Western etiquette. business etiquette

Business Meeting Etiquette

How to speak at meetings: Think before you speak, and concision is

the key (be concise) Avoid confrontation. Use positive

language. Never start a point with “This might be a bad idea, but…”

Page 38: Western etiquette. business etiquette

Business Meeting Etiquette

Use “we” as much as possible, especially when discussing the work or your team or department

Take credit for work when it is due to you, but only if you are also willing to take responsibility for mistakes

Be organized! Have your notebooks, laptop, pens, agenda, etc. all ready to go when the meeting starts

Page 39: Western etiquette. business etiquette

Business Meeting Etiquette

Keep briefcases and purses on the floor, behind your feet. DO NOT place them on the table or on an empty chair next to you

Keep your dress jackets and ties on Don’t slouch, sit up straight Don’t cross your arms

Page 40: Western etiquette. business etiquette

Business Meeting Etiquette

Don’t doodle with your pen, don’t play with paperclips, and maintain an appearance of high energy no matter how dull or boring the meeting is