t h e c r e a t i v e g r o u p Business Etiquette Guide Table of Contents Etiquette tips from “Attire” to “Zeal”..................................... 1 Attire........................................................................................... 2 Business Cards.......................................................................... 2 Cell Phones................................................................................ 3 Dining......................................................................................... 3 E-mail.......................................................................................... 4 First Impressions....................................................................... 4 Gratitude.................................................................................... 5 Holiday Cards............................................................................ 5 Introductions.............................................................................. 6 Jokes........................................................................................... 6 Keeping Confidences................................................................ 7 Listening.................................................................................... 7 Meetings..................................................................................... 8 Negativity................................................................................... 8 Office Politics............................................................................. 9 Presentations............................................................................. 9 Quitting.................................................................................... 10 R.S.V.P...................................................................................... 10 Speakerphone.......................................................................... 11 Telephone Manners................................................................ 11 Utensils..................................................................................... 12 Vacation Planning................................................................... 12 Working a Room...................................................................... 13 Xerography............................................................................... 13 Year-End Gift Giving............................................................... 14 Zeal........................................................................................... 14 Etiquette tips from “Attire” to “Zeal” Whether you realize it or not, people pay attention to etiquette, from how you treat a member of a restaurant’s waitstaff to your approach when meeting someone for the first time. These rules govern our behavior, from the seemingly benign (what to wear) to the more complex (managing office negativity). It is assumed, rightly or wrongly, that polished manners translate to polished work. Make yours shine by following the simple rules contained in this guide. About The Creative Group The Creative Group specializes in matching freelance creative, advertising, marketing, web and public relations professionals with projects tailored to their skills and qualifications. We also provide complimentary career and management-related research and materials to our clients and associates. You can find additional resources – including our award-winning career magazine – at creativegroup.com. For help with any of your staffing needs, please call 1.888.846.1668 for the office nearest you. A-Z Business Etiquette Guide | TCG 1 Attire Business Cards • When meeting with a client for • Make sure your business cards the first time, make sure you include all of your current con- project a professional image. tact information: cell, pager, fax You don’t have to wear a suit, and phone numbers; and e-mail, but your clothes should be neat website and mailing addresses. and clean. Punctuate your outfit with a tasteful accessory or two to reflect your personal style. • Choosing your clothing accord- • Your card is your first chance to impress a prospective client with your talent. Use the opportunity to showcase how you can design ing to the client’s dress code within a small space for maxi- (slightly more conservative if mum impact. your client is in banking, for example) will make both of you more comfortable. • Always carry your cards with you, not just to networking events. You never know when you’ll bump into someone who “ It is only shallow people who do not judge by appearances. ” – Oscar Wilde, The Picture of Dorian Gray  might lead to new clients. • After exchanging cards, write notes about the person – a mutual friend, the event where you met, the person’s hobbies – on the back of his or her card. You can refer to these details in future conversations. TCG | A-Z Business Etiquette Guide 2 Cell Phones • This may seem obvious, but the Dining • Steer clear of unshucked oys- point is often overlooked: During ters, crab legs, ribs, fish with business meetings, turn off the tiny bones and other potentially ringer of your cell phone and let messy foods. The only thing that voice mail answer any calls. should make a splash is you, not • When you must take a call during lunch with a client, excuse the marinara. • Your table setting could include yourself from the table and up to three forks, three spoons, make it brief. Your guests don’t two knives, two plates and mul- want to hear you set up your tiple glasses. Know which utensil next appointment. or plate is yours (food plates to • If you’re in your car or a bustling building, be mindful of background noise. If you’re doing more listening than talking, put your phone on mute. the left, beverages to the right), and follow your place setting for cues on which utensil should be used for each course. Work from the outside in – the salad fork is to the left of the one for the entrée, for example. “ This ‘telephone’ has too many shortcomings to be seriously considered as a means of communication. The device is inherently of no value to us. ” – Western Union internal memo • If you’re entertaining clients, arrive at the restaurant early and arrange to have the bill handed directly to you when the meal ends. Or better yet, provide a credit card to your server or the maitre d’ before your guests arrive. A-Z Business Etiquette Guide | TCG 3 E-mail • Use the same rules of punc- First Impressions • Communicate with your whole tuation and capitalization you body: Stand when someone would in a letter. enters the room, make eye con- • Your e-mail address is just as important as the body of your message in conveying professionalism. Anything cutesy or off-color is inappropriate. • Use the subject field to describe the content of your message. As your e-mail string becomes longer and more topics are discussed, consider changing the tact, smile and shake the person’s hand firmly, but without crushing his or her fingers. • Create a 30-second synopsis of who you are and what you do. A memorable, snappy sound bite will keep your name and background top-of-mind long after you’ve left. • Listen attentively, don’t interrupt subject line to reflect the new and avoid monopolizing the discussion points. conversation. • Be judicious when using “reply all,” or copying and blind copying others on messages. Make sure those who receive your e-mail really do need it. When it comes to the “mail, I feel it is better to receive than to give. ” We rarely forget “ that which has made a deep impression on our minds. ” – Tryon Edwards – Joseph Epstein TCG | A-Z Business Etiquette Guide 4 Gratitude Holiday Cards • Don’t overlook the power of appreciation. Everyone likes to be acknowledged for hard work or dedication to a business goal. • Let your coworkers know they’ve • Avoid sending cards with religious messages. • Consider sending a Thanksgiving or New Year’s card – your message will stand out from the done a good job – and do it scores of other holiday notes. Link sooner rather than later. the occasion with your message • Don’t shower each person you encounter with fulsome praise. Basing positive comments on specific actions will make it far more meaningful. – express how grateful you are for having such a terrific client or how you look forward to another year of working together. • Always include a handwritten message for a personal touch. Gratitude is not only the “greatest of virtues, but the parent of all others. ” • While time-consuming, it’s worth it to address your envelopes by hand. Computer-printed labels are too impersonal. – Cicero A-Z Business Etiquette Guide | TCG 5 Introductions • Wear your nametag near your Jokes • Humor is tricky business in the right shoulder, not your left. workplace. No matter how well When people shake your hand, you know the other person, their eyes will go directly to avoid off-color jokes; comments the tag, which will help them based on religion, gender, race remember your name. or sexual preference; and snide • When you’re speaking to someone, and another person you or sarcastic remarks. • Don’t send or forward jokes via know walks up, always make e-mail to business acquaintances. introductions. You might think something is • Offer a memorable piece of information when you make an introduction, which will also serve as a conversation starter. For example, “This is Jayne, a creative director for XYZ agency. She just returned from a photo shoot in Argentina.” • Base business introductions on hierarchy: Introduce an office manager to a senior officer or your assistant to a client. a knee-slapper, but there’s no guarantee your recipient will, too. • Don’t use jokes as a form of criticism. • Defuse tension with humor. The levity will make everyone feel more at ease. A difference of “ taste in jokes is a great strain on affections.” – George Eliot, Daniel Deronda TCG | A-Z Business Etiquette Guide 6 Keeping Confidences Listening • When a colleague tells you some- • Listening means more than waiting thing privately, assume it’s for for your turn to talk. Concentrate your ears only. If the person on the other person’s words and wants others to know, he or she don’t let your mind wander. You will make that decision. may miss an important point and • Never reveal proprietary information about a client or employer end up asking a question that’s already been addressed. to anyone, including personal • Resist the urge to jump into the friends and business contacts. conversation when someone • Don’t gossip about former clients to current or prospective ones – they’ll wonder if you’ll do the same about them. gossips to you “willWhoever gossip about you.” – Spanish proverb pauses in thought. He or she might be searching for words, not inviting a new comment. Wait a beat or two and then respond. There are people “ who, instead of listening to what is being said to them, are already listening to what they are going to say themselves. ” – Albert Guinon A-Z Business Etiquette Guide | TCG 7 Meetings • Timing is everything, especially Negativity • Negativity is like a virus – it when you’ve called a meeting. spreads. Denial of an obvious Start the session when the clock problem isn’t productive; it’s far strikes the appropriate hour. better to identify what’s wrong Commencing at 3:15 when and collaborate on a solution. you’ve specified 3:00 will only encourage a laissez-faire attitude. • Specify an end time so others can • News shared by gossip is often more bad than good. It might be tempting to talk about the lat- plan their schedules accordingly. est personal goings-on of your If it looks like you have too much coworker; however, it’s best to to cover, set aside the last five leave that information to him or minutes to schedule a follow-up. her to share. Gossip can be like • You wouldn’t speak with a new client unprepared, and you shouldn’t go into a meeting cold, a game of telephone: No matter how accurate information is at the beginning, it changes as it travels. either. Ask attendees for topics of discussion and review the agenda beforehand. • Resist the urge to over-invite. Make sure every person attending has expertise on the subject or will be affected by the topic of negativity roll “offI letmethat like water off a duck’s back. If it’s not positive, I didn’t hear it. ” – George Foreman discussion. TCG | A-Z Business Etiquette Guide 8 Office Politics • Paying attention to political Presentations • Even the most seasoned per- undercurrents may help you navi- formers rehearse their acts gate tricky situations, but avoid before showtime. To uncover becoming directly involved in potential glitches, do the same office politics. using as many variables as pos- • Watch out for the overly ambitious, who might do whatever it takes to advance their careers, sible – including microphone, PowerPoint file and projector. • The day of your presenta- even if it means saying unkind tion, provide clear visual aids or untrue things about another and handouts of key points. coworker. Information delivered both visu- • Maintain cordial but professional relationships with your supervi- ally and verbally will be retained more easily. sors, coworkers and clients. • Follow the Golden Rule: Present Don’t share intimate details unto others as you would like about your personal life – a little others to present unto you. distance is healthy. Speak clearly and audibly, don’t exceed the time limit and allow Politics is a “ blood sport.” – Aneurin Bevan, British Labor politician sufficient time for Q&A. the audience “byLead the nose to the thought.” – Laurence Olivier A-Z Business Etiquette Guide | TCG 9 Quitting • Give at least two weeks’ notice, R.S.V.P. • When R.S.V.P. is printed on an or more if it will take additional invitation, you must contact the time to train your replacement. event host or sponsor to either Be prepared, however, to be accept or decline. Correct head asked to leave that day if your counts allow the host to accu- company prefers to transition rately account for food, seating, new roles more quickly. handouts and the like. • Plan your departure so it’s a • Too many people confuse smooth transition for those who R.S.V.P. with “regrets only,” remain. Create documents to which means just that – call only inform your manager of the sta- if you cannot attend. tus of each of your projects and provide an outline of next steps needed to advance their progress. • Leave on the best possible terms, • Do your best to respond by the date specified on the invitation. Avoid putting it off until the last minute – it will look as if you even if the feeling is acrimonious. were waiting for a better offer to Avoid expressing anger to your come along. boss or coworkers – you might need them as references down the line. • Don’t use the exit interview as a forum for venting your pent-up frustrations or seeking revenge, but do offer honest, constructive feedback. TCG | A-Z Business Etiquette Guide 10 Speakerphone • Always ask permission before Telephone Manners • When you call someone, always placing a caller on speakerphone. ask if he or she has time to speak Never put someone on if he or to you before you launch into the she is unaware that others can subject at hand. hear the conversation. • Always ask if it’s OK – and wait • At the beginning of a conference call, introduce all participants by name and role, including those who might be in the room but not speaking. This isn’t just etiquette; failing to do so could for an answer – before putting someone on hold. • When leaving a voice-mail message, clearly state your name (spell it if you’ve never spoken to the person before), phone num- have legal consequences. ber, company, date and reason • Unless your voice is familiar to all for your call. Repeat your name participants, introduce yourself and number at the end of the each time you speak. message. • Avoid putting someone on • Don’t leave an overly lengthy speakerphone unless it’s a voice-mail message. conference call. “ • Your voice-mail greeting should ” Well, are you there? – Greeting of telephone operators before 1895 contain your name, company name and extension, and the assurance that you’ll return calls promptly. Try to return messages within 24 hours. A-Z Business Etiquette Guide | TCG 11 Utensils Vacation Planning • A good rule of thumb is to work • Leave your desk clean and well from the outside in, starting with organized (and make sure your the first course. For example, your team knows where to find impor- salad fork is on the far left of tant documents and files). your plate; the one to use with your entrée is to its right. Dessert utensils get top billing above your plate. • You don’t need to tell people where you’re going, but you do need to let them know you’ll be gone. Update your voice-mail and • Put used silverware on your plate, not directly on the tablecloth. • If you drop a piece of silverware, don’t disappear under the table to retrieve it. Flag the waitstaff out-of-office e-mail messages, and be sure to include an alternate point of contact for immediate requests. •Avoid skipping out when major projects are reaching their peak. and ask for a replacement. • When finished eating, place your knife and fork across your plate, pointing at 11 o’clock. And check with your coworkers so you’re not all out at the same time, especially during prime vacation periods, like summer “ The more he talked of his honor, the faster we counted our spoons. ” – Ralph Waldo Emerson and the winter holidays. used to be “a Vacation luxury; however, in today’s world, it has become a necessity. ” – Unknown TCG | A-Z Business Etiquette Guide 12 Working a Room • To start a conversation, approach Xerography • If you have a lengthy copy job either someone standing alone or that will tie up the machine for a group of three or more. Don’t more than a minute or two, let interrupt a discussion between your coworkers know so they can two people. plan accordingly. • Develop a one- or two-sentence • Never copy your resume or a statement that concisely describes personal correspondence on your what you do. Be careful, though, office copier. not to dominate the conversation. • Ask questions – and remember • If you use the last sheet of paper, refill the tray. The same goes for the answers. By fully engaging toner – replace the cartridge if your conversation partner, you it’s running low. can then make introductions to others by adding a personal bit about him or her. • Don’t walk away from a paper jam you’ve caused, pretending it was “already like that.” Get help if you cannot fix it yourself. If you can’t say anything “good about someone, sit right here by me.” – Alice Roosevelt Longworth, quoted in The New York Times act of kindness, “noNomatter how small, is ever wasted.” – Aesop, The Lion and the Mouse A-Z Business Etiquette Guide | TCG 13 Zeal Year-End Gift Giving • Inquire about a company’s cor- • If you show genuine excitement porate gift policy before you about your job, people will enjoy buy. Some firms don’t allow their working with or for you, making employees to receive presents for a pleasant, productive business over a certain value. environment. • If you’re unsure of your recipient’s • Let your enthusiasm show in your tastes, consider giving a gift card facial expressions (alert eyes, to a coffeehouse, bookstore or relaxed smile), your words (warm, other general-interest store. friendly greetings) and your over- • Consider a gift that keeps on giving. Make a contribution to your all style (cooperative, positive, upbeat). contact’s favorite charity on his • Passion for your work can translate or her behalf. You will support into a compelling image – you’ll be a worthwhile cause while dem- perceived as a confident, compe- onstrating interest in your client tent, talented professional. beyond the scope of the business project. • Because many people have dietary restrictions, be careful with edible gifts. The exception: taking your client out to lunch Nothing great was “ever achieved without enthusiasm.” – Ralph Waldo Emerson or dinner. The gift of time, especially during the bustling holiday season, is one every person appreciates. TCG | A-Z Business Etiquette Guide 14 creativegroup.com • 1.888.846.1668 © 2008 The Creative Group. An Equal Opportunity Employer. TCG-1208