Professional Etiquette

1. ProfessionalEtiquette The written and unwritten rules of etiquette as it relates to your career and professional image.

2. Etiquette Road Map • What is Professional Etiquette? • Relationships in Business • Career Limiting Behaviors • Breaking Habits • Office Gossip • Generational Gap • Dress for Success • Meeting Etiquette • Interview Etiquette • Professional Image • Meet and Greet Etiquette • Communication Etiquette (Correspondence, Email, Phone) • People Etiquette • Dining Etiquette • Open Discussion/Q&A

3. What is Professional Etiquette? • Professional Etiquette = socially-accepted code governing ethical behavior in regard to professional practice and presentation. • You never have to choose between being in Fellowship OR Professional mode. You have to define and always exhibit a balanced sense of professionalism and simultaneously and separately define and exhibit a sense of fellowship. • Professionalism does not mean being too serious/boring • Fellowship does not mean being fun/casual/sweet • Fellowship does mean being honest, selfless, kind, caring, patient, forgiving, reliable, trustworthy, and respectful. • Professionalism does mean being sincere, self-motivated, inventive, goal-oriented, humble, reliable, self-aware, appropriate, respectful, timely, ethical, charming, and charismatic. • A DKA member is always in Fellowship and Professional mode.

4. Relationships in Business • People work with other people. You cannot avoid collaboration. • We want to do business with people we know, like, trust, and respect. • Relationships are hard work and demand attention. • Make a positive and genuine connection to your co-workers and business associates. • Ask, “How are you?” and really mean it. Ask about family, friends, hobbies, vacations, etc. (not just movies). • Listen and remember details. • Maintain suitable eye contact. • Keep your language appropriate to the environment and person. • Join in work activities, fundraisers, and events. • Send thank you notes or letters. • Never introduce yourself by your title.

5. Career Limiting Behavior: Breaking Habits • Poor Time Management • Prioritize • Learn to say “no” • Ignoring your Career • Take on a high profile project • Increase your internal network • Find a mentor • Learn Quickly & Share Knowledge • Not Responding to Requests • Ask for help. • Communicate that you can’t meet the deadline, or take care of it. • Lack of Follow Up/Follow Through • Create a project plan • Publish Progress • Failure to Follow Instructions • Don’t skim, read for understanding • Pay attention to details before submitting projects • Downplaying Executive Presence • Dress for the next position • Adjust your verbal and body language • Never assume you are on a first name basis

6. Career Limiting Behavior: Breaking Habits • Unreliability. - Stick to your commitments • “It’s not my job” Attitude • Procrastination • Resistance to Change • Negative Attitude • Distracted by Phone, Watch, or acting as if not interested. – Engage! And most importantly, LISTEN.

7. Career Limiting Behavior: Office Gossip • It is important to distance yourself from office gossip and participating in ‘the grapevine’. • Be able to identify what is rumor and gossip. Be certain to have the facts before sharing information with others. • When someone tries to share gossip with you, you can: • Walk away. • Change the subject. • Directly state, "I'm not comfortable talking about __________.”

8. Career Limiting Behavior: Generational Gap Perception: • Entitlement • Declining Work Ethic • Less Respect for Authority • Work Independently Reality: • Global and competitive market = willingness to change careers for better opportunities • Focus, Finish and Leave (Value Work/Life) • Desire to know “Why” when asked to complete a task • Technology driven Embrace Generational differences. Meet in the middle.

9. Dress for Success Special Event? It’s OK to ask what to wear. Dress for the job you want, not the one you have… Don’t be afraid to ask for guidance. Return on Investment? Buy an iron.

10. Business Meeting Etiquette • Host should send a planned agenda ahead of time with clear objectives. • Start and stop on time. Don’t wait for latecomers. • Always have your calendar, notebook, and pen. • Meetings should be focused on topics related to overall strategies. • Avoid “you” talk. • Allow all participants to be involved. Encourage participation. • Encourage challenge. This is where the best ideas arise.

11. Interview Etiquette • Never ‘wing it’ Learn all that you can about the position. Be prepared to share what you can do for the organization, and how you can make a difference. • Arrive early (15-20 minutes). “If you’re not early, you’re late” • Be courteous to the receptionist or assistant. Give your name, appointment time, and business card (if applicable). • Use good posture. • Avoid using first names, unless the interviewer is familiar. • Listen carefully and learn. Smile and be yourself. • Relate your qualifications and your desire to do a good job. • Do not initiate discussion about salary or benefits. • Send a handwritten follow up thank-you note.

12. Professional Image • You only get one first impression and that first visual impression is incredibly important, as it not only lasts, but can skew any further impressions you make. • A.B.C.’s of Image: • Appearance • Color, wardrobe, grooming • Behavior • Etiquette, civility, attitude • Communication • Verbal, nonverbal, written • Treat every employee and person with the same respect. • Always be impeccably clean. • Tattoos and piercings should be concealed until you are aware of the company culture. • Show confidence, attentiveness, and enthusiasm through excellent posture. • Present a positive, open, and friendly expression – smile often!

13. Meet and Greet Etiquette • Handshake: entire hand, web-to-web, shake lightly, and release. • Know whom to introduce first. • Junior to senior • Fellow worker to client • Eliminate slang/jargon from your vocabulary. • Always on time, always organized, always ready. • Never introduce yourself by your title. • Name tags on your right shoulder. • Keep your right hand free in case more people join. • Maintain eye contact (do not scan the room when in a conversation). • Always have a supply of business cards. • NEVER turn down an offered business card. Take time to look at received card.

14. Meet and Greet Etiquette • When making a positive first impression: • 1. Determine audience • 2. Identify their expectations • 3. Establish objectives • 4, Dress, behave, and communication in a way that reflects audience expectations • Always use last names with customers unless they are about your age and rank. • Hone your small talk skills so you’re comfortable and confident enough to approach a stranger. • Know what’s going on in the industry. Be able to give opinions and ask informed questions. • Ask people what they think about current issues, or even better, ask them about themselves.

15. Meet and Greet Etiquette • At a Work Party or Social Event: • Don’t let the casual setting lull you into a level of unprofessionalism in behavior, consumption, or dress. • Participate enthusiastically. • Use this opportunity to meet people you don’t know (do not just spend time with friends). • Move toward friendly faces or already formed group. • If someone enters your group, greet them and make introductions. • Be sure to send a handwritten thank you note to your host(s) within 24 hours. • Go to food table first—easiest place to start conversations • Stand in middle of room or near food table, stay away from walls. • Don’t overindulge with alcohol.

16. Correspondence (Mail) Etiquette • Every written invitation gets a response unless it asks for money. • Respond within 1 week. • Send “Thank you” letters. • Follow directions for response. • Special instructions (dress code) will be in lower corners. • Envelope will indicate if you may bring guest. • Always include a cover letter for written documents. • Sit on written documents for 24 hours (if possible).

17. E-mail Etiquette • E-mail only those people to whom your messages actually pertain to—don’t send mass or chain letters. • M-ake a point of responding to messages promptly (within 24 hours). • A-lways use spell-check and grammar check before sending messages—be brief and clear. • I-nclude your telephone number in your message. • L-earn that e-mail should be used for business rather than personal use—do not send anything you would not want to see in public.

18. Telephone Etiquette • With unknown numbers, answer the phone with your name and company (or department). • When placing calls, include your name and company or department almost immediately when phone is answered. • Speak clearly and at a regular speed. • State the purpose of your call. • Only use speakerphone for conference calls (and start off-conference and then switch to conference with permission). • Always smile when using the phone (it makes a difference). • Judge your audience before making small talk. • Say please and thank you. • Return your calls.

19. Voicemail / Mobile Phone Use • Realize proper usage of mobile phones in business. • Understand how to leave an adequate voice message. • Check and return messages frequently and on a daily basis. • Avoid using in a restaurant, movie, waiting room, or meeting. • Limit your conversation when in close quarters. • Do not speak so loud that other people can hear or feel like they are part of your conversation. • Do not give out your credit card number unless you are certain who you are on the phone with. • DO NOT text or talk on the phone when driving (unless you talk with a hands-free headset or ask a passenger to text for you).

20. ‘People’ Etiquette • Relationship: The state of being mutually interested. Reverence or respect for another. To be involved, concerned. • Maintain a database of personal knowledge on individuals in which you want to follow up or cultivate a relationship (children’s names, birthdays, etc.) • Communicate openly. Communicate ideas and requests clearly. • Conversational taboos: Tasteless jokes, politics, religion, finances, family tragedy, health, life’s disappointments… • Safe topics: Sports, Cultural events, food and local attractions, books, movies, vacation ideas… • Being late regularly shows selfish and disrespectful behavior.

21. Dining Etiquette • Immediately place napkin in your lap. • For silverware, work your way from the outside in, towards the plate. • Wait for everyone to receive their food before eating. • Pass condiments to the right. • Once used, do not place silverware on the table. • When cutting, only cut a small amount at a time. • When you are finished, place the silverware at 5 o’clock/10’oclock as pictured. A. Napkin B. Salad Fork C. Dinner Fork D. Fish Fork E. Soup Bowl F. Soup Plate G. Dinner Plate H. Dinner Knife I. Fish Knife J. Soup Spoon K. Bread Plate L. Butter Knife M. Dessert Spoon N. Dessert Fork O. Water Goblet P. Red Wine Glass Q. White Wine Glass • General Dining Etiquette: • Nurture your personal/social relationship during dinner. • Wait till dessert and/or coffee to discuss business.

22. Discussion. Q&A.