BUSINESS ETIQUETTE [Autosaved]

8/7/2019 BUSINESS ETIQUETTE [Autosaved]

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BUSINESS ETIQUETTE


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LEARNING OBJECTIVES

This workshop will reassure you that you can handle most of thosesocially difficult moments, and perhaps give you that extra edge inareas that you d never thought of before. Specific skills we ll workon include:

Become more skilled at networking, from making introductions toshaking hands and using business cards appropriately.

Be better prepared for both formal and informal meetings, even if you aren t presenting.

Dress appropriately for every business occasion.

Feel comfortable when dining in business or formal situations. Feel more confident of your business communication in every

situation. Give you that extra edge that establishes trust and credibility.


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TEST YOR BUSINESS ETIQUETTEMultiple Choice1) You are greeting or saying goodbye to someone. When is the proper time to shaketheir hand?a) When you are introducedb) At their homec) On the street

d) When you say goodbye

2) You are in a restaurant and the waiter is coming toward you to serve wine. You don twant any so you turn your glass upside down. Are you correct?a) Yesb) No. Just say, No thank-you.

3) When you greet a visitor in your office, do you:a) Say nothing and let him/her find a place to sitb) Tell him/her where to sitc) Say Just sit anywhere


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4 ) You ve forgotten a lunch with a business associate. You feel terrible and know he/she is furious.Do you:a) Write a letter of apologyb) Send flowersc) Keep quiet and hope they forget about itd) Call and set up another appointment

5) You are talking with a group of four people. Do you make eye contact with:a) Just the person you are talking to.b) Each of the four, moving your eyes from one to another.c) Nobody in particular. Don t look directly into anyone s eyes.

6) A toast has been proposed in your honor. You say thank you and take a sip of yourdrink. Are you correct?a) Yesb) No


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7 ) You meet an acquaintance and several business associates. Your acquaintanceintroduces you to the others but introduces you incorrectly. You:a) Say nothing.b) Make the correction casually and then shake hands. Don t refer to it again.c) Put a tinge of annoyance in your tone as you make the correction so your friend

will know better next time.

8) Your fork is accidentally knocked to the floor during a meal. You:a) Make a dive for it and rescue it, wipe it off with your napkin, and continueeating.b) Eat with your spoon until a waiter notices and replaces it for you.

c) Discreetly catch the eye of a waiter and have them bring you another forkand rescue the utensil.


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9 ) When you are ready to leave a dining area after a meal youshould place your napkin:a) On the chairb) Refolded and on the plate

c) Crumpled to the left of the plate

10) The proper way to butter a roll is to:a) Cut it in half with a knife, butter both pieces and eat first one half and then the other.b) Tear it open with your hands, butter one half and eat it, then thesecond half.c) Cut it completely with your knife or thumb and forefinger, andtear off little bits. Butter each bit and eat it.


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Tr ue o r False

1) Once you pick up a piece of cutlery it shouldnever touch the table again.

2) Standing up when you are speaking on thetelephone will enhance the quality of your voice.

3) The appearance of your briefcase says as muchabout you as your clothes


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4 ) At a business lunch, because time is limited,begin business discussions as soon as you sitdown.

5) Try to pass out as many business cards asyou can at social functions. This is the first ruleof networking.


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ANSWERS

1) Once you pick up a piece of cutlery it should nevertouch the table again.TRUE: After using your knife, for example, rest it on theside of your plate, not on the table.2) Standing up when you are speaking on thetelephone will enhance the quality of your voice.TRUE: The listener can hear your smile as well.3) The appearance of your briefcase says as much

about you as your clothesTRUE: It may not send a message that is quite as clear,but a stuffed, disorganized briefcase of poor qualitydoes not enhance your image.


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4 ) At a business lunch, because time is limited,begin business discussions as soon as you sitdown.

FALSE: Good manners indicate you enjoy a bit of small talk and most of the meal before gettingdown to business. A good time for getting downto business is during coffee and dessert.5) Try to pass out as many business cards as youcan at social functions. This is the first rule of networking.FALSE: We will cover this topic later on today.


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Essay Questions

1) How do you know which piece of cutlery to use at a formal dinner?ANSWER: Start with the cutlery which is furthest away from your plate.2) How do you know which side plate is yours at a dinner meeting?ANSWER: Your side plate in on your left3) Should you reuse your plate or utensils during a buffet meal at arestaurant or hotel?ANSWER: You shouldn t have to reuse your plate or utensils. If you don tsee replacements, catch the eye of the server. At a private party, use yourhead and reuse your plate if it seems advisable.4 ) What are the rules for eating soup?ANSWER: Always spoon your soup away from you.5) Must you serve the wine that a guest brings to a dinner party?ANSWER: No, thank them and tell them you will enjoy it later.


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T he Handshake

Deg r ee of fi rm ness

Your grip should be firm rather than weak. However, you don t want yourhandshake to be painful to the other person. Consideration is appreciated.Be especially considerate if you are shaking hands with someone in a

receiving line who has many more hands to shake, someone who iswearing a lot of rings, or who is obviously elderly and perhaps fragile.Dr yness of hand

We all prefer to shake a hand that is dry. While you typically don t want toobviously dry your hands before greeting someone, this is perfectly

acceptable if you have been holding a cold glass. Similarly, if you are at thebuffet table and have been eating, it is expected you would wipe yourhand on your napkin before extending it to be shaken.


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Depth of g r ipA handshake is palm to palm. Generally you will place yourhand so that the web between your thumb and forefingermeets the web of the other person s hand briefly.

Your hand remains perpendicular. If your palm is facing up,this may be construed as a sign of submissiveness. Similarly,if your palm is on top, it can be seen as a sign of aggressiveness.Du r ation of g r ip

The perfect handshake is about three seconds. You cangently pump once or twice but this is not necessary. Thenpull back your hand, even if you are still talking.


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Eye contactWhile this will vary from culture to culture, in North America weexpect the personshaking our hand to make eye contact with us. Have something tosay as you shakehands, if possible. It doesn t require anything witty. You can evenuse the old stand-by, Pleased to meet you. These few words setthe stage for some small talk that can be the beginning of a newbusiness relationship. Grasping the top of the other person s handwith your other hand, so that their hand is enveloped in yours, mayvery well signal warmth and affection. However, this may be seen aspatronizing and too familiar for an introductory handshake. Savethis handshake for a meeting with an old friend.


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B usiness Ca r d E tiquette

When it comes to giving out your business cards, keepthe following tips in mind.Don t hand out your business card to everyone youknow, as if you are spreading the wonder of who youare. First see if people need or want your card. Handingout your cards like chewing gum makes you seem like acheap salesperson not the image you want to project.Make sure your business cards are clean and in goodcondition. They are a part of your business image. Abusiness card that is dirty or curled at the edges leavesa poor first impression. Use a business card case tokeep your cards clean and fresh.


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When you receive a card, take a moment to look at it.Make a positive comment about some aspect of thecard: the logo, the company name, or businesslocation. This shows respect for the other person anddemonstrates your interest in them.As well, this is an excellent way for you to find outmore about them, such as their job title. It also helpsyou remember their name, or reminds you of theirname in case you forgot a very common occurrence.After you ve looked at the card, place it carefully in acard case or in a front pocket, not a back pocket. Treatthe card with respect


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Be careful about writing on people s cards. Now, thisgoes against convention with most networking booksand articles. But in many cultures, specifically withpeople from Asia, a business card is an important partof their persona, and should be treated with respect.People spend time and money designing a professionalcard and may not appreciate your writing across it. If you need to record information, write on the back, notthe front. And ask first, Do you mind if I write on your

card?Don t leave home without your cards. You shouldn tgive your cards to everyone you see, but have themready when you need them.


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If someone hands you a card that you don t want,don t refuse to take it. Accept it, look at it, andput it in a pocket. Throw it out later.

When your cards are damaged or out of date,print new ones. If you start crossing outinformation on a card and write new informationon top of it, it makes it difficult to read and looks

messy. Business cards are part of your image.Make sure yours are well designed and up todate.


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T he Skill of Making S m all Talk

Small talk has a bad reputation. Sometimes we think of it as the poor cousin to a real conversation. However,without small talk, many of us will never get to those

real conversations.Small talk helps us put others at ease and make themcomfortable.Small talk breaks the ice and goes a long way towardfurthering a relationship.The ability to make small talk can help us buildbusiness, develop our networking skills, get friends,maintain relationships, and even find us jobs.


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W hen you a r e out with a gathe r ing of f r iends,do you find it easy to just chat awaywithout thinking of what to say next?


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How about when you get th r own in with agr oup of people you don t know?


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For most of us, the second type of conversation is much more difficult. Why?What happens? For one thing, we ve heard somuch about only having a few seconds tomake a good impression that many of us staysilent for fear of being judged. However, we

are still being judged when we are silent, sowe may as well speak up.


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W he r e do you find topics of conve r sationthat you can b r ing up at the next pa r ty o r office get-togethe r ?


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W he r e can you get so m e good conve r sationalopene r s?


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W hat a r e so m e ways you have successfullysta r ted conve r sations with people you didn tknow?


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W hat wo r ks?W hat doesn t wo r k?


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Exit Lines

No matter how seriously you try, not all

conversations can be made into engagingdiscussions. Eventually even goodconversations may come to an end. Tell theother person how much you have enjoyedspeaking with them and go on to meet otherpeople.


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W hat a r e so m e exit lines that let you b r ing aconve r sation to a close?


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Do You Re m e m be r Na m es?

To use the excuse, I m just no good withnames is just not acceptable if you want towin at the art of interpersonal relations and if you want to make the best impression youcan on the people you do business with. Sohow do you remember names?

Probably rule number one should be that youwant to remember names. Think of it as askill you are developing through practice.


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Repeat the name after you ve beenintroduced. Then use it again as soon aspossible, to underline the name in yourmemory bank. Repetition helps.Look at the person as you say his/her name.Note anything visual about that person thatwill help you anchor that name in yourmemory.


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If you are given a business card at some point inthe conversation, take time to look at the cardand the person s name.

For visual learners, actually seeing the namehelps keep it in your memory.If you have a journal, get in the habit of writingdown the names of the people you meet at afunction or during the day.This activates your kinesthetic learning and is justone more opportunity to fix the name in yourmemory.

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BUSINESS ETIQUETTE [Autosaved]