Business etiquette guide t c

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.
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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.
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14
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