Business Etiquette is a Must for Every Business

For any business to be a success, business etiquette is essential. It oils the machinery of business and keeps it running smoothly. It is disarming.

Not a few observers insist they have witnessed its practical demonstration. For instance, Gordon Barrett, a Lagos-based management company, struck the right cord recently in a business etiquette workshop in Lagos. The workshop exposed participants to the rudiments of basic courtesy in business, and practical business etiquette to use in building and maintaining relationships with co-workers or subordinates, as well as with individuals who have disabilities.

Business etiquette was defined as the conduct or procedures that are generally acceptable in the workplace; a set of unspoken expectations people meet or find when they meet with you. The workshop stressed that when you do not use manners and common courtesies when dealing with people it shows lack of consideration or professionalism. Etiquette and professionalism go hand-in-hand. Knowing people’s names, knowing what to wear on ‘dress down’ day in the office, knowing what humour is appropriate with co-workers or customers, and handling a person that comes on too strong.

If you do not use the expected common courtesies in business, people will start to pass judgements about you that can be damaging. How? Employees will feel unappreciated and may become cynical and distrustful; you wouldn’t be trusted by your managers, employees and peers, customers may even feel slighted or make constant complaints, and you may be left out of committees, meetings, or social functions.

Some commentaries will help to explain these. For example, in an office where superiors are fond of calling junior staff foul names or use abusive languages whenever they felt like it, may not bring out the best in the staff but is even worse when it concerns customers.

In addition, participants were advised on how to deal with feelings of powerlessness and helplessness, by tackling what they can control and explore other alternatives, like examining high performing leaders in their industry, monitor journals, magazines and newspapers related to their businesses.

Other solutions proffered include exploring trends that affect organisations, identifying current abilities that will be needed for future success, brainstorming the consequences of not changing, asking what worst thing that can happen if nothing changes, and arranging for benchmarking visits to competitors.

Another solution is the need to build resilience, which has to do with increasing self-awareness, taking ownership, expecting the best, and communication. There were also issues of continuous learning, formation of alliances and strengthening relationship with ‘the boss’ by aligning with his values, goals, image and vision, and being solution-focused when relating with him.

Patience According to Wikipedia, patience is the state of endurance under difficult circumstances, which can mean persevering in the face of delay or provocation without acting (annoyance/anger) in a negative way; or exhibiting forbearance when under strain, especially when faced with longer-term difficulties. It refers to the character trait of being steadfast.

The Gordon Barrett workshop asked the question: ‘How do you put on your best game and act patient when you are not feeling that way?’ It explains that lack of patience is usually an issue of time, that is, you feel as if other demands are more pressing, such as “someone is taking too long at something you feel can be done more efficiently by you.”

It advised that you ‘fake it until you make it. How? By reminding yourself that work keeps and will be waiting for you when you are done; if you have a meeting to attend or pressing deadline, tell the person you are rushed and offer to help later or refer him to someone else who can help immediately. Ask yourself what is the worst that can happen if you have to wait a few extra minutes; do not be self-centred; do not act rushed, even if you feel that way, stay calm and do not complain.

First impression The workshop stressed that first impression matters a lot. It explained that everything you do and say not only affect you, but the organisation as well, and went on to recommend that you make your first word count; be positive, use the person’s name, and send a thanks message.

More importantly, it pointed out that you can sabotage a good first impression with careless language, lazy expressions, gum chewing, throat clearing, and inappropriate touching.

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