work etiquette

Work etiquette is a practical and profitable social skill that plays an important role in career success, building better relationships and increasing professionalism.

Webster defines it as "the forms, manners, and ceremonies established by convention as acceptable or required in social relations, in a profession, or in official life." Etiquette is respect, good manners, and good behavior. It is not just each of these things, but it is all of these things rolled into one.

With workplace civility, employees thrive in a positive environment where all are treated with courtesy and respect and are, thus, able to focus on their work. In addition, the ability to successfully relate to, and engage with, managers, co-workers, and clients is a key interpersonal skill that employers value highly. Employees who arm themselves with the principles of business etiquette distinguish themselves in the workplace and display a confident professional persona.

 

10 General Principles of Work Etiquette

The following principles can be utilized by office employees to show proper etiquette;

1. Be on time. Arrive at work and meetings on time. Complete work assignments on time.
2. Be polite, pleasant and courteous.
3. Learn office politics - utilize effective listening skills to discover appropriate office behavior. Pay attention to the way things are done.
4. Understand the unwritten rules of business.
5. Make your supervisor look good. Promotion and opportunities will arise when you help to reach the organization's goals.
6. Keep your supervisor informed. Good or bad, you don't want the boss to hear information mentioned from an inappropriate source.
7. Never go over the head supervisors, without telling him/her first.
8. Appear as professional as possible. Being well groomed and clean is essential. Dress for your next job/promotion.
9. Adopt a can-do attitude. Those who accept challenges and display creativity are valuable.
10. Be flexible. By remaining flexible and implementing the change you gain a reputation as a cooperative employee.
     

Displaying Affection

A degree of fondness is necessary for any relationship, even a work relationship. However, remember:

• Avoid showing inappropriate physical affection to others, it is inappropriate in the workplace and could be termed as sexual harassment.
• Sexual advances, which is inappropriate at work anyway; runs the risk of being considered to be sexual harassment, especially when they are not returned.
   

Addressing Colleagues

How the person introduces themselves to you the first time you meet them is how you should address them i.e. if they are formal, you remain formal, if they are more informal introducing themselves by their first name then you need to mirror that.

If, after a period of time, they change that, respect the change and adapt to the new request e.g. “We will be working together for while please call me Rene.” Where previously Rene introduced himself as “Dr. Hank”

• Call colleagues by their names - nicknames might be appropriate in a sports team but not in the workplace.

• If a term of address offends you, politely tell the person and give the name you prefer.
• To maintain professionalism, family members who work together should avoid using pet names and nicknames and avoid discussing family issues at the office
• Never address anyone with words such as ‘honey, darling, love, dear or sweetheart
   

Meeting and Greeting

When meeting people both your nonverbal and verbal behavior helps to define your social skills. Using effective handshakes, good eye contact, and making the proper introductions show proper etiquette.

Handshakes

1. Always shake hands with your right hand.
2. Handshakes should not be too hard or too soft.
3. Make a solid connection of the web skin between the thumb and forefinger.
4. Do not squeeze another person’s hand.
5. The host or person with the most authority usually initiates the handshake.
6. A handshake should be brief and accompanied by a smile. Look the person directly in the eye and use words such as “how do you do?” and “pleased to meet you.”
7. Do not offer a wet or dirty hand.

On formal business occasions and in public, it is inappropriate to kiss, hug or show any other form of body contact greeting other than a handshake.

Eye contact

1. Eye contact increases trust.
2. It shows confidence and good interpersonal skills.
3. Eye contact shows respect for the person and business situation.

Proper introductions

1. Authority defines whose name is said first. Say the name of the most important person first and then the name of the person being introduced.
2. Introduce people in the following order: Younger to older, non-official to an official, junior executive to senior executive, colleague to a customer.
3. Keep the introduction basic.
4. Remember names for future reference.
5. Provide some information about the people you are introducing to clarify your relationship with that person.

Personal Body Space

• Be aware of, and respect, personal space, and conversational comfort zones.
• Don’t stand too close or too far from someone when having a conversation.

• As a general rule, an arm’s length away from the person you are greeting or talking to is considered appropriate.
• Even if you know the person well, avoid standing too close. You should be able to turn 360°, and not have physical contact with your colleagues. When you are queuing in the canteen or perhaps waiting in the foyer, the same rules apply.
   

Accommodating Colleagues with a Disability

Disability is a condition caused by an accident, trauma, genetics or disease. The effects of the condition may include; limited mobility, hearing, vision, speech, and intellectual or, emotional function. When you’re around someone who has a disability, be relaxed and talk about mutual interests.

Guidelines for interacting with a colleague with a disability include:

• Do not pry on the person’s disability
• Always address the person first-not the disability. For example, say “a person with a disability” instead of “a disabled person.” Likewise, say “people who are blind” rather than “the blind,” and avoid old-fashioned terms such as afflicted, crippled or lame
• Speak directly to someone who is hearing impaired, rather than to an assistant. Don’t shout, but speak clearly and slowly and remember that your colleague will rely on your eye contact, facial expressions and gestures in order to receive the message. 
• Be patient if the person needs extra time to do or say something. 
• If the person uses a wheelchair, sit down to talk so you’re at the same level.
• Listen carefully and patiently to a person with speech impairment. Avoid speaking for the person, and try to ask questions that require short answers.
• Don’t touch a guide dog or a wheelchair or crutches used by the person unless you’re asked to do so. 
• Offer help if asked or if the need seems obvious, but don’t insist. 
• Foster self-esteem. Be positive and encourage independence, to the extent possible.
   

Using Body Language

Body language is the nonverbal and often unintended communication on the part of one individual to another. Nonverbal communication includes facial expressions, head movements, eye contact, hand gestures, and body positions. As a speaker, your movements, gestures, eye contact and facial expressions all send out messages to other people. Misunderstanding and confusion occur when your body language does not support what you are saying.

Posture - The way you position your body can indicate your feelings.

1. When you are sitting:

• Slouching can indicate low self-esteem or disinterest.
• Sitting at an angle or facing away from a person during a group discussion, appears rude and indicates that you want to leave.
• If you are interviewing someone and are leaning back on your chair, it can indicate boredom.
• If you are involved in discussions and are seated, crossing your arms could be interpreted as not being open to others’ ideas.

2. When you are standing:

• Shifting your body weight from one foot to another can indicate impatience.
• Standing with your arms crossed creates a barrier between you and the listener.

3. Take note of the listener’s posture:

• Leaning forward slightly indicates keenness and interest.
• Leaning back a little will show the listener is relaxed, but leaning back too far can be interpreted as not being interested.
• Leaning back with hands behind the head indicates contemplation or skepticism.

Movements - Movements convey meaning and attract attention. They can be used to enhance oral communication, but keep these points in mind:

• Appropriate Movements: Make sure movements are appropriate. If you are talking about something serious, do not wave your arms around wildly.
• Distracting Movements: Your movements should never distract attention from your speech. If you make too many movements, your audience may pay more attention to your appearance than to what you are saying.
• Excessive Movement: Excessive movement can give the impression that you are out of control. Pacing up and down a stage could indicate nervousness.
• Artificial Movements: Your movements should look natural and spontaneous. Artificial movements and over-use of bodily movements will have a negative effect on the audience. If your movements look forced and unnatural, the audience may not believe what you are saying.

Gestures - A gesture is a form of non-verbal communication made with your hands, and can be used instead of verbal communication or in combination with it. It is important that you know the following:

• Gestures are only effective if they are meaningful and expressive.

• You should only use gestures if they contribute to the impact of the message.
• Gestures should be natural, open and free and not used too much. An abrupt and nervous gesture is ineffective and will detract from the effectiveness of your message.

Facial Expressions - Your facial expressions reveal your feelings. While you are speaking, try and make sure your expression shows that you are enthusiastic, motivated, confident and interested in your subject. Be careful not to exaggerate your facial expressions, as this is a barrier to effective communication.

 

Your Professional Image

Being thought of as a professional in your field takes a lot more than doing your work well. Even if you are good at what you do, you may find it difficult to reach the type of success you strive for unless you are also considered to be professional by others.

The following are points to remember when you are creating your own professional image:

• Always show respect for senior management and be loyal to them. They lay down the company rules and set the tone of the workplace and the relationships within it. They also uphold the image of the company.
• Show respect for your colleagues generally. You will quickly earn their respect if you do.
• Do not make people wait. Be on time for meetings and appointments. If you are going to be late, contact the person and inform them.
• Dress according to your company’s requirements. If the company has no dress code policy, dress in the same manner as senior management.

 

Social networking personas

While your profiles on LinkedIn, Facebook, Twitter, on your blog and other networking sites also play a role in your overall presentation, they deserve individual attention. What you say in those forums may feel informal and relaxed, but keep in mind that these outlets can work against you if you’re not being consistently professional and genuine

 

Quality of Work

It’s obvious that in order to be considered a professional by clients and peers, you need to work hard and be good at what you do. You may consider this to be the foundation for your entire image.

Factors that you should focus on as part of your professional image:

• Responsiveness and customer service: The level of importance you place on your clients is an important element of creating a professional persona. Some facets of responsiveness and customer service may include:
  • Being willing to go the extra mile to make your clients happy
  • Responding to email and phone messages promptly
  • Following up with clients after a project to ask for their feedback
  • Being willing to make recommendations and offer solutions to problems

• Accountability - Holding yourself accountable can be challenging at times, but if you do it successfully, you will gain the respect of others. This means that although you should take credit and celebrate successes, you also need to face your role in any failures and shortcomings, without excuses.
• Communication and listening ability - The way you communicate, verbally and in written form, tells a lot about who you are and how you work. Being clear, concise, respectful and responsive is vital for success. And don’t forget about the importance of listening to your clients and taking the time to hear and understand what they are saying.

 

Dress for Success

The way you dress sets a tone and sends a message.

For both men and women, simple, well-cut clothes that flatter your shape/figure are typically the best choice. Be sure to always look in the mirror—front and back. Keep in mind the adage, “dress for the position you want, not the position you have.” Be aware of and follow your company’s dress code.

If there is no formal dress code, follow the lead of those around you. In most companies, the following are not considered appropriate: tight fitting, low cut clothing; ripped or torn clothing; extremely short skirts or shorts; fitness attire such as sweatpants, bicycle shorts, and running tights.

 

Personal Hygiene and Grooming

Your physical appearance, including grooming, dress and body language makes up 50 percent of your first impression. Practice good bodily and dental hygiene. Hair, including facial hair, should be clean, styled and neat. Personal grooming, such as filing, cleaning or clipping your nails, applying makeup or combing your hair should not be done in public. Use perfume or cologne sparingly.

 

Meeting Etiquette

Meetings at work are inevitable, so you need to make sure you’re on your best behavior when you have to go – even if you think everything could be handled in a single email. When the higher-ups call for everyone to go into the conference room, stop what you’re doing, out on your friendliest professional face, grab your notepad and go.

Here are some important tips for business meeting etiquette:

1. Be prepared: If there is an agenda, look at it and figure out what you might be able to contribute.
2. Leave your phone at your desk. However, if you must have it with you, turn off the ringer and put in a place so you won’t be distracted by it.
3. Be on time. It’s rude to be late for anything.
4. Sit like a professional. Don’t slouch or put your feet anywhere other than the floor beneath you.
5. Speak clearly when you have something to say. Try to make eye contact with as many people as possible while you are talking.
6. Most meetings allow water or coffee. Unless it’s a breakfast, lunch or dinner meeting, refrain from eating.
7. Ask questions, but don’t interrupt the speaker.
8. Don’t whisper to the person sitting next to you.
9. If you have a coughing attack, politely leave the room until it is over.
10. Before you leave the conference room, make sure you clean the space around where you were sitting.
11. Abstain from saying anything negative about the meeting. Your co-workers may have strong opinions about what was discussed, but this is not the time or place to have a conversation about it.
12. After the meeting, avoid standing in the doorway, clogging the exit. Most people will be eager to get back to their desks, go to lunch or do whatever is next on their daily agenda. You don’t want to be in their way.

Informal Meetings - Small groups, perhaps because of their size, sometimes prefer to operate more informally. Although the structure of the meeting may differ from a formal meeting, the same professional conduct should be practiced.

 

Internet Usage Policy

If your organization does not have a policy in place, you need to remember that the following is regarded as unacceptable.

• Visiting internet sites that contain obscene, hateful, pornographic or otherwise illegal material.
• Using the computer to perpetrate any form of fraud, software, film or music piracy.
• Using the internet to send offensive or harassing material to other users.
• Downloading commercial software or any copyrighted materials belonging to third parties, unless this download is covered or permitted under a commercial agreement or another such license.
• Hacking into unauthorized areas.
• Publishing defamatory and/or knowingly false material about your organization, your colleagues and/or your customers on social networking sites, ‘blogs’ (online journals), ‘wikis’ and any online publishing format.
• Undertaking deliberate activities that waste staff effort or networked resources.
• Introducing any form of malicious software into the corporate network.
• Representing you as someone else.

 

E-mail Etiquette

Use e-mail wisely by being thoughtful and practicing good etiquette:

• Be thoughtful about the kind of information you send via e-mail. A good rule to follow is to never put anything in an e-mail that you wouldn’t say in public. Remember: e-mail messages don’t go away. Old messages can come back to haunt you
• Make the subject line specific to the content of your message
• Keep your messages concise and to the point.
• Double-check names and e-mail addresses in the subject line to ensure they are correct.
• Abbreviations and emoticons are inappropriate in business writing, including e-mails. The recipient may not be aware of their meaning and they make your communication seem unprofessional.
• When forwarding messages, delete information that is irrelevant or extraneous to the subject of the message.
• When replying to messages, do not delete relevant information.
• Avoid typing in all caps—it’s like SHOUTING!
• Be thoughtful when you forward messages. Consider asking the sender for permission before you forward their e-mail.
• Stick to business. Work e-mail is not for personal messages.
• Don’t circulate jokes, chain letters, suggestive or offensive material. Be mindful that your co-workers may not share your sensibilities and may find this material inappropriate or offensive.
• Proof-read and spell check your messages.
• Maintain a professional tone and follow standard writing guidelines by including a salutation, complete sentences, appropriate capitalization, punctuation, and a closing.
• Don’t use e-mail to avoid talking to someone.
• Many companies have written policies and guidelines governing the appropriate use of telephone and e-mail systems. If your company has such policies, become familiar with them and follow them

 

Cubicle Etiquette

Respect privacy and ownership:

• Since there is no door to open or close, consider posting a sign or flag at the entrance to your cubicle to signal that you can be interrupted.
• Avoid making eye contact with people if you don’t want to be interrupted.
• Keep your desk tidy.
• When entering other cubicles, act as if there is a door to the cubicle. Announce yourself and ask permission before entering. This can be accomplished verbally or by making eye contact.
• Rather than loiter outside someone’s cubicle hoping they will complete a phone call return at another time.
• Should some of your colleagues be holding an informal meeting, don’t just walk up and join in. Ask yourself if you really need to be there, if you haven’t been invited.
• When visiting other cubicles, refrain from reading computer screens or commenting on conversations you’ve overheard.
• Avoid “borrowing” supplies, much less personal belongings, from a cubicle just because there’s no door to stop you.

Using phones:

• Answer your phone quickly; choose a pleasing ring tone and set the ringer volume low.
• Remember that your neighbors can hear your end of all conversations.
• Turn your phone ringer off when you leave your cubicle. Use your voicemail or forward your phone number to your new location.
• Use a meeting room for conference calls, rather than a speakerphone.
• All audio devices should be set at low volumes – radios, PCs, pagers, screensavers, etc.
• Use a headset where possible. When you leave, turn all devices off.

Meetings, conversations, and other noisy activities:

• Go to a conference room or break room for impromptu meetings, particularly with clients.
• Speak quietly in deference to others who are concentrating on work or having conversations.
• Email and instant messaging reduces volume and preserves privacy.
• Personal space can be enhanced if you arrange to take lunch breaks at different times.
• Avoid noisy activities such as pen tapping.

Smells

• It is polite to eat hot food away from your desk. Food odors can either tantalize or nauseate your neighbors.
• If you must eat at your desk, eat quietly and avoid gum-popping, humming, and slurping.
• Be aware of other odors – allergy-inducing scents, body odor, and foot odor.
• Consider keeping an air freshener handy.

 

Office Kitchen Etiquette

An office kitchen can be one of the biggest workplace problems when people don’t observe basic etiquette guidelines. If you want to maintain good professional relationships with your coworkers, you need to be respectful of everyone who uses the office kitchen. Failure to show respect for all who share this space can easily create conflict among employees.

1. Clean up after yourself. That’s fairly simple. If you spill something, wipe it up. Don’t leave your crumbs, soiled napkin or Styrofoam cup on the table. Throw your trash away. And never leave your dirty dishes in the sink.
2. Brew more coffee. If you drank the last cup, make a new pot. If it’s five o’clock and everyone is headed out, rinse the pot and take the time to prepare the coffee maker so it is ready to go when the first person arrives in the morning.
3. Respect the refrigerator space. Don’t take up more space than necessary. Only refrigerate what needs to be kept cool. The rest of your lunch can be kept at your desk.
4. Be conscious of strong odors. Don’t store anything with a pungent smell. Someone’s desk may be close to the refrigerator, which means a strong whiff in their direction each time the door is opened.
5. Label your food. Write your name on your container so there is no doubt about whose lunch it is.
6. Package your food appropriately. Use airtight containers instead of paper.
7. Remove the leftovers before they spoil. Just because you changed your mind and went out to lunch, doesn’t mean that you can deny ownership of that smelly blue food three weeks later.
8. Leave appliances as you found them or perhaps better. When you use the toaster or microwave, check it afterward and make sure you didn’t leave crumbs or splatters. Your coworkers won’t be happy if they have to clean up your mess before fixing their lunch.
9. Let someone know when the kitchen supplies run low. If you see that the napkin dispenser is almost empty, either fill it or contact the appropriate person to replenish it. The same goes for straws, paper plates, plastic flatware, sugar, coffee creamer, and anything else that is consumable.
10. If it’s not yours, don’t eat it. This shouldn’t have to be said, but there are folks who help themselves to other people’s food. If you didn’t bring it to the office, leave it.

The primary guideline for office kitchen etiquette is to be respectful of the space and your co-worker’s food and drink. 

 

Office Party Etiquette

Alcohol:

• Don’t feel you need to drink excessively just because it’s an open bar.
• Appoint a designated driver or hire a taxi yourself if the company is not willing to provide the rides home. Don’t drink and drive.

Attendance

• Not attending could hurt your reputation. Spend at least 30 minutes at the party for appearances.
• At the same time don’t overstay your welcome by partying until the early hours of the morning.

Attire

• Don’t pull the nightclub attire from your closet for the event, and do ask whether the attire for the party is formal or casual. The party is still a business function, so conservative party clothes are a good choice. So, do remember to skip anything too revealing or too flashy. Keep your reputation for good taste intact.

Behavior

• Remember that although office parties are intended as social events to reward employees and raise morale, they remain strictly business events. Act as though your behavior is being observed every minute.
• Conduct yourself professionally at all times. Don’t use the office party as an excuse to blow off steam. It’s still a company function, so proper etiquette matters.

Conversations

• Keep all conversations positive and upbeat. Don’t spend the evening complaining, bragging, correcting, and whining.
• Avoid controversial subjects (such as religion, politics, etc.).
• Don’t monopolize conversations, and, especially, don’t talk about yourself or your accomplishments all night. Show interest in others.
• Be gracious and thank co-workers and team members for all their help and hard work during the past year.

Food

• Don’t overeat at the food buffet; moderation is key. You can always eat and drink more after the party.

Interactions

• Keep your hands to yourself. Don’t flirt, and do avoid any other inappropriate interactions.
• The office party is not the time to end your career with the company by doing something inappropriate or illegal.
• Don’t forget to thank the person responsible for the planning and coordinating of the party. Consider sending a thank-you note to top management for hosting the party.

Introductions

• Take the time to network with people at the party who can influence your career or who you may not see regularly, such as top management, people from other departments, and employees from other locations.
• A holiday party is a great event to begin building or strengthening business relationships, so introduce yourself and build your network.
• Keep one hand free during the night so that you can offer handshakes to people as they come by.
• Keep your drink in your left hand, so you are not offering people a cold, wet handshake all evening.