The Top Ten Etiquette Tips for Building Business Relationships Peter Post June 29, 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