When most of us think of etiquette, we conjure up images of days gone by when families or perhaps a small ladies' group enjoyed a meal and polite conversation while being careful to mind their table manners. Maybe you hear your mother saying, "Don't slouch," and "speak up!" Perhaps you see a gentleman holding the door for a lady or performing some other chivalrous gesture. So what do these or other points of etiquette have to do with business? Everything!
While some matters of social
and business etiquette differ, manners for everyday life and manners for work
life are not mutually exclusive. Etiquette is defined as a prescribed or
special code of conduct, one that governs correct behavior. Courteous gestures,
personal presentation, and even dining skills are all impactful in a business
setting. The principles of making good first impressions, welcoming
others, communicating with respect and clarity, responding to confrontation
with diplomacy, and simply putting others at ease are all attributes of good
etiquette needed in both personal and professional life. Etiquette in business
is also critical for maintaining a competitive advantage in the ever-changing
global business environment.
Workplaces are constantly evolving in response to advancing technologies and a multi-generational workforce, and so are corresponding behaviors and interactions. Some things that used to be considered appropriate behavior are now seen as antiquated and unnecessary. However, many good old-fashioned manners have been forgotten and desperately need to make a comeback. For all the advancements we have in technology and various platforms to conduct business, it seems our personal conduct has digressed considerably.
American society, as a whole, is becoming increasingly more uncivil and is now at a "crisis" level, according to a 2013 nationwide survey conducted by Weber Shandwick and Powell Tate in partnership with KRC Research, which reported that the average American experiences more than 17 uncivil encounters in a given week (seven days). The survey also revealed that 33percent of Americans perceive their work environment as uncivil and 26 percent reported leaving a job due to the unbearable level of incivility. Another civility study conducted in 2011 by Professor Christine Porath of Georgetown University and Professor Christine Pearson of Thunderbird School of Global Management, which was published in the Harvard Business Review, reported that nearly half (48 percent) of the 800 managers polled across 17 different industries acknowledged being treated rudely at work at least once in a given work week. This is no small matter, as many CEO's and human resource professionals can attest. There is a very tangible cost to organizations. This particular study reported an average cost to employers of $50,000 per worker for workplace rudeness.
What could be the cause of such rudeness, disrespect and civil unrest in the workplace? Many contributing factors exist that cannot be fully explored in one article, but let's begin with the work environment itself. Though some tradition remains, the new office environment is more "open" and less structured in physical landscape and in culture. Wearing casual attire every day, calling executives by first names, sharing team lunches or happy hour, and working without walls can all promote better collaboration, teamwork and a "friendly" environment. However, these same shifts in office culture can sometimes cause confusion and breed familiarity, consequently compromising necessary boundaries and an overall atmosphere of professionalism. Couple this with the fact that as many as four generations now work together, all having their own interpretations of appropriate behavior, communication, work ethic and rules of engagement. Unintended disrespect, misunderstandings, exclusion and conflict arise when standards of behavior are not shared. And simply having a positive attitude does not make up for social ineptness. Some well-intended gestures, for example, can still be highly offensive.
Knowing and applying the rules of modern etiquette and civility are critical to success, regardless of what ring of the corporate ladder you are on. Presenting yourself well, treating others with respect, valuing differences, exhibiting social maturity and correctly executing business protocols are what separate one individual (or company) from competitors. These skills go a long way toward building confidence, credibility, lasting business relationships and advancement opportunities. Displaying good manners in your workplace and business community is not just the right thing to do; it is essential to your success.
In this column, I will address all manner of etiquette relating to business including workplace relations, business meetings, business entertaining, travel, communications and social media, and personal refinement for professional success. Whatever your goals this new year, I encourage you not to continue business as usual. Make it a priority to improve your business etiquette. It will surely reap rewards that you and others around you can enjoy, including an improved bottom line.
I welcome your questions, stories and feedback.
Michelle Powell, a former Huntsville resident, is CEO of Professional Manner, a professional development consultancy in Washington, D.C., addressing matters of business etiquette, protocol, communication, workplace relations and leadership. Contact her at firstname.lastname@example.org or 202-730-1255.