1. Etiquette The Survival Guide

2. Objectives To recognize the importance of proper etiquette. To recognize the importance of proper etiquette. To understand the characteristics of proper etiquette. To understand the characteristics of proper etiquette.

3. What is Etiquette? Forms, manners, and ceremonies established as acceptable in a culture. Forms, manners, and ceremonies established as acceptable in a culture. Some organizations have manuals to define acceptable behavior. Some organizations have manuals to define acceptable behavior. Elements include behavior; meeting people; telephone manners; and dining etiquette. Elements include behavior; meeting people; telephone manners; and dining etiquette.

4. Effective use of Etiquette Handshakes Handshakes Introductions Introductions Dining Dining Follow-up Follow-up

5. Handshakes Small gesture = lasting impression. Small gesture = lasting impression. Firm handshake = confidence, honesty professionalism Firm handshake = confidence, honesty professionalism Eye contact a must! Eye contact a must! Use the person’s name. Use the person’s name.

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

7. Example Introduction “Ms. Johnson, I would like you to meet Sean Collins, my co-worker on this account.” “Ms. Johnson, I would like you to meet Sean Collins, my co-worker on this account.” “Sean, this is Ms. Johnson, our new client.” “Sean, this is Ms. Johnson, our new client.”

8. Phone Messages Know why you are calling Know why you are calling Speak slowly & clearly Speak slowly & clearly Leave your name, phone number and brief reason for calling Leave your name, phone number and brief reason for calling Repeat name and number before hanging up Repeat name and number before hanging up

9. Phone Message Example: “Hello Ms. Hoover, my name is Andrea Alfano. We met last week at Webber International University’s career fair. I’m 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 and I can be reached at 863-638-2936. Thank you and I look forward to speaking with you soon!” “Hello Ms. Hoover, my name is Andrea Alfano. We met last week at Webber International University’s career fair. I’m 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 and I can be reached at 863-638-2936. Thank you and I look forward to speaking with you soon!”

10. Dining Etiquette-Details If provided with a name tag always place it on your right side If provided with a name tag always place it on your right side Dress for the occasion/location Dress for the occasion/location

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

12. Table Manners “Ordering” Ask host for suggestions. Ask host for suggestions. Avoid pasta, fried chicken, wraps and other things that are hard to eat. Avoid pasta, fried chicken, wraps and other things that are hard to eat. Avoid high end or low end prices. Avoid high end or low end prices.

13. Table Manners “Eating” Begin eating only after everyone has been served. 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. 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. Taste your food before you season it.

14. Table Manners “Passing” Pass to the right. Pass to the right. It is ok to pass to your immediate left if you are the closest to the item requested. 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. Always pass the salt and pepper together.

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

16. “The Connoisseur” Use a fork for foods on a plate Use a fork for foods on a plate Use a spoon for foods in a bowl (Salad is the exception.) Use a spoon for foods in a bowl (Salad is the exception.) Bring food to your mouth. Bring food to your mouth. Scoop soup away from you. Scoop soup away from you. Cut only one bite at a time. Cut only one bite at a time. When finished eating utensils go on the right at the 4:00 position. When finished eating utensils go on the right at the 4:00 position.

17. Follow-up Write a thank you note within 48 hours. Write a thank you note within 48 hours. Be sure and express your interest and appreciation for the visit. Be sure and express your interest and appreciation for the visit.

18. Quiz Time

19. Question #1 Nametags are placed on your left shoulder. Nametags are placed on your left shoulder. AppropriateInappropriate

20. Question #1 Inappropriate - Name tags are placed on your right shoulder because, when shaking hands, the eye follows the arm up to the tag. Inappropriate - Name tags are placed on your right shoulder because, when shaking hands, the eye follows the arm up to the tag.

21. Question #2 You don’t drink, so you decide not to attend the office holiday party. You don’t drink, so you decide not to attend the office holiday party. AppropriateInappropriate

22. 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. 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.

23. Question #3 A man should hold the door open only for women. A man should hold the door open only for women. AppropriateInappropriate

24. 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. 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.

25. Question #4 Answer your telephone promptly, after no more than two rings, and smile. Answer your telephone promptly, after no more than two rings, and smile. AppropriateInappropriate

26. 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. 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. Messages should be returned within 24 hours. Messages should be returned within 24 hours.

27. Question #5 When visitors come into your office let them sit wherever they want. When visitors come into your office let them sit wherever they want. AppropriateInappropriate

28. Question #5 Inappropriate - Indicate where your visitors should sit. It will make them more comfortable. Inappropriate - Indicate where your visitors should sit. It will make them more comfortable.

29. 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. 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. AppropriateInappropriate

30. 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. 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.

31. 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. It is okay to cut up to four pieces of meat at a time & it is acceptable to butter your entire roll at once. AppropriateInappropriate

32. 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. 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.

33. 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. 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. AppropriateInappropriate

34. Question #8 Inappropriate - Make a habit of holding your drink in your left hand to avoid a "wet" handshake. Inappropriate - Make a habit of holding your drink in your left hand to avoid a "wet" handshake.

35. Question #9 If a male is having a business lunch with a female colleague, he pays the bill. If a male is having a business lunch with a female colleague, he pays the bill. AppropriateInappropriate

36. 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. 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.

37. Question #10 The CEO of your company, Ms. Applegate, walks up to you at a reception where you are talking with one of your clients, Mr. Fox. You say, “Mr. Fox, I’d like you to meet Ms. Applegate, the CEO of our company.” The CEO of your company, Ms. Applegate, walks up to you at a reception where you are talking with one of your clients, Mr. Fox. You say, “Mr. Fox, I’d like you to meet Ms. Applegate, the CEO of our company.” AppropriateInappropriate

38. Question #10 Appropriate – Appropriate – Sample Introduction… “Ms. Johnson, I would like you to meet Scott Jones, my co-worker on this account. “Ms. Johnson, I would like you to meet Scott Jones, my co-worker on this account. Scott, this is Ms. Johnson, our new client.” Scott, this is Ms. Johnson, our new client.” Colleague to customer/client Colleague to customer/client