CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Office Administration Chapter 12: Business Etiquette

2 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Business Attire Personal appearance should be neat, clean and professional Conservative business attire with men wearing suits and ties and women wearing suits or dresses Casual business attire does not mean jeans and sneakers Use of some types of jewelry may interfere with your appearance on the job

3 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introductions, Greetings, and Language Introduce yourself by standing up, smiling, moving toward the person, and extending your right hand A handshake is an acceptable physical greeting, should be firm and not overpowering The language of business is often English, be patient when it is not a persons everyday language

4 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Networking and Business Cards To network, circulate among people and introduce yourself, learn about each person you meet Present business cards at the end of a conversation or introduction, be courteous and tactful When receiving a business card, look at it and then the person to make a connection later

5 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Workplace Etiquette Greet coworkers in passing, use acceptable terms It is rude not to greet others when you enter an office Be aware of the company culture Share recognition with others on a team project Never take credit for work done by others

6 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Respecting Personal Space As a guest, respect the other persons privacy Dont take over their desk Make an appointment and be punctual As a host, greet the visitor and make him or her feel welcome As a co-worker, show respect and courtesy, use please and thank you

7 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Communication Etiquette Telephone etiquette should demonstrate courtesy, it is obvious to the person on the other end of the phone Electronic communication should be used effectively Cellular phones, , fax, and others Business meetings allow you to make a positive impression, watch what is said and nonverbals

8 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Meal Functions Breakfast is for urgent meetings, reviewing an event, or convenience, last 45 minutes–1 hour Lunch meetings can last up to two hours, entertain clients or establish contacts, meeting begins once appetizer is served Afternoon tea to get better acquainted with someone, healthy alternative to cocktails Business dinners develop and solidify existing relationships, two hours, meeting before second drink arrives Business brunch might be for out-of-town contacts

9 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Paying the Bill and Tipping If you invite the client, you pay Make arrangements with the manager ahead of time regarding payment Emphasize the company is paying Tipping is earned for good service, usually 15% Additional service charge may be added for larger groups

10 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Dining Etiquette Arrive promptly at invited time, a few minutes late is acceptable if there is a cocktail period Place settings are complete, work toward the plate with the silverware Begin eating when two people to your left and right have been served Pass to the right, offer items to your immediate left Some foods are finger foods Follow the example set by the host

11 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Giving and Receiving Gifts Appropriate gifts include holidays, after a transaction has taken place, visiting an associates home, lunch or dinner out Present them at appropriate times Inappropriate gifts include questionable items for children, personal items (cologne, perfume, lingerie) Acknowledge gifts you receive with a thank-you note

12 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Tips for Working with Disabled Use common sense and show security Some tips include Wait for an acceptance when offering assistance Speak directly to the person Offer to shake hands, identify yourself Treat adults as adults Dont interfere with a wheel chair or guide dog Speak and listen carefully

13 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Etiquette for the Disabled Wheelchair is considered an extension of the person using it, respect personal space Visual impairment ranges from partial sight to complete blindness, offer assistance if you think it might be helpful Hearing loss is very common, be observant and accommodate as necessary Developmental disabilities may need your patience and understanding in the work place

14 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ International Etiquette Eliminate stereotypes, they are generalizations that may not be true Be aware of acceptable greetings for business associates (handshake, bow, eye contact) Build relationships before conducting business Language may be a barrier, be careful not to create confusion, watch use of nonverbal cues and gestures

15 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Paying Attention Time takes on new meanings in different cultures, be understanding of culture Comfort zones or personal space varies from culture to culture, touch is also viewed differently Working schedules and break times will vary Holidays will vary from country to country, some places close for vacation times

16 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Food Customs Main meal time varies Foods of choice will vary, choose things everyone will enjoy Dont ask about a food, taste it... politely refuse what you dont want Dont offend the host Religious beliefs may impact foods that are acceptable, be aware and avoid food that would offend them