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Presenting Today

Lizzie PostAuthor, Etiquette ExpertThe Emily Post Institute

Follow along on Twitter: #BizWebinar @BizLibrary

Krista BrubakerContent Marketing Specialist

[email protected]

www.bizlibrary.com/free-trial BizLibrary helps organizations succeed by improving the way employees learn.

© 2017 The Emily Post Institute, Inc. 4

An Emily PostBusiness Etiquette Webinar

for BizLibrary

March 23rd, 2017

Building Successful Relationships


“Welcome” It is my pleasure to be here with

you today.


Agenda

Introduction Etiquette, Manners and Principles Business Social Communications Thank-You Notes The 24/7 Professional


Etiquette?

What does

“Etiquette”mean to you?


Emily Post 1872 - 1959

After publication in 1922, “Etiquette,”topped the nonfiction bestseller list, and the phrase "according to Emily Post” entered our language as the last word on the subject of social conduct.Her numerous books, newspaper columns and a regular CBS radio program made Emily Post a figure of national stature and importance.


Emily Post On Etiquette

Whenever two people come together and their behavior affects one another, you have etiquette.

Etiquette is not some rigid code of manners, it’s simply how person’s lives touch one another.


AP/IPSOS Manners Poll

Are Americans ruder today than 20 or 30 years ago?

69%

On a frequent/occasional basis, do you encounter people using their cell phone rudely?

Have you used your cell phone in a loud or annoying manner in the past few months?

8%

89%


Rudeness

It’s easier to see rudeness in others than in yourself.

Rudeness isn’t always intentional.


Today’s Goals

Think Before Acting

Make Choices That Build Relationships

Do It Sincerely


Etiquette

Principles help us: figure out how to interact

when there is no set manner. resolve relationship situations.

= Manners +Principles

Manners smooth the way to build better relationships by telling us: what to do.what to expect of others.


The Principles

Think Before Acting

Consideration

Respect

Honesty

Etiquette in Action

Make Choices That Build Relationships

Do It Sincerely

Thinking, empathy

Recognizing the worth of others. Having care for others, self and things.

Acting sincerely, being truthful


Opportunity vs. Obligation

Differentiator


Business Social


Personal You vs. Business You

Google yourself


Personal You vs. Business You

Congruency = Trust


Social Networking Sites

Despite privacy protections, these platforms are often public.

The content you post can be viewed—and judged—by anyone, including those in your professional life.

You are responsible for your page and the comments or images you leave on others’pages.


Conversation Concepts

Three Tiers

1.Safe - Sports, weather, celebrities

2.Risky - Politics, religion, dating

3.Personal - Family and finance


Communications


The Bulletin Board Rule

If you can’t put it on a bulletin board for anyone to read, don’t email it, text it, IM it, leave it on a voicemail, tweet it, or blog it.

Public vs. Private


When Words Alone Are Your Image

The Who, What, When, Where Rule

Pick up the phone or visit someone in person if email or IM communication becomes tense or strained.

In the absence of facial expressions or tone of voice, interpretation defaults to the negative.

Don’t use email or IM or texting to avoid a difficult situation.


Magic Words are Magic

Please – Soften a request

Thank you – Show appreciation

You’re Welcome – Acknowledge appreciation

Sorry – Indicates regret

Excuse me – Asks for forgiveness

Pardon me – Acknowledges mistake


Top 7 Manners For Smartphone Use

1. Control it. Don’t be controlled by it.

2. If its use could bother others, turn it off.

3. Use the silent ring mode and move away to talk.

4. Beware of telephone voice, speak softly.

5. Do not make a call at your table in a restaurant.

6. Beware of using a smartphone in a meeting.

7. Don’t keep confidential information on it.


7 Tips for Email Communications

Let it simmer

Be careful with “TO” and “SUBJECT” fields

Be careful with Reply vs. Reply All

Think about familiarity vs. formality

Use Salutations/Closings

Proofread: grammar, word choice, spelling

Avoid Text speak: b4, lol, CU L8R, 2MORO Emoticons:

All caps. I AM WRITING TO …


Thank-You Notes


Thank-You Notes

Email, phone call, or handwritten?

Choose handwritten thank-you notes for: Gifts, substantial favors, special meals Major opportunities Relationship milestones


Writing Thank-you Notes

Use the date and a salutation.

State your thanks or appreciation, especially for a gift or meal.

Mention something specific to the situation or conversation.

Indicate your next actions, if appropriate.

Thank again and use a closing.


Sample Thank You Note

July 19, 2014

Dear Mr. Jones,

Thank you very much for meeting with me. I enjoyed having the opportunity to find out more about your company. I am very excited by your employment opportunity, especially the potential to work on web design. I look forward to getting started. Thank you again.

Sincerely,Carla Ramirez


The 24/7 Professional


24/7 Professional

Actions outside work affect you.

Purely social situations can become business situations instantly.

Highest level of professional conduct at off-site business venues.

Use the principles regardless of what others think.


Top Ten Business Etiquette Behaviors

1. Be on time.

2. Use “Please” and “Thank You.”

3. Present yourself for the job you want to have, not the job you are in: attire, attitude, effort.

4. Harness the power of the compliment.

5. Fight demeaning or superior attitudes in yourself.

6. Take responsibility.

7. Be prepared.

8. Focus on the etiquette for greetings, table manners and workspace issues.

9. Think before acting and then act to build relationships.

10. Embrace and use the principles of etiquette.


Steven Puettner(802) [email protected]

Please contact Steven Puettner for more information on program details, presenter availability and pricing.

Need further training at your company, university or organization?

We offer customized half and full-day seminars for your team in your office or at a nearby hotel or resort. For full details, please contact Steven Puettner, our Director of Sales, at [email protected].

Mention BizLibrary, and we’ll include 20 FREE copies of The Etiquette Advantage in Business, 3rd Edition in hardcover, a $600 value, with any full-day seminar. This book is the basis for all of our business etiquette seminars and a valuable gift for your participants.

mailto:[email protected]


Thank YouLizzie Post

The Emily Post Institute

www.emilypost.com

Business Etiquette: Cell and Smart Phones Video Lesson

What You’ll Learn:

1. How to alleviate frustrations with others’ cell phone use

2. What to do in specific situations

3. How to be respectful with your own cell phone use

What’s Legal in Social?

In this video lesson by Informed Workplace, you’ll learn what the National Labor Relations Board says about comments made on social media.

Social Media – Do You Have a Policy? Video Lesson

Try out these video lessons and more!

Let us know through the poll if you’d like a free trial of BizLibrary’s online course collection.

Thousands of videos and unlimited access for your employees.

www.bizlibrary.com/free-trial

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