Business Etiquette: Your Secret Weapon

By Liza Roney

Are you looking for a way to shoot to the top in your career? The answer may be as simple as polishing your etiquette skills. This lost art can be a secret weapon for impressing your boss, setting yourself apart from your coworkers, and winning new clients.

Have you ever wondered why a co-worker with the same qualifications that you have gets the big promotion and you don’t? People with savvy etiquette skills win their boss’s approval and attention. They are able to deliver the same information that you have, but in a polished, charming manner. 

The most important thing to remember is that etiquette is about making other people feel comfortable and respected. If clients feel comfortable with you, they are more likely to listen and truly hear what you have to say. If they feel respected, they will enjoy your company and be more likely to use your product or service.

Business etiquette is complex. The best way to learn everything is to read a book or take a class, but developing your manners in the nine key areas listed in this article will help you to outshine your competition and win over clients and supervisors.

BE ON TIME
It is so important to be on time. If you cannot be trusted to arrive on time for an appointment, how can you be trusted to finish a project on schedule? 

If you need to see a client, supervisor, or colleague, set an appointment and arrive no more or less than five minutes early. Never show up late with a well-rehearsed excuse. You will still be late, and you will still make a bad impression.

Respect the time of others. If someone has an appointment with you, don’t keep them waiting, and don’t let a meeting drag on long after it was scheduled to end. 

APPEARANCE
You may not be able to afford designer suits, but anyone can put together a stylish, polished look. Opt for classic cuts in conservative colors that fit properly. You can always dress things up with a handsome tie, tasteful jewelry, or a colorful scarf, but don’t go overboard. Too much or too flashy can be distracting. 

All clothing should be clean and neat without stains or tears. Fingernails should be neat and clean, shoes unscuffed and polished, and teeth free of last night’s spinach soufflé.

Presenting yourself well shows respect to those with whom you work. In turn, taking care with your appearance can earn you their respect. If you look important, people will treat you as if you are.

MEETING AND GREETING
Making a proper introduction is part of making a good impression. Introduce the person of lesser status to the person of higher status. Introduce children to adults, commoners to royalty, and so on.

When you meet someone for the first time, address him or her with their title and last name. You will probably be instructed to call them by their first name, but don’t do so until you are told. Make sure to let them know what you would like to be called as well. Offer a firm handshake, lasting between three and five seconds, and maintain eye contact. Add to that a smile mixed with a welcoming tone of voice and body language.

CONVERSING
Most Americans are not comfortable with long periods of silence. If you are entertaining clients, it is your responsibility to create conversation with them. If a client is visiting you, it is polite to participate in conversation. 

Show interest by asking questions and listening. Try not to cross into another person’s personal space (about two feet around them). You should avoid controversial topics like religion or politics. Instead, discuss more neutral topics like sports, travel, food, or music. Work related material is always safe. Finally, pay attention to the way you speak. Say words clearly and skip the slang. 

RESPECT
Be courteous and thoughtful to everyone around you. You never know when the shelf stocker at the plant you call on will become your key contact or the receptionist at your office will be promoted to department supervisor. Do not differentiate the way you treat people based on position or standing in an organization. Maintaining a consistent demeanor develops your credibility.

Always thank people for their participation, hard work, and time. Give your thanks in person when appropriate and follow up with a handwritten note. Make sure that your thank you is sincere and clearly stated. 

DINING
Much business takes place over lunch, dinner, and cocktail parties. There are many rules to remember when it comes to dining. If you are not familiar with these rules or lack confidence in this area, schedule an appointment with an etiquette trainer or purchase a book to guide you through a formal dinner.

A few very basic things to keep in mind at a business meal are:
• Business conversation may take place during meals, but generally, social talk takes place during the meal, and business talk is saved for dessert and after the meal.
• Wait for everyone’s food to arrive and your host to begin before you eat.
• Start with the silverware farthest from your plate for the first course and work your way in as each new course is provided. 
• Don’t do anything that could affect the appetites of the people with whom you are dining.
• Be very careful of the amount of alcohol you consume. You are there for business and should drink no more alcohol than allows you to conduct yourself accordingly. 

TELEPHONE AND NETIQUETTE
So much of business and communication takes place over the phone or via e-mail. You should be as polite on the phone and in e-mail as you would be in person.

Always return phone calls and e-mails. If you are unavailable, be sure the person taking your calls or the outgoing voicemail says when you will be returning calls, and set up an automated attendant to let people know when you will be returning e-mail. If you don’t have all of the information you need to respond, call or e-mail a brief response letting them know that you are working on it and will get back to them as soon as you have it.

When you answer the phone, be warm and welcoming. Do not sound irritated or hurried. If you are, set the phone to voicemail, and return messages when you can be amiable. Don’t have a second conversation with someone in your office when you are on the telephone, and always let a caller know when you put him or her on speakerphone.

Treat e-mail as you would any other business correspondence. Use correct grammar, punctuation, and spelling, and be sure to proofread. Do not type in all caps … it is the equivalent of screaming. And pass on the emoticons. These little smiley faces are inappropriate in business correspondence. Don’t forget to monitor the length of your e-mail. If a recipient must scroll down several times to read all of your information, it is probably better sent via personal letter or business memo.

PROPER DAILY OFFICE PROCEDURES
You will gain positive attention at work by being polite and retaining a positive attitude. Don’t spend the day complaining to coworkers and lowering morale. Go to work grateful for your job and excited about what you will accomplish.

Be sensitive to those who work nearby. Arrive to work on time, clean, and neatly dressed. Eat before you come to work, not at your desk. Restock anything you use the last of in common areas. Monitor your voice level. Knock and ask if you can come in before entering someone’s workspace.

Take pride in your work, and do your best at every task.

WORKING INTERNATIONALLY
Business and social customs differ from country to country, and there are wonderful websites and books to educate you on these differences. If you travel outside of the U.S. for business, be sure to know at least the basics before you go. 

Be aware of the country’s protocol regarding appointments, greetings, and business dress, and familiarize yourself with their style of meeting and negotiation. Have knowledge of dining customs and bring appropriate gifts if it is customary. 

There is so much information to be learned about business etiquette, but you can start practicing today by simply being courteous to coworkers. Polishing your body language, conversation skills, charm, and style can be incorporated slowly through consistent study. 

Everyone is looking for the secret to getting ahead in a career. Your practiced manners will make the people around you comfortable, which will lead to trust and eventually respect. Gaining the trust and respect of your clients and coworkers is the first step to success! 

Liza Roney is the owner of The Etiquette School of the Triangle. She may be reached at 219-3037. For more information, visit <www.triangleetiquette.com>.