Welcome to the Business Journal Archives
Search for articles below, or continue to the all new BusinessJournalDaily.com now.
Search
Where's Miss Manners When You Need Her?
CLEVELAND -- Miss Manners has her work cut out for her when it comes to the modern workplace, a recent survey developed by The Creative Group suggests. Fully 40% of executives polled said today's professionals are less courteous than they were 10 years ago."Neglected manners may be an unfortunate byproduct of a workforce stretched thin," says Tracey Fuller, executive director of The Creative Group."Overloaded employees may not take the time to offer assistance or show appreciation for others."While courtesy might not be a top priority for harried professionals, Fuller advises workers not to underestimate the importance of polished manners. "Today's companies are very image-conscious and seek employees who will represent them well to clients and customers.They also want staff members who can collaborate effectively. That's why social graces are so important. They can make or break a career."Here, from The Creative Group's "An A-Z Business Etiquette Guide," are some tips for improving your office etiquette quotient:When you're meeting a client for the first time, make sure you project a professional image. You don't have to wear a suit, but your clothes should be neat and clean. Punctuate your outfit with an item or two to reflect your personal style. Choosing your clothing style according to the client's dress code (slightly more conservative if your client is in banking, for example) will make both of you more comfortable.Make sure your business cards include all your current contact information -- cell, pager, fax and phone numbers; and e-mail, Web site and mailing addresses. Your card is your first chance to impress a prospective client with your talent. Use the opportunity to showcase how you can design a small space for maximum impact.After exchanging cards, write notes about the person -- your mutual friend, the event where you met, the person's hobbies -- on the back of his or her card. You can use these details in your future conversations. Always carry your cards with you, not just to networking events.You never know when you'll bump into someone who might lead to a new client.During business meetings, turn off the ringer of your cell phone and let voice mail answer any calls. Your phone might still make noise if on "vibrate," so double-check to make sure it's completely silenced. When you must take an incoming call during lunch with a client, excuse yourself from the table and make it brief. Your guests and the tables next to you don't want to hear you set up your next appointment.Contrary to its name, the business lunch is not really about eating. Nosh before your meeting so you're able to focus on the conversation and not pangs of hunger. Steer clear of unshucked oysters, crab legs, a rack of ribs, fish with tiny bones, and other complicated or saucy foods. The only thing that should make a splash is you, not the marinara.Two business lunch faux pas: drinking alcohol and ordering the most expensive item on the menu. Indulge in the conversation instead.If you're entertaining a client, arrive at the restaurant early and arrange to have the bill handed directly to you when the meal ends. Or better yet, provide a credit card to your server or the maitre d' before your guests arrive.When you're sending an e-mail message, follow the same rules of punctuation and capitalization you would in a letter. Abandoning either appears lazy when you're writing a message to a client, and using all capital letters looks like you're shouting. Emoticons should be used sparingly, if at all; If you need to use them to keep your message from being misinterpreted, have an in-person conversation instead.Use the subject field to describe the content of your message. As your e-mail string gets bigger and more topics discussed, consider changing the subject line to reflect the new discussion points. When you browse your archive, you'll find the correct e-mail without opening every message.Be judicious when using "reply all" or copying and blind copying others on messages. Make sure those who are receiving your e-mail really do need to be kept in the loop.Even the most advanced spell-checker won't catch words that are correct yet out of context. Proofread your message carefully before hitting "send."Communicate with others using your whole body: Stand when someone enters the room, make eye contact, smile and shake the person's hand firmly, but without crushing his or her fingers.Create a 30-second synopsis of who you are and what you do. A memorable, snappy sound byte will keep your name and background top of mind long after you've left.Listen attentively, don't interrupt and don't monopolize the conversation.Don't overlook the power of appreciation. Everyone likes to be acknowledged for hard work or dedication to a business goal. Let your coworkers know they've done a good job -- and do it sooner rather than later. Be creative in your recognition. You can include a mention in your company newsletter, make a public acknowledgement at a meeting or simply write a thank-you note. All are powerful and motivational ways to illustrate your appreciation.Wear your name tag near your right shoulder, not your left. When people shake your hand, their eyes will go directly to the tag, which will help them remember your name. Make sure it's visible at all times.When you're speaking to someone, and another person you know walks up, always make introductions. Offer a memorable piece of information when you make the introduction, which also will serve as a conversation starter.Never reveal proprietary information about a client or employer to anyone, including personal friends and business contacts. Don't gossip about former clients to current or prospective ones -- they'll wonder if you'll do the same about them.Listening means more than waiting for your turn to talk again. Concentrate on the other person's words and don't let your mind wander. You may miss an important point and end up asking a question that's already been addressed. Resist the urge to jump into the conversation when someone pauses in thought. He or she might be searching for words, not inviting a new comment.Timing is everything, especially when you've called a meeting. Start the session when the clock strikes the appropriate hour. Commencing at 3:15 when you've specified 3:00 will only encourage a laissez-faire attitude. Specify an end time so others can plan their schedules accordingly. Resist the urge to over-invite to meetings. Make sure every person attending has expertise on the subject or will be affected by the topic of discussion.If you're feeling less than positive about your job, talk with your manager. It's your responsibility to let him or her know that you are dissatisfied, and you don't want that information to make its way through the grapevine. If you're feeling this way, so might others be. Expressing your feelings may lead to a plan that makes everyone happier.Paying attention to political undercurrents may help you navigate tricky situations, but avoid becoming directly involved in office politics. Watch out for the overly ambitious, who might do whatever it takes to advance their careers, even if it means saying unkind or untrue things about another coworker. Maintain cordial but professional relationships with your supervisors, coworkers and clients. Don't share intimate details about your personal life -- a little distance is healthy.Leaving your job? Give at least two weeks' notice, or more if it will take additional time to train your replacement. Be prepared, however, to be asked to leave that day if your company prefers to transition new roles more quickly.Plan your departure so that it's a smooth transition for those you're leaving behind. Create documents to inform your manager on the status of each project you're working on and provide an outline of next steps to take to advance their progress.When R.S.V.P. is printed on an invitation, you must contact the event host or sponsor to either accept or decline. Correct head counts allow the host to accurately account for food, seating, handouts and the like. Do your utmost to respond by the date specified on the invitation. Avoid putting it off until the last minute -- it will look as if you were waiting for a better offer to come along.Always ask permission before placing a caller on speakerphone. Never put someone on if he or she is unaware that others can hear the conversation. At the beginning of a conference call, introduce all participants by name and role with your company, including those who might be in the room but not speaking. Unless your voice is familiar to all participants, introduce yourself each time you speak.If you're making the call and a receptionist or assistant answers, identify yourself and your company first, then ask to speak to the person you're trying to reach. When you reach someone, always ask if he or she has time to speak to you before you launch into the subject at hand.Always ask if it's OK -- and wait for an answer -- before putting someone on hold.When leaving a voice mail message, clearly state your name (spell it if you've never spoken to the person before), phone number, company, the date and the reason for your call. Repeat your name and number at the end of the message. Don't leave an overly lengthy voice mail message.Your own voice mail greeting should contain your name, company name and extension, and the assurance that you'll return calls promptly. Try to return messages within 24 hours. Change your greeting if you're out sick, on vacation or away from the office for an extended period, and direct people to another contact in your absence. Remember to update your greeting when you return.Read the newspaper, listen to talk radio or pop into your favorite online news site before going to a networking function. Even a cursory knowledge of current events will give you more confidence in making small talk. Avoid religion, politics and other inherently controversial subjects.When it's time to move on, tell the other person that you enjoyed your conversation. Give your business card only if you're asked for it.When you're using the office copy machine and use the last sheet of paper, refill the tray. The same goes for toner -- replace the cartridge if it's running low. Don't walk away from a paper jam you've caused, pretending it was "already like that." Get help if you can't fix it yourself.Ask clients about their corporate gift policy before you buy something. Some companies don't allow their employees to receive presents of a certain value. If you're unsure of your recipient's tastes, consider giving a renewable gift card to a coffeehouse, bookstore or other general interest store.The Creative Group is a specialized staffing service that provides marketing, advertising, creative and Web professionals on a project basis.Visit The Creative Group: www.creativegroup.comThis article is new this week in The Business Journal's small business how-to section. To see what else is new, click here or click on the "how-to" tab at the top of The Daily Business Journal Online home page. "