1. THE BUSINESS ETIQUETTE “ A ROAD TO SUCCESS”

19. WHEN YOU’RE WRONG Stephen R. Covey recommends both admitting your mistake and apologizing for them. “ It is one thing to make a mistake and quite, another thing not to admit it, people forgive mistakes, because mistakes are usually of the mind or judgment, but people will not easily forgive the mistake of the hearts. The ill intention, bad motives, the prideful justifying.

20. COVER UP THE FIRST MISTAKES If apology will lead to liability and law suit, handle with care a customer calls and tell you she just bought a new model toaster oven and it doesn’t toast. You say “I very much appreciate your concern about the toaster, I want to do all I can to see if we can get it toasting just the way you think it should”. Don’t say “We apologize for this company’s part in putting this defective toaster oven in your hands”.

24. 4. EYE CONTACT: a. Look into the other person’s eye, shows interest in conversation. b. Staring can look threaten. c. The desirable middle ground is reached by shifting your focus to other parts of the face from time to time. d. Avoid playing with your hair, tie or jewelry or biting your lip, drumming your fingers.