ETIQUITTE IN BUSINESS

No one can qualify for or hold a position as secretary unless she knows as and observes the rules of business etiquette in other words, correct behavior in the office. Many of these rules are the same as in private life and need not be repeated. In business, however, there are various other points regarding etiquette that need discussion.

Your employer and other executives

If you cannot come to work, telephone your employer or your immediate superior right at the time for the commencement of work and explain the reason. If you are able to speak to your employer, draw his attention to anything important that has to be done, or completed, during the day so that any necessary arrangements can be made. You may, for example, have partly completed a report which will be needed following day. If your employer is not there, get someone else to pass on a message. If you are absent for several days, keep the firm posted about your progress and probable date of return, as your employer may need to angage temporary help. It would be unusual for a secretary to rise from her chair when her employer enters and speaks to her. However, if say the managing director of a large concern came in to see her employer, it would in some, though not all, cases be usual for her to rise. If you have to send typewritten notices of a board meeting, etc to a number of directors, unless instructed otherwise it would be inappropriate to send carbon copies. Each would be separately typed. The same would apply to any similar document unless it was particularly long. It would always be typed on white paper. Under no circumstances should you argue with your superiors. This is not to say that you are not entitled to put your point of view. When your employer makes a decision, it is for you to obey it, whether you agree with it or not. Some secretaries acquire the bad habit or arguing about the correctness of their employers spelling or grammar, especially if they are strong in those departments and feel certain that it is wrong. There could be no objection to their saying, Is this correct, Mr. Black?, but if your employer insist that it is, that is the end of the discussion. Under no circumstances go over your employers head. If, for example, you think you are entitled to a rise, speak to your employer about it first, before taking the matter to the personnel manager, or whoever else deals with it.

Fellow employees
Correct behaviour towards your fellow employees follows closely what would be expected of you at home, except that in the office many more people are concerned. The following are some of the things you will keep in mind: Dont ask personal questions about an employees age, religion, salary, the cost of items of clothing. Dont be noisy in closing doors or in speaking to others. Dont laugh loudly or giggle. Doing things quietly is one of the signs of an afficient secretary. If you have occasion to apologise for having inconvenienced anyone, say, Im very sorry, not just Sorry, which sound insincere. Dont contradict people openly, as it leads to friction. It is of course permissible to disagree courteously, or to say, Are you sure that is right? and then put your version. However avoid forcing your views on others or monopolising the conversation. If someone in the office buys you a drink or pays your bus fare, dont argue and insist on paying for yourself, as this can cause embarrassment. It is customary for each person in a pair or group to pay his or her own way. Make sure that you are ready to pay your share of anything. Dont be slow on the draw. Be tidy. At home you can leave your own room in a mess without inconveniencing may other people. In the office, if leave things around papers, books, personal things they can become a nuisance to others. In particular, dont leave your handbag lying about, but keep it in your desk. People feel uncomfortable if it appears to be missing. Only make use of given (or Christian) names if this is the practice in your office. It is a safe rule to follow. As a junior, you will be called by your given name by everybody. As a secretary, the same will apply with others of your own age and status; however, it will be normal for you to be more formal with those in superior positions, and call them Miss or Mr. unless they ask you to use the given name. it is quite usual, however for them to call you Mary while you address them as Mr. Black or Miss Brown. The older you become, and the higher your status in the organisation, the more likely it is that you will be addressed by your surname by everyone except perhaps close friends in the organisation, and (if you are a secretary) perhaps by your employer. No matter what the rule of the firm is, it can be taken for granted that presence of members of the outside public, you would always use Miss or Mr. and never given names. It may be your job to look after new employees on their first day. If so, take them round and introduce them to their fellow workers. It is also a friendly gesture to ask the newcomers to lunch with you the first day.

Smoking in the office

Some office allow employees to smoke and you will naturally follow the rules laid down. In smaller offices the rules are frequently not as strict as in large ones. Few allow smoking for employees meet the public. It is difficult, however, someone to smoke on the job and be efficient. Imagine a secretary typing with a cigarette dangling from her lips and ash falling on to the paper; or on a visit having the door opened for you by a secretary with a cigarette in her mouth!

Reading, knitting, etc

It gives an unfavourable impression to the public, or to the executives of your own firm, if you are seen knitting or reading books or newspaper. It appears then that you have not enough work to do and that yours is a slack kind of office. A secretary never has any spare time. There are always worthwhile jobs to do putting away files, taking out all material, tidying things and numerous other duties.

Eating and drinking

Larger firms have a cafeteria, some a small room for eating, and few small firms have nothing you just eat at your desk. Unless you happen to be in this last-mentioned group, there should be no eating in the office at all, and certainly none where you can be seen by the public.

Attending to hair or face

You should never attend to make up or hair care in the office. Your desk is not intended to be a dressing table, and to see it used as such creates a most unfavourable impression, especially when you start using it in this way fifteen minutes or more before the time the office closes.

Meeting the public

If there are several people waiting to see your employer who is somewhat behind schedule, or has not yet arrived, you do not introduce them to each other. Just see that they are comfortable. If a caller has to wait long, say to him at intervals such things, Im sorry that Mr. Black is running late, Mr. Robinson. I dont think hell be long now. This not only shows that you are thinking of his interest but makes the delay seen shorter.

If a caller has been waiting for some time to see your employer, who has not yet arrived, it would be a nice gesture to offer a cup of tea if it is readily available, especially on an unpleasant day. Even if it is permitted, it is bad form to spend more that a few minutes making or receiving private telephone calls. Ask your friends to ring you at home. Always answer the telephone promptly. Give it priority over everything else. This saves people a great deal of annoyance both the caller and all others within earshot of the telephone. If you are disconnected before your call is complete telephone again at once (if you were the original caller) even if the conversation was practically over. Many people have difficulty in ending a conversation, and allow it to drag on uselessly. The rule is that the caller is the one who should end the conversation. If while you are in your employers office, he becomes involved in a very personal or family telephone conversation, slip out quietly. If your employer is having a telephone conversation and you hear him quote a wrong figure or give other important information that is wrong, do not interrupt. Write the message on a slip of paper and let him see it.

Introductions
One of the jobs you will frequently be called on to do in business is introduce to each other people who have not met. This may seem easy, but in fact it can become quite complicated, and you need to acquire confidence in handling these situations.

Form
There are several acceptable forms: Mr. Black, may I introduce Mr. Robinson Amalgamated Textiles Mr. Black, this is Mr. Robinson of Amalgamated Textiles Less formal(rather for social than business occasions) : Mr. Black, Id like you to meet Mr. Robinson Mr. Black have you met Mr. Robinson?

Do not use the vulgarism meet up with. There are certain principles that you should memorise. A knowledge of them will make introductions easier. In introducing two people, mention the more important first. Mention an older person before a younger. Mention a woman before a man. Mention a host or hostess before the visitor.

There could, however, be some contradictions in these. Your employer could (to you) be the more3 important but could be much younger than the caller. The caller might be a woman. What do you do in such cases? The answer is please yourself, but know in your mind what you are going to say. Be sure making an introduction to pronounce the names distinctly, so that neither party will have to ask that the others name be repeated.

Acknowledging introductions
When introduced, look straight at the person and smile. The usual acknowledgment is how do you do, Mr. Jones. This sounds much better then pleased to meet you. You can, if you wish, and something such as Weve spoken to each other several times on the phone. On introduction, a women may offer her hand to a man or not, as she pleases. An older woman may offer her hand to a young one, or a very distinguished woman to any other. This is considered a sign of friendliness. In business introductions, woman rarely shake hands, though men do. A man normally does not offer his hand to a woman, though occasionally a much older or very distinguished man way do so. If offered someones hand, you must take it. If a woman is seated, it is not necessary for her to rise when a man is being introduced. In business, you would rise if a person of importance is introduced. A man always stands when introduced. If you do shake hands, grasp the others hand firmly.

Introducing yourself
You may say, Im Miss White (or Jean Whitc), Mr. Blacks secretary. May I help you? If you have to join a group, but know no one, say, Im Jean White, from Melbourne. If you meet somebody you have met only once previously, do not say, Dont you remember me, Mr. Brown?. The chances are that he doesnt, and this could be embarrassing. Spare his embarrassment by saying, Good morning, Mr. Brown, Im Jean White, Mr. Blacks secretary. I met you at the publishers conference several months ago. This gives him the opportunity of pretending that he remembers you well. A study of the foregoing principles will be of great help to you in handling introductions. Some of these, however, become quite complicated and you could find them difficult at first.

Asking for a rise (not a raise)

To most people, this is a great ordeal, and it is all the more necessary to know what you should say. Probably the best thing is to wait until your employer appears to be relaed and not busy, and also in good mood. Then you can say something like this: Mr Black, I wonder whether you can see your way clear to give me a higher salary. I have been doing much more important work since Christmas, and most of my friends doing this kind of work are getting more than I am.

You should be prepared for a disappointing answer even with this approach, and not become embroiled in an argument.

Invitations
It may be necessary for you to arrange for your firm the sending out of invitations to people to attend various functions-Christmas parties, cocktail parties, business conferences, etc. Your employer will also receive similar invitations from other firms and organizations, and it will normally be your duty to send suitable replies replies to those on your employers behalf. Invitations are broadly classified as formal and informal. The latter are reserved for social rather than business occasions, so that it is the formal invitation that will concern you most. The formal invitation is frequently printed on a good-quality card. It usually follows one of the two styles below. THE SYDNEY CHAMBER OF COMMERCE Cordially invites you to attend a dinner in honour of Sir Francis Shackleton President, London Chamber of Commerce on Friday, 2 July, 19 At the Hilton Hotel at eifght oclock. RSVP 24 June, 19-Subscription $25 You are cordially invited to attend a Testimonial Dinner in Honour of Mr W J MACKAY, OBE Founder and President of the Sydney Historical Society for fifty years. To be held on Saturday, 10 July, 19 at the Historical Societys Rooms Hunter Street, Sydney at seven oclock. RSVP W Carrington by 1 July $25 per head Dress Informal Dress Informal

It is now becoming more common for the formal invitations to be typed on letterhead or special good-quality paper instead of being printed on cards. Following is an example. It is typed on the organisations special letterhead paper, with only one side of a double fold used. This kind of invitation is frequently used when not a large number is to be sent. UNIVERSAL MINING LTD 81 Pitt Street Sudney NSW 2000 Ph 231 1044

THE CHIEF MANAGER (STAFF) MR JAMES HAYDEN has pleasure in extending an invitation to MISS A CO, Senior Lecturer School of Economics to be present at a Buffet Luncheon at 12.45 pm on Thrusday, 5 August 19 in the Head Office Building 5th Floor 81 Pitt St RSVP 24 July 19 Mr McCormack Phone 231 1044 Et 2758 The fact that a telephone number is given does not mean that Miss Co would be expected to reply by telephone. She would send the usual formal reply, but probably mark the envelope Attention Mr. McCormmack. In case of emergency, such as last-minute withdrawal, she could telephone Mr. McCormack. It will be noticed that in this invitation, the name of the person invited is used.

Replies to invitations
The reply to an invitation must be in the same form as the invitation itself; ie there must be a formal reply to a formal invitations. EXAMPLE 1

Mr. A Black Accepts with pleasure the kind invitations of the Sydney Chamber of commerce to attend the dinner in honour of Sir francis Shackleton On Friday, 2 juli 19--.

This could be on a printed card, but is more commonly typed on the firms letterhead, if it is a business invitation, or on Mr. Blacks own letterhead if it is a personal one.

EXAMPLE 2 Mr. A J Black Regrets that a previous engagement Prevents his accepting the kind invitation Of the Sydney Historical society To attend the testimonial dinner in honour of Mr. W J Mackay, OBE on Saturday, 10 July.

EXAMPLE 3 Miss A Cox Regrets that she is unable to accept The kind invitation of Mr. James Hayden, Chief Manager (Staff) Universal mining Ltd To attend the buffet luncheon On Thursday, 5 August

An excuse for refusal is not considered necessary, but is usually given. It will be noticed that these replies are not signed. It is becoming fairly common, especially with slightly less formal occasions, to include a slip to be returned by the invited person, such as the following: I will attend.. I will not attend. I have enclosed a cheque for . Signature

These slips are frequently sent to the members invited to attend a function arranged by a club or society. It acts as a very good reminder to the invited person to let the organisers know whether he or she is coming. This is one of the big problems that organizer face-the fact that so many people do not reply until the last minute, and it is consequently difficult to know how many to cater for.

Informal Invitations
These are really short personal letters and would be dictated by your employer. They might be something like this:

Dear Mr. Brooks (or Dear Jim) We are arranging a small dinner in our dining room next Wednesday at 1 pm, to celebrate the success of our campaign in launching our new product Krunchybits. We would be very glad if you could come along. Could you let me know before Friday if possible whether you can come.

Yours sincerely

Albert Black

REPLY Dear Albert, Thank you for your invitation to dinner next Wednesday. I am very pleased to accept and shall look forward to seeing you then.

Yours sincerely Jim Brooks

Invitation to a speaker
Dear professor Dewar When my association heard that you would probably be in Sidney in august, we immediately thought of the possibility that you might be willing to be our guest at our annual conference. This will be held at the chevron hotel, beginning on 15 august. We would, however particularly like you to be the guest of honour at our dinner to be held at 7 pm on Monday, 17 august. If you are able to accept the invitation, we would be glad. If you would give an address to the gathering ( about 45 minutes to an hour ) on any aspect of education. Yours sincerely

Llyod D Manfred President

Assignment
1. The general manager wants a conference of top executives of the firm at 9 am tomorrow and asks you to send a memo to each of them. Although you are very busy, he wants you to get the memos out at once. Would you type a separate memo for each, or one original and the rest carbons, or one memo to be initialed and passed from one of the next? Give your reasons. 2. You find that you are getting about $15 a week less that most friends of your age in other offices doing similar work. You like your job and would not want to leave, so decide to ask your employer for a rise. How would you go about it, assuming that the firm is a large one and that you are secretary to the assistant sales manager, sally brown? Exactly what would you say? 3. Comment briefly on the following conversation between a caller and a secretary (by Telephone): Secretary : Mr. Blacks office Caller : May I speak to Mr. Black Secretary : May I have your name, please? Caller : my name is Collins, manager of united securities Secretary : Im very sorry, but Mr. Black is out 4. What are you views on accepting present from your employer? 5. You are sealed at a desk just outside your employers office. Many people come in to make enquiries or to see your employer. They include callers who have appointments , executives of your firm and other members of the office staff. Under what circumstances (If any) would you rise from your chair as they approach you?

6. You are speaking to your employer, miss pat smith, when a business executive whom you know Mr. Pitman, approaches, accompanied by a woman whom you do not know. Exactly how would the introductions be made? Miss Smith does not know either of the callers.

Topics for discussion

1. You are taking dictation from your employer when a personal friend of his walks into the office and shake hands with him. What will you do? Would it make any difference if the visitors is the managing director? 2. When you take a cup of coffee to your employer this morning as usual, he has a visitor, Mr. Briggs, with him. Would you offer the visitor some coffee? If so, exactly what would you say? 3. The general manager rings and wants your employer, the assistant sales manager (Sally Brown), to see him at once. Sally has a visitor with her-the sales manager of Price Brother, one of your best customers. What will you do? 4. You normally open the mail of your employer. Mr. Black Early in the morning. After you open one letter. you find that it was actually addressed to Mr. Blake in another department. What would you do about this? 5. When speaking to a visitor in your presence, your employer in advertently makes a wrong statement. Would you correct him? 6. Business is slack and you have nothing to do. Do you consider it permissible for you to (a) read, (b) knit, (c) eat sweets, (d) smoke?

Answer for Assignment

1. 2. We choose one memo to be initialed and passed from one to the next because the memo must be initialed by the supervisor so that the reader believes the content of the memo. Mr. Brown, I wonder whether you can see your way clear to give me a higher salary. I have been doing much more important work since Christmas, and most of my friends doing this kind of work are getting more than I am. The conversations is suitable with etiquette in business. We are very pleased. If the employer give us a present, We would be more motivated to work better to develop the company. When I saw the employers guests arrived First I will greet Mr. Pitman and ask who the woman who accompanied him. After I know who she is, I would invite and introduce them to Miss Smith.

3. 4. 5. 6.

Answer Topics for discussion

1. I would take the dictation and permission to my employer with a smiling to them. And it is same if the guest is a director. 2. Yes, I will offer a cup of coffee to the visitor by saying, "Would u like coffee? 3. I will meet the boss in his office, and tell him that the general manager called and want to talk to the boss. 4. First, I would report the matter to my employer, after receiving approval to return the letter from the employer. I will return the letter to Mr. Blake by explaining that the letter was misdirected. 5. Yes, I would correct him. 6. No, I dont. It may do in the rest time.