Gaining That Extra EdgeBusiness Etiquette:

Agenda8:30-8:45 Session One: Introduction and Course Overview

8:45-9:00 Icebreaker: Known and Unknown

9:00-9:15 Session Two: Fear of Embarrassment

9:15-9:45 Session Three: Test Your Business Etiquette

9:45-10:15 Session Four: The Handshake

10:15-10:30 Break

10:30-10:45 Session Five: Business Card Etiquette

10:45-11:00 Session Six: The Skill of Making Small Talk

11:00-11:30 Session Seven: Do You Remember Names?

11:30-11:45 Session Eight: Making that Great First Impression

11:45-12:00 Morning Wrap-Up

12:00-1:00 Lunch

1:00-1:15 Energizer: Think Fast!

1:15-2:15 Session Nine: Dress for Success

2:15-2:30 Break

2:30-3:15 Session Ten: Business Dining

3:15-4:15 Session Eleven: E-mail and Telephone Etiquette

4:15-4:30 Workshop Wrap-Up

Session One: Course Overview

• Become more skilled at networking, from making introductions to shaking hands and using business cards appropriately.

• Dress appropriately for every business occasion.

• Feel comfortable when dining in business or formal situations.

• Feel more confident of your business communication in every situation.

• Give you that extra edge that establishes trust and credibility.

Session Two: Fear of Embarrassment

• Fear of embarrassment from doing or saying the wrong thing is one of the most common sources of stress in a business or professional setting.

• What are some examples of your own dilemmas?

• What are some examples of times when business etiquette was missing?

Session Three: Test Your Business Etiquette

    

    

• The appropriate responses have been gleaned from many books on etiquette, particularly those listed in the bibliography at the end of the workbook, and validated whenever possible from personal observation.

• However, many of those answers must be open for discussion because even the etiquette books don’t always agree on what is right and proper.

Session Four: The Handshake     

    

• Degree of firmness• Dryness of hand• Depth of grip• Duration of grip• Eye contact • Have something to say

Session Five: Business Card Etiquette

    

    

• Don’t hand out your business card to everyone.• Make sure your business cards are clean and in

good condition.• When you receive a card, take a moment to look at

it. Make a positive comment.• After you’ve looked at the card, place it carefully in a

card case, or in a front pocket – not a back pocket. • Be careful about writing on people’s cards. • Don’t leave home without your cards. • If someone hands you a card that you don’t want,

don’t refuse to take it. • When your cards are damaged or out of date, print

new ones.

Session Six: The Skill of Making Small Talk

    

    

• Small talk helps us put others at ease and make them comfortable.

• Small talk breaks the ice and goes a long way toward furthering a relationship.

• Where do you find topics of conversation that you can bring up at the next party or office get-together?

• What are some ways you have successfully started conversations with people you didn’t know?

Session Seven: Do You Remember Names?

• Repeat the name after you’ve been introduced. Then use it again as soon as possible, to underline the name in your memory bank. Repetition helps.

• Look at the person as you say his/her name• If you are given a business card at some point in

the conversation, take time to look at the card and the person’s name. For visual learners, actually seeing the name helps keep it in your memory.

• If you have a journal, get in the habit of writing down the names of the people you meet at a function or during the day.

Session Eight: Making That Great First Impression     

    

Here are some things to keep in mind to make a positive impression:

• Confident posture• Eye contact• Minimal body movement• Clothes are clean, unrumpled, and stain-free• Shoes are clean and polished• Fingernails are clean (for women, no chipped polish)• Pleasant expression

The Rule of Twelve• The first twelve inches from shoulders up.• The first twelve steps a person takes.• The first twelve words a person speaks.

Session Eight: Making That Great First Impression

    

    

People determine seven things from your appearance.

•Income•Education Level•Social Position•Sophistication•Success•Moral Character•Trustworthiness

Session Nine: Dress for Success     

    

• Consider Your Work Environment • Strive for Consistency • Ask First, Dress Later • Dress to Impress

There are four main dress codes:• Corporate• Business• Business Casual• Business

Session Ten: Business Dining     

    

• When inviting a client to lunch, remember that the restaurant you select is subconsciously perceived as an extension of your office.

• When escorted to a table by a maitre d’, allow your guest(s) to walk behind the person.

• When finding a table on your own, take the lead.• Be sure to extend the "power" seat to your client.• Once everyone is seated, place your napkin on your lap. • When the server asks for your meal order before your

guests', it's the perfect time to say, "I'd like my guest(s) to order first."

• When reaching for the bread basket, salad dressing, etc., offer them to your guest(s) before using them yourself.

• Tip adequately.

Session Ten: Business Dining    

    

Session Eleven: Telephone Etiquette

• Identify yourself• Respect others' time • Ask rather than just place someone on

hold• After placing someone on hold and

returning to the line, say "Thanks for waiting" rather than "I'm back."

• When screening calls, do you ask, "Who's calling, please?" rather than, "Who is this?"

Session Eleven: Netiquette    

    

• Always respond to a real message. • Use the subject line as a newspaper headline,

to convey the content of your message. • For professional communicators, the use of

emoticons and acronyms like BTW (by the way) are too informal. Make your electronic messages easy to read and easy to view.

• Avoid overly long messages.• “Send to All” should be reserved for those work-

related messages that really should be sent to all.