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Sending Positive Messages to the
Brain
Im WELL!
IM ALIVE!
I FEEL GREAT!
Business Etiquette
Jedalyn Apanto-Rafael
Dean, College of Arts and Sciences
Etiquette A Ticket
Original meaning:
A ticket proving that the bearer knew
the rules required for admittance
behind closed doors
Etiquette A Ticket
Etiquette still opens doors
Life is more pleasurable and easier
when we know what to expect from
other people, what they expect of
us, and how to respond in an
appropriate way


Principles of Etiquette
Do unto others as you would have them
do unto you. Luke 6:31
One should seek for others the happiness
one desires for ones self. Buddha
The true rule of life is to guard and do by
the things of others as they do by their
own. Hindu
What you would not wish done to
yourself, do not do unto others. Chinese
The Case for Etiquette
Good manners open doors that
position and money cannot.
Treating people courteously
because we feel that they are
important or can help our career is
an inauthentic reason. Other
people will soon recognize the
insincerity.
Real Interviewing Mistakes
That You WILL NOT Make
Not cutting the tags off your suit
because you plan to return it.
Canceling an interview or plant trip
because you have homework or
tests.
Accepting a job offer, then turning it
down later if you get a better offer
or get in grad school.
Accepting the first offer you receive
just to get it over with.
How To Introduce Yourself
Stand up
Look the person in the eye
Extend your hand for a firm web-to-web
handshake. Avoid:
Bone-crushing handshakes
Wet fish handshakes
Grabbing someones fingers
Say your name and something about
yourself

Hello, Im Jedalyn Rafael. I work in UNEP
in the College of Arts and Sciences
department.
Introductions
Introduce the person of greatest
importance or authority first (Chancellor
Soluta, Id like you to meet my mother,
Julieta Apanto)
Gender or age is not the deciding factor.
When a client is involved, mention him or
her first.
A proper business introduction should
include first and last names.
Avoid Your Coworkers Pet Peeves
Or, how to avoid a reputation as the
office slob, pest, or jerk
Cubicle Courtesies
Avoid loud phone conversations,
especially of a personal nature
Do not wear strong perfume or
cologne
Do not eat smelly food (e.g. fish)
Do not stand in front of someones
cubicle and carry on a conversation
Do not walk into a cubicle when
someone is on the phone (leave
them a note or email instead)

Kitchen
If you drink the last cup of coffee,
make a new pot
If you drink the last of the bottled
water, put on a new container
Do not leave your dirty coffee cups
in the sink
Do not eat other peoples food
Do not leave your own food in the
refrigerator for too long

Office Citizenship
Put things back where they belong
(stapler, hole punch, tape, etc.)
Indicate a reorder if you use the
last of anything
Refill the paper tray in the copier if
you empty it
Learn how to unjam the copier
Clear the copier settings after using
Office Citizenship
Refill the gas tank of the companys
car after using. Remove any fast
food wrappers or cups.
After using a conference room,
clean up your papers, etc. Put the
chairs back around the table and
erase the white board.
Do not leave dried up markers in
the white board tray.
Dont be a candy moocher (taker).
Connecting With Others
Learn everyones names quickly and
use them.
Accept and initiate lunch invitations
Recognize others accomplishments
Keep a filled candy jar on your desk
Keep nice notecards and/or a
variety of cards (sympathy, get
well, new baby) and use them

Find Your Own Style
Figure out what youre comfortable
with and do it
Dont try to be someone youre not
Dont discount the importance of
such gestures just because youre
uncomfortable find your own style
and be authentic
Eating Out/Receptions
Its not about the food.
Its not about the beverages.

Restaurants
Know how to use a standard table
setting. Start with utensils on the
outside and work your way in.
Restaurants
Dont order an expensive entre
Dont order anything crunchy or
messy, or that you eat have to eat
with your fingers
Dont put your elbows on the table,
but you may rest your hands there

Restaurants
Dont start eating until your host or
hostess does, or until everyone has
been served
Cut meat one piece at a time
Rest silverware on your plate when
speaking
Restaurants
Dont bring your face
down to the plate bring your
utensil up to you
Dont help yourself to an item
youve been asked to pass until the
person who requested it has served
him or herself


Restaurants
Pace yourself so that you
finish about the same time as
everyone else
Limit or forego alcohol consumption
Dont push your dishes away to
signal you have finished. When
youre done, put your utensils in a
4:00 position.

As times change, so do social norms for
personal and professional behavior, but
that doesn't mean basic etiquette
doesn't matter. Performance and quality
are important, too, of course, but not
exclusively. We sometimes forget that
business is about people. There is no
shortage of competent and reliable
people in the business world and
manners can make the difference.
Wouldn't you rather collaborate with,
work for or buy from someone who has
high standards of professional behavior?

Summary
Knowledge of social skills does not
guarantee that all doors will open or
guarantee achievement of personal
and career goals
It is likely that the door to many of
these rooms will likely be
closed for those who lack
these skills
Etiquette makes the
workplace more
enjoyable




.
15 rules of better behavior

1. when in doubt, introduce
others. Always introduce people to
others whenever the opportunity
arises, unless you know that theyre
already acquainted. It makes people
feel valued, regardless of their status
or position.



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15 rules of better behavior
2. A handshake is still the
professional standard. Not only does
this simple gesture demonstrate that
youre polite, confident and
approachable, it also sets the tone for
any potential future professional
relationship. In a very casual work
atmosphere, you might be able to get
away with a nod or a hello, but its worth
it to make the extra effort to offer your
hand.



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15 rules of better behavior

3. Always say Please and Thank
you. This should go without saying, but
even in a very casual professional
atmosphere, this basic form of courtesy
is still imperative. Today, sending a thank
you e-mail is perfectly acceptable, but a
handwritten thank you note is always a
nice touch.



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15 rules of better behavior
4. Dont interrupt. Weve become a
nation of over-talkers, so eager to offer
our own opinions or press our point that
we often interrupt others mid-sentence.
It can be tongue-bitingly difficult to force
ourselves not to interject, especially
when the discussion is heated. Dont. Its
rude and shows disrespect for the
opinions of others. Remember, be
assertive, not aggressive.



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15 rules of better behavior
5. Watch your language. Verbal and
written communications are often much
less formal than in times past, but be
careful to choose your words wisely. Of
course, derogatory, rude or offensive
language is unacceptable, but so is slang.
While it may be commonplace in our
society, its never acceptable in a
professional atmosphere.



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15 rules of better behavior
6. Double check before you hit
send. While were on the subject of
communication, always check your e-
mails for spelling and grammar errors.
Since the advent of spell check, there is
no excuse for typos. Also, do a quick read
to make sure the meaning and tone are
what you wish to convey. And no smileys,
please.



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15 rules of better behavior
7. Dont walk into someones office
unannounced. Its disrespectful to
assume that you have the right to
interrupt other peoples work. Knock on
the door or say hello if its open and ask
if its a good time to talk. If the
discussion is going to take more than a
few minutes, its a good idea to call or e-
mail and schedule a good time for both of
you.



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15 rules of better behavior
8. Dont gossip. Its so hard sometimes
to resist engaging in a little harmless
gossip. But the reality is that gossip is
never harmless. It is most certainly
damaging to the subject of the gossip,
but it also reflects poorly on you. Its
natural to be curious and interested in
what other people are doing, but talking
about someone who is not present is
disrespectful.



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15 rules of better behavior

9. Dont eavesdrop. Everyone is
entitled to private conversations, in
person or over the phone. The same goes
for e-mail; dont stand over someones
shoulder and read their e-mails.


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15 rules of better behavior
10. Acknowledge others. When
someone approaches you, acknowledge
him or her. If youre in the middle of
something important, its fine to ask
them to wait a minute while you finish. If
you pass someone in the hallway or on
the street, but dont have time to talk, at
least wave a hand and say hello.
Busyness is not an excuse to ignore
people.


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15 rules of better behavior

11. Avoid the Big Two. We have
blurred many of the personal and
professional lines, but politics and religion
are still off-limits. These topics are highly
charged minefields for a professional
atmosphere. Leave them at the office
door.


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15 rules of better behavior

12. Be on time. Were all busy. Being
punctual shows others that you value
their time. Being late doesnt mean that
youre busier than other people; it just
means that youre inconsiderate.


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15 rules of better behavior

13. No phone during meetings. When
youre in a meeting, focus on the meeting
discussion. Dont take calls, text or check
e-mail. Its disrespectful to the other
attendees, not to mention, extremely
annoying. It also makes meetings last
longer because the participants keep
losing focus.
.


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15 rules of better behavior

14. Dont be a business card
pusher. Dont simply hand out business
cards to everyone you meet. Its a bit
aggressive unless youre on a sales call.
Ask for the other persons card, offer to
exchange cards or at the very least, ask
if you can leave your card before you
reach in your pocket.


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15 rules of better behavior
15. Show genuine interest. Keep eye
contact and make an effort to truly listen
to what others are saying. We are so
easily distracted in this climate of
increasingly short attention spans; we
often cant wait for the other person to
hurry up and finish so we can move on to
the next thing. Resist the lure of
distraction and haste. Take the time to
ask questions and show an interest in the
other persons thoughts.
Question 1
In the business arena:

a) Only men should stand for handshaking and all
introductions

b) Only women should stand for handshaking and all
introductions

c) It is not necessary for men or women to stand for
handshaking and all introductions

d) Both men and women should stand for handshaking
and all introductions
Question 2
For easy reading, ones name badge should be worn:

a) On the left shoulder

b) On the right shoulder

c) On the left hip

d) Around ones neck
Question 3
When eating bread in a restaurant, you should:

a) Butter the whole piece of bread, pick it up, and eat
one bite at a time.

b) Break off a bite-sized piece of bread and then
butter and eat one bite at a time
Question 4
The best way to meet people at a business
or social function is to:

a) Head for the bar or buffet immediately upon arrival

b) Introduce yourself to two people who are standing
close and talking softly

c) Look confident, standing in the center of the room,
and wait for someone to approach you

d) Introduce yourself to a person standing alone

e) Stick close to those you know very well and forget
about the rest

Question 5
When making a business introduction,
you should :

a) Wing it

b) Introduce the less important/junior person to the
more important/senior person

c) Introduce the more important/senior person to the
less important/senior person

d) Dont do anything. It is their responsibility to
introduce themselves.
Question 6
When expressing thanks to someone who has
given you a gift, you:

a) Send an email because it is faster and more
efficient

b) Send a handwritten note within 48 hours

c) Pick up the phone and call within 72 hours

d) Consider a verbal thank you sufficient

Question 7
When you are dining with someone important
and your cell phone rings, you:

a) Answer it within two rings and keep the call brief

b) Ignore it and pretend that someone elses phone is
ringing

c) Apologize and turn the phone on silent mode. The
person youre with takes priority.

d) Apologize, step away from the table, and take the
call in the lobby or restroom.
Question 8
When you are dining in a restaurant and you
accidentally drop your fork on the floor, you:

a) Pick it up, wipe it off, and use it anyway

b) Pick it up, give it to the server, and ask him to bring
you another one

c) Leave it on the floor and ask the server to bring you
another one

d) Leave it on the floor and use your neighbors fork
when hes not looking
Question 9
When seated at a round or rectangular table:

a) Remember, left to right, B-M-W: bread, meal,
water

b) Remember left to right, D-D-R: drink, dinner plate,
roll

c) It doesnt matter. Theres enough water and bread
to go around anyway.
Question 10
If you have a morsel of food lodged in your teeth and you
want to remove it, you:

a) Take your knife when no one is looking and remove
the morsel promptly with the blade

b) Raise your napkin to your mouth and discreetly use
a sugar packet or your business card to remove the
morsel

c) Politely ask your server for a toothpick

d) Excuse yourself and go to the restroom to pick your
teeth in private
Question 11
When you are finished eating, your napkin should be

a) Folded loosely and placed on the right side of your
plate

b) Folded loosely and placed on the left side of your
plate

a) Folded loosely and placed on the center of your
plate

d) Folded like a dove or pirates hat and placed in the
center of your chair
Question 12
When two business people communicate, how far apart
should they stand?

a) 1.5 feet

b) 3 feet

c) 7 feet

Question 13
It is acceptable to tell a business colleague that
his/her zipper is unzipped.

a) True

b) False

Question 14
When answering a business phone, always answer

a) With a simple hello. It sounds more approachable
and less pretentious.

b) With your name

c) With your name, department, title, and a greeting
Question 15
When you reach a doorway at the same time as
another person, the following rules apply:

a) Whoever arrives first should open it and hold it for
those who are following

b) Men should always open doors for women

c) Women should open doors for men to prove that
they are no longer oppressed

d) Always open the door for someone of either sex if
that person has his or her hands full

Question 16
When exiting an elevator and a more senior person is
toward the back, always:

a) Step aside to let the more important person exit
first

b) Exit first if you are closest to the door
Question 17
On Casual Friday, which item(s) of clothing
is (are) generally considered inappropriate?

a) Khaki slacks

b) Sweat pants

c) Baseball caps

d) Polo-type shirts

e) Loafers

f) Flip flops

g) Jeans
Question 18
You have just heard a coworker in the cubicle next to
yours speak rudely to a client on the phone. You should:

a) Wait until the call is finished, then tell the person
that their behavior is unacceptable

b) Tell your boss

c) Respect your coworkers privacy and refrain from
commenting

Question 19
You have exchanged a couple of angry emails with a
coworker who, in your opinion, is being unreasonable. Its
getting out of hand. You should:

a) Stop the communication and let things cool off

b) Send one more blistering email, summarizing the
situation and how upset you are with that persons
behavior, and :cc the recipients supervisor

c) Change the medium. Call the person on the
telephone or go sit down face to face.

Thank You!