Business Etiquette

Etiquette refers to any special code of behavior or courtesy. As Shaw and Barry (p. 5) have pointed out, in contemporary Western society, it is usually considered appropriate to use courteous phrases when requesting assistance or receiving it, to adhere to certain standards of performance in all social and professional interactions and it is inappropriate to use obscene language in public (including the workplace). In the workplace, etiquette is also understood as having a direct relationship with a number of specific issues such as proper attire, use of non-gendered and racially or culturally respectful language, and the avoidance of discrimination, sexual and other forms of harassment, and stereotyping (Shaw and Barry, p. 6). This brief report will examine some of these etiquette issues in the context of the American workplace, arguing that while etiquette may not be as formal as it was in the not-so-distant past, rules of courtesy and behavior are themselves timeless and capable of creating a proactive and positive work environment.

A recent article in Association Management (p. 24) reported that "although the business world grows ever more complex and competitive, there is one constant -- etiquette." The article offered an interview with Jan Yager, a human resource consultant and the author of a book on business protocols. In discussing how to use etiquette as a business strategy, Yager made reference to six basic principles that should guide the behavior of all

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es or fashion whims of supervisors. Sexually provocative dress, says Grimaldi (p. 13), must be avoided by both men and women. Dana May Casperson (pp. 56--57) discussed these and other business etiquette issues, and noted that underpinning behavior and presentation is "attitude." Attitude consists of the external affect of the individual; it conveys a great deal about the individual and about the firm for which they work. Business etiquette thus should include the following actions, which are indicative of a positive attitude toward the self, the company, and the client: Be respectful of time -- yours, the firm's, and the client's; Avoid aloofness as well as excessive personalization of business relationships -- or be professional without being arrogant; Listen to others, avoid interruption, sarcasm, or commentary that is demeaning to others; Use speech patterns and word choices that are positive rather than negative in tone and content; Observe the customs, preference and attitudes of others and show respect for them (Casperson, p. 56). Each of these behaviors is evidence of a positive attitude toward the self, the firm and clients. They are also indicative of a courteous and respectful appreciation of others (Casperson

Category: Business - B