Presented by Lynda Kavanagh - The “WOW” Gal

WOW

Copyright @ WCC

You never know who’s watching you and your etiquette!

Business Etiquette

Someone is always watching…

About the Presenter

Lynda KavanaghThe “WOW” Gal

Recognized as an expert in Marketing, Lynda has hosted a daily Marketing Tips program on SHAW TV, has written for numerous print and ezine publications and has been quoted in the Globe and Mail, Alberta Business Link, Calgary Herald, National Post and Lethbridge Herald as well as in the Canadian SOHO Business Magazine and Speaking of Impact Magazine.

Lynda has been involved in business for more than 35 years across all sectors. Since 1994, WOW Communications has provided marketing consultation and training services for established businesses and start-up entrepreneurs from her offices in Calgary and Lethbridge.

Lynda is the author and producer two audio cd books: The 5 HOUR Entrepreneur and The 4 HOUR Marketer. She is also the author of several college instructors’ manuals as well as the developer of post-secondary curriculum for courses in: advertising, marketing, graphic design, sales and organizational fundraising.

Lynda holds credentials in marketing, communications and non-profit management. She is also a graduate of the Dale Carnegie Public Speaking Program and is a national, professional member of the Canadian Association of Professional Speakers (CAPS). She is also a member of the National Speakers' Association and the International Federation for Professional Speakers (IFPS).

She also trainings in the tourism and hospitality sectors as her tourism experience is extensive. She and her husband travel each year to a different part of the world to experience each country by way of a bicycle, and to analyze tourism techniques. They also own a bicycle touring company called WOW Tours International Inc. Lynda uses the Emerit Tourism Training system.

She has been recognized as a college Distinguished Alumnus, and in 2005 she was recognized as one of only 100 people chosen to be Alberta Ambassadors during Alberta’s Centennial.  She has also received numerous marketing and communications awards.

Let WOW chart a course for your Marketing, Branding and Training Solutions!

Today’s outline

What is Etiquette? Visual Etiquette

Grooming, clothing, distracting mannerisms (Men & Women)

Vocal Etiquette Telephone, voice mail

Verbal Etiquette Words we use Email

Office Etiquette Social Event Etiquette

What is Etiquette?

Based on Emily Post’s Granddaughter’s Updates. Not just what fork to use, manners, grooming,

image – all are parts of etiquette because it is how people judge you… AND the business you work for.

Social standard governing good behaviour Rule of Thumb – what does the other person

see? Feel? Uncomfortable? Guidelines help us to eliminate Faux Pas Mom/Dad didn’t teach us everything … or what

they taught is outdated

10 most common Etiquette Faux Pas

1. Inappropriate language.

2. Disregard of other people’s time.

3. Inappropriate dress and poor grooming.

4. Misuse of the telephone.

5. Failure to greet someone appropriately.

…. continued

5 more….

6. Poor listening skills.

7. Disregard of shared property and other’s personal / office space.

8. Embarrassing others.

9. Poor table manners.

10. Not taking responsibility for mistakes.

Etiquette Awareness Quiz in a Business Setting

1. True or False?: If you are disconnected, it is the caller’s responsibility to redial?

2. True or False?: Thank you notes should be typed.3. True or False?: When someone you know sends you

an email, unless it is urgent, it is not necessary to acknowledge receipt of the email.

4. True or False?: Your nametag should be on the left side of your shirt/jacket/blouse.

5. True or False?: The following is a proper introduction: “Ms. Boss, I’d like you to meet our client, Mr. Smith”.

Business Etiquette Quiz continued….

6. True or False?: When someone offers a toast it is appropriate to clink glasses.

7. True or False?: At a business function, it is okay to eat French Fries with your fingers.

8. True or False?: In handshaking, a man should wait for the woman to extend her hand.

9. When two Canadian business persons are talking, the distance they should stand apart is approximately:

A. 1-1/2 ft B. 3 ft. C 7. Ft

Business Etiquette Quiz continued….

10. True or False?: When eating meat you should cut one piece at a time and eat it, not cut a few pieces and then eat them.

Casual Friday - headlines!

Impressions people get from us, tells them how to treat us – includes manners & clothing

“Casual Friday” be gone! Social vs. Business – can be different Appearance counts – pay attention. What’s your Packaging? Choice – Consequences. YOU REPRESENT THAT ORGANIZATIONS.

What’s your Etiquette message?

You are judged on your professional appearance.

Politeness includes: 3 “V”s We are judged on our:

Visual, Vocal & Verbal Etiquette

Interesting stat

31% of people complain about a co-worker’s poor grooming

Globe and Mail October 2007

Etiquette Messages through Visual

Body language, posture, confidence, gestures. Posture – confident walk. Distracting mannerisms. Good Grooming. Clothing. BTW…. Hats ALWAYS come off when you enter

a building. You will be judged on these visuals others see.

Visual – Distracting Mannerisms

Scratching or picking at yourself.

Playing with hair. Combing hair in

public. Drumming fingers. Tapping feet. Applying makeup. Picking Teeth.

Moving tongue around inside cheek or front teeth. Fidgeting.Yawning. Straightening paper or desk while being talked to. Clicking pens. Chewing gum. Crowding personal space.

Visual – General Good Grooming

Good Grooming means paying attention to detail:

A well dressed woman … run in stocking

A well dressed man … perspiration stains … or food on tie.

Polished shoes…. Vs scuffed shoes

Visual –Good Grooming Men & Women

Good Grooming checklist: Hair is clean and off face with

some style. Nose and ear hairs clipped. Ears clean. Glasses fit and clean, no hanging

chains. Clean teeth, fresh Breath. ….

Coffee Fingernails clean and filed. Limited perfume … aftershave

Good Grooming - Men

Trimmed mustache & beard. No five-o’clock shadow. Hair neat, tidy, good cut No rule about length … just

styled off of face

Visual – Men’s Clothing checklist

Men in a business/office setting: Appropriate for the setting (ie suits vs shirt & slacks) No undershirt showing Well-knotted tie .. Ends in the middle of the belt Mid-calf length socks .. Not white athletic, not ankle No Hats unless in a Labourer position

Good Grooming - Women

No facial hairs. Lipstick blotted (not on teeth). Lipstick appropriate color (should not be the

first thing you see). Makeup .. Not visible … blended. Conservative non-chipped nail polish. Hair – good cut… not hanging in your eyes.

Visual – Women’s Clothing checklist

Women in an office/business setting: Underwear (doesn’t show through) No Lace Nylons… yes or no? Jewelry … watch … necklace .. Earrings … one

ring per hand…. Not distracting Avoid casual shoes, flip flops, should be dress shoe

- flat or mid sized heel appx 2”. No Stilettos (4”). Skirts - maximum 2” above knee, watch slits.

Visual Rule of Thumb…

Dress for the job you want…

not the job you have!

Etiquette Messages through Vocal

Telephone Etiquette. Voicemail. Cell phones.

Vocal – Telephone Etiquette

Don’t make people “re-think” doing business with you.

Answer with Finesse Not their fault Not a disruption

Telephone Quiz

YES OR NO:1. Do you answer your phone within one to three rings?2. Does your answer include a greeting, such as “Hello”?3. Does it include your name? 4. If you share an extension, does your answer include your

department’s name? 5. Is your greeting fewer than 10 words?6. Do you smile when you answer?

… More thoughts on the Telephone

Telephone Tag: Make an Appointment. Specify good times.

Return ALL calls. Good rule of thumb – 24 hours.

Vocal Etiquette through Words

Voice Mail Establishing your Message Greeting.

Full nameShort Today’s date, when you’ll call backAsk them to leave name, phone, brief message.

Don’t be too busy for them? Don’t make yourself out as a Liar!

Verbal - Email

Unsolicited emails don’t warrant a reply. Acknowledge all other emails:

Courteous to reply that you got the email / file. May not have gotten it – server problems. If you don’t they sit and wait! Angry!

Watch what you write: Typos and spelling reflect badly on you. Take a breath and re-read before you hit SEND. People can forward.

Don’t forward jokes…unless requested.

Office Courtesies

You don’t choose your co-workers

And

They don’t choose you.

No excuse for bad manners

Office Courtesies

Respecting personal space: Same as their home, respect their

space. Don’t rifle through their desk or

files. Ask permission to enter an office

or to borrow something. Respect their property. Return property.

Office Courtesies

Office Machines: Rule – Leave as you found it! Learn how to use the equipment. If it’s empty, fill it - if it’s broken, fix it. Don’t read other’s faxes or memos. If you borrow it, give it back Make sure equipment is ready for the next person.

Social Events: What’s Dining got to do with my work?

The Perplexities of Placement! Rule of thumb: Food Dishes to the left, Drink

containers to the right. Glasses – White wine has smaller bowl

Water is largest. Utensils – Work “outside - in”.

Miscellaneous Dining tips

Coffee by handle not bowl. Soup – spoon away, spoon on plate. Butter knife (left) leave on bread plate – rip not cut. Napkin – on your lap when everyone is seated.

When leaving – to the left. Pass salt & pepper together. No fingers. Pass to the right at a round table. Purses on the floor not the table

Uncomfortable Etiquette!

Food on teeth/face: It’s kinder and less embarrassing, to say

something than to say nothing, be discrete and casual

IT’S YOU!!!! Just say thanks If it is stuck!!! Excuse yourself. No toothpicks

at table If someone does a Faux Pas

Say nothing unless asked

Conclusion

Someone is always watching If you want to advance in your job recognize people will judge you on your etiquette,

grooming and manners Respect from others comes from what they see and

hear (clothing, manners, grooming, politeness)

Business Etiquette Resources (2003)

Books Business Etiquette, Linda Hughes International Business Etiquette, Anna Marie Sabath Idiot’s Guide to B. Etiquette, Mary Mitchell

Websites http://www.executiveplanet.com/index2.jsp http://www.ravenwerks.com/practices/etiquette.htm http://www.hbcollege.com/management/students/bus_etiquette.htm

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Our services are below with details on the web.

WOW for Established Business: The 4 HOUR Marketer Audio CDs $219.00 Hourly Consultation: $125 / hour The “WOW” CAT – Full-service Marketing Staff Training

WOW for Start-up Entrepreneurs: The 5 HOUR Entrepreneur Audio CDs $239.00 Hourly Consultation: $125 / hour The “WOWprenuer” – One-on-one coaching Public Workshops