1. Business Etiquette How Savvy Are You? Beth Reutter Corporate Etiquette Consultant University of Illinois at Urbana-Champaign Dept. of Food Science & Human Nutrition Hospitality Management Program

2. Objectives Define Business Etiquette Identify Benefits of Practicing Business Etiquette Test/Expand Your Etiquette Awareness

3. Business Etiquette... Putting to work in business those social skills which provide us with the confidence to handle people and situations with tact, diplomacy and respect

4. Why Be Etiquette Savvy? Good manners will open doors that the best education cannot.

5. Benefits of Etiquette Good manners make a positive impression A positive perception enhances credibility Knowing you are behaving appropriately helps you feel relaxed and confident so you can focus on business Being polite shows you are a team player People do business with you when you make them feel comfortable

6. Test Your Etiquette Awareness Work as 2 Person Teams 20 Seconds to Agree on Answer Will Answer by Show of Hands

7. POWERFUL FIRST IMPRESSIONS: How to Meet and Greet A good beginning makes a good ending. --English Proverb

8. When it comes to handshaking and introductions: A. Only men should stand B. Only women should stand C. Neither men or women should stand D. Both men and women should stand

9. When it comes to handshaking and introductions: D Both men and women should stand

10. Handshake Moments When introduced/say good-bye When have visitor from outside company Someone haven’t seen in long time Enter meeting/leave meeting Whenever feel appropriate

11. To show confidence and authority during a handshake, use… A. The Knuckle Cruncher B. The Glove C. The Fingertip D. The Web-to-Web

12. To show confidence and authority during a handshake, use… D The Web-to-Web

13. Effective Handshake Extend hand – slight angle – thumb up – thumb joint to thumb joint Firm handshake – 2 to 3 pumps Provide name/greeting

14. INTRODUCTIONS THAT NEVER FAIL The main thing to remember about introductions is to make them!

15. True or False The president of your company, Mr. A, enters the room in which you are meeting with an important client, Ms. B. You would be correct to rise and say, “Mr. A, I want to introduce Ms. B, our client from New York.”

16. False The president of your company, Mr. A, enters the room in which you are meeting with an important client, Ms. B. You would be correct to rise and say, “Ms. B, I want to introduce Mr. A, our president. [Mr. A,] Ms. B is our client from New York.”

17. A BC of Introductions A = Authority First say name of person who holds position of most authority or importance – who want to flatter most “Ms. Manager, I’d like to introduce to you Mr. New Employee.”

18. A B C of Introductions B = Basic Keep it simple Aim to say each person’s name only once

19. AB C of Introductions C = Clarify Provide just enough information to get conversation started. Information should be neutral or positive. – “Mr. Nesmith is the one to see when your computer won’t cooperate - he can find files no matter where they hide.”

20. True or False When you attend a meeting, introduce yourself to those present, and if you are from outside the company, give that information as well.

21. True When you attend a meeting, introduce yourself to those present, and if you are from outside the company, give that information as well.

22. Introduce…..Yourself! Need a self-introduction Clear, interesting, positive, well-delivered 7-10 second “commercial” tailored to event

23. Working a Room The ability to circulate comfortably and graciously through a gathering of people; meeting, greeting and talking with as many of them as you wish; creating communication that is warm and sincere; establishing an honest rapport on which you can build a professional or personal relationship; and knowing how to start, how to continue and how to end lively and interesting conversations. -Susan RoAne

24. For easy reading, one’s name badge should be worn… A. On the left shoulder B. On the right shoulder

25. For easy reading, one’s name badge should be worn… B On the right shoulder

26. The best way to meet people and “work a room” is to… A. Introduce yourself to two people deep in conversation B. Look confident and wait for someone to approach you C. Introduce yourself to groups of three or more D. Head straight to the bar/buffet upon arrival

27. The best way to meet people and “work a room” is to… C Introduce yourself to groups of three or more

28. True or False It’s good visibility to give out your business card to senior executives at a business/social function.

29. False Give business cards to senior executives only if *they* ask for it.

30. Business Card Etiquette Do you have??? Is your card in good shape? Is your card readily available? Are you selective about distributing? Are you presenting at appropriate time? Are you presenting in the appropriate way?

31. High-Tech Etiquette Perfecting the Art of Plugged-In Politeness Being plugged-in or wireless is no excuse for being rude or inconsiderate. -Jana High

32. E-Mail Etiquette Watch your words! Don’t “flame” people. Remember, few people like “spam”. Nothing is private. Keep attachments to a minimum. CC or not to CC? BCC??? Never assume anything. 30 Most Important Email Etiquette Tips – http://www.emailreplies.com

33. Have you answered your cell phone: In a movie or play? In a meeting? During a business lunch with a client? On a social occasion/date? During a funeral service? During a religious service? At a wedding? In a lecture hall? In a restaurant? At a party?

34. Score Yourself…Total # of Yes’s 0…SAVVY cell phone user (A+) 1-3…There is hope for you (B ) 4-6…You are skating on thin ice (C) 7-9…You have offended many (D) 10…Time for a reality check (F)

35. Cell Phones Use in public only when necessary Turn off unless expecting urgent call Explain if have to keep on during meeting If must take/make call - excuse self Don’t force others to listen Don’t ask to borrow

36. Voice Mail Outgoing message should be professional When leaving message: – Speak slowly – Say name/number at beginning and end – Be specific and concise Don’t use to avoid difficult conversation Check your voice mail regularly

37. Return e-mail (& voice mail) within: A. 12 hours B. 24 hours C. 36 hours D. 48 hours

38. Return e-mail (& voice mail) within: B 24 hours

39. The Business Meal The world was my oyster, but I used the wrong fork. -Oscar Wilde

40. When it comes to knives, forks, and spoons do you generally work: A. Outside-In B. Left -To-Right C. User’s Choice D. It Depends

41. When it comes to knives, forks, and spoons do you generally work: A. Outside-In B. Left -To-Right C. User’s Choice D. It Depends

42. Bottomline…. People, like diamonds, have a basic market value, but it is only after they have been polished that the world will pay their real value. -William Thourlby