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1/10/2010
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Building Successful Relationships
© 2009 The Emily Post Institute, Inc. 1
A Business Etiquette Seminar
DATE
RelationshipsBruno
© 2009 The Emily Post Institute, Inc. 2
It’s not just if you decide to do it, it’s HOW you decide to do it
that matters.
AP/IPSOS Manners Poll
Are Americans ruder today than 20 or 30 years ago?
69%
On a frequent/occasional 89%
© 2009 The Emily Post Institute, Inc. 3
basis, do you encounter people using their cell phone rudely?
Have you used your cell phone in a loud or annoying manner in the past few months?
8%
Today’s Goals
Think Before Acting
Make Choices That
© 2009 The Emily Post Institute, Inc. 4
Build Relationships
Do It Sincerely
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Etiquette Quiz
It’s finally happened. You’re invited out for drinks after work with your client. You’re worried about making the right impression, and scuttlebutt is your client can hold his liquor. You would:1
© 2009 The Emily Post Institute, Inc. 5
1. Match your client drink for drink.
2. Have a non-alcoholic drink every other round.
3. Slip the bartender $10, and have him mix very weak drinks for you.
4. Have a drink and then switch to non-alcoholic beverages (or don’t drink at all).
Why Business Etiquette?
© 2009 The Emily Post Institute, Inc. 6
UNC Study
1,400 persons were interviewed.775 persons had an uncivil act committed against them:
Lost work time avoiding instigatorLost work time worrying
28%53%
© 2009 The Emily Post Institute, Inc. 7
y gDecreased work effortActually left their job
InstigatorMore than three times as likely to be a person of higher status.Likely to be a worker with valued talent.
22%12%
UNC Study: The Result
Lost productivityLost profitsPoorer retention
© 2009 The Emily Post Institute, Inc. 8
More difficulty in recruiting
….all from behaviors that can be prevented.
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Gallup Poll: Why Do People Leave Companies?
People join companies; they leave managers.
© 2009 The Emily Post Institute, Inc. 9
Benefits of great managersMore profitable (44% higher)
More productive (50% higher)
Greater customer loyalty (50% higher)
What Etiquette OffenseGets You Fired?
69.7% of executives said they would fire an employee for bad office manners.
The top three reasons managers have fired employees for bad office manners:
© 2009 The Emily Post Institute, Inc. 10
Bad language
Excessive workplace gossip
Drinking on the job
Source: The Ladders.com survey of executives earning $100K+
What Does
“Etiquette”
© 2009 The Emily Post Institute, Inc. 11
t quetteMean To You?
Etiquette = Manners +Principles
Manners smooth the way to build better relationships by telling us:
what to do.what to expect others to do.
© 2009 The Emily Post Institute, Inc. 12
Principles help us:figure out how to interact when there is no manner.resolve relationship situations.
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The Principles of Etiquette
Think Before Acting
Consideration
Respect
Etiquette in Action
Make Choices
Thinking, empathy
© 2009 The Emily Post Institute, Inc. 13
Respect
Honesty
Make Choices That Build Relationships
Do It Sincerely
Choosing to act in a way that builds rather than tears down
Acting sincerely, being truthful
Staff Training
© 2009 The Emily Post Institute, Inc. 14
Etiquette for Training Staff
I’ve held training programs for my staff but nothing seems to stick. I’m getting really frustrated, What’s the problem?
© 2009 The Emily Post Institute, Inc. 15
Etiquette for Training Staff
The “why” matters.Lead by example.Set reasonable expectations.Be consistent
© 2009 The Emily Post Institute, Inc. 16
Be consistent.Don’t set consequences you’re not willing to enforce.
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Client Interactions
© 2009 The Emily Post Institute, Inc. 17
Etiquette For Meeting With Clients
I run a limousine service, not an etiquette school. Do I need to know all the rules of table manners and etiquette?
© 2009 The Emily Post Institute, Inc. 18
Do they really matter?
Setting The Tone For Success!
If people focus negatively on your appearance actions or words
© 2009 The Emily Post Institute, Inc. 19
appearance, actions or words, then your image needs polishing.
Appearance Counts
NeatNot torn or sloppyNot wrinkled
Clean
© 2009 The Emily Post Institute, Inc. 20
C eaWashed, no odorNo stains
Your personNo body odorNo bad breathWell groomed
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Actions
Body Language
Posture
© 2009 The Emily Post Institute, Inc. 21
Eye contact
Nervous habits
Gum chewing
Your Voice Is Your Image
Tone
QUALITY OF VOICE MATTERS:
Laughter
© 2009 The Emily Post Institute, Inc. 22
ToneSpeedInflection
LaughterAccentPronunciation
The good communicator is a good listener.
Business Social EtiquetteThat Really Matters
Learn the art of small talk.Don’t chew with your mouth open or talk with your mouth full of food.Dress appropriately.
© 2009 The Emily Post Institute, Inc. 23
Dress appropriately.Voice matters.Be prepared.Be a good listener.Thank them twice.
Sales Call Etiquette
© 2009 The Emily Post Institute, Inc. 24
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Etiquette For Meeting With Clients
I had an appointment set for 11:00AM with a prospect. I arrived at 11:05AM. I can understand if I was twenty-five minutes late why I
© 2009 The Emily Post Institute, Inc. 25
wouldn’t get the business. But they told me I was out of the running because I was five minutes late. Is this fair?
Be On Time
Introduction Exercise
Find a partner near you.
One partner stands and moves a few steps away. The other remains seated.
The standing partner goes to the seated
© 2009 The Emily Post Institute, Inc. 26
The standing partner goes to the seated partner and introduces him/herself.
Both note what the other does well and does poorly.
Identify the 4 parts of an introduction.
Shaking Hands
Introductions matter. 4 steps:Stand up.Look them in the eye and smile.
© 2009 The Emily Post Institute, Inc. 27
yFirm grip. Say your name and repeat their name.
Confidence is key.
What if…?
As you arrive for a new client meeting, you hear a loud sneeze and a nose being blown. A few moments later the client comes out, tosses a tissue into a wastebasket and then extends his
© 2009 The Emily Post Institute, Inc. 28
hand to greet you. You would…?
1.Refuse to shake hands2.Lie3.Shake hands
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Sales Meeting Top Seven
1. Be prepared2. Notify the client of any change required
in your plans ASAP3. Be punctual4 Have business cards ready
© 2009 The Emily Post Institute, Inc. 29
4. Have business cards ready5. Turn off cell/smart phone6. During the meeting
Keep a positive attitude, eye contact, poker face.
7. Follow-upThank you within 24 hoursAdditional requested info ASAP
The Positive Work Environment Starts
© 2009 The Emily Post Institute, Inc. 30
Environment StartsWith You.
What Can You Do?
Enforce standards in your places of work: ethics, dress, language, gossip.
Educate your workforce that the “How” and “Perspective” matter.
Learn how to use etiquette to build a
© 2009 The Emily Post Institute, Inc. 31
Learn how to use etiquette to build a positive work environment.
First impressions matter.
Communicate positively and carefully.
Lead by example. Embrace the goals to Think Before You Act and to Make Choices That Build Relationships.
Thank You
© 2009 The Emily Post Institute, Inc. 32
Peter PostThe Emily Post Institute
www.emilypost.com
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