Executive Q&A: Scott Celley - Greater Phoenix Chamber of Commerce

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The word etiquette might evoke images of Emily Post and Miss Manners, or cause your charm school nightmares to return. But etiquette, says business etiquette consultant and trainer Marla Harr, isn’t about being prim and proper. “It’s really the way in which you act,” she says, and in the business world, that often means more than your technical and functional skills. Harr, who runs the etiquette training company Business Etiquette International, cites research from Harvard University, the Carnegie Foundation and the Stanford Research Center, which shows that 85 percent of professional success is related to people skills. Another way to think about etiquette is treating people in a way that makes them comfortable, adds Victoria Trafton, owner of the Referral Institute of Central Arizona. “In business, you’re always selling something — whether it’s your company, your ideas or yourself,” she says. “People buy from people they like and trust. And treating people well is the foundation of trust.” Some standards of etiquette have fallen by the wayside, but here are a few behavior basics to brush up on. n Practice+your+handshake. “The handshake is huge,” Harr says. “There is a proper handshake.” A firm handshake, accompanied with eye contact, demonstrates confidence and aids in a positive first impression. Special Feature Business Etiquette 101 Technology Might Change How We Work, but the Way We Interact Still Matters By Stephanie Conner 12 IMPACT | SePTeMber 2010 n Learn+how+to+make+an+introduction. “There really are proper ways to introduce people,” Harr says. “Introductions are based on hierarchy.” That is, individuals of a lower ranker or lesser authority are introduced to those of greater authority. n Ask+about+preferred+communication. In today’s high-tech world, Trafton says, it’s important to ask people how they prefer to Victoria Trafton of the Referral Institute of Central Arizona. be communicated with. Don’t text someone who doesn’t like to communicate that way, she says. If they prefer a conversation, pick up the phone. n Turn+the+phone+off. One of the biggest issues today, Trafton says, is that people don’t put their phones away. “People don’t honor the person standing in front of them,” she says, and Harr agrees. “If you’re going into a meeting, you’re there for a reason. Your phone should be off,” Harr says. “Understand that for that hour, it’s OK to put the phone down.” n Study+other+cultures+before+you+travel. “Etiquette becomes even more important when it comes to international business,” Harr says, adding that before you meet with someone from another country, do your homework on that country’s customs and etiquette. Regardless of whether you’ve mastered all the rules of etiquette, Trafton says, the key is to treat others the way they want to be treated and to be authentic, sincere and wellintentioned in all of your interactions. “When someone is offended and they think you don’t care, that’s when problems arise,” she says. It’s also helpful to realize etiquette isn’t all about how you look, she adds. “It’s about how the other person felt,” she says. “If they felt good, you did good.” Get connected Business Etiquette International www.actwelldowell.com Referral Institute of central Arizona www.referralinstitute.com Marla Harr of Business Etiquette International. www.phoenixchamber.com
“It’s not just a phone and a voice; it’s a personal relationship.” – Lorraine Bergman, President and CEO of Mesa’s Caliente Construction A pledge and a partnership During more than 85 years of providing workers’ compensation insurance to businesses statewide, SCF has kept its pledge of cultivating workplace safety while keeping employers’ premiums low. It’s an approach that has created strong relationships with our policyholders. In fact, one of our East Valley policyholders, Caliente Construction President and CEO Lorraine Bergman, calls SCF “a true partner to help us achieve our safety goals.” Working closely with policyholders is part of SCF Arizona’s high-quality customer service. As an Arizona business, we are partners in your success. Contact us today for a Quick Quote. 602.631.2600 | Get a Quote 1.888.706.4070 | En español 602.631.2302 | www.scfaz.com
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Executive Q&A: Scott Celley - Greater Phoenix Chamber of Commerce

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