Business Etiquette 101 Preparing Students for the Real World

2. The Agenda Career Preparation Creating a Resume and Cover Letter Interviewing Etiquette Social Etiquette Dining with Style and Grace Communicating with the Industry

3. Career Preparation

4. Why Prepare? It�s a jungle out there�.. Competition is strong, and the way we present ourselves is under closer examination more than ever before.

5. Preparing for Work Positive Thinking � start your preparation for work now, by developing a positive attitude about life Getting Started � Obtain literature, read books on career advice, find out who your local employers are Complete career awareness assessments to determine what you may be good at Leisure interests � activities and interests outside of your studies may help direct you into a career

6. Defining your Ideal Job Eight Factors to consider: Which skills do you want to use? What special knowledge do you have? What kind of people do you want to work with? What kind of work environment do you prefer? Where do you want your next job to be? How much money do you want to make? How much responsibility are you willing to accept? What things are important to you? Skills that are essential for the Hospitality Industry are: People Skills Communications The ability to motivate and lead people P & L Knowledge Food and Labor Cost Management Guest Service Skills that are essential for the Hospitality Industry are: People Skills Communications The ability to motivate and lead people P & L Knowledge Food and Labor Cost Management Guest Service

7. Starting out The Basics � the best jobs are obtained by those who plan, get themselves organized and then act. It takes time and practice. Vacation and part-time work � get work experience. Employers prefer someone who has positive work experience. Choosing your employer � select one that can provide a valuable learning experience. Tracking down the right job � approach jobs of interest regardless if an opening is available. start working with students as early as possible. Start working on a portfolio with the students. Utilize your time and find part time work. It will help you start securing a career path Don�t just take the first job that is offered. Make sure that the employer can offer more then just a job. Try to narrow your search to somewhere you would enjoy working at.start working with students as early as possible. Start working on a portfolio with the students. Utilize your time and find part time work. It will help you start securing a career path Don�t just take the first job that is offered. Make sure that the employer can offer more then just a job. Try to narrow your search to somewhere you would enjoy working at.

9. Creating a Powerful Resume and Cover Letter

10. Why is a Resume so Important? Organizes your thoughts Helps you recognize skills and interests Makes you feel good about yourself Markets your functional skills better Turns your education into a career reality Helps you achieve your goals 1. Puts everything on paper. Everything a prospective interviewer wants to know 2.You learn you have more skills then you think. We will look at BEFORE and AFTER Resumes to show how to bring out those skills and word them accordingly. 3. As you identify your skills and fully describe them, your confidence will go up. You will also be better prepared to talk about your skills in an interview. Most employers use resumes as a guide to ask you questions in an interview. If you have a weak resume you will most likely have a weak interview. 4.Functional skills can be used in several different jobs. For example, managing a drive-up window and staff at McDonalds requires departmental coordination and support. This describes a function or duty of managing a drive-up window. This same skill can be used in other positions. Instead of Drive-up Clerk, label it �Departmental Coordination and Support. 5.Your students top qualification will probably be their high school education. Therefore, they will need to fully describe and market their education and combine it with functional skills from past work experiences.1. Puts everything on paper. Everything a prospective interviewer wants to know 2.You learn you have more skills then you think. We will look at BEFORE and AFTER Resumes to show how to bring out those skills and word them accordingly. 3. As you identify your skills and fully describe them, your confidence will go up. You will also be better prepared to talk about your skills in an interview. Most employers use resumes as a guide to ask you questions in an interview. If you have a weak resume you will most likely have a weak interview. 4.Functional skills can be used in several different jobs. For example, managing a drive-up window and staff at McDonalds requires departmental coordination and support. This describes a function or duty of managing a drive-up window. This same skill can be used in other positions. Instead of Drive-up Clerk, label it �Departmental Coordination and Support. 5.Your students top qualification will probably be their high school education. Therefore, they will need to fully describe and market their education and combine it with functional skills from past work experiences.

11. What Can a Resume Help You Do? Apply for summer and part-time jobs Apply for colleges and for scholarships Apply for internships Find mentors Get references Apply for community service Distribute at job fairs Network Use a resume for more then just a part of a job search and interview process Use as a leave behind if manager is not available. Shows you are prepared and professional Use a resume for more then just a part of a job search and interview process Use as a leave behind if manager is not available. Shows you are prepared and professional

12. Creating your Resume Your Contact Information Your Goal or Objective Education and Academics Skills Honors and Awards Activities Workshops, Seminars and Related Programs Internships, Work-Study Programs and Tech Prep Programs Service-Learning and Volunteer Experiences Work Experience

14. Cover Letter Goals Makes employers want to look at your resume Gets potential employers interested in you Impresses them with your experience and skills related to a job opening Shows your interest in their company and customers Shows that you are dependable, professional and determined Asks for an interview or indicates the job seeker�s follow-up plan Handouts: Sample Cover Letters Handouts: Sample Cover Letters

15. Creating The Cover Letter Your Name & Address Date Contact Person�s Name & Address Salutation Opening Paragraph Middle Paragraphs Contact Information and Closing

16. Opening Paragraph (Attention and Interest) Classified Advertisement I read your advertisement in the Chicago Tribune for a Hostess on Sept. 28, 2002 Unsolicited Mailing I would like to apply for a position as a Hostess with Prime Rib Depot. I am seeking a summer position where I can use my communications skills and work with the public. The Internet I am sending my enclosed resume as an application for the Hostess position with your company. I found the opening listed on your Web site. I am seeking a position where I can use my communications skills and work with the public. Referral I was referred to you by Mike Thomas, who is my neighbor. He tells me that you frequently hire dependable, hard working high school seniors at your restaurant. Currently, I am seeking a summer internship where I can use my communications skills and work with the public.

17. The Middle Paragraphs (Desire) #1 - Summary of your background and critical skills (hard skills) to show you are a match for the position. As my resume indicates, I am active in the culinary arts program and the school caf� at my high school. I recently was the silver medal winner at the state Student Invitational. I maintain a 3.0 average and worked 10 hours per week during the school year. #2 � A persuasive paragraph with a few soft skills. If you are seeking a dependable, hard-working, and friendly young person to work as a hostess for the summer, I would like to be considered.

19. Netiquette Problem with e-mail is that your tone can easily be misunderstood Always read your email before it goes out. Don�t forget the rules of spelling and grammar. Never omit a greeting and/or closing. Never use ALL CAPITALS. Handout: The Do�s and Don�ts of Email job seeking. Handout: The Do�s and Don�ts of Email job seeking.

20. Interviewing Etiquette

21. The Perfect Candidate A complete application Personal appearance Answering questions completely Consistent work attendance Positive attitude and behavior Good interpersonal relations Completing tasks efficiently What do employers look for? Your Image Are you results oriented Your enthusiasm People Development Skills Your Career Path Your Values Your Follow Through Skills Leadership Are You �hands-on� or not Your preparationWhat do employers look for? Your Image Are you results oriented Your enthusiasm People Development Skills Your Career Path Your Values Your Follow Through Skills Leadership Are You �hands-on� or not Your preparation

22. Pre-Interviewing Courtesies Acknowledge your acceptance Do your homework on the company Prepare your questions Make sure you know how to get to the interview location Coordinate your wardrobe and portfolio Look your best Be 10 minutes early Briefcase: Bring several extra resumes and a list of references, An industry magazine or company literature, Paper and pen, Business cards, Breath mints.Briefcase: Bring several extra resumes and a list of references, An industry magazine or company literature, Paper and pen, Business cards, Breath mints.

23. Making a good �First Impression� The way you dress is the single biggest nonverbal communication you make about yourself Your dress conveys success, trustworthiness, intelligence and suitability Lean towards the conservative side of style Avoid loud colors and printed fabrics Make sure your clothes are nicely pressed Bring an extra tie, shirt or pantyhose just in case Making a first impression is human nature Making a first impression is human nature

25. Clothing Tips for Men Conservative 2-piece dark suit, navy blue or medium to dark gray Long sleeved blue or white shirt Silk tie complementing in color or style Black dress socks Dark polished shoes and matching belt Jewelry � No bracelets, earrings or large rings

27. Clothing Tips for Women Dark conservative suit - two piece 1 or 2 button jacket and knee length skirt White or light colored long sleeved blouse that is not low cut or sheer Black well polished shoes with 1 to 1� inch heels Natural tone or sheer black pantyhose Limited conservative jewelry

29. Body Language Do�s Make frequent eye contact Smile Take notes Smile Nod frequently Smile Keep your hands out of your pocket Don�ts Slouch Cross you arms Tap your feet Clear your throat repeatedly Bite your lips or nails Refer to the handout � Interview do�s and don�ts Refer to the handout � Interview do�s and don�ts

30. The Interview The Application The Greetings � the handshake, the names The Chit � Chat The Core � the interviewing questions The Questions - Have your questions ready! The Close � What happens next? Refer to the hand out � �Questions to ANSWER during an interview� Refer to the hand out � �Questions to ASK during an interview� Refer to the hand out � �Questions to ANSWER during an interview� Refer to the hand out � �Questions to ASK during an interview�

32. Filling out an Application Form Follow directions Don�t leave any blanks Be neat Be prepared Provide positive information about yourself Avoid negative information about yourself Why do we fill out an application? Tells the employer about you It is used as a screening device Show clip from the video. Classroom activity � A Place to StartWhy do we fill out an application? Tells the employer about you It is used as a screening device Show clip from the video. Classroom activity � A Place to Start

33. Post Interview Ask for their business card Reflect on how your interview went Write down important discussion points Write a thank you letter Follow up with a phone call

34. Social Etiquette

35. Meeting and Greeting Who introduces who? Traditionally, a man is always introduced to a woman. Not necessarily in business. Highest person of rank is mentioned first. Remember: �Big, may I introduce Small.� A younger person is always introduced to an older person. It is helpful to include the persons title. Always state your name. Being able to introduce people and explain who they are makes everyone feel comfortable. Always state your name � A person who states their name clearly right up front is saying to the world, I am _________ and I am proud, confident and honest. The ability to confidently introduce yourself or others demonstrates that you are at ease and in control. Being able to introduce people and explain who they are makes everyone feel comfortable. Always state your name � A person who states their name clearly right up front is saying to the world, I am _________ and I am proud, confident and honest. The ability to confidently introduce yourself or others demonstrates that you are at ease and in control.

36. Tricks for remembering names Repeat the person�s name a few times to yourself after you�re introduced Use the person�s name immediately in the conversation after an introduction Immediately introduce that new person to someone else you know Jot down the person�s name People like it when you remember their names. Practice this skill. If you forget someone�s name, it is OK to ask them to repeat it. Say, �I'm sorry, I have forgotten your name.� It happens to everyone.People like it when you remember their names. Practice this skill. If you forget someone�s name, it is OK to ask them to repeat it. Say, �I'm sorry, I have forgotten your name.� It happens to everyone.

38. The Pull-In This person holds on to your hand to pull you closer or direct you through a door or toward a chair. This is a somewhat manipulative handshake. Because this type of person is a controller who what things done a certain way, he or she may not be a good team player. If the organizations goals conflict with this persons goals, there will be a problem.This person holds on to your hand to pull you closer or direct you through a door or toward a chair. This is a somewhat manipulative handshake. Because this type of person is a controller who what things done a certain way, he or she may not be a good team player. If the organizations goals conflict with this persons goals, there will be a problem.

39. The Two-Handed Shake The higher the left hand, the greater the manipulation and control. This is a favorite handshake of politicians, because it implies a quick sincerity and intimacy. This person is trying to sell you something that is not really there e.g.. �We�re great buddies.� The �used car salesman� handshake.The higher the left hand, the greater the manipulation and control. This is a favorite handshake of politicians, because it implies a quick sincerity and intimacy. This person is trying to sell you something that is not really there e.g.. �We�re great buddies.� The �used car salesman� handshake.

40. The Topper The dominant party in this handshake is palm facing down. Like a winner of a wrestling match, the hand on the top is clearly in control. This handshake says, �I�m in charge, I�m the Boss.� It tends to be the handshake of the conventional boss or manager who manages through control.The dominant party in this handshake is palm facing down. Like a winner of a wrestling match, the hand on the top is clearly in control. This handshake says, �I�m in charge, I�m the Boss.� It tends to be the handshake of the conventional boss or manager who manages through control.

41. The Finger Squeeze Used to keep someone at a comfortable distance. This kind of handshake will hurt your hand. This is a very insecure person who equates brute strength with personal power. They use their hands as weapons to dominate and overpower people.Used to keep someone at a comfortable distance. This kind of handshake will hurt your hand. This is a very insecure person who equates brute strength with personal power. They use their hands as weapons to dominate and overpower people.

42. The Bone Crusher

43. The Palm Pinch Usually given by a woman who hasn�t learned how to shake hands properly or has a fear of intimacy. This person will tend not to be very good at interpersonal skills.Usually given by a woman who hasn�t learned how to shake hands properly or has a fear of intimacy. This person will tend not to be very good at interpersonal skills.

44. The Limp Fish Tends to drain you energy. This person tends to be somewhat passive or apathetic. This type will usually be better with computers, machines and information than with people. The limp fish probably won�t have the energy and interest necessary to be in a managerial position.Tends to drain you energy. This person tends to be somewhat passive or apathetic. This type will usually be better with computers, machines and information than with people. The limp fish probably won�t have the energy and interest necessary to be in a managerial position.

45. The Proper Handshake Firm, but not bone-crushing Lasts about 3 seconds May be "pumped" once or twice from the elbow Is released after the shake, even if the introduction continues Includes good eye contact with the other person Hold your drink in your left hand to avoid a cold, wet handshake Always remember to stand so that you are at eye level. Women as well. Good eye contact is a sign of honesty and confidence. Smile, who wants to talk to unhappy people? Don�t forget to wear name badges on the right shoulder. If wearing a name badge, wear it on your right shoulder.Always remember to stand so that you are at eye level. Women as well. Good eye contact is a sign of honesty and confidence. Smile, who wants to talk to unhappy people? Don�t forget to wear name badges on the right shoulder. If wearing a name badge, wear it on your right shoulder.

47. What is Diversity? Diversity refers to all our differences. Diversity is a fact of life. The workplace has changed Everyone is different then you. Diversity refers to all our differences. Diversity is a fact of life. The workplace has changed Everyone is different then you.

49. Age Race Ethnicity Culture Gender Sexual Orientation Marital status Physical status Economic class Education Religion Political Ideology 85% of workforce will be women and minorities 61% women in the workforce 140 different languages spoken in the US 14% of our population speak a different language at home and work 43 million people are physically or mentally challenged85% of workforce will be women and minorities 61% women in the workforce 140 different languages spoken in the US 14% of our population speak a different language at home and work 43 million people are physically or mentally challenged

50. Conflict in the Workplace Stereotyping Disrespect Generalizations Lack of Awareness Stereotyping - Making a blanket generalization about a group of people based on limited experience. Disrespect � Degrading others by accepting their wishes We may not necessarily like or agree with everyone, you just need to respect them Generalizations � Not getting the big picture Look at what the govnmt is telling us. We are told to be on high alert, but to live our lives normally Be patriotic, but don�t discriminate Everyone with Middle Eastern characteristics is not a terrorist, but they could be. Stereotyping - Making a blanket generalization about a group of people based on limited experience. Disrespect � Degrading others by accepting their wishes We may not necessarily like or agree with everyone, you just need to respect them Generalizations � Not getting the big picture Look at what the govnmt is telling us. We are told to be on high alert, but to live our lives normally Be patriotic, but don�t discriminate Everyone with Middle Eastern characteristics is not a terrorist, but they could be.

51. Benefits of being Culturally Sensitive People respect you Less conflict Problems are easily solved Business is more successful � meaning more job security

52. Asian Cultures Japanese The bow symbolizes respect and humility The �ok� sign is a symbol for money The business card � treat it with respect Very punctual. It is rude to be late to a business meeting. Chinese Opening a gift in front of the giver signifies the gift is more important than the giver The triangle is considered a negative shape Thai Never touch the head or pass an object over the head � the head is considered sacred in Thailand Never cross your legs in the presence of an older person

53. European and African Cultures In Great Britain, the napkin is a child�s diaper. They call it the Serviette. In France, the �ok� sign means zero In Germany, first names are seldom used when doing business In Germany, gifts are rarely exchanged and are usually not appropriate The number 7 is considered bad luck in Kenya and good luck in Czech Republic In Bulgaria, a nod means �no� and shaking you head means �yes� In some African countries, the color red represents witchcraft and death

54. Middle Eastern Cultures Never, never eat with your left hand Never sit in a position that displays the sole of your foot to an Arab, especially women Never ask a businessman about his wife or other female members of his family Famous for their hospitality. The coffee ritual. -The left hand is used by Arabs to clean themselves after using the restroom. -This is considered to be a very serious insult. -It is a male dominated society. A son may be mentioned. -The coffee ritual � They will serve a variety of coffee, one much stronger and thicker then US and is served in handless cups. You must accept the first cup. Refusing is an insult. Slurping is a sign of enjoyment. If you want a second, you must have a third. 2 cups is superstitiously not done. -The left hand is used by Arabs to clean themselves after using the restroom. -This is considered to be a very serious insult. -It is a male dominated society. A son may be mentioned. -The coffee ritual � They will serve a variety of coffee, one much stronger and thicker then US and is served in handless cups. You must accept the first cup. Refusing is an insult. Slurping is a sign of enjoyment. If you want a second, you must have a third. 2 cups is superstitiously not done.

55. South America Much more relaxed attitude toward time In Brazil, the �A-OK� gesture means �up yours� (to be polite)

56. Respecting Gender and Sexual Differences Best Rule of thumb - Never make jokes or snide remarks about gender or sexual preference What people do in their private lives is exactly that : Private

57. Respecting Physical Differences Don�t stare or avert your gaze Avoid using words such as �handicapped�, �crippled� and �invalid� Avoid using �healthy� and �normal� to refer to those without disabilities Talk to everyone in a medium tone of voice Helping someone is discouraged, unless given permission to do so Say �Tom has epilepsy� instead of �The epileptic guy? His name is Tom.� Don�t talk to loud to anyone with a disability. People who have disabilities are not incompetent. If you are asked to help, ask how to help. Say �Tom has epilepsy� instead of �The epileptic guy? His name is Tom.� Don�t talk to loud to anyone with a disability. People who have disabilities are not incompetent. If you are asked to help, ask how to help.

58. Dining with Style and Grace

62. Flatware is laid from the outside in, the utensil needed for each course being the most accessible. Spoons and knives go on the right because most people are right handed. Back in the Middle Ages � knives blade in � indicating goodwill knives blade out � at war with the neighbor. A warning indicating swift retaliation Desert utensils over the plate � spoon handle facing right and fork handle facing left. Fruit saucer to the left � not pictured Coffee or tea cup and saucer, if served with the meal, set to the right of the place setting with spoon behind the cup and handle at a 4:00 position. Glasses on the right � DRink (DR stands for drinks right) Food is served from the left and cleared from the right. That is why glasses are on the right. Eating bread and butter � take some butter and place it on your butter plate Break off piece of bread or slice it Tear off a bite size piece, butter it and eat it American way of using knife and fork Cut with fork tines toward you. Cut meat. Place knife on the plate, not touching the tablecloth. Switch hands with meat on fork. Eat. European Same except you do not switch hands. Flatware is laid from the outside in, the utensil needed for each course being the most accessible. Spoons and knives go on the right because most people are right handed. Back in the Middle Ages � knives blade in � indicating goodwill knives blade out � at war with the neighbor. A warning indicating swift retaliation Desert utensils over the plate � spoon handle facing right and fork handle facing left. Fruit saucer to the left � not pictured Coffee or tea cup and saucer, if served with the meal, set to the right of the place setting with spoon behind the cup and handle at a 4:00 position. Glasses on the right � DRink (DR stands for drinks right) Food is served from the left and cleared from the right. That is why glasses are on the right. Eating bread and butter � take some butter and place it on your butter plate Break off piece of bread or slice it Tear off a bite size piece, butter it and eat it American way of using knife and fork Cut with fork tines toward you. Cut meat. Place knife on the plate, not touching the tablecloth. Switch hands with meat on fork. Eat. European Same except you do not switch hands.

63. Getting Seated Men should pull out a chair for a woman. However, the server most likely will pull the chair out for the woman. If you are with a group, follow the host/hostess lead. Sit when they sit. Napkin Use Meal begins when the host unfolds their napkin Place napkin on your lap. Fold dinner napkin in half. If you need to leave the table, place napkin on the chair indicating that you are returning. The host will signal the end of the meal by placing their napkin on the table. Follow by placing yours neatly to the left of the plate. Do not refold the napkin or wad it up. Ordering from the menu Ask the server about items you are uncertain about. Women are usually asked for their orders first. Do not order the most expensive item or two courses unless suggested by the host/hostess Minding your posture Sit up at the table. Do not support yourself with your forearms or elbows. Do not fidget at the table. Getting Seated Men should pull out a chair for a woman. However, the server most likely will pull the chair out for the woman. If you are with a group, follow the host/hostess lead. Sit when they sit. Napkin Use Meal begins when the host unfolds their napkin Place napkin on your lap. Fold dinner napkin in half. If you need to leave the table, place napkin on the chair indicating that you are returning. The host will signal the end of the meal by placing their napkin on the table. Follow by placing yours neatly to the left of the plate. Do not refold the napkin or wad it up. Ordering from the menu Ask the server about items you are uncertain about. Women are usually asked for their orders first. Do not order the most expensive item or two courses unless suggested by the host/hostess Minding your posture Sit up at the table. Do not support yourself with your forearms or elbows. Do not fidget at the table.

65. Working with Your Local Restaurant Managers

66. Use your business etiquette skills Managers are usually very busy during lunch, so try to call mid-morning or mid- afternoon Call the manager and schedule a time to visit him/her at their restaurant Be early Bring competency checklist, ProStart program materials and student photos Know your state child labor laws Keep your visit brief and to the point

67. What else? Invite the manager to your classroom to talk to your students Ask if they would provide a field trip experience for your class Invite local managers to see your students in action (Class caf� or restaurant) Ask businesses for equipment donations

68. Good Luck!Any Questions?