Business Etiquette

Mr. RoeshinkFinance & Business Technology

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The Basics (Section 1)

• If you are a woman and a man wants to open the door for you, allow him to do so.

• Do not think of it as and act that is condescending

• If you are a man and a woman wants to open the door, allow her to do so.

• Consider it an act of assertiveness in the business world, not gender assertiveness.

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The Basics

• Traditionally a man opens the door for a woman, an elder, or a senior in authority.

• A woman traditionally opens a door for either an elder or a senior in authority.

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Opening Car Doors

• The driver should at least unlock the passenger door before walking around to the driver’s side. If the driver is a man, he should first open the door for the passengers.

• If the driver is a woman, she also can open the passenger door prior to walking to the driver’s side.

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Opening Car Doors

• A courtesy might be to announce that all the doors are unlocked. (if you have keyless entry)

• If it is raining, the driver (whether a man or woman) should offer to walk to the car and drive it back to where the sheltered passengers are waiting.

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Walking on Sidewalks

• Traditional etiquette rules state that when walking on a sidewalk, the man always walks on the outside, or curbside, of a woman.

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Giving Up Seats

• If someone is less fit than you, elderly, etc. you should give up your seat.

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Manners are Cost Effective

• Manners contribute to: – Optimum employee morale– Embellish company image– Major role in generating profit

– *If you don’t use manners it can cost a person a promotion or even a job.

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Recap of Key Concepts Section 1

• Opening doors goes both ways in our modern world (men & women)

• Knowing the rules of etiquette helps build confidence and improve competition in the business world

• Traditionally a man walks on the outside of a sidewalk, drives the car, or opens doors…but these rules have changed in today’s business climate

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Corporate Dress & Presentation(Section 2 – Part 1)

• Dress & Presentation– Many companies have switched to “Business

Casual”– A general guide is to wear clothes that are

somewhat similar to those who are one step above you

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General Guidelines for Dress & Presentation

• 1) Do not mix styles• 2) If you are color blind, get help• 3) Avoid clothing that is too tight• 4) Keep your shoes in good condition• 5) Keep jewelry simple• 6) Avoid risque clothing

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Casual Days

• If your job requires you to dress casually on designated days, then do so

• Your professionalism has to transcend your casual attire

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For Interviews: Dress for Success

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For Interviews: Dress for Success

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How to Dress for a Job Interview

• The first impression you make on a potential employer is the most important one. The first judgment an interviewer makes, like it or not, is going to be based on how you look and what you are wearing

• What’s the appropriate dress code for an interview? You’ll want that first impression to be not just a good one, but, a great one

• Remember, you are marketing a product — yourself — to a potential employer, and the first thing the employer sees when greeting you is your attire

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Men’s Interview Attire:

• Suit (solid color – black, navy or dark grey)• Long sleeve shirt (white or coordinated with the suit)• Belt• Tie• Dark socks, conservative leather shoes• Little or no jewelry• Neat, professional hairstyle• Limit the aftershave• Neatly trimmed nails• Portfolio or briefcase

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Women’s Interview Attire:• Suit or pants suit (navy, black or dark grey)• The suit skirt should be long enough so you can sit down comfortably• Coordinated blouse• Conservative shoes• Limited jewelry (no dangling earrings or arms full of bracelets)• No jewelry is better than cheap jewelry• Professional hairstyle• Neutral pantyhose• Light make-up and perfume• Neatly manicured clean nails• Portfolio or briefcase

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What Not to Bring to an Interview

• Gum• Cell phone• Ipod• Coffee or soda• If you have lots of piercings, leave some of

your rings at home (earrings only, is a good rule)

• Cover tattoos

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Interview Attire Tips

• Before you even think about going on an interview, make sure you have appropriate interview attire and everything fits correctly.

• Get your clothes ready the night before, so you don’t have to spend time getting them ready on the day of the interview.

• If your clothes are dry clean only, take them to the cleaners after an interview, so they are ready for next time.

• Polish your shoes.• Bring a breath mint and use it before you enter the building.• Finally, check your attire in the rest room just before your

interview for a final check of your appearance — to make sure your tie is straight, your hair is combed, etc.

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4 Types of Tie Knots

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Corporate Dress & Presentation(Section 2 – Part 2)

• Office Visitors– There are ways to control time: “I’ve got an

appointment at 2pm, so I have about 4 minutes for a quick chat. What’s going on?”

– If a talkative coworker comes by, stand up, and stay standing. “Where are you headed this morning? I’ll walk with you.” Walk to together and pick a good point to separate.

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Eye Contact & Smile

• Lack of direct eye contact (especially in conversation between two people) can be offensive or perceived as deceitful.

• A simple smile can positively enhance your work environment.

• Smile when you see people, meet people, and even when you talk on the phone.

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Leaving a Job

• When you plan to leave a place of employment be pleasant during your remaining time.

• When you apply for a job reference, checks will be made. So it is always best to leave on good terms.

• Proper business etiquette is to offer 2 weeks notice (and plan to work it, if they wish).

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Recap of Key Concepts Section 2

• One of the basic rules of appropriate professional attire is to learn the corporate climate

• For interviews dress to impress: suit (black, navy, gray), shoes, pressed shirt, etc.

• When someone comes to your work area eye contact and giving attention is key

• If you plan to leave employment, do not talk negatively about your employer/company

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Interacting with People (Section 3)

• Making Introductions– When you introduce two people, look first to the

person you consider more important– Say that person’s name first, followed by “I would

like you to meet…”– When individuals appear to be fairly equal in

authority, you can choose who is “more special”

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Repeating Names

• As soon as someone has been introduced to you, make an attempt to repeat his or her name.

• It can help if you try to create an “associate” idea for that name.

• Example: I have a cousin named Joe, his name is Joe like my cousin. The name Hans sounds German. He looks like my brother Phil, but his name is Bill.

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Forgetting Names

• It is better to be honest if you cannot remember someone’s name. “I can’t believe it! I’ve gone blank again. Please tell me your name one more time.”

• Sometimes it is ok to make an effort by saying, “Hey buddy.” “How have you been guy?”

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Shaking Hands

• Shaking hands is very much an American custom

• It should be a firm vertical handshake• Don’t turn your hand, forcing a “curtsy”

handshake• Shake a woman’s hand the same as a man’s• Should be firm, but not overpowering• Should not be weak

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Making Small Talk

• One of the big secrets to good conversation is to ask questions. Ask open-ended questions and try to stay away from closed-end questions.

• Closed-end questions solicit single word or short response

• Open-end questions solicit more detail or meaningful answers

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The Art of Conversation

• At social gatherings, people are generally most comfortable around people they know.

• First, socialize for a ‘short’ period of time with the people you know and then scan the room for interesting people you would like to meet.

• Starting a conversation: “This is my first time to one of these events, have you attended before?” “I’m a new hire as of last week, what do you do for the company?” “I’m here at the wedding from out of town, how do you know the bride and groom?”

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Keeping Promises & Business Cards

• Have a follow-up system for all business you do. Write down things you promised on a note pad or planner and follow through. Always write things down so you remember to follow up.

• When exchanging business cards be sure to write down details of what that client wanted on the back of the card. You can file the card in a rolodex for easy access. Be sure to write notes of any little bits of information discussed.

• Make sure your business cards have all pertinent information to contact you: name, address, phone number, fax number, email, etc.

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Recap of Key Concepts Section 3

• When introducing start yourself and then with senior or most important person

• When introduced to someone repeat their name or come up with ‘association’ for them

• American handshake is firm, not crushing and used by both men and women in business

• Small talk use open-ended questions• Carry pen, paper, planner, and business card

(write down notes on what was discussed)32

Office Etiquette (Section 4)

• The Work Day– Managers especially resent those who spend 15-20

minutes preparing to leave for the day– If your day ends at 5pm that is when you should

begin packing up for your departure– If you have an hour lunch, that does not mean you

leave 15 minutes before the hour and return 15 minutes after the hour (even training days)

– In American culture, salaried persons often work more hours during the week than the office staff

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Respecting Others

• You often spend more hours of your “awake life” with those at work than you do with members of your family

• Try to avoid the habit of using possessive pronouns when describing coworkers

• For example, instead of saying “This is my assistant Mary who works research,” say “This is Mary who works in the Research Department”

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Making or Not Making Coffee

• Making coffee for the boss is frequently perceived as a demeaning

• The task of making coffee can be shared

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“Not in My Job Description”

• One of the most annoying sentences in the workplace is “That’s not in my job description”

• Even if we are asked to do something outside of our job description, we should make an attempt to provide a solution

• Say “I’m not the most knowledgeable person on that subject. Michael has more experience. Let me take you over to his office” or “You really need to be talking to Joanna, who’s in charge of that program”

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Complaining Effectively

• Most managers spend a good portion of their time solving problems

• DO NOT just register a complaint• DO NOT bother to register a complaint

accompanied by a solution over which you have no control

• DO register a complaint with a solution over which you have some control

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Telephone• If you are in a position to answer telephones for

your organization, consider how important it is to make a good impression

• When you answer the telephone, identify the company, then yourself using your first name and last name, and ask how you can help

• Professional use of the telephone includes returning calls. Not returning calls sends a negative message. If you don’t want to talk to an individual call on off peak times when you can likely leave a message.

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Leaving Messages & Ending Conversation

• Try to be as succinct as possible• Give some idea of why you are calling, and

leave any pertinent information• Slow down when leaving your telephone

number (leave the phone number twice)• End your conversation on a positive note

whether in person or on the phone

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Recap of Key Concepts Section 4

• Business etiquette means working the number of hours for which you are paid

• Treat everyone with dignity and respect• Provide the best service possible and do not be guilty

of “That’s not in my job description”• If you have a complaint about someone or

something, offer a solution• Leave telephone messages with some substance so

people will not get caught in a telephone message “loop”. Consider leaving your phone number twice

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Meetings (Section 5)

• Meetings are an integral part of the business environment

• Approximately 25%-35% of a lower-level managers’ time is spent in meetings

• As much as 50% of upper-level executives’ time is spent in meetings

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Meetings

• Knowing how to organize a meeting will enable you to do so with ease and style

• When planning a meeting, consider the following 7 things:1. What date and time is convenient?2. Who are the essential people who should attend?3. Any not-so essential people who must attend?4. Is the facility available at that time?5. Will refreshments be necessary?6. What kind of audiovisual equipment needed?7. What are the key items for the agenda?

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Invitations/RSVP

• If you are having a meeting, a luncheon, or another event, send out invitations so that people receive them in time to plan for the event (Give them at least two weeks if possible)

• One way to check meeting details is to remember the 5 w’s: who, what, where, why and when?

• Who is invited? What will be covered? Where will it take place? Why is it taking place? When will it start and end

• The letters RSVP do not create a verb43

Facilitating a Meeting

• No matter how simple a meeting, an agenda is imperative

• In a more formal meeting, an agenda should identify four items for each topic:– The subject– The person expected to speak on the issue– The expected outcome– The time expected to cover the topic

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Facilitating a Meeting

• The time expected to be spent on a topic enables the meeting leader to say “We’ve spent enough time on this topic; we need to move on. We can discuss this further at our next meeting.” This prevents extremely talkative people from dominating a meeting and keeps a meeting from becoming derailed from its intended purpose.

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Rewarding Punctuality

• Do not reward latecomers by holding up the meeting until they arrive

• When people realize that you start your meetings on time, they will make the extra effort to arrive promptly

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Running a Meeting

• Agree on the Agenda – get all participants to agree on the topics and anything that should be added/deleted

• Stay on the Topic – clear agenda *a sidebar is a list of topics that become important but are not on the current agenda

• Seating Arrangement – do not sit directly across from someone you see as opponent

• Consider the Cost – count the number of people in attendance, estimate hourly wage

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Sending a Thank-You

• Thank-You Notes – if appropriate to the occasion, send a thank-you note

• A regular business meeting would not require that you send a note, unless you were a special guest

• Having been invited to a special event that requires a response (RSVP) is a clue that the event involves a good deal of work by someone–While at the event, ask for a business card

which provides necessary information

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Thank-You Letters

• To show appreciation for someone’s work ability or for a business event, you would send a letter keyed on letterhead or a memo keyed on interoffice stationery

• This kind of thank you might be saved in someone’s portfolio

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Recap of Key Concepts Section 5

• Use the 5 Ws to check the proper contents of a meeting invitation: who, what, where, why, when

• Use an agenda for all meetings • Reward punctuality and start/end meetings

when stated• Extend your appreciation when needed

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Dining Etiquette (Section 6)

• A lot of important business is conducted in a food-related environment

• Some interviews are conducted over lunch, and how you conduct yourself during a meal becomes a part of the decision to hire

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Arriving at a Restaurant

• If possible, call ahead and make a reservation for the meal

• Tell the dining room host who you will be meeting• In most cases, you will wait as a group to be

seated. The women go first, followed by the men. Women may defer to a senior woman for the first seat

• Cell phones do not belong in a restaurant. Put it on vibrate, and if you have to take a call go outside

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The Napkin• The napkin should go in you lap soon after you have been seated• In an elegant restaurant, your server may come to the table and place

the napkin on your lap for you• Place the napkin on your lap with one fold toward your knees• Never take the napkin out to your side and shake it before placing it

on your lap• To NOT tuck it in your neckline to protect your tie or shirt• To use the napkin, pick it up from the folded edge and blot it to your

lips and return it neatly to your lap• If you need to leave the table during the meal, place the napkin on

your chair• When the meal is over place it where the meal plate was or leave it to

the left of your plate if it is still there

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Place Setting

• The utensils are situated at your place setting for use in order from outside to inside

• The salad fork would be on the outside, larger fork used with main course

• Knives and spoons are to the right of your dinner plate

• If you skip any portions of your meal, skip using those utensils as well

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Place Setting Cont.

• You may find more utensils above your dinner plate. A fork or spoon might be placed horizontally here, these are for dessert

• You may have a small bread-and-butter knife placed horizontally on your bread-and butter plate

• In restaurants, wait for everyone at the table to be served prior to eating. If at someone’s home wait for the host to sit to begin eating

• Make a point to eat slower than you normally do, you want to try to finish eating when everyone else does

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Ordering from the Menu

• Hold a menu so it does not hide you from view• When you have decided what you want place

the menu closed to the side• If you don’t know price range to order, ask an

opening question to your host “Have you eaten here before? What would you recommend?

• Order foods that are not messy to eat

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Cafeteria Dining

• When you pick up food on tray set it out on your table yourself

• Place the empty tray on an empty table or tilt it up on a wall next to you

• Eating directly off the tray is a no-no

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Your Server

• You can usually get his or her attention by making eye contact and nodding slightly

• A quick wave might be necessary, but don’t raise your arm higher than your shoulder

• DO NOT hiss or snap your fingers• Do not hesitate to get advice from your server,

“Do you have any favorites.”• Food is generally served from the left, and

beverages from the right59

Your Server Cont.

• Do not take the plate from the server in mid air unless you are in an awkward location

• Do not push your plate away from you when you are finished

• Do not stack your plates at the end of a meal• A signal that you have finished your meal is to

place the knife and fork in a parallel position

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Paying the Tab

• Once you get the attention of your server, make a quick signal as if you were writing on your hand

• If you suspect it might be awkward deciding who will pay for the meal, excuse yourself to find the server and tell them

• If you are with a group of people and everyone is sharing the cost, round off the tab and divide it equally

• If you are a man you may feel awkward with women paying their share, but remember it is a business lunch NOT a date

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Recap of Key Concepts Section 6

• Be familiar with the typical place settings• Closing the menu is a sign to alert the waiter

you are ready to order• Try to order foods that are easy to eat when

you are at a business function• Pay your fair share for a restaurant meal

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Drinking & Dining Etiquette (Section 7)

• Once you are situated in the restaurant or eating environment, you are still confronted with how to consume the food properly.

• As your eating your meal, take the corner of your napkin and touch to remove any food residue; then take a drink from your glass.

• Consider blotting your lipstick before sitting down, it is unappealing to leave lipstick marks all over the glass.

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Drinking and Eating Etiquette

• It is unprofessional to drink beverages through a straw. Remove the straw from your glass, and tuck it under the edge of your plate.

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To Drink or Not to Drink

• In a business situation, be cautious in ordering alcohol beverage

• Order an alcoholic beverage only if everyone else is in the group decides to do so and only if you want one

• If you find yourself being pressured, find your waiter tell him or her you want to be alcoholi-free

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Wine• Holding a Wine Glass• Holding a wine glass or champagne glass has a rule

too• It is considered correct to hold a wineglass by the

stem or the base when it is served cold, otherwise you can hold the glass if the wine is served warm

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Eating Food

• Do not put your elbows on the table while you eat

• The correct way to eat soup is to dip the spoon away from you

• Never pick up the bowl and drink from it• Do Not talk with your mouth full of answering

a question

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Breaking Bread

• DO NOT touch any bread except for the piece you are going to remove

• Never butter your bread directly from the butter dish going back and forth with your knife to your bread

• Never butter the entire slice of bread and take bites from a whole slice of bread

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Disastrous Things That Happen

• If food is caught in your teeth excuse yourself and go to the restroom

• If fingers get dirty from food don’t lick them use a napkin

• If you drop a fork, utensil, or napkin ask server for another one

• If someone spills something at your table offer your napkin and get the attention of your server. When the server comes, let them take over

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Dining Etiquette

• http://www.youtube.com/watch?v=yo8Fgu1Qi0U&safe=active

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Eating American Style

• http://www.ehow.com/video_2201610_proper-using-knife-american-style.html

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Recap of Key Concepts Section 7

• Use a napkin before sipping a beverage so you don’t leave lip prints

• Be cautious about drinking alcohol• Knowing how to eat bread, soup, and unusual

foods correctly will give you a feeling of confidence at a business dinner

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International Customs & Table Manners (Section 8)

• It is important to understand how others view us before we look at how different we are from others

• Americans are thought to be happy, friendly, gregarious, outgoing, and generous

• They are also thought to be loud, obnoxious, egocentric, impolite, fast, and rich

• Perceptions are a result of many films that have captured “life in America” and spread throughout the world

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International Visitors

• With a little research and preparation, accompanied with some sensitivity skills training, you can make a lasting and favorable impression

• Wipe out the words ‘foreign’ or ‘foreigner’ and refer others as ‘visitors’ or ‘guests’

• Be sensitive to how people live their lives, and be considerate and polite to others

• Do not call people by their first names until they have given you permission to do so

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International Visitors Cont.

• Shaking hands is an American way of meeting people, and visitors expect it

• When meeting Asian people, a handshake might be accompanied by a slight bow

• Seat your international guests where you would seat special guests. Maybe next to someone of importance

• If they hand you a business card, read it and then place it on the table in front of you before putting it away

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Research the Country

• Before receiving a visitor from another country or visiting another country research:– Population– Ethnic & Religious Composition– Official Languages– Geography– Government Structure– National Leaders & Political Parties– Customs

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Conversing with International Visitors

• Avoid any sensitive subjects as topics of conversation, including religion and politics

• Sports is always a safe topic• Our visitors typically are not hard of hearing;

you just need to speak more slowly and enunciate each word

• Avoid jargon and slang – Example: “I’ll give him a piece of my mind later.”

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Recap of Key Concepts Section 8

• When entertaining international visitors, think about what their perceptions are, and adjust your behavior accordingly

• Research your visitors country, the country you are visiting, or the area of the U.S.

• When talking to an international visitor, speak slowly and enunciate

• Visit this great website to research some customs or geographical areas: www.cyborlink.com

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Other Dos and DON’Ts (Section 8)

• This final section will focus on some miscellaneous topics concerning etiquette in the business environment

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Holidays and Gift Giving

• Find out as early as possible about office culture so you are not embarrassed or make a social blunder.

• Example: “What goes on around here at halloween?”

• Example: “Do people exchange gifts here during the holidays?”

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Birthdays

• Birthdays can be touchy, but no matter who you are or how old you are, you probably like being remembered for your birthday

• Gifts are probably not as appropriate as a special lunch and a card

• A gift can make others feel uncomfortable– It infers that they need to give a gift back to you at

an appropriate time

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Flag Ceremonies

• It is the universal custom to display the flag only from sunrise to sunset on buildings and on stationary flagstaffs in the open

• When displayed either horizontally or vertically against a wall the union should be uppermost and to the flag’s own right, that is, to the observer’s left

• The U.S. flag must be illuminated if kept up 24 hours per day

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Flag Ceremonies Cont.

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Recap of Key Concepts Section 9

• Identify the customs of your work environment regarding holidays and birthdays– Know the office culture

• The U.S. flag should be displayed only from sunrise to sunset and stars to the left from the observers point of view

• It can be displayed 24 hours a day if properly illuminated during hours of darkness

• https://aim.applyists.net/84

The End

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