CHAPTER 3: VALUES AND MANNERISM

Learning Objective

3.1 Ethical behavior 3.2 Social and

and conduct business etiquette

3.3 Table manners

and event etiquette
Ethical behavior and conduct

Ethics involves:-

• Having guidelines for human behavior

• Studying moral choice and values
• Choosing between right and wrong

Ethics is not:-

• Judging others
• Family values
• Outcomes
• Legal rights
What is ethical behavior?
What is accepted as good and right in the context
of the governing moral code
Acting in ways consistent with what society and
individuals typically think are good values.
Ethical expectations often take the form of
principles such as:-
Concern for the well-being of others
Respect for others
Trustworthiness and honesty
Compliance with the law
Preventing harm to others
Professional conduct
Be inclusive
Be considerate
Be respectful
Choose your words carefully
Repeated harassment of others
Our differences can be our strengths
Etiquette

Etiquette – rules governing

socially acceptable behavior.
The practices ad forms
prescribed by social convention or
by authority
 The word “Etiquette” is derived
from French which actually
means “Ticket”. (Getting
anything & any place you want) Whatever you do just do it with
all your heart…..
 Avoid negative
confrontation

Avoid
employee Avoid politics
stress
why
etiquette?

Avoid
Communicate
conflicts effectively
with an
opposing
To be opinion of
organized another
person (s).
 Basic Etiquette Behavior
Exhibit a positive attitude and
pleasant demeanor
Use a firm handshake
Maintain good eye contact
Appropriate introductions –
introduce someone by
their title and last name (Ms. Mrs.
Mr. Dr. ), unless otherwise specified
Rise when you are introducing
someone or you are being introduced
Be a good Listener & Soft spoken.
Show common respect and
consideration for others
 Sensory reminders of how to get along in the workplace
 Monitor the volume of
conversations
 Keep personal telephone
conversations and emails to a
minimum
 Maintain privacy - keep all
workplace conversations
professional
 Avoid interruptions
 Use appropriate tone of Voice
 Remove slang terms and use good
listening Skills
 Do Not Gossip !!!!!!
 Keep your personal workspace
clean and neat at all times
 Cell phone – Turn it on silent or
Vibration
 Find out what the organization
values, philosophy of conducting
business, work ethic etc.
Social and Business Etiquette

What are.. Social Skills?

Showing
interest in what
 Providing a warm greeting others are
saying
Listening when someone is
talking to you
Interacting positively in a
group setting
Social etiquette

Know the proper Always be punctual

Don’t smoke, chew gum or
etiquette before tobacco
entering into a social Good grooming is essential
Smile and make eye contact
situation to avoid Give a firm handshake
embarrassment or Speak slowly and clearly
awkwardness.
Business etiquette is an expected behaviors and
expectations for individual actions within society, group
or class.

Within a place of business, it involves treating co-

workers and employer with respect and courtesy in a
way that creates a pleasant work environment for
everyone.
Importance of business etiquettes

Builds strong relationships

Promotes positive atmosphere
Reflects confidence
Prevent misunderstandings
Types of business etiquettes

Telephonic etiquettes
Refers to the principles of behavior that one should use while
having a business telephonic calls.
Office etiquettes
Is a code that governs the expectations of social behavior in a
workplace.
 Meeting etiquettes
Refers to the principles of behavior that one should use while
having a business meeting.
Netiquettes
Is the correct or acceptable way of using the internet.
It’s all about
FIRST IMPRESSIONS
Provide a warm welcome…
 Eye contact
It takes 43
 Facial expressions
muscles to
 Energy in your voice
frown and only
 Polite greeting 17 to smile
Always address adults by their
formal name
Try to use a person’s name
through the discussion
Five steps to a “LEVEL 10” HANDSHAKE
 Use your right hand
Remember to slow
 Make sure your hand is dry and clean
 Press your “web” against the other person’s “web”
down and be
 Grasp firmly, pump 2 – 3 times, then release aware of your
 Shake with confidence
surroundings
SMALL COURTESIES
 Entering through a door as people are exiting
 Entering an elevator or subway train
 Before being seated at a restaurant dining table

Telephone Etiquette
 Good morning / hello / good evening
 Thank you for calling
 Answer with a big smile
 Take a complete message, repeat for accuracy
 Thank the caller
 Table Manners
 always wash hands before and after the meals.
 don't grab everything you want first but help others to get
their food and am prepared to share.
 wait until everyone has been served before you eat.
 ask for things to be passed to you and not lean over the
table.
 don't stretch across the table to grab dish/bread.
 keep your elbows off the table.
 chew food with your mouth closed.
 don't make noise while eating or while sitting or standing
from chair.
 don't talk with your mouth full. It is not a good look!
 don't play with your food.
 If! need to blow your nose, excuse yourself and go out of the
room first.
 After finishing food, you take your plates etc. to the kitchen.
 Bus ines s D i n i n g Etiquette
1o E s s e n t i a l Ti.ps
· _C h o o s e t h e r i g h t r e s t a u r a n t
2. A r r i v e o n t i m e .
3 mTurn off y o u r s m a r t pho1 n e
b e F o r e e n t e r i n g t h e restauR:1,n ,t.
..., 4 r.lntrodu-ce yo urs,e ff
5 _C o m e p r e p a r e d w i t h wel1--info rmed 5 ma t a I k.
6. N e v e r a s s u m e yo u r
c:lient is l o o k i n g f a r a
s o c i d l e n c o u n t e r. _
7. Ava id ex pen siive
0 1r m ai rket p , r i c e i t e rn s.
B. A w a y s b e lic"'n d
to the, WCJ it sm ff..
9r D o n ' t d r i n k o r li m i t y o u r s e 'f to one d ,ri nk.
10. W h o e v e r inH-.ia ,te:s the d'in ner s h o u i d p a y fb r it·m
tell
 Event Etiquette
EVENT MANAGEMENT ETIQUETTE

• Planning for the day of the event - coordinating a seamless event!

• Planning for luncheons, dinners and banquets
• The role of the Continuity Director and Master of Ceremony CONTROLLING GUEST LISTS
• Managing speakers and speeches and NUMBERS
• Security, photographers and guest safety
•Dealing with clients and
customers
• Parameters for guest lists
INVITATION ETIQUETTE
•Ensuring you have enough
bums on seats!
Designing invitations:
• Sticking to RSVP dates
• Examples of invitations for different occasions
• Plan B?
• Wording invitations correctly and getting the correct information
• Working with draft guest lists
required
• Database management
• Creating anticipation and excitement through your invitations
• Handling RSVPS
• Converting a "No response" to a "Yes" response!
• Reply instructions and deadline dates
• Dress codes: What are they and how to we use them?
ROOM LAYOUTS and SET UP GUIDELINES • Seating and ushering plans

• Allocating seating and producing table plans, seating - Capacity and capabilities
and table cards - Creative seat identification
- Tables and chairs and designing ergonomically
• Layouts for: environments and spaces

- Banquets with dancing • Red carpets and national symbols

- Luncheons and breakfast
- Conferences, workshops and seminars
- Social events with and without spouses
• Table plans and arrangements:
- Using national symbols correctly at your events
FOOD and BEVERAGE MANAGEMENT and
ETIQUETTE

- The main table • Special requests: Meal and dietary requirements

- The guest of honors
- Placing the hosts, guests and VIPS
- Seating quests at a function according to seniority
- Handling late changes
Types of layout in event