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The essential guide to business etiquette , Praeger Publishers. Classifications Library of Congress HF C Dewey Edition Notes Includes bibliographical references and index. Explore Audiobooks. Bestsellers Editors' Picks All audiobooks. Explore Magazines. Editors' Picks All magazines. Explore Podcasts All podcasts. Difficulty Beginner Intermediate Advanced. Explore Documents. Cancel anytime. Start your free 30 days Play sample. Publisher: Tantor Audio. Communication is the key to avoiding office misunderstandings.
If people would learn to soften their statements, particularly where criticism is involved, more office conflict situations would end up on a friendly, rather than on an unfriendly, basis. When criticizing someone, give specific examples to help the person understand what you are suggesting. Changing the criticism to advice will often result in greater acceptance. Before making a decision to end a working relationship, the decision needs to be made as to whether doing so is feasible or practical.
If you have to work or interact with another individual, then you need to maintain a working relationship. Thus, whatever the problem is, it needs to be worked out. Understand that the decision to continue or discontinue the working relationship is yours, and you have to live with it. This is when the golden rule of treating others as we would like to be treated can be very helpful.
At the end of the conflict, do not speak badly of the other person and continue to be positive and productive. Particularly if someone has been drinking, it is best to joke about Social Sensitivity 45 the situation rather than make a big issue out of it. Bosses or supervisors should never ask subordinates out on a date; this invites criticism and may lead to charges of sexual harassment.
The harassee will be given something in return for a date or sexual favors, or the harasser threatens negative consequences if the harassee does not go out on a date or give sexual favors. While harassers sometimes claim that they were only joking, it is important for everyone to realize that what one person finds humorous can be offensive to others.
More homosexual harassment cases are also appearing. Some people have become so defensive about sexual harassment that they do not like to work with members of the opposite gender. If this happens to you, let the person know that you do not appreciate unprofessional comments and suggestive remarks.
The EEOC determines if complaints of sexual harassment are true. Such complaints generally take a long time to be researched and resolved. In many organizations, the Human Resources Department will try to resolve the complaint.
Only when the company cannot resolve the complaint satisfactorily or when it does not take the complaint seriously does it go on to the EEOC. The EEOC will Use appropriate terminology to ask to see documentation to prove an avoid suggestions of harassment. EEOC case. When you be used in the workplace.
Some titles have been genderized, such as 46 The Essential Guide to Business Etiquette businessman and businesswoman. As this area of genderizing titles is still changing, you will need to be careful about the appropriateness of the titles you use. The apology should, of course, be sincere and be followed by no more inappropriate comments.
Many times people have come from home or school situations where they were not corrected about such comments. Educate them about the inappropriateness of their comments. If they do not take the hint, take the situation to a member of management. Most unwelcome comments can be handled in a constructive manner without litigation.
Most sexual harassment can be avoided if people conduct themselves professionally at all times, treat others with courtesy, make no allusions to sexual matters, and watch what they wear in the work environment. As with other social sensitivity issues, considering how others may react before you say or do something is a good rule to follow. According to an American Management Association survey, over 40 percent of workers indicated that they have had an office romance; almost a fourth of the supervisors surveyed admitted to having had an office romance.
Many employees feel that the office is a good place to find a romantic partner; they maintain that the office is preferable to looking for love in bars and on the Internet. Working together gives both parties an opportunity to get to know each other in a safe environment.
Some companies, in fact, have developed written rules for office romances. The first rule is to avoid becoming involved with someone on a different level, especially someone who reports to you. In the event this does happen and you are violating a company policy, it is wise to tell the The consequences of yielding to person to whom you report.
This the temptation of having an affair person may be able to help you work with someone who is married can out a solution that will be acceptable be loss of a job or a transfer to to the company, such as being transsome remote location. According ferred to a different division. Do not do it. One-fourth have no punishments. When the romance ends, continuing to work with the person can be rather awkward. An affair with someone who is married can be complicated and create numerous problems that may affect the operation in an office.
One couple who met at work and later married have continued to drive to work separately. They feel that it emphasizes their desire to keep their personal and professional lives separate. Finally, do not give each other special privileges. Other employees will notice such favors as longer lunch hours or extra time to complete an assigned project. Since one of the biggest problems with office romances is the perception of favoritism, those who have office affairs will want to be careful to avoid any appearance of favoritism.
Although the rules for social sensitivity may not always be clear, people with good manners seem to sense what is appropriate to do or say in certain situations. They know that being known as a considerate, thoughtful, and helpful employee will probably be rewarded at raise and promotion time.
Being good does not make the news. The first impression you make in the electronic world is every bit as important as the one you make in person. Online meetings, as well as e-mail and text-messaged communication, are replacing personal interactions.
Speed and ease of communication are apparently more important than human contact. Some indications of how communication changes have affected behavior are listed in the box on the following page.
The number and complexity of communication tools continue to increase. Businesses use electronic mail, facsimiles, cellular telephones, and pagers in addition to telephones. Despite increased use of electronic communication devices, the telephone continues to be a significant vehicle for communicating in business situations.
The human voice is still preferred over any type of written communication. Businesses recognize that the manner in which employees communicate via the telephone plays a major role in the impression other people have of the firm. The telephone may be the only link between the company and customers and between 50 The Essential Guide to Business Etiquette the company and the public. Thus, it is important that proper telephone etiquette be stressed at all levels of an organization.
In a monochronic culture, such call someone inside your as the United States, people do one home for help with the thing at a time. Failure to take this first step can result in the omission of items you had planned to bring up, making it necessary to call again. Keeping a notepad and pen by the telephone to record names, dates, and other pertinent information is recommended.
Identifying yourself is the first step in making a favorable impression. Giving your full name and corporate affiliation is recommended. Callers who ask to talk with a specific person should speak clearly, distinctly, and slowly enough to be understood easily. If an incorrect number is dialed, it is polite to apologize before hanging up. Generally speaking, people should place their own calls. When asked to place a call for someone else, such as your supervisor, it is important to realize that this is a potentially negative situation and should make certain that the person will be ready to talk as soon as the telephone is answered.
You know you are in the twenty-first century when you: Electronic Communication Etiquette 51 Making the person on the other end of the line wait while you locate your supervisor is rude.
Promptness in answering the telephone is just as important as identifying yourself. Giving your first and last name, as well as your position title or department, is helpful. Making a good impression on the telephone also includes listening carefully, projecting courtesy, and being discreet in giving out information. Sorrells is not available. Apologizing when someone is out of the office is unnecessary.
Sorrells is out of the office until May 7. How can I be of help? Callers who choose to be placed on hold should be given feedback on the progress of the search at frequent intervals and again given a choice of continuing to hold. Would you like to continue to hold, or shall I call you back later? Asking callers whether they prefer music or silence while they wait is considerate. Remember, the one who places the telephone call should be the one who ends it.
However, avoid closing the call too abruptly as this leaves the caller feeling annoyed or disappointed. The person ending the call usually signals to the other person that the conversation is coming to a close. One day, however, she was abrupt and curt on the telephone to Greg, one of her regular customers. A smile can be heard; it changes the voice tone and conveys friendliness.
Finally, always be nice, regardless of how hectic the day may be. Speakerphones are also a good choice when you wish to bring others into the conversation.
However, many people do not like to engage in a conversation with someone using a speaker phone. The nonverbal message is that the person using a speaker phone is too busy to devote full time to talking on the phone and is doing something else while talking. The first rule for using speakerphones is to ask permission before placing a person on speakerphone.
When people object to the speaker phone, they may certainly say so and ask that the speaker phone not be used. The person who initiates the conference call on a speakerphone should introduce other participants; the reason for making introductions is that it is rude to listen in on conversations when others do not know you are listening. Participants should identify themselves each time they speak since recognizing voices is difficult because of sound distortion that is characteristic of speakerphones.
In addition, when someone has to leave the call for any reason, that person should notify the others both when they leave and when they return. Speakerphones should be used in moderation since many people find them offensive. While cell phones are certainly a convenience, they are also a source of irritation.
In one U. Other rude behaviors identified were using cell phones in restaurants, meetings, movies, concerts, museums, and places of worship. When taking a call, leaving the dining area is expected. Using cell phones in places of worship is especially rude. Carrying on a conversation on the telephone can distract the driver and increase the chances of an accident. In fact, a Canadian study found that those who talk on car phones greatly increase their likelihood of being involved in an accident.
Offenders will usually be reminded by fellow travelers. When the reminders do not work, the conductor will escort the offender to another car. People who use pagers or beepers should remember to turn them off in public places.
Fortunately, noisy pagers are now being replaced by ones with several alert options—a light, silent vibration or a low-volume tone. Use of silent vibration is preferable in meetings and public places; this provides voice mail and numeric or alpha messages. An alphanumeric beeper provides the entire message so that the recipient can determine if the call is an emergency.
When the message is urgent, leaving the meeting quietly to avoid being disruptive is recommended. For example, leaving a message asking the person to return the call without including your telephone number is indicative of a person lacking in social skills or perhaps a person who is forgetful.
To convey a positive impression when recording a greeting for your business phone, keep it short; include your full name, the company name, and a request that the caller leave his or her name, company affiliation, telephone number, and a brief message.
Please call back then or call Rick Cole at extension if you need to speak to someone before I return. Remember to name and number after the speak slowly. The message should be beep. Thus, the employees were instructed to meet in person or talk with each other on the telephone on Fridays and to reduce e-mail usage on other days. This increased usage has raised new concerns related to proper usage of this popular form of communication.
When used correctly, e-mail increases productivity and eliminates telephone tag. E-mail users agree that this form of communication is fast and convenient and is an effective means of giving updates on current activities and assignments to colleagues and supervisors.
E-mail users should question how their personal relationships have been affected by excessive use of e-mail and should voluntarily decrease their e-mail exchanges and increase their personal interactions with their colleagues without waiting for their organizations to initiate rules to eliminate e-mail abuse.
When e-mail is used improperly, it can convey negative impressions ranging from a lack of professionalism to social insensitivity or tarnished credibility. Because both positive and negative impressions are formed via e-mail, using proper etiquette for sending messages is essential. People experiencing this problem should tell offenders that the company has instructed employees to limit personal e-mail or should at least ask these persons to limit such messages.
No appointment this afternoon. When a request for information will require some research, reply to the e-mail and explain that you will send the information within a certain period of time. Get me off this list! While emoticons are intended to express humor, most people agree that humor in written communication simply does not work well. Their occasional use may not be annoying, but their repeated use in business communications is viewed as childish and immature; limit their use to personal messages.
Also avoid flaming, which is sending personal insults, and spamming, which is sending unwanted messages. In e-mail rather than facing addition, the risk of infection by a the supervisor. Rather than the body of the e-mail. Remember that the contents of the message legally belong to the writer, not the recipient. Sometimes only one person requires a response, not everyone on the distribution list.
Some BlackBerry models function as cell phones as well. This device has become very popular for mobile professionals. The rules for polite behavior for use of a BlackBerry are the same as those for using cell phones and e-mail. Checking e-mail or phone messages on your BlackBerry while in a meeting or during an interview 58 The Essential Guide to Business Etiquette is impolite; those near you will probably take offense and should. When the BlackBerry is placed on the table, people seated near you may be distracted by the vibration alerting you to the arrival of mail.
Full attention should be given to the meeting or interview activities, not to electronic devices. BlackBerry devices are best left in the office; however, under certain circumstances, such as when waiting for important information, they may be brought to a meeting. In such cases, the person chairing the meeting should be alerted ahead of time that you may need to leave the meeting briefly; apologizing for the possible interruption is expected.
Faxes are useful in certain situations, such as for sending copies of drawings and drafts of brochures. In addition, they are useful in international communication where time is a main consideration and when written documentation is required. This method of message transmission can, however, be a source of irritation when used improperly, such as sending a lengthy report or a document printed on textured paper, which leaves black marks during the transmission process, making the message difficult to read.
Some companies include a confidentiality notice on the first page. When a cover sheet is not necessary, a note with your name and telephone number may be placed on the first page of the document.
In addition, photocopy documents on which correction fluid was used, as the areas on which the correction fluid was used transmit as a blotch and are not readable. As an added precaution, you may wish to telephone the intended recipients prior Electronic Communication Etiquette 59 to sending the fax so that they will be nearby to receive the transmission containing confidential information.
In fact, some would argue that electronic impressions are even more critical because of the lack of human contact. Use of proper manners when communicating electronically can ensure that your interactions will leave a favorable impression on customers, coworkers, subordinates, and supervisors.
The person who observes such rude, inappropriate behavior as using a cell phone in a meeting may be in a position to promote or demote; thus, being considerate and well mannered when using the telephone, e-mail, and other forms of electronic communication can be important to career advancement.
We surmise that people just become more task-oriented and set in their ways. People spend a great deal of time in the office, and social relationships help develop balance between work and play. How you interact during these social events can help make or break your career.
After all, births and birthdays are personal events, 62 The Essential Guide to Business Etiquette and some businesses prefer that such celebrations be held at a location other than the company premises. The shower is typically given two to three months before the baby is due. In the past, only women were invited to showers; however, this tradition seems to be changing to include men. If you are hosting the shower, you may wish to suggest to the mother-to-be that she register at a local department store or baby store so that guests will select gifts that she really needs.
Appropriate gifts for the birth of a child are gifts such as rattles, bracelets, or other items that can be engraved with the name and birth date of the child. Other nice gifts include photograph albums or savings bonds. If the office is collecting funds for a large gift, then a stroller, a changing table, or some other large piece of baby furniture makes a nice gift.
If you are friends in addition to being colleagues, you may wish to take your friend out for lunch in addition to sending a birthday card. Respecting the wishes of new colleagues by taking her to a local restaurant. Everyone at the person celebrating a birthday the table was over twenty-one is important. Some workers enjoy except for the honoree.
The receiving special attention; others are server appeared to be embaruncomfortable with such celebrations. Refreshtable, including the year-old ments for these birthday parties often birthday girl! Then after the employee and baby came home from the hospital, fellow employees sent her a beautiful pink blanket.
The employee was impressed by the thoughtfulness of her supervisor and other people in her company. Above all, be sympathetic and try to help the person. Continue to visit them and try to be upbeat and positive. Do not, however, say that they look great if they do not or continue to assure them that they will be fine when you both know that this is untrue.
Resist the temptation to tell about other people you know who have had the same disease or injury, especially if the person did not survive. Some people, however, will not want to talk about their condition; others discuss their illness or injury openly and will appreciate someone who listens. Send cards and notes to assure them that you care and are thinking of them. They should be cheerful and uplifting and make the person feel good. Write a personal note of encouragement.
Communicating with someone who is incapacitated is very important even if the person does not feel well enough to receive visitors. Check your insurance policy to make certain you are familiar with the hospitalization coverage your policy provides.
Bring appropriate clothing, including a bathrobe and slippers, as well as toiletries and cosmetics. Packing magazines, books, a pen, stationery, stamps, and an address book is also recommended. Do not bring jewelry, but you may want to bring cash for purchasing small items, such as the morning newspaper. Observe all hospital rules, including limits on the number of visitors permitted in the room at one time. A platter of cookies or bowl of fruit that 64 The Essential Guide to Business Etiquette can be shared by all nurses is an appropriate gift; a gift certificate to the local deli will also be appreciated.
Writing a note of appreciation to the nurses is a nice gesture as well. A majority of hospitals prefer that patients have only one or two visitors at a time. Short stays of ten to fifteen minutes are appreciated; shorter visits are recommended when it is apparent that the patient is not well enough to carry on a conversation. If a doctor or nurse enters while you are visiting, step out into the hall to allow them privacy.
Watch the level of your voice as there are other sick people around who need rest. When calling on the telephone someone who is in the hospital, keep the conversation short unless the patient indicates a desire to continue to talk. Ask the patient if there is anything you may bring to the hospital. When in doubt, ask someone in the family about the appropriateness of food items. A gift of a box of chocolate candy, for example, would be inappropriate for a patient who can eat no solid foods.
Be careful about floral arrangements and plants, as many hospital rooms have neither the space to accommodate them nor the personnel to care for them. Another thing to consider before selecting flowers is the allergic reactions that some flowers trigger. Visitors should also remember that flowers are not allowed in the Intensive Care Unit of a hospital. A female assistant should question whether it is appropriate to visit her male supervisor when he is in the hospital. Her male boss, who is usually in a position of power and strength when in the office, is now in a vulnerable, weak position and is scantily clad.
Likewise, a male colleague may feel uncomfortable visiting a female colleague who is connected to numerous tubes, one of which is attached to a highly visible bag that collects body waste. These social events that involve the entire company should be limited to one or two a year and should be rather short.
When you are invited, make an attempt to attend. Be sure to talk to everyone, and try to greet everyone by name. Conversation topics should not be controversial or sensitive. Appropriate topics include a new book or movie, sports, or other light subject matter; stay away from discussions about politics, religion, or work-related problems. Since this is a good opportunity to make connections and to get to know people from other departments, take advantage of these opportunities to socialize.
A good Manners for Special Occasions and Events 65 handshake, nice smile, and interest in the other person go a long way toward successful interactions and will be noticed by others. While it may be difficult to speak to people you do not know, a company party is the perfect place to make a special effort to do so. Getting to know others on a social basis can be very helpful to career advancement.
Even though excellent food and a wide variety of drinks are usually provided, be sure to spend more time socializing than eating or drinking.
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