1. Proper Etiquette & Professional Protocol Presentation Part 2 Part 2 - Presented by: Erma I. Bennett Owner, Manager © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

2. TRAINER – EXTRAORDINAIRE “ENGAGE IN THE ART OF PREPARING, SERVING AND DINING WITH SKILL, POISE AND A FLAIR.”  Erma I. Bennett  Erma I. Bennett is a consummate professional, a woman of integrity, committed to “excellence” in all that she is assigned to do through her administrative gifts and talents.  It is her desire to help others become skilled in the correct (proper) etiquette and protocol required, when receiving and hosting VIPs, notables and influential guests.  Her trainings offered will inspire, as well as, provide others with the (tools) knowledge, confidence and techniques in the “how to” - “do’s & don'ts” of dining & serving.  First Impressions Lasting Impressions  First Impressions can be Lasting Impressions – In this presentation, you will learn how to…“Manage Your Personal Poise & Presence while Presenting a Polished Image!” © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

3. ~  Customized One-on-One or Group Training ~ Consisting of Coaching, Workshops, Mock Dining Experiences, Mock Social Gatherings, Internet PowerPoint Courses ~  Event Planning ~ Conferences, Workshops, Forums, Receptions, etc. ~  Event Servitor ~ Conferences, Workshops, Forums, Receptions, Home & Office Parties, etc. ~  Décor (Interior Design) ~ Home/Office/Sanctuary/Event © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

4.  Do you really have a “servant’s” heart?  Do you love people?  Are there any groups of individuals that you DO NOT regard?  Are you “quick” to judge others?  Are you confident? “correctly” WORK OF A SERVANT If you answered these questions “correctly”, you have a servant’s heart and you are READY for the WORK OF A SERVANT! © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

5. with a smile  This next segment is designed for those who desire to serve, those who will provide service to others with a smile, THOSE WHO DON’T MIND SERVING. (3)S S “SUPER”  Before I proceed in depth in this segment, I want to define three (3) very important “S”’s. These are the “S”’s that you will wear on your chest that deem you “SUPER”. 1. S 1. Servant 2. S 2. Serving 3. S 3. Service © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

6. 1.Servant 1.Servant – “one who serves others (the public), one who performs duties for a person or a home of a employer.” 2.Serving 2.Serving – “the act of helping, waiting on, setting up, attending to, bringing to, to perform, to furnish, to answer.” 3.Service 3.Service – “the occupation or function of serving, the work performed by one that serves, a contribution to the welfare of others, a helpful act. Service is what you provide.” Servant Servant is you (WHO YOU ARE) Serving Serving is what you will be doing (WHAT YOU DO) Service Service is what you will be providing (HOW YOU DO IT) servantserveservice If you can see yourself as a servant, sent to serve, providing a service to others, then you MAY belong in this room. You MAY have all that it takes to operate, to function in this profession, business and line of work! The Defining Moment

7. © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved. Let’s revisit my earlier questions to you: 1.Do you love people? 2.Are there any groups of individuals that you DO NOT regard? SERVANT If you answered “yes” to these 2 very important questions as it relates to SERVANT, SERVING & SERVICE, I’d say, “you possess what it takes to walk, to work, to journey on this road towards being an excellent SERVANT. LOVEREGARD do say LOVE LOVE 1.If you LOVE and REGARD people; then your caring, non-judgmental, carefree, jovial, kind disposition & attitude will give you the patience and tolerance you will need to function in this line of work (profession) in excellence! What will you do when people rub you the wrong way? What will you say when someone addresses you callously? This profession (calling) requires that you LOVE people (ALL PEOPLE) in order for you to put up with the many personalities and dispositions of people that will come your way. LOVE will help you gain “thick skins” when someone treats you like “the hired hand”!

8.  Let’s start with the basic placements of the place setting: © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

9. 1”  Silverware is placed 1” from edge of table left  Forks are placed to the left right  Spoons (including ice tea spoons) & knives are placed to the right  Knives – sharp blade toward the plate  Silverware farthest from the plate is to be used 1 st three  Never place more than three pieces of silverware at either side of the plate  Bring in any other needed silverware on a small tray as the courses are served handles  The server always handles “all” silverware by the handles © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

10. ¾ right  Water glass ¾ full, placed to the right of plate rightwater glass forward  Wine (beverage) glass is placed diagonally to the right of the water glass and slightly forward toward the guest and just above the soup spoon  Wine (beverage) glass should be left empty right neverlifted  Water is refilled & wine is filled from the right and glasses are never lifted by the server when pouring stem removing  Server handles glass/goblet by stem when removing stay  Water & wine (beverage) glasses stay in place throughout the meal © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

11.  Florallow lacy  Floral arrangements are low, lacy obstruct  Tall arrangements obstruct view and discourage across-the-table conversation  Butter before  Butter plates are in place before the guest are seated Place cards formal  Place cards are used for formal luncheons & dinners  Condiments“strategic”  Condiments may be placed at “strategic” places on the dinner table cream “room temperature”  When cream is to be used in coffee, allow cream to reach “room temperature” before serving, cold cream will cool coffee faster

12. right  Honored Guests are seated to the right of the Host (female guest to the right of host, male guest to the left of hostess)  Food is offered first to the female guest of honor, then to the other women. Finally, the men are served, beginning with the male guest of honor  If there is “NO” Special Guest(s) of Honor, reverse the direction of the service every other course, so that the same people are not always served last © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

13. AMERICAguests “wait”  In AMERICA, it is customary for the guests to “wait” until everyone is served and the “Hostess” begins to eat, before everyone else begins to eat EUROPE as soon as  IN EUROPE, it is permissible to start eating as soon as one is served © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

14.  When the guest come into the dining area, the table is ready  The table setting forecast (foretells, predicts), the menu all  Once all the guests are seated, the server begins 1Server6 – 8 guests  There should be 1 Server per 6 – 8 guests  ServerremovesRIGHT replacesLEFT  Server removes plates from the RIGHT, replaces plates on the LEFT © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

15. in place  Seafood cocktail should be in place when guests are seated “iced” on top of  When serving a seafood cocktail, serve in a “iced” glass and place on top of serving plate leave plate intact  Remove cocktail glass when seafood has been eaten (leave plate intact) © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

16. after  Soups are served after appetizers left  Soup is served from left  Soup bowl is placed inside (on top of) serving plate  Crackers, toast are presented & together right  When soup is finished, the “serving plate & the soup bowl/dish” is removed together from the right © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

17. serving tray cart  Salad plates that are already prepared and garnished, can be brought into the dining area on a serving tray or a cart 4  It is “impractical” (unworkable) to serve more than 4 people at a time on serving trays  Second helpings are seldom offered  For larger numbers of guests - 8 or more, attractive platters and corning ware can be placed at each end of the table, so that serving responsibilities are divided amongst the Servers © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

18. platters left  When platters are presented by Servers, they are offered from the left, holding platters with a folded linen napkin with palm of left hand and steadying with right hand serving tools towards  The handles of the serving tools are directed towards the dinner guests © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

19.  Dessert  Dessert is derived from the French word “desservir” which means “to clear the table” after  So…dessert is what we eat after the meal has been cleared from the table!  Dessertbefore  Dessert is normally offered before coffee behind  Empty coffee cups are parallel to the cup handle, saucers with spoon on saucer behind the cup and placed to the right of the guest “all” filled left  After “all” the cups are placed, they are filled by the Server, afterwards sugar and cream are offered on a small tray from the left side of the guest © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

20. House Parties  During House Parties, coffee may be served in the living room after the desserts  During Informal Teas, the Hostess pours and serves  During Formal Teas, friends of the Hostess sit and Hostess serves at the end of the table © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

21.  Buffets large groups  Buffets are the BEST service for large groups  Servers should pre-cut meat such as turkey, ham and salmon dishes into individual portions  Servers should pre-slice cakes into individual portions as well  If serving table is too crowed, place the water, beverages and hot drinks on separate serving table  Tables can be adorned with candles and flowers for a dramatic look  Guests proceed to tables which are already set  At Events serve  At Events - SERVERS serve the guests  House Parties  House Parties - Host/Hostess serves the guests © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

22.  Cookouts  Cookouts are the least complicated ways to entertain!  NO FUSS, NO RULES – it could get MESSY but it’s “foolproof”! (Every Woman for Herself)  And EVERY MAN FOR HIMSELF, (Every Woman for Herself) ! © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

23.  Setting  Setting – the articles of tableware for setting a place at a table  Tableware  Tableware – utensils (china, glass, or silver) for table use  Place Setting  Place Setting – a table service for one person  Placemat  Placemat – a small table mat on which a place setting is laid  Place Cards  Place Cards - small cards bearing the names of guests and set at the place that each is to occupy at a table  Serving Table  Serving Table – a small table used to place drinks such as water, beverages, hot drinks  Servitor  Servitor – one who serves  Condiments  Condiments – used to enhance the flavor of food such as mustard, mayonnaise, relish, ketchup  Cutlery  Cutlery – implements for cutting and eating food (butter, steak, carving knives)  Flatware  Flatware – eating and serving utensils (knives, forks, spoons) © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved.

25. TRAINER–EXTRAORDINAIRE TRAINER – EXTRAORDINAIRE  Thank you serve” “beauty” “Making Your First Impressions Lasting”!  Thank you for allowing me to “serve” you. I hope that you will find “beauty” in what has been presented, and go out into the world and make an impression upon those you too seek to serve, “Making Your First Impressions Lasting”! Blessings always, Erma I. Bennett The Protocol Professional Erma I. Bennett © Copyright 2012 The Protocol Professional, LLC. All Rights Reserved. Photo of Erma I. Bennett & Tara Parker Dec. 2010