business etiquette

Business Etiquette

Corporate Training Materials

Instructor Guide

TABLE OF CONTENTS

Preface ..............................................................................................................................................1

What is Courseware? ................................................................................................................................ 1

How Do I Customize My Course? .............................................................................................................. 1

Materials Required ................................................................................................................................... 5

Maximizing Your Training Power .............................................................................................................. 6

Module One: Getting Started .............................................................................................................7

Icebreaker: Friends Indeed ........................................................................................................................ 8

Housekeeping Items.................................................................................................................................. 9

Pre-Assignment Review .......................................................................................................................... 10

Workshop Objectives .............................................................................................................................. 11

Action Plans and Evaluations .................................................................................................................. 12

Module Two: Understanding Etiquette ............................................................................................. 13

Etiquette Defined .................................................................................................................................... 13

The Importance of Business Etiquette .................................................................................................... 14

Module Three: Networking for Success ............................................................................................. 15

Creating an Effective Introduction .......................................................................................................... 15

Making a Great First Impression ............................................................................................................ 17

Minimizing Nervousness ......................................................................................................................... 19

Using Business Cards Effectively ............................................................................................................. 21

Remembering Names ............................................................................................................................. 23

Module Four: The Meet and Greet ................................................................................................... 25

The Three-Step Process ........................................................................................................................... 26

The Four Levels of Conversation ............................................................................................................. 28

Case Study ............................................................................................................................................... 31

Module Five: The Dining in Style ....................................................................................................... 32

Understanding Your Place Setting .......................................................................................................... 33

Using Your Napkin .................................................................................................................................. 35

Eating Your Meal .................................................................................................................................... 36

Sticky Situations and Possible Solutions ................................................................................................. 38

Module Six: Eating Out ..................................................................................................................... 40

Ordering in a Restaurant ........................................................................................................................ 40

About Alcoholic Beverages ..................................................................................................................... 42

Paying the Bill ......................................................................................................................................... 43

Tipping .................................................................................................................................................... 44

Module Seven: Business Email Etiquette ........................................................................................... 45

Addressing Your Message ....................................................................................................................... 46

Grammar and Acronyms ......................................................................................................................... 48

Top 5 Technology Tips ............................................................................................................................ 49

Module Eight: Telephone Etiquette .................................................................................................. 51

Developing an Appropriate Greeting ...................................................................................................... 51

Dealing with Voicemail ........................................................................................................................... 53

Cellphone Do’s and Don’ts ...................................................................................................................... 55

Module Nine: The Written Letter ...................................................................................................... 57

Thank You Notes ..................................................................................................................................... 58

Formal Letters ......................................................................................................................................... 60

Informal Letters ...................................................................................................................................... 62

Module Ten: Dressing for Success ..................................................................................................... 63

The Meaning of Colors ............................................................................................................................ 63

Interpreting Common Dress Codes ......................................................................................................... 65

Deciding What to Wear .......................................................................................................................... 67

Module Eleven: International Etiquette ............................................................................................ 69

General Rules .......................................................................................................................................... 69

Important Points ..................................................................................................................................... 71

Preparation Tips...................................................................................................................................... 73

Module Twelve: Wrapping Up .......................................................................................................... 75

Words from the Wise .............................................................................................................................. 75

Parking Lot .............................................................................................................................................. 76

Action Plans and Evaluations .................................................................................................................. 76

Pre-Assignment ....................................................................................................................................... 77

Worksheet One: Conversation Case Study .............................................................................................. 78

WORKSHEET ONE, PART 1 ANSWERS: ............................................................................................................ 81

Worksheet Two: Email Case Study ......................................................................................................... 82

Worksheet 3: How Well Do You Use the Cellphone? .............................................................................. 84

MODULE TWO QUESTIONS ........................................................................................................................... 85

MODULE FIVE ANSWERS .............................................................................................................................. 86

MODULE SEVEN ANSWERS ........................................................................................................................... 87

Disclosed Email Addresses ...................................................................................................................... 87

Undisclosed Email Addresses .................................................................................................................. 87

Direct Recipient ....................................................................................................................................... 87

‘To’ Field .................................................................................................................................................. 87

‘Bcc’ Field ................................................................................................................................................ 87

Indirect Recipient .................................................................................................................................... 87

‘Cc’ Field .................................................................................................................................................. 87

‘Bcc’ Field ................................................................................................................................................ 87

Action Plan .............................................................................................................................................. 88

Evaluation Form ...................................................................................................................................... 90

Recommended Reading List .................................................................................................................... 91

Preface

What is Courseware?

Welcome to Corporate Training Materials, a whole new training experience!

Our courseware packages offer you top-quality training materials that are customizable, user-friendly,

educational, and fun. We provide your materials, materials for the student, your PowerPoint slides, and

a take-home reference sheet for the student. You simply need to prepare and train!

Best of all, our courseware packages are created in Microsoft Office and can be opened using any

version of Word and PowerPoint, from 97 to 2007. (Most other word processing and presentation

programs support these formats, too.) This means that you can customize the content, add your logo,

change the color scheme, and easily print and e-mail training materials.

How Do I Customize My Course?

Customizing your course is easy. To edit text, just click and type as you would with any document. This is

particularly convenient if you want to add customized statistics for your region, special examples for

your participants’ industry, or additional information. You can, of course, also use all of your word

processor’s other features, including text formatting and editing tools (such as cutting and pasting).

Learning is a treasure that will follow its

owner everywhere.

Chinese Proverb

To remove modules, simply select the text and press Delete on your keyboard. Then, navigate to the

Table of Contents, right-click, and click Update Field. You may see a dialog box; if so, click “Update entire

table” and press OK.

(You will also want to perform this step if you add modules or move them around.)

If you want to change the way text looks, you can format any piece of text any way you want. However,

to make it easy, we’ve used styles so that you can update all the text at once.

If you’re using Word 97 to 2003, start by clicking the Format menu followed by Styles and Formatting. In

Word 2007, click the option button in the Styles group. Now, right-click on your chosen style and click

Modify.

For example, if we wanted to change our Heading 1 style, used for Module Titles, this is what we would

do:

Now, we can change our formatting and it will be applied to all the headings in the document.

For more information on making Word work for you, please refer to Word 2007 Essentials by Global

Courseware.

Materials Required

All of our courses use flip chart paper and markers extensively. (If you prefer, you can use a whiteboard

or chalkboard instead.)

We recommend that each participant have a copy of the Student Training Guide, and that you review

each module before training to ensure you have any special materials required. We include worksheets

in the Appendix at the end of this manual that can be reproduced and used where indicated. If you

would like to save paper, these worksheets can often be transferred to flip chart paper, instead of

having individual worksheets.

We recommend these additional materials for all workshops:

Laptop with projector, for PowerPoint slides

Tips and Tricks Tutorial for students to take home

Timer or watch (separate from your laptop)

Masking tape

Blank paper

Maximizing Your Training Power

We have just one more thing for you before you get started. Our company is built for trainers, by

trainers, so we thought we would share some of our tips with you, to help you create an engaging,

unforgettable experience for your participants.

MAKE IT CUSTOMIZED. By tailoring each course to your participants, you will find that your results

will increase a thousandfold.

o Use examples, case studies, and stories that are relevant to the group.

o Identify whether your participants are strangers or whether they work together. Tailor

your approach appropriately.

o Different people learn in different ways, so use different types of activities to balance it

all out. (For example, some people learn by reading, while others learn by talking about

it, while still others need a hands-on approach. For more information, we suggest

Experiential Learning by David Kolb.)

MAKE IT FUN AND INTERACTIVE. Most people do not enjoy sitting and listening to someone else talk

for hours at a time. Make use of the tips in this book and your own experience to keep your

participants engaged. Mix up the activities to include individual work, small group work, large

group discussions, and mini-lectures.

MAKE IT RELEVANT. Participants are much more receptive to learning if they understand why they

are learning it and how they can apply it in their daily lives. Most importantly, they want to

know how it will benefit them and make their lives easier. Take every opportunity to tie what

you are teaching back to real life.

KEEP AN OPEN MIND. Many trainers find that they learn something each time they teach a

workshop. If you go into a training session with that attitude, you will find that there can be an

amazing two-way flow of information between the trainer and trainees. Enjoy it, learn from it,

and make the most of it in your workshops.

And now, time for the training!

Module One: Getting Started

Welcome to the Business Etiquette workshop.

Success in any industry relies on relationships, whether with co-workers, clients, suppliers or investors.

When you’re well-mannered and considerate in dealing with others, you create engaging, productive

and long term business relationships. As such, it is important to learn, not just the technical side of a

business, but how to conduct one’s self in the company of others.

This is where business etiquette comes in. This workshop will introduce participants to business

etiquette, as well as provide guidelines for the practice of business etiquette across different situations.

Manners are more important than laws.

Manners are what vex or soothe, corrupt or

purify, exalt or debase, barbarize or refine

us…

Edmund Burke

Icebreaker: Friends Indeed

PURPOSE

To get participants moving around and introduced to each other.

MATERIALS REQUIRED

Name card for each person

Markers

PREPARATION

Have participants fill out their name card. Then, ask participants to stand in a circle, shoulder to

shoulder. They should place their name card at their feet. Then they can take a step back. You as the

facilitator should take the place in the center of the circle.

ACTIVITY

Explain that there is one less place than people in the group, as you are in the middle and will be

participating. You will call out a statement that applies to you, and anyone to whom that statement

applies must find another place in the circle.

Examples:

Friends who have cats at home

Friends who are wearing blue

Friends who don’t like ice cream

The odd person out must stand in the center and make a statement.

The rules:

You cannot move immediately to your left or right, or back to your place.

Let’s be adults: no kicking, punching, body-checking, etc.

Play a few rounds until everyone has had a chance to move around.

Housekeeping Items

Take a few moments to cover basic housekeeping items.

Let participants know where they can find washrooms, break facilities, and fire exits.

Ask participants to turn off their cell phones or at least turn them to vibrate. If they must take a

call, request that they do it outside.

Take this time to encourage the group to ask questions and make this an interactive workshop.

Tape a sheet of flip chart paper to the wall and mark it “Parking Lot.” Explain that any questions

that can’t be answered, or that are more appropriate for a post-workshop explanation, will be

placed here and dealt with at the end of the day.

Write the words Respect, Confidentiality, and Practice on a piece of flip chart paper and tape it

to the wall. Explain to participants that in order to get the most out of this workshop, we must

all work together, listen to each other, explore new ideas, and make mistakes. After all, that’s

how we learn!

Pre-Assignment Review

The purpose of the Pre-Assignment is to get participants thinking about etiquette principles they are

already practicing, and situations where they could use greater awareness/ practice of business

etiquette.

As a pre-assignment, we asked participants to think of 3 business activities they conducted in the past 7

days. Focus on activities where there’s interaction with other people. It doesn’t have to be big activity; it

may be routine work like meeting with a client or replying to queries online.

After coming up with 3 activities, we asked participants to write for a way in which they had practiced

good manners/ professional courtesy for each activity. As much as possible, express the response in

behavioral terms.

Lastly, we asked participants to come up with what else they could have done in that situation to

express good manners and professional courtesy.

The following table could be of help for this activity:

3 Business Activities I Did in the

Last Week

How I showed good manners/

professional courtesy in this

situation

What else I could have done to

have expressed good manners/

professional courtesy.

Have participants take a moment now to look at their responses and reflect on what it says about their

current practice of business etiquette. Ask them to keep their responses in mind during the day as they

provide the context for the etiquette guidelines that will be discussed later on.

Workshop Objectives

Research has consistently demonstrated that when clear goals are associated with learning that the

learning occurs more easily and rapidly. With that in mind, let’s review our goals for today.

By the end of this workshop, participants will be able to:

Define etiquette and provide an example of how etiquette can be of value to a company or

organization.

Understand the guidelines on how to make effective introductions.

Identify the 3 C’s of a good impression.

Identify at least one way to minimize nervousness while in social situations.

Understand how to use a business card effectively.

Identify and practice at least one way to remember names.

Identify the 3 steps in giving a handshake.

Enumerate the four levels of conversation and provide an example for each.

Understand place settings, napkin etiquette and basic table manners.

Understand the protocol in ordering in a restaurant, handling alcohol in a business meal, paying

the bill and tipping.

Understand basic guidelines when it comes to the proper form of address, grammar standards

and use of acronyms in e-mails.

Understand basic guidelines in the use of the telephone, voicemail and cellphone.

State the difference between a formal and an informal letter.

Create an effective ‘Thank You’ note.

Understand the meaning of colors in dressing for success.

Differentiate among the dressy casual, semi-formal, formal and black tie dress code.

Understand basic guidelines in international etiquette.

Action Plans and Evaluations

Pass out the participant action plans and evaluations, available in the appendix of this manual. Ask

participants to fill these out throughout the day as they learn new things and have ideas on how to

incorporate the things we discuss into their lives.

Module Two: Understanding Etiquette

Before we look at etiquette rules across multiple business-related scenarios, it’s best to level off

everyone on what etiquette means. We would also look at the many ways business etiquette can

improve a company or organization’s bottom line.

Etiquette Defined

Estimated Time 10 minutes

Topic Objective To give etiquette a definition.

Topic Summary

Etiquette means ‘conventional rules of polite behavior.’ They are guidelines

on how to behave befitting good manners while in the company of other

people.

Materials Required Flip chart paper

Marker

Recommended Activity Ask the participants what’s the first thing that comes to their mind when

they hear the word ‘etiquette’.

Delivery Tips You can create a concept map for etiquette using the flip chart paper and

market using the participants’ responses.

Josy Roberts, author of ‘Business Etiquette: Your Questions and Answers’, defines etiquette as

‘conventional rules of polite behavior.’ They are guidelines on how to behave befitting good manners

while in the company of other people. They show sensitivity to the needs and feelings of the person/

people you are with.

Good manners can open doors that the best

education cannot.

Clarence Thomas

Etiquette covers most aspects of social interaction, including self-presentation, communication,

courtesy and hospitality. Business etiquette, in particular, covers expectations in the interaction

between co-workers, the company and their clients, as well as the company and their stakeholders.

Etiquette guidelines are many and can be quite complicated. In this workshop we will only focus on

basic etiquette guidelines for situations typically found in most business settings.

The Importance of Business Etiquette


Topic Objective To list ways business etiquette can be of value to a company or organization.

Topic Summary Business etiquette contributes positively in the areas of branding, customer

care, employee engagement and team synergy.

Materials Required Pre-Assignment Worksheet 1 (see Appendix Section)

Module 1 Questions (see Appendix Section)

Recommended Activity

Refer to the worksheet used in the Pre-Assignment and answer this

question: What do you think are the positive effects of your practice of good

manners/ professional courtesy the last week on your company’s bottom

line?

Stories to Share

July 12, 2009 article in The Economist, titled “Manners maketh the

businessman” states that businesses today have become more cordial and

polite, in an attempt to stay afloat in the economic crisis. “Civility is the new

rule in an uncertain world.”

Etiquette can help businesses improve the following areas:

Branding. Everything we do reflect on our company and our products. By acting professionally, we

send the message that our business is credible and trustworthy. Personalized care may very well be

your edge against the competition.

Customer Care. The best way to show customers that their patronage is valued is to treat them with

respect and consideration. This in turn can inspire customer loyalty and positive feedback.

Employee Engagement. Good manners help improve employee/ team morale and confidence.

Team Synergy. Good manners help establish smooth working relationships within a team, which

contributes to greater productivity.

Module Three: Networking for Success

When you’re networking, it’s important to make the best of the first meeting. In this module, we’ll

discuss how to create an effective introduction, make a good impression, minimize nervousness, use

business cards effectively and remember names.

Creating an Effective Introduction


Topic Objective To define what makes an effective introduction.

Topic Summary

When introducing yourself, it is important to (1) project warmth and

confidence, (2) state both your first and last name, and (3) repeat the other

person’s name when given to you.

When introducing others, it is important to (1) introduce people based on

their seniority in a company, (2) introduce strangers first, and (3) use formal

titles unless invited otherwise.

Materials Required Flipchart paper

Markers


Facilitator divides the group into triads to practice effective introductions.

Since this activity is short, participants are recommended to choose their

nearest seatmates as their co-triad.

In the first part, Person A introduces himself to the Person B using the steps

shared in the presentation.

In the second part, Person B introduces Person C to Person A using the

guidelines provided.

Encourage them to give feedback to one another.

You’ve only got one chance to make a good

first impression!

Anonymous

Delivery Tips Model each tip. Give plenty of examples.

Three steps to introducing yourself effectively:

1. Project warmth and confidence.

Many people size you up even before you say a word, which is why it’s

important to mind your body language. When introducing yourself, stand up

straight, relax and establish eye contact.

2. State your first name and your last name. Depending on the situation, you may also state your

affiliation and/ or your position in the company.

Example: “Hello. I’m Jacqueline Smith. I’m the Quality Control Officer.”

3. When the other person has given their name, repeat it in acknowledgment.

“It’s nice to meet you, Mr. Andrews.” or “It’s nice to meet you, Joseph.” Repeating their name is an

acknowledgment that you heard their introduction.

Networking is not just about presenting yourself. You may also find yourself introducing two strangers

to one another. Here are three guidelines to introducing others:

1. Take note of the pecking order.

In business, introductions are made based on a person’s seniority in a company. This is regardless of age

and gender. When you present, present a person with the lesser status to the person with the higher

status. Mention the name of the person with the higher status first.

Example: “President Andrews, I would like you to meet Caroline Daniels. She’s the head of the Public

Relations Department. Caroline, this is President Mike Andrews.”

2. Introduce strangers first!

If you are introducing two persons of equal rank to one another, start with the person that you don’t

know. This way you can use the introduction to make the newcomer feel welcome.

3. Mind titles.

Unless invited otherwise, stick to using formal address such as “Mr. Gallagher” or “Attorney Louis

Harris”.

Making a Great First Impression


Topic Objective To present the elements of a good first impression.

Topic Summary

A good first impression is one that successfully communicates the 3 C’s

Confidence

Competence

Credibility


Markers


Ask the group to think of a person who has made a great first impression on

them. Ask them what exactly gave their first meeting impact. Stick to the

observable e.g. what they saw and what they heard from this person.

Delivery Tips

Share a personal story about someone who has made a positive impact upon

first meeting. For contrast, you may also share (without mentioning names)

about someone who has made a bad first impression on you.

Review Questions Give one C that must be communicated during first impressions and an

example of how to do so.

If you want to make a good impression, know that you need to project 3 C’s:

Confidence

Competence

Credibility

You can project confidence by:

a. Having a straight but relaxed posture. Hold your head high and

steady. Don’t slouch or slump.

b. Moving in a natural, unaffected manner.

c. Maintaining eye contact with the people you are talking to.

You can project competence by:

a. Exhibiting knowledge of your craft. Know your way around the agenda. Being prepared for the

meeting. Bring supportive materials to emphasize your points.

b. Answering questions in a clear and professional manner, avoiding the use of slang or technical

jargon.

c. Asking relevant questions.

You can project credibility by:

a. Arriving on time

b. Being presentable (well-groomed and mindful of dress codes.

c. Keeping true to your word.

Minimizing Nervousness


Topic Objective To be able to list ways on how to overcome nervousness.

Topic Summary

You can minimize nervousness by

being informed

practicing social skills

doing relaxation techniques

gaining awareness of personal triggers to nervousness and

believing in what you have to offer.

Recommended Activity Brainstorming ways of overcoming nervousness that the participants have

found effective in the past.

Stories to Share Facilitators can share personal stories of overcoming nervousness.

Delivery Tips

If the facilitator feels confident in doing so, he or she can make the

relaxation techniques an experiential activity. Guided meditation and

breathing exercises are effective group activities that don’t take time.

Review Questions Give one way of minimizing nervousness while in a social situation.

Meeting people can be anxiety-provoking. The need to impress another person can be a lot of pressure.

Here are some ways to minimize nervousness while in a social situation:

1. Be informed.

If possible, take time to research about the people you’re going to meet: their work, values and

preferences. Knowing ahead what is expected from you can prepare adequately. Nervousness is

amplified by going to a situation blind.

2. Practice! Practice! Practice!

Networking is a skill, which means that you can develop it with practice.

Practice your introduction in front of a mirror and note what you need to improve.

You can also practice with peers. Get feedback from others about the kind of impression you give.

And try to meet as many people as you can! The more you do it, the easier it gets!

3. Learn relaxation techniques.

There are many activities that can help relax a nervous person. These activities include

a) Meditation

b) Self-talk

c) Visualization

d) Breathing exercises

e) Listening to music.

4. Identify your triggers,

If nervousness is a real problem for you, it is recommended that you identify what triggers your

nervousness. Is it lack of confidence? Is it fear of authoritative people? Awareness can help you catch

yourself in time and respond accordingly.

5. Believe in what you have to offer!

It’s easy to get intimidated by how successful or famous the other person is. But remember, they’re

people--- just like you! They would be willing to listen to someone who can offer them something that

they want or need. Have faith in your business. Have faith in your personal worth. Adopt the mindset

that you are doing them a service, and it’s your duty to not let them miss the opportunity of meeting

you!

Using Business Cards Effectively


Topic Objective To be able to give tips on how to use business cards effectively.

Topic Summary

You can use your business card effectively in many ways. These ways include

always being prepared with one’s business card, showing respect when

receiving a business card and timing the presentation of your card.

Materials Required

Flip chart paper

Markers

Handouts

Pens

Planning Checklist Prepare handouts on ‘Tips on Using Business Cards Effectively’ for each

participant.


Provide each participant with a hand-out copy of the ‘Tips on Using Business

Cards Effectively.’ Give them time to read through each one. Afterwards, you

can ask the participants to tick practices that they do and practices that they

don’t do.

Review Questions Give one way of using business cards effectively.

Networking is not complete without receiving or giving a business card. The business card is a way for

you to follow up on the people you have met. Likewise, it is a way for them to contact you for further

meetings.

More than that, your business card is a way to brand yourself. Professional-looking business cards send

the message that you’re professional. Adding your company motto or tagline in your business advertises

you and what you’re all about.

5 Tips on Using Business Cards Effectively:

1. Never be without your business cards! (Make sure

there’s always a stack in your office desk, and in your

wallet. You’ll never know; even a trip to the grocery

story can present an opportunity to network.

2. Follow the protocol on hierarchy. Cards should not be given to senior executives that you meet,

unless they’ve asked for one.

3. Time the presentation of your card.

Don’t just hand over your business card at any random moment. Handing a business card in the

middle of a discussion can be an interruption, as parties would need to take a moment to give it

a look. You also want to make sure that your card is perused at point when the other person can

give it his or her full attention.

The best moments to hand a card is when you’re asked for one, when you’re asked to repeat

your name, or when someone offers to send you something.

If the two organizations that you represent are well-known to each other, although you haven’t

met your host before, offering your card is probably best left to the end of the meeting. If your

host is unfamiliar with your company, offering your card at the beginning of the meeting is good

practice.

4. Accompany your business card with an explanation of what you can offer them.

When you hand another person your card, give a brief ‘action recommendation.’ This can

increase the likelihood of them contacting you again. For instance you may say: “I think I can

help with your PR concerns, Mr. Johnston. Here is my card.”

You may also ask for referrals. Invite the other person to send your contact details to anyone

they know who can use your services or products.

5. When receiving a business card, show the other person that you value their card.

Look at the business card for a few seconds. Comment about the card. Let them see that you

take care in storing their card as well, instead of just jamming it in your pocket.

Remembering Names


Topic Objective To give tips and techniques on how to better remember names.

To practice a technique on remembering names.

Topic Summary

You can remember names by:

Repetition

Use of mental imagery

Documenting names on paper

Crafting creative sentences

Genuine interest


Markers

Planning Checklist

This activity may require a large space for the participants to mingle. Check if

the venue is appropriate for the activity and make adjustments if necessary.

Prepare illustrations for the mental imagery technique.


Divide the participants into groups of 5-8 members. Give them time to

introduce themselves to one another. If the group already knows one

another, have each participant make up a new name and profession. If the

group doesn’t know one another yet, then they can use their own names and

profession.

When all have been introduced, let each member recite each of the names

of each member of their group. Encourage them to use name recall aids

discussed.

In the plenary, ask the participants what was name recall technique worked

for them.

Stories to Share

The facilitator can share techniques in remembering names that have

worked for him/ her in the past. Facilitator may also solicit from the

participants techniques that are not covered in the material.

Delivery Tips Present illustrations as an example of mental imagery technique.

Remembering names may be difficult for some people, but it’s not impossible. It’s a skill: something

that you can improve with constant application.

Here are some ways to remember names:

1. Repeat.

When someone is introduced to you, repeat their name. “It’s a

pleasure to meet you, Mark.” This can help reinforce your memory

of the name. You may also introduce them to someone else so

that you can create an opportunity to use their name.

2. Use mental imagery.

We think in pictures, therefore associating an image with a name can help in assisting recall.

For example, after meeting Bill the plumber, imagine the word Bill spelled with pipes. If Jason

Smith is marathon runner, imagine Jason running on a treadmill in a gym called Jason’s. Or just

imagine a person’s name written on their forehead. Pick an imagery that works for you. The

more striking or exaggerated your mental picture, the bigger are the chances of recall.

3. Put it on paper.

Write the name down as soon as you can. Or write their details on the business card they give

you so that you would remember them the next time you see them around. (Just make sure you

don’t let the person see you writing on their business card.)

4. Use their name in creative sentences.

Mentally construct sentences that are fun and a bit frivolous, to make name recall less stressful.

Alliterations, or repeating consonant sounds in succession, are a great way to remember names.

For example, to remember Jane who sells kitchen ware, you can repeat in your head: Jane

makes jam and juice in January.

5. Be genuinely interested.

Remembering names begin with attitude. If you are sincerely interested in a person, then they

would make an impact on you. If you adapt the attitude that everyone is interesting, and are a

potential ally in business, then remembering names would come as second nature.

Module Four: The Meet and Greet

An introduction is almost always accompanied by a handshake and conversation. In this module, we

would discuss the three steps that make an effective handshake and the four levels of conversation.

Ideal conversation must be an exchange of

thought, and not, as many of those who

worry about their shortcomings believe, an

eloquent exhibition of wit or oratory.

Emily Post

The Three-Step Process


Topic Objective To explain the three steps needed for an effective handshake.

Topic Summary An effective handshake involved projecting the right facial expression, giving

the appropriate hand shake and a sincere greeting.

Materials Required Flip charts

Markers

Planning Checklist Decide ahead of time how to assign each pair an improper way of shaking

hands.


Divide the group into pairs. Each pair will be assigned an ‘improper way’ to

make a handshake that one person in the pair would have to play.

Afterwards, participants would be asked for feedback on the impression they

got.

These improper ways include:

No eye contact/ no smiles

A limp handshake

An overpowering handshake

A handshake without a greeting

When all have role played an ineffective handshake, they would now role

play the recommended three steps in this module. Feedback will also be

solicited.

Review Questions What are the three steps involved in an effective handshake?

A handshake is a part of many social interactions. It’s a way to introduce one’s self, offer congratulations

and even a way to conclude a business deal. A handshake is a gesture of goodwill.

The Three-Step Process to Handshake:

Step 1: Facial Expression

Start non-verbals that show openness and sincerity. Maintain eye contact. Smile.

Step 2: Shake Hands

Your handshake gives an impression. If your grip is too lax, you send the message that you’re hesitant

and possibly indecisive. If your grip is too tight, you might come across as too brash, even intimidating.

Go for a grip that’s in between. It sends the message that you’re confident.

For most occasions, two or three pumps of the hand are appropriate. Longer handshakes can make

some people, especially women, uncomfortable. But there are people who do prefer longer handshakes.

If uncertain, go with the flow, and follow the lead of the other person. If you feel that it’s time to let go,

just relax your hand to signal the other person.

Step 3: Greet the Person

Talk to the person whose hand you are shaking. A simple ‘hello’ or ‘how do you do” is appropriate.

The Four Levels of Conversation


Topic Objective To differentiate among the 4 levels of conversation.

Topic Summary

There are four levels of conversation: (1) small talk, (2) fact disclosure, (3)

viewpoints and opinions and (4) personal feelings.

Small talk involves exchanging pleasantries and talking superficially about

generic topics of interest to everyone.

Fact disclosure is revealing information about yourself to assist in

establishing common ground.

Viewpoints and opinions mean sharing your take on an issue.

The last is the most intimate stage, where in you share personal feelings with

the other person.


Divide each group into groups of 4-5 members. Project the following

statements on the board. Give the groups 2-3 minutes to sort the statements

into the right category: small talk, fact disclosure, viewpoints and opinions

and personal feelings. The answers are in the appendix section.

1. “I work in the Newport branch.”

2. “I’ve always wanted to work in the country. The fast-paced lifestyle

here feels like a pressure cooker sometimes.”

3. “I think Beckham made a mistake joining the L.A. Galaxy.”

4. “Hi. Great service here, isn’t it? Am Marissa.”

Planning Checklist Prepare a post of the 4 statements beforehand. It can be part of a

PowerPoint slide or written on a flip chart paper.

Delivery Tips Provide plenty of examples. You may even play a short video clip from a

popular movie or reality show.

The real art of conversation is not only to say the right thing at the right place, but to leave unsaid the

wrong thing at tempting moment. It requires sensitivity to the stage of a relationship, the context of the

conversation and the comfort level of the person you are talking to.

There are 4 levels of conversation based on the degree and amount of personal disclosure. They are:

1. Small Talk

This is commonly referred to as the ‘exchange of pleasantries’ stage. In this level, you talk only about

generic topics, subjects that almost everyone is comfortable discussing. These subjects include the

weather, the location you’re both in and current events.

The small talk stage establishes rapport; it makes a person feel at ease with you. It’s also a safe and

neutral avenue for people to subtly ‘size up’ one another, and explore if it’s a conversation or

relationship that they’d want to invest in.

If the small talk goes well, you can proceed into the next level: fact disclosure.

2. Fact Disclosure

In this stage, you tell the other person some facts about you such as your job, your area of residence and

your interests.

This is a ‘getting-to-know’ stage, and it aims to see if you have something in common with the other

person. It’s also a signal that you are opening up a little bit to the other person while still staying on

neutral topics.

If the fact disclosure stage goes well, you can proceed to sharing viewpoints and opinions.

3. Viewpoints and Opinions

In this stage of the conversation, you can offer what you think about various topics like politics, the new

business model ---or even the latest blockbuster. It helps then to read and be curious about many

things, from politics to entertainment to current events.

Sharing viewpoints and opinions require the ‘buffering effect’ of the first two stages for two reasons:

First, a person needs rapport with another before they can discuss potentially contentious statements,

even if they’re having a healthy debate.

Second, sharing viewpoints and opinions opens a person to the scrutiny of another, and this requires

that there is some level of safety and trust in a relationship.

The controversial, and therefore potentially offensive, nature of an opinion exists in a range; make sure

that you remain within the ‘safe’ zone in the early stages of your relationship.

4. Personal Feelings

The fourth stage is disclosure and acknowledgment of personal feelings. For instance you can share

about your excitement for the new project, or your worry about your son’s upcoming piano recital.

Depending on the context and the level of the friendship, you can disclose more personal subjects. This

stage requires trust, rapport, and even a genuine friendship, because of the intimate nature of the

subject.

Different people have different comfort levels when it comes to disclosing feelings, and there are cases

when you’d need several conversations before they would trust enough to open themselves. In some

cases, you never get to this stage. Just make sure to be sensitive and test the other person’s readiness

before opening an intimate topic.

Listening is vital in all stages of the conversation but especially so in this fourth stage. Listen with

empathy and understanding to acknowledge that you heard the feeling that they have shared.

Case Study


Topic Objective

To identify the four stages of conversation in a written case study.

To identify how following the four stages help make a conversationalist more

effective.

Materials Required

A copy of worksheet 1 per person

Flip chart paper

Markers


Accomplish Worksheet 1 (See Appendix Section)

Divide each group into groups of 4-5 members. Give them around 10-15

minutes to accomplish Worksheet 1 as a group. Discuss responses in the

large group.

Planning Checklist Prepare the worksheets beforehand.

Delivery Tips Facilitator has the option to let groups just read the case study or act it out.

Refer to the Appendix Section for a copy of the case study.

business etiquette

Documents

business email etiquette

business cards

training power

sticky situations

possible solutions

action plans

housekeeping items

remembering names