Business Etiquette

1. Business Etiquette

2. Handshakes • As the most common of all forms of greetings, the handshake is a traditional sign of trust. • In the past, extending your hand in friendship demonstrated that you were unarmed.

3. Handshakes • Today, the handshake is an important symbol of respect, the most important aspect of the proper protocol for business greetings. • Whether you are male or female, to be taken seriously, you must shake hands appropriately. • You want your handshake to give you the respect you deserve.

4. Handshakes • Some handshakes send the wrong signals. • Match the type of handshake with the meaning often attached to it.

5. ___1. Limp Handshake ___2. Bone-crushing handshake. ___3. Two-handed handshake, in which a hand is placed on top on the one being shaken. ___4. No response to extended hand. ___5. Sweaty palms. A. The person is aloof. B. The person is nervous. C. The person is a wimp D. The person is trying to dominate you. E. The person is acting too familiar or trying to establish power. Handshakes

6. How to Shake Hands • Say your name and extend your hand. • Usually the higher-ranking person should extend a hand first, but if he or she doesn’t, you should.

7. How to Shake Hands • Extend your hand at a slight angle, with your thumb up. • Touch thumb joint to thumb joint. • Put your thumb down gently once contact has been made, and wrap your fingers around the palm of the other person’s hand.

8. How to Shake Hands • Provide a firm handshake but not a bone-breaking one. • About two or three pumps are enough.

9. Small Talk Skills • Small talk may seem unimportant, but it has a potentially huge impact on how others respond to you. • It contributes to your credibility and your ability to establish rapport; it also helps set clients at ease.

10. Small Talk Skills The ability to effectively engage in small talk includes three key components: • Tuning-in techniques • Listening manners • Acting appropriately when it’s your turn to talk.

11. Tuning-In Techniques • The first step for success in small talk is reading yourself to listen. • The second step is letting others know that you are paying attention to them. • The acronym SOFTEN explains how to show someone you are paying attention.

12. Tuning-In Techniques • S = Smile. A smile is a sign of friendliness and receptivity S O F T E N

13. Tuning-In Techniques • O = Open posture. Appear attentive and face the speaker. Don’t cross your arms or legs. S O F T E N

14. Tuning-In Techniques • F = Forward lean. Leaning forward shows that you’re alert. However, don’t invade the other person’s space. Stay about an arm’s distance away. S O F T E N

15. Tuning-In Techniques • T = Tone. Make your tone of voice show interest. In addition, don’t mumble, shout, or whisper. S O F T E N

16. Tuning-In Techniques • E = Eye contact. Look directly at the speaker without staring. S O F T E N

17. Tuning-In Techniques • N = Nod. Nodding indicates agreement or just understanding of what is said. Be careful not to nod too much. S O F T E N

18. Tuning-In Techniques • Through posture, eye contact, and gestures, you are telling people that you are receptive to what they have to say. • You can use these cues to signal that you are ready for conversation. • Or, by omitting them, you show that you are temporarily too rushed, overloaded, or otherwise unable to talk at the moment. • You should also pay attention to these cues in the body language of others.

19. Tuning-In Techniques Label the following body-language signals. Use (P) for those that create a positive, polite impression and (N) for those that give a negative, impolite impression—mannerisms that can signal someone is giving the speaker full attention.

20. Tuning-In Techniques Positive or Negative? • Tapping feet • Arms at side • Hanging head • Swaying • Shoulders relaxed • Hands in pocket • Direct eye contact

21. Tuning-In Techniques Positive or Negative? • Head and chin up • Shifting feet • Looking away • Feet still • Crossed arms • Hands on hips • Slouching

22. Listening Manners • We have two ears and one mouth for a good reason: • We should listen twice as much as we speak! • You can get ready to listen in these ways:

23. Listening Manners • Create a setting in which you can listen. • You may need to close the door, hold telephone calls, or sit next to the person who is speaking.

24. Listening Manners • Tune out internal distractions. • You might be feeling hungry, have a headache, or even be wondering how to deal with your difficult co-worker. • However, you won’t really hear what the other person is saying if you think about those things instead of what she’s telling you.

25. Listening Manners • Monitor your body language. • If you’re frowning, fidgeting, or staring into space, you’re sending signals that tell the speaker you’re not receptive.

26. Listening Manners • You need to let the speaker speak and then reflect back the person’s words. • If you interrupt, finish someone’s sentences, or think about what he or you might say next, you won’t fully communicate. • You need to repeat or paraphrase what was stated, ask questions that clarify the comments, and offer words of encouragement or acknowledgment.

27. Your Turn to Talk • While it is usually appropriate to respond to what someone else has said, it’s also a good idea to have a repertoire of topics that you feel comfortable bringing up. • You can find things to talk about by paying attention to current events, the weather, the world around you, and developments within your industry.

28. Your Turn to Talk • Some topics should be avoided during casual conversations. Some examples: • Your health or someone else’s health. • Personal misfortunes. • Income. • Stories of questionable taste, dirty jokes, or gossip. • Religion and highly controversial issues such as abortion. • Intimate details about your personal life.