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A
abbreviations
business letters, 260
emails/texts, 275
abusive behavior
by boss, 11, 15, 106, 107–8
by coworkers, 11–12, 78–79
accents, 230
accepting blame, 12, 75–76
accessories
for men, 21–24
for women, 28–29
accountability
manager, 111–12
texting, 280
acronyms, 231, 263
addresses
application letters, 51
business cards, 39, 268
business letters, 259, 262
email, 277
forms of address, 269–73
memos, 266
Africa, business culture, 324–25
greetings, 317, 318
age
boss younger than employees, 101, 127
courtesy title use, 71
dealing with generational differences, 126–28
deference to, 6–7, 71, 88, 98, 119, 125, 126–27, 130, 315
job interview questions about, 60–61
multiple generations in the workplace, 125–26
agenda, meeting, 138–39, 147, 301
air-kiss, 132
airplane seats, 295, 296
airports
security issues, 294
skycap tipping, 300
smartphone use, 292
transportation, 292, 297–98
air travel, 294–96
clothing for, 293
dos and don’ts, 292, 294–96
alcohol. See drinks; liquor; wine
alderman, forms of address, 270
ambassadors, forms of address, 271
anger
customer face-to-face, 159–60
customer phone calls, 160–62
sending angry emails, 265
announcements. See also invitations
formal printed, 268
anonymous “hotlines,” 11, 15
answering machines, 246–47. See also voice mail
home office, 153, 154
job search, 35–36, 52
antiperspirant. See deodorant
apologies
to customers, 159
for errant e-mail, 276
for mistakes, 106, 276
for no-show or late arrivals, 194
appearance. See also dress; grooming
importance of, 4
the real you, 5
representing the company, 19
tattoos and piercings, 24, 58
appetizers
corporate events, 208–10
how to eat, 182
applause, at theater, 218
application letters, 51–53
basics of, 45–46
components of, 51–52
one-page limit, 45, 52
sample, 52–53
appointments. See also interviews; meetings
foreign business, 309, 310, 323, 324, 325
in office, 94–95
punctuality, 94, 140, 143–44, 292
shared calendars, 280
archbishop, forms of address, 272
Asian business culture, 312, 314, 316, 317, 318, 320–21, 323, 324. See also China; Japan
asparagus, how to eat, 176
assistants
foreign business travel, 309
gifts to, 171
job search, 54, 55
office parties, 213
office visitors, 94, 95
screening calls, 40, 95, 243
telephone contacts with, 239, 241, 242, 243
athletic shoes, 23, 27, 31, 293
attachments, email, 277
attire. See dress
attitude
business attire and, 18–19
foreign business travel, 309
office environment, 88
telephone job search, 40
Attorney General, U.S., forms of address, 270
attorneys, forms of address, 272
Autocorrect/Autofill function, 275
B
Baby Boomers, 125–26, 127
baby gifts, 172
babysitting services, 291
bad breath, 4, 25, 59, 82–83
bars, 209, 218
bartender tips, 201, 209
corporate events, 209
coworker bill payment, 218
baseball caps, 22–23
bathrooms, 97–98
Bcc (blind carbon copy), 277
bellman tip, 300
belts, 22, 29
Better Business Bureau, 42
beverages. See also coffee; drinks; liquor
glassware types, 188, 190, 191–92
home buffet, 226
offering office visitor, 94
spilling at table, 180
tea bag disposal, 186
bids, 158
birthdays, 84, 158, 171–72
blame acceptance, 12, 75–76
blazers, men’s, 21, 23, 293, 311
blind carbon copy. See Bcc
blind workers, 86, 140
block format, for business letter, 258–59
blouses, women’s, 26, 27, 28, 58
blowing nose, 91, 179, 241
body language, 4, 236–38
in foreign cultures, 316–17
body odor, 4, 25, 59, 82–83
body piercings, 24, 58
bones, how to eat, 185
boots, women’s, 31
boss, 100–109. See also manager
abusive, 11, 15, 106, 107–8
addressing by first name, 71
business travel with, 298
career path and, 108–9
compatibility with, 100, 101–2
complaints to, 102, 103–5
coworker becoming, 69–70
criticism from, 105–7
difficult, 107–8
entertaining at home, 220, 225
ethical behavior, 15–16
friendship with, 104, 117
getting along with, 101–2
gifts to, 171
going over head of, 107
of home-based worker, 151
introduction protocol, 131
leaving job and, 109
lying for, 14–15, 102
raises or promotions, 108
romantic relationships with, 123
social networking with,117–18
starting new job, 100–101
undermining, 102
younger, 101, 127
bowing, 318
bracelets, 22, 28, 29
brainstorming, 145
bread, 181, 185
bread basket, 181
bread plate, 179, 181, 187–88, 191
breakfast meeting, 193
breath, bad, 4, 25, 59, 82–83
briefcases, 24, 29, 58, 59
buffets
home entertaining, 224–26
hors d’oeuvres, 209
building personnel, 86–87
“bulletin board rule,” 283
burping, 91
business attire. See dress
business calls. See appointments; telephone calls
business cards, 135, 268–69
in business letters, 264
exchange protocol, 135, 269, 314
foreign travel, 313–14
in with gifts, 173
job search, 36, 39
with thank-you note, 264
at trade shows, 304
business culture, 70
corporate ethics, 7–17
courtesy title use, 71
foreign countries, 323–25
business dress. See dress
business entertaining. See entertaining; home entertaining
business equipment
communal, 95–96
home-based worker, 152
hotels, 291
business events, 203–13. See also home entertaining; off-site events; restaurant dining
art of mingling, 203–4, 205
corporate event, 206–10
at country clubs, 214–16
expectations for, 204, 206
at members-only social clubs, 216
office parties, 210–13
socializing outside work, 214–18
at spectator sports, 216–17
at theater, 217–18
business gifts. See gifts
business hours. See working hours
business letters, 258–62
body of, 258, 261
checklist, 263
closing, 261–62
form of, 258–59
forms of address, 269–73
job application, 51–53
job search, 35, 36, 39–40
parts of, 259–62
salutation, 260–61
signature, 261–62
stationery for, 267–68
business meals. See meals; restaurant dining
business meetings. See meetings
business relationships, 156–64
building, 4–7, 70–71, 75–76
contractors and vendors, 162–63
customer complaints and, 159–62
deadlines not met and, 163–64
ethical behavior, 7–17
foreign travel, 314–17
gender and, 119
maintaining, 157–59
talking business and, 234–35
trust in, 6, 10, 156–57
business stationery. See stationery
business travel, xiii–xiv, 291–325. See also foreign business travel
by air, 294–96
arrangements for, 291–93
with boss, 298
by car, 296–97
clothing for, 293–94
dining out, 299
extra working hours during, 303
gift ideas, 169
itinerary, 292–93, 309
name tag etiquette, 302
to off-site events, 301–7
out-of-office message, 246–47
smartphone use, 292
with spouse, 305, 306
taxis and limousines, 297–98
tipping, 300
by train, 296
business writing. See writing
butter knife, 189, 191
butter plate, 181
BYOD (Bring Your Own Device), 278
C
Cabinet officers, U.S., forms of address, 269
cabs. See taxis
calendars, shared, 280
calendar-scheduling software, 137, 157, 158
caller ID, 243
call screeners, 40, 243
call waiting, 244–45
Canada, prime minister form of address, 271
candles, 221
Cardinals, forms of address, 272
career path, 108–9. See also job search
car service, 297–98
airport arrival, 292, 297
tipping, 300
car travel, 296–97
smartphone use, 253, 297
casual dress, xii, 18, 23, 26
Catholic priests, forms of address, 272
Cc (courtesy copy), 262, 277
cell phones, xii, 126, 239. See also smartphones
at country clubs, 215
at hotels, 299
during meetings, 69, 95, 146
in restaurants, 253
running late or no-show, 144, 194
technical glitches, 245
while traveling, 253, 292, 296, 297
centerpieces, 221
certified public accountants (CPAs), forms of address, 272
champagne glasses, 188, 192
charitable donations, 155, 168, 172
charity events, 305–6
cherry tomatoes, how to eat, 184
chewing gum, 83–84, 91, 241
Chief Justice, forms of address, 270
children
of coworker, 80
of home-based worker, 150–54
traveling with, 291, 295–96
China, business culture, 324
chopsticks, 320
gifts, 322
greetings, 314, 318
chocolates, as gift, 168
chopsticks, 320–22
chronological résumés, 45–46, 47, 49, 50, 61, 62
Civil Rights Act of 1964, 123
clams, how to eat, 182
classifieds ads, 41
cleaning person, 86–87, 300
clearing the table, 224
clerical forms of address, 272
clients. See customers and clients
clothing. See dress
clutter, workplace, 92
coats, 21, 23, 27
cocktails. See drinks; liquor
coffee
after-dinner, 224
buffet service, 226
making in office, 96
refusing after dinner, 186
coffee cup and saucer, 191
coffee spoon, 190
cold calls, job search, 39–40
colleagues. See coworkers
collections, office, 84
college officers, forms of address, 272
cologne, 25, 58. See also perfume
excessive, 58, 83
color
foreign symbolism, 322
men’s clothes, 20–21, 30
nail polish, 32
women’s clothes, 26, 28, 30
communal equipment, 95–97
communication, xiii, 229–87. See also body language; conversation; email; social networking; telephone calls; texting; writing
coworker, 70–72, 74–75
digital, 274–80
downward, 113
medium is the message, 276
company culture. See business culture
company downsizing, 74–75
company ethics, 7–17
company letterhead, 267
company office. See office; work space
company perks, 13
company retreats, 306–7
company staff. See boss; coworkers; manager
competition
ethics and, 16
job offer from, 65
complaints, 103–5
to boss, 102, 103–5
from customers, 159–62
documenting, 103, 104
by group, 104–5
receiving end of, 105–7
sexual harassment, 12, 105, 123–25
timing for, 102, 103
complimentary close, in business letter, 261
compliments
to boss, 102, 105
giving and accepting, 72, 105, 114
from manager, 114–15
compromise, 78
computers. See also Internet
home office, 152
spell-check, 258
concentration, 89, 90
listening skills and, 235
concierge floors, 291
concierge tipping, 300
condolences, 74, 172
conference calls, 148–49
speakerphone, 93, 247–48
confidentiality, 12, 13, 80–81, 91, 251, 280
conflict of interest, 13, 319
consideration, 5–8
Consulate, U.S., 313
contractors. See vendors and contractors
controversial topics, 76, 205, 233, 312
conventions, 301–2
conversation, 232–35. See also small talk; telephone calls
about weight, 119
appropriate topics, 233–34
art of mingling, 203–4, 205
avoiding controversial topics, 76, 205, 233, 312
body language, 4, 236–38
at business meals, 97, 195–96
closing office door, 89
company hierarchy and, 71
at company retreats, 307
in cubicles, 90–91
with deaf person, 85–86
on elevators, 98, 99
face-to-face, 70–71
gossip and rumor exchanges, 80–81
in hallways, 93
holding your tongue, 234
jokes and, 72
listening and, 235–36
personal disclosures, 79–80
privacy in, 90–91
questioning as art in, 237
saying “good morning,” 93
situational responses, 73–75, 306
three tiers to, 233–34
at trade shows, 304
vocal impression, 229–30
warm-up and wrap-up, 234–35
watercooler talk tips, 75–76, 93–94
coordinating colors, 28
copiers, 89, 95, 154
corporate culture. See business culture
corporate ethics, 7–17
corporate events, 206–10
food and drink, 208–10
invitations, 206–8
mingling, 203–4, 205
receiving line, 208
corporate letterhead, 267
“corporate speak,” 231
correspondence. See business letters
correspondence cards
enclosing with gifts, 173
job search, 36, 39
stationery, 36, 268
cosmetics. See makeup
cotton suits, 20
coughing, 153, 241
councilman/councilwoman, forms of address, 270
country clubs, 214–16
courtesy copy. See Cc 262, 277
courtesy titles
age and, 71
on business cards, 268–69, 314
in business letters, 260, 262
importance abroad, 314, 315
in introductions, 133
on name tags, 302
rank and, 71, 225
vs. first names, 244
cover letters. See application letters
coworkers, 69–87
abusive behavior, 11–12, 78–79
accepting blame, 12, 75–76
backstabbing and undermining, 12
bad-mouthing, 158
becoming boss, 69–70
building personnel, 86–87
communal equipment, 95–96
communal kitchen, 96–97
communicating effectively, 70–72
at company retreats, 306–7
complaints about, 104–5
compliments to and from, 72
as customers, 157
dining with, 97, 218
disabled, 85–86
ethical behavior, 11–13
food thief, 97
foreign business travel and, 310
foul language and, 76–77
gift exchange, 167, 170–72
Golden Rule and, 69
gossip and rumor exchanges, 80–81
greeting in hallway, 93
help requests and offers, 71–72
home-based worker contacts, 151
keeping confidences, 12
lying for, 14
meetings and, 136–42
newcomers, 72
office collections, 84
personal disclosures, 79–80
petty annoyances and, 81–84
positive climate for, 110–11
professional disagreements between, 77–79
rank and, 71
responsibility for mistakes, 75–76
romantic relationships between, 9, 122–23
situational responses, 73–75, 83, 306
smoking outside by, 82
taking credit, 12
telephone calls and, 245, 247–48
temporary employees, 84–85
watercooler talk, 75–76, 93–94
CPAs, form of address, 272
Craigslist.org, 39
credit, giving and taking, 12, 105, 113
credit cards, 200, 218, 313
criticism, 105–7
cubicle, 89–92
eating at desk, 92–93, 97
customers and clients
bad-mouthing, 17, 158
building relationships with, 70–71, 75–76
business card protocol, 135
complaints from, 159–62
contacting regularly, 157
deadlines and, 163–64
ethical behavior, 16
as friends, 158–59
gift exchange, 168, 170
hosting restaurant meal for, 299
hotel meetings with, 292
introduction protocol, 131
maintaining, 157–59
prompt payment of, 158, 163
relationships. See business relationships
subordinate, 157
at trade shows, 303–4
D
dandruff, 24, 83
dating. See romantic relationships
deadlines, 158, 163–64
accountability and, 111, 113
home-based workers, 152, 154
in meetings, 138
deaf workers, 85–86, 249
death, coworker condolences, 74, 168, 172
declining gifts, 16, 173–74
decor, work space, 91, 92
demitasse spoon, 190
dental care, 25, 59
dentist, forms of address, 272
deodorant, 25, 58, 59
desk
coming around from behind, 88, 94
eating at, 92–93, 97
meetings around, 94
smartphone use at, 252
dessert, 223
how to eat, 186
dessert spoon and fork, 189, 191
device covers, 29
dietary needs, 200, 221
differences
generational, 125–28
personal, 77–79
professional, 77
staring vs. looking, 91
digital communications, xii–xiii, 274–80. See also email; texting
advantages of, 274
privacy, lack of, 282, 283
shared calendars, 280
digital profile, 284
dining. See dinner; lunch; meals; restaurant dining; table manners
dinner
business meeting, 194
foreign business cultures, 316, 319–25
formal sit-down, 187–90, 210
home buffet, 224–26
home sit-down, 220–24
dinner fork, 189
dinner knife, 189, 190
dinner plate, 187–88, 190
diplomatic forms of address, 270–71
disabilities, people with, 71, 85–86
courtesies for, 85–86
meeting considerations, 140
discrimination, 8, 12, 80, 282
job interview questions, 60–61
dish washing, 96
divorce, 74, 80
doctors. See physicians
dogs
guide, 86
of home-based workers, 153
doorman tips, 300
doors, 99
closing to office, 89, 90
opening for women, 99, 120
downsizing, 74–75
dress, 18–32. See also grooming
acceptable/unacceptable, 23, 27
attitude and adaptation, 18–19
baseball caps, 22–23
“be prepared” tips, 18–19, 20
business meals, 196
business travel, 293–94
care of, 19–20, 25
condition of, 19–20, 25
emergency kit, 31
evening events, 306
flexibility in, 18–19
foreign business, 311–12
home-based worker, 152
job interview, 56–59
key points of, 19–20
for men, 20–24
office parties, 211
trade shows, 303
for women, 26–31
drinks (drinking)
after-dinner, 224
air travel, 294, 296
bartender tips, 201, 209
business events, 204
corporate events, 208–10
foreign travel, 320
glassware types, 188, 190, 191–92
home entertaining, 222–23, 224, 226
members-only social clubs, 216
office parties, 211
paying for, at clubs, 215
restaurant meal orders, 197
shaking hands while holding, 209
spill at table, 180
toasts, 206, 321, 322
driver’s license, 294
driving. See car travel
dropped calls, 251
E
ear hair, 24–25
early arrivals
job interviews, 55
meetings, 143–44
office visitors, 94
earphones. See headphones
earplugs, 90, 295
earrings, 29, 59
eating etiquette. See food; food etiquette; table manners
eavesdropping, 90–91
elbows on table, 179
electronic meetings, 148–49
electronic résumés, 46, 276
elevators, 98–99
email, xii, 264–67, 274–79
abbreviations, 275
advantages of, 274
all caps, 275–76
angry, 265
attachments, 277
emoticons, 275
job search, 35, 37, 38, 39
junk, 277–78
mass mailings, 278–79
medium is the message, 276
memos, 266–67
parts of, 266, 277
personal use of, 278
privacy, 278
proofreading, 265, 274
recovering from a mistake, 276
résumés, 46, 276
salutation, 266, 278–79
signature line, 266, 274, 279
stating your business, 265
subject line, 266, 277
timeliness of, 277
tone in, 265, 275
trade show follow up, 305
“who what when where rule,” 265, 276
emergencies
foreign business travel, 313
home-based workers, 152
Emily Post’s Etiquette, 18th edition, 175, 187
emoticons, 275
employee perks, 13
employees. See coworkers
employment agencies, 41–43
engagement, of coworker, 73
entertaining. See also home entertaining; restaurant dining
at country clubs, 214–16
dining out with coworkers, 218
formal events, 187–90, 210, 221–24
at members-only social clubs, 216
office parties, 210–11
at spectator sports, 216–17
at theater, 217–18
enunciation, 229, 316
envelopes, 268
forms of address, 269–73
Episcopal priests, forms of address, 272
Equal Employment Opportunity Act, 60
Equal Employment Opportunity Commission (EEOC), 124
equipment. See business equipment
escalators, 99
ethics (ethical behavior), 7–17. See also rank
abusive actions, 11–12, 15
blame acceptance, 12, 75–76
company policies, 12–13
customer responsibilities, 16
grounding in intent, 9–10
job seeker responsibilities, 17
lying, 14–15, 46, 102
managerial responsibilities, 15–16
manners and, 8
personal responsibilities, 14
reporting misbehavior, 10–11
role of, 7–10
social networking, 281
vendor responsibilities, 16
in the workplace, 11–12
ethics officers, 10, 14
Ethics Resource Center, 8–9
ethnicity
accent, 230
job interview questions about, 60–61
etiquette, 3–7
definition of, 3, 4
ethics and, 3–10
goals of, 5–6
manners and, 5
principles guiding, 6–7
European business culture, 311, 315, 317, 318, 323
evening business events, 305–6
executive sheets, 267–68
exercise gear, 293
exit statement, 109
expense accounts, 13, 299
eye contact, 71, 205, 237
with deaf workers, 85–86
with handshake, 130, 204
in job interviews, 60
signaling a server, 181
F
fabric
men’s clothes, 20–21, 30
women’s clothes, 28, 30
Facebook, 284, 285
boss and employee friends, 104, 118
feedback and friends, 286
facial expressions, 237, 283, 316
family
of home-based worker, 150–54
illnesses, 74, 168
job interview questions about, 60–61
talking to coworkers about, 73, 74, 79–80
farting. See passing gas
fax machines, 96
business letters, 258
etiquette, 95, 96
for job search, 41
number on business card, 134, 268
privacy and, 89, 96
federal judges, forms of address, 270
feedback, managerial, 114–15, 128
fidgeting, 63, 237–38
finger bowls, 179–80
finger foods, 185, 209
fingernails, 24, 32
firings, 109
of coworker, 74–75
euphemisms, 111
First Lady, U.S., forms of address, 269
first-name use, 71, 133
business letters, 261
foreign customs, 315
gender and, 120, 121
telephone calls, 241, 244
first-person writing style, 256–57, 263
fish fork, 189, 210
fish knife, 189
fist bumps, 130
fitness gear, 293
five o’clock shadow, 24
flowers
as centerpiece, 221
as gifts, 167–68, 172
folder system, 92
fonts, 46, 258–59
food. See also buffets; meals; restaurant dining; table manners
arrival at different times, 199
at brainstorming sessions, 145
at corporate events, 208–10
coworker theft of, 97
cutting methods, 177, 184
eating at desk, 92–93, 97
formal events, 210, 221–24
as gift, 168, 170
hair or bug in, 199
leaving on plate, 199
office kitchen, 96–97
on someone’s face, 199
passing, 178, 209
removing from mouth, 180, 185–86
special dietary needs, 200, 221
spilling at table, 180
stuck in teeth, 199
food allergies, 168, 221
food etiquette
cherry tomatoes, 184
clams, 182
French fries, 185
fresh fruit, 186
hors d’oeuvres and canapés, 209–10
linguini, 185
meat with bones, 185
olives with pits, 184
oysters, 182
oyster crackers, 182
pie with ice cream, 186
salad, 184
shrimp cocktail, 182
soup, 182
spaghetti, 185
food stations, 210
food theft, workplace kitchen, 97
foot twitching, 4
footwear. See shoes
foreign accents, 230
foreign ambassador, forms of address, 271
foreign business travel, 308–25
acquainting yourself with society, 310–11
age deference, 315
appearance for, 311–12
attitude for, 309
basic rules of, 308–9
body language, 316–17
business cards, 313–14
customs and culture, 310–12
dining and drinking, 320–22
emergencies, 313
gift giving, 322–23
greetings, 317–18
name and title use, 315
personal relationships, 314–17
personal space, 311, 318
preparations for, 308–9, 310–11
taboo topics of conversation, 312
speaking English, 316
speaking foreign languages, 318–20
touching, 311, 318
translators and interpreters, 319–20
travel warnings, 309
work ethic, 315–16
workweek, 311
foreign language, 316, 318–19
English as a second language, 75
toasts, 321
translators and interpreters, 319–20
foreign officials, forms of address, 270–71
forks
American vs. Continental style of eating, 177–78
dirty, 199
dropped on floor, 180
formal table setting, 188–89
holding, 177–78, 186
home entertaining, 220
informal table setting, 190, 191
placing on table, 179
“tines down” rule, 177
formal announcements, 268
formal corporate events. See corporate events
formal dinner, 221–24
introduction, 210
place cards and seating, 192
place setting, 187–90
formal invitations, 207, 208
forms of address, 269–73. See also courtesy titles; professional titles
foul language, 4, 76–77, 231–33
France, business culture, 321, 323
gifts, 323
holidays, 310
toasts, 321, 322
French fries, how to eat, 185
friendships
with boss, 104, 117
with customers, 158–59
home-based workers, 154–55
fruit, how to eat, 186
fruit baskets, 168
fruit spoon, 189
functional résumés, 45–50, 62
funerals, 74, 168, 172
fur coats, 23, 27
furniture, office, 96
G
garage attendant tips, 201
gay workers. See sexual orientation
gender, 119–25. See also men; women
ambiguous names, 120–21
business hugs and kisses, 132
foreign business travel, 311
handshake, 121–22, 129
holding chairs, 197
lunches, picking up the tab, 122
opening doors, 99, 120
sexual harassment, 12, 105, 123–25
standing up, 7, 130
titles and, 120–21
transgender identification, 121
unisex bathrooms, 98
workplace romances, 122–23
generational differences, 125–28
dealing with, 126–27
sticking points, 127–28
Gen Xers, xii, 126
Germany, business culture, 321, 322, 323
gestures, 237, 316
get-well cards, 37, 168
gifts, 167–74
accepting, 173
appropriate, 169, 172
to assistants, 171
to boss, 171
charitable, 155, 168, 172
coworker exchanges, 167, 170–72
to customers, 168, 170
declining, 16, 173–74
ethical behavior, 9, 16, 173–74
foreign business hosts, 322–23
group, 84, 171, 172
marking milestones, 171–72
to outsiders, 168, 170
presenting, 172–73
returning, 173
gift wrapping, 172–73
glassware
dirty, 199
formal table setting, 188
home buffet, 226
home entertaining, 220
informal table setting, 190, 191–92
globalization, xi, 308
gloved handshakes, 130
Golden Rule, 69, 287
golf, 214–16
Google Chat, 248–49
gossip, 78, 80–81
GoToMeeting, 139, 248
government officials, U.S., forms of address, 269–70
grammar usage. See also words
in email, 274
reference books, 230
in speech, 230
suggested books, 256
in writing, 255–56
Great Britain, business culture, 317, 323
greetings. See also handshakes; introductions
business letters, 260–61
corporate events, 208
coworkers, 93
fist bumps, 130
foreign customs, 317–18
home entertaining, 222
introductions, 131
job interview, 60
standing up for, 88, 122, 130
grooming
bad odors, 4, 25, 59, 82–83
foreign business travel, 311–12
job interviews, 59
for men, 24–25, 59
for women, 32, 59
group complaints, 104–5
group gifts, 84, 171, 172
guest of honor
restaurant meals, 197
seating, 192
serving, 223
thank-you note, 262–63
toasting, 206
guests
arrival before host, 196
at country clubs, 214–16
at foreign business events, 314–17
home entertaining, 219–20, 222–24
at members-only social clubs, 216
receiving line, 208
at restaurant meals, 192–97, 199, 200–201, 299
special dietary needs, 221
at sporting events, 215–17
at theater, 217–18
guest speakers, 147–48
guide dogs, 86
gum, 83–84, 91, 241
H
hair care, 24–25, 32, 59
handbags, 26, 27, 28–29
handicap. See disabilities, people with
handshakes, 129–31. See also greetings; introductions
foreign customs, 317–18
four essentials of, 130
gloved, 130
job interview, 60, 63
non-shaker, interacting with, 130–31
receiving line, 208
standing up, 122, 130
at the table, 210
two-handed, 129–30
wheelchair users, 86
while holding food and drink, 209
women and, 121–22, 129
handwritten notes, 39, 262–64. See also thank-you notes
hats, men’s, 22
headphones, 90, 251, 295, 296
heads of state, forms of address, 269, 270
headwaiter tips, 201
hearing-impaired workers, 85–86, 249
help
accepting from others, 37–38
for newcomers, 72
offering, 37–38, 85
requesting, 37–38, 71–72, 102
hierarchy. See rank
high-heels. See pumps, women’s
holiday gifts, 170–72
holiday office parties, 211–13
holidays, foreign customs, 310
home-based workers, 13, 150–55
dogs, 153
dress, 152
family life, 150–54
former coworkers, 151
former employers, 151
friends and neighbors, 154–55
phone hours, 153–54
setting parameters, 150–53
home entertaining, 219–26
of boss, 220, 225
buffets, 224–26
guests, 219–20, 222–24
invitations, 219–20
sit-down dinner, 220–24
homosexuality. See sexual orientation
honesty, 7, 8, 9. See also lying
as business value, 112
definition of, 7
home-based workers, 151–52
job applicant, 36
social networking, 285
honorifics. See courtesy titles; professional titles
hors d’oeuvres, 208–10
hosiery, 26, 27, 31, 59, 293
hospitality suites, 305
host
business travel, 298
country clubs, 215
foreign business, 308, 309, 310, 312, 314, 316, 318–22
greeting the, 208
home entertaining, 221–24, 226
meeting seating, 144–45
receiving line, 208
restaurant meals, 194–201, 299
single person as, 222
small talk, 205
spectator sports, 216–17
starting eating, 178
table manners, 178, 182, 183, 185, 186, 192
theater party, 217–18
toast by, 206, 322
hostile environment claims, 123
hotels, 298
business amenities, 291–92
checking in, 298
reservations, 291
staff interaction, 298–99
tipping, 300
transportation, 292
hours of work. See working hours
hugs, 132, 317
humor. See jokes
hygiene. See grooming
I
iChat, 248–49
ID card, 294
illness
of coworker, 74, 168
sick days, 13
Imans, forms of address, 273
inappropriate questions in job interview, 60–61
India, business culture, 312, 316, 318
Indonesia, business culture, 312, 318
informal invitations, 207, 208
informal office parties, 211, 213
informal table setting, 190–92
informational interviews, 43–44. See also job interviews
Instagram, 286
instant messaging. See texting
international business. See foreign business travel
Internet. See also email
hand-writing services, 263
job-search sites, 39
résumé-writing sites, 47
interpreters
for deaf person, 86
foreign language, 319–20
intimidation, workplace, 8, 11, 124
introductions, 129–35, 203–4. See also handshakes; greetings
of boss, 131
corporate events, 208
of customer and client, 131
difficult names, 134
foreign customs, 317–18
forgetting names, 134
four essentials of, 132–33
to group, 132
home entertaining, 222
hugs and kisses, 132
as introducer, 131, 132–33
precedence in, 131
remembering names, 133–34
self, 133
unnecessary instances, 134
welcoming a stranger, 203
invitations
business events, 204, 306
business meal reciprocation, 201–2
corporate events, 206–8
formal, 207, 208
home entertaining, 219–20
informal, 207, 208
meetings, 137–38, 142–43
office parties, 211
restaurant meals, 195, 196
ironed clothes, 19–20, 25
Israel, business culture, 323
greetings, 317
Hebrew-language toast, 321
workweek, 311
itinerary, travel, 292–93, 309
J
Japan, business culture, 324
chopsticks, 320
gifts, 322
greetings, 314, 318
toast, 321
jargon, 231, 263, 316
jeans, 23, 25, 27
jewelry
foreign business travel, 312
for men, 22, 58
for women, 29, 59
job advertisements, 41
job interviews, 54–66
answering questions, 59–61
asking questions, 61–63
checklist, 57
clothing, 56–59
collecting information about company, 55–56
employment history gaps, 62
engaging the interviewer, 59–63
ethical behavior, 17
faux pas, 63
inappropriate questions, 60–61
informational interviews, 43–44
overqualified candidates, 61
preparation, 54–56
salary and benefits discussion, 63, 64
taking résumé to, 55, 57, 61, 62
thanking the interviewer, 63–64
job offers
backing out after accepting, 65
responding to, 64–65
job search, xiii, 35–44
application letters, 45–46, 51–52
classifieds and want ads, 41
cold calls, 39–40
dress, 19
employment agencies, 41–43
ethical behavior, 17
informational interview, 43–44
job interviews, 54–66
leaving your job, 35, 109
letters and phone calls, 39–41
LinkedIn for, 36–37, 39
networking, 37–39
online sites, 39
references, 47, 50
response to rejection, 65–66
right tools for, 35–36
traditional résumés, 45–50
waiting for outcome, 64
jokes, 72, 234
email cautions, 275
off-color, 204
judiciary, forms of address, 270
junk email, 277–78
K
keyword searches, 36
kickbacks, 9, 16
kisses, 132, 317
kitchen. See office kitchen
knives
cutting methods, 177, 184
formal table setting, 188–89
holding, 177–78
informal table setting, 190, 191
placing on table, 179
pointing sharp edge, 189
L
language. See body language; foreign language; grammar usage; speech; words; writing
laptop cases, 24, 29, 58, 59, 87
late arrivals
business meals, 194, 196
home sit-down dinners, 222
job interviews, 54, 55, 63
meetings, 144
office visitors, 94
Latin American business culture, 323–24
lawyers, forms of address, 272
legal issues, 14
foreign business travel, 310–11
job interview questions, 60–61
sexual orientation, 80
letterhead, corporate, 267
letter writing. See business letters
limousines, 297–98
driver tips, 300
linen suits, 20
linguine, how to eat, 185
LinkedIn, 284, 286
boss and employee, 118
for job search, 36–37, 39
liquor. See also drinks
air travel, 294, 296
as business gift, 168
foreign business travel, 320–22
foreign travel, 311
One-Drink Rule, 198
listening, 205, 235–36
eavesdropping, 90–91
telephone conversations, 244
love life. See romantic relationships
luggage, 294
lunch
business meeting, 193–94
country club entertaining, 214–16
with coworkers, 97, 218
gender issues, 122
lying, 8, 9, 10
for boss, 14–15, 102
for coworkers, 14
on résumés, 46
M
mail. See business letters; email
main course, how to eat, 184–86
makeup, 32, 59, 97, 293
manager, 110–18. See also boss
abusive behavior by, 11, 15, 106
accountability of, 111–12
availability of, 115
communication downward, 113
credibility of, 112
ethical behavior, 15–16
expectations and rules for, 113–14
friendship with, 104, 117
language matters, 116–17
manipulative behavior, 111–12
manners of, 115–16
meeting deadlines, 163–64
new employee training, 112–13
“please,” use of, 115–16
positive manner of, 110–11
recognition and compliments, 114–15
relationship with subordinates of, 117–18
request wording by, 116–17
romantic relationships with, 123
social networking with, 117–18
manners, 3–8
guiding principles of, 6–7
of manager, 115–16
table, 6, 175–86
marital status. See also spouses
forms of address, 273
job interview questions about, 60–61
single host or hostess, 222
marriage. See also family
couples, forms of address, 273
of coworker, 73, 74, 80
wedding gifts, 171–72
mayor, forms of address, 270
meals, 193–202. See also dinner; food; lunch; restaurant dining; table manners; table settings
after the meal, 200–202
approaching the table, 197
arrival for, 196
breakfast meetings, 193
communal lunches, 97
conversation at, 195–96
corporate events, 208–10
dinner meetings, 194
eating at desk, 92–93, 97
foreign business cultures, 320–22
host pre-meal preparation, 195
host pre-paying, 200, 299
invitation reciprocation, 201–2
invitations, 195, 196
late or no-shows, 194, 196
lunch meeting, 193–94
placing orders, 197–200
special dietary needs, 200
thank-you notes after, 201, 202
tipping, 201
meat with bones, how to eat, 185
meetings, 136–49
agenda, 138–39, 147
attending, 142–47
back-to-back, 143
brainstorming session, 145
breaks, 146
conference calls, 148–49
disabled worker considerations, 140
evaluation of, 141–42
exclusion from, 142
following up, 140–42, 146–47
foreign language, 319–20
guest speakers, 147–48
informational interview, 44
interruptions, 95, 146, 241
invitations, 137–38, 142–43
keeping on track, 139–40
leaving, 146
managing, 136–42
office visitors, 94–95
off-site, 301–2
phone calls during, 146
pre-meeting preparations, 139
problem participants, 141
punctuality, 94, 140, 143–44, 292
purpose of, 136–37
recap memos, 140–41
scheduling, 137, 140, 144
seating politics, 144–46
shared calendars, 280
smartphones in, 251–52
technical problems, 139
telephone call interruptions, 95, 241
time and location, 138–39
wrapping up, 140
members-only social clubs, 216
memoranda, 266–67
as meeting follow-up, 140–41
men
acceptable/unacceptable dress, 23
accessories for, 21–24
business clothes, 20–24
business travel clothes, 293–94
foreign travel clothes, 311–12
forms of address, 273
gender-free chivalry, 119–22
grooming, 24–25, 59
handshakes with women, 121, 129
holding chairs, 197
holding doors, 99, 120
job interview clothes, 56–58
language, 120
résumé employment history gaps, 62
unisex bathrooms, 98
menu cards, 210
Methodist bishops, forms of address, 272
microfiber suits, 20
microwaves, 96
Middle East, business culture, 324
body language, 316
dining, 320
gestures, 317
greetings, 317, 318
military officials, U.S., forms of address, 271
Millennials, xii, 126–27
mingling, 203–4, 205
mini-bars, 299
miscarriage, of coworker, 74
mispronunciation of names, 133, 134
mistakes, taking responsibility for, 12, 75–76
monarch sheets, 267–68
money. See also paying; salary
discussing in conversations, 233–34, 312
expense accounts, 13, 299
office collections, 84
Monster.com, 39
Mormon bishops, forms of address, 272
motivation, 112
moving sidewalks, 99
Ms. (courtesy title), 120–21, 244, 273
multiple names, forms of address, 273
multitasking, 128
music, listening at desk, 90
N
nail care, 24, 32
name-calling, 77–78
names
application letters, 51
business cards, 268–69
difficult, 134
first-name use. See first-name use
foreign business travel, 314, 315
gender-ambiguous, 120–21
in introductions, 130–34
introductory errors, 133–34
memos, 266
mispronunciation, 133, 134
multiple, forms of address, 273
remembering, 133–34
telephone calls, 241, 244
name tags, 302
napkins
black, 197
formal table setting, 188
informal table setting, 190
placement on lap, 176
placement when leaving, 176
spilling food, 180
neck hair, 24–25
necklaces, 29, 59
Netherlands, business culture, 323
networking, 37–39. See also social networking
client as part of network, 157
off-site events, 302
new employees
dealing with boss, 100–101
helping, 72
manager training of, 112–13
nodding, 238
noise
home office disturbances, 155
speakerphone, 247
telephone call distractions, 241
theater disturbances, 218
work space disturbances, 90–91
nose blowing, 91, 179, 241
nose hair, 24–25
note taking
off-site events, 302
on speakerphone, 247
while listening, 235
note writing. See also thank-you notes
acknowledging job rejection, 65–66
passive-aggressive notes, 73
to prospective customers, 305
numerals, in business letters, 259
O
obscenities, 4, 76–77, 231–33
odors. See bad breath; body odor
office. See also desk; work space
appointments and meetings, 94–95
closing door to, 89, 90
cubicle, 89–92
home-based workers, 152
office collections, 84
office equipment, 95–96
office furniture, 96
office kitchen, 96–97
cleaning up, 96, 114
office parties, 210–11
special-occasion, 211–13
office restrooms, 97–98
office romances. See romantic relationships
office security, post-9/11, 87
office supplies, 13, 152
office visitors, 94–95
off-site events, 301–7
company retreats, 306–7
evening, 305–6
name tag etiquette, 302
networking, 302
with spouse, 305, 306, 307
trade shows, 302–5
training seminars, 301–2
“okay” sign, 317
olives with pits, how to eat, 184
One-Drink Rule, 198
online conferencing, 248–49
online professional profile, 284
open seating, 210
outlines, business writing, 255–56
overcoats, 21
overtime, 104
oyster crackers, 182
oyster fork, 182, 189
oysters, how to eat, 182
P
pants
men’s, 21, 23, 56
women’s, 26, 27, 312
panty hose, 26, 27, 31, 59, 293
paragraph, in writing, 255–56
parking valet tips, 201
parties. See entertaining
passed-tray food service, 209
passing food, 178
passing gas, 179
passive-aggressive notes, 73
passive voice, 259
passports, 294, 313
pasta, how to eat, 185
Patriarch, forms of address, 272
patronizing coworker, 78
paying. See also money; tipping
bar rounds with coworkers, 218
at country clubs, 215
customers promptly, 158, 163
dining out with coworkers, 218
by host for restaurant meal, 194, 195, 200
for meals, 122, 200
taxi fare, 297
pepper and salt, 178, 221, 224
perfume. See also cologne
excessive, 83
using, 32, 58, 59, 83
perks, employee, 13
personal assistants. See assistants
personal brand, 283–84
personal business and life, 13. See also privacy
copier or fax use, 89
discussing in conversations, 73, 74, 79–80, 233–34, 312
email messages, 278
social networking and, 281–82
telephone calls, 252
texting, 279, 280
personal business stationery. See stationery
personal space, foreign cultures, 311, 318
pets, of home-based workers, 153
Philippines, greetings, 318
phone calls. See cell phones; smartphones; telephone calls
photocopiers, 89, 95, 154
photo ID, 294
photos
on Instagram, 286
for LinkedIn, 36
on Pinterest, 287
on online profiles, 284
for résumés, 50
physicians
foreign business travel, 313
forms of address, 262, 272, 273
piercings, 24, 58
pie with ice cream, utensils for, 186
pilfering. See theft
Pinterest, 287
pinups, in work space, 91
place cards, 192, 210
place settings. See table settings
plates
formal table setting, 187–88
home entertaining, 220
informal table setting, 190, 191
“please,” use of
elevator etiquette, 98
in foreign language, 318
from manager, 115–16
point of view, in business writing, 256–57, 263
politics, as taboo conversational topic, 76, 205, 233, 312
Pope, forms of address, 272
pornography, Internet, 311
positive work climate, 110–11
Post, Emily, 175
definition of etiquette, 3, 4
postscripts (PS), 120, 262
posture, 237
praise. See compliments
pregnancy, of coworker, 73, 74, 119
preparations
dress and grooming aids, 18–19, 20, 311
for foreign travel, 308–9, 310–11
for guest speaker, 148
for interaction with boss, 101
for job informational interviews, 43
for job interviews, 54–56
for meetings, 139
for telephone calls, 239
President, U.S., forms of address, 269
President Elect, U.S., forms of address, 269
President’s Spouse, U.S., forms of address, 269
priests, forms of address, 272
prime ministers, forms of address, 270–71
printers, 95
privacy
Bcc (blind carbon copy), 277
confidential information, 12, 13, 91, 251
elevator chats, 99
email, 278
faxes and copy machines, 89
generational differences, 127
job search discretion, 109
smartphone calls, 251
social networking, 37, 282, 283
telephone calls, 90–91
texting, 280
work space, 90–91
productivity, 110–11, 152
profanities, 4, 76–77, 231–33
professional appearance. See dress
professional differences, 77
professional titles
foreign business cards, 314
foreign importance of, 315, 319
forms of address, 272
in introductions, 131, 133
on name tags, 301
professors, forms of address, 272
promises, to customers, 158, 162
promotion, asking boss for, 108
pronunciation, 230–31
proofreading
email, 265, 274
résumés, 46
texts, 274
written materials, 258, 263
proprietary information, 13
Protestant clergy, forms of address, 272
protocol. See also rank
forms of address, 269–73
introduction, 131
seating, 144–46, 192
PS. See postscripts
pumps, women’s, 27, 30, 58
punctuality. See also early arrivals; late arrivals
appointments, 94, 140, 143–44, 292
business events, 204
business meals, 194, 196
foreign business, 311
job interviews, 54, 55
meetings, 94, 140, 143–44, 292
office visitors, 94
theater arrival, 217
punctuation, 46, 256, 258
Q
questions, 237
answering in job interviews, 59–61
asking in job interviews, 61–63
asking at training seminars, 301
listening and, 236
R
rabbis, forms of address, 273
race, job interview questions about, 60–61
raincoats, 21, 23
rank
bowing and greetings, 318
courtesy titles, 71, 225
coworker contacts, 71
generational differences, 127
home entertaining, 220, 223
introductions, 131, 133
meeting seating, 145–46
military, forms of address, 271
receiving lines, 208
recruiters, job, 42
red wine, uncorking, 223
red wine glasses, 188, 192
references, job-search, 47, 50
refrigerator, office
food storage, 96
food thief, 97
relationship building. See business relationships
religion
clerical forms of address, 272–73
foreign customs, 310, 312
handshake, 121
job interview questions about, 60–61
as taboo conversational topic, 76, 205, 233, 312
remembering names, 133–34
Representative, U.S., forms of address, 270
reservations
restaurants, 195
travel, 291
resignations, 109, 276
respect, 7, 8. See also courtesy titles; rank
age deference, 6–7, 71, 88, 98, 119, 125, 130, 315
definition of, 7
foreign customs, 309, 312
managers and, 110
traveling with boss, 298
responsibility
accompanying raise and promotion, 108
for mistakes, 12, 75–76
restaurant dining, 193–202. See also food etiquette; table manners; table settings
after the meal, 200–202
approaching the table, 197
arrival for, 196
breakfast meetings, 193
business travel, 299
conversation, 195–96
foreign business culture, 320–22
host pre-meal preparation, 195
host pre-paying, 200, 299
invitation reciprocation, 201–2
invitations, 195, 196
late or no-show, 194, 196
lunch meetings, 193–94
participation, 194–96
placing orders, 197–200
seating, 197
smartphone use, 253
special dietary needs, 200
table location, 196
talking business, 194–96, 234–35
thank-you for, 201, 202
tipping, 201
restrooms, 97–98
résumés, 45–50
basics of, 45–46
chronological, 47–50, 49, 61, 62
cover letters. See application letters
electronic, 46, 276
employment history gaps, 47, 62
functional, 47–50, 48, 62
at job interview, 55, 57, 61, 62
lying on, 46
references, 47, 50
websites, 47
what to leave out, 50
retired military officials, forms of address, 271
retreats, company, 306–7
rings, 22, 29, 58, 59
Roman Catholic priests, forms of address, 272
romantic relationships, 122–23
gift connotations and, 174
secrecy about, 9, 122–23
with manager, 123
with outside associates, 123
roses, 167, 174, 322
royalty, forms of address, 271
RSVPs
business events, 204, 306
business meals, 196
meetings, 142
rumors, 80–81
Russia, business culture, 321, 322
S
safety. See security
salad course, how to eat, 184
salad fork, 189
salad knife, 189
salad plate, 179, 184, 188
salary
application letters, 52
asking for raise, 108
job interviews, 63, 64
refusing offer, 108–9
résumés, 50
temporary workers, 43
salt and pepper, 178, 221, 224
saltcellar, 190
salutation
application letters, 51
business letters, 260–61
email, 266, 278–79
forms of address, 269–73
Sarbanes-Oxley Act of 2002, 11
Saudi Arabia, business culture, 311, 312
scarves, 26, 27, 29, 58
scented candles, 221
scents. See cologne; perfume
schedules
foreign travel, 311
for home-based workers, 151, 152
keeping contractors to, 163–64
meetings, 137, 140, 144
screening telephone calls, 40, 243
seating
air travel, 295
home sit-down dinners, 223
job interviews, 60
meetings, 144–46
office visitors, 94
place cards and, 192
restaurant meals, 197
theater, 217
second-person writing style, 257
Secret Santa, 170–71
security
air travel, 294
post-9/11 building, 87
travel warnings, 309
seminars, 301–2
Senator, U.S., forms of address, 270
servers. See waiters
service plate, 187–88
sex. See also romantic relationships
as taboo conversational topic, 76, 205, 233
sexual harassment, 12, 123–25, 282
complaints about, 105
definitions of, 124
hostile environment claims, 123
responding to, 124–25
sexual orientation
as job interview question, 60–61
revealing to coworkers, 80
shaking hands. See handshakes
shared calendars, 280
shaving, 24
shellfish, how to eat, 182
shellfish fork, 182, 189
shirts, 21, 23, 25, 57, 216
shoes
business travel, 293
job interviews, 58
men’s, 21, 23, 25, 58
women’s, 26, 27, 30–31, 58
shorts, 23, 26, 27
shouting, 78
shrimp cocktail, how to eat, 182
sick days, 13
signature
application letters, 52
business letters, 261–62
signature line
emails, 266, 274, 279
texts, 274
silverware. See utensils
sincerity, 6, 38
sit-down dinners
formal, 187–90, 210
home entertaining, 220–24
skirts, 20, 26, 27, 58, 79, 312
Skype, 248–49
slacks
men’s, 21, 23, 56
women’s, 26, 27, 312
slang, 316, 319
small talk, 205, 233
avoiding controversial topics, 76, 205, 233, 312
hallway schmoozing, 93
trade shows, 304
watercooler talk tips, 75–76
smartphones, xiii, 250–54. See also texting
Autocorrect/Autofill function, 275
basic rules for use, 250–51
in the car, 253, 297
at desk, 252
in meetings, 251–52
out and about, 252–53
in restaurants, 253
turning off, 279
use when traveling, 292, 296
smells. See bad breath; body odor
smiles (smiling), 130, 237, 245
smoking, 82
bad breath, 82
in car, 297
sidewalk, 82
sneakers (athletic shoes), 23, 27, 31, 293
sneezing, 153, 241
snooping, 89
socializing, outside of work, 214–18
at country clubs, 214–16
dining out with coworkers, 218
at members-only social clubs, 216
at spectator sports, 216–17
at theater, 217–18
social networking, xii–xiii, 281–87. See also Facebook;
Instagram; LinkedIn; Pinterest; Twitter
affect on business, 281–82
boss and employee, 104, 117–18
digital profile, 284
four key tips of, 282–84
guidelines for, 284–85
popular sites, 285–86
privacy, lack of, 282, 283
work-life balance, 281–82
socks, 21, 57–58, 293
software, calendar-scheduling, 137, 157, 158
sound buffers, in work space, 91
sounds. See noise
soup, how to eat, 182
soup spoon, 189
South Korea, business culture, 314, 318, 321
spaghetti, how to eat, 185
spam, 277–78
speakerphones, 93, 247–48, 253
special-occasion office parties, 211–13
spectator sports, 216–17
speech, 229–32. See also conversation; grammar usage; listening; voice level and tone; words
accent, 230
careful use of language, 4
clear enunciation, 229, 316
euphemisms, 111, 316
foreign business, 316, 318–20
jargon, 231, 263, 316
pronunciation, 230–31
rate of, 229, 230
telephone calls, 240, 244
vocabulary, 230
vocal impression, 229–30
speech-impaired coworkers, 86
spell-check, 258
spills, at table, 180
spoons
formal table setting, 188, 189–90
holding, 177–78
informal table setting, 190, 191
placing on table, 179, 182
sporting events, 215–17
sport jackets (blazers), 21, 23, 293, 311
spouses
home entertaining, 219
office parties, 211, 212
out-of-town business events, 305, 306, 307
theater entertaining, 217
staff meetings, 138, 148, 251
standing up, 7, 122, 130
for greetings, 88, 122, 130
staring, 91, 237
State Department, U.S., foreign travel warnings, 309, 310
state governor, forms of address, 270
state Supreme Court justices, forms of address, 270
stationery, 267–69
application letters, 51
business cards, 135, 268
corporate letterhead, 267
correspondence cards, 36, 268
job-search letters, 36, 39
monarch sheets, 267–68
résumés and application letters, 51
steak knife, 189, 190
stealing. See theft
stereotyping vs. generalizing, 126, 309
stockings (hosiery), 26, 27, 31, 59, 293
suits
business travel, 293
foreign business travel, 311–12
job interviews, 57, 58
men’s, 20–21, 23, 57, 311–12
women’s, 26, 27, 28, 58, 311–12
sunglasses, 23–24
supervisors. See boss; manager
suppliers, as customers, 157
Supreme Court justices, forms of address, 270
surnames. See names
suspenders, 22
swearing, 4, 76–77, 231–33
T
tablecloths, 179, 220
table manners, 6, 175–86
appetizers and soup, 182
awkward situations, 199
dessert, 186
as differentiator, 176
foreign business travel, 320–22
general rules, 178–81
importance of, 175–76
main course, 184–86
napkin placement, 176
salad course, 184
servers, 180–81
special dietary needs, 200, 221
starting eating, 177–78
at the table, 181–86
utensils, 177–78, 179
wine, 183–84
table settings, 187–92
formal, 187–90
glassware, 191–92
home buffet, 225–26
home entertaining, 220
informal, 190–92
place cards and seating, 192
taboo topics of conversation, 312
talk. See conversation; small talk; speech
tattoos, 24, 58
taxis, 292, 297
tipping, 297, 300
TDDs (telecommunication devices for the deaf), 249
tea bag, disposal of, 186
team players, 102
teaspoon, 190
telecommuting, 13. See also home-based workers
telephone calls, 239–49. See also cell phones; smartphones
angry customers, 160–62
answering, 240–42
business relationships, 156, 157
call waiting, 244–45
closing calls, 245–46
conference calls, 148–49
with deaf person, 249
dropped, 251
faux pas, 241
hold, being placed on, 240, 242
hold, placing someone on, 242, 245
home-based business, 153–54
identifying self and company, 239–40, 241
inconvenient timing, 241–42
interruptions, 244–45
job-seeker tips, 39–41
management skills, 242–44
meeting interruptions, 146
messages, 246
for personal business, 252
placing calls, 239–40
politeness tips, 244
potential references, 47
privacy for, 90–91
returning, 243
screening, 40, 243
shared extensions, 243–44
speakerphones, 93, 247–48, 253
technical glitches, 245
trade show follow-up, 305
transfer of, 242
videophones, 248–49
voice level, 90, 240, 241, 244
wrong numbers, 240
telephones. See also answering machines; voice mail
caller ID, 243
call waiting, 244–45
Do Not Disturb button, 95, 241
hotel rooms, 299
“no phone calls, please,” 41
notepad by, 92
TDDs (telecommunication devices for the deaf) and TTYs (teletypes), 249
temps (temporary employees), 84–85
employment agencies, 42–43
tennis, 215–16
terms of address. See forms of address
texting (texts), 279–80
abbreviations, 275
accountability and confidentiality, 280
advantages of, 274
all caps, 275–76
Autocorrect/Autofill function, 275
emoticons, 275
medium is the message, 276
personal use, 279, 280
proofreading, 274
recovering from a mistake, 276
setting boundaries, 279–80
signature line, 274
Thailand, business culture, 312
greetings, 318
toast, 321
“thank you”
for compliments, 72
elevator etiquette, 98
in foreign language, 318
for gifts, 170, 173, 174
for help, 72
to job interviewer, 63–64
for job search help, 38–39
from manager, 115–16
for references, 50
telephone calls, 245–46
thank-you notes, 262–64
acknowledging job rejection, 65–66
business cards enclosed, 264
for business events, 206, 208, 306
for business meals, 201, 202
for company retreats, 307
for gifts, 170, 173, 174
for holiday office parties, 213
ink for, 263
to job interviewers, 63–64
to job references, 50
for job search help, 36, 38, 39
for job-search informational interviews, 44
to meeting guests and speakers, 141, 148
paper for, 263
services, 264
what to say, 264
when to send, 262–63
theft, 9–10, 12–13
reporting, 105
workplace food thief, 97
third-person writing style, 257
thumbs up gesture, 316
ties, 21–22, 23, 57
tipping, 201, 209, 215, 300
titles. See also courtesy titles; professional titles
ambiguous names, 120–21
on business cards, 268–69, 314
in business letters, 260
foreign customs, 314, 315
forms of address, 269–73
in introductions, 131, 133
on name tags, 302
transgender identification, 121
toasts (toasting), 206
foreign customs, 322
foreign-language, 321
toiletries. See grooming
toilets, 98
tone
in email, 265, 275
in memorandum, 266
in speech, 229
in writing, 257–58
touching, foreign customs, 311, 318
trade shows, 302–5
customer prospects, 303–4
following up, 305
giving directions, 304
name tag etiquette, 302
networking, 302
other exhibitors, 304
Traditionalists, 125, 126–27
train travel, 296
smartphone use, 292, 296
transgender identification, 121
translators, foreign language, 319–20
travel. See business travel; foreign business travel
travel itinerary, 292–93, 309
travel warnings, foreign countries, 309
trust
in business relationships, 6, 10, 156–57
earning, 156–57
in manager, 110
in social networking, 283
truth. See honesty; lying
TSA (Transportation Security Administration), 294
TTYs (teletypes), 249
Turkey, business culture, 317, 324
Twitter, 39, 285–86
two-handed handshake, 129–30
typeface, 46, 258–59
U
umbrellas, 26, 169, 293
unethical practices. See ethics
university officers, forms of address, 272
utensils. See also forks; knives; spoons
American vs. Continental style of eating, 177–78
chopsticks, 320–22
dirty, 199
dropped on floor, 180
formal table setting, 188–90
getting food to mouth, 177–78
holding, 177
home entertaining, 220
informal table setting, 190–91
placing on table, 179, 182
V
valet parking, tips, 201
vegetables, on side plate, 185
vegetarians/vegans, 221
vendors and contractors, 162–63
conflicts of interest, 13
deadlines for, 163–64
ethical behavior, 16
as friends, 157
prompt payment of, 158, 163
verb tense, in writing, 257
veterinarians, forms of address, 272
“V” for victory sign, 317
Vice President, forms of address, 269
videophone calls, 248–49
visas, 309, 312, 313
visualization, for remembering names, 133–34
visually-impaired coworker, 86, 140
vocabulary, 230
voice level and tone, 90, 204, 229
elevator etiquette, 98, 99
office cubicle, 90
smartphones, 251, 252
speakerphone use, 247–48
telephone conversations, 240, 241, 244
voice mail, 246–47
job search, 35–36, 52
leaving message, 247
out-of-office message, 246–47
recording greeting, 246–47
returning calls, 247
W
waiters (servers), 180–81
corporate events, 209
drink orders, 197
food orders, 198–200
menus, 197–98
returning food, 186
signaling, 181
tipping, 201
wine orders, 183
want ads, 41
washing dishes, 96–97
watches, 22, 29
watercooler talk, 75–76, 93–94
water glasses, 188, 190, 191, 226
weather, and dress, 21, 312
wedding gifts, 171–72
weight, talking about, 119
wheelchair users, 86
whistle-blowers, 11, 15
white wine glasses, 188, 192
“who what when where rule,” 265, 276
wine, 183–84
avoidance as business gift, 168
One-Drink Rule, 198
serving home sit-down dinner, 223–24
uncorking before dinner, 223
wineglasses, 183, 188, 190–92, 226
wine lists, 183
women
acceptable/unacceptable dress, 27
accessories, 28–29
basic wardrobe, 26
business clothes, 26–31, 32
business travel clothes, 293–94
emergency kit, 31
foreign business travel clothes, 311–12
forms of address, 273
gender-free chivalry, 119–22
grooming, 32, 59
handshake, 121–22, 129
holding chairs for, 197
holding doors for, 99, 120
job interview clothes, 58–59
language, 120
lunches, picking up the tab, 122
makeup, 32, 59, 97, 293
résumé employment history gaps, 62
unisex bathrooms, 98
wool suits, 20
words (word usage), 230, 255–56
business jargon, 231
correct usage, 232
euphemisms, 111, 316
foreign language, 318–19
foreign-language toasts, 321
“good morning,” 93
“ma’am,” 133
mispronounced, 231
“no problem,” 233
offensive, 4, 76–77, 231–33
“OMG,” 232, 275
“sir,” 133
“sucks,” 232
suggested books, 256
vocabulary, 230
“you’re welcome,” 116, 233, 318
work ethic, 315–16
working hours
extra during business travel, 303
foreign customs, 311
home-based workers, 151, 152, 153
overtime, 104
reporting, 9, 13
respect for, 13
workload, complaints about, 104
workout gear, 293
workplace romances. See romantic relationships
work space, 88–99
appointments and meetings, 94–95
closing your door, 89
clutter-free, 92
communal equipment, 95–96
complaints about, 103
cubicle, 89–92
decor, 91, 92
eating at desk, 92–93, 97
elevator etiquette, 98–99
gift ideas, 169
kitchen, 96–97
noise disturbances, 90–91
organization, 92
positive climate, 110–11
restrooms, 97–98
writing, 255–73. See also business letters; email; invitations; résumés
consistent point of view, 256–57, 263
digital communications, 274–80
formal announcements, 268
forms of address, 269–73
grammar and word usage, 255–56
medium is the message, 276
memos, 266–67
proofreading, 258, 263, 274
reading out loud, 257
stationery, 267–69
suggested books, 256
thank-you note, 262–64
tone in, 257–58
verb tense, 257