1. Social Etiquette
By:-
Amit Hasija
Principal-RIMT-Institute of Hotel
Management
2. Meeting and Greeting
• Who introduces who?
– Traditionally, a man is always introduced to a
woman. Not necessarily in business.
– Highest person of rank is mentioned first.
Remember: “Big, may I introduce Small.”
– A younger person is always introduced to an
older person
– It is helpful to include the persons title
– Always state your name.
3. Tricks for remembering names
• Repeat the person’s name a few times to
yourself after you’re introduced.
• Use the person’s name immediately in the
conversation after an introduction.
• Immediately introduce that new person to
someone else you know.
• Jot down the person’s name
12. The 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
• Hold your drink in your left
hand to avoid a cold, wet
handshake
16. Age Marital status
Race Physical status
Ethnicity Economic class
Culture Education
Gender Religion
Sexual Political
Orientation Ideology
17. Conflict in the Workplace
• Stereotyping
• Disrespect
• Generalizations
• Lack of Awareness
18. Benefits of being
Culturally Sensitive
• People respect you
• Less conflict
• Problems are easily solved
• Business is more successful –
meaning more job security
19. Asian Cultures
Japanese
• The bow symbolizes respect and humility.
• The “ok” sign is a symbol for money.
• The business card – treat it with respect.
• Very punctual. It is rude to be late to a business meeting.
Chinese
• Opening a gift in front of the giver signifies the gift is more
important than the giver.
• The triangle is considered a negative shape.
Thai
• Never touch the head or pass an object over the head – the
head is considered sacred in Thailand.
• Never cross your legs in the presence of an older person.
20. European and African Cultures
• In Great Britain, the napkin is a child’s diaper. They
call it the Serviette.
• In France, the “ok” sign means zero.
• In Germany, first names are seldom used when doing
business.
• In Germany, gifts are rarely exchanged and are usually
not appropriate.
• The number 7 is considered bad luck in Kenya and
good luck in Czech Republic.
• In Bulgaria, a nod means “no” and shaking you head
means “yes”.
• In some African countries, the color red represents
witchcraft and death.
21. Middle Eastern Cultures
• Never, never eat with your left hand.
• Never sit in a position that displays the sole
of your foot to an Arab, especially women.
• Never ask a businessman about his wife or
other female members of his family.
• Famous for their hospitality. The coffee
ritual.
22. South America
• Much more relaxed attitude toward time.
• In Brazil, the “A-OK” gesture means “up
yours” (to be polite).
23. Respecting Gender and Sexual
Differences
• Best Rule of thumb - Never make jokes or
snide remarks about gender or sexual
preference.
• What people do in their private lives is
exactly that : Private.
24. Respecting Physical Differences
• Don’t stare or avert your gaze.
• Avoid using words such as “handicapped”,
“crippled” and “invalid”
• Avoid using “healthy” and “normal’ to refer to
those without disabilities.
• Talk to everyone in a medium tone of voice.
• Helping someone is discouraged, unless given
permission to do so.
Being able to introduce people and explain who they are makes everyone feel comfortable. Always state your name – A person who states their name clearly right up front is saying to the world, I am _________ and I am proud, confident and honest. The ability to confidently introduce yourself or others demonstrates that you are at ease and in control.
People like it when you remember their names. Practice this skill. If you forget someone’s name, it is OK to ask them to repeat it. Say, “I'm sorry, I have forgotten your name.” It happens to everyone.
This person holds on to your hand to pull you closer or direct you through a door or toward a chair. This is a somewhat manipulative handshake. Because this type of person is a controller who what things done a certain way, he or she may not be a good team player. If the organizations goals conflict with this persons goals, there will be a problem .
The higher the left hand, the greater the manipulation and control. This is a favorite handshake of politicians, because it implies a quick sincerity and intimacy. This person is trying to sell you something that is not really there e.g.. “We’re great buddies.” The “used car salesman” handshake.
The dominant party in this handshake is palm facing down. Like a winner of a wrestling match, the hand on the top is clearly in control. This handshake says, “I’m in charge, I’m the Boss.” It tends to be the handshake of the conventional boss or manager who manages through control.
Used to keep someone at a comfortable distance. This kind of handshake will hurt your hand. This is a very insecure person who equates brute strength with personal power. They use their hands as weapons to dominate and overpower people.
Usually given by a woman who hasn’t learned how to shake hands properly or has a fear of intimacy. This person will tend not to be very good at interpersonal skills.
Tends to drain you energy. This person tends to be somewhat passive or apathetic. This type will usually be better with computers, machines and information than with people. The limp fish probably won’t have the energy and interest necessary to be in a managerial position.
Always remember to stand so that you are at eye level. Women as well. Good eye contact is a sign of honesty and confidence. Smile, who wants to talk to unhappy people? Don’t forget to wear name badges on the right shoulder. If wearing a name badge, wear it on your right shoulder.
Diversity refers to all our differences. Diversity is a fact of life. The workplace has changed Everyone is different then you.
85% of workforce will be women and minorities 61% women in the workforce 140 different languages spoken in the US 14% of our population speak a different language at home and work 43 million people are physically or mentally challenged
Stereotyping - Making a blanket generalization about a group of people based on limited experience. Disrespect – Degrading others by accepting their wishes We may not necessarily like or agree with everyone, you just need to respect them Generalizations – Not getting the big picture Look at what the govnmt is telling us. We are told to be on high alert, but to live our lives normally Be patriotic, but don’t discriminate Everyone with Middle Eastern characteristics is not a terrorist, but they could be.
-The left hand is used by Arabs to clean themselves after using the restroom. -This is considered to be a very serious insult. -It is a male dominated society. A son may be mentioned. -The coffee ritual – They will serve a variety of coffee, one much stronger and thicker then US and is served in handless cups. You must accept the first cup. Refusing is an insult. Slurping is a sign of enjoyment. If you want a second, you must have a third. 2 cups is superstitiously not done.
Say “Tom has epilepsy” instead of “The epileptic guy? His name is Tom.” Don’t talk to loud to anyone with a disability. People who have disabilities are not incompetent. If you are asked to help, ask how to help.
Getting Seated Men should pull out a chair for a woman. However, the server most likely will pull the chair out for the woman. If you are with a group, follow the host/hostess lead. Sit when they sit. Napkin Use Meal begins when the host unfolds their napkin Place napkin on your lap. Fold dinner napkin in half. If you need to leave the table, place napkin on the chair indicating that you are returning. The host will signal the end of the meal by placing their napkin on the table. Follow by placing yours neatly to the left of the plate. Do not refold the napkin or wad it up. Ordering from the menu Ask the server about items you are uncertain about. Women are usually asked for their orders first. Do not order the most expensive item or two courses unless suggested by the host/hostess Minding your posture Sit up at the table. Do not support yourself with your forearms or elbows. Do not fidget at the table.
