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1、Business Etiquette and Professional PresenceWhat is Business Etiquette? ?Common sense combined with Common sense combined with consideration of others.consideration of others.? ?Rules of behavior which have evolved over Rules of behavior which have evolved over time.time.? ?Manners “grease” the whee
2、ls of business Manners “grease” the wheels of business and social interaction.and social interaction.Underlying principles behind Business Etiquette and Professional Presence? ?“Respect others and help them feel “Respect others and help them feel comfortable by behaving in the least comfortable by b
3、ehaving in the least offensive manner possible.”offensive manner possible.”? ?Part of overall “impression management”Part of overall “impression management”? ?Quality that creates credibility and a sense Quality that creates credibility and a sense of competence.of competence.? ?Blend of poise, self
4、Blend of poise, self- -confidence, control, and confidence, control, and denotes maturity.denotes maturity.What Business Etiquette is NOT:? ?Pretentiousness, phoniness or any behavior Pretentiousness, phoniness or any behavior that is “overdone” or “superior” (Ex. Think that is “overdone” or “superi
5、or” (Ex. Think Niles Crane!)Niles Crane!)? ?Good manners not based on elitismbut on Good manners not based on elitismbut on common mon sense.? ?Being well mannered means respecting Being well mannered means respecting others and treating them with courtesy. others and treating them with courtesy. Bu
6、siness Etiquette and Professional Presence-why care? ?In todays global environment business is In todays global environment business is conducted with people of varying backgrounds conducted with people of varying backgrounds and experience.and experience.? ?Learn to deal with and adapt to constantl
7、y Learn to deal with and adapt to constantly changing situations.changing situations.? ?Strong knowledge of business etiquette can Strong knowledge of business etiquette can enhance business growth.enhance business growth.? ?When you are employed with an When you are employed with an organizationYOU
8、 represent that company!organizationYOU represent that company!BUSINESS ETIQUETTE TOPICS? ?Telephone EtiquetteTelephone Etiquette? ?Communication: Voicemail/ECommunication: Voicemail/E- -mailmail? ?Mingling/Business Receptions/IntroductionsMingling/Business Receptions/Introductions? ?On the Job Etiq
9、uetteOn the Job Etiquette? ?Dining EtiquetteDining EtiquetteTelephone Etiquette? ?Be aware of your “voice impression”Be aware of your “voice impression” i.e. speak clearly and modulate your words i.e. speak clearly and modulate your words (Listen to yourself on an answering (Listen to yourself on an
10、 answering machine!)machine!)? ?When calling a professional office for any When calling a professional office for any reason, ALWAYS identify yourself.reason, ALWAYS identify yourself. i.e. “Hello, this is John Smith and Im i.e. “Hello, this is John Smith and Im calling for Mr. Bart Simpson.” callin
11、g for Mr. Bart Simpson.” Respect others time? ?After placing a call, identify yourself and After placing a call, identify yourself and ask, “Do you have a minute?” or “Is this a ask, “Do you have a minute?” or “Is this a good time to reach you?”, before good time to reach you?”, before proceeding wi
12、th your call.proceeding with your call.Ask rather than just place someone on hold? ?After placing someone on hold and After placing someone on hold and returning to the line, say, “Thanks for returning to the line, say, “Thanks for waiting” rather than “Im back”waiting” rather than “Im back”? ?When
13、screening calls, ask “Who is calling When screening calls, ask “Who is calling please?”, rather than “Who is this?”please?”, rather than “Who is this?”Call Waiting? ?Only as good as the person using it Only as good as the person using it RULE: Just because you have call waiting, RULE: Just because y
14、ou have call waiting, it is up to you whether to use itit is a it is up to you whether to use itit is a judgment call. Decision should be based on judgment call. Decision should be based on who you are speaking to and relationship to who you are speaking to and relationship to the person. the person
15、. Watch your speech habits!? ?Phrases TO use: “One moment please”, Phrases TO use: “One moment please”, “Yes”, “All right”, “Shes not available “Yes”, “All right”, “Shes not available now”, “Goodnow”, “Good- -bye”.bye”.? ?Phrases NOT to use: “Hang on”, “Yeah”, Phrases NOT to use: “Hang on”, “Yeah”,
16、“ “OkeyOkey- -dokedoke”, “Uh”, “Uh- - dunno dunno where he is”.where he is”.Answering Machines? ?If you reach an answering machine, and have a If you reach an answering machine, and have a sufficient reason for callingleave a message. sufficient reason for callingleave a message. Helps the other person know how to respondare Helps the other person know how to respondare you c
