Etiquette

1
Etiquette

• The Survival Guide

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Objectives

• To recognize the importance of proper etiquette.
• To understand the characteristics of proper
  etiquette.

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What is Etiquette?

• Forms, manners, and ceremonies established as
  acceptable in a profession.
• Some organizations have manuals to define
  acceptable behavior.
• Elements include work behavior meeting people
  telephone etiquetteand etiquette for meetings,
  dining and correspondence.

4
Effective use of Etiquette

• Handshakes
• Introductions
• Dining
• Follow-up

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Handshakes

• Small gesture lasting impression.
• Firm handshake confidence, honesty
  professionalism
• Eye contact a must!
• Use the persons name.

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Introductions

• Younger person to an older
• Nonofficial to official
• Junior to senior executive
• Colleague to customer/client
• Peer in your organization to peer in another
  organization

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Example Introduction

• Ms. Johnson, I would like you to meet Scott
  Jones, my co-worker on this account.
• Scott, this is Ms. Johnson, our new client.

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Phone Messages

• Speak slowly clearly
• Leave your name, phone number and brief reason
  for calling
• Know why you are calling
• Repeat name and number before hanging up

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Phone Message Example

• Hello Mr. Torres, my name is Andrea Alfano.
  We met last week at Webber International
  Universitys career fair, and Im calling to
  follow up with you on the internship position we
  discussed. I can be reached at 863-638-2936.
  Again, this is Andrea Alfano from Webber
  International University and I can be reached at
  863-638-2936. Thank you and I look forward to
  speaking with you soon!

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Dining Etiquette

• Table Manners
• Tableware

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Table MannersNapkin

• Place napkin in your lap immediately after the
  last person has been seated at your table.
• Do not shake it open.
• Fold to your waist.
• Napkin on your chair.
• Finished eating - place napkin to the right of
  the plate.

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Table MannersOrdering

• Ask host for suggestions.
• Avoid pasta, fried chicken, wraps and other
  things that are hard to eat.
• Avoid high end or low end prices.

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Table MannersEating

• Begin eating only after everyone has been served.
• Bread and rolls should be broken into small
  pieces. Butter only one or two bites at a time.
• Taste your food before you season it.

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Table MannersPassing

• Pass to the right.
• It is ok to pass to your immediate left if you
  are the closest to the item requested.
• Always pass the salt and pepper together.

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TablewareThe essentials

• Always start on the outside and work inward.
• Utensils at the top of your place setting are for
  dessert.
• Your glasses are to the right.
• Your bread plate is to the left.
• Leave coffee cup upside down if you do not want
  coffee.

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The Connoisseur

• Use a fork for foods on a plate
• Use a spoon for foods in a bowl (Salad is the
  exception.)
• Bring food to your mouth.
• Scoop soup away from you.
• Cut only one bite at a time.
• When finished eating utensils go on the right at
  400.

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Follow-up

• Write a thank you note within 48 hours.
• Be sure and express your interest and
  appreciation for the visit.

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Business Etiquette Quiz

• Divide in groups of 4
• Decide on a spokesperson for the group
• Decide whether or not each action is appropriate
  or inappropriate

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Question 1

• Nametags are placed on your left shoulder.
• Appropriate Inappropriate

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Question 1

• Inappropriate - Name tags are placed on your
  right shoulder because, when shaking hands, the
  eye follows the arm up to the tag.

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Question 2

• You dont drink, so you decide not to attend the
  office holiday party.
• Appropriate Inappropriate

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Question 2

• Inappropriate - Not attending shows disrespect.
  Most company-sponsored events are done to build
  team spirit or to accomplish other company goals,
  so you should attend for a little while.

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Question 3

• A man should hold the door open only for women.
• Appropriate Inappropriate

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Question 3

• Inappropriate - Business etiquette is based on
  position, not gender. Doors should be held open
  for people more senior in rank. Ideally, the
  person who gets to the door first should hold it
  open for all who follow.

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Question 4

• Answer your telephone promptly, after no more
  than two rings, and smile.
• Appropriate Inappropriate

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Question 4

• Appropriate - Your tone of voice changes when you
  smile - try it. Answering on two rings or less
  makes you look efficient and the caller feel
  important.

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Question 5

• When visitors come into your office, let them sit
  wherever they want.
• Appropriate Inappropriate

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Question 5

• Inappropriate - Indicate where your visitors
  should sit. It will make them more comfortable.

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Question 6

• You are having a face-to-face conversation with
  someone and your cell phone rings. You should
  say, Excuse me and then answer your phone.
• Appropriate Inappropriate

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Question 6

• Inappropriate - By answering the phone, you have
  just shown that the unknown caller is more
  important than the current conversation. If you
  are expecting a truly important call, tell that
  to the person you are speaking with ahead of time.

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Question 7

• It is okay to cut up to four pieces of meat at a
  time. It is acceptable to butter your entire roll
  at once.
• Appropriate Inappropriate

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Question 7

• Inappropriate - You should cut only one piece of
  meat at a time. Never butter an entire roll or
  piece of bread instead, break off a piece as you
  want to eat it and butter only that piece.

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Question 8

• You are holding a drink in your right hand when
  you are introduced to a client. You quickly move
  your drink to your left hand, wipe your hand off
  on your pants and offer a firm handshake.
• Appropriate Inappropriate

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Question 8

• Inappropriate - Make a habit of holding your
  drink in your left hand to avoid a "wet"
  handshake.

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Question 9

• If a male is having a business lunch with a
  female colleague, he pays the bill.
• Appropriate Inappropriate

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Question 9

• Inappropriate - Gender is not important. The
  person who benefits from the lunch pays the bill
  normally this person did the inviting. If you
  are the guest, do not offer to pay the bill or
  tip. A thank you note within two days is always
  appropriate.

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Question 10

• The CEO of your company, Ms. Applegate, walks up
  to you at a reception where you are talking with
  a client, Mr. Fox. You say, Mr. Fox, Id like
  you to meet Ms. Applegate, the CEO of our
  company.
• Appropriate Inappropriate

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Question 10

• Appropriate
• Sample Introduction
• Ms. Johnson, I would like you to meet Scott
  Jones, my co-worker on this account.
• Scott, this is Ms. Johnson, our new client.
• Colleague to customer/client