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Mrs. Flowers Finance & Business Technology

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1 Mrs. Flowers Finance & Business Technology
Business Etiquette Mrs. Flowers Finance & 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 condescending If 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 Basics Traditionally 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 Doors The 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 Doors A 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 Sidewalks Traditional etiquette rules state that when walking on a sidewalk, the man always walks on the outside, or curbside, of a woman.

7 Giving Up Seats If someone is less fit than you, elderly, etc. you should give up your seat.

8 Manners are Cost Effective
Manners contribute to: Optimum employee morale Embellish company image Major 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 world Traditionally 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 styles 2) If you are color blind, get help 3) Avoid clothing that is too tight 4) Keep your shoes in good condition 5) Keep jewelry simple 6) Avoid risque clothing

12 Casual Days If your job requires you to dress casually on designated days, then do so Your professionalism has to transcend your casual attire

13 For Interviews: Dress for Success

14 For Interviews: Dress for Success

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 wearing What’s the appropriate dress code for an interview? You’ll want that first impression to be not just a good one, but, a great one Remember, 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) Belt Tie Dark socks, conservative leather shoes Little or no jewelry Neat, professional hairstyle Limit the aftershave Neatly trimmed nails Portfolio 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 comfortably Coordinated blouse Conservative shoes Limited jewelry (no dangling earrings or arms full of bracelets) No jewelry is better than cheap jewelry Professional hairstyle Neutral pantyhose Light make-up and perfume Neatly manicured clean nails Portfolio or briefcase

18 What Not to Bring to an Interview
Gum Cell phone I-pod Coffee or soda If you have lots of piercings, leave some of your rings at home (earrings only, is a good rule) Cover tattoos

19 Interview Attire Tips Before 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.

20 4 Types of Tie Knots

21 Corporate Dress & Presentation (Section 2 – Part 2)
Office Visitors There 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 & Smile Lack 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 Job When 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 climate For 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 key If you plan to leave employment, do not talk negatively about your employer/company

25 Interacting with People (Section 3)
Making Introductions When 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 Names As 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 Names It 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 handshake Don’t turn your hand, forcing a “curtsy” handshake Shake a woman’s hand the same as a man’s Should be firm, but not overpowering Should not be weak

29 Making Small Talk One 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 response Open-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 person When introduced to someone repeat their name or come up with ‘association’ for them American handshake is firm, not crushing and used by both men and women in business Small talk use open-ended questions Carry pen, paper, planner, and business card (write down notes on what was discussed)

33 Office Etiquette (Section 4)
The Work Day Managers especially resent those who spend minutes preparing to leave for the day If your day ends at 5pm that is when you should begin packing up for your departure If 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 Others You often spend more hours of your “awake life” with those at work than you do with members of your family Try to avoid the habit of using possessive pronouns when describing coworkers For 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 demeaning The 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 solution Say “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 problems DO NOT just register a complaint DO NOT bother to register a complaint accompanied by a solution over which you have no control DO 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 others If a team works together to make a decision that isn’t exactly in line with your thinking support the decision anyway

39 Telephone If you are in a position to answer telephones for your organization, consider how important it is to make a good impression When you answer the telephone, identify yourself using your first name and last name Professional 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 possible Give some idea of why you are calling, and leave any pertinent information Slow down when leaving your telephone number End 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 paid Treat everyone with dignity and respect Provide 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 solution Give others more credit than you think they deserve Leave 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 environment Approximately 25%-35% of a lower-level managers’ time is spent in meetings As much as 50% of upper-level executives’ time is spent in meetings

43 Meetings Knowing how to organize a meeting will enable you to do so with ease and style When 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/RSVP If 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 end The letters RSVP do not create a verb

45 Facilitating a Meeting
No matter how simple a meeting, an agenda is imperative In a more formal meeting, an agenda should identify four items for each topic: The subject The person expected to speak on the issue The expected outcome The 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 arrive When people realize that you start your meetings on time, they will make the extra effort to arrive promptly

48 Running a Meeting Agree on the Agenda – get all participants to agree on the topics and anything that should be added/deleted Stay on the Topic – clear agenda *a sidebar is a list of topics that become important but are not on the current agenda Seating Arrangement – do not sit directly across from someone you see as opponent Consider the Cost – count the number of people in attendance, estimate hourly wage

49 Sending a Thank-You Thank-You Notes – if appropriate to the occasion, send a thank-you note A regular business meeting would not require that you send a note, unless you were a special guest Having been invited to a special event that requires a response (RSVP) is a clue that the event involves a good deal of work by someone While at the event, ask for a business card which provides necessary information

50 Thank-You Letters To 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 stationery This 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, when Use an agenda for all meetings Reward punctuality and start/end meetings when stated Extend your appreciation when needed

52 Dining Etiquette (Section 6)
A lot of important business is conducted in a food-related environment Some 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 meal Tell the dining room host who you will be meeting In 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 seat Cell 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 Napkin The napkin should go in you lap soon after you have been seated In an elegant restaurant, your server may come to the table and place the napkin on your lap for you Place the napkin on your lap with one fold toward your knees Never take the napkin out to your side and shake it before placing it on your lap To NOT tuck it in your neckline to protect your tie or shirt To use the napkin, pick it up from the folded edge and blot it to your lips and return it neatly to your lap If you need to leave the table during the meal, place the napkin on your chair When 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 Setting The utensils are situated at your place setting for use in order from outside to inside The salad fork would be on the outside, larger fork used with main course Knives and spoons are to the right of your dinner plate If 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 dessert You may have a small bread-and-butter knife placed horizontally on your bread-and butter plate In 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 eating Make a point to eat slower than you normally do, you want to try to finish eating when everyone else does

57

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 side If 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 Dining When you pick up food on tray set it out on your table yourself Place the empty tray on an empty table or tilt it up on a wall next to you Eating directly off the tray is a no-no

60 Your Server You can usually get his or her attention by making eye contact and nodding slightly A quick wave might be necessary, but don’t raise your arm higher than your shoulder DO NOT hiss or snap your fingers Do 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 location Do not push your plate away from you when you are finished Do not stack your plates at the end of a meal A signal that you have finished your meal is to place the knife and fork in a parallel position

62 Paying the Tab Once you get the attention of your server, make a quick signal as if you were writing on your hand If you suspect it might be awkward deciding who will pay for the meal, excuse yourself to find the server and tell them If you are with a group of people and everyone is sharing the cost, round off the tab and divide it equally If 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 settings Closing the menu is a sign to alert the waiter you are ready to order Try to order foods that are easy to eat when you are at a business function Pay 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 Drink In a business situation, be cautious in ordering alcohol beverage Order an alcoholic beverage only if everyone else is in the group decides to do so and only if you want one If 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 bottle Hold the bottle over a sink or area that will not be a problem if champagne spews out

68 The Toast The person hosting the event most likely will be the person offering the toast For example he or she would say “Here`s to the success of our new product” Holding a Wine Glass Holding a wine glass or champagne glass has a rule too It 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 you Never pick up the bowl and drink from it Do Not talk with your mouth full

70 Breaking Bread DO NOT touch any bread except for the piece you are going to remove Never butter your bread directly from the butter dish going back and forth with your knife to your bread Never 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 restroom If fingers get dirty from food don’t lick them use a napkin If you drop a fork, utensil, or napkin ask server for another one If someone spills something at your table offer your napkin and get the attention of your server. When the server comes, let them take over

72 Bread Plate Etiquette

73 Picking Up Silverware

74 Eating American Style

75 Eating Continental Style

76 Placing Silverware in V-Position

77 Table Manners Business Etiquette

78 Seasoning Food

79 Holding a Glass

80 Silverware Etiquette

81 Recap of Key Concepts Section 7
Use a napkin before sipping a beverage so you don’t leave lip prints Be cautious about drinking alcohol Knowing 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 others Americans are thought to be happy, friendly, gregarious, outgoing, and generous They are also thought to be loud, obnoxious, egocentric, impolite, fast, and rich Perceptions 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 impression Wipe 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 others Do 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 it When meeting Asian people, a handshake might be accompanied by a slight bow Seat your international guests where you would seat special guests. Maybe next to someone of importance If 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 Country Before receiving a visitor from another country or visiting another country research: Population Ethnic & Religious Composition Official Languages Geography Government Structure National Leaders & Political Parties Customs

86 Conversing with International Visitors
Avoid any sensitive subjects as topics of conversation, including religion and politics Sports is always a safe topic Our visitors typically are not hard of hearing; you just need to speak more slowly and enunciate each word Avoid jargon and slang Example: “I’ll give him a piece of my mind later.”

87 Body Language Touching others and distance between people are two practices that vary in other cultures Americans are generally fond of shaking hands, touching, backslapping, holding hands Some cultures would be shocked, so do your homework and find out what customs are Example: Italians greet by kissing on each cheek, even the guys greet in this fashion Example: 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 people Make 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 accordingly Research 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 Birthdays Birthdays can be touchy, but no matter who you are or how old you are, you probably like being remembered for your birthday Gifts are probably not as appropriate as a special lunch and a card A gift can make others feel uncomfortable It infers that they need to give a gift back to you at an appropriate time

93 Flag Ceremonies It is the universal custom to display the flag only from sunrise to sunset on buildings and on stationary flagstaffs in the open When 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 left The U.S. flag must be illuminated if kept up 24 hours per day

94 Flag Ceremonies Cont.

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 States If the United States flag is present with other state flags it should be in the center and higher than the other flags If the United States flag is present with the flags from other nations, they should all be the same size and same height The U.S. flag should be visually on the far left

96 Half Staff The flag, when flown at half-staff, should be hoisted to the peak for an instant and then lowered to the half-staff position The flag should be again raised to the peak before it is lowered for the day On 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 birthdays Know the office culture The U.S. flag should be displayed only from sunrise to sunset and stars to the left from the observers point of view It can be displayed 24 hours a day if properly illuminated during hours of darkness


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