Professional Etiquette:

Impressions and Expressions Made

Mark Glenn F. Villamor

March 2011
Etiquette

What is it?

Etiquette is a code of behavior that delineates

expectations for social behavior according to
contemporary conventional norms within a
society, social class, or group.
- Wikipedia
At the end of this session, you should
be able to answer the following
questions…
 Why is this an important topic?

 How does professional etiquette benefit

me?
 What key elements of professional
etiquette do I need to know?
 Are there any helpful hints?
Professional Etiquette

Why is this an important topic?

 “Along with communicating, negotiating,
and motivating, professional etiquette is
an essential ‘soft skill’ that separates the
leaders from the left behind.”
- Jacqueline Whitmore,
International Protocol Consultant
How does it benefit me?

It’s a jungle out there…..

Competition is strong, and the way

we present ourselves is under closer
examination more than ever before.
What key elements of professional
etiquette do I need to know?

 First Impressions
 Communication
 Body Language
 Introductions
 Work Environment
First Impressions

What determines that first

impression?
 Punctuality
 Presence
 Attitude
 Preparedness
Having a Good First Day

 Don’t be Late…
“Being early is on time.”
“Being on time is late.”
“Being late is
unacceptable.”
Making An Entrance
 Have a soft smile as you enter a room.
 If you enter a room with a huge smile,

you appear overeager and insincere.

 Smile when you greet someone. A
large smile is appropriate here.
 Control your arm swing. Keep arms
close to body.
 Keep your head up!
Dressing for the Job
 Use your OJT uniforms & make a point of
asking about the dress code.
 If something happens to your uniforms & you
cannot wear them…
 Lean towards the side of conservative dress.
 Avoid bright or garnish colors and clothes that are
faded.
 Wear clean clothes.
Desirable Employee Qualities

 Cooperativeness
 Willingness to follow directions
 Willingness to learn
 Initiative
 Willingness to take on more responsibility
 Loyalty
 Honesty
Cooperativeness

-Willingness to work well with everyone else on

the job to reach a common goal

 Do tasks you don’t like w/o complaining or trying to

avoid them.
 Do your fair share of a job when working with others.
 Pitch in to help an employee who has a tough job.
 Volunteer to help employees meet a deadline or reach
a goal.
Willingness to Follow Directions

 Stop whatever you are doing, and listen to

the directions being given.
 Listen carefully even if you think you
know the procedure.
 Take notes.
 Identify the goal or purpose of the task.
 If you don’t understand, ASK
QUESTIONS!!!

13
Willingness to Learn
 You do not know everything, so don’t
pretend you do.
 Ask Questions!!!
 Be willing to learn any job.
 Even fixing the copier/printer
 Look for opportunities to get more
training.
 Take advantage of any chance.
Initiative

-Doing what needs to be done without being told

so
 Disney looks for employees who show

initiative…
Take on More Responsibility

-Willingness to accept an obligation and

to be accountable for an action or
situation

 Job will become more interesting

 Gain experience
 Volunteer for new jobs
Loyalty

 Don’t talk negative about the company

and/or supervisors when conversing with
other employees
 Be positive
 Don’t point fingers
 Help out during a crisis
Honesty

 Honesty is the best policy. Always!

 Your boss & co-workers will consider you
trustworthy.
 You will go home each day with a clear
conscience.
Communication
How do we communicate?
 Verbal
 Written/Correspondence
 Telephone

 Electronic
Verbal Communication Etiquette

Office Small Talk

 It refers to light, not-strictly-business

conversation conducted in a work setting.

 Office gossip falls into this category.

 Follow the three-point checklist.

The Three-Point Checklist

1. Neutral and Non-Combative

 Whatever you decide to talk about, make

certain it won't offend anyone.

2. Relevant and Appropriate
 Always make the first words you say

relevant to the current situation or event.

3. Avoid talking too much about yourself.
Correspondence Etiquette
 Whether a handwritten note or formal
letter, always follow guidelines for
writing effective business letters.
 Women should be addressed as "Ms." no
matter what their marital status is.
 Do not forget to sign your letter.
 Always check for typos and mis-spellings.
Filling out an Application Form
 Follow Directions.
 Don’t leave any blanks.
 Be neat.
 Be prepared.
 Provide positive information about
yourself.
 Avoid negative information about
yourself.
Telephone Etiquette
When making a call:

 Organize what you want to say before

dialing. If you dial a wrong number, don’t
hang up.
 Immediately identify yourself and your
company to whoever answers.
 Always end a call with a positive statement,
like "I look forward to doing business with
you“ and don’t forget to say THANK YOU!
Telephone Etiquette
When answering a call:
 Pick up within three rings.

 Immediately identify yourself by your full name.

Including a verb helps you sound less harsh.

 Always return calls within 24 hours.

 Focus on the caller by giving the person your

complete attention.
 A well-placed "I see" or "Yes" reassures the caller

that you’re still listening.

 Only put a caller on hold when it’s absolutely

necessary, and always ask for permission first and

be sure to wait for a response.
Email Etiquette/Netiquette
 Never use all caps and watch for typos.
 Always include a subject line in your message &
make it meaningful.
 Use correct grammar and spelling.
 Include alternate means of contacting you (phone
and fax are useful).
 Never omit a greeting and/or closing.
 Use proper structure and layout.
 Avoid long sentences.
 Be concise and to the point.
Body Language

Body language demonstrates

your level of interest. It
shows how you feel about
yourself and the otherother
person.
Body Language Do’s & Don’ts

Do’s Don’ts

Make frequent eye Cross your arms

contact Tap your feet
Take notes Clear your throat
Nod frequently repeatedly
Keep your hands out of Bite your lips or nails
your pocket Mannerisms
SMILE!!!
Tip #1
Don’t stand too close.
Invasion of personal space
is uncomfortable for
everyone!
What is Personal Space?

Personal space is the region surrounding a

person which they regard as psychologically
theirs. Invasion of personal space often leads
to discomfort, anger, or anxiety on the part of
the victim; estimated to be 27.5 inches (front)

es
Tip #2
Sit forward in the chair with a V
between you and the back of the
chair. This automatically
encourages you to focus your
attention forward and indicates
your interest.
Tip #3

Don’t lean back in the chair or

slump over. This appears too
relaxed, unprofessional, and
disinterested. Sit up straight;
Good posture makes a positive
impression and looks
professional.
Tip #4
Feet should be firmly planted on
the floor. However, a woman
has the option to slope the legs
to the right or left. It
demonstrates you are an active
participant.
Additional Tips
 Women: Make sure your knees are
together! Don’t send the wrong
message!
 Crossing and uncrossing your legs

gives the impression you can’t wait to

get away!
 Bouncing your leg(s) up and down is

distracting and appears as if you are

bored or hyperactive. Neither inspires
trust and confidence.
Eye Contact

 Make direct eye contact during a

conversation. This demonstrates you are
giving your full attention and makes the
person feel important.
 Don’t scan the room while you’re talking
with someone. This gives the impression
you are trying to find someone more
important.
Introductions

 Protocol – who to whom?

 Handshakes
Protocol
 Authority defines whose name is said first.
Say the name of the most important
person first and then the name of the
person being introduced.
 Introduce people in the following order:
 younger to older
 non-official to official
 junior executive to senior executive
 colleague to customer
Cont…

 Keep the introduction basic.

 Remember names for future reference.
 Provide some information about the
people you are introducing to clarify your
relationship with that person.
 Always carry business cards.
 Keep notes on people in order to follow-
up both personally and professionally.
Handshakes are vital…
 Handshakes should not be too hard; or
too soft.
 Make a solid connection of the web

skin between the thumb and forefinger.

 The host or person with the most

authority usually initiates the

handshake.
- May be pumped once or twice; &
includes good eye contact
Work Etiquette
 Be timely. Arrive to work and meetings on
time. Complete work assignments on time.
 Be polite, pleasant, friendly and courteous.
 Learn office politics - utilize effective
listening skills to discover appropriate
office behavior. Pay attention to the way
things are done.
Unwritten Rules of Business
 The Boss is the Boss - right or wrong, the boss
always has the last word.
 Keep the boss informed. Good or bad, you don't
want the boss to hear information mentioned from
an inappropriate source.
 Make your boss look good.
 Appear as professional as possible.
 Adopt a can-do attitude.
 Be flexible.
 Don't differentiate people by position or standing in
a company.
This is just an OJT…
But
ACT LIKE A
PROFESSIONAL!!!
How to Act like a Professional?

 Accept Criticism
 Handle Pressure
 Handle Gossip
 Control Anger
Accepting Criticism

 Constructive Criticism – Criticism that is

presented in a way that can help you learn and grow

 Responding to Criticism
 Defensiveness – Putting up an emotional
guard against negative opinions
 Be RECEPTIVE not DEFENSIVE
Handling Pressure

 Learn to break large tasks into

smaller tasks
 Juggle tasks – Make a daily “to do” list
 Meet with supervisors to get priorities
straight
Handling Gossip

-Idle talk that usually consists mostly of

rumors

 Information that spreads is often untrue and hurtful

 Gossiper develops a reputation and others may

avoid him/her
How to avoid gossiping?
 Think before you speak – “Will this offend
someone?”
 Do something productive/worthwhile.

 Avoid negative comments about others

 She is really stupid.
 He is strange.
Controlling Anger

Avoid frustrations!

 Count to 10 – Calm down

 Consider what you’re really getting angry
about
 Channel your energy into problem-solving
Are you a GOOD WATCH?

Some people are like wheels – they don’t work unless

they’re pushed.
Some people are like trailers – they have to be pulled.
Some people are like kites – always up in the air and if you
don’t keep a string on them, they fly away.
Some people are like canoes – they have to be paddled.
Some people are like flat tires – they have to be jacked up.
Some people are like good watches – pure gold, open-
faced, always on time, dependable, quietly busy and just
full of good works.
- Only the Real Matters by Francis J. Kong
GOOD LUCK IN YOUR OJT!!!
&