Etiquette

Etiquette

In today's competitive business environment, social skills and proper etiquette can mean the difference between finding and winning the job of your career and standing still in your career. The confidence of knowing you can hold your own in any social setting, from the white-knuckled nervousness of a first interview to a casual business lunch, can change the way people perceive and judge you. The key to proper business etiquette is: "Do unto others as they would want you to do unto them."

To be successful in the business world, a person must use proper verbal etiquette. One important aspect of verbal etiquette is a proper introduction. Every day we encounter people in a variety of business and social situations. The way we meet and greet them creates lasting impressions and paves the way for a productive encounter. Introductions project information. Besides the obvious elements of name, title, and affiliation, an introduction conveys a level of respect and reflects how the person making the introduction views the other person's status. Mastering the art of the introduction will help put you and the people you are introducing at ease. Learning the basics - and they are not very difficult - is the first step.

Basic points to remember when making introductions:

The most important point about introductions is to always make them, even if you can't remember names. Failing to do so causes embarrassment and discomfort. If given a choice, most people would prefer you to make the introduction incorrectly, even if you forgot their name, rather than stand there unacknowledged and disregarded.

A second important point in any introduction is the order of names. The name of the person being introduced is mentioned last, and the person to whom the introduction is made is mentioned first. In a business setting, introductions are based on power and hierarchy. Simply, persons of lesser authority are introduced to persons of greater authority. Gender plays no role in business etiquette; nor does it affect the order of introductions.

Another important aspect of verbal etiquette is the way in which people address others in a business setting. Once introduced, improperly addressing superiors, colleagues, customers and clients, or subordinates at future meetings may create tension and will create a negative impression. Generally, it is appropriate to address subordinates and others with whom an informal relationship has been established by their first name. In formal relationships, or when the relationship status is unknown, it is necessary to refer to the individual using the appropriate gender-specific title. When gender-specific titles are necessary, use Mister (Mr.) to address men, Misses (Mrs.) to address married women, and Miss (Ms.) to address women who are single or whose marital status is unknown. Following are more specific rules for addressing others in business settings:

Superiors: Always address superiors with the appropriate gender-specific title, unless he/she gives express permission to do otherwise.

Colleagues: It is generally accepted procedure to address colleagues by first name. Exceptions arise when the relationship is formal or unfamiliar.

Subordinates: If the superior has established an informal relationship with the subordinate, use of first names is appropriate. If the relationship is formal or unfamiliar, the appropriate gender-specific title is necessary.

Clients and Customers: Most relationships with clients or customers are formal, dictating appropriate gender-specific titles. Occasionally, though, an amiable relationship has been established and would allow the use of first names.

A third aspect of business etiquette is proper telephone procedure. Since much of today’s business is done over the phone, using correct telephone etiquette is more important than ever. Lasting impressions may be formed during and after telephone conversations, and business people, in order to be successful, must maintain a positive impression. This dictates that people use proper telephone etiquette.

There are seven different aspects of telephone etiquette to consider.

General Telephone Etiquette

Identify yourself, with your first and last name, when answering the phone.

Return phones calls within 24 hours, and apologize if the call is late.

Identify yourself when you place a call. Say your name, the company, business or department you represent. Then state the nature of your call. If you do not identify yourself, expect to be asked and do not take offense.

2. Interoffice Phone Etiquette

Don’t hover outside a coworker’s office or cubicle waiting for him or her to finish up a phone call.

Leave, and try again later.

Don’t listen in on coworkers’ phone conversations. If you share office space with someone, this may be unavoidable, but try to keep busy while the person is talking – and never comment on what you’ve just overheard!

3. Voice Mail

Outgoing messages should include your name and company name. If applicable, mention the job you handle to prevent having to route the message to someone else.

Let the caller know how to reach a live person in an emergency.

Keep your outgoing message current. If you’re going to be out of the office, your message should say so. When you go away, state the date you’ll be back and whether or not you’ll be calling in for messages, or whom to contact in your absence.

4. Call-Waiting

Unless you are expecting an urgent call and say so, it’s impolite to continually put the person to whom you’re speaking on hold while you take another call. Say, "I have another call, can you hold just a second?" Take the other call, explain you’re on another line and will call back shortly. Then quickly return to your first caller.

5. Speakerphones

Although a speakerphone is a great convenience when several people need to participate in a conference call, in a two-person conversation, it often annoys or offends the person whose voice is broadcast. Use it sparingly, and always tell the person on the other end that a speakerphone is being used. Try to avoid using it with a client.

6. Cellular phones

Try to remove yourself from a public area to a quiet corner of the room so as not to bother others.

If you must make or take a call, keep it short and as discrete as possible.

7. Placing someone on hold

Make sure it’s for a good reason, such as pulling the person’s file or answering another line.

Ask the person if he or she will hold, and wait for a response rather than assuming the answer is yes.

Never keep a caller on hold for more than a minute. If you have to take longer than that, return to the person and tell them that you absolute have to take a few minutes longer, and ask if she wouldn’t prefer that you call her back."

When you return to the caller, thank them for holding.