Unit 3: Etiquette & Positive Attitude

3.1. Basics of Etiquette

Definition:

Etiquette is defined as formal rules and manners that are considered sacred and acceptable in society. These
have been established by convention for a very long time and are followed diligently in both professional
and social settings. The word “Etiquette” is derived from French which actually means “Ticket”. Your ticket
to get anything and any place you want.
In other words,
Etiquette refer to guiding principle that dictates what our behaviour and manners should be in society. It
proves an asset because it tells you in clear terms about what it considers to be logical and rational.

Why do we need Etiquette?

 To avoid negative confrontation

 To avoid internal workplace or office politics
 To communicate effectively with an opposing opinion of another person(s)
 To be organized in a uniform way
 Avoid workplace tension / conflicts
 To avoid employee stress

3.2. Etiquette in Public Places

1. Behave with courtesy

Children should be taught to greet people they know and when meet them in public. There should always
be a polite and courteous manner to address people meeting in public places.
2. Communicate in the right way
If you meet someone in public who talks to your child, he or she should respond to the question properly
and reply politely. Teach him or her to have proper eye contact with the person he or she is talking to.
3. Should not point at any person or thing
If children see someone they want to show you, they should have your attention first and then without
pointing out to the person or thing, convey their message.
4. Make use of wastebasket when necessary
Nowadays, you will find a dustbin no matter where you go. Teach your children to throw the garbage in
the dustbin even if they have to look for one. Kids should be aware of keeping their surroundings clean.
5. Understand the importance of moving in turn
It is difficult for children to have patience but they should be taught to wait for their turn especially when
they are in public.
6. Respect other’s stuff
Children should be taught to have respect for other people’s property. In fact, they should treat it more
carefully than their own. Your children should not touch things that are not theirs and keep hands to
themselves especially in a super market.
7. Use proper etiquettes
Teach your children to say “excuse me” if they collide with someone or “I am sorry” if they have to pass
that person to reach somewhere else.
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8. Should not disturb others

During public performances, kids should not disturb others either by getting irritated or by putting feet on
the seat. They should also talk softly during the show or wait for the intermission.
9. Should be near you
When going out children should be trained to be by your side and not to wonder about on their own. There
is a chance of getting lost. Also teach them that if this happens, they should go to “may I help you” desk
and say their name and your name clearly so that it is announced in the mall.
10. Sit properly and quietly
When visiting someone’s house, your children should sit quietly and follow instructions that are given to
them. They should also pass no negative comments there. Do not expect a complete transition overnight.
If your children are not very young, you might have to repeatedly remind them about how to behave in
public. Kids follow what they see their parents do. So, make sure you practice the etiquettes properly.

3.3. Workplace Etiquette

When it comes to working in an office or other professional setting, etiquette matters. How you present
yourself and interact with those around you—whether your co – workers, supervisors, or direct reports—
speaks to who you are as a person and as a member of the team, and can directly influence the trajectory of
your career.

Five basic workplace etiquette every professional should know and practice:
1. Make A Good First Impression
People often form impressions about others within seconds of meeting them, so it is important to ensure you
present yourself as a professional. Be aware of your body language and how others may perceive it. A good
rule of thumb is to stand straight, maintain eye contact, and smile! Make sure you know the workplace dress
code and office policies ahead of time. Arrive on-time and be prepared for important meetings.
2. Avoid Gossip
People often form impressions about others within seconds of meeting them, so it is important to ensure you
present yourself as a professional. Be aware of your body language and how others may perceive it. A good
rule of thumb is to stand straight, maintain eye contact, and smile! Make sure you know the workplace dress
code and office policies ahead of time. Arrive on-time and be prepared for important meetings.
3. Communication is the Key
Communication is an important part of workplace etiquette. It is sometimes not what you say, but how you
say it that counts so be mindful of how you communicate with your colleagues in meetings and one-on-one
conversations. In regards to email, be sure your correspondence inside and outside of your workplace is written
clearly and free of spelling errors. Remember, email is a permanent record of any conversation so never put
anything in writing that you would say to someone’s face.
4. Understand your Work Environment
The values, policies, and procedures of a workplace can be difficult to discern at first. If you are in a larger
organization with a structured human resource division, you may have access to an HR Manager or in-house
trainings to keep you informed of your organization’s expectations. In a smaller workplace setting, some of
that knowledge may come from observing others and asking questions of your colleagues when needed. Lastly,
observing the atmosphere and actions of others can help you understand what’s appropriate and what’s not,
and how to best navigate the workplace while maintaining your professionalism.
As the global market grows, the need to understand multiple international standards of business etiquette is
also growing. If you take a job or internship in another country, be to research the proper etiquette, culture and
customs for both that country and the organization you plan to work for.
5. Be Personable yet Professional
Sharing information about your personal life is your choice, but be cautious when it comes to what you share;
some colleagues may be more open than others and might choose to keep their personal life private as well.
Similarly, you may want to limit personal calls, emails, and other non-work related tasks to after work hours.
Within your workspace, it’s okay to add personal touches but remember that your colleagues will see the space
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and consider it a reflection of your professional self. Lastly, getting to know your colleagues is a good thing
but always be respectful of others’ space. If you need to discuss something with them, don’t just walk in;
knock or make your presence known, and always offer to schedule a meeting for later in the day if they are
busy in the moment.

Few things one must NOT DO at the workplace are as under:

1. Do not “Reply All” to an email chain
2. Do not have personal conversations at your desk.
3. Do not bring your emotions at the office
4. Do not be afraid to ask questions
5. Do not gossip about fellow co – workers or your boss
6. Do not use emojies or multiple exclamation points (if any) in work emails
7. Do not talk back to your boss
8. Do not forget that at work socials, you are still at work
9. Do not be nervous, but also do not overstep your boundaries
10. Do not forget an umbrella

Few things that one MUST DO at the workplace are as under:

1. Do arrive early
2. Do network with people outside your cubicle
3. Do be willing to help out a co – worker
4. Do bring in goodies
5. Do create a proper personal email address
6. Do jump at the chance to complete a new task
7. Do be flexible
8. Do dress appropriately for the office
9. Do make sure your earbuds are plugged in securely to your computer
10. Do be open – minded
11. Do wear a smile

Making a mistake at a workplace is ok, repeating the same is not!

It is understandable to be nervous as you move into your first job after graduation or when you make a career
change to a completely new company or industry. But, it is also important to remember that it is okay to make
mistakes; nobody is perfect. As long as you are constantly growing and learning from those mistakes, and
make an effort to stop making the same mistake in the future, your co – workers will notice.
Unit 3: Etiquette & Positive Attitude

3.4. Interview Etiquette

The impression you make on the interviewer often can outweigh your actual credentials. Your poise, attitude,
basic social skills, and ability to communicate are evaluated along with your experience and education.
You and the interviewer must engage in a conversation - a mutual exchange of information and ideas. Only
through such a dialogue can you both determine if you, the organization, and the job are well matched.
Preparation is the key.

1. Be on time
This often means 10-15 minutes early. Interviewers often are ready before the appointment.
2. Know the interviewer’s name, its spelling, and pronunciation
Use it during the interview. If you don’t know the name, call beforehand and ask the secretary. Also, note
the secretary’s name in case you have to call back. Secretaries can influence the hiring decision!
3. Have some questions of your own prepared in advance
There is nothing wrong with having a short list of questions and thoughts- it shows you have done your
research and want to know more about the organization and the position.
4. Bring several copies of your resume
Also, bring a copy of your transcript. Carry your papers in an organized manner.
5. Have a reliable pen and a small note pad with you
Do not take notes during the interview. However, immediately afterward, write down as much as you can
remember, including your impression of how well you did.
6. Greet the interviewer with a handshake and a smile
Remember to maintain eye contact (which does not mean a stare down).
7. Expect to spend some time developing rapport
Do not jump right in and get down to business. Follow the interviewer’s lead.
8. Do not be embarrassed if you are nervous
As you gain experience you’ll become more at ease with the interviewing process.
9. Focus
On your attributes, your transferable skills, and your willingness to learn; don’t apologize for a lack of
experience; describe your strengths in terms of what you can do for the organization.
10. Tell the truth
Lies and exaggeration will come back to haunt you.
11. Listen carefully to the interviewer
Be sure you understand the question; if not, ask for clarification, or restate it in your own words. Answer
completely and concisely. Stick to the subject at hand.
12. Never slight a teacher, friend, employer, or your university
Loyalty ranks high on the employer’s list.
13. Watch your grammar
Employers are interested in candidates who can express themselves properly. Even if you have to go
slowly and correct yourself, accuracy is preferred over ungrammatical fluency.
14. Be prepared for personal questions
Some interviewers may not know what they can and cannot ask legally. Anticipate how you will handle
such questions without losing your composure.
15. Wait for the interviewer to mention salary and benefits
To research pay scales, refer to salary surveys and information on the Career Services website on/in the
career library.
16. Do not expect a job offer at the first interview
Often you will be invited to a second or even third interview before an offer is made several weeks later.
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17. Close on a positive, enthusiastic note

Ask what the next step will be. Thank the interviewer for his/her time and express your interest in the job.
Leave quickly and courteously with a handshake and a smile.
18. No interview is complete until you follow up with a thank-you note
Express your appreciation for the interview and, if true, reaffirm your interest. This last step can make a
difference. Don’t forget it.
19. Choose a quiet place
While appearing for telephonic interviews, make sure you have your resume in front of you. Move to a
quiet place and keep a pen and paper handy to jot down address or other necessary details.
20. Be very particular about your appearance
Follow the professional dress code for an everlasting first impression. Wear something which looks good
on you. Coordinate a light colour shirt with a dark colour well fitted trouser. Make sure your shoes are
polished and do not make noise. Hair should be neatly combed and do apply a mild perfume. It is essential
to smell good.
21. Enter the interviewer’s cabin with confidence
Greet him with a warm smile. A firm handshake says that an individual is confident, aggressive and
willing to take challenges. Do not offer to shake hands if the interviewer is a female. Do not sit unless
you have been told to so.
22. Make an eye contact with the interviewer
Avoid looking here and there.
23. Stay calm
Avoid being nervous during interviews. Remember no one will hang you till death if you do not clear the
interview. There is always a second chance.
24. One must sit straight for the desired impact. Avoid fiddling with pen and paper. It is important to have
the right attitude as it helps you stand apart from the crowd.
25. Keep your cell phone in the silent mode while attending interviews. Cell phone ringing during interviews
is an offence.
26. Chewing gum during interview is childish.
27. Do not fold your resume; instead keep it in a proper folder. Carry all other relevant documents which you
might need during interview. Keep a passport size photograph handy.
28. Be honest with the interviewer. Remember a single lie leads to several other lies. Avoid fake stories. It
might land you in trouble later.
29. Take care of your pitch and tone. Be polite but firm.
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3.5. Telephonic Interview Etiquette

1. Set Yourself Up for Success

 What does that mean? Well, for one, you probably should not take the call in your pajamas in bed. A few
days before the call, prepare for the interview in the same way you would ready yourself for an in-person
meeting. Review the questions and answers you will likely be asked.
 When the day comes, wear clothes that help you feel confident, capable, and professional. Then, set up a
quiet space where you can sit at a table with a copy of your cover letter and resume.
 Make sure you have a pen and paper, and most importantly, keep background noise to a minimum. You do
not want your dogs, kids, spouse, or parents yapping for your attention while you are on the phone. Arrange
for privacy (or a babysitter) if need be.
2. Do not take the Call on a Speaker Phone
 It is not a good idea to take the call on speakerphone. Though it might appear to help you take notes or be
able to look at your resume, it could make it difficult for your interviewer to hear you. Don't risk the chance
of being misunderstood or losing a key answer to static. Consider instead wearing a headset if you want to
take notes while you talk.
3. Do not Multitask
 During your interview, do not make (or drink) coffee, have the TV on in the background, eat lunch, scan
your Facebook feed, etc. In fact, you should not be browsing the internet at all. While it can be helpful to
have a browser open in case you need to look up a quick fact, ideally you should limit it to one window
only and have your resume and cover letter printed out.
 Hopefully, you have already done your research before the interview, so there should be no need to
scramble for answers while you are on the phone.
4. Do not Talk Much
 In a face-to-face interview, it is easy to read your interviewer's body language and pick up the cue for when
you should stop talking. On a phone call, those signs aren't so clear, so it's easy to ramble on.
 Whether or not your rambling adding value to the conversation is irrelevant; at a certain point, your
interviewer will stop paying attention, will perceive you as someone who lacks the ability to listen well,
and might get annoyed as you chop away time for other, more important questions and answers. Think of
your answers like a great cocktail: you do not want it watered down. Keep it short and strong.
5. Do not take the Call in a Public Place
 Make time for your interview. Only agree to take the call during a time and date in which you can sit down
and focus in a quiet space - taking the call in a coffee shop or while on-the-go is not a good move.
 If it's going to be difficult to take the call, consider rescheduling for a time that's better. Here's what to do
when you need to reschedule a job interview.
6. Do Make Sure Your Connection is Working Properly
 Don not risk interrupting the rapport of your interview with a faulty connection. If you have a landline in
your home, generally it should provide a clearer connection than a cell phone. If you are using a cell phone,
make sure the service in your location is consistent. And finally, if you are making the call through the
internet, do a test run with someone before your call.
 Hint: Silence the devices that you are not using to take the call. For example, if you are on the landline, put
your cell phone on mute. If you are using your cell phone, turn off your computer volume. If you are using
your cell phone, turn on "Do Not Disturb" mode once the interview begins, so you do not get distracted by
calendar and news alerts or text messages.
7. Do not wait to Call In
 Give yourself ample time to set up. Ideally, about 30 minutes before your call, you should be sure you have
the right contact information, check your cover letter and resume is handy, and review both your application
materials and the company's website to ensure the information is fresh in your mind.
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 If you are calling your interviewer and not the other way around, start dialing a minute or so before your
scheduled appointment, so your call comes in right on time. If your interviewer is calling you, make sure
you're ready to take the call a few minutes prior to the scheduled time.
8. Do Speak Up if You Can't Hear
 Do not be afraid to tell your interviewer you can not hear him or her. Speaking up is better than spending
the whole interview missing questions. Do not take the fall out from a bad connection. If you ca not hear
your interviewer well, let them know politely. All you need to say is, "I am sorry, I missed that. I think the
connection is poor."
9. Do Take Notes
 While you shouldn't be scribbling away during your interview, if at any time you discuss next steps (e.g.,
send a portfolio, connect on LinkedIn) or information is shared that you'll need to have on hand later on for
your thank you note or a subsequent interview, take notes, so it doesn't slip your mind. Similarly, you can
write down any questions that come up.
10. Do Realize that there will Likely be Next Steps
 Do realize that there will likely be next steps. In most cases, a phone interview is only a first step.
Sometimes, candidates will even be screened two or three times on the phone before being asked to come
into the office.
 On the one hand, this is good news in that you have multiple opportunities to prove your candidacy. But, it
also means that there will likely be many others vying for the job, so it is important to do your very best
each time you interview to make it to the next round.
 Do not think that just because you have been invited for a phone interview that you have the job in the bag.
In many cases, it is only a gateway to other interviews.

Few things one should be careful about and NOT DO during the telephonic interviews are:
 Forgetting to prepare for bad signal and other tech troubles
 Failing to prepare any notes
 Talking too much and too fast (also do not be very slow)
 Making yourself too comfortable
 Just hanging up at the end of the call

3.6. Telephone Etiquette

In the business world, at the workplace, it is incredibly important to convey a professional image, not only in
person but on the telephone as well. Knowing how to take care of callers and providing them with accurate
information is very important. While sounding professional when speaking on the telephone may seem like
an easy concept, there is always room for improvement. Whether you are a receptionist, work in customer
service, are an executive secretary, or hold some other job title, the following telephone etiquette tips will help
you always convey a professional image when speaking to another person.
1. Always Speak Clearly
It is important to speak clearly and slowly. Because the person on the other end of the phone cannot see
your face or body language, it is necessary to convey your message through clear speech.
2. Do Not Yell
Some people have a tendency to be on the louder side when they speak. If that is the case, it is imperative
that you tone down your voice so that the person on the other end of the line does not feel that they are
being shouted at. Even if it is not your intention, a customer having the impression that you are raising your
voice will not convey a professional image for your company.
3. Do Not Use Slang
When on the phone, you should never use slang. While it may be normal in everyday conversation, slang
and other poor language conveys a very unprofessional message to the customer. You also never want to
use swear words, regardless of how upset you may be.
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4. Never Eat or Drink while on a Call

If you are tasked with answering the phone, whether full time, or as coverage for someone else, it is
important to not eat or drink while on phone duty. Wait for your break to grab a drink or something to eat.
Customers do not want to hear you chomping in their ear.
5. Always Listen
While it may seem obvious, listen to what the person on the phone is saying. It is often a good idea to repeat
the information back to the customer in the event that you need to take a message. This ensures that you
are taking down the proper message so it can be passed along to the correct co – worker.
6. Use Proper Titles
When speaking to someone on the phone, especially if they are not someone you know, it is important to
use the proper title when addressing the person. For instance, Mrs., Mr., Dr., etc. are appropriate. You never
want to address a caller by their first name unless you have been given permission to do so.
7. Have Patience
People will often contact a business when they are unhappy about something. It is incredibly important to
have patience and be as helpful as possible when you have an upset customer on the phone. Try your best
to provide them with the appropriate resources to remedy their issue and never, ever act in a rude manner
towards the customer.
8. Focus on the Task at Hand
Especially for those that work in a busy, fast paced office setting, it can be difficult to keep your
concentration. When speaking to someone on the phone, you need to remain focused on the call as opposed
to what is going on around you. If a co – worker tries to interrupt your call, make it clear you are on the
phone and will be with them as soon as the call is over.
9. Ask Permission Before Placing a Call on Hold
 If you are responsible for answering multiple calls, it will be necessary to place people on hold. Before
placing a customer on hold, you should always politely ask if you may place them on hold. Once a customer
is placed on hold, you should try to answer their call as soon as possible. Ideally, customers should not be
placed on hold for more than a few seconds, as they may become annoyed and hang up.
 There are lots of tips that can be utilized to convey a more professional image over the telephone in addition
to the ones listed above. Staying patient, providing correct information, and sounding happy will really
improve your phone skills. While the person on the phone may not be able to see you, if you smile, it will
be conveyed in the tone of your voice and you will come across as pleasant and professional. To learn more
about phone etiquette, consult the following websites.
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3.7. E-mail Etiquette

 Responding to emails is a necessity in the business world, but taking the time to type out a thoughtful,
polite reply to each one can take a good amount of time of your day. Google has added a Smart Reply
feature to Inbox by Gmail and Google Allo that allows emailers to choose quick, auto – generated responses
suggested for them based on the email text.
 While there is a time and a place for this, quick, casual responses to professional emails could do more
harm than good, according to Sharon Schweitzer, founder of Protocol & Etiquette Worldwide. Automated
responses can reduce connections between senders and receivers, and creating more generic rather than
customized emails may lead to miscommunication.
 Jodi R.R. Smith, owner of etiquette consulting business Mannersmith, and Schweitzer shared their advice
for keeping emails proper and professional, including some major dos and don’ts, and when to use the CC
and BCC options.
Few things one SHOULD DO while drafting/replying to an email are as under:
1. Do: Use proper Salutation
Opening an email with “hi” or “hey” might be OK for colleagues you are friendly with, but for new contacts,
Schweitzer advised beginning your email with a proper, respectful salutation, such as “good morning,”
“good afternoon,” “good evening” or “hello.”
“‘Good day’ or ‘greetings’ are other phrases used frequently in the international arena,” she added.
2. Do: Proofread
Before you send, make sure to carefully proofread and edit your email. You should look for misspellings,
homonyms, grammar and punctuation errors, Smith said. Careless email mistakes will only make you look
bad to your recipients.
“These errors look unprofessional and reduce the likelihood that the email will be taken seriously,” added
Schweitzer. “Email software comes with many professional tools such as Spell Check. Use them.”
3. Do: Stay Concise
It is always best to keep your emails short and sweet. Emails are not meant to be as brief as text messages,
Smith said, but they are meant to be a form of quick communication. If your email is too wordy, try editing
it down to make it more concise.
“Recipients will only read the first line or two before deciding whether to keep or delete [an email],” Smith
said. “Be sure you are saying what you need to say sufficiently.”
4. Do: Keep Calm
Never send any email while you are angry or otherwise emotional, Smith advised. Instead, try to calm down
and then speak to the person you need to address face to face or over the phone if an in-person meeting is
not possible. Doing so could help you avoid an unnecessary altercation, Smith said.
Few things one SHOULD NOT DO while drafting/replying to an email are as under:
1. Do Not: Use Buzzwords
Acronyms and buzzwords can confuse recipients and make you look unprofessional, said Smith. Stick to
writing out full words and use layman’s terms to get your point across, although exceptions can be made
depending on whom you’re emailing. For example, acronyms may be acceptable in the occasional internal
email, but any email you send – especially to clients – should be written in language that is easy to understand.
2. Do Not: Put Anyone Down
Emails can be shared quickly and easily, and there are consequences to disparaging others in lasting, digital
communications. Avoid embarrassing yourself – or worse, losing your job – by making sure you don’t
badmouth any colleagues or business partners. “You never want to say anything bad about someone in an
email,” Smith said. “It is simply too easy for it to be forwarded and have it end up being read by someone for
whom it was not intended.”
3. Do Not: Punctuate Poorly
When you’re writing a professional email, keep the exclamation marks to a minimum. One exclamation mark
is too many, Smith said. Keep your punctuation professional, and unless you’re friendly with the intended
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recipient, Smith said you should avoid using emoticons in emails, too. “Those little blinking icons are for text
messages,” said Schweitzer. “They are inappropriate and unprofessional in a business email. Emoticons may
divert email to a spam filter or junk mailbox.”
4. Do Not: Forget the Conversation Closure
End your email with a closing such as “best,” “best regards,” “sincerely,” “thank you,” or another appropriate
phrase. “By letting the recipient know that a response isn’t needed, the email cycle doesn’t continue on in
perpetuity,” said Schweitzer. Other closer options include “no reply necessary,” “thank you again,” “see you
at the meeting” and “please let me know if I may be of further assistance.”
How to use ‘CC’ and ‘BCC’ Properly
 The carbon copy (CC) and blind carbon copy (BCC) tools are tricky. Sometimes they’re useful, but if used
improperly, they can be problematic. When you use the CC feature, keep in mind that less is more. You
also need to think about what it is that you are sending and how important it is to others. One must give a
proper thought about who really needs to be looped in the conversation.
 Sometimes people are so proud of their work product that they add a dozen recipients in the CC line and
then bask in the limelight of afterglow when everyone comments about how much or how well they are
doing. This may be interpreted as slick boasting, a cry for attention or self-centeredness, so keep CCs to
only those with a need to know.
 The BCC feature allows you to add someone to an email conversation without others knowing, so it can be
a little harder to determine when or if it is right to use it. There are times when BCC-ing others is a good
idea.
 If you are planning something but not everyone in the conversation knows one another yet, using BCC
keeps everyone’s emails private until they are ready to share with the group.
 If you have been asked to complete a task, when you include the requester via BCC, it lets that person
know that the task is in progress.
 If you are corresponding with a client who is unsatisfied, BCC-ing your boss will ensure that he or she
won’t be caught by surprise, should the client call.
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3.8. Dining Etiquette/Table Manners

3.8.1. Restaurant Etiquette
1. One must not put your Cellphone, keys, or purse on the table.
2. One must set up the payment beforehand of he/she is the host.
3. One must place the napkin properly.
4. Do let your guest order first.
5. Always be a proper and presentable dressing.
6. One must not yell at the waiter.
7. Not to reach across the table to sample your companion’s food.
8. Send back the food not cooked properly.
9. Do order the same number of courses as your companion.
10. Do not place your utensils on the side of your plate when you are done eating.
11. Do remember all the table manners.

3.8.1. Business/Formal Dining Etiquette

1. Choose the right restaurant.
2. Arrive on time. In case get late then be courteous to inform.
3. Avoid using your smart phone or put it on silent, vibrate or airplane mode.
4. Introduce yourself in there are few new faces.
5. Come prepared with well – informed small talk.
6. Never assume that your client is looking for a social encounter.
7. Avoid expensive or market price items,
8. Always be kind to the wait staff.
9. Whoever initiates the dinner should pay for it.

Common Must Know Table Manners

Table manners have evolved over centuries to make the practice of eating with others pleasant and sociable.
With so many table manners to keep track, keep these basic, but oh-so-important, table manners in mind as
you eat:
1. Chew with your mouth closed.
2. Keep your smartphone off the table and set to silent or vibrate. Wait to check calls and texts until you are
finished with the meal and away from the table.
3. Hold utensils correctly. Do not use your fork or spoon like a shovel or stab your food.
4. Wash up and come to the table clean. Do not groom or attend to hygiene at the table.
5. Remember to use your napkin.
6. Wait until you are done chewing to sip or swallow a drink.
7. Pace yourself with fellow diners. Cut only one piece of food at a time.
8. Avoid slouching and do not place your elbows on the table while eating (though it is okay to prop your
elbows on the table while conversing between courses, and always has been, even in Emily’s day).
9. Instead of reaching across the table for something, ask for it to be passed to you. and bring your best self
to the meal. Take part in the dinner conversation.

3.9. Positive Attitude & Related Concepts

Unit 3: Etiquette & Positive Attitude

What is Attitude?
Attitude is a feeling or opinion about something or someone, or a way of behaving that is caused by due to
some situation or mindset.

What is Positive Attitude?

Having a positive attitude means being optimistic about situations, interactions, and yourself. People with
positive attitudes remain hopeful and see the best even in difficult or challenging situations.

How can one develop a Positive Attitude?

Your mind is a powerful thing. If you allow yourself to keep a positive state of mind, your attitude will
follow.
There are many ways to develop your positive attitude. Here are a few to help you get started.
 Listen to your internal dialogue:
When faced with a negative thought, turn it around to make it into a positive thought. (For example, “I
am no good at this!” could be changed to, “Maybe this is not one of my strengths, but I’ve tried my
hardest, and I am skilled in many other things.”)
 Interact within positive environments and with positive people:
Do things with people who reinforce you in a positive way. Go places that have special meanings and
positive memories or associations.
 Volunteer:
Do something that will help others. This will give you a sense of fulfilment and make you feel happy
inside.
 Get pleasure out of the simple things in life:
Laughter is one of the most powerful mood enhancers. Allow yourself to laugh.
 Permit yourself to be loved:
Everyone deserves to be loved. Everyone is loved.
 Your actions and reactions toward other individuals can determine the end result of the interaction. For
example, if you are receptive and respectful to individuals’ opinions, they in return could be more open to
what it is you have to say.
 Take responsibility for your actions, thoughts and feelings. No one can make you feel any way that you
do not want to feel.
 Accept that no one is perfect and that includes you. Be proud of your accomplishments and the hard work
you’ve done. Use the moments when you think you have not succeeded as learning experiences.
 Take a close look at your life. Examine your daily routine and the effects it has on your life and most
importantly your attitude. Ask yourself these questions:
 Do I have beneficial, positive relationships?
 How do I start my day? Do I have a routine that promotes positive energy to keep a positive attitude all
day long?
 Am I aware of my state of mind and its changes? If I am in a negative state of mind, am I able to change
it?
 Is my living space a positive environment? If not, what can I do to make it a positive environment
(examples: change the lighting, add colour, and/or cleaning)?

3.9.1. Importance of Positive Attitude for Students

Unit 3: Etiquette & Positive Attitude

 School/College is tough these days – students have so much work, activities, sports and more. It is easy to
get stuck in a rut rather quickly or to feel like you are not succeeding. Students need all the support they
can get.
 It is one of the best things you can do to help your students boost their happiness and build more positivity
into their lives. This is not difficult or complicated at all. There are a few things you can do to add more
positive experiences and fun into your life.

The Power of Positivity

 The wonderful thing about positivity is that it does not just affect one area of your life. It affects every area.
Depending on your personality and your upbringing, you may not believe that your happiness matters.
 But the happier you are, the more you lean into the best version of yourself. This creates a ripple effect—
when you are filled with joy and peace, you become a better student, a better friend, and a better guide.

How does Positivity affect Students and Teachers?

Positivity makes it easier to achieve your goals. That is because when you are in a positive frame of mind,
you can make better decisions. You can look ahead and plot a course, rather than just reacting to the
setbacks you encounter. You do not get stuck with negative self-talk. Here are five reminders about
the importance of a positive attitude for students.
1. Easier to Ask for Help
It is also easier to ask for help when you are feeling positive. This means when you see an obstacle in your
path, you are more likely to reach out to a teacher/guide or parent for advice. Soaking in their wisdom can be
just what you need to overcome your obstacle and find success.
2. Positivity Can Even Improve Your Health
One way that positivity can boost your health is by lowering your blood pressure and heart rate. When you are
experiencing negative emotions like anger or fear, your body will begin producing adrenaline, the flight-or-
fight hormone. This is a great mechanism when you’re faced with an emergency like a serious car accident or
house fire. But when you are faced with something less intense like turning a paper or taking an exam, that
adrenaline response just is not helpful. Fortunately, positivity makes it easier to relax and manage stress, so
you don’t have to spend the day feeling like you are on a rollercoaster.
3. Positivity Increases your Satisfaction in Life and School/College
It is easy for students (and adults) to get focused on everything that is wrong in the world and it is tempting to
spend your time looking at what everyone else has. But all of that wishing and jealousy is just another form
of negativity.
When you choose to embrace positive thoughts and focus on the things you are grateful for and successful at,
you stop comparing yourself. Instead, you can see all the amazing things around you—like your teachers,
friends, and family.
4. Positivity helps you Grow
Positivity can be useful by prompting students to take risks and try new things in the classroom and at home.
For example, students might experiment with taking trumpet lessons and discover that they love the instrument
or they might try running and find their new favourite exercise routine.
5. Learn from your Mistakes
Of course, being positive and taking a risk does not mean everything will turn out the way we might have
hoped. Students who learn from their mistakes can still focus on the positive side of things. Maintain a positive
outlook, and appreciate the valuable lessons and wisdom and students can share those experiences as well.

How Positivity Impacts a Workplace?

When there are positive attitudes in a workplace, there is a feeling that anything can be accomplished.
Colleagues support each other and work in tandem, and a host of other positive outcomes materialize, such as:
 Increased productivity
 Greater probability of collaboration and teamwork
 Improved morale
Unit 3: Etiquette & Positive Attitude

 Ability to overcome adversity

 Willingness to think creatively and try new things
 Willingness to share information and ideas
 Lower turnover
 Increased sense of camaraderie
 Improved customer service
Positivity can be contagious, where everyone feels like they are on the same team, the effort is collective, and
everyone’s ideas are valued and welcomed.

How to Decrease Negativity?

 Even one or two negative people can bring down a whole workplace attitude. Try counselling these nay-
sayers by getting to the heart of what brings out the poor attitude. Perhaps it is temporary, such as a life
struggle or personal issue; conversely, it may be a personality trait, hard-wired to be a vocal devil’s
advocate.
 In the former case, the staffer may need sympathy and redirection to get back on track; in the latter example,
if an employee does not feel their attitude is “wrong,” there’s no incentive to change. In this case, start
tracking specific behaviours, take corrective measures, and if circumstances do not improve, move forward
with your company policies for enacting disciplinary measures for non-compliant performance.

How to Cultivate Positivity

You can go a long way in cultivating an attitude of positivity in your workplace by being respectful, inclusive
and supportive of staffers.
 Do not allow gossip or cliquish behaviour to thrive
 Express appreciation for a job well done
 Share credit
 Celebrate successes
You can also increase the odds of having a positive workforce by hiring people with positive outlooks.
Question future candidates about how they handle disappointment and setbacks and whether they enjoy team-
working environments.