Workplace Expectations: Business Etiquette

1. Human Relations Workplace Expectations: Business Etiquette

2. Etiquette • When we use correct etiquette, we act appropriately in social and business situations. • Protocol is the part of etiquette that provides a code of behavior for business, diplomatic, or military situations. • Proper etiquette shows respect, sincerity, and self-confidence. • Understanding the effects of good manners and protocol in all cultures is increasingly important in our global society.

3. Courtesy • Courtesy and good taste are important components of etiquette. • Behaving courteously means… • Considering others, even in little ways. • Respecting and encouraging the accomplishments of others. • Being thoughtful of others. • Being democratic in our relationships. • Saying “thank you” with sincerity. • Using a friendly voice.

4. Importance of Etiquette • Lack of knowledge of protocol can cause embarrassment and misunderstanding. • Socially correct behaviors are important when using technology. • A diverse population requires that we interact properly and respectfully with people of all backgrounds. • To avoid feeling awkward or ill at ease in social and official situations, a knowledge of etiquette is essential.

5. Making a Good Impression • Appearance • Appropriate dress, hygiene, and grooming send the right message. • Table manners • Make business lunches and dinners more comfortable and enjoyable. • Introductions and handshakes • Show respect and put people at ease.

6. Cross-Cultural Etiquette • To avoid appearing disrespectful or offensive, learn as much as possible about customs and nonverbal communication rules. • Research norms regarding gift giving, discussing family members, or beginning business discussions. • Be watchful and understanding of different standards of behavior. • Learn some of the other language to show your willingness to communicate. • Be courteous and sincere.

7. Customer Interactions • How employees treat customers is a crucial factor in the success of a business. • One rude employee can damage a business’ reputation and drive away customers. • When communicating with customers, the rule is “Do unto others as they would have you do unto them.” • Manners are as important in correspondence and on the phone as in person.

8. Customer Relations Guidelines • Never say anything about a customer that you wouldn’t say to that customer. • Acknowledge customers immediately. Never leave a customer unattended. • Be pleasant and helpful and give a customer your full attention. • Make sure your appearance, hygiene, and grooming are appropriate. • Say “please,” “thank you,” and “excuse me,” and call people by name. • Never tend to personal matters in front of a customer.

9. Telephone Manners • Answer promptly and correctly. Be courteous and gracious (never rushed), and use a pleasant voice. • If answering for someone else, identify yourself, ask if you can help, or take a message. • Transfer calls only when necessary. • When a line is busy, tell callers if you are going to place them on hold, and do not leave them on hold for more than 30 seconds without returning. • If the requested party is out, ask if someone else can help or if you can take a message. Confirm the caller’s name and number. • Thank the person for calling before saying good-bye.

10. Workplace Netiquette • Do not send formal thank you notes via e-mail. • Avoid using “emoticons” such as : ) • DO NOT USE ALL CAPITAL LETTERS; this is the online equivalent of yelling and is inconsiderate. • Avoid slang and acronyms that may be confusing. • Do not leave the “Subject:” field blank. • Avoid heavy formatting and images. • Do not forward jokes and personal messages without permission. • Be understanding of others. • Follow your company’s e-mail policies.

11. Fax Etiquette • Call ahead to notify the recipient of an incoming fax and check for any equipment limitations. • Be certain you have the correct number. • Do not leave a fax machine unattended or tie up the fax machine with unnecessarily long transmissions.

12. Cell Phone and Pager Etiquette • Immediately remove a noisy phone or pager to another room. • In meetings, lectures, theaters, etc., turn off the device. • If it is vital that you stay in touch, get a silent, vibrating pager or phone.

13. Interactions with Associates • Use networking to • get moral support and career guidance. • exchange information, ideas, and favors. • Respect confidentiality. • Find a mentor who can give you objective guidance and advice in sensitive situations. • Be extremely sensitive to office politics and avoid office gossip. • Apologize if you do something wrong and refrain from criticizing others.

14. Behavior Types • Passive Behavior • Aggressive Behavior • Assertive Behavior

15. Passive Individuals… • Value themselves below others. • Do not appear self-confident when they speak. • Want to be liked and to please others. • Avoid confrontation. • Avoid eye contact. • Fail to communicate their wants and needs. • May be indecisive. • May have internal anger due to loss of respect. • Can damage their careers by their inaction.

16. Aggressive Individuals… • Value themselves above others. • Say what they think at the expense of others. • May dominate or humiliate others. • Speak with an air of superiority. • May be demanding and rude and intimidate others. • May have trouble working with others. • Can damage their careers by their actions.

17. Assertive Individuals… • Are comfortable using correct etiquette. • Feel they are equal to others. • Are comfortable making choices and decisions. • Are calm and confident. • Want to communicate and be respected. • Speak clearly, calmly, and firmly, and use “I” phrases. • Have relaxed and confident posture.