BUSINESS & OFFICE ETIQUETTE

1. BUSINESS & OFFICE ETIQUETTE VIRGINIA MUNICIPAL CLERKS INSTITUTE AND ACADEMY OCTOBER 10, 2013 Ruth Hodges Fraser, MMC City Clerk, City of Virginia Beach

2. PROGRAM OBJECTIVES • Understand definition of “etiquette” • Understand WHY business & office etiquette is important • Explore different “DO’S & DON’TS” • Understand how business & office etiquette can affect future opportunities

3. BUSINESS & OFFICE ETIQUETTE • DEFINITION • Etiquette – the conduct or procedure required by good breeding or prescribed by authority to be observed in social or official life.

4. BUSINESS & OFFICE ETIQUETTE • Etiquette refers to the conventional requirements of social behavior • Business Etiquette is about how to conduct your business with other businesses and clients – customers rely on your expertise and knowledge • Office Etiquette involves personal behavior by employees that promotes positive interactions between co-workers, employees and customers – usually not found in an “Employee Handbook”

5. THE WHY’S OF BUSINESS & OFFICE ETIQUETTE • ONE OF THE BIGGEST MISTAKES YOU CAN MAKE IN YOUR CAREER IS NOT UNDERSTANDING THAT THERE ARE CERTAIN CODES AND RULES TO ABIDE BY IN THE WORKPLACE • IMPROVES BUSINESS RELATIONSHIPS • IMPROVES PRODUCTIVITY • MAKES WORKPLACE AN “ENJOYABLE” PLACE TO BE

6. SOME “DO’S & DON’TS” • MAKE POSITIVE FIRST IMPRESSIONS- remember you are the “ambassador” of the business • stand straight; shake hands palm to palm with gentle firmness; be neat and tidy in appearance; be alert; make eye to eye contact; say “Good Morning” and “Good Bye” to everyone • Do not make value judgments on people’s importance in the workplace – treat everyone with respect • ACT with honesty and integrity

7. SOME “DO’S & DON’TS” (Continued) • DRESS in a manner consistent with company culture • Do not get too personal at work • PULL the plug on “office chatter” • BE A TEAM PLAYER – offer your assistance when something needs to be done

8. SOME “DO’S & DON’TS” (Continued) • Do not interrupt • Avoid heavy perfume/cologne • Be responsive • Self-Assess – think about how you treat people and how others perceive you • SHOW courtesy and good mannersat every opportunity • KEEP workspace neat and tidy

9. FUTURE OPPORTUNITIES • You can gain or loose future opportunities based on your etiquette • Others may be “put off” if you show a lack of professionalism • Develop a reputation for maintaining confidentiality – not doing so does not bode well for your future with the company

10. FUTURE OPPORTUNITIES(Continued) • Offer different perspectives – you will appear to be genuinely interested in the well being of the company • Do your homework – know the dynamics of the office

11. ABOVE ALL ELSEIT IS ABOUT RESPECT • MAINTAIN THE HIGHEST STANDARDS OF RESPECT FOR YOURSELF AND OTHERS • ALWAYS REMEMBER, AT THE END OF THE DAY THERE ARE TWO THINGS THAT YOU CAN CONTROL: YOUR ACTIONS AND YOUR REACTIONS TO OTHERS ACTIONS

12. QUESTIONS????