Agenda: Business Etiquette

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2 Agenda: Business Etiquette Setting the Stage Communication Verbal and Non-Verbal Verbal What and How are you Saying Non-Verbal Attire Body Language Introductions E-Business Networking Dining Career Building

3 The Road to Success Business Etiquette How do I share and grow my skills & knowledge? What messages am I sending? Do I handle myself well? The expected way to handle yourself in business situations

4 Etiquette Simply Defined 20% Kindness 80% Common Sense

5 For Professional Success 15% Technical Training, Intellect, Job Skills 85% Ability to Deal Successfully with Others Source: Carnegie Institute Study

6 Most Etiquette Breaches are Unintentional We didn t know what was expected Nobody told us it is different in a business setting We just weren t thinking We re stressed It was no big deal to us so we didn t realize it would matter to others

7 Know your Message 10% 55% 55% Conveyed through Appearance 35% 35% Conveyed through Words 10% Conveyed through Space

8 Look like you mean Business Dress for the role you want not the position you have Think Simple & Sophisticated In Living Color Pick a Reference Tool Box Casual Days

9 Body Language Nodding your Head Folding your hands/or hands under the table Folding your arms in front of you Fidgeting Looking away Retreating back in chair Pointing Fingers Mirroring Are there differences in Men and Women?

10 Body Language Nodding your Head Avoiding Eye Contact Staring Folding your hands/or hands under the table Crossing your Arms Fidgeting Looking away Retreating back in chair Slouching Pointing Fingers Mirroring Crossing your legs 38% 7% Body Movements Voice Words 55% Are there differences between Men and Women?

11 The Business Handshake Extend your arm with your hand outstretched with thumb straight up Make sure hands are web to web slide your hand into the other person s until your webs touch Give it just two pumps Get a Grip Lifeless and Limp handshakes project insincerity Don t Squeeze especially with mature people Women and Men treated the same Never refuse to shake hands If you must refuse because of your illness, state I am really glad to meet/see and would love to shake your hands but I am getting over a cold

12 Introductions The first person s name you say is always the most important person/has greatest authority Use this is vs. meet Include first and last names Practice Jim May, this is Michele Napier, our new staff member. Jim May is our CEO. In an Oh No moment of forgetfulness you can cover by introducing the person you do know first which may prompt them to introduce themselves or you may have to admit you can t remember My mind went blank Please help me with your name

13 Office Etiquette - Cubicles Never enter someone s cubicle without permission Announce yourself at the doorway/knock lightly Post a sign at your cubicle to signal when you can be interrupted Don t peek in as you walk past each one Don t wait outside one s cubicle for them to finish a telephone call Never read someone s computer screen or comment on conversations you overheard Keep your hands off others desks. This is their office.

14 E-Business Etiquette Let it Go Double Check s Keep it Professional Go Old School Grammar Multi-Tasking Face the Facts Text on your own time

15 Telephone Etiquette When you initiate a call, identify yourself Tell the basic nature of your call Always return the calls Make sure your Voic is updated Do not take phone calls during meetings

16 Cell Phone Etiquette Turn your cell phone ringer off Use your cell phone for only important calls Let your cell phone calls go to voic if you are in doubt of its importance Find a private place to make cell phone calls Don t bring the cell phone into the restroom Don t bring the cell phone into meetings

17 Etiquette 1. Use proper introduction (either the name of the addressee or a salutation like Good Morning..." 2. Be brief but use a descriptive subject 3. Make sure your addressees know what you want. For example, sending a question to three people may cause confusion. Do they all respond or are they waiting for 1 to respond? 4. Do not reply to all unless necessary 5. Remember that is not a dialogue which means they cannot read your intention, facial expression or body language. So, if it is a tough conversation, it may be better to do it in person or by phone. 6. No excessive exclamation points, bold print, capital letters, smiley faces, or extra info. These have other meanings for readers. 7. Spelling and Grammar are important 8. Proper Close is required including a Thank you and your name. 9. Add contact information to your s so that someone could call you if they needed to. 10. Remember that s have "legs" and are discoverable. Thus, if it is of a private/confidential nature and you don't want it forwarded, you should think about it before sending.

18 Networking Etiquette Relationships -Build relationships prior to the ask Interest Be interested in getting to know others Genuine - Be genuine Helpful Timing is everything

19 Business Etiquette and Dining Doors OK but Chairs are a No Always break bread with your hands Don t push away or stack dishes Never ask for a to-go box Keep food options balanced Remember the proper table placement b-d BMW Four to Five The Host always pays Gracious but polite exit

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21 Reactions to Stressful Moments Mr. Spock or Homer Simpson Logical Rational Deliberate Impulsive Emotional Immediate Gratification

22 How to Disagree without losing your head or your job Get your Motives Right Speak Up Your Opinions Count Make Sure the Issue is Worthy Start with the Facts Pick the right moment Start on a Positive Note Stay Company-Focused

23 How to Deal with Difficulties Stop & Think Always be Calm Consider & Understand Intentions Theirs and Yours Give the Benefit of the Doubt Build Rapport with Team Members Focus on what can be Changed Treat Others with Respect Escalate to Higher Authority for Resolution

24 What Happens When

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26 Career Tips 1. Understand the Expectations 2. Mind your Manners 3. Dress the part 4. Know your Message 5. Let people know you appreciate them 6. Be responsive 7. Be In the Moment 8. Practice your Handshake 9. Work on the 10-Second Commercial 10.Network

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