1. Professional Etiquette
Hope Kahan
June 30, 2009

2. Introductions… Telephone calls…
What is Etiquette?
Professional etiquette covers the rules of conducting yourself in a professional setting, including how to handle:
Introductions… Telephone calls…
Professional Communication… s
The guidelines are designed to put you and others at ease.
Etiquette provides a competitive advantage through
Professionalism & Grace

3. Where should professional etiquette be used?
ALL communications:
In person
Telephone
In writing
Letters & Notecards s

4. In Person - Appearance Your appearance makes a statement!
Face, feet, hands…in that order
Expressing yourself
“Your appearance should inspire confidence”
- Sharon Campbell

5. In Person - Introductions
Smile
Eye contact
Shake hands…or not?
Warm greeting
…when is it ok to hug?

6. In Person - Introductions
How do you introduce two people to one another?
Use precedence: Senior over Junior
Client over Co-worker
Ladies over Men
“Mr. Very Important,
I would like to introduce
So-and-So.”

7. In Person - General Maintain “professional” demeanor
Gracious and appreciative
Not too personal
Avoid elevated emotions
Remember non-verbal communications
You are always on stage
Use the person’s name

8. In Person - Conversation
Put others at ease
Avoid controversial topic such as politics and religion
Avoid gossip!
Include others around you so no one feels left out
Ask questions:
Family, Work, Travel

9. In Person – Meetings Don’t be late!
Be considerate of the other person’s time, especially if you are a guest or you initiated the meeting
Take notes…always!
Take responsibility for following up

10. Telephone Answering the phone… “Thank you for calling
The ___________ Club.
This is ___________.”
And leaving a message…

11. Telephone Smile! Anticipate needs Repeat request
Avoid placing on hold…or ask for permission
Return calls promptly
Focus…give your FULL
attention to the person on the phone

12. Handling difficult calls
Telephone
Handling difficult calls

13. In Writing – Letters When do you use a letter vs. an email?
Use appropriate format for letters:
Business – formal
Business - informal

14. Letters – Business Formal
[Letterhead]
Date
> 1
> 2
> 3
Mr. John Smith
Address
City, State
Dear Mr. Smith:
This first sentence will graciously get to the point with the purpose of the letter.
A written letter should be concise. Grammar and spelling are absolutely essential.
The letter should include some type of summary or directive for follow up.
Sincerely,
> 2 Hope Kahan
Your Name

15. Letters – Business Informal
[Letterhead]
Date
> 1
Mr. John Smith
Address
City, State
Dear John,
This first sentence will graciously get to the point with the purpose of the letter.
The informal version of a business letter may be a bit more casual. Nonetheless,
grammar and spelling are still absolutely essential.
The closure may be more personal on the informal letter.
Sincerely,
> Hope
> 3
Your Name

16. Notecards When is it a good idea to send a handwritten note?
Dear Mrs. Smith,

17. Notecards Dear Mrs. Smith,
Thank you so much for choosing the Club for your
daughter’s birthday party! I enjoyed working with you. I will look forward to seeing you at the Club again soon.
Sincerely,
Hope Kahan
June 30, ‘09

18. Email When is email ok? …when is it not ok?
How do I handle difficult topics?

19. Use a meaningful subject line.
– Top 10 Rules
Use a meaningful subject line.
Examples:
Subject: Smith Birthday Party ~ July 18 ~ The Texas Club
Subject: Membership Referral from Kermit the Frog
Subject: Lunch Reservation for 7/9/09

20. Email – Top 10 Rules Keep it short!
Hi Hope, Thanks so much for meeting with Andrea and I yesterday.  It was helpful to see the reception area again and begin planning for the big day! We are now trying to formulate in our minds what we want/need that won't take away from the beauty of the rooms, but rather add some finishing touches to make it “Rachel's room" for the night. I'm wanting your input to help us decide what will truly be a noticeable addition vs too much or just not necessary. Keep in mind that you see the room every day, thus it is fun changing the overall look--kind of like redecorating/updating your house when you get bored with it. I am looking at the room from the standpoint of it being our first time spending an evening in it. I feel the room is beautiful, love the antiques and overall character of the club.   1)Pillar candles on floor/windows---noticeable accent???? Do I supply them? How many are needed? Do you like the look of the ones on the floor by the mirror with the petals? 2)Votives--how many extra do we need and petals for tables, floor, toss--price??  If I were to find some votives, what is your cost for petals(yellow and white mixed)? Do you provide the basket for the toss petals?  Do I need to package and remove all of the votives after the reception? 3)If the bar and coffee/soda tables are in front of the pillars, do you really see the ferns/column pots? Is the fountain running? 4)Will the brocade linens for the candy/cake tables be noticeable since the other linens in the area are plain?  The cake plateau is $35, what would the other charges be for those tables? Do I package up our candy/cake after the reception to take home?  5)What about tying the cocktail linens with the brown sashes--do you like that idea in that area too along with brocade linens on the candy/cake table and plain linens on the other tables?? Alot of different looks okay?? Do I provide the sashes? 6)Is there a charge to use your TV for viewing the couple's DVD? 7)I'm not sure about the large hanging pic on the mirror behind the band--I haven't seen what she saw in a bridal magazine yet. Thoughts? 8)What do I do with the flowers after the reception? For example,  does the florist take all of the containers? I guess I have asked enough questions for now...!  I'm trying to determine what we need to get through you, what the florist provides, and what I am expected to provide/remove.  Thanks again, Hope!

21. 3. Don’t overuse “Cc” and “Reply All”
– Top 10 Rules
3. Don’t overuse “Cc” and “Reply All”

22. 4. Don’t mark your messages urgent.
– Top 10 Rules
4. Don’t mark your messages urgent.

23. Company email is not private.
– Top 10 Rules
Don’t write anything you wouldn’t say in public, or that you wouldn’t want anyone else to see.
Company is not private.

24. Email – Top 10 Rules Be mindful of your tone. Don’t be rude…
NO: Send back the forms asap.
YES: Please return the forms at your
earliest convenience. Thank you!
…and don’t be too casual.
NO: Hey girl, what’s up? LOL! 
YES: Hello Kimberly,
I look forward to seeing you tomorrow!
Kindly,
Hope

25. – Top 10 Rules
7. Make it easy to respond.
Tip: Use “if-then” options to avoid multiple s on the same topic.
“If you have completed the assignment, then please confirm that via . If not, then please estimate when you expect to finish.”
“I can meet at 10:00 a.m., 11:00 a.m. or 2:00 p.m. Will one of those times work? If not, would you please reply with three times that would work for you?”

26. Email – Top 10 Rules Don’t forward chain emails.
Please forward this to 10 of your friends within the next 5 minutes and you will receive $1,000,000!
Spam!
Viruses!
Urban Legends –

27. Email – Top 10 Rules 9. Re-read your message before hitting “Send”
Check for spelling and accuracy
Is the message friendly and warm?
Is the information clear and easy to follow?

28. – Top 10 Rules
10. Use a polite closing and include a signature line with your contact information.
Kindly,
Hope
Hope Kahan
Director of Catering
The Texas Club
555 North Street
Austin, TX
Tel: (817)