Effective Business Etiquette

An Overview

Student, ICSI Registration No. 320686482/03/2011

Project Report on

Business Etiquette

Submitted in partial fulfilment of the requirements for

Executive Development Programme

Conducted by ICSI in association with

GurukulOnline Learning Solutions

June 2013

By

Priyamvatha. C

(ICSI REG. 320686482/03/2011)

1

Table of ContentsBusiness etiquette-Introduction............................................................................................................4

The Basics..........................................................................................................................................5

Forms of Business Etiquette..............................................................................................................5

It’s about people............................................................................................................................6

Peers and subordinates.................................................................................................................6

Superiors........................................................................................................................................7

Making Introductions............................................................................................................................8

General tips for introductions:..........................................................................................................8

Introducing yourself..........................................................................................................................9

Shaking hands..................................................................................................................................10

Types of handshake.....................................................................................................................10

Wet Fish handshake.....................................................................................................................10

Dead Fish handshake...................................................................................................................11

Hand hug handshake...................................................................................................................11

Bone crusher handshake.............................................................................................................12

Queens handshake......................................................................................................................12

Hand pull handshake...................................................................................................................13

Proper Handshake...........................................................................................................................13

Name tags........................................................................................................................................14

Presenting business cards................................................................................................................14

Effective Telephone usage and Etiquette............................................................................................16

Mobile Phones.............................................................................................................................17

E-Mail Etiquette...................................................................................................................................18

Rules to be followed........................................................................................................................19

Dressing Etiquette...............................................................................................................................22

Dressing for work.............................................................................................................................22

Dressing etiquette – some common points.....................................................................................22

Specific etiquette for men...............................................................................................................24

Specific etiquette for women..........................................................................................................25

Concept of Business casuals............................................................................................................26

Dining Etiquette...................................................................................................................................27

Tips for Business dining...................................................................................................................27

2

The Dinner Table Setting.................................................................................................................29

Conclusion...........................................................................................................................................30

3

Business etiquette-Introduction

People are a key factor in your own and your business’ success. Many potentially worthwhile

and profitable alliances have been marred due to an unintentional breach of manners

Etiquette is the customary code of polite behaviour in a society. Etiquette is about presenting

yourself with the kind of polish that shows you can be taken seriously. Etiquette is also about

being comfortable with people and making them comfortable.

Most behaviour that is perceived as disrespectful, discourteous or abrasive is unintentional,

and could have been avoided by practicing good manners or etiquette. We have always found

that most negative experiences with someone were unintentional and easily repaired by

keeping an open mind and maintaining open, honest communication.

Basic knowledge and practice of etiquette is a valuable advantage, because in many

situations, a second chance may not be possible or practical. There are many written and

unwritten rules and guidelines for etiquette, and it is certainly imperative for a professional to

learn them.

These guidelines have some difficult-to-navigate nuances, depending on the company, the

local culture, the requirements of the situation. Possibilities to commit a gaffe are many, but

one can minimize them, have a quick and smooth recovery and avoid causing a bad

impression by being generally considerate and attentive to the concerns of others, and by

adhering to the basic rues of etiquette. When in doubt, stick to the basics.

4

The BasicsThe most important thing to remember is to be courteous and thoughtful to the people around

you regardless of the situation. Address conflict as situation-related, rather than person-

related. Apologize when you step on toes. You can’t go wrong if you stick with the basics.

Avoid raising your voice and sometimes, surprisingly, it can be much more effective at

getting attention when you lower it. Avoid using harsh or derogatory language towards

anyone (present or absent), or interrupting. You may not get as much “airtime” in meetings,

at first but what you do or say will be much more effective because it carries the weight of

credibility and responsibility.

The following are the guidelines and tips that are helpful for dealing with people in general,

at work and in social situations.

Forms of Business Etiquette

5

Workplace Etiquette

E-Mail Etiquette

Telephone Etiquette

Dressing Etiquette

Dining Etiquette

It’s about peopleTalk to and visit people. Don’t differentiate by position or standing within the company.

Secretaries and clerical staff actually have tremendous power to help or hinder your career.

Next time you need a document prepared or a conference room arranged for a presentation,

watch how many people are involved with the process and make it a point to meet them and

show your appreciation.

Make it a point to arrive ten to fifteen minutes early and visit people who work near you.

When you are visiting another site, linger over a cup of coffee and introduce yourself to

people nearby. If you arrive early for a meeting, introduce yourself to the other participants.

At social occasions, use the circumstances of the event itself as an icebreaker. After

introducing yourself, ask how they know the host or how they like the snacks. Talk a little

about yourself-your hobbies, kids, pets; just enough get people to open up about theirs and

get to know you as a person.

It is a good idea to remember what you can about people; and to be thoughtful. Send cards or

letters on birthdays or congratulations for promotions or other events, send flowers or

engagements, weddings or in condolence for the death of a loved one or a family member.

People will remember your kindness, probably much longer than you will!

Peers and subordinatesA significant number of new appointees fail in their first jobs. The key reason for their failure

is their inability to build good relationships with peers and subordinates.

Social rank or class is a cornerstone of social interaction in many cultures. The corporate

climate is no exception. People tend to feel uneasy until they have seen an “organizational

chart” or figured out who reports to whom. They feel that it is more important to show

respect and practice etiquette to superiors than with peers or subordinates.

6

The current ever-changing social and economic climate is one of rapid advancement through

technology, which makes it very possible (and even likely) for a present colleague to become

an important client tomorrow, or an administrative assistant to become a manager. Mergers

and acquisitions add to this “class mixing”, causing a former competitor to become a co-

worker overnight.

This can make things awkward if you treat people differently depending on their “corporate

standing”. If you show respect and courtesy to everyone regardless of position or company,

you avoid discomfort or damaging your chances in any unexpected turn of events.

Having a consistent demeanour improves your credibility. Even the people at the top will

begin your motives if you treat VIPs with impeccable courtesy and snap at counter clerks.

SuperiorsThe only thing you owe your boss above and beyond what you owe peers and subordinates is

more information. Unobtrusively be sure he or she knows what you are doing, is alerted as

early as possible to issues that may arise, and is aware of outcomes and milestones. It goes

without saying that you should speak well of him or her within and outside the company.

7

Making IntroductionsIntroductions are one of the things we do frequently in our work life and daily life. The

intention is to introduce several people to each other. There are few key rules to know to

ensure you conduct your introductions smoothly and according to the traditions of business

etiquette.

General tips for introductions: Use friendly relaxed manner when introducing people. Remember to smile

Mention both the first names and last names distinctly, including titles. However do

not use first names in the following situations unless specifically requested to do so:

o To a superior in one’s business

o To a business client or a customer

o To a person of higher rank

o To professional people offering their services

o To an older person.

If you are in a group and making many introductions at once, include a bit of

information about each person. This helps facilitate further conversation

In a large group, remembering many names and faces can be overwhelming. Try to

introduce only a few people at a time.

Be discrete and do not say anything that would embarrass the guest or those being

introduced.

8

How to handle different introductory situations: The younger person is introduced to the older person

A man is introduced to a woman

A less important person is introduced to a more

important person

A younger couple is introduced to an older couple

An untitled person is introduced to a titled person.

For example, “Mr. Vice-President, May I introduce

you to Mr. Agarwal.”

Use titles, unless requested not to.

If you forget someone’s name, apologize briefly and wait for the persons involved to

volunteer their names.

If you are uncertain how to pronounce someone’s name, ask them for the correct

pronunciation prior to introducing them if possible.

If you are introduced t someone and you do not hear the name clearly, simply ask

them to repeat it.

Introducing yourselfThere are occasions in which you need to introduce yourself. For example, if you are meeting

new colleagues, associates or clients. To introduce yourself, extend your hand and say

“Hello, I am _____, I am the __________ with company ______.”

9

Shaking hands

Types of handshakeThere are various types of handshake. But most commonly found handshakes are as

follows :

Wet Fish handshake

Dead Fish handshake

Hand hug handshake

The bone crusher handshake

Queens handshake or the hand pinch handshake

Wet Fish handshake

The hand when shaken is as slippery as a wet fish indicating the nervousness from

which the name cames. We tend to sweat when we are nervous. It means that the person can

be traded easily as it shows a weak characeristic. Nervousness shows the weak character in

you.

10

Dead Fish handshake

Dead handshake shows the low self image that the person has. There is no life in the

hand shake of such person. There is no confidence. It is as if holding a dead fish which

doesnot move. The person doesnot move his hands or pinches or does anything. It gives an

impression of holding a dead fish in our hands.It is also known as limp handshake as limp

means lack of internal strength.

Hand hug handshake

Hand hug handshake is handshake wherein both the hands are used to shakehands. As

we all know this a popular handshake among the politicians to show their trustworthiness to

their people. It gives an assurance to the person who recieves the handshake that you are

believable.In this handshake the clenched hands are covered with the other hand. Shaking the

persons hand in between the two hands.

11

Bone crusher handshake

The bone crusher handshake shows the dominant personality traits. For example, I am

the boss and you do what I tell attitude. It shows the authoritative attitude of a person. It may

also be due to the persons weaknesses which he doesnot want the other person to know. As a

result of which he shows his dominance right at the beginning itself with his handshake. It

can be found among top officials, politicians etc who have an authoritative advantage over

the other person. Also known as the finger squeeze handshake.

Queens handshake When only the fingers are offered for shaking instead of the palm is what is known as

the queens handshake.It is also known as the palm pinch handshake. It can be commonly seen

when handshake between a man and a woman. It is given by a person who is not having

knowledge of proper handshake. They are not good at social skills and have their boundaries.

They are not outspoken and is not correct for running an effective business.

12

Hand pull handshake Hand pull hand shake shows an aggressive attitude by the person who offers his hands.

This is when the person grabs your hand and pulls it close to them. This might be because of

reasons such as difference in the regional tradition or insecurity or that the person wants to

take control of the situation.

Proper HandshakeWhen you are introduced to someone you should always stand and shake hands and make eye

contact. A handshake is the physical greeting that accompanies the verbal introduction. Not

shaking hands could be perceived as a sign of rejection and could be very insulting to the

other person.

A handshake should be firm but not be bone crushing. You should grip the other person’s

hand so that the webs of your thumbs meet. Shake hands a couple of times being sure to

perform the motion from elbow and not from the shoulder. If you are wearing gloves, you

should remove them before shaking hands.

13

Name tagsIf name tags are worn, they should be placed on the right shoulder. The reason for this is that

most people are right handed and when people shake hands, using their right hand, this is

where the eye can best see the name tag and the name of the person.

Presenting business cardsIt is essential to have a supply of business cards on hand at all times. They should be in a

place that is easy to reach so you don’t have to hunt or fumble for them when you need one.

If you are going to be at a meeting or event where you expect you may want to have them

available, place a few in your jacket pocket or in a convenient location in your purse.

Always have business cards that are clean, neat and

accurate. If you have more than one business, have

more than one card and have them filed separately so

that you can easily find the one you need. Old, dog-

eared business cards with information crossed out or

corrected by hand do not portray a professional

impression.

Present your business card face up and turned so that the person you are giving it to can read

it. Be selective in distributing business cards, don’t hand them out as if you were dealing out

a pack of cards. Give them to people who express an interest in you or who offer you theirs.

If someone offers their card, don’t turn it down.

Most people, when they are handed a business card simply slip it into their pocket or folder

without looking at it. When handed a business card, take time to read it. Say the name of the

person out loud to check that you have the correct pronunciation. If you are uncertain of the

pronunciation, ask them to pronounce it for you.

14

Make note of the company name and the title and if possible comment on previous

experience you have had with the company or ask something about the person’s company or

position there to show your interest.

15

Effective Telephone usage and EtiquetteTelephone is an indispensable item of business equipment and, if used improperly, can cause

client dissatisfaction or loss of customers.

Telephone technology can create the illusion that you are a much bigger operation than you

actually are. But if you don’t know how to use the technology properly, you will create

instead, the illusion of incompetence.

Ask a caller’s permission before putting on hold.

Studies indicate that callers become annoyed after

being on hold for 17 seconds. Reduce their

annoyance by asking permission, explaining why

they are being put on hold and by giving an

estimated time that will elapse before you return.

Ensure that no more than four rings elapse before the call is directed is directed to

voice mail.

If the phone is to be answered in person, try to answer in three rings. Avoid leaving a

phone ringing indefinitely without answering.

If switchboard operators leave their post even for a short time, ensure that incoming

calls are switched to voice mail.

Answer the phone with your business name and your own name. If answering a call

that has been transferred to you, answer with your name. Mistakes in transferring calls

occur often enough that callers have little faith that the person saying “Hello” is

actually the intended person.

16

Be aware that coffee drinking, gum chewing and cigarette smoking are clearly audible

over the telephone. Instruct personnel to avoid these activities while talking on the

phone.

Some Dos Return calls promptly

Send E-mail rather than call if the message is not time sensitive

Identify yourself in all forms of telecommunication

Get to the point quickly

Know what you are going to say before the beep when leaving a voice message

Some Don’ts Eat while talking on the phone

Send faxes of more than 10 pages without asking for permission

Interrupt a face-to-face interaction to talk on the phone

Have an assistant place calls

Mobile PhonesSwitch off your mobile phones at meetings

Ringing mobile phones disrupt meetings. Everyone, the holder included, gets disturbed. The

object of the call may or may not be urgent but the caller has no way of knowing that you are

at a meeting. It is best to switch off the device when you are unable to attend to it. If the

meeting is a long one, and if you expect important calls, switch to the vibrator mode. When it

vibrates, check as unobtrusively as you can and return to the meeting.

17

E-Mail Etiquette E-Mail is one form of written communication that is getting

increasingly used in the modern world. This new form of

communication has brought in its own set of peculiarities

and hence a need to understand the medium is inherent to be

an effective communicator.

E-mailing is the surest way to reach via the electronic

media, the most cost effective alternative to the phone, fax and courier. What is needed is a

right attitude to communicate for building relationships, making friends, reaching relatives,

interacting with acquaintances or just about bridging gaps of communication.

E-mail is also the easiest and cheapest way to spread your business message. Starting e-mail

newsletters, employing auto responders, participating in e-mail discussion lists, and other

effective uses of e-mail all demonstrate the power and simplicity of e-mail.

Email with all its might is still a tool for communication whose use depends on the user.

Many people send email replies late or not at all, or send replies that do not actually answer

the questions one asked. If one deals professionally with email, email etiquettes can provide

him/her with that all important competitive edge.

The need for email etiquette:

Professionalism: by using proper email language you will convey a professional

image.

Efficiency: emails are to the point and are much more effective than poorly worded

lengthy mails

18

Protection from liability: employee awareness of email risks, will protect your

company from costly law suits.

Rules to be followedGive a pertinent subject line: Make it easy for

your reader to see what your email correspondence

relates to. Many people fail to update their subject

like and so mislead the receiver. It’s important to

realise that some people transfer mails to trash

simply on reading the subject line. Hence if you

really want people to read the email, make the subject line specific and interesting.

Use Upper and lower case letters: One of the biggest mistakes people make is to type with

their Caps lock on. Capitals are extremely rude in electronic media and seen like shouting in

a verbal conversation. It is ok to use all-caps for headings and/or titles in your messages. Or

even to emphasize certain words, but anything beyond that is equivalent to screaming at

someone.

Make up for the missing non-verbal: Several essential ingredients of communication are

missing in email; these are the body language, the voice and the facial expressions of the

sender.

Because this information is missing it is very easy to have an email taken the wrong way.

What may be written as a joke may be perceived as an insult because the reader can’t see the

smile on your face. What may be written as a straightforward explanation may be considered

patronizing because the voice inflection, which would, in face-to-face conversation,

differentiate the two, is missing. Therefore, explain the context of your thinking and reduce

your chances of being misunderstood.

19

Acknowledge the receipt of emails: It doesn’t take long to write back to someone and say

“Thanks” for an email. It can help the person at the other end simply because they know

you’ve received it. If they don’t hear back from you for some time they’re left wondering

whether you received it or not. Emails don’t go missing. Let people know you’ve got theirs.

Especially if they’ve gone to a lot of trouble to send you the information, submit an

application or proposal, or send a complaint or inquiry.

Be sharp and to the point: Messages should be concise and to the point.

Using Abbreviations: Visual cues can be incorporated in a conversation. Facial expressions

or body gestures are important and do matter a lot. But in business emails abbreviations such

as BTW (By the way) LOL (laughing out loud) etc are not appropriate and the recipient may

not be aware of them.

Signatures: Attach a signature at the end of each message you send

Grammar and punctuation: Don’t Type in a big mass of text. Divide in paragraph, use

applicable punctuation, commas, etc. Check spelling.

Answer swiftly: Customers send an email because they wish to receive a quick response. If

they did not want a quick response, they would send a letter or a fax. Therefore, each e-mail

should be replied to within at least 24 hours, and preferably within the same working day. IF

the email is complicated, just send an email back saying that you have received it and that

you will get back to them. This will put the customer’s mind at rest and usually then they will

be very patient.

Add Disclaimers to your emails: It is important to add disclaimers to your internal and

external mails, since this can help protect your company from liability.

20

Read the email before you send it: Check for mistakes which may have inadvertently

cropped in. Reading the email through the eyes of the recipient will help you send a more

effective message and avoid misunderstandings and inappropriate comments.

Use BCC field or mail merge: To avoid publicizing someone else’s email address without

their permission, place all addresses besides the intended recipients’ in the BCC field. If

using Microsoft outlook and MS word, using the mail merge feature allows you to address

each recipient personally.

Use active voice instead of passive: Try to use the active voice of a verb whenever possible.

For instance, “we will process your order shortly” sounds better than “your order will be

processed shortly”. The former sounds more personal and involved whereas the latter sounds

unnecessarily formal.

Do not overuse Reply to all: Only use Reply to all option if you really need your message to

be seen by each person who received the original message.

Do not use e-mail to discuss confidential information.

21

Dressing EtiquetteIntroduction

Dressing for work It can be insulting to your co-workers or clients to show a lack of concern about your

appearance. Being wrinkled, unshaven, smelly or

unkempt communicates that you do not care

enough about the situation, people or the company

to present yourself respectably. One must always

practice impeccable grooming.

Unless the job requires you to wear a uniform,

choosing clothing for work can be difficult. Dressing for office no longer means a formal tie

and suit attire only. Although a majority of offices still expect their employees to carry that

one conservative code of dress, but with the IT era, a lot of companies have come to accept

informal dressing. However this shift has left employee confused on the fine line between

casual and sloppy.

Dressing etiquette – some common points Hair : Hair should be clean and neatly styled. One must wash their hair frequently

and not have hair styles like spikes etc. and women should avoid wearing

glittering hairbands etc. That doesn’t mean you should not have any style. Only

thing is it should be professional. Always keep a hairstyle which suits your face.

There shouldn’t be any unwanted hair.

Face : As far as face is concerned it should be neat and bright and always

presentable. So women should wear light make up to their face. It should neither

be flashy nor be dull. It should also be suitable for their face and complexion. As

22

far as men are concerned they should have their face cleanly shaven. They should

not shave once in a week and walk into offices with beards which is not proper

etiquette.

Mouth : Your mouth should be clean. Brush your teeth properly. Use chocolate or

gums to remove the smell of cigar after you smoke. Do not go directly and talk to

any person after smoking as they may catch a bad breath. So always make sure to

have something to subside the smell. Use a mouthwash after you brush your teeth.

Hands : Both men and women must have clean hands. They should regularly and

neatly trim their finger nails. There shouldn’t be any dirt in the nail. It should be

cleaned as well. Women should not wear glittering nail paints.

Body : Always shower before going to office. It is very indecent to go to office

without a shower. Use deodorant if you are a person who sweats profusely. But do

not use perfume along with your cologne as they may not complement each other.

Do not use too much of the perfume or deodorant. Deodorants are not for the

whole office to know that the smell is coming from you.

Other points : Do not groom yourselves in the office. Do not comb your hair in

front of everyone. Wear clothes which are neatly pressed and wrinkle-free. Do not

wear unpolished shoes to office. Wear clothes which are well fitting, not too tight

or too loose. Always show care in choosing your accessories, bags, jewellery etc.

both for men and women. Tattoos are not for professionals. Dress according to the

region and climate and make sure that you are presentable at the same time

comfortable.

23

Specific etiquette for menIn most of the organisation formal dress for men is coat shirt and suit. The colour of the coat

should complement the colour of the trousers. It should fit perfectly. Care should be taken

even in matching the tie. The buttons and zippers should be good. Dark colours are preferable

for coats. There are certain shades which do not look business like. Avoid those colours.

Avoid shining material shirts. Choose a good fabric for your dress both suitable and

comfortable to you. The tie should neither be long nor short. Know how to tie the tie

properly. Always wear leather belt. Wear proper formal socks and not any other socks. Never

wear torn socks. It will be degrading you. Men should avoid wearing jewellery. Always wear

leather shoes that are polished neatly. If there is any dress code apart from these specified by

the organisation then it shall be adhered to as well.

24

Specific etiquette for womenWomen have the option of wearing either formal suit or salwar suits or saree as far as India is

concerned. The dress should be neatly pressed. They should avoid too much of accessories.

Women can wear medium heels. However it

should be comfortable to walk with. Do your

make up wisely. Do not apply too much of make-

up. Do not wear low neck or attractive clothes.

Hair should be neatly combed and tied up or be

held in place. No hair should fall on face. You

must be neat. Wear clothes only if you can carry yourself well in it especially when it comes

to saree. Do not wear something which you are not used to wearing and which you are not

comfortable in. Dress must be properly pinned. Avoid wearing glaring jewellery and

attracting to much of attention out of the way of work. Unwanted hair is not ethical and it

should be removed.

25

Concept of Business casuals Business casual does not mean you can wear anything of your comfort to office. One should

never wear jeans for business casual. It just

means you can wear dresses apart from suit.

The practice of casual may vary from one

organisation to another. Even though it is

casual wear it should be neatly washed and

ironed. Men need not wear ties or coats. But

they must wear matching socks, bet and

proper shoes. Women can wear anything

which is appropriate and decent. Women should avoid tight clothing.

One has to dress according to their job and industry. “If you are a manager, dress like a

manager” goes the universal theory on dressing for success. It means you have to dress

according to your job profile. All you have to do is identify your job profile. Not all

executives, even if they’re roughly on the same level in the corporate ladder dress the same

way. One executive’s everyday office attire could be another executive’s formal banquet

attire. Each industry has its own peculiar dress code. For instance, those in creative fields,

like publishing and advertising, allow more flamboyant dressing, with room for those stylish

individual touches. Dress for the occasion. Even within an industry, the dress code prescribes

certain attires for certain occasions. In case of your superior’s farewell party, you need to be

dressed formally. However for a weekend office meet you can sport the casual look. If you

have to attend or host a meeting, then a formal look is essential. It is not only your superiors

and peers that expect you to dress a certain way, your clients and suppliers have similar

expectations. Again if you are a newcomer to the industry, it helps to ask the more

experienced employees for advice on how to dress right.

26

Dining Etiquette Many impressions are formed during a social gathering like parties or dinners. This can make

or break a key business arrangement, whether or not business is discussed directly.

Before an event, use your address

book or database to refresh your

memory about the people you are

likely to meet. If you forget

someone’s name, you can

sometimes cover by introducing a person you do know first which will usually prompt the

unknown person to introduce him or herself. If it doesn’t work, an admission and an apology

that you’ve had a mental block is preferable to obvious flailing around.

Tips for Business diningGood manners do more than show off your good upbringing. When you know and practice

the rules of etiquette, you can relax in social situations. You don’t need to nervously second

guess your every move. That means you can concentrate on the business at hand and get the

job done.

Answer an invitation within twenty-four hours.

Briefcases and handbags should be placed out of the way and out of sight.

Don’t put them on the table or block the waiter’s path.

Chew with your mouth closed and be careful not to make any distracting noises.

Don’t pass the salt without pepper.

Excuse yourself if you must leave. Fold your napkin neatly and place it on your chair.

Push the chair back into the table and walk away.

Call and confirm your dinner engagement just in case. Check the time, directions and

dress code.

27

Keep pace with your companions. Skip a course if you are lagging behind. Slow down

if you are bolting ahead.

Napkins belong on your lap and do not tuck them under your chin. When you are

done with the meal place them on the left side of the plate and not on the dirty dish.

Order last if you are the host. Ensure your guests comfort first.

Do not comb, smoothen or even touch your hair.

Refrain from eating until the guest of honour (seated to the host’s right) begins. If you

are the guest of honour, do not begin eating until everyone has been served.

Sit when the host gestures you towards a seat. Don’t just walk up and grab a place at

the table. Likewise, if you are the host, plan seating arrangements beforehand.

Toothpicks are not to be used in front of companions

Complain about poor service, poor quality food etc. in a feedback form or a separate

letter to the manager of the restaurant next day. Refrain from creating a scene during

the dinner and making the guests uncomfortable. Simply say, “This restaurant is not

up to its usual high quality tonight,” and leave it at that.

Wait for your hosts or guests if they are late. Do not order a drink or unfold your

napkin or start eating the bread. The table should be clean when the companions

arrive.

Expect the host to pay the bill. Do not argue when the bill comes

Your mouth should not be full of food when you take a sip of wine or water. Chew,

swallow and then take a drink.

Zipper your mouth. Never complain when you are the guest. If the food is terrible,

grin and bear it. If you spot a bug on the wall, look the other way.

28

When sitting at a banquet table, you may begin eating when two people to your left

and right are served. If you haven’t been served, but most of your table has, encourage

others.

Reach only for items in front of you, ask that other items be passed by a neighbour.

Offer to the left; pass to the right, also once things start being passed go with the flow.

The Dinner Table Setting

29

Bread plates to the left, liquids to the right; use utensils farthest from the plate

first and work inwards with each course.

The fork goes on the left. The spoon and knife go on the right. Food items go

on the left, so your bread plate is on your left. Drinks including coffee cups

should be on the right.

Dessert utensils are placed above your dinner plate.

30

ConclusionWhen it comes to office etiquette, there is a lot to consider and a lot more to learn.

Volumes of information have been written on what is right and correct in business

etiquette. The important thing to remember is that if you strive to make the prople

around you feel comfortable and valued, you have succeeded to a great extent. Good

manners do more than show off your good upbringing. When you know and practice

the rules of etiquette, you can relax in social situations. You don’t need to nervously

second guess your every move. That means you can concentrate on the business at

hand and get the job done.

31