Authored and presented by: Patty Kirkley & Chuck Reece September 19, 2012

1. Business Etiquette 101Politeness is to human nature as what warmth is to wax. - Arthur Schopenhauer Authored and presented by: Patty Kirkley & Chuck Reece September 19, 2012

2. ? • ? • ? Why Do Employees Fail?

3. According to a Leadership IQ study, 46% of all newly-hired employees fail within 18 months • Why? • 26% Cannot Accept Feedback • 23% Unable to Understand or Manage Emotions • 17% Not Motivated to Excel • 15% Wrong Temperament for Job • 11% Lack Technical Skills Why Employees Fail?

4. HR Professionals Say 80% Lose Jobs Because…

5. Don’t Know What to Expect • Don’t Understand Corporate Culture or Rules • Do Not Have A Plan • Cannot Accept Feedback • Stay with Past Ways of Doing Things • Share Too Much Personal Information • Behave in Rude, Boorish, or Arrogant Manner Top Roadblocks to Success

6. Ask your New Boss for Help – Clarify Goals (understand how your performance/success will be evaluated) • Develop a Plan of Action and Review with Your Supervisor • Listen to Co-Workers and Get Their Input and Collaborative Ideas • Meet as Many People as You Can (be friendly and build professional relationships but avoid getting overly personal) • Observe the Culture (find a mentor if you can) – Figure Out Culture and Values Know What is Expected & Impress

7. More Than I Wanted to Know…

8. Listen and observe carefully • Many new college graduates fail because they were not told or do not know the rules or why they should follow them • Be Punctual • Wear the Expected Attire • Don’t Immediately Ask for Leave Time • Work Overtime if Needed • Demonstrate Integrity • Learn and Follow Chain of Command Learn the Rules & Follow Them

9. Treat Everyone with Respect (Golden Rule 101) • Avoid Negativity (“That Won’t Work…”) • Get Along with Others/Cooperate • Volunteer Be A Team Player

10. Don’t Ask the Same Questions Over and Over (take notes when you are learning new tasks) • Be Receptive to Learning (constantly learn new things) • Ask for New Assignments • Stay Busy … And Work Hard (find things to do) Have A Work Ethic

11. Do Your Share

12. Own up to Mistakes • Do Not Worry if Someone Takes Credit for your Idea or Work • Learn to Accept Criticism and Make Changes Accordingly • Never Display Arrogance or Sense of Superiority Take Responsibility

13. Own Up to Mistakes

14. Greet Everyone and Smile • Be Polite – Please, Thank You, Good Job, and I’m Sorry are Powerful Words • Listen - Don’t Interrupt • Watch Your Language – You Never Know Who You Will Offend • Keep Your Cool – Even Under Stress • Resolve Conflicts Professionally (no vendettas or soap operas and never any backbiting or gossiping) Mind Your Manners

15. Err on the conservative side until you understand the dress code; when in doubt, take the conservative route • Don’t insult your co-workers with sloppy, slovenly appearance • Even in a “jeans” environment, take care with your grooming – clean, neat and pressed clothes, hair combed, nails trimmed and clean Appearance and Dress

16. Social Media, E-mail, Instant Messaging, Web Conferencing, Cell Phones, Texting… “Nine times out of 10, what these new modes (of communication) have really given us are simply new opportunities to blow it!” – Peggy Klaus Avoid Techno Traps

17. On social media sites: • Decide whether you are using for personal or business use • Don’t use what business contacts post as office gossip fodder • Think about what you post on the wall • Never rant and never vent • No pokes please • Don’t tag without asking • Understand that you can say “no” to being a friend Social Media

18. Who is searching? • 44% of adults who are online have searched for information about someone from whom they are seeking a professional service. • 31% of Internet users have searched for information about co-workers, competitors, and other business contacts. • Who is sharing and what? • 65% of adults have changed privacy settings to limit what they share online. • 27% of employees now work for employers who have rules for how they present themselves online. Source: Pew Internet and Life Project, A Project of Pew Research Center, Reputation Management and Social Media,” by Mary Madden and Aaron Smith, May 26, 2010 Social Media

19. Unless your job directly requires providing content, updating, or using social media to promote or advertise, it does not belong at work. • Don’t be caught on your personal Facebook page during work time. Social Media

20. Make the Subject Specific; Do Not Leave Blank or Generic • Fill in “TO” Just Before Sending • Be Very Wary of Reply to All • Delete Extraneous Information Before Forwarding • When Answering a Question, Copy It and Respond • Address and Sign your E-mails (you are dealing with people) • Do Not Type in All Caps • Check E-mail at Least Once Daily • Use Correct Grammar and Punctuation (no abbreviations) • Avoid Spam E-mail Etiquette

21. Vast Majority of Employers Monitor So Do Not Misuse • NEVER, NEVER Use E-mail in Confrontational Manner! • It Is a Passive-Aggressive Approach to Conflict Management • It Will Backfire and Make You Look Immature and Petty • If Any Emotion in E-Mail, Hold It and Review Carefully or Discard It Later • Do Not Use E-mail to Deliver Bad News. E-Mail Final Tips

22. Do Tech Etiquette Breaches Impact Your Career? Extent to Which Technology Etiquette Breaches Affect Careers Source: Robert Half Survey of 659 Human Resource Managers in the United States and Canada Tech Etiquette Breaches

23. Always Return Calls (At Least Once Daily) • If Out of Office, Leave Message So Callers Know When to Expect Return Call • Identify Yourself and Your Organization When Making or Answering Calls • Personalize the Conversation; Always Smile • Never Be Rude Phone Etiquette

24. Leave Off or Put on Silent or Vibrate (Keep It Out of Sight/Take off Bluetooth) • Do Not Use “Cutesy” or Annoying Ring Tones • Think about your Location • Avoid Talking too Loudly • Limit Personal Calls to Emergencies or Very Important Calls • Know What Is 911 & 411 Cell Phone Etiquette

25. No Text Speak (AFC, CYE) • If Sending Group Text, Write to Most Formal Person in Group – Keep Language Appropriate to Audience • Check Spelling/Grammar Carefully • Be Cognizant of Timing • Do Not Rely on Texting to Replace Other Forms of Communication Texting for Business Purposes

26. Arrive on Time or Early • Sit Up Straight and Maintain Eye Contact with Speaker • Treat Everyone Equally • Pay Attention and Take Notes • Do Not Engage in Side Conversations • Do Not Text, E-Mail or Surf the Net • Have Your Calendar • Participate, but Do Not Monopolize Meeting • If You are Leading Meeting, Have an Agenda and Thank People for Their Time and Participation Meeting Etiquette

27. In these times, it is important to prepare for a variety of business and social situations. • Your success depends on you… • Your attitude • Your composure and confidence • Your etiquette skills Why Business Etiquette?

28. Business-Workplace Etiquette http://sbinfocanada.about.com/library/bizetiquettequiz/bletiquettequiz1.htm http://www.gradview.com/articles/careers/etiquette.html How Do Your Etiquette Skills Measure Up?

29. “Business Etiquette for Networking Events.” Ravenwerks Global Ethics, Etiquette, and Effectiveness. 30 Sept 09 <http://www.ravenwerks.com/?page_id=19>. Post, Emily. The Emily Post Institute; Etiquette’s Home on the Web. <http://www.emilypost.com/business/index. Klaus, Peggy. The Hard Truth About Soft Skills; Workplace Lessons Smart People Wish They Had Learned Sooner. New York: Harper Collins Publishers, 2007 Half, Robert. Business Etiquette: The New Rules in the Digital Age, References

30. If you would like a copy of the presentation, please e-mail me: p_kirkley@southwesterncc.edu. Thank You for Coming!

31. Career Success (by TIM DRAKE, CEO, DRAKE) Test Your Office Savvy