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The Etiquette EDGE Create Powerful Results! Maryanne Honeycutt

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Page 1: The Etiquette EDGE - Your Book

The Etiquette

EDGECreate

Powerful Results!

Maryanne Honeycutt

Page 2: The Etiquette EDGE - Your Book

The Etiquette Edge—Create Powerful Results!by Maryanne Honeycutt

Edited by Robert Slade. Layout by FeedMyEyes.com.

© 2004 by Maryanne HoneycuttISBN 1-59196-718-X

Page 3: The Etiquette EDGE - Your Book

Introduction

Business Etiquette gives you the toolsto Create Powerful Results

All Olympic contenders are winners; theymay be outstanding in their field, but onlyone takes home the gold. They were better—often by only a length or a millisecond. It goeswithout saying that many times, it’s the littlethings that count.

In my role as a consultant and workshopleader, I have found that it’s also the littlethings that make a difference, allowing some-one in business to “take home the gold.”

When I first heard the term “business etiquette,” I immediately thought of social etiquette; in other words, answers to questions such as, “which fork do I use?”

While you do need good table manners at a business lunch or dinner, what about the rest of the time? What do people do toconsistently show their credibility, influenceand respect?

Page 4: The Etiquette EDGE - Your Book

Business etiquette helps you communicatein a way that creates powerful results. It’sabout being considerate and respectful to others. It’s the little things you do to showyou care about other people.

All business is people business, and howyou look and act is crucial to your success.Your savoir-faire can give you opportunitiesyou might not otherwise have. This pocketbook is designed to give you quick tips andideas to reference easily—the bottom-line to business etiquette—so that you can build credibility and respect with others through a more polished, professional image.

Page 5: The Etiquette EDGE - Your Book

Contents

C Cubicle ...........................................................1 R Respect ..........................................................7E Electronic Communication..........................9A Appearance ................................................ 13T Time Management .....................................19E Exchanging Names ...................................21

P Peers/Co-workers .....................................25O Odds and ends ...........................................29W Writing the thank you note ......................31E Events ..........................................................35R Recorded Messages ...................................37F Female/Male ..............................................41U Understanding Diversity .........................43L Listening .....................................................45

R Restaurant Etiquette...................................51 E Engage in dialogue ...................................57S Supervisor ...................................................61U Utensils of business ...................................63L Leading Effective Meetings .....................67T Telephone Tips ...........................................71S Sticky Situations ........................................77

Page 6: The Etiquette EDGE - Your Book

C is for Cubicle

The Cubicle—Home away from home?

The cubicle’s open design gives theimpression that you are always available andthat people are welcome to come in at anytime—which is not always the case. This hascreated the need for some simple rules ofcommon courtesy.

What is cubicle etiquette?

Visitors. If you are a visitor, respect yourco-worker’s time and space.

Get permission. Don’t just walk intosomeone’s cubicle without asking permissionto enter. (Saying “knock knock” is only funnyoccasionally.)

Ask first. If the cubicle owner is not pres-ent, do not enter! It will keep you from nosingaround and borrowing items. If you have per-mission to enter and/or use something in the

The Etiquette Edge—1

C

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cubicle, put everything back exactly as it was.(Do not change the settings on other people’scomputers!).

Don’t hover. Avoid “hanging out” whensomeone is on the phone or in a meeting—itmakes you seem rude. Come back later!

Be discreet. If privacy is necessary, find anempty office.

What did you say? Don’t eavesdrop, andif you happen to hear something, do not comment without being invited to do so.Nobody appreciates unsolicited opinions.

Watch the chatter. Keep socializing to a minimum; be thoughtful of your neighbors.

Quiet please. Keep voice and noise levelsdown—avoid speakerphones! Use head-phones if music is a must.

No “Prairie-dogging”. Poking your headabove the walls to speak is rude and invasive.Plus, other people can’t admire your new out-fit (see “A—Appearance”) if they can’t see it.

Eat in the break room or kitchen. Avoideating at your workstation—especially foodswith strong odors.

2—The Etiquette Edge

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The Cubicle MakeoverWhat does your office say about you?

Yes, personalization is okay, just rememberthat your office makes a statement about bothyou and your company. How would youdescribe your office? Is it messy, cold, out-dated, upscale, sterile, warm, casual? Does itmake people believe that you are dependable,lazy, trustworthy, scattered? What can bechanged and what can’t?

Is your office sending the message thatyou want to make about yourself? Make surethat your messages are in agreement withyour organization. If in doubt, don’t put itout! Look at the décor and surroundings ofsuccessful co-workers and managers. Youdon’t want to copy what they do but how theydo it!

Note to self: Unless it was a gift from The Boss, there isno place in your space for a Rubber Fish Plaque that sings“Take me to the River” or a poster of Hugh Grant.

RUN screaming from: “Biggie” or oversized cups. Save them for

the drive-thru. The Etiquette Edge—3

Page 9: The Etiquette EDGE - Your Book

Stinky Cheese. Foods with strong odors—even pleasant ones—are inappropriate. Youdon’t want your customers thinking theywalked into a bistro rather than a bank!

Six-foot inflatable Santas. Minimize holi-day or other personal décor. Stay in sync withyour office’s style.

The Trough. Don’t keep food within sightof customers.

Slobs. Jackets or sweaters go on hangers,NOT over the backs of chairs!

The Plague. When you sneeze or cough,use your left hand to cover your mouth (or, ifyou are left-handed, use your right hand).

Kodak Moments. It’s not your familyroom, so minimize the personal photographsor trinkets.

Vanity Fair. Avoid monopolizing the rest-room with excessive grooming—applyingmakeup, adjusting/changing clothing, fixinghair, shaving, cosmetic surgery, etc.

Play well with others…

Company events. Social events play a key role in maintaining good relationships inthe office. So, go to lunch, attend parties, 4—The Etiquette Edge

Page 10: The Etiquette EDGE - Your Book

contribute to office gifts, and volunteer tobring items for events. You don’t have to doeverything, but think of them as a way to sus-tain a positive work environment. “TheHermit” is not a phrase you want applied toyou.

TMI is TOO much information. You wantto get to know your co-workers, but don’tshare too much. Keep it simple by showinginterest and appreciation. Don’t be passed upfor a promotion because you have given theimpression that since you can’t manage a fraz-zled personal life, you can’t handle additionalresponsibilities at work.

Treat co-workers as customers. Don’t geta bad reputation for being inconsiderate orrude to co-workers. Taking advantage of yourworking relationship is a recipe for disasterand you can quickly become someone othersdon’t want to be around. Can you say “down-sizing”?

The Etiquette Edge—5

Page 11: The Etiquette EDGE - Your Book

R is for Respect

Do I show respect?

Business etiquette asks us to treat all peo-ple with respect; to be cordial. Cordial comesform the Latin cor, meaning heart. If you arecordial, you are behaving with sincerity andempathy from the heart. If you don’t mean it,people will sense your insincerity. Remember:• Give praise when due• Remember names correctly• Show respect to earn respect • Acknowledge people’s rights and private

space

Take care of your guests

We often “entertain” guests that mayinclude clients, vendors and peers. Takeresponsibility for making the person comfort-able. Offer a beverage, or possibly a pen andpaper. Escort your guest to the elevator or

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R

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reception area. Make a list of ways to be con-siderate and gracious to visitors. How wouldyou like to be treated?

Avoid interruptions

Show clients and guests that you valuetheir time by avoiding interruptions. Usevoice mail for incoming calls and don’t makeoutbound calls until the person has left youroffice.

Empathy is the ability to put yourself in someone else’sshoes— to understand them.

8—The Etiquette Edge

Page 13: The Etiquette EDGE - Your Book

E is forElectronic

Communication

How do I communicate using email and fax?

When emailing or faxing someone, applythe same guidelines you’d use for other formsof written communications.

Many people feel that since email andother electronic communication is more casu-al, it’s acceptable to pay less attention togrammar and typos.

However, your message says somethingabout you and the quality of your work.Avoid email-specific language or symbols,since the recipient may not understand whatthey mean. U mebbe kool ina chatroomz butthe CEO dunno alla th emoticons yer usin,brb. ;-)

Send messages in a proper memo or letterformat and be short, precise and to the point.Choose your words carefully because youwon’t be able to communicate using body lan-guage or tone of voice.

The Etiquette Edge—9

E

Page 14: The Etiquette EDGE - Your Book

Email

How can I reach you? If you are unsurewhether someone prefers email, ask how theperson wishes to communicate. Some peoplemay check email infrequently or have emailoverload.

What program are you using? Some peo-ple don’t utilize all of their email features, ormay not have the specific software applicationneeded to open certain attachments. Makeadjustments at your end… you do want themto read it, don’t you?

Downsize. Never send a large attachment(anything over 1 MB) to someone unless youcheck with them first.

Re: Pending Merger. Your subject lineshould be clear in order to help your readerprioritize messages. Stick to one subject peremail.

“Thank you for your response, Kelly.”Begin with rapport-building statements suchas this, making your message more personal.

Just the facts, Ma’am. Get to the point andspecifically, use short paragraphs since it’shard to read long paragraphs on a computerscreen.10—The Etiquette Edge

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You can reach me at (502) 555-5555. Evenin a response to a message, always includecomplete contact information.

WHAT ARE YOU DOING? Using all cap-ital letters is the equivalent to screaming.

Oh, really? How amusing. Be aware thatyour tone in the written word may be difficultto communicate. If in doubt, or when dealingwith a sensitive issue, pick up the phone.

Hello, Ed? I have some bad news…Serious messages deserve a phone call ratherthan email. Never reprimand or fire someonein an email message.

Mail Recipient Not Available. Use the“Out of Office” reply if you have one, whichtells the sender that you aren’t able to answer.When you are in the office, check your emailfrequently and respond promptly.

Top 10 reasons to own a cat. Stay profes-sional and focused on the topic. Many peopledon’t like receiving jokes or stories while atwork.

SPAMSPAMSPAMSPAM. Don’t give a client’s email address to anyone without his or her permission. Always ask beforesending information on subjects other thanyour business.

The Etiquette Edge—11