TITLE -- COPYRIGHT -- ABOUT THE AUTHOR -- INTRODUCTION -- CONTENTS -- SECTION I What Is Business Etiquette? -- THE ROLE OF GOOD MANNERS IN BUSINESS -- SOME ETIQUETTE BASICS -- Holding Doors -- Train Etiquette -- Automobile Etiquette -- Elevator Etiquette -- EXERCISE -- SECTION II Principles of Impeccable Work Behavior -- PRINCIPLES OF IMPECCABLE WORK BEHAVIOR -- Basic Guidelines -- EXERCISE -- SECTION III Meeting People -- MEETING PEOPLE -- WHEN YOU'RE THE RECEPTIONIST -- Unexpected Guests -- While They Are Waiting -- WHEN YOU'RE IN AN INSIDE OFFICE -- Receiving Guests for Your Manager -- When You're the Person Guests Have Come To See -- SHAKING HANDS -- INTRODUCING PEOPLE -- Being Introduced -- When introductions Are Neglected -- Saying Good-bye -- EXERCISE -- SECTION IV Telephone Etiquette -- TELEPHONE ETIQUETTE -- ANSWERING YOUR PHONE -- WHEN CALLERS ARE DISCOURTEOUS -- SCREENING CALLS -- MAKING AND RETURNING CALLS -- EXERCISE -- SECTION V Electronic Etiquette -- ELECTRONIC ETIQUETTE -- FAX MACHINES -- ANSWERING MACHINES -- Recording Your Message -- Leaving a Message -- VOICE MAIL -- Automated Answering Systems -- E-MAIL -- Netiquette -- EXERCISE -- SECTION VI Planning and Attending Business Meetings -- PLANNING MEETINGS -- Who Should Attend? -- Where Should It Be Held? -- Conference-Table Seating -- ATTENDING MEETINGS -- Promptness -- Greetings -- Honoring Territory -- Keep Your Clothes On -- Position Yourself -- Listen -- When Guests Arrive -- Leaving the Meeting -- EXERCISE -- SECTION VII Planning and Attending Meal Meetings -- PLANNING MEAL MEETINGS -- Head Table Seating -- Menu -- Conversation -- Paying the Bill -- Tipping -- ATTENDING BUSINESS MEALS -- Breakfast Meetings -- Table Manners -- Thank-You Notes -- Can You Refuse? -- EXERCISE -- SECTION VIII Business Invitations and Gifts -- SENDING INVITATIONS -- Inviting Your Manager.

Inviting Another Executive -- How to Address Invitations -- RESPONDING TO INVITATIONS -- DON'T GO EMPTY-HANDED -- EXERCISE -- SECTION IX Multicultural Etiquette -- MULTICULTURAL ETIQUETTE -- Defining the Challenge -- Using Names Correctly -- Gestures -- Touch -- Business Cards -- Eye Contact -- Smiling -- Personal Space -- EXERCISE -- SECTION X Summary and Answers to Exercises -- SUMMARY -- ANSWERS TO EXERCISE QUESTIONS -- SECTION II (page 15) -- SECTION III (pages 31-32) -- SECTION IV (pages 43-44) -- SECTION V (page 55) -- SECTION VI (page 65) -- SECTION VII (pages 81) -- SECTION VIII (page 92) -- SECTION IX (pages 101).