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Gaining the Competitive Edge with Business Etiquette. X420 Discussion Session # 29. Business Etiquette Discussion Session #29. Professional Etiquette Dining Etiquette Cocktail Parties Correspondence Etiquette Office Etiquette Office Romance Etiquette Abroad. Skip These Tips…….

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business etiquette discussion session 29
Business Etiquette Discussion Session #29
  • Professional Etiquette
  • Dining Etiquette
  • Cocktail Parties
  • Correspondence Etiquette
  • Office Etiquette
  • Office Romance
  • Etiquette Abroad
skip these tips

Skip These Tips……..

And you are certain to perform the


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professional etiquette
Professional Etiquette
  • You only have ONE opportunity to make a good first impression
first impressions
First Impressions
  • Within 30 seconds people judge your
    • Economic level
    • Educational level
    • Social position
    • Level of sophistication
    • Level of success
  • Within 4 minutes people decide your
    • Trustworthiness
    • Compassion
    • Reliability
    • Intelligence
    • Capability
    • Humility
    • Friendliness
    • Confidence
are first impressions lasting
Are First Impressions Lasting?
  • YES
  • Made with emotional not rational brain
  • Once made rational brain seeks validation
  • Don’t want to change opinions
  • Labels helps make sense of world
  • Experience teaches us validity of first impressions
making positive first impressions
Making Positive First Impressions
  • Determine audience
  • Identify their expectations
  • Establish objectives
  • Dress, behave, and communication in a way that reflects audience expectations
a b c s of image
A,B,C’s of Image
  • Appearance
    • Color, wardrobe, grooming
  • Behavior
    • Etiquette, civility, attitude
  • Communication
    • Verbal, nonverbal, written
professional etiquette meeting and greeting
Professional Etiquette— Meeting and Greeting
  • Handshake: offer entire hand, web-to-web, shake lightly and release
  • Know whom to introduce first
    • Junior to senior
    • Fellow worker to client
  • Eliminate slang/jargon from your vocabulary
  • Always on time, always organized, always ready
business networking in social situations
Business networking in social situations
  • Never introduce yourself by your title
  • Name tags on your right shoulder
  • Keep your right hand free
  • Stay informed of current events
  • Maintain eye contact
showing respect
Showing Respect
  • Always use last names with customers unless they are about your age and rank
  • Don’t keep customers waiting
  • Escort clients out
  • When someone of higher rank or from outside the organization enters, everyone in the office stands
  • Junior employees stand until seniors sit
business cards
Business Cards
  • Manage business card exchanges flawlessly
  • Always have a supply of cards
  • Ask for someone’s card before offering your own
  • Present card face up
  • Take time to look at received card
  • NEVER turn down an offered card
  • Be selective when distributing cards
  • Be aware of international card etiquette
lunch dinner meetings
Lunch/Dinner Meetings
  • You can survive!
lunch dinner host
Lunch/Dinner Host
  • Consider preferences of guests
  • Give specifics
  • Make reservation and reconfirm day before
  • Arrive 10 min early, look at table, meet server
  • Greet guest at entrance. Guest precedes down aisle. Guest gets best seat. Seat yourself to their left.
  • Offer menu advice to guests, order easy-to-eat food and limit drinks for yourself
lunch dinner guest
Lunch/Dinner Guest
  • Reply promptly to invitation
  • Only cancel on very urgent business
  • Be on time—call restaurant and send message to host if late
  • If you arrive before host, you may sit at table but eat nothing but water until host arrives
  • Never order the most expensive item
  • Take no notice of check. Do NOT offer to leave tip
  • Thank your host!
lunch dinner meetings beginnings
Lunch/Dinner Meetings--Beginnings
  • Stand on the right side of your chair and enter from your left
  • Napkins go in lap asap—fold toward waist
  • Toasts may be offered before eating and after dessert. Both are initiated by host. Toasted party does NOT drink to himself
  • Pass to the right and do not help yourself first—pass salt and pepper as a set
lunch dinner meetings ordering food
Lunch/Dinner Meetings-- Ordering Food
  • Decide on your menu selections quickly
  • Order medium-priced food
  • Think about the mess factor
  • Don’t order alcohol
  • Do not share a dessert
lunch dinner meetings dealing with the food
Lunch/Dinner Meetings— Dealing with the Food
  • Put your napkin in your lap
  • Wait for all people to be served before beginning
  • Know which silverware to use with which food
  • Cut your meat one bite at a time
  • Break off small bites of bread and butter only one bite at a time
  • Hold wine glass by the stem for whites and by the bowl for reds
  • Take cues from the host-if in doubt, watch and copy
lunch dinner foods
  • Soup--dip spoon into soup sideways away from you. Sip from side. Tip bowl only for last drops. Never crumble saltines in soup Rest spoon on plate when finished.
  • Salad—eat salad with fork, use knife only as last resort. Leave utensils on plate at 10:20 position
  • Dessert—Slide utensils down from top as dessert is served. Place both on plate when finished
lunch dinner difficult foods
Lunch/Dinner—Difficult Foods
  • Asparagus—Eat with fingers unless in sauce, then use knife and ford
  • Bacon—Only very crisp bacon may be eaten with fingers
  • Pastries—Cut in halves or quarters and eat with fingers or fork
  • French fries—Eat with fingers if served with sandwiches or burgers
  • Grapefruit halves—Eat with spoon, leave juice
  • Lemon Wedge—Squeeze over fish with fingers
  • Pasta—Separate a few strands with folk. Twirl onto fork with tines held again plate
  • Potatoes—Eat baked potatoes with a fork. Skins with knife and fork. Move butter from butter plate to potato with fork. Never mash potatoes on plate. Eat chips with fingers
lunch dinner taboos
  • Elbows on table
  • Salt/pepper on food before tasting
  • Talking with mouth full
  • Drinking with food in mouth
  • Gesturing with silverware
  • Pushing back or stacking plates at end of meal
  • Answering or placing cell phone calls at table
  • Dunking anything into coffee or water
  • Making a fuss over incorrect orders
  • Arranging hair or applying makeup at table
  • Picking your teeth at the table
  • Asking for a doggy bag
lunch dinner meetings extras
Lunch/Dinner Meetings--Extras
  • Don’t eat with your mouth full
  • Keep one hand in your lap unless you are eating European style
  • Remove anything from your mouth with the same implement that it went in with (except bones)
  • Eat at a moderate speed
  • Try to maintain some polite dinner conversation
  • Never medicate yourself at the table
  • If you must leave the table, place your napkin in your chair
lunch dinner meetings easy endings
Lunch/Dinner Meetings— Easy endings
  • Knife and fork side by side in the 10:20 position on dinner plate
  • The host or person who has issued invitation pays (regardless of gender)
  • If you are paying bill, handle it with waitperson as discreetly as possible
  • As you depart table, refold your napkin simply and leave it to left of place setting
  • Bartender (when drinking in the bar) -- $1 or 15% or round up bill to next dollar when paying by the round of drinks
  • Bellman -- $1 per bag
  • Cloakroom attendant – If there is no charge tip $1, if there is a fee round up to nearest dollar
  • Doorman (only for getting you a taxi)-- $1
  • Maitre d’ (if you want a good table or want to become a favored regular) -- $10 - $20 in a handshake
  • Parking Valet -- $1 - $2
  • Taxi – 15% of fare
  • Waitperson – 15%-20% of bill
  • Washroom attendant – 50 cents or $1.00 in fancy hotel
  • Wine steward (handed directly to steward)-- $3-$5 per bottle or 15% of bill when billed separately from food
cocktail parties
Cocktail Parties
  • Work event—not social
  • Determine your strategy: network with new people or certain known targets
  • Don’t just hang out with friends
  • Enter room, step to one side, survey room
  • Move toward friendly faces or already formed group
  • If someone enters your group, greet them and make introductions
cocktail party tips
Cocktail Party Tips
  • Go to food table first—easiest place to start conversations
  • Stand in middle of room or near food table, stay away from walls
  • Learn how to hold napkin, plate and glass in one hand
  • Keep one hand free to shake hands
  • Don’t overindulge in alcohol
  • Maneuver among people—don’t get stuck
small talk
Small Talk
  • 3 distinct parts
    • Opener
    • Middle
    • Break away
small talk openers
Small Talk Openers
  • Individuals
    • Compliment, weather, food, current event
    • “I love your______. Is it a family heirloom?”
  • Group
    • Something pertaining to everyone
    • “How do you all know each other?”
    • “Will you be traveling this summer?”
  • Casual acquaintances
    • General comments
    • “How has your year been?”
small talk middle
Small Talk Middle
  • Safe topics
    • Sports, books, movies, theater, art, travel
  • Questions
    • Ask, listen, elaborate with matching experience, Ask again
  • Be more interested than interesting
small talk break away
Small Talk Break-Away
  • Stay no more than 10 min in one place
  • Break-away lines
    • “I don’t want to monopolize you.”
    • “I’m going to circulate.”
    • “I see someone I must meet.”
  • Tell them you enjoyed speaking with them
  • Discuss next steps
    • Going for food, to next person, etc.
correspondence etiquette
Correspondence Etiquette
  • Every written invitation gets a response unless it asks for money
  • Respond within 1 week
  • Follow directions for response
  • Special instructions (dress code) will be in lower corners
  • Envelope will indicate if you may bring guest
  • Send “Thank you” letters
  • Always include a cover letter for written documents
  • Sit on written documents for 24 hours (if possible)
e mail etiquette
E-mail Etiquette
  • E-mail only those people to whom your messages actually pertain to—don’t send mass or chain letters
  • M-ake a point of responding to messages promptly
  • A-lways use spell-check and grammar check before sending messages—be brief and clear
  • I-nclude your telephone number in your message
  • L-earn that e-mail should be used for business rather than personal use—don’t send anything you wouldn’t want to see in public
telephone manners
Telephone manners
  • Answer the phone with your name and company (or department)
  • When placing calls, state your name and company or department immediately when phone is answered
  • Speak clearly
  • State the purpose of your call
  • Only use speakerphone for conference calls
  • Always smile when using the phone
  • Say please and thank you
  • Judge your audience before making small talk
  • Return your calls
voice mail mobile phone use
Voice Mail/Mobile Phone Use
  • Realize proper usage of mobile phones in business
  • Understand how to leave an adequate voice message
  • Check messages frequently on a daily basis
  • Avoid using in a restaurant, movie, church, or meeting
  • Limit your conversation when in close quarters
  • Use a quiet voice
  • Don’t give out credit card #
  • Refrain from using when driving
office etiquette
Office Etiquette
  • Be self-aware-use common sense
  • Mind your own business
  • Avoid strong cologne
  • Never ever go over your supervisor’s head
  • Obey your company’s business dress attire
  • Keep your germs to yourself
  • Treat every employee with the same respect
  • Do not post things of an offensive nature
  • No matter your job or your title, always hold yourself to a higher standard
the 12 commandments of cubicle etiquette
Thou shall not enter another person’s cubicle unless you are invited.

Thou shall not interrupt someone who is on the telephone by using sign language or any other means of communication.

Thou shall think twice before interrupting someone who appears deep in thought.

Thou shall be aware of how your voice projects.

Thou shall realize that speaker phones and cubicles don’t mix.

Thou shall not discuss a confidential matter in a cubicle setting.

Thou shall realize that everything you say makes an impression on your “internal customers.”

Thou shall not make or receive personal telephone calls during the workday.

Thou shall not establish eye contact with someone when you would prefer not to be interrupted.

Thou shall stand up and walk toward the entrance of your cubicle when you would like an impromptu meeting short.

Thou shall recognize your cubicle is a direct reflection of you. Keep it neat and orderly.

The 12 Commandments of Cubicle Etiquette
meeting etiquette
Meeting Etiquette
  • Always have your calendar, notebook & pen
  • Never bring up personal problems/issues in a professional situation
  • Avoid “you” talk
  • Stay on schedule
  • In conference rooms hang back until power players have taken seats: ends and middle sides of table are power seats
office romance
Office Romance
  • Dating a supervisor or subordinate is absolutely a no-no
  • Any behavior of a sexual nature on company property gives the company grounds for legal action
office romance when it happens anyway
Office Romance (When it Happens Anyway)
  • Expect at the very least an office relationship will be frowned upon
  • Risk loss of credibility
  • Difficulty focusing on work
  • Don’t use work email or voicemail systems
  • Remember when it ends you will still have to work with this person
etiquette abroad
Etiquette Abroad
  • Know the various cultural nuances of the particular country
  • Do your homework
  • Problem solving & issues of protocol and chain of command differ greatly between countries
evaluation questions
Evaluation Questions
  • Use:Strongly agreeAgreeDisagreeStrongly disagreeDon’t know1.I found the presentation of material easy to understand.2. This discussion session increased my knowledge on the subject

presented.3. I will be able to use some of the information from this discussion

session in the future.4. The presenter was well prepared for this discussion session.5. This presentation should be repeated in future semesters.