Josy Roberts, author of 'Business Etiquette: Your Questions and Answers', defines etiquette as 'conventional rules of polite behaviour.' They are guidelines on how to behave befitting good manners while in the company of other people. They show sensitivity to the needs and feelings of the person or people that you are with.
Etiquette covers most aspects of social interactions, including self-presentation, communication, courtesy, and hospitality.
Business etiquette, in particular, covers expectations in the interactions between co-workers, the company and their clients, as well as the company and their stakeholders.
Etiquette guidelines are many and can be quite complicated. But our interest in this article will be on basic etiquette guidelines for situations typically found in most business settings.
If you're ready, let's jump in by quickly digging into the importance of etiquette in business...
A U.S. office of Consumer affairs' study showed that "up to 90% of unhappy customers never complain about discourtesy, and 91% will never again do business with the company that offended them. In addition, the average unhappy customer will tell the story to at least nine other people, and 13% of unhappy customers will tell more than twenty people."
A company becomes a company you want to do business with because of people who work in it, so business etiquette has a very definite relationship to the bottom line.
Put differently, good etiquette is good business!
Good manners are cost effective. They increase the quality of life in the work place, contribute to optimum employee morale, embellish the company image, and hence play a major role in generating profit.
One may want to ask, "Is there really any difference between good manners and etiquette?"
Well, there's slight difference between the two concepts. Good manners are simply rules for common actions of courtesy and politeness, whereas etiquette describes the use of proper customs in social and business life, and these may change over time.
The general manners you may be well acquainted with include:
1. Be considerate of others
2. Show respect
3. Use "excuse me"
4. Listen to people before making suggestions
5. Be patient
6. Offer assistance
7. Compliment good work
8. Learn, remember and use people's names
9. Be courteous, kind, polite, and fair
On the flip side, general etiquettes comprises of:
1. Workplace behaviour
2. Social dinning etiquettes
2. Telephone etiquettes
3. Personal relations
WORKPLACE BEHAVIOUR
In the workplace, manners get realized in a lot of different ways. You're expected to do the following:
1. Respect the company's culture in terms of conduct and dressing. Dress in a manner consistent with company
culture and make sure you keep a clean body and fresh breathe.
2. Respect rank and treat it appropriately.
3. Respect others' privacy and be courteous to them. Watch for their personal boundaries and don't venture in
their space.
4. Respect others' views and handle disagreements gracefully. People's religions, moral orientation, and lifestyles differ.
5. Handle job stress without imposing yourself on others. Stress is unavoidable. Deal with it on your own.
6. Extend courteousness to all members of the company. Cleaners are just as important as the CEO!
7. Stand up straight and sit properly.
8. Be courteous when using shared company equipment.
9. Limit personal calls while in the office.
10. Say hello or good morning to those who you encounter in the morning and goodnight to those you encounter on the way home.
PRINCIPLES OF IMPECCABLE WORK BEHAVIOUR
When you want to stand out in the workplace, there are a few things to take into account. The distinctive attitudes you need to portray is what I refer to as the principles of impeccable work behaviour...
1. Be careful with your appearance. Dress for the position you want, not the position you have.
The reason is because others tend to believe that you are what you appear to be.
So when it comes time for promotions, management usually looks first for the people who need the least amount of grooming for the new position.
2. Expand your knowledge. Be the one who people turn to for expertise in your area. Find out what other departments do. Knowing how to learn is the skill most needed by employees.
3. Honour your working hours. Working nine to five doesn't mean that you arrive at nine and leave at five.
It means you work from nine to five.
4. Be friendly. When you're new, you need people to help you with your duties, explain procedures, and show you where to get information or material you'll need.
Make an extra effort to get along with everyone, but don't try too hard.
5. Keep personal information to yourself. Friendliness aside, don't let your life become the office soap opera.
When someone asks, "how are you?" don't spill your guts.
Some of the information could be used against you later.
6. Be positive and supportive. When your day isn't going the way you hoped it would, try to look at the positive side of things and people.?You'll be surprised how quickly you can turn a bad day into a good one.
7. Keep an open mind. Make informed judgments, avoid jumping to conclusions, evaluate what you see in addition to what you hear, and don't be party to gossip.
8. Follow through on tasks. We all get a little tired, especially by late afternoon, but the job you tackle at 5:00pm means as much as the one you start at 8:00am.
Cover every angle of a project, and don't wait to be reminded that you need to finish a project.?Set deadlines and meet them.
9. Communicate, listen and ask questions. Keep people informed in a succinct and a useful way.
10. Solve your own problems. When you do have to present a problem, bring possible solutions, too.
Don't complain about things that can't be changed, and don't blame others when you make mistakes.
11. Work hard. Be ready and willing. Take on new responsibilities, and do more than others expect.
Look for areas in which you can do more and make yourself more valuable.
Volunteer for special projects.
Those who wait to be told what to do continue to be told what to do, and their value seldom increases.
12. Be assertive, but not aggressive. Assertiveness is standing up for your rights without infringing on the rights of other people. Aggressiveness is strong, overpowering, often abusive behaviour.
It's rude, crude, and abrasive.
13. Don't be in too big hurry to advance. Learn as much as you can in the job you have now. Think ahead. Plan.
Try to enjoy what you have while it is yours.
And when it's time to leave the company, make plans to live gracefully.
SOCIAL DINNING ETIQUETTES
Because good etiquette, like good grammar, is something you can't dispense with in business. Here's a few basics to remember...
1. When setting the table for a formal dinner, ensure solids are on the left, liquids on the right. Plates are always placed on the left, while glasses are on the upper right.
Forks are on the left, knives, and spoons on the right side of the plate, with the exception of the oyster fork which is placed on the right. In any case, you don't want to clutter the table with too many implements.
2. When using napkins, it is expected that you place your napkin on your lap as soon as everyone is seated. If the napkin is large, fold the napkin in half first. Your napkin remains on your lap throughout the entire meal. If you need to use your napkin to clean something on your lips, just dab it lightly.
When you're finished with the meal, gently tap your mouth, then fold the napkin casually and place it to the right of your plate.
If you leave the table during a dinner, place your napkin on your chair to signal to the server that you will be returning.
If your napkin drops while eating, just quietly ask for another napkin.
3. During your meal, don't begin to talk business, unless the senior members want to do so. Business matters should be addressed either before the meal or after it.
Keep elbows off the table while eating. Elbows on the table are acceptable in between meals.
Don't talk with your mouth full. Chew quietly. Don't slurp your liquids. Don't pick your teeth at the table.
If you need something that is not within your reach, politely ask the person next to you to pass it to you. Food is typically passed from left to right.
Try to pace yourself so that you can finish at the same time as everyone else. When you have finished eating, you can let others know that you have by placing your knife and folk together, with the tines on the fork facing upwards, on your plate. And don't forget to thank your host for the meal!
Again, it's always best to ask for non-alcohol drinks especially if you're at a formal dinner.
4. When in a sticky situation like having put something in your mouth that doesn't agree with you, ask the waiter for a paper napkin and discreetly spit the food out. Crumple the napkin and place it under the sides of your plate. Keep the food you had spit out away from the other's view.
If you accidentally spilt food or drinks on a guest, don't panic or make a scene. Apologize sincerely first. Use the cloth napkin and water to gently wipe the spill.
If you notice that a colleague or a subordinate is using the wrong utensil, the best way to let them know is by using the right one yourself. Don't correct them, it would just cause embarrassment.
If you've noticed a bug in your food, discreetly send it out to the server. You don't have to tell everyone as it might ruin their appetite.
PERSONAL MANNERS WHEN MEETING NEW FRIENDS
If you've been reading or attending trainings on business etiquettes, you've probably realized that learning how to master personal manners when meeting new friends can be complex...
From the meet and greet, to effective use of business cards and to remembering names, you want to take on a professional approach as you never have a second chance to make a great first impression.
Well, remembering names may be difficult for some people, but it's not impossible. It's a skill: something that you can improve with constant application.
Here are some ways to remember names:
#1 REPEAT
When someone is introduced to you, repeat their name. "It's a pleasure to meet you, Mark." This can help reinforce your memory of the name. You may also introduce them to someone else so that you can create an opportunity to use their name.
#2 USE MENTAL IMAGERY
We think in pictures, therefore associating an image with a name can help in assisting recall. For example, after meeting Bill the plumber, imagine the word Bill spelled with pipes. If Jason Smith is a marathon runner, imagine Jason running on a treadmill in a gym called Jason's. Or just imagine a person's name written on their forehead.
Pick an imagery that works for you. The more striking or exaggerated your mental picture, the bigger the chances of recall.
#3 PUT IT ON PAPER
Write the name down as soon as you can. Or write their details on the business card they give you so that you would remember them the next time you see them around. (Just make sure you don't let the person see you writing on their business card.)
#4 USE THEIR NAME IN CREATIVE SENTENCES
Mentally construct sentences that are fun and a bit frivolous, to make name recall less stressful. Alliterations, or repeating consonant sounds in succession, are a great way to remember names. For example, to remember Jane who sells kitchen ware, you can repeat in your head: Jane makes jam and juice in January.
#5 BE GENUINELY INTERESTED
Remembering names begin with attitude. If you're sincerely interested in a person, then they would make an impact on you. If you adapt the attitude that everyone is interesting, and are a potential ally in business, then remembering names would come as second nature.
USING BUSINESS CARDS EFFECTIVELY
Not knowing how to use business cards effectively really suck.
So let's explore a few useful tips that will help you master the use of business cards.
After all, networking is not complete without receiving or giving a business card.
To begin with, it's important to know that the business card is a way for you to follow up on the people you have met. Likewise, it is a way for them to contact you for further meetings.
More than that, your business card is a way to brand yourself. Professional-looking business cards send the message that you're professional. Adding your company motto or tagline in your business advertises you and what you're all about.
Here are 5 tips on using business cards effectively:
1. Never be without your business cards!
Make sure there's always a stack in your office desk, and in your wallet. You'll never know; even a trip to the grocery story can present an opportunity to network.
2. Follow the protocol on hierarchy. Cards should not be given to senior executives that you meet, unless they've asked for one.
3. Time the presentation of your card. Don't just hand over your business card at any random moment. Handing a business card in the middle of a discussion can be an interruption, as parties would need to take a moment to give it a look.
You also want to make sure that your card is perused at a point when the other person can give it his or her full attention.
The best moments to hand a card is when you're asked for one, when you're asked to repeat your name, or when someone offers to send you something.
4. Accompany your business card with an explanation of what you can offer them. When you hand another person your card, give a brief "action recommendation."
This can increase the likelihood of them contacting you again. For instance you may say: "I think I can help with your PR concerns, Mr. Johnson. Here is my card."
You may also ask for referrals. Invite the other person to send your contact details to anyone they know who can use your services or products.
5. When receiving a business card, show the other person that you value their card. Look at the business card for a few seconds. Comment about the card. Let them see that you take care in storing their card as well, instead of just jamming it in your pocket.
Have an amazing day!
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