Business Etiquette 101Politeness is to human nature as what warmth is to wax.

- Arthur Schopenhauer

Authored and presented by:Patty Kirkley & Chuck Reece

September 19, 2012

Why Do Employees Fail?

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Why Employees Fail?

According to a Leadership IQ study, 46% of all newly-hired employees fail within 18 months

Why? ◦ 26% Cannot Accept Feedback◦ 23% Unable to Understand or Manage

Emotions◦ 17% Not Motivated to Excel◦ 15% Wrong Temperament for Job◦ 11% Lack Technical Skills

HR Professionals Say 80% Lose Jobs Because…

Top Roadblocks to Success

Don’t Know What to ExpectDon’t Understand Corporate Culture or

RulesDo Not Have A PlanCannot Accept FeedbackStay with Past Ways of Doing ThingsShare Too Much Personal InformationBehave in Rude, Boorish, or Arrogant

Manner

Know What is Expected & Impress

Ask your New Boss for Help – Clarify Goals (understand how your performance/success will be evaluated)

Develop a Plan of Action and Review with Your Supervisor

Listen to Co-Workers and Get Their Input and Collaborative Ideas

Meet as Many People as You Can (be friendly and build professional relationships but avoid getting overly personal)

Observe the Culture (find a mentor if you can) – Figure Out Culture and Values

More Than I Wanted to Know…

Learn the Rules & Follow Them

Listen and observe carefully

Many new college graduates fail because they were not told or do not know the rules or why they should follow them◦Be Punctual◦Wear the Expected Attire◦Don’t Immediately Ask for Leave Time◦Work Overtime if Needed◦Demonstrate Integrity ◦Learn and Follow Chain of Command

Be A Team Player

Treat Everyone with Respect (Golden Rule 101)

Avoid Negativity (“That Won’t Work…”)

Get Along with Others/Cooperate

Volunteer

Have A Work Ethic

Don’t Ask the Same Questions Over and Over (take notes when you are learning new tasks)

Be Receptive to Learning (constantly learn new things)

Ask for New Assignments

Stay Busy … And Work Hard (find things to do)

Do Your Share

Take Responsibility

Own up to Mistakes

Do Not Worry if Someone Takes Credit for your Idea or Work

Learn to Accept Criticism and Make Changes Accordingly

Never Display Arrogance or Sense of Superiority

Own Up to Mistakes

Mind Your Manners

Greet Everyone and SmileBe Polite – Please, Thank You, Good Job, and

I’m Sorry are Powerful WordsListen - Don’t InterruptWatch Your Language – You Never Know Who

You Will OffendKeep Your Cool – Even Under Stress Resolve Conflicts Professionally (no

vendettas or soap operas and never any backbiting or gossiping)

Appearance and Dress

Err on the conservative side until you understand the dress code; when in doubt, take the conservative route

Don’t insult your co-workers with sloppy, slovenly appearance

Even in a “jeans” environment, take care with your grooming – clean, neat and pressed clothes, hair combed, nails trimmed and clean

Avoid Techno Traps

Social Media, E-mail, Instant Messaging, Web Conferencing, Cell Phones, Texting…

“Nine times out of 10, what these new modes (of communication) have really given us are simply new opportunities to blow it!” – Peggy Klaus

Social Media

On social media sites:

◦Decide whether you are using for personal or business use

◦Don’t use what business contacts post as office gossip fodder

◦Think about what you post on the wall◦Never rant and never vent◦No pokes please ◦Don’t tag without asking◦Understand that you can say “no” to being a friend

Social Media

Who is searching?◦ 44% of adults who are online have searched for information

about someone from whom they are seeking a professional service.

◦ 31% of Internet users have searched for information about co-workers, competitors, and other business contacts.

Who is sharing and what?◦ 65% of adults have changed privacy settings to limit what

they share online.◦ 27% of employees now work for employers who have rules for

how they present themselves online.

Source: Pew Internet and Life Project, A Project of Pew Research Center, Reputation Management and Social Media,” by Mary Madden and Aaron Smith, May 26, 2010

Social Media

Unless your job directly requires providing content, updating, or using social media to promote or advertise, it does not belong at work.

Don’t be caught on your personal Facebook page during work time.

E-mail Etiquette

Make the Subject Specific; Do Not Leave Blank or Generic Fill in “TO” Just Before Sending Be Very Wary of Reply to All Delete Extraneous Information Before Forwarding When Answering a Question, Copy It and Respond Address and Sign your E-mails (you are dealing with

people) Do Not Type in All Caps Check E-mail at Least Once Daily Use Correct Grammar and Punctuation (no abbreviations) Avoid Spam

E-Mail Final Tips

Vast Majority of Employers Monitor So Do Not Misuse

NEVER, NEVER Use E-mail in Confrontational Manner!◦ It Is a Passive-Aggressive Approach to Conflict

Management◦ It Will Backfire and Make You Look Immature and

Petty◦ If Any Emotion in E-Mail, Hold It and Review

Carefully or Discard It Later Do Not Use E-mail to Deliver Bad News.

Tech Etiquette Breaches

Do Tech Etiquette Breaches Impact Your Career?

Extent to Which Technology Etiquette Breaches Affect Careers

Source: Robert Half Survey of 659 Human Resource Managers in the United States and Canada

15% 1%

23%61%

Greatly

Don't Know

Not At All

Somewhat

Phone Etiquette

Always Return Calls (At Least Once Daily)

If Out of Office, Leave Message So Callers Know When to Expect Return Call

Identify Yourself and Your Organization When Making or Answering Calls

Personalize the Conversation; Always Smile

Never Be Rude

Cell Phone Etiquette

Leave Off or Put on Silent or Vibrate (Keep It Out of Sight/Take off Bluetooth)

Do Not Use “Cutesy” or Annoying Ring Tones

Think about your LocationAvoid Talking too Loudly Limit Personal Calls to Emergencies or

Very Important Calls Know What Is 911 & 411

Texting for Business Purposes

No Text Speak (AFC, CYE)If Sending Group Text, Write to Most

Formal Person in Group – Keep Language Appropriate to Audience

Check Spelling/Grammar CarefullyBe Cognizant of TimingDo Not Rely on Texting to Replace Other

Forms of Communication

Meeting Etiquette

Arrive on Time or EarlySit Up Straight and Maintain Eye Contact with

SpeakerTreat Everyone EquallyPay Attention and Take NotesDo Not Engage in Side ConversationsDo Not Text, E-Mail or Surf the NetHave Your CalendarParticipate, but Do Not Monopolize MeetingIf You are Leading Meeting, Have an Agenda and

Thank People for Their Time and Participation

Why Business Etiquette?

In these times, it is important toprepare for a variety of business and socialsituations.

Your success depends on you…◦Your attitude◦Your composure and confidence◦Your etiquette skills

How Do Your Etiquette Skills Measure Up?

Business-Workplace Etiquette

http://sbinfocanada.about.com/library/bizetiquettequiz/bletiquettequiz1.htm

http://www.gradview.com/articles/careers/etiquette.html

References

“Business Etiquette for Networking Events.” RavenwerksGlobal Ethics, Etiquette, and Effectiveness. 30 Sept 09<http://www.ravenwerks.com/?page_id=19>.

Post, Emily. The Emily Post Institute; Etiquette’s Home on theWeb. <http://www.emilypost.com/business/index.

Klaus, Peggy. The Hard Truth About Soft Skills; Workplace Lessons Smart People Wish They Had Learned Sooner. New York: Harper Collins Publishers, 2007

Half, Robert. Business Etiquette: The New Rules in the Digital Age,

Thank You for Coming!

If you would like a copy of the presentation, please e-mail me: p_kirkley@southwesterncc.edu.

Career Success (by TIM DRAKE, CEO, DRAKE)

Test Your Office Savvy