Business etiquetteBusiness etiquette

““etiquette is what you are etiquette is what you are doing and saying when doing and saying when people are looking and people are looking and listening. What you are listening. What you are thinking is your business”thinking is your business”

-Virginia Cary Hudson -Virginia Cary Hudson

As we become a more high-tech As we become a more high-tech society, the need for a sensitive, society, the need for a sensitive, personal touch in business personal touch in business increases.increases.

As John Naisbitt says in As John Naisbitt says in Megatrends, “whenever new Megatrends, “whenever new technology is introduced into technology is introduced into society, there must be a counter society, there must be a counter balancing human response”. balancing human response”.

No matter how intelligent or No matter how intelligent or accurate your computer is, you accurate your computer is, you must still interact with people.must still interact with people.

““Good manners are cost Good manners are cost effective. They increase the effective. They increase the quality of life in the work place, quality of life in the work place, contribute to optimum employee contribute to optimum employee morale, embellish the company morale, embellish the company image, and hence play a major image, and hence play a major role in generating profit.”role in generating profit.”

A U.S. office of Consumer affairs’ A U.S. office of Consumer affairs’ study showed that “ up to 90% of study showed that “ up to 90% of unhappy customers never unhappy customers never complain about discourtesy, and complain about discourtesy, and 91% will never again do business 91% will never again do business with the company that offended with the company that offended them. In addition, the average them. In addition, the average unhappy customer will tell the unhappy customer will tell the story to atleast nine other people, story to atleast nine other people, and 13% of unhappy customers and 13% of unhappy customers will tell more than twenty people.”will tell more than twenty people.”

““A company becomes a A company becomes a company you want to do company you want to do business with because of business with because of people who work in it, so people who work in it, so business etiquette has a business etiquette has a very definite relationship to very definite relationship to the bottom line. the bottom line.

*Good etiquette is good *Good etiquette is good businessbusiness!!

When viewed in this light, When viewed in this light, etiquette is more than which etiquette is more than which fork to use, or how to smile fork to use, or how to smile nicely, when to wear a nicely, when to wear a tuxedo.tuxedo.

Today’s business people Today’s business people must know how to walk into must know how to walk into a room full of strangers and a room full of strangers and feel at ease.feel at ease.

They need to able to They need to able to introduce themselves and introduce themselves and others without feeling others without feeling apprehensive.apprehensive.

They should know when-and They should know when-and how-to make a phone call to how-to make a phone call to cheer or congratulate cheer or congratulate someone, or when a someone, or when a handwritten note or an e-mail handwritten note or an e-mail is in order.is in order.

They must know how to They must know how to conduct themselves at conduct themselves at company social functions company social functions and receptions, and and receptions, and understand the understand the complexities of the complexities of the business lunch.business lunch.

Some etiquette basicsSome etiquette basicsTrain etiquette Train etiquette what about the what about the

rule that on a bus, or subway rule that on a bus, or subway men or younger people must men or younger people must give up their seats to women or give up their seats to women or older people?older people?

Not any more-unless the people Not any more-unless the people are handicapped or pregnant.are handicapped or pregnant.

Of course, offering your seat is Of course, offering your seat is still a nice gesture.still a nice gesture.

Holding doorsHolding doors Yesterday’s etiquette dictated that a Yesterday’s etiquette dictated that a

man had to back up and let a man had to back up and let a woman pass through a door first; a woman pass through a door first; a younger person had to do the same younger person had to do the same for an older person.for an older person.

But today’s common-sense But today’s common-sense etiquette dictates that the person in etiquette dictates that the person in the lead holds the door for the the lead holds the door for the person in the rear.person in the rear.

It is that simple.It is that simple.

If people of the same If people of the same gender approach the door gender approach the door together, the one in the together, the one in the higher position or the higher position or the considerably older usually considerably older usually enters first, while the enters first, while the other person holds the other person holds the door for them.door for them.

What about revolving doors?What about revolving doors? If the woman is in the lead, she If the woman is in the lead, she

enters first and pushes; the enters first and pushes; the man follows and pushes and man follows and pushes and vice versa.vice versa.

If the person in the rear wants If the person in the rear wants to push a little harder to help to push a little harder to help out, that’s great.out, that’s great.

The point is not who goes first, The point is not who goes first, but that everyone gets through but that everyone gets through the doors easily.the doors easily.

Just remember that Just remember that common sense rules.common sense rules.

If someone is carrying an If someone is carrying an armful of files or armful of files or packages, the other packages, the other person takes the lead in all person takes the lead in all situations, regardless of situations, regardless of sex or age.sex or age.

Automobile etiquetteAutomobile etiquette It’s nice but not mandatory, for a It’s nice but not mandatory, for a

man to go around to the passenger man to go around to the passenger to assist a woman into the car to assist a woman into the car when they travel together.when they travel together.

It’s especially appropriate when It’s especially appropriate when the car is locked.the car is locked.

If someone does unlock the door If someone does unlock the door from the outside, please be polite from the outside, please be polite enough to unlock the driver’s door enough to unlock the driver’s door from the inside!from the inside!

Getting out of the car is Getting out of the car is another story.another story.

Some women find it Some women find it embarrassing for a man to embarrassing for a man to come around and open come around and open their car door.their car door.

What do they do while What do they do while waiting?waiting?

If, however, a woman is If, however, a woman is dressed for a special event and dressed for a special event and might have trouble might have trouble maneuvering her dress and maneuvering her dress and wrap, then of course a man wrap, then of course a man should help.should help.

If you’re a woman with a man If you’re a woman with a man who insists on opening your who insists on opening your door, good manners dictate door, good manners dictate that you allow him this tradition that you allow him this tradition without a show of resentment.without a show of resentment.

It is still good manners for a It is still good manners for a man to walk a woman to a car if man to walk a woman to a car if it is parked in a dangerous it is parked in a dangerous area; at night time he should area; at night time he should accompany her in any area.accompany her in any area.

Of course, it’s smart for a man Of course, it’s smart for a man to walk a man to his car as well!to walk a man to his car as well!

And a woman should always And a woman should always walk into parking lots in walk into parking lots in groups, if possible.groups, if possible.

Elevator etiquetteElevator etiquetteCommon sense dictates that Common sense dictates that

the people closest to the the people closest to the elevator doors get on first.elevator doors get on first.

If you want to be at the front If you want to be at the front when it’s time to get out, go when it’s time to get out, go in and stand by the buttons, in and stand by the buttons, out of the way.out of the way.

Or go in last.Or go in last.

Or if you are in the very Or if you are in the very front waiting for your front waiting for your floor, however, you show floor, however, you show good manners if you good manners if you move outside the doors to move outside the doors to allow people to exit from allow people to exit from the backthe back

Consideration of the entire Consideration of the entire group should always come group should always come before formal etiquette to before formal etiquette to one person, especially in an one person, especially in an elevator.elevator.

If you’re using the escalator If you’re using the escalator or the stairs instead of the or the stairs instead of the elevator, the man usually elevator, the man usually follows the woman.follows the woman.

Etiquote Etiquote If you would be happy for one hour, If you would be happy for one hour,

take a nap.take a nap. If you would be happy for a day, go If you would be happy for a day, go

fishing.fishing. If you would be happy for a month, get If you would be happy for a month, get

married.married. If you would be happy for a year, If you would be happy for a year,

inherit a fortune.inherit a fortune. If you would be happy for life, love If you would be happy for life, love

your work.your work. -Chinese proverb-Chinese proverb

Principles of impeccable Principles of impeccable work behaviorwork behavior

Basic guidelinesBasic guidelines the guidelines the guidelines apply to all employees, just not apply to all employees, just not newcomers.newcomers.

Many veteran workers also Many veteran workers also need to be reminded need to be reminded occasionally of these basic occasionally of these basic principles of business principles of business professionalism.professionalism.

1.Be careful with your 1.Be careful with your appearanceappearance

These are just a few These are just a few general guidelines for general guidelines for the most effective the most effective business appearance:business appearance:

Dress appropriatelyDress appropriately

You want to be noticed, but you You want to be noticed, but you don’t want to stand out.don’t want to stand out.

And there are different rules for And there are different rules for different situations and work different situations and work styles.styles.

Again, your own organization’s Again, your own organization’s style will dictate what is style will dictate what is “appropriate”.“appropriate”.

Dress for the position you want, Dress for the position you want, not the position you have.not the position you have.

Others tend to believe that you Others tend to believe that you are what you appear to be.are what you appear to be.

So when it comes time for So when it comes time for promotions, management promotions, management usually looks first for the usually looks first for the people who need the least people who need the least amount of grooming for the amount of grooming for the new position.new position.

Dress conservativelyDress conservatively

For most businesses and most For most businesses and most business occasions, business occasions, conservative is best.conservative is best.

You will have more credibility You will have more credibility in a jacket than without, more in a jacket than without, more credibility in long sleeves than credibility in long sleeves than in short, more credibility in in short, more credibility in conservative colors than flashyconservative colors than flashy..

2.Expand your knowledge2.Expand your knowledge

Knowing how to learn is the Knowing how to learn is the skill most needed by skill most needed by employeesemployees

Learn as much as you can Learn as much as you can about your job and your about your job and your manager’s job, and hoe each manager’s job, and hoe each fits into the organizational fits into the organizational structure.structure.

Find out what other Find out what other departments do.departments do.

Read the trade publication Read the trade publication of your industry and of your industry and profession.profession.

Be the one who people Be the one who people turn to for expertise in turn to for expertise in your area.your area.

3. Honor your working 3. Honor your working hourshours

Working nine to five doesn’t meanWorking nine to five doesn’t mean that you arrive at nine and leave at that you arrive at nine and leave at five.five.

It means you It means you workwork from nine to from nine to five.five.

Socializing at the coffee pot or Socializing at the coffee pot or eating breakfast at your desk does eating breakfast at your desk does not constitute working. not constitute working.

Five minutes may not seem like Five minutes may not seem like much to you, but it may seem much to you, but it may seem like stealing to your manager or like stealing to your manager or CEO, especially a small or a CEO, especially a small or a busy office.busy office.

Spending 10 minutes on a Spending 10 minutes on a personal phone call is only a personal phone call is only a small part of an eight-hour day, small part of an eight-hour day, but 10 minutes a day equals 50 but 10 minutes a day equals 50 minutes a week-almost an hour minutes a week-almost an hour of unproductive timeof unproductive time

If you start getting ready to If you start getting ready to leave at 4:45, charge out of the leave at 4:45, charge out of the office at 4:49, and screeching office at 4:49, and screeching out of the parking lot, you’ll out of the parking lot, you’ll give the impression that you give the impression that you can’t wait to leave-not a can’t wait to leave-not a professional attitude.professional attitude.

If you cut short a telephone If you cut short a telephone conversation with a customer conversation with a customer because it is quitting time, you because it is quitting time, you may lose businessmay lose business

If you arrive at a meeting late If you arrive at a meeting late your actions say, “my time is your actions say, “my time is more valuable than yours; you more valuable than yours; you aren’t important to me.”aren’t important to me.”

Those few extra minutes may Those few extra minutes may make a big difference in a way make a big difference in a way you are considered for you are considered for promotions or raises.promotions or raises.

Be honest .Be honest .How many hours do you How many hours do you reallyreally

work? work?

4.Be friendly4.Be friendlyWhen you are new, you need When you are new, you need

people to help you with your people to help you with your duties, explain procedures, duties, explain procedures, and show you where to get and show you where to get information or material you’ll information or material you’ll need.need.

Make an extra effort to get Make an extra effort to get along with everyone, but don’t along with everyone, but don’t try too hard.try too hard.

Ask your new coworkers to Ask your new coworkers to have lunch with you; lunch is a have lunch with you; lunch is a great opportunity to get to great opportunity to get to know each other.know each other.

Remember that offices work Remember that offices work best when individual efforts best when individual efforts supports the team effortsupports the team effort..

5.Keep personal 5.Keep personal information to yourselfinformation to yourself

Friendliness aside, don’t let your Friendliness aside, don’t let your life become the office soap life become the office soap opera.opera.

When someone asks, “how are When someone asks, “how are you?” don’t spill your guts.you?” don’t spill your guts.

Some of the information could Some of the information could be used against laterbe used against later

If you can’t control your mood or If you can’t control your mood or your mouth, be quietyour mouth, be quiet

The same advice goes, of The same advice goes, of course, for sticking your course, for sticking your nose into others’ personal nose into others’ personal business.business.

Don’t.Don’t.Never discuss or question Never discuss or question

salary or any other salary or any other confidential or personal confidential or personal information with co workers.information with co workers.

6. Be positive and 6. Be positive and supportivesupportive

When your day isn’t going the When your day isn’t going the way you hoped it would, try to way you hoped it would, try to look at the positive side of look at the positive side of things-and people.things-and people.

You’ll be surprised how quickly You’ll be surprised how quickly you can turn a bad day into a you can turn a bad day into a good one.good one.

Believe in your co-workers and Believe in your co-workers and back them up in publicback them up in public

When your manager makes When your manager makes a decision, give your a decision, give your wholehearted support to it, wholehearted support to it, at least in front of others.at least in front of others.

Make others look good at Make others look good at every opportunity.every opportunity.

Managers, especially Managers, especially need you to look, talk, need you to look, talk, write, and act like a write, and act like a positive, supportive positive, supportive representative.representative.

Your professionalism Your professionalism reflects both on your reflects both on your manager and your manager and your organizationorganization

7. Keep an open mind7. Keep an open mindMake informed judgments, Make informed judgments,

avoid jumping to conclusions, avoid jumping to conclusions, evaluate what you see in evaluate what you see in addition to what you hear, and addition to what you hear, and don’t be party to gossipdon’t be party to gossip

Establishing yourself as Establishing yourself as professional means that you professional means that you show respect for othersshow respect for others

8. Follow through8. Follow throughWe all get a little tired, We all get a little tired,

especially by late afternoon, but especially by late afternoon, but the job you tackle at 5:00 P.M. the job you tackle at 5:00 P.M. means as much as the one you means as much as the one you start at 8:00 A.M.start at 8:00 A.M.

Cover every angle of a project, Cover every angle of a project, and don’t wait to be reminded and don’t wait to be reminded that you need to finish a project.that you need to finish a project.

Be accurate.Be accurate.

Check and double-check to Check and double-check to make sure things are going make sure things are going smoothly and the way you smoothly and the way you planned.planned.

Be realistic about how long an Be realistic about how long an assignment will take, and let assignment will take, and let others know ahead of time if others know ahead of time if you anticipate a delay.you anticipate a delay.

Set deadlines and meet them.Set deadlines and meet them.

9. Communicate 9. Communicate Our job knowledge ranks above Our job knowledge ranks above

communication skills as a communication skills as a factor for workplace success.factor for workplace success.

Keep people informed in a Keep people informed in a succinct and a useful way.succinct and a useful way.

Every wants to know what’s Every wants to know what’s going on-not every little detail going on-not every little detail of every day, but what is of every day, but what is happening on major projectshappening on major projects

Your coworkers want to know Your coworkers want to know about the status of about the status of assignments.assignments.

They want to know immediately They want to know immediately about any problems or about any problems or mistakes.mistakes.

Most of all, if a conflict arises Most of all, if a conflict arises or if someone makes a mistake, or if someone makes a mistake, remember that everyone is remember that everyone is human.human.

Managers want you, however, Managers want you, however, to go through the channels of to go through the channels of communication.communication.

Don’t go over their heads, and Don’t go over their heads, and don’t bring things to them that don’t bring things to them that don’t concern themdon’t concern them

If you want to disagree with If you want to disagree with them, do it tactfully, with a them, do it tactfully, with a positive alternative, and during positive alternative, and during a high point in a day.a high point in a day.

10. Listen 10. Listen Speaking and listening are twin Speaking and listening are twin

skills in communication.skills in communication.Both sides must play a part for Both sides must play a part for

communication to occur, and communication to occur, and you can learn best by listening you can learn best by listening to what others know.to what others know.

Ask questions.Ask questions.

Hear how other Hear how other people organize their people organize their ideas, how they ideas, how they respond to changes respond to changes in proceduresin procedures..

11. Solve your own 11. Solve your own problems problems

When you do have to When you do have to present a problem, bring present a problem, bring possible solutions, too.possible solutions, too.

Don’t complain about things Don’t complain about things that can’t be changed, and that can’t be changed, and don’t blame others when don’t blame others when you make a mistakeyou make a mistake..

Accept responsibility Accept responsibility when you have made a when you have made a mistake, and work harder mistake, and work harder to make sure that it does to make sure that it does not happen again.not happen again.

Learn to accept criticism Learn to accept criticism gracefully without gracefully without defensiveness.defensiveness.

12. Work hard12. Work hardBe ready and willing.Be ready and willing.Take on new responsibilities, Take on new responsibilities,

and do more than others and do more than others expect.expect.

Don’t be content to do only Don’t be content to do only what’s expected of you or what’s expected of you or use the excuse that “it’s not use the excuse that “it’s not my job”.my job”.

Look for areas in which you Look for areas in which you can do more and make can do more and make yourself more valuable.yourself more valuable.

Volunteer for special projects.Volunteer for special projects.Those who wait to be told Those who wait to be told

what to do continue to be told what to do continue to be told what to do, and their value what to do, and their value seldom increases.seldom increases.

13. Be assertive, but not 13. Be assertive, but not aggressiveaggressive

What’s the difference?What’s the difference? Assertiveness is appropriate behavior Assertiveness is appropriate behavior

for the situation at hand.for the situation at hand. It’s standing up for your rights without It’s standing up for your rights without

infringing on the rights of other infringing on the rights of other people.people.

Aggressiveness is strong, Aggressiveness is strong, overpowering, often abusive behavior.overpowering, often abusive behavior.

It’s rude, crude, and abrasiveIt’s rude, crude, and abrasive

14 Don’t be in too big hurry 14 Don’t be in too big hurry to advance to advance

Learn as much as you can in the Learn as much as you can in the job you have now.job you have now.

Think ahead. Plan.Think ahead. Plan. It’s like growing up: no matter It’s like growing up: no matter

how eager you are, it takes a how eager you are, it takes a certain amount of time.certain amount of time.

Try to enjoy what you have while Try to enjoy what you have while it is yours.it is yours.

15. Leave gracefully15. Leave gracefully If you don’t have the job very If you don’t have the job very

long, keep your disappointment-long, keep your disappointment-or your extreme happiness-to or your extreme happiness-to yourself.yourself.

Just be cordial and say your Just be cordial and say your good-byes quietly.good-byes quietly.

Never bad-mouth the people Never bad-mouth the people who have put money in your who have put money in your pocket.pocket.

If some one leaving, respect If some one leaving, respect that person’s privacy as that person’s privacy as much as your own.much as your own.

Even if they have resigned, Even if they have resigned, and you can’t understand and you can’t understand why, respect their opinion.why, respect their opinion.

They are still the same They are still the same people-they just chose not people-they just chose not work there any longer.work there any longer.

Thank youThank you

Meeting peopleMeeting peopleEtiquoteEtiquote Good manners are always Good manners are always

important in contacts in life, important in contacts in life, but they must spring from but they must spring from real kindness of spirit or real kindness of spirit or they will not ring true.they will not ring true.

-Eleanor Roosevelt-Eleanor Roosevelt