1. Professionalism: The Key to Career Success David Cohen dcohen@cohentraining.com www.cohentraining.com

2. What is Business Etiquette?

3. People will forget what you said. People will forget what you did. But people will never forget how you made them feel.

4. Principles of Impeccable Work Behavior Be Careful with Your Appearance Expand Your Knowledge Honor Your Working Hours Be Friendly Keep Personal Information to Yourself Be Positive and Supportive Keep an Open Mind

5. Principles of Impeccable Work Behavior Follow Through Communicate Listen Solve Your Own Problems Work Hard Don’t Be in too Big a Hurry to Advance

6. Meeting People Unexpected Guests When You’re in an Inside Office When You’re the Person Guests Come to See Shaking Hands Introducing People

7. Remembering Names Be Sure You Actually Hear the Name Use the Name as Quickly as Possible Make Note of the Person’s Prominent Features Find Out More Concentrate

8. When You Forget a Name

9. When Introductions Are Forgotten

10. Telephone Etiquette Sit Up Straight, Breathe Deeply and Smile Reach for a Pad and Pen Answer by the Third Ring Identify Yourself Immediately Be Courteous, Friendly and Professional Pay Attention

11. Telephone Etiquette Transfer Calls only when Necessary When You Must Leave the Line React to the Other Person’s Conversation Eliminate Background Noise NO SPEAKER PHONES!! End the Call Positively

12. Screening Calls

13. Making and Returning Calls Always Return Phone Calls Leave a Complete Message Be Brief

14. Planning and Attending Business Meetings Who Should Attend? Where Should It Be Held? Promptness Greetings Honoring Territory Touch

15. Planning and Attending Business Meetings Keep Your Clothes On Position Yourself Use Your Voice Appropriately Listen Leaving the Meeting

16. Attending Business Meals Breakfast Meetings The Three Martini Lunch Dinner Meetings Thank You Notes Can You Refuse? Responding to Invitations

17. Professionalism: The Key to Career Success David Cohen dcohen@cohentraining.com www.cohentraining.com