（商业礼仪揭秘）CLASS ACTS

Class Acts reveals a simple, but stunning secret: Business success is directly linked to good manners and business etiquette.And that is how it should be since, accord-ing to etiquette expert and business consultant Mary Mitchell, good manners come from inside good people. They grow from our instinctive understanding of the fundamental principle that every human being deserves respect.
Etiquette, on the other hand, comes from outside, but it too is based on the same principle of respect. It's a set of practical rules that guide our behavior with others.Knowing how we're expected to behave can make us confident and self-assured,so we can focus on the business at hand more effectively. And when the business at hand is usiness,treating everyone with respect can lead to satisfying relationsh more productive and ps with clients, cus-tomers, colleagues, and even competitors.
Unfortunately, today we're seeing less eti-quette and more rudeness. People like to blame this on technology. But technology alone cannot make us rude; it just allows us a new way to express our old selfish-ness, such as talking too loudly on our cell phones.
In Class Acts, Mitchell shows us how to combat this sort of rudeness by reflecting on how we treat other people. Then she explains how to develop the interpersonal skills needed for success in business.

作者简介：
Mary Mitchell is president of The Mitchell Organization, a Philadelphia-based consulting firm that offers custom designed training in business and personal etiquette, communication and negotiation skills, and customer and client service. More than fifty major corporate clients, including many leading multinational companies in the legal, accounting, and hospitality industries, have benefited from her work, including The Complete Idiot's Guide to Business Etiquette.

Mary Mitchell is president of The Mitchell Organization, a Philadelphia-based consulting firm that offers custom designed training in business and personal etiquette, communication and negotiation skills, and customer and client service. More than fifty major corporate clients, including many leading multinational companies in the legal, accounting, and hospitality industries, have benefited from her work, including The Complete Idiot's Guide to Business Etiquette.

Foreword
Author's Preface
Acknowledgements
Introduction
Part Ⅰ: What is a Class Act
Chapter 1: The Constants, from Children to CEOs
Chapter 2: A Class Act Has Self Confidence
Chapter 3: A Class Act Exemplifies the Virtues
Chapter 4: A Class Act Exemplifies the Virtue of Trustworthiness
Chapter 5: Why a Corporation Must Also Be a Class Act
Chapter 6: A Class Act Is Never Rude
Part Ⅱ: Learn a Necessary Skit[
Chapter 7: A Class Act Requires Peace
Chapter 8: Einstein Had the Answer
Part Ⅲ: Communicating
Chapter 9: A Class Act Communicates Well
Chapter IO: Introductions by a Class Act
Chapter 11: A Class Act Makes Conversation
Chapter 12: A Class Act Knows How to
Chapter 13: A Class Act Knows How to Use All Telephones
Chapter 14: A Class Act Retains Humanity in Cyberspace
Chapter 15: A Class Act Knows the Power of Handwritten Notes
Chapter 16: A Class Act Has No Fear of Public Speaking
Part Ⅳ: Life Skills (On and Off the Job)
Chapter 17: A Class Act Is Healthy in Body and Mind
Chapter 18: A Class Act Knows What to Wear and How to Wear It
Chapter 19: A Class Act Is Generous of Spirit---Gifts and Contributions
Chapter 20: A Class Act Knows the Difference Between Service and
Part Ⅴ: Office Opportunities and Minefields
Chapter 21: A Class Act Is a Model of Consistency,
Chapter 22: A Class Act Knows How to
Chapter 23: A Class Act Doesn't Mix Romance with Work
Chapter 24: When a Class Act Works Successfully from Home
Part Ⅵ: Food and Drink
Chapter 25: A C/ass Act at Table
Chapter 26: A Class Act at The Formal Meal, Buffet, Banquet
Chapter 27: A Class Act at Cocktail Parties and Receptions
Chapter 28: A Class Act Hosts Restaurant Meals Confidentlv
Chapter 29: A Class Act Isn't Intimidated by Wine
Chapter 30: A Class Act Knows How
Part Ⅶ: The Class Act Is a Gracious Host
Chapter 31: A Class Act En terrains at Home
Chapter 32: The Class Act Entertains in Restaurants
Chapter 33: A Class Act Entertains at a Private Club
Part Ⅷ: The Circle of Life
Chapter 34: A Class Act Celebrates the Passages of Life
Chapter 35: A Class Act Understands the Etiquette of Condolence
Part Ⅸ: Difficult Conversations and Faux Pas Rescues
Chapter 36: A Class Act Understands Tough Love
Chapter 37: A Class Act Knows How to Use the Word "No"
Chapter 38: A Class Act Understands Cosmetic Procedures
Part Ⅹ: Doing the Right Thing
Chapter 39: A Class Act Knows How to Apologize Well
Chapter 40: Epilogue: A Civil, Successful and Centered Man
Appendix A: A Class Act and Meditation
Index
About the Author