Presented by Tisha Norman

Business Etiquette 101

•  Good manners •  Appropriate behavior

used in different environments

Definitions

What is etiquette?"

What We’ll Cover: •  Dressing the part •  Mastering introductions •  Handling business meals

and parties •  Gift-giving and receiving,

including thank-you notes •  Exchanging business

cards •  Telephone, fax, and

email protocol

The first impression you make could last a lifetime. Your appearance is a non-

verbal form of communicating who you are and what’s

important to you.

It takes 3–15 seconds to assess an individual based

on appearance alone.

Dressing the Part •  Formal policy: documented, written, company policy •  Informal policy: undocumented and based on

judgment and environment

Dressing the Part

1. Business formal: Standard dressing for men and women is a suit, a jacket with pants or skirt, appropriate shoes, and accessories.

3 Categories of Dress Code

Dressing the Part

2.  Business casual: Dress that is comfortable for work can include pants, skirts, dresses, or casual suits. No beach- wear or athletic wear.

3 Categories of Dress Code

Dressing the Part

3.  Dress down/casual days: typically Fridays; can include denim; still has rules that apply on appropriateness.

3 Categories of Dress Code

Dressing the Part Inappropriate Dress •  Reveals too much skin •  Wrinkled, torn, unkempt, worn •  Hair, makeup, and nails of

wild colors and lengths

Always keep nonverbal communication in mind.

Disclaimer: Not all work

environments operate with the same general rules

of appropriateness.

Always refer to dress code guidelines and office role models — such as HR, your boss, and upper-level management.

Dressing the Part

Dress for where you’re going, not where you are.

Dress for the job you want, not the job you have.

Mastering Introductions Introduce people in the order of job or function status from lower to higher:

1.  Younger to older 2.  Junior to senior-level ranking 3.  Business staff to clients 4.  Family to business professionals at business functions

Mastering Introductions

Elements of an Introduction

Title and full name first

Add a relevant piece of information.

Repeat to introduce the other person.

Mastering Introductions

Responding to an Introduction

Be attentive, responsive, polite,

and friendly.

Acknowledge the introduction with a greeting comment.

Repeat their name at the end of the

acknowledgement.

Master the handshake. §  Firm vs. limp §  Web to web §  Connect §  1 to 2 pumps vs.

repeated pump action

§  Avoid holding handshake

§  Hand sanitizer

Mastering Introductions

Mastering Introductions General Tips:

•  Use Mr. and Ms. in formal settings.

•  Never brag. •  Focus on being memorable

and courteous. •  Follow the 90/10 rule.

Exchanging Business Cards •  Wait for a request or a natural

point in the conversation to offer your card.

•  Handle others’ cards appropriately.

•  Discard cards discreetly. •  Write information on the back

of cards. •  Wait for senior-ranking

professionals to request a card or offer theirs before offering them a card.

Purge your business card database every 6–12 months.

Exchanging Business Cards

Business Meals and Parties

Table Manners 1. Wait for others to be

served before eating. 2. Follow the lead of the

senior-ranking professional or host.

3. Pass and accept food. 4. Break off smaller pieces of

bread before eating them.

5.  Keep your napkin in your lap.

6.  Don’t talk with your mouth full of food.

7.  Turn the ring off on your cell phone. If you must take a call, excuse yourself and take it away.

Table Manners

Fundamental Rules •  Follow the lead of the host

regarding alcohol and never exceed personal limits.

•  Keep your elbows off the table.

•  Arrive early.

Paying the Bill Be prepared. •  Have your money ready

at business meals. •  It’s never good etiquette

to make a scene over who pays the bill.

Giving and Receiving Gifts Consider the reason for the gift.

§  To say thank you §  To show appreciation or recognition §  Other motives

Risks in Giving Gifts

§  Could mistakenly indicate an endorsement

§  Could be perceived as romantic

§  Might be too showy, grand, or distasteful

§  Could indicate a motivation to establish a new business relationship

§  Might be perceived as an effort to make up for poor performance or a mistake

§  Does this carry any discriminating message?

§  Is the gift too personal? §  Could it be shared with

family members or children?

Gift Appropriateness

Rec

eivi

ng G

ifts

•  Should fall within the organization’s policies of gift receiving from vendors

•  Obtain corporate/executive approval before accepting gifts outside of these policies.

Gift Ideas 1.  Books 2.  Movie tickets 3.  Gas card 4.  Family DVD 5.  Lunch totes 6.  Pouch mugs 7.  Picture frames

Rockhurst University Continuing Education Center, Inc.

Thank-You Notes

Handwritten and mailed, never emailed

Be timely and send a thank-you within 1 week of receiving the gift.

Include a personal remark about the gift.

•  Accumulate gifts, even if it’s not the gift-giving season.

•  Keep thank-you notes on hand. •  Presentation is everything.

Gift-Giving Tips

Communication Etiquette

1. Relevant business and communication channels are used more than ever.

2. Convey your message to others. 3. Clear, concise communication 4. Timely and efficient

Communication Etiquette

5.  Be clear on who the information is from and who it is going to.

6.  Include information on 1 topic only.

7.  Make sure it is timely and the call to action is mentioned succinctly.

Telephone Etiquette

•  Answer calls with a clear greeting of who the caller has reached.

•  Vary the greeting.

Answering the Call

•  Give identification. •  Don’t make the receiver ask you

who you are. •  Be prepared.

Making the Call

Telephone Etiquette

•  Don’t chew gum, eat, or drink.

•  Let your personality and professionalism come through.

•  Take notes. •  Smile!

Fax Etiquette •  Include a cover page. •  Ask for confirmation receipt

in the notes section. •  Call ahead and notify

before faxing if you’re sending sensitive information.

•  Confirm delivery.

Email Etiquette

1.  Make sure that all information is provided. 2.  Stories are not appropriate in

business emails. 3.  Name, phone number, email address, fax

number, and company address should be included on the email signature.

4.  Become familiar with acronyms that may be included

5.  BCC: Avoid using as it can indicate a message of distrust.

6.  Use standard, black 12-point fonts.

When you get in the habit of practicing suitable behaviors in various situations, you’ll become more comfortable meeting people, making excellent first

impressions, and developing important relationships.

In Closing

Applied knowledge is power.

Welcome to Business

Etiquette 101 Q&A

With Tisha Norman

for joining us today! Thank you