The most important thing to remember is to be courteous and thoughtful to the people around you, regardless of the situation. Consider other people’s feelings, stick to your convictions as diplomatically as possible. Address conflict as situation-related, rather than person-related. Apologize when you step on toes. You can’t go too far wrong if you stick with the basics you learned in Kindergarten. (Not that those basics are easy to remember when you’re in a hard-nosed business meeting!)

This sounds simplistic, but the qualities we admire most when we see them in people in leadership positions, those are the very traits we work so hard to engender in our children. If you always behave so that you would not mind your spouse, kids, or grandparents watching you, you’re probably doing fine. Avoid raising your voice (surprisingly, it can be much more effective at getting attention when lower it!) using harsh or derogatory language toward anyone (present or absent), or interrupting. You may not get as much “airtime” in meetings at first, but what you do say will be much more effective because it carries the weight of credibility and respectability.

Etiquette is also about being comfortable around people (and making them comfortable around you!)

People are a key factor in your own and your business’ success. Many potentially worthwhile and profitable alliances have been lost because of an unintentional behavior of manners.

The Phone

Always return calls. Even if you don’t yet have an answer to the caller’s question, call and explain what you’re doing to get the requested information, or direct them to the appropriate place to get it.

If you’re going to be out, have someone pick up your calls or at a minimum, have your answering system tell the caller when you’ll be back in the office and when they can expect a call back.

When you initiate a call and get a receptionist or secretary, identify yourself and tell them the basic nature of your call. That way, you’ll be sure you’re getting the right person or department and the person you’re trying to reach will be able to pull up the appropriate information and help you more efficiently.

When you’re on the receiving end of a phone call, identify yourself and your department. Answer the phone with some enthusiasm or at least warmth, even if you ARE being interrupted, the person on the other end doesn’t know that!

Make sure your voice mail system is working properly and doesn’t tell the caller that the mailbox is full, transfer them to nowhere, or ring indefinitely. Address technical and system problems- a rude machine or system is as unacceptable as a rude person.

You don’t have to reply to obvious solicitations. If someone is calling to sell you something, you can indicate that you are not interested and hang up without losing too much time on it. However, you do need to be careful. You may be receiving a call from an insurance or long distance company that wants to hire you as a consultant! Be sure you know the nature of the call before you (politely, of course) excuse yourself.

Personalize the conversation. Many people act in electronic media (including phone, phone mail, and e-mail) the way they act in their cars. They feel since they’re not face-to-face with a person, it is perfectly acceptable to be abrupt, crass, or rude. We need to ensure that we make best use of the advantages of these media without falling headfirst into the disadvantages.

E-mail

Make the subject line specific. Think of the many messages you’re received with the generic subject line, “Hi” or “Just for you.”

Don’t forward messages with three pages of mail-to information before they get to the content. In the message you forward, delete the extraneous information such as all the “Memo to,” subject, addresses, and date lines.

When replying to a question, copy only the question into your e-mail, then provide your response. You needn’t hit reply automatically, but don’t send a bare message that only reads, “Yes.” It’s too blunt and confuses the reader.

Address and sign your e-mails. Although this is included in the To and From sections, remember that you’re communicating with a person, not a computer.

DON’T TYPE IN ALL CAPS. IT’S TOO INTENSE, and you appear too lazy to type properly. This is still a written medium. Follow standard writing guidelines as a professional courtesy.

Interruptions

Avoid interruptions (of singular or group work sessions, meetings, phone calls, or even discussions) if at all possible. Most management folks feel free to interrupt informal working sessions of subordinates, but need to realize that they may be interrupting a brainstorming session that will produce the company’s next big success.

Always apologize if you must interrupt a conversation, meeting, or someone’s concentration on a task. Quickly state the nature of what you need, and show consideration for the fact that you are interrupting valuable work or progress.

Dress/Appearance

It can be insulting to your coworkers or clients to show a lack of concern about your appearance.

Being wrinkled, unshaven, smelly or unkempt communicates (intentionally or not) that you don’t care enough about the situation, the people or the company to present yourself respectably.

If in doubt, always go on the side of conservative. If you think jeans may be OK for a social event but aren’t sure, show up in ironed khakis and a nice golf shirt. If you think a situation may call for dress slacks, wear a dress shirt and tie.

Women’s clothing is a bit more complicated, but again, conservative and dressy.

Always practice impeccable grooming

Social Settings

Many impressions formed during a party, dinner or golf game can make or break a key business arrangement, whether or not business is discussed directly. Always carry business cards. Arrive at a party at the stated time or up to 30 minutes later. (Not earlier than the stated time, under any circumstances.)

Table Manners

The fork goes on the left. The spoon and knife go on the right. Food items go on the left, so your bread plate is on your left. Drinks, including coffee cups, should be on the right. When sitting at a banquet table, you may begin eating when two people to your left and right are served. If you haven’t been served, but most of your table has, encourage others to start. Reach only for items in front of you; ask that other items be passed by a neighbor. Offer to the left; pass to the right, although once things start being passed, go with the flow.

---

[Translate]