Violations inside the classroom

Activity

1 2 3 4 5

Inside the PUV (taxi, jeepney, train, van) Inside a church Inside a movie house Inside the library When dining

6 7 8 9

Inside the library When talking on the phone When sending txts and email During conversations

10 When going to a meeting

Etiquette
Personality development and social relations

Etiquette
Pattern of behavior that one should have in order to have consideration for others, good taste, appropriateness and good conduct.

Basics
Smile Eye contact Personal space Handshake

Smile

Not only with your lips but with your eyes

Eye contact
Should be concentrated in a triangle that composes of the TWO eyes and the mouth, casually move your gaze from one point to another

Personal space
Communicates what type of relationship exists between the two people (differs from culture to culture) Depends on many characteristics, such as gender and age Depends on the situation

Personal space
Interacting with friends, relatives or conducting casual business Formal or impersonal business

One and a half to four feet

Four to eight feet to about an arms length away

Personal space
WHEN PERSONAL SPACE IS VIOLATED
People withdraw by backing up or leaving Avoid having their space violated They isolate themselves from intrusion of personal space They ask the other person to back off or move away

Handshake
1. Make sure that your hands are clean

2. A great hand shake should be executed professionally, politely with a firm grip, a warm welcoming smile and eye contact
3. Timing is important!

Handshake
The lady should first offer a handshake. The gentleman should wait for the lady to extend her hand before extending his hand. If you are introduced to a person of higher authority, wait for him or her to offer a handshake. Ladies should not offer their hand with their palm down.

Body language

Body language: must avoid

Sitting or leaning back Resting your chin on your hand Crossed arms Conveys disinterest in speakers words or disagreement with speaker Conveys boredom Connote a defensive posture and indicates that a person is unhappy with the speaker, or does not want to listen to the speaker at all Indicates that a person is nervous around the speaker or disinterested in the speakers message

Fidgeting, pen-tapping, doodling or playing with objects

Body language: negative forms

1. 2. 3. 4. 5. Being TOO tense to a point of stiffness Abrupt movement Shoulders slouched and arms crossed Eyes narrowing Negative facial expressions such as shaking your head or frowning

Body language: worst forms

1. 2. 3. 4. 5. 6. Scratching yourself Tugging, pulling or twirling your hair Removing snot Scratching inner ear Picking your teeth Staring down at the other person

Introducing people to one another

Introducing people
Young and old person
Introduce a younger person to an older one
Mom, this is Anne, my classmate.

Woman and man

Introduce a woman to a man
Anne, meet my friend Mark. Mark, this is Anne, my high school classmate

Introducing people
Same sex
Introduce the younger to the older person
Ate Karen, this is Anne, my classmate. Anne, meet my cousin Ate Karen

Officers of various ranks

Introduce a lower ranking officer to a high ranking officer
Sir Reyes, meet our newest barista, John Cruz.

Introducing people
Co-worker to a client
Introduce a co-worker to a client
Ms. Mendoza, this is Sarah, our front desk personnel who will be assisting you in all your concerns

A man will be expected to rise at all times when introduced. A woman does so only during introduction to an older woman or to a distinguished personality

Activity
1. 2. 3. 4. Your friend, Kat and your father Parish priest, Fr. Beltran and your son, James Your mother and Maam Timbang Your high school friend, Jen and your college classmate, Glen 5. Your manager, Mr. Santos and the newly-hired housekeeping staff, Liz Reyes 6. A customer, Ms. Lu and the restaurants chef, Chef Mike

Responding to introductions

Responding to introductions
Im very glad to meet you, Mr. Cruz How do you do, Mr. Cruz Pleased to meet you Glad to know you

Im sorry, but I did not hear your name.

Responding to introductions
Men and boys usually shake hands when they are introduced Girls may or may not shake hands, as they desire

If a man offers to shake hand with a girl, she should respond courteously

Addressing others

Addressing others
Use of Mr., Ms., and Mrs.

Calling someone with an advanced degree

Ph.D., M.D., Atty.

Ms. Miguel vs Ms. Marian

In public places
Dont attract attention, be careful not to talk loudly Exposing your private affairs, feelings or innermost thoughts is not proper

Public display of affection

1. 2. 3. 4. 5. Hugging Two-cheek kissing Casual kissing Hand holding Parents kissing children in front of children

In the street
Walk with your friends not more than two sideby-side Avoid eating while walking in the street

Men should stay by the curb

At the bus
Men should give way to women. Most especially when a woman is pregnant, elderly or disabled. Be a gentleman

Be extra conscious as to who needs to be seated.

In a train
If you are not the first to get into the area where the door is supposed to open, dont push your way Be considerate of the elderly, the women, the PWDs, those with child, etc

At the restaurant
A man should always be a gentleman

Man should precede the woman when entering the restaurant and leads her to the preferred place
He should pull the chair for the woman unless there is a waiter to do it

At the restaurant
When there is something to be seen at the area, the woman should be by the window or at the convenient place to see these scenes For the ladies, unless you know that your escort is well off, make sure not to order anything expensive

When calling for the waiter, raise your hand to catch his attention.

At the cinema
Be considerate with others who are watching

Do not talk too loud

Put your phone in silent mode

At the church
Respect the people who are there to attend mass

Wear the appropriate attire

During conversations
When attending a party

During conversations
5-10 minutes is enough time to talk to guests for you to be able to mingle with others If you approach a stranger, politely introduce yourself: Hello, I am Maria of TLC Corporation. Reply with I AM pleased to meet you if the other party introduced himself/herself

During conversations
Show respect for personal space.

Be sure NOT to talk to JUST ONE person during the party. Interact with other people. Be sure to listen. Focus and maintain eye contact.

During conversations
Make sure to smile to show interest. Do not interrupt while he or she is talking When message is unclear, validate it: So tell me more about it , It appears to me that Do not be a storyteller of the event

During conversations
Questions that are too sensitive must be avoided

Talk about issues and events that are of common interest Never utter green jokes, this is a sign of poor breeding

Being invited to an event

Being invited
Never bring someone with you if the invitation is addressed to you alone Confirm your attendance for you to be reserved a seat at the party. Otherwise, you will not be counted as part of the event

Being invited
Make sure to arrive on time

Wear the dress code required by the party

Do not sit in any of the seats available upon arrival unless you were able to meet the host and greeted him/her ahead of time

Business etiquette
In general

Business etiquette
Be on time
Be punctual, especially when meeting with clients For unavoidable circumstances, contact the person you are supposed to meet

Greet the people around you

Greet the people around you upon entering the office If you are to meet someone, rise if you are seated and offer a warm smile

Business etiquette
Be conscious of behavior during office occasions
Do not drink too much Do not discuss your job or any business

Be conscious of company policies

Encourages professionalism Not smoking on non-smoking area Wearing the company uniform

Business etiquette
Respect and appreciate each employee
Say thank you and please Recognize a job well done Never be self-centered

Business etiquette
Setting appointments

Setting appointments
Dont schedule an appointment without first checking their availability Give them plenty of notice, whenever possible

Always call or email to confirm

Send an agenda

Setting appointments
Keep the appointment as scheduled and show up on time While at meeting
Dont interrupt others while talking Always hear people out If you dont agree with the other person, dont roll your eyes or make a disapproving noise

Business etiquette
At the workplace

Use of wash room

Always clean up after yourself

Do not talk or laugh loudly

Unless you cant control your bladder, give way to the elderly In using the mirror, be sure not to block the view of others

Use of the pantry

Always clean up after yourself
Wipe down the inside of the microwave Wash your used dishes Wipe the table

Dress codes
Ask in advance the companys dress code

Have the human resources department qualify the dress code for you

Dress code
Avoid wearing the following even if the environment is casual:
Tank tops for both men and women Shorts of any kind Blue jeans with any signs of wear and tear Flip-flops or casual sandals

Dealing with assistants

1. If youre mad at your boss, never take it out on his or her assistant 2. Always refer to someones assistant by his or her last name 3. Never refer to them as the girl or the boy

Business etiquette
Telephone etiquette

Telephone etiquette
Greet the receiver of your call and be polite as you identify yourself: Good morning Sir, this is Joan Lim of TLC Corporation. May I please speak with Ms. Anne Soriano?

Telephone etiquette
Good morning, CTHM faculty room
If the person asked for is available: May I tell him whos calling, please or One moment please, Ms. Lim
The person being called says This is Anne, may I help you?

When the person is out: Im sorry, Ms. Lim, Ms. Anne is not in right now. May I take the message?
Confirm the message by repeating it to the caller

 When the caller dials the wrong number: Im sorry, Sir, youve got the wrong number. This is the CTHM faculty room. If the inquiry belongs to another department: May I refer you to our Guidance Counselor, Ms. Lim? I am sure she can help you

 Try to be courteous, helpful and accommodating When you take the message, be sure it includes:
Date and time of call Name of caller and affiliation Callers telephone number Details of the message Your initials or name

 Avoid phrases like I cant or We cant do that

Use: Let me check, Lets see what I can do, We can help you

Always say thank you and goodbye

Avoid smoking, drinking, eating or even chewing gum during conversations.

Business etiquette
Sending an email message

Sending an email message

Do not type in ALL CAPS do not type in lowercase Avoid using emoticons in a business email Do not neglect to address someone properly the first time you contact him or her by email Keep good spelling and grammar in mind when typing

Choose your email address carefully!

Business Etiquette in the Philippines

Philippines
It is a good idea to reconfirm a few days prior to the meeting, as situations may change. Send an agenda and informational materials in advance of the meeting so your colleagues may prepare for the discussion. Always accept any offer of food or drink.. It is important to remain for the period of social conversation at the end of the meeting

Philippines
You may never actually meet with the decision maker or it may take several visits to do so. Filipinos avoid confrontation if at all possible. It is difficult for them to say 'no'. Likewise, their 'yes' may merely mean 'perhaps'.

Philippines
Filipinos do business with people more than companies. If you change representatives during negotiations, you may have to start over. Decisions are often reached on the basis of feelings rather than facts, which is why it is imperative to develop a broad network of personal relationships.

Etiquette from around the world

Gestures
Thumb and pointer finger as OK sign
Brazil, Portugal, Central America and Russia

V-shaped peace sign

United Kingdom

Giving someones hair a playful tussle

Buddhist countries

Gestures
Using of left hand to greet someone or hand someone something Sitting cross-legged, with your ankle resting on your knee
Muslim countries

Gestures
Raising of middle finger
African or Asian countries

Pointing directly at a person

Arab countries

Top 12 Markets
Rank 2012 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Country Share KOREA USA JAPAN CHINA TAIWAN AUSTRALIA SINGAPORE CANADA HONGKONG MALAYSIA Jan-Dec 2011 1,031,155 652,626 412,474 250,883 216,511 191,150 148,215 123,699 118,666 114,513 % Share 24.13% 15.27% 9.65% 5.87% 5.07% 4.47% 3.47% 2.90% 2.78% 2.68% 2.65% 1.57% Jan-Dec Rate (%) 925,204 624,527 375,496 243,137 181,738 170,736 137,802 117,423 112,106 91,752 104,466 61,193 % Growth 23.62% 15.94% 9.59% 6.21% 4.64% 4.36% 3.52% 3.00% 2.86% 2.34% 2.67% 1.56% 11.45 4.50 9.85 3.19 19.13 11.96 7.56 5.34 5.85 24.81 8.44 9.53

UNITED KINGDOM 113,282 GERMANY 67,023

Sources of Data: A/D Cards & Shipping Manifests Prepared by: Tourism Research & Statistics Division, Office of Tourism Development Planning, Planning, Product Development and Coordination, DEPARTMENT OF TOURISM e-mail: mysay@tourism.gov.ph Visit the Department of Tourism's website at http:\\www.tourism.gov.ph

Germany

Germany
Greetings are formal. A quick, firm handshake is the traditional greeting. Appointments are mandatory and should be made 1 to 2 weeks in advance. Letters should be addressed to the top person in the functional area, including the person's name as well as their proper business title. If you write to schedule an appointment, the letter should be written in German.

Punctuality is taken extremely seriously.

Germany
Meetings are generally formal. Initial meetings are used to get to know each other. They allow your German colleagues to determine if you are trustworthy. Meetings adhere to strict agendas, including starting and ending times. Maintain direct eye contact while speaking. It is a good idea to hire an interpreter.

Germany
There is a strict protocol to follow when entering a room: The eldest or highest ranking person enters the room first. Men enter before women, if their age and status are roughly equivalent. Do not sit until invited and told where to sit.

Germany
Make sure your printed material is available in both English and German. You must be patient and not appear ruffled by the strict adherence to protocol. Final decisions are translated into rigorous, comprehensive action steps that you can expect will be carried out to the letter.

United Kingdom

United Kingdom
A firm handshake is the norm; there are no issues over gender in the UK. People shake upon meeting and leaving. Maintain eye contact during the greeting but avoid anything prolonged. Most people use the courtesy titles or Mr, Mrs or Miss and their surname.

United Kingdom
How meetings are conducted is often determined by the composition of people attending: If everyone is at the same level, there is generally a free flow of ideas and opinions. If there is a senior ranking person in the room, that person will do most of the speaking.

In general, meetings will be rather formal: Meetings always have a clearly defined purpose, which may include an agenda. There will be a brief amount of small talk before getting down to the business at hand.

United Kingdom
Make certain your presentation and any materials provided appear professional and well thought out. Be prepared to back up your claims with facts and figures. The British rely on facts, rather than emotions, to make decisions. After a meeting, send a letter summarizing what was decided and the next steps to be taken.

Malaysia

Malaysia
If in a team, introduce the most important person first. Many Malays and Indians are uncomfortable shaking hands with a member of the opposite sex. Foreign men should always wait for a Malaysian woman to extend her hand. Foreign women should also wait for a Malaysian man to extend his hand.

Malaysia
It is a good idea for the most senior person on your team to enter first so that he or she is the first to greet the most senior Malaysian It is customary for leaders to sit opposite each other around the table. Expect the most senior Malaysian to give a brief welcoming speech. You need not reciprocate.

Malaysia
There will be a period of small talk, which will end when the most senior Malaysian is comfortable moving to the business discussion. Meetings, especially initial ones, are generally somewhat formal. They prefer to use the first meeting as an opportunity to get to know the other side and build a rapport.

Hong Kong

Hong Kong
There will be a period of small talk before getting down to business discussions. When meeting your Hong Kong business associates, allow the most senior person in your delegation to lead the group and be introduced first.

Business negotiations happen at a slow pace.

If you are signing a contract, the signing date may be determined by an astrologer or a feng shui practitioner.

Canada

Canada
Canadians are proud of their heritage, do not compare them to Americans Canadians are a bit more formal with their everyday interactions Canadians get down to business quickly. Meetings are wellorganized, and extraneous discussion is kept to a minimum

Singapore

Singapore
Presentations should be accompanied by backup material, including charts and figures. Never disagree or criticize someone who is senior to you in rank as it will cause both of you to lose face and may destroy the business relationship.

Pay attention to non-verbal communication.

Singapore
Personal relationships are the cornerstone of all business relationships. Business is a matter of being tied into the proper network, which is the result of long- standing personal relationships or the proper introductions.

Always send a list of people who will be attending the negotiations and their title well in advance.
Always wait to be told where to sit.

Australia

Australia
Australians place a high value on relationships Australians are very direct in the way they communicate. Present your business case with facts and figures. Emotions and feelings are not important in the Australian business climate.

Australians are not very formal so greetings are casual and relaxed.

Australia
While an Australian may say, 'G'day' or 'G'day, mate', this may sound patronizing from a foreigner. o Visitors should simply say, 'Hello' or 'Hello, how are you?' Aussies prefer to use first names, even at the initial meeting

Taiwan

Taiwan
Meeting are not highly structured There may be an agenda, but it serves as a guideline for the discussion and may act as a springboard to other related business ideas. As relationships are valued, there may be some time in the meeting devoted to non-business discussions. Meetings will continue until the discussion is completed and may extend well past a scheduled end time.

Taiwan
Taiwan are very indirect in their communication and are as concerned with the effect of their words on others as they are with the content of their communication. They take great care to avoid communicating anything directly that would hurt or offend a colleague as it would cause a loss of "face". They will gently push their ideas forward and wait for others to respond. If they disagree with an idea, they will simply remain silent.

China

China
Guests are generally escorted to their seats, which are in descending order of rank. Senior people generally sit opposite senior people from the other side. It is imperative that you bring your own interpreter, especially if you plan to discuss legal or extremely technical concepts as you can brief the interpreter prior to the meeting. Do not offer gifts, these are considered forms of bribery

China
Visual aids are useful in large meetings and should only be done with black type on white background. Colors have special meanings and if you are not careful, your color choice could work against you. Presentations should be detailed and factual and focus on longterm benefits.

Japan

Japan
The most senior Japanese person will be seated furthest from the door, with the rest of the people in descending rank until the most junior person is seated closest to the door. The Japanese often remain silent for long periods of time. Be patient and try to work out if your Japanese colleagues have understood what was said Be prepared to answer direct questions

United States of America

USA
It is quite common for the recipient to put your card in their wallet, which may then go in the back pocket of their trousers. This is not an insult. In formal circumstances, you may want to use titles and surnames as a courtesy until you are invited to move to a first name basis, which will happen quickly.

USA
Arrive on time for meetings since time and punctuality are so important to Americans. At the conclusion of the meeting, there will be a summary of what was decided With the emphasis on controlling time, business is conducted rapidly

South Korea

S. Korea
It is a good idea to send both an agenda and back-up material including information about your company and client testimonials prior to the meeting. The most senior South Korean generally enters the room first. Many South Koreans shake hands with expatriates after the bow, thereby blending both cultural styles.
The person of lower status bows to the person of higher status, yet it is the most senior person who initiates the handshake. Acknowledge those with highest status first followed by the oldest

S. Korea
Respond to questions directly and concisely. The main purpose of the first meeting is to get to know each other. When in a meeting, be sure to pause frequently to allow for questions and deliberations

Other countries

Apologize if you do not know how to speak French Avoid overly friendly behavior Do not discuss business during meals Precision and detail should be considered in all types of business documents

 Protocol for Muslim countries apply here

Avoid alcohol and pork, and using your left hand

They are very fond of their titles (Mr., Ms.) Exceptions: South Africa is more European in customs, Egypt is more like its Arab neighbors

 Respect their dietary restrictions, be sure there is an abundance of vegetarian options Refrain from smoking cigarettes, drinking alcohol and consuming caffeine during meetings

http://graceandcharmblog.com/wp-content/uploads/2010/03/International-Business-Etiquette.pdf http://www.visitmyphilippines.com/images/ads/736f99929b0ec99aed0a2e600d59ca95.pdf http://www.kwintessential.co.uk/resources/country-profiles.html http://www.ediplomat.com/np/cultural_etiquette/ce_ca.htm Avelino, S. & Sanchez, C. (1996). Personality development and human relations. Manila: Rex Book Store. Ingram, L. (2005). The everything etiquette book (2nd ed.). MA: Adams Media Roldan, A. (2003). On becoming a winner. Paranaque City: AR Skills Development & Management Services. Rodolfa, B. Jr., Aquino, C., Dellova, R. & Tiongco, N. (2011). Leadership & personaltiy development for tourism and hospitality professionals. Manila: Mindshapers Co., Inc. Santos, A. (2006). Personality for todays young professional. Mandaluyong City: National Book Store.