This document provides guidance on proper etiquette and behavior. It identifies four objectives: identifying employer expectations, discussing appropriate work habits, identifying good citizenship skills, and identifying appropriate interviewing skills. The document then discusses differences between manners and etiquette, general manners like being considerate and respectful, personal manners when meeting new people like shaking hands firmly and introducing others, telephone courtesy like taking complete messages, positive personal relations, and reasons for maintaining a positive attitude.

1. Proper Etiquette
and Behavior
Revised By:
Ms. Fleming

2. Objectives
1. Identify employer expectations.
2. Discuss appropriate work habits.
3. Identify good citizenship skills.
4. Identify appropriate interviewing skills.

3. Good Manners and Etiquette
 Difference:
 Good manners are rules for common actions of
courtesy and politeness.
 Etiquette describes the use of proper customs
in social and business life; these may change
over time

4. General Manners
 Be considerate of
others
 show respect
 use “excuse me”
 listen to people
before making
suggestions
 be patient
 Offer assistance
 compliment good
work
 learn, remember and
use people’s names
 be courteous, kind,
polite, and fair

5. General Etiquette
 Personal Manners When Meeting New
Friends
 Telephone Courtesy
 Personal Relations
 Table Manners

6. Personal Manners When Meeting
New Friends
DO
 Smile
 Firm handshake
 stand for a lady
 repeat a new name
 use “you” more than “I”
 introduce new friends to
others
DO NOT
 use “knuckle-buster”
handshakes
 do all the talking
 use foul language
 try to always be funny
and the center of
attention
 say bad things about
others

7. Inappropriate Greeting

8. Examples continued

9. Proper Handshake
 Firm, but not bone-
crushing
 Lasts about 3 seconds
 May be "pumped" once
or twice from the elbow
 Is released after the
shake, even if the
introduction continues
 Includes good eye
contact with the other
person

10. Telephone Courtesy
 “Hello, this is ________ speaking. May I help
you?”
 Stay away from negative comments.
 “May I ask who’s calling?”
 When taking a message, include the date and
time of call, caller’s name and telephone
number.

11. Personal Relations
 Important to the success of anything.
 First look at yourself
 Attitude is one’s outlook on life, may be
positive or negative.
 Should try to maintain a positive attitude

12. Reasons to have a positive
attitude
 The future depends largely on the opinion of
others.
 More motivating and makes one more
energetic, productive, and alert.
 More pleasant to be around.
 Effect co-workers
 Builds self-confidence

13. Objectives
1. Identify employer expectations.
2. Discuss appropriate work habits.
3. Identify good citizenship skills.
4. Identify appropriate interviewing skills.