Etiquette

EtiquetteEtiquette

The Survival GuideThe Survival Guide

What Is Etiquette?What Is Etiquette?

Forms, manners, and ceremonies Forms, manners, and ceremonies established as acceptable in a established as acceptable in a profession.profession.

Some organizations have manuals to Some organizations have manuals to define acceptable behavior.define acceptable behavior.

Elements include work behavior; Elements include work behavior; meeting people; telephone meeting people; telephone etiquette;and etiquette for meetings, etiquette;and etiquette for meetings, dining and correspondence.dining and correspondence.

IntroductionsIntroductions

Younger person to an olderYounger person to an olderNonofficial to officialNonofficial to official Junior to senior executiveJunior to senior executiveColleague to customer/clientColleague to customer/clientPeer in your organization to peer in Peer in your organization to peer in

another organizationanother organization

Example IntroductionExample Introduction

““Ms. Johnson, I would like you to Ms. Johnson, I would like you to meet Scott Jones, my co-worker meet Scott Jones, my co-worker on this account. on this account.

Scott, this is Ms. Johnson, our new Scott, this is Ms. Johnson, our new client.”client.”

Phone MessagesPhone Messages

Speak slowly & clearlySpeak slowly & clearlyLeave your name, phone number and Leave your name, phone number and

brief reason for callingbrief reason for callingKnow why you are callingKnow why you are callingRepeat name and number before Repeat name and number before

hanging uphanging up

Phone Message Example:Phone Message Example: “ “Hello Mr. Torres, my name is Andrea Hello Mr. Torres, my name is Andrea

Alfano. We met last week at Webber Alfano. We met last week at Webber International University’s career fair, International University’s career fair, and I’m calling to follow up with you and I’m calling to follow up with you on the internship position we on the internship position we discussed. I can be reached at 863-discussed. I can be reached at 863-638-2936. Again, this is Andrea Alfano 638-2936. Again, this is Andrea Alfano from Webber International University from Webber International University and I can be reached at 863-638-2936. and I can be reached at 863-638-2936. Thank you and I look forward to Thank you and I look forward to speaking with you soon!”speaking with you soon!”

Table MannersTable Manners“Napkin”“Napkin”

Place napkin in your lap immediately Place napkin in your lap immediately after the last person has been seated after the last person has been seated at your table.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 Finished eating - place napkin to the

right of the plate.right of the plate.

Table MannersTable Manners“Ordering”“Ordering”

Ask host for suggestions.Ask host for suggestions.

Avoid pasta, fried chicken, wraps and Avoid pasta, fried chicken, wraps and other things that are hard to eat.other things that are hard to eat.

Avoid high end or low end prices.Avoid high end or low end prices.

Table MannersTable Manners“Eating”“Eating”

Begin eating only Begin eating only after everyone has after everyone has been served.been served.

Bread and rolls Bread and rolls should be broken should be broken into small pieces. into small pieces. Butter only one or Butter only one or two bites at a time.two bites at a time.

Taste your food Taste your food before you season it.before you season it.

Table MannersTable Manners“Passing”“Passing”

Pass to the right.Pass to the right.

It is ok to pass to your immediate left if It is ok to pass to your immediate left if you are the closest to the item you are the closest to the item requested.requested.

Always pass the salt and pepper Always pass the salt and pepper together.together.

TablewareTableware“The Essentials”“The Essentials”

Always start on the outside and work Always start on the outside and work inward.inward.

Utensils at the top of your place Utensils at the top of your place setting are for dessert.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 Leave coffee cup upside down if you

do not want coffee.do not want coffee.

““The Connoisseur”The Connoisseur”Use a fork for foods on a plateUse a fork for foods on a plateUse a spoon for foods in a bowl (Salad Use a spoon for foods in a bowl (Salad

is the exception.)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 When finished eating utensils go on

the right at 4:00.the right at 4:00.

Follow-upFollow-up

Write a thank you note within 48 Write a thank you note within 48 hours.hours.

Be sure and express your interest Be sure and express your interest and appreciation for the visit.and appreciation for the visit.

Business Etiquette QuizBusiness Etiquette Quiz

Divide in groups of 4Divide in groups of 4Decide on a spokesperson for the Decide on a spokesperson for the

groupgroupDecide whether or not each action is Decide whether or not each action is

appropriate or inappropriateappropriate or inappropriate

Question #1Question #1

Nametags are placed on your left Nametags are placed on your left shoulder.shoulder.

AppropriateAppropriateInappropriateInappropriate


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


You don’t drink, so you decide not to You don’t drink, so you decide not to attend the office holiday party.attend the office holiday party.



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


A man should hold the door open A man should hold the door open only for women.only for women.



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


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



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


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



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


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



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


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



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


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



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


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



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


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



Appropriate – Appropriate –

Sample Introduction…Sample Introduction…

“ “Ms. Johnson, I would like you to meet Ms. Johnson, I would like you to meet Scott Jones, my co-worker on this Scott Jones, my co-worker on this account. account.

Scott, this is Ms. Johnson, our new Scott, this is Ms. Johnson, our new client.”client.”

• Colleague to customer/clientColleague to customer/client

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Etiquette