Latest "Business Etiquette" Posts
October 3, 2013
What we say, verbally, is only a small part of how we communicate with others. The most influential part of communication involves the things we don’t say out loud. It’s what people see that has the greatest impact on how we are perceived.
The nonverbal signals we “put out” conveys our message more powerfully than words. And whether we are conscious of it or not, we send out signals that don’t always match up what we’re trying to communicate—or how we want others to perceive us.
Whether we admit it or not, we make sweeping judgements about people based on their body language. Think about the last time you met someone at a networking event. Did that person maintain good eye contact with you, or was he or she fidgeting and scanning the room? If you’re talking with someone who appears to be disengaged, it doesn’t really matter how good the topic of conversation is, you’ve already formed an opinion of him or her based on their body language—and it’s not likely someone you’ll seek out again.
Our body sends cues to the person we’re talking to that has little to do with what’s being said. It says, “I’m bored and uninterested,” or “I’m excited to meet you!”
No matter what words we use, the body doesn’t lie.
Powerful Gestures
Our body language dictates the way people see us but it can also shape our own beliefs on who we are.
Research from Harvard and Columbia Business Schools shows that by holding your body in an expansive “power pose”—leaning back with hands behind the head and feet on a desk, or standing with legs and arms stretched open—will help you feel more confident. Striking these “high-power” poses, for as little as two minutes stimulates higher levels of testosterone—the hormone linked to power—and lowers the levels of cortisol, a stress hormone.
Be conscious of how you’re standing. It’s the first giveaway on whether you are a person of power or not. When you stand straight, with your shoulders back and your head up, you are conveying the message that you are confident and at ease in the situation.
Low-Power Gestures
If we’re uncomfortable in a situation, we tend to make ourselves smaller—we close up. We slouch, keep our feet pointed away from us, have our arms crossed and avoid eye contact. Although we may not realize it, these signals give the impression that we’re unapproachable, defensive and uninterested.
It’s important to note that that the stories we tell ourselves before entering into a situation can have a huge impact on the way our body responds. If you tell yourself that you can’t do it, your body language will communicate that.
What are you saying with your body language? One way to find out is to take a look for yourself. Have someone videotape you engaged in a conversation, and then take a look at the way you are communicating – nonverbally, that is. Ask yourself how you would view someone who looks, talks and acts like you do.
Adjust as needed.
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Posted by Margaret in Business Etiquette and tagged body language, communication, nonverbal, power gestures
August 16, 2013
I was talking to a copywriter friend the other day and the topic of business referrals came up. She was telling me a story about how she recently received a message on LinkedIn that said “Good morning Courtney. I am looking for a copywriter to help me with some press releases and George Lukas referred you to me. I look forward to hearing from you soon.”
My first impression was that this was good news. Who wouldn’t be happy with getting a referral for a new business opportunity? But as I listened to the experiences Courtney has had in the past with these types of referrals, it really made me wonder how valuable recommendations and referrals are in business today.
Let me explain.
Courtney shared with me, first, that she had never even worked with George Lukas – the gentleman who referred her—and so, George had no real insight into the way Courtney worked with clients. He had simply searched through his LinkedIn connections to find someone who he felt fit the bill and sent her name out as a referral. In these situations, in the past, Courtney has found these referrals to be frustrating and counterproductive, both to her and to the person who was given the referral because it’s more of a shot-in-the-dark that the connection is a good fit. And it has no reflection on the quality of work that Courtney provides in her specific niche.
Obviously, George thought he was being a nice guy – helping out both of the parties by connecting them—but without having worked with Courtney, he couldn’t really give an honest assessment of whether she was the “right” person for the job.
This leads me to the question: Are personal recommendations losing their value because we can so liberally extend “skill” endorsements to people we have never even worked with?
If employers use LinkedIn endorsements as a gauge, are they really able to find candidates that fit the bill? Or is it now more of a popularity contest? Those with the most LinkedIn endorsements win?
Although I know that company recruiters are looking at LinkedIn as a source for job applicants, I have to believe that they, like me, take LinkedIn endorsements with a grain of salt.
If you really want to stand out from your competitors, take the time to seek out honest-to-goodness business referrals. Reach out to coworkers, former supervisors, or clients you have worked with and ask for a recommendation. A letter of recommendation, that shares specific information about your unique skills, is still the best way to get your foot in the door for a job interview, or land a new project.
I still use the recommendation I received from my kindergarten teacher when pitching an etiquette seminar to a new client: “Margaret Page is a very enthusiastic little girl. She’s a very good listener…and loves to chat. And chat. And chat. Margaret will make a wonderful speaker one day. :)”
Seriously, when asking for a personal recommendation, on LinkedIn for example, follow these tips:
- Seek out at least 10 people on LinkedIn you have worked with who can recommend you.
- Don’t wait too long. As soon as you leave a company, reach out for recommendations as soon as possible. This way your experience working with that individual is fresh in their mind.
- Be specific. Ask the person to recommend you for something specific that you have worked on together, like a big project. If you don’t, you might end up with a generic recommendation like “Margaret was a delightful person to work with.”
- Say “thank you.” When you receive a recommendation on LinkedIn, you are prompted to return the favor. Only reciprocate the gesture if you really are comfortable recommending the person. Either way, be sure to send a note of thanks after you receive any recommendations, LinkedIn or otherwise.
We would love to get your thoughts on recommendations. If you’re a hiring manager or a recruiter, do you read recommendations on LinkedIn? How much value do you place on recommendations and referrals today?
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Posted by Margaret in Business Etiquette and tagged referral etiquette, linkedin recommendations
June 25, 2013
As business professionals struggle to differentiate themselves from their competition, manners are more important than ever. How you present yourself matters–and sometimes it’s the little things we do that cast a negative cloud over us. These etiquette blunders can be very damaging to our professional relationships.
Have you ever left a voicemail for a business contact after hours — knowing full well that person was unavailable to speak with you? Clearly, you were trying to avoid talking to that person! You know it–and trust me, they know it too.
This is a great example of a business etiquette blunder.
I’ve put together a list of a few top etiquette blunders to avoid. I’d love for you to share your experiences with us. Add your top business etiquette pet peeve(s) to the list! Just click the button to add your own!
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Posted by Margaret in Business Etiquette and tagged top business etiquette blunders
May 17, 2013
Last week I posted an article for employees called “How to Navigate Social Media: For Employers,” that provided some basic guidance on how to create a social media policy for business owners. This week, I’ve changed gears and am sharing some etiquette tips for employees who are using social media both for personal use and in business.
We live in a world where social media plays a prominent role as a channel of communication. We connect with friends, family, colleagues–and even people we don’t know personally. The ability to share information, any time, anywhere, and with anyone around the world is amazing–but with that ability comes responsibility. What you post on social media sites is out there — forever.
Something you may not have considered is this: When you post content on social media sites –even your personal Facebook or Twitter accounts–it can affect your job, as well as the public perception of the company you work for.
It’s dangerous to assume that only your personal friends and family are seeing the content you post online. If you post it on the web, you can guarantee someone will find it—and they may or may not be directly connected to you.
Use your common sense. A good rule of thumb is this: If you wouldn’t say it loudly, in front of your mother, you shouldn’t say it on Facebook, Twitter, LinkedIn or any other social media site.
Having said that, there are definitely some things you can do today to make sure you’re not violating social media ethics set out by your company:
- Double check privacy settings on all your social media platforms. Facebook tends to set things for you – as a default – and it’s important that you check in on the settings from time to time to make sure you’re sharing only what you want to share.
- Google yourself. Yes, set up a Google alert to track mentions of your name.
- Think twice before sharing personal gripes about your workplace on any social media network. It’s just not appropriate, or professional. Your privacy settings may be just fine, but common sense dictates that many of your online “friends” have little or no privacy protection on their own page—opening your comment up for public view. Also, anyone can do a simple “copy, paste and repost”—landing you in hot water with your company.
- Refrain from discussing any information that:
- is derogatory
- is confidential or proprietary
- may be valuable to a competitor, such as product launch dates or pending reorganizations, etc.
Be very familiar with your employer’s social media policy. Understand it, and take it seriously.
These 6 “Rs” of social media will help keep you focused on the business etiquette rules of social media use as an employee:
- Reasonable. Use reasonable etiquette online at all times– just as you would offline. If you like your job, avoid the use of profanity or sharing inappropriate photos online.
- Representation. Be clear about who you are, and who you represent online.
- Respect. Don’t share anything on social media that you wouldn’t share with the whole office—and your mother.
- Responsibility. Make sure you are not violating legal guidelines, or any other company-mandated policies about revealing proprietary company information.
- Restraint. Before you hit the send button, pause and reread. Whatever you post is out there forever—associated with your name. “Think before you tweet!”
- Remember. Familiarize yourself with your company’s social media policy. Keep it top of mind every time you share anything online.
“Only when the tide goes out do you discover who’s been swimming naked.” ~ Warren Buffett
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Posted by Margaret in Business Etiquette and tagged social media etiquette
May 13, 2013
Social media is everywhere… and whatever you share online is there forever. As the quote goes:
“The Internet’s not written in pencil, it’s written in ink.”
For companies who are new to jump on board the social media train, it can be a little overwhelming. More than ever, it’s important for employers to be in tune in to what’s being said
Managing your online reputation isn’t as cut-and-dry as it used to be. Your customers are online… and they’re talking about you, your products and your services. The good news is, just like the “fly on the wall,” you have the ability to listen to what’s being said—by everyone.
Through social media conversations, companies have an unprecedented ability to truly get involved in conversations and deepen relationships with customers. But where do you begin?
If companies are struggling to understand social media, it’s likely the direction they’ve given employees on social media use is also a little wishy-washy.
Although companies can’t control what’s being said about them on social media, they are entitled to regulate what employees say about their products—and who can speak on the company’s behalf on social media.
The first thing we advise companies to do, before they even begin to think about communicating through social media, is to create a social media policy for employees.
Whether these employees hold the keys to the corporate social media accounts, or use social media for their personal use—your employees need to be aware that they are representatives of your brand—and perception is everything.
At the very start of the process, be clear about what you expect from your employees when it comes to social media use. Set clear boundaries, especially if you want them to be part of your brand building process. Empower and encourage your employees to communicate, but give examples of things they should, and should not, communicate online.
By creating a solid social media policy, you can establish the standard of behavior you deem acceptable. Your social media policy should address:
- The extent of personal use that is permitted during work hours and on work devices.
- Boundaries for what kind of company information can (and cannot) be shared online.
- Whether or not employees are permitted to comment on issues related to the business, its employees or clients. Consider adding that personal posts made by employees must contain a disclaimer that the opinions expressed are solely their own.
- The extent of association to the employer in personal posts. Example: a policy may prohibit the use of work email addresses when employees set up profiles on social media sites.
- If the employee comments on any aspect of the company’s business, they must clearly identify themselves as an employee and include a disclaimer, such as “the opinions expressed are mine alone and do not necessarily reflect the views of “company name.”
- Copyright laws. With the abundance of free online media—like Google images, for example—it’s important to inform employees about the rules of use. Many people are unaware that the images displayed on Google may be protected by copyright. You don’t want to find yourself being served with legal documents!
- The use of company logos. Postings should not include company logos or trademarks unless permission granted.
- Engaging in debates or arguments online. When your employees engage in heated conversations online, it’s a reflection of your company—and shed it in a negative light. Include a statement such as “Do not engage in debates or share inflammatory comments in response to a negative communication about X company, its employees, or products.”
- How employees deal with customers. Identify specific ways employees engage and interact with customers online.
- Social media etiquette. Especially if an employee is posting as a representative of the company, it’s important that they know the social P’s and Q’s. Some obvious ones include language use (no profanity!)–but other social media etiquette dos and don’ts might include things like the number of times you reach out to clients to connect or the “tone of voice” to use. All communications are a direct reflection of your brand positioning, and it’s important that your employees understand that.
- That the company reserves the right to request the certain subjects are avoided, withdraw certain posts, and remove inappropriate comments.
- Consequences for breaching the social media policy standards.
When creating a social media policy you don’t have to reinvent the wheel, the Social Media Governance website has an online database of over 100 social media policies.
The best rule of thumb is to keep your social media policy as simple, but specific as possible so that it’s easily understood and interpreted by your employees.
Do you have a social media policy for your business? What tips do you have to share with employers?
photo credit: ransomtech via photopin cc
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Posted by Margaret in Business Etiquette and tagged social media etiquette for employers
March 14, 2013
According to a recent article posted on Mashable, there are now 1 billion Endorsements on LinkedIn. Sounds impressive, but I’m wondering (and it appears others are, as well), what’s the true value of an Endorsement on LinkedIn nowadays? Can you really trust the validity of these “one-click” endorsements if you’re looking at a LinkedIn user’s professional profile?
The Endorsements feature, which was introduced last September, offers a quick way to recognize your first-degree connections’ skills and expertise. To endorse someone in your network, you simply scroll down to the Skills and Expertise section on the person’s profile and click the name of the skill or click on the + sign next to the skill. That’s all.
After you endorse a person, your photo shows up next to that skill on the person’s profile (which is why I feel so many people have jumped on the bandwagon!) The person you endorsed will also receive an email alerting them that you’ve endorsed them for a particular skill.
As much as I truly appreciate all recommendations from clients and colleagues, I have to wonder if this new feature adds anything to your professional value or diminishes it. How does this fit in with your networking goals?
For example, I have several “thumbs up” endorsements for the skill “Non-profits,” which is not really a skill – so the whole idea just confuses me. And I’ve heard of so many people who say their email box is filling up with endorsements from people they’ve never worked with.
The fact that they have made it so easy to “endorse” a professional connection on LinkedIn is a double-edged sword. Sure, easy seems better – since we’re all so busy – but what about authenticity? As an example, there will be job seekers who will simply have their buddies give them the LinkedIn thumbs up- and there’s no way for an employer or recruiter to know whether the person making the endorsements is qualified to do so. Which, in my opinion, is why the credibility of those endorsements are diminished by this new feature.
Recommendations on LinkedIn, whether given or received, are a way of sharing specific ways you enjoyed working with an individual, the traits they possess that helped you overcome a business problem, or best describes the kind of skills you bring to the table. It’s based on your personal experience with the individual you’re recommending. And it’s typically specific—and authentic—and adds value to your business profile.
LinkedIn is a wonderful place to build your professional network and showcase your skills and expertise, so I’m not quite sure why they would place an “easy” button on the site.
I would love to hear what you think of the new unsolicited “Skill Endorsements.” Do you think they add any value to your professional profile—or do you feel it muddies the waters of the networking site?
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Posted by Margaret in Business Etiquette and tagged linkedIn endorsements
February 28, 2013
One of our most popular posts is the article we wrote on telephone etiquette. In it, I shared a few telephone answering tips to ensure that you’re presenting yourself, and your business, in the most professional manner—at all times.
Good telephone manners go a long way, and one of the things people really struggle with is this scenario:
You’re on a business call and you’re deep into a really great conversation and suddenly you realize you’re talking – but no one is there! In mid-conversation, the call was dropped. Then, here’s the sequence of events that follow:
- You hang up and immediately call the person back.
- Your call gets automatically directed to the person’s voicemail.
- As you’re leaving a message asking for a call back, you hear a beep on your phone – oops, an incoming call.
- You hang up, hoping you can catch the call.
- Too late, the incoming call goes straight to your voicemail. “Hello George, this is Sam, looks like we lost connection. Give me a call back.”
- You dial again–just as Sam has heard your voicemail and is dialing you back.
- And you’re back into George’s voicemail box.
- Now you both hang up and wait for the call.
- At the other end, Sam is also waiting.
Talk about a mess! After a few rounds of this back and forth, the entire conversation has been lost.
Who should call back and who should hold off?
The etiquette for situation where a call is disconnected is simple: Whoever initiated the call is responsible for calling back.
With so many of us using cell phones to communicate in business, remembering this simple tip will save a lot of confusion and wasted time the next time you’re disconnected.
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Posted by Margaret in Business Etiquette and tagged telephone etiquette
December 4, 2012
I have a friend who shared with me recently that one of the ways she keeps up with what’s going on in the lives of her four grown children is by checking their Facebook and Twitter profiles. She knows where her son—who is away at college—is spending his time most days because she sees his Foursquare check-ins pop up on his Facebook page! My friend feels more at ease by having a little glimpse into their daily lives (even though her children would probably say she was stalking them!).
Social media has definitely changed the way we interact with people—both personally and professionally. But one of the biggest changes social media has brought about is how we network.
In my book “The Power of Polite,” I site this example: When meeting new people, would you jump into a conversation without introducing yourself? Would you consistently talk about yourself without any regard for others around you? Of course, you wouldn’t – and the same rules apply when connecting with people through social media as they would when connecting in person.
When connecting with people online, keep these five business etiquette tips in mind:
Have a professional presence. If you’re on Twitter, you’ve seen the “egg.” Those profiles that haven’t put a professional photo in their profile are left with the default “egg” to identify them on Twitter. Whether you’re on Twitter, Facebook or LinkedIn, update your profile to include a professional photo and up-to-date bio that demonstrates your passion and area of expertise. On LinkedIn, your professional headline is important, so make sure it shares more than just your job title—express your full competency.
Introduce yourself. One of the best ways to introduce yourself on social media is by sharing useful content. This is a great way to grab the attention of those you want to reach. On Twitter, retweeting other people’s updates is a form of acknowledgement. Simply by being social (on social media) will get you noticed and you will begin to make connections.
Be real. LinkedIn is a great place to connect with business professionals, but one of the biggest mistakes I see people make is connecting with people by sending out the default message LinkedIn provides. When inviting a business connection, add a personal message with the invitation. Something like, “Hello George. It enjoyed meeting you at the business luncheon at Ted’s Restaurant last week. I’d love to add you as a professional connection here on LinkedIn.”
Listen. Whether it’s real life, or online, building connections has more to do with listening and engaging than it does with talking about you, you, and you. Choose key people you want to connect with and listen to what interests them and jump in where there is an opportunity to provide value.
Show your gratitude. When someone shares your content, or provides feedback on one of your social networks, always say “thank you.” Not only is this good etiquette, it is a great way to connect with a fan or follower and engage in a further discussion.
Whether you’re connecting with people online or in person, knowing how to present yourself in a way that sets you apart from your competition is key to success.
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Posted by Margaret in Business Etiquette and tagged social media etiquette, LinkedIn, business communication
November 2, 2012
No matter what business you’re in, chances are you’re going to be invited to your fare share of meetings. Adhering to the proper etiquette for business meetings will establish respect among the other participants, and ensure that the meeting is productive for everyone.
Here are a few business meeting etiquette tips to keep in mind:
- When invited to a business meeting, RSVP in a timely manner.
- Be punctual.
- Come prepared with pen and paper, and any other materials you will need for the meeting.
- Turn off your cell phone. If you’re expecting an important call, set your phone on vibrate and quietly excuse yourself if the call comes in during the meeting.
- Avoid side conversations during the meeting. Very distracting to the presenter and other attendees.
- Speak only when you have the floor. Ask questions during the designated question period and raise your hand to be recognized by the chairperson.
- Keep your questions brief and on topic. Ask only one question at a time to allow others to contribute to the conversation.
- Listen carefully to the presenter and take notes.
- Avoid fidgeting, tapping your pen, drumming your fingers, or shifting papers around during the meeting.
- Attend the entire meeting. Leaving the meeting before it is adjourned—unless you have alerted the chair beforehand – is disruptive to the other attendees and the speaker.
- Respond to action items. Once the meeting has ended, complete any tasks assigned to you as quickly as possible.
When attending your next meeting, make sure your attention is laser-focused on the topic at hand and what you need to accomplish. Don’t let distractions get in the way.
Do you have a meeting nightmare to share? We’d love to hear about it! Share with us in the comments below.
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Posted by Margaret in Business Etiquette and tagged business meeting etiquette
October 23, 2012
Communication and relationship building are the lifeblood of business, and how you relate to others is what etiquette is all about. More and more companies understand that in order to gain a competitive advantage they need people on their team who can handle themselves in social and professional situations. In addition to having employees who are good at what they DO (hard skills), they need employees who possess strong soft skills.
Soft skills refer to those personal qualities, habits, attitudes and social graces that make you an easy person to be around, and work with.
Some of the most common soft skills employers are seeking and will be assessing you on include:
- Good communication skills
– In today’s digital age, we’re so accustomed to communicating virtually – through text messages and short emails – that we have less opportunity to stretch our verbal and nonverbal communication muscles. Having the power to effectively communicate with anyone will help you build collaborative relationships, gain a competitive advantage and grow your business.
- Positive attitude – Nobody wants to work with a “Debbie Downer!” Having a positive attitude is an important soft skill to have. Being optimistic and upbeat will get you noticed—in a good way!
- Strong work ethic
- Being motivated and dedicated to “getting the job done” is a trait that will help you stand out next to your competition. Looking for a promotion? Showcasing your ability to conquer any situation, no matter what, is something higher-ups are paying attention to.
- Good manners and social etiquette – Good manners are not passé. Give yourself the “etiquette edge” and distinguish yourself from the competition.
- Time management abilities – Knowing how to organize and prioritize tasks – and use your time wisely – is something you will benefit from both personally and professionally. To business owners, time = money.
- Problem-solving skills
– Are you resourceful? Able to creatively solve problems that arise? Being a good leader depends on being to effectively manage a crisis and provide solid solutions.
- Ability to be a team player
– I’m sure you’ve been asked this question at every interview, but it’s an important one. Being able to work independently is great, but collaborating with different personalities often poses a challenge for some. Knowing how to cooperate—and take the lead is crucial.
- Self-confidence / self-awareness
- Sounds like a “no-brainer,” but if you don’t believe in yourself, you’ll be hard pressed to convince others of your abilities.
- Ability to accept and learn from criticism – This one is tough for many, but master this skill and you’ll reap the rewards, both in growing as an individual and a professional. Never stop learning!
- Flexibility / adaptability
- The one constant is this: CHANGE. Being able to change course and embrace challenges – and be open to new ideas – is a soft skill that isn’t always easy to master, but will set you apart from your peers.
- Working well under pressure – You’re bound to be in stressful situations – handle it with grace and you’re sure to stand out.
To advance your professional life, spend some time mastering your soft skills.
For more business etiquette tips, check out my etiquette training and teleseminars. Or download a copy of “The Power of Polite: A Guide to Etiquette in Business.“
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Posted by Margaret in Business Etiquette and tagged business etiquette, soft skills
What we say, verbally, is only a small part of how we communicate with others. The most influential part of communication involves the things we don’t say out loud. It’s what people see that has the greatest impact on how we are perceived.
