Ethics and Etiquette

CHAPTER 1

Guidelines for living

Scientific and medical advancements have made life easier over the years, but the stresses and strains that come with population density, technological advancements, 24/ 7 news and entertainment media, and a redefinition of the family have resulted in a whole new set of challenges. People behave no worse than they used to, but with the pressures of modern life it can be more difficult to stay civil. In this fast-paced society with its multiple demands , it’s all the more important to be intentional about using common courtesies in our everyday interactions. It’s true that we take a more casual approach to dressing, communicating, and entertaining. But casualness, or informality, doesn’t necessarily equate to rudeness. It’s just as easy to be polite when wearing jeans to a party as when wearing long white gloves to a ball.

Manners by their very nature adapt to the times. While today’s manners may be more situational, tailored to particular circumstances and the expectations of those around us, they remain a combination of common sense, generosity of spirit, and a few specific “rules” that help us interact thoughtfully. And as fluid as manners are, they all rest on the same fundamental principles: respect, consideration, and honesty. Respect. Respecting other people means recognizing their value as human beings, regardless of their background, race, or creed. It’s demonstrated in all your day-to-day relations— refraining from demeaning others for their ideas and opinions, refusing to laugh at racist or sexist jokes, putting prejudices aside, and staying open-minded. We show respect not just by what we refrain from doing but also by intentional acts, such as being on time, dressing appropriately, or giving our full attention to the person or people we’re with. Self-respect is just as important as respect for others. A person who respects herself isn’t boastful or pushy but is secure in a way that inspires confidence in others. She values herself regardless of her physical attributes or individual talents, understanding that integrity and character are what really matter. Consideration. The key to consideration is thoughtful behavior.

Being thoughtful means thinking about what you can do for those around you and how your actions will affect them. Consideration leads us to help a friend or stranger in need, to bestow a token of appreciation, or to offer praise. Honesty. Honesty ensures that we act sincerely and with integrity. It’s the basis of tact: using empathy to find the positive truth and telling or acting on it, without causing embarrassment or pain. Two Other Essential Qualities Graciousness and kindness are an integral part of courteous behavior. Graciousness is the ability to make other people feel welcome and comfortable in your world. Kindness is much like consideration but it also reflects the warmth in your heart. Actions Express Attitude Courteous people are empathetic— able to relate emotionally to the feelings of others. They listen closely to what people say. They observe what’s going on around them and register what they see. Courteous people are flexible, willing to adjust their own behavior to the needs and feelings of others, while maintaining their integrity. Courteous people are forgiving and understand that nobody is perfect. They would never embarrass or judge someone for a mistake in form, such as using the wrong fork or introducing people out of order. They don’t keep an etiquette scorecard.

etiquette is . . .

FLUID . . . not a set of rigid rules. Manners change over time and reflect the best practices of our times. Etiquette isn’t a set of “prescriptions for properness” but merely the guidelines for doing things in ways that make people feel comfortable.

FOR EVERYONE . . . not something for the wealthy or wellborn. Etiquette is a code of behavior for people from all walks of life, every socioeconomic group, and of all ages. Good manners are a valuable asset and cost nothing to acquire.

CURRENT . . . not a thing of the past. The bedrock principles of etiquette remain as solid as they ever were. Manners change over time and across cultural boundaries, but the principles are universal and timeless.

UNPRETENTIOUS . . . not snobbish. A polite person doesn’t try to be someone he’s not, nor does he look down on others.

Why Etiquette Matters

Grounded as it is in timeless principles, etiquette enables us to face whatever the future may bring with strength of character and integrity. This ever-adaptive code of behavior also allows us to be flexible enough to respect those whose beliefs and traditions differ from our own. Civility and courtesy, the outward expressions of human decency, are the proverbial glue that holds society together— qualities that are more important than ever in today’s complex and changing world.

CHAPTER 2

Important manners for every day

No one wakes up in the morning, looks in the mirror, and says, “I think I’ll be rude today.” Most of us think of ourselves as polite , but when we’re in a hurry or dealing with strangers we don’t always use the manners we know we should. Yet it only takes a moment to use the simplest courtesies, and what a difference that can make to our interactions. Good manners start with the famous “magic words.” Greetings and introductions are important, too. Please make these fundamental manners a part of you. Using them sets the tone not just for a pleasant day, but for a civil society as well. [THE “MAGIC WORDS”] We learned them as children: “May I have a cookie, please?” almost always worked, while “I want a cookie” didn’t get you a crumb. “Please,”“Thank you,” “You’re welcome,” “Excuse me,” and “I’m sorry” are just as important for adults . These essential words are effortless to say but convey a wealth of meaning to others. They’re powerful for their ability to create positive interactions. “Thank you” shows that a gift or a favor is appreciated instead of expected . “Please” changes a demand into a request. “Excuse me” says your mistake wasn’t intentional.

“Please” As we tell children, “please” really is a magic word because it changes a command into a request. Using “please” expresses both respect and consideration for those with whom we’re interacting, and it sets the tone for whatever follows . Along with “thank you,” it is one of the two most important universal manners.

“Thank You” and “You’re Welcome” Most people know to express their thanks for gifts, favors, awards, and the like. But we sometimes fail to recognize and show appreciation for the everyday courtesies that come our way, such as when someone holds the door or lets us go ahead in line. Small kindnesses can go almost unnoticed if people are too busy or self-absorbed to care. Expressing thanks for these little services is a hallmark of civility. When someone says, “Thank you,” the best response is, “You’re welcome.” Don’t be bashful— accept the credit for your kindness. It’s subtle, but an “It was nothing” is actually saying that you place no value on what you did. So don’t brush off an expression of gratitude. By accepting thanks graciously you can also encourage the “thank-you” habit. “Excuse Me” “Excuse me,” “Pardon me,” and “I beg your pardon” all express your awareness that you’ve inconvenienced someone else. Bump into someone? “Excuse me” lets the person know that it wasn’t intentional and calms the situation. Make it a habit to excuse yourself whenever you do the following: • Make a necessary interruption: “Excuse me, but you have a phone call.”

• Make a request: “Excuse me, but this is the nonsmoking section.”

• Acknowledge an error: “Excuse me. I didn’t realize that you were already waiting in line.”

• Acknowledge a faux pas, such as burping: “Excuse me.” • Leave a conversation: “Excuse me, I wish I could chat longer, but I have to leave now.”

• Get up from the table: “Please excuse me.” “I’m Sorry” Making and accepting apologies gracefully are acts of courtesy and maturity, and they are important for matters both big and small . Sincere apologies can defuse volatile situations; it’s hard for most people to remain angry with someone who takes responsibility for his own actions . “Jennifer, I’m sorry. I shouldn’t have borrowed your sweater without asking. I’ve had it dry cleaned and I won’t do it again.” “I’m sorry” is also one of the simplest and often kindest ways to express sympathy or regret. A job loss, an illness, a death in the family, or the loss of a pet are all times when you might say “I’m sorry.” At these times, keep it simple— you don’t need to elaborate. “I’m sorry you’ve had such a tough time. I’ve been thinking about you.” (For more on expressing sympathy or condolence, see Chapter 46, “Loss, Grieving, and Condolences.”) The Courteous “No” How do you politely turn down an offer, request, or invitation? It’s amazing how often people are hesitant to say “no” when they really want to. Honesty is one of the bedrock principles of good manners. The simple “No, thank you” learned in childhood should be part of every adult’s daily vocabulary. Everyone understands that “no” is a necessary answer sometimes, but how you deliver the message is what counts. Here are ways to help you say “no” considerately and effectively: Count to ten. Take a moment to weigh your pros and cons, and evaluate your limits (time , money, interest). The result is that you’ll have the power of your convictions, making the “no” easier to deliver and easier for the requester to accept. Accompany a “no” with a positive comment. “No, but thanks for asking me,” expresses appreciation for the person’s thoughtfulness. Give a good , honest reason when possible. “No, I’m swamped with my work schedule.” “No, I give to other charities.” “No, Joe and I have plans Friday, but maybe next time.” Give a reason only if it’s truthful and helpful to your response.

Avoid equivocating. A reasonable “no” isn’t a cause for guilt, so don’t hem and haw. “I don’t think I can” or “I probably shouldn’t” gives the impression that you haven’t decided and leaves the door open for further persuasion. Failing to be definitive can prolong the discussion, to everyone’s discomfort. Don’t open the door to future requests. Unless you’ll welcome them, respond clearly: “No. With my work schedule, I really can’t. I’ll let you know if my situation changes.” If you’d like to help in the future, say so: “No, I can’t help this time, but please call me for the next project.” Beware of Traps! It’s okay to resist someone’s campaign to change your mind: Flattery: “Your pumpkin pies are so good. How about five for Thanksgiving dinner?” “I’m glad you like them but I only have time to bake two.” Bullying: “You’ve got to help out. Everyone else is calling two hundred names on the list.” “Next time I’d be happy to, but right now it’s not a possibility.” Making it your problem: “I’m so swamped! Could you just . . .” “I’m sorry you’re swamped, but I have to meet my own deadline.”

Is That Your Final Answer? When someone says “no,” turning down an invitation or request, it’s important to respect his or her decision. Trying to cajole a “yes” or giving her the third degree and then arguing each excuse is both insensitive and rude. Of course, if the two of you have been trying to match your calendars for a dinner date, by all means propose an alternate. The invitation has already been tacitly accepted and you’re both just trying to find the right time. [GREETINGS AND INTRODUCTIONS] Greetings and introductions get things going, bringing people together in a positive way. From a casual wave to the most formal presentation, they’re basic to civilized interaction in all societies, though the forms may differ. Every greeting and introduction is a chance to show your respect for others and to create a favorable impression of yourself. So the most important thing is to do it—make a conscious effort to say “hello” even when you feel a bit grumpy or shy, and make introductions even if you aren’t quite sure of the finer points of who is introduced to whom. The Essentials of Greeting Others For most people, greeting others is so ingrained that they hardly notice doing it . Yet when a normally friendly person doesn’t wave at her neighbor or say “good morning” to coworkers, they notice —and may think something’s wrong. Usually, it’s unintentional— the person is preoccupied, late for an appointment, or she just didn’t see you. Still, people do notice and tend to assume the worst when we don’t say hello. The best place to cultivate the greeting habit is at home. It takes only seconds to acknowledge the people we live with, yet how often do busy families actually say “good morning” to one another? How frequently is someone welcomed home from work with a simple “Hi, how was your day?” which sets a positive tone? Informal Greetings An informal greeting may be spoken, gestured, or both. “Hello” and “hi” (or the even more casual “Hey,””What’s up?” or “How’s it going?”), said with a smile and accompanied by the person’s name if you know it, are the typical casual greetings. “Good morning,” “good afternoon,” and “good evening” are a little more formal, but also commonly used. Saying “hello” doesn’t obligate you to stop and chat, so don’t hesitate to greet someone just because you’re in a rush. If the person wants to talk, briefly explain your hurry and part graciously. It’s only right to be courteous to people in general, so also don’t forget to greet the people who serve you, such as cashiers and receptionists. When someone’s too far away to hear or when it would disturb others, a spoken greeting may not be possible. In that case, a smile and a nod or wave will do . During a religious service , lecture, or live performance where it could be distracting and disrespectful, just smile and save your “hellos” for later. Formal Greetings In certain situations the greeting is more formalized, such as at a business meeting with prospective clients, a formal event where participants may not know one another, in a receiving line, or at a state occasion. Instead of “Hi” use “Hello,”“How do you do?” or “Good (morning, afternoon, evening)” along with the person’s title and last name: “Hello, Mr . Carpenter” or “Good afternoon, Madam Secretary.” “How do you do?” is another option. Formality is also conveyed by your tone of voice and even your posture. Make an effort to stand up straight, look the person in the eye, and speak clearly. Formal greetings should be pleasant and genuine, but not effusive. Standing . . . or Not Whether you’re male or female, rising to greet someone who just entered a room is a time-honored display of respect. Old rules about men rising while women remain seated have gone by the wayside. Today, it’s appropriate for a woman to stand and offer her hand in greeting to either a man or another woman, and it’s the norm in business situations because they are gender neutral. Standing to greet anyone instantly puts everyone on the same level, namely eye level. It’s especially important to stand when the person you’re greeting is • older than you. • senior to you in business. • someone you’re meeting for the first time. • someone who is traditionally shown special respect, such as the head of a company, an elected official or a representative of a foreign country, or a member of the clergy or a religious order. Hosts and hostesses should rise and go to greet all arriving guests at social events, but once the party is under way, it isn’t necessary to stand every time someone enters a room. It’s okay not to stand when • you have an injury or disability. • you’ve already greeted everyone once. • you’re trapped at a restaurant table or booth. • coworkers pop in and out of your office space. If possible, make a “half up” gesture, a little rise out of your seat, signifying that you would stand if you could. While it’s nice to meet on an equal level, when this isn’t possible or practical keep a little distance so you don’t tower over the seated person. Bending forward a bit will help everyone hear the introduction in a noisy setting. (For more on business greetings, see Chapter 34, “Workplace Relationships.”) Handshaking Ritual handshaking dates back at least to ancient Egypt and Babylon. An open right hand signified that you weren’t carrying weapons and that you came in peace. Today, a handshake is a gesture of friendship and good faith (as when people seal a deal by shaking hands). In the United States, a handshake, rather than a bow, salaam, wai, or kiss, is the way we greet others. Both men and women shake hands, and either may offer their hand first. There are four steps to a handshake: 1. Extend your right hand, thumb slightly separated, creating a V between the thumb and the forefinger. (It’s fine to extend your left hand if you have an injury, infirmity, or don’t have a right hand.) 2. Clasp the other person’s hand, palm to palm with the Vs interlocking. 3. Grip firmly— but not too hard!— and shake two or three times. Use about as much pressure as it takes to open a refrigerator door. 4. Release and lower your hand. Remember, a handshake is an offer of friendship. If your grip is really weak (the “dead fish”) you’ll appear cold and disinterested. A bone crusher, however, can cause injury— hardly a friendly gesture. Don’t exaggerate the shaking— it should move through a range of about 5 to 6 inches. Finally, don’t place your free hand on top of the clasped hands or clasp the other person’s wrist, as both of these gestures express dominance. You can sense when offering your hand wouldn’t be appropriate. Shaking hands will inconvenience a person who has a hand, arm, or shoulder injury, or who is carrying things in both hands. In some cultures, touching hands is offensive or may be prohibited between men and women. If this is the case, smile and use an alternative gesture, such as a slight bow of your head. Make sure you greet the person respectfully and with genuine enthusiasm. Convey with words what the handshake would have expressed: “I am so glad to meet you.” (For more on greetings in other countries, see Chapter 9, “Traveling Near and Far.”) When Someone Doesn’t Shake Your Hand We’re so accustomed to having the offer of a handshake accepted that when it’s not reciprocated, it creates an awkward moment. Why isn’t someone accepting my offer of friendship? Just lower your hand and ignore any awkwardness, even though offering your hand is correct. An Exception or Two If someone has an obvious disability, such as a right hand or arm that is missing or in a cast, it’s fine to shake his left hand with your left hand. A person with a chronic ailment, such as arthritis in their hands, may not want to call attention to their situation every time a handshaking opportunity arises. Even so, a firm handshake may be painful, but refusing without giving an explanation would most likely be seen as rude. A simple alternative is for the person to grasp the extended hand with both her hands and press as firmly as is comfortable while exchanging greetings. Here’s a case where the two-hand clasp is acceptable. four steps to a correct greeting It’s true: First impressions do count. The image you project when meeting someone for the first time can be permanent. If you smile and convey confidence and composure, you’ll make a positive and long-lasting first impression. STAND UP. If there’s no room to stand— briefly lift yourself out of your chair, extend your hand, and say, “Please excuse me for not standing. It’s nice to meet you.” SMILE AND MAKE EYE CONTACT. Your smile conveys warmth and openness; looking a person in the eye clearly shows that you’re focused on them. SAY YOUR GREETING. The direct “How do you do?” “Hello,” or “It’s a pleasure to meet you” are all good openers. Repeating the person’s name also helps you remember it. SHAKE HANDS. Grasp the other person’s hand firmly, shake two or three times, let go, and step back. When You Can’t Shake Hands There are times when it’s legitimate not to shake hands: if you have an injury, disability, or a cold , for instance. If someone extends his hand, smile and say, “I’m sorry, I hurt my arm and can’t shake hands right now, but I’m very pleased to meet you.” Giving a reason lets the person know that it’s not meant as an insult. Most times, it’s unlikely that a handshake will expose a person to serious illness. If you’re concerned about someone passing germs to you, you can always excuse yourself to wash your hands afterward. Regular hand washing—and more frequent hand washing when you have an illness or are traveling—should lessen the chance of spreading germs. Kissing, Hugging, and Other Affectionate Gestures It’s natural for close family members and good friends to kiss or hug when they meet if that’s their custom. However, kissing, hugging, and any physical contact beyond handshaking with casual acquaintances raises several issues. Should You Kiss, Hug, or Touch? Comfort levels regarding physical greetings vary greatly, so rushing forward to kiss or hug a casual or new acquaintance might cause the person real discomfort. In a diverse society, it’s also hard to know the many cultural and religious traditions and prohibitions involving physical contact— including restrictions based on gender. It’s best to limit touching to the offer of your hand unless you’re absolutely sure a person will welcome more intimate gestures. Other than handshaking , touching of any sort in business situations— especially between men and women and between superiors and subordinates— can be misinterpreted as harassment and have serious repercussions. While some people may regret the demise of the friendly pat on the back or the arm around the shoulder among colleagues, in today’s world it’s better to be safe than to risk reputation and career. Q: When outdoors, does a person have to remove his gloves when shaking hands? By the way, where we live, the winter temperature is often below freezing. A: When you meet someone on the street in the dead of winter, you can leave your gloves on. In warmer weather, people normally remove their right glove to shake hands. If you’re wearing heavy or soiled work gloves or padded sport gloves, like ski mittens, you may simply forgo handshaking. Except for very formal occasions and receiving lines, gloves are removed indoors. How do you avoid bumping heads when greeting with a kiss? There’s a simple guideline for dodging a collision when greeting with a kiss: right cheek to right cheek. If you turn your head slightly to the left, the other person will instinctively follow suit. How does the two-cheek, or European, kiss work? Kissing both cheeks is a traditional greeting in many cultures. Some even go for the triple or quadruple kiss. Kissing is usually accompanied by an embrace, which may be close or involve only arm touching. While they are facing and hugging, each person turns his or her head a bit to the left and offers the right cheek, then the other. Usually, warm words are exchanged during the greeting. The cheeks don’t actually have to be kissed with the lips ( known as an “air kiss”); a cheek -to-cheek touch is common. To avoid an awkward accidental kiss on the lips when moving cheek to cheek, lean back slightly in the middle before leaning in to kiss the other cheek. What about hand kissing? You may encounter hand kissing on occasion, though it’s not customary in the United States. A woman extends her hand palm down, and a man holds it lightly, bows, and quickly kisses the air just above the hand— without lip-to-hand contact. How do you signal that you don’t want to be hugged or kissed? You can extend your hand with a fairly stiff arm, shake hands, and then take a step back. Most people will respect the space you create with your body language. Sometimes you can’t avoid the contact, and it’s best to grin and bear it, backing away a bit once the person has released you. Q: I noticed a client sneezing into his hand. A few minutes later, my boss introduced me to him. I didn’t want to shake his hand, but I did. Was there any other option? A: No, not really. Know that you did the right thing (assuming that your next stop was the restroom for a thorough hand washing with soap and hot water). If you didn’t shake, the client would have wondered what was wrong with you, and your boss would have been embarrassed by your actions. The High Five and the Fist Bump Not every greeting calls for a formal handshake. Among friends or peers informal greetings such as the high- or low-five palm slap are common. You’ll often see athletes or friends high-five after scoring points or receiving news of a success. The fist bump or knuckle knock is when two people bump fists lightly. It’s used as a greeting or in place of the celebratory high five. While fine to use among friends, stick to the tried-and-true handshake in business or when meeting someone for the first time. A Graceful Exit When a greeting is followed by some conversation, departing requires more than a brusque “bye” or “see you.” The traditional parting is still “good-bye,” normally said with some pleasantry that winds the conversation down, such as “It’s been so good to see you” or “I have to go now , but I’ll call you next week.” “I’d Like You to Meet . . . ” The only true breach of introduction etiquette is to fail to make one when you’re with people who don’t know each other. Making errors in the order or names, forgetting or mispronouncing a name, or using the wrong title are minor mistakes (and easily corrected) compared to the discourtesy of neglecting to make the introduction at all. Before an event, do a little homework. For example, if you’re planning to entertain and introductions will be required, brush up on pronunciations and correct titles before the party. If you’re attending a meeting at which you are likely to be introduced, ask for a list of who will be there and familiarize yourself with names and titles in advance. The following guidelines will help make introductions go as smoothly as possible for both parties.

When You Are Making the Introduction . . . • Look at the person you are speaking to first; then turn to the other person as you complete the introduction. • Speak clearly. A muffled or mumbled introduction defeats the whole purpose. • State your introductions courteously. The basic language is well established: “I’d like to introduce . . . ,” “May I introduce . . . ,” “I’d like you to meet . . . ,” or, more formally, “May I present . . . ” It’s considered impolite to make an introduction in the form of a command, such as “Harry, shake hands with Mr. Malone” or “Ms. Benson, come here and meet Mr. Simpkins.” • Introduce people by the names and titles they prefer. In more formal situations or when there’s an obvious age difference, it’s best to use courtesy titles and last names: “Mrs. Miles, I’d like you to meet Mr. Akira.” This allows Mrs. Miles to invite the use of her first name, if she chooses: “Please call me Judy.” In casual settings or if the people are near in age and status, it’s helpful to introduce them using first and last names: “Judy, this is Tom Akira. Tom, this is Judy Miles.” You can also use a nickname if you know the person prefers it. • Teach children to use adults’ titles unless an adult specifically asks to use his or her first name: “Mrs. Miles, this is my nephew Benji Rose. Benji, this is Mrs. Miles.” (For more on introduction etiquette for children, see Chapter 40, “Children and Teens.”) • It’s fine to skip last names when introducing your spouse and children. Do include last names when your spouse or children have a different last name. • Introduce other family members by their full names unless they request otherwise, and it’s also nice to mention the family relationship. “Uncle Jonas, I’d like you to meet Matt Winnett. Matt, this is my great-uncle, Jonas Quinn.” • Name group members first. When introducing someone to a small group, this strategy is practical and gets the group’s attention: “Louise, June, Will, I’d like to introduce Curtis Tyler. Curtis, I’d like you to meet Louise Oliver, June Weaver, and Will LaGasse.” • Start a conversation. Try to find some topic the two people have in common: “Sam, Roger is a NASCAR fan, so he might like to hear about your trip to Daytona.” When You Are Being Introduced . . . • Listen carefully and focus on names. “It’s nice to meet you, Liz” is an excellent way to cement the name in your memory. If you didn’t catch a name, simply ask: “I’m sorry, but I didn’t get your last name” or “Could you please tell me your name again?” • Respond graciously. After a formal introduction, the traditional response is “How do you do?” But “Hello” and variants of “I’m pleased to meet you” sound less stilted and are suitable for both formal and casual situations. Using the person’s name adds warmth to your response. • Use the names by which people are introduced. If someone is introduced as “Peter,” don’t call him “Pete” unless he says to. If a person is introduced with a title, use it in your response. Always avoid familiar or sexist terms such as “sport,”“buddy,”“pal,”“sweetie,” and “honey.” • It’s okay to correct a mistake right up front. If the person doing the introduction makes a mistake, you can graciously say, “Actually, I go by Patti.” • When you’re repeatedly introduced incorrectly, say by a title or nickname you don’t like, take the person aside and tell him as nicely as possible: “I use Michael now. Would you introduce me that way?” • Wait until all introductions are complete before conversing. Don’t jump the gun and start talking before others in the group have been introduced. • Listen for conversational cues. “My neighbor,” “my sister,” or a professional title can provide an opening for conversation. When Someone Forgets to Introduce You . . . The scenario: You’re talking with someone when a third person approaches. The person with you greets the new arrival but doesn’t introduce you. They start talking, and you feel like a third wheel. Chances are the person who fails to introduce you assumes that you know the third person . Or she may have blanked on your name and is desperately hoping you’ll speak up. When there’s a little break in the conversation, address the newcomer with a pleasant “Hi, I don’t think we’ve met; I’m Andrea Stein.” Problem solved for everyone. Self-introductions It may take a little courage to approach someone you don’t know, but introducing yourself is really one of the easiest introductions . After all, you only have to remember your own name. At large social events, it’s often impossible for the hosts to introduce everyone, so be prepared to introduce yourself. Even in the most formal setting, self-introductions are expected and relatively casual. “Hello, I’m Justin Vail” is usually enough to start. A simple reply, such as “Hi Justin, I’m Maria Fuentes. It’s nice to meet you,” and you can begin a conversation.

six introduction mistakes Most introduction mistakes are the result of forgivable memory lapses or nervousness. But the mistakes below show insensitivity or tactlessness. LOOKING AWAY. Eye contact is critical in an introduction. People who look over others’ shoulders and around the room while involved in introductions are saying by their action that they really don’t care. MAKING TOO-PERSONAL COMMENTS. Divorces, bereavements, job losses, illnesses, and/ or rehab history are topics too intimate to raise during an introduction. INTERRUPTING. When others are engaged in serious conversation, don’t break in to introduce someone else. Wait for a more convenient moment. DEFERRING TO ONE PERSON AT THE EXPENSE OF THE OTHER. Be sure that both parties are included in any conversation that follows an introduction. GUSHING. Most people are embarrassed by overly enthusiastic introductions. MAKING SOMEONE WAIT TO BE INTRODUCED. When someone new joins a group already in conversation, put the conversation on hold and make the introduction. “Excuse me. Hi, Jane, nice to see you. Have you met Abby and Jack?” when someone introduces himself to you When someone who doesn’t know you introduces him or herself to you, introduce yourself in return. There’s nothing worse than introducing yourself, “Hi, I’m Debbie Porter,” only to have the other person respond, “Hi.” There’s no way to gracefully start a conversation or find out the person’s name except to ask, “And your name is?” How awkward! name tags Name tags are worn on the right-hand side of your shirt, sweater, or jacket. When you reach to shake someone’s hand your eye is drawn to their right side, making a peek at the name tag more natural.

When introducing yourself to a group of people, wait for a natural break in their conversation . Then just say “Hello” and your name. You may want to explain your interest in the group: “Hi, I’m Justin Vail. This is my first Community Trails meeting and I was wondering about tonight’s agenda.” Asking for assistance or information can be an effective way to join in the conversation. Handling Mistakes Though it may be embarrassing to get a name wrong or draw a complete blank, such lapses aren’t rude— just very human! If you can’t remember a name . . . Don’t panic! Embarrassing as it may be to stumble over a name , don’t fail to attempt an introduction. If the person is attentive, he may see your hesitation and cover for you by introducing himself. Just apologize quickly: “I’m so sorry— I’ve forgotten your name.” And if you aren’t sure of someone’s last name just say so. The person should fill in the blank for you. And if someone’s forgotten your name, do the kind thing. Help them out of their jam by extending your hand and saying, “Hello, I’m Kathy Smith. It’s so nice to meet you.” If you get a title wrong . . . If you use an incorrect title, the person may make the correction during the introduction or tell you later. Apologize for your error and make an effort to remember the title in the future. If you mispronounce a name . . . It’s all right to ask someone to say their name in an introduction: “I’d like you to meet our new neighbor, Charles. Charles, would you please say your last name? I’m afraid I’ll mispronounce it.” When you mispronounce a name, apologize when the mistake is pointed out. When you know that you’ll be expected to introduce a person whose name you aren’t sure how to pronounce , ahead of time ask the person or someone else who knows.

CHAPTER 3

Common Courtesies

Ask a group of people if we are ruder today than ten years ago and the majority will answer with a resounding yes. Are we? In our hectic, crowded world it’s easy to focus on our own particular agenda, oblivious to those around us. We forget that people can actually hear us talking on a cell phone or belting out the song on an MP3 player. When we feel anonymous, it somehow gives us permission to behave less courteously than we would with people we know— making a rude gesture to someone who cuts us off, berating a slow cashier, screaming obscenities at a referee. We don’t mean to be rude . . . we’re just in a hurry. Being courteous means taking personal responsibility for the way our actions affect others, showing respect for the space we share and the well-being of those we share it with. The small courtesies that we afford one another keep our interactions with strangers civil and even pleasant. [START WITH A SMILE] What little Orphan Annie said is true: “You’re never fully dressed without a smile.” A smile on your face and a positive attitude automatically improve the atmosphere wherever you are. Common courtesy starts with acknowledging those around you pleasantly. All it takes is a quick “Hi” to the bus driver, a “Good morning” to each person as you arrive at work, a “Hi, I’m home” to your spouse or housemates. Your tone of voice also projects courtesy. Being gruff or sarcastic robs any greeting of its sincerity. [COURTESY BEGINS AT HOME] It makes sense that the consideration, respect, and courtesy you show coworkers or even strangers should apply to your families and housemates. Adults who treat each other well are also setting an example for children. • Greet your family or housemates each day— in the morning and when you return in the evening. • Pick up after yourself. • Don’t leave routine chores for others. Empty the dishwasher when it’s clean. • Be on time for meals, activities, and appointments. • Consult those involved before you make any social commitments. Your plans for a birthday bash at home may clash with your housemate’s need to study for the bar exam. • Avoid put-downs and discuss disagreements in private. Kids especially pick up on and are influenced by negative language and heated arguments. • Notice, notice, notice. Say “thanks” when someone does you a favor and give compliments when you can: “Thanks, Hank, for emptying the dishwasher.” “This chicken is awesome!” • Respect each other’s privacy. • Respect each other’s views, even if you don’t share them.

[BE ON TIME]

It’s never fashionable to be late whether it’s for business or a social engagement. At the very least, lateness is a sign of disorganization; at its worst it screams, “I am more important than you or this occasion.” In business, being late could cost you a job or a contract. For a social invitation, always arrive at the time specified or within the next ten minutes , at most. It’s awkward to arrive early because you’ll interrupt your host, who may be finishing last-minute preparations. In business or for any appointment , it’s a good idea to arrive a few minutes early so that you have time to freshen up and collect your thoughts. In either case, if you’re going to be unavoidably late, call as soon as you realize the problem and give an ETA. (Now we love that cell phone!) If you’re the victim of a habitual latecomer, allow a fifteen-minute grace period, then go ahead with your program— serve the hot hors d’oeuvres or call everyone to the table. When Mr. Tardy arrives, greet him pleasantly and then serve whatever course is in progress. If that’s dessert, so be it!

[HATS OFF]

Removing your hat is a sign of respect that has a long history in western culture. When a man of lesser rank entered the dwelling of a person of higher rank, he removed his hat or helmet. Baring his head was a sign of vulnerability and showed that he posed no threat, essentially acknowledging that the person of higher rank had power over him. If you follow up the hierarchy of rank, the only person left with a hat on was the king wearing his crown. Hats, including the king’s crown, were removed in places of worship, acknowledging that spiritual authority outranked temporal authority. Today, removing one’s hat is more than a nod to tradition. It allows us better eye contact, which is a sign of respect and acknowledgment. Men and women either remove or leave hats on depending on the place, whether they are in or outdoors, and in some instances depending on the type of hat itself.

Head coverings worn for religious or cultural reasons aren’t usually removed indoors. If you’re attending a religious service in a tradition outside your own, call ahead or check with someone of that faith about appropriate head wear and attire for visitors.

Chemo Caps

Cancer patients are exempt from hat rules. They may keep their hats on at all times if they wish.

[OUT IN PUBLIC]

You may feel anonymous, but you certainly aren’t invisible, so give some thought to how others might see you. Check your volume. Public places are noisy by nature, but don’t add to the din by talking louder than you must. Go easy on the cell phone . Try to find a more private place where your call won’t disturb others. Watch your mouth! Curse words that may not faze your peers are likely to offend those who overhear— and it’s hard for people not to overhear. Be especially mindful when young kids are present. If you need a mirror, find a restroom. Freshening lipstick is okay, otherwise do your grooming and makeup in private. Chew gum unobtrusively. Cracking, smacking, or chomping away in a mechanical rhythm is unattractive. Public displays of affection. In public, holding hands, walking arm in arm, or exchanging a light kiss with your significant other can be charming, but prolonged and passionate embraces and kisses are inappropriate. Keep it green. Throw all your trash into the nearest trash can or recycling bin. If you don’t see a wastebasket nearby, hang on to your trash until you can dispose of it properly. Don’t spit. Spitting on the pavement is nasty, unhygienic, and rude. Take care if you’re a smoker . Only smoke in designated areas. Don’t flick butts onto the street: They may be small, but they still qualify as litter. Avoid smoking in or near entryways.

Waiting in Line

“Next . . . ”

It seems as if half our lives are spent waiting in line— at the grocery checkout, at the airport check -in, at the movies. Line manners are simple and they’re the same ones you learned as a preschooler— one at a time; wait your turn; be patient; no pushing, shoving, or shouting; and no “cuts” or jumping ahead of people who arrived before you. When you’re stuck in a line , what can you do to pass the time? First, check to make sure that when it is your turn, you’re ready with all the right documents, coupons , or payment. As long as you keep up with the line, it’s okay to occupy yourself with activities that won’t bother those around you: Text or email from your phone, read a book or magazine, listen to music with earbuds. It’s even okay to strike up a casual conversation with your line mates as long as it’s welcome and you keep the volume down. What’s not okay? • Making long or private calls on your cell. • Racing to get ahead of someone who’s about to get in line. • Complaining out loud about the wait. • Getting in the express lane when you clearly have more than “10 items or less.” • Holding space in a line for friends who are paying separately from you. Of course, it’s kind to let someone who has only one or two items or a quick question go ahead of you. And when it is your turn, be sure to greet the person helping you with a smile. It’s not their fault the line is long. Complete your transaction as efficiently as you can.

[THOSE WHO SERVE YOU]

Salesclerks, cashiers , customer service representatives, flight attendants, taxi drivers, bus drivers, waitstaff, hotel staff, household help— there’s no excuse for treating people who serve you rudely or disrespectfully . It’s your responsibility to be courteous and respectful. You don’t have to become best friends, but there’s no doubt that a pleasant manner will make others feel better and it will get you better service. That’s true whether your interaction is in person or on the phone.

[HOLDING DOORS AND HOLDING CHAIRS]

In the past, men showed deference to women with many of these small courtesies: holding doors and chairs or walking on the street side of the sidewalk. Following the Women’s Movement in the late twentieth century, many women viewed such courtesies as condescending and demeaning— at the very least, unnecessary. What was a man to do? He was trapped in a double standard: a chauvinist if he held the door, an ill-mannered lout if he didn’t. As with all manners, even the common courtesies get a makeover now and again. In this case, it isn’t the manners themselves that have changed, but who is responsible for performing them. Nowadays, everyone agrees that holding the door for the next guy is still a “nice thing to do,” and that all able-bodied people, regardless of gender, should do so as a matter of course. But on a date, many women still appreciate it when a man uses these traditional courtesies.

“After You . . . ”

Today whoever gets there first opens and should hold the door for the next person. If a man isn’t sure whether he will offend a woman or be appreciated, he can simply offer her a choice: “May I get the door for you?” She can reply either “Thanks!” or “No thanks, I’ve got it.” When you and a stranger of either sex approach a door at the same time, it’s polite to open and hold the door if he or she is elderly, disabled, carrying a package, or managing small children. Most important, don’t ever let a door close on the person behind you after you’ve just walked through. What about revolving doors? The person who arrives at the door first enters and pushes, or gives the option, saying, “May I start this for you?” Once through the door, either keep moving or step aside, usually to the right, out of the line of entering and exiting traffic, to wait for companions.

In an Elevator

The guidelines for entering and exiting an elevator are much the same—whoever’s in front goes first. Once you’re inside, after pushing the floor button move as far to the back of the elevator car as possible. If the car’s so crowded you can’t reach the button, ask someone else to push it for you: “Ten, please.” If the elevator is already jammed with people, don’t squeeze your way inside. Yes, it’s frustrating if you’ve waited a long time for it to arrive, but be patient and wait for the next car. The same holds true when you find the door closing as you approach. While it’s a nice gesture for a passenger to hold the door for you or push the “door open” button, it’s equally thoughtful to allow the passengers already aboard to go ahead without you: “I’ll catch the next one, thanks.” While in transit, don’t stare at others or sing along with your MP3 player. The mirrors are to make the space seem larger, not an invitation to comb your hair or check your teeth.

If you see someone you know on an elevator, it’s fine to say “Hi” or make a general remark, but be careful about going further unless you’re the only two people aboard. A brief chat is fine, but a gabfest complete with laughter and personal details is annoying to your captive audience.

In the Car

It’s a real courtesy for both men and women to open a car door for a person who is elderly or who has a disability and if needed, give them a hand. Probably every male teen learned on prom night that a sure way to impress his date was to go around and open the car door for her. That was probably the first— and last— time, as most young women aren’t inclined to sit and wait while their date scurries around to get the door. The wise man will ask, “May I get the door?” and the polite woman will respond, “Yes, thank you,” or “No, but thanks. I can manage it.” Be aware that limousine and car service drivers are trained to open doors for their customers, so let them do their job and enjoy the extra service.

In a Taxi

Taxis present their own problems starting with the fact that, for safety’s sake, passengers should exit and enter only on the curb side. So, should a man hold the door and let a woman enter first? Now the woman has to slide across the seat, which could be awkward, especially if she’s wearing a skirt or dress. Alternatively, the man slides in and lets the woman get in last and deal with the door, both on entering and exiting. It’s always a good idea to ask, “Would you like to get in first, or shall I?

Holding Chairs

Tradition says that a man holds the chair of the woman on his right to assist seating her at the table. Today , women seat themselves, if they wish. At a business meal, men and women seat themselves. However, it’s wise to ask an older female client, whose standards may be of a previous era, if she would like her chair held. It’s never wrong to ask any woman, “May I hold your chair?”

[KEEP RIGHT, PASS LEFT]

Stairs, Escalators, and Moving Walkways In general, keep right and pass left just as you do when driving. If you’re the one who needs to pass, signal with a polite “Excuse me.” • When it’s crowded, try to leave some space between you and the person in front of you. • Be careful with luggage, backpacks, briefcases, and handbags so that they don’t knock anyone around you. • When you exit, keep moving or step out of the traffic so that you don’t cause a logjam or an accident.

On the Sidewalk

In bustling cities, sidewalk etiquette is all about bobbing and weaving as expertly as possible— which means maneuvering past others without jostling or interrupting their path. It helps to keep your eyes looking ahead to find the clearest path. Here are some other ways to go with the flow: • If you’re with a large group, break up into twos or walk single file. • Leave some space between you and the person in front of you. • Allow about three steps’ worth of space before you cut in front of another pedestrian. • Use caution going around the corners of buildings to avoid a collision with someone coming round the other way. • Keep your elbows in and make sure umbrellas, briefcases, or backpacks don’t bump others, especially when you turn. • Be aware that you need more space when pushing a stroller or pulling luggage. • Don’t make sudden stops— move to the side, out of the flow if you need to stop, slow down, or have a conversation with someone you’ve just bumped into. • If you accidentally brush or bump someone, be sure to say “Excuse me.” • As for jaywalking, use common sense. Even if it’s not illegal where you are, it’s still dangerous.

echoes of tradition

The old rules for the ways men and women walk together and go through doors may have changed, but there are still plenty of people who prefer the traditional way of doing things, particularly on social occasions. Gentlemen, here’s a rundown: • On the street, a man traditionally walks on the curb side of a woman— shielding her from the hazards posed by passing horse and buggies, now cars, splashing through puddles. • A woman precedes a man through a door, on an escalator (unless she needs help getting on or off), or in a narrow outdoor passageway. • A man precedes a woman into a dark street or building, down a steep ramp or a slippery slope, on rough ground, and through crowds, taking her hand or arm as necessary. • In times gone by, a man regularly offered his arm to a woman. Today, that’s usually the case only if he’s an usher at a wedding, the woman is his partner at a formal dinner, or he’s walking with an elderly woman or someone who needs assistance.

umbrella tips

Handle your umbrella so that you disrupt others as little as possible. • Raise it straight up when passing other pedestrians. • Don’t tip it so far forward that it blinds you to oncoming foot traffic. • Throw away any umbrella with exposed spokes— they’re just waiting to poke someone.

Joggers, Rollerbladers, Skateboarders, and Bikers

The general rule? Anyone who is moving slower than you has the right of way. Jogging or rollerblading on a suburban neighborhood sidewalk is fine so long as the sidewalk is relatively empty. Crowded city streets are another story; either go for your run in the early morning or find a recreation path. Skateboards aren’t just for sport; some people use them, or Razor scooters, as a speedy way to get around. Most riders are looking for the shortest distance between two points, which is usually a combination of the street and sidewalk, but they should keep clear of pedestrians . That doesn’t mean passing with an inch to spare— give them a wide berth and take care not to startle them. The same concept applies to Segways, motorized scooters, and chairs: The pedestrian has the right of way. Bicycles are meant for streets, not sidewalks. Stay on the road or bike path so you don’t endanger pedestrians. On a bike path, keep right, except to pass, calling out, “On your left,” as you overtake a biker or walker. On the street, you’re subject to the same rules as automobiles. And “sharing the road” means riding single file to let cars pass. (See also Chapter 10, “Sports and Recreation.”)

Walking the Dog

Whether for exercise or “relief,” you have extra responsibilities when Fido is with you. The number one rule is that your dog should always be under your control. People who walk their dogs on sidewalks should always use a leash and make sure the dog doesn’t block traffic or trip someone. For better control, use a short leash in areas where you’re likely to encounter skaters, joggers, or cyclists. Rule number two: Scoop the poop. It’s the law in most urban municipalities, but law or no law, pick up after your dog on the sidewalk, recreation path, dog park, or neighbor’s lawn. If your dog’s a barker, leaving him tied to a parking meter or post while you shop will disturb both passersby and other patrons. Before letting your animal socialize with another dog, ask the owner’s permission first. The same goes twice over for children. Before allowing your dog any physical contact with kids, ask the parent, “May my dog say hello?” Make sure the dog doesn’t jump up, bounce off, or nuzzle the child. Medium and large breeds are face-to-face with babies in strollers or toddlers on foot. Adults and children alike can be afraid of dogs, so ask anyone who will be around your dog, even briefly, if they’re okay with it. If you have any doubts at all about your dog’s behavior with strangers, keep your distance.

[ON PUBLIC TRANSPORTATION]

Whether you live in a large city with a crowded rapid transit system or a small town where you’re sure to find a seat anytime , you can help keep things running smoothly by being aware of what’s going on around you. • If the bus or train car starts filling up, move your bag or backpack from the seat next to you and stow it. • Offer your seat to anyone who seems to need it— a person with a disability, a pregnant woman, a parent with a baby or young children, an elderly passenger, a passenger loaded down with packages, or someone who appears frail. • When standing, move toward the middle or back of the bus or train car to make room for those boarding at the next stop. Say “Excuse me” to those in your way as you exit. • Unstrap your backpack and carry it in front of you or stow it. • Keep any conversation short and quiet. It’s easy to disturb others by shouting over the noise of the train, using foul language, or having conversations of a personal nature. • Text or email, but don’t subject your fellow passengers to long or private cell phone calls. Also, turn off your phone’s ringer. • Put a wet umbrella under your seat or flat on the floor at your feet. • If eating is allowed, candy bar– type food is okay, but avoid foods with strong, potentially offensive odors, such as raw onions or fried fish.

Riding the Bus

• When more than three people are waiting to board a bus, form a line. • Have your change or fare card ready. • Greet your driver pleasantly and say “Thanks” if you pass him when you exit.

On Subway and Commuter Trains

On a subway or other city train, if you’re standing by the doors either move aside or step outside the train car to give others plenty of room to exit and enter. Inside the train, move to the center of the car if you can. On a commuter train, most passengers are looking for a quiet ride. Be mindful of your fellow passengers, and keep cell phone calls brief and conversation quiet and to a minimum. Some trains have designated quiet cars where cell phone use isn’t allowed. Resist the temptation to put your feet on the empty seat opposite you or spread your belongings out over the seat next to you. Take any coffee cups or other disposables with you. It’s respectful of the next person who uses the seat, as well as the transit authority cleaners.

[IN TAXIS AND LIMOUSINES]

When hailing a taxi on the street, be sure not to jump in front of anyone who was there ahead of you. At a taxi stand, go to the end of the line and wait your turn. Once you’re in the taxi, give the driver clear directions and let him know if you prefer a certain route. It’s smart to have small bills in your wallet in case the driver isn’t able to make change. Most drivers will be able to change at least a $ 20 bill, but there are no guarantees. Tip according to quality of service. (See also Chapter 12, “Tipping.”)

Car Services

If you hire a limousine or car service to take you to the airport or elsewhere, don’t act as if you’re a pampered rock star. You’re not expected to become best buddies , but occasional small talk is thoughtful and might improve the service as well. When your destination is a remote location with no services and your driver has to wait for two or three hours, see that he has something to eat and drink. If you’re hiring the car yourself, ask if a gratuity is included in your bill. Some limo services don’t allow their drivers to accept tips. If the car’s been hired for you, it’s harder to know, but you can always ask the driver what the arrangement is. No matter the arrangement, if the driver has been with you all day, you might consider giving him something extra. (See also Chapter 12, “Tipping.”)

[COURTESIES FOR PEOPLE WITH DISABILITIES]

People with disabilities account for approximately 15 percent of the population of the United States. These 41 million individuals share the same human traits you do. Acknowledging this makes it easier to put aside any anxiety you might feel when you interact with people with disabilities and to just be yourself. Some courtesies that apply across the board regardless of the person’s disability: • Never stare at or make jokes or cruel comments about someone with a disability. • Respect their independence. A disability does not make someone helpless. • If you want to offer assistance, ask first, since people who’ve mastered getting about in wheelchairs, on a crutch or a brace, or without the benefit of vision or hearing may not need it. • Never ask personal questions of someone with an obvious disability. If he wants to talk about the condition, he will broach the subject. • Speak directly with the person, not through an attendant or companion as if the person with the disability isn’t there. • Some people with disabilities may have difficulty making eye contact, but that doesn’t mean they aren’t listening to you. • Never take the seats designated for people with disabilities. • Never park in a space marked “handicapped” unless you have a permit to do so.

Sensitivity in Language

Sensitivity starts with your language. Put people first by speaking of a “person with a disability” rather than a “disabled person,” an “invalid,” or a “victim.” Also refer to a “person with cerebral palsy” or a “person with epilepsy” (not a “paralytic” or an “epileptic”). The words deaf and blind are fine to use, but handicapped—and especially crippled—should be avoided. A person in a wheelchair is a “person who uses a wheelchair” not one who’s “wheelchair bound ” or “confined to a wheelchair,” both of which contradict the liberation that a wheelchair can provide. Also, many people who communicate via sign language prefer the word deaf over hearing impaired.

Magic Words— Another Take

“I know you’ve got this, but I’m here if you need me.” Or “I’m sure you do this all the time, but I’m here if you need a hand.” These are magic words to Owen, who has been a quadriplegic now for several years. He teaches them to aspiring rehab therapists. He likes it when people add, “I’m in no rush.” Memorize and practice these lines. With them you show that • You respect the individual’s independence. • You’re available to help if needed. • You aren’t pressuring the individual to hurry up and get out of your way. Given enough time, for example, Owen says he can open any door. He’ll be direct and ask for help— when he wants it.

Watching your language doesn’t mean banishing certain words and phrases. It’s fine to ask a blind person, “Did you see the president’s speech last night?” (the blind use the word see as much as anyone else), and to invite someone in a wheelchair to “go for a walk.”

People Who Are Hard of Hearing or Deaf

There are degrees of deafness, from partial loss of hearing in one ear to a complete lack of hearing. When you’re with someone who is partially deaf, it may only be necessary to speak a little more distinctly or to repeat a remark. If you know that the hearing loss is in one ear, sit on the side of the good ear at movies, a meal, or any other place where you may not be face-to-face. If someone is completely deaf, you’ll have more to consider: • If the person isn’t facing you and you need to attract his attention, a gentle tap on the arm or shoulder— rather than a shout— is appropriate. • Find out what the preferred method of communication is: lipreading, signing, or writing. • Speak slowly and clearly. Also be ready to repeat your statement in words of fewer syllables. • Speak in a normal tone unless you’re asked to change the pitch or rate. • Maintain eye contact and keep your head up so that your lips are easily seen. • Use meaningful facial expressions and gestures. • Don’t exaggerate your lip movements; distorted lip motions can confuse even the best lip-reader. • If speech alone isn’t getting a message across, it’s perfectly acceptable to gesture or write notes. • Never walk between two people who are signing; you’d be interrupting them. If you’re speaking with a person who has an interpreter, direct your attention to the person, not the interpreter. There’s no reason to fear you’re excluding her, since she understands her role and doesn’t expect to participate in the conversation. Likewise, if conversing with a person over a TTY or TDD (text telephone), address him directly, as if the mediator weren’t present . Don’t say, “Tell him that . . . ” or “Ask him to . . . ” (For more on TTY/ TDD phones, see “Text Telephones.”)

People Who Are Blind or Have Low Vision

While people who are blind or have visual impairments usually know how to get around— especially if they use a cane or a guide dog— there will be times when they may need assistance. For instance, if you see a dangerous situation, alert them: “There’s a hole in the sidewalk ahead. Can I guide you?”

Instead of taking the person’s arm, let him take your arm (press the back of your hand on his and he will take hold of your arm just above the elbow) and then walk one step ahead, pausing before any turn or obstacle and telling him what’s there. If the person uses a guide dog or a cane, walk on his opposite side. Indoors, warn of anything protruding at head level (hanging lamps or plants) or any pulled-out drawers or open cabinet doors. If you work with a person who’s blind or you engage in group activities with her, always identify yourself when in her presence. Just as important, always introduce her to a group so she knows who’s there. If you’re eating with her, do the following: • In a restaurant, offer to read the menu aloud. • Indicate where the condiments are on the table. • Using clock terms, let the person know where everything is on the plate: “Your pasta’s at your six o’clock”; “Your spinach is at your twelve o’clock.” • Only if she asks should you cut her food for her. When a person who’s blind visits your home, lead him to a chair and then place your guiding hand on the seat. He can then run his hand down your arm to find the seat and sit down. If he’s staying with you for any length of time, indicate where the various pieces of furniture are (then don’t move them) and keep doors completely opened or closed— never halfway open. Here are some more tips from the American Foundation for the Blind ( www.afb.org ):

Service Dogs

Not all service dogs are guide dogs. Dogs also devote their lives to aiding people who are deaf or physically or mentally disabled. While the person will welcome your comments on the good behavior and handsomeness of his dog, never pet, feed, or talk to the animal without asking the owner’s permission. Do hold the door for the person and his dog if he’s right behind you and do keep children from petting or playing with the dog. Attempting to gain the attention of the dog in any way will distract her from her important work.

• Use a natural tone of voice. Don’t speak loudly or slowly unless the person has a hearing impairment. • Feel free to use words, expressions, or adjectives that refer to vision. It’s fine to say, “Watch out for that step!” or “The ocean is a really deep blue today.” • When ending a conversation or leaving a room, make a point of saying good-bye so that the person knows you’ve left. • Never touch a person’s cane or service dog.

People in Wheelchairs

When you meet someone in a wheelchair, offer a handshake just as you would for anyone else, except when the person doesn’t have the use of her right hand. In that case, shaking her left hand is fine, as is gently touching her arm or shoulder as a welcoming gesture. It’s impolite to lean over someone in a wheelchair to shake a third person’s hand. And don’t treat the chair as you would furniture (leaning on the wheelchair, for example). A wheelchair is part of a person’s personal space, so treat it as such. When conversing, either pull up a chair and sit at her level or stand far enough away so that she won’t have to strain her neck to make eye contact. If a person gives you permission to push her chair, ask for instructions; otherwise, you could accidentally detach one of the parts by lifting the chair improperly. When pushing, watch the ground in front of you so that you can steer around potholes, animal dung, broken concrete, large cables, or other hindrances.

People with Speech Impairments

Speech problems range from stuttering to stroke-induced difficulties. If you listen patiently and carefully to someone with a speech problem, your understanding of his speech (or of any device he uses) will improve as he talks and your ear adjusts. Remain attentive to the conversation even if there are delays, and don’t complete sentences unless the person asks for help. If you don’t understand what he’s saying, ask a question that will help him clarify the part you missed. Some other tips for conversing with someone who has a speech impairment: • Don’t assume a person with a speech disability also has a cognitive disability. • Don’t pretend to understand if you don’t. Either ask her to repeat or repeat back what you think you heard for verification. • Give the person your complete attention. • If after repeated attempts you still don’t understand, try written communication.

People Who Have a Mental Disability

While people with physical disabilities find it difficult to maneuver through space, those with mental disabilities more often have trouble with basic social and communication skills— listening, comprehending , giving appropriate responses both verbal and nonverbal, and reading social cues accurately. As a result, they find themselves being treated as “different,” something to which they can be very sensitive.

People with mental disabilities feel things just as deeply as anyone else. When interacting with someone who has a mental disability, try the following:

• Get past the communication barrier. Give him time to express himself.

• Interact at an appropriate level. A person with a developmental disability may be more childlike, so interact with him at his developmental, rather than chronological, age. This doesn’t mean using baby talk but using simpler sentences.

• Be understanding. A person with a mental disability may have struggled his entire life; it’s accepting of you to try to understand what he’s feeling or trying to accomplish socially.

• Don’t ignore. If you’re in a group, make a point to include him in the conversation, then let it be his decision whether to participate.

[DEALING WITH RUDENESS]

One true test of good etiquette comes when grace and poise are challenged by inconsiderate behavior. Most people simply ignore rudeness, either because it happens so quickly they don’t have a chance to react or because they wish to prevent a minor incident from escalating into a more serious confrontation. While you may think that pointing out someone’s small error is no big deal , you never know how a stranger might react. Responding in kind is just as rude and can risk upping the ante. Give the person the benefit of the doubt: Most people don’t intend to be rude. That doesn’t mean you have to be a doormat, but before you say anything, size up the situation first: • Who is being rude? Is the offender a stranger or acting aggressively? If the answer is yes, you’re better off not responding than risk being a target of rage. • What’s your point? Pointing out a small error is fine: “Excuse me, but I think you’re in my seat.” However, it’s not your job to correct a stranger’s behavior: “Don’t spit on the sidewalk— it’s rude!” • Watch your tone. If you do choose to say something, keep your voice pleasant and your remarks neutral: “Excuse me, but that’s my shopping cart.” “Would you mind taking off your hat? I can’t see the screen.” • Don’t correct other people’s children. If there’s a problem, talk to the parent: “I know it’s tough for kids on airplanes, but could you ask your son to stop kicking my seat? Thanks.” • Take it higher. If your polite request isn’t complied with, take it to a person in authority. For example, if the little boy continues to kick your seat, talk to a flight attendant. And here are some other tips to help you keep your cool: • Don’t take it personally. Perhaps the offender is having a bad day. • Pick your battles. Sometimes it’s best to let it go. Will it accomplish anything to make a stink about the person who has 15 items in the 12-item line? Take a few breaths and ask yourself, “Is it really worth blowing my stack over this?” • Laugh it off. Maintaining a friendly demeanor and sense of humor can help. Just chuckle and change the subject.

CHAPTER 4

Your Personal Image

Whenever you ask, “How do I look?” of course you hope the answer is, “Fantastic!” We ask this question because we care about how other people see us. Caring is one of the keys to developing a good personal image. This image— what we wear, how we look— represents not just how we choose to present ourselves, but reflects the importance we attach to the occasion and the people we’re with. Styles change. There’s no question that casual, comfortable, and stylish describe how today’s American prefers to dress. Jeans, for example, are now a fashion must-have and are worn almost everywhere. Would Emily Post approve? Most likely, yes. She was all for style with a dose of practicality. But when “casual” lapses into sloppy or inappropriate, she’d be the first to object. Whether casual or formal the principles of respect and consideration for others, plus a strong measure of common sense, should guide your decisions. The etiquette of dressing and grooming today involves few rules but a great deal of emphasis on doing what helps people feel comfortable in their interactions. Individuality and personal expression have their place, but a considerate person doesn’t dress in a way that will make others feel embarrassed or uncomfortable.

[WHAT’S APPROPRIATE?]

When you’re wearing the right clothes, you feel confident and as if you belong. Knowing what to wear in every situation can be challenging. It’s one thing to stand out because you look great; it’s another because you look out of place. Sometimes there are dress codes, such as at work, at a golf course, or on an invitation to a formal event. But more often there are no rules, so you’ll have to let common sense and an awareness of the setting or occasion guide you. For example , you won’t go wrong wearing jeans to the movies or dressing up to go to the theater. But what do you wear to dinner at a friend’s or to a charity luncheon? Whenever in doubt, your best bet is to call and ask the friend who invited you to dinner or the organization hosting the event. Dressing appropriately and with consideration is also rooted in respect for cultural, religious, and regional customs. What about wearing jeans to a religious service? It’s okay in some houses of worship. But in other congregations, wearing anything except your very best is considered disrespectful. In unfamiliar situations, it’s usually wise to find out about any dress codes. Be prepared to adjust what you wear to the situation. If you’re selling a concept to the board of directors , you might choose a suit. If you meet with a client at a media company where jeans and T-shirts are the norm, dressing too conservatively could signal that you’re out of touch with the culture there. Traditional-versus-casual dress questions come up in social situations as well. Anything more casual than a sports jacket or fairly dressy dress may be inappropriate for a cocktail party, while shorts and flip-flops might be fine for a backyard cookout. Tradition does hold its own most firmly with formal wear.

[GOOD GROOMING]

The way you take care of your body and anything you put on it is an important part of your image. As with choosing what to wear, paying attention to grooming demonstrates respect for yourself and for others. The operative words are neat and clean. The people you’re with can be turned off if you become lax about the condition of your clothes or personal hygiene.

Q: Whenever we get together with family, our fifteen-year-old insists on wearing grungy jeans and T-shirts. I’ve told him that dressing presentably is a sign of respect for us and others, but he says it’s his style and I should leave him alone.

A: Your son is old enough to understand that his grungy clothes are out of place in certain settings, but he’s at an age when dress style is one of the ways that teens assert their independence. You probably don’t want to make too much of an issue just before seeing your relatives when he’s likely to be most obstinate. Talk with him at a calmer time, before the event. Let him know that you appreciate that he attends family gatherings. But remind him that while you generally don’t interfere with his clothing choices, there are occasions when he needs to dress up a bit and pay attention to his grooming. Listen to his ideas and work together to find a compromise: perhaps jeans, but without holes in the knees, and a collared shirt. He may be more inclined to dress appropriately for family occasions when he sees that you respect his independence and want to explore solutions with him.

Taking Care of Your Person

When you attend to personal grooming, do it at home or in a restroom, not in public. Consider your Hair. Clean, shiny, well-cut hair looks great and never goes out of style. Comb it often to keep it neat. Nails. The basics of nail care for women and men include neatly trimmed nails and cuticles, both of which can be done at home. If you wear polish, maintain it regularly. If you’re a nail biter, keep your nails short and filed to prevent them from looking ragged. And don’t forget your feet! Open-toed shoes, sandals, or flip-flops call for well-trimmed nails and clean feet, whether you’re a man or a woman.

Breath. To keep breath fresh, try to brush your teeth after lunch as well as in the morning and at night . Regular flossing and brushing your tongue helps control odor. Breath mints can help, and it’s a good idea to keep some handy. Not only is it a serious turn-off to others, but bad breath can also be a sign of ill health. If brushing, flossing, and mouthwash don’t take care of it, pay a visit to your dentist or doctor. Body odor. A daily bath or shower and use of a combination deodorant/ antiperspirant is the best defense against body odor. So is showering before returning to work after a lunchtime workout. However, certain medications and health conditions can exacerbate body odor, so discuss any ongoing problems with your doctor.

How Do You Know If You Have Body Odor or bad breath?

It’s very hard to recognize if you have these problems. The only sure way to find out is to ask someone. It’s best if that someone is a good friend or your spouse, a person you can trust. Try it. If he tells you that you don’t have a problem, great. But if you do, you can now work on resolving it. Perfume and cologne. Apply perfume or cologne sparingly. If your scent lingers in the room after you leave, you’re wearing too much. Unfortunately, the perfume you love may offend someone else or even cause an allergic reaction. Mixing scents— scented deodorant, hair and bath products, and cologne or perfume— can also be disagreeable. Some workplaces have “no scent” policies, so check yours out. The gym is another place to refrain from using perfume as exercise can intensify the scent. When choosing a scent, opt for something light for daytime or office, and save the heavier or more “romantic” scents for the evening. Perfume is heavier and generally richer in fragrance than toilet water (eau de toilette), and cologne is the lightest mix. Because bodies react differently to scents, try a sample and wear it for a day or two before buying. Ask a few friends if it’s pleasant or overpowering.

Taking Care of Your Wardrobe

No matter how expensive or stylish your clothing, if it’s messy or ill-fitting, then style and cost mean little . Clothes send a message about how you want others to see you. Especially at work, clothes should be spotless at the start of each day; soiled or sloppy work clothing reflects on both you and your employer. Clothes should be Clean. Don’t be tempted to wear anything with spots or stains, or that’s just plain dirty. Sometimes even clean clothes may not be as fresh as they appear, so apply the sniff test. Clothing picks up environmental odors such as tobacco smoke, perfume, and last night’s stir-fry and may need to be cleaned or aired out before you wear it again. Neat. Clothes should be free of wrinkles, lint, holes, and missing buttons. Hems should be intact. A good dry cleaner can make sure your clothing is in perfect condition— for a price. Investing in a few clothing-care tools and learning how to use them is also a good idea. Some of the basics are • Iron and ironing board: Learn how to iron a blouse or dress shirt, trousers, and skirt. • Clothes brush or lint roller: Hang one on the back of your closet door and keep one at work or in your car, and use it to remove loose dirt, dandruff, pet hair, and lint. Even if your clothes are clean, lint and pet hair will detract from your appearance. • Basic sewing kit: Learn how to sew on a button and repair a basic hem. • Shoe shine kit: Regular care of your shoes— and other leather goods—makes them look great and protects your investment.

Q: My friend has body odor so intense that people joke about him behind his back. I’d like to help him. Is there a tactful way to broach the subject?

A: Understandably, many people are reluctant to take on this difficult conversation. “Couldn’t I just send an anonymous note or leave a hint like a stick of deodorant?” While easy on you, it would be humiliating and hurtful to your friend and now is the time to be a good friend. Before approaching him, have these goals in mind: • Have the conversation in private. • Focus on your friendship and your concern for his success, not the problem. • Listen to what he has to say, and offer suggestions if you can. • Assure him that the conversation will remain completely confidential. You might say, “Tom, I’d like to talk to you about a difficult issue. I hope if the situation were reversed that as my friend, you would talk with me. Are you aware that you have body odor?” Now that you’ve done the hard part and broached the subject, be sympathetic and supportive. If he reacts angrily, assure him of your friendship. Often when this happens, the person will come back and thank his friend once he’s thought it over.

[ACCESSORIES IN GENERAL]

A great tie, the perfect earrings, or the right purse can really dress up an outfit. They can also dress it down. Just as with clothing, be aware of the event or context when you choose your accessories.

Hats

Hats aren’t the essential they once were, but are still worn by both sexes for fashion and for function. Knowing when to remove a hat is actually a matter of respect. (For a chart on when and where to take off your hat, see Chapter 3, “ Hats Off.”) Head coverings worn for religious and cultural reasons generally aren’t removed indoors. If you are attending a religious service in a tradition outside your own , check with someone of that faith about appropriate head wear for visitors.

Jewelry

Whether costume or the real thing, jewelry should complement, not overpower, your total look. In general, consider the occasion and the sensitivities of others. For instance, a courteous person won’t wear conspicuous religious jewelry when attending services of another faith. In business settings , keep your jewelry industry appropriate : What works in the fashion world is a far cry from what’s acceptable in banking. When in doubt, keep your choices simple and understated. Be careful not to wear noisy jewelry where it could disturb others. Jingling bracelets are a distraction at work, the theater, or a religious service, and in both social and public settings, shut off watches that beep or chime. It’s fine to admire someone’s jewelry, but don’t ask how much it cost. If you happen to be on the receiving end of that question, say something like, “I have no idea, but to me it’s priceless.”

Piercings and Tattoos

The truth about body piercings and tattoos is that one person’s body art can be another’s idea of mutilation. While multiple ear piercings or even a diamond nose chip are now more mainstream, more extreme forms of piercing and tattooing are still viewed as distracting . Some people may find body piercing and tattoos offensive. Keep this in mind when dressing for the workplace. You may have to compromise on your body art in the work world. Many employers regard the display of tattoos and piercing as unprofessional. Career counselors frequently advise job applicants to avoid wearing piercing

Ethics and Etiquette

Thursday, January 1, 2015

Emily Post Book of Etiquette