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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