UNIV ERSIT Y OF

Running Head: Etiquette in Business

Business Etiquette

PRESENTATION GROUP 1

GROUP MEMBERS:

Michelle Bailey-Lindsay – 0413163

Sancia Bacchas – 1305449

Pollydean Thomas- 1303709

Chavell Wilson – 1303707

Tifany Broomfield-Williams - 1304695

Shriever Rashford - 1401011

Dwayne Nelson-

Submitted in partial fulfillment of the Bachelor of Business Administration Degree Programme, to Ms. Vinette Rowe in the School of Business Administration, College of Business Management

March 17, 2015

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UNIVERSITY OF TECHNOLOGY, JAMAICA


Table of Contents

Introduction......................................................................................................................................2

Appropriate introduction, greeting and toasting in a business setting…………………………..3-8

Professional attire to suit business occasion...............................................................................9-14

Telephone, office and cell phones etiquette.............................................................................15-24

Appropriate use of the internet, email and social media in the workplace...............................25-27

Telephone, office and cell phones etiquette.............................................................................28-35

References......................................................................................................................................36

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Introduction

Business Etiquette is the expected behavior and expectation for an individual actions

within a place of business. It involves treating coworkers and customers with respect and

courtesy. Etiquette is not about rules & regulations but is about providing basic social comfort and

creating an environment where others feel comfortable and secure, this is possible through better

communication. Etiquette in Business encompasses a range of factors. Verbal and non-verbal

communication are a large part of etiquette; introductions, greetings and toasting, professional attire,

telephone, office phones, cell phone etiquette, appropriate use of the internet, e-mail, social media and

dinning etiquette.

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Appropriate introductions, Greeting and Toasting in a Business Setting

Greeting

In business, the first thing we do when we meet someone is shake hands.

While it seems simple enough, this "first impression" greeting sends a powerful message about

you and your respect for others.

For the most part, the western-style handshake is the accepted form of greeting in the

international business world. However, the manner in which it is performed varies from country

to country

Toasting

Toasts are formal expressions of goodwill, appreciation, or calls for group attention to an issue or

person in a public setting, often followed by synchronous consumption of beverages.

One proposes a toast, rather than “making” a toast or simply “toasting,” because for it to truly be

a toast, everyone in the group, team, or community must participate.

Etiquette is a conventional social custom or rule for behavior, but social customs and rules for

behavior vary across communities and cultures.

Germany introduction

When introducing yourself, never use your title. Introduce yourself by your last name only.

Shake hands with everyone present when arriving and leaving. Additionally, you should

maintain eye contact while greeting him or her. Because the Germans are more socially formal,

they follow a strict sense of etiquette at work. In business settings, introductions are only made

by those in authority. So, if someone starts working at an office, he /her boss would be the one to

introduce him/her to the other people in the office.

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German business etiquette

Germans value order, privacy and punctuality. They are thrifty, hardworking and industrious.

Germans respect perfectionism in all areas of business and private life. In Germany, there is a

sense of community and social conscience and strong desire for belonging.

Meeting and Greeting

At a business or social meeting, shake hands with everyone present when arriving and

leaving.

When introducing yourself, never use your title. Introduce yourself by your last name

only.

Never shake hands with one hand in your pocket.

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Names and Titles

Use last names and appropriate titles until specifically invited by your German host or

colleagues to use their first names.

Titles are very important. Never use titles incorrectly and never fail to use them. If

unsure, err in favor of a higher title.

A Doktor can be either a medical doctor or a holder of a Ph.D.

Two titles should not be used at the same time, except when addressing a letter to

someone. If a person does hold several titles, the higher one is used in speaking to

him/her.

Body Language

Germans may appear reserved and unfriendly until you get to know them better.

Never put your hands in your pockets when talking with someone.

"Thumbs up" gesture means "one" or is a sign of appreciation or agreement.

Making hands into two fists, thumbs tucked inside the other fingers and making pounding

motion lightly on a surface expresses "good luck."

Never use the "okay" sign (index finger and thumb jointed together to make a circle).

This is considered a rude gesture.

Don't point your index finger to your own head. This is an insult.

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Toasting Manner

Nobody drinks at a dinner party before the host has drunk. The host will raise his glass to

the woman on his right and then toast to the health of the group. Thereafter, people may

drink as they see fit.

When toasting as a guest, hold the glass only at the stem, clink your glass with everyone

near you at the table and say Prosit, then take a drink. Then look into the eyes of someone

at your table and lift your glass just slightly, then bring your glass down to the table.

Sweden introduction

If no one is available to introduce you, shake each person’s hand and introduce yourself.

Introduction may be difficult as they depend upon the circumstances of a particular situation.

Generally, whenever possible, it is best to be introduced by a third party. When introducing

yourself, it is essential to shake hands in a firm manner. However, this is typical mostly for

the initial stage of a business encounter and may not be expected at subsequent meetings.

The Swedes are considered friendly and open in discussions but tend to speak only when

they have something important to say in other words, there is no necessity to speak if you do

not really have anything to contribute.

Swedes tend to call people by their first names regardless of their status. This informality

does not necessarily mean familiarity and Swedes often keep their work and personal lives

separate.

Swedes keep their body language and hand gestures to a minimum, rather than relying on

non-verbal forms of communication. They prefer to maintain some personal space in their

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interactions so be sure to leave enough distance between you and the person you’re talking

to. Always wait to be introduced to strangers. Shake hands with everyone individually in any

group both when being introduced and when departing.

Sweden business etiquette

Sweden is a predominantly middle class country with one of the most far-reaching social

security systems in the world. Patriotism is important to Swedes, who are very proud of

their nation, towns and regions.

Meeting and Greeting

Shake hands with everyone present -- men, women, and children -- at business and social

meetings. Shake hands again when leaving.

Younger people generally do not shake hands when meeting friends. Older people expect

a handshake when being greeted or when leaving.

If no one is available to introduce you, shake each person's hand and introduce yourself.

Body language

Generally, Swedes are reserved in body language. They do not embrace or touch often in

public.

Maintain eye contact at all times while talking with someone.

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Toasting Manner

Toasting is something of a formal ritual in Sweden. Don't take a drink until your host has

given a toast.

Look into the eyes of the person being toasted and say Skål (Skohl).

Allow hosts and seniors in rank and age to toast first.

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Professional Attire to suit business occasion

Dress for Success

You never have a second chance to make a first impression” It takes less than 5 seconds to form a first impression.

Personal Image

Your image has the power to attract or repel others, so take advantage of your personal image

make it a walking advertisement. What the employer sees is only the tip of the iceberg. He only

sees about 3 percent of who you really are. The image you project in those first few seconds can

repel or attract others.

Women – Formal Business Attire

A classic black suit is a great choice, especially if you only own one suit

Simple white button-up shirt, not too low cut

Coordinating black closed-toe heels

Conservative makeup

Fingernails are neat and neutral

Classic jewelry—a pearl strand and earrings

Overall clean and neat appearance

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Men – Formal Business Attire

Well-tailored gray suit

Black shoes, black socks, and black belt all match

Shoes are shined and free of scuffs

Blue shirt adds a bit of color, while still being relatively conservative

Tie has a simple pattern that is not distracting

CHINA

Business Attire for Women

If you are a woman, special style rules apply. Chinese business women dress quite

conservatively, and you should mimic this style. You should not wear anything revealing. If you

choose to wear a dress, the hem needs to be below the knee or the dress is considered

inappropriate. You should also wear a high neckline.

Avoid wearing extremely high heels, regardless of what you are wearing. A shoe with a low heel

is acceptable, but the heel must be extremely small. If your hosts are shorter than you, do not

wear a heel at all. It will be considered a sign of disrespect and rudeness. Only closed-toe shoes

are worn, such as pumps. Open-toe shoes are inappropriate for the Chinese workplace.

You also cannot wear flashy or large jewelry, regardless of what you wear. If you choose to wear

jewelry, choose pieces that are small and appropriate. Do not wear large earrings, large jeweled

rings, or bulky necklaces.

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Business Attire for Men

If you are a man, the proper business attire in China is not that different from conservative

companies in the West. You should wear a conservative suit and tie. Always wear a tie, and

choose ties in neutral colors. Avoid bright, flashy ties and patterns.

In China, you also need to keep your suit jacket on at all times. It is considered rude and

inappropriate to remove the jacket during the meeting, and it will be thought of as a sign of

disrespect to the company hosting you.

You should wear a suit to any business social event. Even for formal events, a business suit is

appropriate; tuxedos are rarely worn.

Like shoes for women, only closed-toe shoes are worn by businessmen. Never wear casual

footwear, athletic footwear, or sandals in an office environment.

Don't wear jewelry other than a good quality watch and perhaps a wedding band. If you are

meeting with a very important company, you should wear a nicer watch. If you don't own an

expensive or a nice watch, do not wear a replica watch. It is likely that your host will be able to

spot the fact that the watch is a fake. Instead, opt for no watch at all

o DON'T- wear bright colors or shorts for business meetings. Women should wear conservative,

dark-colored clothing and men should wear suits. Taller women shouldn't wear very high heels;

either flats or small heels are preferred.

o DON'T - wear revealing outfits if you are a woman. It's generally frowned down upon in China.

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Jamaica

Men

Wear long-sleeved, collared shirts with your suits and basic ties that reach your waistline. Select

dark-colored shoes that match your suit with matching socks and a belt. Socks should match your

shoes, slacks or entire suit and must be long enough to extend above your pant cuff when seated

so as not to reveal the skin on your legs. Refrain from wearing jewelry, unless it’s a watch,

wedding ring or fraternity ring.

Women

Women have more choices when it comes to outfit variety since they can also wear skirts,

however skirts should be approximately knee-length or longer. Mix and match pieces to create

the illusion of a larger wardrobe by buying the same three-piece suit -- skirt, slack and jacket --

in multiple colors. Your clothing should not be too short, tight or revealing. When it comes to

accessories, less is more. Avoid over-accessorizing and ensure your jewelry or scarves match

your outfit and are not too flashy. Choose simple earrings and bracelets that are not noisy and

distracting, should you desire to wear any. Wear closed-toe, closed-heel shoes such as a basic

dark-colored pump.

INDIA

In recent years, the dress code in Indian business settings has undergone a transformation.

Moreover, it also differs widely across regions and business sectors. Therefore, it is difficult to

make a generalization about the most appropriate way to dress that will be valid across India.

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However, the following points should assist you in making the right decision.

Normal business dress for men is a suit and tie. However, since India has a warm climate, often

just a full-sleeved shirt with a tie is also acceptable. It is also important to select neutral colors,

which are subdued and not very bright.

In most companies, particularly in the IT sector, however, the dress code is much more casual. It

is not unusual to find people wearing T-shirts and jeans with sneakers. However, as a visitor,

conservative, though not formal, dress is advisable.

For foreign women, pant-suits or long skirts, which cover the knees, are more acceptable to

wear. The neckline of the blouse or the top should be high.

For women, a salwar-suit is also acceptable for business dress.

Jeans with a T-shirt or short-sleeved shirt are acceptable as casual wear in informal situations for

both men and women.

You can wear casual dress if invited to a social gathering. However, if a foreigner wears an

Indian costume [kurta-pajama for men, and sari or salwar-suit for women], this kind of dress is

also appreciated, and often seen as a gesture of friendship.

DON'T - wear tight clothes or clothes that exposes skin in more rural areas. Exposing skin or

tight clothes may suggest that you're either too poor to dress well or that you're shameless about

showing your body. Larger cities tend to be more modern and used to seeing tourists, so there is

more flexibility there in terms of what kinds of clothes are acceptable and you probably won't

have to dress as conservatively

DO - make sure your head is covered when entering a mosque or a Sikh gurdwara.

DO - check to see what others are wearing before entering a Hindu temple. In certain Hindu

temples, a man may be required to remove his shirt and wear a lungi, which is a long piece of

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cloth worn like a kilt.

DO - consider buying a pair of cheap, comfortable sandals for your trip. Footwear is never worn

in a place of worship, and some museums or historic monuments also require you to remove

footwear. By purchasing a cheap pair of sandals, they are less likely to be stolen when visiting

these places.

DO - dress conservatively for business occasions. Suits are fine for men and women.

DON'T - expose legs unless you're in a bathing suit and preparing to go swimming, if you are a

woman.

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Telephone, office phones and cell phone Etiquette

Office Phone Etiquette

The phone is still most business's primary point of contact with customers. And the way you

answer your company's phone will form your customer's first impression of your business.

Business over the telephone incorporates a wide range of encounters with co-workers and clients

—for example, placing an order, setting up an appointment, getting help with a problem or

discussing an important issue. A well-handled phone call can make all the difference in

successfully navigating these encounters.

Some Essential Guidelines for Telephone Use:

When the telephone rings, answer it promptly.

At times, when employees leave their office, no one answers their phone.

i. Ask a co-worker to answer your phone when you are away from your desk.

ii. If you are out of the office for an extended period of time, make arrangements

with fellow co-workers to cover telephone duties.

Oftentimes calls are not answered until the third, fourth, or fifth ring.

i. Briefly excuse yourself from any face-to-face conversation and answer each

call before the third ring.

ii. Take responsibility for the calls that you answer. Don’t forward a problem to

someone, that you can resolve yourself.

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Frequently callers are transferred (often multiple times) to others before getting the

assistance they need.

Help each caller to find resolution to his/her problem in an effective and

efficient manner. Where necessary ask the caller if you can place him/her on

“hold” while you find the answer to their question or ask them for a number

where you can call them back.

Inform others when you are transferring a call to them.

Callers who get transferred (especially multiple times) tend to get irritated and

frustrated.

i. Inform others that the call you are forwarding is a transfer call. This gives the

recipient the “heads-up” so they may be especially understanding and helpful

to the individual who is calling.

ii. Place the caller on “hold” while you place calls to get necessary information

to assist the caller.

Return phone messages within one working day.

Oftentimes messages do not get returned in a timely manner or do not get returned at all.

i. Return all calls within one working day.

Answer and place calls in a kind and professional manner.

Many people who initiate calls to others do not tell the recipients who they are.

i. Let people know who you are immediately – at the beginning of the

conversation.

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Some employees answer the phone improperly and are cold, rude, or argumentative with

the caller.

Learn good telephone etiquette and remember to be kind and helpful to the

caller. Remember that callers can detect your personality very quickly.

Go the extra-mile to serve customers, whether by phone or in person.

Mediocre or poor customer service, or doing “just enough to get by.

Commit yourself to going the extra-mile in service to others. Prepare yourself

physically (rest, nutrition, exercise) and mentally to give good customer service.

Focus on “people” versus “tasks.” Exceed the expectations of those you assist.

The Basics: Telephone Etiquette Skills for Employees

Whenever an employee answers a telephone, he or she represents the employer. To the person on

the other end of the line, each of us represents our company. So we may be the initial contact or

only contact a person has with the company.

Suggestions for Answering the Telephone

Answer the phone promptly.

Identify your department/company and then identify yourself; e.g. "Equipment Services

Department; this is Michelle."

Speak with a smile in your voice. If you smile when speaking on the phone, your tone of

voice is more welcoming and friendly.

Show interest in the caller and their problems.

Be of service and offer assistance.

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Be informed about your company, its services, and personnel. Have basic materials and

information readily available for reference. Become an informed person so that you may

be of help to others.

Make referrals to other people and departments properly. Offer to transfer the call,

making sure to always give the number you are referring them to in case you get

disconnected.

If you must put a person on hold, ask permission first and only keep them on hold for

about 45 seconds before checking back with them.

If the person that was being called is not available, say, "I’m sorry; Ms. Rowe is not

available right now. May I help you with something?"

Take messages clearly and correctly. Telephone messages must be taken carefully and

delivered promptly.

Taking a message requires:

Being polite and professional on the telephone.

Recording all the facts correctly. Double check spelling and numbers with the caller.

Suggestions for Making Telephone Calls

Make sure you know where and whom you are calling. Have the correct number.

Identify yourself; e.g. "Hello, my name is Derrick Vidal. I am the office assistant of the

Equipment Services Department at Broomfield Construction."

Be prepared. If you have several items to discuss, make a list beforehand so you will not

forget anything important. Have any necessary information nearby, and get to the point

of your call.

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If the person you are calling sounds busy, ask if you may call back at a more convenient

time.

Make use of available technology such as answering machines and voice mail if no one

is available to speak with.

Suggestions for Dealing with Angry Callers

Demonstrate sincere sympathy and understanding. Say something like, "I’m sorry about

that; tell me what happened."

Express a willingness to help.

Listen. Take notes to help you remember important details.

Make a commitment to help, and then keep your promise.

Telephone Courtesies:

Identify yourself by announcing your name or the name of your department, instead of

just "hello".

Speak directly into the mouthpiece—one inch from your mouth—so that your voice will

be clear and you can be understood. Speak clearly and enunciate your words.

Use your hold button. Unless you cover both ends of the handset, your voice is still

transmitted and you will be heard.

Before you put a caller on hold, ask for permission to do so. Do not leave the phone for

more than 1 minute.

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Speak with enthusiasm – smile into the receiver, because your voice will reflect your

attitude.

55% of communication is non-verbal. For this reason, it is important to develop good

listening and verbal skills to compensate for the lack of eye contact, facial expressions,

and gestures.

Use the other person's name often. People like to hear their name.

Use good grammar and expression; avoid slang. Gum chewing destroys good wording.

Speak slowly enough to be easily understood. Link words together, connecting the end of

the last word and the beginning of the next one.

Be informed about your business, its services and personnel, and have basic materials and

information readily available for reference. Make referrals to other people and

departments properly.

End the conversation with a definite "goodbye" or any other expression which leaves no

doubt that the conversation is ended.

Who should hang up first? Let the person calling hang up first.

Hang up the receiver gently.

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Screening Calls

There is a lot of controversy over whether or not telephone calls should be screened. It is

not recommended to screen calls for good public relations!! If you must announce calls,

“Yes he’s in. May I tell him who’s calling, please?” is an appropriate response.

When it’s necessary to screen calls (i.e., if someone is available ONLY to certain

individuals), “She’s away from her office; may I take your name and number?” OR

“May I say who’s calling? Thank you. Let me check and see if he’s in.” are suggested

responses. If you are required to ask who is calling or what the nature of the call is, be

aware of your tone of voice. Screening calls is always a delicate situation, so it is critical

not to offend or put your caller on the defensive with your voice tone.

Voice Mail Guidelines:

If you reach an answering device (i.e., answering machine or voice mail), leave the

following information:

Your name and company name

Time and Date of call

What the call is regarding(brief)

If a follow up or return call is needed

Phone number(office or home) speak SLOWLY even repeat the phone number

If there is a company/department answering device setup the following is suggest for the

voicemail:

Update greeting regularly

Let callers know when you will return their call

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Keep It Short and Simple (KISS) – keep recording to a maximum of about 15 seconds

Take your time while recording and sound sincere

Check messages daily

Return messages within 24 hours

Cell Phone Etiquette

Many remote workers fail to remember to use proper cell phone etiquette. Cell phones have

made it possible for us to stay in touch no matter where we happen to be working. While this has

great advantages for mobile professionals it can also be a means of irritating and annoying fellow

mobile workers, co-workers and clients. If you fail to use proper cell phone etiquette you may

also risk disclosing confidential corporate information.

Here are some doable tips to help raise the bar on workplace cell phone etiquette:

DO’S

Give 100% focus to the person in front of you. Don’t interrupt a face-to-face

conversation with someone—in the hallway or in the employee lunchroom–by taking a

call or texting.

Maintain a privacy range when using your cell phone. Step away from others so that you

can have some semblance of privacy.

Use the vibrate function or turn your ringer volume down while in meetings or

conferences. Not everyone will appreciate your choice of ring tones.

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Have a professional ring tone. Whether it’s your personal cell phone or one issued by

your company, a professional ring tone is important to convey a professional image of

you.

Use text message options when you need to exchange information in a timely fashion - it

is less disruptive than making or receiving a cell phone call.

In a cubicle, turn your mobile device to silent. It’s annoying and distracting if your

phone rings and you’re there, but it’s more irritating to co-workers if it rings and rings

when you’re away from your desk.

Let the person you are speaking with know that you are on a cell phone and why the

conversation must be kept brief.

Remember that using cell phones in some buildings is restricted or prohibited. Watch for

signs that indicate cell phone use.

DON’TS

Talk loudly into your cell phone - you will be overhead by anyone nearby and it will be

too loud for the person on the other end.

Use have loud ring tones on your cell phone. Keep in mind that what appeals to you may

not be appealing to anyone else.

Answer your cell phone during meetings of any sort - either clients or co-workers. Set

your cell phone to voice mail and collect your messages later.

Use your work cell phone for personal phone calls.

Forget that your cell phone is a tool to be used wisely and you should always be aware of

security and confidentiality issues when using your cell phone.

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Argue when asked to turn off or refrain from using your cell phone. If you are in the

midst of a conversation, quickly wrap it up and do as you have been requested without

argument.

Never use your cell phone in the restroom. This is not the place to share personal or

confidential company or client information. You never know who might be in listening

range.

If you make it your personal challenge to use these etiquette tips, then collectively your

workplace will enjoy greater office and cell phone etiquette. And that’s something that everyone

will appreciate and also this will help ensure that you maintain excellent working relationships.

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Appropriate use of the internet, e-mail and social media in the workplace

Staffs are encouraged to use the e-mail system, social media and the internet in a constructive

and positive way to assist them in their work. The workplace expects that e-mail, social media

the internet shall be used with courtesy and consideration for other users and for the computer

network.

Appropriate use of the internet at the workplace

The purpose of Internet Access at the workplace is that the Internet provides a wealth of

information useful for educational purposes. With Internet access an employee in an organization

can utilize the many research and resource tools available online. These tools can aid in

preparing reports or projects required by the organization. All staff members may access the

Internet and other information resources and services at any time that in the judgement of the

user, such access and use will benefit the organization programs and services.

Internet Access Guidelines

When online, employees should abide by conventional etiquette guidelines developed for the

Internet (‘netiquette’).

Acceptable uses of the internet include:

Access to and distribution of information that is in direct support of the business.

Communication of information related to professional development or to remain current

on topics of general interest to the business.

Announcement of new laws, rules, or regulations

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Encouraging collaborative projects and sharing of resource.

Inappropriate use of the internet

Viewing, downloading or sending pornographic or other obscene materials.

“Surfing” the Web for inordinate amounts of time.

Dissemination or printing copyrighted materials (including articles and software) in

violation of copyright laws.

Appropriate use of the Email at the workplace

Electronic mail is provided to support open communication and the exchange of information

between staff and other authorized users that have access to a network. This communication

allows for the collaboration of ideas and the sharing of information. E-mail is a necessary

component of teamwork at the organization.

Inappropriate use of the E-mail

Don’t use all caps

Don’t forward someone's email without their permission

Don’t use a lot of abbreviations and acronyms

Appropriate use of social media in the workplace

Social Media is a form of media used for social interaction. Including but not limited to:

Facebook, Twitter, LinkedIn, YouTube, MySpace, Bebo, Friendster and Instagram.

Social Media can be used by in an organization:

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To promote your brand or product.

To interact with clients and suppliers.

To communicate information within the organisation.

To provide staff with an alternative means of communication between each other.

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Dining Etiquette

Who Sits Where

Whether you are the host or a guest at a business meal, selecting the right restaurant and knowing

the seating protocol are crucial for a successful business meeting. The seating arrangements are a

powerful way to facilitate verbal and nonverbal communications during the meal and to make

your guests comfortable. A mistake in the seating strategy can send unspoken messages to your

guests that may damage the business relationship.

Planning

If you are the one extending the invitation, as a host you are responsible for making sure that

everything from selecting the restaurant to the end goes smoothly. Generally, lunch and breakfast

are the more common meals around which business gatherings take place, lunch being the

preferred meal.

If you are inviting clients, colleagues, or candidates for a job to dine with you over a business

meal, making sure that all details are taken care of ahead of time will allow you to concentrate on

your meeting and the relationship building without unnecessary distractions.

Arriving and Seating

As a host, you should arrive early so that you will be the first person present. This will give you

time to check the table and the menu before the guests arrive. Introduce yourself to the waiter

who will be serving you, and check the table to ensure it is adequate and to decide where you

would like your guests to sit.

Greet your guests upon their arrival. As you greet them, make the appropriate introductions to

ensure that everyone is acknowledged and feels comfortable.

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Planning the seating arrangements ahead of time is part of the business meal planning. As the

guests arrive, signal them where to sit. Seating at the table should be arranged by rank, authority,

or importance.

Extend the best seat to your client or to the most important guest. They should always have the

better view of the room. Seat yourself with your back facing the door or the main part of the

room.

As a guest, you want to be on time. If you are going to be late, call the host ahead to give as

much notice as you can. If you are waiting for a late dining partner and have not heard from him

or her, wait at least 15 minutes before inquiring. Be gracious once he or she arrives, change the

subject of tardiness, and move on as soon as possible.

Wait for your host to signal where to sit. If he or she does not offer, it is appropriate to ask where

you should sit. Sit with your chair several inches from the table’s edge. Sit erect and avoid

sliding down in the chair. If you are with several people at the dinner table, be sensitive of the

space and do not crowd your neighbors.

Napkin Etiquette

What you do with your napkin when you remove it from the table sends messages from you and

about you. It also sends messages to the server about whether you are leaving the table for good

or if you are coming back. Using the napkin correctly shows confidence, good manners, and

attention to details—all valued traits in business encounters.

The meal begins when your host unfolds his or her napkin. Look for hints from the host and

follow his/her lead.

In a banquet setting or at a restaurant, place your napkin in your lap as soon as you are seated. At

more upscale restaurants, the server often will place your napkin on your lap for you, and when

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you leave the table temporarily, this member of the waitstaff will bring you a fresh napkin and

place it to the left of your plate.

Fold your napkin in half with the fold toward your waist, next to your body. It is not necessary to

fully open it. The napkin remains on your lap throughout the entire meal and should be used to

gently blot your mouth.

The use of utensils

The silverware and dinnerware rule: Eat to your left, drink to your right. Any food dish to

the left is yours, and any glass to the right is yours.

Service plate at the center of the place setting and a bread plate just above the forks and

slightly to the left.

Your dinner plate will replace the service plate when the main course is served.

Use the silverware farthest from your plate first.

Starting with the knife, fork, or spoon that is farthest from your plate, work your way in,

using one utensil for each course.

Holding Utensils

Holding a fork/spoon

To use your fork/spoon hold it like a pencil not a shovel, rest in on the middle finger of your

dominant hand and let your forefinger and thumb grip the handle and let your forefinger and

thumb grip the handle. Take enough for one comfortable bite.

Cutting food with fork and knife

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Example of Placements

Styles of Placement/Eating

American Style

The knife should be in your right hand and the fork in left hand holding the food. After a few

bite-sized pieces of food are cut, place the knife on the edge of plate with blades facing in. Eat

food by switching fork to right hand (unless you are left handed). A left hand, arm or elbow on

the table is bad manners.

Continental/European Style

The knife should be your in right hand and the fork in left hand. Eat food with fork still in left

hand. The difference is that you don't switch hands-you eat with your fork in your left hand, with

the prongs curving downward. Both utensils are kept in your hands with the tines pointed down

throughout the entire eating process. If you take a drink, you do not just put your knife down;

you put both utensils down into the resting position: cross the fork over the knife.

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Wine Etiquette

If you are out to dinner at a fancy upscale restaurant or preparing a meal at home for your family,

knowing how to choose the right wine would be very useful; certain wines go best with certain

meal.

Holding Wineglass

White wine should be chilled so hold the glass by the stem and not the bowl

Red wine should be held with your hand cupping the bowl.

Table etiquette

According to the online version of the Cambridge Dictionary, Table Etiquette may be defined as

the way you eat your food, or the socially acceptable way to eat

your food, especially when eating a meal with others.

Continental Style to use knife and fork

Hold your fork in your left hand, with teeth downward.

1. Hold your knife in your right hand, an inch or two above the plate. Extend your index

finger along the top of the blade.

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http://dictionary.cambridge.org/dictionary/british/other

http://dictionary.cambridge.org/dictionary/british/meal

http://dictionary.cambridge.org/dictionary/british/eat

http://dictionary.cambridge.org/dictionary/british/especially

http://dictionary.cambridge.org/dictionary/british/food

http://dictionary.cambridge.org/dictionary/british/your


http://dictionary.cambridge.org/dictionary/british/acceptable

http://dictionary.cambridge.org/dictionary/british/socially

http://dictionary.cambridge.org/dictionary/british/food

http://dictionary.cambridge.org/dictionary/british/your



2. Use your fork to spear and lift food to your mouth.

3. If your knife is not needed, it remains on the table.

NB Using two utensils as opposed to one is preferred because food is easier to manipulate. In

formal dining, two utensils are used for the appetizer course, main course, salad course, dessert

course, and fruit course.

10 Basic rules for dining etiquette

1. Napkins should be placed on the lap as soon as you are seated. When you get down from

the table, leave the napkin, unfolded on the table, to the left of the place setting.

2. Sit straight up at a comfortable distance away from the table, so that with the elbows bent

the hands are level with the knives and forks.(Elbows should never be on the table)

3. If you are served a meal that is already on the plate, wait until everyone has been served

before picking up your cutlery, unless invited by your host to start.

4. Do not begin eating until everyone has been served, unless the host or hostess gives their

permission for diners to start.

5. Make sure others have been offered anything they might want from the table, such as

butter, water, salt or pepper. Help yourself last and never stretch across people.

6. Eat at a relaxed pace and pace yourself to match your fellow diners.

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7. Keep your mouth closed and try to avoid making noises of any kind while eating, either

with tools against the plate or teeth, or with actual ingestion of the food, such as slurping

soup.

8. Talking while there is food in your mouth should be avoided at all costs.

9. When you have finished, place your knife and fork - with the teeth facing upwards -

together on your plate.

10. If you are confronted with a plateful that is not to your taste, try to soldier on to avoid

hurt feelings. Always compliment the cook.

Tips for a successful dinner conversation

1. Educate yourself about each persons’ culture to start off on a good note about what can

be spoken about.

2. Four key elements for a successful conversation include:

A. "stop" - do not speak without stopping to think about what you are about to say;

B. "look" - pay attention to the expression of the person with whom you are talking;

C. "Listen" - listening is the most important conversational skill.

D. "watch" - keep your eyes on whomever you are talking with

3. Introduce yourself politely to new acquaintances

4. Talk to both your neighbors so no one feels left out

5. To be on the safe side of conversing, you can always talk about the food, beverages,

music and the general atmosphere.

6. Complimenting others is a good way to start a conversation.

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7. It is always delightful when you know a little about who you are dinning with so you can

mention something good about their character.

8. In regard to persons who you are more familiar with, you can always share most

memorable moments that was spent together.

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Reference

Internet acceptable use policy. (n.d.). Retrieved February 28, 205, from

http://www.dis.arkansas.gov/policiesStandards/Documents/Model_Use_Policy.pdf

(n.d.). Retrieved march 3, 2015, from Slideshare:

http://www.slideshare.net/NicholasMustelin/presentation-telephone-etiquette

(n.d.). Retrieved march 5, 2015, from http://www.workshopsinc.com/manual/Ch9L3.html

Telephone Etiquette. (n.d.).Retrieved march 3, 2015, from Mizzou Law Career Cafe:

http://law.missouri.edu/mizzoulawcareercafe/2013/09/03/telephone-etiquette/

Social media in the workplace. (n.d.). Retrieved march 4, 2015, from http://www.industrialrelations.nsw.gov.au/biz_res/oirwww/pdfs/Social_Media_Webinar.pdf Retrieved from https://www.Debrettes.com

Retrieved from https://www.Dictionary.Cambridge.com

Retrieved from https://www.Divine Caroline.com

Retrieved from htpps://www.Etiquette Scholar.com

Retrieved from business.lovetoknow.com

Retrieved from http://www.vayama.com/

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