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|  | Compassion in Three Great Men
Compassion
Our Etiquette Man, Jay, had the chance to hear three wonderful men speak about "Crash, Learn, and Conquer". Former Premier of Newfoundland and Labrador Danny Williams; former New York City Mayor Rudy Giuliani; and the one and only Donald Trump each spoke at a conference two weeks ago. Here he shares some observations with you...
I had the distinct pleasure of attending the Spark NB event last week where Donald Trump headlined an all star line up of speakers including former New York City Mayor Rudi Giuliani and the former Premier of Newfoundland and Labrador, Danny Williams. The theme of the day was Crash, Learn and Conquer and was delivered to an audience of seasoned business people, young entrepreneurs and students. I attended because I wanted to hear how these men incorporate civility and compassion into their working lives. Strangely enough I was not surprised that those two words were not uttered a single time throughout the presentation. I found this fascinating, however, because to me without civility and compassion, business cannot truly succeed.
Mr. Williams was the first to speak and he explained how he pulled his province up by the bootstraps and with his tenacity and scrappiness persuaded the federal government to treat his constituency fairly. He has been a hugely successful businessman and attorney as well. Despite the reputation he garnered over his years at bat for the province, he showed a side of compassion and understanding of the really basic needs of his fellow Newfoundlanders and Labradoreans and a genuine caring for people.
Mr. Giuliani spoke of his time as mayor of New York City during the events surrounding the tragic day of September 11, 2001. In addition to his words of wisdom for entrepreneurs of having a goal, being optimistic, being a problem solver, having courage tempered with fear, the importance of practice, anticipation, and teamwork, his most important pearl, in my opinion, was to love people. He emphasized how friends are our best safety net and that we need to help people whenever we can. Without his enormous compassion and sense of civility towards all people, he would not have had what it took to manage one of worst moments in human history, as we know it.
Mr. Trump spoke of his colossal ups and downs both in business and in his personal life. I lived in New York for many years, so “The Donald’s” track record was old news to me. I remember when he was struggling with what seemed like an insurmountable amount of debt, when his real estate empire was collapsing around him, and when almost any other person would have given up. And I remember watching him climb back building strength upon strength to regain his prominence as a great entrepreneur. He deservedly has the reputation of being a bully in the boardroom and he espoused the position of getting even, having ironclad agreements, and never giving up. His philosophy of loving what you do, staying focused, and making your own luck is one which has been enormously helpful to his career. Although he has great bravado and an arrogance that a scant few would dare to get away with, I came away feeling that here is a man who flourished because of the team of people he maintains around him. My guess is that behind closed doors was a man who demanded respect and who equally showed respect to everyone in his life. He would not have been able to form a good team without compassion for himself and for others and certainly not without sincere civility.
One only need look at his children to see what a great father he has been and continues to be. That is where the evidence really lies. Despite never mentioning the importance of compassion and civility in his life, it is tucked away inside, hiding sometimes behind a tough protective exterior.
I hope the audience appreciated the kindness and common sense values that these men have. We all love to hear the incredible stories of crashing and recovering. Many of us can clearly relate as we have such stories in our own lives. We love to hear about the renegade side of people who go against the tide and handle pressures we hope to never be faced with. Some of us can handle life on a roller coaster and can face serious challenges with great strength and a sense of purpose. Others of us need a more secure, even sedate, life where intense pressures are avoided.
In the end, whichever path we choose or find ourselves on unexpectedly, we can be happier and move more gracefully through the day if we practice compassion and show civility to everyone whom we meet. It is the lubrication that oils the wheels of life and which gives is the strength to put the feelings of other people ahead of our own. In business and in our private lives, we may at times be scrappy, be focused on emergencies, or even be in a position of being arrogant. If tempered with compassion and respect for those around us, those who truly love us will surround us.
--Jay |
 | Civility Begins at Home
Bullying
Life for many of us is not always a bed of roses. In this column, "Civility Begins at Home", Jay takes a glimpse at this unpleasant subject and what we might do to change things...
We are, after all, human beings. It is our very nature, especially in western society, to get ahead either at school, in our jobs, or in our efforts to get reelected as government officials.
None of us are immune to overstepping our bounds from time to time in this desire to achieve our goals. Unfortunately, in striving for our goals, too often these efforts turn into acts of bullying. Sometimes we purposefully act in ways which can be very hurtful and cruel to those around us. Other times we behave this way quite unaware and are clueless as to how our actions affect those people with whom we interact.
What better time than the present is there to stop and assess our actions, our motives, and our goals? I have observed, as have many others, that civility at school, in the work place, in social and activity clubs and in the legislature has fallen to a very low point. If we want to build any kind of a sustainable and healthy future for our children and grandchildren, now is the time to begin anew to lead by example so that those who hold us in high regard have good reason to do so.
Where we need to begin this sort of renovation is at home. Bullying begins at home. This is learned because one or both parents, caregivers, and siblings teach this behavior initially. There is no point to laying blame elsewhere. If there are constant tears at home from a child; if there is a constant or even occasional outburst which instills fear in a household; if there is confusion and lethargy surrounding a household, it is time to take a look at what is going on. We need to become more aware of and take responsibility for our actions. We must make a bigger effort to think about how we affect other people's feelings and self-esteem.
Bullying comes in many forms – physical, emotional, verbal, and mental. Unfortunately, the effects of this abuse can last a lifetime. We all deserve respect. Whether the newborn freshly home from the hospital, the elder statesman who is the patriarch of the family, or the grandmother whose firm guidance has solved many a family argument, we all deserve to be treated with kindness, compassion and respect. This is best accomplished if practiced everyday. I think it is so important that I suggest scheduling some family time if necessary, where all family members can get together to discuss what is going on in their lives. How else will we find out if someone is being bullied and is afraid. None of us are skilled enough psychics to guess how our loved ones are feeling, what their troubles may be, and how we may help them to feel better about themselves.
Bullying is akin to negative reinforcement. The only thing worse is abandonment. Coming home to an empty house, for example, is a very unhealthy way for any of us to end our day of work or schooling. Even something as simple as a short note indicating that there is food in the fridge or what time dinner will be gives some assurance that a much needed connection will be made soon. We cannot thrive or even exist in isolation. We mustn't do this to our loved ones.
Bullying is the behavior of weak individuals. This weakness needs to be addressed. It is the responsibility of parents to see to it that their children are raised to know the difference between behavior which is acceptable and that which is not. This is a simple process really because everything that our parents do, we as children assume is alright. It does not take a lot of experience to recognize actions which are wrong. Abuse of any kind is uncalled for. Physical abuse is in fact against the law, a fact of which many people are unaware. Physical abuse must be reported to authorities at once and can be done anonymously if needs be.
When we return to our schools and offices this autumn, let's try to make it our own personal policy to behave civilly with one another. This kind of natural behavior cannot be successfully legislated, nor should it be. A healthy society should be able to nurture this behavior very comfortably. Discussing this at home brings it to the forefront of our minds and helps make it easier to happen. If the home is a secure place to live physically, mentally and emotionally, our schools and places of work will be too.
--Jay |
 | Coming Back to the Nest
Guidelines to Visiting Parents
Dear Jay,
What is a polite way to limit the number of days an adult child visits home?
Respectfully yours, Karen
Jay's ANSWER:
Dear Karen,
Adult children returning to the nest is one thing. Those simply coming for a visit is another. You must remember that your home is your castle and you alone set the guidelines and make the rules. If there is an issue about this in your mind, you must state clearly exactly what the guidelines are. Being honest with your message does not require being disrespectful or rude. Keeping facts and feelings separate is a challenge we all face from time to time. Speak in a kindly tone and take full responsibility for your position. It is, after all, your position. Don't lay blame on your child. He or she learned their behavior from you most likely. So, if you've enabled this turn of events, it's now time to explain that now things must change and these are the new rules. I advise not letting this become a big issue. Nipping it in the bud before he or she arrives will help.
Kind regards, Jay
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 | Lack of Awareness
Look Around You and Be Polite
This may sound like an exercise akin to patting your head and rubbing your tummy, but I am quite serious about this seemingly simple concept. A reader recently sent me this note illustrating the lack of awareness and kindness towards others. Perhaps we can all learn from this reader’s questions.
“I really enjoy your column. Thanks for the great suggestions for the New Year, which I intend to use. One thing that maybe you could consider writing about is the following: It really bothers me that many people today seem to just live in their own world and have little consideration for others who are around them. Often I have walked into a building right after someone who does not appear to know that I am there and drops the door on me.
“Another beef that I have is people shopping in grocery store aisles, often with a number of family members, who run into someone that they know and proceed to block the aisle as they carry on a conversation.
“I think the one that bothers me the most is when you get behind someone at the local drugstore or convenience store who insists on making their purchase, get their air mile points, pay all their utilities, and both check all their lotto tickets and buy new ones while others are waiting behind them! There just seems to be a general inconsideration for others demonstrated here. I used to buy my gas at a convenience store in the Fredericton area where the owner had a policy that customers could not do prolonged lotto ticket transactions if others were waiting. More than once I have just put my purchases down and walked out!
“I know that I sound like the complainer here but it really does bother me! Happy New Year and looking forward to reading you in 2012.”
The scenarios outlined above are ones to which we can all relate. No one likes having a door surprisingly slammed in his or her face. But it does happen frequently! People just do not look behind them to see if someone is coming and politely hold the door open for that next person. What we need to practice is being polite by taking just seconds to be aware of those around us. I find that when I experience these annoying situations, a bit of self-reflection often reveals a need to slow down and be more aware of what I am doing.
In grocery stores or any store with narrow aisles and shopping carts, it is helpful to look around and try not to inconvenience others. I am not suggesting that a good ‘gossip’ isn’t appropriate quietly in the store, but most customers are not there for social purposes. They need to get in and get out. The lesson here is to consider putting yourself in the other person’s shoes. The Golden Rule comes in handy frequently. This is another call to slow down and be aware of those around you, even putting them and their feelings before yours upon occasion.
The multi-tasker at the super market or at the bank or even at the ticket counter can really be annoying. We have become accustomed to one-stop shopping and find accomplishing a number of chores at one place very satisfying. However, if there is a line of people behind you watching you wind through your list of lottery tickets or other time-consuming tasks, I recommend coming back at a time when the lines may be shorter. This is akin to going through a busy grocery line with a full cart of purchases without helping to bag them. We all know how annoying it is when it happens to us. This is a two-way street. It is inconsiderate and disrespectful.
Let the New Year allow you to start off with a clean slate in one important way. Slow down and pay more attention to exactly what is going on around us. As we interact with other people, whether they are fellow shoppers, clerks, or friends and family, becoming more aware of how our actions affect other people will make for a more civil society. And don’t forget to smile often. We never know how our smile can brighten someone else’s day. It happens often!
--Jay |
 | Offering Kind Words
What to say when you have nothing to say
Dear Jay/StageofLife.com,
I have a question regarding retirement. I have a co-worker that I really don't have a close relationship with that is retiring. Most of my co-workers are enthusiastic about her retirement but, I don't really know what to say. We are putting together a scrap book and I am struggling over what to even write. What's the best tasteful and nicest thing I could say or do without sounding phony.
Thanks,
Monica
Jay's ANSWER...
Dear Monica,
This is not an uncommon question. If you feel obliged to sign the card at all, then something such as "Best wishes for a happy retirement" would be appropriate. You're not schmaltzing it up and the sentiment is true (I assume).
I hope this helps. Jay
 If you have an etiquette question and would like a personal response from Jay and StageofLife.com, please contact us and we'll post your question and the answer in the hopes that it'll help others in the same life situation.
--StageofLife.com |
 | Driving Miss Teen Daisy
Driving Etiquette 101 for Teenagers
As temperatures rise and people’s pockets are lightened more rapidly than ever due to the current economic disaster, so unfortunately people’s own tempers can flare on the road. As a refresher, following the basic rules of driving that we all learned at a younger age will go a long way to ensure safety for all.
Let People In: You've heard the term "one good turn deserves another." That's also true when driving. Proper driving etiquette can be contagious. If you let someone in to the traffic flow, they'll probably do the same for someone else down the road. Most people often let people in, if they're signaling, but they expect at least a thank-you wave, and are frustrated when they don't get one. A polite acknowledgement is often forgotten when a driver is in a hurry. For a real twist on this, practice random acts of kindness sometimes too. For example, when on a toll highway, pull up to the attendant and pay your toll and tell them you’d like to pay the toll for the next car as well. You will always get a smile and often times that chain of kindness continues.
Don't Be Aggressive: Allowing more time to reach your destination will make you a safer and more courteous driver. Aggressive driving is dangerous and it puts others in danger as well. People get nervous when a car cuts too close in front of them, especially without signaling and especially when there’s an infant in the car. When you can see both headlights of the car you passed in the centre rear-view mirror, it’s safe to pull back into the right lane and remember to use your turn signal. I find that even when there’s no one else on the road, if I am going to turn onto another road, I use my turn signal automatically. It’s a very good habit to have deeply ingrained in your driving patterns. Trying to cut corners to get through traffic faster doesn't save you any time - it just gets you to the next red light a little sooner, all the while endangering those around you.
Slow Down: Driving within the speed limit seems like a thing of the past. Teenagers can be a group guiltiest of this, simply due to their inexperience of the consquences. Some (not all) zoom down their town streets with little regard that a toddler or stray animal might bolt into the path of their car. I remember watching this one day as a girl ran over a cat. The cat was badly wounded and would eventually die. The girl was devastated. She was truly upset and remorseful and in need of some serious consolation. What a terrible way to have to learn why speed limits are there for a reason.
Be Sober: Driving while under the influence of drugs and alcohol is another serious danger of which we all aware. This is not isolated to a single demographic group. Sadly it covers everyone who has a license, even those below the legal drinking age. More times than not, one loses one’s sense of speed when driving under the influence, which is one reason they’re so easy to nab. Parents really need to teach their children that the dangers of this practice can have serious consequences, such as a criminal record, loss of driver’s license and loss of respect from others and from oneself, not to mention serious injury. There was a party here recently following the senior prom. People from many local high schools came to a central private location where several sets of parents had agreed to be responsible chaperones. All of the keys were collected so there would be no chance of driving under the influence. Those students who thought they’d beat the system by parking on the road to make a fast getaway were greeted with deflated tires (that were inflated the next morning). There were about 200 youth there and there were no troublesome incidents. Those youth are now empowered to teach their own children, when they have them, how to act responsibly.
Drive Defensively: Driving defensively is always the best policy. In order to do that, your full attention must be on the road. Be totally aware of all the cars near you as well as the road conditions. You can’t do this while adjusting the radio, chatting on cell phones (which is illegal in many areas for just that reason) or rummaging for a CD. I know this first hand. I was driving on a ski trip one day with two passengers. I was fumbling for a CD and hit a patch of black ice which was concealed from vision under the snow. The car (a Land Cruiser) went into a spin and crashed off the road into a rock formation and flipped. Through a miracle there were no injuries despite the fact that the vehicle was totaled. Imagine what that outcome could have been.
Civility and good manners will never do us any harm, on or off the road. Driving is a privilege and one which we take for granted far too often. Be ever mindful of those around you. It may just save a life. |
 | Standing your ground with visitors
Self-invited house guests
Dear Jay/StageofLife.com,
Three times now, a couple I know only fairly well and like only moderately have invited themselves to stay with me for several days. I suspect that their main reason is that I live in a very pleasant seaside town. They give me a lot of advance notice of their visit, so it's difficult to claim that I have previous engagements so far in advance, and they now know that I have a spare room.
In truth, I don't like having people to stay and only ever invite those really dear to me - my sister, brother and other dear friends and relations who live far away.I live alone and work full-time as a translator from home, without any domestic help.
This couple expect me to be available to entertain them, accompany them on outings and feed them. The man is diabetic, with special dietary requirements, and grumbles a lot about the wet Cornish weather. They do offer to "help", but the main help I need is for them to get out of the kitchen when I'm trying to cook and, anyway, their "help" is useless because they don't know where anything is or how anything works. They leave me feeling completely exhausted mentally and physically.
When they leave they always "invite me back", but they live in a distant town I'm never likely to want to visit or pass through. How can I get myself out of this Wunwanted guest trap" I've allowed myself to fall into? Your advice would be much appreciated.
Thanks,
Jenny
Jay's ANSWER...
Dear Jenny,
Thanks for taking the time to ask this very good question. I am glad to see that you are taking responsibility for having "fallen into this trap". You just need to learn how to say 'no'. You are in fact being bullied by these folks, albeit unintentionally (I hope). This is a case of separating facts and feelings.
When you next speak with them simply explain the fact that you do not want any house guests at this time. You live alone for a reason and you need not feel obliged to share that reason with anyone. "I just do not want house guests" should suffice.
Think of it this way. When someone does something to you that you don't like, you say "Please don't do that." They should respect that. If they don't, they are being disrespectful and hurtful, which is unacceptable behavior.You may have to speak in a louder voice to make clear that your boundaries are not to be crossed.
Standing up for one's self is not easy, especially after you've been somewhat of an enabler in the situation. But this is what you need to do.
I hope this helps. Jay
 If you have an etiquette question and would like a personal response from Jay and StageofLife.com, please contact us and we'll post your question and the answer in the hopes that it'll help others in the same life situation.
--StageofLife.com |
 | It's a Respect Thing
Rising to welcome others
Jay,
The other day my mother was hospitalized overnight. I went to visit her and sat by her bed. The room was small as hospital rooms usually are. During the course of my visit the doctor and a priest stopped in on separate occasions. The doctor was a women between 35-40 years old and the priest was elderly.
When each entered the room, my mother introduced me to them. I shook both of their hands without rising from my chair.My mother thinks I should have stood up but I don't agree with her. I'm 35 years old.
Any thoughts?
-Anonymous
Jay's ANSWER...
Dear Anonymous,
Thanks for asking this good question. I would have to side with your mother on this one. Standing is a sign of respect, something both of these people deserve, as frankly does anyone else. Age and gender really have nothing to do with rising when someone enters your "space". It makes people feel welcome and respected.
I hope this helps, Jay
|
 | Planet Etiquette
Recycling, Trash, and General Caring For Our Planet Etiquette
How is our etiquette concerning the planet on which we live?
I try to be mindful of taking care of our delicate planet on a daily basis. I am serious about recycling as is my partner. All of the wine and beer bottles, cans, newspapers, cardboard, plastic bags and vegetable scrapings are all recycled. We use to recycle over 2000 pounds of vegetable scrapings every year when operating the Windsor House. Our garden has good soil as a result, although a ton doesn’t really make as much difference as it sounds. However, every ton of waste not put into the landfill is to the good of the planet.
It amazes me how reckless people are today about the garbage they produce. Coffee cups are strewn along the highway. There are some people who I see regularly picking up discarded pop cans from the roadside as supplemental income, there are so many. The highways in the US and Canada capture so much litter that there are now laws in place to combat offenders. We should know better.
And to those of us who smoke, it is hard to believe how cavalier we have become of making the streets our own personal ashtray. Nothing could be more disrespectful to our visitors and fellow citizens. The town of St. Andrews actually employs someone to pick up cigarette butts as a summer job. How pathetic is that? This reflects so badly on our beautiful town and on the self esteem of our residents who feel it is their right to use the streets as a trash bin. And the sad fact is that no one can point a finger at any one group. I have witnessed this behavior from young and old and all socio-economic classes. It is arrogance at its very worst.
Before I come across as too self righteous, I admit to contributing to this total disregard for the fragility of our planet. I waste water like there is no tomorrow. I don’t turn off lights as I might when not in use. I don’t follow through on certain excellent suggestions from the Department of Energy on ways to use less electricity and conserve natural resources. I drive too much, although I must admit to ‘using’ other gas guzzlers to pick up and drop off my mail.
So, what do we do? What do I do?
Here we are living in one of the most ‘happening’ places on the planet as far as energy goes and we treat it with little respect. We take it for granted. We don’t want to see our streets littered with cigarette butts, yet we constantly flick them away. We’re not doing that consciously because we know someone needs employment to pick them up. We do it unconsciously. It’s like spitting or swearing or wearing clothes that don’t fit, or bullying or beating our children or spouses. It has become a way of life and it must stop. It soils our surroundings in such a negative way.
I can remember a time when there were no leash laws and there were no ‘pooper scooper’ laws. Walking down the streets of Paris or New York was a bit of a mine field. Suddenly people decided to end this horrible and lazy disrespectful behavior. Today, even in our small seaside tourist town, there are leash laws and special dispensers of plastic bags. For the most part, everyone with a dog is careful to follow these regulations. That is considered real progress. And fortunately no one is inconvenienced.
It’s time to take the next step.
We have made a major step forward by banning herbicides and pesticides in our small town. And a local company is testing organic fertilizer. The province provides home energy analyses for practically nothing, with incentives to improve energy efficiency. There are recycle centers which are constantly improving. There are many chances for us to all make a smaller footprint on the planet. What is keeping us from taking advantage of them?
In my opinion, these values must be taught at home and reinforced in the school system. Given the high cost of ‘deposit’ fees, this should be pretty easy when it comes to bottles and cans. Newspapers are trickier because you actually have to stack them up and take them to the recycle bin, and you get no cash in return. What a pity! Do it anyway. I find that every trip I take to the recycle bins gives me a sense of doing the right thing and it feels good. But maybe that’s just me. So many people feel the same way.
Wouldn’t it be nice if we all did? |
 | Graduation Etiquette
Unsure How to Respond
Dear Jay,
How do I respond to a graduation announcement? I just found out there is a graduation party within a week and I am not invited.
It is a relative of my husband, and I just met them once recently. I have never met their son who is graduating. I wish to do the right thing, but I am not sure what to do?
Respectfully yours, Edith
Jay's ANSWER:
Dear Edith,
Thanks for asking this good question. There is no need to respond to a graduation announcement at all. If you want to send a card of congratulations, I am sure that would be most appreciated. Nothing more is required. I hope this helps.
Regards, Jay
|
 | Reader Question: Holiday Etiquette
Travel Etiquette for the Holidays
Jay,
This will be my first holiday season in my own apartment with my boyfriend of 2 1/2 years. As excited as I am to decorate, bake and enjoy the holidays as an adult, I am a little concerned about how to handle some of the holiday activites.
We are going to see our entire family (his & mine) on Thanksgiving. Is it wrong of us to want to spend Christmas Day in our own home this year instead of hiking from house 1, house 2, etc.? My family has a bit of an old mentality, and expects us to be there since we are 1) not married yet and 2) are not hosting the holidays ourselves.
Should we suck it up and travel all day during Christmas, or enjoy a couple's Christmas in the place we worked so hard to obtain?
Thanks,
Laurel
Jay's ANSWER...
Dear Laurel,
Thanks for asking this really good question. I have found myself in this position both as a single person with a significant other and as a married person.
My experience tells me that parents usually do want their children to make the trek, sometimes even if they are burdened with kids, but I can totally identify with your position of wanting to spend Christmas in your home with your beloved.
My advice is to be as compassionate to yourselves and to your families as possible. This means being accommodating when possible, yet protecting your private time as well and without feelings of guilt. I think family traditions become traditions because most of the time they work well. If you step and back and look at the big picture, you in fact may be the most flexible; in which case you would be appropriately expected to bend more.
This in no way diminishes your desire to spend a quiet private Christmas in your own home. The symbolism which surrounds that is very strong and important. It is also resilient. My advice is to follow your instincts and "suck it up". Be grateful that you have two families to visit on such an important holiday.
I hope this helps, Jay
|
 | Reader Question - Wine Etiquette
How to Handle Poor Service
Hello Jay,
What is the protocol to be adopted by someone dining in a restaurant where the wait staff has had no training in basic wine service let alone in the art of the sommelier? My wife and I recently entertained a mutual friend in a nice restaurant where the very pleasant young waitress knew absolutely nothing about wine service to the point of not even giving the host an opportunity to taste the wine, picking up the wine glass, filling the host's glass before the two guests etc. Is it poor form to gently assist the waiter in the correct service protocol or should one just accept the lack of training the wait staff has received and grin and bear it? To the credit of the young lady, she apologized for not knowing anything about wine service.
In my dining experiences, I tend to find the attitude of the, usually, young staff excellent but they have received only marginal training in the art of fine dining which reflects poorly upon the establishment. Most of these pleasant young people have not been brought up in a home where fine dining experiences are part of their formative years; hence it is incumbent on the owner/manager to give the proper training. It is difficult
to change a poor attitude, but skills can be acquired at any stage in one's life.
Cheers,
Ian
Jay's ANSWER...
Dear Ian,
I hear this question often, unfortunately. And it is not restricted to fast food establishments. Fine dining restaurants frequently neglect to properly train their staff, both on the floor and in the kitchen. This has always puzzled me as it ultimately does the server and the establishment an injustice. The result often times is a reduced tip as well as dissatisfied clients who may not return. Management needs to carefully instruct the staff in all of the correct steps of service including wine service.
As far as the proper protocol for your particular situation is concerned, you need to bring this to the attention of the restaurant manager. And it is important to do this without embarrassing the server. It is the manager who deserves any negative remarks you might have. Personally, I find proper protocol can be cumbersome at times and it is easier to help the server out of their bind by making a couple of helpful suggestions if you think they would be well received. I know when I managed our restaurant, if a new server was working and was still training to understand and execute steps of service, I would personally keep a close eye on the tables they were responsible for and gently assist when needed.
I completely concur with you when you mention that in spite of the fact that a young person may not have been raised in a home where formal dining was a part of life, this young work force may well have an excellent attitude. Teaching the correct skills associated with proper food and beverage service will enhance the atmosphere and reputation of any establishment and give these youngsters valuable tools for their careers and in life in general. I hope this helps.
Regards, Jay
Expanded Thoughts on Etiquette When Encounting Poor Service
Generally speaking, if you are unhappy with your meal, please speak with your server. They will deliver your complaint to either the manager or the chef. The manager will most likely speak with you directly to define the problems. He or she needs your feedback because they want your dining experience to be a positive one. That’s what building loyal clientele and a good reputation are all about.
Hopefully the problem can be resolved to your satisfaction. And when tipping your server, you must remember that they did not prepare the food. Poor food quality should not be a factor in deciding on a tip. I suggest a 15% gratuity in most restaurants and 20% in expensive restaurants. Wait staff earn most of their livelihood from tips, not from their hourly wages. This is a profession where people take great pride in delivering good service, especially if they have been properly trained and instilled with confidence. The experience of a delicious meal in fine surroundings and with pleasant servers can make for magic occasions. It is a time where mutual respect between client and wait staff can blossom.
The food and beverage industry aspires to exceed their customers' expectations particularly in finer restaurants, inns and hotels. Don't be shy when it comes to giving feedback, both positive and negative. It actually shows that you have respect for the restaurant, its staff and its guests. |
 | Reader Question - Napkin Etiquette
Teaching Etiquette Early
Dear Jay,
I get very annoyed if my dinner guests (who are often in-laws) do not use their napkins. Is this just a lack of good manners on their part and poor upbringing? I have another question brought on by a situation where a waitress picked up my napkin and placed it on my lap before taking my order. Was this the "proper" thing for her to do? Actually, it was a rather high class eating place and I assumed this must be done at such a place, as I could not imagine it happening at our local Pizza Hut. Perhaps you can set me right as to the do's and don’ts of napkin etiquette. I hope you don’t find my questions too trivial.
With thanks, Elizabeth
Jay's ANSWER:
Dear Elizabeth,
Thanks for asking these good questions. There are no trivial questions when it comes to proper etiquette. Your in-laws are exhibiting poor manners most likely as a result of an upbringing where manners were not important enough to be instilled in them at an early age. As you noticed by your frustration, not teaching children how to behave properly early on does them a huge disservice as they reach adulthood.
As far as the placing of the napkin on your lap by the waitress goes, in some high end restaurants this is the custom. My advice to you is of course always to follow the lead of your host or hostess. What should happen as soon as everyone is seated is that the host or hostess should unfold and place their napkin on their lap. The guests should in turn follow. If there is no host to follow, once everyone (even if it's only two) is seated, the napkin should be unfolded and put on your lap. If this is not done, an attentive waiter will likely do it for you. This is not to be construed as being rude or condescending, but rather as a silent service gesture to indicate that the rituals of the meal are underway. It is a way of communicating to the guest that the staff is now ready to serve you. I hope this answers your question.
Regards, Jay
Expanded Comments on Teaching Etiquette Early...
I really liked answering these questions because they point to the importance of teaching proper etiquette and good social manners at an early age. There is nothing complicated or sophisticated about napkin etiquette. Nor are any of the myriad of other topics which revolve around good manners terribly complex or tricky. However, they must be learned behaviors. No one is born with good manners or bad manners. What we are born with is the ability to adjust to our social environment by following the lead of our parents, and in many cases our school teachers, especially in the case of boarding schools.
But what if our parents don’t know?
Sadly, often times we are left to learn through the school of hard knocks. Why didn’t we get the job; why didn’t we get the promotion we were so expecting? Important interviews are often conducted during a luncheon or dinner. This is not because the interviewer is worried that you may be hungry. As stated in a previous column, it is because they are checking you out. If you don’t know such a simple skill as eating a meal properly, they are wondering what other simple skills you are lacking. Poor manners are what are known as ‘the silent killer’. No one will actually tell you why you didn’t get the job or the promotion. This happens all the time. What’s even more evident is the fact that you feel very uncomfortable in situations involving meals, corporate social gatherings to meet clients, mingle and discuss business. A person without the confidence of good etiquette will inevitably be at a disadvantage.
Take the time in your life to learn good manners and realize what a difference this makes in all social gatherings.
It is never too late to learn all the basic social graces and corporate etiquette you need to know in order to feel comfortable and confident in any situation. There are consultants, such as myself, who teach short seminars. There are many books in the library which deal with this subject. We have, today, as a society hit the bottom as far as good manners go, either in social or business circles. If we hope to succeed in the global society, we must make a concerted effort to improve on these skills. And it is at home that this must begin.
Take the time to have family meals where the table is properly set. Learn to have civil discussions around the dinner table. As was pointed out recently during the debates, it is okay to disagree, but is not okay to be disagreeable. Make good manners a priority at home. The schools around here are doing brilliantly at teaching many important core values. Parents must lead the charge in teaching and instilling the soft skills which will make the youth of today the leaders of tomorrow.
So during this upcoming holiday season, take the time to make sure that these family get-togethers are not only joyous, but that they are imbued with civility. You will find that the joy becomes even greater.
There are so many details to look after in the planning of a wedding, that the protocol and etiquette surrounding these grand affairs can be complex. A wedding is one of the most important events in one’s life. It can also be and usually is one of the most stressful events in one’s life even if it is well organized. |
 | Reader Question: Neighborly Neighbors
Etiqutte for Dealing With Unannounced Visits by Neighbors
I have recently been approached by two different families concerning a real problem with neighbors. In searching my library of etiquette books, I found no reference to this and so am addressing it here. The matter at hand is unannounced visits by neighbors.
In the ‘old days’ one did not call on anyone without phoning first to see if it would be convenient. Today, this consideration has seemingly flown out the window.
We visited close friends a couple of weeks ago. This was a planned visit and we were to stay for several days. Our hostess was not at home when we arrived and we went to let ourselves in only to find a padlock on the gate. I said, “I bet it’s because of the neighbors. I bet they were finally forced to take this step. As the old saying goes, ‘drastic times call for drastic measures’.”
We knew there was a history with the neighbors' children just showing up unannounced and uninvited to play or to be entertained; and not only the children, but the parents as well. It turns out that my hunch was correct. The behavior finally drove our friends to having to actually lock their back gate. The neighbor’s six-year-old son was also too clingy with our friends’ two-year-old son. It made our friends increasingly uncomfortable, yet they were at a loss of what to do to remedy the situation.
As awkward and uncomfortable as it may be, there really is no alternative than to confront the neighbors head on. This does not have to be combative or unfriendly, but I do feel that the facts need to be clearly laid out as well as the feelings that are generated as a direct result. Inappropriate physical contact needs to be delicately yet swiftly handled as well, as this may require some professional help. Sadly, these behaviors can go unnoticed by seemingly caring intelligent parents.
On this same topic, I received a question from a reader with a very similar problem...
Dear Jay,
I have some very nice neighbors, with some fairly 'pushy' children. We have a privacy fence; however, on one side of us, our neighbor's 9 year old son will peek over or through the fence to ask my boys (who are only aged 2 & 4) to ask me to invite him over. Recently, after I said no, he told them to ask me again. His mother is very sweet and often offers to watch them for me and will talk in the front yard with my children if we happen to see each other in passing. I want to keep a nice relationship, but I feel odd allowing her son to come over when he is so much older than my kids. Several other children in the neighborhood (who are also much older and whom we barely know) have peeked in through our gate/fence to ask to come over and play as well. (We have a swing set structure). I keep saying no, but they keep asking, and I am starting to dread going in my own backyard when I know the neighborhood kids are out. Am I wrong to keep saying no? If not, how do I handle this so they don't keep asking?
Sorry for the long explanation and question!
Thanks for your help,
Tricia
Jay's ANSWER...
Dear Tricia,
Thanks for asking this sensitive question. This is an all too common problem.
As I see it, you have two choices.
1) You need to speak with their mothers and let them know that this behavior is bothering you and is in fact worrisome. The kids are acting inappropriately and should be corrected. If you're in a mood to want them over for a play session, let them know you'll invite them. Aside from not having control of your own back yard right now, you also have some liability issues should anyone get hurt.
2) Another alternative is to speak with the kids themselves and let them know that when you have time to watch them you'll invite them over. So, no, you are not wrong for saying no, but following the 'no' with a short explanation may make it sink in better.
I hope this helps,
Jay
Expanded Thoughts on Unwanted Neighbors...
Looking back on that answer, I would like to add that there is a privacy issue here too. People need to respect one another’s privacy. When I grew up this was instilled in me as a very young boy. Although we enjoyed visiting friends and family, we would never do so without phoning first. It is inconsiderate. It shows utter disregard for another person’s time. When we ran the Inn, my time was not my own. I treasured my private time. I learned how important it is to me. I still feel that way and I think deep down inside, we all do. |
 | Teens Testing Boundaries
Teaching Thanks
Jay,
I am a mom of three teenagers who seem to have no respect for handwritten thank you notes after receiving a gift. " I already told them thank you when I opened it." "I don't want to seem redundant." "They know I am thankful."
I find these answers rude and inconsiderate of the amount of thought, love and caring that went into thinking of them (on a birthday, Christmas or graduation) and I don't understand how they can think that this is acceptable. I used to not allow them to play with any of their toys until thank you notes were written. Now with the eye rolling and "I wouldn't want someone to keep thanking me over ad over." I am beside myself.
Please help. Is a verbal "thanks" enough?
-Laura
Jay's ANSWER...
Dear Laura,
Thanks for asking this good question. Kids, especially teenagers, are always testing boundaries and questioning authority. Parents must be clear and firm with their directions, and often times setting a good example is the way children learn. They have obviously not received a thank you note themselves in order to experience the joy a thank you note can generate. By not writing a thank you note, they are demonstrating a lack of gratitude and a lack of respect. These are not good qualities to be exhibiting and there need to be consequences.
I would think a non-threatening chat might help. If kids understand why these rules or guidelines are in place, explained in a non-dictatorial way, they tend to "get it". Of greater concern to me is the disrespect they are showing you with their flippant answers. Somewhere along the line they were allowed to get away with this. Basically you have enabled them to become this way. You and your husband need to be united in your approach in dealing with this issue. If they don't learn the principle of cause and effect now, they will have to learn it later in life.
I hope this helps, Jay
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 | Don't Ignore an RSVP Request
RSVP Etiquette
I have noticed that the RSVP on invitations in certain instances is ignored. Most invitations ask that the recipient RSVP. This is a simple but very important request. The translation of RSVP, the French expression ‘Respondez s'il vous plais’, is simply ‘please respond’ or ‘please reply’. The RSVP is the means for the host to gather essential information to complete the party or function arrangements. The RSVP clearly indicates how many people will or will not attend the event. It lets the host/hostess proceed with ordering food and beverages, creating a seating plan, hiring the correct number of wait staff and other obvious considerations in planning a successful occasion.
I have noticed that most people do in fact reply to private party invitations. Once you decide to accept an invitation, it really is important to show up, especially if a sit down meal is being prepared and served. Last minutes cancellations with a very legitimate excuse are acceptable. But ‘no-shows’ are inappropriate and extremely rude. Likewise, last minute replies are thoroughly disrespectful. If you are so late in replying that the host/hostess phones you to see if you are planning to attend a function, you ought to realize your gaff immediately, and apologize for your faux pas and any inconvenience which may have resulted. Apply the adage of walking in someone else's shoes and imagine yourself in the position of hosting a party without a clue to the number of people who will be attending.
For public or institutional affairs it is equally important to reply to invitations. These events require a lot of planning and a head count is crucial. Many times, people think RSVP means ‘regrets only’. It does not. If I am invited to an opening at a museum and there is an RSVP, I call immediately to let them know one way or the other. And, I might add, that no one is exempt from replying. Many times public figures are invited to special events as a sign of respect and courtesy. They must reply to such invitations for exactly the same reasons everyone else must.
At these large public gatherings, if you have not replied to the invitation, do not just show up thinking your host will be thrilled to see you. I have been to many such events where there is a list of who has replied. If you’re not on that list, you may well not be admitted. You are less likely to be turned away at the door for a non-profit group. Because these organizations cannot afford to offend anyone, protocol is broken or stretched. But keep in mind that you are still a guest and ought to return the courtesy of the invitation and hospitality that has been extended to you. Be prepared for a solicitation for a donation or request for volunteer help with various projects. These are some of the ways non-profits remain in existence doing good for the community.
There are various schedules one follows when mailing invitations depending on the kind of event or party. However, one should reply within 48 hours of receiving any invitation if possible. Unless otherwise stated on the invitation, replies should be in writing. In today’s fast paced society, most invitations have telephone numbers or emails for quick reply. Some contain a reply card to indicate the number of people attending and perhaps a card for choosing an entrée. Whatever the method of reply, do it promptly. Always put yourself in the position of the host or hostess.
Invitations are very clearly addressed. If the invitation is addressed to Mr. John Doe and Guest, then he is invited to bring along a guest – any guest of his choice. I heard recently of a wedding invitation where a gentleman was invited to bring a guest. The bride found out who the guest was and announced that the guest in question wouldn't be welcome. The bride did not want to be upstaged by the extraordinary beauty of the lady who was to accompany the invited guest. Once you have sent an invitation there is no taking it back-that just does not happen in polite society. Once a person RSVPs, the host/hostess accepts whatever decision the guest has made without further stipulation or regulation. How ludicrous! What a peculiar and cruel way for a bride to behave. That was a first for me.
If the invitation is addressed to Mr. and Mrs. John Doe and Family, that refers to immediate family, i.e. children. If the invitation does not state “and family”, do not ask if you may bring the children or others. Your asking this of a host/hostess puts him/her in an awkward position and makes you look foolish. However, in the case of an informal party, such as a pool party, as it’s a family kind of affair, it is acceptable to call and explain that you have house guests and ask if they might be included. More often than not extra guests are welcome.
RSVPs are one of the most essential parts of an invitation. Please respect them and respond as quickly as possible. This is one way that you as the guest can contribute to the success of the party and help ensure less stress for the host or hostess. This small gesture is always a winner. |
 | Say Thank-You, Often
Thank-You Card Etiquette for all Stages of Life
The very first thank-you notes I wrote were for Christmas presents. My mother, sister and I would sit down the day after Christmas with our boxes of note cards and lists of gifts and who had given them to us. Everyone who had given us a gift received a hand written thank-you note.
This at first seemed like a daunting task for an eight year old, but as the years rolled by it became a routine which we looked forward to. Learning to compose a note that had some personality was the challenge. Penmanship was also important. Cards with mistakes had to be discarded and begun anew. In this day and age where actual hand writing has unfortunately taken a back seat to the computer, penmanship is atrocious. Teachers take note! Even students in high school can barely write their names in a legible way. Nonetheless, I have received numerous heartfelt notes from students which meant a great deal to me. And because they were so personal, I know the gratitude that the students felt was sincere.
There are many times when writing a note of thanks is important. There also is a certain feeling of warmth that one gets from writing them. You should send a thank-you note when you are given a gift, sent flowers, asked to lunch or dinner, invited for a weekend, asked to a concert or performance of some kind or when someone does something nice or helpful in a business or social situation such as an introduction or letter of reference. I write far too few thank-you notes. However, I do make a point of phoning whenever I am invited to dinner. People appreciate knowing that the effort that went into cooking dinner and the camaraderie of the time spent together with friends was genuinely enjoyed.
There is an excellent book which was recently published by a colleague of mine entitled 101 Ways to Say Thank You. In it Kelly Browne gives excellent examples of what to actually say in such notes. It has great tips on buying stationary, superlative words to use in a note and many helpful suggestions.
Imagine the delight in receiving a thank-you note. I find that it strengthens friendships and relationships, especially in business situations which are just budding. Whenever someone extends themselves to celebrate a happy occasion, lend a helping hand, make an introduction for you or acknowledge a difficult time you may be experiencing, take the time to write a note. It takes only a few minutes. In some cases notes with “Thank-you” can be purchased at a stationary store or at local gift shops. Some of the highest quality stationary is sold by Crane & Company in the US. They have an excellent website and have a wide variety of cards and stationary which can be personally engraved if required. You can buy note cards at the Dollar Store as well, so there’s not a lot of expense required to accomplish this mission.
In business situations, thank-you notes can be sent via email. It is a matter of discretion however and a hand written or typed note may serve your purposes better. Whatever you decide, be sure that the note is sincere and includes a reference to the purpose of your meeting. If you are sending a note to an interviewer from whom you want a job, be sure not to send a gift. In most companies as well as in government, there are policies against accepting gifts.
In the case of weddings and the tremendous joy and love and support you receive from friends and family, thank-you notes are essential and absolutely must be hand written. And there is no reason why the bride needs to be the sole writer. The groom should share in that responsibility. Be sure that as you open your presents at showers that someone records the gift and the sender. For wedding presents which arrive in the post, one trick which comes in handy is to cut off the return address from the package and attach it to the gift or gift card. Again be sure you have a list and as each thank-you note is written, check it off the list.
The most important thing to remember is to say thank-you often. There are so many more occasions to verbally express your gratitude to another person than there will be reasons for a hand written note. Use the phone if you want to. Speak directly to the person to whom you are grateful. I know of no one who says thank-you too often. Say it with a smile on your face and make direct eye contact. This will go a long way to show the respect you have for others and for yourself. |
 | Reader Question - Phone Etiquette
How to Answer the Phone
Dear Jay,
I have two questions. Firstly: how should one answer the telephone at one's home, and how should employees be instructed to answer a business phone? Secondly, shouldn't one announce who is making the phone call? I find it disconcerting when I have no idea to whom I'm speaking.
Yours truly,
V.R.
Jay's ANSWER
Dear V.R.,
Answering the telephone at home and at work does have different protocols and manners associated with them.
At home, one should answer the telephone with an enthusiastic ‘hello’. The tone of one’s voice says a lot about your frame of mind. Even if you’re not in a good mood, and you decide to answer the phone, inject warmth into your voice. It makes others feel good. If you can’t manage to do this, which some people just can’t, then let the answering machine take the call.
If the call is for someone else, refrain from shouting out the person’s name if they are in another room or on another floor. It’s rude and upsetting to others who can hear you. For that matter, if you need to speak with someone who is visually out of sight and likely out of earshot of a normal voice, get up and go to that person. If someone does that to me, I don’t answer. Call me old fashioned, but it was not tolerated in my household when I was growing up.
Teach children how to have good telephone manners as well. You must understand these good manners yourself. It’s kind of like men wearing hats (or baseball caps or toques) indoors. How are children supposed to learn that that’s just wrong if you don’t teach them by example? Answering telephones can be a serious matter. Wearing a hat inside the house is just disrespectful and bad manners. Strangers can call and unsuspecting children can give out way too much information. I remember calling a friend’s house once, looking for either him or his wife. The house sitter answered the phone and told me that they would be away for a week. I had not identified myself, and had I been a thief, with the information she gave me, I would have been able to stage a robbery. Moreover, if small children are at home, a kidnapping could have taken place. I know this may sound alarmist to some folks, but this stuff happens and it is extremely important to teach your children at an early age exactly what to say.
Apologize if you dial a wrong number; don’t eat or drink while speaking on the phone as those unattractive sounds are magnified; and turn down the radio or TV when answering a call for the same reason. Keep a note pad and pencil by each phone and write down messages which will be clear and have all of the pertinent information. Make every effort to return any calls within 24 hours. And if you do not want to answer the telephone, for whatever reason, don't!
At the office, the protocol is somewhat different. Still, a cheery voice gives a good impression of your company. You never know when the call coming in is from a first time caller. It helps to actually smile when you answer the phone. Unless you have your own home business, an enthusiastic ‘hello’ is not sufficient. It is much better to answer with “Windsor House, Jay speaking”, or “Good afternoon, the Windsor House”. Recorded greetings which direct you somewhere else are totally annoying. We all really want to get a live person on the wire. Telephone companies, banks and credit card companies are notorious for this.
If you are an executive assistant, be sure to always use an honorific (Mr., Dr. or Ms.) before the person’s name. For example, say, “Dr. Smith’s office, Ms. Jones speaking.” This gives the proper dignity due the person being phoned. When calling, and you get the secretary of the person you are looking for, feel free to leave a complicated massage if the secretary is capable. Some corporations have highly skilled executive secretaries that can make heaven and earth move. Establishing working relationships with these individuals on the phone can be incredibly helpful in conducting future business.
In answer to your second question, yes it is necessary to identify yourself when you place a call. It is frustrating to be carrying on a conversation with someone only to later realize you have the wrong person on the other end of the phone. Being mindful of another’s time is also a courtesy to extend. Ask if this is a good time to speak with the other person.
In any event, be sure to be civil on the phone. Never raise your voice or lose your temper. This is a sure fire way to lose a client or a contact. I find a pleasant phone call can make my day. One that goes on and on can have the opposite effect. Showing respect for one another is the name of the game. |
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