KYSHRM College Relations Webinar: Business Etiquette & Professional Behaviors

Shelly Trent, SPHR, SHRM-SCP, CAE shellytrent@live.com

Email & Social Media Etiquette

Phone Etiquette

Interview Etiquette

Meeting & Event Etiquette

Dining Etiquette

Professionalism

Topics

Email & Social Media Etiquette

Don’t “reply all” unless necessary.

Always double-check that you have selected the correct email recipient. You don’t want to send the email to the wrong person!

Always use an email signature with all your contact info: name, title, company name, your main office number, your direct number, cell number, and email address.

Work emails should be grammatically correct and free of spelling errors. They should not be treated like personal email.

When emailing, use the subject line, and make sure it directly relates to what you are writing. This ensures ease in finding it later and a potentially faster response.

Never say in an email anything you wouldn’t say to someone’s face.

Underlining, italicizing, bolding, coloring, and changing font size can make a mild email message seem overly strong or aggressive.

This Photo by Unknown Author is licensed under CC BY-SA

Email & Social Media Etiquette

Never say anything negative about your job, coworkers, boss, etc. on social media.

Even though you have your page visible only to “friends,” someone could forward or screenshot something and share it with your boss.

Many people wrongly assume that what is said on social media is private and is “freedom of speech.” Private employers can fire you for any reason or no reason (employment-at-will), and this includes what you say on social media. From SHRM: "Employees working in the private sector often [don't understand] that the constitutional First Amendment right to free speech applies to government employees but not employees working for businesses.”

Don’t use your company computer for personal business, and never put your resume on a company computer, nor any photos, etc. Don’t shop online at work or look at social media.

This Photo by Unknown Author is licensed under CC BY-SA

Phone Etiquette

Be prepared for individual calls and conference calls – be prepared to report on or answer questions about the topic; have documents in front of you.

Don’t put someone on speaker phone without their knowledge and permission.

In some states, it is illegal to record a phone call without the other person’s knowledge.

Leave your phone in your pocket during meetings, meals, etc. Do not check messages or take calls when you are with others.

• Return phone calls and emails within 24 hours — even if only to say that you will provide requested information later.

• Personalize your voice mail — there’s nothing worse than just hearing a phone number on someone’s voice mail and not knowing if you are leaving a message for the right person.

• Don’t interrupt people who are on the phone, and don’t try to communicate with them verbally or with sign language. You could damage an important phone call.

• Limit personal calls, especially if you work in a space that lacks a door.

This Photo by Unknown Author is licensed under CC BY-NC

Phone Etiquette

• Learn when and where it is appropriate to use your cell phone in your workplace. Some organizations do not allow personal phones at all.

• Be mindful of time zones. You don’t want to wake someone when you call their cell phone or call someone with an unreasonable deadline or concern at an awkward time of day for them.

• As there is no standard global workday, you should keep in mind that work hours vary from country to country. This is important when scheduling meetings or conference calls.

• When dealing with someone in another country, keep in mind that they have different holidays that will be observed, and be respectful of the time surrounding their holidays, as people may be less available.

• Always answer your phone in a professional manner—you never know who is calling!

• Don’t use work time to make personal calls; do that during breaks or lunch (not at your desk).

This Photo by Unknown Author is licensed under CC BY-NC

Interview Etiquette

Always state your full name when introducing yourself.

• Your briefcase or bag and the things you carry say something about you. Messy items may detract from the image you would like to present.

• When meeting someone for the first time, be sure to shake hands palm to palm with a gentle firmness. (Web and wrap!)

Stand for all introductions. Remember the names of the people interviewing you and use them. Ask for business cards.

Use formal modes of address until told otherwise. Formal means Ms./Mr./Dr./Professor (last-name).

Make a good impression by dressing professionally. Suits for interviews!

Don’t fidget, slouch, play with your hair, crack your knuckles, shake your leg, or do other things that show nervousness.

This Photo by Unknown Author is licensed under CC BY-NC-ND

Interview Etiquette

Sit up straight, make eye contact, turn towards people when they are speaking, and genuinely smile at people.

If you are interviewing with people from another culture, make it a point to know their culture’s rules of etiquette. If youcan learn a few phrases in their native language, that will impress them.

Be kind to the parking attendant and receptionist. Show good manners throughout the interview process.

Be very well prepared for interviews and meetings—you are using someone else’s time. Use it wisely.

Arrive around 10-15 minutes early for an interview.

Be prepared by bringing extra resumes, your reference list, your cover letter, and the job description. Be sure to copy and paste the job description into Word immediately when you apply.

Thank the interviewers for their time and send a thank-you note IMMEDIATELY to each interviewer following the interview.

If a company pays your travel expenses for an interview, be sure to only submit receipts for legitimate expenses. (Not parking tickets, a room at the Ritz, limos, or filet and champagne dinners!)

This Photo by Unknown Author is licensed under CC BY-NC-ND

Meeting & Event Etiquette

Use your full name when introducing yourself and introduce others.

Don’t interrupt; truly listen without planning what you will say next.

Always initiate the handshake if you’re the higher-ranking person or host. Don’t overlook the importance of a handshake. It is the official business greeting.

Always find out what the dress code is, then follow it.

Don’t drink alcohol if you have to drive, and never have more than one drink – you don’t want colleagues to see you drunk.

• Don’t arrive late. If you must be late, let your boss know so people are not waiting for you.

• Never doze off in a meeting. People will notice and remember.

This Photo by Unknown Author is licensed under CC BY

Meeting & Event Etiquette

• Do not interrupt people.

• Introduce the more important person first. You should address your client and say, "Mr. Beta, I'd like you to meet our CEO, Ms. Alpha." Regardless of your client’s or customer’s position, that person is always most important.

• Both men and women should stand for handshaking and all introductions.

• RSVP to events and meetings. That means respond, by the deadline, as to whether you will attend or not. Show up if you said you will, and don't show up if you didn't say you would. "Maybe" is not an acceptable response.

This Photo by Unknown Author is licensed under CC BY

Dining Etiquette

• Remember BMW (bread, meal, water).

• When to eat? After everyone at your table has been served!

• No reaching!

• You may have an interview during a meal.

• Don’t call any attention to what you order—should be something of low to mid expense, and nothing messy like spaghetti. Don’t order any food that requires you to use your fingers like fries, big sandwiches, burgers, or pizza.

• Don’t order an alcoholic beverage, even if others do.

• Even if they act casual about the meal, treat it very formally. They are watching you to see how you behave.

• Don’t use toothpicks.

Dining Etiquette

Eating soup—out to sea and back to me.

Napkins—when drinks are served. If you must leave the table, put your napkin on the back of your chair.

Bread/rolls should never be eaten whole. Break into smaller, more manageable pieces, buttering only a bite at a time. Do not “cut” your bread/rolls. Pinch off bites.

Take butter from the butter plate and place it onto your bread plate. Don’t butter your bread from the butter plate.

Pass salt/pepper as a set.

Don’t cut all of your food up at once. Cut one bite at a time.

If you do not want coffee, turn your cup over.

Never ask for a to-go box. You are there for business, not for leftovers.

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Dining Etiquette

As you eat, leave your knife across your plate at the top.

Leave your plate where it is in the place setting. When finished, do not push your plates away or stack them.

Show the server you are finished by placing your knife and fork side by side, with the sharp side of the knife blade facing inward and the fork, tines down, to the left of the knife. The knife and fork should be placed as if they are pointing to the numbers 10 and 4 on a clock face.

Once used, dining utensils should never again touch the table.

Dining Etiquette

When sitting at a long banquet table, you may begin eating when two people to your left and two to your right are served. If you haven't been served, but most of your table has, encourage others to start.

Reach only for items in front of you; ask that other items be passed by a neighbor. Offer to the left; pass to the right. If the bread (or other dish) is in front of you, do not take a serving. Pass it and take yours last.

When sharing a sauce with others, spoon some of it onto your plate; don’t dip your food into the shared dish.

If you need to leave the table temporarily, place your napkin on the back of your seat.

Keep personal items off the table – wallets, purses, cellphones. Don’t brush your hair or do your makeup (other than a quick touchup of lipstick) at the table.

Dining Etiquette

Using a soup spoon, scoop soup away from you. Soup is taken from the side of the soup spoon.

The meal begins when the host unfolds his or her napkin. If there is no “host,” put your napkin in your lap when drinks are served.

Starting with the knife, fork, or spoon that is farthest from your plate, work your way in, using one utensil for each course. The salad (smaller) fork is on your outermost left, followed by your dinner fork. Your soup spoon is on your outermost right, followed by your beverage spoon, salad knife, and dinner knife. Your dessert spoon and fork are above your plate or brought out with dessert.

Professionalism & Business Behaviors

• Don’t eat at your desk and don’t cook smelly foods at the office. If you make a mess in the kitchen (dirty dishes, leaving food in the fridge) clean up after yourself.

• Don't just walk into someone's office – make an appointment.

• If you invited someone to lunch or drinks, etc., you pay for it.

• Take accountability for mistakes and don’t blame others; don’t complain or whine.

• Don’t expect kudos for every task you do; you might only get one thank you a year or feedback once a year

• Deal with difficult people and situations carefully, with kindness and patience.

• Don’t talk about religion or politics.

• Honor commitments.

• Don’t gossip and don’t overshare.

• Don’t use work time for personal issues (errands, long lunches, etc.).

This Photo by Unknown Author is licensed under CC BY-SA

Professionalism & Business Behaviors

• Use professional headshots on LinkedIn. For your business profile on LinkedIn or other websites, don’t post a photo of yourself at the beach, at a wedding, with friends, etc. You won’t be taken seriously.

• Never point with just an index finger. Point with an open palm and keep your fingers together.• Prepare a polite exit from every meeting or conversation (sorry, but I have a call I need to

make).• Avoid wearing perfume or cologne at work.• Stay home when you’re sick to avoid passing it to your co-workers.• Always dress one step above your clients and coworkers.• Arrive early to work each day. If the office opens at 8:00 a.m., don’t arrive in the parking lot at

8:00; be at your desk at 8:00.

This Photo by Unknown Author is licensed under CC BY-SA

Professionalism & Business Behaviors

• For a meeting in someone’s office, don’t arrive more than five minutes early.• Keep your workspace tidy.• Don’t cuss or use slang, don’t make jokes in poor taste, don’t eavesdrop, don’t walk into an

office unannounced, don’t have a seat in someone’s office until invited, and don’t gossip.• Try to anticipate your boss’s needs and do work before it’s asked of you.• Learn how to deliver meaningful and insightful presentations, without always looking at your

slides or notes, and without saying “like,” “um,” etc. Don’t use uptalk or vocal fry.

This Photo by Unknown Author is licensed under CC BY-SA

Professionalism & Business Behaviors

Use good ethics. Do what is right even when no one is watching. Here are some examples of sticky situations:

• Letting friends use your employee discount

• Covering for a co-worker who calls in sick, but you know he/she isn’t

• Not reporting when a co-worker or friend is stealing from the company (property, information, or time)

• Lying about being late or taking a day off

• Not keeping your word – under promise and over deliver

• Being late, leaving early, or taking long lunch breaks (this is stealing company time)

• Spending a lot of work time chatting with coworkers about non-work topics

• Following all company policies and rules; not knowing is not an excuse – read the employee handbook and know what it says

• Applying for internal promotions without informing your boss first

This Photo by Unknown Author is licensed under CC BY-SA

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Interested in being a mentor or mentee?

Form to complete at https://ky.shrm.org/college-relations-and-emerging-professionals

Page one of form is for mentors; page two is for mentees

Once form is completed, please save it to your computer and email it to shellytrent@live.com

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Q&A

Thank you for your participation!

Shelly Trent, SPHR, SHRM-SCP, CAE KYSHRM College Relations Director shellytrent@live.com(502) 235-6438