First Impressions Training (FIT) Professional Business Etiquette workshop 2011

Pattie McNiel presents

Professional Business Etiquette

College of Veterinary Medicine

Michigan State University

April 8, 2011

1Copyright © Pattie McNiel First Impressions Training (FIT)

Copyright © Pattie McNiel First Impressions Training (FIT) 2

First Impressions TrainingPhone: (517) 918-9318E-mail: [email protected]

Professional Business Etiquette Professional etiquette builds leadership, quality, business and careers. Etiquette refines skills needed for exceptional service. Whether you are a seasoned executive or just starting out, a seminar in professional etiquette will enhance your image.


Definition

The forms, manners, and ceremonies established by convention as acceptable or required in social relations, in a profession, or in official life.

Webster’s New World Dictionary

Think about it…as business becomes increasingly global, your ability to know whether to kiss, bow, or shake

someone’s hand is crucial.


Etiquette Changes as Society Changes

• Youth Rebellion of the 60’s (gas was 34 cents a gallon in 1968)

• The Civil Rights Movement• The Vietnam War• War on Poverty• Assassinations of Martin Luther King Jr. and Robert

Kennedy• Impact of Drugs• Divorce Rate & Single Parent families• Restless Mobility of Modern America• Time Pressured Lives have Splintered many

Traditions


First Impressions: When you walk into a room, walk with purpose.

You are yourself and your company. Your very first impression is crucial, always put your best foot forward. First impressions are made for the most part, within 5 seconds of meeting someone. That doesn’t get you past the “How do you do?”


Is this professional dress?


In Fact,

Words only account for 7% of an initial impression. Vocal quality accounts for another 38%. A whopping 55% of any first impression is based on non-verbal perceptions of appearance and behavior.


Introductions:

When meeting someone, shake their hand firmly, look directly into their eyes, and say their name in your mind three times.

The most important point about introductions is to make them. Failing to do so causes embarrassment and discomfort.


Tricks for memorizing names at the office

Do you repeat it? Repeat the person’s name not only in your head but out load.

Can you use it in the conversation? Repetition can really help so it’s a good idea to repeat the name throughout your conversation.

Can you connect the name to something? You might see a guy named Dan and think of a big fan.

Do you write it down? I always try to ask someone for a business card and then jot down something about them to help me remember our conversation.


Business Introductions:

In business, introductions are based on power and hierarchy. Simply, persons of lesser authority are introduced to persons of greater authority.

Gender plays no role in business etiquette; nor does it affect the order of introductions.


Example:

“Mr./Ms. Greater Authority, I would like to introduce Mr./Ms. Lesser Authority.”

However, the person holding the highest rank may not be Mr./Ms. Greater Authority. A client, for instance, always takes precedence over anyone in your organization, as does an elected official.


The Business Card

The business card, like the Chinese, look at it for a few moments and then place it away.

Remember presence-be there with the person you are speaking with.


Breaking Into A Crowd

Be cheerful, complimentary and confident.

Positive body language is essential. Look for the common denominator. Everyone has a common bond, use it

to help conversation begin to flow.


Make a Connection:

Don’t be afraid to reach out your hand to a stranger with a smile on your face and introduce yourself-what do you have to lose?

Ask open ended questions and allow others to talk about themselves. You may be amazed with how easy the conversation will begin to flow.


Proper Topics of Conversation

Name some topics that should not be discussed in a business setting

Religion Sex Politics Diet So, what should we talk about?


Networking

The key purpose of a reception in addition to allow time for gathering, is for networking.

Always have your business card Meet as many people as possible Use this time to your advantage The more contacts you have the

easier it is to do business


Alcohol Consumption

Be Careful Pacing is important. Switch off

beverages with alcohol and non-alcoholic options. Remember, never allow yourself to have too much to drink, it is never a positive reflection on you.


HORS D’OEUVRES

Buffet: This is where there are many stations throughout the room. Be careful not to have a plate in one hand and a beverage in another. You then do not have an open hand for a proper introduction.


Passed: Butler Style

The best for a business reception, the servers mingle throughout the room with silver trays of hors d’oeuvres. You should take one appetizer and place it on your napkin.


Here’s How To Do It


Follow the lead of the Host Host: you are to lead your guests through

the dining experience. Your guests will follow your lead. You will order the wine and you should open up the menu options, as a host you will order last.

Guests: you will follow the hosts lead. Do not remove your napkin before the host does. You will not set the pace for this dining experience. You will not order alcoholic beverages unless the host has made it clear that it is all right to do so.


Pattie McNiel93 Agate Way Williamston, MI 48895P: (517) 918-9318Email: [email protected] Website: www.firstimpressionstraining.com


Type of Service

American: Plated service traditional in American Restaurant service from left with left hand.French: Food is finished tableside-service is right with right handRussian: Plate presentation-plates set at first service from the left with right hand.English: Family Style-Items always passed counter clockwise.Note: Always offer the person on your left, then pass to the right.


Bread Service:

Your bread and butterplate may be usedfor sharing.

Break your bread over your bread and butter plate. Butter and consume bread one morsel at a time.


Water Service

Water is an after thought and the goblet is set the furthest away for you

Champagne White Wine Red Wine Dessert Wine Always set in the order in which it will be

served


Silverware-Proper Use of Utensils:

There should be no more than three implements of each type of silverware. If additional are needed, they will be brought out with each respective course.

Work from the outside in


Continental Dining Vs. American Dining

Continental: The fork is in the left hand, tines down, the knife is used often to guide food into the tines of the fork. A very graceful way of dining.

American: The zig-zag method. We eat with our fork in our right hand. We cut our food and then place the knife back onto the plate and switch the fork from our left to right hand.


Keep pace with everyone at the table. Resting or Finished Eating?

Resting: knife at 11/4 and fork at 8/2 When finished with the course place the

knife blade in and the fork (closer to you) diagonally across the plate (between 10 and 4 o’clock.)

Keep your soup spoon in the soup cup or bowl while eating, when finished place soup spoon to the right on the plate liner.


Wine Service

Cork Swirl Smell Legs Taste Only return a bad bottle of wine


International Business Etiquette

Business Etiquette in China: The business card exchange is an important part of the initial meeting and greeting.

Business Etiquette in Ireland: Business attire should be modest and comprised of conservative colors rather than bold ones.

Business Etiquette in Spain: You should go the extra mile and have your business card translated into Spanish on the reverse side.

Business Etiquette in Russia: Business life in Russia is formal and hierarchies play an important role in internal relations and decision-making.


The Basics of Good Guesting Respond to an invitation, either by phone,

letter, or e-mail within 24 hours. Cancel if you’re ill or have a cold. Arrive punctually. Be positive and upbeat. Don’t bring children or pets unless they

were specifically included in the invitation.

Always send a thank you note.


Cell Phones, Pagers & Beepers

Please! Always, turn off or mute cell

phones, pagers & beepers in church, meetings and restaurants.


CUSTOMER SERVICE TIPS

A WARM, SINCERE GREETING BUILD RAPPORT FIND OUT THE CUSTOMERS NEEDS EXCEED EXPECTATIONS THANK YOUR CUSTOMER FOR

THEIR BUSINESS ALWAYS INVITE THEM BACK FOR

REPEAT BUSINESS


Top 10 Pet Peeves Slurping or smacking noises while eating Private conversations during a meeting Talking on a cell phone in a meeting or restaurant Unsolicited jokes, photos over the Internet Interrupt before others have finished talking People who do not cover their mouths when coughing,

sneezing or yawning Eating before everyone at their table has been served Picking teeth with fingers or toothpick at the table People who do not acknowledge a gift with a thank you

note People who pile a plate full of food and don‘t leave enough

for others


Etiquette tip of the day: In today’s fast paced business

environment, we sometimes forget the basics of professionalism.

Remember that being a good neighbor is just as important on the job as it is at home.

Exhibiting courtesy, tact, and empathy in the workplace will help you build productive relationships and camaraderie with colleagues.


Questions

The single highest cost in most organizations is…..people.

The single most valuable asset any company has is…..people.

All executive plans are carried out by…..people.

I help build professional people who in turn build successful organizations.

Etiquette Odds and Ends Hard to eat foods


Education

First Impressions Training (FIT) Professional Business Etiquette workshop 2011