The Top Ten Etiquette Tips for Building Business Relationships Peter Post June 29, SHRM 61st Annual Conference & Exposition

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "The Top Ten Etiquette Tips for Building Business Relationships Peter Post June 29, 2009. SHRM 61st Annual Conference & Exposition"

Transcription

1 The Top Ten Etiquette Tips for Building Business Relationships Peter Post June 29, 2009 SHRM 61st Annual Conference & Exposition 1

2 Top Ten Business Etiquette Behaviors 1. Be on time. 2

3 Be On Time Disorganized. Disrespectful. Poor planner. What would you do? I was between a rock and hard place. I had two very important, back-to-back meetings scheduled one for 10:00-11:00 and the next for 11:00-11:45. At 10:50 the first meeting was still going strong. What should I have done? 3

4 Top Ten Business Etiquette Behaviors 1. Be on time. 2. Simple courtesies matter. 4

5 Simple Courtesies Matter Please: asking vs. demanding. Thank you: appreciation vs. expectation. You re welcome. Good morning. Hello. What would you do? Who says good morning first. The person who enters the office or the person at the receptionists desk? Goodbye. 5

6 Top Ten Business Etiquette Behaviors 1. Be on time. 2. Simple courtesies matter. 3. Attend to your image. 6

7 Attend to Your Image If people focus negatively on your appearance, actions or words rather than on you, then your image needs polishing. 7

8 Attend to Your Image Appearance Neat Not torn or sloppy Not wrinkled Your person Tips No body odor No bad breath Well groomed Not too: tight, short, low cut, loud, high, sheer Keep it understated Minimal jewelry Dress for the situation Minimal scents Tattoos and piercings Actions Body Language Posture Eye contact Nervous habits Gum chewing Words Tone Speed Inflection Laughter Accent Pronunciation Grammar and word usage 8

9 Top Ten Business Etiquette Behaviors 1. Be on time. 2. Simple courtesies matter. 3. Attend to your image. 4. Don t use technology to avoid communicating in person. 9

10 The Bad Side of Technology Using Technology to Avoid People Sending an to layoff a worker. Sending a text message to cancel a contract. Making Mistakes with Technology Spending time on social networking sites at work. ing, texting or instant messaging negative comments about your company, manager, co-workers, or clients. Speaking on a cell-phone in a crowded waiting area or on a plane, train or bus about the details of a confidential contract. Keeping confidential information on your BlackBerry. Leaving a BlackBerry or cell phone on at the start of a meeting. Answering a cell phone instead of focusing on the person you are with. 10

11 Top Ten Business Etiquette Behaviors 1. Be on time. 2. Simple courtesies matter. 3. Attend to your image. 4. Don t use technology to avoid communicating in person. 5. Recover from mistakes. 11

12 How to Recover from Mistakes It s not if, it s when you make a mistake. Take responsibility. Offer solutions. 12

13 Top Ten Business Etiquette Behaviors 1. Be on time. 2. Simple courtesies matter. 3. Attend to your image. 4. Don t use technology to avoid communicating in person. 5. Recover from mistakes. 6. Be prepared. 13

14 Be Prepared Meetings As the organizer Establish goal(s) for the meeting. Send an agenda and supporting documents early. Prepare minutes and to do s. As a participant Respond to the invitation right away. Notify the organizer of any change required in your plans ASAP. Bring the materials and information assigned to you. Be punctual. Have business cards ready. Turn off cell phone, pager, watch timer, PDA. Keep a positive attitude, eye contact, poker face. Do not contradict each other. Be a good listener/participant; avoid day dreaming, dozing, looking bored. Be clear of expectations and follow through. 14

15 Be Prepared What would you do? At an important client meeting a cell phone begins ringing. After the second ring everyone realizes that it is your phone. 1. Try to pretend it wasn t your phone. 2. Answer it and try to talk softly. 3. Get up, leave the room, and answer it. 4. Shut the phone off without answering the call. 15

16 Top Ten Business Etiquette Behaviors 1. Be on time. 2. Simple courtesies matter. 3. Attend to your image. 4. Don t use technology to avoid communicating in person. 5. Recover from mistakes. 6. Be prepared. 7. Focus on social skills. 16

17 Focus on Social Skills Greetings Stand up. Look them in the eye, smile. Firm handshake. Say your name and repeat his/her name. Business social events Learn how to engage in small talk. Commit to introducing yourself to at least 3 new people. Don t over imbibe. Avoid dirty laundry and controversial subjects. Follow up. Table manners Eliminate grossness. Confidence. Differentiator. Top five: Don t chew with your mouth open. Don t wolf your food down. Don t sneeze without at least covering up first. Engage the people around you in conversation. Thank your host twice. 17

18 Top Ten Business Etiquette Behaviors 1. Be on time. 2. Simple courtesies matter. 3. Attend to your image. 4. Don t use technology to avoid communicating in person. 5. Recover from mistakes. 6. Be prepared. 7. Focus on social skills. 8. Three goals for relationship success. 18

19 Three Goals for Relationship Success 1. Think before acting. 2. Make choices that build relationships. 3. Do it sincerely. 19

20 Top Ten Business Etiquette Behaviors 1. Be on time. 2. Simple courtesies matter. 3. Attend to your image. 4. Don t use technology to avoid communicating in person. 5. Recover from mistakes. 6. Be prepared. 7. Focus on social skills. 8. Three goals for relationship success. 9. Be a 24/7 Professional. 20

21 The 24/7 Professional What would you do? On the way to work, a person cuts you off. You swear and make a rude gesture which the other driver sees. Later, as you walk in, your new boss comes out to greet you and you both realize you recognize each other. 21

22 The 24/7 Professional 1. Know actions outside work affect you. 2. Know purely social situations can become business situations instantly. 3. Maintain the highest level of professional conduct at offsite business venues. 22

23 Top Ten Business Etiquette Behaviors 1. Be on time. 2. Simple courtesies matter. 3. Attend to your image. 4. Don t use technology to avoid communicating in person. 5. Recover from mistakes. 6. Be prepared. 7. Focus on social skills. 8. Three goals for relationship success. 9. Be a 24/7 Professional. 10. Embrace and use the principles of etiquette. 23

24 Etiquette In Action The Principles of Etiquette Think Before Acting Make Choices That Build Relationships Do It Sincerely Consideration Thinking, empathy Respect Choosing to act in a way that builds rather than tears down Honesty Acting sincerely, being truthful 24

25 Thank You Institute 444 South Union Street Burlington, VT

Successful Job Interview Techniques

Successful Job Interview Techniques Professionally You Professionally You Successful Job Interview techniques Successful Job Interview Techniques Family Economics & Financial Education April 2008 Values, Needs vs. Wants & Goal Setting Unit

More information

Living Our Values. VALUES: Teamwork, Integrity, Diversity, Excellence, Safety. The sick never inconvenience the well. ~ Eugene Stead, MD

Living Our Values. VALUES: Teamwork, Integrity, Diversity, Excellence, Safety. The sick never inconvenience the well. ~ Eugene Stead, MD Living Our Values Caring for Our Patients, Their Loved Ones and Each Other VALUES: Teamwork, Integrity, Diversity, Excellence, Safety Duke University Health System Patient Experience Oversight Team 2012

More information

What do you need to know in the workplace?

What do you need to know in the workplace? What do you need to know in the workplace? Your internship may be the first time you ve worked in a professional setting. People will expect you to act as a professional. The rules are different among

More information

Why Be Aware of Professional Presence?

Why Be Aware of Professional Presence? Professional Presence: Managing Non-verbal Communications Topeka IIA Topeka, KS November 18, 2010 Lael Holloway, Director Risk Advisory Services Kansas City, MO Why Be Aware of Professional Presence? According

More information

Why is service important?

Why is service important? Spring Conference April 30, 2009 through May 1, 2009 CUSTOMER SERVICE Marta De La Torre, RHIA, CHP, CHE Service Line Leader, Revenue Cycle Local Integrity & Privacy Officer Saint Agnes Medical Center Marta.delatorre@samc.com

More information

CUSTOMER SERVICE Maine Woods Tourism Training Initiative

CUSTOMER SERVICE Maine Woods Tourism Training Initiative Press F-11 for full screen CUSTOMER SERVICE Maine Woods Tourism Training Initiative WHAT IS CUSTOMER SERVICE? Business Perspective Customer Service is a function of how well an organization meets the needs

More information

Office Etiquette and Professionalism. Working to support our military veterans in cooperation with Accenture

Office Etiquette and Professionalism. Working to support our military veterans in cooperation with Accenture Office Etiquette and Professionalism Working to support our military veterans in cooperation with Accenture Published May 19, 2014 Workplace code of conduct A code of conduct outlines the mission and values

More information

Workplace Culture. A guide for newcomers to British Columbia

Workplace Culture. A guide for newcomers to British Columbia Contents 1. The Canadian Workplace... 2 2. Body Language... 3 3. Communication Basics... 4 4. Fitting In and Keeping Your Job... 6 5. Not All Companies are the Same... 7 6. Legal Aspects... 8 7. Additional

More information

BSM Connection elearning Course

BSM Connection elearning Course BSM Connection elearning Course Telephone Skills Training 2006, BSM Consulting All Rights Reserved. Table of Contents OVERVIEW... 1 FIRST IMPRESSIONS... 1 TELEPHONE COMMUNICATION TECHNIQUES... 1 VOICE

More information

Professional Etiquette

Professional Etiquette Professional Etiquette Etiquette is the fine art of behaving in front of others. It is more than just which fork you should use or how to act in certain situations; etiquette is about acting appropriately

More information

Business Etiquette Fall 2007

Business Etiquette Fall 2007 Business Etiquette Fall 2007 Our Services Career counselling and planning Résumé and cover letter review Company presentations/info sessions/on-campus recruitment Interview preparation (incl. case & finance)

More information

Exercise: Effective Customer Care and Communication for Call Center Agents

Exercise: Effective Customer Care and Communication for Call Center Agents Exercise: Effective Customer Care and Communication for Call Center Agents Introduction and Learning Objective: In this exercise participants will practice communication and customer services skills required

More information

BUSINESS ETIQUETTE. Presented by Dr. Amelia F. Zwecher. Azwecher@gmail.com

BUSINESS ETIQUETTE. Presented by Dr. Amelia F. Zwecher. Azwecher@gmail.com BUSINESS ETIQUETTE Presented by Dr. Amelia F. Zwecher Azwecher@gmail.com 1 WORKSHOP DESCRIPTION Etiquette is a set of unwritten rules that apply to social situations, professional workplaces and relationships.

More information

Phone Etiquette Reference Guide Copyright 2006 Bonney Staffing. All rights reserved

Phone Etiquette Reference Guide Copyright 2006 Bonney Staffing. All rights reserved Compliments of Phone Etiquette Reference Guide Copyright 2006 Bonney Staffing. All rights reserved Introduction In today s world the telephone is one of the most important tools used to do business in

More information

Excellent Customer Service

Excellent Customer Service Tips for Providing Excellent Customer Service 1 GREAT SERVICE IS A CHOICE 2 Hire the Smile! Appearances Humor Eye Contact Smile Energy Manners Pride Train the Skills 3 EVERYONE CAN BE GREAT BECAUSE EVERYONE

More information

A Brief Beginner s Guide to Telepresence

A Brief Beginner s Guide to Telepresence A Brief Beginner s Guide to Telepresence I. What is Telepresence? Telepresence, or video conferencing, is when individuals or groups of people connect with each other via the internet. Telepresence is

More information

Commitment to Customer Care Providing a high quality patient experience

Commitment to Customer Care Providing a high quality patient experience Commitment to Customer Care Providing a high quality patient experience Commitment to Customer Care Our promise: At Sheffield Teaching Hospitals, all receptions will The Commitment to Customer Care Guide

More information

LaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES

LaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES LaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES 1 This Workshop Provides Strategies to: Deliver quality

More information

Customer Service Training 101, Second Edition By Renee Evenson

Customer Service Training 101, Second Edition By Renee Evenson Excerpt from: Customer Service Training 101, Second Edition By Renee Evenson Chapter One Taking Your First Steps: The Basics Always remember, the customer is the reason you have a job. What has happened

More information

TELEPHONE ETIQUETTE AND CUSTOMER SERVICE

TELEPHONE ETIQUETTE AND CUSTOMER SERVICE TELEPHONE ETIQUETTE AND CUSTOMER SERVICE Training Materials for BYU-Idaho Employees BYU-IDAHO HUMAN RESOURCES Kimball Building #240 Rexburg, Idaho (208) 496-1700 www.byui.edu/human-resources Last rev.:

More information

Providing Exceptional Customer Service

Providing Exceptional Customer Service Providing Exceptional Customer Service Rev July 2011 Department of General Services Bureau of Procurement Introduction Providing exceptional customer service will build the bond that keeps customers coming

More information

FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE

FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE Performance standards have been developed for all Fairfield Public Schools Technology Department team members to follow.

More information

Workplace Behavior and Professionalism: Keys for Job Success

Workplace Behavior and Professionalism: Keys for Job Success Faculty Workplace Behavior and Professionalism: Keys for Job Success Debra Nickolson Coordinator of Customer Relations Behavioral Health Systems Birmingham, Alabama Satellite Conference and Live Webcast

More information

A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE

A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE Chapter 2 Customer Service Skills for User Support Agents A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE Chapter Objectives The importance of communication

More information

Location: POD 60 Phone: (416) 979 5177 Email: career@ryerson.ca Hours: Mon Thu 8:30 am 6:30 pm/fri 8:30 am 4:30 pm

Location: POD 60 Phone: (416) 979 5177 Email: career@ryerson.ca Hours: Mon Thu 8:30 am 6:30 pm/fri 8:30 am 4:30 pm Location: POD 60 Phone: (416) 979 5177 Email: career@ryerson.ca Hours: Mon Thu 8:30 am 6:30 pm/fri 8:30 am 4:30 pm Career Development Workshops Get Ready Know yourself and what you want Discover Your Career

More information

Answering Calls For Your Department

Answering Calls For Your Department Phone Etiquette Objectives Answering Calls Tactful Responses Taking Messages Handling Rude Callers Making calls Ending Conversations Voicemail Etiquette Caller Complaints Answering Calls For Your Department

More information

Job Shadow What is a job shadow? Why is a job shadow important to me? How do I make a job shadow happen? What do I take to a job shadow?

Job Shadow What is a job shadow? Why is a job shadow important to me? How do I make a job shadow happen? What do I take to a job shadow? Job Shadow What is a job shadow? A job shadow is a learning experience that takes place at a business or your choice in your community and/or in surrounding communities. The experience is typically 2-4

More information

Business Etiquette. A WorkLife4You Guide

Business Etiquette. A WorkLife4You Guide A WorkLife4You Guide Business Etiquette Business etiquette is a practical and profitable social skill that plays an important role in career success, building better relationships and increasing professionalism.

More information

Powerful Phrases for Effective Customer Service

Powerful Phrases for Effective Customer Service Powerful Phrases for Effective Customer Service Over 700 Ready-to-Use Phrases and Scripts That Really Get Results Renée Evenson Excerpted from Powerful Phrases for Effective Customer Service: Over 700

More information

Business Etiquette. Training Manual CorporateTrainingMaterials.com

Business Etiquette. Training Manual CorporateTrainingMaterials.com Business Etiquette Training Manual CorporateTrainingMaterials.com TABLE OF CONTENTS Module One: Getting Started...5 Workshop Objectives... 6 Module Two: Understanding Etiquette...8 Etiquette Defined...

More information

!"#$%&##'()$*"&))& ''''+!,'-%)&./&0$1)&'+21.0

!#$%&##'()$*&))& ''''+!,'-%)&./&0$1)&'+21.0 INTERNATIONAL BUSINESS SKILLS COURSEWARE '!"#$%&##'()$*"&))& ''''+!,'-%)&./&0$1)&'+21.0!""#$%&'$%()*!++,"&-'&,.(,/(01+&.$++( 2#-"'&'&,.$#+ I hear and I Forget I see and I Remember I do and I Understand

More information

NURSING ADMISSIONS INTERVIEWS

NURSING ADMISSIONS INTERVIEWS Student Union Memorial Center, Suite 411 (520) 621-2588 www.career.arizona.edu NURSING ADMISSIONS INTERVIEWS How you present yourself during your nursing school admissions interview will influence your

More information

Communication & Telephone Etiquette. General Guidelines

Communication & Telephone Etiquette. General Guidelines Communication & Telephone Etiquette General Guidelines Linda Laham Service Excellence Manager Specialty Clinics December 2014 Outline Communication General Guidelines Telephone Etiquette General Guidelines

More information

For the job search, for the workplace, for the professional

For the job search, for the workplace, for the professional For the job search, for the workplace, for the professional What s it about? Electronic etiquette Networking etiquette Dining etiquette Professional attire Etiquette, sometimes called manners, protocol,

More information

Professional Telephone Courtesy Guide

Professional Telephone Courtesy Guide Professional Telephone Courtesy Guide Table of Contents Who are our Customers?... 2 Telephone Courtesy... 3 Answering the Telephone... 5 Placing a Caller on Hold... 6 Keeping Your Staff Well Informed...

More information

Lunch & Learn Series From. Impact Factory. www.impactfactoryutah.com (801) 581-0369. Impact Factory

Lunch & Learn Series From. Impact Factory. www.impactfactoryutah.com (801) 581-0369. Impact Factory Lunch & Learn Series From 1 It only takes 3 seconds a first impression can make or break a business relationship! People first evaluate your physical appearance but it is your body language, mannerisms

More information

Jonna L. Martin AdvanceMe Associates www.powerofimage.com

Jonna L. Martin AdvanceMe Associates www.powerofimage.com Business Etiquette tt for the Professional Jonna L. Martin www.powerofimage.com Why Professionalism Matters for Individuals id Positive feedback Personal reputation ti Enhances career More opportunities

More information

Advantages of the Phone Interview. Types of Telephone Interviews. What to Expect

Advantages of the Phone Interview. Types of Telephone Interviews. What to Expect The Telephone Interview Telephone interviews are used by companies to screen candidates and narrow the pool of applicants who will be invited for in-person interviews. They minimize expenses associated

More information

INTRODUCTION TO COMMUNICATION SKILLS *

INTRODUCTION TO COMMUNICATION SKILLS * Core Competencies: Communication Skills INTRODUCTION TO COMMUNICATION SKILLS * ABOUT THIS ACTIVITY Time: 70 minutes Objectives: By the end of this session, participants will be able to: Define verbal,

More information

Exceptional Customer Service Means

Exceptional Customer Service Means MISSION: VISION: Creating inspired lives by connecting people with information and ideas. Mandel Public Library of West Palm Beach reaches out to inspire, inform and create a delightful quality of life.

More information

INTERVIEW TECHNIQUES AND TIPS

INTERVIEW TECHNIQUES AND TIPS INTERVIEW TECHNIQUES AND TIPS PRE-INTERVIEW Research! Research! Research! Gather information about the organization. Confirm the time, date, and location of the interview. Know the name(s) of the interviewer(s).

More information

Interviewing Tips for Apprenticeship Programs

Interviewing Tips for Apprenticeship Programs Interviewing Tips for Apprenticeship Programs It may seem hard to believe that your 5 to 10 minute interview will, in some cases, receive the same weight in the selection process as the test you have taken

More information

WOW Factor and Guest Experience!

WOW Factor and Guest Experience! WOW Factor and Guest Experience! 12 TH ANNUAL GREY-BRUCE REGIONAL TOURISM CONFERENCE OCTOBER 26, 2011 PRESENTED BY: THERESA SYER Congratulations on your interest in Creating the WOW Factor and enhancing

More information

Responding to Behavioral-based interview questions. How to interview well when they are asking Behavioral-based interview questions

Responding to Behavioral-based interview questions. How to interview well when they are asking Behavioral-based interview questions Responding to Behavioral-based interview questions How to interview well when they are asking Behavioral-based interview questions Theory: Past performance is the best predictor of future performance Employer

More information

Explore. Engage. Experience A World of Opportunities CAREER SERVICES

Explore. Engage. Experience A World of Opportunities CAREER SERVICES Explore. Engage. Experience A World of Opportunities CAREER SERVICES OVERVIEW Career Services Overview Trends in the Social Work Field Resume Assistance Professional Dress Advice Interview Tips PROGRAMS

More information

Counseling Center Informational Interviewing INFORMATION INTERVIEWING WHAT IS AN INFORMATIONAL INTERVIEW?

Counseling Center Informational Interviewing INFORMATION INTERVIEWING WHAT IS AN INFORMATIONAL INTERVIEW? Counseling Center Informational Interviewing INFORMATION INTERVIEWING WHAT IS AN INFORMATIONAL INTERVIEW? An informational interview is a conversation between a person (like you) who is interested in a

More information

Telephone Etiquette/Telephone Interviewing and Listening Skills

Telephone Etiquette/Telephone Interviewing and Listening Skills Department of Public Social Services Telephone Etiquette/Telephone Interviewing and Listening Skills Marsha Bryant-Hurt, Director Human Resources Division DPSS Academy Table of Contents Introduction of

More information

Customer Service Manual

Customer Service Manual Customer Service Manual Produced: June 26, 2013 CUSTOMER SERVICE MANUAL Our goal is to give our patrons a positive and inviting image of our organization. Having professional, knowledgeable and positive

More information

VoIP Conferencing Best Practices. Ultimate Guide for Hosting VoIP Conferences. A detailed guide on best practices for VoIP conferences:

VoIP Conferencing Best Practices. Ultimate Guide for Hosting VoIP Conferences. A detailed guide on best practices for VoIP conferences: VoIP Conferencing Best Practices Ultimate Guide for Hosting VoIP Conferences A detailed guide on best practices for VoIP conferences: 1. Setting Up Your Hardware 2. VoIP Conference Software and Its Settings

More information

Interview Information From ediscover Career Planning Program How do I prepare for an interview?

Interview Information From ediscover Career Planning Program How do I prepare for an interview? Interview Information From ediscover Career Planning Program How do I prepare for an interview? The job interview is an opportunity to convince an employer that you have the skills and qualities needed

More information

afraid aggravated anxious confident scared secure stressed

afraid aggravated anxious confident scared secure stressed LEVEL 1.5-2.0 BUSINESS ENGLISH PHONE MESSAGES 05 LEAVING A MESSAGE 02 IN CONTEXT 8-10 min Match the pictures with the adjectives How do you feel when you need to leave a message in English to your foreign

More information

Network to Work Meeting Resource Materials September 2015

Network to Work Meeting Resource Materials September 2015 Network to Work Meeting Resource Materials September 2015 The way you present yourself at work has an impact on your co-workers and your work environment. Workplace etiquette refers to the kinds of social

More information

Professionalism in Nursing: From Crudeness and Rudeness to Bringing Back Civility. Ramonda Housh, APN, MNSc, C-PNP

Professionalism in Nursing: From Crudeness and Rudeness to Bringing Back Civility. Ramonda Housh, APN, MNSc, C-PNP Professionalism in Nursing: From Crudeness and Rudeness to Bringing Back Civility Ramonda Housh, APN, MNSc, C-PNP Objective Nurses attending this conference will understand the importance professionalism

More information

OHIO EXPOSITIONS COMMISSION CUSTOMER SERVICE GUIDELINES

OHIO EXPOSITIONS COMMISSION CUSTOMER SERVICE GUIDELINES OHIO EXPOSITIONS COMMISSION CUSTOMER SERVICE GUIDELINES The Ohio Expositions Commission (OEC) is committed to providing the best possible service to customers both internal and external. In support of

More information

TOP 10 SECURITY GUARD INTERVIEW TIPS

TOP 10 SECURITY GUARD INTERVIEW TIPS TOP 10 SECURITY GUARD INTERVIEW TIPS http://securityguardtraininghq.com SecurityGuardTrainingHeadQuarters 2 Introduction LEGAL NOTICE The Publisher has strived to be as accurate and complete as possible

More information

Effective Interviewing Skills. The Key to Maximizing Your Job Interview

Effective Interviewing Skills. The Key to Maximizing Your Job Interview Effective Interviewing Skills The Key to Maximizing Your Job Interview Workshop Outcomes Knowledge of: Types of interviews Interview preparation steps and tips Stages of an interview Common and illegal

More information

PREPARING FOR A CAREER AS A PUBLIC SAFETY DISPATCHER

PREPARING FOR A CAREER AS A PUBLIC SAFETY DISPATCHER PREPARING FOR A CAREER AS A PUBLIC SAFETY DISPATCHER Preparing for a job interview with a public safety agency rarely lasts longer than an hour, but its consequences can last for many years. In order for

More information

Top 10 Tips for Work Readiness

Top 10 Tips for Work Readiness Top 10 Tips for Work Readiness Simple, Practical, Easy-to-Use, Reproducible For Free Lesson Downloads, visit www.careersolutionspublishing.com Each CD Covers an Essential Work Readiness Topic 10 lessons

More information

Lesson One: Introduction to Customer Service

Lesson One: Introduction to Customer Service Student s Name: Date: / / Lesson One: Introduction to Customer Service 1. Customer service is a relatively complex puzzle. While engaging customers, we are attempting to offer services in a manner that

More information

Dr. Dana T. Bedden, Superintendent August 3-4, 2015

Dr. Dana T. Bedden, Superintendent August 3-4, 2015 Dr. Dana T. Bedden, Superintendent August 3-4, 2015 WELCOME TO RICHMOND PUBLIC SCHOOLS I am excited to have you on our team and want you to be proud to serve the students, faculty, staff, parents and community

More information

101 Characteristics of Americans/American Culture

101 Characteristics of Americans/American Culture 101 Characteristics of Americans/American Culture To help you compare and contrast what you observe of American culture and your own, mark the similarities and differences between your culture and what

More information

Module B: Communication Verbal and Nonverbal

Module B: Communication Verbal and Nonverbal Module B: Communication: Verbal and Nonverbal California WIC Training Manual 6/1/2010 Task I/Module B Page i TABLE OF CONTENTS OVERVIEW.... 1 Good Communication.. 2 How We Communicate...... 3 Non-Verbal

More information

There are some easy steps that you can take that will increase your chances of success at interviews.

There are some easy steps that you can take that will increase your chances of success at interviews. Interview Skills There are some easy steps that you can take that will increase your chances of success at interviews. First, remember that job interviews should be a process of two-way communication.

More information

INTERVIEW TIPS. 1. Know the exact place and time for the interview, the interviewer's full name, correct pronunciation, and title.

INTERVIEW TIPS. 1. Know the exact place and time for the interview, the interviewer's full name, correct pronunciation, and title. PREPARATION FOR THE INTERVIEW: INTERVIEW TIPS Preparation is the first essential step toward a successful interview. Company interviewers are continually amazed at the number of applicants who drift into

More information

The goal you want to accomplish during a telephone interview is to receive an invitation for an on-site interview.

The goal you want to accomplish during a telephone interview is to receive an invitation for an on-site interview. Telephone Interviewing Tips The goal you want to accomplish during a telephone interview is to receive an invitation for an on-site interview. Conduct your telephone interview in an area where you can

More information

BUSINESS ETIQUETTE QUIZ

BUSINESS ETIQUETTE QUIZ BUSINESS ETIQUETTE QUIZ 1. What is one of the problems in business today that result from poor listening skills? a. Broken relationships b. Short term memory c. All of the above 2. You re attending a conference

More information

Today s Professional Teller

Today s Professional Teller As the face of the credit union, you must keep in mind the needs of the members at all times. The United States is facing a crisis of confidence in all financial institutions. As a credit union employee

More information

Law Offices of. 2249 Derby Road (at Sunrise Highway) Baldwin, New York 11510 Telephone (516) 223-5500 Fax (516) 223-5505 www.nelsonlaw.

Law Offices of. 2249 Derby Road (at Sunrise Highway) Baldwin, New York 11510 Telephone (516) 223-5500 Fax (516) 223-5505 www.nelsonlaw. ROBERT N. NELSON KIMBERLY I. NELSON ADMITTED IN NY, NJ SHANA L. CURTI MATTHEW R. DROST Law Offices of ROBERT N. NELSON 2249 Derby Road (at Sunrise Highway) Baldwin, New York 11510 Telephone (516) 223-5500

More information

National Association of Educational Office Professionals 1841 South Eisenhower Court Wichita KS 67209 www.naeop.org

National Association of Educational Office Professionals 1841 South Eisenhower Court Wichita KS 67209 www.naeop.org Public Relations for the Educational Office Professional National Association of Educational Office Professionals 1841 South Eisenhower Court Wichita KS 67209 www.naeop.org Preface This publication is

More information

Online Meeting Best Practices. How to Host Successful Online Meetings. A detailed guide on the three online meeting stages:

Online Meeting Best Practices. How to Host Successful Online Meetings. A detailed guide on the three online meeting stages: Online Meeting Best Practices How to Host Successful Online Meetings A detailed guide on the three online meeting stages: 1. Pre-Meeting Actions - Preparation 2. The Online Meeting - Execution 3. Post-Meeting

More information

Using Proper Etiquette

Using Proper Etiquette Presented by: Rick Smith, CWDP, GCDF Created January 7 th, 2011 Objectives 1.To recognize the importance of proper etiquette as it relates to interviewing and business situations. 2. To understand the

More information

A. Be timely. Arrive to work and meetings on time. Complete work assignments on time.

A. Be timely. Arrive to work and meetings on time. Complete work assignments on time. BUSINESS ETIQUETTE GUIDE What is Etiquette? Webster defines it as "the forms, manners, and ceremonies established by convention as acceptable or required in social relations, in a profession, or in official

More information

INTERVIEW TIPS PREPARING FOR INTERVIEWS

INTERVIEW TIPS PREPARING FOR INTERVIEWS INTERVIEW TIPS PREPARING FOR INTERVIEWS These pre-interview essentials could make the difference between your next career step or a career full stop! Make sure you know the exact address and time of the

More information

Guidance on how to apply successfully for a teaching post

Guidance on how to apply successfully for a teaching post Guidance on how to apply successfully for a teaching post Introduction Applying for a job takes time and concentration. You need to give yourself enough time to think clearly and be well organised so that

More information

Advanced Interviewing. Beyond the Basics!

Advanced Interviewing. Beyond the Basics! Advanced Interviewing Beyond the Basics! 3 Main Reasons Why An Interview Goes Wrong You can t articulate yourself ad communicate why you are the perfect person for the job Your unprepared so you can t

More information

Job Interview Overview

Job Interview Overview Job Interview Overview Interviewers expect a candidate for employment to be able to review their work history in detail. Be prepared to tell the interviewer the names of the companies you worked for, your

More information

The Lost Art of Business Etiquette

The Lost Art of Business Etiquette The Lost Art of Business Etiquette Pamela Eyring President www.psow.edu 803-407-4177 Overview First Impressions Eye Contact & Body Language Today s Handshake Smooth Entrances and Polished Exits Business

More information

Develop your Job Interview Skills

Develop your Job Interview Skills Develop your Job Interview Skills Inside You Will Find: Tips for preparing for a job interview How to answer behavioural interview questions Sample interview questions Tips and hints for job interview

More information

Basic business. telephone etiquette. Using good telephone etiquette. Unit. A. Be polite. B. Respect other people's time

Basic business. telephone etiquette. Using good telephone etiquette. Unit. A. Be polite. B. Respect other people's time Unit 01 Using good telephone etiquette A. Be polite Basic business telephone etiquette Key words and phrases a bad time a good time check in on free interrupt on hold voice mail voice mail messages Use

More information

Etiquette Recognition of Rank or Position Gender Neutral Etiquette Telephone E-mail Cubicle Manners Business Cards, Appearance

Etiquette Recognition of Rank or Position Gender Neutral Etiquette Telephone E-mail Cubicle Manners Business Cards, Appearance OFFICE ETIQUETTE The definition of Etiquette is the conduct or procedure prescribed by authority to be observed in social and office environments. An organization s ability to accomplish its mission is

More information

Module G: Lesson Plan 21: Job Search. Topic: Preparing for a Successful Job Interview

Module G: Lesson Plan 21: Job Search. Topic: Preparing for a Successful Job Interview Module G: Lesson Plan 21: Job Search Topic: Preparing for a Successful Job Interview Standard(s): Students will: 2.0 Develop skills to locate, evaluate, and interpret career information. 4.0 Demonstrate

More information

Reversing OutMigration Michelle Rathman Batschke Impact! Communications

Reversing OutMigration Michelle Rathman Batschke Impact! Communications Energy, Momentum, Motion Changing Community Perception Strategies for Reversing Outmigration Copyright 2012 by, Inc No part of this presentation can be reproduced or distributed without written consent.

More information

Customer Service. Training Manual Corporate Training Materials

Customer Service. Training Manual Corporate Training Materials Customer Service Training Manual Corporate Training Materials TABLE OF CONTENTS Module One: Getting Started...4 Pre-Assignment Review... 4 Workshop Objectives... 5 Module Two: Who We Are and What We Do...6

More information

How to Create a Great First Impression

How to Create a Great First Impression How to Create a Great First Impression by Lenny Laskowski 1998 LJL Seminars http://www.ljlseminars.com CLICK HERE for our BRAND NEW Public Speaking Audio CD Special! They say you can't judge a book by

More information

How to Use KeyTrain Career Skills

How to Use KeyTrain Career Skills How to Use KeyTrain Career Skills To View Career Skills Lessons from an Instructor Account Instructors can access the Career Skills lessons directly from the KeyTrain Instructor Menu. To view the lessons

More information

Presented by: Heather J. Donnelly HDI Certified Instructor. Telephone Skills

Presented by: Heather J. Donnelly HDI Certified Instructor. Telephone Skills Presented by: Heather J. Donnelly HDI Certified Instructor Telephone Skills Objectives Recall the key principles for dealing with an irate caller Apply specific techniques effective in providing excellent

More information

Admission Requirements for Dental Assistant Program

Admission Requirements for Dental Assistant Program Dental Assisting 604 Barnette St. Fairbanks, Alaska 99701 907.455.2805 PH 907.455.2865 FAX www.ctc.uaf.edu Admission Requirements for Dental Assistant Program 1. Be admitted to University of Alaska Fairbanks

More information

CHAPTER 9. TELEPHONE ETIQUETTE

CHAPTER 9. TELEPHONE ETIQUETTE CHAPTER 9. TELEPHONE ETIQUETTE Placing a Telephone Call. Unless you are making calls to good friends who automatically recognize your voice, ask, Is Pat there? and immediately identify yourself: This is

More information

APPLYING FOR JOBS: YOUR GUIDE

APPLYING FOR JOBS: YOUR GUIDE APPLYING FOR JOBS: YOUR GUIDE CONTENTS 1.0 INTRODUCTION 1.1. Introduction 2 2.0. APPLYING FOR JOBS 2.1 Application forms. 3 2.2 CV. 5 2.3 Cover letter. 6 2.4 Hints and tips. 7 3.0 INTERVIEWS 3.1 Before

More information

Preparation is the key to solid performance in any interview. The time and energy you spend preparing will allow you to approach the interview with

Preparation is the key to solid performance in any interview. The time and energy you spend preparing will allow you to approach the interview with Preparation is the key to solid performance in any interview. The time and energy you spend preparing will allow you to approach the interview with confidence. At That s Good HR, we take our responsibility

More information

WELCOME Cameron University Student Employee Online Orientation

WELCOME Cameron University Student Employee Online Orientation CAMERON UNIVERSITY WELCOME Cameron University Student Employee Online Orientation 0 My name is Debbie Kightlinger and I am the Student Employment Coordinator. If you have any questions or issues while

More information

Lowell Police Department

Lowell Police Department Lowell Police Department Standard Operating Procedures for Volunteers Table of Contents Confidentiality 1 Dress Code 2 Evaluation 3 Gaining Access to Work Site 4 Protection of Department Assets 5 Public

More information

They Didn t Teach You This in Nursing School: Leadership 101

They Didn t Teach You This in Nursing School: Leadership 101 They Didn t Teach You This in Nursing School: Leadership 101 Andrea Andi Manning, BS, RN, COS-C JUNE 10, 2015 ANCHORAGE, ALASKA Picture Yourself As A Leader If your actions inspire others to dream more,

More information

How to Make Job Expos/Career Fairs Work For You

How to Make Job Expos/Career Fairs Work For You How to Make Job Expos/Career Fairs Work For You SUNY Potsdam Career Planning, Sisson Hall Phone: 315-267-2344 Fax: 315-267-2342 career@potsdam.edu www.potsdam.edu/offices/career THIS GUIDE CONTAINS INFORMATION

More information

Work Ethics. Student Overview

Work Ethics. Student Overview Work Ethics Student Overview STUDENT WORK ETHICS PERFORMANCE STANDARDS The mission of Work Ethics training is to provide the necessary skills for you to be successful employees in your chosen career. To

More information

Tips for Interview Success

Tips for Interview Success Tips for Interview Success DO: Provide a firm handshake to all interviewers Make eye contact with everyone in the room when speaking Smile! Speak clearly and avoid saying things like, uh and like Dress

More information

INTERVIEWING SKILLS. OBJECTIVE: Upon successful completion, students will be able to successfully participate in a mock interview.

INTERVIEWING SKILLS. OBJECTIVE: Upon successful completion, students will be able to successfully participate in a mock interview. INTERVIEWING SKILLS OBJECTIVE: Upon successful completion, students will be able to successfully participate in a mock interview. CAREER PREPARATION LEARNING RESULTS MET OR PARTIALLY MET: B.2. Demonstrates

More information

Effective Working Relationships

Effective Working Relationships 1 Effective Working Relationships 2 CREATE AND MAINTAIN EFFECTIVE WORKING RELATIONSHIPS We all work with others in our daily working life to produce the products and services that we provide to our customers.

More information

Working in a Customer Service Culture

Working in a Customer Service Culture Working in a Customer Service Culture Customer service skills course designed for participants in the Senior Community Service Employment Program. You can find the student guide to this course located

More information

10 Reasons Why Yammer is an Effective Onboarding Tool

10 Reasons Why Yammer is an Effective Onboarding Tool 10 Reasons Why Yammer is an Effective Onboarding Tool 71% Employees are not fully engaged at work 50% Stay in a job less than 6 months 80% Turnover is a direct result of hiring mistakes Every company

More information