The Essentials of Business Etiquette: How to Greet, Eat, and Tweet Your Way to Success [NOOK Book]


The Definitive Guide to Professional Behavior

Whether you’re eating lunch with a client, Skyping with your boss, or meeting a business partner for the first time--it's all about how you present yourself. The Essentials of Business Etiquette gives you 101 critical tips for improving behavior in any business situation--all delivered in a quick, no-nonsense format.

"If you are looking for practical guidelines on how to conduct yourself in a ...

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The Essentials of Business Etiquette: How to Greet, Eat, and Tweet Your Way to Success

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The Definitive Guide to Professional Behavior

Whether you’re eating lunch with a client, Skyping with your boss, or meeting a business partner for the first time--it's all about how you present yourself. The Essentials of Business Etiquette gives you 101 critical tips for improving behavior in any business situation--all delivered in a quick, no-nonsense format.

"If you are looking for practical guidelines on how to conduct yourself in a business situation, what behaviors you need to use to get ahead, and how to be sure that you do not offend others, read this book!" -- MADELINE BELL, President and COO, The Children's Hospital of Philadelphia

"Pachter has once again done an excellent job at highlighting some key tools to succeed in leadership and how to conduct yourself in the workplace." -- JOSEPH A. BARONE, PharmD, FCCP, Acting Dean and Professor II, Rutgers University, Ernest Mario School of Pharmacy

"The pragmatic advice Barbara offers is sure to meaningfully help people be more confident and effective in multiple business situations." -- ELIZABETH WALKER, Vice President, Global Talent Management, Campbell Soup Company

“Readable, well-organized . . . presents practical, sound advice on the most common situations involving business etiquette: communication, body language, dress, dining, telephone, and cell phone use, making presentations, job interviewing, and many other essentials. Recommended. All business collections and readership levels.” -- CHOICE
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Product Details

  • ISBN-13: 9780071811279
  • Publisher: McGraw-Hill Education
  • Publication date: 7/30/2013
  • Sold by: Barnes & Noble
  • Format: eBook
  • Edition number: 1
  • Pages: 256
  • Sales rank: 568,210
  • File size: 553 KB

Meet the Author

BARBARA PACHTER is president of Pachter & Associates. She is an internationally renowned business etiquette and communications speaker, coach, and author who has delivered more than 2,100 seminars throughout the world. For more information, visit

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Read an Excerpt



By Barbara Pachter, Denise Cowie

McGraw-Hill Education

Copyright © 2013 McGraw-Hill Education
All rights reserved.
ISBN: 978-0-07-181127-9


What's in Your Name? A Lot!

Names are important. How people address you and what you call yourself really do matter. Names can confer dignity or take it away. They influence how you are perceived and whether people take you seriously.

In a business situation, you should use your full name. An intern working for me answered the phone by saying: "Good morning. Pachter & Associates. Brianna speaking."

I asked why she used just her first name. She said she hadn't realized she was doing it. I suggested she provide both her first and last names. That would not only give her standing but would also provide an easier way for people to identify her. After all, there could be other people in the office with the same first name.


Early on, basketball legend Michael Jordan recognized the value of a name. The television news magazine 60 Minutes did a segment a few years ago on the famous athlete's history, including the time he scored, as a first-year college student, the winning basket in the 1982 National Collegiate Athletic Association (NCAA) championship game. According to the reporter, that's when he went from being called "Mike Jordan" to "Michael Jordan."

The flip side of using your full name is knowing how to address others. Etiquette says you should call people what they want to be called:

• Pay attention when people introduce themselves, or notice what they write on their name tags. They are giving you information about how they would like to be addressed.

• Don't shorten someone's name or use a nickname unless you know the person wants it that way. A man in one of my seminars said that his name was Roberto. If someone called him "Robert," he would not respond.

• If you don't know what to call a business associate, you can always ask.


Name tags often are used at meetings and conferences to identify people. Place your name tag on your right-hand side, slightly below the shoulder. This makes it more visible when you are shaking hands.

Q. My last name is very difficult for people to pronounce, and they get frustrated trying to say it correctly. Should I change my name?

A. If people have stopped addressing you because they can't pronounce your name—which is usually not done out of malice but embarrassment—one solution is, as you suggest, a name change. But changing your name is a very personal, often difficult decision. An alternative is to let people know to call you by your first name and to hand them your business card showing the proper spelling of your last name for any correspondence.

If your first name is difficult, you could create an easy-to-pronounce diminutive version for common use. One man I encountered had a first name that was 11 letters long. He did shorten his name, and he has never regretted it.


The Name Game: And You Are ...?

It seems so obvious, but it's surprising how often people fail to do this: Remember to introduce yourself after someone has introduced himself or herself to you.

This may seem like a little thing, but it's important.

Let me explain. Before most of my seminars begin, I shake hands with each participant and say, "Hi, I'm Barbara Pachter, your instructor. Welcome, and enjoy the day." Many people respond appropriately and introduce themselves to me.

This etiquette give-and-take paves the way for a connection between the two people and makes it easier for conversation to begin.

Yet, there are some participants who don't give their names. They just shake hands, or they shake hands and only say "Hi." An awkward silence usually follows. This means that I will often jump in and politely ask, "And you are ...?"

When people don't volunteer their names without prompting, they can appear shy, timid, or standoffish. As a result, making a connection or starting a conversation can be more difficult.

It's not just in my seminars that people fail to give their names. People tell me the same thing happens to them when they attend meetings and introduce themselves to the men or women sitting next to them.

Why do people do this?

In my classes, I know that some people simply are startled. They are not expecting the instructor to practice this protocol. A woman recently sent me a thank you note emphasizing how much she enjoyed meeting me before the seminar started. She hadn't experienced this with other instructors. In other situations, some people don't give their names because they are preoccupied, and others just don't know that they should do so.


Monitor your own behavior. Pay attention when people introduce themselves, and—please!—respond with your full name.


Impressive Introductions

In the business world, people often find themselves in situations in which introductions are required. Who should take on this task? Many times it will be your responsibility. If you are the host, the person in charge, or you know both parties, you need to make the introductions.

These days, the name of the person of highest rank is said first, regardless of gender. For example, "Mr. Greater Importance, I would like you to meet Ms. Lesser Importance." Don't drive yourself crazy trying to determine who is more important. If you don't know, mention first the name of the person that you would like to flatter. The key is that the introduction needs to take place.

You could also add some information about each person to encourage conversation. For example:

Brittany Miller, this is Jennifer Cortez. Jennifer just joined us as a new sales representative. Brittany is the manager of sales training.


People often won't notice whether their name was said first or last. They will remember—and potentially hold it against you—if your lack of introductions made them feel uncomfortable, regardless of whether this happens in a business or a social setting. As one seminar participant told me:

My ex-boyfriend would never introduce me, but he finally got the point when I started saying, "Hi. I'm Jenny. I'll introduce myself because I know he won't do it." His lack of introduction always made me feel awkward and insignificant.

(Note that she did refer to him as her ex-boyfriend.)

Occasionally, if you are the stranger in the room, you may need to introduce yourself. This self-introduction should be planned and practiced, but it also should be tailored to the event. Keep it short, but provide enough information to help start the conversation. For example, "I'm Brian Corbett, the tax expert on today's program. It's a pleasure to meet you."

Q. Last week I entered the elevator, and the president of my company was already there. We were the only two people, but I just said "Hi." Should I have said more?

A. You can greet the person (which you did), but you also can introduce yourself. If you can, open a dialogue. Make a brief self-reveal statement ("I'm part of the new marketing team, and I look forward to working here"), or make an observation ("I see you have a new iPad; I just got one and really like it"). If he responds with more than a nod, you can continue the conversation. If he seems preoccupied, you can feel good that you said "Hello." Make sure you say goodbye, and use an exit line when you leave the elevator ("Bye. Have a good day.").


I'd Like You to Meet ... Er ... Um ...

I was so embarrassed. I forgot my colleague's name when I went to introduce him to my boss. I just wasn't expecting to see him at the meeting.

This kind of comment from a seminar participant is one I get a lot. What do you do if you start to introduce someone to another person but realize midintroduction that you've forgotten his or her name?

You admit it. Everyone forgets a name occasionally, and some of us more often than that—which is why you should have some standard lines ready:

• "I'm sorry, I've forgotten your name."

• "Your face is so familiar; I just can't recall your name."

• "My mental computer is down. I can't access your name."

• "My mind has gone blank. What is your name?"

Keep it short and sweet, and practice saying it until you feel you can deliver the line without excessive apology or embarrassment. That should get you through a difficult moment.

This is a technique I call Know Your Line—knowing in advance what you might say in an awkward situation instead of being at a loss for words. If you have practiced what you want to say until you are comfortable saying it, people are more likely to be comfortable when hearing it.

It's also a useful technique for getting through some of those discomfiting conversational moments that crop up all too often. For example, one woman who was very tall often had people approach her and say, rather thoughtlessly, "Boy, are you tall!" She wanted a rejoinder, a line without curse words in it. Her line became: "Yes, I can paint without a ladder!"


Should you ever try to bluff your way through when you realize you've forgotten the name of somebody you have to introduce? Maybe—but be aware of the risks. You can say, "Have you two met each other?" and hope the answer is affirmative. But if both people respond "No," you'll find yourself in the middle of a very awkward situation.


Sorry, Mom: Do Talk to Strangers

It's [Taylor Swift's] tireless courting of her fans that may be the key to her success. Remarkably, she spends an hour before every show meeting and greeting and charming.

—Lesley Stahl, 60 Minutes

No doubt your mother told you not to talk to strangers. That is good advice for children—but it doesn't apply in the business world. Say "Hello," "Good morning," or simply "Hi" to people you know, and to those you don't know. You really don't need to know someone to say "Hello" to him or her. (Clearly, different rules apply in dark alleys!)

The person you greet on the way to the meeting may be the person sitting next to you at the meeting, and by saying "Hello," you've already established minor rapport. You will more likely be viewed as an approachable, friendly person. And who doesn't want to work with people who connect with them?


Consider this feedback from a job applicant: "I was told that I got my position because the front-desk folks thought that I was friendly and very welcoming and the other candidates were not. The two receptionists said the CEO always asks for their opinion."

People assume they practice this very basic courtesy of greeting others, but if everybody really were doing so, I wouldn't keep hearing this comment: "I walk around corporate America, and no one says anything!" So I ask you, who is doing the greeting?

Also be mindful of what greetings you use because not all greetings are equally acceptable and people can get offended. I was asked to coach a man who used "Howdy" when he greeted his customers. One of his customers called the vice president to complain that he was acting "too casual" with him.

"Yo!" is not a corporate greeting. Say "Hi" or "Hello" instead. You may hear people greeting others with "Hey!" at work, but this really is too informal for most business situations.

Be aware of your own behavior. Make sure you are greeting and acknowledging others. And if someone says "Hello" to you, you must say "Hello" back. It's not optional. People often tell me that when they do start saying "Hello," people sometimes don't respond. That is just rude—but not everyone realizes that.


1. A bleary-eyed salesperson didn't feel much like talking to anyone when he climbed on the treadmill early in the morning at his conference's hotel gym, but he greeted the man on the machine next to him, anyway, and they spoke for a few minutes. Later in the day, he discovered that his treadmill buddy was the key person he wanted to see at the conference. His good manners had an unexpected payoff—the man was glad to see him again, and they ultimately did business.

Excerpted from THE ESSENTIALS OF BUSINESS ETIQUETTE by Barbara Pachter, Denise Cowie. Copyright © 2013 McGraw-Hill Education. Excerpted by permission of McGraw-Hill Education.
All rights reserved. No part of this excerpt may be reproduced or reprinted without permission in writing from the publisher.
Excerpts are provided by Dial-A-Book Inc. solely for the personal use of visitors to this web site.

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Table of Contents



SECTION I: GREET          


1. What's in Your Name? A Lot!          

2. The Name Game: And You Are ...?          

3. Impressive Introductions          

4. I'd Like You to Meet ... Er ... Um ...          

5. Sorry, Mom: Do Talk to Strangers          

6. Kissing Colleagues: Is It Ever Okay?          

7. The Thumb Joint Connects to the ... Thumb Joint          

8. But ... I Have More Questions About the Handshake          

9. Business Cards in a Social-Media World          

10. Small Talk, Big Talk, and Everything in Between          

11. Go Ahead—Meet New People          

12. Opening Lines ... in the Air and Elsewhere          

13. Help! I'm in a Conversation and I Can't Get Out!          

14. Dodging Too-Personal Conversations          

15. Political Discussions to Avoid at Work          

16. Thank You ... No, Thank You          

17. Thank You Notes Do Matter          

18. Refined Regifting Rules ... Really!          

19. Love Me ... Love Me Not! Office Romance Restrictions          

20. Starbucks Is My Office! Working Remotely          

21. Allow Me ... No, Allow Me: "Helping Etiquette" Guidelines          


22. Body Language: What Your Posture Projects          

23. If Crossing Your Legs Turns Women into Ladies, What Does It Do to Matt

24. Your Hands Are Talking, but What Are They Saying?          

25. Face-Off: Don't Discount Your Facial Expression          

26. Speak Up! We Can't Hear You          

27. The Do-Not-Say List          

28. Why I Think You Should Avoid "I Think"          

29. Is Your Diction Affecting Your Professional Image?          

30. I'm Sorry, I Can't Apologize          

31. Do You Talk Too Much? Let Me Count the Ways!          

32. Be Direct! You're More Likely to Get What You Want          

33. What to Do If You Are Interrupted          

34. Are You Really Going to Wear That?          

35. Just the FACS™, Madam: Business Clothing Essentials          

36. Accessories Are Also Part of Your Work Look          

37. More Questions and Answers About Business Dress          

38. How to Dress for a Promotion          

39. Button That Skirt and Cover That Thigh          

40. Chipped Green Nail Polish and Other Grooming Mistakes          

41. What Do 33 Miners and Your Shoes Have in Common?          

42. Another Clothing Milestone: Have Panty Hose Disappeared from the

SECTION II. EAT          

43. Place Settings: The Secret Language of Dining          

44. So Many Errors, So Little Time to Make Them          

45. Don't Kill Your Career with Your Fork          

46. Avoiding the Seven Deadly Sins of Dining          

47. Be My Guest: Dinner in Three Acts          

48. I'm Not Eating That! Business Meals and Dietary Concerns          

49. Treat the Wait Staff with Respect          

50. Solving the Invitation Dilemma: Kindergarten Rules          

51. The Power of Going to Lunch          

52. Wine Tales: Don't Wave Your Hand over the Glass          

53. But You Had Lobster, and I Only Had Chicken ...          

54. A Table for One? Yes, You Can!          

55. Are There Any Manners for a Food Fight?          

56. Lots of Dining Questions ... No Shortage of Answers          

57. Champagne, Your Career, and the Holiday Party          

58. I'm Too Embarrassed to Go Alone          

59. Etiquette Niceties When Visiting Others          


60. Man, That's Rude! Five Don'ts for All Phones          

61. Man, That's Really Rude!: Tips for Cell Phone Users Only          

62. Have a Normal Ring, Please!          

63. Don't Ruin Ur Career: Texting Guidelines          

64. Is Anyone Listening to Voice Mail?          

65. The Etiquette of Talking to Your Phone          

66. Are Facebook ... Twitter ... Any Social Media Necessary?          

67. Costly Mistakes with Tweets, Posts, and Requests          

68. The Big Three: Where Do You Want to Be?          

69. Has Social Media Taken Over Your Professional Life?          

70. A Blog About Blogs          

71. Social-Media Guidelines for Photographs          

72. Almost as Good as the Real Thing: Skype          

73. Email Etiquette 1: Avoid Saying or Doing the Wrong Thing          

74. Email Etiquette 2: Still Puzzling After All These Years          

75. Are You Putting Yourself Down as You Write?          

76. Three Tips for Writing Email in Today's Casual Workplace          

77. Doing the Write Thing: Always Look for One          

78. Writing for an International Audience? Vive la Difference!          


79. The Workers' Seven Deadly Sins Can Kill Your Career          

80. How Open Are You to Feedback?          

81. Don't Put Yourself Down: Accept Compliments          

82. Toot Your Own Horn          

83. The Importance of Role Models, Mentors, and Networks          

84. Become a Mentor: It's a Two-Way Street!          

85. Internship Tips for My Son ... and Others          

86. Moving On? The Etiquette for Leaving a Job          

87. Just Do It! Job-Hunting Tips          

88. Are You Making Rookie Job-Hunting Mistakes?          

89. I Got the Interview: Now What?          

90. Dressing for an Interview: Do You Look the Part?          

91. Talking Your Way to Success: Presentation Tips          

92. Three Things Not to Say in a Presentation          

93. Dread Presentations? Let's Change That!          

94. Difficult Audience? Try These Suggestions          

95. Help! Someone Is Sleeping During My Talk!          

96. Don't Present Like, You Know, Um, a Young Person          

97. It May Be Funny, but It's Not Assertive          

98. Assert Yourself: Learn to Speak Up at Meetings          

99. Ending the Never-Ending Discussion          

100. Smart Tips When Traveling for Business          

101. I Accept Your Quirks Because You Accept Mine          



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  • Anonymous

    Posted March 21, 2014

    Highly Recommended

    This book is not just for business etiquette but for life etiquette. Everyone should have a copy of this book. It should be part of an education program starting from Junior High to College and also be used on the job as a training tool.

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  • Anonymous

    Posted October 21, 2014

    No text was provided for this review.

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