Business Etiquette

How Savvy Are You?

Beth ReutterCorporate Etiquette ConsultantUniversity of Illinois at Urbana-ChampaignDept. of Food Science & Human NutritionHospitality Management Program

Objectives

Define Business Etiquette

Identify Benefits of Practicing Business Etiquette

Test/Expand Your Etiquette Awareness

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

Why Be Etiquette Savvy?

Good manners will open doors that the best education cannot.

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

Test Your Etiquette Awareness

Work as 2 Person Teams

20 Seconds to Agree on Answer

Will Answer by Show of Hands

POWERFUL FIRST IMPRESSIONS: How to Meet and Greet

A good beginning makes a good ending.

--English Proverb

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

When it comes to handshaking and introductions:

D

Both men and women should stand

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

To show confidence and authority during a handshake, use…

A. The Knuckle Cruncher

B. The Glove

C. The Fingertip

D. The Web-to-Web

To show confidence and authority during a handshake, use…

D

The Web-to-Web

Effective Handshake

Extend hand– slight angle– thumb up– thumb joint to thumb joint

Firm handshake– 2 to 3 pumps

Provide name/greeting

INTRODUCTIONS THAT NEVER FAIL

The main thing to remember about introductions

is to make them!

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.”

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.”

ABC 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.”

ABC of Introductions

B = Basic

Keep it simple

Aim to say each person’s name only once

ABC 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.”

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.

True

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

Introduce…..Yourself!

Need a self-introduction

Clear, interesting, positive, well-delivered

7-10 second “commercial” tailored to event

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

For easy reading, one’s name badge should be worn…

A. On the left shoulder

B. On the right shoulder

For easy reading, one’s name badge should be worn…

B

On the right shoulder

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

The best way to meet people and “work a room” is to…

CIntroduce yourself to

groups of three or more

True or False

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

False

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

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?

High-Tech EtiquettePerfecting the Art of Plugged-In Politeness

Being plugged-in or wireless is no excuse for being rude

or inconsiderate.

-Jana High

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

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?

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)

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

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

Return e-mail (& voice mail) within:

A. 12 hours

B. 24 hours

C. 36 hours

D. 48 hours

Return e-mail (& voice mail) within:

B

24 hours

The Business Meal

The world was my oyster, but I used the

wrong fork.

-Oscar Wilde

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

When it comes to knives, forks, and spoons do you generally work:

A. Outside-InB. Left -To-RightC. User’s ChoiceD. It Depends

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