The Business of Business Etiquette

2 Goals Ultimate goal Enhance your personal and professional growth Workplace Etiquette Enhance productivity, profitability and retention Business Social Etiquette Positive first impressions build lifelong relationships

3 Appropriate vs. Inappropriate

4

5

First Impressions Research indicates that first impressions stick. Untrained subjects were shown 20 second video segments of applicants greeting their interviewers. What was their impression

First Things First Introducing Yourself – Rise to the occasion – Make eye contact – Extend a handshake

First Things First Introducing Others – Highest ranking first – Customer, client, or guest outranks all others

Meeting “Meeting” Expectations Meeting Basics: – Acknowledge everyone in the room – Meeting manners are important – Take your cue, take the lead from the leader – Be ready, be careful and fully participate

“Suitable” Work Some truths: – People react instantly to how you look – Some people assume that the quality of your work matches the quality of your appearance – Everything you put on represents a decision that you have made

The Dress “Code” at Work Review the WL “Grooming” Guidelines Follow the spirit as well as the “letter” of the code Ask yourself: Who am I and how do I want to be perceived

Accessories Make a Statement The right accessories can enhance your image Men – Do ensure that your shirt is pressed and crisp, ties clean and appropriate – Don’t wear earrings, pinky rings, bracelets or necklaces Women – Do wear conservative makeup, simple gold or pearl earrings the size of a quarter or smaller – Don’t wear dangling earrings, multiple earrings in each ear, or too much jewelry

“Suitable” WLS Meetings Business casual does not mean: – Careless – Exotic or provocative Jeans, shorts, and sneakers are not acceptable unless otherwise stated

What People Notice Most Hair: – Well groomed, conservative (follow WLS grooming standards) Nails: – Short, clean, well manicured – Women neutral color polish Shoes: – Always polished and appropriate

Dress impeccably, people notice the person…Dress shabbily, people notice the dress. Coco Chanel

Attitude of Gratitude When to say “Thank You” in writing – When you have received a gift of appreciation or for a special event (i.e. birthdays, anniversaries, promotions, etc.) – When people have given you the gift of their time and energy

“Thank You” Basics Personal letters should not be typed, they should be hand written Follow up in writing, even when you have thanked them in person or on the phone Pre-printed notes do not have the same personal impact

When Writing Your Thank You Thank the person by mentioning the specific gift or action in the note or letter Acknowledge their effort in purchasing the gift or giving their time and attention Report how you have used the gift or how their efforts have helped you

Phone Facts… 70% of other people’s impression of you is dependant on your vocal quality Yes, people can hear your smile Yes, people can hear when you are “multi-tasking”

Phone Etiquette The person in front of you takes precedence over the phone ringing. – Answer the phone and ask the caller if you can place them on hold – When meeting with others, giving reviews, having serious conversations, etc…allow your phone to go to voice mail.

Voice Mail Leaving a Voice Mail Message – Keep it short – Leave your phone number slowly – Repeat your name and number again at the end of the message

Voice Mail Recording a Voice Mail Message – Brief is better – Stay away from sound effects, gimmicks, music, etc – Keep it current Always answer your voice mail within 24 hours

Cell Phone Rules Phone booths were created for a reason! Turn off your phone: – During meetings – During social gatherings – At restaurants – At theaters

Cell Phone Rules If you must keep it on, explain in advance If you must speak around others, speak softly Never ask to borrow someone’s phone except in an emergency

Netiquette – Don’t be rude – Don’t write entirely in upper or lower case – cannot replace human contact or a hand written note – Don’t say anything in an that you wouldn’t want on a bulletin board – Grammar and spelling still count – Use the subject line – Don’t send jokes, political plea’s, religious statements, etc.

“Even primitive people learn that life is easier and that things get done more efficiently when behavior is modified out of consideration for others!” Mary Mitchell – Author of Complete Idiot’s Guide to Business Etiquette

Breakout Agenda

Service Questions