The document provides an overview of a business etiquette presentation by Lynda Kavanagh. It begins with biographical information about Lynda Kavanagh and her experience in marketing, public speaking, and tourism. The presentation outline includes sections on visual etiquette related to grooming and appearance, vocal etiquette regarding telephone manners and word choice, verbal etiquette concerning email and office etiquette, and social etiquette at events. Key messages are that etiquette influences how people judge you and your business, and that visual, vocal, and verbal etiquette should be considered.
1. Business Etiquette Presented by Lynda Kavanagh - The “WOW” Gal WOW Copyright @ WCC You never know who’s watching you and your etiquette! Someone is always watching…
I have enough material to do a minimum of 8 hour workshop.
Emily Post, updated Grandma. Writes for Good housekeeping and other Hearst publications.
10 most common Etiquette Faux Pas Inappropriate language Disregard of others’ time Inappropriate dress and poor grooming Misuse of the telephone Failure to greet someone appropriately … .. continued
5 more …. 6. Poor listening skills 7. Disregard of shared property and other’s space 8. Embarrassing others 9. Poor table manners 10. Not taking responsibility when you make a mistake ….. WOW THAT’S A BIG ONE! HOW CLASSY!
Out loud…Etiquette Awareness Quiz LV CLICK TO BRING DOWN EACH QUESTION
First Impressions count: Good manners include impressions we make on people … how do we want to be treated? Part of etiquette is how we come across to others . Appropriate appearance demonstrates respect for OURSELVES, for others and for the situation. Although we went through a “casual Friday ” time … things have gone back to the “old rules” of appropriate attire. What is appropriate in a social situation, may not be appropriate for business .. A vise versa. Appearance counts and it pays …. to pay attention. Packaging is important in retail – consider why you pick up a new product – often it is the packaging. What does your packaging say? We aren’t just being vain … fact is … people will size you up … based on how you look and move…. Fair or not fair!!!! Like it or not … people judge us by the way we look… our hair … clothes … jewelry … makeup … facial hair etc. OKAY OKAY… I HEAR YOU! Of course you have a choice … free to conform or not conform to business etiquette….. BUT…. … . Just be prepared to live with the consequences.
What Etiquette message are you sending? A professional presence means you are someone who is … Well groomed Dresses appropriately for the occasion Conducts himself/ herself with assurance You are sincere. Our manners are also judged in three ways: Visual, Vocal and Verbal Visual is what can be seen – your clothing, your body language, facial expressions etc The Vocal component is how a person uses his or her voice. The Verbal aspect is the words we choose.
What’s your …. Visual Message? Visual is: Body language, posture, confidence, gestures Posture Confident walk Distracting mannerisms Good Grooming Clothing By The Way … Hats ALWAYS off … ENTER A BUILDING
Continuing with Visual …. Distracting mannerisms Most of us don’t know we are using distracting mannerisms What are distracting mannerisms? See if any of these apply to you? … CLICK LV ACTUALLY DO THIS…. WHILE READING FROM SCREEN Scratching or picking at yourself. * Playing with hair. Combing hair in public. * Drumming fingers. Tapping feet. * Applying makeup. Picking Teeth. … CLICK Moving tongue around *Fidgeting. Yawning. *Straightening paper . being talked to. Clicking pens (person in Video) * Chewing gum. Crowding personal space. Ask your family and friends if you do any of these. Again…. Video tape yourself in a casual discussion with friends and observe … can be humbling experience.
Good Grooming is part of Visual: Grooming means paying attention to the all-important little details that add polish to your professional presence. Most of us do this by habit … good idea to stop and reevaluate our routine. Are we doing all that we can? Often it is a combination of …. Little things … that breakdown our visual impression A well dressed woman … run in stocking A well dressed man … perspiration stains … or food on tie. Polished shoes…. Vs scuffed shoes LV always looks at a man’s shoes… tells me lots!
More– Good Grooming Good Grooming checklist – For Both Men and Women.: … CLICK Hair out of face and styled. … CLICK Hair is clean … free of dandruff. … CLICK Nose and ear hairs clipped. … CLICK Ears clean. … CLICK Glasses fit and clean. … CLICK NO glasses hanging on chains. … CLICK Clean white teeth. … CLICK Fresh Breath. …. Coffee … CLICK Fingernails clean and filed. … CLICK Limited perfume … aftershave … CLICK
Specific … Good Grooming – Men Trimmed mustache & beard. No 5:00 shadow. Hair neat and tidy No rule about length as long as it is styled and out of face
Visual – Clothing Checklist – Men: No undershirt showing For the business man …. Well-knotted tie .. Ends in the middle of the belt Tie size appropriate for the current style No cartoon ties… depending on job… Mid-calf length socks .. Elastic .. Not at ankle …. Not white athletic … match the color of pants Jewelry … watch … ring … tie clip … perhaps logo pin. NO HATS! Rule of thumb … hat comes off when entering a building … exception … sporting centre
Specific … Good Grooming – Women No facial hairs. Lipstick blotted (not on teeth) Lipstick appropriate color (should not be the first thing you see) Makeup .. Not visible … blended Conservative non-chipped nail polish. Hair: Good cut… out of eyes … not frizzy (bad perm)… not too fancy with jeweled barrettes etc.
Visual – Clothing Checklist – Women: Hide slip & bra straps. Underwear doesn’t show through fabric. For work - Avoid clothing with designer labels that show….. Nike is a good example of logo on everything. Okay for casual. Hosiery runs… snags … sags Jewelry … watch … necklace .. Earrings … one ring per hand … nothing flashy or distracting. Skirt hem should not show below coat. Avoid casual shoes (running)… flat or mid sized heel appx 2” … avoid stilettos … keep them for Friday night Skirts – no slits … maximum 3” above knee Avoid lace … save that for Friday night with the Stilettos
Visual – Clothing Checklist – Women: Hide slip & bra straps. Underwear doesn’t show through fabric. For work - Avoid clothing with designer labels that show….. Nike is a good example of logo on everything. Okay for casual. Hosiery runs… snags … sags Jewelry … watch … necklace .. Earrings … one ring per hand … nothing flashy or distracting. Skirt hem should not show below coat. Avoid casual shoes (running)… flat or mid sized heel appx 2” … avoid stilettos … keep them for Friday night Skirts – no slits … maximum 3” above knee Avoid lace … save that for Friday night with the Stilettos
Etiquette Messages through Vocal - how people hear you LYNDA JUST READ … NEXT SLIDES DESCRIBE: Telephone Etiquette Voicemail Cell phones
# 2 of Vocal – Telephone Etiquette. Business has two entrances – the front door and the telephone. Most businesses get far more telephone calls than walk ins. Your telephone behavior should not make people “re-think” doing business with you. Most people don’t realize how rude they come across on the phone . People assume ….. Can’t answer the phone politely … how can they trust you to do business with them? Answering the Phone with Finesse: Phone is the most convenient….. intrusion …..ever invented. Handy ….. Comes to ….. dialing out … but receiving … enormous disruption … interrupts us … sidetracks us … imposes the caller’s priorities on top of our own. Of course the caller doesn’t realize this is what is happening at your end. … Not … caller’s fault that this is the 7 th call about the same thing ….and ….you are trying to get ready for a meeting . Etiquette requires … caller …. SHOULD NOT be unaware of these things … that you sound professional … pleased to hear from them … ready to deal with their request or concern …. NO MATTER WHAT THE REALITY IS! The Telephone can be one of the most important sales people for your business.
Telephone Quiz: Answer yes or no to these questions ….. AS A GROUP! …CLICK …. (LYNDA – THE ANSWERS TO ALL ARE YES) Do you answer your phone within one to three rings? …CLICK …. Does your answer include a greeting, such as “Hello” …”Good morning”? …CLICK …. Does it include your full name, rather than just your first name? Your first name is too informal Your last name is too abrupt. ….. “Hello” Elliot here -----------YICK …CLICK …. Does it include a verb – as in “Hello, this is Debra Elliot” or “Hello, Debra Elliot speaking .” …CLICK …. If you share an extension, does your answer include your department’s name? “ Hello this is Debra Elliot in Accounts Receivables” …CLICK …. Is your greeting fewer than 10 words? Any longer the caller gets worn out listening to your greeting. Good day this is Debra Elliiot with Max, Meyer and Messier, thank you for calling… how can I help you….. …CLICK …. Do you smile when you answer? SMILE EXERCISE
Telephone Tag: It happens … leave some information about how important the call is “ Just wanted to touch base … great if we could talk within the next 2 days.” This shows person it is not urgent to call back. “ I’m working on a report and if possible could use this information this morning. Of course … no pressure if it is your mistake… Don’t place this call at 11:30 Make an appointment. “ Bob rather than playing telephone tag. I will pencil in to call you at 10 tomorrow a.m or 3 in the afternoon? Call and let me know if these work for you. Tell them the time that works for you. “ I’m always in my office between 7:30 and 9 a.m., that’s the easiest time to reach me.” If applicable, give them your email to correspond by email. Return ALL calls. Mark of a true professional is someone who is polite to everyone … including telemarketers !!! It is polite to return your phone calls…. There is a reason why someone is calling you… could be important opportunity for you … don’t pre judge. Bottom line .. Return all your phone calls … not just the ones you feel are important. Yes this does take time but … learn to say “thank you for your call but I am not interested.” …. Say it… was that hard? Severs the call but also is polite. Screaming at a telemarketer … a sales person … a request for a donation … is rude … not interested … just say “thank you but no”. These people are just trying to do a job and make a living … don’t need to be abused by you. Also sales people … can be potential customers also. Failure to return calls is the most common business complaint. If you don’t call back… they keep calling .. Don’t know if you got the message. Good rule of thumb is to return a call within a maximum of 24 hrs. Basic component of courtesy … if you can’t return call … have someone else call. Remember if you say you will call someone on Wednesday – do it … otherwise … standing them up ! Same as an appointment. Don’t become a liar.
Verbal Etiquette through the words we use… words that people hear. One is…. Voice Mail: Bottom line … same courtesy as returning phone calls. Voice mail (or answering machine) much better than letting the phone ring and ring . In business it is considered rude to let your phone just ring….. Remember 3 rings Part of the purpose of the call can still be completed using voice mail. Like any other message .. IDEAL - RETURN within 24 hours ….. Max 48 hrs Should not be used as a screening devise Establish your Message Greeting: Identify yourself … full name Keep message short… to the point. today’s date … allows people to know that you are actually in the office. When you will return calls … “This afternoon or tomorrow at the latest.” Ask them to leave their name .. Phone number and brief message . Don’t lie in you message: You’ve said … I’ll call call you back…. So therefore… YOU MUST! Don’t make them feel unimportant: I’m busy right now but will call you back when I can….
Verbal messenger – E- Mail: ….. 8.7 emails sent daily ….. 108 minutes each day There are some email curtsies to remember: Unwanted emails (Spams) do not need to be replied to Actually shouldn’t .. Know they have a live one Use your rules or screening options to delete some of these Don’t use out of office automatic responses Acknowledge emails If someone sends you an email – must reply If they send a file you need – reply to say you got it. Acknowledge receipt of the email … otherwise people don’t know you got it. …. Sitting around waiting They keep emailing until they know you have it. Just like returning telephone calls … need to reply to them so people know you receive them 24 hours reply or send customers and current emails a notice (not automatic) Gone for a long time… have someone monitor Or can check from hotels and Internet cafes Watch what and how you write Typos and spelling reflect badly … put in automatic spell check Email tends to be done quickly and can be perceived as abrupt …. Take a breath before you reply …. Re read before SEND…. Remember people can forward or print your email – be discreet Don’t use business emails to forward jokes… ask people first …
Office Courtesies: You don’t choose your co-workers … and they didn’t choose you Must learn to deal with clashing personalities … different work styles … need to just get along Deadlines … work pressures … can make people … irritable NO EXCUSE FOR BAD MANNERS Need to respect other people You choose to … work in …. respectful environment …rather than… confrontational environment.
Office Courtesies – Personal Space.: Some people spend more … waking hours …at the office …. home. Like to “personalize” their space Remember your space tells a lot about you so … personalize it but keep it professional .. Clean … organized. People tend to have more respect for a person’s space if it is organized and tidy. Treat an office space / office / cubicle as if it were that person’s home. Would not walk in unannounced? Would not riffle through desk? Would not take at TV from their home … why would you take a stapler? Without permission. Ask permission to enter an office … borrow … move or use equipment. Return promptly if borrowed. When you borrow … tell them when you will return it and then …. DO IT. If you break or damage … don’t offer to fix … just fix it or buy a new one and explain when you return it. What do you do if people don’t respect your private space? Confront them: If you walk into someone’s office and see your stapler… “ I’d like my stapler back. Please check with me before you borrow it next time.” If you find someone in your office before you arrive at work… “ Next time you arrive at my office before I do, please wait outside.” Don’t get angry, just state the fact and what you would like them to do next time.
Office Courtesies – Office Machines: Leave it as you found it … tends to be the guideline . Learn how to use it… don’t always ask person closest to machine to show you You would not rearrange someone’s desk … so why is it okay to change the photocopy equipment to legal size when most people use letter ? If you are out of the norm … change it back when finished. You wouldn’t listen in to a person’s conversations … why would you read a fax directed to them? There is always someone in the office who does not respect office equipment Think that it is their own private machine Or … think it’s someone else’s job to fill the paper in the photocopies … very arrogant … very rude Whether it is the photocopier, printer, fax machine, last cup of coffee … etc. when you walk away from it … make sure ready for next person.
The Perplexities of Placement! Food dishes are to the left Drink containers are to the right Glasses: White wine has smaller bowl than red wine glass Usually only one wine glass at lunch placement Water glass is the largest … often filled immediately when you sit down. Utensils: Canadian restaurants usually don’t follow formal settings Most common setting: Outside in
Outside In: Click to bring in arrow. Your bread and butter plate. CLICK Your salad and entrée plate will be placed here CLICK Wine glass and water glass (Water Glass larger, white wine thin goblet, red wine fatter goblet CLICK Your cup – to the right CLICK Your napkin – to the right CLICK Your utensils … outside in … salad fork, entree fork … (outside right) soup spoon … entrée knife .. Salad knife CLICK Extra utensils, teaspoon for coffee, or spoon / fork for dessert
Miscellaneous tips: CLICK TO MOVE TO NEXT If the wine is cold (white), hold the glass by the stem – don’t want to warm up the wine. If the wine is red, hold the glass by the bowl or stem Left handed people still drink wine with the right hand (otherwise they may incorrectly place the glass back on the left side …. Remember … glasses always on the right!) Always hold the coffee cup by the handle … not the bowl If the soup bowl has 2 handles, you may pick it up by the handles and sip from the bowl … If not use a soup spoon. Eat soup by spooning away from you … start in the middle, scoop away…. no slurping! Hold Soup spoon between thumb and first two fingers CLICK USE SPOON TO SHOW When finished with your soup, leave the spoon on the plate under the bowl, not in the bowl. Don’t crunch crackers into the soup Butter knife –may be on top of the bread plate or may be on your left. Rip bread don’t cut because soft … or crumbs. The Dessert can be eaten with a spoon or fork whichever is appropriate, either should be kept in the right hand.
Conclusion: Power of Politeness Most common Faux Pas First impressions count Visual Etiquette: Body language, posture, confidence, gestures Distracting mannerisms Good Grooming Clothing Verbal and Vocal Etiquette: Giving and accepting compliments Telephone … voicemail Etiquette Speaker phones/ teleconferencing Cell phones Social Gatherings: Dining out – Lunch & Supper Business parties Tradeshows
