1. Reuben L. Harness University of Kentucky

2. Introductions Email Telephone Office Meeting Cubicle Dress Networking Dining

3. What is Business Etiquette? Expected behaviors and expectations for individual actions within society, group, or class. Within a place of business, it involves treating coworkers and employers with respect and courtesy in a way that creates a pleasant work environment for everyone. KASRO Kentucky Association of Student Receivable Officers

4. Why Business Etiquette?  Differentiates you from others in a competitive job market  Enables you to be confident in a variety of settings with a variety of people  Honors commitment to excellence and quality  Modifies distracting behaviors and develops admired conduct  Exhibit Professionalism and develop a polished image “Be one step ahead, practice the social skills necessary to help you make a great first impression and stand out in a competitive job market” Kentucky Association of Student Receivable Officers KASRO

5. Key Aspects  Difference between Social and Business Etiquette  The importance of introductions  Important Business Etiquettes Kentucky Association of Student Receivable Officers KASRO

6. Principles underpinning all Etiquette  GOLDEN: Treat others as you would like to be treated  PLATINUM: Treat others as they would like to be treated Kentucky Association of Student Receivable Officers KASRO

7. Introductions  Stand up  Look the person in the eye  Extend your hand for a firm web-to-web handshake  Say your name and something about yourself Kentucky Association of Student Receivable Officers KASRO

8.  Introduce the person of greatest importance or authority first  Gender or age is not the deciding factor  When a client is involved, mention him or her first  A proper business introduction should include first and last names Kentucky Association of Student Receivable Officers KASRO

9. Handshake  Handshake is a gesture of acceptance and welcome  Extend your right hand  Give slight pressure  Grasp the other person’s hand firmly and completely  Look into he eyes and smile  Release the hand in three seconds  No matter what, NEVER, ever refuse to accept someone’s hand video Kentucky Association of Student Receivable Officers KASRO

10. WRONG Kentucky Association of Student Receivable Officers KASRO

11. RIGHT! Kentucky Association of Student Receivable Officers KASRO

12. Email Etiquette  Need of Email Etiquette  Professionalism  Efficiency  Protection from liability Kentucky Association of Student Receivable Officers KASRO

13. E -mail should be concise and to the point M -ake use of proper spelling, grammar & punctuation A -lways answer swiftly I -nclude your signature L -earn to read the E-mail before you send it Kentucky Association of Student Receivable Officers KASRO

14. Email etiquette rules  Make it personal. Avoid using BCC and CCC unnecessarily  Use templates for frequently used responses  Use a meaningful subject  Read the email before you send it  Keep attachments to a minimum and mention your attachment in the content  Take care with abbreviations and emotions Kentucky Association of Student Receivable Officers KASRO

15. Poor Usage Examples  No subject line  Action required and key points are hidden in the message  Misusing the global distribution list  Discussion that could have or should have been done on the phone Kentucky Association of Student Receivable Officers KASRO

16. Use Smart Subject Lines All message should have clear and specific “Subject Lines” that  Describes the message content  Specifies if there are actions required & due dates  Mentions clearly who the message is for Kentucky Association of Student Receivable Officers KASRO

17. Good Subject Line Examples  Meeting minutes from 5/1 discussion  Reports included: Minutes from KASRO, all Reports due Monday  DISTRIBUTE: Program agenda & related information  Staff meeting Monday 5/4 10:00 am  Preview night attendance Kentucky Association of Student Receivable Officers KASRO

18. Poor Subject Line Examples  Weekly Minutes  Here are the URLs  RE: meeting  (blank subject line)  Unrelated subject line-sending an email with an old subject line Kentucky Association of Student Receivable Officers KASRO

19. Think Before you Click  Don’t automatically “REPLY TO ALL”  Take one last look at your distribution list-is this email necessary for all recipients. EXAMPLE: Welcome Mail- when replying, send it only to the person to be welcomed.  Once the email discussion goes beyond 2-3 replies anyway, it’s time to pick up the phone Kentucky Association of Student Receivable Officers KASRO

20. Write For Action  Specify email content in the first 1-3 lines  Does it require a reply back by a certain date  Does it include action required  What information is contained that the reader will find necessary for their job  Use the To: and Cc: addresses appropriately  Stop replies before they start  If a reply is not required, end your message with “(Reply Not Necessary)” Kentucky Association of Student Receivable Officers KASRO

21. Recommended Standards Rules:  No outlook templates or “pretty stationary” when sending/replying messages  Reply to sender only. Only “Reply to All” when absolutely necessary  Avoid using jargon  Do not use all CAPS  Be aware of who the email may be forwarded to  There is no such thing as confidentiality in email Kentucky Association of Student Receivable Officers KASRO

22. General Tips  Use standard font throughout the message  Avoid colored fonts in a professional email  Be very specific with the use of bold, italic or underline font style  Keep the size of the font visible and constant  Avoid short forms or slang (“u” instead of “you”, “y” instead of “why”, “r” instead of “are”, etc. Kentucky Association of Student Receivable Officers KASRO

23. Telephone Etiquette  When you initiate a call identify yourself  Address caller by name in a courteous manner  Keep conversation brief  Never be impatient  Listen carefully  Do not interrupt  Do not eat or chew while speaking on phone  Request permission to put caller on hold Kentucky Association of Student Receivable Officers KASRO

24.  Close conversation with appropriate salutation  Let the caller hang up first  In case of missed calls, return call within a reasonable period of time  If someone calls you by mistake, inform the caller politely that they reached a wrong number  Tell the basic nature of your call  Have someone answer your calls  No phone calls during meetings Kentucky Association of Student Receivable Officers KASRO

25. Managing Angry Callers  Listen to his problem or complaint carefully  Do not interrupt the caller and let him finish  Do not say, “you are wrong”  Empathize with the caller  Investigate complaint or problem and solve it  Tell the process of solving the problem  Call back when you have the solution Kentucky Association of Student Receivable Officers KASRO

26. Office Etiquette  Those who follow good office etiquette are promoted and given choice assignments  Those who are seen as insensitive are passed over or have their employment terminated  Be self aware and use common sense  Mind your own business  Never go over your supervisor’s head  Obey your company’s business dress code  Treat every employee with the same respect Kentucky Association of Student Receivable Officers KASRO

27.  Do not post things of an offensive nature  Show a healthy respect for colleagues experience and expertise  Exhibit a positive attitude and know what your role will be on the team- How can I best assist?  Leave your personal life at the front door  Inquire about the proper way to respond to co-workers, supervisors, clients (Business letter head, phone call, etc.) Kentucky Association of Student Receivable Officers KASRO

28.  Put things back where they belong (stapler, hole punch, tape, etc.)  Indicate a reorder if you use the last of anything  Refill the paper tray in the copier if you empty it  Learn how to unjam the copier  Clear the copier settings after using Kentucky Association of Student Receivable Officers KASRO

29. Reasons for firing employees  Bad language  Excessive workplace gossip  Drinking on the job  Leaving without telling anyone  Too many personal calls Breaches of office etiquette  Bad hygiene  Bad habits  Wastefulness with paper Kentucky Association of Student Receivable Officers KASRO

30. Meeting etiquette  Avoid swear words and vulgar references  Poor communicating skills are not professional  Avoid personal questions during first meetings  Whoever gets to the door first should open it and hold for others who are following  Turn off your cell phone ringer, accept voicemail and text messaging only Kentucky Association of Student Receivable Officers KASRO

31. Business card etiquette  Always have a business card  Have it in good shape and updated  Have it readily available  Be selective about distributing  Present it in an appropriate time and manner Kentucky Association of Student Receivable Officers KASRO

32. Cubicle Etiquette Kentucky Association of Student Receivable Officers KASRO

33.  Never enter someone’s cubicle without permission  Do not wear strong perfume or cologne  Do not stand in front of someone’s cubicle and carry on a conversation  Announce yourself at their doorway or knock on the wall  Post a sign or flag at your cube entrance to signal when you can be interrupted  Don’t peek in as you walk past each one Kentucky Association of Student Receivable Officers KASRO

34.  Never read someone’s computer screen or comment on conversations you overhear  Avoid loud phone conversations, especially of a personal nature  Do not walk into a cubicle when someone is on the phone (leave them a note or email instead)  Keep your hands off others desk. Just because there’s no door doesn’t mean you can help yourself to their paper  Avoid eating meals inside the cube Kentucky Association of Student Receivable Officers KASRO

35. Dress Etiquette  Dress for the part  Represent your company  Keep it neat and clean  Don’t reveal too much  Dress for the time of day  Don’t be a fashion statement  Simple but classy  Grooming Kentucky Association of Student Receivable Officers KASRO

36. Professional Appearance Grooming is fundamental  Hair clean and styled appropriately  Clean nails, skin and teeth  Many professionals wear make-up  Check fragrance and clothing care Kentucky Association of Student Receivable Officers KASRO

37. Professional Appearance  Wardrobe  Professional Business Wardrobe  For women: skirted/pant suit, dress shirt, clean well maintained dress shoes (generally closed-toe shoe)  For men: suit, dress shirt, tie (well maintained dress shoes) KASRO Kentucky Association of Student Receivable Officers

38. Professional Work Attire Kentucky Association of Student Receivable Officers KASRO

39. Professional Appearances Business Casual Wardrobe  For women: dress pants, shirt, blouse, well maintained dress or casual shoe (no tennis shoes, flip flops, etc.)  For men: slacks/khaki pants, polo shirt, or other collared dress shirt, well maintained dress or casual shoes (no tennis shoes, flip flops, etc) ***NOTHING SLOPPY*** Kentucky Association of Student Receivable Officers KASRO

40. Casual Work Attire Kentucky Association of Student Receivable Officers KASRO

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43. Networking  BREAK OUT OF YOUR COMFORT ZONE  Mingle-Mingle-Mingle- Mingle- Mingle  Don’t travel with your friends  Make direct eye contact, smile and speak  Contribute positively to the conversation with your thoughts and open ended questions  If appropriate, collect business cards  Politely excuse yourself and move on to another individual Kentucky Association of Student Receivable Officers KASRO

44. Dining Etiquette Kentucky Association of Student Receivable Officers KASRO

45. Table manners are the rules of etiquette used while eating, which may also include the appropriate use of utensils. Different cultures observe different rules for table manners. Each family or group sets its own standards for how strictly these rules are to be enforced. Video Dining Etiquette Kentucky Association of Student Receivable Officers KASRO

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49. Dining Etiquette  Finish chewing before continuing your conversation  Try not to gulp your food  Do not blow on food that is hot  Wait until everyone is seated  Everyone should start at the same time  Take small bites, keep your mouth closed Kentucky Association of Student Receivable Officers KASRO

50.  Don’t order an expensive entrée  Don’t order anything crunchy or messy, or that you have to eat with your fingers  Don’t put your elbows on the table, but you may rest your hands there  Don’t start eating until your host or hostess does, or until everyone has been served  Cut meat one piece at a time  Rest silverware on your plate when speaking Kentucky Association of Student Receivable Officers KASRO

51.  Pace yourself so that you finish about the same time as everyone else  Limit or forego alcohol consumption  Don’t push your dishes away to signal you have finished. When you’re done, put your utensils in a 4:00 position.  Be discrete if you have a problem with the food Kentucky Association of Student Receivable Officers KASRO

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