Business Etiquette

Prep School

Learn the game, rules, and

strategies to win

Introductions

Moderator:

• Joel Reid – Senior Engineer, Exelon Generation-

PECO/Exelon

Presenter:

• Veronica Nelson, University Relationship Manager -

Northrop Grumman Corporation

Panelists:

• Teresa Armstrong, Program Management Consultant -

Northrop Grumman Corporation

• Denise Evans, Vice President, Market Development -

IBM Corporation

Discussion Points

• Business etiquette and executive manners

• Common misconceptions and mistakes

• The role of culture and authenticity

• Body language, communication skills,

punctuality and work ethics

• Resources for personal and professional

development

Business Etiquette and Executive

Manners

Business Etiquette

• Definition:

– A set of manners that are accepted or

required in a profession.

E – Etiquette 101

• Beware of being too informal

• Don’t send bad news

• Ask before forwarding

• Don’t expect an instant response

• Ask yourself – should it be an E-mail

Equipment Etiquette

Basic equipment etiquette rules to remember:

1. If it is empty, fill it

2. If it’s broken, fix it or at least get it fixed

3. If you don’t know how to use it properly, learn

4. If it isn’t your turn, wait

5. If it isn’t yours, don’t read it

6. If you make a mess, clean it up

7. If you’re finished with it, make sure it’s ready for the next

person to use

Eating Etiquette 101

• The Business Lunch

• The Business Reception

• A Word About Office Parties

• Practice Good Eating Manners

Do’s & Don’ts for Casual Business Attire

• No matter what your wearing always be neat

• No running shoes or open toe shoes

• No cleavage, tight clothing or underwear

showing

• No T-Shirts or athletic wear

• T-Shirts that display messages are inappropriate

Common Workplace Etiquette Mistakes

• Negative body language

• Inappropriate conversation topics or humor

• Poor telephone skills

• Failure to follow-up or express gratitude

• Misusing/abusing technology

• Greeting people improperly or not at all

• Practicing poor conversational skills

Common Workplace Etiquette Mistakes

• Invading other people’s privacy and/or abusing

shared space

• Inappropriate dress or grooming

• Late arrival

• Negative attitude

• Limp or aggressive handshake

• Poor eye contact

CULTURE AND BODY

LANGUAGE

Body Language

Body language is the unspoken communication

that goes on in every face-to-face encounter.

Body Language

. • Posture

• Body Movements

• Facial Expression

• Eye Contact

• Gestures

• Stance

• Space Relationship

• Touch

• Voice

Body Language Tips

• Posture – standing tall with shoulders back

• Speech – slow and clear

• Tone of voice – moderate to low

• Eye contact – solid with a 'smiling' face

• Gestures with hands and arms – purposeful

and deliberate

Work Ethics

• Time Management

• Integrity

• Sense of Responsibility

• Emphasis on Quality

• Discipline

• Sense of Teamwork

Punctuality

• Respect

• Credibility

• Organized

• Networking

• Ready

• Productivity

• Promotion

Personal and Professional

Development Resources

Resources“Business Etiquette for real people who live real lives”

• Basic Black: Home Training for Modern Times

• Authors: Karen Grigsby Bates and Karen Elyse

Hudson

“Workplace Etiquette Skills”

• http://www.careereducation.columbia.edu/print/753

Resources“Good is Not Enough…and Other Unwritten Rules for Minority Professionals”

• Author: Keith Wyche

• Topics: Corporate Culture, Perception, Visibility, When to Exit, Career Killers, Senior Leadership skills, Preparedness, Gender Bias, Remain Relevant, Mentors and Sponsors, Give Back, Don’t Give Up

“Kiss, Bow or Shake Hands” • Author: Terri Morrison

• Best selling guide to doing business in more than 60 countries

“Seeing the Big Picture: Business Acumen to Build Your Credibility, Career and Company”

• Author: Kevin Cope

Business Etiquette Quiz

Business Etiquette Quiz - Answers

1. The following is a proper introduction “Ms. Boss, I’d like you to meet our client, Mr/Ms Smith”. __TRUE _X_FALSE

2. If a person forgets to introduce you, it’s appropriate to move on with the conversation without saying anything. __TRUE _X_FALSE

3. If you forget someone’s name, don’t worry about it. Keep talking. __TRUE _X_FALSE

4. When shaking hands, a man should wait for a women to extend her hand.__TRUE _X_FALSE

5. Who goes through the revolving door first – host or visitor? _X_HOST __VISITOR

Business Etiquette Quiz – Answers

6. It’s ok to hold private conversations in office bathrooms, elevators and other public spaces. __TRUE _X_FALSE

7. What percentage of the message you communicate is conveyed through your visual appearance? B. 55%

8. When two business people communicate, how far apart should they stand? B. 3 feet - but varies depending on country

9. It is appropriate to tell business associates their zipper is open. _X_TRUE __FALSE

10. The host – the one who does the inviting – pays for the lunch. _X_TRUE FALSE

Business Etiquette Quiz – Answers

11. Then using a speaker phone you should announce if anyone else is present before a conversation begins. _X_TRUE __FALSE

12. If you’re out of the office, it’s important to change your voice mail message. _X_TRUE __FALSE

13. It’s ok to send confidential information and large attachments via email.__TRUE _X_FALSE

14. It’s ok to leave your cell phone on during a meeting if you’re expecting an important call. __TRUE _X_FALSE

15. If you overhear a colleague’s conversation in a cubicle it’s ok to add your comments. __TRUE _X_FALSE

2-Step Golden Rule to

Proper Business Introductions

Step 1: The first person’s name you say is always the most important person.

Step 2: Thereafter, everyone else’s name is introduced to that most important person.

Examples:"Jane Doe this is John Smith, our new staff member. Jane Doe is our CFO.““Jane Doe may I introduce John Smith, our new staff member.”