0 © 2005 kpmg llp. kpmg llp is a swiss cooperative of which all kpmg firms are members. all rights...

1© 2005 KPMG LLP. KPMG LLP is a Swiss cooperative of which all KPMG firms are members. All rights reserved. WPO012137

Karissa CornellRecruiting Manager

January 12, 2005

Karissa CornellRecruiting Manager

January 12, 2005

The Essentials of Etiquette

Oregon State University

The Essentials of Etiquette

Oregon State University

R E C R U I T I N G


Business EtiquetteBusiness Etiquette

“You never get a second chance to make a good

first impression.”


The Importance of Buffing up EtiquetteThe Importance of Buffing up Etiquette

Makes a favorable impression and portrays a positive image.

Reveals social skills and demonstrates respect to clients and superiors.

Builds self confidence in personal and professional interaction.

Avoids embarrassing moments.

Essential to professional success.

Makes a favorable impression and portrays a positive image.

Reveals social skills and demonstrates respect to clients and superiors.

Builds self confidence in personal and professional interaction.

Avoids embarrassing moments.

Essential to professional success.


Dining Etiquette BasicsDining Etiquette Basics


Getting StartedGetting Started

Arrive 5-10 minutes early and wait for your host.

Don’t arrive too early.

Stand-up and greet others as they arrive.

Introduce yourself to other guests.

If dining, follow the host to the table.

Arrive 5-10 minutes early and wait for your host.

Don’t arrive too early.

Stand-up and greet others as they arrive.

Introduce yourself to other guests.

If dining, follow the host to the table.


Trivia ChallengeTrivia Challenge

Individuals will face-off over trivia questions.

After the entire question has been read, the first to hit “buzzer” will have opportunity to answer question.

2 points for every question answered correctly.

If don’t have an answer, other team automatically gets points.

If answer incorrectly, the other team will have the opportunity to answer the question.

Individual participants may not communicate with remaining team members.

Individuals will face-off over trivia questions.

After the entire question has been read, the first to hit “buzzer” will have opportunity to answer question.

2 points for every question answered correctly.

If don’t have an answer, other team automatically gets points.

If answer incorrectly, the other team will have the opportunity to answer the question.

Individual participants may not communicate with remaining team members.


Silverware Silverware

What to use? Start furthest from the plate and work in.

Silverware at the top of the plate is for dessert or apps

Making a b & d with your hands = bread plate & drinks

Soiled silverware? Subtly request new from server

Silverware dropped? Do not pick it up. Leave it and ask the server for a replacement.

Rest used utensils on plate, not tablecloth.

What to use? Start furthest from the plate and work in.

Silverware at the top of the plate is for dessert or apps

Making a b & d with your hands = bread plate & drinks

Soiled silverware? Subtly request new from server

Silverware dropped? Do not pick it up. Leave it and ask the server for a replacement.

Rest used utensils on plate, not tablecloth.


NapkinsNapkins

What is the first thing you should do upon being seated at a meal?

Place napkin in your lap immediately upon being seated.

If you rise from the table mid-meal, where should you place your napkin?

On your chair to indicate you will return.

What should you do with your napkin at the end of the meal?

Only return your napkin to the table when the meal is completely finished and you are leaving the table. Fold loosely and place on the left side of the plate.

What is the first thing you should do upon being seated at a meal?

Place napkin in your lap immediately upon being seated.

If you rise from the table mid-meal, where should you place your napkin?

On your chair to indicate you will return.

What should you do with your napkin at the end of the meal?

Only return your napkin to the table when the meal is completely finished and you are leaving the table. Fold loosely and place on the left side of the plate.


OrderingOrdering

Follow the lead of the host when ordering.Drinks

Main menu

Dessert

Ask your server if you have menu questions.

Be price sensitive.

Order food that is easy to eat.

Foods to avoid: spicy, messy or finger foods.

No doggy bags for business meals.

Follow the lead of the host when ordering.Drinks

Main menu

Dessert

Ask your server if you have menu questions.

Be price sensitive.

Order food that is easy to eat.

Foods to avoid: spicy, messy or finger foods.

No doggy bags for business meals.


Eating GuidelinesEating Guidelines

Begin eating after everyone has been served and the host or head of the table picks up utensils and begins.

To indicate that you do not wish to have your plate removed Rest fork on left side and knife on right side of plate at an angle.

To indicate your plate may be cleared, rest utensils at a 10 and 4 o’clock angle.

Pass food counterclockwise from the head of the table – to the right.

Food should be passed to the person requesting it initially. Others should not take food while it is being passed to the requestor.

Salt and Pepper are “married” and should be passed together by the middle not the top of the shakers.

Begin eating after everyone has been served and the host or head of the table picks up utensils and begins.

To indicate that you do not wish to have your plate removed Rest fork on left side and knife on right side of plate at an angle.

To indicate your plate may be cleared, rest utensils at a 10 and 4 o’clock angle.

Pass food counterclockwise from the head of the table – to the right.

Food should be passed to the person requesting it initially. Others should not take food while it is being passed to the requestor.

Salt and Pepper are “married” and should be passed together by the middle not the top of the shakers.


Eating Guidelines (continued)Eating Guidelines (continued)

Cut larger bites before eating.

Bread – break in half, then into bite sized pieces, individually butter each piece then eat.

Bread, fingers, or utensils should not be used to move or scoop additional food onto your utensil.

Soup – shouldn’t be tipped or picked-up to eat.

The basics…chew with your mouth closed.

If asked a question, finish chewing before answering.

Cut larger bites before eating.

Bread – break in half, then into bite sized pieces, individually butter each piece then eat.

Bread, fingers, or utensils should not be used to move or scoop additional food onto your utensil.

Soup – shouldn’t be tipped or picked-up to eat.

The basics…chew with your mouth closed.

If asked a question, finish chewing before answering.


Additional Dining TipsAdditional Dining Tips

Dispose of gum prior to sitting down.

Blot lipstick on tissue or napkin before eating.

Purses don’t belong on the table.

Don’t apply makeup or comb hair at the table. Excuse yourself to freshen up in the restroom.

Elbows do not belong on the table during a meal.

Dispose of gum prior to sitting down.

Blot lipstick on tissue or napkin before eating.

Purses don’t belong on the table.

Don’t apply makeup or comb hair at the table. Excuse yourself to freshen up in the restroom.

Elbows do not belong on the table during a meal.


Business Etiquette BasicsBusiness Etiquette Basics

Derived from military origins vs. social chivalry.

Based on hierarchy and respect.

Treat men and women in the same manner, versus the roots of social etiquette.

Distinction is based upon position or authority versus gender.

Derived from military origins vs. social chivalry.

Based on hierarchy and respect.

Treat men and women in the same manner, versus the roots of social etiquette.

Distinction is based upon position or authority versus gender.


Professional ConductProfessional Conduct

Introductions

Always stand for introductions.

The name of the person with the highest rank, or the person of honor should be spoken first. The name of the person being introduced is spoken last.

The person of lesser importance is introduced to the person of greater importance.

Example: “ Mr. Or Mrs. Greater Authority, I’d like to introduce Mr. Or Ms. Lesser Authority” or “President Bush, I’d like you to meet KPMG Associate.”

Introductions

Always stand for introductions.

The name of the person with the highest rank, or the person of honor should be spoken first. The name of the person being introduced is spoken last.

The person of lesser importance is introduced to the person of greater importance.

Example: “ Mr. Or Mrs. Greater Authority, I’d like to introduce Mr. Or Ms. Lesser Authority” or “President Bush, I’d like you to meet KPMG Associate.”


Handshake/NametagHandshake/Nametag

Always stand to shake someone’s hand.

A firm, confident handshake (known as the web-to-web) with the entire hand is best. Avoid a limp or iron hand grip.

Always make eye contact when shaking hands.

If at a social or cocktail event, hold your drink in the left hand to keep your right hand free and dry.

Nametags should be worn high on the right so they are in a natural line of sight when shaking hands.

Always stand to shake someone’s hand.

A firm, confident handshake (known as the web-to-web) with the entire hand is best. Avoid a limp or iron hand grip.

Always make eye contact when shaking hands.

If at a social or cocktail event, hold your drink in the left hand to keep your right hand free and dry.

Nametags should be worn high on the right so they are in a natural line of sight when shaking hands.


Networking/Small TalkNetworking/Small Talk

Approach small groups (2-3 people), introduce yourself and join in the current conversation.

Remember names and repeat them in conversation.

If you forget someone’s name, simply ask them to repeat it.

Purpose of small talk at an event is to find something in common and create a bond. It should not be useless chatter.

Asking questions is the best way to communicate.

Being observant and asking questions is more memorable than being witty or inappropriate.

Be sensitive to and avoid topics such as politics and religion.

Approach small groups (2-3 people), introduce yourself and join in the current conversation.

Remember names and repeat them in conversation.

If you forget someone’s name, simply ask them to repeat it.

Purpose of small talk at an event is to find something in common and create a bond. It should not be useless chatter.

Asking questions is the best way to communicate.

Being observant and asking questions is more memorable than being witty or inappropriate.

Be sensitive to and avoid topics such as politics and religion.


Telephone EtiquetteTelephone Etiquette

1. Be aware of your voice.

2. Do not chew gum, eat, drink, smoke, read, type or hold side conversations.

3. Always ask before putting someone on hold.

4. When leaving your phone number, it should take you as long to say it as it would someone to write it down.

5. Mobile phones should always be turned off for events.

6. When leaving a voicemail, mention why you are calling or the answer to the question they’ve left on your voicemail.

7. Pleasant, up-to-date greeting on voicemail.

8. Ask before using speaker phone.

9. Return calls by the end of the day, or within 24 hours.

10.When leaving a message, always include your phone number.

1. Be aware of your voice.

2. Do not chew gum, eat, drink, smoke, read, type or hold side conversations.

3. Always ask before putting someone on hold.

4. When leaving your phone number, it should take you as long to say it as it would someone to write it down.

5. Mobile phones should always be turned off for events.

6. When leaving a voicemail, mention why you are calling or the answer to the question they’ve left on your voicemail.

7. Pleasant, up-to-date greeting on voicemail.

8. Ask before using speaker phone.

9. Return calls by the end of the day, or within 24 hours.

10.When leaving a message, always include your phone number.


NetiquetteNetiquette

1. Your image on e-mail is as important as your image on the phone or in person.

2. Employers can and do monitor e-mail & internet activity.

3. Respond within 48 hours.

4. If it is important, leave a phone message as well.

5. Always proofread and spell check.

6. Watch your tone, as many things can be misunderstood.

7. Include a subject, salutation and closing – like a memo.

8. Do not use web jargon.

1. Your image on e-mail is as important as your image on the phone or in person.

2. Employers can and do monitor e-mail & internet activity.

3. Respond within 48 hours.

4. If it is important, leave a phone message as well.

5. Always proofread and spell check.

6. Watch your tone, as many things can be misunderstood.

7. Include a subject, salutation and closing – like a memo.

8. Do not use web jargon.


“You never get a second chance to make a good

first impression.”

© 2005 KPMG LLP. KPMG LLP is a Swiss cooperative of which all KPMG firms are members. All rights reserved. WPO012137

Presenter contact detailsKarissa CornellRecruiting Manager

503 820 6695

[email protected]

kpmg.com

Presenter contact detailsKarissa CornellRecruiting Manager

503 820 6695

[email protected]

kpmg.com

0 © 2005 kpmg llp. kpmg llp is a swiss cooperative of which all kpmg firms are members. all rights...

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