Business Etiquette Instructor Guide
TABLE OF CONTENTS Preface ..............................................................................................................................................5 What is Courseware? ................................................................................................................................ 5 How Do I Customize My Course? .............................................................................................................. 5 Materials Required ................................................................................................................................... 7 Maximizing Your Training Power .............................................................................................................. 7 Module One: Getting Started .............................................................................................................9 Housekeeping Items.................................................................................................................................. 9 The Parking Lot ....................................................................................................................................... 10 Workshop Objectives .............................................................................................................................. 10 Pre-Assignment Review .......................................................................................................................... 11 Action Plans and Evaluations.................................................................................................................. 12 Module Two: Understanding Etiquette ............................................................................................. 13 Etiquette Defined .................................................................................................................................... 13 The Importance of Business Etiquette .................................................................................................... 14 Module Two: Review Questions.............................................................................................................. 16 Module Three: Networking for Success ............................................................................................. 17 Creating an Effective Introduction .......................................................................................................... 17 Making a Great First Impression ............................................................................................................ 19 Minimizing Nervousness ......................................................................................................................... 20 Using Business Cards Effectively ............................................................................................................. 21 Remembering Names ............................................................................................................................. 23 Module Three: Review Questions ........................................................................................................... 26 Module Four: The Meet and Greet ................................................................................................... 29
The Three-Step Process ........................................................................................................................... 29 The Four Levels of Conversation ............................................................................................................. 31 Case Study............................................................................................................................................... 33 Module Four: Review Questions ............................................................................................................. 35 Module Five: The Dining in Style....................................................................................................... 36 Understanding Your Place Setting .......................................................................................................... 36 Using Your Napkin .................................................................................................................................. 38 Eating Your Meal .................................................................................................................................... 39 Sticky Situations and Possible Solutions ................................................................................................. 40 Module Five: Review Questions .............................................................................................................. 42 Module Six: Eating Out..................................................................................................................... 44 Ordering in a Restaurant ........................................................................................................................ 44 About Alcoholic Beverages ..................................................................................................................... 45 Paying the Bill ......................................................................................................................................... 46 Tipping .................................................................................................................................................... 47 Module Six: Review Questions ................................................................................................................ 49 Module Seven: Business Email Etiquette........................................................................................... 51 Addressing Your Message ....................................................................................................................... 51 Grammar and Acronyms......................................................................................................................... 53 Top 5 Technology Tips ............................................................................................................................ 54 Module Seven: Review Questions ........................................................................................................... 56 Module Eight: Phone Etiquette ......................................................................................................... 57 Developing an Appropriate Greeting ...................................................................................................... 57 Dealing with Voicemail ........................................................................................................................... 58 Cell Phone Do’s and Don’ts ..................................................................................................................... 60 Module Eight: Review Questions ............................................................................................................ 62
Module Nine: The Written Letter...................................................................................................... 63 Thank You Notes ..................................................................................................................................... 63 Formal Letters ......................................................................................................................................... 64 Informal Letters ...................................................................................................................................... 66 Module Nine: Review Questions ............................................................................................................. 68 Module Ten: Dressing for Success ..................................................................................................... 69 The Meaning of Colors ............................................................................................................................ 69 Interpreting Common Dress Codes ......................................................................................................... 70 Deciding What to Wear .......................................................................................................................... 72 Module Ten: Review Questions .............................................................................................................. 74 Module Eleven: International Etiquette ............................................................................................ 75 General Rules .......................................................................................................................................... 75 Important Points ..................................................................................................................................... 77 Preparation Tips...................................................................................................................................... 78 Module Eleven: Review Questions .......................................................................................................... 80 Module Twelve: Wrapping Up .......................................................................................................... 82 Words from the Wise .............................................................................................................................. 82 Parking Lot .............................................................................................................................................. 82 Action Plans and Evaluations.................................................................................................................. 82
Learning is a treasure that will follow its owner everywhere. Chinese Proverb Preface What is Courseware? Welcome to Courseware.com, a completely new training experience! Our courseware packages offer you top-quality training materials that are customizable, user-friendly, educational, and fun. We provide your materials, materials for the student, PowerPoint slides, and a takehome reference sheet for the student. You simply need to prepare and train! Best of all, our courseware packages are created in Microsoft Office and can be opened using any version of Word and PowerPoint. (Most other word processing and presentation programs support these formats, too.) This means that you can customize the content, add your logo, change the color scheme, and easily print and e-mail training materials.
How Do I Customize My Course? Customizing your course is easy. To edit text, just click and type as you would with any document. This is particularly convenient if you want to add customized statistics for your region, special examples for your participants’ industry, or additional information. You can, of course, also use all of your word processor’s other features, including text formatting and editing tools (such as cutting and pasting). To remove modules, simply select the text and press Delete on your keyboard. Then, navigate to the Table of Contents, right-click, and click Update Field. You may see a dialog box; if so, click “Update entire table” and press OK.
(You will also want to perform this step if you add modules or move them around.)
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If you want to change the way text looks, you can format any piece of text any way you want. However, to make it easy, we have used styles so that you can update all the text at once. If you are using Word 97 to 2003, start by clicking the Format menu followed by Styles and Formatting. In Word 2007 and 2010 under the Home tab, right-click on your chosen style and click Modify. That will then produce the Modify Style options window where you can set your preferred style options. For example, if we wanted to change our Heading 1 style, used for Module Titles, this is what we would do:
Now, we can change our formatting and it will apply to all the headings in the document. For more information on making Word work for you, please refer to Word 2007 or 2010 Essentials by Courseware.com.
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Materials Required All of our courses use flip chart paper and markers extensively. (If you prefer, you can use a whiteboard or chalkboard instead.) We recommend that each participant have a copy of the Training Manual, and that you review each module before training to ensure you have any special materials required. Worksheets and handouts are included within a separate activities folder and can be reproduced and used where indicated. If you would like to save paper, these worksheets are easily transferrable to a flip chart paper format, instead of having individual worksheets. We recommend these additional materials for all workshops:
Laptop with projector, for PowerPoint slides
Quick Reference Sheets for students to take home
Timer or watch (separate from your laptop)
Masking tape
Blank paper
Maximizing Your Training Power We have just one more thing for you before you get started. Our company is built for trainers, by trainers, so we thought we would share some of our tips with you, to help you create an engaging, unforgettable experience for your participants.
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Make it customized. By tailoring each course to your participants, you will find that your results will increase a thousand-fold. o
Use examples, case studies, and stories that are relevant to the group.
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Identify whether your participants are strangers or whether they work together. Tailor your approach appropriately.
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Different people learn in different ways, so use different types of activities to balance it all out. (For example, some people learn by reading, while others learn by talking about it, while still others need a hands-on approach. For more information, we suggest Experiential Learning by David Kolb.)
Make it fun and interactive. Most people do not enjoy sitting and listening to someone else talk for hours at a time. Make use of the tips in this book and your own experience to keep your
participants engaged. Mix up the activities to include individual work, small group work, large group discussions, and mini-lectures. 
Make it relevant. Participants are much more receptive to learning if they understand why they are learning it and how they can apply it in their daily lives. Most importantly, they want to know how it will benefit them and make their lives easier. Take every opportunity to tie what you are teaching back to real life.
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Keep an open mind. Many trainers find that they learn something each time they teach a workshop. If you go into a training session with that attitude, you will find that there can be an amazing two-way flow of information between the trainer and trainees. Enjoy it, learn from it, and make the most of it in your workshops.
And now, time for the training!
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Manners are more important than laws. Manners are what vex or soothe, corrupt or purify, exalt or debase, barbarize or refine us Edmund Burke
Module One: Getting Started Welcome to the Business Etiquette workshop. Success in any industry relies on relationships, whether with co-workers, clients, suppliers, or investors. When you’re well-mannered and considerate in dealing with others, you create engaging, productive, and long term business relationships. As such, it is important to learn, not just the technical side of a business, but how to conduct one’s self in the company of others. This is where business etiquette comes in. This workshop will introduce participants to business etiquette, as well as provide guidelines for the practice of business etiquette across different situations.
Housekeeping Items Take a few moments to cover basic housekeeping items.
If you need an opening or a way to introduce the participants to each other, utilize the Icebreakers folder to begin or between breaks during the day.
Let participants know where they can find washrooms, break facilities, and fire exits.
Ask participants to turn off their cell phones or at least turn them to vibrate. If they must take a call, request that they do it outside.
Take this time to encourage the group to ask questions and make this an interactive workshop.
Write the words Respect, Confidentiality, and Practice on a piece of flip chart paper and tape it to the wall. Explain to participants that in order to get the most out of this workshop, we must all work together, listen to each other, explore new ideas, and make mistakes. After all, that’s how we learn!
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The Parking Lot Explain the concept of The Parking Lot to participants.
The Parking Lot is a visible place where you will “park” ideas that arise which are not on the agenda, may be off topic, or are better addressed outside of the program.
At the end of the session, we will review parked ideas and follow up, or make suggestions for your own investigation when you are back at work.
Suggestions for the trainer: 1. If you are working with a large group of participants, you may wish to nominate a recorder to park items as you are facilitating. 2. It’s a good idea to note the name of the contributor along with the parked item. 3. Items noted on the parking lot can be useful to you later as you plan future training sessions.
Workshop Objectives Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. With that in mind, let’s review our goals for today. By the end of this workshop, participants will be able to:
Define etiquette and provide an example of how etiquette can be of value to a company or organization.
Understand the guidelines on how to make effective introductions.
Identify the 3 C’s of a good impression.
Identify at least one way to minimize nervousness while in social situations.
Understand how to use a business card effectively.
Identify and practice at least one way to remember names.
Identify the 3 steps in giving a handshake.
Enumerate the four levels of conversation and provide an example for each.
Understand place settings, napkin etiquette, and basic table manners.
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Understand the protocol in ordering in a restaurant, handling alcohol in a business meal, paying the bill, and tipping.
Understand basic guidelines when it comes to the proper form of address, grammar standards, and use of acronyms in e-mails.
Understand basic guidelines in the use of the telephone, voicemail, and cell phone.
State the difference between a formal and an informal letter.
Create an effective ‘Thank You’ note.
Understand the meaning of colors in dressing for success.
Differentiate among the dressy casual, semi-formal, formal and black tie dress code.
Understand basic guidelines in international etiquette.
Pre-Assignment Review The purpose of the Pre-Assignment is to get participants thinking about etiquette principles they are already practicing, and situations where they could use greater awareness/ practice of business etiquette. As a pre-assignment, we asked participants to think of 3 business activities they conducted in the past 7 days. Focus on activities where there’s interaction with other people. It doesn’t have to be big activity; it may be routine work like meeting with a client or replying to queries online. After coming up with 3 activities, we asked participants to write for a way in which they had practiced good manners/ professional courtesy for each activity; as much as possible, express the response in behavioral terms. Lastly, we asked participants to come up with what else they could have done in that situation to express good manners and professional courtesy. The following table could be of help for this activity: 3 Business Activities I Did in the Last Week
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How I showed good manners/ professional courtesy in this situation
What else I could have done to have expressed good manners/ professional courtesy.
Have participants take a moment now to look at their responses and reflect on what it says about their current practice of business etiquette. Ask them to keep their responses in mind during the day as they provide the context for the etiquette guidelines that will be discussed later on.
Action Plans and Evaluations Pass out the participant action plans and evaluations, available in the activities folder. Ask participants to fill these out throughout the day as they learn new things and have ideas on how to incorporate the things we discuss into their lives.
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Good manners can open doors that the best education cannot. Clarence Thomas Module Two: Understanding Etiquette Before we look at etiquette rules across multiple business-related scenarios, it’s best to level off everyone on what etiquette means. We would also look at the many ways business etiquette can improve a company or an organization’s bottom line.
Etiquette Defined Josy Roberts, author of ‘Business Etiquette Your Questions and Answers’, defines etiquette as ‘conventional rules of polite behavior.’ They are guidelines on how to behave befitting good manners while in the company of other people. They show sensitivity to the needs and feelings of the person or people that you are with. Etiquette covers most aspects of social interactions, including self-presentation, communication, courtesy, and hospitality. Business etiquette, in particular, covers expectations in the interactions between co-workers, the company and their clients, as well as the company and their stakeholders. Etiquette guidelines are many and can be quite complicated. In this workshop we will focus on basic etiquette guidelines for situations typically found in most business settings.
Estimated Time
10 minutes
Topic Objective
To give etiquette a definition.
Topic Summary
Etiquette means ‘conventional rules of polite behavior.’ They are guidelines on how to behave befitting good manners while in the company of other people.
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Materials Required
Flip chart paper
Marker
Recommended Activity
Ask the participants what’s the first thing that comes to their mind when they hear the word ‘etiquette’.
Delivery Tips
You can create a concept map for etiquette using the flip chart paper and market using the participants’ responses.
The Importance of Business Etiquette Etiquette can help businesses improve the following areas:
Branding: Everything we do will reflect on our company and our products. By acting professionally, we send the message that our business is credible and trustworthy. Personalized care may very well be your edge against the competition.
Customer Care: The best way to show customers that their patronage is valued is to treat them with respect and consideration. This in turn can inspire customer loyalty and positive feedback.
Employee Engagement: Good manners will help improve morale and confidence between employees and team members.
Team Synergy: Good manners will help establish smooth working relationships within a team, which contributes to greater productivity.
Estimated Time
10 minutes
Topic Objective
To list ways business etiquette can be of value to a company or organization.
Topic Summary
Business etiquette contributes positively in the areas of branding, customer care, employee engagement, and team synergy.
Materials Required
Recommended Activity
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Pre-Assignment Worksheet 1 (see activities folder)
Module 1 Questions (see activities folder)
Refer to the worksheet used in the Pre-Assignment and answer this question: What do you think are the positive effects of your practice of good manners/ professional courtesy the last week on your company’s bottom
line?
Stories to Share
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July 12, 2009 article in The Economist, titled “Manners maketh the businessman” states that businesses today have become more cordial and polite, in an attempt to stay afloat in the economic crisis. “Civility is the new rule in an uncertain world.”
Module Two: Review Questions 1) Recognize the definition of business etiquette: a) b) c) d)
Business etiquette is group of informal rules of general behavior. Business etiquette is a group of conventional rules of polite behavior. Business etiquette is a group of informal rules of polite behavior. Business etiquette is a group of non-conventional rules of behavior.
2) Which of the following IS NOT something that business etiquette covers? a) b) c) d)
Courtesy Hospitality Self – presentation Self – confidence
3) Which of the following IS NOT an area covered by the business etiquette? a) b) c) d)
Employee engagement Team synergy Reconciling the feuded team members Customer care
4) Which of the following is one of the areas covered by the business etiquette? a) b) c) d)
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Product placement Product design Branding Advertising
You’ve only got one chance to make a good first impression! Anonymous
Module Three: Networking for Success When you’re networking, it is important to make the most of the first meeting. In this module, we’ll discuss how to create an effective introduction, make a good impression, minimize nervousness, use business cards effectively, and remember names.
Creating an Effective Introduction Three steps to introducing yourself effectively: 1. Project warmth and confidence. Many people size you up even before you say a word, which is why it’s important to mind your body language. When you introduce yourself, stand up straight, relax, and establish eye contact. 2. State your first name and your last name. Depending on the situation, you may also state your affiliation or your position in the company. Example: “Hello. I’m Jill Smith. I’m the Quality Control Officer.” 3. When the other person has given their name, repeat it in acknowledgment. “It’s nice to meet you, Mr. Andrews.” or “It’s nice to meet you, Joseph.” Repeating their name is an acknowledgment that you heard their introduction.
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When you are networking is not just about presenting yourself. You may also find yourself introducing two strangers to one another. Here are some guidelines to introducing others:
Take note of the pecking order. In business, introductions are made based on a person’s seniority in a company. This is regardless of age and gender. When you make an introduction, present a person with the lesser status to the person with the higher status. Example: “Caroline Daniels, I would like you to meet President Andrews. Caroline is the head of the Public Relations Department.”
Introduce strangers first: If you are introducing two persons of equal rank to one another, start with the person that you don’t know. This way you can use the introduction to make the newcomer feel welcome.
Mind titles: Unless invited otherwise, stick to using formal address such as “Mr. Gallagher” or “Attorney Louis Harris”.
Estimated Time
15 minutes
Topic Objective
To define what makes an effective introduction. When introducing yourself, it is important to (1) project warmth and confidence, (2) state both your first and last name, and (3) repeat the other person’s name when given to you.
Topic Summary When introducing others, it is important to (1) introduce people based on their seniority in a company, (2) introduce strangers first, and (3) use formal titles unless invited otherwise.
Materials Required
Flipchart paper
Markers
Facilitator divides the group into triads to practice effective introductions. Since this activity is short, participants are recommended to choose their nearest seatmates as their co-triad. Recommended Activity
In the first part, Person A introduces himself to the Person B using the steps shared in the presentation. In the second part, Person B introduces Person C to Person A using the guidelines provided. Encourage them to give feedback to one another.
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Delivery Tips
Give plenty of examples.
Making a Great First Impression If you want to make a good impression, know that you need to project 3 C’s:
Confidence o Having a straight but relaxed posture. Hold your head high and steady. Don’t slouch or slump. o Moving in a natural, unaffected manner. o Maintaining eye contact with the people you are talking to.
Competence o Exhibiting knowledge of your craft. Know your way around the agenda. Being prepared for the meeting. Bring supportive materials to emphasize your points. o Answer questions in a clear and professional manner, avoiding the use of slang or technical jargon. o Asking relevant questions.
Credibility o Arriving on time. o Being presentable (well-groomed and mindful of dress codes. o Keeping true to your word.
Estimated Time
10 minutes
Topic Objective
To present the elements of a good first impression. A good first impression is one that successfully communicates the 3 C’s
Topic Summary
Materials Required
Recommended Activity
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Confidence
Competence
Credibility
Flip chart paper
Markers
Ask the group to think of a person who has made a great first impression on them. Ask them what exactly gave their first meeting impact. Stick to the
observable e.g. what they saw and what they heard from this person.
Delivery Tips
Share a personal story about someone who has made a positive impact upon first meeting. For contrast, you may also share (without mentioning names) about someone who has made a bad first impression on you.
Review Questions
Give one C that must be communicated during first impressions and an example of how to do so.
Minimizing Nervousness Meeting people can be anxiety-provoking. The need to impress another person can be a lot of pressure. Here are some ways to minimize nervousness while in a social situation:
Be informed: If possible, take time to research about the people you’re going to meet: their work, values, and preferences. Knowing what is expected from you can prepare you adequately. Nervousness is amplified by going into a situation blind.
Practice! Practice! Practice: Networking is a skill, which means that you can develop it with practice. Practice your introduction in front of a mirror and note what you need to improve. You can also practice with peers. Get feedback from others about the kind of impression you give. Try to meet as many people as you can! The more you do it, the easier it gets!
Learn relaxation techniques: There are many activities that can help relax a nervous person. These activities include: o Meditation o Self-talk o Visualization o Breathing exercises o Listening to music.
Identify your triggers: If nervousness is a real problem for you, it is recommended that you identify what triggers your nervousness. Is it lack of confidence? Is it fear of authoritative people? Awareness can help you catch yourself in time and respond accordingly.
Believe in what you have to offer: It’s easy to get intimidated by how successful or famous the other person is. But remember, they’re people--- just like you! They would be willing to listen to someone who can offer them something that they want or need. Have faith in your business. Have faith in your personal worth. Adopt the mindset that you are doing them a service, and it’s your duty to not let them miss the opportunity of meeting you!
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Estimated Time
10 minutes
Topic Objective
To be able to list ways on how to overcome nervousness. You can minimize nervousness by
Topic Summary
being informed
practicing social skills
doing relaxation techniques
gaining awareness of personal triggers to nervousness and
believing in what you have to offer
Recommended Activity
Brainstorming ways of overcoming nervousness that the participants have found effective in the past.
Stories to Share
Facilitators can share personal stories of overcoming nervousness.
Delivery Tips
If the facilitator feels confident in doing so, he or she can make the relaxation techniques an experiential activity. Guided meditation and breathing exercises are effective group activities that don’t take time.
Review Questions
Give one way of minimizing nervousness while in a social situation.
Using Business Cards Effectively Networking is not complete without receiving or giving a business card. The business card is a way for you to follow up on the people you have met. Likewise, it is a way for them to contact you for further meetings. More than that, your business card is a way to brand yourself. Professional-looking business cards send the message that you’re professional. Adding your company motto or tagline in your business advertises you and what you’re all about. 5 Tips on Using Business Cards Effectively: 1. Never be without your business cards! (Make sure there’s always a stack in your office desk, and in your wallet. You’ll never know; even a trip to the grocery story can present an opportunity to network.
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2. Follow the protocol on hierarchy. Cards should not be given to senior executives that you meet, unless they’ve asked for one. 3. Time the presentation of your card. Don’t just hand over your business card at any random moment. Handing a business card in the middle of a discussion can be an interruption, as parties would need to take a moment to give it a look. You also want to make sure that your card is perused at point when the other person can give it his or her full attention. The best moments to hand a card is when you’re asked for one, when you’re asked to repeat your name, or when someone offers to send you something. If the two organizations that you represent are well-known to each other, although you haven’t met your host before, offering your card is probably best left to the end of the meeting. If your host is unfamiliar with your company, offering your card at the beginning of the meeting is good practice. 4. Accompany your business card with an explanation of what you can offer them. When you hand another person your card, give a brief "action recommendation." This can increase the likelihood of them contacting you again. For instance you may say: “I think I can help with your PR concerns, Mr. Johnston. Here is my card.” You may also ask for referrals. Invite the other person to send your contact details to anyone they know who can use your services or products. 5. When receiving a business card, show the other person that you value their card. Look at the business card for a few seconds. Comment about the card. Let them see that you take care in storing their card as well, instead of just jamming it in your pocket.
Estimated Time
10 minutes
Topic Objective
To be able to give tips on how to use business cards effectively.
Topic Summary
You can use your business card effectively in many ways. These ways include always being prepared with one’s business card, showing respect when receiving a business card and timing the presentation of your card.
Materials Required
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Flip chart paper
Markers
Handouts
Pens
Planning Checklist
Prepare handouts on ‘Tips on Using Business Cards Effectively’ for each participant.
Recommended Activity
Provide each participant with a hand-out copy of the ‘Tips on Using Business Cards Effectively.’ Give them time to read through each one. Afterwards, you can ask the participants to tick practices that they do and practices that they don’t do.
Review Questions
Give one way of using business cards effectively.
Remembering Names Remembering names may be difficult for some people, but it’s not impossible. It’s a skill: something that you can improve with constant application. Here are some ways to remember names:
Repeat: When someone is introduced to you, repeat their name. “It’s a pleasure to meet you, Mark.” This can help reinforce your memory of the name. You may also introduce them to someone else so that you can create an opportunity to use their name.
Use mental imagery: We think in pictures, therefore associating an image with a name can help in assisting recall. For example, after meeting Bill the plumber, imagine the word Bill spelled with pipes. If Jason Smith is marathon runner, imagine Jason running on a treadmill in a gym called Jason’s. Or just imagine a person’s name written on their forehead. Pick an imagery that works for you. The more striking or exaggerated your mental picture, the bigger are the chances of recall.
Put it on paper: Write the name down as soon as you can. Or write their details on the business card they give you so that you would remember them the next time you see them around. (Just make sure you don’t let the person see you writing on their business card.)
Use their name in creative sentences: Mentally construct sentences that are fun and a bit frivolous, to make name recall less stressful. Alliterations, or repeating consonant sounds in succession, are a great way to remember names. For example, to remember Jane who sells kitchen ware, you can repeat in your head: Jane makes jam and juice in January.
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Be genuinely interested: Remembering names begin with attitude. If you are sincerely interested in a person, then they would make an impact on you. If you adapt the attitude that everyone is interesting, and are a potential ally in business, then remembering names would come as second nature.
Estimated Time
20 minutes To give tips and techniques on how to better remember names.
Topic Objective To practice a technique on remembering names. You can remember names by:
Topic Summary
Materials Required
Planning Checklist
Repetition
Use of mental imagery
Documenting names on paper
Crafting creative sentences
Genuine interest
Flip chart paper
Markers
This activity may require a large space for the participants to mingle. Check if the venue is appropriate for the activity and make adjustments if necessary. Prepare illustrations for the mental imagery technique. Divide the participants into groups of 5-8 members. Give them time to introduce themselves to one another. If the group already knows one another, have each participant make up a new name and profession. If the group doesn’t know one another yet, then they can use their own names and profession.
Recommended Activity
When all have been introduced, let each member recite each of the names of each member of their group. Encourage them to use name recall aids discussed. In the plenary, ask the participants what was name recall technique worked for them.
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Stories to Share
The facilitator can share techniques in remembering names that have worked for him/ her in the past. Facilitator may also solicit from the participants techniques that are not covered in the material.
Delivery Tips
Present illustrations as an example of mental imagery technique.
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Module Three: Review Questions 1) Which of the following IS NOT recommended as a part of an effective introduction? a) b) c) d)
Projecting warmth and confidence Stating your position in the company Repeating the other person’s name after the introduction Doing something memorable, e.g. making a certain gesture
2) In business, introductions are usually made based on: a) b) c) d)
A person’s seniority A person’s seniority in a company Alphabetical order It is usually random
3) For making a great first impression, you should avoid: a) b) c) d)
Asking questions Making eye contact Using technical jargon Having a relaxed posture
4) The three C’s for making a good impression stand for: a) b) c) d)
Confidence, Contrasting, Care Confidence, Competence, Credibility Confidence, Contrasting, Credibility Confidence, Competence, Care
5) Which of the following IS NOT a method of minimizing the nervousness? a) b) c) d)
Visualizing Self-talk Being informed Being domineering
6) When it comes to the nervousness triggers, we should: a) b) c) d)
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Ignore them Suppress them Identify them None of the above
7) When should you have your business cards with you? a) b) c) d)
When you are at work When you are at work and when you are somewhere business related All the time When you remember to bring them – there’s no rule
8) Which of the following statements is true? a) You should give your card to the senior executives as often as you can, so you could get opportunities for a promotion b) You shouldn’t give your card to the senior executives, unless they ask for one c) Giving a card to the senior executives is the same as giving it to anyone else d) There are no rules or limitations when it comes to giving the cards to the senior executives 9) Which of the following IS NOT among the common ways of remembering a name? a) b) c) d)
Using mental imagery Being genuinely interested Using name in a creative sentence All of the above are good ways of remembering a name
10) Which of the following statements IS NOT true? a) b) c) d)
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Remembering names is a skill Remembering names can be improved If you have troubles remembering a name, it’s practically impossible to change it None of the above
END OF FREE PREVIEW FULL WORKSHOP AVAILABLE EXCLUSIVELY AT:
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