Prevent disaster at your office holiday party

$$$Start

She is the "Miss Manners" of the business world. And if you want to climb the corporate ladder, you'd better listen to her.

Manners count!

Pay particular attention to this holiday season, when companies host their annual parties.

Party mistakes can lead to office conflicts and embarrassments. In other words, behave yourself, says Barbara Pachter. Your job could depend on it.

Bottom line: You don't want to be the person who's the subject of office gossip after the party.

Barbara Pachter is president of Pachter & Associates. She has delivered more than 1,500 seminars throughout the world. Her client list boasts many of today's most notable organizations -- NASA, Merck & Co., Merrill Lynch, IBM, Special Olympics International, Pfizer, University of Michigan.

Her advice on business communications has been featured in dozens of newspapers and magazines, including Nation's Business, The Philadelphia Inquirer, HR Focus, Entrepreneur, Selling Power, HR Reporter, Training and Development, Global Executive and the Washington Post.

Her areas of expertise include business etiquette, assertive communication skills, presentation skills, conflict management, communication skills and women in the workplace.

Pachter is the author of two, new groundbreaking books: "When the Little Things Count ... And They Always Count" and "The Power of Positive Confrontation."

She is also the co-author of the highly acclaimed "The Prentice Hall Complete Business Etiquette Handbook," considered the definitive guide on the subject. Her books include: "Climbing the Corporate Ladder," "Business Etiquette" and "Minding Your Business Manners."

Back to the office part, and how to prevent disaster at it.

What rules of business etiquette do people violate most?

There are two, says Pachter.

Drinking too much. "One banker told me he got promoted because his boss got drunk at an office party," said Pachter.

Failing to attend an office party. Your absence will be noticed.

Pachter offers a couple of guidelines in preparing for the party.

"Remind yourself that although it is a business/ social situation, it's still business and business rules still apply. And if you have to have a glass in your hand, make it tea, or a soda."

Pachter offers nine guidelines for holiday success:

1. Make sure you attend. Attendance at most company holiday parties is not optional. Your absence will be noticed. And be there on time.

2. Prepare conversation ahead of time. Don't just talk business, be up-to-date on current events.

3. Don't drink too much at your office holiday party. Of all places, the office party appears to be easiest for people to lose control. We've heard horror stories about employees who dance wildly or made inappropriate remarks.

4. Mingle. Talk to people you know and don't know. This is an opportunity to meet new people.

5. Watch your body language. Even if the party is dull, it's bad manners to let others see how bored you may be. Don't frown, slouch, cross arms or yawn.

6. Dress appropriately. It may be a party, but it's still business. Nothing too short, too low or too anything.

7. Prepare your spouse. If you're attending a company holiday party with your spouse, or significant other, prepare him/her in advance on appropriate dress and topics of conversation.

8. Don't forget that your behavior does matter. Have a good time, but don't make personal revelations or gossip. Oh, and don't make the mistake of thinking that just because this is a party, you can address the company president by his/her first name.

9. Say "thank you." Be sure to send a thank-you note to the party's organizer.

Dining mistakes can also often lead to conflicts and embarrassment. Knowing the answer to these six commonly asked questions will help you feel more at ease when eating with colleagues or clients:

Q: I know it's not OK to blow on your soup to cool it off, but can I put ice cubes in it?

A: No. Just wait. It's usually not very long before the soup cools off.

Q: Is it OK to flip my tie over my shoulder while I eat?

A: No. Sit up properly and lean only slightly forward when eating and you won't need to worry about your tie ending up in your food.

Q: I have been putting empty sugar packets back in the container after I use them. I know there must be a better place, but I don't know where.

A: Fold the empty packet and place it under your plate.

Q: If I don't drink and my customer orders one, what do I do?

A: Order an iced tea or a soda. You don't want your guest drinking alone.

Q: I like a lot of pepper, and the pepper shaker usually doesn't flow quickly enough for me. Can I take the top off to pour the pepper on my food?

A: No. Be patient and remember that good food is seasoned by the chef!

Q: Can I drink soda or beer from the bottle at dinner?

A: No. Use a glass.

Consumers' attitude somber toward retailers

It's holiday shopping season and consumers are being urged to spend to jump start a sluggish economy.

But, consumers' moods toward retailers have declined over the past four years, according to a Better Business Bureau (BBB) survey of five metropolitan areas.

Consumers feel only marginally satisfied with the treatment they receive from businesses, according to the study, which was conducted in Buffalo, Memphis, Milwaukee, Seattle and St. Louis.

BBB officials say the overall disposition of respondents reflects the solemn circumstances of the country. The interviews were conducted after Sept. 11.

Results of the survey, which involved the participation of BBB in each of the five cities, were made public last week during a business forum at St. Louis University's John Cook School of Business.

Consumers were asked a general question regarding their degree of happiness. The studies show a "continued erosion in consumer confidence, down dramatically from one year ago and substantially lower since the events of September."

Only 15 percent said they were "very happy," down six points from a similar survey question four years ago. And 20 percent said they were "not too happy," up seven points.

Titled "Consumer Sentiments in a Tough Economy," the study advises business, "particularly in times of turmoil, your customers need reassurance that your company remains committed to providing quality service."

The valuable survey findings can be used by businesses for employee training, strategic plans and every day business practices, said BBB officials.

Assessing the marketplace in general, 40 percent rated their experiences between 8 and 10 on a 10-point scale (where 10 equals very good), while 28 percent rated them in the 1 to 5 range. The results show that customers in the five cities included in this study are only marginally satisfied with the treatment they receive," the study concluded.

Looking at the specific industries that were studied, consumers gave drug stores and pharmacies the highest ratings, with 62 percent giving them marks from 8 to 10. Other industries scoring high included banking (58 percent), grocery stores (58 percent), hardware stores (57 percent) and full-service restaurants (57 percent).

The remaining six industries and the percentage of respondents rating them from 8 to 10 included dry cleaners (51 percent), discount stores (48 percent), clothing stores (48 percent), department stores (43 percent), auto care services (42 percent) and fast food restaurants (26 percent.).

Of consumers who rated a business high, 66 percent said they were "very unlikely" to switch providers, and 79 percent were "very likely" to recommend the business to others. On the other hand, of consumers who rated a business low, only 36 percent said they were "very unlikely" to switch providers.

Regarding a comparison of customer satisfaction among the five cities surveyed, the study concluded, "No one city emerged as 'best' in relative comparisons of consumer perceptions."

Buffalo was rated highly by its respondents in overall treatment and prices, while Seattle and St. Louis were perceived by its residents as especially strong with respect to selection.

The survey was initiated and administered by the St. Louis BBB. The survey was authored by Dr. James E. Fisher and Dr. Mark Arnold of Saint Louis University and Dr. Dennis Garrett of Marquette University.

B. Ray Owen is the business editor for the Southeast Missourian.