1. Workplace Etiquette: Rules for Behavior
ECFC CHAPTER 4
7/3/2001
Chapter 12
Workplace Etiquette: Rules for Behavior

2. ECFC CHAPTER 4
7/3/2001
Chapter 12 Objectives
Define workplace etiquette and its connection to assertiveness.
Explain the importance of workplace etiquette.
Use etiquette to make a good impression.
Use correct etiquette with customers and associates.
Apply etiquette in electronic communications.
Chapter 12 Workplace Etiquette: Rules for Behavior

3. Etiquette Workplace Etiquette
Workplace etiquette deals with commonly accepted rules for good behavior in workplace interactions.
When you use correct etiquette:
You act appropriately.
You are considerate.
You make other people feel comfortable in your presence.
You try not to embarrass others.
Chapter 12 Workplace Etiquette: Rules for Behavior

4. Etiquette (cont.) Workplace Etiquette (cont.)
Knowledge of etiquette contributes to the social skill component of emotional intelligence.
Knowledge of etiquette provides you with a code of behavior in different settings.
Chapter 12 Workplace Etiquette: Rules for Behavior

5. Etiquette (cont.) Workplace Etiquette (cont.)
Courtesy is an important component of etiquette.
Behaving courteously means:
Combining kindness and politeness
Being thoughtful and considerate of others
Using a friendly voice and facial expression
Chapter 12 Workplace Etiquette: Rules for Behavior

6. Etiquette (cont.) Assertive Behavior
Assertiveness is expressing your thoughts and feelings while asking for what you want in an appropriate, calm, and confident manner.
Comparing assertive and aggressive behavior:
When you are assertive, you show that you respect the ideas and feelings of others.
When you are aggressive, you fail to consider whether people are hurt by what you say.
Chapter 12 Workplace Etiquette: Rules for Behavior

7. Etiquette (cont.) Assertive Behavior (cont.)
To strengthen your assertiveness:
Take small steps in the beginning.
State your position or needs in ways that don’t violate the rights of others.
Use a modulated, enthusiastic voice, make eye contact, avoid phrases such as “I guess,” and avoid ending sentences that sound like questions.
Think win-win.
Chapter 12 Workplace Etiquette: Rules for Behavior

8. Importance of Workplace Etiquette
Etiquette is more important than ever because:
In the 1960s and early 1970s, many children weren’t taught etiquette.
Heavy use of computers may result in people working in isolation or being treated impersonally.
Electronic communication requires specific etiquette skills.
The global economy and an increasingly diverse population require that workers interact with people of all cultures.
Because of workforce changes, old behavioral rules are being reexamined and new ones created.
Chapter 12 Workplace Etiquette: Rules for Behavior

9. Importance of Workplace Etiquette (cont.)
Knowledge of etiquette is a key ingredient in human relations and in business and personal success.
Work situations that call for effective etiquette include relationships with:
Coworkers
Managers above you
People below you in the hierarchy
Customers and clients
The general public
Chapter 12 Workplace Etiquette: Rules for Behavior

10. Professional Presence
Professional presence is a combination of poise, self-confidence, control, and style that empowers you to command respect in any situation.
Chapter 12 Workplace Etiquette: Rules for Behavior

11. Professional Presence (cont.)
Appearance
Etiquette includes appropriate dress, hygiene, and grooming.
Inappropriate dress may be perceived as a lack of respect for the situation and the people involved.
People make assumptions about how you feel about yourself and how you will work, perform, or behave based on your appearance and dress.
Chapter 12 Workplace Etiquette: Rules for Behavior

12. Professional Presence (cont.)
Appearance (cont.)
The most important rule of dress for work is to dress appropriately for your organization and profession.
Some organizations are conservative in nature and expect their employees to dress accordingly.
Other organizations may allow less conservative dress, although good taste is still expected.
Chapter 12 Workplace Etiquette: Rules for Behavior

13. Professional Presence (cont.)
Appearance (cont.)
Grooming guidelines:
Clean, well-groomed hair, styled neatly
Shower, deodorant, clean teeth and breath
Clean, trimmed fingernails
Minimal, preferably no, cologne or perfume
No gum, candy, or tobacco products
Chapter 12 Workplace Etiquette: Rules for Behavior

14. Professional Presence (cont.)
Appearance (cont.)
Grooming guidelines (cont.):
All clothing cleaned and pressed and in good condition (no missing buttons)
Clean, polished, conservative shoes with heels that aren’t worn down
For women, conservative makeup in neutral colors
For men, freshly shaved face
Chapter 12 Workplace Etiquette: Rules for Behavior

15. Professional Presence (cont.)
Appearance (cont.)
Business casual means dressing in a professional yet relaxed manner appropriate for the occasion and location.
For men, khakis or dress trousers and a button-down or polo shirt
For women, conservative slacks with a sweater or blouse
When meeting with customers or clients, wear your dressier business clothes.
Chapter 12 Workplace Etiquette: Rules for Behavior

16. Professional Presence (cont.)
Manners
Having good manners means that you:
Know how to behave when dining
Make smooth introductions
Avoid obscenities and offensive comments or stories
Can use correct meeting etiquette
Are familiar with technology etiquette
Chapter 12 Workplace Etiquette: Rules for Behavior

17. Professional Presence (cont.)
Manners (cont.)
Table manners: when dining with coworkers or clients, follow basic rules of etiquette such as:
Wait until all people at the table are seated and have their food before beginning to eat.
Avoid playing with your silverware or food.
Don’t place your elbows on the table while eating.
Don’t smack or slurp while eating or talk with your mouth full.
Alcohol is best avoided at most work-related meals.
Chapter 12 Workplace Etiquette: Rules for Behavior

18. Professional Presence (cont.)
Manners (cont.)
Introductions and remembering names:
Most jobs require you to meet new people and at times introduce people to each other.
Introductions can create anxiety.
Remember the important goals of putting people at ease and showing them proper respect.
During introductions, a handshake is the usual greeting.
Chapter 12 Workplace Etiquette: Rules for Behavior

19. Professional Presence (cont.)
Manners (cont.)
Hugging in the workplace:
Hugging is becoming more common as a greeting in the U.S. and many other countries even in the workplace.
Hugging must be done respectfully and mindful of cultural differences.
Use caution in putting an arm around coworkers of either sex, placing a hand on their shoulder, or touching a coworker in any way.
Chapter 12 Workplace Etiquette: Rules for Behavior

20. Professional Presence (cont.)
Manners (cont.)
Swearing on the job:
Though bad language is now routinely heard in the media and numerous settings, swearing can be a career breaker in the workplace.
Find a way to express your feelings without swearing.
Chapter 12 Workplace Etiquette: Rules for Behavior

21. Customer and Associate Relations
Customer Relations
Effective customer relations is an important part of an organization’s marketing strategy.
The most important guideline to remember is this: “Do unto others as you would have them do unto you.”
Chapter 12 Workplace Etiquette: Rules for Behavior

22. Customer and Associate Relations
Customer Relations (cont.)
Guidelines for good customer relations:
Never say anything negative about a customer when the customer might hear you or learn what you’ve said.
When serving a customer by phone or in person, give that person your full attention.
Immediately acknowledge every customer who walks into your place of business.
Chapter 12 Workplace Etiquette: Rules for Behavior

23. Customer and Associate Relations
Customer Relations (cont.)
Guidelines for good customer relations (cont.):
Don’t chew gum or eat in front of customers.
Remember to say “please,” “thank you,” “thank you for your interest in our company,” and “please come again.”
Never conduct personal telephone calls or carry on personal conversations in front of clients or customers.
If you must answer a phone while working with a customer who is with you, ask that person, “Will you excuse me, please, while I take this call?”
Chapter 12 Workplace Etiquette: Rules for Behavior

24. Customer and Associate Relations
Associate relations are the way you interact with networks, mentors, coworkers, and other business associates through courtesy and etiquette.
A mentor is an experienced person who will give you objective career advice.
Be extremely sensitive to office politics and avoid office gossip.
Chapter 12 Workplace Etiquette: Rules for Behavior

25. Customer and Associate Relations
Associate Relations (cont.)
Be willing to collaborate and take on additional responsibilities, share credit and accolades, meet deadlines and commitments, and get to know your colleagues on a personal level.
Apologize if you do something wrong and refrain from criticizing others.
Beware of excessive competition, which can become disruptive.
Chapter 12 Workplace Etiquette: Rules for Behavior

26. Figure 12.3 Working with Overly Competitive Coworkers
Try to avoid the person who is willing to hurt others to get ahead.
If you think this person has misrepresented you or your work or is withholding information you need, discuss this with your supervisor.
Try not to be too concerned, as others usually see through this kind of person.
Concentrate on doing a good job, making sure your supervisor is aware of your contributions.
Chapter 12 Workplace Etiquette: Rules for Behavior

27. Customer and Associate Relations (cont.)
Be sensitive when a coworker experiences a loss, such as:
Death of a loved one
Loss of a pet
Loss of personal belongings through fire, natural disaster, or theft
Coworkers may also experience grief related to divorce, transfers/moving, retirement, or job loss.
Chapter 12 Workplace Etiquette: Rules for Behavior

28. Electronic Communications
The use of communications technologies has brought a new set of etiquette problems.
Be considerate when communicating with fellow employees, supervisors, and customers:
Write s that are brief and to the point.
Use a voice mail greeting that tells people clearly and directly where you are and how to contact you.
Plan voice mail messages before you leave them.
Use the communications technology your recipient prefers.
Chapter 12 Workplace Etiquette: Rules for Behavior

29. Electronic Communications (cont.)
Telephone Technique
You portray the image of your company each time you use the telephone for a business purpose.
Effective human relations and etiquette are just as important on the telephone as in person.
Chapter 12 Workplace Etiquette: Rules for Behavior

30. Figure 12.4 Telephone Manners
Answer promptly and correctly. Be courteous and gracious, 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.
Tips for using the telephone:
Chapter 12 Workplace Etiquette: Rules for Behavior

31. Electronic Communications (cont.)
Telephone Technique (cont.)
Call waiting etiquette:
Make the first caller your priority.
Politely ask a second caller to call you back, or offer to return the call at another time—unless there is an emergency.
Do not make the first caller wait longer than a few seconds.
Chapter 12 Workplace Etiquette: Rules for Behavior

32. Electronic Communications (cont.)
Telephone Technique (cont.)
Voice mail etiquette:
Be brief and straightforward.
Include your name (and its spelling), your company, and your phone number.
Indicate your reason for calling, the information you need, and when you will be available for a returned call.
Rather than leave a negative message, ask for a call back by a specific time.
Chapter 12 Workplace Etiquette: Rules for Behavior

33. Electronic Communications (cont.)
Telephone Technique (cont.)
Cell phone and text messaging etiquette:
Don’t create danger for yourself or others (by texting while driving, for instance).
Don’t ignore the people you’re with.
Don’t disturb people around you.
Don’t discuss sensitive, personal subjects in front of others.
Don’t have an offensive ringtone.
During meetings, set your cell phone to silent or vibrate mode.
Chapter 12 Workplace Etiquette: Rules for Behavior

34. Electronic Communications (cont.)
Etiquette
Areas of concern for employers regarding
Employees’ personal use of it on company time
Inappropriate content that may cause competitive or legal complications.
is not a private form of communication.
Don’t send anything by that you wouldn’t want to see posted on an office bulletin board.
Chapter 12 Workplace Etiquette: Rules for Behavior

35. Electronic Communications (cont.)
Etiquette
etiquette guidelines include:
Reply promptly, using proper salutations.
Refrain from using emoticons.
Don’t write anything in all capital letters.
Avoid using slang, abbreviations, or acronyms.
Make sure your message sounds professional and is clear, correct, concise, complete, and courteous.
Never express anger or other strong emotions in an or use it to convey bad news.
Chapter 12 Workplace Etiquette: Rules for Behavior

36. Electronic Communications (cont.)
Etiquette (cont.)
etiquette guidelines (cont.):
Write about just one subject.
Use “thank you” appropriately.
Don’t forward jokes, chain letters, and other such s.
Use a signature only for s you compose and send.
Exercise discretion in your out-of-office message.
Know and follow your company’s policies on transmissions.
Chapter 12 Workplace Etiquette: Rules for Behavior

37. Electronic Communications (cont.)
Virtual Meeting Etiquette
Etiquette rules for sound and camera virtual meeting technologies include:
Speak clearly and distinctly.
Make eye contact with the camera and with other participants.
Don’t speak over people.
Don’t leave the room unless absolutely necessary.
Turn off cell phones, PDAs, and watch alarms.
Chapter 12 Workplace Etiquette: Rules for Behavior

38. Figure 12.5 Etiquette Guidelines for Virtual Meetings
State your name and introduce each participant by name, title, and location.
Limit background motion and sounds.
Avoid interrupting.
Teleconferencing
Write clearly, use a large font and brief/clear language, and proofread before sending.
Listen carefully; pay attention to your meeting.
Limit graphics; keep presentation materials to a manageable size.
Limit chatter and note passing.
Web Conferencing
Dress appropriately.
Avoid white, black, plaids, stripes, or busy prints.
Videoconferencing
Chapter 12 Workplace Etiquette: Rules for Behavior

39. Electronic Communications (cont.)
Workplace Surveillance
Reasons for workplace surveillance:
Competition
Protection of proprietary information
Protection against hackers, viruses, or other intruders
Maintenance of a safe working environment
New methods of surveillance include small or hidden cameras, listening bugs or microphones, detectors/taps on phones, and security monitors.
Chapter 12 Workplace Etiquette: Rules for Behavior

40. Electronic Communications (cont.)
Workplace Surveillance (cont.)
Employee abuse of has prompted employers to use systems that can read, track, and archive all company records.
Employers can also monitor text messages and the web sites employees visit.
GPS allows companies to track their company vehicle movements—and the driver.
You should understand policies regarding the use of and other communications technologies.
Chapter 12 Workplace Etiquette: Rules for Behavior

41. Key Terms Workplace etiquette Assertive behavior Professional presence
Mentor
Chapter 12 Workplace Etiquette: Rules for Behavior