Office Administration

1. Office Administration Chapter 12: Business Etiquette

2. Business Attire • Personal appearance should be neat, clean and professional • Conservative business attire with men wearing suits and ties and women wearing suits or dresses • Casual business attire does not mean jeans and sneakers • Use of some types of jewelry may interfere with your appearance on the job

3. Introductions, Greetings, and Language • Introduce yourself by standing up, smiling, moving toward the person, and extending your right hand • A handshake is an acceptable physical greeting, should be firm and not overpowering • The language of business is often English, be patient when it is not a person’s everyday language

4. Networking and Business Cards • To network, circulate among people and introduce yourself, learn about each person you meet • Present business cards at the end of a conversation or introduction, be courteous and tactful • When receiving a business card, look at it and then the person to make a connection later

5. Workplace Etiquette • Greet coworkers in passing, use acceptable terms • It is rude not to greet others when you enter an office • Be aware of the company culture • Share recognition with others on a team project • Never take credit for work done by others

6. Respecting Personal Space • As a guest, respect the other person’s privacy • Don’t take over their desk • Make an appointment and be punctual • As a host, greet the visitor and make him or her feel welcome • As a co-worker, show respect and courtesy, use “please” and “thank you”

7. Communication Etiquette • Telephone etiquette should demonstrate courtesy, it is obvious to the person on the other end of the phone • Electronic communication should be used effectively • Cellular phones, e-mail, fax, and others • Business meetings allow you to make a positive impression, watch what is said and nonverbals

8. Meal Functions • Breakfast is for urgent meetings, reviewing an event, or convenience, last 45 minutes–1 hour • Lunch meetings can last up to two hours, entertain clients or establish contacts, meeting begins once appetizer is served • Afternoon tea to get better acquainted with someone, healthy alternative to cocktails • Business dinners develop and solidify existing relationships, two hours, meeting before second drink arrives • Business brunch might be for out-of-town contacts

9. Paying the Bill and Tipping • If you invite the client, you pay • Make arrangements with the manager ahead of time regarding payment • Emphasize the company is paying • Tipping is earned for good service, usually 15% • Additional service charge may be added for larger groups

10. Dining Etiquette • Arrive promptly at invited time, a few minutes late is acceptable if there is a cocktail period • Place settings are complete, work toward the plate with the silverware • Begin eating when two people to your left and right have been served • Pass to the right, offer items to your immediate left • Some foods are “finger foods” • Follow the example set by the host

11. Giving and Receiving Gifts • Appropriate gifts include holidays, after a transaction has taken place, visiting an associate’s home, lunch or dinner out • Present them at appropriate times • Inappropriate gifts include questionable items for children, personal items (cologne, perfume, lingerie) • Acknowledge gifts you receive with a thank-you note

12. Tips for Working with Disabled • Use common sense and show security • Some tips include • Wait for an acceptance when offering assistance • Speak directly to the person • Offer to shake hands, identify yourself • Treat adults as adults • Don’t interfere with a wheel chair or guide dog • Speak and listen carefully

13. Etiquette for the Disabled • Wheelchair is considered an extension of the person using it, respect personal space • Visual impairment ranges from partial sight to complete blindness, offer assistance if you think it might be helpful • Hearing loss is very common, be observant and accommodate as necessary • Developmental disabilities may need your patience and understanding in the work place

14. International Etiquette • Eliminate stereotypes, they are generalizations that may not be true • Be aware of acceptable greetings for business associates (handshake, bow, eye contact) • Build relationships before conducting business • Language may be a barrier, be careful not to create confusion, watch use of nonverbal cues and gestures

15. Paying Attention • Time takes on new meanings in different cultures, be understanding of culture • Comfort zones or personal space varies from culture to culture, touch is also viewed differently • Working schedules and break times will vary • Holidays will vary from country to country, some places close for vacation times

16. Food Customs • Main meal time varies • Foods of choice will vary, choose things everyone will enjoy • Don’t ask about a food, taste it . . . politely refuse what you don’t want • Don’t offend the host • Religious beliefs may impact foods that are acceptable, be aware and avoid food that would offend them