Workplace Expectations: Business Etiquette

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Workplace Expectations Business Etiquette
Human Relations
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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.

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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.

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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.

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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.

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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.

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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.

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Customer Relations Guidelines

• Never say anything about a customer that you
  wouldnt 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.

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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 callers name and number.
• Thank the person for calling before saying
  good-bye.

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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 companys e-mail policies.

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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.

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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.

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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.

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Behavior Types

• Passive Behavior
• Aggressive Behavior
• Assertive Behavior

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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.

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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.

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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.