Business Etiquette for Success

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Business Etiquette for Success
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AP/IPSOS Manners Poll

• Are Americans ruder today than 20 or 30 years
  ago?
• On a frequent basis, do you encounter people
  using their cell phone rudely?
• Have you used your cell phone in a loud or
  annoying manner in the past few months?

• 69
• 55
• 8

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Todays Goals

• Think Before Acting
• Make Choices That Build Relationships
• Do It Sincerely

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Why Business Etiquette for Success

• Maximize the opportunity for your individual
  success.
• Maximize the opportunity for organizational
  success.

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Business Etiquette Quiz

• Its been a difficult week. Finally, in an
  email you vent to a friend/co-worker about your
  boss. The next day you realize your
  friend/co-worker has sent you and everyone else
  in your office, including your boss, a reply.
• Have your friend send a message telling people to
  delete his message without reading it.
• Start work on your resume.
• Try to delete the message from your bosss
  computer before she sees it.
• Ask to talk to your boss as soon as she comes
  into the office.

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Business Etiquette for Success

• What Does Etiquette
  Mean To You?

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Emily Post On Etiquette

• Whenever two people come together and their
  behavior affects one another, you have etiquette.
  
• Etiquette is not some rigid code of manners, its
  simply how a persons life touches another.

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Business Etiquette / Etiquette Today

• Etiquette is the fuel
• that powers relationships.

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Factors that Influence a Relationship

• Actions
• Appearance
• Words

• When the factors are working, the focus turns
  to content.

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The Principles of Todays Goals
Etiquette Revisited

• ConsiderationThinking, empathy
• RespectChoosing to act
• in a way that builds
• rather than tears down
• Honesty
• Acting sincerely, being truthful

• Think Before Acting
• Make Choices That Build Relationships
• Do It Sincerely

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The Five-Step Process for Solving Relationship
Problems

• Start by applying Consideration.
• Begin developing a Solution/Response.
• Next, apply Respect.
• Apply Honesty.
• Refine your Response.

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What if?

• At a meeting you notice a person sneezes into his
  hands. Five minutes later your boss brings the
  person over to introduce him to you. He extends
  his hand to shake hands.
• What would you do?

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What if? Sneeze
1. Consideration
Who is affected and how are they affected?
Confused, embarrassed Unsure, nervous Surprised,
angry Negatively affected

• The person
• You
• Your boss
• Your company

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What if? Sneeze
2. Solutions

• Dont shake hands.
• Shake hands.
• Excuse yourself.
• Im so embarrassed. I just sneezed on my hand.
  As soon as I get back from the restroom
• Please excuse me for not shaking hands. Ive got
  a bad cold and dont want to spread it.

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What if? Sneeze
3. Respect

• Dont shake hands.

• Ok for you you temporarily avoid problem. Rude
  to others.

• Shake hands.

• Hard on you. Works for the others.

• Escape.

• May work for you and the others immediately.
  Problem remains.

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What if? Sneeze
4. Honesty

• Dont shake hands.

• Causes more trouble than it solves.

• Shake hands.

• Hard on you. Easy on the others.Ultimately, it
  works best for you.

• Escape.

• Doesnt really resolve the situation.

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What if? Sneeze
5. Refine as necessary

• You decide that after shaking hands, you will
  immediately excuse yourself to go to the restroom
  and wash your hands.

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Cell Phones and Blackberries
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What Do You Do?

• At an important client meeting a cell phone
  begins ringing. After the second ring everyone
  realizes it is your phone. You would

• Try to pretend it wasnt your phone.
• Answer it and try to talk softly.
• Get up, leave the room, and answer it.
• Shut the phone off without answering the call.

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Top 7 Manners For Cell Phone/Blackberry Use

• Master it. Dont be a slave to it.
• Any time the use will bother others, turn it off.
• If it must be on and it could bother others, use
  the silent ring mode and move away to talk.
• Do not make a call at your table in a restaurant.
• Beware of using a Blackberry in a meeting.
• Dont send or receive confidential information.
• Beware of telephone voice, speak softly.

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Email
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Email Mismanagement Fiasco

• We are getting less than 40 hours of work from a
  large number of our KC-based EMPLOYEES. The
  parking lot is sparsely used at 8AM likewise at
  5PM. As managers you either do not know what
  your EMPLOYEES are doing or YOU do not CARE. You
  have created expectations on the work effort
  which allowed this to happen inside Cerner,
  creating a very unhealthy environment. In either
  case, you have a problem and you will fix it or I
  will replace you.
• You have two weeks. Tick, tock. 
• The New York Times, April 5, 2001

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7 Tips for Email Communications

• Let it simmer.
• Be careful writing your SUBJECT LINE.
• Grammar, word choice.
• Be conscious of your voice-ALL CAPS
• Avoid clichés and buzz words.
• Familiarity vs formality.
• Salutations/Closings.

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International Business Etiquette
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Business Cards

• Your Name and Business Name
• Your Title ( Travel Advisor, Senior Travel
  Associate)
• The business address and phone number
• Your e-mail address
• Option English on one side
• Native Language on the other

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Exchanging Business Cards

• Card Exchange Protocol
• 1. Some will exchange at the beginning of a
  meeting others will be after youve been
  introduced
• 2. Some countries dictate that you present your
  card with both hands
• 3. Some countries if your card has two languages
  you need to hand it with foreign-language side
  up.
• 4. Always READ the card before placing it in a
  pocket or purse.

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Latin America

• Personal Connections Mean Everything.
• 1. Youll first need to get a 3rd party
  introduction in order to proceed with business
• 2. Meetings will last between 2 to 3 hours
• 3. Getting to know you and being personal is very
  important
• 4. Be on time- your host will likely be 30
  minutes late
• 5. Your card should have both languages and be
  presented with Spanish presented face up
• 6. Latin Americans tend to stand very close-
  Dont pull away

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Europe and Russia

• The difference in Northern and Southern Europe is
  Time and Space
• 1. Scandinavians, Germans, Britons place a high
  value on punctuality while they are looser in
  southern regions.
• 2. Spain and Portugal a visitor might wait up to
  30 minutes.
• 3. Southern Europeans stand about 2 feet apart
  while Northerners stand about 4 feet apart
• 4. English business cards are acceptable except
  in Spain
• 5. Throughout Europe, formality in address is the
  rule
• 6. Never call another person by his or her first
  name unless invited to do so

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The Middle East

• Two things to keep in mind Personal
  Relationships and Religion
• 1. Business is conducted according to whom you
  know rather then official channels
• 2. Religion is a dominant factor the workweek
  runs from Sunday through Thursday and prayers are
  said 5 times daily.
• 3. Be aware of the separation between sexes in
  some Arab states. It could be a breach of manners
  to ask the health of your counterparts wife or
  daughter.
• 4. Arrive on time however, it is customary to
  make visitors wait.
• 5. All business cards should be bilingual and
  presented with foreign language face up.
• 6. Always call people by their professional title
  followed by last name

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Asia

• Asia is the most culturally diverse region on
  earth there is a deep ingrained sense of courtesy
  and respect
• 1. Be on Time even being a few minutes late is
  considered an insult
• 2. China- the greeting is a gentle bow of the
  head and handshake
• Indonesia- the handshake precedes a slight bow or
  nod
• Japan- Shake hands while bowing
• 3. Bilingual cards are essential throughout Asia
  and be sure to read the card carefully before
  putting it into your pocket
• 4. Professional Titles are very important
  throughout Asia

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The 24/7 Professional
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You Are the Etiquette Expert

• On the way to a prospect appointment, a person
  cuts you off. You swear and make a rude gesture
  which the other driver sees. Later as you walk
  in, the prospect comes out to greet you and you
  both realize you recognize each other.
• You would

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24/7 Professional

• Know actions outside work affect you.
• Know purely social situations can become business
  situations instantly.
• Maintain the highest level of professional
  conduct at off-site business venues.
• Use the principles regardless of what others
  think.
• Remember our goal is to build relationships not
  tear them down.

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Thank YouFrom [phone]