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AllEtiquette.com: A Power Guide

by Fredrica Cere Kussin; co-published with Crofton Capital Corporation

307 pages; quality trade paperback (softcover); catalogue #00-0044; ISBN 1-55212-380-4; US$26.00, C$34.95, EUR22.80, £15.80

Create a great impression with your knowledge. Prosper in your social, business and travel world

Read more!

about the book      about the author      Table of Contents and excerpts      catalogue info

About the Book

AllEtiquette.com is an how-to guide that will educate individuals on image, manners, business etiquette and international protocol for all continents.

The book is written from an insider's point of view. It shows as much as it tells, by keeping the language crisp, direct and plain. Lists of do and dont follow each subject -- from the power lunch to asking for a raise to delivering a speech. Learn to negotiate in China and what a woman should expect when doing business in the Middle East. Easy-to-follow charts and step-by-step directions guide the reader through each country's customs and traditions.

Everyone will benefit from this book as he or she puts the newfound knowledge to work. This is a timely publication...the perfect handbook for success

About the Author

Fredrica Cere Kussin, founder and president of First Impressions Image, is an expert on international customs, manners, and office politics. Since 1985 she has taught at numerous North American companies (BC Tel, The Bay, ICBC, The Loewen Group, Owen Bird, Sun Life Canada, Coldwell Banker, MasterCard) and scores of men and women who understand that to succeed they must look and feel great.

Fredrica has been a teacher of physical education, a gem and textile importer, a film researcher for television, and owner of a Montreal talent agency. She had a weekly column, "Just For Men," in the Vancouver Sun, and is frequently seen on television, and in magazine and radio interviews.

Fredrica is a world traveller and avid photographer. She spends most of her time on the West Coast of North America and travels regularly to Europe and the Asia Pacific. You can reach her at AllEtiquette.com

Table of Contents
    Basic manners
    Office politics
    Your public image
    Business travel
    Africa, Asia, Australia & New Zealand
    Europe (Eastern & Western), Middle East & Gulf States
    Israel, North America (Canada & United States)
    Latin America (including Mexico)

    excerpts

    CHAPTER ONE: Basic Manners
    Good manners signal that you have respect for others, and that you will rise to every occasion with grace.

      Introduction
      The most important executive is always introduced first, regardless of gender. Explain who the people are when introducing them.

      The Handshake
      The most important thing to remember about a handshake is to use it when you are introduced to someone. Get into the habit of shaking hands; not only when you meet someone but when you leave them.

      Table Manners
      Do not let people see what you have in your mouth and make noises when chewing or with your utensils.

      Chopsticks
      Don't rub wooden chopsticks together - it is not useful and can raise splinters.

      Sushi
      Sushi can be a finger food but sashimi is always eaten with chopsticks.

      Wine
      The adage that white wine goes with fish and red wine with meat is false. The body of the wine, not the colour, is the main factor in matching wines with food.




    CHAPTER TWO: Office Politics
    Mastering and practising business etiquette gives you an edge when you are being considered for employment or advancement.

      The Résumé
      Your résumé is the interviewer's first opportunity to get to know you. It must be well organized, simple, easy to read, clean with no typos.

      The Interview
      Give a firm handshake when arriving and leaving; stand up to greet the interviewer.

      Negotiating for More Money
      Be reasonable; you may ask for a 5 to 10 percent increase.

      The Internet & E-Mail
      Only give your personal e-mail address to people you trust - unless you like junk mail.

      How Men Should Deal with Women at the Office
      Remember, the only thing women want is to be treated with respect and equality. Forget sexual distinctions -- treat women as people.

      Personal Questions
      Do not ask a person about the details of a divorce, especially on the custody of children or alimony.

      Romance at the Office
      Keep your affair under wraps until you have committed to a long-term relationship.

      Asking for a Raise
      Ask for a raise after a major coup or at your yearly review. Use your business acumen to sell yourself.


    CHAPTER THREE: Your Public Image
    To develop a winning image you must communicate effectively.

      Non-verbal Communication
      In face-to-face interactions, body language communicates 60 percent of our message, our tone of voice accounts for 30 percent, and our words, only 10 percent.

      Public Speaking
      Start with:
      1. A humorous story or anecdote about yourself.
      2. A startling fact to get attention.
      3. A question for the audience (if you dare).

      Presenting an Award
      Don't talk about yourself or other matters that are not related.

      Accepting an Award
      Make your acceptance speech three to five minutes in length.

      Private Clubs
      Do not ask about club fees or offer to pay. Only members can sign the bill.

      Toasting
      Make the first toast if you are the host. The speech should be brief, from one to four minutes, and to the point.


    CHAPTER FOUR: Business Travel
    Business class offers many advantages. The first is the larger seats, which are deeper and recline further than those in the economy section.

      Travelling by Commercial Jet
      Choose an aisle seat with an empty seat between you and the window. An aisle seat is preferable because it has a little extra space and is easily reached.

      Air Travel Tips
      Put on the headset if the person seated next to you insists on conversation and you want to read or relax.

      Packing Tips
      Leave business cards inside all of your bags in case the outside tags are lost en route. Photocopy all travel documents and credit cards and keep a copy in a separate place.

      Hotel Gratuities
      When in doubt about the gratuity ask the concierge at your hotel; in some countries tipping is humiliating and hotel staff won't accept any money.

      Hotel Complaints
      Complaints that may warrant a free night stay: - the sound of a jackhammer before 8:00 a.m. - you have a reservation and indicated a late arrival but there are no rooms available. Complaints that may warrant a free meal: - The bed is really uncomfortable and they cannot give you another room. - The next door guests are really loud.

      Negotiating Abroad
      The key to a successful negotiation is to bring out the differences and integrate them in a way that pleases both parties. Satisfying everyone's needs is the main purpose of negotiating.


    CHAPTER FIVE: Africa - General Etiquette

      Africa - Greetings & Forms of Address
      A light warm handshake is the acceptable form of greeting when you meet and when you leave.

      Africa - Business Cards
      Present the card with your right hand.

      Africa - Topics to Avoid
      Refer to people as Africans not blacks.

      Africa - Gestures to Avoid
      In rural areas, avoid strong eye contact.


    CHAPTER SIX: Asia - General Etiquette

      Asia - Greetings & Forms of Address
      Most East Asians (people from Japan, Korea, Thailand, Brunei, Malaysia, Vietnam, and Burma) bow to each other.

      Asia - Meetings & Presentations
      Decide beforehand what technical information you are willing to share with your Asian counterparts, and be sure everyone on your team knows.

      Asia - Negotiation Tips
      Don't get too personally involved with your counterparts. Keep some distance. The Asians will respect you more if you are a little aloof.

      Asia - Dress Code
      Both men and women should avoid "going native" in their clothing choices.


    CHAPTER SEVEN: Australia & New Zealand - General Etiquette

      Australia & New Zealand - Meetings & Forms of Address
      At parties your host will introduce you to the other guests. It is also acceptable to introduce yourself if you wish.

      Australia & New Zealand - Corporate Gifts
      Australians and New Zealanders do not expect gifts from foreigners doing business with them.

      Australia & New Zealand - Table Manners
      Australians and New Zealanders eat Continental-style.

      Australia & New Zealand - Gestures
      British gestures are understood and used.


    CHAPTER EIGHT: Europe (Eastern & Western) - General Etiquette

      Europe (Eastern & Western)- Meetings & Forms of Address
      Shake hands with a firm grip when you meet and when you depart. If you meet the same person more than once in a day, shake hands each time.

      Europe (Eastern & Western)- Appointments & Punctuality
      Never try to make a cold call to get an appointment; it is just not done. Europeans do not like to conduct business on the phone.

      Europe (Eastern & Western)- Meetings & Presentations
      Good manners are critical and ignorance is no excuse for bad behaviour. Europeans are very class conscious. They have a distinct notion of what refined conduct should be.

      Europe (Eastern & Western)- Negotiations
      Europeans are conservative in their approach. Negotiators are older and experienced. They are careful in decision making and not willing to take too many risks.

      Europe (Eastern & Western)- Business Entertaining
      Although power breakfasts are becoming more popular (in France, Switzerland, Monaco, and England) business lunches are far more common and may take place in a café.


    CHAPTER NINE: Middle East & Gulf States - General Etiquette

      Middle East & Gulf States - Greetings & Forms of Address
      Arabs are elaborate with greeting. In addition to a handshake, they may touch your arm or shoulder, and after several meetings will embrace you. Consider this an honor.

      Middle East & Gulf States - Negotiations
      If you can negotiate in a souk (a marketplace in a Muslim country) you will be able to negotiate with any Arab business person.

      Middle East & Gulf States - Table Manners
      Meals are large and lengthy, so make sure you have a good appetite; eating large quantities shows your appreciation. It is very common for women to eat separately from men, even in their own homes.

      Middle East & Gulf States - Gestures to Avoid
      Do not walk in front of an Arab while he is praying and never step on a prayer mat.


    CHAPTER TEN: Israel - General Etiquette

      Israel - Greetings and Forms of Address
      Orthodox Jewish men rarely introduce their wives or any other women in a group.

      Israel - Business Cards
      To impress your host, have your business cards engraved. It is a sign of status in Israel.

      Israel - Topics to Avoid
      Do not talk about religion, the government, the Arabs in the West Bank, political unrest, or U.S. aid.

      Israel - Photography
      Do not photograph altercations between Jews and Arabs.


    CHAPTER ELEVEN: North America (Canada & United States)- General Etiquette

      North America (Canada & United States)- Greetings & Forms of Address
      A proper North American handshake is a full-hand grip that is firm and warm with an understated downward snap.

      North America (Canada & United States)- Appointments & Punctuality
      In North America, it is acceptable to make a cold call (calling a person without making an introduction or an appointment).

      North America (Canada & United States)- Women & Business
      Men still dominate the corporate boards of both Canada and the U.S. Despite gains in equal rights, women are still fighting for positions of power and equal pay in the corporate world.

      North America (Canada & United States)- Customs & Traditions
      Maintain good eye contact when speaking to someone - it builds trust and affinity. Avoiding eye contact implies you are hiding something.


    CHAPTER TWELVE: Latin America (Including Mexico) - General Etiquette

      Latin America (Including Mexico) - Greetings & Forms of Address
      A prolonged handshake of five to seven strokes, with a loose grip is the customary greeting when you meet and leave.

      Latin America (Including Mexico) - Meetings & Presentations
      Latin Americans consider the North American approach of getting to the point and leaving the details for later too straightforward.

      Latin America (Including Mexico) - Corporate Gifts
      Do not give corporate gifts until after a deal has been closed. Present them in a social setting rather than a business environment. Gifts will be opened after you have left.

      Latin America (Including Mexico) - Customs & Traditions
      Honour is of great importance to the Latin American people: never criticize, pull rank, or embarrass someone in public.


    CHAPTER THIRTEEN: Terrorism

      Tips for Business Travel
      Memorize your passport number and only take out your passport for immigration officials.

      Keep your hotel room neat so that an intrusion will be noticeable.

      Carry one credit card separately from the rest. That way, if your wallet gets stolen you will still have a source of money.

      Dealing With Stress In A Crisis
      Be physically active. It will help you to relax and improve your energy levels.

      Organize your time better. Make priority lists and learn to say no when you have too much on your plate.

      Relax. Do relaxation exercises such as yoga, meditation, or deep breathing.


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