think before acting make choices that build … before acting consideration respect etiquette in...

1/10/2010

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Building Successful Relationships

© 2009 The Emily Post Institute, Inc. 1

A Business Etiquette Seminar

DATE

RelationshipsBruno


It’s not just if you decide to do it, it’s HOW you decide to do it

that matters.

AP/IPSOS Manners Poll

Are Americans ruder today than 20 or 30 years ago?

69%

On a frequent/occasional 89%


basis, do you encounter people using their cell phone rudely?

Have you used your cell phone in a loud or annoying manner in the past few months?

8%

Today’s Goals

Think Before Acting

Make Choices That


Build Relationships

Do It Sincerely

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Etiquette Quiz

It’s finally happened. You’re invited out for drinks after work with your client. You’re worried about making the right impression, and scuttlebutt is your client can hold his liquor. You would:1


1. Match your client drink for drink.

2. Have a non-alcoholic drink every other round.

3. Slip the bartender $10, and have him mix very weak drinks for you.

4. Have a drink and then switch to non-alcoholic beverages (or don’t drink at all).

Why Business Etiquette?


UNC Study

1,400 persons were interviewed.775 persons had an uncivil act committed against them:

Lost work time avoiding instigatorLost work time worrying

28%53%


y gDecreased work effortActually left their job

InstigatorMore than three times as likely to be a person of higher status.Likely to be a worker with valued talent.

22%12%

UNC Study: The Result

Lost productivityLost profitsPoorer retention


More difficulty in recruiting

….all from behaviors that can be prevented.

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Gallup Poll: Why Do People Leave Companies?

People join companies; they leave managers.


Benefits of great managersMore profitable (44% higher)

More productive (50% higher)

Greater customer loyalty (50% higher)

What Etiquette OffenseGets You Fired?

69.7% of executives said they would fire an employee for bad office manners.

The top three reasons managers have fired employees for bad office manners:


Bad language

Excessive workplace gossip

Drinking on the job

Source: The Ladders.com survey of executives earning $100K+

What Does

“Etiquette”


t quetteMean To You?

Etiquette = Manners +Principles

Manners smooth the way to build better relationships by telling us:

what to do.what to expect others to do.


Principles help us:figure out how to interact when there is no manner.resolve relationship situations.

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The Principles of Etiquette

Think Before Acting

Consideration

Respect

Etiquette in Action

Make Choices

Thinking, empathy


Respect

Honesty

Make Choices That Build Relationships

Do It Sincerely

Choosing to act in a way that builds rather than tears down

Acting sincerely, being truthful

Staff Training


Etiquette for Training Staff

I’ve held training programs for my staff but nothing seems to stick. I’m getting really frustrated, What’s the problem?


Etiquette for Training Staff

The “why” matters.Lead by example.Set reasonable expectations.Be consistent


Be consistent.Don’t set consequences you’re not willing to enforce.

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Client Interactions


Etiquette For Meeting With Clients

I run a limousine service, not an etiquette school. Do I need to know all the rules of table manners and etiquette?


Do they really matter?

Setting The Tone For Success!

If people focus negatively on your appearance actions or words


appearance, actions or words, then your image needs polishing.

Appearance Counts

NeatNot torn or sloppyNot wrinkled

Clean


C eaWashed, no odorNo stains

Your personNo body odorNo bad breathWell groomed

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Actions

Body Language

Posture


Eye contact

Nervous habits

Gum chewing

Your Voice Is Your Image

Tone

QUALITY OF VOICE MATTERS:

Laughter


ToneSpeedInflection

LaughterAccentPronunciation

The good communicator is a good listener.

Business Social EtiquetteThat Really Matters

Learn the art of small talk.Don’t chew with your mouth open or talk with your mouth full of food.Dress appropriately.


Dress appropriately.Voice matters.Be prepared.Be a good listener.Thank them twice.

Sales Call Etiquette


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Etiquette For Meeting With Clients

I had an appointment set for 11:00AM with a prospect. I arrived at 11:05AM. I can understand if I was twenty-five minutes late why I


wouldn’t get the business. But they told me I was out of the running because I was five minutes late. Is this fair?

Be On Time

Introduction Exercise

Find a partner near you.

One partner stands and moves a few steps away. The other remains seated.

The standing partner goes to the seated


The standing partner goes to the seated partner and introduces him/herself.

Both note what the other does well and does poorly.

Identify the 4 parts of an introduction.

Shaking Hands

Introductions matter. 4 steps:Stand up.Look them in the eye and smile.


yFirm grip. Say your name and repeat their name.

Confidence is key.

What if…?

As you arrive for a new client meeting, you hear a loud sneeze and a nose being blown. A few moments later the client comes out, tosses a tissue into a wastebasket and then extends his


hand to greet you. You would…?

1.Refuse to shake hands2.Lie3.Shake hands

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Sales Meeting Top Seven

1. Be prepared2. Notify the client of any change required

in your plans ASAP3. Be punctual4 Have business cards ready


4. Have business cards ready5. Turn off cell/smart phone6. During the meeting

Keep a positive attitude, eye contact, poker face.

7. Follow-upThank you within 24 hoursAdditional requested info ASAP

The Positive Work Environment Starts


Environment StartsWith You.

What Can You Do?

Enforce standards in your places of work: ethics, dress, language, gossip.

Educate your workforce that the “How” and “Perspective” matter.

Learn how to use etiquette to build a


Learn how to use etiquette to build a positive work environment.

First impressions matter.

Communicate positively and carefully.

Lead by example. Embrace the goals to Think Before You Act and to Make Choices That Build Relationships.

Thank You


Peter PostThe Emily Post Institute

www.emilypost.com

think before acting make choices that build … before acting consideration respect etiquette in...

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