the work book
TRANSCRIPT
Everything you need to know about work basics and civility
The Work Book
Written by Marianne Jacobbi
Illustrations by Nishan Akgulian
© 2001, 2010 Ceridian Corporation. All rights reserved.
The pages that follow describe the written and unwritten
rules of the workplace. Included are practical and tactical
tips to help you navigate the world of work. You’ll
find advice on improving your “people skills”—from
communicating with co-workers to resolving problems
to being a team player. You’ll find tips on using e-mail
and telephone etiquette and working in a 24/7 world.
You’ll find suggestions on how to take care of yourself and
reduce stress in your work life. You’ll even find basic rules of
common courtesy.
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1. True or False. In a crowded elevator, women should always exit first.
2. True or False. It’s a good idea to use ALL CAPS in e-mail correspondencebecause it really gets across your message.
3. True or False. It’s OK to lose your temper at work so long as you apologize afterwards.
4. True or False. If you are going to be more than 10 minutes late, you should call to say you are running late.
5. Yes or No.Your teenager is raising money for the homeless. Is it OK to ask peopleat work if they would like to contribute to the cause?
6. Yes or No. If someone mispronounces your name, should you correct the person?
7. Yes or No. It’s a good idea to arrive 15 minutes early for an appointment with a customer.
8. Important e-mail should always be answered within: a. 2 hours b. 24 hours c. one week
9. You have forgotten the name of the person you are introducing. You should: a. Not introduce the person. b. Admit it and say, “Please forgive me. I know we’ve met, but I’ve forgotten
your name.” c. Excuse yourself and leave the room for a moment so you don’t embarrass yourself.
We begin with a dozen questions to help you assess how much—or how little—youknow about the rules of the workplace. See how you do with the following questions.
Questions
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10. You’re dining out with co-workers and are afraid you have something stuck in your teeth. You should: a. Ask for a toothpick.b. Try to get the food out with your finger or your tongue.c. Excuse yourself and go to the restroom.
11. Everyone at work is “chipping in” for a wedding gift for a co-worker, but the contribution is more than you feel you can afford. You should: a. Give nothing.b. Say to co-workers, “Here is the contribution I am able to make. I wish
I could give more, but at this time I just can’t.” c. Tell people you’re willing to chip in but then “forget” to bring in
your contribution.
12. The best way to politely end a phone call is to say: a. “Is there anything else we need to discuss before we hang up?” b. “I have another call coming in.” c. “I’ll let you go now.”
Answers
1. False. Whoever is closest to the door exits first.
2. False. All capital letters sound like you’re shouting and should be avoided.
3. False. Outbursts of temper are never appropriate at work. If you feel you are goingto lose your temper, excuse yourself, and suggest that you meet again later to talk.Then cool off and compose yourself. Be sure to follow up with the person.
4. True.
5. Yes. It’s fine during a break or at lunch to ask co-workers you know whether they’d like to contribute to your teenager’s cause. But it would be inappropriate to post a company-wide message or send out a company-wide e-mail soliciting donations, no matter how worthy the cause.
6. Yes. Politely correct the person without embarrassing him or her. You might say, “Actually, my first name is pronounced ‘Lane-a.’”
7. No. Fifteen minutes early is too early to announce your arrival. It’s best to arrive on time or no more than a few minutes before your appointment.
8. b. Keep in mind that your company may also have its own guidelines about responding to important messages.
9. b.
10. c.
11. b.
12. a.
Answers to these and other etiquette questions may be found in New Rules @ Work:79 Etiquette Tips, Tools, and Techniques to Get Ahead and Stay Ahead by Barbara Pachter andEllen Schneid Coleman (Prentice Hall Press, 2006) and Emily Post’s The EtiquetteAdvantage in Business: Personal Skills for Professional Success, Second Edition, byPeggy Post and Peter Post (William Morrow, 2005).
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Anger
Apologize
Breaks
Cell phones
Coaching and feedback
Communication
Company property
Cube etiquette
Dining
Diversity
Dress
A to D
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angerWe all lose our tempers occasionally and have feelings of anger at work. Here aresome suggestions to try the next time you feel upset or are about to lose your temper:
• Ask for a break if you need one. Then go off alone for a brief period. Take a walkto the restroom or the break room or water cooler. Sometimes a quick walk out-side may be all you need to calm down and feel less irritable.
• Silently count to 10.
• Use deep-breathing or muscle-relaxation exercises.
• Vent your frustrations to a trusted friend.
• If you find yourself writing an angry response to an e-mail message, stop yourself.Don’t send it. Give yourself time to think of a more thoughtful response, even ifyou need to wait until the next day to send it.
• If your anger persists, talk with your human resources (HR) representative or contact your employee assistance program (EAP) if your organization has one.
apologize If you say something you later wish you hadn’t, follow up with a personal responseand an apology. Maybe you lashed out in anger at a co-worker, overreacted at a meeting, or criticized someone harshly. An apology is in order. It’s best to offer it inprivate, and in person. “I apologize for what I said yesterday.”
breaks Use your time off each day to relax and recharge.
• Take “stretch breaks” or “mini breaks.” Your stretch break doesn’t have to last morethan a minute. Stand up, move around, and stretch in your work area. Or dosomething else for a minute. Get a drink of water, or take a walk down the hall.
• Avoid junk food and too much caffeine (including coffee, tea, and caffeinated soft drinks).
• Try to eat lunch away from your desk or work area.
• Use your break time to do something nice for yourself—take a walk, talk with afriend, or read a book or listen to music.
Adults spend about 75 percent of the time theyare awake doing work-related activities—gettingready for work, traveling to work, working, con-templating work, and decompressing after work.
Fish! A Remarkable Way to Boost Morale andImprove Results by Stephen C. Lundin, JohnChristensen, and Harry Paul
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• Connect with co-workers during your break.
• Start an e-mail or hard copy file of inspirational writing and quotes, and take timeduring your break to review an old favorite.
• Take a two- or three-minute mini-vacation and visualize yourself at your favorite place.
• Review a professional journal or article and try to learn something new about your field.
• Return from your break at the appointed time so that others will be able to taketheir break.
cell phones Cell phones are a great way to keep in touch with co-workers and customers. Justremember to follow the basic rules of common courtesy. Here are some cell phoneguidelines:
• There’s a tendency to speak more loudly when you’re talking on a cell phone(which isn’t necessary). Remind yourself to keep your voice down so you don’t disturbthe people around you or the person on the other end of the line.
• Turn off your cell phone or mute it when you are in the middle of a conversation,meal, or meeting with another person, especially a client or customer.
• If you must leave your phone on and a call comes in, excuse yourself before takingthe call. You might say, “Please forgive me for taking this. I’m expecting an impor-tant message.” Then get up, go to a private space, and get through the call as quicklyas possible.
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• Avoid holding meetings or work-related conversations while you are driving unlessabsolutely necessary. Safety should always be your first priority. Always use a hands-free device when talking on the phone while driving. (In many states, that's thelaw.) Be aware that people on the other end of the line may have trouble hearingyou as you move in and out of traffic. It’s safer and more productive for everyone ifyou pull over, have your conversation, hang up, and drive on.
• Conversations on cell phones are not confidential. (Signals get transmitted overradio towers and can be accessed by others.) If the party you are speaking to starts todiscuss sensitive information, remind the person that the line is not confidential.Ask if he would like you to call him back on a land line.
coaching and feedbackCoaching and feedback are intended to help you do a better job and improve workperformance. Here are some tips:
• Always try to give coaching and important feedback in person. Arrange a time totalk in private. Don’t give important feedback in passing, in the hallway, or in thecompany lunchroom or break room.
• Never criticize a co-worker or employee in front of other people.
• Give timely feedback. Don’t wait until two months after the job is finished to suggest improvements.
• Say what the problem is and be as specific as you can be. Instead of using vaguestatements like, “This report is awful,” point out exactly what’s wrong with thereport. “Page three could use more statistics.”
• Focus on the work and not on personalities. Instead of saying, “You always missdeadlines,” you might say, “This project is two weeks behind schedule.” This keepsthe conversation focused on actions and behavior, things the person can change,rather than character flaws.
• Offer solutions and suggestions for fixing what’s wrong. “We need to get this project back on track. May I make some suggestions?” Or, “The report might bestronger if you included more…”
• Remember to point out the positive things.
Fifty-nine percent of Americans would rather visitthe dentist than sit next to someone speaking ona cell phone, according to a survey cited in ElectricPerspectives magazine.
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• If you are on the receiving end of coaching, try to use it to your advantage. Coachingcan provide you with valuable information about how to do a better job and improveyour work performance. Be open to hearing what your manager or co-worker istelling you. Ask questions if you don’t understand.
communication Good communication will help you build rewarding relationships and be more successful at work. (See also “cell phones,” “speakerphone and teleconference calls,”and “telephone tips.”) Here are some general communication tips:
• Be a good listener. Show that you are interested in what the other person has to say.Lean forward in your chair. Nod your head from time to time. Say “I understand.”
• Concentrate on what is being said. Don’t let yourself be distracted by what’s going onaround you. Don’t take calls, check e-mail or messages, or sort the papers on your desk.
• Don’t interrupt. Wait for a pause before you speak.
• Remember the importance of eye contact. In most cultures, you show you are inter-ested in what the other person has to say by making eye contact.
• Pay attention to your body language—posture, gestures, and facial expressions.Different cultures interpret gestures and facial expressions differently. To avoidsending a negative message, try not to slouch, fidget, tap your feet, crowd the otherperson, or play with your hair, clothes, or jewelry.
• Summarize and repeat back what the other person has said to be sure there is nomisunderstanding or miscommunication. “Let’s make sure I understand,” youmight say to your manager when discussing a schedule change. “You would like meto begin the new schedule next month?”
• Try to keep an open mind when discussing a problem. The mindset “I’m right,you’re wrong” prevents people from listening well. Refrain from judging untilyou’ve heard all that the person has to say. It helps to summarize the other person’scomments: “So, if I understand you, you’re saying that…”
• Ask others what they think—for their point of view—before making a decision ortaking action. When people participate in decisions that affect them, they tend tosupport those actions more fully.
• If a co-worker needs to speak with you at a time when you can’t give him your fullattention, be honest and let him know. Then schedule a time to meet when it willbe convenient for both of you.
• Have important conversations face-to-face if possible, rather than using e-mail orthe phone.
• If you aren’t sure how to discuss a sensitive subject like a misunderstanding with aco-worker, bring up your concern with your manager, your HR representative, orcontact your EAP or the program that provided this publication.
company property It’s against the law to steal or take supplies or equipment from your employer. That includes taking home office supplies, padding your expense account, or making personal long-distance phone calls on the company’s nickel. Stealing could alsoresult in serious disciplinary action.
cube etiquette Working in close quarters next to others requires give-and-take on everyone’s partand respecting one another’s boundaries. What if your cubicle neighbor talks loudly on the phone or plays music that keeps you from concentrating? Here aresome tips:
• As a general rule of thumb, try not to sneak up behind someone in a cube.Announce yourself at their doorway or lightly knock on the wall.
• Never read someone’s computer screen or comment on cube conversations you’veoverheard.
• Don’t congregate outside someone’s cube to hold impromptu meetings. Go to aconference room or break room.
• Ask permission of your cubicle neighbors before using a speakerphone. Better yet,go to a conference room or quiet room to take speakerphone calls.
• Keep your cubicle space tidy and clean.
• Avoid eating foods with strong odors in your cube. Take your meal to the lunchroom or break room.
• To resolve a problem with a noisy cube neighbor, politely approach the person andsay, “Could we talk for a moment? I wanted to ask if you could take conference callsin a private area. When I’m working on a deadline, it makes it hard for me to con-centrate. I’d do the same for you, of course.”
• If repeated attempts at negotiating with your cube neighbor are unsuccessful, askyour manager or HR representative for help.
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Experts have found that people respond to bodylanguage 55 percent of the time, tone of voice 38percent of the time, and a person’s actual wordsonly 7 percent of the time, according to HR Focus.
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dinin g You may eat several meals a month with co-workers, customers, or clients. Here aresome reminders:
• Don’t speak with your mouth full of food. Don’t chew with your mouth open.
• Wait to begin eating until everyone has been served.
• Avoid “finger-foods,” soups, and other dishes that are messy or hard to eat. Tomatosauce on your shirt or blouse won’t make a good impression on co-workers, animportant customer, or your boss.
• Start with the utensils farthest from your plate at a formal meal.
• Not everyone loves to “share” their food. Avoid asking, “Mind if I have a taste?”
• Decide ahead of time how you want to split the bill with co-workers. It may not befair to split the bill evenly if some people ordered dishes that were more expensive.
“Put not another bit into your Mouth til the formerbe Swallowed let not your Morsels be too big for the Gowls.”
George Washington’s Rules of Civility & DecentBehaviour in Company and Conversation: A Bookof Etiquette
diversity The work force is more diverse than ever before, and today’s employees are a diversemix of ages, races, religions, backgrounds, work styles, physical abilities, levels ofeducation, and ways of seeing the world. Most of us don’t think of ourselves as beingracist, sexist, homophobic, ageist, or biased or prejudiced toward others. However,research shows that employees from racial, ethnic, and other minority groups con-tinue to face negative stereotypes and bias in the workplace. Here are four importanttips:
• Never make insensitive comments about others, such as jokes based on race, age,religion, gender, or sexual orientation. Never mimic someone’s accent. Don’t makeassumptions about someone’s background or origins.
• Avoid generalities and stereotypes in your interactions with co-workers and don’tjudge or pigeonhole people from other backgrounds or generations. Remember thatthere are 65-year-olds who are technology whizzes and 25-year-olds who have a lotto teach older colleagues.
• Make an effort to work inclusively and collaboratively. For example, when youschedule meetings, take into account people’s personal lives and their differentneeds. Early morning meetings may be a hardship for those with small children or adependent relative at home. Late-in-the-day meetings can be hard for those whomay be attending evening classes.
• Avoid political discussions at work. Not everyone shares your political views andbeliefs.
dress The way you dress for work sets a tone and sends a message. Most companies have adress code, and you can find out what it is where you work by asking your manageror by referring to your employee handbook or intranet site if your company has one.If your company has no written dress code, look around at what others are wearingand dress accordingly. Here are some guidelines:
• If your company has a casual, “business casual,” or relaxed dress code, find out whatthat means. In some workplaces, it may mean that men do not have to wear a tie orthat women may wear pants instead of skirts; at other companies, it may mean you’refree to wear jeans. The definition varies a great deal from company to company.
• A relaxed or casual dress code doesn’t mean you can relax all your standards. At mostcompanies, the following are examples of clothes that are not considered appropriatefor work: torn blue jeans, T-shirts with slogans, low-cut tops, miniskirts, and anyclothes that are too short, tight, or revealing.
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• Use perfume, cologne, and after-shave sparingly out of respect for others. Justbecause you love the scent you wear doesn’t mean everyone else does. People mayhave allergic reactions or be bothered by the smell.
• Follow good bathing habits and have your clothes cleaned regularly.
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“Unlike the United States, most countries do notdefine casual as jeans and sneakers orsportswear. Shorts and jeans, for men andwomen, are considered inappropriate attire for social functions in many parts of the world. Instead, you will find that business attire is usually appropriate for an eventspecified as casual.”
Protocol for the Modern Diplomat U.S. Department of State
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Elevator rules
Employee assistance program
Ergonomics
“Excuse me”
Food and drink
Gifts
“Good morning”
Gossip
E to G
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elevator rules Here are five elevator rules to remember:
• Wait for everyone in the elevator to exit before entering.
• If you are hosting visitors, clients, or customers, hold the elevator door and allowyour guest to enter first.
• Never discuss personal or private topics unless you’re the only two people on the elevator.
• Hold the “door open” button for others entering the elevator.
• The people nearest the elevator door should exit first (unless there are elderly or disabled people, who should always be allowed to go first).
e-mail Your company probably has a policy about the proper use of e-mail and you shouldbe familiar with the policy. Here are some e-mail do’s and don’ts:
Do:
• Do find out what your company’s e-mail guidelines are. There may be rules aboutsending jokes, personal e-mail, large attachments, or company-wide messages.
• Do begin your e-mail correspondence with a salutation. For example, you mightwrite, “Dear Nancy,” or “Nancy,” or “Hi Nancy.” (Salutations aren’t necessary whenwriting group e-mails or e-mails to co-workers with whom you correspond severaltimes a day or week.)
• Do give your e-mail a clear, concise, and informative subject heading.
• Do use proper spelling, grammar, and punctuation. Your e-mail program probablyhas a spell-check tool that will catch misspellings before you send a message. Rereadyour message before sending it to check spelling, content, and tone. Check to besure it is professional and cordial.
• Do set your e-mail default to a readable font size. For example, 10 pt. Arial is considered a readable font size.
• Do respond to messages promptly so you don’t forget to reply. For important messages, respond within 24 hours.
• Do keep your e-mail messages brief and to the point.
• Do exercise caution when corresponding by e-mail. Your correspondence can beforwarded, copied, or kept by others.
• Do delete unimportant e-mail immediately and remember to empty your deleteditems folder.
• Do use e-mail to give praise, especially if you are a manager.
• Do keep attachments to a minimum. Large attachments can sometimes be difficultfor the recipient to open. If you must send a lengthy document, it’s best to send itin a compressed or zip file. If your e-mail includes an attachment, check beforesending to make sure you’ve included it.
• Do use discretion before forwarding e-mail messages. You may want to ask thesender’s permission before doing so.
• Do be thoughtful about whom you copy on your e-mails. Think about whethereveryone needs to see your e-mail. It’s always a good idea to copy your managerwhen you’re complimenting or praising a co-worker about a job well done.
Don’t:
• Don’t circulate group jokes or chain letters.
• Don’t send vulgar jokes, sexually explicit photographs, or anything that someoneelse could find offensive.
• Don’t send personal or confidential e-mail at work. E-mail is often saved on yourcompany’s network or server, and even when you delete a message, it can still beretrieved on the hard drive by software or online services. Also, your company mayhave the right to monitor messages you send and receive.
• Don’t use e-mail for sensitive business matters that would best be handled in a face-to-face meeting. For example, don’t use e-mail to ask for a raise, reprimand aco-worker or employee, or give notice that you are leaving your job. Handle thematter in person or in a letter.
• Don’t use cute “emoticons” such as (: in business correspondence.
• Avoid using all capital letters. As explained in the quiz at the beginning of this booklet, ALL CAPS sound like you’re shouting. They’re also harder to read.
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“Don’t send anything by e-mail that you wouldn’twant to see posted on the office bulletin board.”
The Complete Idiot’s Guide to Business Etiquetteby Mary Mitchell with John Corr
To avoid three of the most common grammar mistakes people make, remember these rules:
• Use an apostrophe in the word “it’s” only when writing “it is.” Otherwise, the word is spelled “its.”
• “I” is always the subject of the sentence. “Me”is the object. For example, you would say “Seanand I sent the report.” “They sent the report to Sean and me.”
• The word “effect” is used primarily as a noun. “The speech had a big effect on me.” The word “affect” is used primarily as a verb. “The speechreally affected me.”
• Don’t make solicitations by group e-mail, for example, for such things as Girl Scoutcookies or a charity fundraiser.
• Don’t send condolence notes by e-mail. Write a handwritten note.
employee assistance programAn EAP is a service provided by many companies and organizations. The purposeof an EAP is to provide help and assistance to employees by professionally trainedconsultants, over the phone, online, or in person. Consultants provide assistancewith family problems, addiction and recovery, financial and legal issues, stress,depression, relationship issues and other problems affecting your work or personallife. You can find out if your company has an EAP by asking your manager or yourHR representative.
ergonomicsErgonomics is the applied science of designing equipment to reduce workplace ill-nesses, injuries, and discomfort. Ergonomics can include everything from sittingproperly at your desk to protecting your back from injury if your job requires youto do a lot of lifting. Physical stresses—like awkward posture, poor lighting, andrepetitive motion—can lead to illnesses and injuries such as eyestrain, back pain,and carpal tunnel syndrome, the nerve disorder that can be caused by the repetitivemotions of using a keyboard. An ergonomics specialist can help you make sure thatwhatever equipment or machines you use are safe and suited to your needs. Manycompanies have an ergonomics specialist on staff or are able to refer you to one tohelp prevent problems. You can also talk with your health care provider. Here aresome general tips on office ergonomics:
• Good posture is the best way to avoid a computer-related injury. Don’t sit hunchedover. Don’t slump at the keyboard. Make sureyour chair has good support for your back.Check that your feet can be placed flat on thefloor or on a footrest. Keep your head andneck as straight as possible.
• Keep your computer screen free of glare. To eliminate glare, turn your computer to face a different angle, adjust window treatments (shades, blinds, or curtains), or adjust the nearby lighting. Or use a good-quality anti-glare screen cover. Also make sure your computer monitor screen isn’t next to or facing a bright window.
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• Use a wrist pad at your computer keyboard to reduce the risk of injury.
• Make sure you have enough light. A dimly lit environment can be a strain on youreyes and make you feel sleepy.
• Consider using accessories like a cordless mouse or an ergonomic keyboard if youare experiencing problems or to help reduce the risk of injury.
• Make sure that the telephone is close to you if you use it frequently. Consider gettinga headset if you work long hours on the phone to avoid neck or shoulder strain.
• Take frequent “eye breaks.” Every 15 minutes or so, look away from the computerscreen for a minute or two to a distant scene that’s at least 20 feet away. This willhelp relax your eye muscles.
• Remember to take stretch breaks throughout the day to avoid muscle soreness andrepetitive motion injury.
“excuse me” These are commonsense reminders, but worth repeating, whether you’re just starting out at your first job or you’re a seasoned employee:
• If you approach your co-worker or boss and she is on the phone, excuse yourselfand return later. Don’t just stand there and wait for the person to hang up.
• Watch for signals that someone is busy and don’t interrupt if he or she seemsabsorbed in work. Is the person concentrating at the computer? Is the personengrossed in conversation with a customer?
• If you do interrupt someone, remember to say “excuse me.”
food and drinkA nutritious diet will help you stay more focused at work and help you feel healthierin general.
• Keep a water bottle at your desk or work area and remember to drink water through-out the day. This is especially important if you work at night, since dehydration canmake you feel more fatigued.
QUESTION
I work with someone who interrupts constantly—at meetings, during casual conversations, evenwhen I’m on the phone with customers. How doI politely tell this person to stop interrupting?
ANSWER
Explain to your co-worker that it is difficult for youto do your work, such as assisting customers,when he interrupts you. (Your co-worker may noteven realize that he is doing this.) Then suggest toyour co-worker that if he has a request and youare busy or on the phone, he could leave you anote or a voice mail and you will get back to himas quickly as possible.
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Ear to Shoulder Chair StretchSit on your chair with your spine erect and bothfeet flat on the floor. Inhale deeply. As you exhale,slowly roll your left ear towards your left shoulder.Inhale and exhale slowly again, rolling your chinback to your chest. Inhale and exhale slowly againand roll your right ear to your right shoulder.Inhale deeply and exhale slowly, rolling your chinback to your chest. Do four or more sets of these.
• Limit how much caffeine and alcohol you drink.
• If you bring in “treats” like fruit or baked goods to share with others, remember toshare with everyone in your group. Otherwise, pass around the treats quietly.
• Stick to what some experts call the “80/20” rule in your eating. If 80 percent of whatyou eat is healthy—with a nutritious, low-fat mix of vegetables, fruit, and grains—then you can allow yourself to eat what you want for the remaining 20 percent.
• If you use the vending machines at work, try to choose healthy snacks like pretzels,yogurt, low-fat cookies, and trail mix.
gifts Exchanging gifts with co-workers to mark a birthday, wedding, shower, or other celebration is always fun. But how big a present should you give? What if you can’t afford to give? Is it necessary to give a gift every year to your boss? Here are some guidelines:
• If you ask co-workers to share in the cost of a gift, suggest an amount that is affordable to everyone—$3 to $5 might be all that most people can afford. At large companies, this takes the burden off everyone, especially when there might beseveral celebrations a month.
• You might want to “consolidate” birthday celebrations or agree to celebrate birthdayswith a group lunch or cake so that gift giving doesn’t put too big a strain on people’sbudgets. A card is always a nice gesture.
• Food, gift certificates, and books are always “safe” gifts to give co-workers.
• In general, employees don’t give holiday presents to managers (although it’s fine ifyou choose to do so). You might consider pooling with co-workers to buy a groupgift for your manager.
• When celebrating a birthday, remember that it’s impolite to ask, “How old are you?”
• Ask your manager or HR representative what the guidelines are at your companyabout giving and receiving gifts from clients and customers. Some clients, for example, may not be allowed to accept gifts. Many companies have policies aboutreceiving gifts from clients as well.
• Remember to send a thank-you note when someone gives you a gift.
“good morning”Remember to greet the people you see in the morning when you arrive at work—administrative assistants, co-workers, managers, and the receptionist at the frontdesk. A friendly “good morning” makes everyone’s day more pleasant.
gossipWorkplace gossip lowers productivity and morale. Here are some ways to steer clearof the gossip mill:
• Ask yourself if something is true before you pass the information along to others.Did it come from a reliable source? If not, check your information with the personat the heart of the matter or someone you know who has access to the right infor-mation. If you hear a rumor about the company, go to your manager or someonereliable to confirm what’s true and what isn’t.
• Before spreading a rumor further, ask yourself, “Is there a reason to pass on thisnews?”
• Notice how others’ comments affect you, and limit your contact with people whomake you feel weary or negative about work.
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QUESTION
I am thinking of dating a co-worker, but don’tknow if there are rules about this at my workplace.What should I do?
ANSWER
It is inappropriate for a manager and a subordinateto be in a romantic or sexual relationship. Thiscould hinder their ability to work together as wellas cause a perception of favoritism. As for datingother co-workers, good judgment is necessary.For example, if you ask a co-worker out, and heor she does not appear interested, back off and donot pursue the person. Your company may havea specific policy on dating co-workers. Ask yourmanager or check with your HR departmentabout this.
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Handshakes
Harassment
Human resources
Inappropriate questions
Internet use
Introductions
Jokes
Kitchen courtesies
Language
Meetings
Monday morning tips
Money
H to M
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handshakesIn almost all work and social settings, a handshake is expected and is considered a sign of politeness when you meet or greet new people or visitors. This is truewhether you are a man or a woman, a manager or an employee just starting out at your first job. Here are the handshake rules that apply to men and women,according to etiquette experts Peggy Post and Peter Post:
• Offer your right hand when you are being introduced, welcoming visitors or customers, and when you say goodbye.
• Offer your hand whenever someone offers his or her hand.
• Make sure your handshake isn’t too weak or too firm (“a bonecruncher”). You want your handshake to be medium-firm—to convey a sense of confidence.
• Remember that a handshake should always be accompanied by a smile and eye contact.
• Handshake customs vary from country to country. In many Asian countries, for example, a delicate grip (one you might consider limp) is the accepted practice. And in some cultures, handshaking and direct eye contact are notacceptable between men and women for religious reasons. Follow the lead of your host.
• When you are greeting someone with a physical disability, offer a handshake as youwould to any other person you meet. If someone has limited use of both limbs,extend your right hand anyway close to the person’s right hand.
harassment Behavior or comments that annoy, disturb, frighten, or irritate another person maybe construed as harassment. Threats, demeaning remarks, humiliation in front ofothers or privately, intimidation, persistent teasing, sexist remarks, sending andreceiving voice-mail or e-mail messages with information of a sexual nature, sexuallyexplicit jokes and pictures, and unwelcome sexual advances or romantic advancesare all forms of harassment. It’s important to report the problem if you feel thatsomeone at work is harassing you. If you aren’t sure how to report harassment, talkwith your manager, EAP, or HR representative about what to do. If a co-workeruses inappropriate language at work or language that makes you uncomfortable,talk with your manager, EAP, or HR representative about what to do.
human resourcesThis is the department at your company that handles personnel issues, questionsabout payroll, benefits, and work-related issues, and questions you may not be able toshare with your manager. Issues and complaints received by your HR representativeare handled in a confidential manner. Your EAP or the program that provided thispublication is another helpful resource if you have work-related questions or concerns.
inappropriate questions A question you might think of as “friendly” could be thought of as insulting or toopersonal by a co-worker. Here are some questions that are inappropriate to ask a co-worker, unless the two of you are very good friends:
• Why aren’t you married?
• Why don’t you have children?
• How much do you make?
• What is your job level?
• What kind of surgery are you having?
• What’s that pill you’re taking?
• How much did you pay for that jacket?
• How old are you?
• How much weight have you lost?
• Why did you get a divorce?
• How big is your mortgage?
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internet useYour company may have a policy about use of the Internet at work and you shouldbe familiar with the policy. Here are some general guidelines:
• Limit personal use of the Internet at work.
• Respect copyright laws. Don’t download, distribute, or reproduce any informationor materials protected by copyright without the permission of the copyright owner.
• Be aware that your company may have the right to monitor your use of the Internet.
• Never transmit, download, or distribute material that is threatening, abusive, orobscene. At some companies, this may be grounds for termination.
introductionsThe most important rule to remember about introductions is don’t forget to makethem. How many times have you been in a situation where someone forgot tointroduce you, and you then felt embarrassed and uncomfortable? Should youintroduce yourself ? Here are some guidelines:
• It’s generally considered good manners to stand up if seated when you are beingintroduced to someone.
• Make eye contact, smile, and shake hands (see “handshakes”).
• If you are introducing someone, always provide the person’s name and title. “This isRon Smith, sales manager for the eastern region.”
• The client is always the most important person in the room and should be introducedfirst. “Sue, I’d like you to meet Ron Smith, sales manager for the eastern region. SueWarner is our client from Nebraska.”
• If someone forgets to introduce you, introduce yourself. “Hello. I’m Ron Smith. I don’t believe we’ve met.”
jokesA good joke can make your day, and a sense of humor can turn even the mosttedious tasks to fun. But jokes that are in poor taste or that could offend others areoff-limits at work. Here are some guidelines:
• Never tell off-color, vulgar, or sexual jokes.
• Never tell racial, ethnic, or religious jokes.
• Practical jokes are out of place.
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• Don’t send sexually explicit jokes or photographs by e-mail to people at work. What if the recipient opened the e-mail and an embarrassing picture appeared onthe screen just when a co-worker stopped by?
• Be careful about trying to be humorous in an e-mail message. The recipient won’tbe able to “read” your tone or your body language and may misinterpret yourhumorous comment as serious.
kitchen courtesiesIf your company has a kitchen, lunchroom, or cafeteria, you know what it’s like toshare refrigerators, sinks, and microwave ovens with dozens or even hundreds ofpeople. Here are some basic courtesies to practice if you share a break room orlunchroom:
• If making coffee is everyone’s job, start a new pot when you take the last cup. If there is a charge for coffee, pay your share.
• Avoid heating strong-smelling foods like fish in the company microwave. It’s notcourteous to the next user.
• Remove your old food and leftoversfrom the company refrigerator.
• Don’t store a week’s worth of lunchesin the company refrigerator. Leavespace for others.
• Never take or “borrow” anyone else’sfood from the company refrigerator.
• Clean up after yourself. Wipe upspills. Don’t leave your dirty dishesbehind. Properly dispose of trash and soda bottles.
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QUESTION
Mary sits next to John and can hear jokes that hedownloads from the computer. They are in poortaste and offend her. What should she do?
ANSWER
Mary has three options she could try. (1) She coulddiscuss her concern with her manager and ask thather manager address it. (2) Mary could approachJohn directly if she feels comfortable doing this,explain to him that she is uncomfortable with hisjokes, and ask him to please stop. (3) She couldtalk with her HR representative about her concern,and ask that HR ensure that her concern isaddressed with John.
language A few simple reminders:
• Use polite and appropriate language in all your communications both inside andoutside the company.
• Speak the primary language of your workplace. Speaking a foreign language in front of co-workers who do not understand it can make people feel excluded and uncomfortable.
• It’s normal to feel frustrated at work from time to time. But that doesn’t give youpermission to use offensive or disrespectful language. Cursing and swearing arenever appropriate at work. Swearing makes others uncomfortable. The next timeyou’re frustrated, try taking the advice of James V. O’Connor, author of Cuss Control:The Complete Book on How to Curb Your Cursing. Instead of using a four-letter word,try saying “baloney,” “hokum,” or “hogwash”—words that won’t offend anybody.
meetingsOne whole year of the average person’s life is spent in meetings, according to theComplete Business Etiquette Handbook. (And much more if you are a manager.)Meetings that drag on for hours, or where little gets accomplished, can be frustratingfor everyone. Here are some tips:
• When scheduling a meeting, ask yourself, “Is a meeting necessary?” The purpose ofa meeting is to share information quickly and efficiently and to invite discussion.Maybe you could accomplish what needs to get done with a phone call or an e-mailmessage instead of a meeting. For example, if all you need to do is distribute infor-mation but you don’t need people’s feedback, you might be able to do that with asimple memo.
• When requesting a meeting, give as much advance notice as possible. State the timeand place of the meeting and its purpose. Give any necessary background information.
• Schedule meetings in core hours—not too early or late, so that others can meet personal responsibilities.
• Prepare an agenda that clearly outlines what topics will be covered at the meeting.Try to send the agenda out a day in advance. Send out background materials aheadof time, too.
• Be prepared for the meeting, whether you are chairing it or you are a participant.Know what you’re expected to contribute. If you’re unsure why you were invited tothe meeting, check with the organizer.
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• If you can’t attend a meeting, let the person who called the meeting know as soon aspossible.
• Start meetings on time. If you’re attending a meeting, be sure to arrive on time. Ifyou are late, apologize and give the reason if you can do so without being disruptive.
• Schedule breaks during long meetings.
• Keep your eye on the time if you are chairing the meeting, and stick to the agenda.
• Discourage interruptions.
• Present information clearly and concisely.
• If interest appears to be lagging, change the format by asking questions.
• In a decision-making meeting, encourage everyone to offer opinions and suggestions.
• At the end of the meeting, review key points made at the meeting and what stepsneed to be taken next. Make sure follow-up items are delegated before you adjourn.
• Thank everyone for coming.
• Send follow-up notes or minutes from the meeting, if appropriate.
monday morning tipsHere are some ways to get a good start on your workweek. (If you work nights ordon’t start your workweek on Monday morning, these tips apply to whenever youstart your workweek.)
• Make a list on Friday afternoon of what needs to be accomplished Monday. Thatwill make it easier to get started on Monday morning.
• Spend the first 15 or 20 minutes on Monday morning reviewing the upcomingweek—setting goals and establishing priorities for each day. Include what you’d liketo accomplish in your personal life.
• Try not to schedule a meeting for first thing Monday morning, before you have hada chance to settle in and set your priorities for the week.
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QUESTION
What if you work near someone who uses languagethat offends you? What should you do?
ANSWER
If you need help resolving an issue that directlyconcerns you, the best resource in most situa-tions is your manager. If this approach doesn’twork or does not seem appropriate, contact yourHR representative. It’s important that you ask forhelp when you need it.
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• Check in with your manager and other members of your team or department to seewhat issues or projects they foresee coming up during the week.
• Ask others about their weekend—how it went, what they did. Share your experiences.
• Buy yourself or someone else flowers for their desk.
moneyIt’s best not to talk about money at work—how much you earn, how much yourmerit increase or bonus was, or whether you met your sales quota.
According to a survey by Accountemps in MenloPark, California, employees are the most produc-tive on Tuesdays and the least productive onFridays.
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Name tags
Office equipment
Parent talk
Praise
Quarrels, conflicts, and complaints
Respect
Restroom etiquette
Speakerphone and teleconference calls
Stress
N to S
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name tagsSome companies require employees to wear identification badges at all times. Findout from your HR representative or supervisor if you are required to do so. Theproper place to wear a stick-on name tag, the kind you get at a meeting or confer-ence, for example, is up high near your right shoulder.
office equipment On a busy day, there’s nothing more annoying than finding the office printer out ofpaper or the photocopier jammed or out of order.
• If you share a printer with others, refill it with paper when it’s empty.
• Always reset machines to the original settings after using them. For example, if youused the photocopier and you set the machine for legal-sized paper or three-hole-punch paper, return it to the standard-sized paper setting when you’re finished.
• If a co-worker has left a confidential document at the fax machine, photocopier, orprinter, exercise politeness and restraint. Don’t read it. Return it to the person orput it in an envelope and leave it in the person’s mailbox with a note: “You left thisat the fax machine. I didn’t read it.”
• If a machine isn’t working, report the problem to the appropriate person or department.
• Don’t use office equipment for personal matters.
parent talkYou love your children and they’re probably the cutest and most special people inthe world. But that doesn’t mean it’s polite to talk about them excessively at work.Be sensitive to the fact that some of your co-workers don’t have children or justdon’t want to talk about their children.
QUESTION
Should you bring your child to work?
praisePraise a job well done. When you notice a job well done, pick up the phone, send anote, or walk by and tell your co-worker: “Great job!” Even supervisors appreciatepositive feedback, as in “Thanks for noticing.” And when someone praises you orpays you a compliment, remember to say thank you.
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• Talk ahead of time with your child about what toexpect at work. (She won’t be allowed to roamaround alone or interrupt or disturb others whoare working.)
• Pay close attention to how much noise your childis making, and check periodically with nearby co-workers to make sure they aren’t being disturbed.
• Try to schedule time for a special break togetherwith your child.
• Clean up after your child.
ANSWER
Every parent has faced this question when schoolis closed or a child care provider is sick. Check withyour HR department to see what help might beavailable in finding child care. And ask what thepolicy is about bringing your child to work. Youprobably shouldn’t consider bringing your youngchild to work unless she is old enough to enter-tain herself for long stretches of time. If it’s OKwith your company and you do bring your childin for the day, remember to:
• Bring along books, art supplies, snacks, and toysto keep your child happily occupied.
quarrels, conflicts, and complaints When you work closely with people, even with people you like very much, you’rebound to disagree with one another or have occasional conflicts. Many times stressis the cause of differences. Most differences between co-workers resolve themselves.Here are some ways to resolve problems in a professional way and to avoid hurt feelings:
• Identify what’s bothering you. Writing it down may help you clarify the problem.
• Don’t let problems and conflicts linger. The sooner you work to resolve a conflict,the better.
• Use direct channels of communication. If you have a complaint about a co-worker,talk to your co-worker first, not to your manager. Don’t talk to others behind yourco-worker’s back.
• Set up a time to talk about the problem with your co-worker. This should be aplanned meeting, not a quick talk in the hallway. You might say, “I’d like to talkabout an issue. Could we arrange a time to get together?”
• Plan ahead and write down what you are going to say. You want the conversation to stay controlled and focused.
• Make it clear from the start that your goal is to build a strong working relationship.You could begin by saying, “I’m glad we’re talking, because I want to try to solvethis problem that’s been interfering with our work.”
• Make an effort to stay calm and not to sound argumentative or combative duringthe discussion.
• Offer solutions and suggestions for fixing what’s wrong.
• If the problem persists, find someone to help you. It may be your manager or someone from your company’s HR department.
• If a problem is bigger than you can handle yourself, one trusted co-worker or super-visor who is familiar with the situation might be able to give you valuable feedback.You could also find out how your company’s HR department or EAP might help.
• If you have a complaint about the company, seek to resolve it through the company’sinternal resources—e.g., your manager, the HR department, or the next-higherlevel of management.
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respect When you respect the people with whom you work, relationships at work are morepleasant and satisfying.
• Don’t make racial, ethnic, or sexist remarks, jokes, or generalities. Don’t makeremarks or jokes about sexual orientation.
• Avoid stereotypes.
• Remember that people of different religions and cultures celebrate different holidays. Be knowledgeable about those dates and don’t schedule meetings or parties at those times.
• Be respectful of people’s values and beliefs, dietary restrictions, and preferences.Don’t assume, for example, that everyone will want to participate in a “Secret Santa”swap or attend a work party at a bar. When in doubt, ask the person what his or her preferences are. “We’d like to hold a celebration for our department. What shallwe order to eat?”
• Be respectful of age differences. Don’t make assumptions about age. Treat everyone equitably.
• Don’t assume that a younger colleague or administrative assistant in another area is available to do your work.
• Respect the rights of others not to join in a work celebration, contribute to a gift,or donate to a fundraiser or cause.
• Be respectful of differences in financial resources. Instead of making a regular habitof going out to lunch together, which might be a financial strain for some people,try having lunch together in a way that allows people the option of bringing foodfrom home. Avoid talking about clothes or other purchases in ways that mightmake others feel inadequate or uncomfortable.
restroom etiquette You know the rules:
• Help keep the bathroom clean.
• Put paper towels in the trash.
• Report any shortage of supplies to the appropriate person at your company.
• Watch what you say. You never know who’s in the room or might come in the room.
• Make sure the toilet flushes completely.
• Practice good hygiene. Remember to wash your hands.
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speakerphone and teleconference calls Speakerphone calls and teleconference calls—with several people in different locationstalking on the telephone—are becoming more and more common as the work worldbecomes more global. Here are some tips:
• Try to avoid using a speakerphone if you work in a cubicle or other open workspacebecause co-workers could be distracted by your conversations.
• Arrange telephone equipment before the call begins. Moving the speakerphone ormicrophone during the phone call may make noise and interrupt the conversation.Place the phone centrally so that everyone in the room can hear, and as close to thepeople speaking as possible.
• Shut your door if you have one when using a speakerphone.
• When using a speakerphone, always begin by telling people on the line that you areon a speakerphone. Also, be sure to let them know who else is in the room.
• Speak slightly louder than usual.
• Begin a teleconference call with introductions.
• Consider using the mute button if you are not expecting to say anything for anextended period. Just remember to turn it off when you want to speak.
• If there are several people on the call, identify yourself before you speak. “This isSuzanne. I agree that…”
• Wait for a pause before speaking so that you don’t talk over someone else.
• Remember that normal sounds are amplified on speakerphone and teleconferencecalls. Pay attention to how loudly you are breathing.
• Before asking a question, you might ask the facilitator or moderator, “Are you takingquestions now?”
• Never put the phone on hold when you are on a teleconference. If you do, otherson the call may be drowned out by the “hold music.”
• If you are the facilitator or moderator, check with each person or site on the line to be sure everyone has had a chance to say what they wanted to say before endingthe call.
• If you will be leaving before the teleconference call has ended, and if it is appropri-ate and won’t interrupt the flow of the meeting, let others know that you have to go,and say goodbye.
Embarrassing telephone moment Sarah was on a teleconference call with clients andco-workers when her second phone line rang.Forgetting to press the mute button on her tele-conference call, she answered the ringing phone.
It was her mother. “Mom, I can’t talk to you rightnow. Not now!” she shouted to her mother and toeveryone else listening in at the teleconference.
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stress Some degree of positive stress can actually be good for you—it stimulates you topeak performance for an important task and is also linked with feelings of joy andexhilaration. But stress is not healthy when it is experienced day in and day out. It’s important to be aware of the symptoms of stress and to consult your doctor rightaway and make changes in your life if you are feeling any of these symptoms:
• difficulty sleeping
• headaches
• neck or back pain
• muscle tension
• chest pains
• heart palpitations or shortness of breath
• stomach pain or upset stomach
• sweaty hands or feet
• irritability or anger
• depression
• fatigue, inactivity, or lack of energy
• increase in use of prescription drugs or alcohol
If you are experiencing any of these symptoms, you should start to pay close atten-tion to your stress. You may be living with a level of stress that could put yourhealth, work, or family life at risk. Along with eating healthy meals, getting enoughsleep, and making time for exercise, here are some steps you can take to begin toreduce the stress in your life:
• Try stress reduction techniques such as deep breathing or meditation.
• Try to build a pause into your day—whether it’s a quiet break at work, meals withfriends or family, or a walk before or after work.
• Give yourself permission to take care of your own needs.
• Take advantage of the programs and benefits your company offers to assist you inbalancing the demands of your work and your personal life.
• Save voice messages that make you smile from people you care about and play themback when you need a boost.
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T to Z
Teams and being a team player
Telephone tips
Thank-you notes
Tidy and neat
Time
Unwritten rules
Vacations
Voice mail
Workspace etiquette
X-rated material
Yelling
Zero tolerance
teams and being a team player Teamwork can be both exciting and challenging. Here are some ways to be a goodteam player:
• Be open to other people’s ideas and suggestions.
• Take an interest in the people around you and listen to what they have to say.
• Try to be flexible.
• Ask how you can help.
• Make sure everyone has a chance to express his or her ideas.
• Share the credit with others for a job well done.
• If your team makes decisions by consensus and you disagree with the decision, stateyour concerns, then support the decision.
telephone tips Whether you spend minutes or hours on the phone each day at work, you’ll do better if you follow these guidelines:
Do:
• Do answer the phone with a courteous hello and an appropriate greeting.
• Do try to return telephone calls within 24 hours, if not sooner.
• Do identify yourself when you place a call. Don’t expect the person on the otherend of the line to recognize your voice. “Hello Kate, this is Mark Jones.”
• Do ask, “Is this a good time to talk?” before launching into a conversation with theperson you’re calling. Or you might begin the call by saying, “I hope I’m not inter-rupting.” If the person sounds busy, let him or her know how long your question orrequest will take. “I have a question. This shouldn’t take more than five minutes.”
• Do limit the number of personal calls you make. (If you need to make a personalcall and you need privacy, ask your manager ahead of time if there is a private spacewhere you could make a call—perhaps in a conference room or an unused office.Or step outside and use your cell phone.)
• Do maintain professional telephone etiquette when working and taking calls fromhome. That means screening out the sounds of noisy children, the tea kettlewhistling, or your dog barking in the background when you’re on a work call.
• Do check messages before you leave for an appointment or a lunch date. It could bethe person you’re expecting to meet saying they have to cancel.
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The average person spends a year of his life look-ing for lost objects, according to a survey inAmerican Demographics magazine.
Don’t:
• Don’t give out the phone number of a co-workerto someone you don’t know—take a message.(Many companies prohibit giving out employees’ home phone numbers or addressesto anyone for any reason.)
• Don’t eat while you are on the phone.
• Don’t do other things while you are on an important call. You want to be fully prepared and focused.
• Don’t keep someone on hold for more than a minute. It’s better to call them back.
thank-you notes Thank-you notes matter as much in your work life as they do in your personal life.Here are some reminders:
• Send a thank-you note when someone other than a close friend takes you to lunchor dinner or invites you to their home for dinner.
• Send a thank-you note when someone goes above and beyond the call of duty and doesa special favor for you, or goes out of their way to help you with a project or job.
• In general, thank-you notes should be handwritten.
• Try to send thank-you notes right away—preferably within 24 hours after the event.
tidy and neat We all have different standards of neatness and ways of organizing our workspace.While you may be relaxed about neatness at home, it’s important to follow the guide-lines set by your company about neatness at work. Here are some tips:
• Straighten up your workspace before a client visit. Keep any area that customers willsee as orderly as possible. (That includes your car if you are on the road and will behosting customers in your car.)
• Leave all common areas as tidy and neat as you found them—that includes thekitchen or dining area, break room, meeting rooms, and restrooms.
• Always throw food stuff away—including empty bottles, wrappers, food containers,and cans.
• Keep at least one area of your workspace neat so that you are able to find importantpapers and invoices right away.
• Set aside a time each week or month to straighten up your workspace. File or throwaway papers. Sharpen pencils. Empty your recycling bin if you use one.
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QUESTION
I work next to someone whose work area is a realmess and it drives me crazy. What should I do?
ANSWER
First, you need to ask yourself if your co-worker’smessy work area affects your ability to get your jobdone. If it does not, then there really isn’t muchthat you can do, except explain to the person thatit may create an image problem if a customer orclient sees it. If your co-worker’s messy work areadoes affect your ability to get your job done,explain to your co-worker the negative effect it ishaving on your job, and ask if she could pleaseclean up her work area. If nothing gets better, thentalk to your manager about the problem.
timeBeing on time is a basic courtesy and a sign of respect.
• Arrive at meetings on time.
• Return from your break on time.
• Call to let people know if you are going to be late.
• Respond promptly to phone messages and e-mail messages.
unwritten rules Every workplace has rules of conduct and behavior that aren’t written down but thatare important to know and follow. It can sometimes be difficult to know what theunwritten rules are. You might ask your manager or a knowledgeable co-worker youtrust, “What are some of the unwritten rules around here that I should be aware of ?”Here are some common ones to keep in mind:
• Don’t drink excessively at any company function.
• Don’t flirt or make any sexual advances to anyone at work.
• Don’t talk about your personal problems to co-workers unless you are close friendsoutside of work.
• Keep your religious views private.
• Attend to details of personal hygiene, such as flossing your teeth or clipping yourfingernails, in the privacy of the restroom.
• Always try to cover your mouth and nose with a tissue or your hand when sneezingor coughing. (And remember to wash your hands.)
• Follow the “chain of command.” If you have a problem or concern, start with your manager. If you don’t get satisfaction, go to HR and politely find out who elseyou can speak with in the organization. Or, contact the program that provided thispublication.
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QUESTION
Are there unwritten rules I should be aware ofabout “after-hours behavior”—the way I behaveafter work?
ANSWER
People may let down their guard when socializingwith co-workers outside of work, especially ifalcohol is involved. It’s important to rememberthat any time and anywhere you are interactingwith a co-worker—even a co-worker who is afriend—you also have a business relationship.
vacationsTake your vacation time. You need it! Time off helps you reduce stress, improveyour mood, and return to work refreshed. Leave your computer and job worriesbehind so you can concentrate on friends, family, and yourself. Before leaving forvacation, remember to:
• Hand off any pending work or projects to a co-worker or assistant.
• Let clients and customers know you will be away.
• Turn on your out-of-office e-mail message, so that clients and co-workers knowhow long you will be away, and indicate whom to contact in your absence. Let peo-ple know if you will be checking your messages while you are away.
• Change your outgoing telephone voice-mail message to reflect your absence, andtell callers when you’ll return.
When you return from vacation, remember to:
• Turn off your out-of-office e-mail message and change your telephone voice-mail message to let people know you’re back at work.
• Be sensitive to those around you when talking about your time away. Co-workerswho did not get to go to the warm beaches of Florida may not want to hear forhours on end about what a wonderful time you had.
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voice mail Here are some voice-mail reminders:
• Indicate on your voice-mail message if you are out of the office, when you will beback, and whom to contact if the caller needs help right away.
• Make sure that your voice-mail message is current.
• Be concise when leaving messages on someone’s machine or voice mail. Often, avoice-mail system will limit the length of incoming messages to one or two minutes.Know what you’re going to say before you place the call. And say your name andnumber slowly.
• When leaving a voice-mail message for someone who doesn’t know you, repeat yourname and number at the end of the message to make it easier for the person to writedown your contact information.
• Don’t listen to your voice-mail messages on speakerphone if other people can overhear.
workspace etiquette Whatever your workspace looks like—whether it’s a cubicle, office, or a space youshare with dozens of other employees—there are common courtesies that will helpeveryone co-exist happily:
• Don’t invade other people’s workspaces. Don’t read the papers on someone’s desk, or ask, “Hey, what’s that on your computer screen?” Never sit in someone’s space todo paperwork or use the phone without the person’s permission.
• In your own workspace, try not to talk too loudly when you are on the phone. It makes it hard for the people around you to concentrate on their work.
• If you are going to use your speakerphone, go to a private area or shut your door ifyou have one, so the noise won’t distract others.
• When you are in open spaces, remember that others can hear what you are saying.Don’t talk about others. Try not to eavesdrop when in cubicles or other open spaces.
• Don’t “borrow” items from other people’s workspaces.
• Be sensitive to the fact that strong-smelling foods can affect the people around you.If the person who sits next to you is a vegetarian, you might want to take yoursteak-and-cheese sub to another area.
• Use good taste and common sense when decorating your workspace. Avoid hangingpictures, slogans, or posters that could offend others on your bulletin board, walls,or locker.
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• Use earphones if you listen to a radio, audio files, or music in your workspace.
• Don’t hold loud or boisterous conversations near other people’s workspaces. Find aplace to talk where you won’t disturb others.
x-rated material X-rated photographs, letters, posters, pictures, e-mail, magazines, and language areoff-limits at work.
yellingIt’s never OK to yell at or insult the people with whom you work. If you do raiseyour voice or yell at someone, always apologize.
zero tolerance Your company probably has a “zero-tolerance” violence prevention policy, and youshould be familiar with it. A zero-tolerance policy means that you can be disciplinedor terminated for any of the following: injuring another person physically, engagingin behavior that creates fear of injury in another person or that causes another per-son extreme emotional distress, possessing or using a weapon on company premises,damaging company property intentionally, or committing acts of harassment.
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The pages that follow describe the written and unwritten rules of
the workplace. Included are practical and tactical tips to help you
navigate the world of work. You’ll find advice on improving your
“people skills”—from communicating with
co-workers to resolving problems to being a team player. You’ll find
tips on using e-mail, fax machines, and the telephone. You’ll find
suggestions on how to take care of yourself and reduce stress in
your work life. You’ll even find basic rules of
etiquette and common courtesy.
If you have other work tips or ideas you’d like us to
consider for our next edition, send us an e-mail at
61121-1010