Lesson 7: Social Graces

Objectives:

1. To be able to describe a “finished person:

2. To be able to give examples of manner in the family, in public places and

at the table.

3. To be able to give examples of business etiquette

4. To be able to examples of the proper use silverware

5. To be able to give introduction

Social graces
-more popularly known as good manners and etiquette is not a
“put-on” or “add on” to one/s personality.
It should be part of the character of a person.
-“Manners,” says webster, “are social conduct or rules of conduct,
as shown in the prevalent customs: habitual deportment ,
especially with reference to polite conventions/AGREEMENT”
-“manners” are also based on past social customs/DUTIES ,.The
conditions that caused these manners to be proper /good no
longer exist, but the manners continue to exist.
-Knowledge of good manners give people increased self
confidence.
-Manners make a difference with how people feel about you.In
this way it becomes part of your personality because it, in turn,
makes people react to you in a peculiar /strange /unusual way.
Etiquette
-consists of an “act of rules of living in our
society.” These rules make us more comfortable
and reflects a feeling of what is right toward
others.

Most widely researched volumes on etiquette

are: for questions on which fork or spoon to
use at what affair and what dress to wear to
occasion,.
-Etiquette rules of conduct in relationships were of
necessity developed and refined/POLISHED through the
ages.
-each generation has sought /required to transmit these
niceties of life to its successors and to inspire the young
to even higher levels of culture and taste.
-The term etiquette /politeness seems stilted /affected or
phony, but consider that etiquette is merely a name for
pattern of behavior that is based on consideration
/respect for others correctly and good taste. And which
one learned, helps you to do the right thing in almost any
circumstances/situations
 Suggested words to use often
1. Good morning, good afternoon, good evening. Add
the person’s name . Ex. Mr. White, Mr. Brown, How
may I help you? What can I do for you?
2. Please- yes please…could you wait for a few
minutes, please? This sounds better than “ wait for
a minute”…
3. Thank you…This is better than “thanks”. Say thank
you to your coworkers, guest, to your supervisor to
somebody who does something for you.
4. Its my pleasure. "its my pleasure mam sir, “ you are welcome
or you very welcome.
5. “I am sorry” an apology is not used often enough when we
acknowledge our fault .
6.“I’ll be happy to…conveys the message that we are giving this
additional service happily and we are going this extra mile for
the guest. This could be an effective response to customer’s
request.
7. Remember person's name – A person name is to him/her,
their sweetest and most important sound in any language. This
is Dale Carnigies advice (Mr. Public Relations Himself). You can
say “ could you help me to pronounce your name please?”
8.
 Words to avoid

1. I DON’T KNOW
2. I CAN’T DO THAT
3. YOU WILL HAVE TO
4. NO
Use Instead
5. LET ME CHEK
6. LET’S SEE WHAT I CAN DO
7. WE CAN HELP YOU
8. YES, OR MAYBE, NO PTOBLEM
Technically the word etiquette comes from old french, and
means “ticket” or “label”. The word etiquette originally meant
the ticket of entrance to France's court ceremonies –upon this
ticket /coupon were written the rules of court behavior.
-Consider your knowledge of etiquette as you “ticket” of
admission into the conventions of a polite and caring society.
-consider it a special pass that will enable you to relate to others
with thoughtfulness /reflection and polished /refined/elegant
manners.
 How to often do you smile

In the world of hospitality, nothing is a more natural

way of communicating an attitude of cheer in
welcoming a guest and making him or her feel
ease/comfort than smiling
-smiling is an instant energizer. It makes you look
approachable, friendly, relaxed, open and comfortable.
It shows others that you have a sense of well-being
and that you enjoy life.
-Smiling also improves your voice quality by relaxing
your throat muscles. It also makes you look younger.
 Eye Contact
-If you want to look and sound sincere, maintain
eye contact with the person you are speaking
to. Looking a person in the eye means that we
acknowledge their presence and that you are
listening to his or her every word.
-the most valuable message of eye contact is
recognition.-A polite listener will focus on the
chain, mouth, or one side of other person's
face.