1. Etiquette

2. Etiquette ?
Webster’s dictionary defines it as “the forms , manners, and
ceremonies established by convention as acceptable or
required in social relations, in a profession, or in official
life.”
• Manners
• Coded Behavior
• Character
• Habits
• Thought

3. Where Etiquette is required
• Personal
• Family
• Home, Schools, College
• Social, Cultural
• Office
When Etiquette is required
• Part of your life
• You and the environment

4. Why Etiquette is required ?
•Professional etiquette - must for Career
•builds leadership, quality, business & careers
• It refines skills needed for exceptional
service
Without Etiquette
• You limit your potential
• Risk your image
• Jeopardize relationships

5. How Etiquette Pays Off !
• Differentiates them in competitive market
• Honors Commitments to quality and excellence
• Enables them to be confident in a variety of settings with a variety of
people from all walks of life
• Modifies distracting behaviors and develops admired conduct

6. Factors Influencing Etiquette
Psychological
Physical
• Grace
• Beauty Parental
• Handsome Childhood Origin
• External Appearance
Heredity
• Schooling
• Family
• Friends
• Education
• Marital life

7. Your Behavior
Making Right Friends
Cultivating the charm
Class & Quality
Enemy - The Anger
Patience Tolerance - Carrier

8. PERSONAL ETIQUETTE
Personal Hygiene Postures
• Skin •Sitting
• Hair • Standing
• Hands Nails • Talking while standing
• Tooth • Good Posture
• Feet • Impatience
• Shoes • Sitting in Groups
• Hose
• Uniform Mind & Soul
• Jewellery Thoughts
Habits
Character
Attitudes
Prefered Liked Loved
Purpose

9. Personal Etiquette
• Simplicity
• Sense of Taste
Informal • Fitting In
Dress Codes • Color Blending
Formal • Accessories
• Dressing for Occasions

10. Family Etiquette
Parents
Sisters You Brothers
Second Relatives
Third Relatives
• Empathy Relatives
• Sympathy • Rights
• Responsibility • Good Will
• Respect
• Mutuality
• Status
• Advantages
• Heredity
• Disadvantages

11. Basic Etiquette for a happier home
• Don’t nag
• Don’t try to make your partner over
• Don’t criticize
• Give honest appreciation
• Pay little attentions
• Be courteous
• Don’t be Ignorant
• Know first - Talk next

12. Bosses OFFICE ETIQUETTE
Superiors Office Codes Behavior
Rules & Regulations
You
Policies & Principles
Subordinates
Regularity / Punctuality
Casual / Contract Workers
Organising your day
Uniform / Dress Codes
Reporting for duty
Greetings

13. First Name - Formal Style
Official Introductions - Acknowledgements
Business Cards
• Timings
Telephone Manners • Answering a phone
• Identity
Helping Colleagues • Taking a message - Holding -
Short - Crisp - Clear communications
Managing The Boss • Returning Calls
• Wrong Numbers
Handling Subordinates • Long Conversation
• Ending a Conversation
Handling Rivals • Misuse
• Voice Mail
Gossips / Yapping
Conflicts / Disputes / Memos

14. Some Basics of Office Etiquette
Some principles which office employees can utilize to make a
contribution follows
• Be polite, pleasant and courteous when answering the telephone
• Answer promptly any telephone that rings in the office
• Avoid blowing and popping gum in the office
• Be discrete when coughing or yawning
• Avoid applying makeup at the desk
• Use positive body language
• Avoid eating at your desk when dealing with public
• Be tactful with rude people
• Avoid personal conversation when a client is waiting

15. Etiquette for Reprimanding & Counseling
• Begin with praise and honest appreciation
• Call attention to people’s mistakes indirectly
• Talk about your own mistakes before criticizing the other person
• Ask questions instead of giving direct orders
• Let the other man save his face
• Praise the slightest improvement and praise every improvement.
• Be “hearty in your approbation and lavish in your praise”
• Give the other person a fine reputation to live up to
• Use encouragement. Make the fault seem easy to correct
• Make the other person happy about doing the thing you suggest

16. Other things office employees should watch out for follow
• Be punctual
• Avoid annoying habits
• Practice teamwork
• Discourage personal office visitors
• Do not use strong perfume or cologne
• Do not wear noisy jewellery
• Be tactful with rude people
In fact, the efforts of employees will be more fruitful and effective if
each practices the common maxim
“treat a person the way you wanted to be treated”

17. Smile
• It costs nothing, but creates much
• It enriches those who receive, without improvishing those who give
• It happens in a flash and the memory of it sometimes lasts forever
• None are so rich they can get along without it, and none so poor but
are richer for its benefits.

18. Etiquette to make People Like You
• Become genuinely interested in other people
• Smile
• Remember that a man’s name is to him
• Be a good listener. Encourage others to talk about themselves.
• Talk in terms of the other man’s interest.
• Make the other person feel important - and do it sincerely.

19. Etiquette to win People in your way
• The only way to get the best of an argument is to avoid it
• Show respect to other man’s opinions. Never tell a man he is
wrong
• If you are wrong, admit it quickly and emphatically
• Begin in a friendly way
• Get the other person saying “yes, yes” immediately
• Let the other man feel that the idea is his
• Try honestly to see things from the other person’s point of view
• Be sympathetic with the other person’s ideas and desires
• Appeal to the nobler motives
• Dramatize your ideas
• Throw down a challenge

20. Hotel Etiquette
Hotels
Down town / Business / Transit Hotels
Resorts Profile
Motels Product Service
Categorization
&
Classification

21. GUEST SUPPLIES / ROOM SUPPLIES
• Clean my Room Card • Stationary folder containing
• Do not Disturb Card • Letter Heads
• Hotel Rules • Envelopes
• Fire Plan • Guest Comments form
• Hangers • Post Cards
• Bath robe • Telex forms
• Laundry Bags • Scribbling pad
• Laundry list • Pen
• Shoe shine strip • Ash tray with match box on coaster
•Water glasses • Candle stand with candle on coaster
• Bottle openers • Magazines
• Room Service Menu
• Breakfast card hanger
• Business Centre pamphlet
• Sewing kit

22. GUEST SUPPLIES / ROOM SUPPLIES
•Directory of service
• Telephone Directories with covers
• Soap basket with choice of 3 soaps
• Shower caps
• Bed room slippers
• Shampoo
• Good night chocolate
• Bubble bath
• Guest soap
• Moisturizer
• Personalised stationery folder in
• Tooth paste
• Tissue box suites
• Fruits
• Toilets rolls
• Flowers
• W.C. band
• Soft drinks
• Bathroom tumblers with glass
• Cookies
covers on coasters

23. LINEN
•Bath Towels
• Hand Towels
• Face Towels
• Bath Mat
• Bath Rug

24. Dining Etiquette
• Table settings are like road maps that guide you through
the courses of a meal.
• Forks are placed to the left of the plate
• Glasses or crystal stem-ware are to the right of the dinner plate.
• Knives and spoons are placed at the right side of the plate.
• Remember the “etiquette rule”, solids to the left, liquids to the
right.
• During the courses of a meal you pick up the silverware pieces
from the outside in, toward your plate.
• When posting a dinner, don’t forget your guest’s special dietary
needs.
• Do try a little of everything on your plate.
• Napkins are to remain on your lap until the completion of the
meal.
• Do compliment the host/ess on the preparation, tastiness or
presentation of the meal

25. Basic Table Manners
• Beginning of the meal
• Posture
• Eating Soup
•It is best to order foods that can be eaten with a knife and fork.
Finger foods can be messy and are best left for informal dinning.
• Do not order alcoholic beverages.
•Do not smoke while dining out.
• Sit up straight at the table. It makes a good impression.
•Do not season your food before you have tasted it.
• Never chew with your mouth open or make loud noises when you
eat.
•Do not slurp soup from a spoon. Spoon the soup away from you
when you take it out of the bowl and sip it from the side of the
spoon. If your soup is too hot to eat, let it sit until it cools; do not
blow on it.

26. • When ordering or serving wine :
• Red wine generally is served with red meat; white wine with
poultry or fish.
• A wine’s sugar content shouldn’t rival Captain Cruch.
• Nice people don’t drink Ripple, Thunderbird or “Mad Dog”
• Sweet and fortified wines should be served with dessert, not
the main course.
• If it is your main course, get help
•If you feel the need to reach for the last piece of chicken, do so at
your own risk. Impalement is an ugly thing.
• “Finger-lickin’ good” is a slogan, not a suggestion.
• Napkins and sleeves are not interchangeable. Neither are shirttails
and tissues, for that matter.
• If offered a lobster bib, by all means take advantage of it.
• Yes, you are supposed to eat that sprig of parsley decorating your
plate. Think of it as an organic,after-dinner mint.

27. Basic Table Manners
•If food gets caught between your teeth and you can’t remove it
with your tongue, leave the table and go to the mirror where you
can remove the food from your teeth in private.
• You should not leave the table during the meal except in an
emergency.
•Something that you need which cannot be reached easily, politely
ask the person closest to the item you need to pass it to you.
• Dropping down of silver ware
• Food spillage off your plate
• Spitting
• Removing inedible from the mouth
• Offering food at table
• Finger Bowls

28. Foods to be taken by hands
• Bacon
• Bread
• Cookies
• Chips, French fries, Fried Chicken, and Hamburgers
• Hors d”Oeuvres, Canapse, Crudites
• Sandwiches
• Small fruits and Berries on the stem
• Indian Foods
• Snacks
•

29. Cocktail Etiquette
Cocktails and Cocktail Party - Guests are mostly standing and
dress attire can range from business to casual.
Cocktail Buffet - Small tables and chairs are set up for guests after
they fill up their plates at the buffet station. The attire is usually
formal or business attire. This event can last 2-3 hours.
Cocktail Reception - The most formal event. Attire is very dressy
for women and usually black tie for men. The reception can be held
for a distinguished guest of honor or event, such as an opening of a
new performing arts center or film premier. There is so much food
that the reception can count as dinner and Champagne is always
served.

30. Tips to maneuver your way as a guest at a cocktail party
• Do some research on the guests attending the cocktail party.
‘Small talk’ will be much easier for you.
• Determine what your goals are. Whether you are social or
business networking, keep in mind your goal(s) in attending this
party.
• Do extend your hand and introduce yourself to unfamiliar guests.
Maintain eye contact during introductions and conversations.
• Circulate (make the rounds) a little before you head to the bar or
buffet table. Food and drink should not be the main goals.
• Don’t get drunk.
• Do keep conversations away from sex, politics and religin.
• Keep drinks and food in your left hand. Your right hand will be
free for meeting, greeting and departure.
• If attending a cocktail party in a private home, treat household
staff with dignity and respect.There are to be no personal or special
requests from you to the staff.

31. Some Common-Sense do’s and don’ts for dinner :
• When at a dinner party, don’t expectorate on the floor...unless the
hostess does first.
• Never eat peas with your knife, unless mashed potatoes are served
as well.
• Do not ask for something which is irrelevant or N.A.
• Chew with your mouth closed. Everyone else at the table already
knows what you are having for dinner
• Conversation at the table should be light, witty and
extemporaneous. Death, diapers and delivery are not acceptable
topics.
• If your infant must eat with you and your guests and junior spits
his pablum all over your great aunt’s Dior gown, please don’t try to
pass it off by saying: “Isn’t he the outest thing...and so smart, too!”
• “Only cannibles eat standing up.”

32. Other General FAQ’s on Etiquette
• What is the proper way to shake hands ?
• What exactly does RSVP mean
• How early should you begin teaching children etiquette
• For an upcoming dinner party, I plan to give flowers as a hostess
girl. That’s correct, isn’t it ?
• When hosting clients from overseas, where should I take them for
dinner ?
• I’ve noticed a lot of women wearing open toe stiletto sandals at
formal functions in the dead of winter. Is this appropriate ?

33. FAQ’s At Party
•What should you do if you are served a dish at a party that gives
you an allergy?
•If the host is not looking, should you help yourself to another
drink from the bottle?
•If you are seized by a coughing fit during the meal, what should
you do?
•Your host has offered you tea which you do not drink at all
•You are invited to a cocktail party but you do not drink

34. FAQ’s Eating Out
•You have gone to a restaurant where you find the service is very
poor. Calling the waiter is very difficult. What can you do?
•You have seen the waiter dipping his finger in your finger bowl
before bringing it to you. You do not like it. What do you do?
•You go to an expensive restaurant for lunch with a not-too-rich
friend. You want to pick up the tab, so as not to burden him
financially. He, on the other hand, insists on paying the entire
amount from his own packet. What should you do?

35. FAQ’s Travelling
•You have entered your train compartment in a hurry and knocked
over someone’s water pitcher. Of course, it broke. The traveller is a
lady with two children. What should you do?
•You have gone to see a movie and the person behind you is
constantly talking loudly and disturbing you.
FAQ’s At Work
•Your boss who is otherwise very nice is very short-tempered at
times. One day he shouts at you in front of a group of visitors. You
feel humiliated. What will you do?

36. Etiquette
Thank you!