Workplace Expectations: Business Etiquette ECFC CHAPTER 4 7/3/2001 Human Relations Workplace Expectations: Business Etiquette

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Behavior Types Passive Behavior Aggressive Behavior Assertive Behavior

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.

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.

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.