ETIQUETTE &

MANNERS:

Social rules for the

professional

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No matter what the situation,
social etiquette rules should
be followed.

When should you be

particularly aware of
your manners?
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 EVERY
SITUATION!
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 Consider some of the
benefits of etiquette…

 Gives professionals the

tools to impress clients
and colleagues.

 It puts others at ease

so that business can be
conducted.

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 and…
 Helps to establish
rapport with
others more
easily.

 Builds confidence
•Gives the and helps create a
organization an winning style.
overall polished,
professional
image. 5
 and
Possessing a high level of etiquette
knowledge and skills builds confidence
and instills the perception of
trustworthiness
in others.

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Introductions
 When you are
speaking with
someone you
know and
someone new
approaches,
always make an
introduction.

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When making an
introduction…

 Give a piece of
information about
the person—it can be
a conversation
starter.

“This is Sue, she just

opened a new store
in town.”

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What?
 LISTEN to and
concentrate on
conversations—
don’t just wait for
your turn to talk!

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Don’t Jump!
 Resist the urge to
jump into a
conversation when
someone pauses
in thought. Wait a
second or two,
then respond.

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Just a peck will do.
 A kiss on the cheek as
a greeting is okay at a
holiday gathering or a
convention when you
haven’t seen the
person in awhile.

 Resist the smooch in a

purely business
setting.

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Smile, you’re on Candid
Camera!

 Be an active listener
—smile, nod, make
eye contact and
agree when
appropriate.

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My Space
 Respect a person’s
personal space—don’t
get too close! If you
can smell lunch on
their breath—you
may be too close!

 Give them a breath

mint!

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Build your vocabulary!
 Avoid vulgar
references and
swear words.

 Poor language IS
NOT professional
and offends some.

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 Networking
Based on the success of your first
impression, the other person will
determine whether or not you are
worthy enough for them to continue
investing themselves in developing a
relationship with you and your
company.

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Mind your own business!
 Don’t ask personal
questions!

Like…

How much did that cost?

Why did they divorce?
Did you get a raise?

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You’ve got to be kidding!
 Gossip—keep it to
yourself!

 Gossip: Everyone
wants to hear it
until it’s about
them!

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Hold the door.
 Whoever (guy or
gal) gets to the
door first should
open it and hold
for others who are
following.

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 The door is closing…

 At an elevator, those
in the elevator
should get off before
anyone else get on.

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Meeting Seating

 Generally the
chairperson sits at
the end of the table
farthest from the
entrance.

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 Does anyone know what
time it is?

 If you are attending the

meeting—be on time!

 On time means arriving

a few minutes BEFORE
the meeting begins.

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Who’s in charge of this
meeting?

 If you are leading a

meeting ARRIVE EARLY!
Check the room’s
temperature, lighting, and
arrangement.
 Get yourself organized.
 Greet the participants as
they arrive.

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Keep your Word.

 Do what you promised you would

do!
Make that phone call!
Write that note!
Make the arrangements!

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 H2O

 Always thirsty? See a doctor!

 Having a bottle of water is

alright if water is available to
others.

 If you’re the only one—put it

away!

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Placing a telephone call…
 If you’re making a
call, identify
yourself first, then
ask to speak to
the person you’re
trying to reach.

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 When you finally reach the
person…

 Before you jump into

a deep conversation,
ask if they have time
to talk.

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If you’re on the phone and
another call comes in…

 Always ask if it’s

alright to put them
on hold.

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 Sign Language?

 Do not interrupt
someone on the
telephone by
gesturing, speaking
or writing them
notes!

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What about voicemail?
 If you must leave a
message, state your
name (spell if they
don’t know you),
phone number, date
and reason for the
call.
 Repeat your phone
number at the end—
SLOWLY.

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You’re Ringing

 When you are in ANY

meeting, turn off
your cell phone
ringer—accept
voicemail and text
messaging only!

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Can you hear me now?
 If you MUST take a call in
a public place—try to
move to a more private
space.

 Hearing one-sided
conversations alienates
the person NOT in the
conversation!

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I can’t talk now, but…

 If you must talk in a

public place (bus,
elevator, airplane
etc.) keep it short
and discreet.

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 Rapid Response

 Forget junk mail and

forwards, but
ALWAYS respond to
a real message on
your e-mail.

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watch wat u say
 While our Internet
culture is full of
shorthand, check
your e-mail for
grammatical,
capitalization and
spelling errors! In
business—no
shorthand!

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Moving?
 Close your e-mail
address at an old
job and have them
forwarded to an
appropriate
person.
 Let everyone know
your new
e-mail address.

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No eating with your
fingers!
 During the first course of
the meal, use the
utensils on the outside.

 For example, the salad

arrived, use the fork on
the far left. Entrée
arrives, the next fork.

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 I want to eat my dessert!

 When wanting to eat

your dessert, use the
utensils that were
placed above the
plate.

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Put the napkin where?
 Open the napkin,
refold in half and
place in onto your
lap with the fold
away from you.

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 How did that get on the
floor?

 If your utensils or
napkin fall, DO NOT
crawl around on the
floor to retrieve—flag
down a waiter and
ask for another.

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I can’t eat another thing.
 Finally done
eating?

Place all of your

utensils on the
plate with the tip
of the fork and
knife across the
plate, pointing at
11 o’clock.

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 Chop sticks or Chop Suey?

 Eat your Chop Suey

(or any other food)
with chop sticks
ONLY if you already
know how to use
them—learning in
front of someone can
be ugly!

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What’s in my Mouth?
 Great meal when— all
of a sudden you
realize something in
your mouth needs to
come out!

 Cover your mouth

with a napkin and get
it out—discreetly!

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Doing lunch?
 Whoever invites a
colleague or client
to a business
lunch pays for it—
that includes the
tip, coat check and
parking if
necessary.

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 Where to Lunch

 Select a restaurant that

is conducive to
conducting business.

 The restaurant should

be centrally located for
both, or close to the
guests’ office.

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 Mirror, mirror on the wall…

 Don’t primp at a
restaurant table or in
public.

 Use the restroom to

groom!

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Party time!
 Have fun, but
maintain control!

DO NOT
get drunk
hit on a co-worker
stay at the buffet

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Warning: DO NOT PICK
 at your teeth.

 at your face.

 your nose.

 on your friends.

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Never, Never, Never…
 Burp
 Snort

In general:
DO NOT make ANY
bodily noises that
are rude and
disgusting!

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Allergies and colds happen,
but…
 DO NOT blow your
nose at a table.
It’s alright to pat
your nose with a
tissue. Otherwise,
excuse yourself
and find a place
away from others.

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 Finally…
 Take time to say “please” and “thank
you” more often.

 Don’t forget to say “Hello” rather than

“Hi”.

 Say “you’re welcome” rather than “no

problem.”

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 and always…

S
M
I
L
E

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