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Business Etiquette 101 Presented by Robert Hogeda – Access Group.

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1 Business Etiquette 101 Presented by Robert Hogeda – Access Group

2 What is Etiquette? A fancy word for getting along with others A fancy word for getting along with others Politeness Politeness Poise Poise Confidence Confidence A code that governs the expectations of social behavior A code that governs the expectations of social behavior

3 Why Do We Need Etiquette? There’s no such thing as a vacation from good manners. There’s no such thing as a vacation from good manners. To be at ease by showing more confidence and poise in business & social situations. To be at ease by showing more confidence and poise in business & social situations. Increases the likelihood that your calls, appointments and s will be received positively. Increases the likelihood that your calls, appointments and s will be received positively. To come across as the polished professional you really are! To come across as the polished professional you really are!

4 Etiquette “In the Office”

5 Make a Good First Impression You meet a colleague for the first time. How do you introduce yourself? A.Give them a big hug B.Say “What’s up dude…cool to meet you.” C.Say “I’m (name), nice to meet you. D.Offer a firm handshake and make eye- contact E.Both C and D

6 Make a Good First Impression Avoid slang Avoid slang Establish eye contact Establish eye contact Avoid “the hug” Avoid “the hug” Avoid a limp handshake Avoid a limp handshake Always introduce yourself Always introduce yourself Know who should be introduced first Know who should be introduced first Higher-ups first Higher-ups first Females before males Females before males Present a business card Present a business card If a higher up, only do this if they do it first If a higher up, only do this if they do it first

7 Dress for Success

8 It’s “Casual Friday”…what would you wear to the office? Guys Girls A.A business suitA. A business suit B.Shorts and sandalsB. A mini skirt and halter top C.Ripped jeansC. Tight jeans D.Khakis and a poloD. Nice slacks and a nice blouse

9 Dress for Success Dress for the occasion Dress for the occasion Avoid over-accessorizing Avoid over-accessorizing Steer clear of anything too gaudy, too short, or too tight Steer clear of anything too gaudy, too short, or too tight Think of “Casual Friday” as if it were an ordinary day without a necktie or business suit – and, you still have to “look” professional! Think of “Casual Friday” as if it were an ordinary day without a necktie or business suit – and, you still have to “look” professional!

10 Cubicle Etiquette Imagine an invisible door. Don’t just enter someone’s cubicle. Imagine an invisible door. Don’t just enter someone’s cubicle. If they look deep in thought, leave them alone. If they look deep in thought, leave them alone. If they are on the phone, don’t try to get their attention with gestures. If they are on the phone, don’t try to get their attention with gestures. Be aware how your voice projects. Be aware how your voice projects. Speaker phones and cubes don’t mix. Speaker phones and cubes don’t mix.

11 Cubicle Etiquette Others can hear what you say, and could judge you by your words. Others can hear what you say, and could judge you by your words. Keep personal phone conversations to a minimum. Keep personal phone conversations to a minimum. Don’t be a cubicle “lurker”. Don’t be a cubicle “lurker”. Keep your cubicle neat and uncluttered. Keep your cubicle neat and uncluttered.

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13 “Netiquette” – Internet Manners “I need this ASAP” “I need this ASAP” “Come see me now” “Come see me now” “Why did you tell them this?” “Why did you tell them this?” “I NEED MORE TIME” “I NEED MORE TIME” “Meet me in the braek room” “Meet me in the braek room” To: To: Cc: Cc: Cc: Cc: Cc: Cc: Why are these rude/annoying??

14 “Netiquette” – Internet Manners Be concise, clear, and conversational in style Be concise, clear, and conversational in style Your words are a forward or blind-copy away from anyone Your words are a forward or blind-copy away from anyone Don’t abuse the Cc: button Don’t abuse the Cc: button Spel check, spell chek, speill chick Spel check, spell chek, speill chick Avoid the “chain mail” trap Avoid the “chain mail” trap Don’t be too informal Don’t be too informal In most instances, use lowercase In most instances, use lowercase Uppercase implies shouting Uppercase implies shouting

15 “The 5 Commandments” 1. only those to whom the message pertains 2. M-ake a point to respond promptly 3. A-lways check spelling and grammar 4. I-nclude your telephone number in your message 5. L-earn “nettiquette” What you write can be forever stored!!

16 Etiquette “outside” of the office

17 Travel Do’s and Don’ts Flying is the most common mode of transportation. While flying, remember: Flying is the most common mode of transportation. While flying, remember: Get to the airport early Get to the airport early Don’t hold up the security line Don’t hold up the security line Dress appropriately Dress appropriately Be considerate when walking down the aisles Be considerate when walking down the aisles Share the armrest Share the armrest Don’t recline your seat all the way back Don’t recline your seat all the way back

18 More Do’s and Don’ts Drink water, not alcohol Drink water, not alcohol Mind your business Mind your business Don’t talk to your neighbor unless they want to Don’t talk to your neighbor unless they want to Avoid getting up and down Avoid getting up and down When exiting, let those in front of you exit first When exiting, let those in front of you exit first

19 Tipping While Traveling You are in a hurry at the airport, so you check your bags at the curb. You check 2 bags. What should you tip the skycap ? A.$1 B.Nothing – he’s just doing his job C.$2 D.Tipping?? What’s tipping?

20 Tipping Cheat Sheet Sky Cap Sky Cap $1 per bag $1 per bag If several bags, should tip more. (3 bags = $5) If several bags, should tip more. (3 bags = $5) Hotel Bellhop (dependent on level of hotel) Hotel Bellhop (dependent on level of hotel) Holding bags - $1 per bag or more if several bags Holding bags - $1 per bag or more if several bags Bringing something to the room - $2 Bringing something to the room - $2 Something extra - $5 Something extra - $5 Maid – If there for an extended period, tip $1-2 per day Maid – If there for an extended period, tip $1-2 per day Shuttle bus driver Shuttle bus driver $1 for the ride, or $2 if they help with your bags $1 for the ride, or $2 if they help with your bags Waiter Waiter 15 to 20% depending on level of service 15 to 20% depending on level of service Taxi Driver Taxi Driver 10 to 15% of the fare 10 to 15% of the fare 50 cents is a minimum 50 cents is a minimum

21 The “Social” Event

22 Social Situations: How not to be a Social Outcast At the company Holiday Party, John/Sarah drinks a little too much “eggnog”. He/she starts dancing provocatively, flirting with everyone (including the boss’ spouse), then trips and falls down in front of everyone there. What are the consequences? A.Big promotion the next day. B.Respect of all his colleagues. C.Being talked and whispered about. D.Word gets around the office/building/industry. E.Both C and D

23 Social Situations: How not to be a Social Outcast View the event as an opportunity to network. View the event as an opportunity to network. Prepare some small talk in advance. Prepare some small talk in advance. Mingle and circulate. Don’t be a clique! Mingle and circulate. Don’t be a clique! Dress appropriately Dress appropriately Go easy on the food and drink. Go easy on the food and drink. Seek out the host to show appreciation for the event. Seek out the host to show appreciation for the event. Don’t overstay your welcome. Don’t overstay your welcome. Remember, people are taking notes. Don’t give them a performance they will remember forever. Remember, people are taking notes. Don’t give them a performance they will remember forever.

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25 Eating in Public: You sit at the table and want to take a drink of water. There is a glass on your left and right. Which one do you drink from? A.Right B.Left C.Grab one from another table D.Forget it, I will go thirsty!!

26 A Typical Place Setting

27 You Might See This Too…

28 Eating in Public: You excuse yourself to use the restroom. Where do you place your napkin? A.On the floor B.Folded on the table C.On your chair D.Take it with you

29 Napkin Etiquette The napkin will be placed either to the left of the forks, beneath the forks, or on the plate. In a fancy restaurant, it may be in the water glass. The napkin will be placed either to the left of the forks, beneath the forks, or on the plate. In a fancy restaurant, it may be in the water glass. Wait for the host or guest of honor to pick up his/her napkin first. Wait for the host or guest of honor to pick up his/her napkin first. After the host’s or guest of honor’s napkin is in place, gently place your napkin in your lap. After the host’s or guest of honor’s napkin is in place, gently place your napkin in your lap. In more upscale restaurants, the waiter places your napkin on your lap for you. In more upscale restaurants, the waiter places your napkin on your lap for you.

30 Napkin Etiquette Continued It is not necessary to fully open a large napkin; just fold it in half. It is not necessary to fully open a large napkin; just fold it in half. You can completely open a smaller luncheon napkin. You can completely open a smaller luncheon napkin. Use your napkin to dab the corners of your mouth only Use your napkin to dab the corners of your mouth only Never blow your nose or wipe off lipstick with your napkin. Never blow your nose or wipe off lipstick with your napkin.

31 Napkin Etiquette Continued When you excuse yourself from the table, place you napkin neatly on your chair. When you excuse yourself from the table, place you napkin neatly on your chair. Don’t be surprised if there is new napkin in it’s place. The waiter will sometimes replace it. Don’t be surprised if there is new napkin in it’s place. The waiter will sometimes replace it. When you have finished your meal and you are leaving the table, place the napkin to the left of your plate. When you have finished your meal and you are leaving the table, place the napkin to the left of your plate. Do not put it back in the napkin ring. Do not put it back in the napkin ring.

32 Eating in Public: You have finished eating your meal. How do you let the waiter know? A.Yell at him. B.Mash your napkin on your plate so you won’t eat anymore. C.Push your plate(s) away from you. D.Place your utensils at 10:20 (10 and 4).

33 Remember: Eat from the outside in Eat from the outside in Liquids to the right, solids to the left Liquids to the right, solids to the left 5 letters: D-R-I-N-K / R-I-G-H-T 5 letters: D-R-I-N-K / R-I-G-H-T 4 letters: F-O-O-D / L-E-F-T 4 letters: F-O-O-D / L-E-F-T No elbows on the table No elbows on the table Don’t talk with your mouth full Don’t talk with your mouth full Use your napkin properly Use your napkin properly Have good posture Have good posture Pace yourself – Don’t eat too fast or slow Pace yourself – Don’t eat too fast or slow No makeup at the table No makeup at the table Don’t use your cell phone Don’t use your cell phone Pass correctly – Don’t reach over people. Pass correctly – Don’t reach over people. Pass salt and pepper together Pass salt and pepper together

34 Cell Phones: Necessity or Burden? Cell Phones: Necessity or Burden?

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36 Cell Phone Quiz 1. I keep my cell phone on during meetings so everyone can reach me. 2. I answer the phone in a restaurant. 3. I tend to talk louder on my cell phone than I do using a landline. 4. I instantly answer my phone when it rings no matter how many people are close around me.

37 How Did You Fare? Yes to 4 statements: You are reachable but others probably think you are rude. Yes to 4 statements: You are reachable but others probably think you are rude. Yes to 3 statements: Now you’re maybe a little lower on the “rude” scale. Yes to 3 statements: Now you’re maybe a little lower on the “rude” scale. Yes to 1 or 2 statements: You are more civil than most cell users. Yes to 1 or 2 statements: You are more civil than most cell users. No to all statements: You are the master of cell phone etiquette. No to all statements: You are the master of cell phone etiquette.

38 Cell Do’s and Cell Don’ts Use your “inside voice” or even quieter. Use your “inside voice” or even quieter. Walk away from others when talking. Walk away from others when talking. Turn your phone off or on vibrate during events. Turn your phone off or on vibrate during events. Never answer your phone during an event. Never answer your phone during an event. Be careful when driving. Be careful when driving.

39 Common Etiquette Mistakes Making introductions in the wrong order. Making introductions in the wrong order. Showing up late for an important appointment. Showing up late for an important appointment. Talking on your cell at the table or during events. Talking on your cell at the table or during events. Improper napkin use. Improper napkin use. Drinking too much at functions. Drinking too much at functions. Improper uses of . Improper uses of . Walking into a person’s cubicle without asking permission. Walking into a person’s cubicle without asking permission.

40 Yeah, great stuff, but when will I use it? Work Work Conferences Conferences On the phone On the phone Traveling Traveling Dining Dining Social events In line at store Online Entertaining Driving Etiquette is the key to surviving all human contact with your self-esteem, sense of humor, and self- confidence intact!!

41 In Conclusion… “Your manners are always under examination, and by committees little suspected, awarding or denying you very high prizes when you least expect it” -Ralph Waldo Emerson

42 Questions or Stories? Thank you very much for your participation. Now go out and wow ‘em with your manners! Sources: Etiquette for Dummies by Sue Fox Business Etiquette by Ann Marie Sabath


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