ETIQUETTE

Using Proper Business

Etiquette
CHAPTER 6
LEARNING OUTCOMES
• Understand the importance of
etiquette.
• Able to behave properly at office
parties and during business meals.
• Follow proper guideline in
introduction, during conversation and
listening skills.
• Practice good table manners during
business matters.
TABLE OF CONTENTS

ETIQUETTE IN THE OFFICE

BUSINESS ETIQUETTE

SITTING , STANDING, CLIMBING STAIRS &

GETTING IN AND OUT OF A CAR ETIQUETTE

TABLE ETIQUETTE

DINING ETIQUETTE
DEFINITION OF ETIQUETTE

◼ Etiquette is a code of behavior that

delineates expectations for social
behavior according to
contemporary conventional norms
within a society, social class, or
group.
ETIQUETTE IN THE OFFICE

Daily greeting to co
workers

Helping a new
employee

As a newcomer
(Do & Don’t)
ETIQUETTE IN THE OFFICE

◼ Daily greeting to co-workers

▪ Wish “Good Morning” or “Good Night” depending
on the time of the day.
◼ Helping a new employee
▪ Introduce newcomers to co-workers
▪ Invite newcomers to lunch
▪ Schedule periodic conferences
 ETIQUETTE IN THE OFFICE

◼ When you are a newcomer, some rules need to observe

and pay attention:
▪ Do not show-off
▪ Do not be too friendly
▪ Do not wait for others to pay your lunch
▪ Avoid using first name in the office
▪ Addressing supervisor by titles
▪ Addressing older men and women by titles
 REFRESHMENT ETIQUETTE

◼ General principles of etiquette in taking

refreshments:
i. Be NEAT : no cigarette ashes or unwashed coffee cups
ii. When eating & drinking at desk observe common table
manners
iii. Put first priority to business
iv. Do not “stretch” your pause for refreshment – a cup is
enough for refreshment yourself
v. Do not pause while drinking coffee to attend personal
grooming at your desk
vi. Follow the practice at office regarding the purchase of
coffee
ETIQUETTE IN OFFICE LINES

◼ Employees must line up and await their turns in many

business situations.
◼ Rules that need to follow in office lines:
a. Getting in and off elevators
b. Line up at cafeteria or lunchroom
c. Waiting line at drinking fountain
d. Punching card in the morning or evening
 SOCIAL AMENITIES OF SECRETARY

◼ Beside official tasks in the office done by

secretary, social amenities tasks should also
need to be concern by secretary.

◼ 3 social amenities can be done by secretary

are:
a. Reserving Theatre Tickets
b. Contacting ticket agents
c. Purchasing tickets at the box
office
BUSINESS ETIQUETTE
RULES IN INTRODUCTION
 RULES WHEN MAKING AN INTRODUCTION

i. Stand up
ii. Smile
iii. Shake hands firmly
iv. Make eye contact
v. Repeat the other person’s
name : say the name at least
once during the conversation
RULES IN AVOIDING FAUX PAS (BLUNDER)
DURING INTRODUCTION

◼ To make a good first impression, be sure to AVOID:

i. Remain seated.
ii. Not repeating the person’s name.
iii. For Men: Shaking women’s fingers.
iv. For Women: Not shaking hands with business
associates.
GUIDELINES IN SOCIAL INTERACTIONS

i. Both parties must get full attention and be interested

ii. Both parties must ready to be introduced
iii. Get permission from both parties to introduce
iv. Pronounce the name clearly
APPROPRIATE MANNERS DURING
FUNCTION

i. Smile
ii. Respect the host
iii. Meet new friends
iv. Talk to those closest to you
v. Greet and shake hands
vi. Introduce yourself first
vii. Remain calm and talk with pleasant voice
viii. Avoid asking other person name for the third
time
 PRINCIPLES OF INTRODUCTION

◼ Introduce less important person to a more important

person
◼ Introduce a man to a woman of a same rank
◼ Introduce a younger person to an older person
◼ Introduce a person of a lower rank to a person of a
higher rank
◼ From the social point of view, priority through royal
blood, country leaders or community leaders
◼ From the business point of view, rank or power is more
important
THINGS TO AVOID IN AN INTRODUCTION

◼ Ask on place of origin/religion/ race

◼ Ask on job status
◼ Talk rudely
◼ Raise your voice
◼ Turn the gaze away from the person
◼ Looking with disrespect at the person being
introduced
◼ Show a cynical smile
ETIQUETTE IN INTRODUCTION

◼ Introduce yourself first

◼ Say the name clearly
◼ Avoid too much hand movement
◼ Talk softly and clearly
◼ Establish eye contact
◼ Smile and shake hands
HANDSHAKE STYLES

• Not Important

• Gentleman

• Jealous, grudge
and anger
HANDSHAKE STYLES

• Humble / Modest

• To empower

• Giving opportunity
HANDSHAKE STYLES

• First time meeting and feeling of

importance

• Trust

• To empower
 HANDSHAKE STYLES

• Interested and know each

other for a long time

• Asking for sympathy and

empathy
TIPS OF EFFECTIVE CONVERSATIONS

• Practice good listening skills.

• Focusing the speaker’s eyes.
• Avoid talking too long.
• Avoid gossips.
• Avoid degrading others.
• Talk to as many people.
• Jokes and praises must be with good intentions.
TOPICS TO AVOID IN A CONVERSATION

Religion

Politics
Personal
matters
RECOMMENDED TOPICS
IN A CONVERSATION

Food

Travel

Television

Hobby

Sports

Clothes

Gardening

Art
MANNERS WHILE A PERSON
IS TALKING

• Eye contact.
• Talk softly.
• Begin the conversation with courtesy,
and a positive attitude.
• Ensure the topic is completed.
• If praising somebody, do it
spontaneously.
PROCEDURES IN A CONVERSATION

• Be calm.
• Always aware of what is being said.
• Be careful when using a joke.
• Ensure that the other person understand the topic.
• Admit your mistake.
• Dont’t be easily hurt with what others says to you.
• Always aware and sensitive towards the other person’s feelings.
 THINGS TO AVOID IN A CONVERSATION

◼ Be harsh to other persons.

◼ Criticize or degrade the other
person in front of others.
◼ Talk too fast.
◼ Make fool of other persons.
◼ Speak rudely.
◼ Showing the wrong emotions.
WAYS TO CONVEYING
OPINION

• Done voluntarily.
• Opinion must be relayed to
someone.
• Based on philosophy, principles and
beliefs.
• Be firm and exact with your
opinion.
• Listener has the right to refuse /
reject your opinion.
 WAYS TO REFUSE A REQUEST
( HOW TO SAY NO)

• Understand the request clearly.

• Be sure and firm when you have to refuse.
• Decide for yourself.
• When refuse a request, it would save you from a lot
of problems.
EXPRESSING ANGER & DISSATISFACTION

• Do not critic or put a person down.

• Control the emotion.
• Express your point firmly.
• Never accuse anyone.
• Use the word ‘I’ to show firmness.
• Listen to other party without arguing.
EXCELLENT MORAL IN A CONVERSATION

✔ Courteous
✔ Dignified
✔ Understanding other people’s right
✔ Fair and justice
✔ Generous
✔ Firm and self-discipline
✔ Self-confidence
GUIDELINES TO END CONVERSATION

• Ensure topic is completed.

• Alert with uninterested signs.
• When you have to leave :
• Please excuse yourself
• Preferably with a smile and
leave
• You may leave or stop
conversing when someone else
joins you.
 TIPS FOR GOOD
SOCIAL INTERACTION

• Practice to remember names.

• Be a good listener.
• Consider physical and
physiological aspect when
critize.
• Convey praises from a third
party.
• Smile.
• Respect other opinion.
TIPS TO BE A GOOD LISTENER

• Ready to listen.
• Listen with ears and emotions.
• Interested and with sincere
motivation.
• Listen to the main points.
• Listen patiently.
• Control your emotions while talking.
ETIQUETTE SITTING ON CHAIR

• Keep your feet and knee

together.
• Sit upright, push in stomach.
• Both hands should be on the
lap.
• Avoid shaking your legs.
• Avoid crossing legs for the
ladies.
STANDING UP FROM CHAIR

◼ Avoid bending over too low.

◼ Keep your body and head
straight.
◼ Use your upper thigh and
joints when getting up.
ETIQUETTE SITTING ON THE FLOOR

◼ For men, sit with the legs folded in.

◼ Avoid squatting or legs stretched out.
◼ For ladies, keep both knees together,
bend and tuck the legs behind towards
your bottom at the right (bersimpuh) or
left covering the feet with your skirt or
sarong.
◼ Sitting position can be changed for
your comfort.
STANDING STYLE

◼ The body must be erect and the chest

should be open and out and the
stomach should be in.
◼ Facial gesture should always be calm
and energized.
◼ Head should be straight.
◼ Chin should be in a 90-degree angle.
◼ Hand should be at sides. Don’t ever
fold your arms or put your arm in a
pocket.
EFFECT OF WRONG POSTURE
 CLIMBING UP STAIRS

◼ Use your right feet and then the left

feet to climb the steps.
◼ Place the whole right leg on the step
before lifting the left leg.
◼ Do not bend over your body too low.
◼ Tilt your head a little to see what is
ahead of you.
 GETTING DOWN STAIRS

◼ Climb down with your left leg.

◼ Make sure your weight in on the left
leg.
◼ Place your hand on the rail of the stairs
but do not grip it.
◼ Look at the steps and what is ahead you.
 GETTING IN AND OUT OF A CAR

◼ Slide in whenever getting into a car

through the front or back seat.
◼ Place your bottom first on the car seat,
and bring in both your feet at the same
time.
◼ When getting out of the car, bring both
your leg and then get your body out of
the car.
TABLE & DINING ETIQUETTE
 TABLE ETIQUETTE

• Do not eat greedily.

• Avoid burping in front of others.
• Avoid slurping the soup.
• Be a good listener.
• Talk with tact and diplomacy.
• Have a sense of humor.
• Respect others.
• Apologize others.
• Accept people view and opinion.
• Do not talk when there is food in the
mouth.
WESTERN DINNER SET
CUTLERY PLACEMENT
 NAPKIN ETIQUETTE

▪ Placed on the lap and do stick it on

your belt or at the neck.
▪ Used to avoid any food from failing
on the lap
▪ Used to wipe the mouth or to close
the mouth for some specific
purpose.
▪ If napkin falls on the floor, just get
the assistance for a new one.
▪ If you have to leave, fold and leave
it on your table.
▪ If you want to leave for a short of
while, leave it on your chair.
MOST COMMON MISTAKES IN BUSINESS
DINING

• Put napkin on your lap without waiting

all the guests seated.
• Blowing on soup.
• Chewing ice cubes.
• Begin to eat without waiting all the
guests are served.
• Blowing your nose at the table.
RULES ATTENDING BUSINESS DINNER WITH
CLIENTS

• When escorted to a table by host, allow your guest to

walk behind the person.
• Seat yourself with your back facing the door.
• Once everyone is seated, place napkin on your lap.
• When reaching for salad dressing and bread basket,
offer to your guest before helping yourself.
• Allow your guest to take the ‘power’ seat.
PROCEDURES OF HAVING A BUFFET STYLE
FUNCTION

• Prepare suitable place.

• Main dishes are place on the main table.
• Dessert and drinks on a separate table.
• Suitable for informal function (day or night).
• Choose menu that appropriate.
• Tables and dishes appropriately arranges.
ETHICS IN ATTENDING BUFFET FUNCTION

• Wait for the host to initiate the guests to eat.

• Ladies first.
• Queue up.
• Avoid cutting line to take your favourite food.
• Taking food moderately.
• If there is a guest of honor, let him or her take the food
first.
• Use serving spoon or fork to take the food.
END CHAPTER 6