Business Etiquette for the Graduating Class of 2012 and 2013
A Guide for Generation Y, Millennials, to Working in the Corporate World
What You Need to Know to Succeed and Outclass the Competition
You are the smartest, best educated, most creative, and technologically savvy generation to ever enter the workforce, and you know it! But what you don’t know about what is expected of you when you go for an interview could prevent you from getting the job of your dreams. And what you don’t know about what is expected of you when you do get a job and join the corporate world, could prevent you from being successful and achieving your goals.
According to three separate research projects by Harvard University, the Carnegie Foundation, and the Stanford Research Institute, success in getting, keeping, and advancing in a job depends 85% on “people skills,” or soft skills, and only 15% on technical skills. You have an enormous amount of competition—there are 75 million Millennials–and there will be many individuals who possess your level of technical skills. What will distinguish you from the competition? Your soft skills, or likeability factor. People like to work with people who are likeable, pleasant to be around and fit in with the company’s corporate culture. Communications and relationships are the foundation of business, and relating to others is what etiquette is all about.
In the past few years, increasing attention has been given to “business niceties,” those little things denoting class and style. In fact, etiquette has become as integral to professional image as technical knowledge. Not only does it make for a nicer work environment, but it also pays off in promotions and raises. “Civility is a power tool that gives a cutting edge to companies who look increasingly to those men and women who possess soft skills,” according to The Washington School of Protocol. In other words, knowing etiquette in today’s business arena means getting more business for the company and increasing your chances of getting ahead.
First impressions are powerful! Positive or negative impressions are made by the first contact between two people. That contact may be written, or in person.
Written contact. The use of titles, names, complete addresses, and also the quality of your stationery are all very important in creating a positive first impression.
In-Person contact. The way you conduct yourself and the way you dress are critical to success in the business world.
According to research, appearance counts for 55% of the impression we make; voice 38%; and the substance of the conversation, just 7%. People are affected by your appearance, whether or not they realize it, and whether they think appearance is important. When you look good and appear comfortable with yourself, your appearance can then recede from attention, and others can focus on your personality.
FIRST IMPRESSION SKILLS
The entrance you make, your eye contact, the way you shake hands, your posture, the way you introduce yourself and others, your people skills, and your business attire and accessories are all part of the first impression you make on others. The way you conduct yourself when you go for an interview tells employers how you will behave when you are meeting with clients.
The entrance you make. Slow down and never rush into a room. You must never look like you’re in a hurry.
Your eye contact. After you make an entrance and start to shake hands, make eye contact and maintain it throughout the handshake. Eye contact is the most remembered element in forming an impression of someone. Direct eye contact is vital if you want to present yourself with confidence and authority.
The way you shake hands. The handshake is the only physical contact that we are allowed in the business arena in most encounters. In the business arena, the handshake conveys crucial messages about status and power. Make sure you have a firm grip if you are shaking hands in the U.S., and shake with two smooth pumps from the elbow, not the wrist or shoulder.
Your posture. Good posture not only conveys confidence and authority, but also respect to yourself and to those present. Slumping posture and sagging shoulders project boredom, exhaustion, inadequacy and subservience–all negatives in business.
The way you introduce yourself and others. Special emphasis is placed on style and form. Knowing the protocol for business introductions will make you appear more polished and professional.
Your people skills. The rules for work are changing. You will be judged by a new yardstick, not just how smart you are, or by your training and expertise, but how well you handle yourself and others.
Appropriate business attire. Your appearance is important, not only in first impressions, but also ongoing interactions. Appropriate business attire for men and women consists of quality fabrics and conservative styling in subdued colors. Dress in a style that is best described as understated, regardless of your gender. And use quality writing implements and a quality briefcase as part of your accessory wardrobe.
Professional communications: A text does not replace an e-mail, nor does it replace a telephone call. In fact, a text should not be used for initial formal communications. Learn how to write correct, grammatical, and correctly spelled e-mails, as well as thank-you notes. Communicating with clients will require this knowledge. And always, of course, turn off your cellular devices when you are in an interview or meeting!
Networking savvy. Being skillful at networking will not only help you get a job, but it will also help you stand out in your new job. Companies need people who can network effectively and be able to adapt to a variety of social situations with ease.
Good dining skills. Good dining skills are vital in today’s competitive environment and your table manners during an interview over a business meal can make or break your chances of getting a job. Employers are looking for applicants who may be trusted to entertain their clients in a way that will reflect favorably upon their company.
SOFT SKILLS
Personal joins practical on the list of job qualifications. Some employers value the right attitude, good communicators and team players as much as they value technical skills. Soft skills are so important in the workplace, a survey by two University of Massachusetts economists found, that 86 percent of employers considered them to be among their most important hiring criteria.
What are soft skills? They refer to a cluster of personal qualities, habits, attitudes, and social graces that make someone a good employee and compatible to work with. Companies value soft skills because research suggests and experience shows that they can be just as important an indicator of job performance as hard skills.
Today’s service economy and the ascendance of work teams in large organizations puts a premium on people skills and relationship building. Portland-based human resources expert Lori Kocan says, “And with business being done at an increasingly fast pace, employers want people who are agile, adaptable and creative at solving problems.
SOFT SKILLS EMPLOYERS ARE LOOKING FOR AND WILL BE ASSESSING YOU ON
According to Kate Lorenze at Career Builder.com, following are the soft skills that employers are seeking and will be assessing you on:
1. Strong work ethic. Are you motivated and dedicated to getting the job done, no matter what? Will you be conscientious and do your best work?
2. Positive attitude. Are you optimistic and upbeat? Will you generate good energy and good will?
3. Good communication skills. Are you both verbally articulate and a good listener? Can you make your case and express your needs in a way that builds bridges with colleagues, customers, and vendors?
4. Time management abilities. Do you know how to prioritize tasks and work on a number of different projects at once? Will you use your time on the job wisely?
5. Problem-solving skills. Are you resourceful and able to creatively solve problems that will inevitably rise? Will you take ownership of problems or leave them for someone else?
6. Acting as a team player. Will you work well in groups and teams? Will you be cooperative and take a leadership role when appropriate?
7. Self-confidence. Do you truly believe you can do the job? Will you project a sense of calm and inspire confidence in others? Will you have the courage to ask questions that need to be asked and to freely contribute your ideas.
8. Ability to accept and learn from criticism. Will you be able to handle criticism? Are you coachable and open to learning and growing as a professional?
9. Flexibility/adaptability. Are you able to adapt to new situations and challenges? Will you embrace change and be open to new ideas?
10. Working well under pressure. Can you handle the stress that accompanies deadlines and crises? Will you be able to do your best work and come through in a pinch?
TOP TEN BUSINESS MISTAKES
Knowing what business executives find the most offensive in the workplace, will help you to avoid them and put you off to a good start in your new job. The Mitchell Organization in Philadelphia conducted a survey of business executives to determine their top ten complaints regarding proper office. They are as follows:
1. Negative attitudes. This top complaint includes rudeness, impoliteness, taking it out on someone, surliness, bad temperament, unpleasantness, etc.
2. Sloppy message taking. Bosses complain that they don’t get clear, correct or complete messages.
3. Making people wait. Two scenarios: being put on hold indefinitely on the telephone, without being asked if you would like to be put on hold or told how long it will take. The second: when you are kept waiting in the “dark” for an appointment without being informed as to how long you will have to wait.
4. Criticizing people in front of others. If the intent is to improve a situation or encourage someone to grow, public criticisms are the worst approach to use, serving no purpose except to breed ill will and cutthroat competitiveness.
5. Disregard of social courtesies for business functions. Business executives objected to the cavalier treatment of business invitations, pointing out that people do not RSVP promptly, if at all, and also assume that they can bring uninvited guests.
6. Errors with names. This included not getting a person’s name or title correct, as well as the inappropriate use of first names, assuming familiarity when it is not justified or desired.
7.Vulgar language. Almost every executive complained about the deterioration of verbal skills, evidenced especially in the use of four-letter words, and the common acceptance of cursing in the workplace. They also cited poor grammar and slang as problems.
8. Inappropriate clothing. Every company and industry has a dress code, even though it is rarely in written form. Individual freedom of expression has to be tempered by good judgment.
Complaints about men were a general “not caring enough about their appearance, from unpolished shoes to ill-fitting suits, rumpled shirts, to lint. The complaints about women fell more into the range of “overdoing it,” from putting on too much perfume or make-up to over-dressing, wearing overly revealing clothing, wearing running shoes in the office and high heels with toe cleavage.
9. Forgetting introductions. Support staff complained that bosses often forget to introduce them to colleagues, making them feel insignificant. Other employees complained about this as well, noting the lack of an introduction, whether a peer or superior forgot it, made them feel uncomfortable. An introduction is another seemingly small thing that makes a big difference in everyone’s ease and attitude.
10.Giving someone the run-around. Getting the “run-around”–not being able to get an answer from anyone– is very frustrating, and should be avoided. It is better to tell someone up front if you do not have an answer.
MULTICULTURAL, MULTIGENERATIONAL WORKPLACE AWARENESS
In a shrinking world with ever- increasing competition, it is more important than ever to be open to learning about other cultures to survive both here and abroad. “Culture is the relatively stable set of inner values and beliefs generally held by groups of people in countries or regions and the noticeable impact those values and beliefs have on people’s outward behaviors and environment,” writes Brooks Peterson in “Cultural Intelligence.” Each culture comes with its own set of inner values and beliefs, and if you understand the underlying causes of why people behave the way they do, you will be able to anticipate the way they may act or react in a variety of situations and adjust your behavior accordingly to achieve your objectives. In personal relationships and businesses, effectiveness is largely achieved through cooperative efforts of two or more people. Recognizing, understanding and appreciating cultural differences will help you to be more effective when interacting and working with people from other cultures in the workplace.
Just as important to your success, is having an understanding of the multigenerational workforce. For the first time in modern history, workplace demographics now span four generations, meaning that you could find yourself working side-by-side with colleagues who are older than you by 50 years or more. Each generation has different values, work ethics, internal drivers, levels of dedication to work, or a boss, and expectations of what a company, or colleagues can give them. Generational differences can make it hard to get things done at work. Understanding each generation, and understanding how your own generation may be perceived by your colleagues in other generational groups can help your interaction, communication, and effectiveness on the job.
THE MULTIGENERATIONAL WORKFORCE
According to Rich Paul, a vice president at ValueOptions, “A generation is defined by the common attitudes, experiences and preferences that develop in the context of social and economic events of a defined period of time. Generational commonalities transcend cultural and gender differences. The social and economic influences that create popular culture are experienced by all within a particular generation, even though culture and gender play a role in how the experience is interpreted individually.” Working in a multigenerational workforce can be frustrating and confusing to a generation such as yours that is used to flexibility, but when you come to realize that each generation brings wonderful strengths to the workplace, and you value and acknowledge the validity of each generation’s values, you can work with those who are different from you for your mutual success and the success of the organization. So, in short, make it your goal to be kind, considerate, and respectful of all with whom you come into contact in the workplace.
Following are the four generations in the workplace today:
1. Traditionalists
Born 1945 and before
Workforce participation: 5%, or 7 million
Predominant characteristics: Experienced; knowledgable; detail-oriented; logical; focused; loyal, and stable. Look for courtesy; have strong work ethic; and expect mutual accountability.
2. Baby Boomers
Born 1946-1964
Workforce participation: 38%, or 60 million
Predominant characteristics: Dedicated; experienced; team perspective; service-oriented; prefer face-to-face interaction; consensus decision making and conflict avoidance. Tend toward self-absorption.
3. Generation X
Born 1965-1980
Workforce participation: 32%, or 51 million
Predominant characteristics: Independent; creative; outspoken; adaptable; fearless; competent; able to take risks; lead by example; accept diversity; reject rules.
4. Generation
Born 1980-2000
Workforce participation: 25%, or 40 million
Predominant characteristics: Highly expressive; over-confident; relatively self-absorbed; risk takers; socially responsible, with global perspective; celebrate diversity. Crave and seek out change, innovation, and immediate response, teamwork, and frequent reward and recogition; irrelevance of institutions. Able to multi-task, with 24/7 mentality.
SUMMARY
I know I’ve given you a lot to think about, but that’s exactly what I would like for you to do: think! Think about how you can put your wonderful talents and education to work by developing your people, or “soft skills.”
I also recommend that you read “How to Land a Job in a Recession,” which is in the “Etiquette Articles” archives. Best of luck with your exciting new adventure!
First impressions are powerful! Positive or negative impressions are made by the first contact between two people. That contact may be written, or in person.
Written contact. The use of titles, names, complete addresses, and also the quality of your stationery are all very important in creating a positive first impression.
In-Person contact. The way you conduct yourself and the way you dress are critical to success in the business world.
According to research, appearance counts for 55% of the impression we make; voice 38%; and the substance of the conversation, just 7%. People are affected by your appearance, whether or not they realize it, and whether they think appearance is important. When you look good and appear comfortable with yourself, your appearance can then recede from attention, and others can focus on your personality.
FIRST IMPRESSION SKILLS
The entrance you make, your eye contact, the way you shake hands, your posture, the way you introduce yourself and others, your people skills, and your business attire and accessories are all part of the first impression you make on others. The way you conduct yourself when you go for an interview tells employers how you will behave when you are meeting with clients.
The entrance you make. Slow down and never rush into a room. You must never look like you’re in a hurry.
Your eye contact. After you make an entrance and start to shake hands, make eye contact and maintain it throughout the handshake. Eye contact is the most remembered element in forming an impression of someone. Direct eye contact is vital if you want to present yourself with confidence and authority.
The way you shake hands. The handshake is the only physical contact that we are allowed in the business arena in most encounters. In the business arena, the handshake conveys crucial messages about status and power. Make sure you have a firm grip if you are shaking hands in the U.S., and shake with two smooth pumps from the elbow, not the wrist or shoulder.
Your posture. Good posture not only conveys confidence and authority, but also respect to yourself and to those present. Slumping posture and sagging shoulders project boredom, exhaustion, inadequacy and subservience–all negatives in business.
The way you introduce yourself and others. Special emphasis is placed on style and form. Knowing the protocol for business introductions will make you appear more polished and professional.
Your people skills. The rules for work are changing. You will be judged by a new yardstick, not just how smart you are, or by your training and expertise, but how well you handle yourself and others.
Appropriate business attire. Your appearance is important, not only in first impressions, but also ongoing interactions. Appropriate business attire for men and women consists of quality fabrics and conservative styling in subdued colors. Dress in a style that is best described as understated, regardless of your gender. And use quality writing implements and a quality briefcase as part of your accessory wardrobe.
Professional communications: A text does not replace an e-mail, nor does it replace a telephone call. In fact, a text should not be used for initial formal communications. Learn how to write correct, grammatical, and correctly spelled e-mails, as well as thank-you notes. Communicating with clients will require this knowledge. And always, of course, turn off your cellular devices when you are in an interview or meeting!
Networking savvy. Being skillful at networking will not only help you get a job, but it will also help you stand out in your new job. Companies need people who can network effectively and be able to adapt to a variety of social situations with ease.
Good dining skills. Good dining skills are vital in today’s competitive environment and your table manners during an interview over a business meal can make or break your chances of getting a job. Employers are looking for applicants who may be trusted to entertain their clients in a way that will reflect favorably upon their company.
SOFT SKILLS
Personal joins practical on the list of job qualifications. Some employers value the right attitude, good communicators and team players as much as they value technical skills. Soft skills are so important in the workplace, a survey by two University of Massachusetts economists found, that 86 percent of employers considered them to be among their most important hiring criteria.
What are soft skills? They refer to a cluster of personal qualities, habits, attitudes, and social graces that make someone a good employee and compatible to work with. Companies value soft skills because research suggests and experience shows that they can be just as important an indicator of job performance as hard skills.
Today’s service economy and the ascendance of work teams in large organizations puts a premium on people skills and relationship building. Portland-based human resources expert Lori Kocan says, “And with business being done at an increasingly fast pace, employers want people who are agile, adaptable and creative at solving problems.
SOFT SKILLS EMPLOYERS ARE LOOKING FOR AND WILL BE ASSESSING YOU ON
According to Kate Lorenze at Career Builder.com, following are the soft skills that employers are seeking and will be assessing you on:
1. Strong work ethic. Are you motivated and dedicated to getting the job done, no matter what? Will you be conscientious and do your best work?
2. Positive attitude. Are you optimistic and upbeat? Will you generate good energy and good will?
3. Good communication skills. Are you both verbally articulate and a good listener? Can you make your case and express your needs in a way that builds bridges with colleagues, customers, and vendors?
4. Time management abilities. Do you know how to prioritize tasks and work on a number of different projects at once? Will you use your time on the job wisely?
5. Problem-solving skills. Are you resourceful and able to creatively solve problems that will inevitably rise? Will you take ownership of problems or leave them for someone else?
6. Acting as a team player. Will you work well in groups and teams? Will you be cooperative and take a leadership role when appropriate?
7. Self-confidence. Do you truly believe you can do the job? Will you project a sense of calm and inspire confidence in others? Will you have the courage to ask questions that need to be asked and to freely contribute your ideas.
8. Ability to accept and learn from criticism. Will you be able to handle criticism? Are you coachable and open to learning and growing as a professional?
9. Flexibility/adaptability. Are you able to adapt to new situations and challenges? Will you embrace change and be open to new ideas?
10. Working well under pressure. Can you handle the stress that accompanies deadlines and crises? Will you be able to do your best work and come through in a pinch?
TOP TEN BUSINESS MISTAKES
Knowing what business executives find the most offensive in the workplace, will help you to avoid them and put you off to a good start in your new job. The Mitchell Organization in Philadelphia conducted a survey of business executives to determine their top ten complaints regarding proper office. They are as follows:
1. Negative attitudes. This top complaint includes rudeness, impoliteness, taking it out on someone, surliness, bad temperament, unpleasantness, etc.
2. Sloppy message taking. Bosses complain that they don’t get clear, correct or complete messages.
3. Making people wait. Two scenarios: being put on hold indefinitely on the telephone, without being asked if you would like to be put on hold or told how long it will take. The second: when you are kept waiting in the “dark” for an appointment without being informed as to how long you will have to wait.
4. Criticizing people in front of others. If the intent is to improve a situation or encourage someone to grow, public criticisms are the worst approach to use, serving no purpose except to breed ill will and cutthroat competitiveness.
5. Disregard of social courtesies for business functions. Business executives objected to the cavalier treatment of business invitations, pointing out that people do not RSVP promptly, if at all, and also assume that they can bring uninvited guests.
6. Errors with names. This included not getting a person’s name or title correct, as well as the inappropriate use of first names, assuming familiarity when it is not justified or desired.
7.Vulgar language. Almost every executive complained about the deterioration of verbal skills, evidenced especially in the use of four-letter words, and the common acceptance of cursing in the workplace. They also cited poor grammar and slang as problems.
8. Inappropriate clothing. Every company and industry has a dress code, even though it is rarely in written form. Individual freedom of expression has to be tempered by good judgment.
Complaints about men were a general “not caring enough about their appearance, from unpolished shoes to ill-fitting suits, rumpled shirts, to lint. The complaints about women fell more into the range of “overdoing it,” from putting on too much perfume or make-up to over-dressing, wearing overly revealing clothing, wearing running shoes in the office and high heels with toe cleavage.
9. Forgetting introductions. Support staff complained that bosses often forget to introduce them to colleagues, making them feel insignificant. Other employees complained about this as well, noting the lack of an introduction, whether a peer or superior forgot it, made them feel uncomfortable. An introduction is another seemingly small thing that makes a big difference in everyone’s ease and attitude.
10.Giving someone the run-around. Getting the “run-around”–not being able to get an answer from anyone– is very frustrating, and should be avoided. It is better to tell someone up front if you do not have an answer.
MULTICULTURAL, MULTIGENERATIONAL WORKPLACE AWARENESS
In a shrinking world with ever- increasing competition, it is more important than ever to be open to learning about other cultures to survive both here and abroad. “Culture is the relatively stable set of inner values and beliefs generally held by groups of people in countries or regions and the noticeable impact those values and beliefs have on people’s outward behaviors and environment,” writes Brooks Peterson in “Cultural Intelligence.” Each culture comes with its own set of inner values and beliefs, and if you understand the underlying causes of why people behave the way they do, you will be able to anticipate the way they may act or react in a variety of situations and adjust your behavior accordingly to achieve your objectives. In personal relationships and businesses, effectiveness is largely achieved through cooperative efforts of two or more people. Recognizing, understanding and appreciating cultural differences will help you to be more effective when interacting and working with people from other cultures in the workplace.
Just as important to your success, is having an understanding of the multigenerational workforce. For the first time in modern history, workplace demographics now span four generations, meaning that you could find yourself working side-by-side with colleagues who are older than you by 50 years or more. Each generation has different values, work ethics, internal drivers, levels of dedication to work, or a boss, and expectations of what a company, or colleagues can give them. Generational differences can make it hard to get things done at work. Understanding each generation, and understanding how your own generation may be perceived by your colleagues in other generational groups can help your interaction, communication, and effectiveness on the job.
THE MULTIGENERATIONAL WORKFORCE
According to Rich Paul, a vice president at ValueOptions, “A generation is defined by the common attitudes, experiences and preferences that develop in the context of social and economic events of a defined period of time. Generational commonalities transcend cultural and gender differences. The social and economic influences that create popular culture are experienced by all within a particular generation, even though culture and gender play a role in how the experience is interpreted individually.” Working in a multigenerational workforce can be frustrating and confusing to a generation such as yours that is used to flexibility, but when you come to realize that each generation brings wonderful strengths to the workplace, and you value and acknowledge the validity of each generation’s values, you can work with those who are different from you for your mutual success and the success of the organization. So, in short, make it your goal to be kind, considerate, and respectful of all with whom you come into contact in the workplace.
Following are the four generations in the workplace today:
1. Traditionalists
Born 1945 and before
Workforce participation: 5%, or 7 million
Predominant characteristics: Experienced; knowledgable; detail-oriented; logical; focused; loyal, and stable. Look for courtesy; have strong work ethic; and expect mutual accountability.
2. Baby Boomers
Born 1946-1964
Workforce participation: 38%, or 60 million
Predominant characteristics: Dedicated; experienced; team perspective; service-oriented; prefer face-to-face interaction; consensus decision making and conflict avoidance. Tend toward self-absorption.
3. Generation X
Born 1965-1980
Workforce participation: 32%, or 51 million
Predominant characteristics: Independent; creative; outspoken; adaptable; fearless; competent; able to take risks; lead by example; accept diversity; reject rules.
4. Generation
Born 1980-2000
Workforce participation: 25%, or 40 million
Predominant characteristics: Highly expressive; over-confident; relatively self-absorbed; risk takers; socially responsible, with global perspective; celebrate diversity. Crave and seek out change, innovation, and immediate response, teamwork, and frequent reward and recogition; irrelevance of institutions. Able to multi-task, with 24/7 mentality.
SUMMARY
I know I’ve given you a lot to think about, but that’s exactly what I would like for you to do: think! Think about how you can put your wonderful talents and education to work by developing your people, or “soft skills.”
I also recommend that you read “How to Land a Job in a Recession,” which is in the “Etiquette Articles” archives. Best of luck with your exciting new adventure!