Business etiquette establishing rapport

Hungary

4th February, 2014

Etiquette is an unwritten rule synonymous with manners

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Etiquette is variously defined as– Politeness– Consideration– Thoughtfulness– Good manners & behavior

It is treating others as you would like to be treated with consideration, thoughtfulness & courtesy.

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You only have ONE opportunity to make a good first impression

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When meeting someone, shake their hand firmly, look directly into their eyes, and say their

name in your mind three times.

Words only account for 7% of an initial impression.

Vocal quality accounts for another 38%.

The rest of 55% of any first impression is based on non-verbal perceptions of appearance and behavior.

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To gain and increase respect, first establish your presence in a room, then smile.

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Think of it as a one or two sound bite commercial

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A sound bite, the length of time available in television to engage viewers' attention before they tune out, has decreased to 7 seconds currently because we are all so overexposed to visual and oral stimuli.

Construct an introduction that is interesting and catchy, yet still professional

Handshake types•Controller•Sandwich•Dead Fish•Limp Fingers

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Those few seconds you "shake" can empower or weaken a relationship

Ingredients of a Good Handshake

Hold the person's hand firmly.

Shake web-to-web, three times maximum.

Maintain constant eye contact.

Radiate positive aura.

Make it and keep it!

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When to lookBegin as soon as you engagesomeone in a conversation.

Where to lookImagine an inverted triangle in your face with the base of it just above your eyes. The other two sides descend from it and come to a point between your nose and your lips. That's the suggested area to "look at" during business conversations.

How long to look

It is suggested about 80 - 90 percent of the time.

The most important point about introductions is to

make them

Failing to do so causes embarrassment and discomfort.

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• In business, introductions are based on power and hierarchy

• Gender plays no role in business etiquette; nor does it affect the order of introductions.

• Introduce someone from your firm to a client or customer.

• Introduce a junior executive to a senior executive. • As you say each of the individuals' names, look at

him or her.• The way you respond to someone else's

introduction is just as important as making the introduction

• Always stand for introductions and offer your hand.

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• Confess and express sincerity and warmth. Say: „I am so sorry. I have completely blanked on your name.”

• Ask the person to please repeat his or her name.

• Ask the person how he or she prefers to be addressed.

• Try „The set up”. Send a set up person tover to introduce himself and then report back to you.

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• Never leave your home or office without your cards and plenty of them. 

• Keep your cards in a quality business card case that protects them from wear and tear. 

• Invest in quality business cards.• Know where your business cards are at all times. • Hand them out with discretion. Never assume

someone wants your card, ask first!• Never ask a senior executive for his or her card ; many

will exchange cards with others of similar rank.

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• Give and receive cards with your right hand–the hand of discretion. 

• Give the card so the person who is receiving it can read it without having to turn it around.

• Always make a comment about a card when you receive it.

• Keep your business cards up to date. • Don't write notes to yourself on someone else's

business card during the exchange unless they appear relevant. 

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After introduction, you’ll need a small talk

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Small talk makes people comfortable before business or a serious conversation begins

Small talk topics should be light and unemotional

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Good small talk is like the tennis game.

Someone receives the ball, answers a question, and then hits the ball, asks a question.

The goal is to keep the conversation alive.

Conversational skills can be acquired if we are willing to do some preparation:

• Look the person up on LinkedIn to find out about his or her interests and achievements

• Arm yourself for conversation: you need topics and materials to discuss so keep yoursel up-to-date on current issues

• Use „safe” topics

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• The weather: it affects us all

• A good book: this is a sign of an intelligent, aware, curious individual which will reflect well on you.

• Transportation: We all have direct experience.

• Your surroundings: This can be anything from the actual room or to the city itself.

• Sports

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Do not ask about:•religious beliefs•financial situation•any illness•details about a divorce or an affair•someone's weight, height, shoe size, age or mental health.•harmful gossip; and•telling racial, ethnic, and sexually oriented jokes

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• First, observe. Your small talk will be more effective if you take the time to look for the best possible icebreaker.

• Stay safe.

• Ask open-ended questions.

• Make strong eye-contact, the key indicater of your interest and respect.

• Be aware of your body language revealing how you really feel.

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