Lesson 7b – Workplace Expectations – Business Etiquette
The purpose of this study of business etiquette is to present straightforward guidelines that you can apply immediately both at work and in your personal lives.Mastering and using correct etiquette is important in any setting but especially so in the workplace.
Many people today are unsure of rules of etiquette and therefore lack confidence in their ability to act appropriately, needlessly diminishing the self-confident image they might like to portray.
Others, not lacking confidence, might still be damaging their own image and making others uncomfortable.
Have you ever been in a situation when lack of knowledge about correct etiquette (your own or someone else’s) created a problem for you? I thought I would tell you a true story that happened to me.
In 1983 I was hired to be the Director of a new automobile financing office to be opened in Bellevue, Washington, by Security Pacific Bank, a large (now merged with Bank of America) bank headquartered in Los Angeles.
As part of my training, I was invited to Los Angeles, and one day was asked to attend a lunch meeting in the executive dining room of the head office building – a 30 story building in downtown Los Angeles. Our host was the President of the bank!
The dining room was very elegant, with tables farther apart than in a restaurant, and with white table cloths and full place settings at each table.
I attended the meeting with another recent hire, a woman who was to be a Credit Manager in another office. We sat down at the table, and I was immediately struck by the table settings – there were three stemmed glasses at each setting, two forks, two spoons, a big knife and a little knife, and a smaller plate above and to the left.
Our waiter appeared shortly to take drink requests, and to serve us each a bread roll. The waiter started with the only woman at the table – the Credit Manager.
She took the roll and placed it on the small plate at the upper right of her larger plate, at which point the waiter said, very loudly, “that is NOT your plate, THAT is your plate”, pointing to the plate to her upper left. She had inadvertently placed her roll on MY bread plate.
The Credit Manager was very embarrassed, and quickly moved her roll off of the “wrong” plate. There was a moment of awkward silence, and then conversation was resumed.
Why was there an awkward silence? Because she had demonstrated a lack of simple dining etiquette and it may seem trivial, but everyone noticed. Did it cause her to be fired – no. It did leave an impression on everyone, and I was not surprised when she left the company after being passed over for promotion.
  1. What Is Etiquette?
Acting appropriately in business and social situations has become very important in today’s environment.
In many cases, proper etiquette, or the lack thereof, can actually affect whether a person gets a desired position or a much-needed promotion.
People are signing up for etiquette classes in record numbers and many businesses are sending their employees to etiquette classes.
  1. Why Is Etiquette Important Today?
If you want to attain and maintain success in today’s rapidly changing business world, mastering business etiquette will be important.
The growth of the global economy and our own diverse population requires that we interact with people of all cultures at many levels in an organization. /
  1. How Does Etiquette Make a Good Impression?
We form our impressions and opinions about people in the first few seconds we see them. This first impression is often difficult, if not impossible, to change. For this reason alone, it is important to be aware of the signals we send with our appearance in both our professional and personal lives.
Major corporations like Netscape, AT&T, Motorola, and some major universities are sending their workers to formal courses on basic good manners. They often warn that the success of their company representation may rest heavily on the ability of employees to combine this set of very personal skills along with sound business practices.
Dress for success:
Dining etiquette:
Etiquette Survival Guide:
Office romance:
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  1. What is Cross-Cultural Etiquette?
The growth in globalization has given us an awareness of other cultures.
Short courses on cross-cultural work relationships and workshops on international business etiquette are springing up all over.
Business people are recognizing the need to learn how to work effectively both abroad and at home with foreigners.
An excellent book on the subject is Kiss, Bow, or Shake Hands.
Take this short quiz to see how you would perform multi-culturally: HERE.
More advice:HERE.
International Dining Etiquette: HERE.
  1. How Should You Treat Customers?
Good etiquette is also critical in developing and maintaining effective customer relations.
Whether you come into contact with customers in person, by mail, or over the phone, the rule to follow is “Do unto them as you would have them do unto you.”
Manners in Telephone and Correspondence, Telephone Tips, Guidelines for Good Customer Relations, How to Treat Your Customers, and Rules for Other Communications Technologies are discussed in great detail in the section below, and in the links I’ve provided.
Remember this sign I saw posted in a customer service call center:
Rule Number 1:The customer is always right.
Rule Number 2:If the customer is wrong, see rule number 1. /
  1. How Should You Handle New Cyber Technologies?
The 21st century brought a burst of new technologies advancing communication capabilities globally. Digital cameras, text messaging, hand-held computers, cell-phone headsets, camera phone snapshots—Wi-Fi is all around us.
Many of these technologies have helped form the virtual office, allowing virtual meetings to outnumber in-person meetings and increase the productivity ratio.
All these new technologies and meeting formats now require unique rules and some whole new areas of conferencing etiquette to remember. Virtual meetings have actual etiquette guidelines of their own.
Email etiquette:
Cell phone etiquette:
Texting etiquette:
Voicemail etiquette:

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  1. How Should You Treat Associates?
Networking and mentoring are effective means of developing a wide web of contacts and helpful people in our climb toward success.
Being a mentor is one way to give back to a system that has allowed you to be in a position to help others.
Networking: HERE.
Being a mentor:HERE.
  1. What Are the Three Behavior Types?
Typically, three basic behaviors are present in the workplace: passive, aggressive, and assertive. Understanding the nature of these behaviors and when they are used is an essential part of becoming effective in your position.
Understanding when you should use which behavior and when which is being used with you are especially important, and special attention should be paid to developing assertive skills.
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.
KEY TERMS DEFINITIONS
Etiquette As defined by Merriam-Webster’s Collegiate Dictionary, “the forms required by good breeding or prescribed by authority to be observed in social or official life,” i.e., acting appropriately in social and business situations.
Protocol Business, diplomatic, or military etiquette.
Networking (1) Process whereby you give and receive moral support, career guidance, and important information by developing contacts with people in your place of employment and in professional organizations; (2) method of finding employment that involves telling all individuals you know that you are seeking a job and asking them to contact you if they hear of any openings.
MentorAn experienced person who provides objective career advice; a senior-level manager or retired professional with political savvy and an interest in helping employees achieve both career goals and the objectives of the organization.
Passive behavior The valuing of ourselves below others; lack of self-confidence while speaking; wanting to be liked and trying to please others; and avoiding unpleasant situations and confrontations.
Aggressive behavior Valuing ourselves above others and saying what we feel or think but at the expense of others; attempting to dominate or humiliate; using threats and accusations or trying to show up others; choosing for others; speaking with an air of superiority and in a voice that is demanding and rude.
Assertive behavior Using correct etiquette; feeling equal to others; making our own choices; using “I” phrases and other effective communication techniques; appearing calm and confident; having positive self-esteem and being respected by others.