BUSINESS ETIQUETTE

COURSE HANDOUT
BUSN733

Business etiquette covers so many facets of human interaction from introducing people
correctly to talking on the telephone, hosting gatherings, writing letters, electronic
etiquette, international etiquette and so on. New employees are hired for their technical
skills and fired for their lack of interpersonal skills. Business is conducted in offices and
places of business as well as at breakfast meetings, luncheons, dinners and parties. Many
professionals are not at ease at such functions. They are not sure of the etiquette and
protocol surrounding these occasions. Knowing how to take advantage of the potential in
these situations adds to an individual’s overall effectiveness as a representative of an
organization – benefiting the company and the individual. Without etiquette, you limit
your potential, risk your image, and jeopardize relationships that are fundamental to
business success.

Landing a job in an executive world requires a lot of responsibility. And one of which is
to strictly observe business etiquette. Etiquette involves arriving in meetings on time,
turning off or putting in silent mode your cellular phones, wearing proper business attire,
addressing people with their respective job titles or designations, and the list goes on.
Having the proper etiquette during business meetings or official gatherings really speaks
a lot about you not just as an employee of the company, but as a human being. Also,
having the proper etiquette in your workplace could be grounds for promotions or special
recognition. Furthermore, using business etiquette is one way to have your colleagues
think good thoughts about you.

MEETING, TEAM AND INTER-CULTURAL ETIQUETTE

These topics are covered in your textbook in Chapters 2 and 3.

PUBLIC SPEAKING ETIQUETTE

This topic is covered in your textbook in Chapter 14.

WRITING ETIQUETTE

This topic is covered in many chapters in your textbook.

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THE BASICS OF BUSINESS ETIQUETTE

Although creating a powerful first impression sets the stage to develop positive business
relationships, it takes work to maintain those relationships.

Follow the “Golden Rule.”

Be civil. Civility has been defined as courteousness and is often used synonymously with
politeness. Recognizing the importance of civility in all of our actions is the first step in
creating and maintaining enjoyable working and personal interactions.

 Buddhism: Hurt not others in ways that you yourself would find hurtful.
 Brahmanism: This is the sum of duty: Do naught unto others which would cause
you pain if done to you.
 Christianity: All things whatsoever ye would that men should do to you, do ye
even to them.
 Confucianism: What you do not like when done to yourself, do not do to others.
 Islam: No one of you is a believer until he desires for his brother that which he
desires for himself.
 Taoism: Regard your neighbor’s gain as your own gain, and your neighbor’s loss
as your own loss.
 Zorastrianism: That nature alone is good which refrains from doing unto another
whatsoever is not good for itself.

Don’t try to be perfect

Fortunately, most people are willing to forgive unfortunate incidents and mistakes if you
recognize them and apologize. Not apologizing may result in resentment and distrust;
negative working relationships may result. By apologizing and correcting mistakes, trust
can be restored and positive working relationships can be maintained.

Don’t hold yourself up to perfection, and don’t expect others to be perfect either. Beware
of becoming a member of the etiquette police! These are people who relish knowing
every little etiquette detail and correcting those whom they perceive to be in error. This,
in itself, is a breach of manners. Remember that etiquette is based on civility and
kindness, not on insisting on etiquette rules.

In addition to knowing how to apologize gracefully, you need to use the following
common words and phrases. “Please,” “Thank you,” “Excuse me,” and “May I help
you?” They are all short and simple, but when said with meaning, they convey respect.

Be ethical

Many organizations publish a code of ethics to help guide their employees to make
ethical decisions, but even without this guide you can ask yourself the following
questions and if the answer is yes to any one of them, then think again.

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  Will someone be hurt in this situation?
 Is anyone being coerced, manipulated, or deceived?
 Is there anything illegal about the situation?
 Does the situation feel wrong to you?
 Is someone else telling you that there is an ethical problem?
 Would you be ashamed to tell your best friend, your spouse, or your parents about
your contemplated actions or your involvement?
 Do the outcomes, on balance, appear to be positive or negative?
 Do you or others have the right or duty to act in this situation?
 Is there a chance that you are denying or avoiding some serious aspect of the
situation?

Dressing to make a good impression

Whether you like it or not, you are judged by the way you look. The most important
thing to remember about how to dress is to always dress to make your customers, clients,
coworkers, or guests feel respected and comfortable. Don’t forget that your choice of
wardrobe could have an impact on your career. A good rule of thumb is to let your
wardrobe reflect the position to which you aspire, not the position you currently hold.
Whatever you choose to wear, keep it clean and neat. Opinions about appropriate on-the-
job or off-the-job attire often vary by parts in different regions of the country, so—when
in doubt—it is always a good idea to ask what is appropriate for the situation. Most
organizations have a dress code, whether published or not. When it involves your job,
you should find out what it is and follow it.

Here are some common terms used in business regarding your attire:

 formal wear: Dinner jackets (tuxedos), evening gowns, or cocktail dresses.

 business attire: Suits with collared shirt and conservative ties or tailored dresses
and suits with conservative blouses.
 business casual: Slacks with sports coat and button-up shirt or dresses and pant
suits.
 dress-down day: Slacks or skirts (no shorts, mini-skirts or well-worn denim) and
shirts with collars or blouses (no tee-shirts or tank tops). Colleagues don’t need to
see belly buttons and/or biceps.

Introducing yourself and others

The rules of introductions are fairly simple. The first is to show respect for the most
important person in the setting by mentioning that person’s name first. The second is to
try to include a brief comment about each person being introduced so that they have some
basic knowledge of each other. These brief introductory statements provide opportunities
to begin conversations as well as help associate names with faces, which improves name
retention. It takes practice to remember names, but mastering this skill pays dividends as
it builds meaningful relationships.

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Often, you will need to introduce yourself. In these situations, simply approach the
person you don’t know, extend your hand, smile and say, “Hello, I am Tien Chen Wang,”
adding something appropriate given the circumstances, such as “I’m the host’s assistant,”
or “I’m here representing the City of Seattle.” Take notice of your setting before
introducing yourself and don’t intrude on someone who is in conversation with another
person. When you see someone you have met before, help them remember you. Say
something such as “Hi, Gail, I’m Mohammed Ali with Centennial College. We met at
this conference in Florida last year.” This simple gesture takes the pressure off the other
person, who may be trying to remember your name and place your face. It also provides
a conversation starter.

Introductions of people you know or to whom you would like to show special respect
(such as your company president or your manager) have a special twist. The rule is to
introduce the “less respected” person (lesser authority, rank, or age) to the “more
respected” person (higher authority, rank, or age). In other words, say “the most
respected” person’s name first. As a matter of courtesy, clients should always be granted
the status of holding the “most respected” position. Examples:

 “Ms. Senior Executive, let me present Mr. Junior Executive. Mr. Junior
Executive, this is Ms. Senior Executive.”
 Ms. Gonzales, I would like to introduce Letitia Cosby, who will help you
complete the paperwork for your loan. Letitia, this is Ms Gonzales.”
 “Dean Dolphin, I would like you to meet Nicholas and Helena Mithras. Their son
Alex will be attending our school this fall. Mr. and Mrs. Mithras, Dean Dolphin
is the dean of the business school.”

Today, men and women stand when they are being introduced—regardless of whether the
other person is a man or woman. In a business situation, it is especially respectful to
stand when a client enters your workspace. Well-mannered business men and women
often come around their desk and shake hands with clients before getting down to
business. However, if you work together or see each other often, there is no need to stand
every time a colleague enters your work space.

Shaking hands

Handshakes are the norm in the western world, so be prepared to shake hands in business
settings. In other cultures, however, handshakes may only be part of an introduction.
You should shake someone’s hand when meeting for the first time or meeting someone
you have not seen in a long time, greeting your host or hostess, greeting your guests or
saying goodbye when you want to show extra respect. You should wait for dignitaries or
much higher-ranked executives to present their hand to you first. Always shake hands
with anyone who extends his or her hand to you, no matter what the situation. It is
extremely rude to ignore or refuse to shake hands when someone offers a hand to you.
As you extend your hand, make eye contact, smile, and say “How do you do?” or
“Hello.” If you extend your hand and the other person doesn’t respond, simply withdraw
your hand and continue talking. Do not extend your hand when the other person’s hands

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are full, simply nod your head and say something like “Hello,” or “It’s nice to see you
again.” If someone says he or she is sick and would prefer not to shake hands, it is okay
to dispense with the formality.

Conflict resolution

The following suggestions will help improve your conflict management skills.

Learn to control yourself:

 Create a climate that fosters open communication in which people feel

comfortable asking questions, discussing ideas, and resolving issues so that
everyone wins.
 Keep your emotions in check. Although it is easier said than done, try not to lose
your temper. Breathe deeply and exhale, letting your emotions escape. Do not
waste your emotional resources by being mad or plotting revenge.
 Do not resort to threats or attempt to force people to agree with you. Appeal to
common goals that everyone can strive to achieve.
 If feelings are running high, walk away or offer to call back later so you and/or
the other person can “cool off.”
 Tap the power of silence. Don’t interrupt, and avoid the temptation to fill in
during pauses. Use the time to compose yourself and listen carefully.
 Never be condescending, even if you think the other person caused the problem.
 Choose your battles wisely. You may win in the short run but lose in the long
run. People will avoid listening to and working with you if they perceive you as
combative and always having to win.
 Learn to accept criticism. Remember that most criticism is not aimed at you as a
person; it is aimed at a specific behavior in a specific situation. Even if it does
seem personal, try to think of it as situation-specific.

Attempt to understand the other person:

 Avoid being judgmental.

 Try to create win/win solutions. Listen closely to what the other person is saying
and seek agreement by searching for common ground and mutual understanding.
Accentuate the positive by focusing on issues, not on personalities. Incorporate
others’ ideas and suggestions to make it easy for them to say “yes.”
 Ask questions, and paraphrase to make sure you understand the other person’s
position and feelings.
 Recognize their valid points. Other people can also have workable solutions.
 Empathize by putting yourself in the other person’s shoes. If you do not
emphasize, you may not identify or understand their interests or intent. Looking
at problems based solely on your experiences provides little common ground for
mutual understanding.
 Keep a close eye on your body language. Subconscious actions such as crossing
your arms and losing eye contact can hamper open communication.

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  Use “minimal encouragers” like nods, smiles, and simple comments to
demonstrate you are listening and truly engaged.
 Allow the person to vent for a few minutes, if appropriate. Sometimes their
ranting is nothing personal, it’s just a way to relieve frustration.

Don’t problem solve too soon:

 Be sure you understand what’s on their minds before you offer unsolicited advice
or quick-fix solutions.
 Do not push too hard or fast for agreement. Sometimes speed leads people to
believe that you are neither listening to nor understanding them.

Personal Workspace

In today’s open environment, remember four walls and a door may not define an office;
personal work areas can range all the way from private offices, to cubicles, to desks and
shared workspaces. Whatever the design or location, they all have one thing in common;
they are designed for work. Avoid the bad manners associated with encroachment;
observe the following workspace courtesies:

 Knock or pause before you enter a private office, even if you have an
appointment.
 If the person is on the phone, always wait until the call is finished before entering.
Don’t linger where you can overhear the conversation; try again later.
 When your visit takes you to a cubicle, treat the location just like a private office.
Don’t peer over the side or barge right in, even though there isn’t a door.
 Respect your coworkers’ work areas by avoiding interruptions and actions that
could take away from their productivity. In open work areas, it is specifically
important to remember to talk softly, keep noise down, so you don’t disturb
others.
 If you are an infrequent visitor to a coworker’s office, wait until asked before
sitting down.
 Don’t move anything or spread your papers on anyone else’s desk.
 Don’t stand over people’s backs while working with them at their desk, lean over
them to point at work on their desk, or read their computer screens.
 Excuse yourself if the person needs to take a phone call.
 Keep your visit short and to the point.

Office romances

In decades past, many organizations had strict policies against amorous relationships at
work; some organizations still define limits (for example, who may date whom).
However, office romances are definitely more pervasive now than they have been in the
past. Many people do meet their life mates in the workplace. However, office romance
has its down side. The biggest danger of office romance is the potential for charges of
sexual harassment. More common problems include office gossip, perception of

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favoritism by other workers, and uncomfortable situations following break-ups. You can
limit your risks and increase your likelihood for success by following some simple
guidelines, ranging from definitely don’t to probably okay.

Definitely don’t:

 Date any married coworker.

 Date a direct supervisor or subordinate.
 Be a flirt.
 Become a “serial dater.”
 Engage in sexual harassment.

Probably okay:

 Date a colleague. Dating a colleague is less problematic than dating the boss, but
can still lead to problems if the relationship sours and you must continue to work
closely together. Take time to get to know a coworker before dating. Going out
to lunch or dinner after work makes for a comfortable transitional step to dating.
 Date an employee in another department. Dating a colleague with whom you do
not work on a frequent basis will probably lead to the fewest pitfalls of office
romance.
 Be discreet. Remember to focus your work-time attentions on the job at hand—
no lengthy phone chats, frequent instant messages, well-timed trips to the vending
machine, or lingering lunches. Refrain from public displays of affection at work.
Do not use the company email system to send love notes.

DINING ETIQUETTE IN NORTH AMERICA

Table manners play an important part in making a favorable impression. They are visible
signals of the state of our manners and therefore are essential to professional success.
Regardless of whether we are having lunch with a prospective employer or dinner with a
business associate, our manners can speak volumes about us as professionals.

Timing

Business meals can happen at any time of the day or night. The time of day and place
where business meals are scheduled and served sends an important message about the
purpose. The longer the meal, the more time is dedicated to socializing during these
meals.

 Breakfast meetings are becoming more common as busy business people try to
schedule more activities into each day. It’s OK to schedule early morning
meetings, so don’t be surprised by an invitation to meet at 7:00 a.m. (or even
earlier). This early morning meal is usually simple, so it doesn’t take long to eat;

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 therefore, these early morning meetings usually last no more than an hour and a
half. If you are not an early riser, set your alarm clock to get up a little earlier
than usual. Arriving for a breakfast meeting looking like you just stepped out of
the shower sends the wrong message.

 Lunch meetings are still the most common business meal. They may start any
time after 11:30 a.m. and may last for up to two and a half hours.

 Dinner meetings are not time constrained. They take place after normal working
hours and may extend for several hours. With relaxed time constraints,
socializing may take a more significant role.

 Business banquets can take place at breakfast, lunch, or dinner—each with preset
menus and tables planned and served for speed and efficiency. These meals can
range from somewhat formal to very formal, and often feature presentations
following the meal.

Drink alcohol cautiously

Unless you are very familiar with your table guests, it is best to stick with nonalcoholic
beverages when the dining setting involves business. This is especially true during the
lunch hour. The “three-martini lunch” may have existed in the past but now it is just
folklore and far from normal practice in today’s business setting.

 If you do order an alcoholic drink, have only one and don’t experiment with
something new.
 If you are a guest, don’t order an alcoholic beverage unless offered by your host.
 If you are the host, always ask if it is okay with your guest(s) before ordering.
 When ordering wine for the table, wait until everyone has ordered entrées so that
you can make the appropriate selection. With wine, as with menu items, it is best
to stay in the mid-price range.
 When wine is presented, feel the cork for moistness and taste the wine. However,
unless you are a true oeniphile (wine expert), do not sniff the cork! Ordering and
accepting wine is different in business than is shown on television shows. Don’t
make a fool of yourself by pretending to know more than you do.

Basic table settings

Food to the left:

 Your bread plate is either to the left of your forks or slightly above them.
 If a salad or fruit plate is part of the place setting, it will also be to the left of your
plate.

Drinks to the right:

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  Your water glass is to the right and above your knife and spoon.
 Your wine glass or glasses will be to the right of your water glass.
 Your coffee cup is also to the right.

Utensils from the outside in:

 The salad fork is the farthest to the left of the plate if salad is served first.
 The dinner fork is closer to the plate.
 A dessert fork may be either closest to the plate or above the plate.
 The soup spoon is the farthest to the right of the plate because it is used first.
 The teaspoon is next, closer to the plate.
 The butter knife may be placed on the butter plate or between the teaspoon and
the dinner knife.
 The dinner knife is next to the plate, cutting edge inward.
 If dessert is to be eaten with a dessert spoon, it will be placed over your plate.
 There are two ways to use a knife and fork to cut and eat your food. They are the
American style and the European or Continental style. Either style is considered
appropriate. In the American style, one cuts the food by holding the knife in the
right hand and the fork in the left hand with the fork tines piercing the food to
secure it on the plate. Cut a few bite-size pieces of food, then lay your knife
across the top edge of your plate with the sharp edge of the blade facing in.
Change your fork from your left to your right hand to eat, fork tines facing up. (If
you are left-handed, keep your fork in your left hand, tines facing up.) The
European or Continental style is the same as the American style in that you cut
your meat by holding your knife in your right hand while securing your food with
your fork in your left hand. The difference is your fork remains in your left hand,
tines facing down, and the knife in your right hand. Simply eat the cut pieces of
food by picking them up with your fork still in your left hand.

Napkin Use:

The napkin that you will use may be placed either to the left of your forks, on your plate,
or in the water glass when you first arrive.

 After you sit down, pick up your napkin, unfold it, and place it on your lap. Wait
for your host to do this first if you are the guest.
 Never use your napkin as a handkerchief.
 Frequently dab your mouth with your napkin to remove any crumbs.
 If you need to leave the table, excuse yourself and place your napkin on the seat
of your chair. It signals the service staff that you will be returning.
 When everyone is finished eating, fold your napkin in half and place it on the
table to the right of your dinner plate (never over your plate), but don’t do this
until everyone has finished eating—including dessert if served.

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Basic table manners

Eating the food:

 Keep your mouth closed when chewing.

 Do not talk when you have food in your mouth. Try not to make noises with your
throat or nose while eating.
 Always cut food into small pieces so that you can chew them quickly. You may
need to respond to a question and should not have to chew for several minutes
before you can answer.
 Lean forward slightly each time you take a piece of food from your plate so that,
if it should drop from your fork, it will fall onto your plate.
 Never cut your entire entrée into pieces at one time. Cut off one or two small
pieces at a time.
 In a perfectly proper setting, do not push food onto your fork with our knife or a
piece of bread.
 Never season your food before tasting it.
 It is OK to share foods, but never liquids. Do not pass your plate to have a shared
item placed on it. Use a bread and butter plate or ask your server for a small
plate.
 Once you have used a utensil never let it touch the table again.
 If there is a problem with the food you have been served, get your server’s
attention and explain the problem in a soft voice.
 Never reach across anyone to pass or to get an item. If you can’t easily reach an
item, quietly ask for it to be passed.
 If someone requests an item, you would pass it directly to that person. Do not
take some for yourself first.
 If someone asks for the salt to be passed, pass the pepper as well.

Using your hands and arms:

 Do not gesture when you have silverware or food in your hands.

 Keep your elbows off the table.
 Feel free to pick up foods that are almost always eaten with the fingers, such as
chicken wings, but it’s always safe to cut up the food and user your fork when in
doubt. Alternatively, watch your host and follow their lead.
 If you find an olive pit, watermelon seed, piece of gristle, or something in your
mouth that is distasteful, spit it discretely into a fork, spoon or napkin held close
to your mouth.

Ordering:

If, after looking over the menu, there are items you are uncertain about, ask your server
any questions you may have. Answering your questions is part of the server's job. It is

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better to find out before you order that a dish is prepared with something you do not like
or are allergic to than to spend the entire meal picking tentatively at your food.

An employer will generally suggest that your order be taken first; his or her order will be
taken last. Sometimes, however, the server will decide how the ordering will proceed.
Often, women's orders are taken before men's.

As a guest, you should not order one of the most expensive items on the menu or more
than two courses unless your host indicates that it is all right. If the host says, "I'm going
to try this delicious sounding cheesecake; why don't you try dessert too," or "The prime
rib is the specialty here; I think you'd enjoy it," then it is all right to order that item if you
would like.

When You Have Finished:

Do not push your plate away from you when you have finished eating. Leave your plate
where it is in the place setting. The common way to show that you have finished your
meal is to lay your fork and knife diagonally across your plate. Place your knife and fork
side by side, with the sharp side of the knife blade facing inward and the fork, tines down,
to the left of the knife. The knife and fork should be placed as if they are pointing to the
numbers 10 and 4 on a clock face. Make sure they are placed in such a way that they do
not slide off the plate as it is being removed. Once you have used a piece of silverware,
never place it back on the table. Do not leave a used spoon in a cup, either; place it on the
saucer. You can leave a soupspoon in a soup plate. Any unused silverware is simply left
on the table.

If you are the host, ask your guests if they would like dessert. After the meal, discuss
business, make decisions, and conclude contracts as appropriate, placing only necessary
papers on the table. When ready, motion to the server or ask the server to bring your bill.
Don’t place the bill where guests can see the amount. Leave the right amount for a tip
(10% for buffet service, 15% for table service, 20% for exceptional service or parties
with six or more people). When all is completed and everyone is done eating/drinking,
stand up and accompany your guests to the door. Shake hands and thank them for joining
you. By these simple actions, you send a clear signal that the meal and business has
come to a close.

Banquets and Buffets

 If the setting is formal, with place cards, there may be a diagram or list near the
entrance to help you find your seat.
 Once you locate your seat, remain standing until others arrive. This simple
gesture of standing not only makes it more inviting for others to join you, but it
also makes introductions easier. If you are standing, you don’t have to stand up to
shake hands or worry about reading name tags at a distance or reaching across the
salad dressing and butter during introductions.

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  Once one or two others have joined you, you may either sit down if it is awkward
to remain standing or remain standing as a sign of respect if a dignitary or senior
executive will join you.
 Regardless of who is at your table, do not begin eating until everyone has arrived.
That preset salad may look tempting, but good manners require you to wait. The
same holds true for the bread and rolls.
 Several items may be preset on the table before the meal. Once everyone is
seated, if a preset item (such as salad dressing, bread, rolls, butter and water) is
located within easy reach, pick it up, use it, and then pass it to your right.
 If someone makes a mistake in etiquette at the table simply ignore it, don’t point it
out.
 Practice moderation and don’t overload your plate.
 Do not move a serving utensil from one dish to another. Use only the intended
utensil for both sanitary and aesthetic reasons.
 Do not fill a plate and take it to your table for everyone to share. You should
serve only yourself, not everyone seated at your table.
 Do not return for seconds until everyone has been through the serving line. At
that point, it is acceptable to return, but use a clean plate when one is available.
 Although you serve yourself at a buffet, service staff are often present to help
with beverage service and the removal of dirty dishes. If they are not, notice
where dirty dishes are being collected and clean up after yourself. It is not
necessary, but it is polite to offer to take away someone else’s dirty dishes when
you remove your own.

TELEPHONE ETIQUETTE

Whether answering the phone or making phone calls, using the proper etiquette is a must
in order to maintain a certain level of professionalism. Proper etiquette leaves callers
with a favorable impression of you, your department, and the company in general. You’ll
also find that others treat you with more respect and are willing to go out of their way to
assist you if you use the proper etiquette. Using phrases such as "thank you" and "please"
are essential in displaying a professional atmosphere.

 Make sure to answer before the third ring.

o Examples of greetings can be: "School of Business, may I help you?" OR
"Good morning, Centennial College"...you get the idea. Use a greeting
that is going to give the caller the impression that we are in fact
professional and pleasant.
 If you are currently on one line and another line rings:
o Ask the first caller to "Please hold."
o Place caller on hold.
o Answer the ringing line saying, "School of Business--please hold."
o Place second caller on hold.
o Return to first caller and complete the call.
o Go back to the second caller.

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 o Say, "Thank you for holding, may I help you?"

NOTE: Sometimes you will have many lines ringing all at once. Please remember to
write down the names of the calls holding so you avoid asking who the caller is holding
for more than once. Follow the above steps, placing as many calls on hold as necessary.

Answering Calls for Your Department

1. Answer promptly (before the third ring if possible).

2. Before picking up the receiver, discontinue any other conversation or activity
such as eating, chewing gum, typing, etc. that can be heard by the calling party.
3. Speak clearly and distinctly in a pleasant tone of voice.
4. Use the hold button when leaving the line so that the caller does not accidentally
hear conversations being held nearby.
5. When transferring a call, be sure to explain to the caller that you are doing so and
where you are transferring them.
6. Remember that you may be the first and only contact a person may have with
your department, and that first impression will stay with the caller long after the
call is completed.
7. If the caller has reached the wrong department, be courteous. Sometimes they
have been transferred all over campus with a simple question. If possible, attempt
to find out where they should call/to whom they should speak. They will greatly
appreciate it.
8. When the called party is not in, the following responses should be used both to
protect the privacy of the office staff and to give a more tactful response:

What You Mean: Tell the Caller:

"He is not in the office at the moment.
"He is out." Would you like to leave a message on his
voicemail?"
"He has stepped out of the office. Would
"I don't know where he is." you like to leave a message on his
voicemail?"
"He has stepped out of the office. Would
"He is in the men's room." you like to leave a message on his
voicemail?"
"I expect him shortly. Would you like to
"He hasn't come in yet."
leave a message on his voicemail?"
"She is out of the office for the day. Can
"She took the day off." someone else help you or would you like
her voicemail?"
"He is unavailable at the moment. Would
"He doesn't want to be
you like to leave a message on his
disturbed."
voicemail?"

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 "She is unavailable at the moment. Would
"She is busy" you like to leave a message on her
voicemail?"

Transferring Calls

To transfer a call:

1. Let the caller know where you are transferring them.

2. Press Xfer (transfer).
3. Dial the extension where you are transferring them. (i.e. 2300 for Admissions &
Records)
4. Press Xfer again. You're done

To announce a call or screen a call and then transfer the call:

Answer the phone by saying: "School of Business, how may I help you?"

1) If the caller asks to speak to the dean (for example), ask "May I tell him/her who is
calling?"
a) Ask the caller "May I tell him what this is in regard to?" (if appropriate)
b) Ask the caller to please hold for a moment.
c) Press Xfer and the extension.
d) Wait for the dean to answer.
e) Announce the name of the caller.
f) Wait for a response as to whether the call will be taken.
i) If the called party wishes to take the call, press the Xfer button again.
ii) If the calling party does not wish to take the call, press the RLSE button and
then the button where the caller is. SAY: "Dean’s name is out of the office,
may I take a message or would you like his/her voicemail?"

Note: Companies may have various phone systems and each phone system has its own
special keys and procedures for managing calls and voicemail. Be sure to read the phone
system manual or contact a representative who services the phone system.

Taking Messages

1. Be prepared with pen and message slip when you answer the phone.
2. When taking messages be sure to ask for:
1. Caller's name (asking the caller for correct spelling.)
2. Caller's phone number and/or extension (including area code)
3. If the caller is a student, ask for the Student ID# (if appropriate) and ask
what the call is in regard to.
3. Repeat the message to the caller.
4. Be sure to fill in the date, time, and your initials.

Business Etiquette Kerri Shields – for BUSN733 Page 14 of 19

 5. Place the message slip in the called party's inbox or in a conspicuous place in their
office, such as on their chair or on their phone.
6. Don't forget that you can transfer them to voicemail instead of taking a paper
message, but don't forget to ask, "Would you like me to transfer you to Mr. Yu's
voicemail?" Do not assume that the caller would rather go to voicemail. Always
ask first.

Handling Rude or Impatient Callers

1. Stay calm. Try to remain diplomatic and polite. Getting angry will only make
them angrier.
2. Always show willingness to resolve the problem or conflict.
3. Try to think like the caller. Remember, their problems and concerns are
important.
4. Non-supervisory: Offer to have your supervisor talk to the caller or call him/her
back if the caller persists.

Supervisor: Be willing to handle irate callers. Speak slowly and calmly. Be firm with
your answers, but understanding. Sometimes the irate caller just wants someone in a
supervisory capacity to listen to their story even if you are unable to help them.

Answering Your Phone

1. Answer your calls within three rings (if possible).

2. Always identify yourself when you answer the phone: "This is ______."
3. Speak in a pleasant tone of voice - the caller will appreciate it.
4. Learn to listen actively and listen others without interrupting.
5. When you are out of the office or away from your desk for more than a few
minutes, forward your phone to voicemail.
6. Use the hold button when leaving a line so that the caller does not accidentally
overhear conversations being held nearby.
7. If the caller has reached a wrong number, be courteous. Sometimes a caller is
transferred all over campus with a simple question and the caller gets frustrated. If
possible, take the time to find out where they should be calling/to whom they
should be speaking.

Making Calls

1. When you call someone and they answer the phone, do not say "Who am I
speaking with?" without first identifying yourself: "This is Jane Howard. To
whom am I speaking?"
2. Always know and state the purpose of the communication.
3. When you reach a wrong number, don't argue with the person who answered the
call or keep them on the line. Say: "I'm sorry, I must have the wrong number.
Please excuse the interruption." And then hang up.

Business Etiquette Kerri Shields – for BUSN733 Page 15 of 19

 4. If you told a person you would call at a certain time, call them as you promised. If
you need to delay the conversation, call to postpone it, but do not make the other
person wait around for your call.
5. If you don't leave a number or name in a message for someone to call you back,
don't become angry if they are not available when you call again.

Keep in mind the Golden Rule when it comes to phone etiquette. Don't make people
dread having to answer their phone or call your department.

Ending Conversations Gracefully

There are several ways that you can end a long phone call without making up a story or
sounding rude:

1. Promise to finish your discussion at another time.

2. End on an "up" note.
3. Tell the person how much you've enjoyed speaking with him/her.

As long as you are honest and polite with the other person, you shouldn't have any
problems getting off the phone and onto something else.

VOICEMAIL ETIQUETTE

Voicemail has many benefits and advantages when used properly. However, you should
not hide behind voicemail. If callers constantly reach your voicemail instead of you, they
will suspect that you are avoiding calls. Here are a few tips on such things as greetings
and responding to voicemail.

Voicemail Greeting

1. Be sure to record your own personal greeting; don't use the standard default
greeting or have another person record your greeting. People tend to feel that they
have already lost the personal communication touch because of voicemail. If a
female voice says that "Jim Persaud is not available", the caller will not be
convinced that you listen to your voicemail.
2. Many companies like you to change your voicemail each morning to include the
current date and your current availability or schedule.
3. Write down what you want to say in your greeting and practice saying it a few
times before recording. Even if the greeting sounds like you are reading it, it will
ensure that you don't spend as much time trying to record it "just right."
4. Include in your greeting your name and department so that people know they have
reached the correct person.
5. Your regular greeting should include your normal work hours. If you know that
you will be on vacation for a few days or leaving the office early or have different
hours temporarily, you should record an alternate greeting to let callers know this.

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 Callers will know that they cannot expect a callback for a few hours or a few
days.
6. Use the attendant feature! This feature allows the caller to reach another person in
your department from your voicemail. For example, if you were out of the office
on a Thursday and a caller needed an answer immediately, the caller could dial 03
while listening to your voicemail message and be transferred to someone else in
your department. You have to select an attendant yourself - it is NOT done
automatically. Try to select someone who would know your schedule and be able
to take messages for you-such as a receptionist or assistant.
7. If your phone is the main department extension, you might want to consider
playing an alternate greeting when you are closed.
8. If your message is rather long, you might consider informing callers of the option
to press a key to bypass your message and to start recording their message to you.
9. If you turn on the paging feature (you will be paged when a message is marked
urgent), make sure to mention that in your message. Callers leave a message and
then press 4 (for example) to mark the message urgent. You will be paged with to
let you know that you have an urgent voicemail. To set up the paging feature,
contact your company’s telephone service department.
10. When you leave for the day or will be away from your desk for an extended
period of time, forward your line to your voicemail using the call forward feature
as a courtesy to your callers. Call forwarding means that your callers don't have to
wait through an entire ring cycle (12 seconds/3 rings) before leaving a voicemail
message for you.

Checking Messages and Returning Calls

1. Check your messages daily and return messages within 24 hours. If it will take
longer than 24 hours, call the person and advise him/her. Callers should feel
comfortable that you are checking your voicemail daily.
2. Reply, forward, or delete messages immediately. Keep your mailbox clean. Saved
messages kept longer than a week take up needless space in your mailbox since
you are only allowed a limited number of messages in your mailbox, including
saved messages.
3. If you forward a message, be sure to explain to the person to whom you are
forwarding the message why you are sending it to them.

Leaving a Voicemail Message for another Person

1. Speak clearly and slowly.

2. Be sure to leave your name and contact number. It's best to say it at the beginning
and end of your message.
3. Keep messages short and to the point.
4. Remember that you want to leave the person you are calling with a good
impression of you.
5. Leave the date and time you called in the message. Let the person know the best
time to call you back.

Business Etiquette Kerri Shields – for BUSN733 Page 17 of 19

 6. Cover one topic in one message; specify what you want the recipient to do. There
is limited amount of time to record your message so covering one topic in one
message helps avoid being cut-off in the middle of a sentence.

E-MAIL AND WEB PAGE ETIQUETTE

Composing email

 Remember that business email etiquette differs from informal email with friends.
Business email may involve more traditional use of capitalization and spelling.
 Visualize your reader.
 Add headings, lists, or numbers that will make your email easier to skim. Always
include a subject line to help readers identify content.
 Use priority settings for messages that need an immediate response. Immediate
does not always mean the receiver will check their email in the same hour or day,
but it does help readers identify which email messages need responses as soon as
possible.
 Use jokes, slang, and emoticons with care. Emoticons such as  may harm your
credibility with some readers. Use good judgment here. If you write to someone
frequently and you have a less formal relationship, then emoticons are okay.
However, if you’re writing to a prospective employer or client, use words only.

Processing email

 Check your email regularly and answer promptly, but resist the temptation to look
at email or surf the web continually.

Creating web pages

A web page can serve as a powerful business communication tool, but it can also be a
source of frustration for viewers and can create a negative image of you and your
company. The same rules of writing business documents apply to writing for the Web,
but web pages also have to consider the technological aspect of viewing web pages. Such
things as font size, languages, links, colours, object layout, web browsers, user-
friendliness and more, all have to be taken into consideration.

Business Etiquette Kerri Shields – for BUSN733 Page 18 of 19

 References

Business Etiquette. Retrieved November 11, 2006 from

http://www.sideroad.com/Business_Etiquette/index.html.

Career Center. Retrieved November 13, 2006 from

http://www.bsu.edu/students/careers/students/interviewing/dining/

Cook, Roy A., Cook, O. Gwen & Yale, Laura J., (2005). Guide to Business Etiquette.
New Jersey, U.S.A: Prentice Hall.

Etiquette Tips. Retrieved November 14, 2006 from

http://www.emilpost.com/etiquette/business/business_ei_quiz/htm

Telephone Etiquette Guide. Retrieved November 13, 2006 from

http://www.fullerton.edu/it/services/Telecomm/faq/etiquetteguide.asp

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