Keep It Pro: Business Etiquette & Dress

Location: POD 60Phone: (416) 979 – 5177Email: career@ryerson.caHours: Mon – Thu 8:30 am – 6:30 pm/Fri 8:30 am – 4:30 pm

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• Discover Your Career Passion

• The “Wow” Factor: Resumes & Cover Letters that stand out

• Job Search Strategies that Maximize Results

• Pinpointing Resources for Career Planning

• Interview Techniques that Land the Job

• Leveraging Social Media for Your Job Search

• Grad School Application Essentials

• LinkedIn: Developing Career Connections & Effective Profiles

• Keep It Pro: Business Etiquette & Dress

• Make it a Breeze: Transitioning from School to Work

• Don’t Slurp the Soup! Tips for Dining Etiquette Success

• Showing Achievements: Crafting an Engaging Portfolio

Agenda1. What is business etiquette?2. Introductions3. Handshakes 4. Speaking Professionally5. Correspondence

• Phone• Fax• E-mail• Business Letters

6. Meetings and Presentations7. Dress for Success8. International Business

Etiquette

What is Business Etiquette?

Introductions - From junior position to more senior position

E.g.) “Elena, I’d like you to meet our Manager, Mr. Merilo.” [Mr. Merilo, this is Elena Tavares, our new receptionist.]

Introductions

Use person’s full name and title:

E.g.) “Have you met our new researcher, Dr. Marie Pierrefonds”?

Allows her to say “Please call me Marie” if she prefers

Handshakes

• Greeting• Firm handshake • Direct eye contact

The host typically offers their hand for a handshake

Nametags• Worn on RIGHT lapel

Sets stage for ongoing, positive encounter:

Activity

In pairs, introduce yourself to the other person and include a handshake and eye contact.

“Hello, my name is ______ and I am studying ______ at Ryerson University.”

Speaking Professionally

Direct communication:

Using Words to communicate

• Open-ended vs. close-ended Q’s

Indirect communication:

Takes context of words into consideration

• i.e.) Eye contact, posture, facial expressions, etc.

Speaking Professionally: Powerless to Powerful Phrases

Powerless Powerful• I’m wondering if we could …?• I’m not sure about this, but we

could• I suppose / I guess, perhaps• This may be only how I feel,

but …• I guess my question is …• I’m not sure, but maybe we

could

• Could we …?• We could … / Let’s …• Let’s … / I suggest that we …• Please consider …• My question is …• My research shows that we

should …• In my opinion / I suggest …

Speaking Professionally: Expressing Frustration

Instead of: You missed important details in your report

Try: Some important details are missing in this report

Instead of: You keep interrupting me

Try: John, I’ll be interested in your input when I finish explaining my ideas

 

Instead of: Why didn’t you tell me you needed help?

Try: Please ask me for help if something isn’t clear. My door is always open

Instead of: That’s not going to work

Try: That’s an interesting observation. My experience is …

Correspondence

Phone ♦ Fax ♦ E-mail ♦ Business Letters

• Speed• Loudness• Clarity• Friendliness• Energy• Smile• Show appreciation

Phone Etiquette

How to speak well on the phone:

Phone Etiquette

• Know reason for your call• Prepare required materials• Identify yourself• Be brief and stick to your point• Explain why you called

Beginning a business call:

Ending a business call:• Summarize your call:

• “To summarize, I will send you the document tomorrow, and we will discuss it on Wednesday, the 29th.”

• Thank the other person and be positive

Phone Etiquette

• State your name clearly• State date and time of

your call• Summarize your

message• Leave instructions

about how you can be reached

Leaving effective voice messages:

Phone Etiquette

• Turn off your cell phone

• Conference calls • If you initiate – introduce everyone participating

(unless they already know each other)

• Voice-mail• Clearly state name and availability to respond to

calls

Additional tips:

“Hello, you have reached Tim Liu in the Marketing division of Warner Lambert on Monday April 13. I am in meetings throughout the day. For immediate assistance please contact Rupa Rampersad at extension 4503.”

E-mail and Fax Etiquette

Best practices for contacting senior level management by fax or e-mail?

Cover page

• Purpose of fax or action requested

• Your name and contact information

• Number of pages being transmitted

Fax Etiquette

E-mail Etiquette

• Short and to the point• Don’t send confidential info• Avoid jokes / offensive comments• Don’t type all in CAPS• Keep message neutral - Avoid

multiple exclamation points and emoticons

• Check spelling and grammar• Use clear language• Always use company e-mail

address for business e-mail

E-mail Signature

Jane Smith

Quality Control

ABC Company

Tel: 516-xxx-xxxx ext. 123

Fax: 516-xxx-xxxx

Jane@abc.com

Activity: E-mail

Write an e-mail asking for a meeting to organize a previously discussed client lunch:

1. To a manager from another department involved with the lunch

2. To a close colleague, who is on your team and is also involved in organizing the lunch

E-mail Etiquette

• Address the reader by title (Mr., Ms, Dr.)

• Use formal, respectful language

• Avoid contractions (use “you would” instead of “you’d”)

• Use objective words and specific terminology

• Close with your name and title

Writing formal e-mail

• Greet the reader informally by first name

• Use a friendly but professional tone

• Use some contractions and personal pronouns

• Close with a brief and friendly salutation (regards) and your first name only

E-mail EtiquetteWriting conversational e-mail

Business Letters

• Short, professional and to the point

• Use company letterhead unless writing personal thank-you

• Avoid excess verbiage:

Example)

Instead of: “Please feel free to call me if you have any additional concerns, and I shall be happy to answer your questions”

Try: “Please call me if you have any questions or need additional information”

Business LettersWriting a Business Letter

• Use plain English instead of “business speak”

• Use words and phrases that sound natural

• Aim for clarity in technical language

Example)

Business speak: awaiting your instructionsNatural language: please let me know

Remember to write concisely!

Meetings and Presentations

Presentations

How to give a presentation:• Develop your topic• Add interaction• Create excitement with visuals• Use slides effectively• Meet and greet• Provide handouts or direct

to websites• Speak effectively

Practice, practice, practice!

Meetings

Tips for being a good participant at meetings:

• Respond promptly to a meeting invitation• Review agenda in advance• Be prepared – review topic and purpose of

meeting• Bring reference and/or discussion materials • Listen and be open to new ideas. Respect other

points of view• Take notes on areas of meeting that affect you

Dress for Success

Business Formal ♦ Business Casual ♦ Casual

• Stock your closet

• Keep it neat and clean

• Steer clear of bar attire

• Look the part

Dress for Success

Be mindful of company dress code and/or event. For example:

Dress for Success

Dress for the weather and seasons!

• Presentation or big meetings

• Interviews• Corporate offices• Creative offices• Business casual dress

code• Casual dress code –

e.g.) casual Fridays

Dress for Success: Business Formal

Dress for Success:Business Casual

Dress for Success:Casual

International Business Etiquette

Research

• Country • History • Geography • Government • Economics • Customs • Traditions, religion • National character

International Business Etiquette

• What is valued in interactions

• E.g.) saving/giving face, respect for elders/rankings, modesty, etc.

• Scheduling• E.g.) holidays,

favourable days, days to avoid

Things to review before meeting:

International Business Etiquette

For a fun and informative learning experience visit: www.getcustoms.com

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Contact Information:

Location: POD 60

Phone: (416) 979 – 5177

Email: career@ryerson.ca

Hours: Mon. – Thur. 8:30 am – 6:30 pm Fri. 8:30 am – 4:30 pm

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