How Practice Business Etiquette and Manners

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					    College Business Management
            Institute 2010


                    Gina Johnson
                    University of Alabama

              What is:

• Manners

• Eti tt

• Protocol               Communication
• Ps and Qs

• Social Graces

Categories of Etiquette

   Confidence          Office
   Table               For Men
   Electronic          For Women
   Reception

Professional Business


    Keep these in mind …

   Be considerate of others

   Don’t call attention to

   Watch your host/hostess

An Informal Place Setting

Dining Do’s and Don’ts

 •   Napkin             •   Salad
 •   Cutlery            •   Wine
 •   Passing            •   Coffee
 •   Bread and Butter   •   Tea
 •   Soup               •   Ending the Meal

“You may remove my plate.”

      Tricky Situations

     Tricky Foods

Professional Business

                      over a Meal

 Business Over a Meal

From Reservations to Closing the Deal

  Choosing the Meal
  to Suit Your Task

      Dinner
      Breakfast
      Lunch
      Tea/Coffee
      Cocktails

Where? Choosing the Site
  for Business Dining

      Familiar to you

      Reservations

      Attentive Wait Staff

   Manners for the Meal

    Professional Business


           General Rule For

   Introduce a less important
    person to a more
    important person

    Tips For Introductions

         Use the name the person
          would call them

         Use an identifying phrase

Mistakes In Introductions

        Using only the first name
        Making no introduction
        Making it a command
        Saying “my friend”
        Forgetting a name

              Responding To

            What to say

            Incorrectly introduced

            What to do

Ingredients of a Conversation

   Voice
            p
    Facial Expressions
   Body Language

Making Conversation

   Listen                   Tell the truth
   Don’t ramble             Don’t interrupt
   Don’t gossip             Ask questions
   Don’t bore               Don’t dwell on
   Disagree carefully        appearances
                             No taboo topics

Tips to Develop Conversation Skills

   Joining a conversation
   Leaving a conversation
   Practice your skills

     Accomplished conversationalists are
           welcomed everywhere!

Topics for Conversation

   The other person
   Interests, hobbies, collections
   Current affairs
    C      t ff i
   Holidays, seasons, special events

    Dull people talk about things; ordinary
    people talk about people; fascinating
    people talk about ideas.

    Professional Business


Environmental Etiquette
   Radio             Lunch at your desk
   Phone calls       Common kitchen
   Office walls       facilities
   Visitors          Bathroom

    Professional Business


    Technology Etiquette
   Copy machine           Cell phones
   Fax machine            Voice mail
   E mail
    E-mail                 Social Networking

    Professional Business



Improving business etiquette not only
helps you interact better with co-workers
and clients, but may speed your climb
up the corporate pole.

                            Marjorie Brody

                   Professional Business Etiquette
                               Business Over a Meal

Choose the Meal to Suit Your Task     Breakfast - to the point
                                      Lunch – traditional setting, time limit
                                      Dinner – longer, may include guests
                                      Tea/Coffee – break time
                                      Cocktails – watch alcohol consumption

Choose the Site                       Familiar to you
                                      Takes reservations
                                      Attentive staff

Tips for Success of the Meal          Arrive before your guests
                                      Wait in the lobby for first guests
                                      Make arrangements for the bill
                                      Choose a table large enough, private enough
                                      Take the lead in ordering
                                      Choose easy to eat items
                                      Set the tone for price, number of courses,
                                      Start business after ordering
                                      Escort guests back to lobby

Dining General Rules                  Be considerate of others
                                      Don’t call attention to yourself

          Good Manners Make Good Business Sense

To make a pleasant and friendly impression is not only
good manners, but equally good business.
                   Emily Post, 1922
                          Professional Business Etiquette
                                   Receptions and Events

Introductions                    Introduce a less important person to a more important person
                                 Use the name the person will call them
                                 Use an identifying phrase

Responding to Introductions      Repeat the name
                                 Shake hands
                                 Correct mistakes

Making Conversation              All parts of communication are important: words, body language,
                                 and tone
                                 Voice volume and facial expressions communicate confidence
                                 Don’t gossip, bore or ramble
                                 Listen and ask questions
                                 Watch taboo or sensitive topics
                                 Disagree carefully
                                 Don’t interrupt

Developing Skills                Join conversations
                                 Practice in everyday situations
                                 Accomplished conversationalists are welcomed everywhere

Conversation Topics              Ask loaded questions or advice
                                 Don’t dwell on you
                                 Collections, hobbies, community service are good starters
                                 Look at what is happening around you/seasons/events for topics
                                 Refresh yourself on current affairs

      Dull people talk about things; ordinary people talk about people;
 fascinating people talk about ideas. Fascinating people make more money.
                      Well-worn adage with a P.S. from a MBA student, 2008
                   Professional Business Etiquette
                            The Office Environment

Music                          Low volume/consider style of music

Telephone calls                Limit personal calls/voice volume

Office walls                   Watch decorating style

Lunch in                       Avoid messy/odorous dishes

Common kitchens/restrooms      Clean up after yourself

Copy/Fax/Scanner               Check supplies/jams
                               Document privacy may be limited

Email                          Short/unemotional
                               Use proper grammar/spelling
                               Have a professional address

Cell phones                    Turn it off in meetings, restaurants, concerts

Voice Mail                     Have a professional message
                               Leave detailed messages
                               Repeat your name and number

Visitors                       Use a business card
                               Offer a chair
                               Rise to greet

Manners: Getting along with other people. And if that isn’t a
synonym for business success, I don’t know what is.
                  Letitia Baldridge, 2003

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