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1 Winning in Business: Business Etiquette (The Sequel) May 2013 Conference Cocoa Beach, FL Facilitated By: Mari Yentzer Rains UCF Florida Institute of Government WORKSHOP OBJECTIVES: Discover The New Professionalism Learn How to Properly Introduce People Learn 10 Safe Conversation Starters Determine Dining Do s & Don ts Compare Etiquette & Professional Dress UCF Institute of Government Mari Rains Pg. 1 of 8

2 Introductions & How to Address People A. Wear your name badge on your RIGHT shoulder so when you shake hands with someone, it is clearly visible B. Introduce the most important person first, using their name first. Mr. Big Client, let me introduce you to my director, Jane Doe City Manager, let me introduce our citizen, Mr. Juan Cortes Coworker, let me introduce you to our new employee Ray Older person, let me introduce you to younger person C. Always use Dr. if applicable. Wait for the other person to instruct you to use their first name before you do so D. Use a firm handshake when greeting someone (male & female) Introduction Blunders What if you forget someone s name: Be honest and say something like, Please tell me your name again. (This happens to everyone.) What if your name is pronounced incorrectly: Gently correct your name while smiling & say It is hard to pronounce, you re not alone; it sounds like Mariah What if your manager forgets to introduce you: Casually introduce yourself: I m sorry, I don t think we ve met before, my name is (First & Last) 5 Tips for Remembering Names 1. Repeat the person s name a few times to yourself after you re introduced. 2. Create a mnemonic. Visualize someone else you know with that name (Mari is like Mariah Carey), a rhyme (Dale works in sales), or alliteration (Joann from Jacksonville). 3. Use the person s name immediately in the conversation after an introduction. 4. Immediately introduce that person to someone you know. 5. Write down the person s name. UCF Institute of Government Mari Rains Pg. 2 of 8

3 AVOID DISCUSSING: Conversation Starters Politics Religion Gossip Personal topics (finances, problems etc.) Anything negative Respect other s opinions, even if you don t share their views SAFE CONVERSATION STARTERS: 1. How are you enjoying this conference? 2. Did you try the shrimp? 3. What prompted you to join FRMA? 4. Where do you work? 5. What did you think of the last speaker? 6. What s the weather been like your way? 7. What s been the best session for you? 8. How do you know the host? 9. I really like your necklace! 10. Where did you grow up? Other Safe Topics: Weather News or Current Events Books Movies Music Sports Business Etiquette Pre-Assessment: A) True or False? 1. If you re at a banquet or group situation, you may begin eating as soon as you are served. 2. It is okay to accept seconds if they are offered. 3. Bread baskets get passed around the table to the left. 4. When introducing people, use the most important person s name first. 5. Do not attempt an introduction if you cannot remember names. 6. Men should stand for introductions and handshaking, but women should remain seated. 7. If you need to briefly leave the table, place your napkin on the table. 8. At the end of the meal, hand your plate to the wait staff. 9. It is acceptable to order dessert if no one else does. 10. Dessert that includes solids and creamy or liquid food may be eaten with the spoon in the left hand, and the fork in the right.???? UCF Institute of Government Mari Rains Pg. 3 of 8

4 BMW B) Label the Following: 1. Salad Fork 2. Dinner Fork 3. Bread & butter plate 4. Butter spreader 5. Napkin 6. Place Plate 7. Dessert Fork 8. Dessert Spoon 9. Dinner Knife 10. Salad Knife 11. Soup Spoon 12. Water Goblet 13. Wine Glass 14. Sherry Glass UCF Institute of Government Mari Rains Pg. 4 of 8

5 Dining Etiquette: Do s & Don ts General: Don t chew gum or smoke at the table Do keep elbows off the table Do keep polite conversation Do follow the lead of your host when eating Do use silverware from the outside-in BouLDeR -- Bread on your Left; Drinks on Right Before Meal: Do place napkin on your lap as soon as you are seated Don t wipe off the tableware if it is soiled - ask the server for a new one Don t wear an excessive amount of lipstick at the table- it looks unattractive on the rim of a glass or on the silver Dining Do s & Don ts DO S: 1. Do taste the food before seasoning 2. Do eat quietly 3. Do pass food platters from left to right (counter clockwise) 4. Do tear & butter bite-sized portions of bread/rolls as you eat them 5. Do pass salt and pepper as a set 6. Do wait for everyone at your table to be served before beginning to eat 7. Do remember to say please and thank you frequently 8. Do cut your food one or two pieces at a time 9. If you have some food in your mouth that you don t want to swallow: Move the food forward with your tongue onto your fork and place it back on the side of your plate. 10. Do wipe your fingers and your mouth frequently with your napkin - use the corner of the napkin and blot at your mouth 11. As you eat, leave your knife across your plate at the top. Once used, dining utensils should never again touch the table DON T: 1. Don t request seconds; accept them only if they are offered 2. Don t dunk your food 3. Don t ever put liquid into your mouth if it is already filled with food 4. Don t take large bites or chew with an open mouth 5. Don t clean your teeth or apply makeup at the table UCF Institute of Government Mari Rains Pg. 5 of 8

6 Parts of the Meal: Appetizer Course Only order an appetizer if your host does Soup Course Soup should be spooned gently into the mouth, using the side of the spoon Do not drink from the soup bowl Do not dunk bread into soup Salad Course (Europeans enjoy the salad course after the meat course as a palate cleanser) Use the appropriate salad knife and fork Cut salad into one or two bite-sized pieces at a time Meat/Fish Course Use the appropriate knife and fork Cut into one or two bite-sized pieces at a time Rest the knife and fork on the edge of the plate when not in use, with the knife blade turned toward the meal When applying lemon to a fish meal, squeeze the lemon with your right hand, using your left hand as an umbrella to protect dinner partner Dessert Course Use dessert spoon or dessert fork Only order if host orders dessert Coffee Course Coffee, hot tea, sparkling waters, and liqueurs Often served from a coffee table in an adjoining room If you do not want coffee, turn your cup over After the Meal Position the knife and fork in the position of 10:00 to 4:00 across your plate, with the knife blade facing inward toward the plate Don t push your plate nor hand it to the wait staff when you are finished UCF Institute of Government Mari Rains Pg. 6 of 8

7 Gender Etiquette 1. To avoid sexist stereotyping assume equal gender status 2. Whoever gets to the door first should hold it for the other person 3. Both men and women should rise to greet a guest whom you are meeting for the first time 4. Whoever invites a colleague or client to a business lunch pays for it After Hours Functions Although these events may be informal, your behavior will still be observed closely Avoid improper behavior such as drinking too much, inappropriate conversation, or anti-social conduct Eat before you go Find out in advance if dates are allowed & the dress code Brush up on introduction skills Turn cell phones & pagers off Extend yourself (network if appropriate) & remain standing as much as possible Express appreciation after the event to the host/hostess The New Professionalism Pre-Assessment: A) True or False? 1. It is acceptable to use emoticons in workplace You are conversing with your co-worker and enter an elevator that has other people on it. You should stop your conversation with your co-worker. 3. When in doubt if two people have met, it is best to (re) introduce them. 4. It is acceptable to walk into someone s office unannounced if you knock on the door, or say hello if it s open, and ask if it s a good time to talk. 5. It is disrespectful to take calls, text or check during a meeting. 6. It is acceptable to leave your phone on the table during a meal 'just in case. 7. It is acceptable to date someone at work. 8. If you go on a business trip/conference, it is acceptable to skip some meetings to spend time playing golf, shopping, or enjoying the beach. 9. If using headphones, it is acceptable to listen to music at the office. 10. You should accept a Facebook friend request from your coworker. 11. If you decline a Facebook friend request, you should tell that person why. 12. It is wise to create a LinkedIn profile to build your professional credibility. 13. Employees can be fired over Twitter posts ( Tweets ). 14. It s acceptable to multi-task (answer , surf the internet, etc.) while on a teleconference. 15. You represent your company 24/7. UCF Institute of Government Mari Rains Pg. 7 of 8

8 Etiquette & Professional Dress 6 Occasions for Wearing a Jacket - Source: Image Resource Group 1. When meeting a client for the first time. 2. When giving a presentation. In this situation a jacket says credibility and your audience-no matter if they are men or women- tends to pay more attention to a speaker wearing a jacket. 3. When attending important meetings; it is a matter of physical space. Even when attending meetings in organizations where business casual dress is accepted, if anyone in the meeting is wearing a jacket, keeping your jacket on will keep you at the same level. 4. When being interviewed (internal or external). 5. When you work in an office in which clients or guests drop in unannounced. 6. When you appear in court. Chances are that the key players-- the judge, attorneys and jurors--will be wearing jackets. What Not to Wear to Work in the Summer Every workplace is different and some are a lot more relaxed than others but don't be fooled into thinking that no one will judge your appearance. Be sure you're comfortable with the message your clothes are sending. For women in the workplace: 1. The more skin you show, the less influence you have. 2. Happily, unless you work for a conservative office that specifically calls for them, pantyhose and stockings can be left at home. Bare legs with a knee-length skirt are 21st century work appropriate. 3. Though Michelle Obama has made them work-chic, tank sleeves are still up for debate in many offices, and that goes double for spaghetti straps. 4. Also avoid: sheer fabrics, short skirts, shorts, Spandex, and bare midriffs/backs. 5. Ladies, sunglasses don't double as a headband when it comes to work, so put them away entirely when at the office. For men: 1. While some workplaces might be shorts-appropriate, in the majority of offices nothing says "I don't take my job seriously" more than wearing short. 2. When in doubt, khakis and polo shirts are the way to go. They are both professional and comfortable. Don't forget the belt! 3. Sandals are iffy for men. Be sure your feet look and smell appropriate for business if this kind of casual attire is allowed in your office culture. 4. For men, think twice before wearing loafers without socks. For both: 1. Although the thermometer may be soaring outside, most offices are kept extra cool to compensate. Keep a thin sweater or light weight jacket with you to ward off chills during your morning meeting. 2. Wrinkles can be harder to fight in the humid summer months, but neat and clean still counts. Wrinkled khakis and a stained or faded polo shirt are just as bad as gym shorts and a tee-shirt. 3. Sunglasses are a summer staple, but they are also outdoor wear. You should always be able to make eye contact with colleagues or clients when indoors, so take them off when entering a building. 4. Flip flops are distracting. They make noise and expose your feet. The weather might be sweltering hot, but do you really want your boss raising her eyebrows about your feet? 5. If people focus on your clothes for the wrong reason, you're wearing the wrong clothes. 6. While it's always acceptable to dress "above" your company's requirements, keep it to one notch up to avoid being incongruous with the rest of your colleagues. 7. No dress code? Ask for one. The more specific the dress code, the easier it is to figure out what to wear which will leave you with more time to gaze out the window and day dream about your summer vacation at the beach. As with all dress codes, casual dress can mean different things at different companies. One standard that helps define appropriateness is to ask yourself: "If I were to have an unexpected meeting with a client or the chief executive, could I go dressed in what I have on?" UCF Institute of Government Mari Rains Pg. 8 of 8

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