This document provides etiquette tips for business communication and interactions. It discusses the importance of self-monitoring behavior, making a good first impression through confident communication, proper introductions and handshakes. Additional topics covered include small talk, avoiding conversation killers, appropriate language including disability and gender etiquette, and nonverbal communication cues like eye contact and body language. Workplace etiquette such as respecting personal space in shared office areas is also addressed.

1. “THE BUSINESS OF ETIQUETTE”
PREVIOUSLY TITLED “PLEASE DON’T TRIM YOUR TOENAILS
WHILE INTERVIEWING A POTENTIAL NEW HIRE”

2. SELF MONITORING
Today’s Word:
The ability to observe one’s behavior in the
moment and adjust behavior as needed

3. SELF MONITORING
Today’s Word:
The ability to observe one’s behavior in the
moment and adjust behavior as needed
High Self Monitor: Over Analyzes

4. SELF MONITORING
Today’s Word:
The ability to observe one’s behavior in the
moment and adjust behavior as needed
High Self Monitor: Over Analyzes
Low Self Monitor: Doesn’t Analyze Enough
We want to be somewhere in the middle!

5. Our Agenda
1 Communicating with Confidence

6. Our Agenda
1 Communicating with Confidence
2 At the Office

7. Our Agenda
1 Communicating with Confidence
2 At the Office
3 Using Technology

8. COMMUNICATING
WITH CONFIDENCE

9. FIRST
IMPRESSIONS

10. First Impressions are about
Preparation
Credibility
onfidence
C
Images from TLC’s What Not to Wear

11. THE HANDSHAKE

12. 1.When shaking hands, a man should wait for a
woman to extend her hand.
A.True
B.False

13. 1.When shaking hands, a man should wait for a
woman to extend her hand.
A.True
B.False

14. 2.You run into a colleague on the way to a
meeting and her right hand is in a cast. You
should:
A.Shake the cast
B.Offer your left hand
C.Give her a hug, instead

15. 2.You run into a colleague on the way to a
meeting and her right hand is in a cast. You
should:
A.Shake the cast
B.Offer your left hand
C.Give her a hug, instead

16. 3.The person with whom you are shaking hands
offers a few fingers, not a full shake. You should
A.Instruct them in the proper way to shake
hands
B.Force your hand into theirs and give it a good,
strong shake.
C.Roll with it and shake their fingers

17. 3.The person with whom you are shaking hands
offers a few fingers, not a full shake. You should
A.Instruct them in the proper way to shake
hands
B.Force your hand into theirs and give it a good,
strong shake.
C.Roll with it and shake their fingers

18. first move!
Make the

19. first move!
Make the
When you shake hands, make the flesh of your
hand that is between your thumb and your
index finger (forefinger) meet the flesh of the
same with the other person.

20. first move!
Make the
When you shake hands, make the flesh of your
hand that is between your thumb and your
index finger (forefinger) meet the flesh of the
same with the other person.
Use a medium grip; not too loose &
not too tight

21. first move!
Make the
When you shake hands, make the flesh of your
hand that is between your thumb and your
index finger (forefinger) meet the flesh of the
same with the other person.
Use a medium grip; not too loose &
not too tight
EYE CONTACT!!
Make

22. HELLO
my name is
INTRODUCTIONS

23. 4.The following is the proper introduction: “Ms.
Boss, I’d like you to meet our client, Mr.
Smith.”
A.True
B.False

24. 4.The following is the proper introduction: “Ms.
Boss, I’d like you to meet our client, Mr.
Smith.”
A.True
B.False

25. 5.If someone forgets to introduce you, it’s
appropriate to move on with the conversation
without saying anything.
A.True
B.False

26. 5.If someone forgets to introduce you, it’s
appropriate to move on with the conversation
without saying anything.
A.True
B.False

27. introduce them!
When someone joins the group,

28. introduce them!
When someone joins the group,
If appropriate, introduce yourself first

29. introduce them!
When someone joins the group,
If appropriate, introduce yourself first
When introducing more than one person,
introduce from most-important to least

30. introduce them!
When someone joins the group,
If appropriate, introduce yourself first
When introducing more than one person,
introduce from most-important to least
In social settings, don’t forget spouses and
significant others!

31. introduce yourself!
If someone forgets you,

32. introduce yourself!
If someone forgets you,
When being introduced, stand up to shake
hands

33. introduce yourself!
If someone forgets you,
When being introduced, stand up to shake
hands
Provide helpful information such as job
title, company name, etc.

34. REMEMBERING
NAMES

35. REMEMBERING
JIM
NAMES

36. 6.If you forget someone’s name, don’t worry about
it, just keep talking.
A.True
B.False

37. 6.If you forget someone’s name, don’t worry about
it, just keep talking.
A.True
B.False

38. 7.What should you do if you see someone at a
business event that you have met before, but
you can't remember their name?
A.Ignore the person
B.Introduce yourself, apologize for not
remembering their name but say where you
met them before
C.Introduce yourself and wing it
D.Try to find out the person's name from
others at the event and then introduce yourself

39. 7.What should you do if you see someone at a
business event that you have met before, but
you can't remember their name?
A.Ignore the person
B.Introduce yourself, apologize for not
remembering their name but say where you
met them before
C.Introduce yourself and wing it
D.Try to find out the person's name from
others at the event and then introduce yourself

40. 7.What should you do if you see someone at a
business event that you have met before, but
you can't remember their name?
A.Ignore the person
B.Introduce yourself, apologize for not
remembering their name but say where you
met them before
C.Introduce yourself and wing it
D.Try to find out the person's name from
others at the event and then introduce yourself

41. Picture it written on their forehead

42. Picture it written on their forehead
Create a mental filing system for names
and keep it updated with details

44. +

45. + + =

46. ht
rig
fW
Jef

47. Jef
fW
rig
ht
Oak Grove Mid
dle School Prin
cipal
Wife: Sandy
2 Kids: Forres
t & Jenny
Coaches socce
r

48. NOW PRACTICE YOUR
NAME RECALL SKILLS
See how much you can remember about each
person (but don’t write anything down!).
You’ll have a chance to see how much you
remember at the end of the presentation.

49. Alexander Craig
School Principal: Coronado HS
Graduated University of North
Texas
Married
Four Kids—3 girls, 1 boy
Hobbies: mountain biking, sings
in the church choir

50. Brad Stone
Assistant Superintendent of
Rock Ridge school district
Graduated from A&M
Married
Two Kids: both boys
Hobbies: Golf and fly fishing

51. Megan Nevis-Hall
Executive Assistant to the
superintendent of Katy ISD
Graduated UT San Antonio
LOVES UT football and
basketball
Ran track for UTSA
Married and expecting first child
Hobbies: scrap booking

52. Thomas Forrester
Facilities Director for
Montgomery ISD
Graduated U of Arkansas
Divorced
Two college aged children, one
at U of Arkansas and one at
OU
Loves Nascar

53. Amanda Price
Director of Operations for
Boyd and Company
Graduate of William and Mary
Single
Raises Boxers (dogs)
Hobbies: 4.0 tennis player

54. “So, you’re a
woman . . .”

55. “So, you’re a
woman . . .”
SMALL TALK

56. 8.Small talk is just another way to say
“unimportant blather about things that don’t
matter.”
A. True
B. False

57. 8.Small talk is just another way to say
“unimportant blather about things that don’t
matter.”
A. True
B. False

58. 9.You don’t really feel comfortable making small
talk, so you prepare a list of things to talk about
and spend the night working through your list.
Good plan?
A. Yes
B. No

59. 9.You don’t really feel comfortable making small
talk, so you prepare a list of things to talk about
and spend the night working through your list.
Good plan?
A. Yes
B. No

60. 10.It’s probably a good idea to stay away from
these topics when engaging in small talk . . .
A. Your Hobbies
B. Why you think Baptists are morally
superior to Methodists
C. That weird rash on your back
D.What your kids are doing this summer

61. 10.It’s probably a good idea to stay away from
these topics when engaging in small talk . . .
A. Your Hobbies
B. Why you think Baptists are morally
superior to Methodists
C. That weird rash on your back
D.What your kids are doing this summer

62. 10.It’s probably a good idea to stay away from
these topics when engaging in small talk . . .
A. Your Hobbies
B. Why you think Baptists are morally
superior to Methodists
C. That weird rash on your back
D.What your kids are doing this summer

63. first move!
Make the

64. first move!
Make the
Plan a conversation starter

65. first move!
Make the
Plan a conversation starter
Ask Open-Ended questions

66. first move!
Make the
Plan a conversation starter
Ask Open-Ended questions
Listen!

67. first move!
Make the
Plan a conversation starter
Ask Open-Ended questions
Listen!
Share and Share Alike

68. first move!
Make the
Plan a conversation starter
Ask Open-Ended questions
Listen!
Share and Share Alike
Remember a person’s favorite topic is: Themselves

69. CONVERSATION KILLERS

70. CONVERSATION KILLERS
“It’s all about me”

71. CONVERSATION KILLERS
“It’s all about me”
A.D.D. (Diagnosed or not)

72. CONVERSATION KILLERS
“It’s all about me”
A.D.D. (Diagnosed or not)
One-Upmanship

73. CONVERSATION KILLERS
“It’s all about me”
A.D.D. (Diagnosed or not)
One-Upmanship
Nosy Neighbor

74. CONVERSATION KILLERS
“It’s all about me”
A.D.D. (Diagnosed or not)
One-Upmanship
Nosy Neighbor
Over-Discloser

75. CONVERSATION KILLERS
“It’s all about me”
A.D.D. (Diagnosed or not)
One-Upmanship
Nosy Neighbor
Over-Discloser
Eddie the Expert

76. PROFANITY
AT WORK
%#$#&!!!

77. 11.Your boss recently started incorporating four-
letter words into his conversation with you.
Now, you can really be yourself and let the F-
Bombs fly!
A. True
B. False

78. 11.Your boss recently started incorporating four-
letter words into his conversation with you.
Now, you can really be yourself and let the F-
Bombs fly!
A. True
B. False

79. Consider the language choices of someone you
respect

80. Consider the language choices of someone you
respect
Consider the Nature of the Workplace

81. Consider the language choices of someone you
respect
Consider the Nature of the Workplace
Consider the Specific Audience

82. Consider the language choices of someone you
respect
Consider the Nature of the Workplace
Consider the Specific Audience
Swearing can create a sense of team but can also
offend others and create discord. Use carefully.

83. NONVERBAL
COMMUNICATION

84. 11.What percentage of the message you communicate
is conveyed through your appearance?
A.30%
B.55%
C.75%

85. 11.What percentage of the message you communicate
is conveyed through your appearance?
A.30%
B.55%
C.75%

86. 12.When two business people communicate, how
far apart should they stand?
A.15 Feet
B.7 Feet
C.3 Feet

87. 12.When two business people communicate, how
far apart should they stand?
A.15 Feet
B.7 Feet
C.3 Feet

88. Gestures

89. Gestures
Eye Contact

90. Gestures
Eye Contact
Posture

91. Gestures
=
Eye Contact
Posture
Vocalics

92. Gestures Interest Level
=
Eye Contact
Posture
Vocalics

93. Gestures Interest Level
=
Eye Contact Confidence
Posture
Vocalics

94. Gestures Interest Level
=
Eye Contact Confidence
Posture Feelings/Emotions
Vocalics

95. Gestures Interest Level
=
Eye Contact Confidence
Posture Feelings/Emotions
Vocalics Power

96. Pay Attention!

97. Pay Attention!
Clarify when there seems to be confusion

98. Pay Attention!
Clarify when there seems to be confusion
Mirror the other person

99. Pay Attention!
Clarify when there seems to be confusion
Mirror the other person
Self-Monitor

100. GENDER
ETIQUETTE

101. Awareness is key!

102. Awareness is key!
women and men!
Hold the door for

103. Awareness is key!
women and men!
Hold the door for
Don’t stand when a woman enters the room

104. Awareness is key!
women and men!
Hold the door for
Don’t stand when a woman enters the room
Women: In client meetings, stand to greet the
client along with your male colleagues

105. Awareness is key!
women and men!
Hold the door for
Don’t stand when a woman enters the room
Women: In client meetings, stand to greet the
client along with your male colleagues
When a man offers to help a woman, he
means no disrespect

106. DISABILITY
ETIQUETTE

107. When talking with a person in a wheel chair
for longer than a few minutes, use a chair

108. When talking with a person in a wheel chair
for longer than a few minutes, use a chair
When greeting someone with a severe loss
of vision/blindness, identify yourself and
those who may be with you

109. When talking with a person in a wheel chair
for longer than a few minutes, use a chair
When greeting someone with a severe loss
of vision/blindness, identify yourself and
those who may be with you
For those with a speech impairment, ask close
ended questions. Repeat or paraphrase their
answers to indicate understanding

110. Do not shout at those with a disability

111. Do not shout at those with a disability
left hand
Shake hands, even if you have to use your

112. Do not shout at those with a disability
left hand
Shake hands, even if you have to use your
direct eye contact
Make

113. Do not shout at those with a disability
left hand
Shake hands, even if you have to use your
direct eye contact
Make
If an interpreter is present, do not speak to the
interpreter

114. Do not shout at those with a disability
left hand
Shake hands, even if you have to use your
direct eye contact
Make
If an interpreter is present, do not speak to the
interpreter
Offer assistance with dignity and respect

115. Do not shout at those with a disability
left hand
Shake hands, even if you have to use your
direct eye contact
Make
If an interpreter is present, do not speak to the
interpreter
Offer assistance with dignity and respect
Know where accessible restrooms, drinking
fountains and exits are located.

116. AT THE OFFICE

117. OFFICE
SPACE

118. 13.If you overhear a colleague’s conversation in a
cubicle, it’s okay to comment on what you just
heard.
A.True
B.False

119. 13.If you overhear a colleague’s conversation in a
cubicle, it’s okay to comment on what you just
heard.
A.True
B.False

120. Engage in self-monitoring behaviors

121. Engage in self-monitoring behaviors
Respect one another’s office space as if it were
their bedroom

122. Engage in self-monitoring behaviors
Respect one another’s office space as if it were
their bedroom
borrow without asking
Don’t

123. Engage in self-monitoring behaviors
Respect one another’s office space as if it were
their bedroom
borrow without asking
Don’t
Always return what you have borrowed

124. Engage in self-monitoring behaviors
Respect one another’s office space as if it were
their bedroom
borrow without asking
Don’t
Always return what you have borrowed
Keep your space tidy

125. Engage in self-monitoring behaviors
Respect one another’s office space as if it were
their bedroom
borrow without asking
Don’t
Always return what you have borrowed
Keep your space tidy
Be aware of others’ sense of smell

126. Behave as though cubicles have doors; don’t
enter without permission

127. Behave as though cubicles have doors; don’t
enter without permission
“prairie-dog” over the tops of cubes or
Don’t
peek in as you walk past each one

128. Behave as though cubicles have doors; don’t
enter without permission
“prairie-dog” over the tops of cubes or
Don’t
peek in as you walk past each one
Don’t loiter outside of a cube while waiting for
someone to get off the phone. Come back later.

129. Behave as though cubicles have doors; don’t
enter without permission
“prairie-dog” over the tops of cubes or
Don’t
peek in as you walk past each one
Don’t loiter outside of a cube while waiting for
someone to get off the phone. Come back later.
Never read someone’s computer screen or
comment on conversations you’ve overheard

130. SELF
DISCLOSURE

131. 14.It’s okay to hold private conversations in
bathrooms, elevators, and other public spaces.
A.True
B.False

132. 14.It’s okay to hold private conversations in
bathrooms, elevators, and other public spaces.
A.True
B.False

133. Self disclose personal information in small doses

134. Self disclose personal information in small
doses
Be wary of putting personal information in
writing

135. Self disclose personal information in small
doses
Be wary of putting personal information in
writing
Self disclosure should be reciprocal

136. Self disclose personal information in small
doses
Be wary of putting personal information in
writing
Self disclosure should be reciprocal
strong work relationships
Disclosure can help build

137. Self disclose personal information in small
doses
Be wary of putting personal information in
writing
Self disclosure should be reciprocal
strong work relationships
Disclosure can help build
Remember, though, that your words can be
used against you

138. PUNCTUALITY

139. At Work: Don’t be the last to arrive and
don’t be the first to leave

140. At Work: Don’t be the last to arrive and
don’t be the first to leave
others’ time and your own
Value

141. At Work: Don’t be the last to arrive and
don’t be the first to leave
others’ time and your own
Value
accountable
Hold yourself

142. At Work: Don’t be the last to arrive and
don’t be the first to leave
others’ time and your own
Value
accountable
Hold yourself
show your position
Don’t use time as a tool to

143. At Work: Don’t be the last to arrive and
don’t be the first to leave
others’ time and your own
Value
accountable
Hold yourself
show your position
Don’t use time as a tool to
Remember, people make assumptions about
your character based on your punctuality

144. FOR THE
HABITUALLY LATE

145. Take one day/week and m
ake a list of the
reasons you are always late
FOR THEPinpointing the
.
exact reasons are essential
HABITUALLY iLATEnt to f you wa
conquer or at least manage
the problem.

146. Consider the impact your
lateness has on your
professional relationships a
nd the way people
view you.

147. Consider the context of yo
ur lateness -- is it
just work or is it persona
l relationships too?
This insight will help you
to better
understand the causes of y
our lateness.

148. Is your lateness potentially
a cultural issue?
If you were raised in a cu
lture outside of the
United States, there is th
e possibility that you
don’t see time in the same
way our Western
culture does.

149. TECHNOLOGY

150. PHONE
ETIQUETTE

151. 15.When using a speaker phone, you should
announce if anyone else is present before a
conversation begins.
A.True
B.False

152. 15.When using a speaker phone, you should
announce if anyone else is present before a
conversation begins.
A.True
B.False

153. Clearly identify yourself

154. Clearly identify yourself
DO NOT use speaker phone in a cubicle

155. Clearly identify yourself
DO NOT use speaker phone in a cubicle
distractions
Get rid of

156. Clearly identify yourself
DO NOT use speaker phone in a cubicle
distractions
Get rid of
Ask if you can call back if you can’t give your
full attention

157. Clearly identify yourself
DO NOT use speaker phone in a cubicle
distractions
Get rid of
Ask if you can call back if you can’t give your
full attention
advance
Plan your agenda in

158. VOICE MAIL

159. VOICE MAIL
First, check your voice mail

160. VOICE MAIL
First, check your voice mail
Efficiency is key

161. VOICE MAIL
First, check your voice mail
Efficiency is key
Return voice mail calls in a timely manner: 24
to 48 hours

162. VOICE MAIL
First, check your voice mail
Efficiency is key
Return voice mail calls in a timely manner: 24
to 48 hours
distractions when leaving a message
Get rid of

163. VOICE MAIL
First, check your voice mail
Efficiency is key
Return voice mail calls in a timely manner: 24
to 48 hours
distractions when leaving a message
Get rid of
NEVER use voice mail to deliver upsetting
news or information. “Hey Jim. I just called to
let you know you’re fired.”

164. EMAIL
ETIQUETTE

165. Strive for a clear and concise subject line

166. Strive for a clear and concise subject line
Treat email like a business letter; meaning no
fancy fonts, emoticons, etc.

167. Strive for a clear and concise subject line
Treat email like a business letter; meaning no
fancy fonts, emoticons, etc.
ALL CAPS!!!!!!!
DO NOT SEND EMAILS IN

168. Strive for a clear and concise subject line
Treat email like a business letter; meaning no
fancy fonts, emoticons, etc.
ALL CAPS!!!!!!!
DO NOT SEND EMAILS IN
Carefully edit and remember that emails are
always open to interpretation

169. Strive for a clear and concise subject line
Treat email like a business letter; meaning no
fancy fonts, emoticons, etc.
ALL CAPS!!!!!!!
DO NOT SEND EMAILS IN
Carefully edit and remember that emails are
always open to interpretation
Choose humor and sarcasm with care

170. Strive for a clear and concise subject line
Treat email like a business letter; meaning no
fancy fonts, emoticons, etc.
ALL CAPS!!!!!!!
DO NOT SEND EMAILS IN
Carefully edit and remember that emails are
always open to interpretation
Choose humor and sarcasm with care
Keep a thread going for ongoing conversations

171. everyone@professionals.com
It should go without saying . . .

172. everyone@professionals.com
It should go without saying . . .
• DO NOT forward emails with questionable content

173. everyone@professionals.com
It should go without saying . . .
• DO NOT forward emails with questionable content
• DO NOT assume that people will find the same things as funny as you do

174. everyone@professionals.com
It should go without saying . . .
• DO NOT forward emails with questionable content
• DO NOT assume that people will find the same things as funny as you do
• DO NOT assume that others cannot access your email

175. everyone@professionals.com
It should go without saying . . .
• DO NOT forward emails with questionable content
• DO NOT assume that people will find the same things as funny as you do
• DO NOT assume that others cannot access your email
• DO NOT forward chain letters to your professional colleagues

176. everyone@professionals.com
It should go without saying . . .
• DO NOT forward emails with questionable content
• DO NOT assume that people will find the same things as funny as you do
• DO NOT assume that others cannot access your email
• DO NOT forward chain letters to your professional colleagues
• DO NOT use email for sensitive issues -- face to face is ALWAYS best

177. everyone@professionals.com
It should go without saying . . .
• DO NOT forward emails with questionable content
• DO NOT assume that people will find the same things as funny as you do
• DO NOT assume that others cannot access your email
• DO NOT forward chain letters to your professional colleagues
• DO NOT use email for sensitive issues -- face to face is ALWAYS best
• DO NOT reply all unless the information is necessary for all to read!

178. CELL PHONE
ETIQUETTE

179. Put your phone on silent mode during
meetings, interviews, lunch dates, etc.

180. Put your phone on silent mode during
meetings, interviews, lunch dates, etc.
Be aware of your speaking volume

181. Put your phone on silent mode during
meetings, interviews, lunch dates, etc.
Be aware of your speaking volume
Avoid ring tones that are annoying or
inappropriate (La Cucaracha, anyone?)

182. Put your phone on silent mode during
meetings, interviews, lunch dates, etc.
Be aware of your speaking volume
Avoid ring tones that are annoying or
inappropriate (La Cucaracha, anyone?)
Do not text during a meeting, lunch, or public
performance of any kind: what are you 16?

183. Put your phone on silent mode during
meetings, interviews, lunch dates, etc.
Be aware of your speaking volume
Avoid ring tones that are annoying or
inappropriate (La Cucaracha, anyone?)
Do not text during a meeting, lunch, or public
performance of any kind: what are you 16?
Love the one you’re with; it’s very rude to take
a call when you are with others and you should
let it go to voicemail

184. FACEBOOK
ETIQUETTE

185. Set boundaries for checking your facebook or
other accounts at work

186. Set boundaries for checking your facebook or
other accounts at work
Do not use Facebook to air problems you have
with other people

187. Set boundaries for checking your facebook or
other accounts at work
Do not use Facebook to air problems you have
with other people
Be careful what you post

188. Set boundaries for checking your facebook or
other accounts at work
Do not use Facebook to air problems you have
with other people
Be careful what you post
Don’t use a public forum for sensitive topics

189. Set boundaries for checking your facebook or
other accounts at work
Do not use Facebook to air problems you have
with other people
Be careful what you post
Don’t use a public forum for sensitive topics
Be careful tagging people in your pictures

190. NOW -- HOW MUCH
CAN YOU REMEMBER
ABOUT EACH PERSON?