Heidi A. Cool - University Marketing and Communications

Etiquette in GeneralEtiquette is a code that governs the expectations of social

behavior, according to the contemporary conventional norm within a society, social class, or group.

Etiquette is not just for extravagant meals at the country club.

It’s for every day life.

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Manners allow us to put others at ease.

While a lack thereof can have the opposite effect.

These "polite" rules are designed to smooth interactions between individuals

in class, at the office, in meetings, over e-mail and in any social situation.

Saving FaceSaving someone's face or dignity involves using maneuvers or holding one's reactions to give the other party a way to exit the situation with

minimal discomfort or harm to their dignity.

Allow others to save face in meetings, negotiations and other points of potential conflict.

Meeting Basics for Attendees

1. Check the location and make sure you know where to find it.

2. Complete any homework assignments.

• Review documents such as reports and agendas provided in advance.

• Prepare any necessary research if asked.

• Write down any ideas or questions you may have based on the information provided.

3. Bring the phone number of the meeting host or his/her assistant with you in case you get lost or have to cancel at the last minute.

Before the meeting

Meeting Basics for Attendees

1. Arrive on time

2. Introduce yourself to those sitting nearby.

3. Don’t have side conversations while someone else is speaking.

4. Turn off your cell phone.

5. Ignore your laptop computer unless you are taking notes or using it to present something.

6. LISTEN CAREFULLY

At the meeting

Share Your IdeasAt the meeting

Meetings give you the opportunity to let higher-ups know how insightful you can be.

Tread carefully if other’s are off-base.

At the meeting

What seems obviously inane to you may seem brilliant to someone else...

Temper your reactions to allow everyone to save face.

Meeting Basics for HostsBefore the meeting

1. Determine your goals for the meeting.

2. Set an agenda for the meeting.

3. Invite the people with the skills and power to achieve those goals to the meeting.

4. Reserve a time and place for the meeting based on the availability of attendees schedules.

5. If people need to do homework before the meeting, give them clear assignments and sufficient time to complete them before the meeting date.

6. Provide them with an agenda in advance.

7. Send a reminder confirming the time and place of the meeting.

Meeting Basics for HostsAt the meeting

1. Pass out copies of the agenda

2. Make introductions, or have attendees introduce themselves.

3. Introduce the first agenda item and guide the necessary discussion.

4. Keep the meeting focused. If people wander off on a tangent, bring them back.

5. Stick to the agenda by guiding the talk to the next agenda item when necessary. But, be willing to adapt and change.

6. Be aware of the time. Make sure you can cover each item without going over the allotted time.

7. Give everyone a chance to participate. Ask specific questions if necessary.

8. At the end of the meeting, provide clear next steps for all participants.

E-mail EtiquetteFormat and signatures leave a first impression

Make it work for you - not against you.

E-mail is about communicationDetails are important

Give your readers what they need to proceed.

1. Use a descriptive subject line.

2. Include necessary details in text.

3. If replying to an earlier message include that in your reply for reference.

4. Make sure your signature includes appropriate contact information.

5. cc anyone who needs the information you are discussing.

E-mail feels informalBut should remain professional

Swearing suggests that you lack imagination...and don’t respect your readers.

1. Save the Internet shorthand for your cell phone and Twitter. Taking the time to spell out your words helps to avoid confusion and shows that you care that your reader understands your message.

2. Don’t swear. Curse words lose their power if used in every day conversation.

E-mail is too easySome e-mails may cause frustration or anger. Don’t respond

immediately. Take your time.

Let it wait a day.

E-mail is too quickIt takes little time to make a mistake.

It takes a long time to get over it.

Google Mail Goggles

Create a strategy for responding to awkward messages.

Do not forwardspam, chain-letters or misinformation

people may think you’re irresponsible,or they may act on the message you’ve sent

Additional Resources

http://blog.case.edu/webdev/etiquette.html

ListenThinkRespect Before you speak or type

Heidi A. Cool - University Marketing and Communications