Business Etiquette Study Guide BUSINESS ETIQUETTE (C) Copyright 2012 All rights reserved Table of Contents Chapter One: Course Overview1 Chapter Two: Fear of Embarrassment2 Chapter Three: Test Your Business Etiquette3 Chapter Four: The Handshake7 Chapter Five: Business Card Etiquette8 Chapter Six: The Skill of Making Small Talk9 Chapter Seven: Do You Remember Names? 11 Chapter Eight: Making That Great First Impression 12 Chapter Nine: Dress for Success 14 Dressing the Part 14 What’s Your Code? 16 Adding Colour to your Wardrobe 18 Chapter Ten: Business Dining 20 Eight Hot Tips 20 Demonstration 21 Other Rules 22 Chapter Eleven: E-Mail and Telephone Etiquette 23 Common Sense....................................................................................................................................... Debrief.................................................................................................................................................... In Good Company's Business Etiquette Quiz 26 A Personal Action Plan 28 Recommended Reading List 29 1 Chapter One: Course Overview Course Overview Fear of embarrassment from doing or saying the wrong thing is one of the most common sources of stress in a business or professional setting. If you have had some awkward moments where you aren’t sure which fork to use or which side plate is yours, or if you’ve ever had to make small talk with some VIP and been lost for words, you know just how agonising such moments can be. However, what can be even more damaging to your career are those things you aren’t aware of, the social gaffes you aren’t even aware of making. Learning Objectives This module will reassure you that you can handle most of those socially difficult moments, and perhaps give you that extra edge in areas that you’d never thought of before. Specific skills we’ll work on include: Become more skilled at networking, from making introductions to shaking hands and using business cards appropriately. Be better prepared for both formal and informal meetings, even if you aren’t presenting. Dress appropriately for every business occasion. Feel comfortable when dining in business or formal situations. Feel more confident of your business communication in every situation. Give you that extra edge that establishes trust and credibility. 2 Chapter Two: Fear of Embarrassment Fear of embarrassment from doing or saying the wrong thing is one of the most common sources of stress in a business or professional setting. What are some embarrassing situations that you have encountered? DO NOT SUBMIT 3 Chapter Three: Test Your Business Etiquette Do this quiz on your own. Then refer to the Guidelines and Solution s at the end of the module for the correct answers. DO NOT SUBMIT. This exercise is for self-testing purposes. Multiple Choice You are gr ...

1. Business Etiquette
Study Guide
BUSINESS ETIQUETTE
(C) Copyright 2012

2. All rights reserved
Table of Contents
Chapter One: Course Overview1
Chapter Two: Fear of Embarrassment2
Chapter Three: Test Your Business Etiquette3
Chapter Four: The Handshake7
Chapter Five: Business Card Etiquette8
Chapter Six: The Skill of Making Small Talk9
Chapter Seven: Do You Remember Names? 11
Chapter Eight: Making That Great First Impression 12
Chapter Nine: Dress for Success 14
Dressing the Part 14
What’s Your Code? 16

3. Adding Colour to your Wardrobe 18
Chapter Ten: Business Dining 20
Eight Hot Tips 20
Demonstration 21
Other Rules 22
Chapter Eleven: E-Mail and Telephone Etiquette 23
Common
Sense......................................................................................
.................................................
Debrief...................................................................................
.................................................................
In Good Company's Business Etiquette Quiz 26
A Personal Action Plan 28
Recommended Reading List 29
1
Chapter One: Course Overview
Course Overview
Fear of embarrassment from doing or saying the wrong thing is

4. one of the most common sources of stress in a business or
professional setting.
If you have had some awkward moments where you aren’t sure
which fork to use or which side plate is yours, or if you’ve ever
had to make small talk with some VIP and been lost for words,
you know just how agonising such moments can be. However,
what can be even more damaging to your career are those things
you aren’t aware of, the social gaffes you aren’t even aware of
making.
Learning Objectives
This module will reassure you that you can handle most of those
socially difficult moments, and perhaps give you that extra edge
in areas that you’d never thought of before. Specific skills we’ll
work on include:
Become more skilled at networking, from making introductions
to shaking hands and using business cards appropriately.
Be better prepared for both formal and informal meetings, even
if you aren’t presenting.
Dress appropriately for every business occasion. Feel
comfortable when dining in business or formal situations. Feel
more confident of your business communication in every
situation.
Give you that extra edge that establishes trust and credibility.
2
Chapter Two: Fear of Embarrassment

5. Fear of embarrassment from doing or saying the wrong thing is
one of the most common sources of stress in a business or
professional setting.
What are some embarrassing situations that you have
encountered?
DO NOT SUBMIT

6. 3
Chapter Three: Test Your Business Etiquette
Do this quiz on your own. Then refer to the Guidelines and

7. Solution
s at the end of the module for the correct answers.
DO NOT SUBMIT. This exercise is for self-testing purposes.
Multiple Choice
You are greeting or saying goodbye to someone. When is the
proper time to shake their hand?
When you are introduced At their home
On the street When you say goodbye
You are in a restaurant and the waiter is coming toward you to
serve wine. You don’t want any so you turn your glass upside
down. Are you correct?
Yes No. Just say, “No thank-you.”
When you greet a visitor in your office, do you: Say nothing
and let him/her find a place to sit Tell him/her where to sit Say
“Just sit anywhere”
You’ve forgotten a lunch with a business associate. You feel
terrible and know he/she is furious. Do you:
Write a letter of apology Send flowers Keep quiet and hope they
forget about it Call and set up another appointment
You are talking with a group of four people. Do you make eye
contact with: Just the person you are talking to. Each of the

8. four, moving your eyes from one to another. Nobody in
particular. Don’t look directly into anyone’s eyes.
A toast has been proposed in your honour. You say “thank you”
and take a sip of your drink. Are you correct?
Yes No
4
You meet an acquaintance and several business associates. Your
acquaintance introduces you to the others but introduces you
incorrectly. You: Say nothing. Make the correction casually and
then shake hands. Don’t refer to it again.
Put a tinge of annoyance in your tone as you make the
correction so your friend will know better next time.
Your fork is accidentally knocked to the floor during a meal.
You: Make a dive for it and rescue it, wipe it off with your
napkin, and continue eating. Eat with your spoon until a waiter
notices and replaces it for you.
Discreetly catch the eye of a waiter and have them bring you
another fork and rescue the utensil.
When you are ready to leave a dining area after a meal you
should place your napkin: On the chair Refolded and on the
plate Crumpled to the left of the plate
The proper way to butter a roll is to:

9. Cut it in half with a knife, butter both pieces and eat first one
half and then the other.
Tear it open with your hands, butter one half and eat it, then the
second half.
Cut it completely with your knife or thumb and forefinger, and
tear off little bits. Butter each bit and eat it.
5
True or False
See if you can complete the following questions on your own.
Then refer to the Guidelines and