Business Etiquette and Protocol
Doing Business in a Global Forum
Goals
Review elements of business etiquette
Provide up-to-date information
Provide guidelines for business decorum
Provide information on cultures and
countries
Business Etiquette and Protocol
Why?
Must be aware of more rules of behavior
than you expect to encounter in most social
situations.
Need to be aware of the behavior that is
expected in the world of work.
It is how you play the game.
Common Business Faux-pas
Expressing negative attitudes
Wearing inappropriate clothing
Failing to make proper introductions
Disregarding workplace courtesies
Taking messages carelessly
Business Etiquette and Protocol
Suit up for Success
Dress for Success
Enhance your personal brand and overall
package
Gets your foot in the door
Look the part - prepared and promotable
Invest in a few good suits
Grooming
Think CONSERVATIVE
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Business Etiquette and Protocol
Introductions
Greetings & Introductions
Nametags right side
When making introductions, the
old adage of introducing the
woman to the man is no longer
valid.
Introduce the more prominent to
the less prominent
Stand for introductions
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Greetings & Introductions
Include something of interest that would
start a conversation if the situation permits.
When you have been introduced, use the
persons name three times.
Ask to have the name repeated if it was not
clear.
Be honest! Say if you do not remember their
name. Offer your name first.
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The Proper Handshake
Involves eye contact
Is firm and painless
Lasts three seconds
Takes only 2 or 3 pumps
Starts and stops crisply
Does not continue through the
entire introduction
Handshake Etiquette Tips
Handshake Dos and Donts
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Hugs and Kisses
Hugs or kisses are
inappropriate in any
business environment.
Touching others in the
workplace, of the
same gender or not, is
impolite.
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What about Doors?
If you reach the door first: open it,
go through, and hold it.
Men no longer hold doors for
women just because they are
women.
Allow senior executive to reach
and go through first.
If someones arms are laden or
full, hold the door.
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Workplace Etiquette
Meetings
Electronic
Telephone
Voice Mail
Cell phones
Cubicles
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Strategies for Successful Meetings
Have an Agenda
Be prepared- Pre-work, action
items
Arrive on time or early. Do not be
late.
Bring all necessary materials
Put bag on floor next to your
chair
Turn off phones, pagers, and
PDAs
Do not multi-task
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The Meeting Agenda
List discussion items
Designate who is responsible for
items and due dates
Amount of time devoted for each
item
Handle most important/relevant
items first
Distribute before the meeting
Follow the agenda!
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Meeting Minutes
Someone to record or take
meeting notes
Timekeeper
Minutes distributed 24 hours
after the meeting
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Electronic Etiquette: Email
Easy and fun to use
Casual approach
Does not go away when you press Delete
Can be retrieved, forwarded, and traced
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Electronic Etiquette: Email
Treat Email as you would printed letters
Always use a salutation and signature
Show your full name as the alias
Create a clear concise Subject line
Always check for spelling, grammar, and punctuation.
Failure to do so makes you, and those you represent,
look bad.
Respond in a timely manner; use an Auto-reply when
unable to address for long periods of time.
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Electronic Etiquette: Email
Keep messages professional
Never reprimand or criticize others
Do not Reply All with negative comments
Do not reply immediately following an emotionallycharged email. Calm down and give your response
some thought.
Do not start a new topic of discussion by replying to an
old message
Do not send jokes or other non-business material
without first asking the recipient
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Electronic Etiquette: Email
When forwarding an email to another for
response/resolution, copy the original
sender.
Take the time to review each email before
clicking Send to ensure your message is
clear and you are relaying the tone that you
want.
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Electronic Etiquette: Instant
Message
Convenient way to communicate short bits of information
to others great for quick questions
Used for single or multiple recipients
Ongoing discussions should be handled via email or
phone
Take care with messages- recipient may not be intended
person
Be mindful of Status- Available, Away, On Phone, In
Meeting.
Many programs pop up or give audio prompts when
messages are received.
Not an excuse to forget your grade school education.
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Business Telephone Etiquette
Vocal quality- 70%
Words spoken- 30%
What you say and how you say it are important
Be sure listener gets message loud and clear
Avoid using a cell phone in areas with
questionable service- static is annoying
Do not chew, eat, or drink while on the phone
Mute when not speaking or asking a question
Do not interrupt others
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Conference Calls Speak up
Announce yourself for the benefit of
participants
Think before you speak
Be brief, get to the point
Avoid confrontational language
Do not upstage the meeting organizer
No public criticism
Do not interrupt
Do not forget to un-mute when
speaking!
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Closing a Call
Thank the person(s) for the call
End on a positive note
Do not say See ya, Bye-Bye, or Later.
Say Goodbye.
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Voicemail Etiquette
Who
What
When
Where
Why
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Voicemail Etiquette: Greeting &
Messages
Write it out and practice
Smile when you speak
Do not use sound effects or gimmicks
Briefer is better
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Cell phones, pagers, & PDAs
Connected to vital source of informational
nourishment
Does not include license to be rude
Know when to turn off!
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Video Chat/Skype
Video calls over the Internet are a great way to stay in touch with friends
and family in far-off lands. But software applications also help
business, bringing all corners of the globe closer.
Dont just do it.
Its polite to let someone know you would like to call them. It just may not be
a good time for the other person to take your call they may be on the
phone or in another meeting.
Confidentiality is not a given.
Visuals count.
Never assume your recipient is the only one looking at that computer screen.
Good light, including backlighting.
If you work from home, make sure your bed/bath
is not visible
Tidy any clutter
Do not wear pajamas.
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Cubicles- a special challenge
Do not use speakerphone
Keep private matters private
Talk softly
Respect privacy
Minimum snacking/meals
Scents
Foliage
Electronics
If it bothers you when others
do it, do not do it either!
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Other Etiquette Items
Tipping
Business Card
Business Meals
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Tipping
Wait staff & bartenders
Delivery drivers
Head waiters
Wash room attendants
Bell staff & Skycaps
Chambermaids
Room service
Calling a Cab
Taxi
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Business Cards
Have a stock of recently printed business cards
on hand.
A business card should convey your basic contact
information such as your name and email.
When offered a business card, say thank you and
present your card in return.
Can be used as enclosures in gifts, information
packets, or with flowers
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Business Etiquette and Protocol
DINING SITUATIONS
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Dining Videos
Basic Dining Etiquette - Table Taboos
Basic Dining Etiquette - The Place
Setting
Other videos available on www.monkeyseevideos.com
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Table Manners
Begin eating when everyone else has his or her food
Offer to others to begin eating if your food is the only order
not yet served
Always offer to pass bread, salt and pepper, butter and
other condiments near you
Passing food (if it is in front of you)
Pass to the right
Pass salt and pepper together
Eating and talking at the same time? Take small bites so
you can quickly finish and swallow before speaking
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No-Nos
Do not salt your food before you taste it shows you make hasty
decisions
Do not push your plate or chair away unless you are getting up from
the table
Do not rearrange or stack your dirty dishes
Never tilt your chair
Do not ask people where they are going when they get up from the
table
If you belch, excuse yourself to no one in particular
Never crumble crackers in your soup or blow on it
Do not chew ice or other inedible parts of the meal
Put butter first on your plate, not directly onto your bread
To get the last bit of soup, tilt the bowl away from you
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Business Meals 10 Commandments
1. Thou shall not jump
straight into business talk
2. Thou shall not be late
3. Thou shall not table hop
4. Thou shall not talk politics,
diet or family
5. Thou shall not dominate
the conversation
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Business Meals 10 Commandments
6. Thou shall not dawdle over the
ordering or eating
7. Thou shall not drink too much
(or any) alcohol
8. Thou shall not fight over who
pays the bill
9. Thou shall not neglect thy table
manners
10. Thou shall not forget to show
appreciation
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International Protocol
Toto, were not in Kansas anymore.
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One BPW Members Impressions
If you thought diversity and inclusion is an issue in
the US, it doesnt compare to Asia. There are
countries who just dont like each other! I was in
Korea this week and you could feel the coolness.
China and India compete fiercely and this was a
surprise. Then, being an American isnt always
welcome. (By the way, I am the only American so
far in management. Most expats are German.)
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International Business Etiquette
and Protocol
Appearance
Highlight Dos and Donts for Dress, Clothing,
Body Language, and Gestures
Behavior
Dining, Gift-giving, Meetings, Customs,
Negotiations, and General behavioral
guidelines
Communications
Greetings, introductions, and Conversation
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Very Important
Learn a phrase, or several, in the other
countrys native language
When speaking, speak slowly
Watch the accent
Common phrases or slang
Dress conservatively
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Other Countries and Cultures
China, Germany, India, Mexico, Russia,
Saudi Arabia
More resources
http://www.kwintessential.co.uk/etiquette/doingbusiness-middleeast.html
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Questions, comments, suggestions?
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References
Etiquette Dinner. 2011.
https://stmartin.edu/careercenter/resources/etique
ttedinnerpresentation.pdf
http://www.wbjournal.com/news50854.html
Individual Development Program 2008,
Used with Permission, under License.
Updated February 2012.
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