The right etiquette is found in the most remote of places... It is a great city called AUTHENTICITY - DR WILFRED MONTEIRO teacher of right etiquette

The basic principles of proper dinner table etiquette.......and how to avoid social embarrassment! Here are the important tips on dinner table etiquette that will help you through any formal business lucheon or dinner party.

 GUIDELINGS FOR BETTER TABLE MANNERSs

1.     Dress according to the recommended (if any) dress code. NEVER attempt to "out dress" the hostess!

2.     Once seated, unfold your napkin and use it for occasionally wiping your lips or fingers. At the end of dinner, leave the napkin tidily on the place setting.

3.         Sit a comfortable distance away from the table, so that with the elbows bent the hands are level with the knives and forks.
4.  Avoid speaking loudly or playing with your cellphone to "pass time"

5.     Sit up straight, sit square with hands in the lap and do not fidget. Do not put elbows on the table.

6.     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.

7.     Hold the knife and fork with the handles in the palm of the hand, forefinger on top, and thumb underneath. (see picture above)

8.     Whilst eating, you may if you wish rest the knife and fork on either side of the plate between mouthfuls. When you have finished eating, place them side by side in the center of the plate.

9.     Eat at a relaxed pace and pace yourself to match your fellow diners. Keep your mouth closed and try to avoid making noises of any kind while eating, either with implements against the plate or teeth, or with actual ingestion of the food, eg slurping soup.

10.  Forks should not be turned overunless being used for eating peas, sweetcorn kernels, rice or other similar foods. In which case, it should be transferred to the right hand. 

11.  If the food presented to you is not to your liking, it is polite to at least make some attempt to eat a small amount of it. Or at the very least, cut it up a little, and move it around the plate!

12.  It is quite acceptable to leave some food to one side of your plate if you feel as though you have eaten enough. On the other hand, don't attempt to leave your plate so clean that it looks as though you haven't eaten in days!

13.  Good dinner table etiquette sometimes involves a degree of diplomacy when it comes to the host's choice of food and wine! Even if you feel that you can do better, don't ever offer your criticism. If you feel unable to pay any compliments, at least remain silent on the subject.

14.  Picking teeth (unless toothpicks are provided) or licking fingers are very unattractive! The only exception to the latter is when eating meat or poultry on the bone (such as chicken legs or ribs). In which case, a finger bowl should be provided.

15.  Drinking too much wine or hard spirits can be very embarrassing! Where a different wine is served with each course, it is quite acceptable to not finish each glass.

16.  Don't forget to make polite conversation with those guests around you. Dinner parties are not just about the food, they are intended to be a sociable occasion. 

17.  Desserts may be eaten with both a spoon and fork, or alternatively a fork alone if it is a cake or pastry style sweet.

18..  Always make a point of thanking the host and hostess for their hospitality before leaving. It is good dinner table etiquette to send a personal thank you note to the host and hostess shortly afterwards.

IS YOUR MASTER SALESMAN TOO BUSY FOR THE RIGHT ETIQUETTE? Etiquette Out-performs Sales Techniques…It’s a well-known fact that people buy from people they like. IS YOUR MASTER SALESMAN TOO BUSY FOR THE RIGHT ETIQUETTE?

Etiquette Out-performs Sales Techniques…It’s a well-known fact that people buy from people they like.The human bond and sharing of personal stories is what ultimately leads to a close connection with clients.  I have always found getting to know someone first will more likely lead to business versus simply jumping the conversation straight to business.

But there is another matter of equal importance that many miss, and sadly they often miss the business or sale too. American civil rights leader  Martin Luther King used a phrase that best describes to what I refer, “Content of character.”

Integrity, excellence in follow-up, responses to questions, and perseverance are all qualities that describe the top performing business owners and salespeople.  Why?  Because perfecting these habits let prospects know that you care and that you strive to deliver excellent customer service.  These are key indicators for how you will perform after the sale is made.  It is a known fact that many sales professionals run after securing the sale.  This characteristic adds to the list of factors as to why salespeople are not well-liked by some.

Life has changed a great deal for the sale profession  … Electronic barriers, such as voice mail and Caller ID, give customers the chance to hide and ignore calls. Overall, some would say people are more rude than ever. I would only say that there is a definite loss of respect in a great deal of relationships, both business and personal. 

So, to help you to be the best sales person you can be, I offer up a few guidelines s of Sales Etiquette, in no particular order of importance:

While you or your manager is spending time teaching salesmanship, one topic frequently overlooked is business etiquette, an array of skills that can set you and your product or services apart from your competition.

I refer to business etiquette as your “secret sales weapon” because it is not included in most sales training and because it can be the one element that distinguishes you from your competition. A number of ways to use your secret weapon are:

1. Begin before you leave home.

Start your day by dressing for the activities on your calendar. If they range from business casual to business professional, you need a change of clothing along the way. It is always easier to take off rather than add on. For both men and women, wearing a jacket takes business dress up a notch. Removing it allows you to blend in to a relaxed environment. Dress in a professional manner that meets your customers’ expectations.

2. Prepare for the inevitable first impression.

Each day is filled with first impressions that will last forever in the memory of those you meet. There is never a day that you can let down your guard regarding your attire, your grooming or your attitude. You have no idea whom you will meet, where and when. Don’t spoil an opportunity.

3. Practice listening skills.

Successful sales people are adept at conversation. They love to talk. Many forget that being a good conversationalist means being a good listener as well. Paying attention to what your customers have to say allows you to understand their needs and gives you the advantage for closing the sale and continuing the relationship. It's hard not to be distracted these days. We have a plethora of devices to keep us occupied; emails and phone calls come through at all hours; and we all think we have to multitask to feel efficient and productive.

But that's not true: When you're in a meeting or listening to someone speak, turn off the phone. Don't check your email. Pay attention and be present.Today  everyone is attached to a BlackBerry, constantly checking the influx of alerts. But the  Gentleman or Royal Lady stands out by being both polite and professional …they outshine others…so etiquette is both courteous and efficient

4. Learn how your customers prefer to communicate.

The best way to do this is to ask, “How do you want me to contact you?” Some like e-mail; others opt for the phone; and a surprising number of people favor good old-fashioned face-to-face interaction. What works for you may turn off your customer?

5. Never leave an angry voice mail—

Keep your frustration in check when on the phone. The rule is that you will not hear back from someone. The exception is that you do. Regardless of whether you are pursuing a client or a prospect, be prepared for the long haul and remember that you can always get angry later. For now, remain calm, citizens.

6. Never put anything in writing that you wouldn’t want the client to see—

This one is even more important than the first rule. Let’s say you write “nit-picky client” on a note to the prepress department. What if that note gets attached to the file and even the proof? Your customer will be justifiably irate if he/she sees it. Even when you are adding comments to your CRM system, show some class.

7. Observe the 'Elevator Rule'

When meeting with clients or potential business partners off-site, don't discuss your impressions of the meeting with your colleagues until the elevator has reached the bottom floor and you're walking out of the building. That's true even if you're the only ones in the elevator.Call it superstitious or call it polite—but either way, don't risk damaging your reputation by rehashing the conversation as soon as you walk away.

8. Don't Judge

We all have our vices—and we all have room for improvement. One of the most important parts of modern-day etiquette is not to criticize others.

You may disagree with how another person handles a specific situation, but rise above and recognize that everyone is trying their best. It's not your duty to judge others based on what you feel is right. You are only responsible for yourself.

We live in a world where both people and businesses are concerned about brand awareness. Individuals want to stand out and be liked and accepted by their peers--both socially and professionally.

9. Respect the client’s time—If your appointment is at 10 a.m., be on time. If you are going to be late, call. If the job is scheduled to ship on Wednesday, see that it does. If your appointment is more than a week away, call to confirm. On a first sales call, confirm the amount of time the client has to spend with you. In your follow up, thank him/her for taking the time out of their busy day. Failure to follow this rule can (and quite frankly, does) tell the customer, “I don’t care.” Everything you do as a sales rep reflects upon your company. You can quickly kill a relationship simply by missing a deadline or waltzing in a few minutes late. Yeah, it’s that important.

10. Communicate with your boss—

You have another internal relationship to manage. If you are hitting your quota each month, go ahead and skip this rule. If not, you need to make certain that your boss knows everything you are doing. How many appointments do you have this week? How much business are you quoting? Any Big Fish on the hook? Assume that your boss is sitting at his/her desk right now asking one question about you: “Is my rep doing the job?” Answer that question. Weekly at minimum.

12. Be supportive of your fellow sales rep—

Sales is a lonely job. Life is easy when you have a book of business and orders are rolling in, but that doesn’t mean you couldn’t use a compliment. Conversely, when times are tough the phone isn’t ringing, be a good friend and offer some encouragement. What goes around, comes around. 

13. Be a guide and friend to a new joinee—

Do you remember when you broke into sales? Can you recall the self-doubt and sleepless nights? The fear...the anxiety...the angst? The overwhelming majority of sales people fail. Make it a habit to swing by the new joinee’s desk and offer some support and a few suggestions. “Let me know if you need anything” is not enough. Be a pillar of emotional support. Trust me on this one: There is nothing more personally rewarding than getting a phone call or e-mail from someone whom you’ve mentored in the past and who is now successful. 

14. Thank a client for the appointment or order—

 the art of the thank you note should never die. If you have a job interview, or if you're visiting clients or meeting new business partners—especially if you want the job, or the contract or deal—take the time to write a note.  “I appreciate the confidence you’ve placed in me.” “I will take good care of your business.” “Thank you for affording me the opportunity to be of service.” There. That wasn’t so tough, was it? Every order and every client is precious. Never assume they know it. Tell them… You'll differentiate yourself by doing so and it will reflect well on your company too.

15. Know the Names of your Colleagues

It's just as important to know your peers or employees as it is to develop relationships with clients, vendors or management. Reach out to people in your company, regardless of their roles, and acknowledge what they do.

We spend too much of our time these days looking up – impressing senior management. But it's worth stepping back and acknowledging and getting to know all of the integral people who work hard to make your business run.

 16. Follow up. ..the sale begins after the sale

After your arranged meeting or chance encounter, reconnect with your customer. Your responsiveness will not only help seal the deal, but insure a continuing relationship. A short phone call or brief e-mail is an immediate affirmation of your agreement. Check to see if your customer is happy with your product or service. If there is the slightest hint of dissatisfaction, handle it immediately without excuse. Letting customers know that their satisfaction is your highest priority will have them coming back again and again. Not only that, a contented customer will spread the word almost as fast as the unhappy customer.

 IN CONCLUSION

While you or your manager is spending time teaching salesmanship, one topic frequently overlooked is business etiquette, an array of skills that can set you and your product or services apart from your competition.I refer to business etiquette as your “secret sales weapon” because it is not included in most sales training and because it can be the one element that distinguishes you from your competition. A number of ways to use your secret weapon are: Acquiring a new customer costs more than five times as much as keeping an existing customer. Research validates the data, but good old common sense tells you this is true.

WITH BEST COMPLIMENTS

DR WILFRED MONTEIRO

www.synergymanager.net

passengers complain about low service standards, delays, etc. Airport and airline staff, meanwhile complain about passengers misbehaviour. WHICH IS MORE REVOLTING A SLOPPY CUSTOMER SERVICE OR CRUDE BEHAVIOUR OF A FELLOW PASSENGER?

BUSINESS TRAVELER: 

PLAIN ETIQUETTE FOR THE PLANE 

Etiquette means behaving yourself a little better than is absolutely essential

Taking a flight has become almost as simple, easy and affordable as taking a train or a bus. That is why air travel is the most preferred mode of travel for business and holiday. It offers true value for money, saves time, enables one to cover vast distances and many destinations in reasonable comfort and is a relatively safe mode of travel.

Yet, passengers complain about low service standards, delays, inattentive or rude staff, overbooking, damage or lost baggage, poor security, etc. Airport and airline staff, meanwhile complain about passengers arriving late, cutting ahead in queues, insisting on services not entitled to, argue with staff and other forms of misbehavior.

Here are a few tips on air travel etiquette at various points that will make flying a pleasure for all involved.Each passenger has the right to a comfortable flight, so..

1. Hygiene is of prime importance, especially on long-haul flights. So, if you wish to remove your shoes ensure that your feet or socks are not smelly. Do not wear a shirt that smells of sweat. Ensure that your breath does not smell of stale food or alcohol. Do use mouth fresheners often.

2. Definitely do not show up drunk. In the plane, drink moderately, so that you are neither a source of nuisance nor amusement to others.

3. Eat neatly, without loud chewing noises and slurping sound. Keep your mouth closed when chewing. Do leave your tray as neat as possible when you finish.

4. Keep the sound and noise down. Play your personal movie, music system, or game with headphones. Even then keep the volume low. Noisy videos and games disturb those trying to sleep. Talk softly. It is poor manners to talk loudly and non-stop inside the plane, whether discussing business or private matters in public.

5. A bit of decent affection between couples is fine, but your actions should not embarrass others.

6. Close the window shades if the sun streams in sharply. Open it when the in-flight crew directs you to do so.

7. If you have an aisle seat, do not lean over your co-passenger in the window to look at a view described by the pilot.

8. Do not hog the arm-rest throughout the flight. Also allow your neighbour to use it. Stay within your space. Do not splay your legs out. Keep body contact with strangers to the minimum.

9. Do not peep sidewards to read your neighbour's paper, book or laptop.

10. Read a book, magazine or a tabloid. Do not violate the limited personal space of your neighbour by opening a broad newspaper. Fold it – London tube style.

11. Do not chat when you can clearly see your neighbour wants silence to read, sleep or work.

12. Bring an inflatable pillow to rest your head on, rather than using your neighbour’s shoulder.

13. It is particularly important in a closed environment that you don't spread germs if you sneeze or cough. So carry tissues with you.

14. When the movie is on, do not stand too long and block the views of others watching the film.

15. Laptop users:Keep the sound down. Use headphones. Avoid watching embarrassing movies or sites. To keep snoops out, use a filter (a good one costs about 5000/-) that limits viewing to the person sitting bang in front of the screen. Side viewers see a dark screen.

16.When Exiting the plane: Keep the follow good manners in mind...

The seat:If you are seated where it will take some time to get out, it does not make sense to jump up and over people’s legs, push or elbow other passengers, open the over-head bin and pull your bag out (and unintentionally hit someone on the head or in the eye with the bin cover or your bag).

The aisle:Do not block the aisle when you collect your stuff and repack. Do all this in advance, or after all passengers have deplaned. Remember that many passengers have connecting flights to take and must deplane fast.

Courtesy:Thank the hostess politely when you leave. Acknowledge her thank you with a pleasant smile.


Have a safe journey and enjoy your flight.

Networking can open doors of opportunity... including the chance of finding new friends and reaching out to people with your skills and strengths. Here are the etiquette guidelines

NETWORKING CAN OPEN DOORS  OF OPPORTUNITY 

Networking is an essential business skill that can be learned. The more you network, the easier it gets. Your confidence will grow and after time, the fear doesn't stop you.Meeting and greeting people at business events for many is a frightening concept. How do you let people know what you do and what you might offer them if you don’t get out and promote yourself? 

Traditional networking guides and tips make networking pretty transactional, but networking is more effective when you’re meeting and getting to know people before you need help with something or want to sell your products and services.

10 TIPS FOR EFFECTIVE NETWORKING

  

1.    Develop a list of potential  contacts.These are people you could approach about events or job prospects.

2.    Identify  professional and social event  that will be interseting to attend on a regular basis. Volunteer to help in organizing these events  if possible!

3.    Dress appropriately for these events. First impressions count, so ensure that you wear clothing that reflects a professional image.

4.     Learn how to start a conversation. This is called small talk. Begin with questions such as, “what brings you to this event?”

5.    Have a “30-second resume” ready. This is a verbal summary of your career interests, knowledge areas, skills, and type of industry that interests  you....don't bore people with a long biography

6.    Avoid dominating the conversation (i.e having an “it’s all about me!” mentality).

7.    Master the art of asking open-ended questions. This type of question lets you learn about the other person. Be careful to avoid questions that are too personal  (e.g., “Are you single?” or “Do you have children?”)

8.    Prepare a business card and be ready to hand it out. Keep cards that you receive. Be careful to avoid being pushy when offering or requesting cards.

 Remember that networking at events means continually moving around and not monopolizing one person’s time all evening.

9.    Send a follow-up email right after the event when memories are fresh... try to recall a humourous or warm  encounter in the message but wait for a day before  you follow up on a opportunity you discussed

It is your with choice how to use technology and whether it will hinder or help your communications. You can bet those you communicate will be grateful!

EMAIL: YOUR WINDOW TO THE BIZ WORLD ...  
Some  Etiquette Tips

1.    Make sure your e-mail includes a courteous greeting and closing. Helps to make your e-mail not seem demanding or terse.

2.    Address your contact with the appropriate level of formality and make sure you spelled their name correctly.

3.    Spell check - emails with typos are simply not taken as seriously.

4.    Read your email out loud to ensure the tone is that which you desire. Try to avoid relying on formatting for emphasis; rather choose the words that reflect your meaning instead. A few additions of the words "please" and "thank you" go a long way!

5.    Be sure you are including all relevant details or information necessary to understand your request or point of view. Generalities can many times causing confusion and unnecessary back and forth.

6.    Are you using proper sentence structure? First word capitalized with appropriate punctuation? Multiple instances of !!! or ??? are perceived as rude or condescending.

7.    If your email is emotionally charged, walk away from the computer and wait to reply. Review the Sender's email again so that you are sure you are not reading anything into the email that simply isn't there.

8.    If sending attachments, did you ask first when would be the best time to send? Did you check file size to make sure you don't fill the other side's inbox causing all subsequent e-mail to bounce?

9.    Refrain from using the Reply to All feature to give your opinion to those who may not be interested. In most cases replying to the Sender alone is your best course of action. 

10.Make one last check that the address or addresses in the To: field are those you wish to send your reply to.

11.Be sure your name is reflected properly in the From: field. Charan Singh (not CHARAN , charan singh or CHARAN SINGH).

12.Type in complete sentences. To type random phrases or cryptic thoughts does not lend to clear communication. 

13.Always include a brief Subject. No subject can get your email flagged as spam

14.Never assume the intent of an email. If you are not sure -- ask so as to avoid unnecessary misunderstandings.

15.Just because someone doesn't ask for a response doesn't mean you ignore them. Always acknowledge emails from those you know in a timely manner.

16.Be sure the Subject: field accurately reflects the content of your email.

17.Don't hesitate to say thank you, how are you, or appreciate your help!

18.Keep emails brief and to the point. Save long conversations for the old fashioned telephone.

19.Always end your emails with  a suitable greeting "Thank you," "Sincerely," ," "Best regards" - Kind regards etc....

21.Include addresses in the To: field for those who you would like a response from. 

Best interview etiquette is mainly common sense but you would be surprised by the number of times that people have taken it for granted and overlooked the repercussions.

JOB INTERVIEWS:
 PUT  YOUR BEST FOOT FORWARD

Best interview etiquette is mainly common sense but you would be surprised by the number of times that people have taken it for granted and overlooked the repercussions. In reality, a job interview begins once you get notice of the interview and your interview preparation must begin immediately.

The Dress Code for an interview

Many offices these days are business casual. Therefore, you feel that it is ok to arrive to the job interview also dressed casually. It really is not. The interviewer wants to know that you are serious about getting this job. The first impression will be lasting. Put on your suit, polish your shoes and ensure that you are well groomed.

Punctuality and Interviews

Leave yourself loads of time to get to the job interview. I know it sounds obvious but some things are always going to be out of your control. For example, the bus timetable you have may be out of date and delays you in getting to the interview. As far as the interviewer is concerned, you did not make the effort to get there on time. There is no point blaming the bus. Always arrive fifteen to twenty minutes early.

The interview handshake

Look the interviewer straight in the eye and have a firm handshake. Wait for the interviewer to offer you a seat. If he offers you a drink of water, do not be shy to take it. 

Questions for the interviewer

Ensure that you have questions for the interviewer. This portion of job interview etiquette is always overlooked. The interviewer will expect you to have some questions for him or her on both the role and the company. Even if this is your tenth job interview with the same company, make sure you have a couple of questions ready - else it is deemed that you are not really interested.

Job interview etiquette is often and should never be overlooked. Interviewers demand a certain respect and you should not put your chances of winning your dream job at risk by not following some simple interview etiquette rules.

1.     Arrive about 10 to 15 minutes early, not before. And definitely not after the scheduled time!

2.     Do refer to the interviewer by name

3.     Be alert and interested from beginning to end

4.     Be calm and confident but never egotistical or aggressive.

5.     Project keen interest in the company and the interviewers; never act disinterested.

6.     Be positive and confident - never get defensive at any question or comment at job interviews.

7.     Maintain eye contact with the interviewer without crossing the boundary into staring.

8.     Speak of your accomplishments with specific examples.

9.     When asking them questions, be sure to ask about aspects other than just money.

10. Don't excuse yourself to go to the bathroom during the interview.

11. Dress accordingly but make sure your clothes don't steal the show. You need to convince the recruiter with your skills.

12. Address the interviewer by name. Make sure you pronounce his name correctly.

13. Always carry a few spare copies  of your CV ... it is being both courteous and efficient!

14. Make sure you go to the bathroom before the interview, not during the interview!

15. Don't ask for refreshments. Make sure you had something to drink and eat before the interview begins.

16. Be alert and interested all the time!

17. Be confident but never cocky!

18. Do not make any negative comments about anything. Don't bad-mouth any former employer.

19. Put your briefcase or other interview paraphernalia on the floor and not on the desk.

20. Take notes on a note pad and not on your laptop.

21. Don't interrupt the interviewer.

22. Make sure your cell phone is switched off.

23. Be polite to everyone, also the receptionist!

24. Pay attention to your body language. Stand and sit up straight, be moderate in using hand gestures.

25. Don't lie because sooner or later you will be caught! If you don't know something say "I don't know..." it's a powerful way to win respect

26. Don't procrastinate in answering questions.

27. Be enthusiastic but don't look desperate.

28. Be prepared. Do your research regarding job, company and interviewer.

29. Ask intelligent and relevant questions that will impress your interviewer.

30. Don't ask the receptionist a introduction of the company you should have previewed your website.

31. Don't smoke, chew gum,  or eat “paan” beforehand.it shows on your breath 

32. Go to the interview alone (let parents, children, spouses, friends etc. wait outside the building if they accompany you).

33. Avoid being touchy in an interview situation.

34. Thank the interviewer for their time and ask what the next steps are, if they didn't already tell you.

35. Send thank-you notes following the interview. Make yourself memorable.