Etiquette

1. Etiquette The Survival Guide

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

3. 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

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

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

6. 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!”

7. Table Manners“Napkin” • 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.

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

9. Table Manners“Eating” • 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.

10. Table Manners“Passing” • 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.

11. Tableware“The 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.

12. “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 the 4:00 position.

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

14. Quiz Time

15. Question #1 • Nametags are placed on your left shoulder. Appropriate Inappropriate

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

17. Question #2 • You don’t drink, so you decide not to attend the office holiday party. Appropriate Inappropriate

18. 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.

19. Question #3 • A man should hold the door open only for women. Appropriate Inappropriate

20. 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.

21. Question #4 • Answer your telephone promptly, after no more than two rings, and smile. Appropriate Inappropriate

22. 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. • Messages should be returned within 24 hours.

23. Question #5 • When visitors come into your office let them sit wherever they want. Appropriate Inappropriate

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

25. 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

26. 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.

27. 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

28. 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.

29. 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

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

31. Question #9 • If a male is having a business lunch with a female colleague, he pays the bill. Appropriate Inappropriate

32. 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.

33. 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.” Appropriate Inappropriate

34. 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