Etiquette ?Webster’s dictionary defines it as “the forms , manners, andceremonies established by convention as acceptable orrequired in social relations, in a profession, or in officiallife.” • Manners • Coded Behavior • Character • Habits • Thought
Where Etiquette is required • Personal • Family • Home, Schools, College • Social, Cultural • OfficeWhen Etiquette is required • Part of your life • You and the environment
Why Etiquette is required ?•Professional etiquette - must for Career•builds leadership, quality, business & careers• It refines skills needed for exceptionalservice Without Etiquette • You limit your potential • Risk your image • Jeopardize relationships
How Etiquette Pays Off ! • 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
Your Behavior Making Right Friends Cultivating the charm Class & Quality Enemy - The Anger Patience Tolerance - Carrier
PERSONAL ETIQUETTEPersonal Hygiene Postures• Skin •Sitting• Hair • Standing• Hands Nails • Talking while standing• Tooth • Good Posture• Feet • Impatience• Shoes • Sitting in Groups• Hose• Uniform Mind & Soul• Jewellery Thoughts Habits Character Attitudes Prefered Liked Loved Purpose
Personal Etiquette • Simplicity • Sense of Taste Informal • Fitting InDress Codes • Color Blending Formal • Accessories • Dressing for Occasions
Family Etiquette Parents Sisters You Brothers Second Relatives Third Relatives• Empathy Relatives• Sympathy • Rights• Responsibility • Good Will • Respect • Mutuality • Status • Advantages • Heredity • Disadvantages
Basic Etiquette for a happier home• Don’t nag• Don’t try to make your partner over• Don’t criticize• Give honest appreciation• Pay little attentions• Be courteous• Don’t be Ignorant• Know first - Talk next
Bosses OFFICE ETIQUETTE Superiors Office Codes Behavior Rules & Regulations You Policies & PrinciplesSubordinates Regularity / PunctualityCasual / Contract Workers Organising your day Uniform / Dress Codes Reporting for duty Greetings
First Name - Formal StyleOfficial Introductions - AcknowledgementsBusiness Cards • TimingsTelephone Manners • Answering a phone • IdentityHelping Colleagues • Taking a message - Holding - Short - Crisp - Clear communicationsManaging The Boss • Returning Calls • Wrong NumbersHandling Subordinates • Long Conversation • Ending a ConversationHandling Rivals • Misuse • Voice MailGossips / YappingConflicts / Disputes / Memos
Some Basics of Office EtiquetteSome principles which office employees can utilize to make acontribution 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
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
Other things office employees should watch out for follow • Be punctual • Avoid annoying habits • Practice teamwork • 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”
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.
Etiquette to make People Like You• Become genuinely interested in other people• Smile• 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.
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 iswrong• 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
Hotel EtiquetteHotelsDown town / Business / Transit HotelsResorts ProfileMotels Product Service Categorization & Classification
GUEST SUPPLIES / ROOM SUPPLIES• Clean my Room Card • Stationary folder containing• Do not Disturb Card • Letter Heads• Hotel Rules • Envelopes• Fire Plan • Guest Comments form• Hangers • Post Cards• Bath robe • Telex forms• Laundry Bags • Scribbling pad• Laundry list • Pen• Shoe shine strip • Ash tray with match box on coaster•Water glasses • Candle stand with candle on coaster• Bottle openers • Magazines • Room Service Menu • Breakfast card hanger • Business Centre pamphlet • Sewing kit
GUEST SUPPLIES / ROOM SUPPLIES•Directory of service• Telephone Directories with covers• Soap basket with choice of 3 soaps• Shower caps • Bed room slippers• Shampoo • Good night chocolate• Bubble bath • Guest soap• Moisturizer • Personalised stationery folder in• Tooth paste• Tissue box suites • Fruits• Toilets rolls • Flowers• W.C. band • Soft drinks• Bathroom tumblers with glass • Cookiescovers on coasters
LINEN •Bath Towels • Hand Towels • Face Towels • Bath Mat • Bath Rug
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 theright.• During the courses of a meal you pick up the silverware piecesfrom the outside in, toward your plate.• When posting a dinner, don’t forget your guest’s special dietaryneeds.• Do try a little of everything on your plate.• Napkins are to remain on your lap until the completion of themeal.• Do compliment the host/ess on the preparation, tastiness orpresentation of the meal
Basic Table Manners• Beginning of the meal• Posture• Eating Soup•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 youeat.•Do not slurp soup from a spoon. Spoon the soup away from youwhen you take it out of the bowl and sip it from the side of thespoon. If your soup is too hot to eat, let it sit until it cools; do notblow on it.
• 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 atyour own risk. Impalement is an ugly thing.• “Finger-lickin’ good” is a slogan, not a suggestion.• Napkins and sleeves are not interchangeable. Neither are shirttailsand 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 yourplate. Think of it as an organic,after-dinner mint.
Basic Table Manners•If food gets caught between your teeth and you can’t remove itwith your tongue, leave the table and go to the mirror where youcan remove the food from your teeth in private.• You should not leave the table during the meal except in anemergency.•Something that you need which cannot be reached easily, politelyask the person closest to the item you need to pass it to you.• Dropping down of silver ware• Food spillage off your plate• Spitting• Removing inedible from the mouth• Offering food at table• Finger Bowls
Foods to be taken by hands• Bacon• Bread• Cookies• Chips, French fries, Fried Chicken, and Hamburgers• Hors d”Oeuvres, Canapse, Crudites• Sandwiches• Small fruits and Berries on the stem• Indian Foods• Snacks•
Cocktail Etiquette Cocktails and Cocktail Party - Guests are mostly standing anddress attire can range from business to casual.Cocktail Buffet - Small tables and chairs are set up for guests afterthey fill up their plates at the buffet station. The attire is usuallyformal or business attire. This event can last 2-3 hours.Cocktail Reception - The most formal event. Attire is very dressyfor women and usually black tie for men. The reception can be heldfor a distinguished guest of honor or event, such as an opening of anew performing arts center or film premier. There is so much foodthat the reception can count as dinner and Champagne is alwaysserved.
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 orbusiness networking, keep in mind your goal(s) in attending thisparty.• 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 orbuffet 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 befree for meeting, greeting and departure.• If attending a cocktail party in a private home, treat householdstaff with dignity and respect.There are to be no personal or specialrequests from you to the staff.
Some Common-Sense do’s and don’ts for dinner :• When at a dinner party, don’t expectorate on the floor...unless thehostess does first.• Never eat peas with your knife, unless mashed potatoes are servedas well.• Do not ask for something which is irrelevant or N.A.• Chew with your mouth closed. Everyone else at the table alreadyknows what you are having for dinner• Conversation at the table should be light, witty andextemporaneous. Death, diapers and delivery are not acceptabletopics.• If your infant must eat with you and your guests and junior spitshis pablum all over your great aunt’s Dior gown, please don’t try topass it off by saying: “Isn’t he the outest thing...and so smart, too!”• “Only cannibles eat standing up.”
Other General FAQ’s on Etiquette• 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 hostessgirl. That’s correct, isn’t it ?• When hosting clients from overseas, where should I take them fordinner ?• I’ve noticed a lot of women wearing open toe stiletto sandals atformal functions in the dead of winter. Is this appropriate ?
FAQ’s At Party•What should you do if you are served a dish at a party that givesyou an allergy?•If the host is not looking, should you help yourself to anotherdrink from the bottle?•If you are seized by a coughing fit during the meal, what shouldyou 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 Eating Out•You have gone to a restaurant where you find the service is verypoor. Calling the waiter is very difficult. What can you do?•You have seen the waiter dipping his finger in your finger bowlbefore 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-richfriend. You want to pick up the tab, so as not to burden himfinancially. He, on the other hand, insists on paying the entireamount from his own packet. What should you do?
FAQ’s Travelling•You have entered your train compartment in a hurry and knockedover someone’s water pitcher. Of course, it broke. The traveller is alady with two children. What should you do?•You have gone to see a movie and the person behind you isconstantly talking loudly and disturbing you. FAQ’s At Work•Your boss who is otherwise very nice is very short-tempered attimes. One day he shouts at you in front of a group of visitors. Youfeel humiliated. What will you do?