Business Etiquette How Savvy Are You?

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Business Etiquette How Savvy Are You?

• Beth Reutter
• Corporate Etiquette Consultant
• University of Illinois at Urbana-Champaign
• Dept. of Food Science Human Nutrition
• Hospitality Management Program

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Objectives

• Define Business Etiquette
• Identify Benefits of Practicing Business
  Etiquette
• Test/Expand Your Etiquette Awareness

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Business Etiquette...

• Putting to work in business those social skills
  which provide us with the confidence to handle
  people and situations with tact, diplomacy and
  respect

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Why Be Etiquette Savvy?

• Good manners will open doors that the best
  education cannot.

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Benefits of Etiquette

• Good manners make a positive impression
• A positive perception enhances credibility
• Knowing you are behaving appropriately helps you
  feel relaxed and confident so you can focus on
  business
• Being polite shows you are a team player
• People do business with you when you make them
  feel comfortable

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Test Your Etiquette Awareness

• Work as 2 Person Teams
• 20 Seconds to Agree on Answer
• Will Answer by Show of Hands

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POWERFUL FIRST IMPRESSIONS How to Meet and Greet

• A good beginning makes a good ending.
• --English Proverb

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When it comes to handshaking and introductions

• A. Only men should stand
• B. Only women should stand
• C. Neither men or women should stand
• D. Both men and women should stand

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When it comes to handshaking and introductions

• D
• Both men and women should stand

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Handshake Moments

• When introduced/say good-bye
• When have visitor from outside company
• Someone havent seen in long time
• Enter meeting/leave meeting
• Whenever feel appropriate

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To show confidence and authority during a
handshake, use

• A. The Knuckle Cruncher
• B. The Glove
• C. The Fingertip
• D. The Web-to-Web

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To show confidence and authority during a
handshake, use

• D
• The Web-to-Web

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Effective Handshake

• Extend hand
• slight angle
• thumb up
• thumb joint to thumb joint
• Firm handshake
• 2 to 3 pumps
• Provide name/greeting

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INTRODUCTIONS THAT NEVER FAIL

• The main thing to remember about introductions
• is to make them!

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True or False

• The president of your company, Mr. A, enters the
  room in which you are meeting with an important
  client, Ms. B.
• You would be correct to rise and say, Mr. A, I
  want to introduce Ms. B, our client from New
  York.

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False

• The president of your company, Mr. A, enters the
  room in which you are meeting with an important
  client, Ms. B.
• You would be correct to rise and say,
• Ms. B, I want to introduce Mr. A, our president.
  Mr. A, Ms. B is our client from New York.

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ABC of Introductions

• A Authority
• First say name of person who holds position of
  most authority or importance
• who want to flatter most
• Ms. Manager, Id like to introduce to you Mr.
  New Employee.

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ABC of Introductions

• B Basic
• Keep it simple
• Aim to say each persons name only once

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ABC of Introductions

• C Clarify
• Provide just enough information to get
  conversation started.
• Information should be neutral or positive.
• Mr. Nesmith is the one to see when your computer
  wont cooperate - he can find files no matter
  where they hide.

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True or False

• When you attend a meeting, introduce yourself to
  those present, and if you are from outside the
  company, give that information as well.

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True

• When you attend a meeting, introduce yourself to
  those present, and if you are from outside the
  company, give that information as well.

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Introduce..Yourself!

• Need a self-introduction
• Clear, interesting, positive, well-delivered
• 7-10 second commercial tailored to event

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Working a Room

• The ability to circulate comfortably and
  graciously through a gathering of people
  meeting, greeting and talking with as many of
  them as you wish creating communication that is
  warm and sincere establishing an honest rapport
  on which you can build a professional or personal
  relationship and knowing how to start, how to
  continue and how to end lively and interesting
  conversations.
• -Susan RoAne

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For easy reading, ones name badge should be worn

• A. On the left shoulder
• B. On the right shoulder

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For easy reading, ones name badge should be worn

• B
• On the right shoulder

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The best way to meet people and work a room is
to

• A. Introduce yourself to two people deep in
  conversation
• B. Look confident and wait for someone to
  approach you
• C. Introduce yourself to groups of three or more
• D. Head straight to the bar/buffet upon arrival

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The best way to meet people and work a room is
to

• C
• Introduce yourself to groups of three or more

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True or False

• Its good visibility to give out your business
  card to senior executives at a business/social
  function.

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False

• Give business cards to senior executives only if
  they ask for it.

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Business Card Etiquette

• Do you have???
• Is your card in good shape?
• Is your card readily available?
• Are you selective about distributing?
• Are you presenting at appropriate time?
• Are you presenting in the appropriate way?

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High-Tech EtiquettePerfecting the Art of
Plugged-In Politeness

• Being plugged-in or wireless is no excuse for
  being rude or inconsiderate.
• -Jana High

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E-Mail Etiquette

• Watch your words!
• Dont flame people.
• Remember, few people like spam.
• Nothing is private.
• Keep attachments to a minimum.
• CC or not to CC? BCC???
• Never assume anything.
• 30 Most Important Email Etiquette Tips
• http//www.emailreplies.com

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Have you answered your cell phone

• In a movie or play?
• In a meeting?
• During a business lunch with a client?
• On a social occasion/date?
• During a funeral service?
• During a religious service?
• At a wedding?
• In a lecture hall?
• In a restaurant?
• At a party?

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Score YourselfTotal of Yess

• 0SAVVY cell phone user (A)
• 1-3There is hope for you (B )
• 4-6You are skating on thin ice (C)
• 7-9You have offended many (D)
• 10Time for a reality check (F)

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Cell Phones

• Use in public only when necessary
• Turn off unless expecting urgent call
• Explain if have to keep on during meeting
• If must take/make call - excuse self
• Dont force others to listen
• Dont ask to borrow

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Voice Mail

• Outgoing message should be professional
• When leaving message
• Speak slowly
• Say name/number at beginning and end
• Be specific and concise
• Dont use to avoid difficult conversation
• Check your voice mail regularly

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Return e-mail ( voice mail) within

• A. 12 hours
• B. 24 hours
• C. 36 hours
• D. 48 hours

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Return e-mail ( voice mail) within

• B
• 24 hours

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The Business Meal

• The world was my oyster, but I used the wrong
  fork.
• -Oscar Wilde

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When it comes to knives, forks, and spoons do you
generally work

1. Outside-In
2. Left -To-Right
3. Users Choice
4. It Depends

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When it comes to knives, forks, and spoons do you
generally work

1. Outside-In
2. Left -To-Right
3. Users Choice
4. It Depends

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Bottomline.

• People, like diamonds, have a basic market value,
  but it is only after they have been polished that
  the world will pay their real value.
• -William Thourlby