Taking Care Of Business Etiquette
By Lauren McKay
Vox, April 27, 2006 | 12:00 a.m. CST
Your time has come. You smooth any wrinkles on your suit and shake off the temptation to slouch.
Once more, doubt ekes its way into your consciousness. What should you say? How should you act?
The employer opens the door with a wary grin and an open palm. It’s business as usual.
In China, it is in poor taste to discuss business during meals — the food should be praised instead. Business professionals in Great Britain avoid wearing striped ties at any cost as they are believed to be too regimental. Brazilians consider the rain forest a taboo topic in the office because it is controversial to many. In the U.S., lots of people think when it comes to social behavior, anything goes. For numerous Americans, denim has replaced polyester, faster is better, and fancy dining includes eating takeout in a container in front of the tube. However, in the world of business, a different set of rules applies. Knowledge of proper social actions and dealings isn’t just a respectable quality; it is the core for all professional transactions. When it comes down to the basics, differentiating between forks and having a firm handshake can make or break a career.
As a college junior, I find myself in a peculiar predicament. I have always considered myself to be a polite person. Practically from the womb, my mother instilled in me the words please and thank you. Following every Christmas celebration, I had to sit at my desk and write out thank you notes to friends and relatives rather than play with my newly acquired Barbie dolls. Upon entering college, words such as cover letter and references have become all too common. As my college experience comes to an end, I’m in need of help when it comes to business etiquette. With assistance from Craig Benson, coordinator of the MU Career Center, I embarked on a business-etiquette makeover.
Résumés and Cover Letters
I paid Benson a visit at the MU Career Center to work on my résumé. After handing him “my life on paper,” Benson commented on the layout of the single page. Each section of the résumé was divided by black lines, which Benson said detracted from the actual information. Also, the font was too small; he said I should increase the type size from 10 point to 11 point to improve readability. Benson’s main piece of advice about the résumé was in the wording of my attributes. “What you did at your job is the most important,” he says. “Use action words to describe your competency skills and pull employers into your résumé.”
Although honors and distinguishable awards are appropriate things to list on a résumé, hobbies and personal interests are not. Benson also says that applicants should never include photographs of themselves.
Benson says listing references on a résumé is a common mistake; he thinks they should be listed on a separate page so they don’t divert attention away from the résumé’s content. On the other hand, some employers like to see references immediately in the outside chance they might know one of them. When listing references, make sure they are professionals.
Benson says applicants should ensure their cover letter and résumé reflect their true personalities. “A résumé can come across as cocky or even desperate if worded a certain way,” he says. “You can even come across as someone who will take any job.” Benson’s main piece of advice: Be yourself. “You don’t want to work for a company that doesn’t appreciate the gifts and strengths you have to offer,” he says.
Interviewing
Interviewing for a job can be as daunting as meeting a boyfriend’s or girlfriend’s parents for the first time. Grooming, attire, attitude and even a handshake are put to the test. Holly Schneider, manager at Caroline & Company, a local staffing service, says the more conservative a candidate appears, the better. “Shaggy hair is inappropriate as well as excessive jewelry and makeup,” she says. “Being too trendy or bold isn’t necessarily a good thing.”
Schneider stresses the importance of a post-interview follow-up. “I tell everyone to send a thank you letter after an interview, a handwritten note not an e-mail, thanking them for their time,” Schneider says. To remain professional, the card should be plain and straightforward — “nothing too flowery or covered with puppy dogs,” she says.
Although nerves are expected in an interview, maintaining composure is key, even if things go awry. Lindsay Toler, an MU freshman, once had an interview that resembled a nightmare. “I was being interviewed for a position by three people, and in the middle of the interview, a crazy woman starts banging on the door and yelling behind me,” Toler says. This eventually resulted in one of the employers dialing the authorities while the interview was still in session. “I couldn’t even hear my own answers,” she says. Because of the banging distraction and a loud cell phone speaker, the interview did not go smoothly. Toler did not get the position, but she learned the importance of putting all distractions aside to keep cool.
Company Functions/ Business Dining
For tips on dining with professionals, I attended a fundraising dinner at a nice restaurant in Kansas City. After being seated, I resisted the temptation to order my standard cosmopolitan, opting for a glass of wine instead, which was the popular choice. The dinner began smoothly as I slowly sipped my wine and listened to the conversation, occasionally nodding my head in understanding. However, as I unrolled my napkin and placed it on my lap, I came across my first mistake. I noticed that no one else had touched his or her napkin yet. Everyone was waiting for the host of the dinner to reach for his napkin and then follow his lead.
When I received my food, I made my second mistake of the night. Because it was a Pan-Asian restaurant, I ordered Pad Thai. I selected a medium-priced entree like the career center suggested; however, I didn’t anticipate the problem I would have with the noodles. I struggled all through the meal with twirling noodles on my fork and not looking like a slob while doing it. For the most part, the dinner went well and was not as stuffy as I had expected. In the end, the host footed the bill.
The conflict of who pays depends on who invited whom, Schneider says. “Typically the person trying to sell picks up the tab, and they let the waiter know ahead of time to avoid confusion at the end of the meal,” she says.
According to the MU School of Business, when inviting a client to lunch, the chosen restaurant is subconsciously perceived as an extension of the office. Therefore, the quality of food and service imparts an impression of the company, too. It is understood that not everyone can spring for CC’s City Broiler, but medium-priced restaurants such as Addison’s or D. Rowe’s will go over a lot better than Mickey D’s.
Networking
I don’t have a job, let alone a business card, so the term networking really meant nothing to me before my makeover. Even at a young age, getting your name out there is a great idea. Benson says the best way to introduce yourself to another professional is with a firm handshake and solid eye contact. 24-year-old Matt Finucane graduated from MU last spring and now works for Kessinger/Hunter & Company real estate firm in Kansas City. “I thought it was pretty cool when I got my name on a business card, so I passed them out all the time,” Finucane says. “Although I didn’t think anything would come of it, I have gotten phone calls from people I randomly gave my card. It does really pay off.”
Schneider says she believes it is inappropriate to network and pass out business cards at formal occasions such as weddings or religious affairs. It is OK to talk business at other social occasions or encounters.
As long as the “Big Three” topics are evaded (religion, money and politics), networking with other professionals is always beneficial.
Body Language
I have been told since I was little to keep my shoulders back and stand tall. When I find myself sitting as tall as I can, it is undeniable, I feel more important. The way one holds oneself when communicating with others can say wonders about his or her personality.
According to executiveplanet.com, the standard space between professionals during conversation is about two feet; most American executives feel uncomfortable standing any closer. Body language can convey a lot about your personality. Talking can be rehearsed and recited, but sometimes physical reactions cannot be hidden. For example, motioning with the palms facing toward the ceiling suggests that the person is open and forthcoming. JobBankUSA says to be aware of the following actions because they can be annoying to interviewers: jangling coins, tapping a pen, adjusting a tie, scratching, picking at imaginary fluff on one’s clothes and running one’s hands through one’s hair. Nonverbal communication is said to have five times the impact on others when compared to spoken communication. After all, actions speak louder than words.
Electronic Etiquette
Etiquette over the phone is just as important as in person.
“No matter what, you should always smile, even on the phone,” Schneider says. “People can hear it in your voice. Remove any stress from your voice, and make sure you are in a quiet atmosphere.” Barking dogs, screaming children and blaring televisions can be distracting when talking business via the telephone.
Benson says the first thing a young professional should do when entering the working world is change his or her phone voice mail. Upon hearing this, I immediately thought about the voice mail I recorded a few weeks ago in the car with the windows down and stereo up. Not only was it hard to understand, but it also sounded like I was at a rave. I changed my message immediately. It now states my full name, with no distractions in the background, and politely asks the caller to leave a short message.
A three-minute voice mail blurb of a favorite song or a vocal imitation of the Lifestyles of the Rich and Famous might be funny and show individuality among friends, but it will come across as unprofessional or potentially confusing to an employer.
Conclusion
After my etiquette revelations, I feel much more prepared for interviews with future bosses, schmoozing with clients and interacting with my colleagues. I would not say I am ready to take over the Miss Manners column, but I don’t feel as daunted by conventions expected by the business world; everything lies in the details. With a crisp shirt and a firm handshake, the possibilities are limitless.
http://voxmagazine.com/stories/2006/04/27/taking-care-of-business-etiquette/
