Tugas Rangkuman : Business Etiquette for Dummles

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Part 1.

Conducting Yourself Gracefully In the Business World

Chapter 1.

Displaying Good Manners at Work

In the chapter.

1. Developing good etiquette on the job.
2. Improving your communication skills.
3. Surviving meetings and special events.
4. Handling challenges in the workplace.
5. Becoming a well-mannered traveler.

Business etiquette is vitally important for creating for harmonious work environment and for representing your company in the best manner possible.

Conducting yourself with class.

• Making a good impression.
  Your considerate behavior in the office and with clien makes a big impression : it’s instantly recognizable and beneficial to both you and to your company.When a courteous employee works with others,including hispeers,staff,and superiors,his grace lends an air of professionalism to the workplace that others emulate and that employers reward.
• Working in diverse environments.
• Dressing well.
  A well-mannered person always considers the impression communicated by clothing,body language,and grooming.Always be thinking about what your appearance says about you.Neverpretend to be anything you aren’t.You should not be uncomfortable or present an image that is not you,but you should present the best you that you possibly can.for more on appropriate business attire and professional presence.

Communicating in the Business Arena.

• Polishing your introductions.
  Knowing how to make a gracefull introduction not only alows you to concentrate on making a good impression,but also gives you the confidence and power to nurture relationships from the get-go.To discover more about practicing these skills and using them properly.

• Mastering the art of conversation,in person and on the phone.
• Understanding business writing,online and off.
• Taking care when using technology.
  One of the main principles of internet etiquette is remembering that you are interacting with real time.Even though you see only words on a monitor,a flesh-and-blood person is behind them.This live human being deserves the same respect that you would offer him face to face.

Behaving No Matter Where Your Business Takes You.

• Meetings.
• Business meals and parties.
  The business world can be quite overwhelming,even if you never leave the office.When entertaining enters into the business mix,it’s easy to get confused about what is appropriate and what is not.the goal of mixing business with pleasure is to create a warm social atmosphere even with the necessary business undertones.Business entertaining is a way to foster personal trust and confidence in others and is the fastest-growing way to do business.From staff breakfasts to working lunches to cocktail receptions for clients,being in your best business form at any meal pays off.

• Conferences,trade shows,off-site activities,and other events.
• life's major passages.

Overcoming challenges at Work.

• Dealing with difficult people.
• Coping with conflict.
• Managing ethical dilemmas.
• Handling sexuality.
  Know your company’s polices before you get into any situation involving more than day-to-day contact with another employee.Your company may have rigid rules about fraternizing and may have special provisions designed to head off suspicions of harassment.the etiquette of office romances involves a combination of good judgment and discretion,but company rules are absolute.

Traveling Near and Far.

• Packing up and heading out.
• Acting gracefully after you arrive.
• Minding your manners in different regions of the world.

Chapter 2.

Making a Positive Impression on the Job.

In this Chapter.

1. Standing out during the job interview.
2. Developing good office etiquette.
3. Visiting other offices.

A successful career does not come only those who have worked the longest or the hardest,or to those who have the most impressive resumes. These days,many corporations are unwilling to send someone to the front lines unless she has a little polish,style,and finesse.

Surviving the Job Interview.

• Soul searching before job searching.
  Before you secure an interview,read and learn as much as possible about the company.Test flagship products,read annual reports,memorize the names of the top executives,and know the stock price.You can gain this information by searching online for relevant articles,looking in business journals,or reading company brochure or web site.
  In the very unlike event that the company doesn’t have an online presence or that its site isn’t very informative,start with what you know :

Query the person who referred you to the company for information.

Do a news search for the past few months,and see what you can find.

Track down the friend of the friend who used to work there.

• Writing appropriate cover letters and resumes.
  Do not unusual fonts or brightly colored paper.Use font such as times or Arial.And stick to cream-colored paper and black type.You want your resume to stand out---but in a good way.
  Stick to the communication medium you start with until the employer changes it.If you begin the correspondence on the internet,you may continue on the internet.If the company start to call you,you call the company back
  Your cover letter should follow these guidelnes.:

Keep the letter short and the point.

State your interest in the job,and provide contact information.

Don’t go into unnecessary detail or discuss personal interests.

Don’t be too generic.

Avold grammatical and typograpical errors in your resume and cover letter at all costs.

• Making the most of phone calls.
• prepare for the call by practicing what you want to say your
  
• Knowning what to wear( and what not to-wear ).
  many employee explain that their casual dress policies rezognize that job performance is more important than appearance.At the same time,most of the people who will interview you---whether they admit it or not----would like to see some sign that the interview is worth some special effort on your part.Dress is one way to convey that impresion.
• Practicing for the interview.
• Painting a rosy picture on the big day.
• Sealing the deal.
  And yes,if you interviewed with several people,each person gets a note.You should make an effort to vary the wording a little,just in case these people....well,compare notes!

Being a Positive Part of the Workplace.

problem that start small can become big if you let them go on very long.Smallslights,swearing,peevishness,and forced smiles have a way of getting under everyone's skin.More-outrageous behavior---such as temper tantrums,yelling matches,crude displays of power,and harassment of any kind---simply shouldn't be tolerated by anyone.

• Developing good relations with your peers.
• Developing good relations with your staff.
  the best way to earn respect is to treat others with respect.As the boss,the things you say and do have consequences for others.Do your best to make these consequence positive :
  
  1. Ask,rather than tell,others to do things.
  2. Be clear.
  3. Be polite.
  4. Learn people's names,and use them.
  5. Recognize that everyone has a life outside work.
  6. Show sensitivity,be accommodating,and don't pry.

• Developing good relations your superiors.
  interacting with superiors requires that you be aware of certain subtleties.Although your company may have a friendly"backyard barbecue"culture,your boss should be the person to introduce more-personal subject.If you're in a social situation with your boss,general samll-talk topics are permissible until your boss takes the lead and introduces other topics.
• Offering compliments and criticism.

Visiting Another Office.

Visiting someone else’s office is generally not a complicated affair,and the rules are fairly simple. Nonetheless,tales of churlish behavior by visiting colleagues have inspired these tips :

1. Make an appointment.
2. Look up your destination on map before departing.
3. Don’t bring any food or drink with you to someone else’s office unless you’ve been asked to provide food for the meeting.
4. Be polite to everyone at the office.
5. Don’t touch things in someone’s office without asking,even if they look like toys.

Chapter 3.

Working in a Diverse Environment.

In This Chapter.

1. Showing respect for physical differences.
2. Handling racial and ethnic differences.
3. Dealing with gender and sexual differences.

Stereotyping,ridiculing,demeaning,or insulting other people is always a mistake. At work,this behavior can be disastrous. You should not assume that the women in the room are secretaries or nurse,or that the men are bosses or investors.

These differences are simply not always that interesting and shouldn’t be the subject of comment. Even when the story behind the difference may be interesting,remeber that prying is rude.

Respecting Physical Differences.

• Starting with a few general guildelines.
• Dealing with specific disabilities
• Going the extra mile.

Respecting Racial and Ethnic Differences.

Along with the cultural diversity inherent in the global maketplace comes confusion about how to behave. People don’t always know how to interact with others from different ethnic and racial backgrounds. In fact,people don’t even know whether their behavior should be different.

Respecting Gender and Sexual Differences.

Dealing with gender and sex in the workplace can be a mess. In the same way that business is color blind,it is sex blind.

Businessis gender blind. What matters are rank and status,not gender. You may be completely stumped when it comes to working with members of the opposite gender,however. If you’re a woman,do you open the door for others ? do you wait for your male boss to open the door for you ?.

To prevent crashes,here’s the rule : In business,the first person to the door opens the door for everyone else,regardless of gender. Full arms exempt you from door duty,however.

Like all good rules,this one has an exception : You always open the door for your client or customer. Using the following common-sense tips as a guide to intergender relation..;

1. Ofter to help an overburdened colleague,regardless of gender.
2. The host pays for a business lunch,regardless of gender.
3. Help others if they’re having a difficult time with a coat,regadless of gender.
4. Men and women stand to greet someone,regardless of the other person’s gender.
5. Women shake hands in business,as men do.

Chapter 4.

Look Sharp! Creating professional Style and Presence.

In this Chapter.

1. Beginning with wrdrobe basics.
2. Putting together workplace attire for women and men.
3. Grooming yourself properly.
4. Minding your body language.

Like it or not,most people believe that what you see is what you get. What they usually see first is your clotes. Clotes are a nonverbal code of communication. What you wear signal your image to others. What signal do you want to send ?

In business,creativity in ideas is often more important yhan creativity in dress.

The Essentials of Building an Appropriate Work Wardrobe.

• Sticking to basic colors and pieces.
• Dealing with dress codes.
• Defining “busines casual”and “casual”
  The casual look has invaded business in a big way.Dressing casually for business takes a great deal of thought,however.
  Just to make everything even more confusing,business casual and Friday casual are different:

Business casual (or casual) for men generally means khaki pants,dress slacks in linen or wool.Dockers,or corduroys with a sport jacket,button-down shirt,or sweater,and a casual loafer or Dr.Martens shoes.

Friday casual includes all the preceding item but adds jeans,tennis shoes,and,in some workplace,T-shirts.This doesn’t include inappropriate item,such as shorts,revealing tops,or soiled or ragged clothing.

• Taking stock of what you have.

Casual Workplace Wear for Women.

Formal Business Clothes for Women.

You’re well advised to stay conservative at a formal workplace until it’s blazingly obvious that you don’t have to. You’ll want to have some suits and appropriate,conservative coordinates in your business wardrobe.

• Suits.
• Skirts.
• pantsuits.
• Blouses and shirts.
• Stockings and pantyhose.
• Accessories.

Casual Workplace Wear for Men.

As I explained in the earlier section”Defining’business casual’and’casual’”business casual and Friday casual are distinct from one another ;

• Business casual generally means khaki pants,a plain polo shirt or a long-sleeved casual button-down oxford shirt,a V-neck sweater,sometimes a sport coat or blazer,and brown leather shoes. Loafers are a good choice,and you should wear socks.
• Friday casual includes all the above,and in some companies can include jeans,T-shirts,and tennis shoes,but this does not mean ratty or torn jeans,and it never means cutoffs or an old T-shirt with something offensive written on it.

Formal Business Clothes for Men.

Men don’t have as many options as women do.Formal meansa suit of some sort,but dressing well mean much more than slapping on a suit,as I explain in the following sections.

• Suits.
• Pants.
• Shirts.
• Socks.
• Shoes.
• Accessories.You’re probably thinking,”Real men don’t accessorize” Think again.The little things are what matter most.

Briefcases.

Belts.

Ties.

Watches.

Eyeglasses.

Hats.

You Clean Up Well ! Personal Hygiene and Grooming.

Wearing the right clothes does no good if you heven’t bathed or your nails are dirty.Bathe or shower every day,and use a deodorant or antiperspirant : then use the specific guidelines in the following sections.

• Hands.
• Hair.
• Face.
• Scents.
• Piercings and tattoos.
  Tattoos shouldn’t be visible during the business day.In more conservative business settings,remove your piercing ornaments during the day.

Sending All the Right Signals : Body Language and Comportment.

Clothesmay make the person,but body language may make or break the deal.How you carry yourself when engaged in conversationis often as important as what you say.body language is nonverbal,but it communicates volumes about you nonetheless.

Body language is an interpretive affair.Like most human behavior,your physical behavior is symbolic.Take some simple examples :

1.stroking your chin while thinking is supposed by some people to indicate reflection and deep thought.

2.Failure to maintain eye contact during conversations is a sign of evasiveness and cowardice to some people.

3.The truth is that practically any behavior you engage in can be freighted with significance.

• Standing .
• Sitting.
• Hands.
• Head movements
• Facial expressions.Facial expressions are crucial in your repertoire of body language.No other part of your body can convey the immense richness of nonverbal communication that your face does.
• Eye.

Part 2.

Building Better Communication Skills

Chapter 5.

The Art of Meeting and Greeting.

In this Chapter.

1. Making graceful introductions.
2. Shaking hands with skill.

In today’s fast-paced,high-tech world,people tend to forget the importance of human contact and kindness—remembering people’s names,trying to make a good first impression,and greeting people with a firm handshake.

Making Introductions with Ease.

• Deciding who makes the introductions.
• Understanding the pecking order.
  Who goes first ? traditionally,in social situations a man is introduced to a woman.The most common mistake made in introductions is the failure to keep all honorifics equal.

Introducing someone junior to someone senior.

Introducing your boss to a client.

Introducing two people of equal rank.

Introducing people in a group.

Introducing yourself.

• Applying title and forms of address.
• Remember names (and behaving properly if you forget).
• Correcting others’ introductions.
• Exchanging business cards.

Handling the Handshake.

• Using the perfect form.
• Understanding some rules of protocol.
• Knowing when to shake hands.

Chapter 6.

Making Polite Conversation.

In this chapter.

1. Speaking and listening courteously.
2. Cruising through office communication.
3. Mingling effectively.
4. Avoilding common conversation mistake.

Few skill are more appreciated than the ability to make conversation.The person who is able to draw people into conversations,introduce interesting topics,and make everyone comfortable is valued in all situations,business and social.Conversation is an art as well as a skill.

Speaking Wisely and Listening Well.

Those people who have been able to cultivate the skill of conversation have a leg up on others who are stuck behind a computer or buried under a stack of paper.To become an interesting conversationalist,first keep in mind these three principles :

1. Always try to put the other person at ease.
2. Engage in a genuine exchange of information.
3. Show that you care about what’s on the other person’s mind.

Keep in mind,though,that engaging in polite conversation involves a lot more than just talking about appropriate topics : it also requires sharp listening skill and the use of tact,as yoy find out in the following sections.

• Sparking a conversation.
• Listening politely.
• Using tact in any situation.
• Ending a conversation gracefully.

Handling Office Conversations.

• Developing cubicle courtesy.
• Chatting polity with coworkers.
  You’ll likely spend more chatting with colleagues than with your boss (although I give you some pointers for chatting with the boss in the next section).Here are some tips for talking to your coworkers :

Be careful in the language you use with coworkers.

Keep in mind that you want to be friendly but you don’t want to monopolize others’ time.

Keep secrets.

Keep personal discussions of your love life and your spouse to a minimum.

Make sure that the tone of your conversations is positive.

Don’t brag or boast to coworkers or other colleagues.

Always weigh your words carefully.

Be gracious and considerate to others you work with.

• Getting some face time with the boss.
• Respecting ethnic,cultural,and gender differences.
• Offering your opinion gently.

Branching Out and Getting Noticed with Effective Mingling.

Dealing with Common Conversational Faux Pas.

• Saying something awkward.
• Cutting in on a conversation.
• Talking too loudly.
• Drawing a blank on what to say.

Chapter 7.

Improving Your Telephone Manners.

In this chapter.

1. Speaking and listening politely on the phone.
2. Using telephone technology appropriately.
3. Conducting conference calls and videoconferences.

You’re one of the new breed :you go everywhere outfitted with the latest wireless technology.At your office,your phone system has more gizmos than a starship :voice mail,call waiting,call forwarding,caller ID,speakerphones,and a headset.you are always in touch,whether you’re at a business lunch,on your way to the dry cleaner,or in the backyard with your kids.

Speaking and Listening on the Phone.

• Practicing the basics.
• Calling on the phone.
• Answering the phone.

Making the Most of telephone Technology.

• Cell phone.
• Speakerphone.
• Voice mail and answering machines.
• Caller ID.
• Call waiting.

Conducting Conference Calls and Videoconference with Care.

• Conference calls.
• Videoconferencing.

Chapter 8.

Sharpening Your Written Communication Skill.

In this chapter.

1. Writing courteously and clearly.
2. Selecting corporate and executive stationery.
3. Knowing about business correspondence.
4. Writing invitations,thank-you notes,and announcements.
5. Addressing business envelopes.

With all the spell-check,grammar-check,and letter-writing programs on computers,you may think you no longer need to know how to write well.Think again.Writing is still an essential skill for the professional,as you may have discovered the day your boss returned one of your letters sprinkled with her red editing marks.

Communicating with Clarity and Courtesy.

• Writing well.
  Clear business writing requires a good graspof grammar and spelling,a good vocabulary,the desire to not be misunderstood,and ruthless self-editing.Business writing also requires a touch of grace.
  
  1. Brushing up on the basics.
  2. Adding grace.
     

• Avoiding writing errors.

Spelling errors.

Grammatical errors.

Punctuation errors.

Disorganization.

Passive voice.

Excess verbiage.

Surveying Corporate and Executive Stationery.

• Corporate letterhead.
  Letterhead should be 8 ½ x 11 inches,with high rag conten and with the following relevant information printed on it :

Business name.

Business address.

Business telephone number.

Business fax number.

Business email address or Web page,if appropriate.

• Plain sheets of paper.
• Monarch paper.
• Correspondence cards.
• Business cards.

Writing Common types of Business Correspondence.

• Business letters.
• Memoranda.

Handling Formal Correspondence.

• business and social invitations.
• Thank-you notes.
• Announcements.

Addressing Envelopes for Business.

Keep these additional points in mind when you’re addressing an envelope for for a business letter or a business social event :

Include your complete return address.

List the recipient’s formal title and address.

Neatness counts.

Chapter 9.

Keeping Up with Electronic Etiquette

In this chapter;

1. Guarding information.
2. Commmunicating around the clock.
3. Displaying great etiquette on the internet and via e-mail.
4. Understanding the rules for high-tech gadget.
5. Using laptops and office equipment courteously.

Keeping Your Information Secure.

Some companies ask new employees to sign a confidentiality agreement,which states something to the effect that the employee will not share any information he learns at the company to help another company succeed.These agreement aren’t just formalities : they’re important,leglly binding contracts that dictate how you should conduct yourself.If you sign one,keep a copy of it,and understand what if says.

Handling ‘Round-the-Clock Communicatons.

In such invorenment,everyone has to be a bit flexible in understanding the needs and priorities of colleagues.If you’re the boss,don’t expect your 3 a.m.e-mail to have been read before the 8 a.m,staff meeting.If you’re the employee,be aware of your boss’s idiosyncrasies,and learn to anticipate them (even if you’ll never love them).If you’re in either position,don’t call or text-message someone after hours unless an emergency arises or you have discussed the contact in advance (“please contact me when youget those numbers,bob,and I’ll call you from the prime minister’s dinner party”)

Practicing Civility on the Internet.