01_147092-ffirs.qxp 3/27/08 9:00 AM Page i Business Etiquette FOR ‰ DUMmIES 2ND EDITION by Sue Fox 01_147092-ffirs.qxp 3/27/08 9:00 AM Page ii ® Business Etiquette For Dummies , 2nd Edition Published by Wiley Publishing, Inc. 111 River St. Hoboken, NJ 07030-5774 www.wiley.com Copyright © 2008 by Wiley Publishing, Inc., Indianapolis, Indiana Published simultaneously in Canada No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Sections 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-646-8600. Requests to the Publisher for permission should be addressed to the Legal Department, Wiley Publishing, Inc., 10475 Crosspoint Blvd., Indianapolis, IN 46256, 317-572-3447, fax 317-572-4355, or online at http:// www.wiley.com/go/permissions. Trademarks: Wiley, the Wiley Publishing logo, For Dummies, the Dummies Man logo, A Reference for the Rest of Us!, The Dummies Way, Dummies Daily, The Fun and Easy Way, Dummies.com and related trade dress are trademarks or registered trademarks of John Wiley & Sons, Inc. and/or its affiliates in the United States and other countries, and may not be used without written permission. All other trademarks are the property of their respective owners. Wiley Publishing, Inc., is not associated with any product or vendor mentioned in this book. LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY: THE PUBLISHER AND THE AUTHOR MAKE NO REP- RESENTATIONS OR WARRANTIES WITH RESPECT TO THE ACCURACY OR COMPLETENESS OF THE CONTENTS OF THIS WORK AND SPECIFICALLY DISCLAIM ALL WARRANTIES, INCLUDING WITHOUT LIMITATION WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE. NO WARRANTY MAY BE CRE- ATED OR EXTENDED BY SALES OR PROMOTIONAL MATERIALS. THE ADVICE AND STRATEGIES CON- TAINED HEREIN MAY NOT BE SUITABLE FOR EVERY SITUATION. THIS WORK IS SOLD WITH THE UNDERSTANDING THAT THE PUBLISHER IS NOT ENGAGED IN RENDERING LEGAL, ACCOUNTING, OR OTHER PROFESSIONAL SERVICES. IF PROFESSIONAL ASSISTANCE IS REQUIRED, THE SERVICES OF A COMPETENT PROFESSIONAL PERSON SHOULD BE SOUGHT. NEITHER THE PUBLISHER NOR THE AUTHOR SHALL BE LIABLE FOR DAMAGES ARISING HEREFROM. THE FACT THAT AN ORGANIZATION OR WEBSITE IS REFERRED TO IN THIS WORK AS A CITATION AND/OR A POTENTIAL SOURCE OF FUR- THER INFORMATION DOES NOT MEAN THAT THE AUTHOR OR THE PUBLISHER ENDORSES THE INFOR- MATION THE ORGANIZATION OR WEBSITE MAY PROVIDE OR RECOMMENDATIONS IT MAY MAKE. FURTHER, READERS SHOULD BE AWARE THAT INTERNET WEBSITES LISTED IN THIS WORK MAY HAVE CHANGED OR DISAPPEARED BETWEEN WHEN THIS WORK WAS WRITTEN AND WHEN IT IS READ. For general information on our other products and services, please contact our Customer Care Department within the U.S. at 800-762-2974, outside the U.S. at 317-572-3993, or fax 317-572-4002. For technical support, please visit www.wiley.com/techsupport. Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. Library of Congress Control Number: 2008924948 ISBN: 978-0-470-14709-2 Manufactured in the United States of America 10 9 8 7 6 5 4 3 2 1 01_147092-ffirs.qxp 3/27/08 9:00 AM Page i Business Etiquette FOR ‰ DUMmIES 2ND EDITION by Sue Fox 01_147092-ffirs.qxp 3/27/08 9:00 AM Page ii ® Business Etiquette For Dummies , 2nd Edition Published by Wiley Publishing, Inc. 111 River St. Hoboken, NJ 07030-5774 www.wiley.com Copyright © 2008 by Wiley Publishing, Inc., Indianapolis, Indiana Published simultaneously in Canada No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Sections 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-646-8600. Requests to the Publisher for permission should be addressed to the Legal Department, Wiley Publishing, Inc., 10475 Crosspoint Blvd., Indianapolis, IN 46256, 317-572-3447, fax 317-572-4355, or online at http:// www.wiley.com/go/permissions. Trademarks: Wiley, the Wiley Publishing logo, For Dummies, the Dummies Man logo, A Reference for the Rest of Us!, The Dummies Way, Dummies Daily, The Fun and Easy Way, Dummies.com and related trade dress are trademarks or registered trademarks of John Wiley & Sons, Inc. and/or its affiliates in the United States and other countries, and may not be used without written permission. All other trademarks are the property of their respective owners. Wiley Publishing, Inc., is not associated with any product or vendor mentioned in this book. LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY: THE PUBLISHER AND THE AUTHOR MAKE NO REP- RESENTATIONS OR WARRANTIES WITH RESPECT TO THE ACCURACY OR COMPLETENESS OF THE CONTENTS OF THIS WORK AND SPECIFICALLY DISCLAIM ALL WARRANTIES, INCLUDING WITHOUT LIMITATION WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE. NO WARRANTY MAY BE CRE- ATED OR EXTENDED BY SALES OR PROMOTIONAL MATERIALS. THE ADVICE AND STRATEGIES CON- TAINED HEREIN MAY NOT BE SUITABLE FOR EVERY SITUATION. THIS WORK IS SOLD WITH THE UNDERSTANDING THAT THE PUBLISHER IS NOT ENGAGED IN RENDERING LEGAL, ACCOUNTING, OR OTHER PROFESSIONAL SERVICES. IF PROFESSIONAL ASSISTANCE IS REQUIRED, THE SERVICES OF A COMPETENT PROFESSIONAL PERSON SHOULD BE SOUGHT. NEITHER THE PUBLISHER NOR THE AUTHOR SHALL BE LIABLE FOR DAMAGES ARISING HEREFROM. THE FACT THAT AN ORGANIZATION OR WEBSITE IS REFERRED TO IN THIS WORK AS A CITATION AND/OR A POTENTIAL SOURCE OF FUR- THER INFORMATION DOES NOT MEAN THAT THE AUTHOR OR THE PUBLISHER ENDORSES THE INFOR- MATION THE ORGANIZATION OR WEBSITE MAY PROVIDE OR RECOMMENDATIONS IT MAY MAKE. FURTHER, READERS SHOULD BE AWARE THAT INTERNET WEBSITES LISTED IN THIS WORK MAY HAVE CHANGED OR DISAPPEARED BETWEEN WHEN THIS WORK WAS WRITTEN AND WHEN IT IS READ. For general information on our other products and services, please contact our Customer Care Department within the U.S. at 800-762-2974, outside the U.S. at 317-572-3993, or fax 317-572-4002. For technical support, please visit www.wiley.com/techsupport. Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. Library of Congress Control Number: 2008924948 ISBN: 978-0-470-14709-2 Manufactured in the United States of America 10 9 8 7 6 5 4 3 2 1 01_147092-ffirs.qxp 3/27/08 9:00 AM Page iii About the Author Sue Fox has provided etiquette products, educational material, group train- ing, and private consultations to business professionals, celebrities, corpora- tions, and educational institutions since 1994 through her company, The Etiquette Survival Group, which has offices in California. She has set up many Etiquette Survival consultants throughout the United States and internation- ally. Before that, she was employed in the high-tech industry, with 10 years’ experience in sales, marketing, and event planning at Apple, Inc. Sue has traveled extensively and is well acquainted with various international cultures. Her travels have taken her to East Africa, Central America, and Europe. Sue and her company have provided etiquette programs throughout the United States, Singapore, Malaysia, Hong Kong, and India. Sue is a professional member of the International Association of Protocol Consultants (IAPC) and has an additional background in image consulting and makeup artistry, with 20 years of fashion-modeling experience in televi- sion and print. Sue is also the author of Etiquette For Dummies, published by Wiley Publishing, Inc. She is executive producer of The Etiquette Survival Kit, a series of educa- tional videos and DVDs featuring dining and social etiquette and proper table settings for adults and teens. The Etiquette Survival Group and its affiliates MCE (Los Angeles, California) and Global Adjustments (Chennai, India) have formed strategic alliances and currently are developing etiquette and diversity products and programs. They are working together to create a better understanding of people in diverse business and social environments by emphasizing the importance of respect, diplomacy, and civility in every aspect of life. Sue and her businesses have been featured in many national and interna- tional publications, including Woman’s Day, Vogue, Ladies’ Home Journal, Real Simple, American Baby, Newsweek, Fortune, New York Magazine, US Weekly, People, Los Angeles Times, the New York Times, the Wall Street Journal, New York Post, Chicago Tribune, Washington Times, San Francisco Examiner, Boston Globe, USA TODAY, Sunday London Times, Australian Financial News, Folha de S. Paulo, Brazilian Daily News, Nikkei Business Journal, Times of India, and The Hindu Businessline. Sue’s media credits include radio interviews and feature stories on CNBC, KRON-TV (San Francisco), Knowledge TV, San Francisco Mornings on 2, KOVR- TV (Sacramento), ABC World News, ABC News with Sam Donaldson, KQED-TV (San Francisco), CNET.com, and KABC-TV (Los Angeles). 01_147092-ffirs.qxp 3/27/08 9:00 AM Page iv Sue is the mother of two grown sons, Stephen and Nathan, and she has two grandsons, Joseph and Michael Fox. Find out more about Sue and her business by visiting her Web sites: www. susanannefox.com, www.etiquettesurvival.com, and www.etiquette survivalgroup.com. 01_147092-ffirs.qxp 3/27/08 9:00 AM Page v Dedication To my sons, Stephen and Nathan Fox, for their love and encouragement. Author’s Acknowledgments I’d like to express my sincerest thanks to the dedicated team at John Wiley & Sons who generously contributed to the preparation of this second edition. My continued gratitude goes to my acquisitions editor, Tracy Boggier, and my project editor, Georgette Beatty, for their guidance and expertise. Big thanks go to my copy editor, Kathy Simpson, for her meticulous editing, and to the additional talent at Wiley, illustrator Liz Kurtzman and cartoonist Rich Tennant, who helped shape this book. My sincere appreciation goes to my technical editor, colleague, and friend, Syndi Seid, for her editing expertise and knowledge. A special thank you to my agent, Reid Boates, and my colleagues Millie Drum, Gayle Downs, and Cheryl Dandridge for their generous assistance during this project. It has been a privilege to work with all of you! To my friend and business partner, Linda Cain, thank you for your ongoing support and encouragement. My appreciation and gratitude go to all my col- leagues, clients, students, and Etiquette Survival consultants, who motivate me to continue in the quest of raising awareness about treating others respectfully. I gratefully acknowledge the love and support of all my family members and friends. You have been there for me through thick and thin. Thank you! To my two adorable grandsons, Joseph and Michael Fox, you bring me so much happiness. Finally, I would like to thank all of you who read this book. May we all strive for a more civil society. 01_147092-ffirs.qxp 3/27/08 9:00 AM Page vi Publisher’s Acknowledgments We’re proud of this book; please send us your comments through our Dummies online registration form located at www.dummies.com/register/. Some of the people who helped bring this book to market include the following: Acquisitions, Editorial, and Composition Services Media Development Project Coordinator: Lynsey Stanford Project Editor: Georgette Beatty Layout and Graphics: Stephanie D. Jumper, (Previous Edition: Tim Gallan) Laura Pence, Christine Williams Acquisitions Editor: Tracy Boggier Special Art: Elizabeth Kurtzman Copy Editor: Kathy Simpson Proofreaders: Laura Bowman, David Faust, John Greenough (Previous Edition: Ben Nussbaum, Tamara Castleman) Indexer: Cheryl Duksta Editorial Program Coordinator: Special Help: Alissa D. Ellet, Christy Pingleton Erin Calligan Mooney Technical Editor: Syndi Seid Editorial Manager: Michelle Hacker Editorial Assistants: Joe Niesen, Leeann Harney Cartoons: Rich Tennant (www.the5thwave.com) Publishing and Editorial for Consumer Dummies Diane Graves Steele, Vice President and Publisher, Consumer Dummies Joyce Pepple, Acquisitions Director, Consumer Dummies Kristin A. Cocks, Product Development Director, Consumer Dummies Michael Spring, Vice President and Publisher, Travel Kelly Regan, Editorial Director, Travel Publishing for Technology Dummies Andy Cummings, Vice President and Publisher, Dummies Technology/General User Composition Services Gerry Fahey, Vice President of Production Services Debbie Stailey, Director of Composition Services 02_147092-ftoc.qxp 3/27/08 9:14 AM Page vii Contents at a Glance Introduction .................................................................1 Part I: Conducting Yourself Gracefully in the Business World ...................................................7 Chapter 1: Displaying Good Manners at Work................................................................9 Chapter 2: Making a Positive Impression on the Job...................................................19 Chapter 3: Working in a Diverse Environment..............................................................39 Chapter 4: Look Sharp! Creating Professional Style and Presence ............................49 Part II: Building Better Communication Skills...............71 Chapter 5: The Art of Meeting and Greeting.................................................................73 Chapter 6: Making Polite Conversation .........................................................................83 Chapter 7: Improving Your Telephone Manners ..........................................................95 Chapter 8: Sharpening Your Written Communication Skills .....................................107 Chapter 9: Keeping Up with Electronic Etiquette.......................................................127 Part III: Behaving in the Boardroom and Beyond ........137 Chapter 10: Minding Your Meeting Manners ..............................................................139 Chapter 11: Engaging in Business Meals and Parties ................................................147 Chapter 12: Mastering Dining Etiquette ......................................................................163 Chapter 13: Attending Conferences, Trade Shows, and Special Events..................189 Chapter 14: Taking Part in a Variety of Social Off-Site Activities..............................199 Chapter 15: Marking Life’s Major Events and Passages ............................................211 Part IV: Overcoming Work-Related Challenges............221 Chapter 16: Coming to Terms with Difficult People...................................................223 Chapter 17: Managing Office Conflict ..........................................................................231 Chapter 18: Managing Ethical Dilemmas at Work ......................................................241 Chapter 19: Handling Sexuality in the Workplace ......................................................253 Part V: Doing Business on a Global Scale ...................261 Chapter 20: Pack Your Manners! Traveling for Business ..........................................263 Chapter 21: Now You’ve Arrived: Adapting to a New World.....................................275 Chapter 22: Crossing Cultural Lines: Your Passport for Success.............................283 02_147092-ftoc.qxp 3/27/08 9:14 AM Page viii Part VI: The Part of Tens ...........................................313 Chapter 23: Nearly Ten College-to-Career Etiquette Tips .........................................315 Chapter 24: Ten Tips for Impressive Job Interviews .................................................319 Index .......................................................................323