Guyton Lobo

What is a professional image? Creating your professional image
† Personal

appearance † Personal behavior † Manners and etiquette † Communication effectiveness

Business Etiquette
Corporate Dressing Dining Etiquette Correspondence Etiquette Office Etiquette Office Romance Etiquette Abroad Ethics and Dilemmas

Components of a professional image The image you project in the world of work Consists of: † Personal Appearance  Clothing  Grooming † Personal  behavior Manners & Etiquette  Communication effectiveness .

Men Hair † Hair above ears and around the neck should be tapered on back of neck should not touch collar coloring must look natural and complement the individual. † Hair † Hair .Grooming Standards.


Men Mustaches † † Should be trimmed. It should not grow more than the mouth corners .Grooming Standards.

Sideburns Sideburns Must not extend below the midpoint of the ear. Not Acceptable!!! .

Belt Should not be too large or small † Should be matching with the dress code † Shoes.Always Polished High-quality black lace-up shoes † Small heal closed shoes for ladies † .

‡Tie ‡Socks .

A simple watch with straight. classy lines should do the trick.ACCESSORIES (Watch) Buy yourself the nice and quality watch Don·t go in for something too flashy or too sporty. .

Wear clothes that fit you Make sure your clothes are pressed Shirts with a simple collar and cuffs Keep your hair neat and trimmed Use Mild fragrances Ties should be conservative and reach the middle of your belt buckle Lace-up shoes (usually black) with a suit Hair. usually parted to one side.Do·s for Men Always look professional Dress for the audience. not reaching the top of your shirt collar .

Don'ts for Men: Avoid multiple buttons on your shirt Don·t use Clothing that no longer fits Avoid wrinkled clothing Avoid Hair that falls in your face or obscures your eyebrows Avoid Short-sleeved dress shirts Avoid Fragrance that smells from a distance Avoid Garish ties Avoid Shiny tie pins or clips or big belt buckles Don·t use Open top shirt button with a tie Don't use Loafers with a suit .

and pins are not advisable † Conspicuous . combs. neatly shaped. and arranged in an attractive feminine and professional style rubber bands.Grooming Standards-Women Hair † Clean.

. Lipstick colors shall be conservative and complement the individual Long.Grooming Standards-Women Makeup should be applied in good taste so that colors blend with natural skin tone and enhance natural features. false eyelashes shall not be worn when in uniform.

only one ring authorized. i.e. Not authorized while in uniform other than earrings for women .Jewellery While in uniform. wedding ring Necklaces will not show above the shirt line Earrings are prohibited for male personnel BODY PIERCING.

shiny buckles or jewelry .Don·ts For Women Don·t wear dark colored clothes. Don't have too much makeup Don·t wear big. Don·t Wear wrinkled clothing Don·t wear transparent Fabrics Avoid Hair that falls in your face or obscures your eyebrows Avoid Earrings that are large & dangling Avoid Fragrance that smells from a distance Don't wear Anything too bright. sheer or short Don·t wear open toed shoes. tight.

An impactful first impression Think of someone who made a great first impression on you« What did they do«what did they say«how did they look«what was it that make that made that great first impression on you« .


Arrival Arrive 15 minutes early. Wait for host/guest in the lobby. . Make sure you are standing when they arrive and reach out to shake their hand.

Once Seated ² The Napkin Wait for the host to make the first move. . rest the napkin on your chair. do not refold the napkin. Never ´flap!µ When you leave the table. When finished with your meal. lay it to the left of your plate.

Ordering Order the same number of courses as your host. main course. beverage) If unsure of price range ask the host what they recommend. salad. Avoid the wild food.e. . (i. Do not study the menu.

Formal Place Setting .

.Eating Step One When cutting a piece of food. Place the knife in your right hand with the handle hidden and the serrated edge facing the plate. place your fork in your left hand with the handle hidden in the palm of your hand and the fork tines down.

Transfer the fork from your left hand to your right with the fork handle now showing between your index finger and thumb and the tines facing up. repeat the first three steps. Step Three After chewing and swallowing the food. . lay your knife across the top of your plate with the serrated edge facing you.Eating Step Two After cutting the piece of food.

Place your fork. with its handle resting on the lower right side of the plate . tines up. the ´restµ position is to place your knife across the top of the plate with the serrated edge towards you.Eating Step Four When you choose to lay your utensils down to rest or to listen more intently to the people with whom you are dining.

place your fork across the center of the plate with the handle to the right and the fork tines down. Remember: Keep with the pace of others! . Bring your knife from across the top of the plate and place it next to the fork with the blade still facing you.Eating Step Five When you are finished.

Once a piece of cutlery is picked up off the table it should never touch it again. and don·t put silverware partly on the table and partly on your plate. .Meal Time Basics Cutlery Don·t wave your knife in the air to make a point.

loosely lay it to the left of your plate. . Don·t wave it around or flap ² gently unfold and leave it on your lap. When you leave the table remember to lay it on your chair and when finished.Meal Time Basics Napkins Don·t blot or rub ² dab.

.Meal Time Basics Chewing Never chew with your mouth open. Even if you feel you must add your words at the perfect moment. Thank your waiter or waitress. wait until you have swallowed. Never.

. Bread Tear roll or slice in to bite size pieces and butter each one just before eating it. Speed Watch your pace. Do not butter the whole slice at the beginning. Have the same number of courses as your host/guests.Meal Time Basics Appearance No elbows in the table and sit up straight.

Briefcases Keep all items off of the table. basically anything that is not part of the meal. pens. excuse yourself and pick in the restroom. This includes keys. . don·t pick! If you must. eyeglasses. Purses.Meal Time Basics Picking If you have something trapped in your teeth.

leave the spoon in the soup plate or rest it on the saucer if it is a soup cup. Don·t blow on it if it is hot (wait) and don·t crumble crackers in it.Meal Time Basics Soup Scoop with the spoon tilted away from you. drink or dribble. When done. Don·t slurp. .

pass them together. . Don·t divorce the salt and pepper. Cutting your food Only enough for one mouthful.Meal Time Basics Salt and pepper shakers They are married. Passing Offer to the left then go to the right. Seasoning Only after you taste the food first.

Necktie Do not flip or tuck your tie! Ask for items to be passed Do not reach across the table.Meal Time Basics Pace Yourself When your host is done you are done. .

handle it with waitperson as discreetly as possible As you depart table. refold your napkin simply and leave it to left of place setting .Lunch/Dinner Meetings³ Easy endings Knife and fork side by side in the 10:20 position on dinner plate The host or person who has issued invitation pays (regardless of gender) If you are paying bill.

. Therefore.Remember Never call attention to the dining mistakes of yourself or others! Perception is reality. so your image is very important. It will follow you wherever you go. it is important that you strive to project a positive image³one that you will be proud of at all times.

Correspondence Etiquette Every written invitation gets a response unless it asks for money Respond within 1 week Follow directions for response Special instructions (dress code) will be in lower corners Envelope will indicate if you may bring guest Send ´Thank youµ letters Always include a cover letter for written documents Sit on written documents for 24 hours (if possible) .

E-mail Etiquette E-mail only those people to whom your messages actually pertain to³don·t send mass or chain letters M-ake a point of responding to messages promptly A-lways use spell-check and grammar check before sending messages³be brief and clear I-nclude your telephone number in your message L-earn that e-mail should be used for business rather than personal use³don·t send anything you wouldn·t want to see in public .

Telephone manners Answer the phone with your name and company (or department) When placing calls. state your name and company or department immediately when phone is answered Speak clearly State the purpose of your call Only use speakerphone for conference calls Always smile when using the phone Say please and thank you Judge your audience before making small talk Return your calls .

or meeting Limit your conversation when in close quarters Use a quiet voice Don·t give out credit card # Refrain from using when driving .Voice Mail/Mobile Phone Use Realize proper usage of mobile phones in business Understand how to leave an adequate voice message Check messages frequently on a daily basis Avoid using in a restaurant. movie. church.

Office Etiquette Be self-aware-use common sense Mind your own business Avoid strong cologne Never ever go over your supervisor·s head Obey your company·s business dress attire Keep your germs to yourself Treat every employee with the same respect Do not post things of an offensive nature No matter your job or your title. always hold yourself to a higher standard .

notebook & pen Never bring up personal problems/issues in a professional situation Avoid ´youµ talk Stay on schedule In conference rooms hang back until power players have taken seats: ends and middle sides of table are power seats .Meeting Etiquette Always have your calendar.

Office Romance Dating a supervisor or subordinate is absolutely a no-no Any behavior of a sexual nature on company property gives the company grounds for legal action .

Office Romance (When it Happens Anyway) Expect at the very least an office relationship will be frowned upon Risk loss of credibility Difficulty focusing on work Don·t use work email or voicemail systems Remember when it ends you will still have to work with this person .

Etiquette Abroad Know the various cultural nuances of the particular country Do your homework Problem solving & issues of protocol and chain of command differ greatly between countries .


Contents of the Code of Practice 48 1. Principles of practice . Basic values and beliefs 2.

Principles of Practice 49 Personal Conduct Clients Colleagues Agency Profession Society .


What is an ethical dilemma? It is a Conflict between ...
one·s personal and professional values two values/ethical principles two possible actions each with reasons strongly favorable and unfavorable two unsatisfactory alternatives one·s values/principles and one·s perceived role the need to act and the need to reflect

Sexual intimacy with clients


Sharing confidences without compelling professional reasons



causing physical injuries.53 Assaulting. LEE 1999 .Y. or placing clients in danger T.

Y. LEE 1999 .Discriminatory practices 54 T.

Withdrawing services precipitously (abandoning a client) 55 .

56 Failure to warn and protect the victim of a violent crime .

57 How do I avoid rushing into ethical dilemmas? Develop a working knowledge of the Code of Practice (by necessity they cannot be specific to every possible ethics violation) By anticipating likely trouble spots before they occur. .

You also must keep all parties informed of your legal and ethical obligations. Engage clients or involved parties in dialogue.How do I resolve ethical dilemmas? 58 The first step is recognizing the problem and identifying the source of the conflict. . and brainstorm the ´ bestµ course of action.

If you are still unclear about what to do.59 Make sure you are constantly keeping in mind the mission of the profession and observing the client·s right to self- determination. Protect the identity of the client if necessary. discuss the situation with your field instructor. 1999 . and present the situation as a ´hypotheticalµ case if you need external help.

definition of the dilemma.A Decision-Making Model: 5 Steps 60 1. .

.A Decision-Making Model: 5 Steps 61 looking at all the relevant facts and developing valid arguments for various courses of action.

and how these might influence the final decision. consideration of practice wisdom.A Decision-Making Model: 5 Steps 62 3. personal beliefs and values. .

evaluating alternatives in an attempt to find a course of action with the least negative effects. exploring compromises.A Decision-Making Model: 5 Steps 63 4. and . developing options.

A Decision-Making Model: 5 Steps 64 5. choosing a position that you can defend. .


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