1. CBP Program – Business Etiquette
Module 1: Introduction to Business Etiquette

2. Module 1: Introduction to Business Etiquette
Objectives:
Explain what Business Etiquette is
Describe the basics of etiquette practice
Describe the foundation values for developing a culture of excellence
Note the principles of exceptional Work Behavior
Discuss the role of good manners in business
Using words that demonstrate proper etiquette

3. Business Etiquette is NOT pretentious or false.
Introduction
Business Etiquette (B.E.) represents rules of behavior that have evolved over time that guide the way we interact.
It is based on a rational and deep respect for others, and should be an organization-wide culture.
Business Etiquette is NOT pretentious or false.

4. The Etiquette business blocks are:
The ABC’s of Etiquette
The Etiquette business blocks are:
Acceptable
Norms and standards of behavior are determined by cultural expectations and should be acceptable.
Believable
Pretentious or insincere practice of B.E. is no etiquette at all. You should be believable.
Courteous
You should express courteous and well-mannered behavior. “Do unto others as you would have them do unto you.”

5. The ABC’s of Etiquette continued…
Some etiquette basics include:
Respecting and adhering to cultural norms
Displaying exceptional work behaviors
Practicing good table manners
Practicing good telephone etiquette
Meeting and greeting persons in a business environment appropriately

6. Developing a Culture of Excellence
Effective B.E. practices are not simply what we do in the workplace, but also what we do in our daily lives.
B.E. is dynamic, but the values on which they are built upon are lasting.
The following are the foundation values for developing a culture of excellence:
Your Best
Respect Yourself and Others
Humility
Honesty and Integrity
Kindness
Have Fun

7. Principles of Exceptional Work Behavior
Exceptional work behaviors are what stand out in a workplace.
Excellent work behavior takes effort and can be developed if training is provided.
The Principles of Exceptional Work Behavior:
Behavior that is knowledgeable and results oriented
Behavior that is directed towards active listening
Behavior that is consistent
Behavior that is approachable and accessible in nature
Behavior that honors commitment
Behavior that is honest
Behavior that practices social skills

8. What is the role of Good Manners in Business?
Customer expect good manners of business and social interactions.
Good manners are important to the survival of any organization.
*Read the case on page 14, and be ready for the discussion that follows…

9. Enduring Words May I Please
The words we choose in communication should convey feelings of importance, values, and respect.
May I
Always ask our customer’s permission as a sign of respect…do not order them to do an action.
Example:
“You will need to sign here, so we can deliver your replacement.”
“May I ask you to sign here so we can deliver your replacement.
Please
Assigns a measure of control and value to the customer
Example:
“Can I get your name?”
“May I please have your name?”

10. Enduring Words continued…
The Close
Close your conversations by expressing your desire to serve and satisfy
Example:
“Thank you for allowing me the opportunity to serve you. Let me know if there is anything else that I can do for you.”
Thank you
Serves as a perfect conclusion to a fulfilled request or question.
Example:
“Your replacement will be delivered today.”
“Thank you for signing, your replacement will be delivered today.
Always keep a pleasant, positive outlook when communicating!

11. Examples of Common Courtesies in the Workplace:
Holding the Door Open
Traditionally, men would hold the door open for women.
The modern protocol is – whoever gets to the door first holds it open.
When in doubt ask, “May I get the door open for you?”
Holding the door open for someone ascribes a degree of prominence, so you should hold the door open for your boss
Also, hold the door open for someone who is carrying lots of things
The Elevator
Whoever gets to the elevator presses the button and goes inside first.
You should then select your floor, and go to the BACK of the elevator.
If the elevator is crowded, ask someone to select the floor for you.
Avoid squeezing into an elevator that is already full.

12. Exercise
Have some fun and turn to page 18 and try to answer the questions on page 18.
…and that’s what the CBP – Customer Etiquette is about!