[Audiobook] Workplace Essentials | Business Etiquette

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Ever wondered why some business interactions feel effortless while others seem awkward and unproductive? Discover the transformative power of business etiquette in our latest episode. Learn how small gestures like a warm smile or a firm handshake can create engaging, long-lasting professional relationships. We promise you'll walk away understanding how good manners can enhance your branding, customer care, employee engagement, and team synergy. With practical advice and real-life anecdotes, we'll show you how mastering etiquette can set you apart in any industry.

Join us as we break down networking strategies that ensure you make memorable first impressions and confident introductions. We'll guide you through the three essential steps to introduce yourself effectively and offer tips on how to introduce others based on business hierarchy. Our goal is to equip you with the skills to navigate any professional setting with grace and professionalism, paving the way for more productive and lasting business relationships. Whether you're an experienced professional or just starting out, these insights will elevate your career and business endeavors.

Sign up for our self-paced courses or instructor-led workshops at www.ht-a.solutions

Sign up for our self-paced courses or instructor-led workshops at www.ht-a.solutions

Sign up for our self-paced courses or instructor-led workshops at www.ht-a.solutions

Transcript

Speaker 1: 0:04

Business Etiquette Module 1. Getting Started. Success in any industry relies on relationships, whether with co-workers, clients, suppliers or investors. When you're well-mannered and considerate, you create engaging, productive and long-term business relationships. As such, it is important to learn not just the technical side of a business, but how to conduct one's self in the company of others. This is where business etiquette comes in. This workshop will introduce participants to business etiquette as well as provide guidelines for the practice of business etiquette across different situations. Module 2. Understanding Etiquette.

Speaker 1: 0:48

Before we look at etiquette rules across multiple business-related scenarios, it's best to explain what etiquette means and how it can improve a company or an organization's bottom line. Josie Roberts, author of Business Etiquette your Questions and Answers, defines etiquette as conventional rules of polite behavior. They are guidelines to the behavior befitting good manners, while in the company of others, they show sensitivity to the needs and feelings of the person or people that you are with. Etiquette covers most aspects of social interactions, including self-presentation, communication, courtesy and hospitality. Business etiquette in particular covers expectations in the interactions between co-workers, the company and their clients, and the company and their stakeholders. Etiquette guidelines are many and can be quite complicated. In this workshop, we will focus on basic etiquette guidelines for situations typically found in most business settings. Etiquette can help businesses improve the following areas Branding Everything we do will reflect on our company and our products. By acting professionally, we send the message that our business is credible and trustworthy. Personalized care may very well be your edge against the competition. Customer care the best way to show customers that their patronage is valued is to treat them with respect and consideration. This, in turn, can inspire customer loyalty and positive feedback. Employee engagement Good manners will help improve morale and confidence between employees and team members. Team synergy Good manners will help establish smooth working relationships within a team, which contributes to greater productivity.

Speaker 1: 2:25

Jordan couldn't understand why his meetings weren't going well. He dressed nicely and always prepared his notes beforehand. He got through his information, answered questions people had and finished quickly. He decided to ask his friend George in the PR department to attend one of his meetings to give him feedback After the meeting. George understood where Jordan was going wrong. You come off as cold, he told Jordan. You don't shake hands with anyone and you seem very robotic when you talk as if you're just going through the motions. Next time, try being warmer and more open and treat your clients like potential friends. Following George's advice. Jordan's meetings went much smoother in the future.

Speaker 1: 3:07

Module 3. Networking for Success. When you're networking, it is important to make the most of the first meeting. In this module, we'll discuss how to create an effective introduction, make a good impression, minimize nervousness, use business cards effectively and remember names. Here are three steps to introducing yourself effectively. Here are three steps to introducing yourself effectively. 1. Project warmth and confidence. Many people size you up even before you say a word, which is why it's important to mind your body language when you introduce yourself. Stand up straight, relax and establish eye contact. 2. State your first name and your last name. Depending on the situation, you may also state your affiliation or your position in the company. Example hello, I'm Jill Smith. I'm the quality control officer. Three when the other person has given their name, repeat it in acknowledgement it's nice to meet you, mr Andrews. Or it's nice to meet you, joseph. Repeating their name is an acknowledgement that you heard their introduction when you are networking is not just about presenting yourself. You may also find yourself introducing two strangers to one another. Here are some guidelines to introducing others. Take note of the pecking order. In business, introductions are made based on a person's seniority. In a company. This is regardless of age and gender. When you make an introduction, present a person with a lesser status to the person with the higher status. Example Caroline Daniels. I would like you to meet President Andrews. Caroline is the head of the public relations department. Introduce strangers first. If you are introducing two persons of equal rank to one another, start with the person that you don't know. This way, you can use the introduction to make the newcomer feel welcome. Mind titles, unless invited otherwise. Stick to using formal address, such as Mr Gallagher or Attorney Louis Harris. If you want to make a good impression, know that you need to project three C's Confidence, having a straight but relaxed posture. Hold your head high and steady. Don't slouch or slump. Moving in a natural, unaffected manner. Maintaining eye contact with the people you are talking to. Competence Exhibiting knowledge of your craft. Know your way around the agenda. Being prepared for the meeting. Bring supportive materials to emphasize your points. Answer questions in a clear and professional manner, avoiding the use of slang or technical jargon. Asking relevant questions. Credibility, arriving on time. Being presentable, well-groomed and mindful of dress codes. Keeping true to your word. Meeting people can be anxiety-provoking. Word Meeting people can be anxiety-provoking. The need to impress another person can be a lot of pressure. Here are some ways to minimize nervousness while in a social situation. Be informed, if possible. Take time to research the people you're going to meet, their work values and preferences. Knowing what is expected from you can prepare you adequately. Nervousness is amplified by going into a situation blind Practice, practice, practice. Networking is a skill which means that you can develop it with practice. Practice your introduction in front of a mirror and note what you need to improve. You can also practice with peers. Get feedback from others about the kind of impression you give. Try to meet as many people as you can. The more you do it, the easier it gets. Learn relaxation techniques. There are many activities that can help relax a nervous person. These activities include meditation, self-talk, visualization, breathing exercises, listening to music. Identify your triggers. If nervousness is a real problem for you, it is recommended that you identify what triggers your nervousness. Is it lack of confidence? Is it fear of authoritative people? Awareness can help you catch yourself in time and respond accordingly. Believe in what you have to offer. It's easy to get intimidated by how successful or famous the other person is, but remember they're people just like you. They would be willing to listen to someone who can offer them something that they want or need. Have faith in your business, have faith in your personal worth. Adopt the mindset that you are doing them a service and it's your duty to not let them miss the opportunity of meeting you. Networking is not complete without receiving or giving a business card. The business card is a way for you to follow up on the people you have met. Likewise, it is a way for them to contact you for further meetings. More than that, your business card is a way to brand yourself. Professional-looking business cards send the message that you're professional. Adding your company motto or tagline in your business advertises you and what you're all about. 5 tips on using business cards effectively 1. Never be without your business cards. Make sure there's always a stack in your office desk and in your wallet. You'll never know. Even a trip to the grocery store can present an opportunity to network. 2. Follow the protocol on hierarchy. Cards should not be given to senior executives that you meet unless they've asked for one. 3. Time the presentation of your card. Don't just hand over your business card at any random moment. Handing a business card in the middle of a discussion can be an interruption, as parties would need to take a moment to give it a look. You also want to make sure that your card is perused at a point when the other person can give it their full attention. The best moments to hand a card is when you're asked for one, when you're asked to repeat your name or when someone offers to send you something If the two organizations represented are well known to each other. Although you haven't met your host before, offering your card is probably best left to the end of the meeting. If your host is unfamiliar with your company, offering your card at the beginning of the meeting is good practice. 4. Pair your business card with an explanation of what you can offer them. When you hand another person your card, give a brief action recommendation. This can increase the likelihood of them contacting you again. For instance, you may say I think I can help with your PR concerns, mr Johnston. Here is my card. You may also ask for referrals. Invite the other person to send your contact details to anyone they know who can use your services or products. Five when receiving a business card, show the other person that you value their card. Look at the business card for a few seconds. Comment on their card. Let them see that you take care in storing their card and don't just stuff it in your pocket. Remembering names may be difficult for some people, but it's not impossible. It's a skill, something that you can improve with constant application. Here are some ways to remember names. Repeat when someone is introduced to you. Repeat their name. It's a pleasure to meet you, mark. This can help reinforce your memory of the name. You may also introduce them to someone else so that you can create an opportunity to use their name. Use mental imagery. We think in pictures. Therefore, associating an image with a name can help in assisting recall. For example, after meeting Bill the plumber, imagine the word Bill spelled with pipes. If Jason Smith is a marathon runner, imagine Jason running on a treadmill in a gym called Jason's. Or just imagine a person's name written on their forehead. Pick imagery that works for you. The more striking or exaggerated your mental picture, the greater the chances of recall are. Put it on paper. Write the name down as soon as you can, or write their details on the business card they give you so that you would remember them the next time you see them. Just make sure you don't let the person see you writing on their business card. Use their name in creative sentences. Mentally construct sentences that are fun and a bit frivolous. To make name recall less stressful. Alliterations or repeating consonant sounds in succession are a great way to remember names. For example, to remember Jane who sells kitchenware. You can repeat in your head Jane makes jam and juice in January. Be genuinely interested. Remembering names begin with attitude. If you are sincerely interested in a person, then they would make an impact on you. If you adapt the attitude that everyone is interesting and are a potential ally in business, then remembering names would come as second nature. Bill, a public relations specialist, was at a networking conference representing his company. While at the conference, he ended up meeting someone who represented a soft skill training company. Bill learned his name was Billy and made a joke about the coincidence. Bill told Billy that his company had been looking for a group to hold training sessions and it was fortunate that they had met. They exchanged cards and went their separate ways. After Bill got back from the conference, he told his manager about his new connection and they ended up hiring someone from Billy's training company to hold a training session focused on successful networking tactics. Module 4. The Meet and Greet An introduction is almost always accompanied by a handshake and conversation. In this module, we would discuss the three steps that make an effective handshake and the four levels of conversation. A handshake is a part of many social interactions. It's a way to introduce oneself, offer congratulations and even a way to conclude a business deal. A handshake is a gesture of goodwill. The three-step process to handshake Facial expression Start with non-verbal communication that shows openness and sincerity. Maintain eye contact. Smile, shake hands. Your handshake gives an impression. If your grip is too lax, you send the message that you're hesitant and possibly indecisive. If your grip is too tight, you might come across as too brash, even intimidating. Go for a grip that's in between. It sends the message that you're confident. For most occasions, two or three pumps of the hand are appropriate. Longer handshakes can make some people feel uncomfortable, but there are people who do prefer longer handshakes. If uncertain, go with the flow and follow the lead of the other person. If you feel that it's time to let go, just relax your hand to signal the other person. Greet the person. Talk to the person whose hand you are shaking. A simple hello or how do you do is appropriate. The real art of conversation is not only saying the right thing at the right time, but leaving unsaid the wrong thing at a moment. It requires sensitivity at this stage of a relationship. The context of the conversation and the comfort level of the person you are talking to depend on it. There are four levels of conversation based on the degree and amount of personal disclosure. They are 1. Small talk. This is commonly referred to as the exchange of pleasantries stage. In this level, you talk only about generic topics, subjects that almost everyone is comfortable discussing. These subjects include the weather, the location you're both in and current events. The small talk stage establishes rapport. It makes a person feel at ease with you. It's also a safe and neutral avenue for people to subtly size up one another and explore if it's a conversation or relationship that they'd want to invest in. If the small talk goes well, you can proceed into the next level fact disclosure. Two fact disclosure In this stage, you tell the other person some facts about you, such as your job, your area of residence and your interests. This is a getting to know stage and it aims to see if you have something in common with the other person. It's also a signal that you are opening up a little bit to the other person while still staying on neutral topics. If the fact disclosure stage goes well, you can proceed to sharing viewpoints and opinions. Three viewpoints and opinions. In this stage of the conversation, you can offer what you think about various topics like politics, the new business model or even the latest blockbuster. It helps then to read and be curious about many things, from politics to entertainment to current events. Sharing viewpoints and opinions require the buffering effect of the first two stages for two reasons. First, a person needs rapport with another before they can discuss potentially contentious statements, even if they're having a healthy debate. Second, sharing viewpoints and opinions opens a person to the scrutiny of another and this requires that there is some level of safety and trust in a relationship. The controversial and therefore potentially offensive nature of an opinion exists in a range. Make sure that you remain within the safe zone in the early stages of your relationship. Four personal feelings. The fourth stage is disclosure and acknowledgement of personal feelings. For instance, you disclosure and acknowledgement of personal feelings. For instance, you can share your excitement for the new project or your worry about your son's upcoming piano recital. Depending on the context and the level of the friendship, you can disclose more personal subjects. This stage requires trust, rapport and even a genuine friendship because of the intimate nature of the subject. Different people have different comfort levels when it comes to disclosing feelings and there are cases when you'd need several conversations before they would trust enough to open themselves. In some cases, you never get to this stage. Just make sure to be sensitive and test the other person's readiness before opening an intimate topic. Listening is vital in all stages of the conversation, but especially so in this fourth stage. Listen with empathy and understanding to acknowledge that you heard the feeling that they have shared. The following provides an opportunity to experience the flow of an average conversation. Patrick, hi, I've seen you looking at the golf display. You must be a golfer, mindy laughs. Oh no, I was just admiring the display. Hi, I'm Mindy Patrick. I'm Patrick, Pleased to meet you. This is a great assembly we're having, mindy, yes, it is, and the Continental seems like a good place for it too. Is this your first time in the assembly, patrick? Yes, it is. I wanted to go last year, but our company felt the venue is too far for me. I work with Data Corp, based in San Diego. Mindy, data Corp. Yeah, I saw your company name by the registration table. I think we're going to the same conference. I am with Manual Works in Maine. This is our third time. We went last year and the year before as well, patrick. Oh so you're the veteran. To these things I'm new, but I like it. So far. The registration was well organized and the program they sent looks comprehensive. It's good the committee is taking the conference seriously, mindy. Yes, it's well organized. I think they're getting better as they go along and the program looks more interesting. Last year wasn't as good, to be honest, patrick. Oh how so, mindy? The topics were a bit outdated. In fact, when I heard that we're going again, I was a bit annoyed. I didn't want to waste another week at a bad conference, but I am delighted I did. It promises to be different this time. Patrick was at an assembly and saw a woman admiring the golf display. He golfed in his spare time and decided to approach her. He made eye contact and said Hi, you've been here a while. Are you a golfer too? The woman laughed, saying no, I'm just admiring the display. Hi, I'm Mindy. Patrick extended his hand and replied with his own name. Patrick commented on how well the assembly was organized and Mindy agreed. She mentioned she had been here the past two years and Mindy agreed. She mentioned she had been here the past two years and it had really improved. To be honest, last year wasn't so great. The topics were very outdated. Patrick and Mindy continued their conversation for several minutes and ended up exchanging information. Module 5. The Dining in Style. Conducting business over meals is a great way to build business relationships. Meals make for a more casual atmosphere compared to offices and are therefore more conducive to a relaxed discussion. In this module we would discuss some of the etiquette rules when dining with business associates, such as understanding place setting, etiquette rules while eating and ways to avoid sticky situations. Place setting is the arrangement of the drinking vessels, glasses, mugs, food receptacles, plates, bowls and saucers and utensils spoons, forks, knives that will be used during a meal. Place settings differ depending on the menu and the formality of the dining event. The more informal you intend your meal to be, the less rigidly you have to adhere to the rules of place setting. Here are a few basics to remember Solids on the left. Liquids on the right. Plates are always placed on the left, while glasses are on the upper right. This guide can help you find which place settings are yours. Forks are on the left, knives and spoons on the right side of the plate. In general, forks are placed to the left of the plate, with the exception of the oyster fork which is placed on the right. Work your way inwards with the utensils. The rule for utensils is to work inward toward your plate as the meal progresses. Place settings are organized so that with each new course presented, the guest can use the outermost utensils. For instance, the salad fork would be leftmost before the dinner fork, as the salad comes before the main course. Follow the rule of threes. If you're hosting the dinner, don't clutter the table with too many implements. Set at most three of anything, for example three glasses, three forks, etc. If more than three would be used, then the additional implement would come as the new meal is presented. Here are some etiquette guidelines to using your napkin. When everyone is seated, gently unfold your napkin and place it on your lap. If the napkin is large, fold the napkin in half first. Your napkin remains on your lap throughout the entire meal. If you need to use your napkin to clean something on your lips, just dab it lightly. If you leave the table during a dinner, place your napkin on your chair to signal to the server that you will be returning when you are finished dining. Place your napkin neatly on the table to the left side of the plate. If you drop your napkin on the floor discreetly, ask the waiter or host for another one. Basic etiquette guidelines when eating Don't talk business during the meal proper unless the senior members want to do so. Otherwise, business matters should be addressed either before the meal or after it. Take a cue from the host or the most senior at the table where to seat yourself. Take your cue from the host or the most senior at the table where to seat yourself. Take your cue from the host or the most senior in the table when to begin eating. Keep elbows off the table while eating. Elbows on the table are acceptable in between meals. Don't talk with your mouth full. Chew quietly. Don't slurp your liquids. Don't apply makeup or comb your hair while dining. Don't pick your teeth at the table. If you need something that is not within your reach, politely ask the person next to you to pass it to you. Food is typically passed from left to right. Try to pace yourself so that you can finish at the same time as everyone else. When you have finished eating, you can let others know that you have by placing your knife and fork together with the tines on the fork, facing upwards, on your plate. Don't forget to thank your host for the meal. Here are some awkward dining situations and how to deal with them. Having put something in your mouth that doesn't agree with you, ask the waiter for a paper napkin and discreetly spit the food out. Crumple the napkin and place it under the sides of your plate. Keep the food you had spit out away from the other's view. You accidentally spilled food or drinks on a guest. Don't panic. Apologize sincerely. First Use the cloth, napkin and water to gently wipe the spill. You may also guide the guest to the washroom. A guest commits a faux pas. If you notice that a colleague or a subordinate is using the wrong utensil, the best way to let them know is by using the right one yourself. Don't correct them. It would just cause embarrassment. You've noticed a bug in your food. Discreetly send it out to the server. You don't have to tell everyone, as it might ruin their appetite. You have dietary limitations. If you cannot eat a certain type of food or have some special needs, tell your host several days before the dinner party. This can help avoid awkward situations like not being able to eat what was served because of a health issue or religious conviction. Mary was hosting a dinner with her colleagues to celebrate a recent and very profitable business deal. Several days before the dinner, she checked in with everyone to see if there were any dietary restrictions she'd need to keep in mind. At the dinner. Everyone was seated around Mary's table and had their food. John, one of the new hires, had tucked his napkin into his shirt she'd need to keep in mind. At the dinner, everyone was seated around Mary's table and had their food. John, one of the new hires, had tucked his napkin into his shirt. Everyone else had their napkin in their laps. Throughout the meal he picked at his teeth and spoke with his mouth full and even spit food out that he didn't like. At the end of the dinner, everyone thanked Mary for hosting. John, however, was not invited to any more dinners. Module 6. Eating Out. In the previous module, we talked about etiquette guidelines relating to dining in style. In this module, we will look at basic courtesies to be observed while eating out, including guidelines to ordering in a restaurant, intake of alcohol during a business meeting, paying the bill and tipping. The following are some basic etiquette rules when ordering, as with many places. Say please and thank you, especially when addressing the waiter or server. For example, say may I have the tuna casserole or could I please see your specials? Don't order the most expensive item. When in doubt, follow the lead of the host. If they give an indication for you to do that, then order that. If you're the host, cue the server subtly at the start of the meal. You can say my guests would like to know your specials or I'd like my guests to order first. Servers take orders from the first person to the host's right, so make sure that you sit yourself to the immediate left of the most senior member of the group. Don't order for your associate If they seem indecisive. Offer a recommendation If, after looking at the menu, you see items that you are uncertain about. Ask your server any questions that you may have. Answering your questions is part of the server's job. In general, alcohol is not recommended to be part of a business meeting. Alcohol intake lowers inhibition, which might affect the professional atmosphere at the table. Even if the meal is a social occasion meant to establish a relationship, you'd still want to project your best in front of potential partners and clients. Depending on your guests, alcohol may be appropriate or even expected. If you do have to drink alcohol, limit it to one or two glasses. What are the instances when alcohol is appropriate? Dinners are traditionally accompanied by wine. White wine goes with fish and poultry, while red wine goes with red meats. During celebratory occasions, such as a deal, going through a toast may be in order. There are certain cultures where wine is expected through. A toast may be in order. There are certain cultures where wine is expected. Germans like to drink wine before a meal. Texans find a beer appropriate with a barbecue lunch. If uncertain on how alcohol will be handled, take a cue from others at your table. If the boss, client or interviewer orders a drink, then you can follow suit. Here are some etiquette tips when paying the bill. Who picks up the tab? The host picks up the tab. If you're the one who invited the guests, then it is assumed that you would be the one picking up the tab. If a client or investor invites you to discuss something that would profit you, it's good form to at least offer to pay the bill. If they insist on paying, offer once to at least pay your half and just leave it at that. Never fight over a bill. If someone else offers to pay, you can counter once and then, after that, simply thank the person paying for the generosity and offer to pick up the tab the next time. Be discreet in paying the bill. If you can arrange that the receipt be not brought to your table, you can do this by requesting that the bill be held at the Mater Dees station. Excuse yourself, as the meal is coming to a close, go to the station to review and sign the slip and pick up your receipt. Arranging to pick the check on your way out, arranging to have the check sent to your office, leaving your credit card with the restaurant and request that the server add the tip to the meal. The server will then run your credit card ahead of time and return it and the receipt for you to sign at the end of the meal. If the slip is brought to your table, pick it up and check the total without comment. Put the check face down on the tray in a folder with your card or money underneath. Don't fuss with the check. Don't let the others know how much the meal cost. Tip appropriately the standard is 15% for moderate service and 20% for excellent service of the pre-tax cost of the meal. In a self-service or buffet-style restaurant, a tip of 10-12% is standard. Deal with bad food or service by talking to the manager. Remember that many get a portion of the waiter's tip, not just the waiter. So you may be punishing the chef for a server's lack and vice versa. Keep the tip between you and the staff. There is may be punishing the chef for a server's lack and vice versa. Keep the tip between you and the staff. There is no need to flaunt how much you gave. Harry was attending a post-work dinner with several colleagues and they had chosen to go to a small Italian restaurant down the street. After they had all ordered their meals, harry asked for a glass of red wine. No one else had ordered alcohol, but Harry assumed they would get their wine with their meal, while he preferred his before. When everyone's meal had come, they still hadn't ordered wine. Harry felt embarrassed but decided against calling further attention to it. One of Harry's colleagues offered to pick up the tab. Harry argued with him, saying that he should cover as he had ordered wine. After Harry's behavior, he was left out of post-work plans for a long time. Module 7. Business Email Etiquette. Email is a convenient and effective medium used to conduct business communication. In this module, we will discuss etiquette guidelines on how to address an email message, the use of grammar and acronyms in the letter body and the top five technology tips. Here are two basic guidelines in addressing an email 1. Know when to use the to, cc and bcc fields. There are three common ways to address an email, and each way is most appropriate to specific contexts. Using the to field the to field is used when sending a direct message to someone. You may send the same email to multiple addresses. Using the to field, do so when your email is meant to be addressed directly to all recipients, as in the case of a manager directing his team. Note, though, that when you use the to field, all email addresses can be viewed by all recipients. Put multiple addresses in the to field only when every recipient is okay with their email address being released to everyone. Using the cc field Cc stands for carbon copy you use the cc field to send a copy of the email message to people who are not meant to be the direct recipients of the message but still need to be kept in the loop. For instance, if a manager has ordered his secretary to send a memo to everyone in the department. The secretary may place all the department employees' email address on the To section and the manager's email address on the CC field. Note that, like the To field, all email addresses entered in the CC field can be viewed by everyone. To field all email addresses entered in a CC field can be viewed by everyone Using the BCC field. Bcc stands for Blind Carbon Copy. When you place email addresses in the BCC field, recipients are blind to other recipients' email address. The use of the BCC field is most appropriate if the recipients have not given permission for their email address to be released or if there is reason to keep the email address private, because the BCC field offers privacy that the 2 and CC fields do not. You may use the blind carbon copy field for both direct and indirect email messages where privacy of email addresses is needed. If you wish to send an email to many direct recipients but you don't wish to disclose anyone's email address, just use your own email address in the to field and use the BCC field for the recipient's addresses. 2. Address the receiver by name in the first sentence of your email. Mary, I received copies of the file. Use the proper address, like doctor or mister, until told to use first names. You may take your cue from the way they sign their email. While online mediums of communication have developed their own vocabulary, it's best to remember that business emails require the same formality as any business letter. Here are some key things to remember with regard to grammar and the use of acronyms in an email, always follow the rules of good grammar. You may refer to English writing style guides for these rules. Always use full sentences and words with proper sentence structure. Don't use text speak Example use the reports are due on Monday instead of the reports are due on. Proper capitalization and punctuation are a must In email. Composing a message using only uppercase letters give the impression that you're shouting, and a message written completely in lowercase letters is hard to read. Example use the report should include an evaluation report instead of the report should include an evaluation report in capital letters. In business emails, avoid text-speak abbreviations such as BTW. By the way, imho, in my honest opinion and LOL, laugh out loud Avoid the use of emoticons as well. Here are 5 tips when using technology 1. Medium is the message. There are some things that are better done face-to-face rather than through the internet. An example of this is delivering negative feedback. Don't use technology when a personal approach is much more appropriate and or desirable. 2. Always re-read your letters. Some statements don't come across well when written. An ironic joke. If people can't see, the twinkle in your eye can end up sounding insulting. Read everything twice before you send it. 3. Think security. Do not assume privacy when communicating online. Do not use emails to discuss confidential and speculative information. 4. Think of your recipient's convenience, since reading from a screen is more difficult than reading from paper. The structure and layout is very important for email messages. Use short paragraphs and blank lines between each paragraph when making points, number them or mark each point with bullets. Also, don't attach lengthy documents to your email. Forcing your client to read a long document through a screen is insensitive, not to mention the time it would cost them to download bulk files. If a hard copy is possible, then send a hard copy instead. 5. Skip it if it's not necessary. Most people turn notifications off when they don't want to be disturbed. Some forget to do this, so ask yourself if sending a late night or weekend message is absolutely imperative, or can it wait to be sent at a more appropriate time. Before you forward a memo you've received to your staff, consider whether or not they really need this piece of information. It's nice to keep your staff up to date, but not to the point that you're clogging their inboxes. Denise was sending an email memo to her staff informing them of some changes happening in the company over the next few weeks. Knowing her staff was busy, she shortened a lot of her writing. All D-PROG reps are Dumon, tx, smiley Face. She sent it to her secretary and cc'd everyone else. She also forgot to sign her email. Monday came around and no progress reports were being submitted. When she asked one of her employees why they hadn't submitted a report, he explained that he didn't know what she meant by prog rep and, on top of that, thought it was directed at her secretary and wasn't sure why. She cc'd everyone else. Module 8. Phone Etiquette. Module 8. Phone Etiquette. This time we will look at telephone etiquette Particularly. We will discuss how to develop an appropriate greeting, how to deal with voicemail and sell phone do's and don'ts. How to create an appropriate phone greeting. Say your greeting. Business telephones should always be answered with a phrase like good morning or good afternoon. Speak clearly and distinctly in a pleasant tone of voice. Some trainers recommend smiling before one answers the phone, in order to project a positive energy into one's voice, identify yourself in the company. It's only polite to tell the other person on the line that they've reached the right place. This is ABC company, carol speaking. Or you've reached Marks and Spencer. This is Jonathan. Inquire how you might be of assistance. How may I be of service or how can I help? You Can set the tone. Tips on leaving a voicemail message. State your name, affiliation and phone number. State your reason for calling. State any action plan or action required on your message. Tips on managing your own voicemail. Record your own personal greeting. Include in your greeting your name, the department and or company name so that people know they have reached the correct person. Give people information that can help them to save you time as well. Example please leave a brief message stating how I can help you, along with your phone number, and I will call you back. Stay on top of your messages. The number of times you check voicemail each day will vary depending on your job, function and industry. However, if you have not told people differently, at a minimum you should check messages once a day and return those calls. State when you would be unavailable if you can't respond within 24 hours. Example I'm out of the office today, january 3rd. I will be returning January 5th. I will not check voicemail until I am back. If this is an emergency or you need immediate assistance, please call Bill Withers at 555-555-6789. Here are some cell phone do's and don'ts. Don't take calls in the middle of a business meeting or a conversation with another person. Exceptions are when you receive an urgent call, but excuse yourself first before taking it. Likewise, set your ringer to silent or your phone to just vibrate mode when in a social conversation. Never talk in intimate settings or places where silence is imperative. Examples of these are elevators, libraries, museums, restaurants, cemeteries, theaters, dentist or doctor waiting rooms, places of worship, auditoriums or other enclosed public spaces such as hospital emergency rooms or buses. Don't talk on a cell phone in a public place. A good rule to keep is the 10 feet rule answer calls at least 10 feet away from the next person. If you really have to take a call in public, step out or to a secluded area to take that call. You can also set your phone to voicemail when going out in public. If you really must take the call, answer briefly to say that you're in a public place and that you will return the call as soon as possible. Keep business calls within business hours. Just because it's a cell phone doesn't mean that you can call anytime. Pierre was going on a vacation and he wouldn't be in his office for several days. He changed his office voicemail too. You've reached Pierre Leroux at Data Tech. I'll be unavailable between January 8th and January 14th. Leave your name, number and reason for calling and I'll get back to you. If it's an emergency call, ted Duncan at extension 555. On his return he had several voicemails to return. He reached everyone who had called him with the exception of Bill Glenson. He left a message with Bill's voicemail saying Good afternoon. This is Pierre Leroux with Data Tech, returning your call. I'm back at the office and you can reach me at my regular hours. Have a good evening. Module 9. The written letter. Even in written communication, appropriate tone, content and format must be observed. In this module we would discuss how to write a thank you note, a formal letter and an informal letter. Expressing appreciation is always a good idea, whether it's for a gift, an act of kindness or a business courtesy. You can do this by sending a thank you note. The formality of your thank you note depends on your relationship with the person you're sending the note to. A thank you note to a senior who gave you a promotion would be more formal than, say, a thank you note to a long-time client for hosting your lunch. Formal letters can be written on the company letterhead and non-formal letters can simply be handwritten on a piece of stationery. A thank you note need not be a long letter. Most thank you letters mention your thanks, what you're thanking them for, what their gesture, gift or action meant to you or the company. Example February 14, 2022. Joseph Marvin Sinclair Enterprises. Dear Joseph, I would like to express my appreciation for your hard work in preparing the presentation for the widget account. It was last minute notice and I knew you pulled in some overtime to get it done. Despite your limited time to prepare, the materials were top-notch and on target. The presentation went well and we owe it all to you. Thanks again, velma Torres. A formal style is recommended for most business correspondents. It shows courtesy, professionalism and knowledge of protocol. As a rule, use a formal style unless invited otherwise or you have already established a relationship with the person you're writing to. Here are some basic rules when composing formal letters Stationery. Formal letters are written in plain white or shades of white like cream. 8 1⁄2 by 11-inch paper. Stationary that bears the company letterhead may also be used. Content a formal letter usually contains the following sections Sender's full name and address. Addressee's full name and address. Date the letter is sent or assumed to fall into the hands of the receiver. Formal salutation, such as Dear plus formal address. A subject heading, such as Re job opening for quality control officer. Letter body. Formal closing, such as Respectfully yours, sincerely yours, name and signature of the sender. Layout on page. There are two commonly used layouts for a formal letter the block and the semi-block. In the block format, all text is aligned to the left margin and the paragraph is not indented. In the semi-block format, all text is aligned to the left margin but the paragraphs are indented. Both formats are considered appropriate for business correspondence. Tone Formal letters are formal in tone. Words are spelled out and the sentences follow grammatically correct sentence structure. Comments are organized in a clear and concise manner and avoid unnecessary information. Slang is avoided. An informal business letter is a shorter and more straightforward version of a formal letter. Standard rules of grammar and spelling correctness still apply, but with certain flexibilities. For instance, contractions, abbreviations and slang may be permissible, as long as the professional tone of the letter is preserved. The tone in an informal business letter is more relaxed and conversational Salutations and closings can be more personalized. For instance, you may use hey Jim instead of Dear Mr Wentworth and close with cheers instead of respectfully yours. Content can be less technical or academic. Familiarity is assumed, but the respect is still there. Example you can replace this letter is in reference to your letter dated February 4, 2022, to. Regarding your message last week February 4, 2022, too. Regarding your message last week, kurt, a sales department manager, was writing a thank-you letter to Jen, who was an outside PR consultant. Jen had prepared a portfolio of the company's charity works and community outreach programs to impress a potential client who valued charity and goodwill. It was very short notice and Jen had done a remarkable job. He started the letter with the date and who it was addressed to before writing Dear Jen, I'd like to express my appreciation for the hard work you did in preparing that portfolio for me. I know it was short notice, but the presentation went off without a hitch. I couldn't have done it without you. Thanks again, kurt. Module 10. Dressing for Success. A significant part of practicing etiquette is proper self-presentation. The way you look talks to people not just about how you want to project yourself, but also the courtesy you show toward the people in your company. In this module, we will discuss guidelines in dressing for success, particularly the meaning of colors, the meaning of dress codes and guidelines, and how to choose the right clothes to wear. The following are some guidelines in the use of colors in business attire. In general, conservative colors are perceived as more professional and appropriate for business-related situations. These colors include black, which is perceived as the most formal, white, dark gray and navy blue. Conservative colors are recommended for formal occasions. You can be more playful during casual days. Wear these conservative colors in solid blocks instead of as part of a printed pattern. The main suit is recommended to have conservative colors, but louder colors can be mixed with the accessories, for example the tie and pocket squares for men or scarf for the women. Some of the common interpretations associated with colors are Red dominance and power. Orange warmth and enthusiasm. Yellow optimism and confidence. Green vitality and harmony. Blue serenity and peace. A lot of companies use color dress code for building their brand, as employees interact with the consumers. Also, when the workforce dresses the same color, it offers a sense of unity among the employees. Dress codes often depend on the company or industry where you work, and even in the type of job that you do. It is also not unusual for different activities in the same job to call for different dress codes. Dressy casual. Dressy casual means dressed up versions of casual looks. For men it could be neatly pressed slacks and a sports coat. For women it can be slacks, but also skirts, dresses. This can be matched with solid color t-shirts, mock turtleneck, polo shirt, collared or button-down shirts or blouses. Casual means anything goes, but in the business setting, casual is recommended to be interpreted as dressy casual. Semi-formal Semi-formal is between formal and informal. For men, semi-formal can translate to neatly pressed dress, pants, slacks, buttoned shirts and ties. Jackets are optional but preferred. For ladies it's evening dresses, dinner dresses, knee length or some pants, suits. Formal. Formal means tuxedos, dark suits and ties for men. For ladies it's cocktail to floor length dresses, nylons and dress shoes. Black tie Black tie is the most formal dress code. Men wear black tuxedo coats, trousers with satin, ribbon, cummerbunds and bow ties. Ladies are to wear ball gowns. There are dress codes that state black tie optional. This means that the men have the option of wearing a regular suit with a tie instead of a tuxedo. Ladies have the option of wearing a cocktail gown or a dinner dress. Long to full-length skirts are preferred. Tips when deciding what to wear when attending a work-related social function. Try to determine how your host or hostess would like you to dress and go with their response. There is nothing wrong in making inquiries about dress codes beforehand. Casual generally means that you can wear whatever you want, but in business, casual carries with it a lot of do's and don'ts. You should dress comfortably, but not too comfortably. Business casual means avoiding flip-flops, shorts, cut-off jeans and halters. When dressing in the office, refer to the company dress code or, if none is written, check the company culture. Note the context of the meeting, the seniority of the company, as well as the venue. Obviously, lunch at a burger place is more casual than lunch at a star-rated restaurant. A meeting with board members is more formal than a meeting with your staff. Dress accordingly. When in doubt, err on the side of conservative. It's better to be overdressed than underdressed. Ted had been invited to a semi-formal charity event that his company was hosting. He chose to wear a button-down shirt and a colorful tie to match, and completed his ensemble with a pair of jeans and his new running sneakers, which he thought looked very good. When he arrived at the event, he realized his faux pas, as no one else was wearing jeans. Ted thought about going home to quickly change, but was informed that he'd be giving a quick speech in a few minutes. When Ted walked on stage, there was some laughter in the audience over his attire. He quickly finished his speech and left the event embarrassed over his mistake. Module 11. International Etiquette. Module 11. International Etiquette no-transcript. Today are operating with a global mindset. It pays to always keep international etiquette in mind. Always take the time to research cross-cultural etiquette when dealing with a foreign client or when conducting business in a foreign country. Awareness of international etiquette is important not just in face-to-face meetings, but also in non-face-to-face encounters such as sending gifts, conversing over the phone or communicating online. Areas of concern include religion, dress codes, social hierarchy, rules on meet and greets, use of titles and forms of address, exchanging business cards, valuing time, physical space, dealing with embarrassment when uncertain, err on the side of what you presume is conservatism and be observant. Check if people are becoming uncomfortable. Etiquette mishaps in international settings can range from merely embarrassing to potentially insulting. When you realize that you have committed a faux pas, apologize immediately and ask how you can make up for it. Here are some important points when dealing with other cultures. Some cultures dress conservatively as the norm. Americans tend to be more relaxed when it comes to dress codes and even recommend dressing for comfort in certain fields and professions. People from other parts of the world are generally more conservative. Some cultures dress according to rank. Others find short dresses for women offensive If uncertain, err on the side of conservatism. Some cultures meet and greet people with a kiss, a hug or a bow instead of a handshake. A handshake is generally a universal greeting. However, don't be surprised if you are occasionally met with a kiss, a hug or a bow at some point in your international career endeavors. Stick to formal titles for business interactions unless invited otherwise. Approach first names with caution when dealing with people from other cultures. Some cultures are very hierarchical and would consider it disrespectful to be addressed without their title. Some cultures never accept first names in the business setting, and this should be respected. Some cultures are less time-conscious than others. Don't take it personally if someone from a more relaxed culture keeps you waiting or spends more of that commodity than you normally would in meetings or over meals. Stick to the rules of punctuality, but be understanding when your contact from another country seems unconcerned. Understand differences in perception of personal space. Americans have a particular value for their own physical space and are uncomfortable when other people get in their realm. If the international visitor seems to want to be close, accept it. Backing away can send the wrong message. Preparation tips it starts with being open-minded. Read up Possible resources, publications put out by the Department of Trade and Industry, dti and local embassies. They usually provide basic facts about demographics and business practices. The Economist Business Traveler's Guides have chapters designed to develop awareness with reviews of local etiquette and customs and the elusive psychological factors that can make or break a deal. Slim volumes on simple etiquette by Paul Norbury Publications. Find informants or experts with good local knowledge of both countries and simply ask them to talk to you over a good lunch or dinner. If you live near a university or a center of expertise on a particular country, it can also be helpful to seek guidance from experts who will probably be only too glad to be consulted and share their knowledge. For the really serious, there is no better way than to spend at least two or three days traveling with at least two representatives selling your company's products or services. Use the time to absorb the atmosphere, methodologies, hospitalities, practices and styles. Take a more specialized course on international etiquette if relating with international clients is a big part of your job description. Clyde, the owner of a farm equipment manufacturing company, was meeting with a potential business partner in Japan, takashi Akiyama. Clyde wanted to open a branch in Japan to help him access Asian markets, and Takashi already owned several manufacturing facilities and wanted to expand into different markets. In preparation for the meeting, clyde researched Japanese business culture and learned as much as he could. When the two met, clyde bowed to Takashi and greeted him using his last name. Clyde was glad he had researched the culture beforehand, or he may have made several mistakes that could cost him a profitable partnership. In the end, the two agreed to work together in no small part to Clyde's initial manners. Module 12. Wrapping up Module 12. Wrapping up. Although this workshop is coming to a close, we hope that your journey to improve your business etiquette skills is just beginning. We wish you the best of luck on the rest of your travels. Words from the wise Yogi Berra In theory, there is no difference between theory and practice In practice. There is Dwight Eisenhower Plans are nothing, planning is everything. Jonas Salk the reward for work well done is the opportunity to do more.