Etiquette & Manners:

ETIQUETTE & MANNERS: Social rules for the professional

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No matter what the situation, social etiquette rules should be followed.

When should you be particularly aware of your manners? 2

EVERY SITUATION! 3

Consider some of the benefits of etiquette…  Gives professionals the

tools to impress clients and colleagues.

 It puts others at ease

so that business can be conducted.

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and…  Helps to establish

rapport with others more easily.

•Gives the organization an overall polished, professional image.

 Builds confidence

and helps create a winning style.

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and Possessing a high level of etiquette knowledge and skills builds confidence and instills the perception of trustworthiness in others.

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Introductions  When you are

speaking with someone you know and someone new approaches, always make an introduction.

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When making an introduction…  Give a piece of

information about the person—it can be a conversation starter.

“This is Sue, she just opened a new store in town.” 8

What?  LISTEN to and

concentrate on conversations— don’t just wait for your turn to talk!

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Don’t Jump!  Resist the urge to

jump into a conversation when someone pauses in thought. Wait a second or two, then respond.

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Just a peck will do.  A kiss on the cheek as

a greeting is okay at a holiday gathering or a convention when you haven’t seen the person in awhile.

 Resist the smooch in a

purely business setting.

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Smile, you’re on Candid Camera!  Be an active listener

—smile, nod, make eye contact and agree when appropriate.

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My Space  Respect a person’s

personal space—don’t get too close! If you can smell lunch on their breath—you may be too close!

 Give them a breath

mint!

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Build your vocabulary!  Avoid vulgar

references and swear words.

 Poor language IS

NOT professional and offends some.

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Networking Based on the success of your first impression, the other person will determine whether or not you are worthy enough for them to continue investing themselves in developing a relationship with you and your company.

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Mind your own business!  Don’t ask personal

questions!

Like… How much did that cost? Why did they divorce? Did you get a raise?

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You’ve got to be kidding!  Gossip—keep it to

yourself!

 Gossip: Everyone

wants to hear it until it’s about them!

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Hold the door.  Whoever (guy or

gal) gets to the door first should open it and hold for others who are following.

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The door is closing…  At an elevator, those

in the elevator should get off before anyone else get on.

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Meeting Seating

 Generally the

chairperson sits at the end of the table farthest from the entrance.

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Does anyone know what time it is?  If you are attending the

meeting—be on time!

 On time means arriving

a few minutes BEFORE the meeting begins.

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Who’s in charge of this meeting?  If you are leading a

meeting ARRIVE EARLY! Check the room’s temperature, lighting, and arrangement.  Get yourself organized.  Greet the participants as they arrive.

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Keep your Word.  Do what you promised you would

do!

Make that phone call! Write that note! Make the arrangements!

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H2O  Always thirsty? See a doctor!  Having a bottle of water is

alright if water is available to others.

 If you’re the only one—put it

away!

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Placing a telephone call…  If you’re making a

call, identify yourself first, then ask to speak to the person you’re trying to reach.

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When you finally reach the person…  Before you jump into

a deep conversation, ask if they have time to talk.

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If you’re on the phone and another call comes in…  Always ask if it’s

alright to put them on hold.

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Sign Language?

 Do not interrupt

someone on the telephone by gesturing, speaking or writing them notes!

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What about voicemail?  If you must leave a

message, state your name (spell if they don’t know you), phone number, date and reason for the call.  Repeat your phone number at the end— SLOWLY.

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You’re Ringing  When you are in ANY

meeting, turn off your cell phone ringer—accept voicemail and text messaging only!

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Can you hear me now?  If you MUST take a call in

a public place—try to move to a more private space.

 Hearing one-sided

conversations alienates the person NOT in the conversation!

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I can’t talk now, but…  If you must talk in a

public place (bus, elevator, airplane etc.) keep it short and discreet.

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Rapid Response  Forget junk mail and

forwards, but ALWAYS respond to a real message on your e-mail.

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watch wat u say  While our Internet

culture is full of shorthand, check your e-mail for grammatical, capitalization and spelling errors! In business—no shorthand!

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Moving?  Close your e-mail

address at an old job and have them forwarded to an appropriate person.  Let everyone know your new e-mail address.

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No eating with your fingers!  During the first course of

the meal, use the utensils on the outside.

 For example, the salad

arrived, use the fork on the far left. Entrée arrives, the next fork.

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I want to eat my dessert!

 When wanting to eat

your dessert, use the utensils that were placed above the plate.

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Put the napkin where?  Open the napkin,

refold in half and place in onto your lap with the fold away from you.

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How did that get on the floor?  If your utensils or

napkin fall, DO NOT crawl around on the floor to retrieve—flag down a waiter and ask for another.

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I can’t eat another thing.  Finally done

eating?

Place all of your utensils on the plate with the tip of the fork and knife across the plate, pointing at 11 o’clock.

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Chop sticks or Chop Suey?  Eat your Chop Suey

(or any other food) with chop sticks ONLY if you already know how to use them—learning in front of someone can be ugly!

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What’s in my Mouth?  Great meal when— all

of a sudden you realize something in your mouth needs to come out!

 Cover your mouth

with a napkin and get it out—discreetly!

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Doing lunch?  Whoever invites a

colleague or client to a business lunch pays for it— that includes the tip, coat check and parking if necessary.

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Where to Lunch  Select a restaurant that

is conducive to conducting business.

 The restaurant should

be centrally located for both, or close to the guests’ office.

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Mirror, mirror on the wall…  Don’t primp at a

restaurant table or in public.

 Use the restroom to

groom!

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Party time!  Have fun, but

maintain control!

DO NOT get drunk hit on a co-worker stay at the buffet

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Warning: DO NOT PICK  at your teeth.  at your face.  your nose.  on your friends.

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Never, Never, Never…  Burp  Snort

In general: DO NOT make ANY bodily noises that are rude and disgusting!

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Allergies and colds happen, but…  DO NOT blow your

nose at a table. It’s alright to pat your nose with a tissue. Otherwise, excuse yourself and find a place away from others.

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Finally…  Take time to say “please” and “thank

you” more often.

 Don’t forget to say “Hello” rather than

“Hi”.

 Say “you’re welcome” rather than “no

problem.”

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and always…

S M I L E 51