Business Etiquette For Dummies E-Book

Sue Fox

• Herausgeber: John Wiley & Sons
• Kategorie: Ratgeber
• Sprache: Englisch
• Veröffentlichungsjahr: 2011

Seitenzahl: 561

Beschreibung

Make no mistake, etiquette is as important in business as it is in everyday life -- it's also a lot more complicated. From email and phone communications to personal interviews to adapting to corporate and international cultural differences, Business Etiquette For Dummies, 2nd Edition, keeps you on your best behavior in any business situation. This friendly, authoritative guide shows you how to develop good etiquette on the job and navigate today's diverse and complex business environment with great success. You'll get savvy tips for dressing the part, making polite conversation, minding your manners at meetings and meals, behaving at off-site events, handling ethical dilemmas, and conducting international business. You'll find out how to behave gracefully during tense negotiations, improve your communication skills, and overcome all sorts of work-related challenges. Discover how to: * Make a great first impression * Meet and greet with ease * Be a good company representative * Practice proper online etiquette * Adapt to the changing rules of etiquette * Deal with difficult personalities without losing your cool * Become a well-mannered traveler * Develop good relationships with your peers, staff, and superiors * Give compliments and offer criticism * Respect physical, racial, ethnic, and gender differences at work * Learn the difference between "casual Friday" and sloppy Saturday * Develop cubicle courtesy * Avoid conversational faux pas Business etiquette is as important to your success as doing your job well. Read Business Etiquette For Dummies, 2nd Edition, and make no mistake.

Leseprobe

Business Etiquette For Dummies, 2nd Edition

by Sue Fox

Published byWiley Publishing, Inc.111 River St.Hoboken, NJ 07030-5774www.wiley.com

Copyright © 2008 by Wiley Publishing, Inc., Indianapolis, Indiana

Published simultaneously in Canada

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Library of Congress Control Number: 2008924948

ISBN: 978-0-470-14709-2

Manufactured in the United States of America

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About the Author

Sue Fox has provided etiquette products, educational material, group training, and private consultations to business professionals, celebrities, corporations, and educational institutions since 1994 through her company, The Etiquette Survival Group, which has offices in California. She has set up many Etiquette Survival consultants throughout the United States and internationally. Before that, she was employed in the high-tech industry, with 10 years’ experience in sales, marketing, and event planning at Apple, Inc.

Sue has traveled extensively and is well acquainted with various international cultures. Her travels have taken her to East Africa, Central America, and Europe. Sue and her company have provided etiquette programs throughout the United States, Singapore, Malaysia, Hong Kong, and India.

Sue is a professional member of the International Association of Protocol Consultants (IAPC) and has an additional background in image consulting and makeup artistry, with 20 years of fashion-modeling experience in television and print.

Sue is also the author of Etiquette For Dummies, published by Wiley Publishing, Inc. She is executive producer of The Etiquette Survival Kit, a series of educational videos and DVDs featuring dining and social etiquette and proper table settings for adults and teens.

The Etiquette Survival Group and its affiliates MCE (Los Angeles, California) and Global Adjustments (Chennai, India) have formed strategic alliances and currently are developing etiquette and diversity products and programs. They are working together to create a better understanding of people in diverse business and social environments by emphasizing the importance of respect, diplomacy, and civility in every aspect of life.

Sue and her businesses have been featured in many national and international publications, including Woman’s Day, Vogue, Ladies’ Home Journal, Real Simple, American Baby, Newsweek, Fortune, New York Magazine, US Weekly, People, Los Angeles Times, the New York Times, the Wall Street Journal, New York Post, Chicago Tribune, Washington Times, San Francisco Examiner, Boston Globe, USA TODAY, Sunday London Times, Australian Financial News, Folha de S. Paulo, Brazilian Daily News, Nikkei Business Journal, Times of India, and The Hindu Businessline.

Sue’s media credits include radio interviews and feature stories on CNBC, KRON-TV (San Francisco), Knowledge TV, San Francisco Mornings on 2, KOVR-TV (Sacramento), ABC World News,ABC News with Sam Donaldson, KQED-TV (San Francisco), CNET.com, and KABC-TV (Los Angeles).

Sue is the mother of two grown sons, Stephen and Nathan, and she has two grandsons, Joseph and Michael Fox.

Find out more about Sue and her business by visiting her Web sites: www.susanannefox.com, www.etiquettesurvival.com, and www.etiquettesurvivalgroup.com.

Dedication

To my sons, Stephen and Nathan Fox, for their love and encouragement.

Author’s Acknowledgments

I’d like to express my sincerest thanks to the dedicated team at John Wiley & Sons who generously contributed to the preparation of this second edition. My continued gratitude goes to my acquisitions editor, Tracy Boggier, and my project editor, Georgette Beatty, for their guidance and expertise.

Big thanks go to my copy editor, Kathy Simpson, for her meticulous editing, and to the additional talent at Wiley, illustrator Liz Kurtzman and cartoonist Rich Tennant, who helped shape this book.

My sincere appreciation goes to my technical editor, colleague, and friend, Syndi Seid, for her editing expertise and knowledge. A special thank you to my agent, Reid Boates, and my colleagues Millie Drum, Gayle Downs, and Cheryl Dandridge for their generous assistance during this project. It has been a privilege to work with all of you!

To my friend and business partner, Linda Cain, thank you for your ongoing support and encouragement. My appreciation and gratitude go to all my colleagues, clients, students, and Etiquette Survival consultants, who motivate me to continue in the quest of raising awareness about treating others respectfully.

I gratefully acknowledge the love and support of all my family members and friends. You have been there for me through thick and thin. Thank you! To my two adorable grandsons, Joseph and Michael Fox, you bring me so much happiness.

Finally, I would like to thank all of you who read this book. May we all strive for a more civil society.

Publisher’s Acknowledgments

We’re proud of this book; please send us your comments through our Dummies online registration form located at www.dummies.com/register/.

Some of the people who helped bring this book to market include the following:

Acquisitions, Editorial, and Media Development

Project Editor: Georgette Beatty

(Previous Edition: Tim Gallan)

Acquisitions Editor: Tracy Boggier

Copy Editor: Kathy Simpson

(Previous Edition: Ben Nussbaum, Tamara Castleman)

Editorial Program Coordinator: Erin Calligan Mooney

Technical Editor: Syndi Seid

Editorial Manager: Michelle Hacker

Editorial Assistants: Joe Niesen, Leeann Harney

Cartoons: Rich Tennant (www.the5thwave.com)

Composition Services

Project Coordinator: Lynsey Stanford

Layout and Graphics: Stephanie D. Jumper, Laura Pence, Christine Williams

Special Art: Elizabeth Kurtzman

Proofreaders: Laura Bowman,David Faust, John Greenough

Indexer: Cheryl Duksta

Special Help: Alissa D. Ellet, Christy Pingleton

Publishing and Editorial for Consumer Dummies

Diane Graves Steele, Vice President and Publisher, Consumer Dummies

Joyce Pepple, Acquisitions Director, Consumer Dummies

Kristin A. Cocks, Product Development Director, Consumer Dummies

Michael Spring, Vice President and Publisher, Travel

Kelly Regan, Editorial Director, Travel

Publishing for Technology Dummies

Andy Cummings, Vice President and Publisher, Dummies Technology/General User

Composition Services

Gerry Fahey, Vice President of Production Services

Debbie Stailey, Director of Composition Services

Contents

Title

Introduction

About This Book

Conventions Used in This Book

What You’re Not to Read

Foolish Assumptions

How This Book Is Organized

Icons Used in This Book

Where to Go from Here

Part I : Conducting Yourself Gracefully in the Business World

Chapter 1: Displaying Good Manners at Work

Conducting Yourself with Class

Communicating in the Business Arena

Behaving No Matter Where Your Business Takes You

Overcoming Challenges at Work

Traveling Near and Far

Chapter 2: Making a Positive Impression on the Job

Surviving the Job Interview

Being a Positive Part of the Workplace

Visiting Another Office

Chapter 3: Working in a Diverse Environment

Respecting Physical Differences

Respecting Racial and Ethnic Differences

Respecting Gender and Sexual Differences

Chapter 4: Look Sharp! Creating Professional Style and Presence

The Essentials of Building an Appropriate Work Wardrobe

Casual Workplace Wear for Women

Formal Business Clothes for Women

Casual Workplace Wear for Men

Formal Business Clothes for Men

You Clean Up Well! Personal Hygiene and Grooming

Sending All the Right Signals: Body Language and Comportment

Part II : Building Better Communication Skills

Chapter 5: The Art of Meeting and Greeting

Making Introductions with Ease

Handling the Handshake

Chapter 6: Making Polite Conversation

Speaking Wisely and Listening Well

Handling Office Conversations

Branching Out and Getting Noticed with Effective Mingling

Dealing with Common Conversational Faux Pas

Chapter 7: Improving Your Telephone Manners

Speaking and Listening on the Phone

Making the Most of Telephone Technology

Conducting Conference Calls and Videoconferences with Care

Chapter 8: Sharpening Your Written Communication Skills

Communicating with Clarity and Courtesy

Surveying Corporate and Executive Stationery

Writing Common Types of Business Correspondence

Handling Formal Correspondence

Addressing Envelopes for Business

Chapter 9: Keeping Up with Electronic Etiquette

Keeping Your Information Secure

Handling ’Round-the-Clock Communications

Practicing Civility on the Internet

Figuring Out E-Mail Etiquette

Being Mannerly with High-Tech Gadgets

Using Office Equipment Appropriately

Part III : Behaving in the Boardroom and Beyond

Chapter 10: Minding Your Meeting Manners

Planning a Meeting

Taking a Seat

Being an Effective Chair or Participant

Chapter 11: Engaging in Business Meals and Parties

Organizing a Business Meal at a Restaurant

Planning the Perfect Social Event for Business

Drinks, Anyone? Understanding Cocktail Parties

Attending a Banquet

Chapter 12: Mastering Dining Etiquette

Starting Any Meal on the Right Foot

A Primer on Basic and Formal Table Settings

The Meal: Managing Basic to Formal Dining

Scoring High Marks for Wine Savvy

Coping with Difficult-to-Eat Foods and Unusual Utensils

Managing Dining Mishaps

Chapter 13: Attending Conferences, Trade Shows, and Special Events

Being a Stellar Representative of Your Company

Schmoozing and Networking

Socializing after Hours

Planning and Participating in Special Events

Chapter 14: Taking Part in a Variety of Social Off-Site Activities

Hosting Group Outings

Displaying Good Manners, No Matter the Sport

Attending Sporting and Cultural Events

Chapter 15: Marking Life’s Major Events and Passages

Making the Most of Company Parties

Employee Birthdays, Weddings, Babies, and Deaths

Pondering Whether to Give or Not to Give

Finding Appropriate Gifts for Every Occasion

Part IV : Overcoming Work-Related Challenges

Chapter 16: Coming to Terms with Difficult People

Getting a Grip on Work Dynamics

Understanding Problem Personalities

Taking a Deep Breath and Relaxing after an Irritating Run-In

Chapter 17: Managing Office Conflict

Realizing That Conflict Can Be Good (It’s True!)

Managing Conflict with Your Peers

Resolving a Conflict with Your Boss

Managing Conflict If You’re the Boss

Staying Out of the Fray If You’re a Spectator

Chapter 18: Managing Ethical Dilemmas at Work

Billing the Company for Expenses

Understanding Loyalty, Confidentiality, and Security

Mixing Personal Business and Work

Saying “No” and Maybe — Just Maybe — Keeping Your Job

Chapter 19: Handling Sexuality in the Workplace

Defining and Avoiding Sexual Harassment

Confronting Sexual Harassment

Having a Romantic Relationship with Someone from Work

Part V : Doing Business on a Global Scale

Chapter 20: Pack Your Manners! Traveling for Business

Planning Your Trip

Practicing Good Manners When You Travel By Air

On the Road Again: Using Public and Private Transportation When You Arrive

Knowing the Ins and Outs of Hotels

Traveling with Colleagues

Staying Safe: A Special Word for Women Travelers

Chapter 21: Now You’ve Arrived: Adapting to a New World

Minding Your Multicultural Manners

Taking to the Foreign Road

Chapter 22: Crossing Cultural Lines: Your Passport for Success

Exploring Business Etiquette in Europe

Acting Appropriately in Africa

Showing Respect in the Middle East

Behaving Gracefully in India

Adhering to Traditions in Asia

Doing Business in Australia and New Zealand

Building Business Relationships in Latin America

Part VI : The Part of Tens

Chapter 23: Nearly Ten College-to-Career Etiquette Tips

Start with Some Etiquette Research

Take an Etiquette Class

Get Noticed with a Flawless Cover Letter and Résumé

Present Yourself Professionally

Master the Art of Introductions

Communicate with Style and Confidence

Experience the Magic of Networking

Make Yourself Clear on the Phone

Cultivate Contacts via E-Mail

Chapter 24: Ten Tips for Impressive Job Interviews

Do Your Homework on the Company

Practice Your Answers

Dress the Part

Arrive Early

Make a Lasting First Impression on the Interviewer

Keep It Simple and Stay Focused

Play It Cool

Use Your Best Table Manners

End the Interview on a High Note

Send a Thank-You Note

: Further Reading

Introduction

The need for etiquette has not disappeared just because we live and do business differently from the way we did 1,000 years ago. In fact, knowing how to treat other people well is more important now than ever. In the past 40 years, fundamental changes have occurred in the makeup of the workforce and the way people do business, and some of the rules have changed forever.

By examining how good manners apply to the work world, you benefit yourself and everyone around you. After all, who you are shows in how you behave and in how you appear to others. How you look, talk, walk, sit, stand, and eat — in other words, how you present yourself — speaks volumes about who you are and creates the impression you give other people, not only in your personal life, but in your professional life as well.

Although the basics of etiquette remain the same, many business situations now need redefinition and rethinking. How do you promote the right sorts of relationships in the global office? How do you foster general goodwill and success with your peers and managers? How do you handle gender, race, and sexual orientation in the boardroom and in the workplace? What are the new rules for interviewing, supervising, and changing jobs? Are there new rules about dressing and about conversing with colleagues, clients, and bosses? Do new rules apply to business entertainment, conferences, trade shows, and travel?

Think, too, of the enormous impact of computers and the Internet on the business world. Whether you work in the vortex of Silicon Valley or do business far from the high-tech tornado, the Information Age and its technologies have permanently changed most businesses. Do you know the rules for online etiquette; e-mail; and the use of cell phones, laptops, PDAs, and MP3 players?

The essential soft skills of good manners are critical to advancing your career. Not only do they give you added credibility, but they also ensure that you are an exceptional representative of your company. Having these skills often means the difference between being pigeonholed in your current position and being offered an attractive promotion or the opportunity to start your own company. You may even find yourself becoming a model for others in your business by setting a standard of respectful behavior and kindness toward others. People around you will appreciate your graciousness and follow your lead.

Proper etiquette is now understood to be vital to career and professional growth, and it is important to personal growth as well. Integrating civility into your behavior allows you to stop worrying about what to do in complex social and business situations. When good manners become part of who you are, they provide a foundation that you can take for granted when you encounter stress and anxiety. More than that, etiquette helps you recognize the importance of other people and the ways in which you can be a presence without being a burden.

The world has changed dramatically during the past few years; cross-cultural awareness is crucial, and social and business niceties aren’t nearly as pervasive or clearly defined as they used to be. Knowing how to behave courteously and professionally is far from trivial. Etiquette and protocol really do count in the business world. No matter how brilliant an employee may be, any lack of social grace will make a bad first impression on clients and business associates.

About This Book

Business Etiquette For Dummies, 2nd Edition, guides you through the new rules of business etiquette. You soon find that good manners are far more than just superficial observance of social customs. You see that graciousness and civility are sincere and come from the heart.

My intention for this book is not only to answer the technical hows and whys of etiquette and protocol, but also to show that the core of etiquette is really a way of life — one that emphasizes attention to the needs of other people and recognizes diversity. A person with good manners is someone who always tries to be generous and attentive.

Read on to rediscover the good manners you may have misplaced. Perhaps you’ll pick up a few new tips that you can incorporate into the way you work. As you read this book, grade yourself on how you conduct yourself at work right now, noting where you can improve.

You may use this book as a reference guide, reading any section that interests you. You can start at the back or in the middle. I hope that I have avoided dogmatism, but because I think certain things are really important, I have repeated and overstated them for emphasis. This book discusses some difficult parts of life. The tough issues can’t be trivialized, but neither do I want to be overly serious when it’s not necessary. Remember: “Life has to be lived forward, but it must be understood backward.”

The book is wider than it is deep. In the effort to portray a panorama of business etiquette, I have tried to include virtually all the topics that affect it. Yet no single book can provide every detail. I encourage you to join me in exploring the rules of etiquette. Perhaps you will be encouraged to check out some of the many other excellent books on this subject.

Conventions Used in This Book

Here are a few conventions to help you make your way through this book:

Italics highlight definitions and emphasize certain words.

Boldface text indicates key words in bulleted lists and actions to take in numbered lists.

Monofont points out Web addresses.

When this book was printed, some Web addresses may have needed to break across two lines of text. If that happened, rest assured that I haven’t put in any extra characters (such as hyphens) to indicate the break. When you’re entering one of these Web addresses, just type exactly what you see in this book, pretending that the line break doesn’t exist.

What You’re Not to Read

Throughout this book, I share some information that may be interesting to you but isn’t essential to your grasp of a given etiquette topic. This information appears in sidebars (shaded gray boxes); feel free to skip them.

Foolish Assumptions

It’s never too early or too late to learn about etiquette. Everyone has to interact with others to succeed. This book is great for new players in the working world, but it’s also great for those who have been in the workplace for a while and want to clear up some confusion about the complexities of social interaction in culturally diverse business environments. In short, I assume that those of you who pick up this book seek to understand or brush up on appropriate manners for the workplace; for work-related events; and for business travel, both domestic and foreign.

How This Book Is Organized

This book is divided into six parts, with 24 chapters and an index. Cross-referencing is provided between the chapters.

Part I: Conducting Yourself Gracefully in the Business World

What’s all this fuss about business etiquette? Can it really help you get ahead in business? In Part I, I explore these basic questions and share the secrets of contributing positively to the office environment and building good relations with people above and below you on the corporate ladder. I also navigate cultural diversity in the workplace. Finally, I talk about appearance, how much it matters, what people read into your style of dress and body language, and what you can do to give yourself every grooming and style advantage.

Part II: Building Better Communication Skills

“What we have here is a failure to communicate.”

How often have you heard those words? Communication is key in business, just as it is in personal life. In Part II, I help you get started by tackling one of your most common challenges: meeting and greeting other people. Many of us get tripped up on introductions, so I set you on the right path of who to introduce to whom, how to use titles, and the all-important firm handshake. Then I give you tips on making sparkling business conversation that everyone will want to be part of.

Speaking on the telephone is another situation in which manners seem to slide, so I cover how to speak and listen considerately on the phone. I explore new tactics for handling voice mail, call waiting, caller ID, speaker phones, and cell phones. Next, I look at the written word, and I close with brand-new advice on electronic etiquette.

Part III: Behaving in the Boardroom and Beyond

Meetings are chances for people to size one another up, make judgment calls, and decide who they want on their team. In Part III, I help you shine in the boardroom. I hit the potential highs and lows of group gatherings, from seating arrangements to chairing a meeting. I give you words of wisdom on surviving trade shows and conferences, and on representing yourself and your company to your best advantage. In addition, I show you what to do if the responsibility for planning a special event falls to you.

Business isn’t all about meetings and industry events, however; entertaining is also key. Business entertaining has expanded far beyond the traditional business dinner. What about golf games, rock climbing, and hang gliding? In this part, I put you through a real etiquette workout, reviewing everything from table settings and wine choices to buffet lines and company retreats. Then I help you figure out the office-party minefield. Should you give a gift? And if so, what? I also include a reminder about combining alcohol with work functions, and I give you some tips for handling them both gracefully.

Part IV: Overcoming Work-Related Challenges

Every office has at least one challenge: the difficult person. How do you handle that person and wind up on the high ground? What are some tactics for dealing with difficult people? In Part IV, I offer tips and strategies to help keep you sane. I also cover office conflicts and help you decide when and how to get involved. Then I tackle the subject of stress and how to keep your cool under pressure. I discuss some ethical dilemmas that occur at work, and use real-life scenarios to illustrate the right and wrong ways to handle them. I close with a discussion of office romance and sexual harassment — and how to draw the line between the two situations.

Part V: Doing Business on a Global Scale

As communication and business travel increase, people are working more and more with colleagues overseas. You have to know how to get along in Minneapolis and in Mumbai. Having to know so much can be intimidating, but in Part V, I give you some universally helpful pointers. From traveling with colleagues tosurviving airline travelto knowing what to pack and how to speak when you get there, I get you through international business travel with dignity. I examine international etiquette by region, explaining ways of adapting to other cultures, customs, foreign attitudes toward women, and ways in which business is conducted around the world.

Part VI: The Part of Tens

This part is where you find my best advice, concisely given — quick, tried-and-true tips for the transition from college to career and for job interviews.

Icons Used in This Book

I use little pictures, called icons, to flag bits of information throughout the book. Here’s what they mean:

This icon indicates a story that helps explain an important concept.

Beware of the potential missteps highlighted by this icon.

This icon points out take-home messages to last a lifetime.

Wherever you see this icon, you find small hints that help make the bumps easier.

When you see this sign, pay attention!

Where to Go from Here

The introduction is the end of the beginning and a broad template of the rest of the book. I hope that as you read, you pick up ideas and information that allow you to be yourself while being considerate of other people. Start by becoming aware. So keep reading!

Part I

Conducting Yourself Gracefully in the Business World

In this part . . .

In this part, I give you the secrets of contributing positively to the workplace while building good relations with others above and below you on the corporate ladder. You find solid advice for surviving job interviews and ways to make a positive impression. This part also helps you respectfully navigate today’s culturally diverse work environments. Finally, I talk about professional appearance, how much it matters, what people read into your style of dress and body language, and what you can do to give yourself every grooming and style advantage to look sharp.

Chapter 1

Displaying Good Manners at Work

In This Chapter

Developing good etiquette on the job

Improving your communication skills

Surviving meetings and special events

Handling challenges in the workplace

Becoming a well-mannered traveler

Business etiquette is vitally important for creating a harmonious work environment and for representing your company in the best manner possible. Although many people consider their technical skills and intelligence to be their most important job qualifications, many employers consider the ability to get along well with colleagues and clients even more important. Being well mannered means two things above all else: respecting others, and treating people with courtesy and kindness.

Whether your company is a highly caffeinated startup, a small gift boutique, or a large law firm, good manners at work are important because they emphasize your willingness to control your behavior for the benefit of others. I introduce you to the basics of business etiquette in this chapter.

Conducting Yourself with Class

As a representative of your company, you stand not only for yourself, but also for the company as a whole. If you are poised, courteous, and respectful to your company’s clients, they will extend their approving judgment to other employees of your company. If you are inconsiderate, insolent, and rude to your company’s clients, you will be out of a job soon.

Acting with grace and tact is also crucial within your workplace. In the following sections, I introduce you to three important concepts: making a positive impression on your colleagues, working well in a diverse environment, and dressing appropriately.

Making a good impression

Your considerate behavior in the office and with clients makes a big impression; it’s instantly recognizable and beneficial to both you and to your company. When a courteous employee works with others, including his peers, staff, and superiors, his grace lends an air of professionalism to the workplace that others emulate and that employers reward.

Being a well-mannered business professional is harder than memorizing a bunch of stuffy rules. The greatest challenge is to incorporate the rules of good behavior so readily that you don’t have to think about them at all. For details on how to make a positive impression on the job, see Chapter 2.

Working in diverse environments

In today’s increasingly global business environment, people of various physical abilities, races, ethnicities, and genders work together. But misunderstandings, thoughtlessness, and poor attitudes create barriers among colleagues and cause fear, hurt, and isolation. The use of appropriate language is crucial for respectful and dignified communication. Education and considerate thought are needed to remove misunderstandings and unnecessary discrimination in the workplace. See Chapter 3 for full information about acting gracefully in diverse work environments.

Dressing well

Psychologists say that most people form impressions of others in the first four minutes and that 80 percent of an impression is based on nonverbal signs. In other words, what comes out of your mouth has very little to do with how people judge you. Also, after you make a first impression, getting people to change that judgment is hard.

How you dress, how you groom yourself, and how you handle your body language in the workplace are all part of your “packaging.” As in product packaging, you can present yourself to be most appealing, and you can present yourself differently according to the time and place.

A well-mannered person always considers the impression communicated by clothing, body language, and grooming. Always be thinking about what your appearance says about you. Never pretend to be anything you aren’t. You should not be uncomfortable or present an image that is not you, but you should present the best you that you possibly can. For more on appropriate business attire and professional presence, see Chapter 4.

Communicating in the Business Arena

Clear communication in business is an essential part of being courteous to others, whether you’re conversing in person, talking on the phone, writing a letter, or chatting on the Internet. What you say reflects who you are, so you want your words to build others up rather than tear them down in any way.

Polishing your introductions

In the business world, you meet new people all the time, for many reasons and in many situations. Being able to introduce others makes everyone feel comfortable and is one of the most useful skills you can acquire in business. The ability to remember names, shake hands properly, and graciously accept and receive a business card demonstrates that you’re at ease and in control, which sets others at ease too.

Knowing how to make a graceful introduction not only allows you to concentrate on making a good impression, but also gives you the confidence and power to nurture relationships from the get-go. To discover more about practicing these skills and using them properly, see Chapter 5.

Mastering the art of conversation, in person and on the phone

So many people work in front of a computer screen all day that they tend to forget the usual social graces of conversing. A conversation occurs when two or more people discuss a topic, exchange ideas, share information, and give one another an opportunity to contribute. Having a conversation is the best way to find out what other people like, think, and need.

Every time you make or receive a telephone call at work, you’re representing your company. Many times, the first contact a person has with a company is over the phone, so the impression you make on the phone may be a lasting one. Therefore, you want to sound professional.

Take the opportunity to reinforce your business contacts and improve your work relationships by exercising your best manners when conversing in person and using the phone. For more on improving your conversational skills, both in person and on the phone, head to Chapters 6 and 7.

Understanding business writing, online and off

Just like a handshake or good phone skills, business correspondence can tell people a lot about you. Anything that you mail out is a reflection on your company, so make sure that you correspond professionally. Selecting appropriate stationery, crafting a business letter correctly, and remembering to send thank-you notes not only makes you look good, but also shows that you care about the impression you make for your company.

Communicating by e-mail is no different from writing on company letterhead. A business communication is business, period. A certain degree of formality is required. Just because e-mail tends to be more immediate and personable doesn’t mean that it needs to get personal. Just thinking about how the other person is likely to receive your communication can go a long way toward preventing misunderstandings and offenses. A simple test is to ask yourself, “How would I feel in these circumstances if I received this message?”

To find out more about how business correspondence can be the best way to accomplish your business goals, see Chapter 8. I discuss the rules of proper work e-mail in Chapter 9.

Taking care when using technology

The Internet has developed its own unique rules for proper behavior. Although the Internet may seem to offer a perplexing array of new etiquette situations, the old rules still apply. Basic courtesy always means considering others’ needs first; it requires you to make others feel comfortable, which forms the basis of what’s called netiquette.

One of the main principles of Internet etiquette is remembering that you are interacting with real people in real time. Even though you see only words on a monitor, a flesh-and-blood person is behind them. This live human being deserves the same respect that you would offer him face to face.

The manners associated with these new devices have taken a turn for the worse. The problem isn’t the technologies, but the ways they are being used and abused. Technology has made communication easier, yet at the same time, people have created a need for instant gratification. For guidelines on minding your manners with technology, see Chapter 9. Although the information there may not be totally new to you, knowing the rationale behind it is always helpful. Either way, being able to distinguish yourself online as a considerate person to your colleagues and coworkers is important.

Behaving No Matter Where Your Business Takes You

In business today, you must know how to conduct yourself properly in a variety of situations. From company parties to the boardroom, your behavior is observed and judged daily by employers, clients, and coworkers. Knowing how to behave properly and respond in certain business situations puts everyone at ease and builds self-confidence. Your ability to establish effective working relationships wherever your business takes you can make or break your career.

Meetings

Business meetings are one area in which poor etiquette can have really negative effects. No matter what your job entails or where you work, knowing meeting-etiquette rules should be a priority. Meetings provide you an opportunity to shine in front of your clients, coworkers, and superiors. You can demonstrate your meeting manners in quite a few ways with positive results. If you haven’t thought about what goes into being an effective meeting chair or participant, or about how knowing a few meeting guidelines can improve your chances of success, check out Chapter 10.

Business meals and parties

The business world can be quite overwhelming, even if you never leave the office. When entertaining enters into the business mix, it’s easy to get confused about what is appropriate and what is not. The goal of mixing business with pleasure is to create a warm social atmosphere even with the necessary business undertones. Business entertaining is a way to foster personal trust and confidence in others and is the fastest-growing way to do business. From staff breakfasts to working lunches to cocktail receptions for clients, being in your best business form at any meal really pays off. See Chapter 11 to find out key strategies for entertaining.

Table manners can make the difference between getting that promotion or not, and between closing that business deal or not. Fortunately, old habits can be changed if you want to change them; all it takes is some effort. For a thorough discussion of proper dining etiquette, see Chapter 12.

Conferences, trade shows, off-site activities, and other events

Conferences and trade shows may masquerade as chances to update the status of a project or to catch up on industry developments, but they’re really a way to find out about and measure other people. These events give you an opportunity to shine in front of your superiors and your peers. Industry events are also great places to make contacts in your field and find out more about what’s going on at other companies. No matter how you feel about these events (some people love them, and some people hate them), guidelines exist. For details on attending special work-related events, see Chapter 13.

Most would agree that off-site company activities are an effective means of team building and a big part of today’s work environment. But, knowing how to be a team player and balance work with play requires a few skills. Whether you’re hosting a group activity, playing golf with a client, or attending a business retreat, make your way to Chapter 14 for a few key etiquette elements that can help you when taking part in a variety of off-site activities.

Life’s major passages

Special occasions, such as a coworker’s wedding or your boss’s birthday, can put your manners to the test. Even though you may encounter these situations less frequently in business, they often require you to be aware of a different set of etiquette rules. Whether you’re attending a christening, a funeral, or a graduation, what counts most is that you are there for your coworkers, colleagues, and clients and that you show you care. Head to Chapter 15 for more on making it through life’s big events with grace and style.

Overcoming Challenges at Work

Your success in getting along with others in your workplace has a major influence on your career success. You can have excellent job skills and good productivity, but if you don’t fit in with the people you work with and your colleagues find you difficult, you’ll have a much tougher time winning promotions and advancing your career. On the flip side, you may have to work with someone difficult or manage conflict among colleagues. In this section, I introduce the basics of overcoming these and other challenges.

Dealing with difficult people

Sometimes, folks who work together don’t get along. Some people are difficult because of their personalities; others are difficult because of their positions in the company. You may never know why certain people are difficult, but the reason could be a lack of self-esteem or confidence.

For better or worse, what goes on at work comprises the most significant portion of your social life. You most likely spend more time with coworkers than you do with friends outside work, and in many instances, you spend more time at your job than you do with your family. Mastering the techniques of understanding various personality traits and group dynamics will make your work life a lot less stressful. See Chapter 16 for complete guidelines on dealing with difficult personalities.

Coping with conflict

You can manage office conflict effectively in lots of ways. Practice active listening, ask clarifying questions, be willing to compromise, look at the bigger picture, watch your language, and put yourself in the other person’s shoes. When the temperature goes up, actively look for ways to cool it down. Vent if you must (just not at work).

Believe it or not, some conflict is actually helpful. In Chapter 17, you find out why. That chapter also introduces some effective conflict-management tools to help you and your colleagues get along better.

Managing ethical dilemmas

Countless unfamiliar situations can arise in the workplace — situations in which you simply don’t know how to behave. Knowing how to handle every situation that comes up is impossible, but there are ways to handle the ups and downs of life on the job. See Chapter 18 to learn how your ethical manners can be your trademark.

Handling sexuality

Know your company’s policies before you get into any situation involving more than day-to-day contact with another employee. Your company may have rigid rules about fraternizing and may have special provisions designed to head off suspicions of harassment. The etiquette of office romances involves a combination of good judgment and discretion, but company rules are absolute. Yield to temptation of the wrong sort, and you may find yourself out of a job or transferred to a remote location that’s snowbound eight months out of the year.

Assuming that both you and your prospective partner are unencumbered and officially eligible, and that your company has no policy against it, there’s nothing shameful about a blossoming romance. But no etiquette exists for illicit romances — just sad consequences. To learn more about handling sexuality in the workplace, check out Chapter 19.

Traveling Near and Far

You can’t find a tougher test of your manners than when you’re traveling, especially when you’re traveling abroad. No question, travel — especially business travel — can put people under tremendous stress. But being away from home doesn’t give you permission to abandon politeness. Good travelers are always ready for the unexpected.

Packing up and heading out

Being a model of good manners means that when you leave home, your manners travel with you. Knowing a few key elements for having a safe and successful trip is essential. What does that have to do with etiquette? The better prepared you are for a trip, the better your experience will be. Head to Chapter 20 for details on traveling anywhere with your manners intact.

Acting gracefully after you arrive

After you arrive at your destination, you have to adapt to the local ways of getting around, time changes, unusual foods or table manners, and means of communication. Feeling completely comfortable in another culture can take months or sometimes years, but with just a little research, you can lessen your chances of committing a minor error or a major faux pas.

To acclimate yourself to a different culture and avoid offending your host or business colleagues, try to blend in, dress conservatively and appropriately, keep your voice low, refrain from showing strong emotions in public, and behave in a pleasant manner no matter what happens. Also, when you’re asked to taste some exotic food, do your best to be a good sport! For more on ways of adapting to another culture, see Chapter 21.

Minding your manners in different regions of the world

A wide variety of appropriate behavior exists for building business relationships in different areas of the world. By discovering and understanding the customs and cultures of the country you’re visiting, you show that you have respect for the other side, and respect is crucial in building a rapport and developing business relationships. For complete details on regional business etiquette, travel to Chapter 22.

Chapter 2

Making a Positive Impression on the Job

In This Chapter

Standing out during the job interview

Developing good office etiquette

Visiting other offices

A successful career does not come only to those who have worked the longest or the hardest, or to those who have the most impressive résumés. These days, many corporations are unwilling to send someone to the front lines unless she has a little polish, style, and finesse. (And a little finesse goes a long way!) This is the new competitive edge.

In this chapter, you are introduced to the skills required to be respectful and polite in your professional life, from your job interview to everyday life in the office, classroom, hospital, or wherever you work. Among other things, you discover how to respect others’ privacy, how to handle criticism and compliments, and how to be a good visitor. By the end of the chapter, you’ll know what it takes to be a gracious and generous colleague.

Surviving the Job Interview

So after days of networking, you have an interview with the company you most want to work for. Congratulations! Your next response is likely dread. How can you make the best possible impression? What will make you stand out above the others? You want to be polite and charming, but you don’t want to come across as overly confident or arrogant. You want to negotiate a great starting package, but you don’t want to seem greedy. Bottom line: You want the company to like you, and you want it to convert that affection into cash while everyone maintains professional decorum.

If you’re like most people, job interviews are on your list of least-favorite activities. Just as you’re meeting a whole group of people for the first time, you’re also trying to assess them as potential colleagues, as well as to determine whether all those nice things they’re saying about the company and how much they love it are really true. You’re also trying to assess the job and how it compares with your other opportunities. As though those things weren’t enough, you suddenly need to brag about your many accomplishments — something your mother told you never, ever to do. All this pressure is enough to send you around the bend.

Relax. This section doesn’t guarantee you that dream job, but it can help you make a positive impression while maintaining your dignity.

Soul searching before job searching

First of all, you need to put some serious effort into deciding what kind of job you really want. You’re in luck. An entire industry is dedicated to helping you find the perfect job. Start on the Internet, or at your local library or bookstore. You can also check out job-search Web sites such as www.monster.com or www.careerbuilder.com. These sites not only give you guidance about different lines of work, but also provide job counseling, interviewing tips, and outstanding advice on composing an effective résumé.

Before you secure an interview, read and learn as much as possible about the company. Test flagship products, read annual reports, memorize the names of the top executives, and know the stock price. You can gain this information by searching online for relevant articles, looking in business journals, or reading a company brochure or Web site. This not only gives you added confidence and prepares you to answer questions or ask questions about the company or the products, but it also helps you decide whether it’s a company that you truly want to work for.

In the very unlikely event that the company doesn’t have an online presence or that its site isn’t very informative, start with what you know:

Query the person who referred you to the company for information. Does the boss have any pet peeves? What are they? What is the company culture? Is the company formal or casual? Is there a dress code? What should you wear to the interview?

Do a news search for the past few months, and see what you can find. Being aware of recent press releases gives you a better understanding of the business, and it also shows you’re interested in the company, the new products, marketing strategies, or other activities. You’ll also be better prepared to answer questions.

Track down the friend of the friend who used to work there. Most people like to talk about their careers, and almost everyone is pleased to help a job-hunter.

Writing appropriate cover letters and résumés

Unless you’re using a job-search company, most employers today request that you e-mail them a résumé and state that they’ll contact you if they’re interested. When you send your résumé to a company, either via e-mail or as hard copy, you should always attach a cover letter. Cover letters are so important to the application process that many times employers or HR managers reject those résumés that arrive without one.

The cover letter should be on personalized stationery, with your address, telephone number, and e-mail address (if you have one) at the top of the page. Include this basic information even if the letter is an e-mail message or e-mail attachment.

Do not use unusual fonts or brightly colored paper. Use fonts such as Times or Arial. And stick to cream-colored paper and black type. You want your résumé to stand out — but in a good way!

Stick to the communication medium you start with until the employer changes it. If you begin the correspondence on the Internet, you may continue on the Internet. If the company starts to call you, you call the company back. (See the next section for information on how to handle yourself on the phone with a potential employer.)

Your cover letter should follow these guidelines:

Keep the letter short and to the point. Even though your résumé took you hours to write, hiring managers typically spend one minute reviewing it. Keep the cover letter to one page and make the most of it by briefly highlighting your qualifications, giving a short explanation of any gaps in your employment, and providing information that will entice the employer.

State your interest in the job, and provide contact information. If you have names to drop, now is an appropriate time. (“Our mutual friend, Dr. Phil Thomas, told me you have been golfing together for years, and he suggested I get in touch with you about entry-level accounting positions.”)

Don’t go into unnecessary detail or discuss personal interests. The same goes for your religious affiliation, height, weight, sexual orientation, or any other facts that could possibly be used against you. Until you’re in an actual interview, potential employers are unlikely to be interested in any type of personal information.

Don’t be too generic. It’s important to customize your résumé and cover letter for each employer and job for which you apply. By tailoring your information and materials, you can show that you will be a perfect fit for the position.

Avoid grammatical and typographical errors in your résumé and cover letter at all costs. Your sloppiness, however unintentional, may be interpreted as a character trait. Use spell-checking and grammar-checking software, and have at least two people you trust proofread both résumé and letter before you send them. Use Standard American English, please — no shortcuts or text-messaging vocabulary!

Your résumé should be long enough to include all pertinent information that is relevant to your current career. One page is just fine if it allows you to present a complete picture. If not, don’t be shy about adding an extra sheet, but your résumé shouldn’t be longer than two pages.

One reliable format is a modified chronology, listing skills first, followed by work experience in reverse chronological order (most current first) and then education.

Unless you already have permission to do so, do not e-mail large or complex attachments with your cover letter and résumé. Although attachments may be appropriate if you’re applying for a position as a Web designer, never assume that the other person has time to download your creations.

For more information, check out Cover Letters For Dummies, 2nd Edition, and Resumes For Dummies, 5th Edition, written by Joyce Lain Kennedy and published by Wiley.

Making the most of phone calls

After you send a résumé and cover letter, the next step normally is a follow-up call to make sure that the résumé was received. However, this depends on the manner in which you have applied for the job. If you send a résumé for a job opening on a job search Web site or on a company Web site, check first to see what policy is in place. Many times it states that you will be contacted if there is an interest. If you’ve spoken with a potential employer or had any communication before you’ve sent your résumé, normally you can follow up with a call. Prepare for the call by practicing what you want to say. Your goal is to sound and speak intelligently — no shakiness in your voice, stammering, or (worse) rambling on out of nervousness. You want to sound confident, so practice until you feel completely comfortable, and use the following tips:

If you’re calling the company for information or to follow up on a sent résumé, always introduce yourself first. Say something like “Hello, this is Ron Johnson. I’m calling for Harold Haynes” or “Hello, this is Ron Johnson. I’m calling to find out the name of your vice president of marketing.”

Be patient. Receptionists often must put you on hold momentarily to address other incoming calls or to transfer the call.

Provide additional information politely if the person with whom you’re speaking requests it. Most receptionists and assistants try to screen calls; however, they normally have no problem with providing the information you need to send a résumé or to follow up after sending one. Let the person you’re speaking with know your availability (and flexibility) should an interview be requested.

Explain the subject briefly when making follow-up calls. Say something like “I had sent Mr. Haynes my résumé, and I’m calling to make sure he received it.”

Leave a brief message if you get the person’s voice mail. Include your name and phone number, and explain your reason for calling. At the end of the message, repeat your name and number slowly.

Find out the name of the person who has helped you before hanging up, in case you need to call back.

Always say, “Thank you”!

Knowing what to wear (and what not to wear)

Dressing for a job interview used to be very simple: navy suit, white blouse or shirt, and well-polished black shoes. If you’re interviewing in a traditional office and/or industry, these rules still apply. Pick a conservative tie or scarf to match your suit ensemble, snip off errant price tags, lose the flashy jewelry and excessive perfume or aftershave, use a comb, brush your teeth, and you’re home free.

In recent years, however, dress codes have become much more relaxed at many companies and nonexistent at others. In this case, your decision is a little more difficult.

Many employers explain that their casual dress policies recognize that job performance is more important than appearance. At the same time, most of the people who will interview you — whether they admit it or not — would like to see some sign that the interview is worth some special effort on your part. Dress is one way to convey that impression.

Even though workplace dress codes have relaxed in the past few years and you have more choices regarding what you can wear, it is still important to step it up a notch. If you’re not wearing a business suit for the interview, your attire should reflect that you respect yourself. Beyond that, you may want to consider a few subtleties that can affect your choice of outfit. For example, to make a good impression, wear an outfit that would be suitable for the work you would be doing. If you would be doing computer work in an office environment, neat slacks and a well-pressed, button-down shirt or blouse will do.

If the job calls for a uniform, business casual for the interview is appropriate. For an outside sales position, men should consider dressing in a tie and business suit. Women clearly have more options, but a jacket and skirt or slacks will suffice. Remember, business casual isn’t the same as “casual” and can vary from company to company. Just make sure you’re within the boundaries of the company’s standards. For more on dressing professionally, see Chapter 4.

As a general rule, tattoos and piercings shouldn’t be visible during the interview, especially in conservative business settings. Remove your piercing ornaments ahead of time.

Practicing for the interview

The best person for the job must be able to communicate to the interviewer that she is the best person for the job. To effortlessly navigate through the interview process, practice is required.

Careful thought about your job search will keep you from wasting others’ time. Doing practice interviews is an excellent strategy — if you can’t hire a professional coach, rehearse interviewing with friends, family members, friends of the family, or at least at companies you have some interest in, even if you consider them to be last resorts. If you can’t get anyone to listen to your interview, do an interview with yourself and videotape it if possible.

Face-to-face communication is 58 percent body language, 35 percent tone of voice, and 7 percent words used. Your body doesn’t know how to lie. Find out as much as you can about your body language by being aware of your posture and breathing, the positions of your hands and feet, and your facial tensions. (See Chapter 4 for more about the importance of body language.)

There are numerous Web sites on the Internet that give you everything you need to know for acing that interview! These job search sites include recommendations and suggestions on what to wear, relaxation techniques, how to get mentally prepared, what not to say, questions for you to ask, sample dialogue, common questions interviewers ask (and answers to sell yourself), tips for group interviews, and much more. For an interesting array of resources, check out the following Web sites: www.careerbuilder.com, www.monster.com, and www.hotjobs.yahoo.com.

If you can’t videotape your rehearsal, use an audiotape so you can hear your responses. What you say is important, but how you say it is just as important.

Once you’re prepared, rehearse the interview from start to finish — from greeting the interviewer, to exiting confidently. Here are a few pointers to keep in mind when practicing on your own:

Dress in the attire you plan to wear to the interview.

Practice while sitting in a chair in front of a full-length mirror so you can observe your mannerisms. Observe your posture while standing and sitting, as well as your facial expressions and hand movements.

Don’t fidget, tap your fingers, wring your hands, or touch your hair, face, or jewelry.

Read through a list of common questions and respond to each as though you are really in the interview.

Don’t ramble on; keep answers short and on track.

Remain professional and upbeat, but don’t be overly friendly or get too comfortable by discussing health problems or sharing personal information.

If it’s an interview over a meal, practice your table manners.

For additional help, purchase a copy of Job Interviews For Dummies, 3rd Edition, by Joyce Lain Kennedy (Wiley).

Painting a rosy picture on the big day

Everybody’s nervous about a job interview. What should you do? If your hands have a tendency to sweat, apply some hand sanitizer with alcohol just prior to entering the office or, in severe cases, apply antiperspirant to your palms just before leaving the house in the morning and again just before entering the interview building.

Next, relax! That’s right — relax. If that seems impossible, just concentrate on breathing deeply. The idea is to keep oxygen flowing to your brain so that you can remember all the reasons why you deserve this job. Deep breathing also prevents you from losing consciousness and waking up underneath that big ficus tree in the lobby.

You have a great deal on the line in a job interview, of course, but your display of nervousness may thwart your ability to negotiate the best deal and may even harm your chances of getting the job. Does that fact not make you feel any better? Take more deep breaths, and read the following sections. (For additional help, see Job Interviews For Dummies.)

Arriving at the office

Here are a few pointers to get you started:

Be on time. If you get lost easily (or even if you don’t), allow a few extra minutes for construction delays, traffic, and a pit stop. If you’ve never been to the building before, get specific directions, including where to park, which entrance to use, and where to go when you get inside. Write the information down, and look at a map. Better yet, drive over a day or two in advance so that you know exactly where you’re going.

Be early.