"Sleep not when others speak, sit not when others stand, speak not when you should hold your peace, walk not on when others stop.

Transcription

1 Business Etiquette

2 Introduction "Sleep not when others speak, sit not when others stand, speak not when you should hold your peace, walk not on when others stop. George Washington Etiquette, simply stated, is knowing what to do and when. Proper etiquette can often provide that small push or lasting impression that becomes an advantage in a business situation. Above all never be late! Better an hour early then a minute late 2006 Deloitte Development LLC. All rights reserved. 2

3 Business Etiquette Agenda Conversation Etiquette Dress Etiquette Electronic Etiquette Diversity Etiquette Dining Etiquette 2006 Deloitte Development LLC. All rights reserved. 3

4 Conversation Etiquette: Introductions Always rise when introducing or being introduced to someone When making an introduction, present the less distinguished to the person of higher position Mr. Quigley (CEO, D&T), may I introduce my colleague, Bob Jones? Use casual introductions when someone joins you midconversation in order to subtly include them Mr. Jones, Ms. Smith and I were just discussing the new product line. Have you heard the news? Unless given permission or you are in an informal setting, always address someone by his or her title and last name Mr. Jones, Ms. Smith, Dr. James, etc. Nicknames are generally acceptable Use a firm handshake and maintain eye contact while shaking hands 2006 Deloitte Development LLC. All rights reserved. 4

5 Conversation Etiquette: Topics Common ice-breakers Current news in business, technology, world events, and sports History, music, and books of interest Hobbies such as travel, athletics, or food or drink Topics to avoid Religious, political, and other potentially controversial issues Personal topics about family, finances, relationships, or illness unless the other person initiates Avoid long, detailed stories especially about yourself Respond to body language If the person has only said uh-huh for last ten minutes or stares distractedly into space, you are probably boring them or dominating the conversation Turn the conversation in their direction with a change of topic or a specific question to pique their interest Recognize when to excuse yourself and move on to something else 2006 Deloitte Development LLC. All rights reserved. 5

6 Conversation Etiquette: Departing When leaving a conversation, excuse yourself quickly and politely Ms. Smith, I enjoyed speaking with you. Will you please excuse me? Excuse me, Mr. Jones. It was very nice to meet you. When leaving a conversation with multiple people, only excuse yourself to those with whom you are currently speaking Thank the host when leaving if the event was formal or for a small group Thank you, Mr. Smith I had a great evening Deloitte Development LLC. All rights reserved. 6

7 Business Etiquette Agenda Conversation Etiquette Dress Etiquette Electronic Etiquette Diversity Etiquette Dining Etiquette 2006 Deloitte Development LLC. All rights reserved. 7

8 Guidelines For Proper Business Casual Attire You only have one chance to make a first impression, and that first impression is how you look when you first walk into a business meeting. Here are the guidelines you should follow when making your class presentation. You can also use these guidelines in the real world but always remember that, especially in an interview, you want to dress one level up from what is expected. For women: Clothing: Stick with the following guidelines: o A casual jacket or blazer with well-pressed trousers or a skirt is a top option. o A jacketed tailored dress is a fine choice. o A knee-length skirt with a blouse works well. o Pastel overload (pink, baby blue) is fine in a nursery but not in your outfit. o Provocative clothing (see-through tops, uncovered cleavage, second-skin pants, festive shimmering-fabric, super-short skirts) should be avoided. Shoes: Shoes should look business-like and be dark colored no strappy shoes, sandals, or mile-high stilettos. Stockings: You can skip them for a business casual look. Make-up: Avoid wearing heavy makeup on you or your collar line. Accessories: Leave flashy or distracting jewelry dangly earnings, clunky bracelets, giant, spiky rings that bruise fingers when shaking hands at home in your jewelry box. If you wear it, make sure your nail polish is fresh, unchipped, and in a classic color (nothing too exotic). For men: Clothing: A tie is not necessary for this class (but see below for when they are). Wear a sport jacket or blazer, especially navy blue, black or gray, with colorcoordinated long trousers or pressed khakis. Shirts must have collars, be long-sleeved and tucked into pants; button-down shirts are good but not mandatory. A nice belt should always be worn even if you don t need it. Shoes: Choose dress shoes and matching belt; no sneakers. Socks: Wear dark socks that are mid-calf length (nobody wants to see your legs). Ties: Unless you know from your research that a tie isn t part of the uniform where you re interviewing choose a simple (not too busy) tie for job interviews. Accessories: Limit jewelry to a conservative wristwatch. Removing earrings is safest but not necessary for this class. For both, steer clear of the following: Dark tinted glasses; sunglasses atop your head or front of collar Electronic devices (even on vibrate mode the buzzing sound is annoying) Joke or fad watches

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10 Dress Etiquette: Examples Black Tie Cocktail Attire 2006 Deloitte Development LLC. All rights reserved. 9

11 Dress Etiquette: Examples Business Formal Business Casual 2006 Deloitte Development LLC. All rights reserved. 10

12 Business Etiquette Agenda Conversation Etiquette Dress Etiquette Electronic Etiquette Diversity Etiquette Dining Etiquette 2006 Deloitte Development LLC. All rights reserved. 11

13 Electronic Etiquette: Voic Leave your full name and phone number at the beginning of the voic message This aids the receiver if they have to replay the message. Keep your message short and concise Speak clearly, calmly, confidently, and enthusiastically Prepare an outline of the message if it is intended to be a long message (e.g., status report) Return all voic s within one business day Remember to check your voic when out of the office on the client site 2006 Deloitte Development LLC. All rights reserved. 12

14 Electronic Etiquette: When leaving an , do not leave the subject field blank This makes finding an later difficult Use a concise description of the content of your Include a signature in all s Always include contact info (cell phone number) in your signature Do not use ALL CAPS unless you are using an acronym or making a warning Be mindful of grammar, spelling, and punctuation Write in complete sentences (even if your thoughts are not) Use auto-spell and Microsoft Word s dictionary or thesaurus (shift-f7) Avoid emoticons in formal documents ;-) Enable the spell-check before send feature in your application; it will save you many embarrassing situations s can be forwarded and later viewed by anyone Your boss has the right to monitor your account Reserve very private s for your personal account (remember Enron) Send large attachments in a compressed or zipped format 2006 Deloitte Development LLC. All rights reserved. 13

15 Business Etiquette Agenda Conversation Etiquette Dress Etiquette Electronic Etiquette Diversity Etiquette Dining Etiquette 2006 Deloitte Development LLC. All rights reserved. 14

16 Diversity Etiquette Foreign customs and accents Indicate little about the speaker s ability to read, write, speak, and understand English or their abilities as a business person If you do not understand, ask the person to repeat, but do so in a polite and apologetic way they may find your accent just as difficult to understand Be aware of cultural differences in personal space, eye-contact, and speaking voice In some cultures it is considered impolite to stand too close to a person when speaking Maintaining constant eye contact while speaking may be considered impolite in some countries Time zones Be considerate of making phone calls and scheduling meetings when working with people in different time zones 2006 Deloitte Development LLC. All rights reserved. 15

17 Business Etiquette Agenda Conversation Etiquette Dress Etiquette Electronic Etiquette Diversity Etiquette Dining Etiquette 2006 Deloitte Development LLC. All rights reserved. 16

18 Table Setting: Taking Inventory Base plate in the center Forks on the left Exception: oyster fork on right Napkin on the base plate or to the left Knives and spoons on the right Glasses on the top right Bread and butter plate on the top left Dessert and coffee fork and spoon on top An easy way to remember bread on the left, drink on the right 2006 Deloitte Development LLC. All rights reserved. 17

19 Table Setting: Placement Source: Manners International 2006 Deloitte Development LLC. All rights reserved. 18

20 Table Etiquette: Utensil Usage Use your utensils Hold fork in your left hand and knife in your right hand Hold down an end-piece of food, with the prongs of the fork facing downward, and cut using a gentle sawing motion Lay knife down, switch the fork to your right hand, and eat Use your fingers Pick up crisp bacon, bread, cookies, French fries, olives, pickles, hamburgers, and sandwiches with your fingers When it doubt, use your utensils or watch your host If you need to remove food (e.g., olive pits, fish bones) from your mouth, use the same method (e.g., finger tips, fork) and place it on the edge of your plate Deloitte Development LLC. All rights reserved. 19

21 Table Etiquette: Follow Your Host General rule: follow your host when sitting, standing, eating, and drinking. When you first sit down at the table, make conversation. Open your menu after your host first opens his or hers. If your host orders an alcoholic drink, you may as well. If you are asked first, you can pass the responsibility by responding I am not sure yet, you can start with someone else. Close your menu when you are ready to order. Good waiters will not ask to take your order until you do so Deloitte Development LLC. All rights reserved. 20

22 International Etiquette In Hong Kong you would take it as a compliment to be served the head of the fish at a formal dinner A Japanese host may: Be dismayed if you don t slurp your noodles at the dinner table Become uncomfortable if you rest your hands in your lap at a meal In India, in order to dine politely, you would: Not be surprised if you are not given cutlery Never eat with your left hand, even if you are left-handed When in doubt follow your host! 2006 Deloitte Development LLC. All rights reserved. 21