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BUSINESS ETIQUETTE. Chapter 1 Opening Moves: Making Initial Encounters Work. “Civility costs nothing and buys everything” Lady Mary Wortley Montagu. Courtesy begins with introductions

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Business etiquette

BUSINESS ETIQUETTE

Chapter 1

Opening Moves:

Making Initial Encounters Work



Business etiquette

  • Courtesy begins with introductions

    • If an introduction is mismanaged, there is a strong possibility that the emerging business relationship will also be subject to problems

    • That is why you must start right away to build a strong foundation for your new business relationships

  • The initial phase of a business relationship can have extraordinary effects on careers--& on whole organizations


Business etiquette

Business breakthroughs are built on alliances, & alliances are built on relationships

By initiating relationships in the right way, you make later relationships possible!


Tip 1
Tip #1 are built on relationships

Make a super first impression

Just as you often judge others by the initial impact they have on you, so are you likely to be judged yourself in the first few moments of interacting with someone


Business etiquette

  • Tips for making a great 1 are built on relationshipsst impression:

    • When meeting another person, extend a confident handshake as you make eye contact

    • Eliminate trendy words from your vocabulary

    • When you are representing your organization, always carry materials that broadcast a “quality” message—supporting materials are a definite reflection of your (& your organization’s) style


Business etiquette

  • How to make it easy for others to start a conversation with you

    • People with “minglephobia” are often cured when someone else starts up the discussion

    • When you’re in a room of strangers, feeling uncomfortable & standing alone:

      • Get a beverage, go to a window, stand with your back against it—having a glass to hold will put you at ease & make you look approachable

      • When others are ready to begin a conversation, they are more likely to approach people who are standing in front of a source of natural light


Tip 2
Tip #2 you

Know Whom to Introduce First

  • The basics of introductions:

    • Mention the name of the higher-status person first

    • If there is no higher-status person such as when introducing 2 clients to each other, both of whom are on the same professional level, say the name of the person you know least well first—by doing this you will bring that person into the conversation & allow him/her to feel more at ease


Tip 3
Tip #3 you

Know the Value of a Good Handshake

  • Creates a positive or negative reaction

    • A limp handshake can tag you as someone who is hesitant or lacking in resolution

    • An overpowering handshake can brand you as a manipulator

    • A sincere, confident grip conveys confidence & authority


Business etiquette


Business etiquette

  • How to offer a good handshake that also maintains a proper distance

    • Clasp the other person’s palm with your palm, rather than fingers to fingers

    • Your grip should be firm

      • Hold someone’s hand too loosely & you’ll be labeled a “dead fish”

      • Hold it so firm that you squeeze too hard causes pain

      • Simply apply a little pressure, then let go—a handshake is not a contest to see who can grip the hardest

      • Match each other—grip for grip


Business etiquette

Talk to the person whose hand you are shaking—a simple “Nice to meet you” or “Good to see you again”


Business etiquette


Business etiquette

If you want to convey a sense of rapport without warmth, then place your free hand on top of the clasped hands or on the other person’s arm or shouldermaking the other person uncomfortable, try touching his/her arm between the hand & elbow rather than between the elbow & shoulder

As you release the other person’s hand, pause briefly but purposefully before continuing the conversation


Different country customs
Different Country Customs warmth, then place your free hand on top of the clasped hands or on the other person’s arm or shoulder

  • If going to another country, try to learn what the customs are there for shaking hands

    • In some nations it is considered polite to shake upon meeting & leaving—not doing so may give offense

    • For some, handshakes should be firm, for others they should be aggressive, & for still others, where there is a caste system, you should shake hands only with persons of a certain standing


Business etiquette

Some countries frown on shaking hands with a member of the opposite sex

There are some social systems where the greeting is not a handshake but a bow


Business etiquette

The more you learn about specific customs, the easier it will be for you to get along no matter what country you are in


Tip 4
Tip #4 will be for you to get along no matter what country you are in

Manage the Unconventional Handshake

When you are about to extend your hand to someone who is unable to offer you a right hand, what should you do?


Business etiquette

  • Follow the other person’s lead will be for you to get along no matter what country you are in

    • When dealing with a person whose right hand or arm is clearly disabled, avoid reaching for that hand

    • Whatever the reason for the person’s incapacity, always issue a verbal greeting, pause, & then observe the appropriate body language & act accordingly

    • In some cases, the person may offer you their left hand


Tip 5
Tip #5 will be for you to get along no matter what country you are in

Turn a Social Gaffe into a Positive Experience

What matters is not that you’ve committed a “faux pas” (that’s French for misstep) but how you handle the situation

If you keep your composure you can turn an embarrassing situation around


Tip 6
Tip #6 will be for you to get along no matter what country you are in

Don’t Say “I’m Sorry” Automatically

  • Consider 1 of the following responses:

    • Thank you for your comment!

    • Thank you for the feedback!

    • Thank you—you’ve given me something to think about!

  • All of these are much more professional ways of responding than “I’m sorry” which can come across as emotional & servile


Business etiquette

The phrase “Thank you” is appropriate & optimistic & it reinforces the positive intent of the person who passed along the criticism


Business etiquette

  • Explain your reinforces the positive intent of the person who passed along the criticismfaux pas with grace

    • Rather than getting tongue-tied with apologies, over-explaining, or trying to evade the situation, issue a concise, poised recovery

    • Acknowledge the misstep

    • Say you’re sorry—then move on!

    • Example: Say “Please accept my apologies for calling you by your competitor’s name.” Then go back to the subject at hand

    • When it’s over, let it be over!


Business etiquette


Business etiquette

  • Turn the attention elsewhere came up blank in an assessment—turn this to your advantage!

    • The best way to do this is to praise another person

    • Example: Say “It looks like I can take a lesson or two from you!”


Business etiquette

Any gaffe can be turned into a positive experience if it’s handled with grace & wit

People remember poise


Business etiquette

With the right approach you won’t be remembered as the person who made the huge mistake—you’ll be thought of as the person who saved the day with on-your-feet thinking & a great deal of charm!


Tip 7
Tip #7 person who made the huge mistake—you’ll be thought of as the person who saved the day with on-your-feet thinking & a great deal of charm!

Handle Name Lapses Gracefully

  • Someone comes up to you, greets you by name, & talks at length about how great it is to see you . . .

    • Rule #1: Do not ask “Who are you?”

    • Instead, respond in kind & let the person know you are glad to see him/her

    • 1 way to refresh your memory is to ask the person what has been going on since you last talked—their response may reveal something


Business etiquette

If you still can’t remember the name, be cordial & simply avoid using a name of any kind

After the conversation has ended, ask a colleague if they can help you

When you remember the name, jot it down, send the person a note saying you enjoyed seeing them again—it helps cover the fact that you didn’t use a name when you saw them


Business etiquette


Tip 8
Tip #8 a handshake &

Use a Last Name Unless Invited to Do Otherwise

Although many people have no problem moving to a “casual” conversational mode more or less instantly with new acquaintances, this practice is still unacceptable in the minds of many people in a business setting


Business etiquette

Moving to a 1 a handshake & st name basis before the other person is ready to do so is an especially poor policy to pursue during telephone conversations with customers & prospects

Common courtesy dictates that you wait until you are invited to address a telephone contact by his/her 1st name—especially if the “someone” is an individual you are speaking to for the 1st time


Business etiquette

If you are meeting someone for the 1 a handshake & st time, & the other person is either prominent within their field or at least 2 decades older than you, then you should use their title & last name


Business etiquette

Do a handshake & not ask someone for permission to use their 1st name—use the last name until you are directed to do otherwise


Tip 9
Tip #9 a handshake &

Negotiate Business Card Exchanges Flawlessly

  • During a 1st-time meeting, you may request a business card from the other person—provided that you’ve offered your own card 1st

    • Exception: If the person you’re speaking with is of significantly higher status (more than 1 level above your position), you should wait for the person to offer you his/her card, rather than ask for one

    • But, the more seasoned a businessperson is, the less likely he/she will be to distribute business cards or to ask for them


Business etiquette

Give only 1 business card to your contact (rather than 2-3)—it will be interpreted as a request from you to “broker your service” – Tacky!

Keep the emphasis on person-to-person contact


Key point summary
Key Point Summary 2-3)—it will be interpreted as a request from you to “broker your service” – Tacky!

  • Make a powerful, positive 1st impression

    • Establish appropriate eye contact

    • Avoid colloquialisms & slang

    • Have the right “support materials” at hand


Business etiquette

Know who should be introduced 1 2-3)—it will be interpreted as a request from you to “broker your service” – Tacky!st


Business etiquette

  • Avoid offering a limp handshake 2-3)—it will be interpreted as a request from you to “broker your service” – Tacky!

    • Make sure your grip is confident & appropriate to the situation




Business etiquette

Never ask “Who are you?” display grace, wit, & poise

Find creative ways to determine the names of people to whom you’ve been introduced


Business etiquette

Don’t use the person’s 1 display grace, wit, & poisest name unless you’re invited to do so


Business etiquette

Present a single business card display grace, wit, & poise

Follow the lead of a higher-ranking person, rather than asking for his/her business card