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Tables of Contents for Complete Business Etiquette Handbook
Chapter/Section Title
Page #
Page Count
Introduction: Manners Matter Now More than Ever
xiii
Part 1 BUSINESS IN THE USA
1
268
Test Your Etiquette Awareness
3
5
What Etiquette Is Not: Myths about Manners
3
1
Case Studies for Failure
4
1
Etiquette Awareness Quiz
5
2
When to Break the Rules
7
1
Powerful First Impressions: How to Meet and Greet
8
16
Introductions That Never Fail
8
6
Handshakes That Grab Respect
14
2
Smart Countesies for the Disabled
16
2
Handling Business Cards With Flair
18
5
Starting Off on the Right Foot
23
1
Big Techniques for Small Talk
24
18
Ingredients of a Good Conversation
25
1
Tuning In Techniques That Create a Conversation Connection
25
3
Listening: It's More Than Hearing
28
5
Your Role: When to Speak, What to Say
33
8
The Conversation Connection
41
1
Professional Presence: How to Make Your Appearance Work for You
42
24
Appearance Counts: It Pays to Pay Attention
42
1
What Message Does Your Appearance Send?
43
1
Body Language That Speaks Wellof You
44
5
Grooming That Brings Out Your Best
49
3
Clothing That Adds to Your Clout
52
13
Looking the Part: Success with Style
65
1
Office Courtesies That Increase Your Clout
66
21
How to Manage Ins and Outs and Ups and Downs
67
4
Welcomes That ``Wow'' Them: Gracious Greetings for Visitors
71
5
Territorial Imperatives: The Basics of Boundaries
76
5
Essential Etiquette in the Machine Age
81
4
Strategies for Sensitivity About Smoking
85
1
Mastering Mutual Manners
86
1
Courtesy Challenge: The True Test of Diplomacy
87
13
The Keys to Managing Conflict
88
2
Strategies for Politely Coping with Prickly Personalities
90
1
Nice Girls DO Confront
91
1
How to Show Respect for Rank
92
1
Finesse With Feedback: Providing Tactful Criticism
93
1
Coping with Criticism: When You're on the Receiving End
94
2
Quashing Off-Color, Sexist, or Racist Comments
96
2
Dealing Effectively with Out-Of-Bounds Behavior
98
1
Exceptions to the Rule
99
1
Grace Under Pressure
99
1
What to Say When You Don't Know What to Say
100
14
The Best Way to Help Someone Break the News
101
2
The Four Keys to Making the Right Response Every Time
103
2
Written vs. Verbal Responses: The Pros and Cons
105
1
Mastering the Five Most Common Conversational Conundrums
105
5
The Graceful Art of Giving and Accepting Compliments
110
3
Your Personal Challenge
113
1
The Telephone: Your Voice to the World
114
20
How to Answer the Phone with Finesse
115
5
Ten Commandments for Placing Calls That Impress
120
3
Handling Telephone Trouble
123
6
Using Technology Graciously
129
4
Nice Hearing From You
133
1
Written Communication: Write It Right!
134
24
Mastering the Writing Process
135
3
A Memorable Memo
138
3
The Effective Fax
141
1
Business Letters That Get Results
142
8
Hard-to-Write Letters
150
2
Thank-You Notes: The Payback Power of Gratitude
152
3
Reports That Impress
155
2
Effective Responses to Written Communication
157
1
A Way with Words
157
1
Must We Meet Like This? The Protocol of Meetings
158
36
Mastering Meeting Planning and Preparation
159
17
Ten Steps to Conducting a Well-Run Meeting
176
8
Effective After-the-Meeting follow-up
184
1
The Keys to Powerful Presentations
185
4
Strategies for Successful Sales Calls
189
1
Working the Crowd: Conferences and Trade Shows
190
1
Techniques for Impressive Interviews
190
2
Managing the Media
192
1
Meaningful Meetings
193
1
Dining for Fun and Profit: The Business Lunch
194
24
The Keys to Proper Planning
195
4
The Keys to Conducting a Perfectly Orchestrated Business Lunch
199
17
When Lunch is too Much or Not Enough
216
2
Business Out of the Office
218
15
Talk About Your Social Life? Six Essential Do's and Don'ts
219
2
Ten Tips for Out-of-Office Etiquette
221
3
Savvy Solutions for Social Situations
224
8
Finessing Chance Encounters of the Social Kind
232
1
A Good Time Can be Had by All
232
1
Gifts That Package You Well
233
16
Mastering Motivations and Meanings
234
1
When a Card Makes Better Sense Than a Gift
235
1
Five Significant Gift-Giving Considerations
236
10
Presentation Protocol
246
2
A Token of Appreciation
248
1
Business Travel: Skillful Manners in Motion
249
20
Planning Your Trip
250
2
Luggage and Packing to Ease Your Journey
252
3
Mobile Clothing: Taking Your Professional Image Along for the Ride
255
1
Effective En Route Etiquette
256
4
Making the Most of Hotel Hospitality
260
2
Etiquette for Expenses: Who Pays for What, How to Tip
262
2
When You Travel with Your Spouse
264
1
How to Successfully Host International Visitors
265
1
Preparing for the International Trip
266
1
Making Your Trip Work for You
267
2
Part 2 BUSINESS AROUND THE WORLD
269
96
Gaining International Perspective
271
12
Making an Impact in a Whole New World
272
1
Mastering the Distinctions That Make a Difference
273
2
International Awareness Quiz
275
1
Zeroing In on Your Cultural Focus
276
1
Benefiting From Culture Comparisons
277
2
Achieving a Global Outlook
279
3
Ready to Take on the World
282
1
Greetings with a Foreign Flair
283
15
The Effective International Handshake
284
3
Kisses and Hugs That Communicate Competence
287
2
Benefits of the Bow
289
1
More Ways to Say Hello
290
1
Making Impressive International Introductions
290
1
Acquiring a Knack for The Nuances of Names
291
2
Exchanging Business Cards with Savoir-Faire
293
2
The Keys to Culturally Correct Conversation
295
2
Becoming Worldly Wise
297
1
Communicating Across Borders: Verbal and Nonverbal Communication
298
20
Impressive Verbal Communication
299
1
The Keys to Avoiding Misunderstanding and Confusion
299
2
What to Do When English is the First Language
301
2
What to Do When English is the Second Language
303
4
Effective Translations through International Interpreters
307
2
Eloquent Nonverbal Communication
309
1
Keeping Your Distance: Space, Touch, and Posture
309
3
International Implications of Body Language
312
4
A World-Conscious Wardrobe
316
1
Blending In
317
1
The Way Work Works Outside the USA
318
20
Finesse in International Interpersonal Skills
318
5
Effective Timing Tactics
323
1
Impressive Global Communication
324
6
Making a Powerful Presentation Overseas
330
7
Winning the Global Game
337
1
International Business Outside the Office
338
17
Planning Properly Around the World
339
5
Performing Perfectly During International Meals
344
10
An Open Mind
354
1
A Global Guide to Gift-Giving
355
10
Your Passport to the World of Presents
356
1
Secrets of Selecting a Great Gift
357
5
Selecting Recipients to Ensure Results
362
1
Polished Protocol for Presenting a Present
362
2
Making Acceptances and Thank-You's Work for You
364
1
The Joy of Giving
364
1
Part 3 THE ETIQUETTE GAME
365
8
Find The Faux Pas
367
6
Index
373
8
About the Authors
381