CAREER

1
BOOK ONEProfessional Business Protocol

• Savvy professionals know the
• importance of managing their
• appearance behaviors to
• Make a good impression in all business
  situations.
• Fit in with their companys corporate culture.
• Work well with others.

2
Chapter Objectives

• Learn how to
• Dress groom yourself for success.
• Meet talk comfortably with others.
• Work well with other people.
• Successfully mix business pleasure when you
  travel.
• Use e-mail the phone efficiently.

3
1. Professional Dress Grooming

• People are judged by their clothes grooming.
• To guide employees, companies have
• 1. Dress codes unwritten or written rules
  about what to wear what not to wear.
• 2. Personnel policies written rules
  information about working at the particular
  company.

4
Dress for the Job Interview

• You have only one chance to make a good first
  impression.
• Regardless of the job, your suit, shoes haircut
  should be in style but understated, clean neat.
• To keep your right hand free for handshakes,
  carry only a good leather briefcase to hold extra
  résumés, pen, pencil, legal pad breath mints.
• Always wear a smile.

5
What She Wears to Interviews

• A good-quality, conservative, blue, gray, beige,
  or tan suit or matching blouse skirt or dress
  jacket with minimal, quiet jewelry and
  closed-toed pumps or flats.
• No spike heels, no perfume.
• Subtle make-up neutral nail color.
• No jeans or visible tattoos, no flashy or racy
  clothes that expose too much.
• Dress for the day, not for a night out.

6
What He Wears to Interviews

• A well-fitting, conservative dark blue or gray
  suit tie with a white or light blue shirt, new
  or just cleaned.
• New polished lace-up shoes or loafers with dark
  socks.
• No earrings or visible tattoos or fragrance.
• One ring per hand clean, short fingernails.
• Just shaved. Neatly trimmed beard or mustache.
  Well-combed hair.
• Clean teeth spotless eyeglasses.

7
Dressing On the Job Casual Day and Every Day

• Dress like those in the upper ranks, not the
  lower ranks.
• Wear uniforms or clothes with corporate logos if
  others do.
• Dress up for special meetings.
• Notice how attire changes by season, department,
  or region, and adapt.
• Some companies have a designated casual day for
  dressing down a notch from business suits unless
  visitors will be there.

8
Effective Shopping Traveling

• Invest in a quality wardrobe, getting help if
  needed from a friend or a department store
  fashion consultant.
• When traveling,
• 1. Call ahead to learn the dress code.
• 2. Err in overdressing, not under-dressing.
• Formal American business attire is
  acceptable everywhere.
• 3. Use a garment bag to reduce wrinkling.
• 4. Arrive early to rest touch up your
• appearance.
• English is the business worlds universal
  language, but learn a few local phrases if
  traveling abroad.

9
Grooming Dos Donts

• Grooming is the preparation of your body for a
  good professional appearance.
• Haircuts conservative with womens hair
  shoulder-length or shorter mens hair not
  touching the collar or ears.
• Do not groom in public go to the rest room to
  put on lipstick, pick teeth.
• Do not chew gum. Use breath mints.
• Keep fingernails clean even.
• Keep a travel kit of grooming aids at your desk
  for touch-ups emergencies.
• Exercise to stay trim.

10
2. Meeting Greeting

• In business, people often must meet new people to
  do business.
• Prepare yourself to meet greet with a
  professional appearance a positive,
  enthusiastic attitude.
• Take the initiative to introduce yourself with a
  handshake, your name, a bit of small talk, and
  your business card.

11
A smile a handshake

• Make your body language (your body movements
  posture) friendly and inviting.
• Make eye contact. Smile!
• Say Hello shake hands firmly.
• Tell your name get the other persons name
  repeat it to remember it.
• Use a pleasant small talk line or
• opening question that
• youve rehearsed.

12
To err is human

• Late for a meeting despite leaving early for it?
  Apologize briefly, and then get down to business.
• Called the client by the wrong name? Admit your
  innocent mistake, apologize briefly, and move on.
• Treated a person with a disability (physical or
  mental condition that limits performance)
  differently? Apologize and treat that person the
  same as anyone else, remembering youre both
  there to do business.

13
3. Interacting at Work

• Business is about people working together despite
  their differences.
• The better you work with people, the more youll
  succeed in your business.
• To work with people successfully, you must give
  respect and expect respect.

14
Equal Treatment is Your Right

• Do not harass others with sexual pressure to
  date, sexually oriented jokes or pictures, ethnic
  slurs, improper criticism, humiliation.
• Do not be prejudiced against others due to their
  gender, race, religion, etc. that has nothing to
  do with their abilities.
• Do not tolerate harassment or prejudice. Try to
  resolve the problem peacefully with the offending
  person report it to management if necessary.
  Document incidents by putting the details in
  writing.
• Know that office romance can lead to claims of
  harassment or favoritism (special treatment given
  to an employee regardless of work performance).

15
R-E-S-P-E-C-T

• To grease the wheels of business,
• avoid harassment prejudice and
• respect your colleagues in 8 ways
• 1. Be courteous. Say Good morning! and Please
  and Thank you!
• 2. Respect privacy even if theres no door.
• 3. Dont interrupt. Wait politely.
• 4. Be on time.

16

• 5. Dont gossip or backstab. Say, Id rather not
  talk about people.
• 6. Respect the chain of command (hierarchy of
  employees) and report to your supervisor, not
  your supervisors boss.
• 7. Know the protocol (conduct code that tells
  you, among other things, how to address people).
• 8. Respect yourself.

17
Be a Productive Team Member

• Productive team members are valued employees. To
  stay productive
• Communicate frequently promptly.
• Stick to business.
• Stay organized.
• Avoid annoying others with music or chitchat or
  speakerphones.
• Help others and ask for help when you need it.

18
4. Business Travel Meals

• Traveling to customers sharing meals builds
  relationships and business if done well.
• Productive business trips require
• 1. planning ahead and using
• 2. proper etiquette (rules of politeness
  courtesy including table manners other
  appropriate behavior in public).

19
Prepare for Your Trip

• If driving
• 1. Clean your car inside out or reserve a nice
  rental car in advance.
• 2. Take a map.
• 3. Allow extra time for traffic jams.
• 4. Know the local driving rules laws about
  cell phone usage when driving.
• 5. Confirm all hotel reservations.
• 6. Hang your clothes in the car in a
  garment bag to reduce wrinkles.

20

• If flying
• 1. Arrive at the airport extra early with a photo
  ID.
• 2. Never joke about hijacking or bombs.
• 3. If flying abroad, bring your passport (your
  government ID) and if needed, a visa (official
  permission to enter a country). A travel agent
  can help you obtain them.
• 4. Dont talk loudly on the phone in
• public about work.
• 5. Respect airline employees.
• 6. Be on your best behavior.

21
General Travel Tips

• Dress as you would for work, or better.
• Confirm all hotel, car, and flight reservations
  and your business meetings.
• Take work with you so you can be productive
  during wait times.
• Make a travel checklist of what youll take with
  you on business trips, including a pen, a pad,
  and a watch.
• Take your credit card (your own or the companys)
  and business cards.
• Keep all your receipts to be reimbursed.
• Call your office frequently.

22
At the Hotel

• Unpack right away.
• Iron any wrinkled clothes.
• Keep your room neat tidy since you may have
  client guests.
• Use the hotels concierge, a hotel employee with
  a desk in the lobby, for directions, restaurant
  tips, or problems.

23
About Dining with Clients Business Associates

• Turn off your cell phone.
• Keep the talk light pleasant.
• - Avoid talk of religion, politics, anyones sex
  life.
• - Dont badmouth your company or anyone youve
  worked for.
• - Keep your emotions in control.
• Wait until after the main course to talk
  business.
• Pick up the check if youre the host.

24

• Ms. Manners says
• Dont begin eating until everyone has been
  served.
• If your food has been delayed and the others have
  theirs, tell them they can eat.
• Dont talk with your mouth full.
• Chew with your mouth closed.
• Drink no alcohol or less than anyone else.
• Use the b for bread and d for drink rule of
  thumb.
• When done, put your knife fork parallel on your
  plate.
• If dining at someones house, bring a small gift
  send a thank-you note.

25
5. Business by Phone E-Mail

• Much of business today is done by telephone or
  e-mail.
• Use these media tools well by
• - Knowing their features.
• - Preparing carefully.
• - Conveying a positive tone.
• - Being clear, accurate concise.

26
Phone Manners

• When speaking, use your words voice to convey
  politeness enthusiasm.
• Check with company policy to decide on a greeting
  when you answer your phone or others phones.
• Learn how to apply your phones features to put
  caller on hold, transfer calls, and make a
  conference call (one that includes people at
  three or more locations).

27

• Dont irritate others by using a cell phone in a
  crowded place.
• Dont name anyone or mention your companys name
  when using your cell phone in a public place.
• Dont have a phone on speaker when placing a
  call always ask the person you called for
  permission to use the speakerphone feature.
• Dont use the speakerphone with someone of higher
  rank.
• Screen your calls when necessary.
• Return all calls as soon as possible.

28

• Prepare before making important phone calls
• - List your main points or ideas.
• - Rehearse a few sentences or questions listen
  to your tone.
• - Have information ready.
• - Anticipate questions.
• - Have at hand a pen, a pad, and your
  appointment calendar.
• - At the end, summarize what youve discussed
  confirm whos doing what say thank you and
  good-bye.

29
Leaving a Good Message

• If you reach someones voice mail (telephone
  message system that lets callers leave on an
  individuals phone messages that can heard later
  by the individual), you should
• - leave your full name number, enunciating
  carefully.
• - tell why you called.
• - tell when you can be reached.
• If you dont get a return call, call again since
  messages sometimes get lost.

30
Your Message Announcement

• Make callers glad they called. When recording
  your voicemail greeting
• - Keep it short, as in This is so so please
  leave me a message.
• - Do give your name.
• - Dont rudely say, Ill get back to you at my
  convenience or when I can.
• - Check your company policy on additional
  options such as call-forwarding.
• - Do speak clearly enthusiastically.

31
Calming Angry Callers

• Your companys main job is to keep customers
  happy so theyll remain customers.
• Should you take a call from a customer whos
  angry with the company or a product
• - Remain calm yourself while you let the caller
  vent.
• - Dont argue but do express concern and
  willingness to help.
• - Transfer the caller to someone who can help if
  you cant.
• - Dont put up with verbal abuse. Hang up if the
  caller doesnt heed your request to stop.
• - At the end of the call, thank the caller for
  reporting the problem.

32
Youve Got E-Mail!

• E-mail written messages sent electronically
  from computer to computer over the Internet or an
  office network.
• As with voice mail, always reply ASAP.
• E-mail makes communicating with many people quick
  easy.
• It can be a permanent record or it can be
  accidentally deleted!
• Remember, e-mail is not private.

33
Writing E-mail

• Make your message clear, concise, and correct.
• Use standard American English.
• Avoid slang, vulgarity, abbreviations.
• Use your spell-check grammar-check.
• Dont get fancy use simple words sentences.
• Re-read and revise.
• For very important e-mails, have a trusted
  colleague review it.

34
Sending E-mail

• When responding to an e-mail you received, click
  on Reply and the original message will be sent
  along with your response so you both have a
  record of the conversation.
• Use the cc option to send a copy to others to
  keep them informed.
• Dont want to let the recipient know youre
  copying someone? Use the bcc feature.
• Return receipt will let you know your message
  has been received or opened.
• Click on Forward to send an e-mail you received
  to someone else.

35
Chapter 2 Recap

• To become a successful professional, follow
  business protocol (code of conduct) in out of
  the office when you
• Groom and dress for success.
• Meet and greet people enthusiastically.
• Interact with others at work courteously.
• Travel wisely and mind your manners when dining
  with business associates.
• Communicate carefully clearly when doing
  business by phone e-mail.