Business Etiquette

Nicu Aleman, September 2008

We have only one chance
to make a first good impression
Adopting A Business Etiquette

Making Initial Encounters Work
Whom to introduce first
Highest rank/woman/least known
Don't say "I'm sorry" automatically
Never ask "Who are you?" - be creative in
remembering names
Don't use the person's first name unless
you're invited to do so
The value of a good handshake
What do you say?
Personal territory
What ifthe person is missing the right hand?
Making Initial Encounters Work
Dressing code
Business environment dress accordingly
We are judged by our personal appearance
Business casual (smart casual)
One notch down from business ready
Avoid wearing clothes that reveal too much
or leave little to the imagination!
Casual Friday
In business less is more
Skip cheap accessories
Correspondence
Brush up your English
Salutation in the beginning and in the end
Proper grammar and spelling increased chances of
positive answer
Use spell check
Capitalize names and titles
Use active rather than passive voice
Write in complete sentences that have a subject and
a verb
Check for punctuation
Keep it formal
Be consistent with the formatting
Do not send emails in the evening
Use emoticons but dont exaggerate
Correspondence - emails
Do not send emails in the evening if you feel
nervous or facing a complex situation
Provide sufficient information in emails, create a
signature
E-Mails can create miscommunication
Avoid leaving the subject heading blank and make it
clear
Keep your message as concise as possible
Respond in a timely manner max. 24h
Maintain confidentiality
Write your emails as if they could be read by
everyone
Dont overuse CAPITAL LETTERS
E-Mail Commandments
E - mail only those people to whom your
messages actually pertain (rather than
entire address groups)
M - ake a point of responding to messages
promptly
A - lways use spell-check and grammar-check
before sending messages.
I - nclude your telephone number in your
messages
L - earn that e-mail should be used for
business rather than personal use
Making the Right Phone Impression
Ask before putting someone on
speakerphone
Have an updated personalized voicemail
Check your VM and emails regularly
Set limits to personal calls
Mute your cell phone when in meetings and
open space at the office or customer
Introduce yourself when calling
Be specific when leaving a phone message
Smile while on the phone
Organizing conference calls
Rule One: Prepare an agenda ahead of time
Rule Two: e-mail the agenda to each participant
2448 hours prior to the teleconference and follow-
up
Rule Three: Let each participant know, by phone or
e-mail exactly what his/her role is in the
teleconference
Welcome participants and introduce them
Follow the agenda
Invite each participant to comment or ask questions
"Sign on" at least two minutes prior to the actual
start time
Provide summary in the end and send minutes of
the conf call

Office protocol
The 12 Commandments of Cubicle Etiquette
1. Thou shalt not enter another person's cubicle unless you
are invited. (Recognize that an invisible door exists.)
2. Thou shalt not interrupt someone who is on the telephone
by using sign language or any other means of
communication.
3. Thou shalt think twice before interrupting someone who
appears deep in thought. (When you must interrupt a
person who appears to be deep in thought, say, "Excuse
me. Do you have a minute for me?")
4. Thou shalt be aware of how your voice projects (if you
laugh loudly, for example, ask yourself if others can hear
you and how it affects their concentration).
5. Thou shalt realize that speaker phones and cubicles don't
mix.
6. Thou shalt not discuss a confidential matter in a cubicle
setting.
Office protocol
7. Thou shalt realize that everything you say makes an
impression on your "internal customers.
8. Thou shalt not make or receive personal telephone calls
during the workday except during breaks or lunch.
9. Thou shalt not establish eye contact with someone when
you would prefer not to be interrupted (when you're on
the phone or meeting with another person, for example).
10. Thou shalt stand up and walk toward the entrance of your
cubicle when you would like to keep an impromptu
meeting short.
11. Thou shalt keep snacking to a minimum. (Your cubicle
should not look or smell like a mini-cafeteria.)
12. Thou shalt recognize that your cubicle is a reflection of
you. Keep it neat and orderly.

Office protocol
Show up early
Report to work on time
Come back from your breaks timely
Meet your deadlines
Return calls promptly
Reply to business emails, correspondence,
invitations promptly
Be professionally competent
Be discrete
Keep cubicle decoration in balance
80% of all papers that are filed are never referred to again
Paperwork is the biggest burden for small businesses
85 % of accumulated clutter is the result of disorganization,
not lack of space
Office protocol
Know your field of expertise thoroughly
Be current with recent developments in your
field
See that you are well informed about your
company especially its achievements and
future plans
Be discrete
Dont reveal confidential information about
your company or client.
Dont betray any confidences that colleagues
may have shared with you.
Office protocol
Dont talk about your personal problems or
any intimate personal details.
If you have a problem with a supervisor or a
co-worker, speak quietly and privately with
the appropriate supervisor and seek to
resolve this problem quickly.
Be considerate
Avoid being self-centered.
Give credit and acknowledgement where it is
due.
Use courteous language: please, thank you,
youre welcome, excuse me

Meetings
Never arrive too early for a meeting
Never arrive late
When late, demonstrate courtesy and
consideration towards others (announce and
apologize)
Know what to say when colleagues go off on
tangents
Handle attacks during the meeting with
grace (thank you for your feedback)
Stop interrupting others sentences
Social Events
Tactfully redirect "tech talk" at parties and
receptions
Synchronize your business meals
Follow your dietquietly
Save those notes on utensil use for later
Give overseas visitors the VIP treatment
Use the word "international" rather than "foreign"
for visitors from other countries
Develop a plan before you entertain guests at a
business reception
Make a point of approaching people you don't know
network!
Who picks up the tab?
Social Events
Coping with Challenges
Avoid medicating yourself in front of a
client or customer
Handle the personal crises of others
sensitively
Treat hygiene problems with discretion
and understanding
Keep the breath mints handy
Sneezing and coughing use left hand
Handle the love relationship at work
with discretion
Hygiene Issues
Smell fresh use colognes
Use mint/mouthwash after a meal
Use clean cloth handkerchiefs or paper
tissues when suffering from a cold/sinus
Keep your hair neatly combed and brushed
Don't approach a colleague about a hygiene
problem unless you've established significant
personal rapport with that person. If you do
decide to address such issues face to face,
do so in a private setting and establish
yourself as the person's ally
Test Your Business Etiquette
Test Your Business Etiquette.doc
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