• Document: Business Etiquette. What is it and why does it matter?
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Business Etiquette What is it – and why does it matter? Business Etiquette What is Business Etiquette? The “rules” or norms – cultural and societal - both in origin and scope, that define the boundaries of acceptable or expected business interaction and communication. Business Etiquette Why is ‘business’ etiquette important? • Business is based on social exchange. • Knowing (and following) the “rules” shows respect for and understanding of the applicable norms of social exchange. • This demonstrates preparation, maturity and competence. • In turn, increasing your credibility and your potential for success – personal and professional. Business Etiquette Test Your “Etiquette Intelligence” (adapted from http://www.etiquetteexpert.com/eti_quiz.htm: ©2005 The Protocol School of Palm Beach, Inc. All rights reserved. ) Business Etiquette 1. In business situations, what’s right? a) Only men should stand for introductions and shaking hands. b) Only women should stand for introductions and shaking hands. c) It is not necessary for men or women to stand for either handshaking or introductions. d) Both men and women should stand for handshaking and all introductions. Business Etiquette 2. In business situations, a man is required to; a) To pull a chair out for a woman. b) To stand when a woman leaves the table. c) To act as “host”. d) All of the above. e) None of the above. Business Etiquette 3. Where should you wear your name badge? a) On your left shoulder. b) On your right shoulder. c) On your left sleeve. d) It doesn’t matter – just so you can see it. Business Etiquette 4. The best way to meet people at business or social functions is to: a) Head for the bar or the buffet table. b) Introduce yourself to a couple standing together and talking softly. c) Look self-assured, stand in the center of the room, and wait for someone to approach you. d) Introduce yourself - to a person standing alone or to groups. e) Stick with those you know well and forget about the rest. Business Etiquette 5. If you receive e-mail from an unknown source and realize it should be handled by someone else, you should; a) Forward it immediately. b) Forward it with a note explaining why you are sending it. c) Consider it spam, delete it, and forget about it. d) Print it out, leave it on the xerox machine, and hope someone else takes care of it. Business Etiquette 6. If a client (or potential employer) calls to ‘complain’, you should: a) Try to stay calm, put them on hold, and recuperate in the restroom. b) Defend yourself – tell them they have the wrong number and hang up. c) Stay calm, listen to their complaint, and promptly try to help or get help. d) Fight back - put the caller in their place by yelling back. No one has the right to talk to you rudely. Business Etiquette 7. If you are introducing two people, but can’t remember one person’s name, what can you say or do? a) “Do you know each other?” b) “I can’t remember your name. Can you introduce yourself?” c) Say nothing, do nothing, and hope they introduce themselves. d) “It’s been one of those days! Please tell me your name again.” Business Etiquette 8. When making a formal business introduction of a client to your company Managing Director you should: a) Do what feels right. b) Introduce your client to the MD. c) Introduce the MD to your client. d) Don’t do anything. It is their responsibility to introduce themselves. Business Etiquette 9. After a meeting in your offices with a potential client or vendor, you should: a) Tell him or her: “Don’t call us, we’ll call you.” b) Accompany them to your reception area or elevator. c) Give them a handshake and a big hug and tell them that you can’t wait to see them again. Business Etiquette 10. After a job interview or networking meeting, you should; a) Send an e-mail - its faster and more efficient. b) Send a handwritten note. c) Call to say thank you within 72 hours. d) Consider a verbal thank you sufficient. Business Etiquette 11. You are in an interview, a class, a conference or workshop and your cell phone rings. What should you do? a) Answer it promptly and keep the call brief. a) Ignore it and pretend someone else’s phone is ringing. b) Apologize and switch your phone to silent mode. Your client/class takes priority. c) Apologize, leave the table, and answer the call outside. Business Etiquette 12. In written correspondence with a potential employer, it is acceptable to: a) Assume e-mail is sufficient a) Use short-hand expressions and abbreviations, ignore salutations and spell-check – it’s the

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