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Communications Group 4

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AnnMarie Gambescia

on 14 February 2013

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Transcript of Communications Group 4

Business Etiquette Social Etiquette Final Activity THANK YOU! AnnMarie Gambescia, Alec Vidmar, Jaslyn Ferguson, Joe
Gonzalez, Daniel Gentile, Andrea Lengemann, Heather Brown Introduction Used in:
Business Meetings
Network Events
Office Parties Many businesses conduct their final interview in a professional dinner setting The business world is the largest social platform in the world...
so, it is the easiet place to make a BAD impression Greetings STAND to shake someones hand if seated How should I start the conversation Body Language CONFIDENCE IS KEY! Signs of Nervousness Dining Etiquette NAMETAGS Should be worn on the RIGHT hand side of your shoulder
Enables a person to see your name when shaking hands Covering your mouth
Scratching your nose, head or ears
Tugging on your clothes, jewelry, pen, etc.
Slumping over & hunching your shoulders
Looking down & avoiding eye contact
Making unpleasant facial expressions
Looking away
Using filler words (um, ah, uh, etc.) Signs of Confidence Uncross your legs
Move to the end of your chair
Lean toward the person
Keep your chin up
Nod your head
Make moderate gestures
Initiate & maintain eye contact
Use a loud and clear voice
Vary your positions & posture ARRIVAL Introduce yourself
Shake hands & say hello to as many people as possible
Take cues from your host regarding the seating arrangement
Wait for your host/hostess to sit down AT THE TABLE Napkin:
Leave in lap until everyone's finished

Do not order the most expensive item
Don't ordering something messy
DON'T order alcohol
Unless the host orders wine & insists
Be respectful to staff

Don't make a fist around your utensils
American Standard Style vs.
Continetal Style Starting the Meal
Wait for your host to begin first
Wait until everyone at the table has been served to begin eating
Food is passed from the left to the right
Never reach across the table for something

Eating Tips:
Do not talk with food in your mouth
Chew with your mouth closed
Stir hot soup to cool
rather than blowing on it
Don't slurp
Leave utensils on a saucer, not on table
Eat rolls by tearing off bite size pieces
Don't rest your elbows on the table
If you don't like something don't eat, but don't make a big deal of it TABLE TALK BAD
Being judgmental
Always giving advice
Dominating the conversation
Ignoring people GOOD
The other person
Your surroundings
The news
Likes & dislikes WHEN YOU'VE FINISHED Lay your fork & knife in the finishsed position
Don't ask for a to-go bag or toothpick
Don't stack dishes
Place napkin next to your place Hiring Etiquette Why is it important for the hiring delegate to have proper etiquette? GOALS & EXPECTATIONS
Treat all applicants respectfully
Make sure the interview reflects your brand & values
Set expectations properly
Communicate effectively EXPECTATIONS Give the applicant dates they will be contacted
Set Guidelines of the interview Consider advice from the dating world
Nothing trumps professionalism
Be smart when releasing applicant information GOALS For the interviewer Workplace Etiquette Making Positive Impressions Making First Impressions People Communicating TIPS FOR REMEMBERING NAMES: How you treat people says a lot about you Customer
Etiquette Communications
Etiquette TELPHONE TEXTING CULTURAL ETIQUETTE Write names down & keep business cards
When you don't know their names, it may interpret as a sign that you don't value them Be careful what you share with others about your personal life
You don't want to offend anyone Try to return phone calls & emails within 24 hours
Even just to say you'll provide info on a later date
Avoid grammatical errors & abbreviations
Have an appropriate subject title Personalize your voicemail Avoid Social Networking at Work People often form first impressions within

of first meeting them SECONDS Stand straight
Make eye contact
Turn toward people when they are speaking
Have a firm handshake Follow office dress code
Your briefcase/bag & the things you carry in them say something about you
I.E: Messy items Arrive EARY to work
BE ALERT If you know you will conduct business with someone from a foreign country... DO RESEARCH On the customs of that culture & know that country's etiquette DON'T DO VS. Send a text if you should call
Text bad news
Type in all caps
Use acronyms
Text after business hours (unless important)
Send a text after leaving a voicemail Send a text if it is aboslutely urgent & you can not send an email
Use punctuation just like an email & proofread
Be brief & to the point
Include your name
Watch tone
Return a text as soon as possible
Only text those that you know it would be appropriate to EMAIL DON'T DO VS. Use all caps or emoticons
Be careful when using BCC option
it is not always ethical
Do not use acronym slang such as LOL, just to be safe. Put identifying information in the subject line
Begin with a salutation
Use complete sentences, capitalization & punctuation
treat as a professional letter
Have a signature
Run spell check
Use a professional font have a purpose for calling someone
Calls CAN be intrusive to somebody's day
When calling a supervisor:
Clearly identify a reason for calling
Ask if they have a few moments
If busy, ask when a better time would be
When in a conference call
Always give your name before speaking
Avoid using speakerphone or a cell phone
Lowers the quality
Good idea to put yourself on mute when you are not talking,
so any background noice does not interfere CALLS ANSWERING MACHINE When leaving a message:
State your name, organization, reason for calling and SLOWLY give your number
Good idea to repeat phone number
Be consise, yet detailed

Your Personal Message
Concise, clear & professional
Include full name
Give a time frame in which you will return the call
Thank you at the end

"Hello. You have reached (Full name). I cannot answer the phone right now, so pelase leave a message after the tone and I will return your call within 24 hours. Thank you, have a nice day!" WHO HAS THE BEST HAND SHAKE? HOW TO PLAY: It's simple, who ever has the best hand shake, WINS!
Also up for judgment is your eye contact, and introduction Etiquette for the INTERVIEWEE NOTHING TRUMPS PROFESSIONALISM! Be interested
A good applicant wants more than just an average conversation
Show interest in previous accomplishments & experience Make sure you don't leave the applicants who were not chosen in the dark
Show constructive critisim
Reach out personally DEFINITION The conventional requirements as to social behavior when interacting with customers In our industry, customers are the foundation of all businesses What develops great customer etiquette? PERSONALITY Always have a warm and cheerful attitude
Your tone can make or break any situation
Eye contact
Don't just hear the words the customer is saying..
LISTEN to what they mean
Be professional, act interested, use honesty, be empathetic, keep your values in mind, be patient
But most importantly:
BE GENUINE Body Language Control your hands & feet gestures
appear calm
Face your customers
Make eye contact
Keep a moderate tone
Dress professional
Maintain an upright posture When not directly interacting Stay off your cell phone
Don't sit and gossip with other employees
Never chew gum
Mints are a better option
Keep a pleasant look on your face
Attempt eye contact in case a customer needs assistance FACTS Only of customers actually complain...
meaning DON'T

That also means...
For every complaint recieved,
are unattended to

of customers are lost due to BAD SERVICE 4% 96% 26 68% ANSWERING MACHINE
ACTIVITY GREETING Greet as soon as customer enters
These little things make custoemrs feel welcome
symbolizes your comany wants them to be there
A closing statement will allow customers to feel respcted
"Welcome to ____"
"Have a great day!"
Is there anything i can help you with?
"I hope you enjoyed your stay." RESPONSIBILITY Follow through with customer requests
Don't leave them hanging
Take them where you need to go
Never say "I don't know," "that's just our policy," or simply "no."
Always take the time to see if an issue can be resolved/handled
Be conscious of cultural differences
never assume they know what to expect
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