A Beginners Guide to Business Etiquette

Instructional Manual By: Courtney J. Skemp

A Beginners Guide to Business Etiquette

Instructional Manual By: Courtney J. Skemp

Table of Contents
About the Author......3 Introduction.......4 Unit 1:Verbal Communication.......5 Unit 2: Written Communication.16

Unit 3: Body Language/Gestures...22 Unit 4: Dress/Appearance......31 Unit 5: Business Meeting Conduct....38

About the Author

Miss Courtney J. Skemp graduated from Edinboro University of Pennsylvania in May of 2007 with a B.S. in Business and a minor in Economics. During college and four years after, Courtney worked as a server, bartender, and then franchise trainer for Quaker Steak and Lube. While franchise training, Courtney discovered her love for teaching others, which led her to the decision to continue her education further. In the spring of 2011, Courtney began working on her Masters in Education and her BCIT (Business, Computer, and Information Technology) K-12 certification at Indiana University of Pennsylvania. Upon completion of her degree, Courtney plans on teaching secondary business education classes in either Pittsburgh, PA or Charlotte, NC.

Introduction
This module is designed to introduce you to some of the basic concepts involved in business etiquette. Although many of you wont be joining the professional workforce for a few years, having this knowledge now will put you ahead of the rest. Avoiding many of the faux pas (a slip or blunder in manners, etiquette or conduct) associated with inexperienced, young business professionals will enable you to stand out among your peers and gain the edge necessary to land the job of your dreams, whether you decide to go into business or not. I will try to make this process as painless as possible. This information can be a little bland, so I will do my best to make it relevant to you, and incorporate a little humor along the way its the least I could do for putting you through such torture. It should only take about an hour, so youll live. Each chapter will be followed by a little quiz to highlight the most important information and ensure that you are learning what I want you to learn Im the teacher, so Im in charge. If you miss a question, I expect you to go back and review the information. Its for your own good. Trust me, youll thank me one day.

Unit 1: Verbal Communication

The first stop on our business etiquette journey is verbal communications, which includes: making proper introductions, how to make small talk, and proper phone etiquette. As we have discussed in class, first impressions are important. Within 3 seconds of meeting someone, we have already formed an opinion about them, whether we realize it or not. These first impressions can be nearly impossible to reverse or undo, making those first encounters extremely important they set the tone for all of the relationships that follow. Lets make sure that you make a positive first impression every time.

Making Proper Introductions

Introducing Yourself to Others Lets set up a scenario: Its your very first day at a brand new job. You walk into your new place of work. Who is the first person you are likely to meet? Experience dictates (says) that you are likely to meet a superior (an individual who is higher in station, rank, degree, or importance). Although this person may not be your boss, they should be treated with equal respect. Here are a few general rules for introducing yourself to a superior: 1. Make eye contact, smile, and extend your hand for a handshake. (we will talk more about gestures and facial expression later on, so this is as far as we will go with this stuff for now) 2. Say Hello, my name is and state your first and last name clearly and at an appropriate volume.

Unit 1: Verbal Communication

3. After your superior introduces themselves, make sure you repeat their name back to them with the following statement, Pleased to meet you, too, Mr./Ms./Mrs. _____________. (address them formally for the time being, unless they tell you to call them by their first name) At this point, you may engage in small talk with your superior as you walk to where youll be working. Make sure you keep pace with you superior as they walk. We will get to the ins and outs of small talk in a little bit, so keep your pants on. Next, you are likely to meet your colleagues (associates of the same rank or position). The same rules from above apply, except that the formality of step 3 may be a little more relaxed, as it is generally acceptable to be on a first name basis with your colleagues. Still introduce yourself by your first and last name and follow the lead of your work colleagues. If they start calling you by your first name, then you may do the same to them. Following the social norms of the your new workplace will allow you to make a positive first impression and adapt to your new work environment seamlessly. In the case that you will be superior to others, you will then be introduced to your subordinates (individuals who are of a lower rank or position). In this instance the same rules apply as above, except that in step 3, you are given the option as to how you want to be addressed and vice versa. Many individuals will opt (decide) to follow the social norms already in place at work, or they will go a different route if it makes them feel more comfortable. There is no right or wrong way of doing it, just different ones. If you want to be addressed by your first name, then tell your subordinate that during the introductions. Heres how its done: Its a pleasure to meet you, Dave, and please, call me Courtney. If you would prefer to be addressed more formally, then you would simply say: Its a pleasure to meet you, Dave. And leave it at that. Just do what feels best to you.

Unit 1: Verbal Communication

Introducing Others Lets continue with our scenario from before: Ok. So youve been at your job now for a few weeks and youre at a business lunch with your boss and some of your subordinates. (Well get to the ins and outs of business meetings a little later on.) On your way out of the restaurant, you run into some of the people that you used to work with. You are now faced with the responsibility of introducing your former work colleagues to your new superior and subordinates. This is a task very similar to introducing yourself to others. Here are some general guidelines for making those introductions: 1. Introduce people in business based on rank, not gender or age. Superiors 1st, colleagues 2nd , subordinates 3rd. 2. In business, the client, guest or visitor outranks the boss or coworker and should be introduced first. Start the introduction with your former work associates, since they are the guest in the situation. 3. Keep the forms of address equal to avoid differential treatment or the appearance of preferential treatment.

Unit 1: Verbal Communication

Quiz Time
The following multiple-choice questions summarize what you have just learned no surprises, I promise. Circle the letter of the word/statement that best answers each question. Check your answers at the end of the quiz. If you get a question wrong, go back and reread the section youre on the honor system here, people.

1. When introducing a subordinate and a superior to someone new, in what order should they be introduced? A. superior, then subordinate B. subordinate, then superior C. introduce them simultaneously 2. When introducing a client, guest or visitor to your boss, who should be introduced first? A. yourself B. your boss C. The guest 3. You are introduced to a new superior, Mrs. Courtney Smith, at work. When should you start calling him Courtney? A. as soon as you meet her B. when permission is given C. you would always call her Mrs. Smith no matter what

Unit 1: Verbal Communication

4. A superior is defined as A. an individual who is higher in station, rank, degree, or importance B. an associate of the same rank or position C. an individual of a lower rank and position 5. First impression opinions are typically made within how many seconds? A. 5 B. 4 C. 3

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1. A 2. C 3. B 4. A 5. C Answers:

Unit 1: Verbal Communication

Making Small Talk
The workplace is full of conversation, and although making small talk may seem unimportant, saying the wrong things can mean serious bad news for you and your reputation. Here are 12 tips from Career Builder for making small talk: 1. As you prepare for a function, come up with three things to talk about as well as four generic questions that will get others talking. If you've met the host before, try to remember things about her, such as her passion for a sport or a charity you're both involved in. 2. Be the first to say "hello." If you're not sure the other person will remember you, offer your name to ease the pressure. For example, "Charles Bartlett? Lynn Schmidt... good to see you again." Smile first and always shake hands when you meet someone. 3. Take your time during introductions. Make an extra effort to remember names and use them frequently. Tips 2 and 3 are worth repeating so they were repeated from earlier, which makes them important (hint hint). 4. Get the other person talking by leading with a common ground statement regarding the event or location and then asking a related open-ended question. For example, "Attendance looks higher than last year, how long have you been coming to these conventions?" You can also ask them about their trip in or the weather. 5. Stay focused on your conversational partner by actively listening and giving feedback. Maintain eye contact. Never glance around the room while they are talking to you. 6. Listen more than you talk.

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Unit 1: Verbal Communication

7. Have something interesting to contribute. Keeping abreast of current events and culture will provide you with great conversation builders, leading with "What do you think of...?" Have you heard...?" What is your take on...?" Stay away from negative or controversial topics, and refrain from long-winded stories or giving a lot of detail in casual conversation. 8. If there are people you especially want to meet, one of the best ways to approach them is to be introduced by someone they respect. Ask a mutual friend to do the honors. 9. If someone hands you a business card, accept it as a gift. Hold it in both hands and take a moment to read what is written on it. When you're done, put it away in a shirt pocket, purse or wallet to show it is valued. 10. Watch your body language. People who look ill at ease make others uncomfortable. Act confident and comfortable, even when you're not. More to come on body language and gestures later. 11. Before entering into a conversation that's already in progress, observe and listen. You don't want to squash the dynamics with an unsuited or ill-timed remark. 12. Have a few exit lines ready, so that you can both gracefully move on. For example, "I need to check in with a client over there," "I skipped lunch today, so I need to visit the buffet," or you can offer to refresh their drink.

When should you exit a conversation? According to Susan RoAne, author and speaker known as the "Mingling Maven," your objective in all encounters should be to make a good impression and leave people wanting more. To do that, she advises: "Be bright. Be brief. Be gone."

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Unit 1: Verbal Communication

Phone Conversations
Conversing professionally on the telephone is another important aspect of verbal communication in business etiquette. Many times, that may be the first occasion that you speak to a potential client or employer, so speaking professionally and making a good impression is important. Below are some general guidelines from WikiHow for speaking on the phone, whether they call is taken at work or for professional purposes. 1. Answer the phone is as few rings as possible. No one likes to be forced to wait. 2. Always have a pen and paper available when taking a call to write down any important information or notes. 3. If you are being contacted at work, make sure you answer with a friendly and formal greeting, such as Good morning, Courtney Smiths office, this is Courtney speaking, how may I help you? Avoid informalities, such as Hey or Hi, it sounds lazy and unprofessional, and no one likes a lazy person just sayin. 4. If you are contacting someone for professional reasons, make sure to clearly and politely state your name and the purpose for the call. Tone of voice can be clearly heard over the phone, so it helps to smile when speaking.

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Unit 1: Verbal Communication

5. Always assume that someone else is listening to your phone conversation. Always thinking that big brother is listening will help keep your attitude professional. 6. Use correct and formal grammar, but speak with a relaxed and pleasant tone. Avoid the overuse of slang and regional language, such as yinz or yall. Using this type of language during professional conversations sounds unprofessional and uneducated. 7. Use the name of the individual you are speaking with as much as possible. It shows that you are a good listener and adds a personal touch. 8. Avoid chewing gum or eating anything. 9. Use the mute or hold button when necessary, never just put the phone down. Seriously, you would be surprised as to how much can be heard on the other end, even with your hand over the receiver. 10. Close the conversation with a professional closing, such as Have a great day and thank you so much for calling. Again, avoid the use of informality. The closing of the conversation is very important because it will be the last thing the other individual will remember about you.

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Unit 1: Verbal Communication

Quiz Time
The following multiple-choice questions summarize what you have just learned no surprises, I promise. Circle the letter of the word/statement that best answers each question. Check your answers at the end of the quiz. If you get a question wrong, go back and reread the section youre on the honor system here, people. 1. From the list of topics below, which is most appropriate to make conversation about while making small talk at work? A. the weather B. politics C. religion D. gender preferences 2. Small talk conversations should be led by A. Hey, whats up? B. serious topics of conversation C. a common ground statement D. a long personal story 3. Which of the following statements is true about small talk? A. It is important to not have any exit lines prepared, you dont want to seem to eager to leave the conversation. B. Listen more than you talk. C. Being unaware of your body language while speaking makes you seem more relaxed and easy to talk to. D. Talk more than you listen.

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Unit 1: Verbal Communication

4. The phone should be answered in how many rings? A. 3 B. dont answer, let the machine get it C. as few as possible D. 2 5. What is a proper greeting for answering the phone? A. Yo, this is Courtney. Whaddya want? B. Good afternoon, this is Courtney Skemp speaking, how can I help you? C. Hey, this is Courtney Skemps office. D. Hello, how can I help you? 6. When speaking on the phone at work, you should always assume A. that you are speaking to a friend B. that the conversation will be long C. that the conversation will be short D. that someone else is listening in 7. When speaking on the phone you should avoid A. saying the other persons name B. chewing gum or eating C. using the hold button D. saying a thoughtful good bye 8. Which of the following is a professional closing for a phone conversation? A. Check ya later. B. Cya, and thanks for calling! C. Have a great day and thank you for calling. D. Keep it real thanks for calling, Dude!
1. A 2. C 3. B 4. C 5. B 6. D 7. B 8. C Answers:

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Unit 2: Written Communication

The second stop on our business etiquette journey is written communications, which includes: properly writing and email and a memo. There are many other areas involved in written communications, but for the purposes of this class, we will focus on these two types only. As we have discussed in class, proper written communication is essential to the success of a business. The importance of good writing skills in the business world has become more evident even as companies rely increasingly on computers and other new technologies to meet their obligations. Business experts warn that any business's positive qualitiesfrom dedication to customer service to high-tech expertisewill be blunted (diminished or disadvantaged) to some degree if they are unable to transfer that dedication and knowledge to the printed page.

Writing an Email
When writing a professional or business related email, adhere to the following goals and guidelines so you dont look (and sound) like an idiot.

Our goal is to construct email that: 1. Will actually be read 2. Will actually be understood 3. Will not annoy the receiver 4. Does not take up too much time on the receivers end

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Unit 2: Written Communication

To achieve these goals, it is important to keep emails in KISS (Keep it simple, Stupid!) format. This can be achieved by remembering the following tips: 1. The email should quickly answer, Whats the point?! People want to know what do you need from me? Answer this question quickly. Skip long introductions, backgrounds, compliments and details. Jump to the point. State it clearly using minimal words. 2. The email should be addressed respectfully. Greet every email with a polite, Hello or Good Morning/Afternoon/ Evening. Avoid slang, such as Hi or Hey. 3. The email should be free of grammatical errors and hard to read fonts. Keeping things easy to read and understand will help you to appear professional and capable to the people that you work with. 4. The email should be closed respectfully and with a signature. Close every email with Best Regards or Sincerely or Thank You. Create a signature that is attached to the bottom of every outgoing email message that includes all of your contact information. This will make you easier to contact.

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Unit 2: Written Communication

Writing a Memo
According to the Purdue Online Writing Lab, Memos have a twofold purpose: they bring attention to problems and they solve problems. They accomplish their goals by informing the reader about new information like policy changes, price increases, or by persuading the reader to take an action, such as attend a meeting, or change a current production procedure. Regardless of the specific goal, memos are most effective when they connect the purpose of the writer with the interests and needs of the reader. Tips for writing effective memos: 1. Choose your audience wisely! Only involve those who are actually involved in the memo. Do not send it to the entire office. 2. Be certain that the material is not too sensitive to be sent over a memo. If you question whether it should be written or not, face-to-face communication is probably best. 3. Make sure the memo is in the correct format. There should be a formal heading, addressed specifically to each individual. Make sure the content is clear and concise and includes all of the pertinent (important) information. Take a look at the example on the right (We will practice writing memos in the next chapter of the textbook in class, so we arent going to go into too much detail now, so keep your pants on.) 4. If the memo is longer than two pages, you have written too much! Keep it simple, Stupid (KISS)!!

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Unit 2: Written Communication

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Unit 2: Written Communication

Quiz Time
The following True/False summarize what you have just learned no surprises, I promise. Write either TRUE or FALSE in the line after each question. Check your answers at the end of the quiz. If you get a question wrong, go back and reread the section youre on the honor system here, people.

1. It is good practice to begin all emails with an informal greeting, like Hey or Hi. _____________ 2. A well written email should be free of grammatical errors. _____________ 3. One of the goals of an email is to be understood by the receiver. ____________ 4. An email should include a long introduction that is full of personal stories and compliments so the recipient of the email feels important. ____________ 5. The senders contact information should be included in a signature . _____________ 6. A memo that concerns only a few people should be sent to the entire office. _____________

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Unit 2: Written Communication

7. It is good practice to never write sensitive information in a memo. ______________ 8. A well written memo should be at least 2 pages. ______________

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1. False 2. True 3. True 4. False 5. True 6. False 7. True 8. False Answers

Unit 3: Body Language and Gestures

The third stop on our business etiquette journey is body language and gestures, which includes: shaking hands, eye contact, posture, and facial expression awareness. Your body language (also known as demeanor) impacts your success. It's vital that you know how to act when you get to the office, after-hours dinners, meetings or trade shows to make the most effective and efficient use of your time. Body language attracts those people whom you want to do with business with and add to your network. Lets be honest...we all want to be found attractive in any way that we can.

Shaking Hands
A proper introduction is often accompanied by a handshake, which is considered a universal greeting in the business world. Below are some guidelines for a handshake that will leave a lasting impression. 1. Use a firm, not forceful, grip. You are not competing in a strong-man competition, so there is no need to grab someones hand as hard as you can. An uncomfortable handshake is never a pleasant experience for anyone. 2. Avoid offering a fish hand A limp hand is never a good idea in the business world, because it makes you look like a wuss just sayin. Ladies, this is especially important for you. Be equal, not inferior. 3. Shake from your elbow

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If you shake from your shoulder, you risk jolting your handshake partner. The idea is to connect, not be overbearing.

Unit 3: Body Language and Gestures

4. Pump your hand only 2-3 times. A business handshake should be brief and to the point. Holding on any longer can make people feel uncomfortable. Dont be a creeper. 5. One hand is better than two. The use of two hands with strangers is seen as intrusive.

Eye Contact
Make it and keep it! Not only does focused eye contact display confidence on your part, it also helps you understand what the other person is really saying verbally. Looking someone in the eye as you meet and talk with him/her also shows you are paying attention. Listening is the most important human relations skill, and good eye contact plays a large part in conveying our interest in others. Remember the following for rules for eye contact. 1. Begin eye contact as soon as a conversation begins and maintain it till the conversation is over. 2. To make proper (and not creepy) eye contact, focus on the area of the face from the eyes to the top of the other persons lips. Averting attention from this area can make others feel uncomfortable. Imagine an upside-down triangle on the other persons face, with the base of the triangle at the eyes and the point just above the lips. 3. Keep direct eye contact 80-90% of the time. Staring too much can make you seem dominant and forceful (and creepy). Not looking enough makes you seem disinterested or not confident.

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Unit 3: Body Language and Gestures

Quiz Time
The following multiple-choice questions summarize what you have just learned no surprises, I promise. Circle the letter of the word/ statement that best answers each question. Check your answers at the end of the quiz. If you get a question wrong, go back and reread the section youre on the honor system here, people. 1. When shaking hands with your business associates, you grip should be A. loose and gentle B. hard C. strong and firm D. you should never shake hands with business associates, you should always hug 2. When shaking hands, you should shake from your A. elbow B. wrist C. shoulder D. waist

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Unit 3: Body Language and Gestures

3. It is best to avoid offering a fish hand when shaking hands. What is a fish hand? A. a limp hand B. a gang gesture C. a verbal business greeting D. a two-handed handshake 4. Direct eye contact should begin when A. the person enters the room B. every time they stand up C. they open his/her mouth D. the conversation begins 5. The area of the face where you should look when making eye contact can be described as A. the area from the forehead to the eyes B. the area from the nose to the mouth C. the area from the eyes to the nose D. the area from the eyes to the chin 6. Direct eye contact should be kept A. 70-80% of the time B. 80-90% of the time C. 90-100% of the time D. 60-70% of the time
1. C 2. A 3. A 4. D 5. C 6. B Answers

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Unit 3: Body Language and Gestures

Posture
Just so you know, your mother was right (as much as I hate to admit it). Good posture (the position of the limbs or the carriage of the body as a whole) is important. Walking and standing with good posture makes you appear confident and sure even if you are scared out of your mind. To have good posture, make sure you have your:

Stomach in, Chest forward and out, Shoulders back, And head up.

If youre a sloucher (you know who you are!) you are giving the appearance that you are unsure of yourself, not poised, and not someone worth meeting. Command respect by standing tall and claiming the space to which you are entitled. Plant your feet about six to eight inches apart with one foot slightly in front of the other. You also tell people through your posture if you are want others to approach you. For instance, if you are talking with one other person and the two of you are forming a rectangle, you will give the message that you have "closed off" your space and don't want to be interrupted. If you doubt me, stand by two people who are in the rectangular position and see how long you go unacknowledged. If, on the other hand, the two of you stand with your feet pointed outward like two sides of an incomplete triangle, you will be inviting others into the conversation...then you can make that all-important eye contact!

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Unit 3: Body Language and Gestures

Facial Expressions
Wipe that smirk off your face! Has someone ever said that to you and you had no idea you were even making a face? How about rolling your eyes? When I was younger I used to do that to my parents constantly and not even realize it. Our facial expressions say a lot about how we really feel without even saying a word. We can display disinterest, excitement, anger, annoyance, or understanding (or lack there of) without even realizing it. In your professional life, it is important to be aware of your expressions because the face is a component of emotion, according to Dr. Joseph Campos from the University of California at Berkley. Displaying too much emotion can make anyone appear unprofessional and unreliable. Although there is no real textbook way of controlling all of your facial expressions, doing your best to be aware of them is a good way to monitor what you might be conveying (to communicate, impart or make known) to those around you.

Smile and laugh when appropriate Dont roll your eyes (regardless of how stupid you think something is) Make proper eye contact when necessary Fake it

Sometimes things may not be interesting or funny, but you have to pretend like it is. Make sure that your face shows it, too.

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Watch the tears, crying, emotional outbursts, etc.

Unit 3: Body Language and Gestures

Quiz Time
The following fill-in-the-blank questions summarize what you have just learned no surprises, I promise. Write the correct answer in the lines provided after each question. Check your answers at the end of the quiz. If you get a question wrong, go back and reread the section youre on the honor system here, people. 1. Define posture. _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ 2. To have good posture, make sure you have your: (hint: 4 things) _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ 3. Feet should be planted ________ to ________ inches apart, with one foot slightly in front of the other. 4. If you and another person are in a private conversation, how should you stand to signify (to make known by signs, speech, or action) that? _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ _____________________________________________________________

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5. If you want to invite others to join your conversation, how should you stand to signify that? _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ 6. List at least 4 emotions that can be displayed through facial expression. _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ 7. Displaying too much emotion can make you appear _____________________ and ________________________. 8. List the five ways that you can monitor your facial expressions. _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________

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Unit 3: Body Language and Gestures

Quiz Answers 1. Posture is the position of the limbs or the carriage of the body as a whole. 2. Stomach in, chest forward and out, shoulders back, and head up. 3. 6 to 8 Inches apart 4. If you are talking with one other person and the two of you are forming a rectangle, you will give the message that you have "closed off" your space and don't want to be interrupted. 5. If the two of you stand with your feet pointed outward like two sides of an incomplete triangle, you will be inviting others into the conversation. 6. Happy, sad, excited, scared, annoyed, interested, angered, etc. 7. Unprofessional and unreliable 8. Smile and laugh when appropriate Dont roll your eyes (regardless of how stupid you think something is) Make proper eye contact when necessary Fake it Watch the tears, crying, emotional outbursts, etc.

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Unit 4: Dress and Appearance

The fourth stop on our business etiquette journey is dress and appearance, which includes casual and formal business attire and proper accessorizing. The way you present yourself physically is crucial to your professional success. If you go to work dressed inappropriately, odds are you will be sent home to change...not to mention the fact that you may be the topic of office gossip. As I have stressed throughout this entire training manual, first impressions count. You know how to act the part, now lets look the part.

Business Casual
Business casual dress is defined as a middle ground between business formal wear and casual wear. It is worn for less formal occasions in the business world, going coming into work on a weekend or a casual luncheon. For women it is defined as: A reasonable length skirt or trousers of a non-jeans material combined with a top (such as a dress shirt, polo, or sweater set) is considered acceptable. An informal dress with appropriate skirt length is also acceptable.

For men it is defined as: A combination of collared shirt (such as a dress shirt or polo shirt), cotton trousers (such as khakis or blue, green, brown, or black trousers) with a belt, jeans and modest shoes (such as loafers) with socks is generally acceptable. A blazer or business jacket can optionally be added.

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Unit 4: Dress and Appearance

General rules of thumb for both sexes for dressing business casual:

Dont look like a slob. Make sure your clothes are ironed and stain free. Avoid baring it all. No bare midriffs, flip-flops, miniskirts, tank tops, or underwear as outer wear. Just because it is casual does not give you license to wear whatever you want.

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Business Formal
According to eHow, Formal business attire is clothing meant for serious, professional occasions. Unlike "business casual," which leaves a lot of room for imagination, formal business is stricter, crisper and less forgiving. A good rule of thumb to determine if your clothing is formal business: If you're uncomfortable, self-conscious and can't do a cartwheel freely, you are probably doing it right. NOTE: This guideline covers formal business styles for the Western world and does not include clothing for special ethnic or cultural groups.

For women it is defined as: Either a pants suit or a skirt suit, coupled with a crisp blouse are equally acceptable. Women can wear suits of white, off-white, beige, brown, blue, burgundy, pink, and yellow, as well as the basic gray and black. Blouses can be colored or patterned as long as they are tactful. Absolutely NO cleavage. Dresses and skirt sets can be considered formal business attire, but caution must be taken to ensure professional appearance. AVOID bright flowers, busy designs, or anything with a cartoon character. Any skirt or dress should end two inches above the knee or lower...you arent workin the street corner. Boots and dress shoes are considered formal, as long as they are clean. Typically, shoes should have a heel, but not all women can or want to wear heels and can probably get away with low shoes. DO NOT wear lady of the night heels...seriously, dont do it. Stockings or dress socks should be worn with dress shoes.

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For men it is defined as : The first item of importance for men is a tie. Once you pick out a tie, you can base the rest of your outfit around it. Acceptable ties for formal business wear tend to be modest colors of gray, navy blue, brown, black and burgundy. Pale yellow and pale pink (yes, men wear pink) are also fine as long as they are not too bright. Patterns on ties are fine. The most common patterns are paisley, striped and polka dots but the pattern should not be too loud. Formal business ties should not have pictures of Mickey Mouse or racing cars NO cartoons, people! Formal business attire also includes dress pants and a suit jacket made of a slippery or scratchy synthetic material. Silk, rayon, and wool are acceptable. Cotton is not formal. The suit should be a dark or modest color such as black, navy, or gray. Like the tie, formal business suits should not be loud or flashy. A dress shirt of white is appropriate for all formal business attire. Striped dress shirts are also acceptable as long as they go well with the suit and tie. While it may be tempting to wear a pair of dark sneakers, recreational boots, or loafers, these are not formal shoes. Formal shoes have laces NO Velcro, you arent five.

General rules of thumb for both sexes for dressing business formal:

Dont look like a slob. Make sure your clothes are ironed and stain free. Avoid baring it all. No bare midriffs, flip-flops, miniskirts, tank tops, or underwear as outer wear. A cheap suit or shoes can be spotted from a mile away invest in expensive pieces, they will last longer and look better. REMEMBER: If you are uncomfortable, you are probably doing it right.

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This is how business formal is done, people.

Accessorizing
Accessories are fairly flexible, even for formal attire. Cuff-links, for example, can be traditional gold or silver, or they can be in the shape of airplanes or musical notes. Women can wear almost any type of jewelry, as long as it is tactful and matches the outfit. One thing about accessories--the only way you can go wrong with jewelry is if you wear something symbolically offensive. Necklaces should not have pictures of drug plants, and pins should not be in the shape of a swastika (although, that symbol was originally a sign of peace). Flashy accessories like large medallions and huge diamond bracelets are also inappropriate. Accessories can either make or break an outfit.

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Quiz Time
The following multiple-choice questions summarize what you have just learned no surprises, I promise. Circle the letter of the word/statement that best answers each question. Check your answers at the end of the quiz. If you get a question wrong, go back and reread the section youre on the honor system here, people.

1. Business casual attire is defined as A. a middle ground between business formal wear and casual attire B. casual clothing that you wear around the house 2. Business casual dress is appropriate for A. a job interview B. working extra hours on a Saturday C. a formal company dinner D. a networking event 3. Pick the appropriate business casual mens outfit below. A. t-shirt, jeans, no belt, sneakers B. suit jacket, vest, button down shirt, belt, dress pants, dress shoes C. button down shirt, jeans, belt, flip-flops D. collared polo shift, khaki pants, belt, socks, loafers

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Unit 4: Dress and Appearance

4. Business formal attire is defined as A. formal clothing that you would wear in a wedding B. clothing meant for serious professional occasions 5. Business formal attire is appropriate for A. a casual luncheon B. coming into work on a Saturday C. a job interview D. an afternoon spent with a client on the golf course 6. Pick the appropriate business formal womans outfit below. A. a short yellow dress with very large polka dots, stockings, loud jewelry, very high heels B. a skirt suit, white blouse, modest heels, stockings C. Khaki pants, polo shirt, belt, loafers D. a pants suit, heels 7. In any case with accessories, they should be A. mismatched and gaudy B. nonexistent C. modest and tasteful D. whatever you want, as long as they match

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1. A 2. B 3. D 4. B 5. C 6. B 7. C Answers:

Unit 5: Business Meeting Conduct

The final stop on our business etiquette journey is business meeting conduct, and we will discuss the three most common types of business meetings (boardroom, dining, casual) and how one should conduct themselves during those meetings. This unit is the last piece of the puzzle in basic business etiquette, which means we have reached the home stretch YES!! Business meetings, regardless of type, are an important part of business operations. Most companies schedule weekly or bi-weekly meetings to work out important problems, plan future endeavors, or get employee feedback.

In the Boardroom
Meetings are usually more formal and are conducted following an agenda (a list or outline of things to be considered or done). These meetings are typically ran by one person, known as the chair, who makes sure that the meeting stays on task and covers the appropriate topics of discussion. This person will also take notes, also known as minutes, during the meeting. A copy of the minutes will be emailed to all who attend shortly after the meeting. Those who are attending the meeting should come prepared, ready to contribute, and on time dont be lazy. No one likes the lazy person. Make sure to listen attentively and jot down your own personal notes. Time is usually saved for additional questions and concerns at the end of the meeting, so make sure to write down any that you may have that do not get answered or addressed during the discussion. If areas of the agenda are not met due to time constraints, be prepared to have another meeting sooner than usual. The pace of most businesses is fast moving and things need to get accomplished as quickly as possible.

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Unit 5: Business Meeting Conduct

Tips for Formal Meetings Dress well and arrive in good time. Your professionalism is linked to both.

Always remember to switch off a mobile phone no one wants to hear your Ricky Martin ringtones.

If there is an established seating pattern, accept it. If you are unsure, ask.

When discussions are under way it is good business etiquette to allow more senior figures to contribute first.

Never interrupt anyone - even if you disagree strongly. Note what has been said and return to it later with the chair's permission.

When speaking, be brief and ensure what you say is relevant. Always address the chair unless it is clear that others are not doing so. It is a serious breach of business etiquette to divulge information to others about a meeting. What has been discussed should be considered as confidential.

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Unit 5: Business Meeting Conduct

Dining
Having a meeting over a meal is a fairly common practice in the Western business world. The meeting may be formal or informal, either way, the most important thing to remember is eating etiquette. Below is some advice from eHow. If you called the meeting, here are a few things to remember:

Come at least 10 minutes early and speak with the seating hostess, making sure your table is ready.

Make sure it is clear with the server that you are taking care of the check. Offer your credit card ahead of time to avoid fighting over the bill.

Offer small talk with your guests as they arrive. I told you this stuff would overlap!

At any meeting over a meal:

Make sure your napkin is in your lap. This goes for you, too, guys.

Order a mediumpriced menu item dont be a princess.

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Unit 5: Business Meeting Conduct

Use the utensils in the proper order.

Utensils start on the outside and move in toward the plate. Glasses begin on the left, moving to the right. Plates start on the right, moving to the left. Turn your fork upside down on the rim of your plate when you're finished with a course. (This signals the waiter for service. Be kind and courteous to the wait staff)

Eat slowly and with small bites. And chew with your mouth closed dont be a pig.

Order something that can be easily eaten and is not messy.

NEVER speak with food in your mouth. Place only papers on the table, never your briefcase.

Wait to show necessary papers until after the main course, since documents could be spoiled or ruined during the meal.

Casual
Casual or informal business meetings can be treated with a more relaxed approach. Dress for these meetings is usually business casual and they typically occur outside the office. (A popular place is the golf course.) Although these meetings are less formal, a sense of professionalism and etiquette is still required. Be polite and courteous. Make sure you are personable with everyone, as small talk is key in these types of meetings. Feel free to discuss your family and some aspects of your personal life. Steer clear of controversial topics. Dont talk business right away it will make you seem pushy. Enjoy the company of those around you and relax!

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Unit 5: Business Meeting Conduct

Quiz Time
The following multiple-choice questions summarize what you have just learned no surprises, I promise. Circle the letter of the word/statement that best answers each question. Check your answers at the end of the quiz. If you get a question wrong, go back and reread the section youre on the honor system here, people. 1. During a business meeting held in a Boardroom, the person who leads the meeting should A. remain quiet and let them meeting take its course B. be the only one who speaks during the meeting C. encourage, but control discussions D. come into the meeting without an agenda 2. Notes taken during a business meeting are also known as A. jots B. minutes C. notes D. papers 3. Which of the following is not proper behavior during a business meeting? A. talking on your cell phone B. contributing ideas

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C. taking notes D. asking appropriate questions

Unit 5: Business Meeting Conduct

4. What is the most important thing to remember during a meeting over a meal? A. to take thoughtful notes B. eating etiquette C. only put papers on the table D. let someone else pay for the check 5. If you are hosting a lunch/dinner meeting, you should arrive A. 7 minutes early B. at least 10 minutes early C. at least 20 minutes early D. 5 minutes early 6. During the meal, make sure to A. keep everyone engaged in conversation B. talk with your mouth full C. eat slowly and with small bites D. be rude to the wait staff 7. Dress for casual business meetings should be A. business casual B. business formal C. jeans and t-shirts D. casual Continue

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Unit 5: Business Meeting Conduct

8. During a casual meeting held on a golf course, your attitude should be A. personablepolite and courteous B. rigiddont show any emotion or have fun C. very relaxedfeel free to swear, fart, burp, and make a fool out of yourself D. reserveddont talk to very many people and simply observe the situation quietly 9. What is key during casual business meetings? A. talking business B. schmoozing C. being a know-it-all D. small talk 10. When it is ok to talk business during a casual business meeting on a golf course? A. immediatelythats what everyones there for B. neveryoure only there to have fun C. wait a little whilelet everyone get comfortable first D. Business meeting on a golf course?! Never.

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1. C 2. B 3. A 4. B 5. B 6. C 7. A 8. A 9. D 10. C Answers:

Congrats! You did it. I hope you learned something. It wasnt that terrible of an experience...right?

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