Blane Ruschak National Director of Campus Recruiting Western Kentucky University September 20, 2007 blaneruschakkpmg

2. 2 WKUBeta Alpha Psi and GuestsBusiness Etiquette Presented by Blane Ruschak National Director of Recruiting KPMG LLP October 27, 2005

3. 3 Do You Have Straight “A’s”??

4. 4 Straight A’s Appearance Action Attitude

5. 5 Straight A’s Appearance Action Attitude

6. 6 Appearance Your overall image Dressing appropriately for every occasion Daily grooming habits & clothing maintenance Appropriate clothing choices for business & business casual Proper fit and tailoring Hair style and maintenance Accessory choices Women-Jewelry,scarves, etc Men-Earring, chains, etc Make-up Appropriate footwear Facial Hair Appearance encompasses the following… Read through each step. We will discuss in more detail some casual businesswear guidelines which will help you dress for success. As you read through each item, you can comment briefly (except for business casual which is covered on the next slide).Appearance encompasses the following… Read through each step. We will discuss in more detail some casual businesswear guidelines which will help you dress for success. As you read through each item, you can comment briefly (except for business casual which is covered on the next slide).

7. 7 Appearance So what IS “Business casual?” Appearance encompasses the following… Read through each step. We will discuss in more detail some casual businesswear guidelines which will help you dress for success. As you read through each item, you can comment briefly (except for business casual which is covered on the next slide).Appearance encompasses the following… Read through each step. We will discuss in more detail some casual businesswear guidelines which will help you dress for success. As you read through each item, you can comment briefly (except for business casual which is covered on the next slide).

8. 8 Casual Businesswear Guidelines 1. Aim for a classic understated look. 2. Combine some of your existing business wardrobe with casual attire. 3. Keep the focus on the quality of your work. 4. Pay attention to the fit of your clothing. 5. Shoes matter. 6. If you manage, lead or influence, you should “step it up”. 7. When in doubt, leave it out. Speaker notes which coincide with each number above. 1. Clothing should be comfortable yet communicate a professional attitude. Subtle, quality accessories (belts, jewelry and scarves) coordinated with an outfit can show you pay attention to important details. 2. Try wearing a button-down short with khakis and loafers, either with a more colorful tie/scarf or just a sport coat or sweater. Ask yourself, “Am I successfully representing myself and my company?” Clothing must be clean, pressed or wrinkle-free and without holes or frayed areas. Like suits and tailored clothing, casual businesswear lasts longer and looks better with special care. Clothes worn to clean the garage, run errands, or attend a ball game are not the same as those worn to work. Leave at home clothes you wear to the gym, the beach or to clean the garage. Avoid clothing which is too revealing or tight-fitting. Trendy or “high-fashion” clothing may communicate a whimsical or pretentious attitude not suitable for many offices. T-shirts with messages other than your company’s logo are not a good idea. Keep clothing colors muted and coordinated to help create a professional appearance. Pants should break just above the shoe, sleeves should reach the base of your hand and show a bit of cuff if you are wearing a jacket. Shirt collars should button comfortably without pinching or leaving gaps. If a tie is worn, its tip should reach just below the bottom of the belt buckle. Leather or dress shoes are preferable. Leather shoes look their best polished and in good repair. For most offices, open-toed sandals and beach/river thongs are not OK. In most instances, socks/stockings are required with shoes. Many employees will be observing your clothing choices and will take their lead from you. Stepping it up may include having a jacket or sport coat in your office or selecting a pair of tropical weight wool trousers instead of khakis. Casual clothing should make you and everyone you work with more comfortable. Check with your manager ahead of time if you have any questions. Remember the four “C’s” – Do you look CLEAN, CLASSY, COMPETENT and CREDIBLE?Speaker notes which coincide with each number above. 1. Clothing should be comfortable yet communicate a professional attitude. Subtle, quality accessories (belts, jewelry and scarves) coordinated with an outfit can show you pay attention to important details. 2. Try wearing a button-down short with khakis and loafers, either with a more colorful tie/scarf or just a sport coat or sweater. Ask yourself, “Am I successfully representing myself and my company?” Clothing must be clean, pressed or wrinkle-free and without holes or frayed areas. Like suits and tailored clothing, casual businesswear lasts longer and looks better with special care. Clothes worn to clean the garage, run errands, or attend a ball game are not the same as those worn to work. Leave at home clothes you wear to the gym, the beach or to clean the garage. Avoid clothing which is too revealing or tight-fitting. Trendy or “high-fashion” clothing may communicate a whimsical or pretentious attitude not suitable for many offices. T-shirts with messages other than your company’s logo are not a good idea. Keep clothing colors muted and coordinated to help create a professional appearance. Pants should break just above the shoe, sleeves should reach the base of your hand and show a bit of cuff if you are wearing a jacket. Shirt collars should button comfortably without pinching or leaving gaps. If a tie is worn, its tip should reach just below the bottom of the belt buckle. Leather or dress shoes are preferable. Leather shoes look their best polished and in good repair. For most offices, open-toed sandals and beach/river thongs are not OK. In most instances, socks/stockings are required with shoes. Many employees will be observing your clothing choices and will take their lead from you. Stepping it up may include having a jacket or sport coat in your office or selecting a pair of tropical weight wool trousers instead of khakis. Casual clothing should make you and everyone you work with more comfortable. Check with your manager ahead of time if you have any questions. Remember the four “C’s” – Do you look CLEAN, CLASSY, COMPETENT and CREDIBLE?

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12. 12 Appearance What is “Business Professional?” Appearance encompasses the following… Read through each step. We will discuss in more detail some casual businesswear guidelines which will help you dress for success. As you read through each item, you can comment briefly (except for business casual which is covered on the next slide).Appearance encompasses the following… Read through each step. We will discuss in more detail some casual businesswear guidelines which will help you dress for success. As you read through each item, you can comment briefly (except for business casual which is covered on the next slide).

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22. 22 Straight A’s Appearance Action Attitude

23. 23 Action Body language Posture Facial expressions Approachability Shyness Nervous gestures Smiling Social behavior Accountability and follow up Social skills and small talk Thank you’s Dining and drinking etiquette Situation #1 Situation #2 Workplace etiquette Hosting skills for business entertaining – as the guest Behavior within a group setting (i.e. when with other recruits, fellow students or firm personnel) Responsiveness (returning calls, completing documents, etc on a timely basis) These items constitute your actions which make an impression – good, bad or neutral. Read through and give examples. We will discuss small talk techniques and workplace etiquette in detail.These items constitute your actions which make an impression – good, bad or neutral. Read through and give examples. We will discuss small talk techniques and workplace etiquette in detail.

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25. 25 Silverware/Table Setting What to use? Start with the silverware furthest from the plate and work in towards the plate. Silverware at the top of the plate is not for use during main courses. It is intended for dessert, coffee, etc. The rule of b and d: your “bread” plate is on the left and your “drinks” are on the right. Subtly request replacements if the silverware is soiled. If silverware is dropped, do not pick it up--leave it and ask the server for a replacement. Used utensils rest on your plate, not on the tablecloth.

26. 26 Napkins Pick up your napkin immediately upon being seated or after the host. When excusing yourself mid-meal, place your napkin in your chair as you rise from the table. Only return your napkin to the table when the meal is completely finished and you are leaving the table for the evening. It should be loosely folded and placed on the right side of the dinner plate.

27. 27 Ordering Drink orders are usually taken first. Follow the lead of the host when ordering alcohol. Be sure to closely monitor the amount of alcohol you consume. It should be minimal. Follow the lead of the host when he/she picks up the menu. This will signal when it is appropriate for others to look at the menu and order. Ask your server if you have questions regarding the selections. As a guest, you should not order one of the most expensive items on the menu, unless your host indicates to do so.

28. 28 Ordering Continued… Order food that is easy to eat. Avoid ordering wild foods, spicy foods, finger foods, or foods that are potentially messy. Your host may suggest trying a dessert. This indicates it is okay to order a dessert following your meal. For business meals, it is not appropriate to take leftovers home with you. *differentiate between “business” meal and recruiting meal (we typically encourage students to take leftovers home).*differentiate between “business” meal and recruiting meal (we typically encourage students to take leftovers home).

29. 29 Eating Guidelines Begin eating after everyone has been served and the host or head of the table picks up utensils and begins eating. To indicate that you do not wish to have your plate removed, rest your fork on the left side and knife on the right side of the plate at an angle. To indicate the you are finished eating and your plate may be cleared, rest your utensils at a 10 and 4 o’clock angle. Food should be passed to the person requesting it initially. Others should ask permission from the requestor before taking food while it is being passed to the requestor. Salt and pepper are “married” and should always be passed together by the middle, not the top, of the shakers.

30. 30 Eating Guidelines Continued… Larger bites, including salad, fruit, etc. should be cut into bite-sized pieces before eating. Bread should be broken in half initially, then broken into bite-sized pieces, individually buttered, then eaten. Bread, fingers, or utensils should not be used to move or scoop additional food onto your fork or spoon. If you cannot get food onto your utensils without “extra help,” it should be left on the plate. A soup cup or bowl should not be tipped or picked-up in order to be eaten. The basics…chew with your mouth closed. If asked a question, finish chewing and swallow a bite before answering. Try to avoid striking up conversation with others as they take a bite of food.

31. 31 Additional Dining Tips Dispose of gum prior to sitting down to eat. Blot lipstick on tissue or cocktail napkin before eating. Purses or handbags should not be placed on the table. Never apply make-up or comb your hair at the table. Excuse yourself to freshen up in the restroom. Elbows do not belong on the table during a meal. Alcohol should not be ordered during lunch. If ordered, it should always be in moderation.

32. 32 Other Dining Tips DO Be gracious Handle sneezes and coughs by turning head away from table, cover mouth and nose with tissue/hand Tactfully remove unwanted food Address spills without overreacting DO NOT Push your plate/chair away when done Smoke at the meal Use a toothpick publicly Arrive late Season food before tasting Leave your mobile phone on during a meal

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34. 34 Situation #2 You are a new assistant and during your first week on the job, you and the rest of the audit team are invited to lunch by the client. The waiter comes to take your order and the client orders a glass of wine to drink. What do you order? What if the same scenario occurs but it is during a dinner with the client? These items constitute your actions which make an impression – good, bad or neutral. Read through and give examples. We will discuss small talk techniques and workplace etiquette in detail.These items constitute your actions which make an impression – good, bad or neutral. Read through and give examples. We will discuss small talk techniques and workplace etiquette in detail.

35. 35 Ten Ways to Make a Positive First Impression As each number comes up, have someone in the audience read aloud for interaction.As each number comes up, have someone in the audience read aloud for interaction.

36. 36 The Handshake! The Proper Shake: Comes with eye contact Is firm but painless Lasts about three seconds Take between two and five “pumps”. Starts and stops crisply Doesn’t continue through the entire introduction Is always made with your right hand, even if you are left handed, unless you are physically disabled. Prior to turning to this slide, have each audience member shake hands with someone seated nearby. Read through; shake some hands in the crowd. Prior to turning to this slide, have each audience member shake hands with someone seated nearby. Read through; shake some hands in the crowd.

37. 37 The Handshake! When to Shake: Someone offers his/her hand to you First time meeting someone Greeting guests Greeting your host/hostess Renewing an acquaintance Saying good-bye Here are some tips on when to shake hands: (Read above.) Please note: Hugging in business settings is not appropriate, a handshake is always appropriate. Here are some tips on when to shake hands: (Read above.) Please note: Hugging in business settings is not appropriate, a handshake is always appropriate.

38. 38 The Handshake! Helpful Tips: Always try to hold your drink in your left hand, keeping your right hand free should someone walk up and introduce him/herself. If your hands are cold and clammy, do not mention it. It will only take the attention away from your introduction. If seated, always stand to shake hands (men and women).

39. 39 Telephone Etiquette

40. 40 Telephone Etiquette 1. Be aware of your voice. 2. Do not chew gum, eat, drink, smoke, read, type or hold side conversations. 3. Always ask before putting someone on hold. 4. When leaving your phone number, it should take you as long to say it as it would someone to write it down. 5. Cellular/mobile phones should be turned off. 6. When leaving a voicemail, mention why you are calling or the answer to the question they’ve left on your voicemail. 7. Pleasant, up to date greeting on voicemail. 8. Ask before using speaker phone. 9. Return calls by the end of the day, or within 24 hours. 10. When leaving a message, always include your phone number. 1. Your voice should be clear and pleasant, conveying that you are both personable and professional. Try not to sound rushed. Speak slowly and distinctly, with attention to your diction. Don’t rush through the company name. Smile into the phone. Don’t whisper, shout, or raise your voice. Okay. Always ask permission to place someone on hold. Wait until he/she says “yes.” When returning to the call, thank the caller for holding. Try never to keep anyone on hold for longer than 30-60 seconds. Don’t suggest having a caller hold while the person he/she is trying to reach is on another call. Give an example: 3 – 1 – 2. Be discreet when calling or receiving calls in public places. Step into a private area when placing and receiving calls. Never use a portable phone while in a business meeting, job interview, a movie theatre, play or religious service, walking down the street, at the shopping mall, in a restaurant dining room, or on public transportation. Be prepared, make a few key points and a brief outline of the issues you are addressing. State your name and spell your last name slowly. By leaving your phone number at both the beginning and end of the message, and saying it slowly, the caller will have double the time to write it down and return your call. It should take you as long to state your number as it does to write it. Check to see if there is a company policy regarding outgoing voicemail updates. Many companies ask their employees to update their voicemail message daily. If you don’t update it daily, we recommend changing your outgoing message on a weekly basis. Your outgoing message should include a greeting (hello), your first and last name, your company name or department (sales department). Inform your callers if you are in or out of the office and when you will be returning messages. If you are out of the office for an extended period of time (on vacation for a week or so) and you are not going to be returning calls, you need to include contact and his/her phone number. Always ask permission to put your caller on speaker phone and be ready to take him/her off speaker if requested. Let the caller know if anyone else is present in the office/room. 1. Your voice should be clear and pleasant, conveying that you are both personable and professional. Try not to sound rushed. Speak slowly and distinctly, with attention to your diction. Don’t rush through the company name. Smile into the phone. Don’t whisper, shout, or raise your voice. Okay. Always ask permission to place someone on hold. Wait until he/she says “yes.” When returning to the call, thank the caller for holding. Try never to keep anyone on hold for longer than 30-60 seconds. Don’t suggest having a caller hold while the person he/she is trying to reach is on another call. Give an example: 3 – 1 – 2. Be discreet when calling or receiving calls in public places. Step into a private area when placing and receiving calls. Never use a portable phone while in a business meeting, job interview, a movie theatre, play or religious service, walking down the street, at the shopping mall, in a restaurant dining room, or on public transportation. Be prepared, make a few key points and a brief outline of the issues you are addressing. State your name and spell your last name slowly. By leaving your phone number at both the beginning and end of the message, and saying it slowly, the caller will have double the time to write it down and return your call. It should take you as long to state your number as it does to write it. Check to see if there is a company policy regarding outgoing voicemail updates. Many companies ask their employees to update their voicemail message daily. If you don’t update it daily, we recommend changing your outgoing message on a weekly basis. Your outgoing message should include a greeting (hello), your first and last name, your company name or department (sales department). Inform your callers if you are in or out of the office and when you will be returning messages. If you are out of the office for an extended period of time (on vacation for a week or so) and you are not going to be returning calls, you need to include contact and his/her phone number. Always ask permission to put your caller on speaker phone and be ready to take him/her off speaker if requested. Let the caller know if anyone else is present in the office/room.

41. 41 Computer (e-mail) Etiquette

42. 42 Netiquette 1. Your image on e-mail is as important as your image on the phone or in person. 2. Employers can, and do, monitor e-mail & internet activity. 3. Allow 2-3 days for a response. 4. If it is important, leave a phone message as well. 5. Always proofread and spell check. 6. Watch your tone, as many things can be misunderstood. 7. Include a subject, salutation and closing – like a memo. 8. Do not e-mail formal documents. 9. Do not use web jargon. You are representing both your company’s and your image. The subject matter should be professional, factual, and to-the-point. Although directed to one person or a group, it should not include anything that you would not be comfortable sharing with others, as it can easily be forwarded to others. People have been fired for abusing company e-mail privileges. Phone etiquette suggests returning all messages and calls by the end of the business day or at least within 24 hours. Keep in mind, many individuals travel for business and may not have access to their e-mail when they are not in the office for a designated period of time. If you are sending an important e-mail or fax, it is best to place a phone call or leave a message notifying the receiver that you sent an e-mail, or fax, and that you are requesting a response. Remember to include the date and time. Use correct words, grammar, spelling, and punctuation. Though spell-check may catch many misspelled words, it will not find or replace incorrect words. Your written correspondence reveals your professional image. A quick tip for proofreading e-mail messages is to use your index finger on the screen while reading each word, slowly and out loud. The content of your message can be very easily misconstrued by the tone you use. If there is a conflict, correction, or a situation that needs to be addressed, schedule a face-to-face meeting or phone call. If you are angry when writing an e-mail, wait 12-24 hours before sending it. Remember, you will not be able to retrieve a negative message. Similar to a business letter, separate thoughts/ideas demand their own paragraph. This keeps the information flowing, organized, and simpler for the recipient. Nothing is more annoying than receiving an e-mail message that has one extremely long paragraph. Such as: thank you notes, company letters of introduction, proposals and contracts. If the receiver requests that the information be sent via e-mail, remember to mail the original using company letterhead. Some examples not suitable for any business-related electronic mail messages: TTYL: Talk to you later FWIW: For what it’s worth BCNU: I’ll be seeing you IMHO: In my humble opinion ROTFL: rolling on the floor laughing GG: Got to go TNSTAAFL: There is no such thing as a free lunchYou are representing both your company’s and your image. The subject matter should be professional, factual, and to-the-point. Although directed to one person or a group, it should not include anything that you would not be comfortable sharing with others, as it can easily be forwarded to others. People have been fired for abusing company e-mail privileges. Phone etiquette suggests returning all messages and calls by the end of the business day or at least within 24 hours. Keep in mind, many individuals travel for business and may not have access to their e-mail when they are not in the office for a designated period of time. If you are sending an important e-mail or fax, it is best to place a phone call or leave a message notifying the receiver that you sent an e-mail, or fax, and that you are requesting a response. Remember to include the date and time. Use correct words, grammar, spelling, and punctuation. Though spell-check may catch many misspelled words, it will not find or replace incorrect words. Your written correspondence reveals your professional image. A quick tip for proofreading e-mail messages is to use your index finger on the screen while reading each word, slowly and out loud. The content of your message can be very easily misconstrued by the tone you use. If there is a conflict, correction, or a situation that needs to be addressed, schedule a face-to-face meeting or phone call. If you are angry when writing an e-mail, wait 12-24 hours before sending it. Remember, you will not be able to retrieve a negative message. Similar to a business letter, separate thoughts/ideas demand their own paragraph. This keeps the information flowing, organized, and simpler for the recipient. Nothing is more annoying than receiving an e-mail message that has one extremely long paragraph. Such as: thank you notes, company letters of introduction, proposals and contracts. If the receiver requests that the information be sent via e-mail, remember to mail the original using company letterhead. Some examples not suitable for any business-related electronic mail messages: TTYL: Talk to you later FWIW: For what it’s worth BCNU: I’ll be seeing you IMHO: In my humble opinion ROTFL: rolling on the floor laughing GG: Got to go TNSTAAFL: There is no such thing as a free lunch

43. 43 Social Situations

44. 44 Making Small Talk Appropriate Topics Family or home life Job or career Interests and hobbies Pets Sports Comedians and celebrities Vacations Music Interesting everyday events

45. 45 Making Small Talk Inappropriate Topics Money (Salary, bonus…etc.) Alcohol Salaries Asking how much something costs Asking about other candidates Asking about or sharing confidential client information Health/Weight/Diets Religion Sex Politics Overly-personal questions

46. 46 Social Situations Avoid: Cursing Jokes in bad taste Ethnic slurs Negative comments (about the reception/dinner or about the client) Drinking more than two alcoholic beverages Eating while standing Speaking negatively about your firm (or other firms), clients, the profession or if in a recruiting setting, the competition Being late or leaving early PDA-“Public displays of affection” These items constitute your actions which make an impression – good, bad or neutral. Read through and give examples. These items constitute your actions which make an impression – good, bad or neutral. Read through and give examples.

47. 47 Situation #3 You are an intern on Datasoft, a small privately held software company that is in financial trouble and delinquent on its bank loans. You are also an intern on First Bank, Datasoft’s primary bank. You are scheduled on first bank this week. While discussing delinquent loans with a loan officer, he asks you about Datasoft’s financial condition. Before you answer he continues with, “I feel KPMG has an obligation to protect its client’s interests, and the President would be very upset if the bank lost money because KPMG did not warn us.” How would you react? They should respond to the loan officer that they understand the bank’s concern, but they are prohibited by professional principles to discuss the situation with them. Don’t: Discuss prior engagements at the current job, and be careful about what you discuss in common areas as you never know who will be listening.They should respond to the loan officer that they understand the bank’s concern, but they are prohibited by professional principles to discuss the situation with them. Don’t: Discuss prior engagements at the current job, and be careful about what you discuss in common areas as you never know who will be listening.

48. 48 Straight A’s Appearance Action Attitude

49. 49 Attitude Self-esteem and self-confidence Motivation and passion Enthusiasm Good Attitude Willingness to change Ability to lead and influence Working effectively as a team Just as important as Appearance and Action is one’s Attitude. Attitude encompasses (read items). Just as important as Appearance and Action is one’s Attitude. Attitude encompasses (read items).

50. 50 Bring Out Your Best Be Open To Change Be Committed – Do what it takes: Set Goals, Take Action and Measure Progress Be Patient With Yourself Be Kind To Yourself Have A Sense Of Humor In summary, these are some tips to bring out your best self… In summary, these are some tips to bring out your best self…

51. 51 Remember… You will represent your Company/Firm! You are a very important person in your company. An unprofessional image, a careless word or an indifferent attitude can potentially ruin a client relationship forever. On the other hand, if you are professional, enthusiastic, helpful and concerned, people will be impressed with you and the company you represent. And finally…………………. After the above is read: Say, “We hope that these tips on Appearance, Action & Attitude,” will help you in your next business setting. Any questions?After the above is read: Say, “We hope that these tips on Appearance, Action & Attitude,” will help you in your next business setting. Any questions?

52. 52 Remember… When in doubt, use your common sense! After the above is read: Say, “We hope that these tips on Appearance, Action & Attitude,” will help you in your next business setting. Any questions?After the above is read: Say, “We hope that these tips on Appearance, Action & Attitude,” will help you in your next business setting. Any questions?

53. 53 Take the Eti-Quiz

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57. 57 Eti-Quiz Answers

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59. 59 Questions blaneruschak@kpmg.com After the above is read: Say, “We hope that these tips on Appearance, Action & Attitude,” will help you in your next business setting. Any questions?After the above is read: Say, “We hope that these tips on Appearance, Action & Attitude,” will help you in your next business setting. Any questions?

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