Patsy Rowe - Business Etiquette: Achieving a Competitive Edge in Business

I would like to dedicate this book to Richard Kendall who has been an enormous support to me in bringing out this new edition.

Published in Australia in 2004 by
New Holland Publishers (Australia) Pty Ltd
Sydney Auckland London Cape Town

14 Aquatic Drive Frenchs Forest NSW 2086 Australia
218 Lake Road Northcote Auckland New Zealand
86 Edgware Road London W2 2EA United Kingdom
80 McKenzie Street Cape Town 8001 South Africa

Copyright 2004 in text: Patsy Rowe
Copyright 2004 New Holland Publishers (Australia) Pty Ltd

First published by Oxenford Press in 2000

All rights reserved. No part of this publication may be reproduced,
stored in a retrieval system or transmitted, in any form or by any means,
electronic, mechanical, photocopying, recording or otherwise, without
the prior written permission of the publishers and copyright holders.

10 9 8 7 6 5 4 3 2 1

National Library of Australia Cataloguing-in-Publication Data:

Rowe, Patsy.
Business etiquette: achieving a competitive edge in
business.

Bibliography.
Includes index.
ISBN 1 74110 188 3.
e-ISBN 9781921655036

1. Business etiquette. 2. Success in business. I. Title.

650.1

Design: Karl Roper
Illustrations: Phillip Cornell, Daniel Lightfoot, and Rod Westblade
Printer: Griffin Press, Adelaide

Cover photograph: Leoni Dunlop

INTRODUCTION
In Search of the Competitive Edge

PART ONE
The All-important First Impression

CHAPTER 1
How to Dress for Business

CHAPTER 2
How to Make an Effective Introduction

CHAPTER 3
Handshaking and Other Courtesies

CHAPTER 4
Walking into a Room Full of Strangers

CHAPTER 5
What Does Your Stationery Say About You?

CHAPTER 6
How to Impress, Follow up, Thank and Apologise

CHAPTER 7
Communication and Efficiency in the Office

CHAPTER 8
Personal Etiquette in the Office

PART TWO
Eating Out and Entertaining for Business

CHAPTER 9
Sending and Receiving Invitations

CHAPTER 10
Dining with Clients or Colleagues

CHAPTER 11
At the Table

CHAPTER 12
Tips for Tackling Tricky Foods

CHAPTER 13
Wine and Drinks

CHAPTER 14
To Smoke or Not To Smoke: That is the Question, Isnt It?

CHAPTER 15
How to Become a Better Conversationalist

CHAPTER 16
No NosThings its Better Not to Talk About

CHAPTER 17
How to Successfully Entertain a Client

CHAPTER 18
Some Common Foreign Terms Found on Menus

PART THREE
Impressing International Clients at Home and Away

CHAPTER 19
Travel Tips

CHAPTER 20
Etiquette for English Speaking Countries

CHAPTER 21
Chinese Etiquette

CHAPTER 22
Japanese Etiquette

CHAPTER 23
Indonesian Etiquette

PART FOUR
Self Promotion for the Perfect Position

CHAPTER 24
How to Look Your Best for an Interview

CHAPTER 25
How to Be at Your Best when Applying for a Position

CHAPTER 26
How to Shine at the Interview

PART FIVE
Writing for Business

CHAPTER 27
How to Write Impressive Business Letters

CHAPTER 28
How to Prepare Written Reports

PART SIX
How to Speak for Business

CHAPTER 29
If you Have to Say a Few Words

CHAPTER 30
The Art of Speaking

CHAPTER 31
How to Make a Presentation

CHAPTER 32
Different Kinds of Toasts and How to Propose Them

There is always a best way of doing everything, if it be only to boil an egg.
Manners are the happy way of doing things.
Ralph Waldo Emerson

The fact is, every day of our business lives were being judged in three ways: how we look, how we speak and, above all, how we behave. Were judged from the moment we meet a client to the moment we clinch the deal; from the moment we apply for an interview or promotion to the moment the job is ours. We too are unconsciously or subconsciously judging those around us. If our manners are good and were polished and self-assured, people are impressed and judge us favourably, but if theyre poor, they judge us unfavourably and often its their first judgement that sticks. So, what can we do to ensure we make a good impression?

Knowledge is an essential part of being well mannered: knowledge of what to do, when to do it and, most importantly, how to do it. Manners are the oil that lubricates our daily lives so that we glide through life smoothly. The basis of good manners is consideration for othersrespect for their needs, feelings, and culture. Many modern men and women feel the need to polish their personal skills in keeping with their professional skills, even those who may already be qualified and respected professionals, executives, or business people. Today, more business than ever is conducted at the table. When we take a client to lunch, we want to impress that client so they perceive us to be both confident and competent. We must be able to effectively introduce our client to others attending the lunch, and we must also observe some basic points of etiquette when we sit down to eat. Above all, we want to host a meal that is successful in every way and achieves our objectives, whatever they are.

In the business world, the combination of good manners, charm and style is hard to beat. We all know that knowledge is power, but power is not easy to come by in todays competitive business world where so many desire it. We all want to be successful, but with such stiff competition we need knowledge of etiquette to enable us to develop self-assurance and better personal skills. We need exceptional manners to make others feel at ease so that they view us in the best possible light, recommend us favourably to others, like usand, most importantly, do business with us! Only then is our goal achieved.

Clothes and manners do not make the man;
but when he is made, they greatly improve his appearance.
Henry Ward Beecher

As I mentioned in the introduction, when we meet others were initially judged by how we look. If our appearance isnt commensurate with the image of the company or product we represent, then we will give an impression which fails to meet the expectations of our colleagues and clients. Obviously, professional and business opportunities can be lost to those who fail to set high standards when it comes to their appearance. How we dress therefore becomes very important if we wish to convey the right imagea successful imageto those around us.

To be successful, you must dress in keeping with the standards expected by your company, and in keeping with the expectations of those with whom you do business. Its also important to remember that if you look your best youll feel more confident, and this will be reflected in your manner. A more confident, self-assured you will be a more successful you.

What can you do to create a positive first impression?

• Dress appropriately for the occasion.
• Stand tall and dont fidget.
• Pay attention to your groominghair, nails and teeth.
• Be aware of either bad breath, tobacco or body odour.
• Smile.
• Have a firm and confident handshake.