Overview Business Attire Details



Learning Outcomes for IITTI Level 1, 2, 3Legend: Black - Level 1 (knowledge - comprehension)Blue - Level 2 (application - analysis) Purple - Level 3 (synthesis – evaluation) Red -What is different compared to before (Jul13,2012a), and other comments Certification: Corporate Basic – Western Etiquette (mainly North American unless explicitly stated otherwise) Corporate Standard – International Etiquette Corporate Advanced – International Etiquette, Self-CultivationEdition: 2012Date: Sep 15, 2012Source: This version uses a format from the 'Learning Demonstrations' byKimberly Law circa Jun 29, 2011. This version uses contents generously contributed by Kimberly Law's book series Personal Impact Guides. This version contains the generous contributions from Lynne Marks, Christina Ong, Riet de Vlieger, Deborah King, Kimberly Law, Lilian Bustamante, and Patrick Chun.Testing Environment: Basic – Computer testing Standard – Computer testing, local practicum, video creation Advanced – Overseas practicum, video critiquingTest Duration: Basic – approximate time 1 hour (50 questions) Standard – approximate time 1 hour (50 questions), 1.5 hour practicum Advanced – in-depth overseas practicumWe recommend choosing an etiquette trainer who can provide proof of expertise and certification, examples include but are not limited to one of the following: AICI FLC, AICI CIP, AICI CIM, Post Institute, Washington School of Protocol, or Civility Experts Canada. Professional AppearanceParticularsLearning OutcomesOverview Business Attire DetailsDetails that are tailored are considered to be most professional:Tailored details are:StructuredMatching / Neutral, Solid Colours / Dark Light ContrastAngular ShapesFirm and Smooth Textures / Matching FabricsStraight LinesSmall Prints & PatternsForm FittedCollar or LapelDetails that are more formal are considered to be more professional (official and/or businesslike). Details that are more informal are considered more casual (unofficial and/or social).- For women:More formal More InformalCollared shirt, sweater/blouse/dressNo collarLong-sleeved, 3/4 length-sleeved Short-sleeved or sleeveless Tailored style jacketCoordinating vest or cardiganTailored trousersKhaki's / Coloured or Dark denim jeans or corduroy (only if permitted)No print (solid), small printMedium to large print - For men:More formal More InformalCollared dress shirtGolf or Polo style shirt / Short sleeved shirtTailored style jacket Coordinating vest or cardiganCollared shirt under jacketUncollared top under jacket (only if permitted) Tailored trousersKhaki’s / Dark denim jeans or corduroy (only if permitted)No print (solid), small printMedium to large print Neck tieNo necktieBusiness DressThe three main categories of business dress: 1. Formal Business Attire -- most formal 2. Semi-Formal Attire 3. Informal Attire -- most casual1. Clothing & accessories appropriate for formal business attire- Tailored design details- Matching jacket and bottom- This category includes multiple layers predominantly tailored. - Most formal work attire is: - For women: Skirt Suit, Pant Suit, Matching Jacket & Dress - For men: The Matched Business Suit- Matched Suits are best when: - presenting yourself as a Leader, an expert or an authority figure- it is appropriate for your industry or the industry of your client- attending important meetings- at a job interview- negotiating a deal- doing international work- making a presentation- company expects formal business dress / business dress code is formal attire- Suitable for positions such as:Executive, Management, Business Administration, Finance & Legal2. Clothing & accessories appropriate for semi-formal attire- Everything same as formal attire except as noted below.- Always includes a tailored style jacket that coordinates with bottom, but is not a matched bottom (exception for women: long-sleeved, 3/4 length-sleeved dress with tailored details may be worn without a jacket).- Coordinated garments that are mainly tailored with some untailored details to soften the look- This category includes multiple layers that are predominantly tailored mixed with some untailored details.- The key garment for Semi-Formal Attire is: the Tailored Jacket (Sport Coat / Blazer)- When worn with a coordinating / non-matching tailored bottom (pant, skirt or dress) the tailored jacket creates an unmatched suit.- In Canada and the U.S., this is the highest level of Informal and the most relaxed Formal Business Attire.- Tailored Jackets with coordinating unmatched bottom are best when: - the dress code or company culture is Relaxed Formal to Informal - you are presenting yourself as credible, approachable, capable, knowledgeable and efficient- you are in a relaxed formal to semi-casual business situation - it fits with the client’s company culture or lifestyle- Informal is expected yet you need to look more authoritative- you are attending conventions and conferences- you need flexibility in your clothing categories- you are interviewing for a job at a company with an informal dress policy- Suitable for positions such as:Communications, Sales, Service, Retail or Hospitality Management, Customer Service, Reception3. Clothing & accessories appropriate for informal attire- A mixture of tailored and untailored details- No jacket- This category includes one or more layers that are predominantly untailored mixed with some tailored details.- The key garments for Informal Attire usually means: - For women: A tailored bottom (dress pants, straight or A-line skirt) and coordinating top, blouse, shirt / light-weight sweater with NO Jacket, orshort-sleeve dress- For men: A collared shirt and slacks with NO Jacket- Tailored Bottoms with a coordinating collared shirt (blouse, sweater, top for women or dress worn alone) are best when: - your company is informal- it fits with the client’s company culture or style of dress- you want to appear accessible, approachable, informal or relaxed- you need functional clothing- you are attending casual business socials, off-site retreats, or casual time at conventions- entry level job interviews for a company with an informal dress policy that does not require a tailored jacket- Suitable for positions such as:Retail, Technician, Contractor, Creative Industries, Communications, Service, Trades & Food ServicesViewer perceptions of various categories of business dress: 1. Formal Business Attire: authoritative, credible, powerful, classic, stable, influential, conservative, formal, official or precise 2. Semi-Formal Attire: semi-approachable and receptive, while still appearing semi-authoritative, influential, capable, credible, dependable and polished 3. Informal Attire: functional, informal, easy going, unofficial, approachable, relaxed, agreeable, comfortable, task-oriented, unstructuredAppropriate shoe styles for business wear: - For both men and women:- Quality leather or suede shoes.- Updated-classic styles with thinner soles.- Neutral colours such as- black, brown, taupe, cordovan.- Shoes should be the same tone or darker than your pant hemline. - For women: - Pumps are most professional.- Closed-toe shoes are considered more formal.- Check company policy regarding open-toed shoes, sling-backs heels and backless styles. - Dress boots appear more casual than shoes – check company policy on what is appropriate.Appropriate jewellery and accessories for business wear: - For both men and women:- Watches are classic, analogue style.- Remove jewellery from visible body piercings (ex. eyebrow ring).- Laptops are carried in carry-cases or tote bags, not backpacks.- Briefcases should be quality leather in a functional style. (Black is the most traditional colour for a briefcase)- Cases for mobile phones should communicate professionalism and business. Black is the most conservative. - For men:- Silk ties are more formal and appropriate. Coordinate your tie with the colours in your shirt, jacket or both.- Braces and belts are worn separately, not together.- Metals should match metals, leathers should match leathers - For women: - Jewellery is understated and coordinates with the classic look of business attire.- Jewellery materials -simple metal, pearl, precious stones (real or faux) and classic bead designs rather than ornate pieces.- Check company policy regarding earring size and quantity (one in each ear is most professional).- Scarves tied or draped around neck- Carry a briefcase, computer case or a handbag, not all.Use of ColourHow to use colour to your advantage in businessFormal | Mature | Authoritative | Confident - Darker shades of most colours are considered more formal. - Dark cool colours such as navy or charcoal grey are the most traditional for business.- Black is the most formal and authoritative colour. - Too much black can be intimidating. - When worn alone, dark shades are unapproachable. - For men:- For a confident, authoritative professional presence, a dark suit with a light dress shirt and a brightly coloured tie make the most effective combination.- For women:- For a confident, authoritative, professional presence, a dark matched-suit with a light-colour blouse, and simple accessories make an effective combination.Caring | Reassuring | Calming | Gentle- Lighter colours, especially pastels send the message that you care. - Perceived as reassuring or gentle. - They also have a calming effect on others. - For men:- For this effect a lower contrast or monochromatic combination (suit, shirt and tie) in lighter tones works well. - For women: - A lower contrast or monochromatic combination (suit and blouse) in lighter tones works well. Team Player | Approachable | Dependable | Trustworthy- Medium muted colours and neutrals are more approachable than dark colours yet still appear credible. - You are a dependable team player who can get the job done. - These colours work well for networking. - Cooler neutrals such as grey and muted blue come across as more serious than warmer colours. - For men:- Effective when worn with a monochromatic shirt and tie or a lighter shirt. - Combine with a richer coloured tie or one in the same tone. - For women: - Effective when a suit is worn with a top and accessories that are either lighter, brighter or in a similar tone. Energetic | Enthusiastic | Youthful - Bright colours bring up the physical energy level and increase brain activity. - Of all the bright colours, red has the greatest impact on physical energy which makes it a very powerful colour. - Bright colours draw attention to the wearer. - For men:- Although men’s business wear doesn't usually include bright coloured garments other than ties, they work well as accent colours. - A brightly colour tie will draw focus to the face and keep the attention of the listener. - For women: - These colours work well as accent colours for blouses and scarves. - A brightly coloured scarf will draw focus to the face and keep the attention of the listener. - Extremely bright colours, such as florescent colours, do not belong in the work place. Fabrics, Prints, PatternsAppropriate clothing colours, fabrics, prints, patterns & clothing styles for business - General tips- Choose updated classics, not fads. Use accessories to accentuate personal style.- Garments are altered as necessary to fit the body.- Fabrics:- Natural fabrics like wool, cotton and silk or natural fabrics with a small percentage of synthetic fibres.- Matte fabrics are more professional than shiny fabrics.- Outer layers (pants, skirts and jackets) appear most professional in structured fabrics and tailored designs.- Traditional men’s wear prints and patterns are most appropriate (checks, plaids, stripes, paisley, foulards, etc.) and are considered more serious and credible in a business setting. As an alternative, small, non-descriptive patterns work well.- For women:Sweaters & Knit Tops:- Refined fabrics, quality construction and modest styles.- Colours must coordinate with key garments.- Cotton (with high thread count) or cotton with a small percentage of Lycra for stretch is the best quality for tailored shirts.- Cotton appears very casual in knit styles such as T-shirts. Opt for blends or silk instead.- Collared styles appear more formal or serious.- Classic styles and neutral colours appear more serious.Blouses:- silk and refined high-quality fabrics would be more professionalHosiery:- Skin tone or neutral tones that blend with your hemline are best.- Fine, light-weight, "sheer" hosiery is more formal than opaque hose.- Darker tones, heavier weights and opaque hose may be worn in winter (if permitted).- Light weight trouser socks may be worn with pants and coordinating shoe style.- Hosiery is always worn with Formal Business Attire unless no-hosiery is approved by the company. Inhot countries or in summer, hosiery may be optional (but may still be required in some industries).- Groomed legs and feet with no hosiery.- For men:Jackets:- Bottom button is always left open.- Hemline covers the seat.Trousers / Slacks:- Waistband is worn between the waist and navel. Jeans are the only exception.- Classic trouser legs fall in a straight line to the top of the heel and a slight break in front.Dress Shirts:- Choose 100% cotton with high thread-count for highest quality, look and feel.- Cotton with a small percentage of polyester or Lycra wrinkles less and travels well. - Shirt cuff fits wrist, shirt collar fits neck.- An undershirt is worn for a smoother look.Knit Shirts & Sweaters:- Refined fabric and blends are more professional than cotton knits which can appear too casual. - Choose well-made, quality pieces.- Coordinate colours with key garments.- Collared styles appear more formal and business appropriate.- Un-collared styles should only be worn under a tailored style jacket (if permitted).- Neutral colours appear more serious.Socks:- Neutral tones that blend with your hemline are best.- Thicker socks are more casual and not generally appropriate.- Socks should cover shins when sitting (no skin showing).Inappropriate clothing colours, fabrics, prints, patterns & clothing styles for business - For both men and women:- Anything denim or corduroy (unless it is permitted by the company)- Uncoordinated clothing (colours or styles) - Digital watches- Extreme prints and patterns- Athletic shoes or clothing- Logos or slogans on clothing (unless it is your company logo)- Avoid sports socks for work.- Cargo style pants (unless part of a uniform or permitted by corporate dress code)- Wearing white socks with dark pants and shoes - For men:- Fad accessories such as novelty ties- Ear or facial jewelery (jewelery must be removed from face and ears) - For women: - Fad clothing and accessories - unless you are in the fashion industry- Necklines lower than 2 inches above cleavage- Skirts shorter than 3 inches above the knee- See-through garments- Large, noisy jewellery- Loud, florescent or metallic colours (except metal jewelery)- Because bright colours are stimulating, avoid wearing too much. - Bright colours and dramatic designs.- Any dramatic details: prints and patterns, accessories, hair colours and styles- Extensive frilly details: i.e. ruffles, tiers or lace- White shoes; even with white clothing (unless part of a uniform or permitted by corporate dress code)- Shoes that are too high or throw you off your balance- Undergarments that show (but please wear some)- Body baring, tight garments- Floral patterns unless worn only in small areas – they are more feminine and less professional.- Animal prints – they are considered fun and the wearer may not be taken seriously as a professional. Grooming, HygieneGrooming and hygiene errors for business and social interaction - Wrinkled or stained clothing- Clothing and shoes that are worn out or in poor condition- Clothing that needs repair: missing buttons, fallen hems, spots, etc.- Brightly coloured hair or extreme styles- Visible tattoos- Extreme hair colours or styles- Body odour, bad breath- Check company policy on use of fragrance (many North American companies have adopted afragrance-free policy)Grooming and hygiene must-do for business and social interaction - For both men and women:- Understated hairstyles (unless your industry is fashion-forward).- Well groomed hands and nails.- Use good posture.- Clean body and hair. - For men:- Facial hair should be neat and clean. - For women: - When wearing nail enamel most companies prefer neutrals, French Manicures, soft coloursand traditional colours such as any colours from the red colour family. Footnote onProfessionalAppearanceWhile traditional cultural attire may be worn in place of Formal Business Attire for some local and regional business events, it is not appropriate for international events unless specified by the host or organizer.Articulate the benefits of a professional image- Potential clients are much more likely to believe in the product or service you are selling.- Current clients will see consistency between you and the company brand, therefore building trust.- People will take you more seriously.- You will look like you fit in.- Employers will see you as a team player dedicated to the business. This is more likely to open up opportunities for advancement.- By dressing for the job you want in the organization, employers are more likely to believe you have what it takesto do the job. Business EtiquetteParticulars Learning OutcomesDefinitionsReference terms: manners, and etiquette.- Etiquette is defined by the rules we live by, established over time as society evolves- Manners are based on courtesy, polite behaviour and consideration for others. Manners are about human relations- Etiquette was established as a way of creating civilityNetworkingThe purpose and expectations of the networking process inNorth America / Europe- The purpose of networking is to get to know more people, to build long-term relationships and uncover future opportunities. It is done from the attitude of “giving” rather than “getting.”- Keep hands clean and available for hand shakes:- Bring business cards, brochures or profiles and wear a name tag. - Create a 10 Second introduction (Elevator Statement). This includes an introduction of yourself and description of your business in 30 words or less.- Don't use nick-names. Listen to how people introduce themselves and follow their lead.- Spend no more than 10 minutes with the people you meet. - Give leads and referrals whenever possible. - Follow up with a call, thank you or information of interest. - Avoid using any sales pressure during conversations or initial follow-up. Instead,show interest with questions, small talk and light conversation. Conversation gaffes- Gossiping or swearing.- Criticizing, complaining, making sarcastic or degrading comments.- Condescending comments, feeling sorry for yourself: ‘Poor me...”- Talking about how much something costs or how much money you make.- Saying anything designed to advance your career, including any direct selling.- Interrogating people for any reason.- Telling long stories, unless they're pertinent to the discussion.- Dominating the conversation.- Discussing or asking personal questions involving crime, politics, money, illness, food preferences or religion.- Discussing any topics that might be received as controversial.- Discussing topics like politics, religion, sex or money.- Offering an opinion or giving unsolicited advice (including on appearance), or correcting someone's etiquette. This includes making personal comments.- Boasting or name dropping.- Expressionless or unfriendly facial expression when meeting or conversing.- Excluding others.- Scolding others in public.- Practicing or encouraging underhanded tactics or manipulation- Inappropriate speaking volume – too loud or too soft.- Calling someone by the wrong name without apologizing and correcting the mistake.- Listening to conversations that are not meant for your workingDemonstrate how to start a conversation Refined- Approach the person you would like to meet.- Make eye contact and smile.- Introduce yourself. Get the other person's name. Make sure you have heardthe name clearly and are clear on the pronunciation. The person of higher position would offer to shake hands first.- Explain your purpose for being at the event. You may ask the same information of them.- Do not talk about yourself, unless asked.- If the person's business is of interest to you, ask for a business card.- When receiving the card, look at it before putting it away.- Only present your card when asked.- If someone gives you information or help, give prompt and sincere thanks.- Ask Questions: - Open ended questions open conversation. These are questions that start with who, what, where, when, why, how. They don't require a simple "yes" or "no" answer. - Topics for Conversation:- The other person's family (if initiated).- The other person's interests.- Good news about mutual friends or acquaintances.- Current events and news items that are light, interesting and easy to talk about.- A recent play or movie.- Ways to assist others.- Positive news about the economy.- A recent documentary or television show.List conversation tips- Be courteous to everyone.- Speak in positive terms.- Listen attentively.- Show authentic interest in others.- Say "please" and "thank you" at every opportunity.- Don't interrupt.IntroductionsHow to make business introductions- The person of lower rank or title is introduced to the person of higher rank or title. The easiest way to do this is to face the person with the highest title and say their name first. e.g. "Mary, I would like to introduce Dave Green who will be joining us as an administrative assistant. Dave, Mary White is the President of our company."- When introducing a client and a colleague, a colleague should always be introduced to your client first, regardless of rank. e.g. "Glen, I’d like to introduce my colleague Bill Black. Glen Green is President of XYZ and will be working with us."- When making introductions with someone in public office or in an official position, they are considered the most important. e.g. The non-official is introduced to the official. "Mayor Davies, may I present our host, Sam Chen."How to introduce oneself in a business setting- Make eye contact, smile, and shake hands- Repeating the person's name in the greeting. e.g. "Hello, Mary. It’s nice to meet you."- Introduce yourself with your first and last name.- When getting the other person’s name, make sure you have heard the name clearly and are able to pronounce it properly. Ask for clarification if needed.- If you are sitting when someone approaches you, stand in order to shake hands.- Ask questions to start a conversation. Open ended questions allow the other person toelaborate on the answer. Who, What, Where, When, Why, How? - Find out who they are and what they are interested in. Discover what they know, what they need, etc. - Don't talk about yourself unless asked. Don't monopolizes the conversation. - Show appreciation for someone’s help or assistance- give prompt and sincere thanks. Recognize how to make social introductions- We take title, gender and age into consideration. If there is no title the younger person is introduced to the more senior person. Introduce the woman's name first. e.g. "Grandpa, I'd like to introduce my friend Bill Brown."- The person better known to you is introduced to the person less known to you. e.g. "Susan, please come in. I'd like to introduce to you my co-workers Jane Smith and John Jones. Susan is a friend from college."HandshakesInappropriate handshakes for business interaction- Aggressive clasp.- Limp or weak clasp.- Hand held by clasping with two hands.- Hand held by lightly by the fingertips.- Hand held with your palm down.- Patting the other person on the shoulder or arm with your free hand.- Squeezing recipient's hand too hard.Appropriate handshake for business interaction in Canada / US - Shake hands firmly, web to web, hand held vertically parallel, 2 – 4 pumps.- Make eye contact.- The person of higher rank or title should initiate the handshake.- If you are unable to shake hands say, "I'm very glad to meet you; I'm sorry I'm not able to shake hands." (An explanation may follow) Name tagsCorrect placement of name tags- Name tags should be worn on the right, close to the shoulder (unless dictated by uniform or dress code).Business CardsHow to give and receive business cards appropriately- Exchange business cards with the people you meet, giving and receiving business cards respectfully. - If the person's business is of interest to you, ask for his or her business card. - When someone hands you a business card, hold it respectfully and take a moment to look at it before putting it away. - Writing comments on the business card can help you remember details, but should be reserved for the back of the business card, not the front. - Only present your card when asked.- When offering your business card, present it so it can be read with the printing facing the person receiving the card. - When giving and receiving cards, the card should be held by the corner with the thumb on top. And is received by holding the opposite corner of the card. (With Asian cultures, use both hands to present the card)BehaviorAppropriate behavior in a work environment- Treat everyone with equal courtesy and respect no matter what their position. - Prepare ahead for each appointment. - Bring only materials required for the appointment. - Turn off personal cell phones and pagers. - Be punctual for work.- Respect your clients and colleagues by showing up on time for meetings. Don’t waste their time, stay on track and stick to the time frame. - Follow up each appointment with a letter, email or call. - Communicate clearly. - Discuss any problems in a positive tone so as not to sound defensive, aggressive or apologetic. - Keep your work area clean and well organized. - Be respectful of your colleagues' work spaces. - Eat lunch in designated areas only. - Watch the clock at lunch and on breaks. Don't take longer than the time you are given.- Keep non-work related banter with co-workers to a minimum, or restrict such conversation to break times. - Smoking is prohibited indoors in most public places in North America.- When smoking is permitted, be considerate of the people near you.- When problems arise, be proactive and solution oriented. - When raising issues with your employer, do so in an observational way rather than a judgmental way. Business Mistakes - Smoking in public areas that are non-designated for smoking. - Not disposing cigarette butts in appropriate trash containers.- Picking noses or any other body orifice- Spitting on ground, in garbage cans, or drains.- Biting your nails.- Making bodily noises.- Wearing too much fragrance.- Applying make-up or combing your hair in public. - Placing personal belongings on another person’s space.- Taking/borrowing without permission items from a co-workers office space/cubicle.- Eating/taking someone else’s packed lunch/drink from a common office fridge or food area.- Using a wet towel in restaurants to wipe face/neck/arms.MeetingsMeeting etiquette in Canada & the US- Don't bring food into a meeting. (Unless you've been told to do so) - Don't chew gum.- Turn off cell phones, pagers and portable devices such as a BlackBerry.- Arrive on time for the meeting prepared to contribute comments and ideas. - When chairing a meeting, end on time.- Only bring the materials required for the meeting. - Follow the lead of the meeting Chair. - Don't interrupt. One person at a time, whoever has the floor. - Stay on track and adhere to the time limits posted on the agenda.- Don't create distractions. (Shuffling paper, clicking your pen, etc.) - Focus on the goal of the meeting. - Treat everyone with respect; be open to ideas and freedom of expression. - Do not make personal attacks. - If you have to leave before a meeting ends, wait for an appropriate presentation or discussion pause beforeexiting. Hold the door gently until it is closed to minimize noise.- Dress one category more formal than your client.Meeting facilitationTerm- RSVP- The letters RSVP found on most invitations came from the French phrase "repondez s'il vous plait", which means, "please reply."- You should reply within the timeframe as indicated in the invitation.Describe this common format for conducting a meeting, chairing, voting in a meeting- Every meeting needs a set of rules for conduct at meetings, that allows everyone to be heard and to make decisions without confusion.Terms- Chairperson- The person who is responsible for planning and directing the steps of a meeting.- Agenda- The purpose and details of the meeting.- Quorum- The number of people needed for a meeting to be legitimate.- Call to Order- This occurs at the beginning of the meeting, once quorum has been attained.- Motion- Propositions put forward by members for getting business done.When one "moves a motion", it means someone is proposing something.- Obtaining the Floor- Gaining the right to speak.- Job of a chairperson- Preparing the agenda- It is the duty of the chairperson to prepare the agenda- It should be distributed before the meeting. (At least three days prior) This will allow time for the participants to plan for the meeting, and possiblysuggest changes to the agenda.- Distribute any attachments with the agenda if they are to be discussed at the meeting.- Points that require creative thinking should be at the top of the agenda. - Time should be allocated for each item.- Begin the meeting on time- Encourage discussions, but stick to items on the agenda- Control the speakers to stay on topic.- Discourage those who want to stifle ideas.- Avoid taking sides; stress the sharing of ideas.- Voting- Ask for each motion to be moved, seconded, and carried.- In most circumstances, the chair only votes in the event of a tie.- End the meeting on time- Summarize agenda items and any plans of action.- Close on a positive note; refer to the progress that has been made and thank everyone for their contributions. - Follow-up- Follow-up with the participants after the meeting with written minutes including he items discussed, decisions reached and actions to be taken.- Typical order of business1. Call to order.2. Roll call of members present.3. Approval of the agenda.4. Reading of minutes of last meeting.5. Officers reports.6. Committee reports.7. Special orders --- Important business previously designated for consideration at this meeting.8. Unfinished business.9. New business.10. Announcements.11. Adjournment.- How are Motions Presented?- Obtaining the floor1. Wait until the last speaker has finished. Chairman states: “Is there any discussion?”2. Rise and address the Chairman by saying, "Mr. Chairman, or Mr. President."3. Wait until the Chairman recognizes you.- Make Your Motion1. Speak in a clear and concise manner.2. Always state a motion affirmatively. Say, "I move that we ...".3. Avoid personalities and stay on your subject.- Wait for Someone to Second Your Motion- Another member will second your motion or the Chairman will call for a second.If there is no second to your motion, the motion is lost.- The Chairman States Your Motion1. The Chairman will say, "it has been moved and seconded that we ..." Thus placing your motion before the membership for consideration and action.2. The membership then either debates your motion, or may move directly to a vote.3. Once your motion is presented to the membership by the chairman it becomes "assembly property", and cannot be changed by you without the consent of the members.- Expanding on Your Motion1. The time for you to speak in favor of your motion is at this point in time, ratherthan at the time you present it.2. The mover is always allowed to speak first.3. All comments and debate must be directed to the chairman.4. Keep to the time limit for speaking that has been established.5. The mover may speak again only after other speakers are finished, unless called upon by the Chairman.- Putting the Question to the Membership1. The Chairman asks, "Are you ready to vote on the question?"2. If there is no more discussion, a vote is taken.3. On a motion to move the previous question may be adapted.- Voting on a Motion:The method of vote on any motion depends on the situation and the by-laws of policy of your organization. There are five methods used to vote by most organizations, they are:1. By Voice -- The Chairman asks those in favor to say, "aye", those opposedto say "no". Any member may move for an exact count.2. By Roll Call -- Each member answers "yes" or "no" as his name is called. This method is used when a record of each person's vote is required.3. By General Consent -- When a motion is not likely to be opposed, the Chairman says, "if there is no objection ..." The membership shows agreement by their silence, however if one member says, "I object," theitem must be put to a vote.4. By Division -- This is a slight variation of a voice vote. It does not require a count unless the chairman so desires. Members raise their hands or stand.5. By Ballot -- Members write their vote on a slip of paper, this method is usedwhen secrecy is desired.Job InterviewAppropriate behavior for a job interview- Follow the lead of the interviewer.The finer points about job interview- Be prepared. Do research on the company.- Prepare a list of questions such as:What career path would the company offer?Am I expected to work in a team or alone?What kind of dress code is expected?What is the company culture like?What is the direction of the company?- Always bring extra copies of your resume even though you have sent one to the company.- Bring a list of three references printed out, including contact information for each reference.- Research business dress policy and dress appropriately.- Be prepared for appropriate small talk at the beginning.- Be punctual. - At the start of an interview, greet the interviewer with a handshake and introduce yourself.- Follow the interviewer's lead and let them guide the direction of the conversation.- Focus on:Why you are a good candidateHow you can do the jobWhat you can contributeHow you will benefit the company- At end of interview, always let the hiring manager know you think the job is a good fit and you are interested. Ask what is the next step and when you might expect to hear back from the employer.- Always thank the interviewer for the time they spent interviewing with you.- Follow up with a 'thank you' note (although sending via e-mail is increasingly common, hand-written note is still considered the most formal.).Body LanguageAcceptable personal space in North America- Acceptable interpersonal space differs from country to country and region to region. The following guidelines are for Canada and the US. Intimate space within ? an arm lengthPersonal space within ? - 1 arm lengthSocial space within 1 - 2 arm lengthsPublic space more than 2 arm lengthsEye ContactAppropriate eye contact for business interactions- Maintained 70% of the time to show confidence- Between 1.) an imaginary, upside-down triangle on the forehead, or 2.) an imaginary, upside-down triangle between forehead, eyes and noseAppropriate eye contact for social interaction- Between an imaginary, upside-down triangle from eyes and the mouthBody LanguageIdentify open vs. closed body language- Crossed legs Closed; defensive- Hands clasped Not open to new ideas; nervous- Crossed arms Disagreement; not open; defensive- Arms holding self Vulnerable; protective- Leaning back, hands in front Retreating; disengaged- Leaning back, hands clasped behind head Open; "lets's see"- Head held straight & facing speaker Interest / Confidence- Arms relaxed at side Confident, relaxed and openTelephone & Techno-EtiquetteHow to answer a business telephone- Answer all incoming phone calls before the end of the third ring (or as required by company policy). - Speak slowly and clearly, so your caller can understand you easily. - Always ask the caller if it's all right to put them on hold. If needed, give progress reports every 30 to 45 seconds. If you think it will be a while before you can take the call or transfer the caller to the right person, offer to call them back instead. - When transferring calls, ask first. And always tell the caller to whom they are being transferred. Make sure you are transferring them to someone who can help them. Always give the caller choices in this situation.- Speaker phones should only be used when you need more than one person to bein on the conversation at your end. When using a speaker phone always make sure the person on the other end of the phone knows that they are on a speaker phone. - Thank the person for calling. How to make a business phone call- Identify yourself and your business. (If applicable)- State the purpose of your call and stay on track. - Ask if it is a convenient time to talk. - Be prepared with an agenda. Inappropriate behavior on the business telephone- Don't eat or chew gum while on the telephone. - Don't carry on secondary conversations while on the phone.- Don't multi-task while on the phone (unless required for conversation).- Don’t leave caller on hold for more than 45 seconds (or as company policy dictates).- Don't make social calls from a business phone.Appropriate mobile phone use- Keep calls quick and to the point. - Chat on cell phones when you are alone, and avoid noisy background interference.- Use traditional ring tones in a business setting or for business purposes. When in a public place or business setting, set phones on silence, vibrate or use a traditional ring tone. - In a business setting, personal cell phones should be turned off. - Keep personal matters personal by having these discussions in private. - Use hands-free devices while driving, for your safety and to alleviate the aggravation of those driving next to you. - If the line is interrupted during a call, the person making the call should immediately dial through again.- Texting is reserved for very casual communication only that is brief and to the point. When texting someonefor the first time, identify who you are. They may not have your number saved in their phone. Inappropriate mobile phone behaviour and use - During a meeting, public event, lecture or in a classroom. - In restaurants. (Unless you are alone) - In places of worship, weddings & funerals. - While watching a movie, play, or musical event.- In someone else's home or office. - Public transportation. - Hospitals. - Elevators. - Any time you may be disturbing others.- Don't disturb people around you while talking. Keep your distance from other people while talking. - Don't yell. Monitor the loudness of your voice and keep it at a low to moderate level. - Quirky ring tones in business setting or for business use.- Note that inappropriate mobile phone use does not just include answering phone calls, but also checkingcell phone for any purpose - calls, email, social media, etc.- Answering cell phone in a thoroughfare and blocking the way.- Engage in personal conversations when others are present.- When in the presence of others.Why telephone voice mail is important- Some countries don't have the habit of installing a voice mail system, especially for land lines.- Voice mail systems are important because they serve as a convenience for people calling you.It is a consideration of people calling you; it saves them time from calling you again.How to leave a message- When leaving a message on voice mail, leave sufficient information to cut down on "telephone tag."- Never assume that the person you are calling has your number. You should always include it in your message. - If you anticipate that you will be difficult to reach, indicate some options of when it might be a good time to return your call. Identify how to take telephone messages- The caller's full name and spelling. - The caller's company. (If applicable) - The caller's telephone number. - A clear message. - The time and date of the call. Know how to use outgoing voice mail- If you use voice mail, the outgoing message should be short, polite and to the point giving callers any pertinent information including your name, your company name and when you will be returning the call.- If you include the date in your voice mail. Make sure you update your message daily. - Don't keep callers waiting. Return your calls within one business day. Email EtiquetteGood business practices for email etiquette- Business emails should be written with the same formality as a business letter. - Use Salutations like Dear… or Hello… or Greetings… - Be polite in all written communication.- Do not send sensitive information by email. Accidents do occasionally happen. - Emails should be brief and to the point. - Pay attention to spelling and grammar so that you are clearly understood. - Do not use all capital letters in an e-mail message: it comes across as shouting. - If you are sending an email to a group, and the individuals do not need to know who elseis receiving the e-mail, use the "blind copy" box to type the email addresses in order to respect recipientsprivacy. - When e-mailing different time zones, be clear about dates and times. - Address people you do not yet know formally as Mr. or Ms. unless they specify a different title in their signature. - Respond to e-mails as soon as possible; always within 48 hours of receipt. If it will take longer to obtaininformation, within 48 hours reply that it will take longer to get the required information. - Do not use text message abbreviations.- Do not use emoticons in a formal business email.Elements of a business email- State the subject in the "subject" box. Don't leave it blank.- Your e-mail signature should include: your name, title, company name, company telephone number, your direct line and fax number. Inappropriate communication for business emails- Be respectful of other people’s time; do not send junk-mail, chain letters or jokes. Social Media EtiquetteBasic appropriate social media etiquette- Social media should be treated as an open display of personal information. - Be polite in all written communication.- Don't place sensitive information on your site or others. - Don't use text message abbreviations.- Be very careful about your lifestyle, your associations with certain friends, your actions –you will never know who will post some negative photos about you that would affect your reputation.CorrespondenceKnow how to write a 'thank you' note- If you are given a gift, are the recipient of a favour or have received excellent service:Send a handwritten letter or card as soon as possible. Know how to write a sympathy note- If you are close to someone whose family member has died: Send a handwritten sympathy letter or card as soon as you hear the news. - If you learn about the death of someone who is connected to you in some way:Send a handwritten sympathy letter or card to the person you know the best. Know how to write an apology note- When you have hurt someone's feelings:Apologize verbally then follow up with a handwritten note. It is also a nice gesture to type out a letter to others who witnessed the incident. Gift-Giving in BusinessRecall gift-giving etiquette at work- If you are new to the job, check the company policy for gift giving.- If office policy permits or promotes gift giving to co-workers, stick to the limits and guidelines that have been suggested. - Gifts that go beyond the expected should be given outside the work environment. - Gifts for the boss are not generally expected and may be considered brown-nosingwhen undertaken alone. If you wish to buy your boss a gift, ask staff members to chip in for a gift instead.SmokingRecognize smoking etiquette for smokers:- When in public or private buildings, only smoke in areas designated for smoking, or in areas where others go to smoke.- Refrain from smoking in the vicinity of pregnant women and infants.- Ensure that the smoke does not drift in the direction of others.- Refrain from smoking in the presence of those who are eating. (In a group situation, wait until after dessert to light up if you are having a meal and smoking is permitted in the venue.)- If ashtrays are not made available, assume that smoking is not permitted and do not request an ashtray.- Do not smoke in someone else's car, as there is no escape for the other person.- If you have a non-smoking guest in your car, it is respectful if you ask, "Do you mind if I smoke?" (The best thing would be to refrain, since the other person may not be comfortable asking you not to smoke in your own car.)- If you visit the home of someone who does not smoke, it is polite to smoke only outdoors.- A smoker who has a non-smoking houseguest may choose to refrain from smoking in the presence of that person. It is considerate to ensure that the guest's room is free of the odour of smoke.Recognize smoking etiquette for non-smokers:- If you are entertaining and smokers are attending, arrange for a comfortable smoking area outside, if you prefer not to have smoke in the house. Everyonedeserves to feel welcome. Have comfortable chairs, appropriate lighting, and ashtrays available.- Do not tell a business colleague that they should quit smoking in the interest of their health. This is considered intrusive and a very personal matter.- Non-smokers should respect a smoker's right to smoke, as long as it is not done at a site designated as non-smoking.- If you wish for someone in a public place to stop smoking, ask them very politely alongwith explanation. When the individual extinguishes their cigarette thank them sincerely.Pregnancy andKnow how to act around pregnant women New Parents- It is inappropriate to ask questions concerning someone's pregnancy or possibility of pregnancy, (e.g.: "Who is the father?" "Did you plan this pregnancy?" "When are you due?" "Are you planning on having (more) children?")- If the expecting couple raises the topic of pregnancy, it is okay to engage in the conversation.- It is inappropriate to touch a pregnant woman's stomach without her permission.- If possible, offer your seat to pregnant women in crowded places.- Do not smoke near pregnant women.- Do not point out to pregnant women that they should not smoke or drink alcoholic beverages.- Nursing when other people are present (e.g. at someone's home, public places) should be done as discreetly as possible.- Be understanding and courteous to new mothers.- Expecting couples should keep in mind that not everyone is interested in hearing aboutthe pregnancy.- Inform your colleagues of your pregnancy only when you begin to show. Do not announce the details of your pregnancy and physical condition in the workingenvironment.- New parents should be respectful of others. There are certain social functions, meetingsand restaurants where it is inappropriate to be accompanied by a small child. - Diapers should be changed in designated areas of public places. If no such area exists,ask the person in charge if there is a washroom or a sheltered area you may use.Sexual Harassment- Recognizing that referring to colleagues in a sexist manner (e.g. honey, babe, sweetie), can be considered sexual harassment. Examine dating in the office- If an individual asks a co-worker out on a date and either the man or woman expresses in any way that the attraction is not mutual, the instigator should end it and notmake another attempt. - Touching someone, other than to shake hands, is considered inappropriate in theworkplace and may be misunderstood as sexual harassment. - It is inappropriate for a boss to ask his/her assistant out on a date. - Unwelcome sexual advances and sexual abuse are illegal in Canada and the US, and a violation of personal rights. Good MannersSaying 'please', 'thank you', 'excuse me' -- Everyday - When you make a request, use the word 'please'. Applications- When someone gave you courtesy, use the word 'thank you'.- When you may have, have or would have inconvenienced someone, say 'excuse me'.Holding doors open- Allow people from the inside to come out first before going in. Hold the door openwhen people from the inside are coming out.- When you go through a door, always be considerate and think of the people behind you.Hold the door open until they have held the door or when they have gone through.You do not want to have a door slam into the face of the people behind you!- A man should hold open the door for accompanying women to go through first.Elevator mannersJust one floor- When you are going up or down one floor, use the stairs if possible. This ruleshould especially be observed during peak traffic hours like morning andlunch time.Pushing the button- Do not re-push the call button if someone has already pushed it. This indicatesthat you either do not understand how an elevator works, or you do not trustthe other person who has already pushed the button.- If a door is closing when you arrive, do not press the button to open the door again. Wait for the next car by waiting for the door to close completelybefore pressing the button. If you press the button by mistake, and the doorstop closing, do not board unless asked. Politely apologize and wait fortheir car to leave.Large package- If you are carrying a large package, wait for an empty car if possible. If you areinvited to board a loaded car, be sure all riders agree to the invitation. If youare unsure, insist that you are willing to wait for the next empty car.While waiting- While waiting to board, stand AWAY from the door opening. Let people get offthe car first BEFORE you get in.Before getting in- If the direction of the car is not clear, politely ask people inside if the car is going up or down.- On a crowded elevator, only board should there be room for two for every one thatis attempting to board.- During high traffic hours, you may find it necessary to board a car that is crowded.If there is not a verbal invitation to board, but the passengers welcome you bymaking room for you, consider that an invitation to board. If you are withsomeone, do not assume the invitation stands for all in your party. Considersplitting up and agree to meet at your destination floor.When boarding- In general, those standing nearest the door should board first.- Gentlemen should allow ladies to board first.- Young should allow elderly and handicapped to enter first.Holding the door- Hold the door for someone that is running toward the car is only appropriatewhen the car is empty or there is consensus among the passengersthat it is ok to wait.- It is inappropriate to block the door from the outside for any reason. Do notstick feet, hands, umbrellas, briefcases or other items in front of a closingelevator door.Closing the door- Do not close the door using the "close" button unless it is clear that no one istrying to board or when there are other cars available to go in the samedirection. It is improper to close the door on someone that is approachingthe elevator.- It is acceptable to close the door when the car you are in is full.Where to stand- Stand as close to a wall as possible. Consider your destination floor and standnear the back if you are going to a high floor. If you know you are getting off shortly, stand toward the front. If you choose to stand near the buttons,offer your help to push the buttons for others.- Once you are in the elevator, turn around to face the door.Talking and singing- Avoid conversations in the elevator. You can continue a conversation that was started before boarding as long as it is not clearly irritating others in the car.- Avoid lewd jokes and topics that could offend others.- If you talk, be considerate and talk softly.- If others board the elevator while conversing, do not treat it as an invitation tojoin their conversation. Do not cut in unless you are invited to join the discussion.- Avoid singing, humming, and whistling in an elevator.- If you are wearing headphones, make sure they are turned down to a level thatcannot be heard by other passengers.- Avoid using cell phone on the elevator.Touching and closeness- In general, it is inappropriate to touch other passengers on purpose. - If you accidentally bump into someone with your baggage or parts of yourbody, immediately apologize for invading their personal space.- Respect the personal space of others. Imagine an invisible buffer zonethat extends about a foot from the person in all directions andkeep out of that area.- If you board an elevator with your significant other, keep touching limited toholding hands. Do not engage in a public display of affection while thereare other passengers present.Health issues- If you are sick, consider waiting for an empty car.- If you have a cold or flu, keep your mouth covered and avoid touching the buttonswithout a tissue. Always cover your mouth when sneezing in an elevator.- Do not smoke in any elevator.Pressing floor buttons- Avoid re-pressing buttons that have been pressed. Re-pressing is disrespectfulto the person that has already pressed the button and is generally irritating.- If you pressed the wrong button, wait until the door opens on that floor and apologizeto those who remain in the elevator. You may press the door "close" buttonto cut down on wasted time.Baggage- If you have baggage, wait for an empty car whenever possible.- If you must board an occupied elevator, make sure there is enough room for youand your baggage without violating the personal space of others.- Try to stay near the doors with your baggage in order to minimize displacingother passengers upon your exit.Exiting- Gentlemen should allow ladies to exit first unless you are blocking the doors.- If there are other passengers in front of you when the car arrives at your floor,do not push but politely say "excuse me" to let others know you need to get through.- If you are blocking others from exiting the elevator, do your best to move out ofthe way. If necessary, exit the elevator to allow them to leave and re-board.Bus/subway mannersEscalator etiquette- Stand on the right, walk on the left.Subway thoroughfare- Never block thoroughfares, stand away from pedestrian traffic.While waiting- Always line up onto a bus and other public transportation.- Always make way for people to get off by standing to the side before getting on.Holding the closing door on a subway- Do not hold a closing door because you are delaying the train for all otherpassengers already in the train.Once on- Always show courtesy to the elders, the sick, and women with young toddlerby offering your seat.- Do not stare at people. Do not gawk! Eye-contact should be less than a couple ofseconds.- Do not perform any grooming such as combing hair, plucking eyebrows, curling eyelashes, flossing teeth, or clipping fingernails.- Avoid eating or drinking so that there is no chance of splattering onto otherpassengers around you.- Avoid bringing large, space-consuming backpack, or suitcase. If it isunavoidable, put the backpack on the floor between the legs.- Use your cell phone only when absolutely necessary. When you do, speak softly and discreetly without bothering others.- Avoid singing, humming, and whistling.- If you are wearing headphones, make sure they are turned down to a level thatcannot be heard by other passengers.Touching and closeness- In general, it is inappropriate to touch other passengers on purpose. - If you accidentally bump into someone with your baggage or parts of yourbody, immediately apologize for invading their personal space.- Respect the personal space of others. Imagine an invisible buffer zonethat extends about a foot from the person in all directions andkeep out of that area.- If you board with your significant other, keep touching limited to holding hands. Do not engage in a public display of affection.Exiting- If there are other passengers in front of you when you try to disembark,do not push but politely say "excuse me" to let others know you need to get through.- If you are blocking others from exiting the subway, do your best to move out ofthe way. If necessary, exit the subway to allow them to leave and re-board.Umbrella manners- Close your umbrella in crowded situations so that your umbrella would not be in the faceof others.- When using umbrella consider others walking beside you or passing you. i.e. tilt umbrellaaway from others so it doesn’t hit them.- When closing umbrella shake water off in the direction away from others.Car seating manners- If you are in somebody's car, do not eat or drink unless you have consensus from the driver.- Do not do any grooming such as combing your hair, clipping your nails.- Ask for permission from the driver if you have to use your cell phone.- Do not distract the driver from driving. Avoid excessive chitchats. Offer to help in navigating and any other way you can.Car-parking etiquette- Do not fight for parking spots. Follow the unwritten rule of "first come first in".- Do not ask someone from your car to stand at a car stall to "reserve" the spacebefore you get there.- Park properly without being too close to one side or the other.Line-up etiquette- When standing in a line-up let the people standing in line before you go first. Wait your turn.- Avoid standing less than one-arms-length from those in line. This is consideredpersonal space.Identify cultural, social and business gaffes/ faux pas that may have a negative impacton overall personal and business image:Cultural faux pas - stone-faced expressionless or unfriendly facial expression when meetingstranger saying 'hello' to them - answering cell phone when in other people's office - answering cell phone when in a meeting - answering cell phone in a thoroughfare and blocking the way - chatting about personal matters on cell phone within enclosed public areas such as an elevator - smoking in public areas that are non-designated for smoking or throwing cigarette butts everywhere - picking noses - spitting - spitting into garbage cans or drains - leaving behind dog poo without picking up or inconsiderate handling of pets in publicareas - speaking loudly - scolding others in publicSocial Gaffes - picking any body orifice - biting your nails - making bodily noises - using a cell phone at your restaurant table, in a theatre or indiscreetly in anypublic place - wearing too much fragrance - using a portable device when socializing with others - using wet towel in restaurants to wipe face / neck / arms - placing personal belongings on another person’s space - calling someone by the wrong name without apologizing and correcting a mistakeOther Business Gaffes - chewing gum while making a presentation or in a meeting (covered elsewhere) - applying make-up or combing your hair in public front of a business colleague - dressing or behaving inappropriately (too vague, and had been covered elsewhere) - making social calls from a business location - practicing or encouraging underhanded tactics or manipulation - gossiping or talking about the affairs of others within the company (covered elsewhere) - correcting someone else’s etiquette (covered elsewhere) - criticizing, condemning or complaining (covered elsewhere) - making sarcastic or degrading comments. Swearing (covered elsewhere) - interrogating people for any reason (covered elsewhere) - boasting or name dropping (covered elsewhere) - wasting time by telling long stories that aren’t pertinent to the discussion (covered elsewhere) - in conversation with a VIP, stating your opinion of him or her (covered elsewhere) - taking/borrowing without permission items from a co-workers office space/cubicle - eating / pinching someone else’s packed lunch/drink from common office fridge - listening to conversations that are not meant for your earIneffective Team Effort: - Showing dependency by leaning on anyone who represents authority. - Resisting anyone who represents authority. - Withdrawing psychologically. - Pairing up: seeking out one or two supporters to form a kind of emotional sub-group. - Fighting or asserting personal dominance. - Controlling by attempting to get your own way, regardless of others' opinions. - Isolating yourself and keeping silent. - Withholding information from the team. - Talking too much.- Criticizing. - Making judgments.- Blaming. - Not trusting the group.- Sabotaging. - Intimidating.- Manipulating.Social EtiquetteRecognize that Western social etiquette is frequently based on a rule that:- Men show courtesy to women.- Men take on more “dangerous” tasks in order to make the women feel more secure or protect women from harm's way.Know the rules of gift-giving in general - Gifts can be delivered to the home or office.- Include a gift receipt. Ensure that the merchant's name and address is on the box. - Gift certificates and gift cards should be given only when you do not know the person well enough to choose a gift. - If you are giving a gift to someone from another country, be aware of the cultural "do's and taboos".- If you receive a gift, it is not polite to open it in front of the giver, unless asked to do so.- When invited to someone’s home, bring a host gift such as flowers, wine or aninexpensive wrapped gift. Know the rules of tipping in general-Tipping is expected in other industries as well. When traveling, research regional guidelines before you arrive. The following are some general guidelines for Canada and the US. Parking attendant $1 – $2, when the car is brought to you. Door attendant $1 for getting you a taxi or other similar service.Housekeeping $1 – $2/night/person; leave the tip each night, as the cleaner may change every day. Taxi driver 15 – 20%, depending on the size of the city. Round off to the nearest quarter. Beauty technician 15 – 20%. The salon usually passes on the tip to the appropriate staff. The owner isusually not tipped, but may be given a gift, usually during the holiday season. Hair Stylist10 – 15%, unless the service is exceptional. The salon usually passes on the tip to the appropriate staff. The owner is usually not tipped, but may be given a gift, usually during the holiday season. Delivery person (such as newspaper boy)$1 – $2 People SkillsAddressing people Know when to use first name or full name- The person in seniority gives permission for first names to be used. If the first name is used, both parties use them. For example, if your doctor uses his or her first and last name in the introduction and calls you by your first name, you may call them by their first name. - Use the persons name as they have used it in the introduction. Don’t shorten nameswithout asking permission first. For example: ‘Rob’ instead of ‘Robert’. Askpermission to use a nickname you have heard in case the person does notappreciate the alternative. Know when to use Mrs. vs Ms.- A married couple who has the same surname: A married woman with the same last name as her husband can be referred to as"Mrs." or "Ms." For example, Mr. Bill and Mrs. Mary Jones or Mr. Bill andMs. Mary Jones. - A married couple who use different surnames: "Mrs." refers to "wife of". If a woman has kept her own last name, she is "Ms",not "Mrs." For example, Mr. Joe Smith and Ms. Sue Parsons. - Single women: A single woman may be referred to as "Miss" or "Ms." If she uses "Ms.", she wouldcontinue to use this title upon her marriage. If she uses "Miss", she may use the titleof "Mrs." upon her marriage, provided she has taken her husband's name. Know all about remembering names - In the event of a chance encounter when you have forgotten a name, politely saysomething such as "I apologize, would you please remind me where it was thatwe met" or "I'm sorry, I have forgotten your name. Would you please remind me?"- If you greet someone who proceeds to look at you blankly and does not seem to remember who you are, simply remind them by saying something such as"Hello, you may not remember; we met at _____. My name is ____."Know all about courteous titles- Canada:PositionReferenceConversationGovernor-GeneralHis / Her Excellency The Right Honourable__Your ExcellencyPrime-MinisterThe Right Honourable__Mr. / Madam Prime MinisterMembers of Parliament The Honourable__Mr. / Madam Minister or Mr.__ / Ms. __SenatorThe HonourableSenatorChief Justice of CanadaThe Right Honourable__Mr. / Madam Chief JusticeAmbassadorHis / Her Excellency (for non-Canadians)Ambassador (for Canadians)Mr. / Madam Ambassador or Mr.__ / Ms.__Lieutenant GovernorHis / Her Honour, The Honourable__Lieutenant Governor__Premier of a ProvinceThe Honourable__Mr. / Madam Premier or Premier__Member of Legislative AssemblyThe Honourable__Mr.__ / Ms.__MayorHis / Her WorshipMr. / Madam Mayor or Mayor- United States:PositionReferenceConversationPresidentThe PresidentMr. / Madam PresidentVice-PresidentThe Vice-PresidentMr. / Madam Vice-PresidentSpeaker of the HouseThe Honorable__Mr. / Madam SpeakerChief JusticeThe Chief JusticeMr. / Madam Chief JusticeCabinet MemberThe Honorable__Mr. / Madam Secretary or Secretary__Attorney GeneralThe Honorable__Mr. / Madam Attorney GeneralU.S. SenatorThe Honorable__Senator or Senator__U.S. RepresentativeThe Honorable__Mr. / Ms.__AmbassadorThe Honorable__Ambassador__GovernorThe Honorable__Governor or Governor__State SenatorThe Honorable__Senator__MayorThe Honorable__Mayor__JudgeThe Honorable__Judge__- United Nations:PositionReferenceConversationSecretary GeneralHis / Her ExcellencyMr. / Madam Secretary GeneralU.N. AmbassadorHis / Her ExcellencyMr. / Madam AmbassadorRelationship buildingKnow how to build rapport- Be genuinely interested in other people. - Encourage people to talk about themselves. - People like to hear their name used in conversation.- Show you are listening and interested in what they are saying through open body language and facial expressions such as smiling.- Use good eye contact.- The more people have in common, the easier it is for them to build rapport. Usethe conversation to find out about similar interests.- Mirror the person's communication style:- Do they like to ease into a topic or jump right in?- Is the person relaxed or very formal? - Long-term rapport is based on trust, dependability and consistency. - Be congruent in your verbal, vocal and visual behaviour. - Always keep the commitments you make and act with honesty and integrity. Compliments Know how to give/take compliments- Appreciate compliments and accept them graciously with "thank you." - Avoid responding with a negative comment. This invalidates the person's opinion. For example, if you are complimented on a job well done, do not say "Oh, I didn't think I did very well at all." Or if someone compliments you on your appearance, do not reply withreasons why you think you do not look good. - Be sincere when paying a compliment. People can detect insincerity. - If someone is obviously uncomfortable or embarrassed after receiving yourcompliment, you may put them at ease by using humour. However, be careful not to offend. Offensive languageKnow what are offensive languages- Offensive language includes racist, sexist or aggressive remarks. It is never appropriate to use this kind of language in any situation. Know how to deal with it- If a colleague or superior at the office is using unacceptable language (racist, sexist, aggressive) you may have a word with him or her in private. - Calmly explain that the language being used is inappropriate and say that you wouldappreciate it if he or she would refrain from using such language. - If this approach is not successful it may be necessary to discuss the situation witha superior. Stressful situationsKnow how to interact with people unemployed- Unless you are a close friend, do not ask if a person has lost his/her job, and then onlyask in private.- Offer genuine sympathy and condolences.- Offer personal networking and tracking down job leads within your circle of influence.- Say "I am sorry to hear that."- If you have the credibility to praise their professional talents and skills, a self-confidence boosting encouragement could be appropriate. Better yet, offer to write arecommendation on LinkedIn.- Do not delve into the details of the job loss unless it is initiated by the unemployed person.- Suggest going for a walk, which is free and healthful.- Taking the unemployed friend to lunch (and making it clear you are paying for it) to talkabout the loss is appropriate.- Do not offer asinine remarks such as:"It's their loss!""What are you going to do now?""Whenever God closes a door, he opens a window.""Hey, at least you have your health!""Now you have an opportunity to try something new!""This may be the best thing that ever happened to you."- If you have nothing to say, just be quiet, listen attentively, and nod.Know how to interact with people who have just lost a loved one- Say "I am sorry to hear that", "I am so sorry", or "I am sorry for your loss".- If you are a co-worker, offer help with his/her work, or at the funeral.- Do not say anything that may invalidate or minimize the situation like:- "You can have other children" (in the case of a loss of a child).- "It is God's will."- "I know just how you feel."- "I hope you will feel better soon."- "Did he have life insurance?"Letter of condolence:- If you knew the deceased, some kind words about him/her, perhaps an anecdote.- Close with warm words, such as "With deepest sympathy".Know how to fire someone- Get to the point quickly, clearly and concisely.- Deliver the message with empathy.- Be prepare to sit with silences.- Listen without adding your opinion.- Accept people's rage in a calm, accepting, understanding way.- End the conversation with a handshake and say "good luck".- Avoid:- Not looking your soon-to-be-ex-employee in the eye.- Sugarcoating, cagey about the reason for dismissal.- Being too friendly about it.Know what to do when you can't answer a question- Acknowledge that you don't have an answer.- Offer possible ways to find an answer.- Refer to people who may be able to help.Know what to do when someone can't answer your question- Ask about if someone they know could be possible source of finding an answer.- Always thank the person for his/her time and effort.- If possible, when you found an answer, let the person know.Dining Etiquette(As Level 1, the 'Basic' Certification focuses on "keeping up" etiquette skills, we will focus on business dining. We will leave the social dining, and formal dining such as state dinner, etc. for our Level 2, the 'Standard' Certification.)Business Dining EtiquetteEtiquette unique to dining for business situations- Both genders are treated as equals. There are no gender considerations.- Guest of honour is treated as most important.- Guest with the highest rank is treated as most important in the absence of guest of honour.Business Seating Arrangement- For business, guests are seated by business position regardless of gender. The guest with the highest business position, such as the CEO, is treated as the guest of honour (unless there is a guest of honour). Usually a person in public office would outrank a person in business. (This guest is traditionally given the “best seat” at the table--which usually means the one located farthest from the door or has the nicest view.) The most important guest i.e. guest of honour or highest ranking guest, should be seated on the host’s right. The second most important person should be on the host’s left. If there is a co-host, the third most important person would be seated on the co-host’s right and the fourth most important person would be on his/her left. center000 (Business seating arrangement diagram above is for Level 1, The Basic Certification)Informal DiningIdentify differences between business, social informal and formal dining vs.- With close friends and family seating may or may not be planned. Formal DiningFor special occasions or when dining more formally consider a seating plan.- Informal table settings are now very common in North America restaurants and at home.- Formal table setting follows a more specific set of protocolSocial DiningIdentify seating arrangements for social dining Seating- Traditionally, when dining socially women and men are alternated. Arrangement The hosts are often seated at each end of the table. The guest of honour and spouse are seated to the right of the host of the opposite gender.159893017145000 (Social seating arrangement diagram above is for Level 2, The Standard Certification)Duties of Host & GuestsCompare host and guest duties when diningFor host:- Take the lead while creating a comfortable atmosphere for your guests. - At home:- Indicate the recommended attire in the invitation.- Let guests know what time to arrive and when the meal will be served.- Ask your guests if they have any food allergies or restrictions. - Ensure that all guests are introduced.- The host sees to it that the conversation runs smoothly, and steers itto neutral topics should it become awkward in a controversial discussion.- If a guest brings the host with wine, this is considered a gift to the host. It should not be assumed the wine will be served by the host. - The host should never allow a guest to drive home if they have a concernabout alcohol consumption.- At a restaurant:- It should be clear to the servers that you are the host.- Select a restaurant at a convenient location to your guest. i.e. close to your guest's home, office or easily accessible location to your guest.- Ask the guest if they have preference for a particular type of food.- Reconfirm with your guest the morning of the date.- Arrive at least 10 minutes prior to the arranged time. - You may wait for your guest in the lobby of the restaurant or at the table. - If waiting for the guest at the table, do not touch the water, napkin, or order a drink.- Stand as your guest is shown to the table and shake hands. Gesture where you would likeyour guest to sit. - If you arrive at the restaurant with your guest, precede your guest to the table.- Offer your guest the opportunity to order a drink.- Whether your guest drinks an alcoholic drink or not, you may order what you want.- Give your guest the freedom to choose what they wish from the menu, offer guidance as needed.- If the guest's order arrives first, ask her/him to begin. If your order arrives first, wait for yourguest's meal.- If you have an issue with the restaurant, take it up privately with the manager rather than in front of your guest.- It's always a good idea to place your order and break the ice with small talk first. - At breakfast or lunch, the general rule is to let at least 10 minutes lapse before businessis discussed. - At dinner, you may want to wait after the main course until the coffee is served.For guest:- Always follow the lead of your host. - Show gratitude to the host by sending a hand-written "thank you" note.- Let your host know if you have food allergies. Never indicate likes and dislikes unless you are asked.- Always use coasters for glasses and cups when provided- At home:- Wait until your host takes his or her seat first, unless directed otherwise by host or usher. - Bring a gift with you to present to your host: a bottle of wine, flowers in a vase, etc. If you bring wine, this is a gift to your host and is not meant to be served with the meal, unlessit has been established before you arrive that you will be bringing wine for dinner.- Arrive on time, and dress according to the occasion.- If you must be late, call to let your host know, and insist that the dinner be served on time.When you arrive, accept the current course being served.- Offer to assist your host whenever possible.- The general rule is to stay about two hours after dinner is finished, unless something elsewas suggested in the invitation.- If there is a guest of honour, they should be the first to depart.- On leaving, thank the host/s. Also say goodbye to guest.- At a restaurant:- If you arrive first, you may wait at the table, but don't touch anything at the place setting while waiting. Wait for your host to arrive before ordering a drink.- If you are invited to have an alcoholic drink, and you wish it, go ahead. Limit your intake.Categories of MealsIdentify the various categories of meals- There are 3-course, 4-course, 5-course, 6-course and 7-course meals.- 7-course meal being the most formal.- For example, for a 3-course meal, may consist:- Soup or Salad- Main- Dessert- For a 4-course meal, may consist:- Appetizer / Starter- Soup or Salad- Main- DessertPlace SettingsIdentify a specified place setting - Cutlery arranged in order of use, from outside in. - Soup spoons and knives are grouped together to the right of the place setting. Knives placed with the sharp edge towards the forks. Soup spoons are to the right of the knives.- Forks are placed to the left of the place setting. The fork is never placed on the right with the exception of a seafood / oyster / cocktail fork.- The dessert fork and spoon may be placed at the top of the place setting; the spoon above with the handleto the right, the fork below, with the handle to the left. Often only utensils that are required are laid on the table, e.g. a pudding dessert would only have a spoon laid on the table and no fork.- The water glass is placed above the tip of the knife; the wine glass placed to the right of the water glass.- Coffee spoons or teaspoons are placed on the saucer with the cup.- The bread plate may be placed to the left or above the tip of the fork. If there is a butter knife it is placed across the bread plate, horizontal or at a diagonal from upper left to lower right, with the sharp edgetoward the table edge.- Salad may be served on the same plate as the main course unless there is a gravy or sauce. Then the salad is served on a separate plate placed to the left of the forks.- The napkin is folded and placed to the left of the fork, on the dinner plate, in the centre of the place setting, on thebread plate or in the water goblet.center000Wine &Identify basic knowledge of wine and wine pairing Beverages- The general rule is: the lighter the fish, meat or poultry, the lighter the wine. - At dinner, if only one wine is served, a light red is generally preferred.- At lunch, dry white wines are generally preferred.Wine & BeveragesBasic knowledge of wine and wine pairing - The general rule is: the lighter the fish, meat or poultry, the lighter the wine. - At dinner, if only one wine is served, a light red is generally preferred.- At lunch, dry white wines are generally preferred.UtensilsBasic dining utensils – dinner fork, salad fork, dessert fork, oyster fork, fish fork, dinner knife, salad knife, butter spreader, teaspoon, soupspoon, charger, dinner plate, bread plate.Utensils based by placement- If the table is set traditionally, use utensils and glasses starting from outside the place setting, and work in. If thetable is incorrectly set, use the next utensil that is appropriate.- For all cases, never put knife in mouth at all times!Identify formal dining utensils- (See diagram below. Courtesy of Karen Brunger, AICI CIP.)21431257493000Use of Coffee SpoonIdentify the proper use of coffee spoon- For all cases, never put a coffee spoon or tea spoon in mouth!- Coffee spoon and tea spoon are used for stirring after adding cream and/or sugar.- Avoid leaving spoons in the cup after stirring. Place the spoon on a saucer, or if saucer is not available, place spoon on a paper napkin instead. Avoid soiling the tablecloth.Dessert UtensilsIdentifying dessert utensils- Dessert spoon, also known as a tablespoon, is larger than a teaspoon and smaller than a soup spoon.- Dessert fork is also smaller than a dinner fork provided to consume the main course.Identify proper use of dessert utensils- Both the dessert spoon and dessert fork are often placed above the place setting.- When provided, fork is held in the left hand and the spoon in the right.- Cut the dessert using the spoon. In many regions, the dessert is pushed onto the spoonwith the fork and eaten with the spoon. Deserts such as ice cream and puddings should beeaten with a spoon even when the fork and spoon is made available for all diners. Both forkand spoon should be brought together in the finishing position even when only one utensil is used.Table MannersTable manners appropriate in Western society- Sit up straight. No slouching, slumping, or tipping your chair.- If it is necessary to leave the table before the host indicates it is time, ask the host for permission.- Elbows may be placed on the table only when the dishes have been cleared and the meal is finished.- To refuse a dish, politely say “No thank you”.- If the food is served to you, eat what you can and leave the rest.- Taste your food before you season it. - Chew with your mouth closed.- Eat quietly; avoid slurping, smacking, crunching, etc.- Keep voice volume loud enough to be heard by others dining with you but not so loud to disturb others around you.- If you have a drink with a spoon and there is no service plate, then you can keep the spoon in the glass and holdit to one side while you drink; otherwise, remove the spoon and place it on the service plate.- If you have a drink with fruit in it, you may eat the fruit when the drink is finished.- If someone requests that you pass the salt, the salt and pepper are to be passed as a pair.- Only begin eating when everyone has been served. The host picks up his or her cutlery first unlessdirected otherwise by host.- Once a piece of cutlery is picked up, it is never put back on the table. It lies on the plate with the handle resting on the rim. - You should strive to have the table cloth as clean after dinner as before dinner.- When taking butter, use the serving butter knife or serving utensil to place it on your bread plate. Then useyour butter knife to butter your bread.- Leave spoons on the service plate or saucer. An exception is made if the soup plate or soup cup has noservice plate. - To cut salad and meat, always anchor with the fork and cut with the knife. Never hold the fork with a clutched hand.- If a utensil drops to the floor, in a restaurant don’t pick it up. The server will provide a clean one.- If you have a pit or something inedible in your mouth, ideally it should be removed in the same way you put it in (subtly, when no one is looking!). Put it on the side of your plate.- If something is stuck in your teeth, excuse yourself and go to the powder room to remove it. Do not pick your teeth at the table. - If you need to blow your nose, do it discretely with a tissue… not your napkin.- If smoking is permitted in the environment, do not smoke at the dining table.- Smoking is not permitted in most public buildings and many homes in North America and an increasing number of countries/cities.- Food is passed from left to right. Other behavior to watch for while dining:- Do not speak or drink with food in your mouth.- Do not leave any personal objects (purse, keys, glasses, cell phone, clutches, handbags, etc.) on the table while dining. Nothing goes on the table that isn’t part of the meal, until the meal is completely finished.- Don't reach for food. Ask the closest diner to pass something to you.- Don't eat with your arm leaning on the table.- Do not push your empty plate away from you; it remains in front of you until your host or waiter clears it. - Do not say things like “I’m full” or “I’m stuffed”.- Do not touch your hair or scratch while eating.- Avoid hawking (raising phlegm or spits).- Do not blow on the food even if it is too hot.European vs. American Dining StyleNote: European Dining Style is also known as Continental Dining Style.How to use the fork and knife when dining American vs. European stylesEuropean Dining:- The fork is held in the left hand with the prongs (tines) of the fork facing down. - The knife is held in the right hand with the index finger along the back edge of the knife with the bladefacing the plate.- The food is cut and speared or pushed onto the back of the fork with the knife. The knife remainsin the right hand while eating.Note: There are regional differences as to whether prongs should be down or up. While in the U.K. prongs down is considered most formal, in continental Europe, suchas Spain or the Netherlands, prongs can be both down and up depending on the foodat hand.American Dining- In the U.S. and Canada, it is appropriate to eat with the fork in the right hand, prongs facing up. - When cutting your food, hold the fork in your left hand and the knife in your right hand. This is the same as the European method.- After one piece of food is cut, the knife is placed at the top right corner of the plate, with blade facing the plate. - Transfer the fork to the right hand. Food is eaten with the prongs facing up. The left hand stays in your lap. Recognize that in Canada, both European (Continental) and American Dining styles are commonly used and consideredappropriate dining styles.Most commonly used utensil resting position using European or American Dining Styles- For European dining style, place the fork and knife at right angles on the plate, prongs facing down. Blade of knife facing in the direction of fork.- For American dining style, place the fork with the tines facing up, diagonally at the 10:20 clock position. The knife is placed on the upper right corner of the plate with the blade facing inward towards the plate.The placement of napkin when dining- There are two different napkins: a luncheon napkin and a dinner napkin. - The luncheon napkin is small and is placed on your lap, opened up fully.- The dinner napkin is large and is placed on the lap (over both legs) in half with the fold towards you. - As soon as you are seated, place your napkin on your lap. - As needed, wipe your fingers on your napkin; blot your mouth with a corner of the napkin.- The napkin stays on your lap throughout the meal. The placement of napkin when leaving the table before finishing a meal- If you need to leave the table and will return to eat, place the napkin on your chair. The placement of hands while resting when dining American vs. European - When dining American Style, hands go in the lap. Wrists, arms and elbows stay off the table. - When eating European Style, keep hands and wrists above the table at all times. - With either dining style the elbows stay off the table until the meal has ended and dishes are removed.The most common finished position when dining European & American style- Place your fork and knife on the plate diagonally like the 10:20 clock position. The knife sits above the fork withthe blade facing toward it, tines up. In some regions it is customs for the fork to be placed tines down. In some regions (e.g. the U.K.) it is the custom to place the fork and knife vertically (i.e. 6 o'clock) in the centre of the plate instead of the 10:20 position.The placement of napkin when a meal is finished- Napkin is placed to the left of your place setting, never on the plate.Difficult FoodsHow to eat specific foods common in Canada and the US such as: bacon, artichoke, clams, spaghetti, asparagus,bread, soup, fish, chicken, saladBread? Break a moderate, bite-sized piece of the bread using your fingers.? Using a butter serving utensil or your butter knife, place some butter on your bread plate.? Butter each piece as you eat it; hold the bread on the plate while spreading the butter.Caviar? A finger food when eaten on toasted triangles or crackers. ? Using a spoon, place caviar onto plate. Place small amount onto toast triangles with spoon or knife. Other toppings are spooned sparingly onto caviar.Mussels & Clams? Steamed mussels and clams may be served in their shells and broth. Remove from their shells with a fork, then dipped into the sauce and eaten in one bite. Empty shells are placed in a separate bowlor plate. The remaining broth may be eaten with a spoon or sopped up with pieces of breadspeared onto your fork. Shrimp Cocktail? If not too large, shrimp is eaten in one bite with a fork. If it is large, and the tail has been removed, cut with the side of the fork.? Eaten as a finger food when served as a shared appetizer with the tail on. The tail is removed by squeezing it free.Oysters or Clams in the Half-Shell? Generally served on cracked ice and arranged around a container of cocktail sauce.? Hold the shell with one hand and the shellfish fork with the other.? Spear the oyster or clam with the fork. Dip it into the sauce and eat it in one bite. If preferred, squeeze lemon onto shellfish before eating it.? Raw clams and oysters may be picked up in the shell with fingers. Suck the shellfish and its juice right off the shell.Soup? With French onion soup, the spoon or knife can be used to cut the cheese along the edge of the bowl.? Soup is spooned away from you.? The soup bowl, soup cup or soup plate may be tipped away from you to get the last spoonfuls.? When finished, place the spoon on the plate beneath the bowl.Salad? Cut large pieces with a fork, or a fork and knife.? If the salad is served with cheese and crackers, the cheese is eaten with the fork and the crackers with your fingers.Bacon? If the bacon is dry and crisp, it may be eaten with your fingers. If limp, use a fork and knife.Chicken? Use fork and knife to cut the meat from the bone. Only use fingers when eating in a very casual setting.Fish? In fillet form, it is eaten with a fish fork and fish knife.? You may ask your server to fillet the fish for you.? If you are filleting the fish yourself, cut the head off, and then insert the tip of the knife under the backbone,slide the knife under the skeleton, and then lift it with the knife and place it on the side of the plate.Lobster & Crab? Lobster and crab claws are squeezed with a nutcracker along the shell until it cracks open enough for the meat to be taken out with a shellfish fork.? A large napkin or bib may be worn to keep clothing clean while eating.Artichokes? Whole artichokes are eaten with the fingers. ? Begin at the outside base and pull off one leaf at a time.? Place the base of the leaf between your teeth and pull it outward.? Place the inedible portion on your plate, to the side.? With a knife, scrape the fuzzy inedible portion off the heart of the artichoke.? Cut the heart into bite-sized pieces with a knife and fork.Grains, Rice and Peas ? May be speared with a fork, prongs down or pushed onto the fork with a knife, prongs up. ? When eating European style – if served with mashed vegetables such as potatoes, the mashed vegetablesare pushed onto the back of the fork and the peas or grains may be stacked onto the other vegetableor meat. ? When eating American style – these items would simply be lifted/scooped up onto the fork tines up. No knifeis used. Asparagus? When it is prepared al dente, and not covered in sauce, it may be eaten as a finger food.? If you are not able to cut the hard ends, don’t eat them; leave the inedible portion on your plate.Corn on the Cob? Butter and season only a few rows at a time and eat with fingers.? Corn is generally not served on the cob at a formal dinner.? Corn may be cut off the cob with a knife and eaten with a fork.French Fries? When eaten with finger foods such as hamburgers or sandwiches, they may be eaten with the fingers. ? During other times, they should be cut into bite-sized pieces and eaten with a fork.Pasta? To eat long pastas, such as spaghetti, is to twirl the pasta around the fork, holding the prongs against theplate. In the U.S. and Canada, spoons are often provided to twirl the pasta into the spoon.Oriental Foods? Large pieces of food may be picked up with the chopsticks and eaten by biting off small pieces at a time.? Chopsticks may be used to transfer food from a platter to a plate, but they are turned around and thelarger end is used (to prevent transfer of germs). In more modern settings, there are "public" chopsticks or serving utensils shared among all solely for the transfer of food from platter to plate.Pizza? In North America, pizza may be eaten with the fingers, or a fork and knife. If you’re in a restaurant and wish to use fingers, cut the pizza into smaller pieces and eat with your fingers as gracefully as possible. Try not to get sauce on your face and clothing.? In a casual situation, large pieces may be folded in half and eaten. Gravies and Sauces? To sop up the gravy or sauce with bread, place a piece of bread on the plate and eat it with your fork.Dessert? If served on a plate, use a fork. If served in a bowl, use a spoon.? If served with ice cream or sauce (a la mode), use a fork and spoon. Use the spoon to cut and eat, use the fork to hold and push the dessert onto the spoon. It is the custom in some regions to use the spoon for cutting and pushing and the fork for eating.Fruit? Large fruit is peeled if needed, then cut into quarters with a sharp fruit knife and eaten with a fork. Seeds are removed and placed on the side of the plate.? Grapes are eaten with your fingers.Tea? If you are served tea with the teabag, remove the teabag and place it on the saucer.TippingIdentify general guidelines (for North America):15-20% before tax based on serviceNote: Some states in the U.S. don't pay minimum wage and then the tip is a significant part of their pay.Tipping (more details)Know the tipping practices in different countries- In some countries gratuity is built into the price. But others are not:China – No tipping required.Japan – No tipping required.U.K. - Restaurants 10% adequate, 15% very generous. Pubs no tips.France – If gratuity is included in the bill (service compris), no tip is unsatisfied,10% if OK, 15% if delighted. If gratuity is not included (service non compris),15%.Germany – If service ok, don't take the cents back. The bigger the bill, the better the tip: roughly 5%. Always give directly to the waiter.Holland – Restaurants and bars 10% only if you are very content, otherwise, no tip.Italy – No tip for normal service up to 10%.for good service.Spain – Tipping is never obligatory. 5%-8% for excellent services.Denmark – No tipping.South America – Between 10%-15%. Tipping is for all the people involvedin the service.Know the tipping practices to different people (in North America)Wine Steward / Sommelier - There may or may not be a place on the bill for the winesteward's tip. If there is a separate place on the bill, tipping for the wine is separatefrom tipping for the meal. He or she is tipped 15% based on the number of bottles andthe service. Maitre d’ - Generally not tipped. If extra service is provided, give them a $10 tip. Checkroom attendant - $1/coat. $2 if you have extra items. Washroom attendant - $0.50 – $2, depending on the service. Musician - $1 - $2.Valet parking - $1 - $2.Speeches and toastingList the important points about giving speeches- Never speak while people are eating. If you are a “dinner speaker”, speak before or after the meal, not during a meal unless hired by a client to do so.- If you are speaking at an official function, begin the speech by addressing the officials(e.g. “Mr. Prime Minister”).- Speak extemporaneously. Avoid reading a speech. You should already know what you're talking about. Unless it's only a line or two, do not memorize a speech;it will sound memorized.- Make eye-contact while you are speaking.- Avoid standing behind a podium; it's a barrier to your communication.- Smile. Speak authentically.- Be well prepared. It is an insult to your audience not to be.- Do not apologize for anything. And never say you are nervous.- Do not go beyond your allotted time to speak.- Never end a speech with "thank you".Identify important points about toasting- Any beverage, other than cocktails, may be used for toasting; wine or water are preferred.- Ensure that all guests have beverage in their glasses.- To get people's attention, never tap the glass or plate with a knife. Stand and say "May I have your attention please."- The person being toasted does not drink, but nods in thanks or says "thank you for thehonour".- Do not offer a toast until the person designated to do so has toasted the guest of honour.Know aspects of toasting participation- When touching glasses, if you wish to show respect to someone, the rim of your glasswould be below the rim of the other person's glass.- Pay attention to the person speaking.- Don't talk to your neighbour while someone is giving a speech.Serving StylesKnow the different serving styles- Although the Russian serving style is considered to be the most formal, many formal banquetsnow opt for the buffet or serve in the Modified Russian style. Russian - Food is brought on platters to the table, and served to each person by the server. Modified Russian - Plates are brought from the kitchen already served. English - The plates are served at the table by the host and passed to the right (counter-clockwise),or carried by the server. Family - The host passes the food to the right and each person helps him/herself. Compromise - Often most suitable for a dinner at home, it combines features of all of the aboveforms. For example, a hot appetizer may be served Russian-style, soup may be servedModified Russian style, meat may be served English-style, and vegetables may be servedFamily-style.Buffet - Suitable for formal or informal dining. Guests help themselves and then find a chair inanother area. A convenient sequence for the food is: dinner plates, main dishes, salads(dressings, relishes and sauces may placed beside the foods with which they are served), breads, napkins, silverware, dessert, coffee/tea. The dessert and beverage may be placedafter the main course has been cleared. Various Table SettingsIllustrate the possibilities for table settings at various meals.center000Formal Dining (the "state" dinner)Describe the various aspects of sending an invitation- Although the hand written invitation is a nice touch and is still considered the most formal,invitations may also be verbal or sent via e-mail. - Be consistent with how the invitation is presented. Don't invite one person verbally when you have already sent out written invitations to everyone else.- Invite guests as early as possible.- Identify the timing for sending out invitation- Send invitations two or more weeks in advance for less formal events. For formal events, invitations may be sent out up to eight weeks before the event.- Besides including the start time and venue, you may consider to include the intended end time too.- Clarify whether spouses, partners and children are invited or not. - Because the terms 'gathering' and 'party' can take on many meanings, the invitation should include information about the style of the event. - BYOB (Bring your own bottle) and potlucks are not appropriate for formal gatherings. BYOB andpotlucks are appropriate only for entertaining close friends and family.- Let your guests know what to wear ahead of time.- Although RSVP indicates the guest should reply to the invitation by the indicated date, follow-upwith your guests the week before the gathering to confirm the details. Describe the various aspects of formal brunch in the home- Invitations are made two weeks in advance.- It is typically served 11:00 am to 1:00 pm or 12:00 noon to 2:00 pm.- A light punch of champagne and orange juice is appropriate. Make sure to have plain orangeand grapefruit juices as well.- A pot of coffee is available at all times. Decaffeinated coffee and tea should also be offered.Describe the various aspects of cocktail party or mixer- Invitations are made three weeks in advance.- When a cocktail hour precedes a dinner party, it is 45 minutes to a maximum of 1 hour in length.- A wide range of drinks with and without alcohol are served. Mineral water, spring water, andsoda pop are readily available.- Plastic glasses are used only if it’s an informal outdoor event.- Paper napkins are acceptable.- Finger food may be served because it can be eaten easily with one hand while the drink is heldin the other.- Hors d'ouvrés that are eaten with fingers should be small enough to eat in two bites.- Always use coasters for glasses and cups when provided.Describe the various aspects of dinner party- Invitations are made 3 or more weeks in advance for a formal dinner.- Dinner is served at 7:00, 7:30, or 8:00 pm.Know how to set a formal table- Everything on the table is symmetrically placed. - Place settings will vary depending on the number of courses served and regional eating styles. - The most formal table would include the following:- A pressed white damask linen cloth is the most formal tablecloth, and is used with a quilted pad underneath to protect the table. Lace tablecloths are usually usedwithout a pad. The cloth hangs down 12 - 18 inches.- Linen napkins, 22 – 24 inches square, are placed in the center of the service plate (charger). - If the first course is served in advance, the napkin may be placed to the left of the forks.- Never place napkin under the forks.- Dinnerware is bone china. Cutlery is silver-plate or sterling silver. Glassware is crystal orcut glass.- A centerpiece of flowers, sometimes with lighted candles, is always used. - Place cards are typical if more than 8 people are being served.- No more than 3 of any one implement are on the table at once (the exceptions being the oysterfork and butter knife). Additional implements are brought in as required.- Silverware placed to the left of the place setting, from the outside in, may include: a seafood fork, salad fork, and dinner fork.- Silverware placed to the right of the place setting, from the outside in, may include:an oyster fork, soup soon, seafood knife, salad knife, and dinner knife.- The oyster fork is often set at a diagonal with the prongs lying in the bowl of the soupspoon.- There is generally no bread plate, as bread is not traditionally served at a formal dinner.- Courses served in long-stemmed glass bowls have a service plate under them.- Glasses are arranged in order of size and use. The water goblet is at the tip of the knife, withthe others to the right of it in order of size.- In Canada, generally no more than 4 glasses are set at once. If more than 4 are called for, theyare brought out as they are required.Describe formal seating- When dining socially, guests are seated by title or age and alternate by gender. - The guest of honour and spouse are seated to the right of the host of the opposite gender.For example, if you were hosting a formal Birthday dinner for a woman, traditionallyshe would be seated to the right of the male host. If she had a male escort, he wouldbe seated to the right of the female host. The next most important female guest wouldbe seated to the left of the male host. The next most important male guest would beseated to the left of the female host.- At a formal dinner, the host offers his/her arm to the guest of honour and leads the guests intothe dining room.- If a guest has a position in society or is in public office, they would be considered the mostimportant person and treated as the guest of honour, in the absence of a guest of honour.- In the absence of a guest of honour or a high ranking title, age plays the most significant role.In formal dining we show honour to our eldest guests. center000(Formal seating arrangement)- If there is only one host, the most important person sits at the host's right. The second most important person sits at the host’s left.- If everyone at the table is similar in age and there is no guest of honour, the guests are seatedalternately by gender. Husbands and wives are not seated together. The hosts are seatedat opposite ends of the table.Describe formal serving- Although there are many serving styles, the Russian style is considered to be the most formal.With this style, the food is brought on platters to the table. The server stands to the leftof the person as they serve each person from the platter using their left hand. Finishedplates are removed by the server from the right side of the guest. Beverages and ices areserved to and removed from the right, using the right hand.- The meal is served to the host(s) and guests in this order: the guest(s) of honour, the femaleguests, male guests, the female host and male host.Describe 5-, 6-, 7-course dining- For a 5-course meal, it consists:- Appetizer- Salad- Main- Dessert- Coffee- For a 6-course meal, it consists:- Appetizer- Soup- Salad- Main- Dessert- Coffee- For a 7-course meal, it consists:- Soup- Salad- Fish- Sorbet- Main- Dessert- Coffee- Soup may replace Appetizer (starter) at a 4 or 5 course meal- Water, bread, butter (if served) and appetizers are placed on the table before the guests areseated at the table.- A sorbet may be served between the fish and main (meat) courses to cleanse the palate.- The salad may be served before or after the main course (depending on regional custom, e.g.salad is generally served after the main course in France).- A savoury (cheese and fruit) may follow or take the place of dessert.Demonstrate how to place and eat dessert when presented with dessert service.- Dessert may be served at the table, brought in plated from the kitchen, or served at the table by the host.- At a formal dinner, the guest may be presented with a dessert service. The guest sets the silver onto the table (fork to the left, spoon to the right), picks up the doily in the left hand and the fingerbowl in the right, and places them on the table at the upper left of the plate. The server then places the dessert on the plate.- When presented with a dessert fork and spoon, the spoon is held in the right hand. The forkis held in the left hand. Cut the dessert using the spoon. The dessert is pushed onto thespoon with the fork and eaten with the spoon. This is the traditional way in England andmany other European Countries. However, in some regions, the spoon is used for cuttingand pushing the dessert onto the fork. The dessert is then eaten from the fork. Becausethere are many customs for the use of these dining utensils, it is best to familiarize yourselfwith regional customs before you arrive. - The fingerbowl is used after the dessert is eaten. The fingers of one hand, then the other, areplaced into the water and then wiped on the napkin.- The drinks served may include:Cocktailbefore the mealWaterbefore and during the mealDry sherryappetizer and soup White winesalad and fishRed winemain course and saladChampagne or dessert winedessertPort or sweet sherrysavouryLiqueurcoffee(There are variations. For example, sherry is always served as aperitif in the U.K., not with food.)Demonstrate coffee course- Coffee or tea is served after the dessert course has been cleared. A coffee spoon or teaspoonis placed on the table or in the saucer at the same time. The beverage is placed in frontof each guest from the right. If served in the living room, it is brought in on a tray.Liqueurs may be served with coffee.All About WineKnow the difference between red vs. white- White wines are made of white grapes and darker grapes without skins or seeds.- Red wines are made from darker red or black grapes with skins and seeds.Know the difference between dry vs. sweet- Sweet wines have more sugar than dry wines.Characterize the different types of wine (dry, sweet, sparkling, etc.)Wine TypeFlavourFoodDry WhiteLight-bodiedLight fish and shellfishFull-bodiedLobster, rich fish dishes, poultry, pasta in cream sauceSweet White, Ice WineSweet, rich flavoured DessertsChampagne or SparklingMatch the sweetness to the dessert Before a meal or with dessert. It can go with any meal.RedLight (Pinot Noir)Pork, poultry, full-flavoured fish (salmon)Medium-bodied (Merlot)Poultry, pasta in tomato meat sauceFull-bodied (Cabernet Sauvignon)Beef, lamb, mutton, game, duckRecognize the common wine categories (Chardonnay, Cabernet Sauvignon, etc.) in Canada and the mon Whites:Common Reds:ChardonnayCabernet SauvignonChenin BlancGamayGewurztraminerGrenacheMuscatMerlotPiniot GrigioPinot NoirSemillonSangioveseSauvignon BlancShiraz (Syrah)RieslingZinfandelCarmenereKnow how to order wine- During a meal, proceed from light to rich. Serve:White winesbefore red winesYoung winesbefore old winesDry winesbefore sweet winesDescribe about tasting wineCork?If dry and crumbly, air has gotten into the wine and it will be bad.?If it smells vinegary, the wine will not be good.Colour?Hold the glass to the light; the wine should be clear and brilliant.?Red wines lose colour when aged, white wines become deeper yellow.Smell?Gently swirl the wine in the glass to release the maximum quantity of esters. Breathe in the smell. An expert can tell the age and origin.Taste?Take a small amount of wine in your mouth, gently swirl it then swallow.Approval?It is extremely rare that a bottle of wine should be returned; if it is bad, you will know immediately and your steward will too.Depict how wine is served- The sweeter a wine, the cooler its serving temperature.Most red winesthe bottle should feel cool, but not coldWhite winesshould be chilled- Wine needs controlled contact with oxygen to attain its full flavour; most wines need only 5 to15 minutes to breathe.- The wine is first poured by the server, wine steward, or sommelier into the glass of the host, who then smells the bouquet and tastes the selected wine. The host ensures that the wineis good and that any tiny pieces of cork at the top of the bottle will not be poured into aguest’s glass.- If the host is still drinking a cocktail when the wine arrives for tasting, he/she may ask one of theguests to do the honour of approving the wine for the table.- A wine glass is never more than two-thirds full.- During the meal, the server will refill glasses at the table; guests should not need to refill their ownglasses.- The white wine bottle is placed in a bucket of ice to stay cool.- The bottle of red wine may be placed in a cradle so that it tips at about a 45-degree angle; thismoves the sediment into the lower corner of the bottle. The wine may be poured into adecanter, being careful to not disturb the sediment. While pouring, the steward may hold acandle beneath the neck of the bottle to monitor the approach of the sediment. The sediment remains in the wine bottle, with only clear wine in the decanter.Memorize wine termsAcidity:A natural component of wine that causes it to taste tart.Aromatic:A term referring to wines with aromas described as fruity or floral, e.g. Muscat.Balance:A well-balanced wine of good quality that has seemingly equal components of alcohol,acid, tannin, and residual sugar.Blend:A wine made from more than one variety of grapes, or from one variety of grapestaken from more than one vintage, vineyard or region.Body:This is described as light, medium, or full when tasted.Bouquet:The aromas observed in mature wines.Champagne:Sparkling wines made in the Champagne region of France. The range from driest tosweetest is Extra Brut, Brut, Sec, and Demi-Sec.Doux:A sweet style of Champagne. Dry:The wine feels dry in the mouth and is not sweet.Maturation:At a certain point in this process, the wine is ready to be bottled. Maturation cancontinue after wine has been bottled.Mulled:The red wine has been heated with spices and possibly sugar added. New World:Wine made in Australia, USA, South Africa, New Zealand, Canada, Argentina or Chile.Old World:Wine made in Western Europe: France, Spain, Italy, Germany or Portugal.Rose:Faint pink tint resulting either from contact with grape skins or from the addition of asmall amount of red wine. Rose is found in sparkling and still wine.Sangria:A Spanish beverage made with wine, fruit and sugar. Smoky:The flavour and aroma of the wine due to its storage in oak barrels during the processof fermentation or maturation.Sommelier:A professional wine steward.Still Wine:Wine without carbonation.Tannin:Grape tannins (substance found in seeds, skin and stems) and wood tannins (fromoak barrels) can give structure to red wines when in balance.Texture:How wine is felt in the mouth.Vintage:The year in which the grapes of the wine were harvested. A vintage is only declaredfor Port (Portugal) wine and Champagne in years of extremely high quality.GlasswareRecognize different glassware for formal use21717009969500Food TermsMemorize the various food terms? la king:Served in a rich cream sauce.? la mode:Translates to “in style”. Desserts are served with ice cream. Meats are braised with vegetables.Amandine:With almonds.Antipasto:Italian, meaning before the meal.Au gratin:Sprinkled with breadcrumbs or grated cheese, then browned. This is also called gratin.Au jus:Served with the natural juices.Au natural:Served in a plain or simple way.Bisque:A thick, rich, cream soup.Blanquette:A white, creamy stew.Borscht:Soup made from beets and other vegetables.Bouchée:A small cream puff containing a savoury mixture.Bouquet garni:A bouquet of fresh herbs or a muslin bag of dried herbs is simmered with the food and then discarded before serving.Brochette:Food cooked on a skewer.Canapé:A small piece of thin bread or toast covered on one side with a mixture of food, Served as hors d’oeuvres.Chantilly:A dessert decorated with whipped cream.Chowder:A thick soup.Chutney:A highly spiced relish.Cocotte:Casserole or cooking dish, often individual-pote:Fruit cooked in syrup.Croustade:A container made of dry bread, pastry, or potatoes, often browned. Usually used for serving foods.Croute:Crusty covering of dough or pastry.Devilled:Prepared with spicy ingredients.Filet:A piece of meat, fish or poultry which is boneless.Flambé:Served with a flaming liquor or wine.Frappé:A semi-frozen fruit ice.Garni:Garnished.Glaze:Frosting.Hors D'oeuvres:Appetizers of small portions of food.Jardinière:Garnished with vegetables.Julienne:Cut in long, thin strips.Lyonnaise:Prepared with onions.Medallion:Food cut in round or oval shapes.Montmorency:With cherries.Mousse:(1) A mixture of whipped cream and other frozen ingredients. (2) Combination of foods thickened with gelatine.Mousseline:A sauce or puree lightened with whipped cream and sometimes egg whites.Parfait:A frozen mixture of custard and whipped cream, or ice cream alternated with sauce in a tall glass.Parmigiana:With parmesan cheese.P?té:A paste of meat or fish that is sliced and served for sandwiches or canapés.Petit fours:Tiny cakes iced and decorated.Purée:Food that has been blended to a thick paste.Ragout:Seasoned stew.Rissole:(1) A small pastry enclosing a fruit or meal filling. (2) To sear or brown food with a protective covering.Scalloped:A casserole of food and sauce; often with crumbs on top.Sherbet:A fruit ice with egg white.Tamale:A Mexican dish of ground meat, cornmeal, and beans rolled up in oiled corn husks.Timbale:A shaped mould of cooked food.Torte:A rich dessert made of layers of meringue or cake.Tutti-frutti:Mixed fruit.Drink Terms Memorize the various drink termsAperitif:An alcoholic drink taken to stimulate the appetite before a meal. Can include Campari, Dubonnet,Lillet, dry or sweet vermouth and sherry.Brandy:A distillation, usually from grapes, aged for three years. Cognac is a brandy from the Cognac region of France.Café au lait:Hot coffee served with an equal amount of hot or scalded milk.Café noir:Black coffee.Café royale:Black coffee with cognac and sugar.Café latté:Hot espresso served with an equal amount of hot or scalded milk.Cappuccino:Hot espresso coffee with foaming steamed milk, frequently sprinkled with chocolate and cinnamon on top.Espresso:Strong coffee prepared by forcing steam through finely ground dark-roast coffee beans.Liqueur:A class of alcoholic liquors that are usually strong, sweet, and highly flavoured. Includes Advocaat,Benedictine, Chartreuse, Cointreau, Curacao, Drambuie, Galliano, Grand Marnier, Kahlua, Crème de menthe, Pernod, Sambuca, Tia Maria and Triple sec.Liquor:A distilled beverage, as distinguished from a fermented beverage such as wine or beer. Includes: bourbon,gin, rum, rye, tequila and vodka.Port:Made in the same way as sherry. Port is stored in wooden casks for at least two years before bottling.Sherry:A fortified wine where the fermentation has been arrested and brandy added to the liquor.Toddy:A mixture of spirit and hot water.Vermouth:A wine fortified with herbs. Paying billKnow how to pay your restaurant bill gracefully- The inviter (host) pays the bill.- If possible, pay the bill privately. You may give your credit card to the Maitre d' prior to the arrival of your guest and sign the receipt before leaving. Always settle the gratuityprivately.Presence and PoiseVerbal vs. Non-VerbalKnow the various aspects of person-to-person communication- Verbal cues (what you say and how you say it)- Non-verbal cues (the visual aspects you communicate)- Communication can be broken down even further to something like:Verbal:7% Vocal:38% Visual:55% (Actual absolute percentages are not important, but students should have an appreciationof the relative weights.)- Visual communication is comprised of:Appearance Body Language Clothing & GroomingVocal Communication EtiquetteWhat you say -- word choice- The words we use, our use of grammar and the way we enunciate all makean impact on the receiver. They indicate our level of confidence and canprovide clues about our level of education. They can also be judgmental,hurtful and damage personal credibility. Take responsibility for yourthoughts and ideas. Empower yourself and others with proactivelanguage.- Be gender-neutral- Do not make assumptions about gender, based on the title or role. - Avoid inaccurately excluding members of one sex. Pilots, nurses, doctors and receptionists can be male or female.- As traditional roles are no longer reserved specifically for men or women, terminology for these roles must reflect this. Use genderneutral job titles:Gender DistinctiveGender NeutralPolicemanPolice officerStewardessFlight attendantChairmanChairActressActor Landlady/lordCaretaker / Superintendent FiremanFire fighter HostessHostForemanSupervisorWaitressServerSalesmanSalespersonSeamstressStitcher MailmanMail carrier- Be conscious of gender nouns, and use them appropriately.InappropriateAppropriateMan and wifeHusband & wifeGirls / gals / ladiesWomen- Use positive language- Be positive!- Move from a judgmental perspective to an understanding position.- Consider perception- Sometimes without even realizing it, we can be hurtful or judgmental. This can lead to anger or conflict. By reframing your words andusing positive language, you can get your point across in amore optimistic and encouraging way. PerceptionRe-frame to Positive SkinnySlenderFatFull-figureCheapThriftyExpensivePreciousLazyRelaxedWorks too hardHard workerShyQuietObnoxiousAssertiveOldMature - Be proactive- By using proactive language, you take ownership and conveyassertiveness.Victim LanguageTaking OwnershipThere's nothing I can doLet's look at our optionsI can'tI will notYou should haveWould you considerI have toI choose toIt's not my faultI'm responsible; How can I fix it?I can't help itI choose my responseThat's just the way I amI'm happy the way I amYou're luckyYou took the right actionI'll tryI will (or I will not)She intimidates meI feel intimidated around herHe makes me madI feel angry- Pronounce words correctlygonnagoing toproblyprobablybedderbetterdidjadid yougimmegive mesupposably supposedlygoingoing- Use clear language- Be clear in your intent. Avoid words or phrases with the weakerintention such as:I wishI think thatI will tryI hopeIt seems to meIn my opinionI'm not sure, but- Use active verbs rather than passive.Passive verbs: learn, know, understandActive verbs: develop, create, produce- Avoid distracting language:Hedges: "to tell you the truth"Bromides: "without further ado"Fillers: "m", "er", "basically", "like", "you know", "to be honest"Slang: "he goes" instead of "he said" - To gather more information, ask:What, specifically ...When, specifically ...Where, specifically ...How, specifically …Avoid asking "why, specifically" as this puts people on the defensive.e.g. "Why did you do it that way?"How it is said- It's not what you say. How you say it is just as important. Your voice is thevehicle that delivers the words and reflects meaning. By changingthe inflection, pitch, volume and speech rate, the perception of yourwords can instantly change.Inflection- Use a clean tonality to sound calm and in control. This tonality has noinflection, therefore no emotion is heard.- Practice sounding positive, diplomatic and confident. Avoid statementsthat sound apologetic, defensive or aggressive.- Avoid using upward inflection at the end of a statement. It will soundas if you don't believe in yourself. A downward inflection hasmore authority.- Speak with a smile in your eyes and lifted cheekbones to add warmth toyour speech.Pitch- Lower your pitch for more credibility. - Breathe from the diaphragm.- Vary the pitch for more impact. A monotone voice sounds "boring."Volume- Adjust your volume according to the situation.- A loud voice can command attention; on an on-going basis it may sound insensitive or dictatorial.- A quiet voice can be sensitive; on an on-going basis it may soundself-effacing or powerless.- A moderate voice will sound confident and will be appropriate most ofthe time.Rate- A slower rate can sound thoughtful; on an on-going basis it maysound like a "slow mind."- A faster rate can create a sense of urgency; on an on-going basis it may sound frivolous.- A moderate rate can sound confident and will be appropriate most ofthe time.Know perception of body movement in Canada / USAEye ContactWhat your eye contact communicatesMinimalLack of trustMaintained 70% of the timeConfidenceStare or Hard GazeConfrontationalEyes squintingYou can't see well enoughEyes wide openSurprise or trying to take in new informationSoft gazeComfortable or at easeEye MovementWhy you do thisLooking upYou're visualizingLooking to the sideYou're thinking about what to say nextLooking downYou're trying to process your feelingsEyebrowsWhat your eyebrows communicateRaisedQuestioning / surpriseLoweredAnger / frustrationVariationInterest / paying attentionHead PositionWhat your head position communicatesAt an angle"Aren't I cute?"Chin raisedNervousness or looking down at someoneChin loweredNervousness or "please ignore me"Head turned slightlyNervousness or "I'm keeping part of myself away"Straight & facing speakerInterest / ConfidenceHand & Arm PositionsWhat your hand and arm positions communicatePlaying with hairSensualityHands claspedHolding onto old ideas; not open to new ideas; nervousCrossed armsDisagreement; not open; defensiveArms holding selfVulnerable; protectiveHands on hipsWaiting; confrontationalFidgetingRestless; nervousArms relaxed at sideConfident, relaxed and openLeg & Foot PositionsWhat your leg and foot positions communicateCrossed legsClosed; defensiveCrossed anklesThinkingAnkle supported on legPower playLegs parallel OrganizedFeet not touching floorNot groundedBody Position & MovementWhat your body position & movement communicatesLeaning forward, arms restingWaiting; depression on legs or other surfaceLeaning forward, hands Ready for action on kneesLeaning back, hands claspedOpen; "let's see" behind headLeaning back, hands in frontRetreating; disengagedLeaning sideways on Fatigue; not aligned with communication; unsupported an objectWeight on one legLack of confidenceWeight evenly distributedConfident; in controlPacingNervousness; wanting to escapeRockingNeed assuranceMicro-movementsNervousness; lying; negative feelings (e.g. twitching)Rounded backUnsupportedSway backCompensatingPoise and PostureDescribe aspects of common movements that affect one's imageStanding- Ears should line up with center of the shoulder bone.- Pull the head up from behind.- Shoulders are straight.- Arms should fall gently at your side.- Chest and ribcage should be up.- Tummy and derriere are tucked in.- Weight should be distributed evenly on the feet.Walking- Walking should appear effortless.- Heels are placed down first.- Steps are approximately a foot apart.- Toes should be pointed straight ahead.- Knees should be slightly flexed.- Walk from the waist down. Hips move forward with the leg.- Hold head high and back straight.- Arms should swing slightly.- Weight should stay centred, not side to side.- The body should float, not bob up and down. The motion should be smooth.Sitting1. Touch your calf to the back of the chair.2. Keeping your back straight, lower your body to the chair.3. Sit on the edge of the chair.4. Place your hands on the side of the chair and slide back.5. Keep knees and ankles together.6. Sit straight with your back against the chair back.Airport EtiquetteIdentify internationally accepted manners in and around airport and airplaneBefore airport- Take a shower and brush your teeth before you get on a plane. - Do not wear strong cologne or perfume as that may irritate or causeallergic reactions to others.On the moving walkway- If you are not walking, stay to the right.Checking in- Prepare your address tag for your suitcases before you are at the counter.- Always line up to go through the security check. Do not jump the queue. Do not push.- Wear shoes that can be taken off quickly so that it would be easier for security check.- Try not to carry on big duffel bags, leave room for others for their carry-on bags.Waiting area- Use only one seat. Give up your seat for the elderly, disable, pregnant or with very young child.- Do not wait in the line to board before your seat section has been called.- Stay clear from the boarding area until your row is called.- Allow those who say "excuse me" to pass by you.- Eat before you board, or select an odorless food to eat on board the plane.On the plane- To save space for other passengers' bags, put your carry-on luggage underneaththe chair if at all possible, instead of the overhead bins.- Be considerate to the person sitting next to you; don't completely take up the armrestbetween the two of you. Share the armrest with the other person.- Make sure your knees are not far apart and invade into the person sitting next to you.- Check before you recline your seat to make sure the passenger behind you has timeto prepare for it. It is preferable to only recline your seat after the aeroplane lightsgo off for sleeping time. Never recline while someone behind you is having a meal.- Allow person seated in the middle seat to use the armrests. Nobody likes to be in amiddle seat, so give the guy a break by letting him use both armrests.- Use your own seat's armrests if you need help getting out of your seat. Do not grab the seat in front of you and risk jerking back or groping the person in front.After the plane has landed- Take off your seat belt only when the seat belt sign is off. - Do not turn on your cell phone before you are instructed to.- Leave plane in order of seating front to back.- Do thank the crew as you pass them.At the luggage carousel- Do not hog the carousel. Stand back from the belt so that others can get their bags too.Travel EtiquetteIdentify major aspects for international travel before one's travelTaxiWhen calling a cab- Don't whistle to call a cab. Whistling is only for your dog!- Hail with a visible wave of the hand, or an umbrella, as long as it is not open,or a hat.- Take turn. If you are on the street, don't steal a cab from someone who has clearly been waiting before you. If you are really in a hurry andyou need to go somewhere urgently, have the common decency to askpermission if you may go first.- If there is a line of taxis as in an airport or hotel, take the first one in line.- Obey the passenger limit set by the law. Don't expect the driver to take yourparty in if you have too many people.Once in a cab- Give description of the desired destination as best as you can to help the driver. Don't say, "I'll tell you when we get there".- It is appropriate to negotiate for a flat fee when you hire an airport taxi service.- Be polite to the driver. Be courteous and thank him/her if they helped with your bags, or assisted you in getting in or out of the car.- If the driver strike up a conversation, indulge them. If you are not in a talkingmood, politely tell them you'd rather not talk. Acknowledge insteadof just ignoring.- You can ask for the music to be turned down, but don't insist on turning it offcompletely. Consider it as the driver's place of business and hisestablishment; respect his way.- Refrain from any public display of affection.- Refrain from drinking and eating, or smoking. Keep it clean.- Refrain from loud conversation amongst your party. Do not distract the driver.- Refrain from conducting personal conversation in person or on mobile phoneswhile in taxi.- If possible, always request a receipt with the taxicab driver number on it: this would help to locate the driver later if you have left anything behind.Hotel etiquetteChecking in- Take turn. Queuing up so that you do not swamp the front desk receptionist.Practice first come, first serve.- Practice keeping your voice low. Be mindful of others in the hotel.- Obey hotel rules at all times.In your room- In general, treat the room better than you treat your own house. For example, donot wear your shoes onto the bed.- If it is a non-smoking room, obey the rule and don't smoke in it.- Consider other guests, keep your television, cellphone, and other noise low.- If the hotel provides coasters, use them to protect the furniture.- If you eat in your room, take care not to make a mess.- If you are allowed to smoke in your room, make sure ashes are disposed ofin the ashtray provided, and not onto the carpet, bed, or anywhere else.- When you use your shower, make sure the shower curtain is inside of the bathtub so that water will not splash onto the bathroom floor.- Make sure you flush the toilet clear after each use. Do not throw sanitary napkins,tampons, condoms, and other objects into the toilet; wrap them up withtissues and dispose into the garbage bin.- Keep your bed sheet free from your blood and other bodily fluids. Take anynecessary precaution as needed.- Close doors quietly behind you, hold it gently so that it won't slam shut with a loud bang.- Keep your personal dirty laundry separate from hotel's linen and towels so thathousekeepers can clean up easier.- It is customary to tip housekeeping staff members $1-$2 for each night ofyour stay on a daily basis as the housekeeper for your room may be different on different days.In the hallway- Keep your noise level low. Turn your cellphone's ringtone to a low volume, or betteryet, turn to just vibration mode. If you walk in street shoes on tiled floor, keepyour footsteps light.- Do not smoke in the hallway if it is a non-smoking area.- In public areas or when in view of hotel staff, dress decently, not in your underwear or something revealing!When checking out- Try to keep your room in as clean and un-messy a condition as possible. Somebodywill be staying there after you. Be considerate.- Do not take hotel properties such as towels, cups and glasses as your souvenirs.In general - Practice courtesy and patience. Do not be abusive to the staff.- Act and speak in a courteous way to hotel staff members and other guests, i.e. smile, say "please", "thank you" and "excuse me" whenever possible.- If you have to make a complaint, do it with charm in a gentle manner.Tour etiquette- Keep your conversation and noise level down.- Try to learn as much as possible of the local customs and culture so as not to offend.- Do not expect others to speak your language. Always show consideration and patience.- The universal goodwill gesture is a smile. Use it often.- Respect local rules and regulations about ban on smoking, picture/video taking aroundmuseums, etc.- Respect laws about dress code. Some countries do not prefer to see too much skinor certain clothing; respect their code, even if it is unwritten.- Make sure you don't litter. Observe local recycling rules. If there are no garbage binaround, take your litter back to your home or hotel for proper disposal.- Leave doors, gates, and other property as you have found them.- Maintain high level of personal hygiene standard, especially if you travel in a group.Picture/video-taking etiquette- Be aware that many cultures do not openly welcome you taking photographs or videos.Respect their way.- If you want to take photos or videos of strangers, as a common courtesy, always ask forpermission before you start.- Be careful not to take photos or videos near military base, as it could be construed asa security issue with the local government.- When you want to step up to take photos or videos of a scenic view, make sure you arenot in the way of others, especially little kids, who were there before you. Practicecourtesy and take turns.Concert EtiquetteIdentify classical music concert etiquetteBefore the concert- At least dress in "smart casual" or semi-formal attire. If you are in the dress circle(the very front rows), dress in formal attire.- Do not wear hats as they block the view of the stage.- Arrive and take your seat before the performance commences, preferably 5-10 minsahead of time. Concert hall ushers have the rights to refuse your admittanceafter the concert has started. If you were late, admit that you were late, don'targue with the ushers, and stay at the waiting area outside of the concert hall.- You can talk freely until the end of the applause greeting the entranceof the conductor (or the concertmaster if the orchestra tunes on stage).Once the concert starts- Always bring a substantial handkerchief to a concert. Coughs and sneezes shouldbe delayed until a loud passage if possible, and muffled with a handkerchief,which is most effective placed at the inner elbow joint with the entire armpressed over the mouth.- Mobile phones, pagers must be turned off during the concert.- If you sense impending sickness, continued coughing, or anything that mightdisturb others, discreetly leave the hall for the washroom.- Despite your enthusiasm for the performance, standing up and dancing to themusic is not acceptable.- Do not sing along, hum, talk or yell (whether positively or negatively).- Do not eat, drink, or smoke in the concert hall at all times, unless explicitly allowedby the organizers.- Do not move, or fidget too much in your seat; it will disturb people behind you.- Do not take out and unwrap candies or medicine with rustling cellophane.Between movements- Do not clap between movements of a symphony because it distracts from theconcentration, momentum and unity of the music.- Perfect time to shift in your seat, stretch your legs, release pent-up coughs,blow your nose, pass short comments to your companions, and enter orleave the hall.- If you are not sure if it is the end of a piece, do not clap, as you may be embarrassedto realize that it is not the end yet! Follow the conductor's cue when he/shesignals the end of the performance by lowering his/her hands to his/her sides.Better yet, follow the lead of other more experienced audience around you. Aslight pause after the end of a composition is sometimes granted by theaudience before applause begins, which is basically a way of savoringthe "magic" of the music before breaking the spell with clapping.After the concert - Applause is expected to be held until the soloists and conductor have walkedacross the stage and to the backstage. Short applause is disrespectful.- Do not rush and push your way out of the concert hall. There may be an encore (French meaning "play again") request by the audience. It is considered rudeto leave before the performers have finished and left the stage.- When it is time to leave, allow people close to the door to leave first. File out inan orderly fashion.- Keep your seating area clean. Do not leave behind tissues, wrappings, the programor other garbage behind; take them home with you.The exceptional Performance- The exception of holding your applause till the very end of a piece is in a Westernopera (where someone is singing). You can applaud a particularly impressivearia (an expressive solo singing) even if the music is continuing.- Shouting is generally acceptable only during applause, and almost always with the word bravo (Italian meaning "great", or "skillful").- At the end of the concert, if you want more, the shouting of encore is encouraged.- For exceptional performance, it is encouraged for you to stand (a "standingovation") to show appreciation.- Flowers may also be presented to the soloist(s) at the end of the performance.Public SpeakingIdentify the important elements of verbal communication- Communication is a "two-way street"; it consists of sending and receiving.- The speaker must cater the message to the particular audience.- The most effective speech is if the speaker can streamline the content to a single message.- Don't expect the audience to catch on immediately. Repeat your main theme in differentways throughout your speech. Give relevant examples to support your proposition.- Verbal communication is different from a written article. In a written passage, the readercan re-read your words, but not in a speech. Try to use as simple a language aspossible or you risk losing the audience along the way.- Avoid using acronyms as some people in the audience may not know them.- Just like a writer would proofread his/her article, a speaker needs to practice before the actual delivery. Do your practice in front of a mirror, and then practice in front of your friends beforehand.- Try using a tone of voice as if you were speaking to one person, even though you maybe speaking to a thousand.- Avoid memorizing your speech. If you want to use a "cheap sheet', jot down importantpoints of your speech instead.- Avoid rushing through your speech. Try to speak a little bit slower than you would normallydo. If you are an experienced speaker, you may consider varying the speed for effects. For example, speak faster to convey urgency, speak slower to suggest caution, or deeper thinking.- Pronounce and enunciate correctly and clearly. Practice these two components separatelyto build these skills over a long period of time. Be aware of body language- Avoid moving from side to side or fidgeting. This is especially important if yourspeech will be videotaped as the screen will show your movement in a verydistractive way.- Adjust the microphone to be lower than your face so that people and cameras cansee you.- Make sure the microphone is pointing slightly away from your mouth. You wantto avoid the common aspiration problem where the p's and b's can causeannoying popping sound to the microphone.- Be aware of your distance from the microphone. Adjust your distance for the bestsound volume for the audience. Be aware of the responsibilities of the speaker and the audienceSpeaker- Should keep to the time limit allotted.- Avoid offending languages, or anything that would embarrass certain people.- The speaker should be polite to the person who introduce him/her (usually thisperson is the MC (Master of Ceremony). Always acknowledge and shake hands with the MC.Audience- Observe all the rules as in a meeting, such as arriving on time.- Always refrain from private conversation with people around you,and listen to the speaker.- Do not leave the room before the speaker has finished with the speech. Theexception is, of course, if there is an emergency. Critique other speakersSocial ResponsibilityMake a "do-good" video: this video is to be posted onto YouTubeEvaluate the "do-good" videosSelf-Cultivation(To be determined.)Glossery Court shoes = In the UK, closed-toed pumps or a simple business shoe with a heel. In the US, athletic shoes worn to play tennis. Tights = In the UK, hosiery (20 denier for very fine, 60 denier is almost opaque). The lower the number,the finer the gauge or the more sheer. In the US, tights refer to a heavier, opaque pantyhose, sheer hosiery refers to a fine-denier hose. Very sheer hosiery is 5-7 denier and sold in the UK and other places. In the US they call it ultra sheer but in the UK they mark the number. Guidelines1.) Make sure we list very basic etiquette points that most of us in the West may take for granted. What is obvious to us may not be obvious to many in other countries.2.) Wordings can be something like: “Demonstrate understanding of concepts and terminology of ...” “Demonstrate effective research skills, including accessing information to find...” “Apply critical thinking skills to a range of etiquette issues, situations, and topics such as ...” “Analyze [selected social situations] from an etiquette perspective.” “Assess how proper etiquette can affect decisions in situations of...” “Conduct a self-assessment of their own attitudes and behaviors relation to social decorum in...” “Demonstrate attributes and behaviors that promote social decorum, including...”Verbs for Learning OutcomesThis list of verbs (adapted from Jerrold Kemp's "Shopping List of Verbs) is arranged according to Bloom's Taxonomy of Learning. Use this list to help you express distinct performance expectations you have of your students. In general, cognitive competency in a field begins with knowledge level learning and advances up the taxonomy to comprehension, application, and then the higher order skills involved in analysis, synthesis, and evaluation or problem solving.(Red verbs are picked up from the AICI 2013 Session Proposal Guidelines document.) Level 1 Level 2 Level 3KnowledgeComprehensionApplicationAnalysisSynthesisEvaluationarrangecharacterizeadministeranalyzecombineappraisedefineclassifyapplyappraisecomposeargueduplicatecompletecalculatecategorizeconsolidateassessgive exampledepictchoosecompareconstructcritiqueknowdescribecomputecontrastcreatedefendlabeldiscussconductcritiquedesignenvisionlistestablishdemonstratediagramdevelopestimatematchexplaindramatizedifferentiateformulateevaluatememorizeexpressemploydiscriminatehypothesizeexaminenameidentifyimplementdistinguishintegrategradeorderillustrateinterpretexaminemergeinspectproducelocatemodifyexperimentorganizejudgequoteoutlineoperateexploreplanjustifyrecognizerecognizeperforminventoryproposerankrecallreportpracticeinvestigatesynthesizeraterepeatrelatepreparequestionsystematizereviewreproducereviewprescriberesearchtheorizevaluerestateselectroleplaytestuniteretainsortsketchwritetranslatesolve? IITTI Institute of Image Training and Testing International. 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