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7/6/2010,[object Object],1,[object Object],Business Etiquette,[object Object],Personal Skills for Professional Success,[object Object]
Business Etiquette,[object Object],A colleague begins to tell you a story he heard about a coworkers private life, so you: ,[object Object],A. Diplomatically tell him you’re not interested in hearing about it.,[object Object],B. Listen carefully—the more you know about your coworkers, the better equipped you’ll be to navigate office politics.,[object Object],C. Listen intently and then rush off to tell someone else in the office all the juicy details.,[object Object],7/6/2010,[object Object],2,[object Object]
Business Etiquette,[object Object],A client has been waiting for about five minutes to meet with you but you’re running a little behind schedule, and you need a few more minutes to finish up, so you:,[object Object],A. Take a minute to walk out and apologize in person and offer him a cup of coffee and a magazine.,[object Object],B. Have your assistant tell him you are running behind schedule and you will be a few more minutes.,[object Object],C. Finish what you’re working on—you’ll get it done faster that way and they’ll only have to wait a few more minutes.,[object Object],7/6/2010,[object Object],3,[object Object]
Business Etiquette,[object Object],How do you dress for the interview?,[object Object],A. I try to dress with the culture of the office I am visiting in mind while striving to look professional.,[object Object],B. I wear my normal work clothes—the ones I wore to work that day anyway.,[object Object],C. I wear my jeans and tee shirt—I don't want to have to change who I am just to make an impression. ,[object Object],7/6/2010,[object Object],4,[object Object]
Business Etiquette,[object Object],You enter a coworker’s office or cubicle to chat and she’s on the phone, so you:,[object Object],A. Leave a note saying you need to speak with her and try to get her at another time.,[object Object],B. Stand in the doorway and wait for her to get off—it’ll save you the time of having to come back later when she’ll probably just be on another call.,[object Object],C. Insist that she speak with you immediately—it’s important and you don’t have time to wait around. ,[object Object],7/6/2010,[object Object],5,[object Object]
Business Etiquette,[object Object],Your boss calls you into her office to go over your latest report, and she criticizes a significant portion of your work, so you:,[object Object],A. Listen carefully and take time to think about everything she said before offering a response. ,[object Object],B. Respond to each criticism as it comes up to insure you don’t miss the opportunity to downplay each one.,[object Object],C. Get angry at her and quickly point out many of her shortcomings—she needs to know she’s not perfect either and next time maybe she’ll think twice before criticizing your work.,[object Object],7/6/2010,[object Object],6,[object Object]
Business Etiquette,[object Object],When do you send thank you notes?,[object Object],A. I send out a thank you note after every interview on the day of the interview. Even if they don't hire me this time, I am pretty sure they will remember me next time.,[object Object],B. I send thank you notes to the places where I really want to work. I don't bother with the others.,[object Object],C. I don't think thank you notes are really necessary. They know I am interested in the job and that's really all that matters.,[object Object],7/6/2010,[object Object],7,[object Object]
7/6/2010,[object Object],8,[object Object],Learning Objectives,[object Object],At the end of this unit participants will  be able to:,[object Object],[object Object]
 Identify appropriate/inappropriate behaviors
Identify written/unwritten rules in an organization
Use etiquette to build relationships
 Describe guidelines for phone, e-mail and computer usage
 Develop strategies to bridge differences,[object Object]
Organizations - Culture
Tools - Phone , e-mail and internet
Diversity Challenges
Summary,[object Object]
Build Relationships,[object Object],Develop relationships at all levels of the organization – not  just at the top,[object Object],	Introduce yourself,[object Object], 	Use your interpersonal skills/awareness,[object Object],	Listen,[object Object],	Ask about others – hobbies, interests, family,[object Object],	Keep notes, send cards,[object Object],	“They may not remember what you said but they’ll never forget how you made them feel.”,[object Object],7/6/2010,[object Object],11,[object Object]
Building Relationships – Small Talk Tips,[object Object],When initiating small talk  - be attuned to the other person’s receptiveness,[object Object],Don’t overstay your welcome,[object Object],Don’t dominate the conversation – show interest in what others have to say,[object Object],Don’t overuse “I”,[object Object],Be careful not to repeat yourself,[object Object],Keep abreast of current events,[object Object],Be aware of the impact,[object Object],7/6/2010,[object Object],12,[object Object]
Peers and Subordinates,[object Object],Manchester Partners International – 1997 study,[object Object],40% of new hires fail in their first job,[object Object], failure to build relationships with peers and subordinates,[object Object],Consistent demeanor builds credibility,[object Object],Show appreciation,[object Object],Say thank you!,[object Object],Give credit and compliments – more often that you think is necessary,[object Object],Be sincere,[object Object],7/6/2010,[object Object],13,[object Object]
Leadership,[object Object],What would you expect  from someone in your position?,[object Object],How does he/she want to communicate with you? ,[object Object],Be prepared - Don’t waste the boss’ time,[object Object],Look for problems you can solve  - take initiative,[object Object],Ask for help when you need it,[object Object],Be a team player,[object Object],Show acceptance,[object Object],7/6/2010,[object Object],14,[object Object]
Challenging Situations,[object Object],Disagreements		,[object Object],Don’t avoid disagreeing – be honest,[object Object],Don’t make it personal – Labeling,[object Object],Handle in private,[object Object],State your case,[object Object],Be aware of the reaction of others,[object Object],Consider talking about it later,[object Object],Get help from a supervisor to resolve,[object Object],Be open to compromise,[object Object],7/6/2010,[object Object],15,[object Object]
Challenging Situations,[object Object],Gossip and Rumors,[object Object],It’s inevitable,[object Object],Can be harmful,[object Object],Can make you look bad to co-workers,[object Object],Protecting yourself – keep personal information to yourself,[object Object],Confront the gossip in private,[object Object],Concern vs. anger,[object Object],Don’t pass it on,[object Object],7/6/2010,[object Object],16,[object Object]
7/6/2010,[object Object],17,[object Object],The Organization,[object Object],Culture:  Etiquette within  the Organization,[object Object],[object Object]
Organization Chart
Handbook
Unwritten rules,[object Object]
Incoming
Outgoing
Messages
Time wasters

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