Presentation on theme: "Mrs. Flowers Finance & Business Technology"— Presentation transcript:
1 Mrs. Flowers Finance & Business Technology Business EtiquetteMrs. FlowersFinance & Business Technology
2 The Basics (Section 1)If you are a woman and a man wants to open the door for you, allow him to do so.Do not think of it as and act that is condescendingIf you are a man and a woman wants to open the door, allow her to do so.Consider it an act of assertiveness in the business world, not gender assertiveness.
3 The BasicsTraditionally a man opens the door for a woman, an elder, or a senior in authority.A woman traditionally opens a door for either an elder or a senior in authority.
4 Opening Car DoorsThe driver should at least unlock the passenger door before walking around to the driver’s side. If the driver is a man, he should first open the door for the passengers.If the driver is a woman, she also can open the passenger door prior to walking to the driver’s side.
5 Opening Car DoorsA courtesy might be to announce that all the doors are unlocked. (if you have keyless entry)If it is raining, the driver (whether a man or woman) should offer to walk to the car and drive it back to where the sheltered passengers are waiting.
6 Walking on SidewalksTraditional etiquette rules state that when walking on a sidewalk, the man always walks on the outside, or curbside, of a woman.
7 Giving Up SeatsIf someone is less fit than you, elderly, etc. you should give up your seat.
8 Manners are Cost Effective Manners contribute to:Optimum employee moraleEmbellish company imageMajor role in generating profit*If you don’t use manners it can cost a person a promotion or even a job.
9 Recap of Key Concepts Section 1 Opening doors goes both ways in our modern world (men & women)Knowing the rules of etiquette helps build confidence and improve competition in the business worldTraditionally a man walks on the outside of a sidewalk, drives the car, or opens doors…but these rules have changed in today’s business climate
10 Corporate Dress & Presentation (Section 2 – Part 1) Many companies have switched to“Business Casual”A general guide is to wear clothes that are somewhat similar to those who are one step above you
11 General Guidelines for Dress & Presentation 1) Do not mix styles2) If you are color blind, get help3) Avoid clothing that is too tight4) Keep your shoes in good condition5) Keep jewelry simple6) Avoid risque clothing
12 Casual DaysIf your job requires you to dress casually on designated days, then do soYour professionalism has to transcend your casual attire
15 How to Dress for a Job Interview The first impression you make on a potential employer is the most important one. The first judgment an interviewer makes, like it or not, is going to be based on how you look and what you are wearingWhat’s the appropriate dress code for an interview? You’ll want that first impression to be not just a good one, but, a great oneRemember, you are marketing a product — yourself — to a potential employer, and the first thing the employer sees when greeting you is your attire
16 Men’s Interview Attire: Suit (solid color – black, navy or dark grey)Long sleeve shirt (white or coordinated with the suit)BeltTieDark socks, conservative leather shoesLittle or no jewelryNeat, professional hairstyleLimit the aftershaveNeatly trimmed nailsPortfolio or briefcase
17 Women’s Interview Attire: Suit or pants suit (navy, black or dark grey)The suit skirt should be long enough so you can sit down comfortablyCoordinated blouseConservative shoesLimited jewelry (no dangling earrings or arms full of bracelets)No jewelry is better than cheap jewelryProfessional hairstyleNeutral pantyhoseLight make-up and perfumeNeatly manicured clean nailsPortfolio or briefcase
18 What Not to Bring to an Interview GumCell phoneI-podCoffee or sodaIf you have lots of piercings, leave some of your rings at home (earrings only, is a good rule)Cover tattoos
19 Interview Attire TipsBefore you even think about going on an interview, make sure you have appropriate interview attire and everything fits correctly.Get your clothes ready the night before, so you don’t have to spend time getting them ready on the day of the interview.If your clothes are dry clean only, take them to the cleaners after an interview, so they are ready for next time.Polish your shoes.Bring a breath mint and use it before you enter the building.Finally, check your attire in the rest room just before your interview for a final check of your appearance — to make sure your tie is straight, your hair is combed, etc.
21 Corporate Dress & Presentation (Section 2 – Part 2) Office VisitorsThere are ways to control time: “I’ve got an appointment at 2pm, so I have about 4 minutes for a quick chat. What’s going on?”If a talkative coworker comes by, stand up, and stay standing. “Where are you headed this morning? I’ll walk with you.” Walk to together and pick a good point to separate.
22 Eye Contact & SmileLack of direct eye contact (especially in conversation between two people) can be offensive or perceived as deceitful.A simple smile can positively enhance your work environment.Smile when you see people, meet people, and even when you talk on the phone.
23 Leaving a JobWhen you plan to leave a place of employment be pleasant during your remaining time.When you apply for a job reference, checks will be made. So it is always best to leave on good terms.Proper business etiquette is to offer 2 weeks notice (and plan to work it, if they wish).
24 Recap of Key Concepts Section 2 One of the basic rules of appropriate professional attire is to learn the corporate climateFor interviews dress to impress: suit (black, navy, gray), shoes, pressed shirt, etc.When someone comes to your work area eye contact and giving attention is keyIf you plan to leave employment, do not talk negatively about your employer/company
25 Interacting with People (Section 3) Making IntroductionsWhen you introduce two people, look first to the person you consider more important, say that person’s name first, followed by “I would like you to meet…”When individuals appear to be fairly equal in authority, you can choose who is “more special”
26 Repeating NamesAs soon as someone has been introduced to you, make an attempt to repeat his or her name.It can help if you try to create an “associate” idea for that name.Example: I have a cousin named Joe, his name is Joe like my cousin. The name Hans sounds German. He looks like my brother Phil, but his name is Bill.
27 Forgetting NamesIt is better to be honest if you cannot remember someone’s name. “I can’t believe it! I’ve gone blank again. Please tell me your name one more time.”Sometimes it is ok to make an effort by saying, “Hey buddy.” “How have you been guy?”
28 Shaking Hands Shaking hands is very much an American custom It should be a firm vertical handshakeDon’t turn your hand, forcing a “curtsy” handshakeShake a woman’s hand the same as a man’sShould be firm, but not overpoweringShould not be weak
29 Making Small TalkOne of the big secrets to good conversation is to ask questions. Ask open-ended questions and try to stay away from closed-end questions.Closed-end questions solicit single word or short responseOpen-end questions solicit more detail or meaningful answers
30 The Art of Conversation At social gatherings, people are generally most comfortable around people they know.First, socialize for a ‘short’ period of time with the people you know and then scan the room for interesting people you would like to meet.Starting a conversation: “This is my first time to one of these events, have you attended before?” “I’m a new hire as of last week, what do you do for the company?” “I’m here at the wedding from out of town, how do you know the bride and groom?”
31 Keeping Promises & Business Cards Have a follow-up system for all business you do. Write down things you promised on a note pad or planner and follow through. Always write things down so you remember to follow up.When exchanging business cards be sure to write down details of what that client wanted on the back of the card. You can file the card in a rolodex for easy access. Be sure to write notes of any little bits of information discussed.Make sure your business cards have all pertinent information to contact you: name, address, phone number, fax number, , etc.
32 Recap of Key Concepts Section 3 When introducing start yourself and then with senior or most important personWhen introduced to someone repeat their name or come up with ‘association’ for themAmerican handshake is firm, not crushing and used by both men and women in businessSmall talk use open-ended questionsCarry pen, paper, planner, and business card (write down notes on what was discussed)
33 Office Etiquette (Section 4) The Work DayManagers especially resent those who spend minutes preparing to leave for the dayIf your day ends at 5pm that is when you should begin packing up for your departureIf you have an hour lunch, that does not mean you leave 15 minutes before the hour and return 15 minutes after the hour (even training days)In American culture, salaried persons often work more hours during the week than the office staff
34 Respecting OthersYou often spend more hours of your “awake life” with those at work than you do with members of your familyTry to avoid the habit of using possessive pronouns when describing coworkersFor example, instead of saying “This is my assistant Mary who works research,” say “This is Mary who works in the Research Department”
35 Making or Not Making Coffee Making coffee for the boss is frequently perceived as a demeaningThe task of making coffee can be shared
36 “Not in My Job Description” One of the most annoying sentences in the workplace is “That’s not in my job description”Even if we are asked to do something outside of our job description, we should make an attempt to provide a solutionSay “I’m not the most knowledgeable person on that subject. Michael has more experience. Let me take you over to his office” or “You really need to be talking to Joanna, who’s in charge of that program”
37 Complaining Effectively Most managers spend a good portion of their time solving problemsDO NOT just register a complaintDO NOT bother to register a complaint accompanied by a solution over which you have no controlDO register a complaint with a solution over which you have some control
38 Making Others Look Good People will be glad to work on your team knowing that you do not take all the credit yourself and that you share it with othersIf a team works together to make a decision that isn’t exactly in line with your thinking support the decision anyway
39 TelephoneIf you are in a position to answer telephones for your organization, consider how important it is to make a good impressionWhen you answer the telephone, identify yourself using your first name and last nameProfessional use of the telephone includes returning calls. Not returning calls sends a negative message. If you don’t want to talk to an individual call on off peak times when you can likely leave a message.
40 Leaving Messages & Ending Conversation Try to be as succinct as possibleGive some idea of why you are calling, and leave any pertinent informationSlow down when leaving your telephone numberEnd your conversation on a positive note whether in person or on the phone
41 Recap of Key Concepts Section 4 Business etiquette means working the number of hours for which you are paidTreat everyone with dignity and respectProvide the best service possible and do not be guilty of “That’s not in my job description”If you have a complaint about someone or something, offer a solutionGive others more credit than you think they deserveLeave telephone messages with some substance so people will not get caught in a telephone message “loop”
42 Meetings (Section 5)Meetings are an integral part of the business environmentApproximately 25%-35% of a lower-level managers’ time is spent in meetingsAs much as 50% of upper-level executives’ time is spent in meetings
43 MeetingsKnowing how to organize a meeting will enable you to do so with ease and styleWhen planning a meeting, consider the following 7 things:What date and time is convenient?Who are the essential people who should attend?Any not-so essential people who must attend?Is the facility available at that time?Will refreshments be necessary?What kind of audiovisual equipment needed?What are the key items for the agenda?
44 Invitations/RSVPIf you are having a meeting, a luncheon, or another event, send out invitations so that people receive them in time to plan for the event (Give them at least two weeks if possible)One way to check meeting details is to remember the 5 w’s: who, what, where, why and when?Who is invited? What will be covered? Where will it take place? Why is it taking place? When will it start and endThe letters RSVP do not create a verb
45 Facilitating a Meeting No matter how simple a meeting, an agenda is imperativeIn a more formal meeting, an agenda should identify four items for each topic:The subjectThe person expected to speak on the issueThe expected outcomeThe time expected to cover the topic
46 Facilitating a Meeting The time expected to be spent on a topic enables the meeting leader to say “We’ve spent enough time on this topic; we need to move on. We can discuss this further at our next meeting.” This prevents extremely talkative people from dominating a meeting and keeps a meeting from becoming derailed from its intended purpose.
47 Rewarding Punctuality Do not reward latecomers by holding up the meeting until they arriveWhen people realize that you start your meetings on time, they will make the extra effort to arrive promptly
48 Running a MeetingAgree on the Agenda – get all participants to agree on the topics and anything that should be added/deletedStay on the Topic – clear agenda *a sidebar is a list of topics that become important but are not on the current agendaSeating Arrangement – do not sit directly across from someone you see as opponentConsider the Cost – count the number of people in attendance, estimate hourly wage
49 Sending a Thank-YouThank-You Notes – if appropriate to the occasion, send a thank-you noteA regular business meeting would not require that you send a note, unless you were a special guestHaving been invited to a special event that requires a response (RSVP) is a clue that the event involves a good deal of work by someoneWhile at the event, ask for a business card which provides necessary information
50 Thank-You LettersTo show appreciation for someone’s work ability or for a business event, you would send a letter keyed on letterhead or a memo keyed on interoffice stationeryThis kind of thank you might be saved in someone’s portfolio
51 Recap of Key Concepts Section 5 Use the 5 Ws to check the proper contents of a meeting invitation: who, what, where, why, whenUse an agenda for all meetingsReward punctuality and start/end meetings when statedExtend your appreciation when needed
52 Dining Etiquette (Section 6) A lot of important business is conducted in a food-related environmentSome interviews are conducted over lunch, and how you conduct yourself during a meal becomes a part of the decision to hire
53 Arriving at a Restaurant If possible, call ahead and make a reservation for the mealTell the dining room host who you will be meetingIn most cases, you will wait as a group to be seated. The women go first, followed by the men. Women may defer to a senior woman for the first seatCell phones do not belong in a restaurant. Put it on silent or vibrate and if you have to take a call go outside
54 The NapkinThe napkin should go in you lap soon after you have been seatedIn an elegant restaurant, your server may come to the table and place the napkin on your lap for youPlace the napkin on your lap with one fold toward your kneesNever take the napkin out to your side and shake it before placing it on your lapTo NOT tuck it in your neckline to protect your tie or shirtTo use the napkin, pick it up from the folded edge and blot it to your lips and return it neatly to your lapIf you need to leave the table during the meal, place the napkin on your chairWhen the meal is over place it where the meal plate was or leave it to the left of your plate if it is still there
55 Place SettingThe utensils are situated at your place setting for use in order from outside to insideThe salad fork would be on the outside, larger fork used with main courseKnives and spoons are to the right of your dinner plateIf you skip any portions of your meal, skip using those utensils as well
56 Place Setting Cont.You may find more utensils above your dinner plate. A fork or spoon might be placed horizontally here, these are for dessertYou may have a small bread-and-butter knife placed horizontally on your bread-and butter plateIn restaurants, wait for everyone at the table to be served prior to eating. If at someone’s home wait for the host to sit to begin eatingMake a point to eat slower than you normally do, you want to try to finish eating when everyone else does
58 Ordering from the Menu Hold a menu so it does not hide you from view When you have decided what you want place the menu closed to the sideIf you don’t know price range to order, ask an opening question to your host “Have you eaten here before? What would you recommend?Order foods that are not messy to eat
59 Cafeteria DiningWhen you pick up food on tray set it out on your table yourselfPlace the empty tray on an empty table or tilt it up on a wall next to youEating directly off the tray is a no-no
60 Your ServerYou can usually get his or her attention by making eye contact and nodding slightlyA quick wave might be necessary, but don’t raise your arm higher than your shoulderDO NOT hiss or snap your fingersDo not hesitate to get advice from your server, “Do you have any favorites.”Food is generally served from the left, and beverages from the right
61 Your Server Cont.Do not take the plate from the server in mid air unless you are in an awkward locationDo not push your plate away from you when you are finishedDo not stack your plates at the end of a mealA signal that you have finished your meal is to place the knife and fork in a parallel position
62 Paying the TabOnce you get the attention of your server, make a quick signal as if you were writing on your handIf you suspect it might be awkward deciding who will pay for the meal, excuse yourself to find the server and tell themIf you are with a group of people and everyone is sharing the cost, round off the tab and divide it equallyIf you are a man you may feel awkward with women paying their share, but remember it is a business lunch NOT a date
63 Recap of Key Concepts Section 6 Be familiar with the typical place settingsClosing the menu is a sign to alert the waiter you are ready to orderTry to order foods that are easy to eat when you are at a business functionPay your fair share for a restaurant meal
64 Drinking & Dining Etiquette (Section 7) Once you are situated in the restaurant or eating environment, you are still confronted with how to consume the food properly.As your eating your meal, take the corner of your napkin and touch to remove any food residue; then take a drink from your glass.Consider blotting your lipstick before sitting down, it is unappealing to leave lipstick marks all over the glass.
65 Drinking and Eating Etiquette It is unprofessional to drink beverages through a straw. Remove the straw from your glass, and tuck it under the edge of your plate.
66 To Drink or Not to DrinkIn a business situation, be cautious in ordering alcohol beverageOrder an alcoholic beverage only if everyone else is in the group decides to do so and only if you want oneIf you find yourself being pressured, find your waiter tell him or her you want to be alcohol-free
67 Serving Champagne Keep the bottle as still as possible Take a napkin, and loosely cover the top of the bottleHold the bottle over a sink or area that will not be a problem if champagne spews out
68 The ToastThe person hosting the event most likely will be the person offering the toastFor example he or she would say “Here`s to the success of our new product”Holding a Wine GlassHolding a wine glass or champagne glass has a rule tooIt is considered correct to hold a wineglass by the stem or the base when it is served cold, otherwise you can hold the glass if the wine is served warm
69 Eating Food Do not put your elbows on the table while you eat The correct way to eat soup is to dip the spoon away from youNever pick up the bowl and drink from itDo Not talk with your mouth full
70 Breaking BreadDO NOT touch any bread except for the piece you are going to removeNever butter your bread directly from the butter dish going back and forth with your knife to your breadNever butter the entire slice of bread and take bites from a whole slice of bread
71 Disastrous Things That Happen If food is caught in your teeth excuse yourself and go to the restroomIf fingers get dirty from food don’t lick them use a napkinIf you drop a fork, utensil, or napkin ask server for another oneIf someone spills something at your table offer your napkin and get the attention of your server. When the server comes, let them take over
81 Recap of Key Concepts Section 7 Use a napkin before sipping a beverage so you don’t leave lip printsBe cautious about drinking alcoholKnowing how to eat bread, soup, and unusual foods correctly will give you a feeling of confidence at a business dinner
82 International Customs & Table Manners (Section 8) It is important to understand how others view us before we look at how different we are from othersAmericans are thought to be happy, friendly, gregarious, outgoing, and generousThey are also thought to be loud, obnoxious, egocentric, impolite, fast, and richPerceptions are a result of many films that have captured “life in America” and spread throughout the world
83 International Visitors With a little research and preparation, accompanied with some sensitivity skills training, you can make a lasting and favorable impressionWipe out the words ‘foreign’ or ‘foreigner’ and refer others as ‘visitors’ or ‘guests’Be sensitive to how people live their lives, and be considerate and polite to othersDo not call people by their first names until they have given you permission to do so
84 International Visitors Cont. Shaking hands is an American way of meeting people, and visitors expect itWhen meeting Asian people, a handshake might be accompanied by a slight bowSeat your international guests where you would seat special guests. Maybe next to someone of importanceIf they hand you a business card, read it and then place it on the table in front of you before putting it away
85 Research the CountryBefore receiving a visitor from another country or visiting another country research:PopulationEthnic & Religious CompositionOfficial LanguagesGeographyGovernment StructureNational Leaders & Political PartiesCustoms
86 Conversing with International Visitors Avoid any sensitive subjects as topics of conversation, including religion and politicsSports is always a safe topicOur visitors typically are not hard of hearing; you just need to speak more slowly and enunciate each wordAvoid jargon and slangExample: “I’ll give him a piece of my mind later.”
87 Body LanguageTouching others and distance between people are two practices that vary in other culturesAmericans are generally fond of shaking hands, touching, backslapping, holding handsSome cultures would be shocked, so do your homework and find out what customs areExample: Italians greet by kissing on each cheek, even the guys greet in this fashionExample: Asians bow when meeting. The more senior the person, the lower you bow
88 Regional Differences in the U.S. There are regional differences as well as cultural differences among the American peopleMake sure you do your research when visiting different American areas as well
89 Recap of Key Concepts Section 8 When entertaining international visitors, think about what their perceptions are, and adjust your behavior accordinglyResearch your visitors country, the country you are visiting, or the area of the U.S.When talking to an international visitor, speak slowly and enunciate
90 Other Dos and Don’ts (Section 8) This final section will focus on some miscellaneous topics concerning etiquette in the business environment
91 Holidays and Gift Giving Find out as early as possible about office culture so you are not embarrassed or make a social blunder.Example: “What goes on around here at Halloween?”Example: “Do people exchange gifts here during the holidays?”
92 BirthdaysBirthdays can be touchy, but no matter who you are or how old you are, you probably like being remembered for your birthdayGifts are probably not as appropriate as a special lunch and a cardA gift can make others feel uncomfortableIt infers that they need to give a gift back to you at an appropriate time
93 Flag CeremoniesIt is the universal custom to display the flag only from sunrise to sunset on buildings and on stationary flagstaffs in the openWhen displayed either horizontally or vertically against a wall the union should be uppermost and to the flag’s own right, that is, to the observer’s leftThe U.S. flag must be illuminated if kept up 24 hours per day
95 Flag Ceremonies Cont.No person shall display the flag of an nation in a position higher or superior to the flag of the United StatesIf the United States flag is present with other state flags it should be in the center and higher than the other flagsIf the United States flag is present with the flags from other nations, they should all be the same size and same heightThe U.S. flag should be visually on the far left
96 Half StaffThe flag, when flown at half-staff, should be hoisted to the peak for an instant and then lowered to the half-staff positionThe flag should be again raised to the peak before it is lowered for the dayOn Memorial Day the flag should be displayed at half-staff until noon only, then raised to the top of the staff
97 Recap of Key Concepts Section 9 Identify the customs of your work environment regarding holidays and birthdaysKnow the office cultureThe U.S. flag should be displayed only from sunrise to sunset and stars to the left from the observers point of viewIt can be displayed 24 hours a day if properly illuminated during hours of darkness