Slide 1: Etiquette Slide 2: Etiquette ?
Webster’s dictionary defines it as “the forms , manners, and ceremonies established by convention as acceptable or required in social relations, in a profession, or in official life.” Manners
Thought Slide 3: Where Etiquette is required Personal
Home, Schools, College
Office When Etiquette is required Part of your life
You and the environment Slide 4: Why Etiquette is required ? Professional etiquette - must for Career
builds leadership, quality, business & careers
It refines skills needed for exceptional service Without Etiquette
You limit your potential
Risk your image
Jeopardize relationships Slide 5: Differentiates them in competitive market
Honors Commitments to quality and excellence
Enables them to be confident in a variety of settings with a variety of
people from all walks of life
Modifies distracting behaviors and develops admired conduct How Etiquette Pays Off ! Slide 6: Factors Influencing Etiquette Physical
External Appearance Schooling
Marital life Psychological Childhood Origin Parental Heredity Slide 7: Your Behavior Making Right Friends
Cultivating the charm
Class & Quality
Enemy - The Anger
Patience Tolerance - Carrier Slide 8: Personal Hygiene
Jewellery Mind & Soul
Prefered Liked Loved
Talking while standing
Sitting in Groups PERSONAL ETIQUETTE Slide 9: Personal Etiquette Dress Codes Informal Formal Simplicity
Sense of Taste
Dressing for Occasions Slide 10: Empathy
Heredity Family Etiquette Slide 11: Basic Etiquette for a happier home Don’t nag
Don’t try to make your partner over
Give honest appreciation
Pay little attentions
Don’t be Ignorant
Know first - Talk next Slide 12: You Office Codes Behavior
Rules & Regulations
Policies & Principles
Regularity / Punctuality
Organising your day
Uniform / Dress Codes
Reporting for duty
Greetings OFFICE ETIQUETTE Subordinates
Casual / Contract Workers Bosses
Superiors Slide 13: First Name - Formal Style
Official Introductions - Acknowledgements
Managing The Boss
Gossips / Yapping
Conflicts / Disputes / Memos Timings
Answering a phone
Taking a message - Holding -
Short - Crisp - Clear communications
Ending a Conversation
Voice Mail Slide 14: Some Basics of Office Etiquette Some principles which office employees can utilize to make a
contribution follows Be polite, pleasant and courteous when answering the telephone
Answer promptly any telephone that rings in the office
Avoid blowing and popping gum in the office
Be discrete when coughing or yawning
Avoid applying makeup at the desk
Use positive body language
Avoid eating at your desk when dealing with public
Be tactful with rude people
Avoid personal conversation when a client is waiting Slide 15: Etiquette for Reprimanding & Counseling Begin with praise and honest appreciation
Call attention to people’s mistakes indirectly
Talk about your own mistakes before criticizing the other person
Ask questions instead of giving direct orders
Let the other man save his face
Praise the slightest improvement and praise every improvement.
Be “hearty in your approbation and lavish in your praise”
Give the other person a fine reputation to live up to
Use encouragement. Make the fault seem easy to correct\
Make the other person happy about doing the thing you suggest Slide 16: Other things office employees should watch out for follow Be punctual
Avoid annoying habits
Discourage personal office visitors
Do not use strong perfume or cologne
Do not wear noisy jewellery
Be tactful with rude people In fact, the efforts of employees will be more fruitful and effective if
each practices the common maxim
“treat a person the way you wanted to be treated” Slide 17: Smile It costs nothing, but creates much
It enriches those who receive, without improvishing those who give
It happens in a flash and the memory of it sometimes lasts forever
None are so rich they can get along without it, and none so poor but
are richer for its benefits. Slide 18: Etiquette to make People Like You Become genuinely interested in other people
Remember that a man’s name is to him
Be a good listener. Encourage others to talk about themselves.
Talk in terms of the other man’s interest.
Make the other person feel important - and do it sincerely. Slide 19: Etiquette to win People in your way The only way to get the best of an argument is to avoid it
Show respect to other man’s opinions. Never tell a man he is wrong
If you are wrong, admit it quickly and emphatically
Begin in a friendly way
Get the other person saying “yes, yes” immediately
Let the other man feel that the idea is his
Try honestly to see things from the other person’s point of view
Be sympathetic with the other person’s ideas and desires
Appeal to the nobler motives
Dramatize your ideas
Throw down a challenge Slide 20: Hotels
Down town / Business / Transit Hotels
Classification Hotel Etiquette Slide 21: Clean my Room Card
Do not Disturb Card
Shoe shine strip
Bottle openers Stationary folder containing
Guest Comments form
Ash tray with match box on coaster
Candle stand with candle on coaster
Room Service Menu Breakfast card hanger
Business Centre pamphlet
Sewing kit GUEST SUPPLIES / ROOM SUPPLIES Slide 22: Directory of service
Telephone Directories with covers
Soap basket with choice of 3 soaps
Bathroom tumblers with glass covers on coasters Bed room slippers
Good night chocolate
Personalised stationery folder in suites
Cookies GUEST SUPPLIES / ROOM SUPPLIES Slide 23: Bath Towels
Bath Rug LINEN Slide 24: Dining Etiquette Table settings are like road maps that guide you through
the courses of a meal.
Forks are placed to the left of the plate
Glasses or crystal stem-ware are to the right of the dinner plate.
Knives and spoons are placed at the right side of the plate.
Remember the “etiquette rule”, solids to the left, liquids to the right.
During the courses of a meal you pick up the silverware pieces from the outside in, toward your plate.
When posting a dinner, don’t forget your guest’s special dietary needs.
Do try a little of everything on your plate.
Napkins are to remain on your lap until the completion of the meal.
Do compliment the host/ess on the preparation, tastiness or presentation of the meal Slide 25: Basic Table Manners Beginning of the meal
It is best to order foods that can be eaten with a knife and fork. Finger foods can be messy and are best left for informal dinning.
Do not order alcoholic beverages.
Do not smoke while dining out.
Sit up straight at the table. It makes a good impression.
Do not season your food before you have tasted it.
Never chew with your mouth open or make loud noises when you eat.
Do not slurp soup from a spoon. Spoon the soup away from you when you take it out of the bowl and sip it from the side of the spoon. If your soup is too hot to eat, let it sit until it cools; do not blow on it. Slide 26: When ordering or serving wine :
Red wine generally is served with red meat; white wine with poultry or fish.
A wine’s sugar content shouldn’t rival Captain Cruch.
Nice people don’t drink Ripple, Thunderbird or “Mad Dog”
Sweet and fortified wines should be served with dessert, not the main course.
If it is your main course, get help
If you feel the need to reach for the last piece of chicken, do so at your own risk. Impalement is an ugly thing.
“Finger-lickin’ good” is a slogan, not a suggestion.
Napkins and sleeves are not interchangeable. Neither are shirttails and tissues, for that matter.
If offered a lobster bib, by all means take advantage of it.
Yes, you are supposed to eat that sprig of parsley decorating your plate. Think of it as an organic,after-dinner mint. Slide 27: Basic Table Manners If food gets caught between your teeth and you can’t remove it with your tongue, leave the table and go to the mirror where you can remove the food from your teeth in private.
You should not leave the table during the meal except in an emergency.
Something that you need which cannot be reached easily, politely ask the person closest to the item you need to pass it to you.
Dropping down of silver ware
Food spillage off your plate
Removing inedible from the mouth
Offering food at table
Finger Bowls Slide 28: Foods to be taken by hands Bacon
Chips, French fries, Fried Chicken, and Hamburgers
Hors d”Oeuvres, Canapse, Crudites
Small fruits and Berries on the stem
Snacks Slide 29: Cocktail Etiquette Cocktails and Cocktail Party - Guests are mostly standing and dress attire can range from business to casual.
Cocktail Buffet - Small tables and chairs are set up for guests after they fill up their plates at the buffet station. The attire is usually formal or business attire. This event can last 2-3 hours.
Cocktail Reception - The most formal event. Attire is very dressy for women and usually black tie for men. The reception can be held for a distinguished guest of honor or event, such as an opening of a new performing arts center or film premier. There is so much food that the reception can count as dinner and Champagne is always served. Slide 30: Tips to maneuver your way as a guest at a cocktail party Do some research on the guests attending the cocktail party. ‘Small talk’ will be much easier for you.
Determine what your goals are. Whether you are social or business networking, keep in mind your goal(s) in attending this party.
Do extend your hand and introduce yourself to unfamiliar guests. Maintain eye contact during introductions and conversations.
Circulate (make the rounds) a little before you head to the bar or buffet table. Food and drink should not be the main goals.
Don’t get drunk.
Do keep conversations away from sex, politics and religin.
Keep drinks and food in your left hand. Your right hand will be free for meeting, greeting and departure.
If attending a cocktail party in a private home, treat household staff with dignity and respect.There are to be no personal or special requests from you to the staff. Slide 31: Some Common-Sense do’s and don’ts for dinner : When at a dinner party, don’t expectorate on the floor...unless the hostess does first.
Never eat peas with your knife, unless mashed potatoes are served as well.
Do not ask for something which is irrelevant or N.A.
Chew with your mouth closed. Everyone else at the table already knows what you are having for dinner
Conversation at the table should be light, witty and extemporaneous. Death, diapers and delivery are not acceptable topics.
If your infant must eat with you and your guests and junior spits his pablum all over your great aunt’s Dior gown, please don’t try to pass it off by saying: “Isn’t he the outest thing...and so smart, too!”
“Only cannibles eat standing up.” Slide 32: What is the proper way to shake hands ?
What exactly does RSVP mean
How early should you begin teaching children etiquette
For an upcoming dinner party, I plan to give flowers as a hostess girl. That’s correct, isn’t it ?
When hosting clients from overseas, where should I take them for dinner ?
I’ve noticed a lot of women wearing open toe stiletto sandals at formal functions in the dead of winter. Is this appropriate ? Other General FAQ’s on Etiquette Slide 33: What should you do if you are served a dish at a party that gives you an allergy?
If the host is not looking, should you help yourself to another drink from the bottle?
If you are seized by a coughing fit during the meal, what should you do?
Your host has offered you tea which you do not drink at all
You are invited to a cocktail party but you do not drink FAQ’s At Party Slide 34: You have gone to a restaurant where you find the service is very poor. Calling the waiter is very difficult. What can you do?
You have seen the waiter dipping his finger in your finger bowl before bringing it to you. You do not like it. What do you do?
You go to an expensive restaurant for lunch with a not-too-rich friend. You want to pick up the tab, so as not to burden him financially. He, on the other hand, insists on paying the entire amount from his own packet. What should you do? FAQ’s Eating Out Slide 35: You have entered your train compartment in a hurry and knocked over someone’s water pitcher. Of course, it broke. The traveller is a lady with two children. What should you do?
You have gone to see a movie and the person behind you is constantly talking loudly and disturbing you. FAQ’s Travelling Your boss who is otherwise very nice is very short-tempered at times. One day he shouts at you in front of a group of visitors. You feel humiliated. What will you do? FAQ’s At Work Slide 36: Etiquette Thank you!