社交禮儀(ppt)
SOCIAL ETIQUETTE
Social Etiquette
Agenda

Dining Etiquette
Business Etiquette
Office Etiquette
Telephone Etiquette
Foreign and Cross-culture Etiquette
Social Etiquette
Social manners are needed now more than ever before
With informal, open and laid-back lifestyles sweeping in rapidly, our personal conduct is constantly being challenged
Possessing social manner is an assert
Knowing what to do and how to do it with finesse and style will give you the competitive edge wherever you go
POWERS PRINCIPLE *1
Social Etiquette
Consideration for others must always come first. In doing so, we show respect
Good manners practised as a means to an end, eventually becomes an integral part of your character
After all, practise makes perfect
POWERS PRINCIPLE *2
Social Etiquette - General Points to note
Use phrase such as “Thank you”, “Please” and “I’m sorry”
Give sincere compliments
Be considerate of and sensitive to other’s feelings
Always keep one’s promises
Always keep to appointments. If you are unable to make it for the appointment because of an emergency, call the other party immediately
Social Etiquette - General Points to note
Do not use sarcasm to degrade another
Do not boast, especially about where you have travelled to, or talk down another
Do not gossip but is discreet
Do not name drop
Do not bring a friend to a function without first checking with the host
Do not ask personal questions regarding finance, salary housing, car and so on
POWERS PRINCIPLE *3
Social Etiquette - Reminders for Men
Allow a lady to enter a dining room first
Ease out the chair for the lady and help seat her if the maitre’d has not done so
Remain standing until the maitre’d has eased out the chair for the lady and she is seated
Stand when a lady enters the room
Stand when a lady gets up to leave the room
Social Etiquette - Reminders for Men
Place the lady’s order with the waiter
Do not embarrass the lady by suggesting that it is time to end the evening
Allow the lady to precede you into the lift
Assist the lady with her heavy packages
Open the card door for a lady
POWERS PRINCIPLE *4
Social Etiquette - Guidelines for Ladies
Do not hesitate to open the door for a man should his arms be full of files or parcels
Do not chastise a man should he fail to extend social manners to you
Be ready to first extend social courtesies to everyone, in general, and older men and women in particular
Do not use your charm with the oll intention of luring a man to buy you expensive gifts
Social Etiquette
Dining Etiquette
Eating is very much a way of life in all cultures
Eating style is quite another ball-game altogether
The knowledge of table manners will enhance your confidence and increase your enjoyment while dining
POWERS PRINCIPLE *5
Dining Etiquette - General points to note
Do not make revolting noises – do not slurp your soup nor belch during or after the meal
If you need to cough, cup your hand over your mouth and cough away from the other
Do not comb your hair or put make-up or lipstick at the dining table
Do not use toothpicks, fingernails or, worse still, a fork to dislodge food stuck in between teeth
Dining Etiquette
There are two acceptable styles of dining
American style
European or Continental style
Eating Manners
The Do’s and Don’ts
If you have food in your mouth, do not talk
Do not chew your food with your mouth open
Cut up only one piece of meat at one time and each time bite-sized, so that chewing and swallowing become easier
Do not wash down mouthfuls of food with water
Eating Manners
The Do’s and Don’ts
Do not spit fish bones onto the table cloth, table mat or on your plate
Do not use your side plate as a “dumping ground”
Do not butter a whole slide of bread and then fold it like a sandwich
Small rolls should be broken into half first before proceeding as above
Eating Manners
The Do’s and Don’ts
Do not slurp when drinking the soup
Do not blow on hot soup and food
When drinking soup, should spoon the soup away, catch the drip and bring the spoon to the mouth
Cut food with as little noise as possible. Grinding the knife against the plate can actually be quite annoying
Eating Manners
The Do’s and Don’ts
Chew crisp food slowly because they make a crunchy noise
When eating greasy food, wipe mouth before taking a drink
Do be careful as you eat, ensure the table cloth is not soiled in any way
Eat food at a gentle pace. Enjoy and relax. It is not necessary to gulp the food down as if it is your last meal on earth
Social Conversations
When you are dining do make small talks so that your guests feels comfortable and at ease. Topics should be confined to the weather, sports, common interests and acquaintances, and current affairs
Steer clear of topics relate to religion, sex or personal problems when you make social conversations
Remember also that the sharing of gossip and crude jokes should not be practised in such situations
POWERS PRINCIPLE *6
Dining Etiquette - Posture
Keep your elbows off the table
Dining Etiquette - Posture
Eating in style by not leaning forward


Dining Etiquette - Napkins & Cutlery
Place the napkin on lap when seated
When finished eating, touch lips lightly with the napkin and place it neatly on the right side of our plate
As all silverware and cutlery are clean once they are placed on the table, do not wipe them on your napkin
Avoid picking up food with your hands when a folk or spoon is provided
Dining Etiquette - Napkins & Cutlery
Place the cutlery in the “Rest” position if you have not finished eating
Dining Etiquette - Napkins & Cutlery
When you have finished eating, your knife and folk should be placed side by side with the folk facing upward
Dining Etiquette - Host-Guest Relationship
When you are invited for dinner, always, respond as soon as possible
Always be on time
The guest will normally follow the maitre’d into the dinner room, he would then ease the chair and seat her
If the guest is a man and the host is a lady, either one may follow the maitre’d into the dining room.
Dining Etiquette - Host-Guest Relationship
Always give the guest preferential treatment – usually the seat facing the room or the one with the best view is given to the guest
For a large group of guests, it would be appropriate for the host to precede his/her guests into the dining room so that the host can indicate where each guest is to be seated
Dining Etiquette - Host-Guest Relationship
When hosting a group of guests, the maitre’d or the waiter will seat the lady guests. The seat on the right of the host will be reserved for the most important guest
In most instances, the men and women will be given alternate seats round the table
The host must always pace his eating with guests
Dining Etiquette - Host-Guest Relationship
Standard seating plan
POWERS PRINCIPLE *7
Business Etiquette - General points to note
Business appointments must first be set and then strictly honoured.
Always arrive on time. Better still, be early.
In case of an emergency and you need to cancel your appointment, do so as soon as possible.
Ensure you personal assistant or sectary apologise on your behalf.
Offer your personal apology at the first available opportunity and do reschedule the appointment.

Business Etiquette - For the chairperson
Before the Meeting
Do not schedule a meeting for late afternoon, especially if the meeting is going to be long
Be thoughtful by informing the participants of the length of the meeting
Give external participants about one week’s notice, preferably, of the scheduled meeting
Remind the participants of the meeting at least a few days before
Business Etiquette - Guidelines for the meeting
Start the meeting on time as an act if respect for those who are punctual.
Hand phones and pagers should be switched off
Be sure to introduce those who do not know one another
Maintain control of the meeting and manage it with tact, order and diplomacy
Business Etiquette - Guidelines for the meeting
Ensure the meeting is conducted according to the agenda and do not allow anyone to deviate from it nor to dominate the discussion
End the meeting on time and thank all participants, especially those who have made presentation.

POWERS PRINCIPLE *8
Business Etiquette - For the participants
Basic Courtesies
Dress appropriately, representative of your profession and company
Arrive on time as it is bad manners and disrespectful to keep other waiting
Introduce yourself to others especially if you are not from the company
Wait to be seated unless it is an in-house meeting where your seat is fixed
Business Etiquette - For the participants
Basic Courtesies
Sit upright. Remember that body language and non-verbal communication speak louder than words
Do not yawn, doodle, click your pens or pencils, crack your knuckles or shuffle papers
Listen to the whole discourse of the meeting and not simply hear the discussion
Participate in the discussion and ask questions if you do not understand
Business Etiquette - For the participants
Basic Courtesies
Do not interrupt when someone else is speaking but do give comments when called upon and keep them short and sweet
Speak up at the meeting and do not be a “yes” man
Be bold enough to disagree or offer a differing view if you have to
When the meting is over, clear all your belongs, thank the chairperson then leave
Business Etiquette - Seating protocol
Rules
The chairperson generally sit at the end of a rectangular table facing the entrance door
The seats on the right and left of the chairperson are for senior members or important guests
The other executives will fill the rest of the seats on both sides
The end seat directly opposite the chairperson is reserved for the “Presenter”
Seating Arrangement
Seating Arrangement
Business Etiquette - Greetings and Introductions
Guidelines for Making Introductions
A man is always introduced to a women
The younger person is introduced to the older person if the same gender
Similarly, the junior person is introduced to the senior person of the same gender
When you are being introduced, look the person in the eye and say :”How do you do” or “I’m pleased to meet you.”
Business Etiquette - Greetings and Introductions
Guidelines for Making Introductions
The person who received the introduction must then reciprocate with a good handshake and a smile.
Smile and speak audibly. Most people warm up to a smile
Business Etiquette - Handshakes
Guidelines for Handshakes
Engage in a good handshake by grasping the person’s hand firmly but it should not be a knuckle breaker. A limp handshake is always suspect of sincerity.
Release each other’s hands after the handshake.
Do not hug or kiss during business greetings.
Do not put your are round the waist or on the shoulder of the opposite sex.

Business Etiquette - Business Cards
Receiving Cards
Be sensitive and alert when you exchange cards
When the other party gives you his or her card, receive it with both hands
Look at the card, as if to appreciate it.
On receiving the card, do not write anything on the card received. Do not use is as if it is a writing pad.
Business Etiquette - Business Cards
Giving Out Cards
Do not give your card until the card-receiving transaction is completed.
Give out your card with both hands.
Hand out your card such that your card faces the receiver.
Never leave home with fewer than ten cards.
Business Etiquette - Business Cards
Giving Out Cards
Should you be left with only three cards but you have to give them out to five business associates, do not select　the privileged three who will receive your card.
When caught in the above situation, give out your cards first to the one nearest to you and then to the next two in tow.

Business Etiquette - Business Cards
Giving Out Cards
Apologise to those who have been left out and promise to send your card by mail. Do not fax your card details over.
When sending your card by mail, include a short note mentioning the day and time of meeting.
POWERS PRINCIPLE *9
Office Etiquette
The Boss
There are few things you should do to exhibit good manners as a boss in the office.
Office Etiquette - What the boss should do
Be ready to apologise if a mistake is made
Treat all your staff as professionals
Treat each staff with respect
Give sincere compliments when good work has been done.
Do not sow discord amongst your staff
Practise confidentiality when private and personal matters have been shared with you.
Office Etiquette - What the boss should do
Do not aggravate the situation by taking sides with or carrying tales back to any one party.
Always be impartial and you will be respect for it.
POWERS PRINCIPLE *10
Office Etiquette - What the boss should Not do
Insult your staff and subordinates
Ask your secretary to lie for you
Ask your secretary to run your own personal errands which are totally unrelated to office work
Give nicknames.
Throw your temper at your staff. They are human beings after all.
POWERS PRINCIPLE *11
Office Etiquette - What the staff should do
Address your boss or senior with due respect
Be professional and formal in the presence of visitors
Office Etiquette - What the staff should Not do
If you are insulted of ticked off by your boss, do not retaliate. Request for a private audience to air your dissatisfaction
If your work is criticised, do not take it personally

Office Etiquette - What peers and co-workers should do
Respect each other’s privacy
Respect each other’s office space
Knock before entering another person’s office room or space
Be sensitive to others. Try not to emit any sound from your body
Keep your feet off desks, tables and chairs

POWERS PRINCIPLE *12
Office Etiquette - What peers and co-workers should Not do
Give intimate nicknames to one another, keep your position and relationship in mind
Ask your co-worker to lie or cover up for you when you bungle a job
Gossip. Keep confidences
Bring your bad mood to the office, take charge of your emotions
Complain
Office Etiquette - What peers and co-workers should Not do
Display too many personal pictures or décor on your table of office wall
Borrow money from your colleague
Waste time on the phone with your personal friends
Entertain your friends in the office
Swear, shout and curse
Sit on anyone else’s desk
Office Etiquette - What peers and co-workers should Not do
Eat in the office barring exceptional situations – working late, rushing out important reports and so on.
Be a lullaby choreographer – yawning is contagious
Carry out acts of personal hygiene in public
POWERS PRINCIPLE *13
Telephone Etiquette
Always keep your caller informed of what you intended to do as most callers dislike being put on hold unless absolutely necessary
To communicate effectively over the telephone, one has to be polite and courteous at all times.
A pleasant disposition is always more productive than a rash display of impatience
Apply the golden rule and mind your P’s and Q’s
Telephone Etiquette - Common Courtesies
Do punctuate your sentences with a liberal sprinkling of “please” and “thank you”
Answer the phone within 3 rings
Personalise your conversations by identifying yourself
Speak directly into the mouthpiece and articulate clearly, do not mumble
Further build rapport with the listener by projecting your voice in a friendly manner
Telephone Etiquette - Common Courtesies
Use positive language especially when you are returning to the caller who has been put on hold
As your voice is the only tool of communication over the telephone, do add colour to your speech by injecting more rhythm and enthusiasm to it
Sleak clearly and slowly. Project your voice. Enunciate your “t’s” and “d’s”, “f’s” and “s’s”, “p’s” and “b’s”. If in doubt, spell it out
Telephone Etiquette - Common Courtesies
“Smile” when you are speaking to someone on the phone
Be courteous to the callers who have dialled the wrong numbers.
To the rude caller, you have the right t hand up if they do not change their tone and content of conversation.
Do not eat or drink when you are on the phone.
Telephone Etiquette - Common Courtesies
Do not talks on the phone while doing other things.
Do not blow smoke into the receiver.
Let an angry caller cool down before carrying on with a discussion. Do not lose your own temper in the interim.
The person who places the call will have to take the initiative to end the call without waiting for the receiver to do so.
Telephone Etiquette - Common Courtesies
Calls should be returned on the day they are received or as soon as possible.
End your conversation on a positive note.
Telephone Etiquette - when you are the caller
Identify yourself. Spell your name if the receiver has difficulty pronouncing your name.
If the person you have called is not available, do not find out the whereabouts of the person. Simply leave your name and number and hang up.
Do not show impatience when you are asked to wait.
Do not be put off if you are asked to state your business. Explain correctly, concisely and clearly. Be clam at all times. It is poor manners to lose your temper.
If you dial a wrong number apologise and hang up.
POWERS PRINCIPLE *14
Telephone Etiquette - when the call is for you
Do not ask the caller to identify him or herself and then say that the boss is not in.
If your boss is genuinely unavailable – may be he is at a meeting – be specific about it by stating that “Mr Lim is at a meeting, may I have your name and contact number so that I can have him return your call?”
Do not ask: “What is it regarding?” Instead ask: “May I take a message?” or “May I help you?” or “perhaps, I may be able to help you.”
Take accurate messages.
Do not allow your boss to make you screen his calls.
Telephone Etiquette - telephone etiquette at a glance
Answer the phone within three rings.
Open with a verbal “handshake”
Greeting + Company name + Your name (business)
Greeting + Your name (Social)
Make the caller feel important by acknowledging and using his or her name as soon as possible. People love to hear their names.
Do not put the caller on hold for long periods. People become agitated after 17 seconds.
Telephone Etiquette - telephone etiquette at a glance
Smile. It sounds incredible but the caller on the other end can catch the feeling. Suggestion – place a mirror near the telephone or, better still, stick a “smiley” face on the phone.
Do not rush; do not be road- runner. Make an effort to clam and control your speech. Be clear and understandable.
In telephone communication, we communicate 25 percent on words, 75 percent on tone. So, beware the monotone. The tone and pitch in our voice do reveal our emotions.
Telephone Etiquette - telephone etiquette at a glance
Do not eat while on the telephone. Believe it or not, the caller can hear the chewing, slurping and lips smacking at his end too.
Be a good listener. Listening is a discipline that requires concentration and endurance. Good conversationalists are good listeners. Do not be too quick to interrupt. There is nothing more frustrating than being cut off in mid-sentence.
The last impression is as equally important as the first impression. So, make a conscious effort to pause before you finally hang up. A sharp, abrupt click is very jarring to the ear.
Etiquette In China - Greeting Styles
Do not hug or kiss anyone.
A nod or slight bow will suffice.
If a Chinese person offers a handshake, do reciprocate.
Etiquette In China - Conversation Pieces
Talk about the culture of China and anything that is beautiful about the country.
Avoid terms such as “Red China”, “Communist China”, or “Mainland China”, when referring to the People’s Republic of China.
Do not avoid discussing issues about Taiwan.
Etiquette In China - General Manners
If someone compliments you, politely deny it as the Chinese consider it impolite to respond with a “Thank You”.
Before you take a photograph of anyone or with anyone, ask for permission.
If your presence should draw a crowd, just smile and continue on your way. People, especially those in the more rural areas, rarely see tourists or foreigners around; hence their interest when they see someone who looks quite different from them.
Always be on time or, better still, be a few minutes early for your appointment or engagement.
Etiquette In China - Gestures
Chinese generally dislike being touched by people they are not familiar with or do not know. They would rather prefer a smile.
They point with their palms open rather than with the index finger.
They would beckon someone with their palm facing downwards.
Etiquette In China - Table Manners
At the restaurant, do not address service staff as “Waiter”, “Boy”, or shorter terms. Instead, address them as “Tong Zhi” which means comrade.
Chopsticks are used for all meals in china.
Do not use the soiled end of your chopsticks to serve yourself as well as others from the communal plates. If you want to serve others, use the serving spoon or the larger ends of your chopsticks which have not come into contact with your mouth.
Etiquette In China - Table Manners
At restaurants, communal dishes are always placed at the centre of the dining table so that they are accessible to everyone; and dishes are usually served in several courses.
At restaurants, diners are often given a hot or cold towel for wiping their hands before the meal.
In homes, all the dishes will be served at once.
The host normally starts the meal by placing food on the guests’ plates with the serving chopsticks or spoons.
Refusing food is impolite.
Etiquette In China - Business Etiquette
Exchange of business cards is usually conducted in china. Make sure that your card has the English version on one side and the Chinese translation on the reverse.
In the business dealings with the Chinese, your sincerity and temperament will first be assessed before any transactions are embarked upon. So to succeed, you must be patient and persistent. These are virtues respected in china.
Never interrupt when someone is speaking. Hold your comments until he or she has finished.
Etiquette In China - Gifts
Generally, the Chinese accept any type of souvenirs given as a token.
Should you want to express your sincerity with an expensive or valuable gift, you will have to present it to the whole company or organisation – not to an individual representative.
For the individual, you may like to consider the following as gifts – ball point pen sets, calculators, imported liquor or T- shirts from overseas universities. However, these must be presented in private.
Clocks should never be presented as gifts to the Chinese – it is taboo as the Chinese terms for “Clock” and “sending someone to the end of his life” are homonyms.
If you want to give something to the children of your business counterparts, good choices would be baseballs and picture books.
Etiquette In Hong Kong - Greeting Styles
A people in Hong Kong generally follow British customs, you may greet your Hong Kong business counter parts in English and with a handshake.
Kissing or hugging as a form of greeting is not condoned in Hong Kong.
Etiquette In Hong Kong - Conversation Pieces
Good conversation pieces would be food, hobbies, special interests, schools, travel, lifestyles and standards.
Avoid discussing China’s takeover of Hong Kong in 1997.
Etiquette In Hong Kong - General Manners
If someone compliments you, politely deny it as the Chinese consider it impolite to respond with a “Thank you” (see page 65 of chapter 11 on Etiquette in China).
Punctuality is respected, so be on time for appointments. However, your Hong Kong counterpart may be late for up to half an hour. Your patience in waiting is considered an act of courtesy.
Etiquette In Hong Kong - Gestures
As Hong Kongers do not appreciate physical contact, never pat someone on the back.
To beckon someone over, extend your arm with your palm down and flutter your fingers. Do not use the one fingered beckoning gesture – that is reserved only for animals.
When you need to point at something, open your palms and direct all fingers at your target. It is impolite to point with your index finger (see page 66 of chapter 11 on Etiquette in China).
Winking at someone is considered rude.
Etiquette In Hong Kong - Table Manners
Being Chinese as well, chopsticks are used at every meal.
If you are given a toast, being the guest-of- honour, join in by smiling, raising your glass in synchrony with the others and drinking merrily.
At the end of a dinner, the guest should rise and thank the host on everyone’s behalf.
More often than not, your host will place delicacies on your plate. You should reciprocate, using the larger ends of your chopsticks or serving spoon.
Your host will try to refill your bowl with more rice and other food, which you should always politely refuse.
Etiquette In Hong Kong - Business Etiquette
Business cards are essential. Cards with English on one side and Chinese translation on the other are appreciated.
Avoid pushy confrontations, accusations or anything else that might lead to a loss of face.
If you were to flatly refuse a dinner invitation, a Chinese business person would feel that he or she has “Lost face”. If you really cannot make it for the invitation, do suggest an alternative date.
Do not bring your spouse along for a business dinner unless she has also been invited
Etiquette In Hong Kong - Gifts
As an act of solidarity, it is a good idea to present small gifts at the beginning of a business meeting.
Appropriate gifts would include foodstuff such as chocolates, pen sets for adults and books for children. Gifts must be wrapped, but not in blue as it signifies mourning. Gold, red and green wrappers are preferred.
Etiquette In Japan - Greeting Styles
A typical way to greet one another in Japan would be to bow at the waist – this expresses respect.
When you take a bow, put both palms on you thighs and make sure your heels are touching one another.
Bow for a low and as long as the other person does.
Being very conservative, kissing, back patting, arm grabbing or any other type of physical contact during greeting is not condoned.
Most Japanese, however, shake hands with their western associates when greeting one another.
Etiquette In Japan - Conversation Pieces
Good conversation pieces would be baseball, golf, food and travel.
Etiquette In Japan - General Manners
Being a disciplined people, punctuality is expected.
Keep your voice tone as low as possible and never be too expressive or vocal.
When someone compliments you, politely reject it. You should never receive compliments with “Thank you”
Etiquette In Japan - Gestures
Yawning publicly is considered an impolite act, so is laughing aloud and showing your feet. So, do wear shoes that cover them.
To beckon someone over, fully extend your right arm with palm down and wave your fingers
Take note that pointing at someone with your thumb folded in and your fingers spread out is an insulting gesture in Japan.
Chopsticks are generally used for solid food.
Etiquette In Japan - Gestures
When your chopsticks are not in use, lay them on a rest position, i.e. side by parallel to each other. Never simply lay them on the table in any fashion you like. It is definitely rude to stick the chopsticks into the rice bowl as that is how an offering is a made to the dead.
Sometimes you will notice a pair of very long chopsticks at the dining table. These are to be used for picking food from a communal dish.
Etiquette In Japan - Gestures
When hot or cold towels are provided, use them only for wiping your hands and mouth before you eat. Never use them on your neck or behind you ears.
It is not customary to use spoons for your soup. Simply bring the bowl to your mouth and drink from there.
Refrain from eating until your host invites you to, usually after all the dishes have been placed on the table.
Slurping and sighing are quite acceptable when noodles are being eaten.

Etiquette In Japan - Business Etiquette
Exchange name cards after the introduction and the bow. Print your business cards such that you have English on one side and Japanese on the other.
As the Japanese are usually interested in your portfolio, especially your status and level of influence in the company ensure that your designation is clearly printed on the card.
Offer your card with both hands, the Japanese side up.

Etiquette In Japan - Gifts
Appropriate gifts in corporate settings will pertain to items related to the industry or of an educational nature.
If you should want to present a gift to an individual, do it in private to avoid envy and disharmony.
For the individual, offer only inexpensive gifts as small tokens are usually preferred. Suitable gifts include souvenirs from your country, personalised pens and caps with the company’s name.

社交禮儀(ppt)