accessories, wardrobe, 28
accommodations, travel, 164–166
acronyms, e-mail, 98–100
afternoon tea meetings, 58–60
aftershave, 23
agendas, 138
alcoholic drinks, 38, 44, 55, 131
American Zig Zag, 50
announcements, 72–73
answering machines
greetings on, 108
leaving messages on, 108–109
apologies, 8
associations, 183–184
attitude, 10
automobiles, 161–162
BCC (blind courtesy copy), 96
black tie events, 40–41
blind courtesy copy, see BCC
blind persons, 145
body language
and first impression, 22–23
in introductions, 16–17
body odor, 23
bracelets, 28
bread, eating, 48
breakfast meetings, 56
briefcases, 44
brochures, 66
business announcements, 72–73
business cards, 66, 70–72, 130, 133–134
business class travel, 162–163
business meals, 52–60
gaffes at, 56–57
guest responsibilities at, 55–56
host responsibilities at, 54–55
payment for, 63–64
types of, 57–60
wine etiquette at, 57
business wardrobe, 27–31
call-waiting, 105
Casual Day, 31–34
see also wardrobe
caterers, 175–176
cellular phones, 46, 55, 109–111
chain mail, 96
CIAC (Computer Incident Advisory Capability), 96
clothing, see wardrobe
communication, 1
community influence, 183–186
company parties, 35
compliments, making, 114
Computer Incident Advisory Capability, see CIAC
condolence notes, 82–83
Continental eating style, 50–52
conversation
art of, 114–117
at business meals, 53
and networking, 131–132
speaking and art of, 114–117
topics to avoid in, 115
corporate aircraft, 163
correspondence, see letters; notes
cultural courtesy, 18, 149–151, 169
curriculum vitae, 121
customer service, 153–156
dates, format for, 79
dessert, ordering, 55
developmentally-challenged individuals, 146
difficult callers, handling, 106–107
dinner meetings, 56–57
disabilities, individuals with, 143–147
distribution lists, 96
diversity, 142–147
dress, see wardrobe
electronic communication, 92–102
faxes as, 101–102
international e-mail as, 100–101
netiquette in, 94–100
see also e-mail
electronic tickets, 159
e-mail, 94–101
advantages of, 97
advertising with, 95
growing importance of, 92–93
international, 100–101
memos via, 98
monitoring of, 97–98
and netiquette, 94–100
replying to, 95
sending, 95
signature in, 96–97
special language of, 99–100
thank-you notes via, 6
embossing, 69
emoticons, 99
engraving, 68
entertainment, 170–177
and food, 175–176
preparation for, 171–172, 174–175
and professional planners, 177
types of, 172–174
ethics, 120–121
European date format, 79
event planners, 177
facial hair, 23–24
faxes, 101–102
first class travel, 162–163
first impression, 9–24
and attitude, 10
and body language, 22–23
and greeting, 10–13
and making introductions, 13–22
and personal grooming, 23–24
flaming, 94
flashlights, 167–168
food, for business events, 175–176
foreign languages, 143, 149–150, 169
foreign travel, 168–169
formal announcements, 73
formal events, 6
formal wardrobe, 40–42
full justification, 75–77
gender, 153
gifts, 177–185
accepting, 182–183
holiday, 7
ideas for, 181–182
logos on, 178
occasions for, 179
presentation of, 181
recipients of, 180–181
timing of, 178–178
from travels, 7
glass ceiling, 152
gloves, 42–43
good manners, importance of, 9
grammar checkers, 79
graphic designers, 67
greeting cards, 82–84
greeting(s)
of diverse individuals, 142–147
first, 10–13
of guests and visitors, 141–142
on telephone answering machines, 108
grooming, 23–24
guests
greeting, 141–142
responsibilities of, at meals, 55–56, 62–64
hair, 23–24
hands
grooming of, 24
placement of, at business meals, 46
handshake, proper, 12
handwritten notes, 6
hats, 43
hearing-impaired individuals, 144
home office, 156–158
host, responsibilities of, 54–55, 60–62
hotels, 164–165
image, of business communications, 67–69
informal business letters, 77, 78
ink color, 68
instant messages, 98–99
international e-mail, 100–101
international travel, 168–169
interviews, 123–126
asking questions during, 125
calling after, 8
follow-up to, 126
personal, 123–124
preliminary, 123
of one person to another, 13–17
use of names in, 17–20
jewelry, 28
job preparation, 120–139
and career advancement, 126–139
and ethics, 120–121
and interviews, 123–126
and résumé, 121–123
justification, 75–77
“keep-in-touch” cards, 69
languages, second, 143, 149–150, 169
leadership service, 185–186
letters, 73–79
addressing envelopes for, 84–86
correct spelling in, 74, 78–79
forms for, 74–76
impression created by, 73–74
justification in, 75–77
statement of purpose in, 78
style of, 78
limousines, 161–162
listening skills, 133
logos
on business cards, 71
developing, 66–67
for e-mail messages, 96
on gifts, 178
“magic words,” 117
management skills, 134–135
business, 52–60
guest responsibilities at, 55–56, 62–64
host responsibilities at, 54–55, 60–62
and table manners, 47–52
toasts at, 64–65
meeting planners, 177
meetings
attending, 139
chairing, 136–139
memos, e-mail, 98
men, wardrobe for, 27–31, 37, 39–41, 43
nails, 24
names, in introductions, 17–20
nametags, 130
napkins, 55
National Speakers Association (NSA), 119, 185
netiquette, 94–100
networking, 127–134
definition of, 127
opportunities for, 129
and “working a room,” 129–134
notes, 79–86
addressing envelopes for, 84–86
of condolence, 82–83
functions of, 79–80
informal/folded, 69
seasonal, 83–84
NSA, see National Speakers Association
office, 140–158
cultural courtesy in, 149–151
customer service in, 153–156
diversity in, 142–147
home, 156–158
reception area of, 140–142
romance, 147–149
women in, 151–153
overcoats, 43
paper, 67
paper image, 66
parties
company, 174
dress for, 35–38
PenFont, 83
perfume, 23
Personal Font, 83
personal interviews, 123–124
phone calls, see telephone(s)
physical disabilities, 143–147
Power Teas, 59–60
preliminary interviews, 123
printed business materials, 66
private homes, staying at, 166
professional titles, 86–90
public speaking, 117–118, 118–119
reception area, 140–142
receptionist, 141
résumé, 121–123
roasts, 65
Robert’s Rules of Order, 138, 152, 185
romances, office, 147–149
safety, travel, 166–168
scarves, 55
seasonal notes, 83–84
seating
for meetings, 136–137
second languages, 143, 149–150, 169
semiformal wardrobe, 39–40
seniority, in introductions, 14–15
upon first greeting, 10
with women, 12–13
signature, e-mail, 96–97
slogans, 67
social business cards, 72
socks, 28
spamming, 95
speaking, 103–119
and art of conversation, 114–117
public, 117–118
on telephone, 104–111, 113–114
via videoconferencing, 111–113
special occasions, wardrobe for, 34–43
special stationery, 72
speech-impaired individuals, 146
stationery, 66–73
stemmed glasses, 49
table manners, 47–52
table settings, 47–50
tea meetings, 58–60
teams, managing, 134–135
technology, 1
teleconferencing, 113–114
telephone(s), 104–111, 113–114
answering calls on, 105
cellular, 109–111
greeting on, 108
handling difficult callers on, 107
“holds” on, 105–106
leaving messages on, 108–109
making calls on, 104
returning calls on, 155
and voice messaging systems, 108
thank-you notes, 80–82, 173–174
thermography, 68
tickets, electronic, 159
titles
in introductions, 15
personal/professional, 86–90
Toastmasters International, 118–119, 185
toasts, 64–65
tolerance, 142–143
trade shows
greeting people at, 8
identification cards at, 168
transfers, call, 105–106
transportation expenses, 5
travel, 159–169
accommodations during, 164–166
in automobile/limousine, 161–162
gifts from, 7
international, 168–169
items for, 160–161
and safety, 166–168
utensils, dining, 47–48, 50–52, 55
valets, 5
value of business etiquette, 187
verbal style, 119
videoconferencing, 111–113
virus warnings, 96
visitors, greeting, 141–142
visually-impaired individuals, 145
voice, 103
voice messaging systems, 107–108
volunteer service, 184
waiting area, 140–142
wardrobe, 25–43
fancy/evening, 6
hints for selecting/maintaining, 26
for home office, 157
for networking, 130
for parties, 35–38
and personal message, 25–26
semiformal, 39–40
for special occasions, 34–43
for travel, 161
for women, 27–29, 36–37, 39–43, 152–153
see also Casual Day
wheelchair-bound individuals, 144
white space, 71
white tie events, 41–42
wine etiquette, 55
women
handshake with, 12–13
wardrobe for, 27–29, 36–37, 39–43, 152–153
in workplace, 151–153
“working a room,” 129–134
written communication, 66–91
and image, 67–69
letters as, 73–79
notes as, 79–86
personal/professional titles in, 86–90
and stationery, 69–73