Business Etiquette 101
Presented by Robert Hogeda –
Access Group
What is Etiquette?
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A fancy word for getting along with others
Politeness
Poise
Confidence
A code that governs the expectations of
social behavior
Why Do We Need Etiquette?
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There’s no such thing as a vacation from
good manners.
To be at ease by showing more confidence
and poise in business & social situations.
Increases the likelihood that your calls,
appointments and emails will be received
positively.
To come across as the polished professional
you really are!
Etiquette “In the Office”
Make a Good First Impression
You meet a colleague for the first
time. How do you introduce
yourself?
A. Give them a big hug
B. Say “What’s up dude…cool to meet you.”
C. Say “I’m (name), nice to meet you.
D. Offer a firm handshake and make eyecontact
E. Both C and D
Make a Good First Impression
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Avoid slang
Establish eye contact
Avoid “the hug”
Avoid a limp handshake
Always introduce yourself
Know who should be introduced first
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Higher-ups first
Females before males
Present a business card
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If a higher up, only do this if they do it first
Dress for Success
Dress for Success
It’s “Casual Friday”…what would you wear
to the office?
Guys
Girls
A.
A business suit
A. A business suit
B.
Shorts and sandals
B. A mini skirt and halter top
C.
Ripped jeans
C. Tight jeans
D.
Khakis and a polo
D. Nice slacks and a nice blouse
Dress for Success
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Dress for the occasion
Avoid over-accessorizing
Steer clear of anything too gaudy, too short, or
too tight
Think of “Casual Friday” as if it were an
ordinary day without a necktie or business suit –
and, you still have to “look” professional!
Cubicle Etiquette
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Imagine an invisible door. Don’t just enter
someone’s cubicle.
If they look deep in thought, leave them alone.
If they are on the phone, don’t try to get their
attention with gestures.
Be aware how your voice projects.
Speaker phones and cubes don’t mix.
Cubicle Etiquette
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Others can hear what you say, and could judge
you by your words.
Keep personal phone conversations to a
minimum.
Don’t be a cubicle “lurker”.
Keep your cubicle neat and uncluttered.
“Netiquette” – Internet Manners
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“I need this ASAP”
“Come see me now”
“Why did you tell them this?”
“I NEED MORE TIME”
“Meet me in the braek room”
To: jennifer@nmsu.edu
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Cc: robert@nmsu.edu
Cc: Sandi@nmsu.edu
Cc: matt@nmsu.edu
Why are these rude/annoying??
“Netiquette” – Internet Manners
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Be concise, clear, and conversational in style
Your words are a forward or blind-copy away from
anyone
Don’t abuse the Cc: button
Spel check, spell chek, speill chick
Avoid the “chain mail” trap
Don’t be too informal
In most instances, use lowercase
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Uppercase implies shouting
“The 5 Commandments”
1.
2.
3.
4.
5.
E-mail only those to whom the message
pertains
M-ake a point to respond promptly
A-lways check spelling and grammar
I-nclude your telephone number in
your message
L-earn “nettiquette”
What you write can be forever stored!!
Etiquette “outside” of the office
Travel Do’s and Don’ts
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Flying is the most common mode of
transportation. While flying, remember:
Get to the airport early
 Don’t hold up the security line
 Dress appropriately
 Be considerate when walking down the aisles
 Share the armrest
 Don’t recline your seat all the way back
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More Do’s and Don’ts
Drink water, not alcohol
 Mind your business
 Don’t talk to your neighbor unless they want to
 Avoid getting up and down
 When exiting, let those in front of you exit first
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Tipping While Traveling
You are in a hurry at the airport, so you
check your bags at the curb. You check 2
bags. What should you tip the skycap?
A. $1
B. Nothing – he’s just doing his job
C. $2
D. Tipping?? What’s tipping?
Tipping Cheat Sheet
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Sky Cap
 $1 per bag
 If several bags, should tip more. (3 bags = $5)
Hotel Bellhop (dependent on level of hotel)
 Holding bags - $1 per bag or more if several bags
 Bringing something to the room - $2
 Something extra - $5
Maid – If there for an extended period, tip $1-2 per day
Shuttle bus driver
 $1 for the ride, or $2 if they help with your bags
Waiter
 15 to 20% depending on level of service
Taxi Driver
 10 to 15% of the fare
 50 cents is a minimum
The “Social” Event
Social Situations: How not to be a
Social Outcast
At the company Holiday Party, John/Sarah
drinks a little too much “eggnog”. He/she
starts dancing provocatively, flirting with
everyone (including the boss’ spouse), then
trips and falls down in front of everyone there.
What are the consequences?
A.
Big promotion the next day.
B.
Respect of all his colleagues.
C.
Being talked and whispered about.
D.
Word gets around the office/building/industry.
E.
Both C and D
Social Situations: How not to be a
Social Outcast
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View the event as an opportunity to network.
Prepare some small talk in advance.
Mingle and circulate. Don’t be a clique!
Dress appropriately
Go easy on the food and drink.
Seek out the host to show appreciation for the
event.
Don’t overstay your welcome.
Remember, people are taking notes. Don’t give them
a performance they will remember forever.
Eating in Public:
You sit at the table and want to take a
drink of water. There is a glass on
your left and right. Which one do you
drink from?
A. Right
B. Left
C. Grab one from another table
D. Forget it, I will go thirsty!!
A Typical Place Setting
You Might See This Too…
Eating in Public:
You excuse yourself to use the
restroom. Where do you place
your napkin?
A. On the floor
B. Folded on the table
C. On your chair
D. Take it with you
Napkin Etiquette
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The napkin will be placed either to the left of the forks,
beneath the forks, or on the plate. In a fancy restaurant,
it may be in the water glass.
Wait for the host or guest of honor to pick up his/her
napkin first.
After the host’s or guest of honor’s napkin is in place,
gently place your napkin in your lap.
In more upscale restaurants, the waiter places your
napkin on your lap for you.
Napkin Etiquette Continued
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It is not necessary to fully open a large napkin; just fold
it in half.
You can completely open a smaller luncheon napkin.
Use your napkin to dab the corners of your mouth only
Never blow your nose or wipe off lipstick with your
napkin.
Napkin Etiquette Continued
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When you excuse yourself from the table, place you
napkin neatly on your chair.
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Don’t be surprised if there is new napkin in it’s place. The
waiter will sometimes replace it.
When you have finished your meal and you are
leaving the table, place the napkin to the left of your
plate.
Do not put it back in the napkin ring.
Eating in Public:
You have finished eating your meal.
How do you let the waiter know?
A. Yell at him.
B. Mash your napkin on your plate so you
won’t eat anymore.
C. Push your plate(s) away from you.
D. Place your utensils at 10:20 (10 and 4).
Remember:
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Eat from the outside in
Liquids to the right, solids to the left
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5 letters: D-R-I-N-K / R-I-G-H-T
4 letters: F-O-O-D / L-E-F-T
No elbows on the table
Don’t talk with your mouth full
Use your napkin properly
Have good posture
Pace yourself – Don’t eat too fast or slow
No makeup at the table
Don’t use your cell phone
Pass correctly – Don’t reach over people.
Pass salt and pepper together
Cell Phones: Necessity or Burden?
Cell Phone Quiz
1.
2.
3.
4.
I keep my cell phone on during meetings so
everyone can reach me.
I answer the phone in a restaurant.
I tend to talk louder on my cell phone than I
do using a landline.
I instantly answer my phone when it rings no
matter how many people are close around me.
How Did You Fare?
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Yes to 4 statements: You are reachable but
others probably think you are rude.
Yes to 3 statements: Now you’re maybe a little
lower on the “rude” scale.
Yes to 1 or 2 statements: You are more civil than
most cell users.
No to all statements: You are the master of cell
phone etiquette.
Cell Do’s and Cell Don’ts
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Use your “inside voice” or even quieter.
Walk away from others when talking.
Turn your phone off or on vibrate during
events.
Never answer your phone during an event.
Be careful when driving.
Common Etiquette Mistakes
Making introductions in the wrong order.
Showing up late for an important appointment.
Talking on your cell at the table or during events.
Improper napkin use.
Drinking too much at functions.
Improper uses of email.
Walking into a person’s cubicle without asking
permission.
Yeah, great stuff, but when will I use
it?
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Work
Conferences
On the phone
Traveling
Dining
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Social events
In line at store
Online
Entertaining
Driving
Etiquette is the key to surviving all human contact
with your self-esteem, sense of humor, and selfconfidence intact!!
In Conclusion…
“Your manners are always under examination, and
by committees little suspected, awarding or
denying you very high prizes when you least
expect it”
-Ralph Waldo Emerson
Questions or Stories?
Thank you very much for your
participation. Now go out and
wow ‘em with your manners!
Sources: Etiquette for Dummies by Sue Fox
Business Etiquette by Ann Marie Sabath