The rules of proper business etiquette are changing. In many corporations, middle management and the concept of seniority are being replaced by a flat organizational structure and intense competition.

1. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
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2. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
Business Etiquette and Professionalism
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3. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
To introduce the reader or the learner to
today’s business etiquette and professionalism
Aim of publication

4. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 1) Everyday Business Etiquette – Summary
☺ The rules of proper business etiquette are
changing.
☺ In many corporations, middle management and
the concept of seniority are being replaced by
a flat organizational structure and intense
competition.
☺ Such an environment makes the need for
appropriate behavior especially crucial,
particularly if you're looking to advance your
career.
☺ How do you maintain your private "space" when
you sit in one of a dozen cubicles?
☺ How should you address your peers and
superiors, and what's the proper attire for
today's corporate culture?
☺ In this publication, you'll learn how to conduct
yourself in the everyday business environment
with poise and confidence.

5. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
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6. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
 After going through the KeyPoints outlined in this publication, the
reader should be able to:
☺ Have a grasp of Everyday Business Etiquette
☺ Recognize Communication Etiquette
☺ Link Etiquette and the Business Meeting
☺ Understand Etiquette for Supervisors
Learning Objectives

7. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
☺ Everyday Business Etiquette
☺ Communication Etiquette
☺ Etiquette and the Business Meeting
☺ Etiquette for Supervisors
Business Etiquette and Professionalism - Sections list

8. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 1) Everyday Business Etiquette – HighPoints
☺ Fitting In: The Basics of Everyday Etiquette
☺ Team Players: Etiquette and Your Co-workers
☺ Etiquette and Sensitive Situations
☺ Who's in Charge? Leading, Following, and
Etiquette

9. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 1) HighPoints – Fitting In: The Basics of Everyday
Etiquette
☺ recognize the importance of understanding
the basics of business etiquette.
☺ identify principles of good etiquette during
business introductions.
☺ identify principles of business etiquette for
speaking with co-workers.
☺ analyze ways to dress appropriately according
to an etiquette decision model.

10. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 1) HighPoints – Team Players: Etiquette and Your
Co-workers
☺ recognize the importance of learning the
proper etiquette for getting along with your
co-workers.
☺ identify examples of the etiquette of personal
space at work.
☺ apply steps to discourage work space
intrusions in a given business scenario.
☺ analyze opinions expressed between co-
workers in specific business scenarios to
determine if correct etiquette has been used.
☺ apply the proper conflict-handling etiquette in
a given situation.

11. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 1) HighPoints – Etiquette and Sensitive Situations
☺ recognize the importance of learning the
proper etiquette when interacting with
members of the opposite sex.
☺ identify guidelines of proper etiquette to use
when communicating with the opposite gender
in the workplace.
☺ identify guidelines of proper etiquette to use
regarding the office romance.
☺ identify examples of chivalrous behavior that
conform to the guidelines of etiquette for the
21st century.

12. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 1) HighPoints – Leading, Following, and Etiquette
☺ recognize the importance of learning the
proper etiquette of leading and following.
☺ match supervisory styles and company cultures
to the way decisions are made within each.
☺ analyze interactions between supervisors and
subordinates for effective decision-making
strategies.

13. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 2) Communication Etiquette – Summary
☺ "How's it going?" Is this an appropriate
greeting in today's corporate workplace?
☺ How about telephone use? Is it always
necessary to return phone calls?
☺ If so, how soon should you do it?
☺ Is e-mail the method of choice for
communicating all your ideas, or is another way
better?
☺ How important is your tone of voice when
dealing with a customer?
☺ All these questions above are a matter of
etiquette.

14. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 2) Communication Etiquette – Summary
☺ How you communicate--in person, over the
phone, electronically, and with customers--has
a direct effect on how people treat you, on
whether you sell your idea or product, and on
how quickly you advance in your career.
☺ Discover the subtleties of communication
etiquette in the world of business.

15. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 2) Communication Etiquette – HighPoints.
☺ Modern Communication Etiquette Challenges.
☺ Functional Communication Etiquette.

16. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 2) HighPoints – Modern Communication Etiquette
Challenges
☺ recognize the importance of understanding
modern communication etiquette challenges.
☺ identify components of the CAGE decision-
making model.

17. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 2) HighPoints – Functional Communication
Etiquette
☺ recognize benefits of knowing functional
communication etiquette.
☺ match types of writing tools to appropriate
circumstances.
☺ identify key aspects of proper telephone
etiquette.
☺ apply the four steps of proper telephone
etiquette in a business scenario.
☺ identify principles of the CAGE model.
☺ analyze whether modern communication tools
have been used effectively in a given situation.

18. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 3) Etiquette and the Business Meeting –
Summary.
☺ "Sleep not when others speak, sit not when
others stand, speak not when you should hold
your peace, walk not on when others stop."
Was George Washington referring to the
etiquette required at the business meeting?
☺ Indeed, such meetings have their own set of
rules.
☺ Did you know that it's acceptable to use the
telephone to invite people to a small, informal
meeting but that written invitations are
considered proper for all formal meetings?
☺ Did you realize that at a business lunch, small
talk should be reserved for the period before
the food has been ordered?

19. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 3) Etiquette and the Business Meeting –
Summary.
☺ Such is the nature of etiquette at the
business meeting.
☺ In the KeyPoints, you'll expend on the proper
conduct to display during both formal and
informal meetings, negotiations, and
entertainments.

20. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 3) Etiquette and the Business Meeting –
HighPoints
☺ Business Meeting Basics
☺ Preparing for a Meeting
☺ Running a Meeting

21. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 3) HighPoints – Business Meeting Basics
☺ recognize the value of understanding the
relationship between proper etiquette and the
business meeting.
☺ identify reasons people dislike meetings.
☺ identify appropriate reasons for having a
meeting.
☺ identify tasks required for the three key roles
played at a business meeting.
☺ identify ways of properly demonstrating
interest at a business meeting.

22. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 3) HighPoints – Preparing for a Meeting
☺ recognize the value of planning for a meeting
according to the principles of proper
etiquette.
☺ analyze whether someone has effectively
prepared for a business meeting using the
principles of proper etiquette.
☺ assess whether the appropriate steps have
been taken in preparing an agenda in a given
business scenario according to the principles
of proper etiquette.

23. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 3) HighPoints – Running a Meeting
☺ recognize the value of applying proper
etiquette when running a business meeting.
☺ evaluate a given meeting scenario to determine
if a meeting leader is successfully facilitating
participation.
☺ evaluate a given meeting scenario to determine
if the meeting stayed on track.
☺ employ proper etiquette to handle a difficult
person in a given business meeting scenario.

24. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 4) Etiquette for Supervisors – Summary
☺ Some supervisors seem to be able to energize
their employees to give their best efforts.
☺ Other supervisors have to engage in a battle
of wills to accomplish the simplest tasks.
☺ What's the difference?
☺ According to a 19th-century management
thinker, a supervisor: "has the power to make
employees happy or unhappy; and to make their
jobs a pleasure or a burden.
☺ A supervisor's power lies in words and looks,
things so intangible they are impossible to
measure."

25. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 4) Etiquette for Supervisors – Summary
☺ In other words, supervisors increase their own
effectiveness as well as the effectiveness of
their subordinates simply by the way they
conduct everyday tasks.
☺ In short, they do it by applying simple
etiquette.
☺ In this section, the reader will explore the
special etiquette of being a supervisor, the
etiquette of one-on-one interactions with
subordinates, the etiquette of listening as a
supervisory tool, and the supervisor's role in
sharing information between his subordinates
and the rest of the company.

26. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 4) Etiquette for Supervisors – HighPoints.
☺ Special Etiquette of Being the Boss
☺ Leading One-on-one
☺ Listening to Lead
☺ The Leader as Messenger

27. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 4) HighPoints – Special Etiquette of Being the
Boss
☺ recognize the importance of establishing
behavior and performance standards.
☺ differentiate between examples of core
courtesies, team building, and fraternizing.
☺ identify ways for supervisors to communicate
behavioral expectations to subordinates.
☺ choose examples of how supervisors can use
critical leverage points to set behavioral
standards.

28. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 4) HighPoints – Leading One-on-one
☺ recognize the importance of using etiquette to
work with subordinates individually.
☺ apply appropriate steps to clearly communicate
work assignments to subordinates in a given
business situation.
☺ identify the most effective ways to deliver
corrective messages.
☺ apply appropriate methods to correct errors
by subordinates in a given business scenario.
☺ identify ways to make praise more effective.
☺ analyze a business scenario to determine
whether a supervisor is praising subordinates'
work effectively.

29. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 4) HighPoints – Listening to Lead
☺ recognize the importance of using good
etiquette when listening to subordinates.
☺ choose statements that describe effective
ways for supervisors to implement open-door
policies.
☺ apply correct etiquette for listening to
subordinates' suggestions, requests, or
complaints in a given scenario.
☺ analyze a supervisor's strategy when handling
a subordinate who has willfully violated work
standards in a business scenario.

30. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
(Section 4) HighPoints – The Leader as Messenger
☺ recognize the importance of proper etiquette
when relaying information between
subordinates and the rest of the company.
☺ determine whether supervisors should pass
given examples of company-related
information to their work groups.
☺ choose the appropriate audience for sharing
information about members of a supervisor's
work group.

31. Business Skills: Communication Contact Email Design Copyright 1994-2011 © OxfordCambridge.Org
Business Etiquette and Professionalism – Conclusion
☺ At this point you should be able to be familiar
with the following:
• handling intrusions in your own work
space.
• maintaining etiquette when expressing
opinions.
• maintaining etiquette in conflict
situations.
• handling performance and behavior issues.
• exercising the power of praise.
• dealing with professional friendships.
• communicating standards of behavior.

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