Service Etiquette Final

8/13/2019 Service Etiquette Final

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Servic

e

GUIDE ON

ETIQUETTE



QUIZ!!!1. Define etiquette -

2. Dress- code (fill-in the blanks):

3. Define social graces –

True or False (write T if the statement is TRUE and F if it is otherwise).

1. Etiquette includes military courtesies and customs that show respect for others.

2. Being on time is one of the most valuable habits one can acquire.

3. Seniors are introduced first to juniors.

4. A junior walks on the left of the senior and the junior who sets the pace.

5. Volunteering information in the military is always encouraged.

OCCASION MILITARY CIVILIAN

FORMAL

SEMI-FORMAL

INFORMAL

SMART CASUAL

CASUAL



Scope of Presentation

I. Etiquette

II.Social Graces



WHAT DO YOU THINK?

„The perception of your “upbringing ” professionalcompetence and the organization you represent is

influenced by your behavior comportment dress —

i.e. your knowledge and observance of protocoland service standards.‟

Never go to a doctor whose office plants have died.

-Erma Bombeck



A blend of leadership, management and

professionalism, with an expectation that soldiers:

Soldiery Basics

Use professional judgement,

Possess moral fibre and values, and

Understand the relationship of the military and its

role in service to society.



Characteristics of a soldier includes the following:

Competence as a

Technical Expert and a Professional Soldier

Knowledge, skills, and expertise as a

Professional

Practice of

Core ValuesLEADERSHIP SERVICE INTEGRITY EXCELLENCE

Commitment to a

Common Mission

Ability as a

Leader and Manager

Soldiery Basics



I. Etiquette

• What is Etiquette?

• Guide on Service Etiquette

• Proper Dressing

• The Art of Conversation

• Introducing

• Official Calls

• Invitations and Replies



WHAT IS ETIQUETTE?

• Etiquette is a code of behaviour that influences

expectations for social behaviour according to

contemporary conventional norms within a society,

social class, or group.

• usually unwritten, but aspects are codified,

• encompass most aspects of social interaction in any

society, and

• may reflect an underlying ethical code, or it may reflect

a person's fashion or status.



Uniformed services place great emphasis on the

observance of etiquette and tradition

Etiquette includes military courtesies and customs that show respect

for others; courtesies and customs foster good human relationships.

• Courtesy – considerate behavior

• Custom – an act or ceremony consistently followed by

service members

Tradition represents accumulated experiences of the services and its

members, passed forward



A SOLDIER’S GOOD MANNERS

AND RIGHT CONDUCT • GOOD MANNERS – Manners are based on

tradition and convention or on personal ideals of

conduct, which are not in conflict with accepted

practices. Most rules on good manners are basedon common sense. They are practical values

because they save time and provide guide posts

for correct conduct in different social needs.

• ON TIME – Being on time is one of the most

valuable habits one can acquire. In making

appointments, the exact time is imperative.



• FORMS OF ADDRESS – Seniors are addressed by

their title and name. For instance, address the

officer to whom you are reporting to as “COL

TOMAS,” rather than by the impersonal “Sir orMa’am.”

• COURTESIES OF JUNIORS TO SENIORS ANDVISE VERSA – Showing respect to military seniors

is automatic. The seniors on the other hand should

never forget that they serve as examples to

subordinates.


AND RIGHT CONDUCT



• HATS ON AND OFF – When in uniform, caps are

always worn when reporting to a senior until you

are acknowledged.

- When in civilian dress, the hat must be taken

off when:

One stops to talk or is introduced to a

woman outdoorsIn places of worship, burial, outdoor

wedding


AND RIGHT CONDUCT



• SALUTING IN CIVILIAN DRESS – When in

civilian dress, military personnel should stand at

attention, remove his or her hat with the right

hand and place it over his heart whenever thenational anthem is played.

• OFFERING YOUR ARM – A man offers a

woman his arm only to give assistance when

needed or as an escort to a formal dinner or

usher at a wedding


AND RIGHT CONDUCT



• HAND SHAKE – A handshake should be brief

with a feeling of strength and warmth in the

clasp and should be done while looking into the

face of the person you are shaking hands with.

- The man shakes hands when introduced or is leaving,

with the senior making the first move.

- A man usually waits for the woman to offer her hand firstbefore he extends his hand although it is never a violation for

a man to initiate the handshake.

- If seated, a man rises when introduced to another and/or

upon departure of anyone.


AND RIGHT CONDUCT



• WALKING OUTDOORS – When walkingoutdoors, the man walks on the curb side; or on awoman’s left. When crossing the street with twowomen, a man may walk between them.

- For military personnel, the junior walks on the leftof the senior and keeps in step with the senior whosets the pace.

- Salute in advance when passing a senior

approaching from the opposite direction.- When overtaking a senior, pass to the left if possible,salute and say “By your leave, Sir/Ma’am.” Do notproceed until the senior says “Carry on.”


AND RIGHT CONDUCT



• OPENING DOORS – When a man escorts

a woman, he opens the door and allows

her to go in. In the military, a junior

officer/NCO opens a door for his or hersenior, stands aside for the senior to pass

through then follows.


AND RIGHT CONDUCT



• WHO GOES FIRST – A woman goes first except

on the following:

- When assistance is needed such as stepping from a

bus or train.- When there is no waiter to precede her to a table in a

restaurant or an usher in theaters.

- In a crowd when men will clear the way.

- When alighting a vehicle or when going down.- In official/formal receiving line where it is the title that

takes precedence.


AND RIGHT CONDUCT



• CUSTOMS IN MILITARY AIRCRAFT –

Passengers are subject to orders of the first pilot

or airplane commander, regardless of rank,

seniority or service.- When a general or a flag officer is aboard, mark the

aircraft with a detachable plate carrying the stars appropriate

to the highest rank aboard.

- Passengers are not allowed to enter the flight deck orcompartment unless invited. All safety regulations must be

observed.

- The pilot’s decision to fly or not is never questioned most

especially during adverse weather conditions.


AND RIGHT CONDUCT



• ANSWERING TELEPHONE CALLS – Always identify

yourself when answering a phone by stating your

location, rank, name and designation (if on duty) and

greet the party calling you.

• SOUNDING-OFF – Never volunteer information to avoid

being quoted.

• EXHIBITIONISM – Never shout, whistle, laugh loudly,

boo or do something foolish to draw attention in a public

place.


AND RIGHT CONDUCT



• SOCIAL OBLIGATIONS – As a general rule,accepting a person’s hospitality necessitatesreciprocal gesture. A sincere expression ofthanks at the time of leaving the party issufficient.

- Do not fail to reply to an RSVP. All social invitationsmust be answered promptly, preferably within a day or

two.- A thank you note must be sent within 48 hours afterthe occasion


AND RIGHT CONDUCT



• MORAL OBLIGATION – Always remember that your

word is your bond.

- Therefore, think twice before making any promises. When issuing

a check, your signature means you are good for the indicated amount.

- Your signature at the end of an examination or a letter means thatyou subscribe that the work submitted and the ideas expressed therein

are your own.

• FINANCIAL OBLIGATION – You cannot use the service

status to evade financial obligation. If in custody of

funds, carefully check everything you sign.


AND RIGHT CONDUCT



PROPER DRESSING

PROPER DRESSING – The following are the prescribedattire for the corresponding occasions:

OCCASION MILITARY CIVILIAN

FORMALMess JacketMajor Service Blouse

White Duck

TuxedoWhite Jusi/Piña Barong Tagalog with black

pants, socks and shoes

SEMI-FORMAL Bush Coat

Colored Jusi/Piña Barong Tagalog

Business Suit (long sleeves with tie)

Coat and tie

INFORMAL General Office Attire White Santana Barong

SMART CASUAL Colored Santana Barong

CASUAL Short Sleeves, Walking Shorts, Rubber Shoes are acceptable



THE ART OF CONVERSATION

• FAMILIARITY – Official conversations follow a basicprinciple – seniors may call the juniors by their firstname but this does not grant the juniors the sameprivilege. On certain occasions, a senior may ask a junior to call him or her by his or her first name, but it

must be understood that such familiarity is not to beused in official conversations.

- When talking with contemporaries, be on guardagainst telling your personal affairs.

- When on duty, conversation between seniors and juniors and commissioned officers must be kept on theofficial and impersonal level – avoid undue familiarity



THE ART OF CONVERSATION

• JOKES – A joke that discredits another

person, intentionally or not, is not funny at

all

• TABOOS – Controversial subjects like

religion, race, politics and any

unpleasant subject should not bediscussed at social functions and must be

treated carefully at all times



INTRODUCTIONS

- A formal act of making persons known to each other orthe art of presenting one person to another. Generally,

the following are the rules to remember:

A man is always presented to a woman.

The honored or higher ranking person’s name is stated first,

then the name of the person being presented.

Young people are presented to older people of the same sex.

A single person is introduced to a group.

Juniors are presented to Seniors in all services, they are

introduced and addressed by rank or rating.



OFFICIAL CALLS

• OFFICIAL CALL – This is a time honored tradition

whereby newly assigned personnel render an official

call on their Commanding Officer.

- The call lasts for about ten minutes unless the caller was

requested to stay longer.

- The initial call on the Commanding Officer should be

made within two (2) days after arrival at the station.- The caller must arrive at the appointed time.



INVITATIONS AND REPLIES

• INVITATIONS – They may be issued in various ways

and the form adopted depends upon the importance

of the occasion.

- Invitations may be made through telephone but

it is always safe to issue written ones.

- There should be no confusion on the time, date,

and place and on the essential information

pertaining to the affair




• FORMAL INVITATIONS – Formal occasions need

formal invitations. The following are the general

rules on Formal Invitations:

- Abbreviations and initials are to be avoided except for Mr, Mrs,DR, R.S.V.P., Jr., Engr…

- Ranks, titles and names of military officers must be written in

full except for Second and First Lieutenant wherein both may be

referred to as Lieutenant.

- The date and hour are always spelled out, but only the day and

the month are capitalized.

- The attire for the occasion must be properly indicated.

- A reply is mandatory when R.S.V.P. is written.




• REPLIES TO FORMAL INVITATIONS – Thefollowing must be remembered when replyingto formal invitations:

- A reply must be given within 48 hours.- A formal invitation to a dinner or to a luncheon sentto a married couple must be refused when either onecannot attend.

- Acceptance of an invitation would mean yourcommitment to the occasion over all other occasions(except for duties).




• INVITATIONS FOR MARRIED WOMAN OFFICERS – When the rank of a woman officer is higher thanthat of her husband, the invitation is addressedto the woman officer.

- On both the envelope and the invitation, thename of the husband will follow the name of thewife.

- When a woman officer is married to a civilian orto an NCO, the name and rank of the wifeprecedes that of the husband.




• GUEST OF HONOR – Custom dictates that you must notinvite guests of higher rank than that of the invitedguest of honor/speaker at an official dinner orluncheon. However, when this is unavoidable, and a

dignitary is a guest, the following rules may beemployed:

- Ask the ranking guest to waive his or her right to theoccasion in favor of the GOH.

- Seat the guests according to precedence as protocol

requires in the guidelines by the DFA even if it places theGOH well down the table (This plan is followed whenAmbassadors and very high ranking guests are present).

- Make the senior guest the co-host.



II. Social Graces

• Social Graces Defined

• Socials

• When Preparing for Socials• Seating Arrangements

• Table Seating during Socials

• Things to Remember in Dining

• Cocktails



DEFINITION OF SOCIAL GRACES

• Social graces are skills used to interact politely insocial situations. They include manners, etiquette,

deportment and fashion.

• Traditionally, these skills were taught primarily to

young women at a finishing school or charm school.

• The popularity of social graces has waned over the

last century, but has recently experienced a

resurgence with an emphasis on business etiquette

and international protocol.



SOCIALS

- Socials take a wide variety of forms but

the most common among them are cocktails,

reception, luncheon and dinner.

- These forms differ depending on the

number of guests, the purpose or the

objective of the occasion, the duration, the

time and the manner they are held.



WHEN PREPARING FOR SOCIALS…

• Always Prepare a Checklist

- Program

- Guests, etc…

• On the Guest of Honor

- Identify the GOH

- Inquire for his or her availability

- Ask if the GOH will be accompanied

- Prepare the talking points or the draft speech (if a

speech will be delivered)




• On the Guest List

- Ask the host for his or her preferred guests.

• On the Invitations- Send a letter of invitation to the GOH way ahead the

schedule of the activity.

- Prepare a separate invitation for the spouse if you intend to

invite him or her.

- Distribute the invitations with a week before the activity as

the latest.



• On the Scenario- Prepare the program.

- Always make a walk through of the scenario (rehearse).

- Avoid lengthy entertainment numbers.

- Brief the emcee to always have contingency plans.

• On the Venue- Select a venue that can accommodate all the guests and allow forextra guests.

- Prepare the seating plan and area lay-out.- Reserve the table with the best view for the GOH and the host.

- Use round tables for formal diners and luncheons.

- Put table numbers and place cards.




• On the Menu

- Determine the food preference of the GOH.

- Determine for food sensitivities of the guests.- Avoid serving bottled drinks for formal

occasions.




SEATING ARRANGEMENTS

- Arrangements must be worked out well inadvance to avoid confusion and embarrassment.

- A person preparing the seating plan must alwaysbear in mind that the guests will either feeluneasy or offended if he or she is not seatedproperly.

- It must be remembered that the rules on seatingmust be applied to arrive at the happiestarrangement .



TABLE SEATING DURING SOCIALS…

1. The senior ranking guest in a party is always given the first place ofhonor.

2. The place of honor for a male guest is to the right of the hostess. Thewife of the male guest given the place of honor sits on the right of thehost. As a general rule, the most ranking woman sits on the right of the

host.

3. The male guest who is next in rank to the one given the place of honorsits on the left of the hostess.

4. Men and women sit alternately.

5. A seating diagram should be posted in a convenient place. Care must betaken that no names are omitted.



TABLE SEATING DURING SOCIALS…

6. It is sometimes more practical to list the guest inalphabetical order.

7. When dining in a restaurant, the woman shouldhave the best view when seated.

8. Men should always help their partners when

taking a seat.

9. Never put a lady at the end of the table



3

2

C

1

B

4

D

H A

Hs

Legend:H Host

Hs Hostess

Numerals Males

Alphabets Females

CIRCULAR DINNER TABLE



3 A H B 4

D 2 Hs 1 C

E5

Legend:

H Host

Hs Hostess

Numerals Males

Alphabets Females

RECTANGULAR DINNER TABLE

THINGS TO REMEMBER IN




DINING… 1. Dishes are always served at the left of a guest

but they are removed from the right.

2. The used plates are removed after everyone isthrough.

3. The place plate is always left in place and the

plates for the different courses are placed on itsuccessively. Place plates are only removed withthe plate used for the last course.





DINING…

4. Never serve beer at a formal dinner.

5. Observe punctuality at formal functions.

6. It would be a gracious act on your part to

send a Thank You note to the Lady who invitedyou to a formal or informal dinner.



COCKTAILS

- Cocktail parties are often given for special

guests or to introduce newcomers to the

station.

The guest stands near the host so he or she may

be introduced to the other guests as they arrive.

These are informal with the attire to be worn

indicated on the invitation, with no receiving lineand usually held during or near the close of

daylight hours.



AS A GUEST DURING COCKTAILS…

1. Do some research on the guests attending thecocktail party. Small talk will be much easier for you.

2. Determine what your goals are.

3. Do extend your hand and introduce yourself to

unfamiliar guest.

4. Circulate a little before you head to the bar or buffet

table. Food and drinks should not be the main goal.



AS A GUEST DURING COCKTAILS…

5. Don’t get drunk.

6. Do keep conversations away from sex, politics and

religion.

7. Keep drinks and food in your left hand. Your right hand

will be free for meeting, greeting and departure

handshakes.

8. In attending a cocktail party in a private home, treat

household staff with dignity and self respect



QUESTIONS/

DISCUSSIONS



There can be no defence like elaborate

courtesy.

~E.V. Lucas

THANK YOU ANDGOOD DAY!!!

Service Etiquette Final

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