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Campus to Career: Business Protocol
Safeguarding
Your Search | Your Public Self | Still
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Pre-Employment Testing | Success on the Job
| Business Protocol
Although business manners today are less rigid and less formal than in years past, that does not mean they are no longer important. In everything you do, whether it's interviewing, giving an oral presentation, writing a letter/memo, attending a meeting or conference, or handling a business-related social situation, the manner in which you conduct yourself portrays an image. A large part of a successful image comes from knowing the basics of good manners.
Introductions
When making introductions, the lower-ranking
person is presented to the higher-ranking one: e.g. say the Department
Head's
name first to
introduce a management trainee. ("Mr. Smith, I would like you to
meet Michael Clark".) Generally, a man is still presented to a woman
if they are of equal status. When introducing two peers to each other,
say: "Sally Smith, this is Bill
Jones," or "Sally Smith, I would like you to meet Bill Jones. “
Other points to remember are:
- Be prepared to shake hands with anyone you meet. (This applies to both male and female, including one female meeting another.) To ensure a firm handshake, shake hands so that the web of your hand between your thumb and other fingers meets the web of the other person's hand. (Extending only your fingers results in a limp handshake.)
- Stand for an introduction. It is gracious to stand to greet anyone who comes into your office.
- Smile and repeat the name of the person to whom you are being introduced (e.g., "It's so nice to meet you, Ms. Jones.")
Speaking Skills
If you don't speak well, do something
to remedy the situation. There are books and self-help courses designed
to improve speech. If you suspect
that you have a problem, take private or group speech lessons, a public
speaking class, or take acting lessons - but do something. Toastmasters
is a club that will teach you speaking skills in a supportive environment.
Dale Carnegie courses have been helpful to many.
Telephone Manners
The way in which you answer a telephone
is often enough to determine whether the conversation will go well or
badly. If you answer abruptly,
you convey the image of an unfriendly, slightly rude person. While it
is professional to sound businesslike on the telephone, remember to be
warm and courteous.
How you sound on a telephone is important. Speak softly out of consideration for others around you, but also speak clearly and slowly so the listener understands you.
A cold, expressionless voice does more damage on a telephone than it does in person. Show animation where you can. Learn to convey interest and liveliness over the telephone. One trick is to smile when you speak on the telephone - your voice will automatically become friendlier.
Other points to consider are:
- When receiving a call from an individual you do not know, jot down the caller's name when it is first given, so you do not have to ask for it later in the conversation.
- Keep a notebook handy to take notes about the conversation. You may want to send a confirmation letter or email to be sure the matter was understood by all concerned.
- When placing a call, identify yourself immediately to the person who answers. Never have a secretary place a call and ask the recipient to hold for you.
- Apply the general rules of courtesy on the telephone that you would during any conversation. Listen attentively, and if you must interrupt, do so graciously.
Travel Pointers
- If possible, take only carry-on luggage with you in the size allowed by airline rules. This can speed you along.
- If you check luggage, keep a carry-on with you that contains toiletries, a change of clothing, prescriptions, extra eyeglasses or contact lenses, important documents, money, and other basic necessities. If your bags get lost, you can still function.
- If it's more than a one-suit trip, try to take two suits or outfits in the same color family. Your shoes and accessories will be easier to match. In general, go for matching colors and styles. Don't waste space.
- Don't keep all your money and travelers' checks in one place. In case of loss or theft, you will still have something in reserve. A credit card can be a lifesaver in emergencies. If you don't already have a credit card, now is a good time to get one.
- Carry at least $100.00 in cash to cover taxis, tips, etc. For extended trips or visits to large cities, you may need more. Try to find out ahead of time how much it costs for a taxi to and from the airport, etc.
- Beware of hotel telephone surcharges - the addition of substantial charges for making telephone calls. Long distance surcharges can add up fast. Ask the hotel operator what you will be charged for a specific call if there is not information in the room. If possible, use a cell phone or telephone credit card rather than charging the call to the room, or call collect. There may be hotel charges even for every local call made. Most hotels have telephones in the lobby; using these will save you money on local calls and will avoid a long-distance surcharge if the hotel has one.
- Some hotels have "mini-bars" in the room with snacks, soft drinks, and alcoholic beverages. There is almost always a charge (usually a hefty one!) for each item you consume. Don't assume that these items are provided free.
Guidelines for Tipping
Maitre d'hotel
For checking your reservation and showing you to your table, no
tip is necessary. If he arranges tables to accommodate a large
group or seats you without a reservation when one would normally
be needed
or performs any other special service, tip $1.00 to $3.00
Captain
For taking drink orders, explaining dishes on menu, recommending
dishes, etc.
Tip 5% of the total bill, never less than $1.00.
Restaurant Server
For serving food, tip 15% of the bill.
Bartender
When drinks are served at the bar, tip 10-15%, minimum of 50 cents.
Checkroom Attendant
Tip 50 cents minimum per coat.
Doorman
For opening the door, no tip. For parking the car, tip $1.00. For hailing
a cab, tip $1.00.
Bellman
For handling bags in a hotel, tip $1.00 per bag.
Skycap
For handling bags in an airport, tip $1.00 per bag - more for large
bags or trunks.
Redcap
For handlings bags in a train station, there is usually a set fee
of about $1.00. Add more if the service is greater.
ABC’S of Dining
The first requisite of good table
manners is to become familiar with the table settings you are likely
to encounter.
At a very formal dinner, the order of courses is as follows: appetizer, soup, fish, meat (usually accompanied by vegetables), salad and cheese, and dessert. Seven course dinners are rarely served today, and you are more likely to encounter appetizer or soup, salad, entree and dessert.
The illustration below shows the typical plates and flatware for an average, not-too-formal meal at home or in a restaurant.
An easy rule governs the order in which flatware is used; work in from the outside; that is, start with the first fork or spoon on the outside of the setting and use each consecutive piece of flatware as each course is served. Remember that your side plates are on the left (bread and butter, salad, possibly dessert) and your glasses (water and/or wine) on the right. When you are finished eating, place your knife and fork together on your plate.
Entree: refers to the main dish. A la Carte: per item price (that is, these items are paid for separately - not included with the price of the entree).
Dining Tips
- The cardinal rules of table manners are
to do what is considerate of others and to take the simple approach.
Don't talk with your mouth full, wave silverware around, or
pick up dropped silverware or food. - Remember to put the napkin in your lap shortly after you sit down. Unfold it to a comfortable size and put it in place. When you have finished eating, place the napkin casually to your left. Do not refold it or place it on your plate.
- Topics not to be discussed while dining are details of illness, surgery, funerals, anything that could make someone squeamish, money, politics, and religion. If you are a guest, do not bring up business unless your host does.
- If in a restaurant, order something easy to eat. (Fried chicken, spaghetti, or other messy or finger foods are best avoided.)
- If you have to leave the table during a meal, excuse yourself to those present; don't just get up and leave. Place your napkin on your chair rather than the table.
- Sometimes warm towels are used. These are served with tongs from a tray by the waiter or waitress. Used towels are returned to the tray.
- Finger Bowls: Whether they appear preceding a meal or following a meal, the technique is the same. Dip the tips of your fingers into the water and move them to slightly below table level to dry your hands on the napkin.
Resources
(Available in the UCS Resource
Room)
The Business Writer's Handbook by
C. Brusaw, G. Alred, and W. Olin.
The Careful Writer: A Modem Guide to
English Usage by Theodore M.
Bernstein.
Complete Guide to Executive Manners by
Letitia Baldrige
Don't Slurp Your Soup by Betty Craig
Questions, comments? Email us
at ucs@unc.edu
919-962-6507
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