Business Etiquette This book teaches individuals how to represent their

Part of what makes business etiquette and protocol
seem so intimidating at first glance is the apparent com-
plexity of “proper conduct.” Many etiquette books, busi-
ness-related and otherwise, resemble fat dictionaries or
legal resources, with column upon column of dense type.
These books often leave readers reeling with the question,
“How am I ever going to remember all that?”
Business Etiquette
isn’t one of those guides. It won’t
spend page after page outlining intricate, hard-to-remem-
ber theories and systems for you to follow. But it 
will
offer
concrete advice that will help you in specific situations.
The aim of this book is to assist you in conducting your
business with more confidence, know-how, grace, and effi-
ciency than ever before. I’ve written this book on the prin-
ciple that little things really do mean a lot. Little things are,
after all, what make other people feel special. Accordingly,
this book will outline plenty of “little steps” you can take—
steps that, one by one, will help you:
Š
Put others at ease by showing more
confidence and poise in business settings.

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17
Introduction
Š
Handle moments of hesitation with a style
that leaves your contacts feeling glad you
were there.
Š
Negotiate more “win-win” outcomes.
In short, this book will help you master the neglected
art of making people feel good about themselves!
How this book is ar
How this book is ar
How this book is ar
How this book is ar
How this book is arranged
ranged
ranged
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ranged
This book is divided into specific areas of business, each
offering practical solutions that are critical to your success.
For example, Chapter 1 shows you how to handle ini-
tial contact. If you’ve ever wondered how to manage greet-
ings and introductions, what to do when a name escapes
you, or when to pass along a business card, you’ll want to
take a look at the advice here.
Chapter 2 gives you all the advice you need on attire
issues in the workplace: What exactly is “business casual”?
What do you do if your company hasn’t set down clear guide-
lines about what’s acceptable attire and what isn’t? How
should you handle subordinates whose dress is clearly un-
professional?
Whether you’re interested in making your business cor-
respondence look as sharp as it possibly can, using fax mes-
sages to make a positive impression, or sending e-mail that
gets noticed for all the right reasons, you’ll find plenty of
helpful suggestions in Chapter 3.
Lapses in business etiquette over the telephone are usu-
ally among the most dangerous (and neglected) enemies of
any organization’s bottom line. Chapter 4 shows you ways
to use this common business communication tool to your
best advantage.

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18
Business Etiquette
Chapter 5 is where you’ll find the 12 Commandments
of Cubicle Etiquette and more great advice on harmonious
interaction with the people sharing your workplace.
In Chapter 6 you’ll learn how to make the most of meet-
ings and how to clear all the common hurdles—without
ruffling the feathers of subordinates, peers, or supervisors.
If you’ve ever felt flustered when dealing with a CEO
or other potentially prickly “top dog,” you’ll want to study
Chapter 7, offering the lowdown on handling people in high
places.
Poise and confidence may count for even more when
you’re away from the office on business. Chapter 8 shows
you how to display charm and savvy at parties, receptions,
restaurants—any time you’re away from your “home
turf.”
Personal crises? Prescription medication? Job offers?
The way you address these and similar challenges can lead
to catastrophe if you’re not careful. Chapter 9 offers the
best ways to handle some relatively uncommon, but poten-
tially serious, questions of protocol and behavior.
The final chapter features some common questions and
interesting business etiquette problems that readers of my
newspaper column have brought to my attention—and the
solutions I recommend. See how the real-world challenges
of my readers compare with your own.
In addition to the 101 etiquette tips focusing on busi-
ness close to home, you’ll also find a helpful appendix that
outlines the essentials of