568. B. Ph LAB 28. Professional Etiquette

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28.  Professional Etiquette

in the Workplace Presentation Transcript

 

2. Introductions Introduce… A younger person to an older person A non-official person to an official person In the professional world: the junior to the senior Explain who people are and use their full names Don’t assume people want to be called by their first name—wait until you are told to use a first name

3. Handshakes Make a V with your thumb and forefinger Extend your arm across your body Not too hard or weak Two pumps (approximately) Make a good first impression

4. Name Tags Should be worn on the right hand side of your front shoulder area If on a chord, should be in the upper middle of your chest Pay attention to people’s names on their nametag when meeting them and use their name once you have been introduced

5. Body Language First impressions are extremely important - your initial meeting forms a lasting impression Use good eye contact Smiling is an important non-verbal behavior - it shows interest and approachability Lean forward, look engaged in the conversation, don’t slouch Look and act interested

6. Business Attire: Professional Women: Conservative suit (dark colored) Conservative blouse Skirt (at least knee length) or pants Hosiery Conservative matching shoes Conservative minimal jewelry Light on the make- up Hair out of face Men: Conservative suit (dark colored) Matching conservative collared shirt Matching tie (basic) Dark Shoes Socks that match your suit Jewelry: watch only Clean cut: hair and face

7. Business Attire: Casual Nothing low cut, tight, or revealing No jeans, t-shirts, sweatshirts, etc. Use an iron! Find out the dress code of your organization Think conservative, but you can be more trendy than you can with business professional (usually)

8. Socializing VS. Gossiping in the Work Place Socializing: Friendly conversation Work related Small talk (appropriate topics) Anyone can hear it Usually encouraged in small amounts Helps with camaraderie among co-workers Gossiping: Not everyone can hear it Usually potentially hurtful Inappropriate topics Can lead to trouble Can lead to tension Involves others as source of topics Reminds you of junior high Tips: Stay away from cliques; be nice and friendly; volunteer to help out when you can; have appropriate fun; communicate with others

9. Communication: General Be nice and courteous- “please” and “thank you” Listen Don’t interrupt Share information with colleagues-new resources, interesting articles, valuable information they need to know, etc. Respond in the same form in which you were contacted: ex. voicemail to phone call, not email Avoid sensitive topics: politics, religion, etc. Avoid foul language, offensive terms/phrases

10. Communication: Email Your email address should be professional, not kuhotty@ku.edu Be careful with personal emails/accounts at work; know the policy Use proper grammar and punctuation in email Watch the sarcasm! It’s hard to read through email Avoid emoticons in professional correspondence Have a signature attached to your emails with your title, contact information, etc. Address people by Ms. or Mr. unless they have requested otherwise or used only their first name in their signature

11. Communication: Phone Keep a pen and paper by your phone to take notes Speak clearly and at a moderate pace Don’t eat or chew gum while talking to someone Don’t talk in a public place on your mobile phone Turn your mobile phone off! Leave a message: state your name (spell if needed) and say your phone number, while you write it down

12. Communication: Phone Continued Monitor your personal message: Is it appropriate? Always return messages (be timely-aim for within 24 hours) Avoid texting at work while in a meeting If your boss texts you, make sure you check your messages for spelling and grammar before sending your response Personal calls at work—be careful and know the rules

PROFESSIONAL ETIQUETTE GUIDE

This document includes a synopsis of a skills workshop presented by the Leadership Institute at Harvard College which focused on (i) contacting superiors (ii) networking, (iii) introductions, and (iv) attire.

Manners are made up of trivialities of deportment which can be easily learned if one does not happen to know them; manner is personality—the outward manifestation of one’s innate character and attitude toward life.... Etiquette must, if it is to be of more than trifling use, include ethics as well as manners. Certainly what one is, is of far greater importance than what one appears to be. -Emily Post

! Tips and tricks

" Initiating Contact

1. Try to have a mutual acquaintance introduce you; builds your credibility

2. Aim for an in-person conversation rather than email exchange

3. In-person is most intimate, phone is moderate, and email is least personal

4. Seek to build a two-way relationship, rather than just ask for things

" Email, voicemail, thank you notes

1. Keep emails brief; bullets are great for busy professionals; limit formatting since many

professionals read emails on Blackberries (which destroys formatting)

2. Proof-read messages; spelling errors are a bad first impression

3. Be sure your contact information is included in every message

4. In voicemail, state your name clearly, reason for calling, what you would like the recipient to do, and how the action with benefit both parties

5. Send thank you notes with in 48 hours; write neatly on simple stationary, refer to specifics – an idea, conversation, or gift

" Networking basics

1. Shake hands firmly; introduce yourself to most senior person in a group

2. Wear nametags on the right (when you extend to shake with right hand, it’s natural to look at the right side of their body.)

3. Introduce your acquaintances with thoughtful details

4. In conversation, listen more than speak; remember and use the speaker’s name

5. Focus on conversation; avoid wandering eyes or looking at guests or cell phone

6. Make a crisp but polite conclusion: “It has been a pleasure speaking with you.”

" Meetings

1. Always show up on time, minimize distractions (computers, Blackberries)

2. Prepare materials beforehand

3. When leading a meeting: distribute an agenda, balance airtime (let everyone participate), conclude with clear to-dos and deadlines

" Public address introductions

1. Never “wing” an introduction; request a biography of the speaker before hand. Good

delivery of introduction is the best way to demonstrate your respect and appreciation.

2. If you tailor the introduction, review it with the speaker

3. Avoid humor, unless you are a) funny, b) situation calls for it, c) all will be comfortable

4. Avoid modesty; you are the speaker’s best chance to build credibility while maintaining

humility. Share all the relevant accomplishments; make the audience want to listen!

! Senior Presence

" What is senior presence?

1. Some people in a room appear to be senior: they are mature, professional, responsible,

authoritative (you can just tell they’re important)

2. Easy to identify by subtle signs

3. People who appear senior get more opportunities

4. Young professionals can learn to appear senior

" Tips for senior presence

1. Appearance: Dress like the most senior person you regularly see, maintain good posture,

smile easily, but not too often

2. Persona: Observe proper etiquette, maintain eye contact, don’t be afraid to disagree

(confront difficult questions directly), and appear calm and controlled. Poise and maturity

are displayed by not following the crowd meekly; share your idea if it’s contrary.

3. When speaking: Be clear and concise, avoid fillers (um, like), set the context for audience, use

analogies and analysis, prepare a speech beforehand

! Appendix

" Attire basics

1. Black Tie

a. Men: Tuxedo or dark suit

b. Women: Formal evening dress or dressy cocktail dress

2. Black Tie Optional

a. Men: Either a tuxedo or dark suit with white shirt, conservative tie

b. Women: Formal evening dress or dressy cocktail dress

3. Business

a. Men: Solid color, conservative suit and tie, dark socks, briefcase or portfolio

b. Women: Solid color conservative suit with coordinated blouse, moderate shoes,

limited jewelry, light make-up, no perfume

4. Business Casual

a. Men: Khakis or slacks, seasonal sport coat or blazer, open collar shirt (polo shirts

generally acceptable; blazer is generally optional)

b. Women: Khakis or slacks, skirt, open-collar shirt or knit shirt, nice sweater

5. Sport Casual

a. Men: Khakis or jeans; nice tee, polo, or casual button-down-the-front shirt

b. Women: Khakis or jeans; nice tee, polo, or casual button-down-the-front shirt

 

 

 

 

 

 

 

 

Career Development Model / Professional Etiquette

• Dining Etiquette
• Email Etiquette

Dining Etiquette

Whether you are at a dinner party, conducting an interview or exploring a new culture, being familiar with the rules of dining etiquette can help to increase your professionalism and seem knowledgeable even in unfamiliar situations. Most interviewees think that the meal is a time to relax and chat it up with your interviewer, however, this could not be further from point. When an organization hosts a meal during an interview, they are assessing how you conduct yourself, your knowledge of etiquette and standard dining practices, and they are also looking to see how you will conduct yourself when meeting with clients and higher-ups in the company. By reviewing the dining etiquette basics below, you’ll be able to breeze through an interview meal and increase your desirability to the company.

• Table Setting
• Napkin Use
• Use of Utensils
• Ordering
• While Dining
• Mishaps During Dining
• When You Are Finished

Table Setting

Understanding a table setting (how the eating utensils and dishware are arranged) is the first step to becoming a pro at dining etiquette, and it’s an easy step too! First, an overview of a formal place setting:

1.      Napkin

2.      Water glass

3.      Wineglass

4.      Bread plate

5.      Bread knife

6.      Soup bowl

7.      Soup spoon

8.      Dinner plate

9.      Salad plate

10.  Salad fork

11.  Dinner fork

12.  Dinner knife

13.  Dessert spoon

14.  Coffee cup

15.  Saucer

As you can see, there are many utensils and dishes to use throughout your dining experience. To help you navigate your place setting, simply remember these two rules of thumb:

1. Utensils are arranged in the order a person will use them, thus you will work your way from the outside in when dining. The salad knife and fork (or the soup spoon if soup is served) will often be used first, then you will move towards the plate and continue with the main course by using your dinner knife and fork. If dessert is ordered, you will then use your dessert fork and spoon located horizontally above the main plate.
2. To keep track of which bread plate or water glass is yours, remember these few words: solids on the left, liquids on the right. This is usually easy to remember since most people are right-handed, however, if you are left-handed, keep in mind that the location of your water glass might be opposite of what you are accustomed to.

Napkin Use

What is the proper placement of my napkin?

The napkin should be folded discreetly and placed on your lap with the fold towards you. When you first sit down for the meal, wait for the host/hostess to place his or her napkin on their lap before you do the same. The napkin will remain in your lap for the rest of the meal.

Can I wipe my mouth with the napkin? How should I do so?

The napkin is placed on the table to help you keep food off of your face. Use the napkin as often as needed, but do so discreetly, either dabbing or blotting remaining food away. Replace the napkin in your lap with the fold towards you. Never shake out and refold your napkin. Remember, keep it discreet.

Where does the napkin go if I need to leave the table?

When you need to excuse yourself from the table, place your napkin on your chair with it loosely folded, not wadded up. When you return to the table, place the napkin back in your lap with the fold facing you.

Use of Utensils

With so many utensils to use throughout the meal, it is easy to confuse the proper placement and usage of each piece of cutlery.

Is there a certain way I should hold the knife and fork?

For the American culture, the fork is held in the left hand while the right hand holds the knife when cutting up food. To pick up and eat your food, the fork may be switched to the right hand.

Where do I put my knife and fork while I am eating?

When you are eating, place your knife horizontally across the top of your plate with the handle on the right and the blade facing towards you. When not using your fork, it may be rested on the edge of your plate as well. Never put used utensils back on the table.

Is there a particular way to eat soup?

Soup should be consumed by dipping your soup spoon away from yourself and then filling the spoon with soup. Avoid slurping your soup by sipping from the side of the spoon. If needed, you may tilt your bowl to fill your spoon in order to finish the remaining soup. When you are momentarily not consuming your soup, you may rest your spoon on the service plate under the soup bowl. If no service plate is provided, simply rest your spoon in the soup bowl.

How do I indicate I have finished with my soup or appetizer? Do I just push the plate/bowl away from me?

You should never push a plate or bowl away from you. To indicate that you are finished with your soup or appetizer, simply place your utensil on the service plate and behind the food dish, with the handle on the right hand side. Never place a used utensil back on the table.

Ordering

When ordering food, the key is to follow the lead of the host/hostess. If he or she suggests something for you to try, then follow their lead and order that dish or something similar. If you are uncertain about a specific dish, then ask your server any questions you have. Keep in mind you are a guest and should not order one of the more expensive items, unless directed to do so by the hostess.

What is appropriate to order to drink?

When dining out, it is best to keep things simple to avoid mishaps. Examples of good drinks to order are water, tea, and juices. If you like your tea sweet, make sure there are sugar packets offered at the table and use only a minimal amount; some may view excessive sugar use as offensive. When ordering alcohol, remember to keep things simple. One glass of wine, consumed slowly, should be fine, however, the meal is still part of the interview. If you remember this key point and stay alert and focused, you will be able to ace the meal part of the interview.

What should I order to eat? Are there any foods to stay away from?

When ordering while dining out, remember to keep it simple. Foods that are easily eaten with a fork and knife are great meal options, so stick with the basics like meats, salads, and soups. Anything that is usually eaten with your fingers should be eaten with a fork and knife during a business meal. For example, you should try to cut up the french fries first instead of eating the food with your fingers. Foods that require a little more precision when eating, like corn on the cob or spaghetti, should be avoided. If you aren’t sure which price range to adhere to when dining out, follow the lead of the host. Remember you are a guest, so don’t order one of the most expensive items.

How do I deal with a food allergy/dietary restriction?

If you know in advance the restaurant where you will be dining, look up the menu and make a list of possible foods that will not hinder your allergy or dietary restrictions. You may choose to politely let the host/hostess know of any dietary restrictions, however, do so discreetly and without inconveniencing anyone. If you are served food that you cannot eat, politely discreetly leave it on your plate/bowl. Remember to be polite and discreet, as health issues are not to be discussed while dining.

While Dining

Now that you’ve gotten past the selection and ordering of food, the only milestone left to accomplish is showing off your great manners and etiquette while consuming food. Here are a few tips to help you excel at this:

When may I begin eating?

You may begin eating when the host/hostess picks up their utensils or when the host/hostess announces to everyone to begin dining. Always follow the lead of your host/hostess. You may have sips of your water before the meal is served, but refrain from reaching for the bread bowl until your host/hostess does so.

How do I pass items such as the bread basket and salad dressings around the table?

When passing shared foods, remember to serve others before serving yourself. Take the service plate and offer the food to the person on your left, then take some for yourself and pass the food to the person on your right.

What is appropriate way of eating bread from the bread basket?

To avoid contamination and rude manners, take the bread from the bread basket and place it on your bread plate. If there is a communal serving of butter offered, use your knife to take a small amount of butter and place that on your bread plate as well, not on your bread directly. The proper way to eat your bread is to break off a bite-sized piece and dab butter on it. Repeat this process for each bite that you take; do not spread butter on the whole piece of bread and take huge bites. By using smaller bites of bread, you are still able to answer questions asked of you during the meal. Try not to be excessive in butter or bread use as these items are often shared with the whole table and you don’t want to look greedy by taking more than your fair share.

When is it appropriate to use utensils vs. fingers to eat?

When eating typical finger foods (ie. pizza, fries) on an interview, always try to use the utensils provided. Eating with your fingers looks unprofessional and can create a messy situation. At most business meals, finger foods will not be served, however, if you have any doubts, simply follow the lead of your host/hostess.

Is it disrespectful to season my food before tasting it?

It is often considered rude and disrespectful, to the cook as well as to the host/hostess, to season your food before tasting it. To avoid offending anyone, take a few bites of your food and then determine if it needs to be seasoned. Discreetly ask for the seasoning, and only lightly salt of pepper your food.

If someone asks for the salt or pepper, how do I pass it to them?

If only pepper or only salt is asked for, you should still pass both the salt and pepper together. Do not use the seasonings before passing them on to the person who asked for them as that is considered impolite.

What if I’m asked a question and my mouth is full of food?

To avoid seeming sloppy and disrespectful, consume small bites of food and never speak with your mouth full. If a question is asked of you mid-bite, take a moment to chew and swallow your food while thinking about your answer. It is best to chew your food and give an answer after a few seconds than to immediately blurt out your answer with a mouth full of food.

If I’m a slow eater, should I try to keep pace with everyone else?

If you are a slow eater, try to keep pace with others at the table. If this causes discomfort, eat at your own pace and stop eating shortly after other are finished. Remember that this is not your last meal and that you are there for an interview, so try not to make others wait on you.

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Mishaps During Dining

They happen to everyone, only now you will be equipped to deal with those mishaps during your meal. Read these following examples and you’ll be prepared if a mishap does happen.

What should I do if I drop my napkin or dinner utensil on the floor?

If your napkin happens to slip off your lap or you drop your dinner utensil on the floor and it is within reach, discreetly grab it without making a big fuss. If the item is not within reach, subtly get the server’s attention and ask for another napkin or utensil.

Is it okay to pick up food that has fallen off my plate?

If a piece of food happens to slip off your plate, discreetly place back on the corner of your plate. If it is a small piece of food or salad, leave it where it is.

What do I do if I can’t eat something that I’ve already taken a bite of?

The key to spitting out or removing unwanted food is to be discreet and inconspicuous. If you don’t want to eat the tail of a shrimp for example, gently place the tail back on the fork and then leave the unwanted food on your plate. Food should be taken out of your mouth the same way it went in (with a fork, spoon, etc.) and because the fork to mouth motion is such a common one, this gesture will often go unnoticed.

How should I excuse myself from the table?

Leaving during the meal is often frowned upon, so if you do need to leave, make sure to do so properly. Simply say "Excuse me" and leave the table. An explanation is not needed and is considered a disruption to the meal. If you are not finished eating, you will want to place your utensils horizontally across your plate with the handles at the three o’clock position.

When You Are Finished

How do I let others know I am finished with my meal?

The placement of your utensils is the one and only step you need to change to let others know you are finished eating. Do not push your plate away from you, simply place your fork and knife diagonally across your plate at the ten and four o’clock positions with the handles at the four o’clock position. Face the blade side of the knife towards you as well.

Should I offer to pay my part of the check?

At most interviews, you will be a guest and should not offer to pay since the company or host/hostess will do so. Remember to thank your host/hostess at the end of the meal however.

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Email Etiquette

In the current day and age, communication via the internet is becoming vastly popular. Using e-mail for business communication is very common, so as a preemptive measure, it is advantageous for you to know the guidelines of e-mail etiquette. While we may talk to our friends and family in an informal way on a day-to-day basis, business communication should always be in a formal manner. Proper e-mail etiquette shows that you not only understand and accept the means of business communication, but also that you will be able to represent the organization in a professional manner if hired. Here are some ways to sharpen your e-mail etiquette:

• First Impression
• Body of E-mail
• Tid-Bits to Keep in Mind

First Impression

1. Your actual e-mail address says a lot about you. While cutiepie4266@crn.com may be a fun and creative way to express yourself, you are not putting your best foot forward if your e-mail address does not convey a professional image of yourself. Instead, try changing your e-mail address to include your name or a particular field you are interested in, such as jrobbins@gmail.com or businessguru@yahoo.com. When using a phrase to describe yourself, make sure not to come off as pompous or bragging; this will not attract employers looking for the perfect candidate.
2. A message subject is a great way to define your e-mail and prepare the recipient for the context of your e-mail. When defining the e-mail in the message subject title, use as few as possible descriptive words (5-6 max) to highlight the main point of your e-mail communication. An example is "Marketing Assistant Position #109387" or "Informational Interview Request on 12/23". Your e-mail will be much more well-received with a descriptive yet concise message header than with none at all.

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Body of E-mail

1. Sending an e-mail is not the same as sending a hand-written letter to a good friend. While your friend may enjoy hearing a long-winded description of what you’re up to and your goals for the future, an e-mail to an employer should be brief and concise. State the main point of the e-mail and try not to stray too far from that point throughout the e-mail.
2. Just as with outlines and formal papers, an e-mail needs to have a proper structure. Humans are essentially visual people, so by breaking up the e-mail in to short paragraphs, the e-mail becomes more easily readable by the recipient. No one wants to read a one paragraph e-mail that goes on for two pages. By providing space between each paragraph, you give the reader time to think about what you just wrote, which is especially important when you are asking lots of questions in your e-mail.
3. After spending over a decade in school, now is the time to put those grammar and punctuation skills to the test! In a formal e-mail, there should be no abbreviations, spelling mistakes, or poor punctuation. Spell check is there for a reason, so use it; however, using spell check will only catch spelling mistakes, not grammar blunders. It is imperative to read, re-read, and re-read again the e-mail before hitting send. Too often homophonic words like "won" and "one" end up in e-mails because the sender failed to re-read the e-mail multiple times before sending it.
4. After you have re-read your e-mail, it is important to analyze the tone of your writing. Because the actual words we write only account for a small amount of what we actually say, your tone in the e-mail needs to be pleasant and polite. The other factors that affect the way what we say is perceived are body language, gestures, and inflection of our voice, all of which cannot easily be conveyed via internet communication. (Emoticons are one way to express body language or gestures via internet communication; however, these should be avoided in formal communication.) To start out on a positive note with your e-mail, try using parts of your 30-second elevator pitch to give a brief yet representative description of yourself.
5. When sending e-mail correspondence back and forth multiple times, previous messages can get lost and the number of e-mails can get excessive if only one question is asked in each e-mail. To keep from clogging someone else’s inbox, be sure to answer all questions asked of you. A good habit to get in to is to think of questions that could be asked in the future and then answer those questions in your e-mail. An example is when an employer asks you what your major is and then, in another e-mail, what your minor is. In response to the employer’s first e-mail, you could include your major and your minor, and this would help decrease unnecessary e-mails. It is also wise to give options to your recipient when trying to plan something together. If trying to schedule an informational interview with an acquaintance, suggest a few different times you are free instead of sending 10 e-mails to figure out what time is good for you both.
6. Before the conclusion of the e-mail, it is always a good idea to thank the employer or recruiter for their time and express sincere appreciation for the opportunity to interview. If you seem rude and automatically assume that the employer should cater to your requests, the employers will be less likely to put in a good word for you. Just remember, a few simple words ("Please" and "Thank you") go a long way.

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Tid-bits to Keep in Mind

1. Attachments are probably the most abused feature of e-mails. An unwanted attachment is not only annoying but also clogs up the recipients’ inbox. Only use attachments if the recipient specifically asked you for one (ie. a resume). Most e-mails with attachments are flagged as spam, thus, the recipient never receives the e-mail.
2. As was mentioned above, your e-mail should be read over at least twice before it is sent out. Keep in mind, however, that a response should be timely. Give yourself time to review the message but don’t wait too long and decrease the recipients reply time if it is a time-sensitive issue. Simply remember to read the e-mail over and think the e-mail over as well.
3. The most important, but often overlooked, bit of information to remember is to never give confidential information about yourself in an e-mail. Once a piece of confidential information is out on the internet, it can most likely be found again, even if the e-mail it was sent in is deleted. Examples of confidential information are social security number, salary, bank account number, or even discriminatory comments. Once it hits the web, it is viewable to almost anyone, so be careful with what you discuss via e-mail.