PROFESSIONAL COURTESY

2010-07-10T06:33:00.000-07:00

Keeping Cool While Staying Professional

When summer temperatures soar most of us scale down our clothing in an effort to stay cool and going to work in traditional business attire can be a challenge on those hot days. However, getting too skimpy with your clothing can be a real liability in how you are perceived as a professional.
Your job, position and work environment should dictate the level of formality needed in your attire. If you are in a serious business, like finance, law or other highly professional fields it is very important not to get too casual.
Here are some of my dos and don’ts to maintain a professional image on hot summer days:
• Don’t expose too much skin. Sleeveless, low cut tops are not appropriate in traditional work settings.
• Don’t flip and flop with your shoes. Slides, flip flops and sandals are not as professional as closed toe shoes or closed toe sling backs.
• Don’t get too high with your heels. Anything over two inches can be perceived as “sexy”
• Don’t get too short with your skirts… one –two inches above the knee should be the limit, regardless of how great your legs are.
• Don’t reveal all of your assets. Cleavage on either end is too much information. Be careful not to expose your bare midriff when raising your arms.
• Don’t wear tight tee shirts, tanks or sheer tops. No one wants to tell the temperature of the room by what a woman has on. Layering or a lined bra can help avoid this faux pas.
• Don’t wear capris or long shorts or cargo pants. Light weight long pants are a better choice.
Consider:
• Do wear lighter weight wrinkle resistant fabrics.
• Do lose the tie and wear an open collar if ties are not required.
• Do remove your jacket, but keep one handy if something pops up during your day that might require one.
• Do go bare legged if hose are not required.
• Do wear lighter weight skirts if long pants are too hot.
If you question if something is appropriate for work…it probably isn’t. If you find yourself apologizing for what you have on…it’s wrong.

A Conversation with Karin Schroeck-Singh

2010-06-15T05:03:00.000-07:00

A Conversation with Blogcaster Karin Schroeck-Singh

Please tell us about your work and background.

I’m the blogcaster (blogger/podcaster) of the “Manners And Career Blogcast” at: http://blog.mannersandcareer.com. A website that provides high-quality content to smart professionals and graduates who want to watch, listen to and read about manners and career-related topics for free. I started this blogcast during my maternity leave since I wanted to do something meaningful in that period of time. What I love in this job is the research, creating interesting and unique content in the etiquette industry, giving advice, networking and at the same time learning a lot from others too. I got excellent feedback so far and was able to increase my website traffic from month to month.
I completed my MBA at the University of Leicester (UK) in 2004. My 15 years of work experience in various sectors such as office management, recruitment, market research, operations management, teaching and training business-related subjects and business etiquette allowed me to enrich my skills portfolio and network considerably.

Where do you live?

I was born in Austria, have grown up in a German-speaking area in North Italy called Bozen/Bolzano where I spent 32 years. I worked and lived for 6,5 years in the UK and moved recently to India (New Delhi) with my husband and little daughter.

What are your greatest challenges as an Etiquette Professional in India?

I’m still in the process of finding out what the challenges in India will be. Hindi, the language spoken by most, is obviously a hurdle, even though English is considered as the Business language. However, knowing the native language is always beneficial. I started learning some basic words but realized that it will take me a long time until I will be able to be fluent in it. I also noticed that people listen to what I’m saying very carefully due to my German accent which they are not used to. Furthermore, there is a lot that needs to be researched and experienced. I noticed that researching about your competitors in the Indian etiquette industry on the internet is much more difficult. I found more relevant information in newspapers by reading articles and finding ads. Therefore I would say that researching the American etiquette industry is much easier since you can find so much information online. I do also strongly believe that teaching etiquette in the future will be delivered mostly online. Currently very few companies are doing it in a professional, interactive way. The education sector will undergo a revolution in that regard that has already started but is still not widespread. People and companies will simply want to learn this subject at their own pace, from their home or/and office, in their own time, yet in an interactive way.

Having said that, I’m not sure whether I would take up the role as an Etiquette Consultant in India. I never wanted to be just the best in a particular sector but the first and only in doing something completely new. I hope to fulfill my dream before I’ll turn 40 next year by creating something unique in the etiquette sector.

Do you think American and British Etiquette Consultants face the same etiquette challenges?

I think the problems are the same, mainly the fact that people think they don’t need to be taught on etiquette. They still haven’t realized that it has a direct (considerable) impact on a company’s bottom line.

What are the best ways you attract clients?

Since I was teaching etiquette as an employee of a world-leading Language School in England I did not have to attract any clients. But if I were an Etiquette Consultant I would obviously first focus on networking strategies before anything else. My goal in order to attract and keep clients would always be to EXCEED PEOPLES’ EXPECTATIONS, the secret of word-of-mouth. Something I learnt during my MBA while writing my dissertation on “Recommendation marketing: The creation of a word-of-mouth marketing strategy.”

What do you do to keep your skills current?

I consider myself a lifelong learner, therefore I consider learning as my biggest hobby which includes everything I do: reading, watching, listening, learning from my own and other peoples’ mistakes, observing, networking, discussing, whether it is online or offline.

Whom do you use as an advisor?

My closest family members.

Do you have a role model in the etiquette business?

No, but I’m very grateful of having had the opportunity to learn a lot from other American Etiquette Consultants. However, I must say that Patricia Rossi, Diane Gottsman and Walethia Aquil impressed me in a very thoughtful way.

Why did you go into the etiquette business?

I was always fascinated by different countries and cultures and was initially interested in International Etiquette. General Business Etiquette was something that I learnt later on. Teaching is my passion since I was six years old. I thought it was the perfect combination to teach the subject I’m most passionate about.

What do you say when people ask about "your job"?

I enjoy helping people to feel comfortable in any professional situation.

What's the best thing about being an Etiquette Professional?

Teaching other people a skill that they will need on a daily basis and they will remember for the rest of their life. It is rewarding in the sense of knowing that you make a difference in other peoples’ lives and their successes.

What's the worst thing about being an Etiquette Professional?

I can’t think of anything particularly bad.

What has been your guiding philosophy?

Learn from anyone, anywhere, anytime.

Do you have any advice for other Etiquette Professionals?

My five tips:

1.) Make sure you love what you are doing. Passion is very important to keep yourself motivated.
2.) Work hard but smart. Focus on the relevant things.
3.) Try to find out about other Etiquette Professionals experiences particularly if you just got started in this sector. (My blog offers some great interviews in that regard, look at the category “Etiquette Professionals”.)
4.) Try to be different from your competitors. Look out for a niche.
5.) Marketing is key in running your business, online as well as offline.

Thank you Karin for your thoughtful response to my questions. I do appreciate you taking the time.

Professional Sabotage

2010-06-12T07:53:00.000-07:00

Professional Sabotage

Being perceived as a professional is about more than a GPA or one’s academic ability. In fact, research states that we are judged much more on our social skills than our technical and academic ability.

Here is a list of faux pas that can sabotage your professional image.

1. A poor handshake or refusing to shake hands.
2. Lack of eye contact.
3. Poor table manners.
4. Poor grammar.
5. Inappropriate dress.
6. Gum chewing.
7. Swearing and off color remarks.
8. Taking phone calls and texting in meetings and in front of others.
9. Not returning phone calls and e-mails in a timely fashion.
10.Not sending a handwritten thank you note.

Perception is reality. The small things that we do and don’t do impact how we are perceived by others.

Do you have any other faux pas to add to this list?

E Photo Etiquette

2010-05-28T07:50:00.000-07:00

E Photo Etiquette

New technology, camera phones and all of the other was we take and access photos makes posting them on web sites and social media pages easier than ever. However, there are some courtesies that should be observed before posting those images.

• Before posting photos of friends and family members, especially children, seek permission.
• Use security features on family photo sites and only share your access password with people you trust.
• Be cautious in posting “funny” photos of others and yourself. They may come back to haunt you.
• If you wouldn’t want a photo published on the front page of a newspaper don’t post it on social media sites or send it in an email.
• Be prudent in forwarding photos that friends have shared with you to others.

Remember, the Internet is not private. You could send photos the old fashioned way…snail mail.

2010-05-19T05:01:00.000-07:00

Intimidating Professions

I attended my high school class reunion a couple of years ago with two of my best friends. We grew up together and our friendships’ go back to grade school days—a special gift. Each of us chose different educational paths: one became a psychologist, one a bible study leader and I, a former nurse, turned etiquette consultant.
When we arrived at the party and people asked what we were all doing these days we laughed as people looked a little intimidated. I am not sure if they thought the psychologist was going to analyze them, the bible study leader was going to hear their confession or I was going to judge them on their manners. Of course, none of that was the case, but it was hard to miss the initial reactions people had toward our particular professions.
As an etiquette consultant, there are times when I feel like I can clear a table when I tell people what I do for a living. For some reason, people become self-conscious about their manners and social skills when they first meet me. Some even feel the need to apologize for their lack of knowledge.
However, I was not born an etiquette expert. I grew up in, and still live in, the Midwest with middle-class parents. There was no silver spoon, but I was taught to be respectful to all and well mannered at the table. Also, I attended Catholic schools and was taught by good sisters at a time when discipline was emphasized and enforced in schools.
I don’t always look like an etiquette consultant or eat at a table set for multiple courses. I get down and dirty when I work in my yard and even stand and eat over the sink when I’m in a hurry. I love my sweats and put my feet on my coffee table. However, I do know it is important to suit up for a business event and send handwritten thank you notes. I feel comfortable at a seven-course meal or entertaining high-ranking guests. That comfort level has come with years of learning what is required for each situation.
I am often asked why I went into the etiquette business and my answer is simple: I think being well mannered is as important as it is powerful. As the world gets crazier, less civilized, more technically linked and less personally linked, good manners can become a real mark of distinction.
So many people put the emphasis of good manners on the fork. It is not just about the fork! It’s about consideration for others. When that becomes your motivation for what you do you will probably always be perceived in a favorable way by those around you. Keep in mind that there are several levels of manners. I like to break in down to three levels:
• Very formal situations
• Business situations
• Personal or family situations

All require being considerate of others, but you probably will not be having a seven-course dinner on Friday night while watching a movie with your family. The important thing is to know what level is needed when and where.
Do people have an unusual response to your profession? I’d love to hear about it.
Etiquette consultants…what do you tell people you do for a living?    

2010-05-19T04:57:00.000-07:00

New Medicine, Same Manners, part II

When my late husband and I were first married we lived in an apartment for a short time. The fact that he was a physician seemed to get around the building fairly quickly and led to frequent medical-related questions from other residents. I was used to people asking for his advice, in and out of the office. It seemed to be part of the job and he was always very gracious in responding.
However, the day a neighbor, whom we had never met, presented herself at our door in her bathrobe to get a diagnosis for her rash I felt a line had been crossed. Imagine my surprise when she opened her robe exposing a naked body! Not a pretty picture.
What’s the morale of the story? Be careful not to take advantage of people and their expertise. There is a time and place to seek medical advice from any physician or health care professional. Certainly, family members and good friends in the field can be a great asset in navigating the complexities of health care today and most are eager to help. However, there are some rules to be considered in and out of the office:
• Don’t turn a social event into an ongoing office call. Just because someone is in the heath care field doesn’t mean they are dying to hear about all of your aches and pains
• If you have an office appointment for yourself don’t bring the whole family and expect them to be seen in your time slot
• If you want to add an additional person, call and see if the physician’s schedule can handle it
• Many practices limit the number of complaints that can be addressed at one appointment. If you have multiple issues you may need another appointment or two.
• Bring your medication list with you at every visit
• If medications and/or dosages have changed, be sure to ask if the new medicine is replacing one you have been taking. This helps avoid double dosing.
• Be sure to introduce any friend and/or family member who may go with you to an office visit. Let the doctor know their relationship to you.

A little courtesy and understanding on the patients’ side is important and will be greatly appreciated by the physician and staff. I know…I was once an office nurse.
Please feel free to share your thoughts and experiences regarding this.

New Medicine, Same Manners

2010-04-20T08:03:00.000-07:00

New Medicine, Same Manners

The contemporary practice of medicine has taken a major shift for physicians and patients alike. The reasons for this shift are multifaceted: managed care, expenses, insurance, technology, and the list goes on and on.
Certainly, physicians and hospitals find challenges and feel a lack of control as they adjust to the rapid changes in the medical field. Similarly, patients must make adjustments as well, in order to feel they have a sense of control over their health care.
Historically, progress has two sides: we usually have great benefits, but also often lose something that is unique to the old way of doing things. Medicine is no different. The solo practice where the patient has a close one-on-one relationship with the “ole family doctor” is becoming rare.
However, this does not mean a patient has to sacrifice a meaningful relationship and excellent medical care with his or her physician who is a member of a large group. It does mean that the patient may have to shift his thinking or adjust her approach.
Patients who take more responsibility for their health and learn to effectively work with the medical system and their physician’s practice can reduce the miscommunication that is a common complaint today.
Some tips to navigate a modern medical system are:
• Be proactive before you get sick, if possible.
• Learn the routine of your physician’s office.
• Try to see the same physician at every appointment to establish a relationship.
• Learn the names of the medical staff.
• Learn when to place a call to the office. Avoid Monday mornings, before lunch and minutes before the office closes.
• Plan ahead for prescription refills. Don’t wait until the last minute or weekends.
• Learn how to navigate the telephone system by asking for the extension number of the nurse and how to get a “live” person.
• Understand the office’s protocol for emergencies.
• Find out what hospital your physician works in. Many medical groups split the hospitals for efficiency. Your physician may not make rounds or have privileges in your preferred hospital.
• Know the people who are providing your care. If the staff or physician does not let you know who they are, introduce yourself and ask their name and title or position.
• Turn off your cell phone! Taking calls during your appointment is rude and disruptive.
• Understand your physician’s protocol for receiving test results. Some offices only call patients with negative test results. If you are in doubt about the expectations or if you are anxious about test results, call the office.
• Keep a home file for each family member that contains all pertinent health information like: lab results, x-ray results health history and immunization history. This can help avoid errors and having to duplicate immunizations. Providing proof of immunizations is essential for school, work, military enlistment and more.
• List medications on a card and keep it in your wallet in case of an emergency hospital visit.
• Adult children of older parents can be more effective advocates if they keep copies of parent’s records.
• Call ahead and see if your physician is running behind if timely appointments are a concern. Ask again when you arrive and check periodically if your wait is getting lengthy.
• Be familiar with the privacy guidelines and be sure to document the family members who are privy to your medical information.
• Consider taking a family member or trusted friend to your appointments. If you are elderly or have serious medical issues, another person can act as an advocate and help prevent errors in information transmission.
• When making an appointment, note if you need to arrive 15 minutes ahead of your appointment time to fill out paperwork.
• Understand that courtesy is very important and infectious on all sides. Make sure you are considerate.
• If you encounter rudeness from a staff member or physician respond kindly. It will often diffuse the behavior. We all have a bad day, but if it is one individual, and the behavior is persistent, let the physician know. They can’t fix a problem if they don’t know about it.
• Change practices if the personalities and attitudes of a particular office are something you can’t live with. Be sure to let the office know why you left.
• Document serious glitches. For instance , if you call multiple times and no one returns your calls, let management know. Your time is valuable and waiting for long periods of time without a response can hold up progress.

Be a partner with your health care providers…it’s good medicine. Here’s to your health!

Professional Neccessities

2010-04-13T06:57:00.000-07:00

PROFESSIONAL NECESSITIES

The term “professional” takes on many meanings depending on the venue in which you work. However, there are certain things that everyone who strives to be at the top of their game should know.

Here is my list of professional essentials:

1. Know how to introduce yourself and others properly.
2. Be able to make appropriate eye contact.
3. Understand the power of a smile and pleasant demeanor.
4. Men and women need a firm confident handshake.
5. Standing for introductions.
6. Business card etiquette.
7. Knowing the art of small talk.
8. Observe Internet courtesy.
9. How to use personal technology courteously.
10.Develop a stationery wardrobe to include correspondence cards for “handwritten” thank you notes.
11. Navigate dining situations for business and pleasure with ease.
12. The ability to work a room and network effectively.
13. Dress for success in all situations.

If you are not confident in all these areas…you may be damaging your chances for getting a job and possibly, keeping it or advancing in it. We are judged much more on our social skills than any of our other talents.

Accounting Isn't Just About Numbers

2010-03-30T12:13:00.000-07:00

A Conversation with Debby Penar

Deborah S. Penar, MBA, Sales and Marketing Specialist/Recruiter for
BKD, LLP accounting firm is my guest blogger. I thank you Debby, for taking your valuable time to share your knowledge and expertise with everyone.

Debby, please tell us what your position at BKD, LLP involves.

I am the Sales & Marketing Specialist and Recruiter for the Fort Wayne and Merrillville offices of BKD. BKD is the 10th largest Certified Public Accounting and Advisory firm in the United States. Being responsible for both the marketing and recruiting for two offices within such a large organization is wonderful. I have an unending variety of responsibilities and each day is different.

When recruiting potential new hires what critical things do you look for?

BKD was selected one of the Best Accounting Firms to Work For by Accounting Today for both 2008 and 2009 http://www.bestaccountingfirmstoworkfor.com/
With that distinction, we truly do look for and hire the best of the best. Technical ability is essential, but that is only the first accomplishment that we require. We hire candidates who are the “entire package.” The folks we hire must have: business acumen, excellent verbal and written communication skills, a change orientation, conceptual thinking/problem solving, initiative, leadership, relationship building, teamwork/collaborative ability and a desire to develop themselves and others.

Where do you look for potential new hires?

We have found BKD team members on college campuses, through resumes sent directly to recruiters, on recruiting websites and through referrals from employees and clients or friends of the firm

How much weight do you put on academic achievement?

Academic achievement is essential, but is only the first hurdle of the interview process. As mentioned above, we are looking for the “complete candidate.”

How important are social skills in your organization?

Our BKDers are professionals and advisors to our clients. Social skills are essential in our business. We take social skills so seriously that as a firm we have incorporated etiquette training into our continuing education.

To advance at BKD what does one need to do.

The first step is to pass the CPA exam. This is a huge accomplishment that launches the career of a certified public accountant. Once this major goal has been completed, one must have a hunger for lifelong learning. The rules and regulations in this profession change constantly. It is essential that our people are continually learning so they can be trusted and valuable business advisors to our clients.

What areas does BKD routinely address in continuing education for employees?

Technical training is a cornerstone of all of our continuing education. BKD routinely provides more continuing education than is required in the industry. Other areas addressed in continuing education are business development, coaching, presentation skills, industry specific knowledge, etiquette and team building.

What would you recommend to young people starting their careers, to focus on to get noticed for a job?

Once they determine their profession of interest, learn as much about the profession and requirements as possible. Know your industry and potential employers. Do your research. If an internship is possible, that is an excellent way to get real world experience and is a great selling point for a candidate. Get involved with the career services office of your school and participate in organizations that will provide networking with potential employers. Have a perfect resume, there is no room for error on a resume, and know that you may meet potential employers anywhere. You only have one chance to make a first impression, so take advantage of that opportunity. Network, network, network.

What would you tell them not to do?

As stated above, do not make any errors on your resume. Be sure that any possible representation of yourself is professional, whether it’s your voice mail greeting, your email address, your social networking site or what you wear. It all represents you.

Do you look at social networking sites to check out potential new hires?

Yes, and have occasionally been unhappily surprised with what I find out there.

Is a handwritten thank you note after an interview a mark of distinction when considering someone for a position at BKD?

A handwritten note is always appreciated. Candidates in our industry seem to understand the importance of a handwritten thank you. What takes it a step further and makes it distinctive is to specifically reference items discussed in the interview and explain what the candidate can bring to our firm based on specifics from the discussion.

Is there anything else that you’d like to share about your position at BKD?

I just wish everyone could find a job they enjoy going to everyday as much as I enjoy mine.

Symphony Etiquette

2010-03-24T10:35:00.000-07:00

Thank you to the Fort Wayne Philharmonic for this informative Q&A regarding the etiquette of attending a concert. We in Fort Wayne, are so privilaged to have such a treasure in our community. If you have never attended a concert, but would like to do so, reading the info that follows can answer any questions you may and increase your comfort level in attending.

What should I wear?
Attending a Philharmonic
concert is always a special
occasion, so many patrons
often enjoy dressing up.
However, it is entirely up to you – whatever makes you comfortable.

Where do I park?
Embassy Theatre Concerts
There are two parking
garages available near the
Embassy. The Civic Center parking garage is located across from the Downtown Hilton, with entrances on Calhoun, Clinton, and Jefferson. The Parkview Field parking garage is located on the corner of Harrison and Douglas, with entrances on each street. Each garage charges a small parking fee on concert nights.

Arts United Center
There is paid parking in the lot between the AUC and the Museum. Free parking is available in the parking garage on Barr and Main. For more downtown parking information, visit
www.parkitfortwayne.com

Auer Performance Hall
Turn left at the light on
Crescent into the IPFW campus. Turn right onto the roundabout then the first right again. Look for the signs that will lead you to the Rhinehart Music Center. Parking is available in lots 14 and 11. Allow extra time to look for parking since they are doing construction there and there is also some parking that is strictly restricted to faculty.

What if I’m unable to attend a concert once I’ve purchased my ticket?
We have a no refund policy on tickets. However, subscribers can take advantage of our “No Risk” policy. If a subscriber is unable to use their ticket, they can turn it in up to four hours before the concert start time to receive a tax credit, or return the ticket up to three days after a concert to receive an online credit that can be used towards other ticket purchases. Please contact the box office as soon as possible if you know you will be unable to use your ticket

What if I lose my tickets?
Simply call the Box Office.
We can reprint tickets for you. We will have them waiting at Will Call. If you realize you forgot your tickets once you arrive, we can look up your seating location and issue new tickets.

I know very little about classical music. Will I be able to enjoy the concert?
There is no prerequisite to enjoying the performances of the Philharmonic. If audience members want information about the pieces or artists featured, they can read notes in the program book or attend a Musically Speaking concert preview.* The magic of music, however, is how the music makes you feel, not what you know about it
*Masterworks series only.

When should I arrive?
What if I’m late?
We try our best to begin all concerts on time. To help reduce distracting noises during performances, there are designated pauses in each program when late arrivals will be seated. If you arrive late, we recommend that you wait close to your seating area’s entrance so we can seat you as soon as the pause occurs. If you have to leave a concert before its end, please do so between program works.

How long is a typical performance?
Program length varies, but a typical Philharmonic performance lasts about two hours, including one intermission. You can always call us at
260.481.0777 for an estimated length.

When do I applaud?
Many works in classical music, such as a Beethoven symphony or Mozart piano concerto, have three or more movements or sections. A short pause usually falls between them. It has become customary over time not to clap during these short pauses. In your printed program, movements are indented beneath the main title of the piece. Applaud after the final movement.

May I take pictures?
Cameras, as well as other recording devices, create distractions for the musicians and audience members. Recording without permission also violates copyright laws. As a result, no still, video or tape recorders are permitted.

What about food and drink?
Drinks are permitted in the auditorium at Embassy concerts only. At select concerts, refreshments are available both before the concert and during intermission.

May I bring my children?
The Philharmonic has a Family Series geared towards children in grades K-6. These are perfect concerts to introduce young children to classical music. Children are welcome at other concerts as well, and at around the age of 8, most will sit through and enjoy the event. Every child, regardless of age, will require a ticket. Children are eligible for free tickets to our classical concerts with a paid adult admission.

Why does the
Philharmonic solicit contributions? Don’t ticket sales cover their costs?
Ticket sales account for less than 40 percent of the Philharmonic’s yearly budget. Therefore the orchestra depends on individual, corporate and foundation gifts in order to bridge the gap between concert revenue and operating expenses.

What is the difference between a symphony orchestra and a philharmonic orchestra?
There is none. Either word is commonly used to describe a larger group of instrumentalists that includes a number of strings. A string quartet isn’t an orchestra. Neither is a brass band, nor a concert band. But, a dance band that included a few violins might be an orchestra, if that’s what they wanted to call themselves. So it all depends on whether there are “strings attached.”

What is a concertmaster, and what are his/her responsibilities?
The concertmaster is the lead violinist. As the violinist with the highest “rank,” he/she sits in the first chair right next to the conductor’s podium.
The concertmaster leads the orchestra in its tuning prior to the concert and customarily plays all of the violin solos within pieces. In addition, the concertmaster marks the orchestra’s parts with the appropriate bowings, so all violinists are moving their bows in unison.

Why is the oboe used to tune the orchestra?
The oboe has the most reliable pitch. At the concertmaster’s signal, the oboist plays the musical note “A” twice, so that the woodwinds and brass, followed by the string section, can tune individually.

Are all orchestras arranged on stage the same way?
Usually, although this arrangement may be changed according to the repertoire requirements.

What does the Philharmonic do for young people in school?
The Fort Wayne
Philharmonic reaches more than 125,000 young people annually through programs like our family series, Young People’s Concerts, Discovery concerts, small ensembles in the schools, and also by participation in the Fort Wayne Philharmonic Youth Symphony. We also offer an instrument loan program, scholarships, and guest artist master classes. For more information on our education programs, visit our website at www.fwphil. org.

2010-03-12T10:30:00.000-08:00

Thank you to Carmen McGee, General Manager and Wine Director at Joseph Decuis Restaurant for being my guest blogger and for educating us on the topic of wine.
This place for fine dining is tucked away in charming Roanoke, IN. www.josephdecuis.com

A Conversation with Carmen McGee

Carmen, would you please tell us what your job title is and what it means?

My job title is General Manager and Wine Director. I direct all operations for the front-of the-house which means scheduling servers, bartenders, bussers and valets. I also plan all of our parties, caterings, weddings and any type of special event. I arrange our wine luncheons, dinners and summertime courtyard wine tasting and appetizer parties. I am in charge of our wine program which includes our wine list, our wines by the glass program and our specialty cocktails. I order our liquor, wine and beer.

What is your training background?

Many, many, many hours on the dining room floor! I have worked in the restaurant business since I was 16 years old, it was my first job. I have held almost every position in the front-of-the-house operation so I have a good grasp on who is doing what and what is going on. I’ve worked in fine dining for about 15 years, 10 of which have been at Joseph Decuis. I learned a lot about wine by tasting and reading. I took a course from the Court of the Master Sommeliers and received my Introductory Sommelier Certificate in 1994. I have attended countless wine tastings and have been to vineyards in California a couple of times. I never stop learning about wine, it’s wonderful!

Tell us about Joseph Decuis and their wine collection.

We have an extensive collection. We have over 600 different wine labels in our cellar and our vintage depth is quite good as well. We have won the Wine Spectator Award every year since 2001. Our wines are maintained in our temperature controlled-cellar (55 degrees) for optimum storage and serving conditions. We cater to every budget and every taste. We try to make wine accessible to everyone, so everybody can enjoy it as much as we do.

As a wine expert, how do you serve the needs of the diners at Joseph Decuis?

We have guests who dine here that know more than I do about wine, and we have guests who dine here who have never even tried wine, so I have to be flexible and have a wide range of knowledge. Our more experienced guests know what they like and will ask my opinion about a certain wine of the varietal they like or a certain vintage. For instance, we have five different Mondavi Cabernet vintages-which one is the best? That’s where I come in. For the less experienced diner I start with what they like- is it red or white, sweet or dry? How much does a person want to spend on a bottle of wine…$19 or $65 or $300? We can assist at all levels.

What is some basic information that a diner should know about choosing a wine to pair with a meal?

The first rule is to go with what you like. Many people won’t drink a red with their fish or a white with their steak, but they shouldn’t be held back by stereotypes. There are very soft reds, like Pinot Noir or Gamay that can go well with fish, especially with salmon. A hearty white like a California Chardonnay can hold its own against a steak with a light sauce. Wine is quite flexible. You should think about the sauce on the food too, that’s important. Wine should accentuate the food; the two should be a happy marriage! The tried and true formulas are standards for a reason. Classical pairings I like are Wagyu Steak with Cabernet Sauvignon, an acidic Sauvignon Blanc that complements a buttery fish, Pinot Grigio with a light dinner salad. My husband, who is the Executive Chef at Joseph Decuis, loves Sauternes with Foie Gras-a melt in your mouth combination.

How do you accommodate multiple main courses with one type of wine?

Two ways: go with a by-the-glass selection, or get a bottle of white and red.

What is the average price of a bottle of wine in restaurants like Joseph Decuis?

Our prices range from $18/bottle to $900/bottle. We are all over the board!

Who should be in charge of choosing the wine?

The host of the party should be in charge of choosing the wine, or whomever the host would like to designate. There should be a clear go-to person with whom the server or wine steward can communicate

When you present the wine to the host what is the protocol for giving approval to pour?

First you present the wine label to the host to ensure it is the correct wine and the correct vintage of the wine. Next you open the wine and pour an ounce for the host to taste, and he or she will nod approval or tell us verbally, yes, that works, or that’s great. Smelling the cork before tasting the wine is like an old wives tale. Corks are not going to tell you whether or not the wine is good. However, looking at the cork can be fun and contain literal information, like a winery’s website or the vintage of the wine.

The only acceptable reason to send back a bottle of wine is if the wine has gone bad, or is “corked”, meaning it smells excessively musty or like wet cardboard. If a wine is truly oxidized or “bad”, you will know. It is not good etiquette to send back a bottle of wine because it is not to your taste. If you are unsure of what you are ordering, it is safe to go with a by the glass selection. Good restaurants have excellent wines by the glass.

Thirdly, you pour clockwise around the table, always pouring for the ladies first. You should pour about three or four ounces at a time. Do not to pour the whole bottle at first, save some for later unless it is a large group that will require multiple bottles.

Does the fact that wine has screw cap vs. a cork define the quality of the wine?

The answer to this used to be yes, but not anymore, not by a long shot. We have French wines coming in with screw caps now. We have a very high quality California Cab with a glass stopper. There are two reasons behind the change: environmental concern and wine spoilage factors. Cork comes from trees so by using screw caps or other forms of stoppers on wine, wineries are saving trees. Second, the winemaker is assured 100% that their wine will not spoil due to cork taint, or cork leakage-no oxygen is able to enter the bottle with a screw cap. So in theory, with a screw cap, the wine that leaves the winery will be the wine that you taste when you open the bottle. Screw-capped wines are usually meant to be drunk young-not aged in a cellar for more than a couple of years, especially if it’s white wine.

What are some of your favorite wines?

Chappellet Mountain Cuvée, Dry Creek Chenin Blanc, Stella Maris Red, Latour, Drouhin

Do you recommend a wine for daily table wine?

At our house we drink a lot of Argentine malbec and Oregon Pinot Noir. But I don’t turn back on too many wines! I love to drink rosés in the summer, they tend to go with everything.

Joseph Decuis is more than a place to eat. It is an experience! Visit their web site and see what they have to offer. www.josephdecuis.com

Dining Essentials for Business and Pleasure

2010-03-12T10:03:00.000-08:00

Dale Carnegie, Ft. Wayne
&
Chris Sanderson
is pleased to sponsor

“Dining for Business and Pleasure”
Presented by
Etiquette Expert, Karen Hickman,
owner of Professional Courtesy, LLC
plus
“Networking While Dining”
Presented by
Chris Sanderson, Dale Carnegie Instructor

Wednesday, March 24, 2010
11:00 p.m. to 1:30 p.m.
at Chops Restaurant
6421 West Jefferson Blvd.
Ft. Wayne, IN.

Cost $189.00 per person

This informative program will include a 3-course luncheon, a workbook for each attendee to keep as a reference and role playing exercises.

Topics to be covered: Business Entertaining-Host/Hostess and Guest Duties-Reading the Table-Silverware Savvy-The Silent Service Code-Body Language at the Table-Handling Accidents-Difficult to Eat Foods-Forms of Service-American and Continental Styles of Eating-Toasting-Paying and Tipping and many more tips.

A lot of business is conducted at parties and dinners. Don’t sabotage your chances for a promotion or a job due to poor table manners. Join us to increase your comfort level at the table and boost your savvy and effectiveness in all business and social situations.
For more info contact Chris Sanderson @260/637-3511 or
Email: chris.sanderson@dalecarnegie.com
Karen Hickman @260/486-7758
Email: Karen.Hickman@professionalcourtesyllc.com

APPLICATION FOR DINING AND NETWORKING FOR BUSINESS

(Payment required to secure your reservation)
(No refunds after Monday, March 22, 2010)
(There will be a $10.00 cancellation fee prior to March 22, 2010)
(Minimum of 10 attendees to hold the class)

Name___________________________________________________________________

Address________________________________________________________________

Company_______________________________________________________________

Phone number__________________________________________________________

Cell____________________________________________________________________

E-mail__________________________________________________________________

Dietary Preferences or Restrictions_________________________________________

Registration: 10:45-11:00

Presentation will start promptly @ 11:00 a.m.

Agenda and confirmation will be sent after you have signed up for the class.

Payment via PayPal/Chg. We will invoice you for payment.

Fax completed forms to F: 260/486-7758 or
Mail to:
Karen Hickman
8609 EncantoWay
Ft. Wayne, IN. 46815

Mind Your Multicultural Manners, It’s Good for Business

2010-02-28T17:10:00.000-08:00

I'd like to thank Lisa La Valle-Finan, an Intercultural Adviser and Creative Director of GetGlobalized.org for being my guest blogger and sharing her valuable information regarding multicultural manners...

Unless you’ve been living in a cave lately, you’re probably experiencing considerable anxiety about the global economic crisis . This emotion is immediately followed by further panic when recruiters or employers are asking you to “go global” to make yourself more marketable. That’s if you still have a job. How and when is all this supposed to happen? Is this a form of outsourcing? I mean, it’s not like you’re ever really going to live or work outside your home, right? So, why should going global concern you?

It’s Official: Wake Up and Smell the Outsourcing

With the stunning realization that America's financial crisis is the world's crisis, the biggest misstep an American woman can make, is to think that fluttering of her entrepreneurial wings does not affect the rest of the world. Or the reverse, that what is happening around the world, doesn’t affect her business. Today, when one country sneezes, very often we all catch a cold.

The other mistake is to not have a passport, and think that it’s unlikely that you’ll ever have to work, travel, or live in another country. According to the State Department, although the number of passports issued to Americans has risen, because of post 9/11 homeland security measures, to the tune of about 74 million¹ in 2008, most Americans still view them as just another form of identification.

No Culture Is Foreign, It’s Just Different.

But there is a great deal of fear that comes with going global and things “foreign”. How can you deal with it? One way is to reframe the issue of what is “foreign”. How you frame, or name, what you speak about, determines how to think about it. If you change the semantics, you change your perceptions. With a “clear lens” cultures become less foreign and more familiar. You can also readjust how you think about your place on the earth. You’re part of the global village. You breathe the same air as 4 billion fellow inhabitants. You are not separate from them. In any way. No matter who you are or where you live. Calcutta. Copenhagen. Cincinnati. All. The. Same. Therefore, you, as an American business professional, are a part of the global community. The term international is no longer about “those people over there”. Reframing the way you refer to your place in the world will help you get more comfortable in it. For many Americans, who are like coming of age adolescents², it’s time to get down to business if we are to compete up in the 21^st Century global economy.

Multicultural Manners: Handle With Care

As women business owners, the statistically fastest growing sector of the economy, ³ it is incumbent upon us to look ahead to the all the trends that affect our businesses and embrace them with education and an awareness about multicultural manners, in order to do great global business. Because even if you don’t speak another language, as you will find many other people around the world do, it’s wise to know the soft skills that will make your professional, hard skills sing if you are involved in:

Intercultural Business: In a position to manufacture your scarves in China? You’re going to need to pull guanxi (pronounced gwan-SHEE) or make the right connections before you begin the deal.
Diverse Teams or Intra-Office: Is the new team member on your design project, from India, but you don’t know why he seems unenthused about your concept. Maybe it’s because he is waiting for his boss to tell you his disposition.
Expatriation: Have you been assigned to work for an upper management ExPat (Ex-Patriot) who’s just returned from a two-year stint in Prague, but can’t understand his moodiness? Perhaps he is experiencing culture shock.
Relocation: Is your finance background suddenly an asset to a firm in Turkey? Do you find yourself upending your life to work there for a year, but unable to cope with the preparations?

These are just a few of the typical examples that require cross cultural professionals to help you do global business, better in addition to your new way of thinking.

What Makes Them Tick

Of course it’s important to know how to handle ourselves in another culture, but what’s more important, is how we’re being perceived by the other culture. And which behavior on our part will make a good impression. The following chart is actually applicable to many other cultures, with a few tweaks here and there. Understanding the cognitive behavior -- how people process information, or what makes them tick -- is the key to giving your business dealings traction, and therefore revenue. Here are some key personality traits that delineate between Western and Eastern national character.

Western Character Eastern Character

Me centered We centered

Assertive Respectful

Gregarious Solemn

Gestural Non-gestural

Enthusiastic Diplomatic

Shake Hands Rarely Shake Hands, Bow

A Little Local Knowledge Goes A Long Way

After re-setting your cross-cultural compass, one way to cement cultural gaps is to focus on making personal connections, when the time is right. It’s not only essential to know what the national values of your counterpart are, but also your shared personal interests. Ones that can create deeper, more harmonious and sustaining business relationships. After the foundational elements of values and etiquette are addressed – whether to kiss, bow or shake hands – you can progress to a more sophisticated level of communication with the help of topic starters. Positive "points of entry" that enable you to socialize, conduct business, and create personal relationships.

I find that point of entry through film. You may find it through food, music, or some other “arts and cultural” area other than the usual “off limits” topics like religion and politics. But it’s usually a popular cultural topic that will “speak” to you. In any case, before you travel for business or pleasure, do your homework. And consider talking with a cross-cultural professional about what your objectives and how you can most effectively obtain them to make the experience most profitable and productive. After all, traveling these days is time consuming and often expensive, so for the sake of your own business, or that of your employer, consulting a certified intercultural pro makes a lot of dollars (or Euros or Yen) and sense. Because no matter where in the world you come from, it’s good to know where you’re going, and how to act appropriately once you get there. A little local knowledge goes a long way.

Lisa La Valle-Finan is a licensed IC consultant, writer, and Creative Director of getGlobalized™. She’s been traveling and writing for 25 years, speaks French, Italian and Greek, and welcomes all comments and can be reached at llfinan@live.com More information can be found on the company’s website at www.getGlobalized.org.

© By Lisa La Valle-Finan, June 1, 2009

Dining Etiquette Tips

2010-02-28T06:23:00.000-08:00

Your manners at the table impact your success more than you think. Read the article, written by Cindy Larson, feature writer for the News Sentinel, on me for some of my essential tips to be savvy at the table.

http://www.news-sentinel.com/apps/pbcs.dll/article?AID=/20100219/LIVING/2190302

PROM PREP

2010-02-23T15:31:00.000-08:00

Going to the Prom? Want to increase your comfort level during all of the activities involved? Sign up for this fun and interactive program that will walk you through the things that can cause stress and insecurity. (It is not essential to be going to Prom to participate)

Join etiquette expert, Karen Hickman as she presents the essentials in courtesy for Prom time. Things to be covered include:

Who asks for the date?

Who goes? Who pays?

Prom attire.

Flowers/Boutonnières

Meeting the Parents/Photo session

Etiquette Essentials (handshaking, eye contact, introductions, when to stand and more)

Etiquette of Public Places

Texting and Cell Phone Etiquette

Dining Etiquette and a Tutorial Meal

WHEN: Saturday, March 6, 2010, 10:00 am-2:00 pm

WHERE: Blu Tomato Restaurant, Ft. Wayne, IN.

COST: $99.00

FEE INCLUDES: A three-course luncheon with beverage and a workbook to take home

Sign up soon to reserve your place. Seating is limited.

Second family member may join for $79.00

For more information call: 260/486-7758 or e-mail Karen.Hickman@comcast.net or Karen.Hickman@professionalcourtesyllc.com

For every 10 students coming from the same school, Professional Courtesy will donate $100.00 to your school’s fundraising endeavors.

There will be a drawing for gift certificates that can be used toward Prom preparation

For information on Karen Hickman and Professional Courtesy, please visit www.professionalcourtesyllc.com

APPLICATION FOR PROM PREP

Payment required to secure your reservation

No refunds after Tuesday, March 2, 2010

There will be a $10.00 cancellation fee prior to March 2, 2010

Minimum of 10 students required to hold class, encourage your friends to join in.)

Name_____________________________________________

Address___________________________________________

Phone Number_____________________________________

Cell_______________________________________________

E-mail_____________________________________________

Age_______________________________________________

School_____________________________________________

Dietary Restrictions__________________________________

Dress: School attire requested.

Registration: 9:30-10:00

Class will start promptly @ 10:00 am. Please allow for travel time and weather challenges.

Agenda and more details will be sent after you have signed up for the class.

Payment via PayPal/Chg.

Fax completed form to:

260/486-7758

or

Mail to:

Karen Hickman

8609 Encanto Way

Ft. Wayne, IN 46815

A Conversation with Megan Meadors, Miss Indiana 2008

2010-02-23T15:26:00.000-08:00

I had the pleasure of meeting Megan Meadors a few years ago when she was preparing to compete in the Miss Indiana Pageant. Megan and her mother engaged me for some one on one instruction in etiquette and protocol. Megan was already very savvy in this area and we merely tweaked some things that she was not sure of. It was a special treat to work with this engaged, focused and bright young woman. I had no doubt that she would be successful in any of her life endeavors. This young woman is certainly much more than a “pretty face”; a myth that is often perpetuated about pageant participants.

Megan has graciously agreed to respond to my questions and as you will see, this is a woman of substance. Thanks, Megan.

Tell us a little about yourself…

I’m a 24 year old Graduate of the University of Indianapolis with a Master’s Degree in Occupational Therapy. I practice occupational therapy at a senior community in a suburb of Indianapolis. I was Miss Indiana 2008 in the Miss America system. I love being around people, trying food from different cultures, and the Indianapolis Colts!

Megan, please tell us how you became interested in participating in pageants and at what age did you start participating?

I became interested in pageants the summer before my senior year of high school when I was 16. During this summer I competed in the Miss Auburn pageant for the chance to represent my hometown in our county fair pageant. I was very active in cheerleading and show choir in high school and most of my friends from these activities were competing in Miss Auburn so I thought it would be a fun thing to try.

What are the greatest misconceptions about pageants?

I think there are many misconceptions about pageants and the girls that compete in them. First off we do get along very well. I was in three of my fellow competitors weddings and they will be in mine one day. Second we are very intelligent. We have to be to be successful. The interview portion of the competition accounts for a large portion of your score and you have to show that you are articulate and voice your opinions in an educated manner. Third we are not conceded and self-centered. Every girl competing has a community service platform we believe in, volunteer for, and raise money for. That was my favorite part of being Miss Indiana…volunteering at events all over the state.

What have been the greatest benefits for you?

When you are Miss Indiana you are thrust in every kind of situation. Sometimes the organizers of event would throw you into situations you would not expect but you would have to “roll with it”. I feel now that I can handle myself in any situation and have the confidence in myself to step up and take risks in my life to benefit me in my career and personal life.

What skills do you think have been essential to succeed in pageants and in other aspects of your life?

Confidence, a good work ethic, interpersonal communication skills, public speaking skills, and a strong sense of self.

How have you transferred these skills into your personal and professional life?

I really don’t think these skills were ever “transferred.” They became a part of who I am and that is what is so great about competing in the Miss America system…you grow into your best self!

As an Occupational Therapist, what do you take from the world of being Miss Indiana into the health care world?

All of the skills listed above have helped me to be able to build strong relationships with my patients and their families. I believe having rapport with a patient is one of the most important aspects of the rehabilitation process. When patients trust you they will follow the steps you recommend to reach their maximal level of independence. These skills also benefit me when interacting with my co-workers, doctors, and patient’s families.

What advice would you give teens and young women interested in entering the world of pageant competition?

First I would say know who you are, what you believe in, and what you want to accomplish as a titleholder before competing. That self-confidence will help you to go far not only in pageantry but in life. Also if you truly want to be Miss ______ don’t ever give up on your dream. I competed at Miss Indiana 5 times before I reached my goal and if I would have given up I would never be who I am today.

What does the future look like for you?

For the first time in my life I really don’t know and it’s actually so exciting. For such a long time my goal and focus was becoming Miss Indiana and my life revolved around reaching that goal. After I gave up my crown I felt so free and that I had a whole world of opportunities in front of me. I plan to continue to be involved in the Miss America Organization as a consultant, director, or state board member. I am continuing to make appearances as a former Miss Indiana speaking about my platform of Alzheimer’s Awareness and to young children about reaching their goals. In the distant future I see myself happily married with a family.

Thanks, Megan…I welcome comments and remarks regarding the world of pageants. If you have been a part of this system, I’d love to hear from you too.

Respectful Care of the Elder Patient

2010-02-22T05:27:00.000-08:00

In the past month I have had the opportunity to accompany my parents to physician appointments and be part of their health updates. Even though, I was invited into the room by them, I was in no way in charge. My parents are very capable of making their own decisions, but appreciate having one of their daughters present as moral support. And in the event that we will have to be part of their decision making process we will be apprised of their health status.

At one appointment, as the physician entered the room he greeted my parents first and directed all of his remarks to them. I was so appreciative of that courtesy. The fact that my parents are getting older does not mean they should be slighted in any way and be treated in a patronizing manner.

That was not the case when I was helping with another family member out of state a few weeks ago. I drove and accompanied my family member to see her husband in a Rehab facility during my week long stay and helped with the process of transitioning both of them to an assisted living facility. During this time I found people directing the conversations to me and essentially ignoring my family members. At one point my in-law scolded the nurse and said, "you look at me...I am the one who will be living here, not her." I thought that the nurse deserved that rebuke and hopefully she will change her approach when dealing with older patients and their families.

Treating patients of all ages with respect is important, but it is especially important when dealing with older people. At a time when many of the changes in their lives are beyond their control, genuine respect can help make them feel valued and a part of the decision making. Even if there are memory issues with older people, that is not a good enough reason to ignore them or treat them in a condescending way.

Here are some tips for all health care workers in dealing with older patients:

Refrain from calling them "honey"or "dear" or other patronizing terms... it's insulting.
Address patients formally...Mr., Mrs., Ms. until you have been invited to call them by their first name.
Make direct eye contact with the patient when speaking to them.
Be careful not to speak too loudly that everyone within a mile can hear you.
Maintain personal privacy, as much as possible, when doing procedures or assisting with personal care.

Remember, this older person had a life before their illness and was a contributing member of society in their job, as a spouse, parent and grandparent...that should always be honored.

Dale Carnegie Training Engaging Ideas Newsletter

2010-02-07T05:32:00.000-08:00

Dale Carnegie Training Engaging Ideas Newsletter

Thank you to Chris Sanderson, Ft. Wayne's Dale Carnegie Trainer for sharing the Dale Carnegie newsletter on my Blog. As always, the ideas of Dale Carnegie are timeless and powerful.

Age, Rank, Respect

2010-01-24T06:48:00.000-08:00

While out for dinner recently with friends, our young (young enough to be my son) male waiter addressed me as "darlin", in what I perceived to be, a patronizing tone. To say the least, I was offended and felt he was very inappropriate and poorly trained... at home and at work.

I often hear these patronizing terms used to address older people (older than I) by health care workers and people working in the service industry. I suspect it is an attempt to be endearing toward seniors, but I think it has the opposite effect. Just because your hair has gone grey, does not mean you deserve less respect. In fact, quite the contrary. Save those terms of endearment for your children, spouses or the significant others in your life.

Our world today, is much less formal than in years past. However, that does not mean that we abandon all rules of propriety. There are still times that it is appropriate to err on the side of formality. In fact, when in doubt, do just that.

The old maxim, "age and rank has its privileges" can be your guide. Even though, we call most of our contemporaries and co workers by their first names, there are times when we should address someone in a formal fashion using an "honorific"...Ms., Mr., etc. Doing this with high ranking individuals and elder people shows respect. If they want you to call them by their first name they will invite you to do so.

Teaching your children to call adults by their last names using the appropriate "honorific", teaches them respect for authority and demonstrates that they were well trained at home. Growing old enough to call adults by their first name is a right of passage and that right should be earned.

I welcome your thoughts on this issue...

The book; "Honor & Respect... The Official Guide to Names, Titles, & Forms of Address" by Robert Hickey is a great reference book to have in any library.

2009-09-21T09:04:00.000-07:00

EXCUSE ME, WHAT WAS THE QUESTION?

Have you ever been stopped in your tracks by a rude question or remark? It seems most people have and those people have a great deal to say about those questions.

Recently, I partnered with friend and fellow protocol consultant, Suzanne Nourse, founder and owner of The Protocol School of Ottawa to put a survey together to find out what people felt were the rudest questions they had ever been asked. The survey was separated into categories to include venues like, dating, marriage, illness, death, money, being childless, adoption and more. The responses ranged from short and sweet to rants and raves.

We learned that pregnant women do not appreciate having their "tummy's" touched by strangers. And asking a "newly" widowed person if they thought they would remarry is often felt to be a huge insult to the memory of their spouse.

Some questions should never be asked like, "how much money do you make?" or "why don't you have any children?" Those very personal subjects are not the business of strangers or mere acquaintances and should be off limits unless you are very good friends. And even then, some of those questions are inappropriate.

If you are at a loss for words when asked some of these questions you might want to read Peggy Post's book, "Excuse Me, But I Was Next" or Dr. P.M. Forni's book, "The Civility Solution" to learn some clever and civilized ways to deal with rude people. Both books would be a valuable addition to any library.

Want to share your experience with rude inquisitors? Comment here. And to fill out the entire survey, email Suzanne Nourse at snourse@etiquetteottawa.com or me, Karen Hickman at karen.hickman@comcast.net and we will send you the survey.

Remember, diplomacy is an art. If in doubt about asking a question...don't ask.

2009-09-18T05:13:00.000-07:00

"To shake or not to shake;" that is the question. Now that we are into flu season it is important to be aware of how we transmit germs. And shaking hands is one of those ways. Refusing to shake hands can put you at risk for being perceived as an ungracious person. However, if you are acutely ill with something, those around you will thank you for not extending your hand. Offering a short explanation that you do not want to spread your germs will help let others know you have their best interest at heart. After all, that is the basis for good manners; consideration for others.

This is also the time to increase hand washing and the use of hand sanitizers. There are many on the market and they can be carried in a purse or pocket. Remembering to sneeze and cough into your elbow and not your hands can also help prevent the spread of unwanted germs. And if you are very sick...stay home!

Essentials for Health Care

2009-07-22T19:17:00.000-07:00

Checking the pulse of contemporary medical practices with

Karen Hickman, Etiquette and Protocol Consultant

It is no doubt the technical training of a physician or dentist is of utmost importance in his or her practice. The expertise of a knowledgeable professional allows for trust and loyalty from patients. And yet, many patients don't develop that trust and loyalty, no matter how skilled the medical and dental care, because of the unprofessional treatment they've encountered on the way to the examination room.

Too often, as practices continue to grow larger, compassion in medicine and dentistry is forfeited through lengthy holds when scheduling appointments, an unprofessional air in the office, impersonal first impressions, and overall insensitive actions from the office staff. And this has a measurable effect on patient relations: research show us that up to one-third of malpractice suits stem from bad behavior on the part of the doctor or staff.

As a former nurse and longtime member of the Fort Wayne (Indiana) Medical Society-Alliance, I understand health care. And as a trained expert in etiquette and protocol, I understand the importance of professional courtesy. Marrying my experiences in medicine and etiquette, I'm able to effectively address the growing perception of unprofessional medical and dental practices and then provide teams the tools they need to create a distinguished and caring practice.

Recently, I was able to partner with the Fort Wayne Medical Society-Alliance to provide the Fort Wayne Medical Society with what the Alliance titled "Compassion in Medicine," a researched-based educational seminar and comprehensive training program. I had the opportunity to enlighten over 200 office staff, receptionists, administrators, nurses, clinicians, and office managers with my Professional Courtesy Essentials program. The staff members learned how to professionally apply communication skills, conflict management, technology etiquette, and the development of a positive cultural philosophy while participating in role-play scenarios to better understand and relate to the patients. Further, the Alliance used the seminar as a fundraiser and contributed $15,000 to community charities related to health care and health education.

The partnership between my Professional Courtesy Essentials program, the medical society, and the alliance created the opportunity to meet the goals of continuing education; excellence in health care; and care for patients, their families, and the community. I would be delighted to share this valuable and important message with you and your alliance and community, while educating and encouraging what I am sure is already excellent medical and dental care from your local medical or dental association. Please feel free to contact me for more information about the program and the opportunity to increase the professionalism in medicine and patient satisfaction.

Sincerely,

Karen Hickman