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Business Etiquette and Protocol
Doing Business in a Global Forum
1
Goals
• Review elements of business etiquette• Provide up-to-date information• Provide guidelines for business decorum• Provide information on cultures and countries
2
Business Etiquette and Protocol – Why?• Must be aware of more rules of behavior than you expect to
encounter in most social situations.• Need to be aware of the behavior that is expected in the
world of work.• It is how you play the game.
3
Common Business Faux-pas• Expressing negative attitudes• Wearing inappropriate clothing• Failing to make proper introductions• Disregarding workplace courtesies• Taking messages carelessly
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Business Etiquette and Protocol
Suit up for Success
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Dress for Success• Enhance your personal brand and overall package• Gets your foot in the door• Look the part - prepared and promotable• Invest in a few good suits• Grooming• Think CONSERVATIVE
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Business Etiquette and Protocol
Introductions
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Greetings & Introductions
• Nametags – right side• When making introductions, the
old adage of introducing the woman to the man is no longer valid.
• Introduce the more prominent to the less prominent
• Stand for introductions8
Greetings & Introductions• Include something of interest that would start a conversation
if the situation permits.• When you have been introduced, use the person’s name three
times.• Ask to have the name repeated if it was not clear.• Be honest! Say if you do not remember their name. Offer your
name first.
9
The Proper Handshake
• Involves eye contact• Is firm and painless• Lasts three seconds• Takes only 2 or 3 pumps• Starts and stops crisply• Does not continue through the
entire introduction
Handshake Etiquette TipsHandshake Dos and Don’ts 10
Hugs and Kisses
• Hugs or kisses are inappropriate in any business environment.
• Touching others in the workplace, of the same gender or not, is impolite.
11
What about Doors?
• If you reach the door first: open it, go through, and hold it.
• Men no longer hold doors for women just because they are women.
• Allow senior executive to reach and go through first.
• If someone’s arms are laden or full, hold the door.
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Workplace Etiquette
• Meetings• Electronic• Telephone• Voice Mail• Cell phones• Cubicles
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Strategies for Successful Meetings
• Have an Agenda• Be prepared- Pre-work, action items• Arrive on time or early. Do not be
late.• Bring all necessary materials• Put bag on floor next to your chair• Turn off phones, pagers, and PDAs• Do not multi-task
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The Meeting Agenda
• List discussion items• Designate who is responsible for
items and due dates• Amount of time devoted for each
item• Handle most important/relevant
items first• Distribute before the meeting• Follow the agenda!
15
Meeting Minutes
• Someone to record or take meeting notes• Timekeeper• Minutes distributed 24 hours after the
meeting
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Electronic Etiquette: Email• Easy and fun to use• Casual approach• Does not go away when you press Delete• Can be retrieved, forwarded, and traced
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Electronic Etiquette: Email
• Treat Email as you would printed letters• Always use a salutation and signature• Show your full name as the alias• Create a clear concise Subject line• Always check for spelling, grammar, and punctuation.
Failure to do so makes you, and those you represent, look bad.
• Respond in a timely manner; use an Auto-reply when unable to address for long periods of time.
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Electronic Etiquette: Email
• Keep messages professional• Never reprimand or criticize others• Do not Reply All with negative comments• Do not reply immediately following an emotionally-
charged email. Calm down and give your response some thought.
• Do not start a new topic of discussion by replying to an old message
• Do not send jokes or other non-business material without first asking the recipient
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Electronic Etiquette: Email• When forwarding an email to another for
response/resolution, copy the original sender.• Take the time to review each email before clicking Send to
ensure your message is clear and you are relaying the tone that you want.
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Electronic Etiquette: Instant Message
• Convenient way to communicate short bits of information to others – great for quick questions
• Used for single or multiple recipients• Ongoing discussions should be handled via email or
phone• Take care with messages- recipient may not be intended
person• Be mindful of Status- Available, Away, On Phone, In
Meeting.• Many programs “pop up” or give audio prompts when
messages are received.• Not an excuse to forget your grade school education.
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Business Telephone Etiquette
• Vocal quality- 70%• Words spoken- 30%• What you say and how you say it are important• Be sure listener gets message loud and clear• Avoid using a cell phone in areas with questionable
service- static is annoying• Do not chew, eat, or drink while on the phone• Mute when not speaking or asking a question• Do not interrupt others
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Conference Calls – Speak up
• Announce yourself for the benefit of participants
• Think before you speak• Be brief, get to the point• Avoid confrontational language• Do not upstage the meeting organizer• No public criticism• Do not interrupt• Do not forget to un-mute when speaking!
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Closing a Call• Thank the person(s) for the call• End on a positive note• Do not say “See ya”, “Bye-Bye”, or “Later”. Say Goodbye.
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Voicemail Etiquette
• Who• What• When• Where• Why
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Voicemail Etiquette: Greeting & Messages• Write it out and practice• Smile when you speak• Do not use sound effects or gimmicks• Briefer is better
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Cell phones, pagers, & PDAs
• Connected to vital source of informational nourishment• Does not include license to be rude• Know when to turn off!
27
Video Chat/Skype
Video calls over the Internet are a great way to stay in touch with friends and family in far-off lands. But software applications also help business, bringing all corners of the globe closer.
• Don’t just do it. It’s polite to let someone know you would like to call them. It just may not be a
good time for the other person to take your call — they may be on the phone or in another meeting.
• Confidentiality is not a given. Never assume your recipient is the only one looking at that computer screen.
• Visuals count. • Good light, including backlighting. • If you work from home, make sure your bed/bath
is not visible• Tidy any clutter• Do not wear pajamas.
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Cubicles- a special challenge
• Do not use speakerphone• Keep private matters private• Talk softly• Respect privacy• Minimum snacking/meals• Scents• Foliage• Electronics• If it bothers you when others do
it, do not do it either! 29
Other Etiquette Items
• Tipping• Business Card• Business Meals
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Tipping
• Wait staff & bartenders• Delivery drivers• Head waiters• Wash room attendants• Bell staff & Skycaps• Chambermaids• Room service• Calling a Cab• Taxi
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Business Cards
• Have a stock of recently printed business cards on hand.
• A business card should convey your basic contact information such as your name and email.
• When offered a business card, say thank you and present your card in return.
• Can be used as enclosures in gifts, information packets, or with flowers
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Business Etiquette and Protocol
DINING SITUATIONS
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Dining Videos• Basic Dining Etiquette - Table Taboos• Basic Dining Etiquette - The Place Setting
Other videos available on www.monkeyseevideos.com
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Table Manners• Begin eating when everyone else has his or her food • Offer to others to begin eating if your food is the only
order not yet served • Always offer to pass bread, salt and pepper, butter and
other condiments near you • Passing food (if it is in front of you) • Pass to the right • Pass salt and pepper together • Eating and talking at the same time? Take small bites so
you can quickly finish and swallow before speaking
35
No-Nos• Do not salt your food before you taste it – shows you make hasty
decisions • Do not push your plate or chair away unless you are getting up from
the table • Do not rearrange or stack your dirty dishes • Never tilt your chair • Do not ask people where they are going when they get up from the
table • If you belch, excuse yourself to no one in particular • Never crumble crackers in your soup or blow on it • Do not chew ice or other inedible parts of the meal • Put butter first on your plate, not directly onto your bread • To get the last bit of soup, tilt the bowl away from you
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Business Meals – 10 Commandments
1. Thou shall not jump straight into business talk
2. Thou shall not be late3. Thou shall not table hop4. Thou shall not talk politics, diet or family 5. Thou shall not dominate the conversation
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Business Meals – 10 Commandments
6. Thou shall not dawdle over the ordering or eating
7. Thou shall not drink too much (or any) alcohol
8. Thou shall not fight over who pays the bill
9. Thou shall not neglect thy table manners
10. Thou shall not forget to show appreciation 38
International Protocol
“Toto, we’re not in Kansas anymore.”
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One BPW Member’s Impressions
“If you thought diversity and inclusion is an issue in the US, it doesn’t compare to Asia. There are countries who just don’t like each other! I was in Korea this week and you could feel the coolness. China and India compete fiercely and this was a surprise. Then, being an American isn’t always welcome. (By the way, I am the only American so far in management. Most expats are German.)”
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International Business Etiquette and Protocol• Appearance
• Highlight Dos and Don’ts for Dress, Clothing, Body Language, and Gestures
• Behavior• Dining, Gift-giving, Meetings, Customs, Negotiations, and General
behavioral guidelines• Communications
• Greetings, introductions, and Conversation
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Very Important…• Learn a phrase, or several, in the other country’s native
language• When speaking, speak slowly• Watch the accent• Common phrases or slang• Dress conservatively
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Other Countries and Cultures • China, Germany, India, Mexico, Russia, Saudi Arabia• More resources
• http://www.kwintessential.co.uk/etiquette/doing-business-middleeast.html
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• Questions, comments, suggestions?
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References
• Etiquette Dinner. 2011. https://stmartin.edu/careercenter/resources/etiquettedinnerpresentation.pdf
• http://www.wbjournal.com/news50854.html
Individual Development Program © 2008, Used with Permission, under License.
Updated February 2012.
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OVERVIEW
• Why Appearance Matters• What Is Business Dress?• Do’s And Don’ts• What Is Business Casual?• What Is Semiformal Attire?• “Dress For Success” Examples & Sources• A Related Sidebar…• General Business Etiquette • How To Attend A Cocktail Party• Business Dining• Other resource info… 46
YOU ARE WHAT YOU WEAR• In a business setting, people first notice
• Your clothing• Your face• Your hands• Your shoes• Your writing instrument• Your briefcase• Your watch… etc etc…
• The care taken in your appearance indicates the care taken in your position
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A Side-Bar On How You Are Perceived…
• If you look like a/an _____, people will treat you like a/an ______.
• If you act like a/an _____, people will treat you like a/an ______.
• If you talk like a/an _____, people will treat you like a/an ______. 48
Make a lasting First Impression !
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Dress For Success
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First impressions are extremely important!
Irreversible assumptions are made almost immediately based on a persons’ appearance.
You want to put your best foot forward and present yourself in a positive light.
What Is Business Dress?
• Attire appropriate for meetings or an office environment• Purpose is to convey a professional appearance, as well as
create an environment conducive to work• Personal expression is encouraged, but should not be taken to
extremes
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Dressing Professionally
1. Keep your appearance neat and clean.2. Clothing should be freshly pressed - no wrinkles! 3. Well groomed nails are important.4. Wear minimal make-up and
jewelry.5. Neutral body odor is essential
(wear an antiperspirant/deodorant, use perfume or other fragrance sparingly)!
52
Suits
•Colors to Wear: dark blue, gray, brown or muted pin-stripes
•Tailored and freshly dry cleaned
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Shirts
•Good quality, white button-down or white classic color – bi/color….?
•Make sure the shirt is pressed
54
Ties
• Silk or good quality• Complement suit• Tip of tie should end
near the center of belt buckle
Don’t let the tie speak for
you!
YES!
NO!55
Shoes
• Highly polished slip-ons• Laced dress shoes in black,
cordovan or brown• Dark socks that are high
enough to hide your skin when you sit down
56
Facial Hair
•No facial hair if possible, if you must, trim it neatly
NO!
MAYBE
YES
57
Jewelry
•No chains or necklaces showing•No rings other than wedding or
college ring•No earrings or other piercing; if you
have them, take them out•Conservative watch
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Other Tips
•Clean fingernails•Minimal cologne•Empty your pockets to avoid
clinking or bulges•Turn off cell phones and beepers•No gum or cigarettes
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Professional Attire ( Women)
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Put Your Best Shoe Forward• Many managers and interviewers make assumptions based
on an individual’s shoes.• This is one way of assessing whether
you pay attention to details.• Shoes should be:
• Neat and polished.• Closed toe.• No higher than a 2 inch heal (unless you
are extremely short).
61
Keep it Conservative• It is always best to err on the side of caution.• The most traditional and conservative interview attire for
women is a two piece, matched skirt suit.• Always, always wear a blouse
under your blazer!• A long sleeved, collared shirt or shell
is appropriate.• Make sure your ensemble still looks
complete without your blazer (in case you have the option to take it off).
62
Choosing a Color• Navy blue is a good color for a “starter” suit.
• This is a versatile color that can be dressed up or down, depending on the situation and job.
• Navy is considered a professional and powerful color, but is not as bold as black.
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Choosing a Suit that will Grow with You
• Buy the nicest suit you can afford.
• Put quality over quantity – a well chosen suit will last you several years into your career.
• A cheap suit is easy to spot:• Made with less desirable materials
like rayon-poly blends.• Larger, less flattering cuts.
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Your First Suit: Tips & Tricks• Have your suit professionally tailored! This ensures:
• The suite looks appropriate on you.• You will feel comfortable and self-confident in your suit.
• Dress like you already have the job you want.
• Remember: a carefully chosen suit will last you well into your career. It is an investment worth the extra money!
65
It’s all in the Details
• Hair• Simple style
• You don’t want to distract the interviewer with obnoxious hair.
• They should notice you for your skills and experiences, not your hair.
• Out of your face• Nylons
• A must with any interview outfit – skirt or pantsuit!
• Skin tone or black colored are most appropriate.
66
It’s all in the Details: Final Touches• Accessories
• Don’t overdo it!• It’s best to choose 1 or 2 simple accessories like a watch
and stud earnings.
• Portfolio vs. Purse• Opt for a sharp, professional looking portfolio instead of
your purse.• Choose a good quality portfolio with compartments for keys or
lipstick.• Carry copies of your resume and a pad for note taking.
67
Dressing to Impress:
• Follow Company Policy.• Your first reference point is the employee
manual.• When in doubt – ask your supervisor or a
member of Human Resources!• Warning: business casual means different
things in different companies!• Casual dress ranges from
coordinated skirt/pant sets to khakis and polo’s.
• Business casual does not mean jeans or tennis shoes.
68
A Mix – Biz & Biz Casual…
69
A Side-Bar…SEMIFORMAL ATTIRE
• Females: Knee-length cocktail dress, tea length dress, or long dress
• Males: “Black Tie”• Tuxedo or a dark suit is appropriate
• Formal wear (white tie, full ball gown) is generally not required
70
Another Sidebar…
•Tattoos…•Piercing’s…•And etc etc…?
71
Determining Appropriate Dress
• Consider the environment• Consider your goals• Consider the clues• Consider others’ dress• Consider the impression you want to make or leave
72
Business EtiquettePutting Your Best Foot Forward……Instead Of Putting It In Your Mouth…
73
Etiquette Topics
• General Tips• Making introductions• Using the telephone• E-mailing• Gender issues• Dining
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Introductions
When being introduced:
• Shake hands firmly• Stand
When introducing others:
• Introduce the most important person first• Give a little information about people• Use full names
75
IntroductionsCommon Problem Areas
• If you forget someone’s name, be honest• If your name is mispronounced, politely say the
correct pronunciation• If someone forgets to introduce you, politely
introduce yourself• Wait to use a person’s first name until instructed
to do so• When unsure, follow the lead of others
76
Telephone Etiquette
When placing calls:• Introduce yourself and state why you are calling• Be prepared to leave a concise message
When receiving calls:• Introduce yourself• Never leave anyone on hold more than one
minute• Return messages within 24 hours
77
Telephone Etiquette• Use the speakerphone sparingly and do not use
it for checking voicemail• Have tasteful answering messages at work and
at home• Turn cell phones off at meetings or meals (if it
accidentally rings, turn it off – do not answer it!)
• When carrying the phone, use low ring volume or vibrate mode
• Use a low voice when speaking on your phone in public
• Observe common courtesies (“please” and “thank you”) 78
E-mail Etiquette• Include a clear and specific subject line• Read messages before sending• Check spelling and grammar• Do not curse, spam, or use ALL CAPS• Do not forward chain letters at work• Remember that all e-mail can be traced to the
source• Do not send anything you consider private• Use BCC to preserve others’ privacy when
appropriate• Always reply within 24 hours
79
Gender Issues
• Men and women should be treated the same• Whoever gets to the door first should open it• Both men and women should stand when
meeting someone• Both genders should provide a firm handshake• Whoever invites a colleague to a business
lunch pays for it
80
Cocktail Party Management…• Before the party
• R.S.V.P.• Logistics – Standing-Up…
• Layer your items• Napkin• Plate• Glass
• Business card arrangement • Keep right hand free to shake hands
81
Cocktail Party Management• Handshakes
• Universally accepted• When to use• Proper grip
• Handling food• Items passed on trays – picking up…• Food from buffet – careful – not sloppy…• Discarded toothpicks or cocktail sticks
Small Talk…• Research – the group/the activity/topic• Set goals – Business Goals…• Use open body language/smile/make eye contact• Introduce yourself• Allow others to introduce you to people they know
83
Common Cocktail Party Faux Pas…• Things to Avoid
• Making food the focus• Drinking to excess – 1 Only…• Uncomfortable topics• Lengthy conversations• Gossip• Complaining about the event• Flirting• Being rude/disrespectful to staff
84
After the Party• Say goodbye/excuse yourself to other guests• Thank the host/hostess as you leave• Send a “thank you” note
85
Biz Dining Etiquette• Don’t chew gum• Keep elbows off the table• Keep conversation polite• Place napkin on lap as soon as seated• Taste food before seasoning• Pass salt and pepper together• Don’t dunk food• Break off one piece of bread, butter it, eat it,
and repeat• Only order appetizers or desserts if
others do so86
Dining Etiquette• Wait for everyone to be served before eating• Cut a small portion of food at a time (one or
two bites)• When squeezing a lemon, use other hand to
shield others from squirting juice• If you need to temporarily leave the table,
place napkin on seat• When interviewing, follow the lead of the
employer• Be courteous and demonstrate appreciation
when appropriate
87
Dining Etiquette Conversation Topics
• Avoid discussing: politics, religion, gossip, sex, anything too personal or negative…
• Safe topics:• Weather• News/current events (don’t let it get into politics
or religion!)• Books or movies• Music• Travel• Pets• Anything non-controversial
88
•Bread and butter plate•Butter spreader•Dessert Fork•Dessert or Coffee Spoon•Dinner Fork•Dinner Knife
•Napkin•Place Plate/Charger•Salad Fork•Salad Knife•Soup Spoon•Water Goblet•Wine Glass
1 2
3
4
5
6
7
8
9 10
11
12 13Can you match the right items with their function?
89
3. Bread and butter plate4. Butter spreader8. Dessert Fork7. Dessert or Coffee Spoon2. Dinner Fork9. Dinner Knife
5. Napkin6. Place Plate/Charger1. Salad Fork10. Salad Knife11. Soup Spoon12. Water Goblet13. Wine Glass
1 2
3
4
5
6
7
8
9 10
11
1213Place Setting
Answer Key
90
A Side-Bar Silverware Signals…• Leaving the table, but returning…• At the table, finished but would like place setting removed…• Dropped silverware…• Dirty silverware…
91
You Get One Chance…
It’s Up To You…
People, like diamonds, have a basic market value, but it is only after they have been polished that the world will pay their real value.
-William Thourlby
92
Gentlemen
93
Ladies
94
Accessories
95
Personal Grooming
96
Posture, Body Language and Spoken Language
97
Little Things DO matter
98
You’re invited to a meeting
99
You’ve been invited to lunch or dinner
100
You’re hosting a lunch or dinner guest
101
The Party or Social Outing
102
• Creating Impressions…: • Creating Impressions… Grooming & Etiquette•
Personal Hygiene: • Personal Hygiene T he first step to good grooming and good health. Elementary cleanliness is common knowledge. N eglect causes problems that you may not even be aware of.•
Every external part of the body demands a basic amount of attention on a regular basis : • Every external part of the body demands a basic amount of attention on a regular basis Hair Skin Teeth Hands Nails Feet More often than you know, a pleasing appearance is the result of careful and continuous grooming.•
Conditions that can be controlled by improving Personal Hygiene… : • Conditions that can be controlled by improving Personal Hygiene… Head Lice Dandruff Bad Breath Ear Wax Body Odour Perspiration And many more …….•
Factors that influence Grooming: • Factors that influence Grooming Cultural and religious beliefs Upbringing Current fashion Level of income Feelings about one ’ s own sexuality•
Benefits of Grooming: • Benefits of Grooming Provides for emotional health Assists in maintaining self esteem Perception management Brand image•
Your image is like the weather – noticed when extremely good or bad! : • Your image is like the weather – noticed when extremely good or bad! Your image is your reputation It reflects through your conversation and written words. Your image should be in sync with your firm's corporate culture A persona not in keeping with protocol reflects poorly on you, your superiors and ultimately your company.•
The right look won't close the deal, but it can win the opening argument.: • The right look won't close the deal, but it can win the opening argument . Given the standard five seconds it takes a person to make a visual first assessment of you, most experts agree that your appearance exudes a powerful message.•
Business Attire: • Business Attire Is business attire considered important in our industry? What are the basics of dressing right? How would dressing right impact your image ? What do we understand by business attire?•
Grooming – Men and Women: • Grooming – Men and Women Hair Make up Accessories Shoes Bag Skirt Trouser Shirt Nails Deodorants Perfumes / Colognes•
Knotty Affair : • Knotty Affair•
Basic Co-ordinates: • Basic Co-ordinates A pale blue shirt with a yellow, red, burgundy, gold or navy tie. A pale pink shirt with a navy blue or burgundy tie. A pale tan shirt with a brown (or any shade of brown) tie. A French blue shirt with a yellow, bright red, deep burgundy or gold tie.•
Basic Coordinates: • Basic Coordinates As a general rule, you can wear a striped shirt with a striped tie as long as the stripes aren't identical in size. Make sure at least one colour in your tie matches either your suit, shirt, or your belt and shoes.•
PowerPoint Presentation: • As a general rule, you can wear a micro-check shirt with a micro- check patterned tie, so long as the patterns aren't identical in size. Make sure at least one color in your tie matches either your suit, shirt, or your belt and shoes. Avoid pairing three similar -- in this case, micro-check -- patterns; in other words, don't wear a micro-check suit with a micro-check tie and shirt.•
PowerPoint Presentation: • Match plaid shirts with a solid tie that matches one of the colours in the plaid pattern. Although not highly recommended, you can always wear a plaid pattern shirt with a checkered tie, so long as the patterns aren't identical in size. Make sure at least one colour in your tie matches either your suit, shirt, or your belt and shoes. Plaid shirts like the one featured here tend to be more casual, and even look great when worn without a tie.•
Business Casuals - Men : • Business Casuals - Men Clean, pressed and wrinkle-free clothes. A collared shirt with an undershirt. You can break up the oxford shirt monotony by wearing a linen or flannel shirt or one with a band collar. Knitted shirts and polo shirts are also generally acceptable. A casual sport coat is appropriate.•
Business Casuals - Men: • Business Casuals - Men Wear khakis, chinos, corduroys or other non-denim slacks. Be sure to wear a belt, and have it match the color of your shoes. Wear socks that match the color of your pants Choose oxfords, loafers, rubber soled leather shoes or boots for casual day. Wingtips are often too formal. Worn-out shoes, sandals or athletic shoes are a no no•
PowerPoint Presentation: • Pants / skirts: Women can wear casual pants or skirts. Colors should generally be solid; navy, black, gray, brown and khaki are always safe bets. Skirt length and slits: Skirt should come at least to your knees while you are standing. While you are seated, your thighs should be covered. Business Casuals - Women•
Business Casuals - Women: • Business Casuals - Women Shirt / sweaters: In addition to tailored shirts or blouses, tailored knit sweaters and sweater sets are appropriate business casual for women. Cotton,silk and blends are appropriate. Velvets and shimmer fabrics suitable for parties are not appropriate. Jewelry / accessories: Wear a conservative watch. Jewelry and scarf styles come and go. Keep your choices simple and leaning toward conservative. Avoid extremes of style and color.•
Business Casuals - Women: • Business Casuals - Women Cosmetics Keep makeup conservative and natural looking. A little is usually better than none for a polished look. Nails should be clean and well groomed. Shoes Should be leather or fabric / micro fiber. Appropriate colors are black, navy and brown (to coordinate with your other attire and accessories); white and pastels are not appropriate. For the most conservative look, toes should be covered. Thin straps and high heels are not appropriate. Chunky heels and platforms are not appropriate.•
Business Casuals - Women: • Business Casuals - Women Hose Not essential for business casual, but are recommended if your skirt is knee length (rather than calf length) and in more formal environments such as hotels. Purse / bag If you carry a purse, keep it small and simple, or carry a small briefcase or business-like tote bag in place of a purse. A structured bag tends to look more professional that something soft or floppy. Purse/bag color should coordinate with your shoes. A briefcase is certainly not necessary for most business casual events. Leather, micro fiber and fine woolens are appropriate. Canvas and straw are not appropriate•
Make-Up : • Make-Up The reason for cosmetics is to make you look prettier and highlight your best features Do learn how to apply makeup properly. It may take practice. But once you know the difference it makes a world of difference.•
Accessories Do’s and Don’ts for Men : • Accessories Do’s and Don’ts for Men Don’t wear more than two rings. Don’t wear chains or necklaces. Do shine your shoes. Do wear complimentary and stylish ties. This is one piece of garment that can be eye-catching. Don’t wear sandals.•
Clothing Do’s and Don’ts : • Clothing Do’s and Don’ts Do wear clean, ironed clothes. Do empty pockets – beware of bulging keys and tinkling change. Do wear traditional daytime fabrics. Avoid wearing satins or leather.•
Color Matching: • Color Matching Co lours have natural associations that either strengthen or soften them.•
Matching Reds : • Matching Reds Red and green can make for a reasonable colour match so long as you keep the colours muted. Otherwise you create an ugly clash as the colours make one another stand out far too much, or in unpleasant ways. B e especially cautious in attempting to match red with blues and yellows .•
Matching Blues : • Matching Blues Matching blues is better accomplished when you work with darker or muted shades as opposed to bright shades. Green and violet are the analogous colours for blue and when paired in lighter shades with darker blues create nice matches. Orange is the complimentary colour for blue and when paired with blue will create an intensifying effect in the colour, causing it to stand out. Be especially cautious in attempting to match blue with shades of red and yellow.•
Matching Yellows: • Matching Yellows Y yellow is always difficult to match because of the tendency of yellows to be bright. It is therefore necessary to make sure to use muted shades of yellow or else stick to pastel shades of yellow. The analogous colours to yellow are green and orange, and should also be muted or soft shades for best effect.•
Matching Greens : • Matching Greens The compliment to green is red, and this colour also works well, provided the colours remain within the natural spectrum. W hen you attempt to match overly bright or intense shades of these two colours, an unpleasant clash will occur.•
Matching Violets: • Matching Violets M atching violet works along the same lines as matching blue. Y ou should use darker or more muted shades of violet. The blue and red shades analogous to violet work best when kept at or near the same levels of light and dark, especially when violet is the "darkest " color being used. Yellow, as a complimentary color to violet, can work when you can keep the yellow shade pale or muted to prevent an unfortunate clash.•
Matching Oranges : • Orange is another hazardous colour for matching because of its tendency to be bright and somewhat garish. Keeping the shade of orange muted will help. Match orange with pale or muted shades of it analogous colours, red and yellow. The compliment to orange is blue, and must always be kept subdued to prevent clashing colours. Matching Oranges•
Combining Patterns: • Combining Patterns The only thing to remember is when you have a pattern containing multiple colours you should only try to match one colour in the pattern. If the pattern contains red, yellow and orange, then select one of those colours and match it with a shade of the same colour. Sometimes, the multicoloured pattern will have a colour more strongly represented, and in that case, the strongest colour in the pattern should be the one used to matching. You should never use multiple patterns together.•
Garments nearly always create some kind of an Optical Illusion! : • G arments nearly always create some kind of an Optical Illusion ! A "narrowing" effect occurs with princess or A-lines making one appear to be slimmer. Sleeveless, short or cap sleeves or tight sleeves call attention to, and display, the arms. If you have heavy upper arms or are self conscious about extra thin arms, find patterns that won't draw immediate attention to the arms.•
PowerPoint Presentation: • Solid colours, vertical lines and narrow V-lines will heighten a body. Contrasting colours in tops and skirts as well as big bold prints, will shorten it. W ide collars and padded shoulders give the illusion of wider shoulders. A fabric that clings to the body can give a skeletal impression on too-thin body parts. However, around bulges, the clinging fabric can create cruel, framing shadows.•
PowerPoint Presentation: • Mandarin, turtleneck or scarf-tied collars, chokers and fussy necklines can shorten an already short neck, but be beneficial to a long one. Waists seem to expand with wide or conspicuous belts or buckles or with bulky or stiff fabrics. Not all fabrics and patterns are suited to every body type, therefore it is up to each one of us to determine what will work for our particular body type .•
How can you be well dressed every day?: • How can you be well dressed every day? Clothes and accessories should complement one’s physical appearance Coordinate in colours, pattern and fabric Choose the right fit Current Appropriate for the occasion•
Communication – Use it positively to influence people: • Communication – Use it positively to influence people Body Language Verbal content Tone of your voice 55% 7% 38 %•
Where to put your hands: • Where to put your hands Let your hands and arms drop naturally to your sides. Gently fold your index fingers together without wringing or gripping the hands in any way. Let your hands do what they want to do – as long as they do not want to go into your pockets or make obscene gestures to your listeners!•
Shoulder and Head Position: • Shoulder and Head Position Confident and Positive Nervous and Negative Shoulders back Head Up Smile Full of energy Ready to perform I am great! Yes I can! My Job is great! Shoulders drooping Heads down Frown Low energy Not ready I’m no good! No I cannot! My Job is rotten!•
How you stand is everything: • How you stand is everything Tilt your head slightly upward. Stick your chin out. Drain the air from your cheeks. Exhale. Smile softly. Let your eyes shine,sparkling and clear. Move your eyes slowly but surely and look at each participant as you go around the room. Stand with your shoulders back. Keep your chest out and stomach in.•
How you stand is everything: • How you stand is everything Keep your hands open and relaxed. Do not stick them in your pockets. Keep your knees relaxed and not locked. Your spine should be straight - Do not slouch! Stand with your feet slightly apart – both men and women! Breathe slowly, deeply and evenly .•
Some common gestures: • Some common gestures The scratcher The over groomed person The handcuff syndrome The adjuster The pocket finder•
Some common gestures: • Some common gestures The pen-clicker The personal hygiene expert The stimulator The throat clearing syndrome The fig-leaf position•
Business Etiquette: • Business Etiquette Proper corporate business etiquette is vital to our professional growth. No matter how brilliant an employee may be, his or her lack of social grace will make a bad first impression on clients and business associates.•
Meeting & Greeting: • Meeting & Greeting The ability to confidently introduce yourself or others demonstrates that you are confident and in control.•
Introductions: • Introductions Introduce people by first name without titles If you are introduced to somebody by first name, you can address him by first name the next time you meet Westerners use first names almost immediately•
Introductions: • Introductions Shake hands only at the time of introduction or if you meet after a long break People usually smile or nod if an eye contact is made with a stranger•
Introductions: • Introductions An exception is, that a client should be introduced first, even if you are with someone of higher rank within your company. In the business world, whoever is the highest-ranking person is introduced to everyone else in order of their position.•
Handshakes: • Handshakes All American The Topper The Two Handed shake The Finger Squeeze The Palm Pinch The Dead Fish•
PowerPoint Presentation: • Standard space between people in conversation is about two feet To point, you may use the index finger, although it's impolite to point at someone To beckon someone, wave either all the fingers or just the index finger in a scooping motion, with the palm facing up To wave goodbye move your entire hand with the palm facing outward Introductions•
PowerPoint Presentation: • Addressing Business Colleagues Americans tend to be informal and insist on stayingon a "first name basis.“outside the office. On the first meeting use a title and their last nameun less they insist on using first names . Use titles such as “Dr.”, “Ms.”, “Miss”, “Mrs.”, or “Mr.”, followed by the last name. The letters “Jr.” after a man's name [ i.e., Arthur Dobson Jr. or Arthur Jr . ] signify that he was named after his father .•
Tricks to remembering names : • Tricks to remembering names Be interested Verify it Picture it written on their forehead Imagine writing the name Use word association Use it frequently Record the name in a "new contacts" file•
Business Card Protocol: • Business Card Protocol Never run out of business cards or BE WITHOUT a business card They are a personal reflection of you. Make sure they are never wrinkled, scribbled upon, with lines crossed out, or splattered from baby formula or your last meal. If one person asks for a business card, the other should offer his/hers in return. Never pass out business cards like you are "dealing cards". Keep them in a business card case and present them so that the recipient can read them right side up. It is polite to comment on the card before putting it away rather than immediately stashing it in a pocket without looking at it. When networking, keep your business card case handy in an easily accessible pocket. It's too difficult to rummage for cards at a stand-up reception while you are balancing a plate and beverage glass!•
Cubicle Etiquette: • Cubicle Etiquette Never enter someone’s cubicle without permission. Behave as though cubicles have doors. Do not enter before you have eye contact “permission” from the occupant. Try not to sneak up behind someone in a cube. Announce yourself at their doorway or lightly knock on the wall. Don’t loiter outside someone’s cube while you wait for him or her to finish a phone call. Come back at another time. Never read someone’s computer screen or comment on conversations you’ve overheard. Resist answering a question you overheard asked in the cube next to you! Keep your hands off a cube dweller’s desk. Just because there’s no door doesn’t mean you can help yourself to their paper clips. Post a sign or flag at your cube entrance to signal when you can be interrupted. Avoid making eye contact with people if you don’t want to be interrupted.•
PowerPoint Presentation: • Don’t talk through cube walls or congregate outside someone’s cube. For impromptu meetings, go to a conference room or break room. Don’t yell across the “cube farm”. Get up and move to the other person’s location. A good rule of thumb is to never eat hot food at your desk. Food odours can bother your hungry or nauseous neighbours. Use email or instant messaging to communicate silently with your co-workers. Use your “library voice”. Cubicle Etiquette•
If You Are A Smoker : • If You Are A Smoker Do smoke outside and always away from the quitter. Do keep your cigarettes and matches out of sight. They might be triggers to smoke. Wash your hands before getting back to work.•
Cell phone Etiquette: • Cell phone Etiquette Do’s Keep all cellular congress brief and to the point. Use an earpiece in high-traffic or noisy locations. That lets you hear the amplification, or how loud you sound at the other end, so you can modulate your voice. Tell callers when you're talking on a mobile, so they can anticipate distractions or disconnections. Demand "quiet zones" and "phone-free areas" at work and in public venues Maintain at least a 10-foot zone from anyone while talking. Don'ts Never take a personal mobile call during a business meeting. This includes interviews and meetings with co-workers or subordinates. Never talk in elevators, libraries, museums, restaurants, cemeteries, theaters, dentist or doctor waiting rooms, places of worship, auditoriums or other enclosed public spaces, such as hospital emergency rooms or buses. And don't have any emotional conversations in public — ever. Don't use loud and annoying ring tones that destroy concentration and eardrums. Grow up!
Never "multi-task" by making calls while shopping, banking, waiting in line or conducting other personal business.•
Washroom Etiquette: • Washroom Etiquette If you have made a mess please clean up In case TP has run out inform the management Make your own toilet liner Please flush after use Keep the toilet ready for ladies•
Mastering Dining: • Mastering Dining Whether you are at a casual lunch or a formal dinner, knowing dining etiquette will help put you and others at ease.•
Dining for Dollars …The Art of the Business Meal : • Dining for Dollars …The Art of the Business Meal Effective Business Entertaining - Host and Guest Duties Silverware Savvy - Navigating the Place Setting Body Language at the Table Handling Accidents Napkin Etiquette Seating Etiquette Eating Various Foods Toasting - Wine Etiquette Tipping - American and Continental Styles of Eating The Dos and Don'ts of Dining.•
Dining Etiquette: • Dining Etiquette Seating arrangements Before you take a seat, watch for a cue from your hosts. They might have planned a seating arrangement if they don’t, ask, “Where shall I sit?” Do not push your chair back and cross your legs until the meal is completely finished. When you are seated, don’t play with your utensils If you are the first to arrive at a restaurant, you can take a seat at the reserved table. Don’t order anything or eat any of the bread while you wait•
Dining Etiquette: • Dining Etiquette If your hosts don’t arrive at the scheduled time, wait for 15 to 20 mins and then call wait another 30 minutes. If they still have not arrived, write a note to leave with the maitre d’. It is also proper for you to tip the maitre d’ because you have occupied a table that would have otherwise been used by paying customers.•
Conversations: • Conversations A meal will usually begin with small talk Avoid any topics that are likely to be controversial or make others uncomfortable while they are eating•
Ordering Drinks and Food: • Ordering Drinks and Food Watch for any cues from your hosts. If they don’t order alcohol, you should refrain as well. They might indicate to you what price range is appropriate. A general guideline to follow is to order an entrée in the mid-price range and never order the most expensive item on the menu. If ordering tea or coffee, limit yourself to one or two packets of sugar. Another issue to consider when ordering your food is whether or not it can be eaten easily while carrying on a conversation•
Toast at the Meal: • Toast at the Meal Toasts can be given at family gatherings and business celebrations, but they are especially popular at weddings. The host gets first dibs on toasting. If you're not the host, wait until he has given his toast. Make sure everyone has a filled glass. Stand up, and politely ask the others to raise their glasses, or announce that you'd like to toast the guest of honor. Be brief and face the person you are complementing•
PowerPoint Presentation: • Entertaining For Business Success When eating out keep in mind: a) T he cost is sometimes shared with friends or colleagues. b) 'Getting separate checks' and 'going Dutch' refer to paying for your own portion of the bill. c) It is also common to 'split the bill,' where the cost of the meal is shared equally among the individuals . d) Americans don’t share meals when eating out. If you are invited out for a business meal, the host will usually pay.•
PowerPoint Presentation: • Table Setting Formal Dinner Place Setting 1. Napkin 2. Fish Fork 3. Dinner or Main Course Fork 4. Salad Fork 5. Soup Bowl & Plate 6. Dinner Plate 7. Dinner Knife 8. Fish Knife 9. Soup Spoon 10. Bread & Butter Plate 11. Butter Knife 12. Dessert Spoon and Cake Fork 13. Sterling Water Goblet 14. Red Wine Goblet 15. White Wine Goblet•
American Dining Style: • American Dining Style Hold the fork in the right hand and use its tines up when raising food to your mouth Rest the fork handle on your middle finger with your thumb and index finger gripping the handle Switch the fork to the left hand and hold the knife in the right to cut food Place the knife on the upper edge when you have finished using it Switch the fork back to the right hand. If you’re left-handed, reverse these directions and cut with the knife in your left hand. Social Entertaining•
Guidelines for Handling Utensils: • Guidelines for Handling Utensils Never place any used utensil on the table - Lay these utensils on your plate Don’t prop the utensils against the plate with the handle resting on the table The manner in which you lay your utensils on the plate communicates a message to the wait staff•
Glassware: • Glassware Water goblet bowl shaped glass with a stem Red wine glasses - tulip-shaped bowl, - and when used, it I never filled more than half White wine glasses - has straight sides, is usually smaller the than the red wine glass. - It is not filled more than three quarters . All-purpose wine glass - It usually has straight sides and can be used for either red or white wines Champagne flute - It’s tall, cylindrical shape helps keep the champagne bubbly•
At a Buffet : • At a Buffet Do not drink excessively NEVER double-dip food D o not overfill your plate U se provided utensils for putting food on your plate, not your personal fork A lways cover your mouth and turn away from the food when coughing or sneezing•
Using Napkin: • Using Napkin Napkin should not be tucked into your collar or placed anywhere other than on your lap When needed, pat your lips with the napkin, rather than using a “washing” motion Leave the napkin on your lap during the meal until you’re ready to leave Your hosts will signal that the meal is over by laying their napkins on the table•
PowerPoint Presentation: • Business Negotiations - American Swift Business Approach “Small talk" about unrelated topics is generally practiced a) To ease tensions b) To create a comfortable environment before entering into business matters Company policy is always followed regardless of the negotiator American business people often try to extract an oral agreement at the first meeting•
PowerPoint Presentation: • Do’s of Business Communication A firm handshake and good eye contact is appreciated. Awareness of cultural difference, respecting and creating a suitable work environment leads to positive communication in business dealings with the Americans. Speak slowly and clearly for the other person to understand you. Do not interrupt ever and be a good listener. Do not beat around the bush but be clear and precise in what you want.•
Behaviour: • Behaviour Business conversation may take place during meals. If you do give a gift, it should not appear to be a bribe. If you are someplace with a line or queue, go to the end and wait your turn. Do not use or chew on a toothpick in public. Ask permission to smoke before lighting a cigarette or cigar.•
Office Party Etiquette: • Office Party Etiquette Even though the music is playing, food and alcohol is being served, and people are laughing – the office party is a business function. Keeping this in mind before your every action can only lead to successful behaviour. Arrive on time, mingle, speak to the boss, eat a few hor d'ouevres, thank the host, make a graceful exit. Upon arrival, don't head straight to the bar or food table. Circulate the room before you make your plate or get a drink A lways keep the right hand clean and free to shake hands If you have clients that are attending the party, remember they are your responsibility. You should stay close by, make sure they have plenty to eat and drink, and introduce them to the most important people.•
PowerPoint Presentation: • Eat and drink in moderation. If the party is being held away from the office determine what is the proper attire before you and your companion arrive. If the party is formal, wear formal dress. Women should wear conservative party dresses. Leave the revealing and bright colored dresses for strictly social affairs and not the office party. If spouses of employees are invited, make sure they are recognized and treated as real people and not as an appendage. Include them in your conversations and talk to them about their own interests. Office Party Etiquette•
Your Behavior speaks volumes...: • Your Behavior speaks volumes... You can not talk yourself out of what you behave into.•
Our Attitude : • Our Attitude Our actions are determined by our attitude …. On the streets, in my office, at home In the cafeteria Towards my self, my clothes, my time ….. When nobody is watching Am I aggressive,assertive, submissive?•
Our Attitude: • Our Attitude Your attitude speaks so loudly, that I can not hear what you say
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• Understanding Yourself & Others• Organizational Development: Key to Being a Workplace of Choice"• Personality Development• Problem Solving and Conflict Resolutions• Motivational and Attitudinal Workshop• Negotiation Skills• Conflict Resolution Emotional Mastery- Emotional Management• Irresistible Communication and Rapport - Communication & Relationships• Inner Time Management - Peak Performance, Fulfillment• Beliefs of Excellence - Attitude, Personal Beliefs• Deliberate Thinking - Thinking Strategies• Developing Inner Power- Habits, Emotional Management, Beliefs• The Art of Excellence - Modeling Excellence in Work, Life and Thinking• A FAB Life (Fulfillment, Achievement, Balance) - Core Values, Vision,
Mission, Time Management, Goal Setting• Business Presentations Skills• Public Speaking• Success through Positive Mental Attitude• Power of the Sub-Conscious Mind• Personal Effectiveness for Personal & Professional Growth• Interpersonal Skills• Mind Control Skills• Business Etiquette & Manners
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