Business Etiquette &

Quality Customer Service

 Objectives of this course
• Differentiate between business etiquette and social
etiquette
• Discuss at least three (3) elements of business etiquette
• Communicate with business associates in professional
manner
• Demonstrate appropriate dress and grooming for an office
environment
• Differentiate between a service and a product stating major
characteristics of each
• List and describe the 4 A’s of customer service Map a
service cycle identifying critical service points
• Demonstrate the 5 star approach to resolving customer
complaints using an actual experience
 Grading
• Students will be assessed by:

– 4 individual home assignments – 40%

– 2 individual in class quiz – 40%
– Class Participation – 10%
– Attendance and Punctuality - 10%
 What is Etiquette

• Etiquette is a code of behavior that

outlines the expectations for
interactions with others, according to
what is normal in a given context or
setting.
• It is how we are expected to behave
in certain circumstances.
 So what’s Business
Etiquette?
• It is how we are expected to behave
in the workplace.
• What are some of the ways we
are/are not expected to behave at
work?
 Purpose of Business
Etiquette
• Business etiquette provides a
standard framework within which
business people can operate as they
communicate and work together.
• Etiquette seeks to ensure that people
are treated with and shown respect.
• Helps people avoid problem with
dealing with other from different
backgrounds.
 Why Business Etiquette?
• Differentiates you from others in the
competitive business world
• Shows you to be a professional and make
those who come in contact with you,
confident in your abilities.
• Enables you to be confident in a variety of
setting with a variety of people

• N.B. As with any type of behavior it must

be practiced!!!!
 Business Etiquette is
contextual
• Different businesses may have
drastically different levels of
etiquette.
– The etiquette as practiced at a high end
bar will differ from that at the local
watering hole.
– Likewise, a more formal office
environment may be much different
from that of a Sales clerk at a retail
store
 The Difference between social
and Business etiquette
• Social Etiquette • Business Etiquette

• Marked by • Marked by hierarchy

Courtesy and power
• Gender plays a role • Gender has no role
• Ex. Men opening • Ex. Subordinates are
doors for women introduced to Seniors
 Protocol
• Adherence to correct procedure and
precedence in the conduct of business,
entertaining, and various other activities.
• Precedence refers to the importance or
status one person/thing has over another.

– Ex. Applications arriving first will receive

precedence in processing.

– Recipients of military honors were called in

order of precedence—highest ranking officers
first.
 Examples of Protocol
• Proper way of shaking hands.
• Proper way of addressing and
audience.
• Proper greetings for an email.
• Appropriate attire when meeting a
head of state
 Business Ethics
• What is Ethics?
– The moral principles that govern a
person’s or group’s behaviour (determine
what is right and wrong)
• What is Business ethics?
– The principles and standards that
determine acceptable conduct in business
organizations.
– The moral decisions that determine
proper conduct in the work environment
Ethical Considerations in the
Workplace
• When a co-worker asks you to cover for
them
• Harassment
• Fraud/ Misrepresentation
• Theft
• Customer Relations
• Whistle Blowing

• N.B: Not all things unethical are illegal.

 In Summary

Business Etiquette

Courtesy Ethics Protocol

Questions/Comments
 Self Image
• Self-image is the personal view, or mental
picture, that we have of ourselves.
• Self-image is an internal dictionary that
we use to describes ourselves, including
intelligent, beautiful, ugly, talented,
selfish, and kind.
• These characteristics form a collective
representation of our assets and liabilities
as we see them.
 Self Esteem
• Confidence in one’s own worth or
abilities
• Sense of self worth; How you value
yourself
 Effects of Positive Self
Image/Self Worth

• Having a positive self image can

improve your academic and
professional careers, and by extent
your financial well being.
• It can improve your relationship with
others.
Low Self Image/Self Esteem
• Having a negative self image could make
you:
– Hate or dislike yourself
– Unable to make decisions or assert yourself
– Feel like no one likes you
– Blame yourself for things that aren't your fault
• This in turn could lead you to stop you
from living the life you deserve to live.
 Self Image test
Take The Test
How positive is your self-image? Answer these true or false statements My glass
is always half-empty, not half-full.

I'm always apologizing for things.

I'm always telling myself I "should" be doing this or that.

• I constantly criticize myself.

• What other people think about me dictates how I feel about myself.

• I am critical of my mistakes and relive them over and over.

• I always let the people who care about me down.

• I feel like I have the weight of the world on my shoulders.

• A partial failure is as bad as a complete failure.

 Self Image test
• I bend over backwards to please others.

• I am not sure I have done a good job unless someone else

points it out.

• It's hard for me to forgive and forget.

• I have to work harder than others for relationships and am

afraid that the relationships I have will fail.

• If I don't do as well as others, it means that I am not as

good as them.

• If I can't do something well, there is no point in doing it at

all.
 Self Image test
Results:
• Give yourself 1 point for each
question you answered with a "true".
 Self Image test Results
• 0 - 4: You have a generally positive
way of thinking and should feel good
about yourself. Keep it up!
• 5 - 8: You may be struggling with
some negative emotions. Take time
to review your good qualities.
• 9 or more: You can be very critical of
yourself. Challenge yourself to
change your way of thinking!
 Ways to improve your Self
Image/Esteem
• Forgive and Forget
• Be responsible for your own feelings
• Don’t feel guilty about things beyond your
control
• Accept imperfections
• Focus on your positives, gradually work on
the negatives
• Surround yourself with positivity (activities
and people).
• Set reasonable goals and fight hard to
achieve them.
 Personal SWOT Analysis
• SWOT stands for
– Strengths
– Weaknesses
– Opportunities
– Threats
• This helps us to get a sense of who we are
and what we can do to improve.
 Personal SWOT
• Strengths
– What do people say you do better than most
others
– What skills and experience make you unique
– What advantages do have over others
– What personal resources can you access
– What values do you believe in that others fail
to exhibit
– What groups do you belong to that are
advantageous
Personal SWOT
• Weaknesses
– What tasks do you avoid because you
are not comfortable
– What are some of your negative work
habits
– Do you have personality traits that
might hold you back
Personal SWOT

• Opportunities
– Is there a way you can take develop one
of your strengths or eliminate a
weakness
– Are there opportunities through school
or your workplace that you can develop
or grow
 Personal SWOT
• Threats
– What problems could your weaknesses
cause if they are not improved upon
– What situations in your personal life
have the potential to affect your work
life
 Create an Action Program
• Based on your personal analysis
create a “to do list” that will:
Build on your strengths, lessen or eliminate
your weaknesses, take advantage of
opportunities and limit the effect of threats
 Create an Action Program
• An effective action plan requires that
you:
– Define what you want to do/improve
– Do the necessary research (Find out the KSAs)
– Outline the steps to take to achieve it
– Set a deadline for achieving the goal

Optional:
– Find someone to be accountable to: share the
journey
 Implementing an Action
Plan
• Set reasonable and achievable goals
and work towards them
• Refrain from comparing yourself to
others
• Build on your strengths and use
them to get rid of your weaknesses
• Change your environment, friends
and habits where necessary.
Switching gears
Personal Appearance and
Building your Brand
 Professional Appearance
• When you feel good about your
appearance, you feel good about yourself.
• Confidence can make a difference in how
you hold yourself and present yourself in
front of others.
• People like to work with/do business with
people who look professional/presentable
• People are likely to treat you positively
when you project a positive professional
manner
 Making an Impression
• A person’s perception of you is
heavily based on how you look.
• Dress for the job you want, not the
job you have.
• Use the mirror to get a glimpse of
what people will see, not just what
you want to see.
 When Building a
Professional wardrobe
• Buy items of clothing that are
versatile
• Consider that not every style
matches every body type
• Start with the basic colours such as
black, dark blue and grey, then move
to other colours such as earth tones
(khaki, brown) and pastels (light,
soft colors)
 Grooming
• Clothes must not be too tight nor too flowing or
loose
• Necklines not plunging
• Nails hair neat and well kept
• Bobs, buns, neat ponytail, straight hair framing
the face
• No dramatic makeup, light color that accents the
outfit is acceptable but neutral colors, and earth
tones
• Likewise jewelry must accent not make a
statement
 Grooming
• Undergarments should support your
figure and not show through clothing
• Wear a slip if needed
• Closed-toed pumps in a color that
compliments your outfit are best.
• Do not wear chunky heels, flat soled-
shoes, stilettos, or shoes with too
much height.
 The ‘Skirt test’
• If you sit in a chair and can see too much
thigh with legs crossed or uncrossed the
outfit is too short.
• If your skirt has a slit it should be small,
centered in the back, and no higher than
the back of your knee.
• If you cannot walk comfortably in a skirt it
is too small or too tight.
Dress Code for Men
Traditional vs Contemporary
fit
• Avoid close fitting suits/pants that
may cling too tightly with certain
common movements.
• Slim fit suits in particular are best
worn on more social occasions.
Dress Code for Women
Examples of Proper for bar
service
 Business Attire
• Standard business attire
– Business Suits
– Knee length skirts (not pencil) and blouses (with
jacket for meetings)
• Tailored clothing is best
• Avoid Color and pattern extremes
• Khaki, twill, corduroy polyester blends,
wool and wool blends are good fabric
choices
• No Spandex, linens, Silks or satins*,
heavily sequined garments
*Satins/silks may be worn supported by other garments (jackets,
camisoles etc)
Work Fabrics
 T-shirts and Polos
• Avoid vulgar or offensive messages
and printed t-shirts in general
 Footwear
• Should be comfortable and durable
for long hours on your feet
• In the Kitchen, clogs or other non-
skid shoes preferably with a hard top
should be worn to protect the feet
and keep you from slipping.
• For Business attire, heels should not
cross 3 inches
 Women’s footwear heels
• A safe choice of heel height of up to 3 inches.
• Higher heels are often too stylish or too sexy
for the workplace and can make you
distracting.
• If you can’t walk and stand properly in high
heels then your body language and movement
will be negatively affected as well as your
professionalism and general appearance.
• If something unpredictable happens at work
that involves a lot of fast walking or stairs high
heels can encumber you.
Switching gears
Communication
Body Language and
Communication
 Body Language
• Approximately 90% of what we
communicate is non verbal
• We can influence others simply by
portraying certain non-verbal cues.
• We can read others by looking for
non-verbal cues.
 8 Types of Non-Verbal
Communication
• Facial Expressions
• Gestures
• Paralinguistics
• Posture
• Proxemics
• Haptics
• Eye contact
• Appearance
 Facial Expressions
• The look on a person face is often
the first thing we see, even before
we hear what they have to say.
• Be aware and train your face to
match the content of what you are
saying.
• Be careful not to put people of by
your facial expression.
 Gestures
• A glance at your watch might suggest that
someone is going on too long
• Rolling one’s eyes his eyes might suggest
disbelief or contempt for what is being
said.
• Sweeping hand movements might connote
aggression.
• Folded in front of you, at your sides or
holding some implement as you speak will
give you the most neutral position.
 Paralinguistics
• Paralinguistics refers to vocal
communication that is separate from
actual language. These include:
– Tone of voice – character of sound
– Pitch – high or low sound
– Loudness – high or low volume
– Inflection – up and down (intonations)
– Sounds made with the mouth that are not
verbal; For example when we clear our throat
to get someone’s attention.
 Paralinguistics
• When said in a strong tone of voice,
listeners might interpret approval,
enthusiasm or even anger
• The same words said in a hesitant
tone of voice might convey
disapproval or lack of interest.
• Its not what you say but how you
say it!
• Well Done
 Eye Contact
• Eyes
• Maintain eye contact when talking with
others.
• When talking in a group, make eye
contact with everyone; don't focus on only
one person.
• Not looking someone in the eye when
speaking could mean deception or show a
lack of confidence, weakness or that you
feel uncomfortable.
 Proxemics
• Proxemics is the study (awareness) of the
effect of space between persons in
different settings/cultures.
Effective Spatial Awareness
• Maintain a minimum distance of 3-4 feet
apart when interacting with others.
• You may choose to lean in to hear a quiet
person more clearly, but then back away
to speak yourself.
• When their is a significant difference in
height, stand far enough away so that the
other person won’t have to look up or
down at you.
• When in a group stand far enough for
everyone to see all of your communication
Proxemics
 Haptics
• Definition: Communicating through
touch.
• Is a powerful, but in the business
setting, should be limited to hand,
wrist, and upper arm.
• You also want to pay attention to
their nonverbal cues at your touch.
Haptics
 Posture
• Posture and movement can also
convey a great deal on information
 Posture
• Standing
• When you stand, keep your back
straight, middle section in alignment
with your back, shoulders back, and
head up and feet just short of
shoulder width apart (power stance)
• This posture says you are
comfortable with yourself and ease in
the situation.
 Posture
• Standing
• Good posture is not just for the benefit of
others. Standing up straight, taking more
space with shoulders back and head up
actually produces more testosterone
• Studies have shown that taking a power
stance (as previously described)
influences the way in which persons
receive what you’re saying
 Posture
• Sitting
• Sit with a straight back and with your
legs together in front of you or crossed,
either at the knee or at the ankle.
• Avoid jiggling your knee, which is a
sign of nervousness (and can be pretty
annoying to people sitting near you).
 Posture
• Slouching, sticking your belly out,
stuffing your hands in your pockets,
and folding your arms defensively all
suggest aggressive unease.
Non-Verbal Cues
 What not to do with your
hands
• Above your neck. Don’t fiddle with your hair. Keep your hands
away from your face.
• In your pockets. You communicate with your hands so putting
them out of view may suggest you are hiding something or can
make a person look arrogant.
• Behind your back. You can look ill at ease.
• On your hips. This give a combative look to stand with your
hands on your hips and this may gear up your listener for
confrontation
• Under the table. Hands should be out in the open in the
business environment; they should be resting on the table at the
wrists/forearm.
• On other people. If you are tempted to give someone a pat on
the back, be sure that your actions will not be misunderstood or
refrain altogether.
Switching gears
 Presenting Oneself
• Voice
Sound sincere and confident
Pronunciation is important
Strong tone without being aggressive
Avoid using slang or being loud.

• Fresh Breath is very important

 Introducing Yourself
• Start with “I am…” , rather than “My name
is” (active vs. passive)
• Say your first and last name then ask the
other person their name
• Repeat their name to them and let them
know that it is nice to meet you.
• Say some thing short and relevant about
yourself.
• “Hello, I’m John Smith. I work as a chef
de partie in Ocean’s twelve at the local
Ritz Carlton”
 Protocol for Introductions:
Introducing others
• Junior is introduced to senior
– Say the important person’s name first
– Ex. “Minister Singh, may I introduce my
mother, Fay-Ann Lyons”
• Add a few words about the person
– Ex Mr. Morgan Job, this is Mr. Paul Silas of
Merry tones Pan group.
• Try to avoid the use of the word “meet”; it
places the emphasis on the second less
senior person.
 Protocol for introductions
• Gender or age is not the deciding
factor in importance.
• When a client is involved, mention
him or her first.
• A proper business introduction
should include first and last names.
• When introducing “equals” it doesn’t
matter whose name is said first
 Protocol for introductions
• If you forget someone’s name don’t
panic
– Look the person in the eye and say
something like “ I’m sorry but your
name just slipped my mind, could you
remind me?”
 Protocol for introductions
• Try not to be too wordy when giving
introductions
• How someone introduces himself or
herself to you is how they expect to
be addressed by you.
– Ex. If a person rather you refer to them
by a nickname or their first name,
remember to do so.
 Handshakes

• A handshake is a gesture of acceptance

and welcome
• Extend your right hand (step into the
handshake)
• Web to web, finger to finger
• Palms facing neither up nor down
• Give slight pressure
• Grasp the other person’s hand firmly
and completely
 Handshakes
• Look into their eyes and smile
• Release the hand in no more than
two to three seconds
• No matter what, never refuse to
accept someone’s hand
• Always wait for the senior person to
extend their hand first
 Conversation in the
Business Environment
• The four levels of conversation
• Small Talk
• Facts Disclosure
• View Points and Opinions
• Personal Feelings

• It is important to note that not all

forms of conversation are best suited
for the workplace.
 Conversation in the
Business Environment
• Small Talk (level 1)
• You talk only about generic topics, that almost
everyone is comfortable with such as weather,
the location you’re both in and current events (
non-political).
• This stage establishes helps people to feel at
ease with you and allows people to subtly ‘size
up’ one another. If the small talk goes well, you
can proceed into the next level: fact disclosure.
• Most non-work related conversation stays
here.
 Conversation in the
Business Environment
• Facts Disclosure (level 2)
• You share with the other personal info you
such as your job, your area of residence,
and your interests.
• This is a ‘getting-to-know’ stage aims to
see if you have something in common and
is also a signal that you are opening up to
each other while still staying on neutral
topics.
 Conversation in the
Business Environment
• Viewpoints and Opinions (level 3)
• Topics such as politics, the new business model or the
latest blockbuster. It helps to be knowledgeable and
curious about many things, that are topical.
• This level of conversation requires that a person
comfortable with you enough to know what may or
may not offend you
• It also makes each person open to the scrutiny
• What is controversial or potentially offensive exists in
a range; make sure that you remain within the ‘safe’
zone in the early stages of your relationship.
 Conversation in the
Business Environment
• Expressing and acknowledgment of personal feelings. (level
4)
• You may share concerns over personal issues such as
finance, family.
• You choose to disclose more personal subjects. This stage
may require the development of genuine friendship first.
• Different people have different comfort levels when it
comes to disclosing feelings. In some cases, you never get
to this stage. Being sensitive to others is important.
• Listening is vital in all stages of the conversation but
especially so in this fourth stage. Listen with empathy and
understanding to acknowledge that you heard the feeling
that they have shared.
 Managing Office Relations
• Co workers:
– Relationships can complicate decision-
making
– Relationships can be distracting
– Relationships can lead to gossip
– Good relationships can lead to increased
productivity and decreased employee
turnover
– Find the balance
 Managing Office Relations
• Time management
– When possible prepare for work the night before
– Aim to reach to work early rather than on time.
– Avoid late night excursions the day before work
(during the week)
– Plan out your day when you get to work( written or
mentally itemize the day’s task flow)
– Leave some amount of time for the unexpected
– Being early, missing as few days as possible is one
of the easiest ways to endear yourself to
management!
– Sick leave is not added vacation time!
Switching gears
Telephone Etiquette
 Telephone Etiquette
• Good phone etiquette is important because we
cannot see the facial expressions and body
language of the other person and they cannot see
us.

• Your voice must create a pleasant visual

impression over the telephone.

• We must compensate by choosing our words

carefully and using much more tone inflection to
convey our message than if we were face to face.
 Telephone Etiquette
• When making a call to
someone new:
– Identify yourself (and
organization if necessary)
– Ask the name of responder
and address them by name
in a courteous manner
– Keep conversation brief
– Ex. Good day, this is Brian
Baptiste of ABC rentals, to
whom am I speaking? ”
 Telephone Etiquette
• When receiving a call:
– Before picking up, discontinue any
conversation or activity
– Answer the phone promptly (within
three rings)
– Identify the business that you represent
(and give your name)
– If necessary ask permission to put caller
on hold
 Telephone Etiquette
• Speak with a tone that suggests that you
are appreciative of the call (as you are of
their potential business)
• Speak clearly, slowly and in a cheerful,
professional voice
• If the caller is in the wrong place, has
been transferred to the wrong
department, attempt to assist them in
finding where they need to go.
 Telephone Etiquette
• Listen carefully
• Do not interrupt
• Offer appropriate
salutation: Ex. “thank you
for your time”
• Allow the caller to hang up
first
• In case of missed calls,
return the call within a
reasonable period of time.
 Telephone Etiquette:
Leaving messages

• Always be aware of confidential

information when leaving messages.
• Avoid leaving long winded messages.
Remember, someone has to act upon it.
Keep it brief and to the point.
• It is always good practice to write down
your message prior to calling.
Telephone Etiquette: Taking
messages
• Note the caller’s name, business/organization,
phone number, brief message
• Repeat to the caller to ensure accuracy
• Pass on message immediately

• Ex. “Let me know if I got you correctly, your

name is James John from ABC Corporation, your
phone number is 555-5555 and you’d like Mr.
Smith to call you back about the planning
meeting tomorrow, preferably before 2 pm
today?”
 Telephone Etiquette:
Leaving Messages
• Be aware of noise in your surroundings
at how it may affect the sound quality
on the receiver’s end.
• Provide the means of response: phone
call, email, text (not all) and indicate
the level of urgency (response time)
• As always, be concise
Email Etiquette Rules
Business Emails
 General Email Etiquette
Rules
• Be concise
• Use proper grammar
• Ensure you have a professional email
address
• Proofread your message
• Make reference to previous
communication where applicable
• Avoid using Bcc and Cc unnecessarily
 General Email Etiquette
Rules
• Answer promptly
• Have a clear & appropriate Subject line
– URG: Report Due this Friday)
– RSP: Client meeting attendance at 4:00 p.m.
– FYI: Standard operating procedures at work

• If you have an attachment, mention it in

the body of the email
1. Ex. Good day Mrs. Smith, as per our
telephone conversation on Friday, I have
attached the menu as you requested.”
 General Email Etiquette
Rules
• Specify any action to be taken if
necessary
• Once an email discussion goes
beyond 2-3 replies, make a phone
call.
• Be careful how confidential info is
shared.
 Formal vs Informal style
• Previously, all professional business
emails were sent using a formal
style. Ex. Dear Sir/Mam
• Particularly when making first
contact, formality is preferred.
• However, within an organization, less
formal approached are suitable.
– Ex, beginning an email with just the first
name of the recipient.
 Email Etiquette Rules
• Constructing an email
– Begin with appropriate greeting
– Use the first 1-2 lines to specify the
purpose of the email
– Include any action that is necessary
– Include a reply time/date
– If a reply is not necessary include in the
message “Reply not necessary”
 Appropriate Greetings for
emails
• Dear Firstname Lastname; e.g., Dear John
Doe
• Good day/afternoon Mr./Ms. [Lastname];
• Dear Mr./Ms. Firstname Lastname; Dear
Hiring Manager
• Sir or Madam
• To Whom it May Concern
• First name only
• Mr./Mrs./Ms. [Lastname]
 Greetings Continued
• Adding a friendlier sentence at the
start of each email, helps to come
across as less stiff, such as:
– I hope your day is going great.
– I trust your week is off to a good start.
– I’m excited to connect with you again.
 Ending an email
• Unless you are well-known to the recipient, use
your first and last name.
– Regards,
– Brian Baptiste
• If writing on behalf of a company include
title/position and company name
– Best Wishes,
– Brian Baptiste
– Customs Clerk
– Expediters Services Ltd.

• You might also use an electronic signature.

Business Meeting Etiquette
 Business Meeting Etiquette
• Always aim to arrive early to
meetings and functions.
• Go to meetings prepared – pad an
paper, computer
• Be organized - plan ahead to have
take necessary equipment and or
information.
• Hold your comments for after the
meeting or during Q&A sessions.
 Business Meeting Etiquette
• Pay attention – you don’t want to
look stupid asking questions that
were already asked or not having the
answer to something previously said.
Business Meetings Etiquette
• When meeting with a customer,
attending a dinner or other
business function, put your
phone away and out of sight.
• Leaving it out sends a message
that the people you’re with
aren’t worth your time and
attention.
• Just about any call or message
can wait until you conclude your
current business.
Business Meetings Etiquette
• It is appropriate to turn off a cell
phone when entering into a meeting
so as to not distract the presenter.
• If your cell phone does ring out
during a meeting, allow voice mail to
get the call and return when your
meeting is complete or at a
convenient time for the rest of the
party.
Business Meetings Etiquette
• Proper place to wear a name tag is
on the right chest area. It follows up
from your handshake.
Business Meetings Etiquette
• When invited to a meeting whether
by phone, email or otherwise, if a
reply is requested, ensure that you
reply using the stated method
a.s.a.p.
• This is to allow those who need to
organize to know how many they
need to cater for.
Business Dining Etiquette
 Business Dining Etiquette
• Be on time
• Stand on the right side of your chair
and enter from your left
• Place the napkin on your lap
• Decide on your menu choice quickly
• Wait for the meeting host or most
senior person to sit/to invite you to
be seated.
 Business Dining Etiquette
• Never order the most expensive item
• Wait for all people to be served
before beginning
• Known which silverware to use for
which instances
 Business Dining Etiquette
• If you are not eating with knife and
fork, keep one hand on your lap
• Try to maintain polite conversation
• If you must go to the restroom,
place your napkin on your chair
• Never take medication at the table
Business Etiquette and
Social Media
 Business Etiquette and
Social media
• Netiquette – Internet etiquette
• Netiquette to avoid embarrassing
moments and help build a positive self
image
– Think before you post (the internet never
forgets)
– Even if you remove the material, someone
may have copied or saved it.
– Reread anything you type before clicking the
“send” button.
– Check your spelling, grammar, and tone of the
message. If you are extremely tired, it’s
probably best to wait until the next day.
 Business Etiquette and
Social media
• Select an appropriate picture
– Professional photos are typically headshots
taken in business or business casual attire.
– Don’t use selfies.
 Business Etiquette and
Social media
• Keep separate Business
and social accounts
• Separate accounts that
are unlinked will keep you
private life private
 Business Etiquette and
Social media
• Never say anything negative about
your company, your former company,
your boss, or your coworkers.
• You never know what may be
forwarded, whether it’s intentional or
an accidental slip of the finger on the
“send” button.
 Business Etiquette and
Social media
• Think about how you would feel if
someone said whatever you just typed
about you. If you find it the least bit
disturbing, delete it.
• Cyber bullying may lead to disaster if an
emotionally vulnerable person perceives
he or she is being threatened.
 Business Etiquette and
Social media
• Don’t Shout Avoid using all caps in
any email or post.
• It is not only difficult to read, it
comes across as shouting, which is
rude.
 Business Etiquette and
Social media
• Avoid adding anything personal. This
includes your address, phone number,
or driver’s license information.
• You don’t want to make things easy for
identity thieves, burglars, and
predators.
 Business Etiquette: Final
Point
• Golden rule: Treat others as you
would like to be treated

• Platinum rule: Treat others the way

they would like to be treated

• The way you treat people is not

about who they are it is about who
you are.