Reuben L. Harness University of Kentucky. Introductions Email Telephone Office Meeting Cubicle Dress...

Reuben L. HarnessUniversity of Kentucky

IntroductionsEmailTelephone Office Meeting Cubicle DressNetworking Dining

What is Business Etiquette?Expected behaviors and expectations for individual actions within society, group, or class. Within a place of business, it involves treating coworkers and employers with respect and courtesy in a way that creates a pleasant work environment for everyone.

KASRO

Kentucky Association of Student Receivable Officers

Why Business Etiquette? Differentiates you from others in a

competitive job market Enables you to be confident in a variety

of settings with a variety of people Honors commitment to excellence and

quality Modifies distracting behaviors and

develops admired conduct Exhibit Professionalism and develop a

polished image “Be one step ahead, practice the social skills

necessary to help you make a great first impression and stand out in a competitive job market”

Kentucky Association of Student Receivable OfficersKASRO

Key Aspects Difference between Social and Business

Etiquette

The importance of introductions

Important Business Etiquettes


Principles underpinning all Etiquette

GOLDEN: Treat others as you would like to be treated

PLATINUM: Treat others as they would like to be treated


Introductions Stand up

Look the person in the eye

Extend your hand for a firm web-to-web handshake

Say your name and something about yourself


Introduce the person of greatest importance or authority first

Gender or age is not the deciding factor

When a client is involved, mention him or her first

A proper business introduction should include first and last names


Handshake Handshake is a gesture of acceptance and

welcome Extend your right hand Give slight pressure Grasp the other person’s hand firmly and

completely Look into he eyes and smile Release the hand in three seconds No matter what, NEVER, ever refuse to accept

someone’s hand video


https://www.youtube.com/watch?v=exUlCjqQsDA

WRONG

WRONG


RIGHT!


Email Etiquette

Need of Email EtiquetteProfessionalismEfficiency Protection from liability


E-mail should be concise and to the point

M-ake use of proper spelling, grammar & punctuation

A-lways answer swiftly

I-nclude your signature

L-earn to read the E-mail before you send it


Email etiquette rules Make it personal. Avoid using BCC and

CCC unnecessarily Use templates for frequently used

responses Use a meaningful subject Read the email before you send it Keep attachments to a minimum and

mention your attachment in the content Take care with abbreviations and

emotions


Poor Usage Examples No subject line

Action required and key points are hidden in the message

Misusing the global distribution list

Discussion that could have or should have been done on the phone


Use Smart Subject Lines All message should have clear and specific “Subject Lines” that

Describes the message content

Specifies if there are actions required & due dates

Mentions clearly who the message is for


Good Subject Line Examples

Meeting minutes from 5/1 discussion Reports included: Minutes from KASRO, all

Reports due Monday DISTRIBUTE: Program agenda & related

information Staff meeting Monday 5/4 10:00 am Preview night attendance


Poor Subject Line Examples

Weekly Minutes Here are the URLs RE: meeting (blank subject line) Unrelated subject line-sending an

email with an old subject line


Think Before you Click Don’t automatically “REPLY TO ALL”

Take one last look at your distribution list-is this email necessary for all recipients. EXAMPLE: Welcome Mail- when replying, send it only to the person to be welcomed.

Once the email discussion goes beyond 2-3 replies anyway, it’s time to pick up the phone


Write For Action Specify email content in the first 1-3 lines

Does it require a reply back by a certain date

Does it include action required What information is contained that the

reader will find necessary for their job

Use the To: and Cc: addresses appropriately

Stop replies before they start If a reply is not required, end your message

with “(Reply Not Necessary)”


Recommended StandardsRules:

No outlook templates or “pretty stationary” when sending/replying messages

Reply to sender only. Only “Reply to All” when absolutely necessary

Avoid using jargon

Do not use all CAPS

Be aware of who the email may be forwarded to

There is no such thing as confidentiality in email


General Tips Use standard font throughout the message

Avoid colored fonts in a professional email

Be very specific with the use of bold, italic or underline font style

Keep the size of the font visible and constant

Avoid short forms or slang (“u” instead of “you”, “y” instead of “why”, “r” instead of “are”, etc.


Telephone Etiquette When you initiate a call identify yourself

Address caller by name in a courteous manner

Keep conversation brief

Never be impatient

Listen carefully

Do not interrupt

Do not eat or chew while speaking on phone

Request permission to put caller on hold


Close conversation with appropriate salutation

Let the caller hang up first

In case of missed calls, return call within a reasonable period of time

If someone calls you by mistake, inform the caller politely that they reached a wrong number

Tell the basic nature of your call

Have someone answer your calls

No phone calls during meetings


Managing Angry Callers Listen to his problem or complaint carefully

Do not interrupt the caller and let him finish

Do not say, “you are wrong”

Empathize with the caller

Investigate complaint or problem and solve it

Tell the process of solving the problem

Call back when you have the solution


Office Etiquette Those who follow good office etiquette are promoted

and given choice assignments

Those who are seen as insensitive are passed over or have their employment terminated

Be self aware and use common sense

Mind your own business

Never go over your supervisor’s head

Obey your company’s business dress code

Treat every employee with the same respect


Do not post things of an offensive nature

Show a healthy respect for colleagues experience and expertise

Exhibit a positive attitude and know what your role will be on the team- How can I best assist?

Leave your personal life at the front door

Inquire about the proper way to respond to co-workers, supervisors, clients (Business letter head, phone call, etc.)


Put things back where they belong (stapler, hole punch, tape, etc.)

Indicate a reorder if you use the last of anything

Refill the paper tray in the copier if you empty it

Learn how to unjam the copier

Clear the copier settings after using


Reasons for firing employees

Bad language Excessive workplace gossip Drinking on the job Leaving without telling anyone Too many personal calls

Breaches of office etiquette Bad hygiene Bad habits Wastefulness with paper


Meeting etiquette

Avoid swear words and vulgar references

Poor communicating skills are not professional

Avoid personal questions during first meetings

Whoever gets to the door first should open it and hold for others who are following

Turn off your cell phone ringer, accept voicemail and text messaging only


Business card etiquette Always have a business card

Have it in good shape and updated

Have it readily available

Be selective about distributing

Present it in an appropriate time and manner


Cubicle EtiquetteKentucky Association of Student Receivable Officers

KASRO

Never enter someone’s cubicle without permission

Do not wear strong perfume or cologne

Do not stand in front of someone’s cubicle and carry on a conversation

Announce yourself at their doorway or knock on the wall

Post a sign or flag at your cube entrance to signal when you can be interrupted

Don’t peek in as you walk past each one


Never read someone’s computer screen or comment on conversations you overhear

Avoid loud phone conversations, especially of a personal nature

Do not walk into a cubicle when someone is on the phone (leave them a note or email instead)

Keep your hands off others desk. Just because there’s no door doesn’t mean you can help yourself to their paper

Avoid eating meals inside the cube


Dress Etiquette

Dress for the partRepresent your companyKeep it neat and cleanDon’t reveal too muchDress for the time of dayDon’t be a fashion statementSimple but classyGrooming


Professional AppearanceGrooming is fundamental

Hair clean and styled appropriately

Clean nails, skin and teeth

Many professionals wear make-up

Check fragrance and clothing care


Professional AppearanceWardrobe

Professional Business Wardrobe For women: skirted/pant suit, dress

shirt, clean well maintained dress shoes (generally closed-toe shoe)

For men: suit, dress shirt, tie (well maintained dress shoes)

KASROKentucky Association of Student Receivable Officers

Professional Work Attire


Professional Appearances Business Casual Wardrobe

For women: dress pants, shirt, blouse, well maintained dress or casual shoe (no tennis shoes, flip flops, etc.)

For men: slacks/khaki pants, polo shirt, or other collared dress shirt, well maintained dress or casual shoes (no tennis shoes, flip flops, etc) ***NOTHING SLOPPY***


Casual Work Attire




Networking BREAK OUT OF YOUR COMFORT ZONE

Mingle-Mingle-Mingle- Mingle- Mingle

Don’t travel with your friends

Make direct eye contact, smile and speak

Contribute positively to the conversation with your thoughts and open ended questions

If appropriate, collect business cards

Politely excuse yourself and move on to another individual


Dining Etiquette Kentucky Association of Student Receivable Officers

KASRO

Table manners are the rules of etiquette used while eating, which may also include the appropriate use of utensils. Different cultures observe different rules for table manners. Each family or group sets its own standards for how strictly these rules are to be enforced.

Video

Dining Etiquette Kentucky Association of Student Receivable Officers

KASRO

https://youtu.be/unXKYK0uRJ8




Dining Etiquette Finish chewing before continuing your

conversation

Try not to gulp your food

Do not blow on food that is hot

Wait until everyone is seated

Everyone should start at the same time

Take small bites, keep your mouth closed


Don’t order an expensive entrée

Don’t order anything crunchy or messy, or that you have to eat with your fingers

Don’t put your elbows on the table, but you may rest your hands there

Don’t start eating until your host or hostess does, or until everyone has been served

Cut meat one piece at a time

Rest silverware on your plate when speaking


Pace yourself so that you finish about the same time as everyone else

Limit or forego alcohol consumption

Don’t push your dishes away to signal you have finished. When you’re

done, put your utensils in a 4:00 position.

Be discrete if you have a problem with the food


Thanks!


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