Business etiquettes gihan

Business Etiquettes

By : Gihan aboueleish

Golden: Treat others as you would like to be treated

Platinum: Treat others as they would like to be treated

4 June 2012

Business Etiquettesv- Gihan

Aboueleish 2

Two Stages:

Initial Perception— (Immediate)

Sustained Perception— (Over Time)

4 June 2012


Aboueleish 3

Initial Perception Sustained Perception Presence Personal Substance Appearance & Professionalism Manner & Style Attitude Etiquette Integrity Awareness Civility

Work Ethic & Discipline Presentation Listening and Interpersonal Skills Meeting Skills Business Meals

4 June 2012


Aboueleish 4

Appearance

Manner & style

Etiquette

4 June 2012


Aboueleish 5

―People begin to evaluate us before any words are ever spoken

Who you are speaks so loudly I do not hear what you say‖

Emerson

4 June 2012


Aboueleish 6

Carriage: exercise

Handshaking: exercise

Dress: handout

Grooming

First words: Exercise

Listening: Exercise

Introduction Style: Exercise

Voice: exercise

Name Recognition/Recall

4 June 2012


Aboueleish 7

Pumper

Dead Fish

Squeezer

Two handed

Equal, with direct eye contact

4 June 2012


Aboueleish 8

DRESS

* Does Dress Impact Decision on Interviewees?

Yes – 93% No – 7%

* Does Dress Impact Promotion Potential?

Yes – 96% No – 4%

4 June 2012


Aboueleish 9

―The way you dress affects the way you are perceived, and the way you are perceived, is the way you are treated.‖

Buck Rodgers

Former VP of Marketing, IBM

Author of The IBM Way

4 June 2012


Aboueleish 10

Neatly trimmed hair

Light perfume or cologne

Clean and trimmed fingernails

Limited jewelry

Concealed tattoos; no visible body jewelry

Polished shoes

Stockings without runs

Belts on pants; socks that match belt color

4 June 2012


Aboueleish 11

Before you enter a situation, visualize what you are going to say and do—and then mentally rehearse how you believe your audience will respond.

At the same time, visualize what your audience‘s most preferred communicator would be saying and doing

4 June 2012


Aboueleish 12

Ask yourself, ―What would the other person like to hear me say first?‖

This will allow you to say something that will show you see things from the other person‘s point of view.

Exercise: compliment someone at the table about something you know to be important to them.

4 June 2012


Aboueleish 13

How do you know someone is listening to you?

How do you feel when you know someone is listening to you?

How do you describe a person who is listening to you?

4 June 2012


Aboueleish 14

How do you know someone is ignoring you?

How does it make you feel when you are ignored?

How do you describe a person who has ignored you?

4 June 2012


Aboueleish 15

Why should you plan your non-verbal communication as carefully as your verbal behavior before you take part in a job interview?

4 June 2012


Aboueleish 16

Purpose: What do I want to happen as a result of this message? When do I need a response?

Strategic alignment: How does my memo contribute both to reader and company goals? How will readers react?

Execution: Is this a good time to send this message? How can I finish it on time? How should I transmit this message?

4 June 2012


Aboueleish 17

Open with your purpose: Clear subject line. Opening paragraph that answers the What, Why, and When questions.

Order your arguments: Lead from strength; chronology; umbrella point.

List action steps: Who does What When

4 June 2012


Aboueleish 18

Write precise subject lines

Write first sentences that tell readers how you want them to react to the rest of the message.

Define the ―why(s)‖ of your message.

Be sure your opening meets the ―so what‖ test

4 June 2012


Aboueleish 19

Lead from strength in action memos.

Order by chronology in explanatory memos

4 June 2012


Aboueleish 20

Headings: table of contents of memo; macro-organizers

Lists: improves comprehension and retention; micro-organizers

Boldface, underlining, and italics: help readers scan information- more easily

Indenting: reveal hierarchies of thought

White space: improved curb appeal of memo

4 June 2012


Aboueleish 21

Overall appearance

Margins

Type Size

Boxing

Typeface

Chunking

Overall length

Short paragraphs

Short sentences

Short words

4 June 2012


Aboueleish 22

Opening paragraphs

Background paragraph

Scan able body paragraphs ◦ write in what/why/data (or significance)

Issues/further discussion

Follow-up paragraphs

4 June 2012


Aboueleish 23

Hi, I‘m Fred Jones (vs. Mr, Ms, or Dr)

4 June 2012


Aboueleish 24

Hello. My name is Libby Smith. I am here for a 1 o‘clock appointment with Mr. Jones.

4 June 2012


Aboueleish 25

Mention authority figures first and introduce others to them.

Introduce a younger person to an older person.

Always stand up.

Always shake hands.

4 June 2012


Aboueleish 26

Father Graham, may I introduce Libby Smith, our new assistant director of diversity. She recently earned her MA in Human Resources at Indiana University.

Father Graham has served as President of Xavier University for the past 6 years. Recently, US News & World Report ranked Xavier as the 2nd best comprehensive university in the Midwest.

4 June 2012


Aboueleish 27

In groups of 3-4, introduce each members of the group to one another.

4 June 2012


Aboueleish 28

Get business cards from everyone you meet and makes notes on it about when you met, what you had in common, and details about the person, including names of children.

Prefer the formal to the informal, especially with older and higher ranking people

Avoid saying, ―I‘m sorry, I have forgotten your name‖ Instead, say ―Help me out, your name was on the tip of my tongue and I must be having a senior moment.

4 June 2012


Aboueleish 29

Even when asking questions, have your voice end on with a downward inflection.

Say ―What time is the meeting?‖ once with voice raising at the end and one with voice ending with a downward inflection.

4 June 2012


Aboueleish 30

Authoritative language

Positive language

Concise language

4 June 2012


Aboueleish 31

Telephone calls.

Notes of Appreciation

Phone Calls and Voice Mail

Beepers, Cellular Phones and Portables

4 June 2012


Aboueleish 32

Identify yourself and your company.

Ask the person if he or she has time to talk.

Make calls during normal business hours.

Return calls the same day.

Never put someone on hold without asking permission.

Don‘t do other work while on the phone

Be courteous of others when screening calls.

4 June 2012


Aboueleish 33

Outline points you want to make prior to placing a call.

If your party is not there, leave a brief message and request a telephone appointment.

If your party answers, identify yourself, stick to your outline and thank the person at the end of the call.

4 June 2012


Aboueleish 34

Prepare

Be respectful

Be inclusive

Keep moving

Get commitments

4 June 2012


Aboueleish 35

Identify yourself and your return number immediately.

Be brief and to the point. What you want, why it is of mutual interest, details, next steps. Leave return number again.

Record your own concise outgoing message. Make sure you sound upbeat and optimistic

4 June 2012


Aboueleish 36

Start with an upbeat greeting

Indicate how the caller can get a response

Close on a positive note (Make it a great day!)

Do not have a cute message

background music

a long introductory comment before the beep

4 June 2012


Aboueleish 37

What are the differences in impressions you make when you use each of the following media:

voice mail message

e-mail message

business letter

telephone call

impact of normal call

speaking from or to a speaker phone

call waiting interruptions

4 June 2012


Aboueleish 38

Limit the use. Put on vibrate or silent.

4 June 2012


Aboueleish 39

Thank You

Letter of Commendation

Memos of Recognition

4 June 2012


Aboueleish 40

When visiting an office, pay attention to how the office is decorated. Look for clues that will allow you to compliment the other person on something non-controversial

Avoid politics, religion, how much you earn, or negative communication such as comments about a company or people

4 June 2012


Aboueleish 41

In small groups, identify something in your office décor that perceptive visitors could identify that would allow them to compliment you or start a conversation about a topic that stirs feelings of pride within you.

4 June 2012


Aboueleish 42

Before the meeting

Starting the meeting

After the meeting

4 June 2012


Aboueleish 43

Arrive early to make sure meeting room is set up correctly. Put agendas in place. Provide for drinks and a light snack.

Stand near the door to thank each person who arrives. Ask what issues are of particular interest to them.

Introduce new members to existing members

4 June 2012


Aboueleish 44

Ask new members of group to introduce themselves. Ask historical members to give their names and positions.

Preview the agenda and set a time limit for each item, including time at the end of the meeting to come back to issues.

4 June 2012


Aboueleish 45

Ask non-contributing members if they‘d like to add their perspectives.

Note: Interestingly, research shows talkative members welcome the comments of others—and shy members value inclusion in the conversation.

4 June 2012


Aboueleish 46

Summarize agreed upon actions, responsibilities and timing, later written as minutes and distributed to relevant parties.

Thank group and guests for their time and contributions.

4 June 2012


Aboueleish 47

Business Meals

Rules for the Host

Rules for the Guest

Ordering

4 June 2012


Aboueleish 48

Breakfast Meetings: often best time to meet with busy executives

Luncheon Meals: iced tea and simple food

After-Work Cocktail: one only to stay in command in the meeting and on the road.

Business Dinners

B=Bread D=Drink

4 June 2012


Aboueleish 49

Don‘t impose invitations.

Request responses as soon as possible.

Invite others for business reasons.

Select an appropriate setting.

4 June 2012


Aboueleish 50

Arrive early to greet guests.

Give credit card to server in advance. Ask that 18% be added for a tip. Be sure server gives you signature form to sign promptly and discretely at end of meal.

If price is a factor, indicate courses & meals you recommend that meet your guidelines.

Apologize to guests if the food or service is below your expectations.

4 June 2012


Aboueleish 51

Respond promptly to the invitation and give reasons for a negative response.

Know where the event will take place and know what rules apply there. Arrive 2-3 minutes late, no later.

Follow the host in deciding what to order. Be aware of what you order says about you to others.

Thank the host. Say positive things about host that he or she want to hear said and cannot say about him or herself.

4 June 2012


Aboueleish 52

Avoid awkward foods.

Do not order alcohol if . . . it is against company policy.

you will be driving after the meal.

you don‘t want to drink alcohol.

it will be your second drink.

4 June 2012


Aboueleish 53

Leave some food on each plate

Split bills evenly if bill is divided

Do not take a doggy bag

4 June 2012


Aboueleish 54

Only begin eating after your host or guest is seated and begins eating.

Bring food up to your mouth (soup spoon)

Observe pace of eating of others and conform to their pace

Cut one piece of food and eat it rather than cutting up meat all at once

4 June 2012


Aboueleish 55

Lay napkin across lap; do not use as a bib

Select silverware from the outside in

When finished, put silverware in 10 o‘clock position

Do not dunk food

Keep mouth closed when chewing

4 June 2012


Aboueleish 56

All Four Elements are Important

Attitude

Integrity & Trust: Always Doing the Right Thing

Civility

Self Discipline

4 June 2012


Aboueleish 57

Be positive about yourself, your work, your boss, peers, coworkers, customers, suppliers, and company

4 June 2012


Aboueleish 58

―Winning is not a some time thing; it‘s an all the time thing. You don‘t win once in a while; you don‘t do things right once in a while; you do them right all the time.

Winning is a habit. Unfortunately, so is losing.‖

Vince Lombardi Former Head Coach

Green Bay Packers

4 June 2012


Aboueleish 59

Telling the truth

Doing what you say you will do, reliability

4 June 2012


Aboueleish 60

Positive regard for others

Sincerity

Empathy: emotional quotient

Tact and diplomacy

Respect for diversity

4 June 2012


Aboueleish 61

Making priorities and organizing time in terms of those priorities.

Putting the important ahead of the easy.

4 June 2012


Aboueleish 62

Listen for the pain

Focus on client business benefits

Ask for the business

4 June 2012


Aboueleish 63

Networking

Product/service confidence

Personal credibility

4 June 2012


Aboueleish 64

Treat Others the Way You Want to be Treated

Extending Greetings

Nurturing Your Colleagues

Overcoming Gossip

Handling Rivals

Accepting Criticism Graciously

4 June 2012


Aboueleish 65

WHAT YOU THINK

• This is taking forever

• Why can‘t you

• I hate it when

• Here‘s the best way to do it.

WHAT YOU SAY

• How can we get this approved (finished) quickly?

• What if you

• Would it be better if

• Here‘s my suggestion.

4 June 2012


Aboueleish 66

Use phrases that bring out the best in your listener ―Positive‖

I know you want what is fair for both of us.

I am sure you will do your best to help me out.

I am counting on you.

I enjoy working for you because you respond so effectively to your department‘s needs.

4 June 2012


Aboueleish 67

Focusing on the potentials of the future rather than the concerns of the past.

Us1ng a positive vocabulary: viewing problems as concerns, issues, or, even better, opportunities for improvement.

And most importantly, determining how you can change to improve the situation

4 June 2012


Aboueleish 68

WONDER WHAT‘S HAPPENING QUESTIONS

• Why doesn‘t this company value me?

• Why can I never understand exactly how I am supposed to do my job?

• When am I going to get the training I need?

• Why does my staff show so little enthusiasm?

MAKES THINGS HAPPEN QUESTIONS • How can I learn what management

values? How can I show my value?

• How can I find out how to do this job so that I am confident I am doing it right?

• What ‗s the best way to approach my manager to discuss this issue?

• How can I let my manager know what kind of additional training I need?

• How can I develop the skills I need on my own?

• How can I get my staff to tell me about how they feel about their work? How can I motivate them more effectively?

4 June 2012


Aboueleish 69

1 -Why are things changing so fast?

2 -Why don‘t we ever change around here?

3 -When is this supplier going to call?

4 -Why is that customer always so discourteous?

5 -Why are our services so undervalued?

6 -Why do I do more work than any other

member of my group?

7 -Why is one of my co-workers so lazy?

4 June 2012


Aboueleish 70

8-Why is my supervisor so critical of my work?

9 -Why isn‘t my staff following my directions?

10- Why do I have to always do what my boss wants?

11- Why can‘t I follow my own work priorities?

12- Why do I get sick so often?

13- When will I get some relief from this stress?

14- Why is it so hard to make friends here?

4 June 2012


Aboueleish 71

• I did not do the study because I‘ve been busy.

• You are so selfish you never see how much you demand.

• The tests are not done yet! What do you people do all day?

• Don‘t you ever pay attention? This document is full of mistakes.

• That‘s won‘t work

• I am planning to complete the study by Friday.

• I know you are busy. When can we schedule 30 minutes to discuss the possibility of hiring a part time assistant?

• I realize these tests require careful planning and execution. How soon can you finish?

• This memo is headed to the Director. Please make the changes I identified and proofread the report carefully. Thanks. I appreciate your help.

• Let me share my perspective on this issue.

4 June 2012


Aboueleish 72

Thank You

Business etiquettes gihan

Education

Transcript of Business etiquettes gihan