Unit 2 | Etiquette Video
Transcript:
Etiquette
MIKE (smiling): Oh, hello, I'm Mike Reynolds, pleasure to meet you. Uhh, Jonathan, is it? Or do you go by Jon? (Extends hand for a shake).
JONATHAN (shaking hands): It's Jonathan. Nice to meet you.
MIKE (gesturing): And this is my colleague, Amanda.
AMANDA (chewing gum and staring at her phone and texting): Hang on...one...second (Closes phone, starts to put it away, then thinks again, double checks something on the screen, then puts it away). Hey! Amanda. (Waves instead of offering her hand to shake). Okay. So, are we ready to get started?
MIKE (nervous because of AMANDA’s behavior): Well, actually I thought we’d give (with emphasis) Jonathan here a little tour before we jumped in.
JONATHAN: That would be great.
AMANDA: No it wouldn’t. There’s really not that much to see. And I’ve got a busy afternoon, so... (reaching for buzzing phone in her pocket. Puts up a finger and answers). Uh-huh. Yeah. Right.
MIKE (whispering to JONATHAN while AMANDA is talking): I’m sorry about this. It’s been really busy around here this morning. I think we have some time to show you around.
JONATHAN (annoyed but trying to be sympathetic): It’s all right, I...
AMANDA (interrupting by turning then whispering rudely): Do you mind? I’m trying to have a conversation here.
VO: Let's pause. It looks like Jonathan's about to take his business elsewhere. Despite Mike's efforts to be courteous and respectful, Amanda's attitude and lack of courtesy is threatening to end this venture before it even gets underway. She's forgotten the rules of professional etiquette and made the wrong impression from the start.
Put simply, professional etiquette is being considerate of others, respecting their opinions and their time, but also making the best possible impression. If you act professionally, you will earn the respect of coworkers and customers alike. If, on the other hand, you are sloppy or discourteous, you risk alienating those around you and hurt your chances of being successful in your career.
EXPERT: When most people think of etiquette they think of using the right fork at dinner, but professional etiquette is more about positive communication and respecting cultural and social norms. You want to create an image of yourself that is both courteous and confident, which means dressing well, being punctual, and avoiding slang. But more than anything, etiquette is simply being conscious of the people around you and respecting their concerns.
VO: A lot of what constitutes professional etiquette is common sense. Offering a firm handshake when you greet someone. Saying please and thank you. Following up on meetings or phone calls promptly and showing up on time. These are mostly a matter of common courtesy, but they prove to customers and colleagues alike that you are professional in your approach to everything. These are skills you will use every day.
For example, you should be conscious of other people's personal space.
WORKER 1: I'm going to be professional with the way we conduct ourselves and then...
WORKER 2 (appears in WORKER 1’s office from out of nowhere. Shouting): What’s up? You busy?
VO: Instead, be sure to announce yourself before entering someone else's work space.
WORKER 1: ...clientele that were looking for is the basis of...
WORKER 2 (knocks on side of cubicle wall. Waits to be acknowledged. WORKER 1 turns around and smiles): Hi. Sorry to bother you. Do you have a moment?
VO: Also be considerate when playing music or eating or drinking at your workstation.
WORKERS 1 and 2 at cubicles. WORKER 1 concentrating. WORKER 2 has a drink with a straw, clearly almost empty. Makes loud slurping sounds. Slurp. Silence. Slurp. Silence. Slurp. WORKER 1 shakes head. Waits. Decides it’s done and she can start working again. Then...really long slurp.
WORKER 1: Seriously?
VO: Professional etiquette is especially important when dealing with customers. If the customer is upset, listen to what they have to say. Be willing to apologize and accept responsibility, and then outline what steps you plan to take to solve the problem.
You should also try to be aware of any cultural differences in professional etiquette. For example, in some cultures it is disrespectful to simply stick a business card in your wallet without taking the time to study and admire it. Likewise, handshakes differ around the world with some cultures preferring firmer handshakes than others. Try to learn ahead of time about the cultural customs of the people you will be doing business with.
Knowing what we know now, let's go back and see how Amanda might have done things differently.
MIKE (smiling): Oh hello, Mike Reynolds, pleasure to meet you. Um, Jonathan, is it? Or do you go by Jon? (Extends hand for a shake).
JONATHAN (shaking hands): It's Jonathan. Nice to meet you.
MIKE (gesturing): Oh and this is my colleague, Amanda.
AMANDA (shaking JONATHAN’s hand firmly): Nice to meet you, Jonathan. We're so glad you could make it out here today.
JONATHAN (nodding): I'm happy to be here. So are we ready to get started?
AMANDA: If you'd like. But Mike here thought you might like a tour of the facility.
JONATHAN (smiling): That would be terrific. Thank you.
VO: It doesn't take much to leave an impression, positive or negative. If you treat people with respect, they will usually treat you with the same. When it comes to professional etiquette the key is to think about how you would want to be treated if you were a customer, coworker, or an employee, and extending the same courtesy to everyone else around you. It's the quickest way to make a good first impression.
Take a moment and consider the following. Why is professional etiquette important? How can proper professional etiquette impact your on-the-job performance and your overall career success? What are five things you can do to make a positive first impression?