9780814472422

The Etiquette Edge

by
  • ISBN13:

    9780814472422

  • ISBN10:

    0814472427

  • Format: Paperback
  • Copyright: 2005-07-01
  • Publisher: Amacom Books

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Summary

In today's increasingly diverse and ever-changing work environments, the old rules of conduct often don't seem to apply anymore. Customs vary, and language and cultural differences, not to mention evolving office hierarchies, are among the many factors making interaction an increasingly complex challenge.The Etiquette Edge offers a clear, common-sense approach to making courtesy, etiquette and respect for others a competitive advantage in the workplace. Rather than dwelling on dry, nitpicky "rules," the book emphasizes appropriate, effective communication and behaviour as a means to get ahead. Simply written and containingquizzes, checklists and sidebar examples, the book shows readers how to:- Recover from a major workplace faux pas- Handle sensitive e-mail and phone communications- Make a great impression on bosses, and get along with "enemies"- Deliver unwelcome information, including condolences- Manage confrontations with courtesy.

Author Biography

Beverly Langford is president of LMA Communication, a consulting, training, and coaching firm that works with organizations and individuals on strategic communication and message development. She teaches managerial communication at Georgia State University’s Robinson College of Business. She lives in Atlanta, Georgia.

Table of Contents

Acknowledgments xiii
Introduction: The Case for Courtesy 1(1)
The Value of Courtesy to Your Career
1(1)
Who Can Use This Book?
2(1)
How to Get the Most from This Book
3(1)
Test Your Courtesy Quotient (CQ)
3(6)
PART 1: Everyday Courtesy as a Credibility Builder
9(52)
Twenty-First Century Manners: Can Courtesy Survive in the Brave New World?
11(6)
The High Cost of Incivility
12(1)
Taking Personal Responsibility
13(2)
What's In It for You?
15(1)
The Constantly Changing Rules
15(1)
The Bottom Line
16(1)
Action Plan
16(1)
Credibility: Creating It and Keeping It
17(4)
Mastering the Art of Straight Talk
18(2)
The Bottom Line
20(1)
Action Plan
20(1)
Develop Your Gratitude Attitude: Say ``Thank You'' and Mean It
21(4)
When in Doubt
21(3)
The Bottom Line
24(1)
Action Plan
24(1)
I See What You're Saying: Are Your Unspoken Messages Telling on You?
25(8)
What Exactly Is Nonverbal Communication?
25(2)
The Power of Nonverbal Communication
27(1)
Interpreting Nonverbal Communication
27(2)
Courtesy Is as Courtesy Does
29(1)
Synchronize Your Body Language
30(1)
Common Body Language and Its Meaning
30(2)
The Bottom Line
32(1)
Action Plan
32(1)
What the $%#*!& Is Going On Here? Should We Put a Leash on Our Language?
33(4)
Obscenity Goes Mainstream
33(1)
The Professional Cost of Cursing
34(1)
Is Vulgarity a First Amendment Right?
34(2)
The Bottom Line
36(1)
Action Plan
36(1)
Tell Me Less: Some Things Are Better Left Unsaid
37(6)
Rebuilding the Barriers at Work
37(1)
Balancing Openness and Privacy
38(3)
When You Are the Recipient of Unwanted Information
41(1)
What You Don't Say Tells a Lot
41(1)
The Bottom Line
41(1)
Action Plan
42(1)
Praiseworthy Praise: Giving Compliments that Count
43(5)
The Power of Praise
43(1)
Giving Praise
43(3)
Praise as Feedback
46(1)
Accepting Praise
46(1)
The Bottom Line
46(1)
Action Plan
47(1)
What Did You Say? Developing Your Ability to Listen
48(4)
Listen for Success
49(1)
The Bottom Line
50(1)
Action Plan
51(1)
Convenience or Curse? Is It Time for a Cell Phone Reality Check?
52(3)
Keep the Technology in Perspective
53(1)
The Bottom Line
54(1)
Action Plan
54(1)
Travel Courtesy: Don't Leave Home Without It
55(6)
Keeping the Skies Friendly
55(2)
Once You Land: Courtesy at Home or Abroad
57(2)
The Bottom Line
59(1)
Action Plan
60(1)
PART 2: Best Behaviors at Work: Interacting with Bosses and Peers
61(82)
Terror on Both Sides of the Desk: Relieving Interview Stress
63(9)
Guidelines for the Interviewee
63(4)
Guidelines for the Interviewer
67(3)
On Either Side of the Desk
70(1)
The Bottom Line
71(1)
Action Plan
71(1)
The New Job: Getting Started on the Right Foot
72(5)
Plan for Success in a New Position
72(3)
The Bottom Line
75(1)
Action Plan
76(1)
Office Space: Make Working Together More Enjoyable and Productive
77(6)
Be a Considerate Colleague
77(4)
A Team Approach to a Harmonious Workplace
81(1)
The Bottom Line
82(1)
Action Plan
82(1)
E-Mail: Think Before You Send
83(7)
E-Mail Can Be Tricky Business
83(6)
Leverage the Advantages of E-Mail
89(1)
The Bottom Line
89(1)
Action Plan
89(1)
Using the Telephone Productively: Conversations, Teleconferencing, and Voice Mail Messaging
90(7)
Telephone Basics
90(5)
Look for Ways to Make the Medium Work for You and Others
95(1)
The Bottom Line
95(1)
Action Plan
96(1)
Are We Having a Casual Crisis? Coping with Dress Code Confusion
97(5)
The Packaging Matters
98(3)
The Bottom Line
101(1)
Action Plan
101(1)
Getting Along with Your Manager: Spotting and Solving Personality Problems
102(6)
Before You Take the Job
102(3)
Once You're on Board
105(2)
The Bottom Line
107(1)
Action Plan
107(1)
Loving Your Enemies: Coping with the Price of Success
108(4)
Managing the Price of Success
109(1)
The Bottom Line
110(1)
Action Plan
111(1)
When Your Best Friend Becomes Your Boss: Balancing the Professional and the Personal
112(5)
Reinventing the Rules of Friendship
112(4)
The Bottom Line
116(1)
Action Plan
116(1)
How to Leave a Job: Making a Graceful Exit
117(5)
Leaving Gracefully
117(4)
The Last Impression
121(1)
The Bottom Line
121(1)
Action Plan
121(1)
Refuse to Schmooze and You Lose: Cultivating the Social Side of Business
122(5)
Be Professional, Not Antisocial
122(3)
Schmoozing: More than Just Parties
125(1)
It's All About Relationships
125(1)
The Bottom Line
125(1)
Action Plan
126(1)
Let's Do Lunch: Dining Your Way to Success
127(5)
When You Are the Host
128(2)
If You Are the Guest
130(1)
When All Is Said and Done
130(1)
The Bottom Line
131(1)
Action Plan
131(1)
Standing Out in the Crowd: Getting Noticed Without Becoming Notorious
132(5)
Take a Proactive Approach
132(2)
Make Yourself a Star at Work
134(1)
The Bottom Line
135(1)
Action Plan
136(1)
He Said, She Said: When the Gender Gap Seems as Wide as the Grand Canyon
137(6)
Men and Women Really Are Different
137(1)
Bridging the Gender Divide
138(3)
The Bottom Line
141(1)
Action Plan
142(1)
PART 3: Handling Sensitive Issues: Courtesy and Building Trust
143(36)
When Silence Is Not a Virtue: Complaining Without Carping
145(5)
Complain with a Purpose
145(3)
Be Generous with Compliments
148(1)
The Bottom Line
149(1)
Action Plan
149(1)
When an Apology Is in Order: Saying ``I'm Sorry''
150(4)
The Rewards of Apologizing
150(1)
How to Make a Meaningful Apology
150(2)
Accepting an Apology Gracefully
152(1)
The Bottom Line
153(1)
Action Plan
153(1)
Tell It Like It Is: Delivering Unwelcome Information Without Doing Permanent Damage
154(6)
Take Time to Plan
154(5)
A Final Thought
159(1)
The Bottom Line
159(1)
Action Plan
159(1)
Confronting with Courtesy: Preserving Relationships While Resolving Differences
160(7)
Levels and Sources of Conflict
160(1)
Avoiding the High Cost of Unresolved Conflict
161(4)
The Bottom Line
165(1)
Action Plan
166(1)
When the Worst Happens: Dealing with Tragedy and Death
167(6)
The Do's of Dealing with Another's Grief
168(1)
The Don'ts of Relating to a Person's Grief
169(2)
The Most Valuable Response
171(1)
The Bottom Line
171(1)
Action Plan
172(1)
Citizenship in the Global Village
173(6)
Avoid Cross-Cultural Communication Pitfalls
173(4)
Be a Constant Learner
177(1)
The Bottom Line
177(1)
Action Plan
178(1)
A Final Word 179(2)
Bibliography 181(6)
Index 187

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