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Get the Competitive Edge

Published on Nov 06, 2015

An Emily Post Business Etiquette Webinar for the American Society of Administrative Professionals

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get the competitive edge

Critical Business Etiquette
An Emily Post Business Etiquette Webinar
for the American Society of Administrative Professionals

October 24, 2013

All materials copyright 2013 The Emily Post Institute, 2013.

Photo by rocket ship
5.

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

6.

Untitled Slide

Source: AP/IPSOS Manners Poll

89% of respondents answered yes!
Photo by Leo Reynolds
7.

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

8.

Untitled Slide

Interestingly, only 8% of respondents answered yes to this one....
Photo by Leo Reynolds
9.

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

Photo by Mr Ush
10.

the "how" matters

It’s not just if
you decide to do something,
it’s HOW
you decide to do it that matters.
Photo by carmen zuniga
11.

introductions

Photo by urish
12.

shaking hands

  • Stand up. 
  • Look the person in the eyes and smile.
  • Firm handshake.
  • Say the person’s name.
Photo by MyTudut
13.

Always talk to the person who is more important/you would like to honor first.

For example, "“Mr. Government Official, I would like to introduce Tom Smith, our senior vice president, to you.”
Photo by Context Travel
14.

if you forget someone's name

  • Admit your predicament. 
  • Apologize.
  • Move on.
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15.

communications

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16.

Public or private?

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17.

This is the last time I'm going to be nice about time slips being entered in on a daily basis. I billed some bills early two days ago where all the time should have been entered in and then I open up the client this morning and see time slips entered by people that are almost 3 weeks old. This is going to STOP now or you can find another place to work. We have told everyone that this is a crucial part of this firm and I don't want to wait for you to put time in. I bill when I want and you should be right up to date for everything. Also, we all had English in high school and college, so why can't you use it when typing in your time slips, I don't have time to keep correcting your spelling and language. Some clients bills see the slips you type in. THE END

18.

The Two Block rule

(I'm not sure what the Two Block rule is, but it sounds important enough to be given its own slide and explanation.)
Photo by Thomas Rousing
19.

The headline rule

(See previous comment about Two Block rule.)
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20.

email

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21.

This is the last time I'm going to be nice about time slips being entered in on a daily basis. I billed some bills early two days ago where all the time should have been entered in and then I open up the client this morning and see time slips entered by people that are almost 3 weeks old. This is going to STOP now or you can find another place to work. We have told everyone that this is a crucial part of this firm and I don't want to wait for you to put time in. I bill when I want and you should be right up to date for everything. 
Also, we all had English in high school and college, so why can't you use it when typing in your time slips, I don't have time to keep correcting your spelling and language. Some clients bills see the slips you type in. 
THE END

An email fiasco:

Note poor grammar, missing commas, missing apostrophes....
22.

1. Let it simmer.

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23.

2. Your subject line is your first impression.

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24.

Hi Liz. Just checking in on whether the Congressman is available next week. [REDACTED] can confirm a meeting for you. She is available at [REDACTED].

Another email fiasco....
25.

Who's Liz?

The response...
26.

3. Check for spelling and grammar.

Photo by TerranceDC
27.

Hi Elizabeth - I thought you went by Liz. Apologies if that is incorrect.

28.

Click to Edit

4. Avoid ALL CAPS, emoticons, and txt msg spk
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29.

Click to Edit

5. When in doubt, defer to the formal (Ms. or Mr.)
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30.

I do not go by Liz. Where do you get your information?

31.

6. Pay attention to salutations, closings, and signature blocks.

Photo by pierret_christian
32.

When words alone are your image

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33.

7. Use "cc" and "reply all" sparingly.

Don’t use “Reply All” to:
RSVP to a meeting
Say thanks
Continue an email chain with the sender only
Only use “Bcc” to:
Minimize unnecessary “Reply All”
Protect email privacy
Photo by geishaboy500
34.

Hi Liz, Just checking in on whether the Congressman is available next week. [REDACTED] can confirm a meeting time for you - she is available at [REDACTED]. Thanks! ________________________________
Who is Liz?
________________________________
Hi Elizabeth, I thought you went by Liz - apologies if that is incorrect. Best,
________________________________
I do not go by Liz. Where did you get your information?

Another email fiasco.
35.

your personal brand

Photo by urish
36.

When words alone are your image

Call or visit someone in person if email becomes tense or strained.


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

Photo by DeeAshley
37.

communicating

Photo by urish
38.

A healthy communication diet

Photo by epSos.de
39.

smartphone communication

  • Make the person you are with your priority.  
  • Only use a smartphone in a meeting for meeting purposes.
  • Spell out texts and emails in full.
  • Keep texts short.
  • Watch out for auto-correct!
Photo by PistigriloXP
40.

your personal brand

Photo by urish
41.

WHAT IS A PERSONAL BRAND?

Other examples:

Considerate
Engaging
Timely
Reliable
Honest
Diligent
Efficient
42.

MAKING IT WORK

  • Attributes need to complement company values.  
  • Top attributes can change with time.
  • Sincerity is the foundation.
  • Consistency is key.
Photo by Muffet
43.

Linkedin tips

  • LinkedIn is a public site.
  • Link with people you can vouch for.
  • Connecting: who and when.
  • Be honest about your skills and experience.
  • Use a professional photo.
Photo by nan palmero
44.

Personal you vs. business you

Photo by Lotus Carroll
45.

social media

Photo by urish
46.

Despite privacy protections, these pages are 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.
Photo by Leonard John Matthews
47.

general social media tips

  • Think before posting (avoid negative & overly personal)
  • Privacy settings aren’t foolproof
  • Be transparent
  • Don’t “social not-work."
  • Speak to your entire audience.
Photo by aunullah
48.

TOP OVERSHARING PET PEEVES

Source: Intel survey
49.

wrap-up

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50.

“True confession but I’m in one of those towns where I’d scratch my head and say ‘I’d rather die than live here.’”

Example of a failed tweet
Photo by Al_HikesAZ
51.

“I find it ironic that Detroit is known as the #motorcity, and yet no one here knows how to *&%#* drive.”

Humor + negativity = snarky.

This was tweeted by a new media account rep -- who subsequently lost Chrysler as a client.

Photo by mechanikat
52.

"Millions are in uproar in #Cairo. Rumor is they heard our new spring collection is now available online at [link redacted] -KC.”

Tweeted by Kenneth Cole on launch of new line. The result: #boycottKennethCole
Photo by davitydave
53.

You open your Facebook account and see that a new client has sent you a friend request. You feel uncomfortable accepting but don’t want to offend them.

What do you do?

54.

facebook tips

  • You don’t have to accept friend requests.
  • Check privacy settings regularly.
  • It’s OK to untag photos of yourself.
Photo by Robert S. Donovan
55.

LINKEDIN tips

  • LinkedIn is a public site.
  • Link with people you can 
vouch for.
  • Connecting: who and when.
  • Be honest about your skills and experience.
  • Use a professional photo.
Photo by nan palmero
56.

Personal You vs. Business You

Would you be comfortable if someone from work saw your Facebook page, followed you on Twitter, or read your blog?


Does your online presence match your personal brand?
Photo by Lotus Carroll
57.

Congruency = Trust

Photo by Jonathan Adami
58.

EVERYDAY WORK MANNERS

Use “please”, “thank you,” “you’re welcome,” and “excuse me”
Listen:
Give your full attention to those you are with
Don’t interrupt
Be on time for meetings and calls
Reply to emails within 24 hours
Avoid gossip
Keep personal calls, texts, emails, and personal social media use to breaks only
Smile and be friendly
59.

thank you

Anna Post, The Emily Post Institute @emilypostinst
Photo by Silus Grok
60.

closing notes

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Catherine Carr

https://www.haikudeck.com/vitamin-c-creative-portfolio-business-presentation-LEEXVKdNwE