-
All introductions, regardless of
gender, should be accompanied by a firm handshake.
-
Stand and shake.
-
A handshake should be short and
firm and accompanied by a smile and eye contact.
-
In a professional setting, it is
appropriate for either a man or a woman to initiate a handshake.
-
Be sure your hand is “dry.”
-
Forget the “macho clamp.”
Small Talk,
Big Consequences
Networking
-
It’s not about you, it’s about
them.
-
Make friends first.
-
Don’t let your stomach be your
guide.
-
Don’t juggle your food and drink.
-
Avoid loose lips.
-
Don’t be a wall flower.
-
Avoid contentious and unsavory
topics and office gossip.
-
Don’t leave home without your
business cards.
-
Respect a person’s time.
-
Be the host.
-
Connect people.
-
Give only sincere compliments.
Listening Etiquette
-
Ask pertinent questions.
-
Practice empathetic listening.
-
Listen with your entire body.
-
Share personal stories, amusing
anecdotes.
-
Paint a visual picture.
-
Don’t interrupt.
-
Don’t finish other people’s
sentences.
-
Pause before your reply.
-
Focus [eliminate distractions].
-
Speak with a purpose.
-
Don’t give unsolicited advice.
Six Conversation Stoppers
-
The Braggart
-
The Rumor Monger
-
The One-Upper
-
The Hard-Hearted
-
The Pick-Your-Brainer
-
The Rambler
The Art Of
The Meal
Food for
thought: The Fifteen Most Common Dining Mistakes:
1.
Bread should not be eaten as a whole slice
or even two halves.
2.
In a professional setting it is not
necessary for a man to pull out a woman’s chair.
3.
If you drop a piece of silverware on the
floor while having dinner in a restaurant, leave it and ask the server
for another.
4.
If you drop your fork while having dinner
in someone’s home, pick it up and ask the host for another.
5.
Pass the salt and pepper shakers together,
even if someone asks you to pass one or the other. [Don’t pass them from
hand to hand].
6.
Don’t pick your teeth at the table with
your finger, toothpick, knife, blade, or sugar packet.
7.
Don’t apply lipstick, or touch your hair
at the table.
8.
Don’t put your handbag, keys, notebook, or
cell phone on the table.
9.
After using a sugar or sweetener packet,
fold the paper and place it underneath your saucer or bread plate.
10.
If you bite into a bone, a piece of
gristle, or something else that you’d rather not swallow, discreetly
remove it with your thumb and index finger and place it on the edge of
your plate. If you must place the object in your napkin, ask the server
for a new napkin as soon as possible.
11.
Don’t double dip.
12.
Do not push your plate away or stack your
dishes after you have finished eating.
13.
Wait until everyone at your table has
been served before you begin eating.
14.
Don’t tuck your napkin into your collar
or use it as a handkerchief.
-
Place it on your lap after your
host removes his napkin from the table.
-
If you temporarily leave the table
to make a phone call or go to the restroom, place your napkin on your
chair. This will let the server know you will be returning.
-
When you have finished eating,
place your napkin neatly to the left of your plate.
-
If your plate has been removed,
place your napkin [neatly] where your plate was located.
15.
When passing food, offer some to your
neighbor first before serving yourself, and then pass the food
counterclockwise.
Navigating
The Table and Utilizing Utensils:
1.
Fork has four letters and left has four
letters, so it is easy to remember that forks are located on the left
side of your plate.
2.
Spoon and knife have five letters each
and right has five letters, so it is easy to remember that knives and
spoons are placed on the right side of the plate. [The blade of the
knife always faces toward the plate.
3.
Always start from the outside and work
your way inward. In other words, use the utensils farthest from the
plate first, then use the utensils closest to the plate in sequence.
4.
The fork and plate placed at the top of
the plate are to be used for dessert.
-
When dessert arrives, move the
fork down to the left side of your plate.
-
Then move the spoon down to the
right side of your plate.
-
In some instances, the server will
move the utensils for you.
5.
Your bread plate is always on the left.
6.
Your glasses are always on the right.
7.
The butter spreader is always placed on
the plate in either a horizontal or a vertical position, with the blade
facing inward.
8.
Spoons for coffee and tea are generally
brought out with the coffee cups and saucers at the end of the meal or
with dessert.
Seven
Common Dilemmas:
1.
The American Style versus the Continental
Style
2.
Eating foods you dislike
3.
Handling accidents gracefully
4.
The Buffet, the plate and “white space”
5.
What to do with the tea bag
6.
Tasteful toasting [Don’t drink to
yourself.]
7.
Responding to an invitation
Hear No Evil
Telephones, Speakerphones, Fax Machines, and
Voice Mail
1.
When making a phone call begin by
identifying yourself and your organization.
2.
When returning a phone call, consider the
time and time zone.
3.
Ask permission before placing someone on
hold.
4.
Before transferring a call, give the name
and extension of the person with whom the caller will be speaking.
5.
Be sensitive to the length of the phone
call.
6.
If a coworker walks into your office
during a phone call, the caller takes priority unless the person has an
appointment.
7.
The person you are speaking with in person
always takes priority over a phone call --- hard line or cell.
8.
If you have call waiting, refrain from
answering another call.
9.
If you are expecting an important call,
let others know ahead of time before placing them on hold.
10.
Always make a good faith effort to return
phone calls.
11.
Speakerphones are designed for conference
calls. Always ask permission before placing someone on a speakerphone.
12.
The person who initiates a conference call
on a speakerphone is responsible for introducing all those who are
participating.
13.
Don’t use a speakerphone while working in
a cubicle.
14.
When leaving a voice mail message be
brief. Slowly say your name and your phone number followed by a message
describing the nature of your call.
15.
Keep your voice mail current and up to
date.
16.
To ensure that your fax reaches its
destination, include a cover sheet containing the recipients name,
department, and company name; the number of pages; and your name and
contact information.
17.
Don’t send unsolicited advertisements
through the fax machine. This is the same as sending spam over the
internet.
18.
When composing a fax, use a slightly
larger font [14-16] so the receiver can easily read the message.
Netiquette: Electronic Etiquette
-
Communicating Electronically
Without Losing The Personal Touch.
-
E-Mail: How much is too much?
1.
Use the subject line to inform.
2.
Treat e-mails like business letters.
3.
Don’t shout! [Using all upper case.]
4.
Skip the fancy decorations.
5.
Keep it brief, not abrupt.
6.
Caution: No e-mail is private.
7.
Avoid mood mail.
8.
Praise in person.
9.
Proof it before you send.
10.
Respect other’s privacy.
11.
Be cautious about using the “Reply ALL”
function.
12.
Don’t be a pest.
13.
Respond in a timely manner.
14.
Send attachments only with permission.
15.
Don’t send unsolicited advertisements.
16.
Think twice before sending humorous
messages.
17.
Remember less is more.
18.
Mark your message “urgent” in other ways.
19.
Tell others when you are not available
[Out of office auto-respond].
20.Personalize e-mail as you would a business
letter.
Blackberries and Cell Phones
1.
The person(s) you are with should take
precedence over calls you want to make or receive.
2.
Cute, quirky ring tones are not
appropriate in every setting.
3.
Let your voice mail take your calls.
4.
Be courteous to those within hearing
distance.
5.
Don’t be guilty of “cell yell.”
6.
Don’t be a cell phone cop.
7.
Make safety your most important call.
8.
What about camera phones?
9.
How about push-to-talk phones?
The Power of Positive Thanking
Thank –You
Notes
1.
Write by hand.
2.
Whenever another person does something
extraordinarily nice for you and/or gives you a gift --- write a thank
you note within 48 hours.
3.
Invest in good-quality stationary.
4.
Keep it short.
5.
Send it to the right person, properly
addressed.
6.
Send promptly.
7.
Keep the personal touch.
8.
Never use a postage meter.
9.
If your handwriting is poor, hand-print
your message.
10.
E-greetings should be sent only to
friends.
Gratuities:
Tipping at the airport
-
Skycaps: $1 - $2 per bag.
-
Taxi drivers: 10-15% of the fare.
-
Sedans/Limousines: 20% of bill.
-
Van driver for a car rental
company: $1 per bag
Gratuities:
Tipping at a hotel
-
Doorman: $1 to $2 per bag for
removing bags from taxi/rental car and placing them on the bell cart.
-
Doorman hailing a taxi on the
street: $2
-
Concierge: $5 to $10 for special
services and favors --- such as securing hard to get theatre tickets or
reservations to a restaurant.
-
Room Service Attendant: 15-20% of
bill.
Gratuities: Tipping for valet service
-
Each time the attendant retrieves your car: $2 to $3.
Gratuities: Tipping at a restaurant
-
If you check your coat, hat or
umbrella, tip $1 per item.
-
Waitstaff: 20% of the bill before
taxes.
-
Waitstaff serving six or more: 22
to 25 % of bill before tax.
-
Wine Sommelier: Tipping is
optional.
-
Restroom Attendant: $1 for handing
you a towel, or if you use cosmetics displayed on the sink.
Four-course Place Setting