CBP Program – Business Etiquette

1. CBP Program – Business Etiquette Module 2: Greeting and Introductions

2. Module 2: Greeting and Introductions Objectives: • Recommend guidelines for meeting people as a receptionist in an office • Understand the key essentials that an effective greeting should communicate • Describe the components of an effective greeting • Demonstrate the correct protocol for shaking hands • Demonstrate the correct protocol for introductions • Describe etiquette guidelines for handling various introductory scenarios • Demonstrate the correct protocol for addressing individuals

3. Introduction How we greet people can make a lasting impression in the mind of a client, not only of the individual, but of the organization as a whole. Good business etiquette guides us through the standards for meeting and greeting people in the work place.

4. Guidelines for Receptionists The receptionist is the front line staff of any organization, so he/she has a great responsibility: Making a great first impression …which is not always easy! Guidelines when greeting people as a receptionist: • Always have a pen and notepad nearby • Be familiar with your organization • Smile! • Greet the person warmly and avoid using their first names • Do not keep people waiting for long periods • If you are on the phone when someone walks in, make eye contact and indicate you will be with them shortly

5. Guidelines for Receptionists continued… More Guidelines when greeting people as a receptionist: • If they must wait, usher them to the seat and indicate to them the situation • Be hospitable • Update the person regularly • Pass the appropriate on the contact within the company • Refer to the person by name • Accompany the person to their destination, or make sure clear directions are given to the visitor

6. Making Introductions and Greeting People • A greeting sends a clear picture about what we think about someone • A good greeting manner is the foundation for positive business interactions Key essentials that an effective greeting should communicate: • A feeling of warmth • A feeling of respect • A feeling of acceptance • A feeling of value and importance

7. Making Introductions and Greeting People continued… Informal Greetings • You may address certain co-workers and friends by saying “Good morning,” “Hi”, “Hello”, with a pleasant smile • In a business seminar, all we need to do is nod or wave at the person Formal Greetings • Formal greetings are used in business environments, first contact scenarios, greeting superiors • They include a handshake an pleasant verbal exchanges • The formal greeting is represented by choice of words, tone of voice, and body posture.

8. Greeting Components A Smile • A smile is an important component in all greetings • You should smile naturally and sincerely during the greeting to create a relax environment, and gives a feeling of warmth and acceptance. • Remember to smile, even if you are on the phone Body Language and Eye Contact • Your body language should be respectful, confident, and relaxed • You should make natural eye contact

9. Greeting Components continued… Choice of Words • Use the right words when greeting, ex. ”Hello, Mr. Richards”, “A pleasure to meet you, Mr. Richards”, or “Good Morning, Ms. Emile” Tone of Voice • Your tone of voice should be deliberate and communicate professionalism Handshake • A handshake should make an individual feel welcomed and appreciated

10. The Protocol of Shaking Hands • When introduced to someone, you should always stand and shake hands and make eye contact • The handshake is a physical greeting that should communicate trust, confidence, competence, and respect • The handshake should not be too firm, or too loose, and should not linger

11. The Protocol of Shaking Hands continued… Some situations in which you should shake hands are: • When meeting a person for the first time, or saying good-bye • When renewing acquaintances • When greeting host or hostess • When being introduced to someone • When ending a transaction, or leaving a business or social event • When it is culturally acceptable

12. The Protocol of Shaking Hands continued… Guidelines for a formal handshake: • Extend a firm, warm, and friendly handshake • Grip the hand so that the web of the hands meet, and pump firmly from the elbow • Extend your right hand and hold for only a few seconds or until the other person relaxes his/her grip • Stand up to shake hands unless its inconvenient or you need to quickly greet someone • Gloves should be removed • If you extend your hand and the other person doesn’t respond, casually lower your hand and continue talking Remember, not everyone is comfortable shaking hands for personal or cultural reasons.

13. Introductions • The purpose of introductions is to convey names, titles and positions, and to create an environment for relationship building. • Generally, the person who is mentioned first in the introduction is provided a degree of prominence so you must make sure you display the proper sequence for introductions In making introductions, observe the following: • One person is always introduced to another by saying the name of the person to whom the other is being introduced. • Look at the person to whom you are making the introduction then turn to the other person as you complete the introduction • Pronounce names and titles carefully • Leave to each person the suggestion of the use of his/her first name

14. Introductions continued… In making introductions, observe the following continued…: • Make the introduction including job positions. Ex. “Ms. Steele, I would like you to meet the President of Sales for Andrews Communications, Ms. Neale. Ms. Neale, I would like to introduce Ms. Steele” (you may also include title) • Speak clearly with a pleasant voice • If you forgot someone’s name, look at their name tag, or pause for that person to introduce him/herself. Or just say, “I am sorry, your name has slipped my memory.” • If you miss pronounce a name, simply apologize and ask for the right pronunciation

15. Introductory Scenarios • Use a friendly, relaxed manner when introducing people • Mention both the first and last names, and titles • Do not use first name with the following people, unless specifically requested to do so: • A superior in one’s business • A business client or customer • A person of higher rank • A professional person offering his/her service • An older person

16. Introductory Scenarios continued… Proper etiquette when handling different introductory scenarios: • The younger person/couple is introduced to the older person/couple • A man is introduced to a woman • A less important person is introduced to a more important person • An untitled person to a titled person • Use titles such as in the case of a doctor • For husband and wives with different names, introduce the wife first and give their full names • Apologize if you forgot someone’s name • Ask for the pronunciation if you are uncertain of how the name is pronounced • If you are introduced to someone and did not hear their name correctly, ask them to repeat it

17. Introductory Scenarios continued… What to do when you are introduced: • Listen carefully to the pronunciation • Respond politely • Don’t focus on the fact that someone mispronounced your name • If you didn’t understand a name, ask the person to restate it • Use the names that are introduced • If you address someone by the wrong name, apologize and continue the conversation • Allow everyone the opportunity to be introduced before conversing • Listen carefully to the conversational tone and adjust to accommodate the person (usually the person of eminence in the conversation is allowed to determine the tone)

18. Introductory Scenarios continued… What to do if someone forgets to introduce you • Don’t take it personally • Wait for a convenient time to introduce yourself • Don’t push your way into a conversation Introducing Yourself Say: “Hello, I am ________. I am the ________ with the Company ABC.”

19. Introducing Individuals The following are guidelines for addressing Men: • For a man with the name Richard Thomas, call him, “Mr. Richard Thomas” • For a son with that same name, call him, “Mr. Richard Thomas, Jr.” • For a man named after his father, “Mr. Richard Thomas, Jr.”, call him “Mr. Richard Thomas, III.” The following are guidelines for addressing Women: • “Miss is used to address an unmarried woman • “Ms.” can be used for an unmarried or married woman • A married woman may be addressed as: • “Ms. Judy Emile” • “Mrs. John Emile” (after her husband) • “Mrs. Judy Emile”

20. Introducing Individuals continued… • Sir and Madam may be used to address people with whom we are unfamiliar. • Esquire is used to address a lawyer or justice of the peace. Ex. “Richard Thomas, Esq.” • “Dr.” is always used to address medical doctors and who earned a Ph.D.”