IMPORTANCE OF ETIQUETTE IN LIFE AND

THE ROLE IT PLAYS AT WORKPLACE

Etiquette is what you are doing and saying when people are looking and listening.
What you are thinking is your business.” – Virginia Cary Hudson
Polite behaviour and decorum are a must – the rules are unwritten and apply to
social situations and workplace relationships. In the workplace, especially,
business etiquette includes working professionally, maintain proper manners
and engage with co-workers in a spirit of cooperation and respect. Business
etiquette is easily noticeable – both when it is present and absent. It makes you
stand out among a sea of people and increases one’s chances of achieving greater
success in your choice of job. Business etiquette is closely aligned to appreciating
diversity – when you respect the varied backgrounds and cultures of the people
you work with, you will conduct yourself in accordance. You will be mindful of
the things you should say and do or not say and not do. Business etiquette is the
glue that binds people and keeps them happy in an otherwise stressed out job
and market environment. It is extremely important to practice business etiquette
to succeed – it fosters good relationships not just with employees but also
customers and other business vital partners.

Failure to indulge in and practice good business etiquette will inevitably put
stumbling blocks in the path to success. No one likes to work with or be
associated with unpleasant people – hence a company and its people that don’t
practice business etiquette will soon be shunned. Considerate people and those
attentive to the needs of others are able to forge stronger business relationships,
which are extremely crucial to survive in the business world. Through the
practice of business etiquette, a company and its employees earn respect and
trust from customers, other key players in the market, stakeholders and also
learn to respect and appreciate each other more. A congenial work environment
is a productive and highly beneficial place to be in.
Business etiquette is significant from the point of view of building rapport and a
solid foundation within the business community. Good manners foster positive
relationships and as people work with you they appreciate politeness and are
more willing to enhance the relationships. Business etiquette is also about
smooth communication skills – even if a person does not understand or too
fluent in a particular language, communication will remain effective given the
respect and trust between people. A person that believes in and practices
business etiquette will – actively listen, provide constructive feedback, pay
attention when someone speaks to them, is more likely to smile and make eye
contact, speak clearly and avoid any language or words that could be
misunderstood and display other such proper behaviours.

Business etiquette also includes maintaining professionalism and proper conduct

when communicating with people through virtual communication channels.
Social media, email, on-line chats and other such virtual communication are now
indispensable in business relations. Being aware of business etiquette would
entail that communication via these channels is clear, precise, concise and
meticulously written. For example – bold, underlined, capital letters, use of
different colours, multiple question or exclamation marks and other such written
matter is construed as extremely rude and often cause a breakdown in
communication. It is also not professional to use emoticons when communicating
with a business client or customer. In the spoken language, it is possible to
explain immediately if the other person misunderstands a word or expression.
However, in written communication extreme caution and restraint must be
exercised when formulating the email / letter.
Business etiquette is not only about the spoken word. It also encompasses overall
demeanour and non-verbal cues. It is about dressing and having an appearance
that would not be offensive and uncomfortable for others in the workplace, given
a diverse workforce. Business etiquette demands that each person dresses and
conducts themselves professionally and be mindful to pick up cues from those
with whom one works with. Another factor of business etiquette is respecting the
space and time of others – remember to be punctual for meetings, arriving at the
office and other such behaviours that will not have people waiting for you. It
helps to take cues from those one works with such that behaviour is aligned with
the needs and expectations of others. As we mentioned earlier, business etiquette
is an unwritten code of conduct and is not only for the top brass of the company
but must be a general norm / culture and value of the company. In some jobs or
positions though, business etiquette may be required in an elevated form and
more often than other positions – customer service, sales and marketing and
other such job roles require employees to have a heightened awareness of
business etiquette and good manners.
People and companies that display good business etiquette are considered to be
professional, respectful and serious about their job and relationships with their
customers, company and co-workers. Such individuals and companies are highly
regarded in the world of business and put themselves on the road to success and
moving ahead rapidly in their career. In addition, understand business etiquette
of many cultures facilitates better communication and opens up opportunities for
business and a spurt of innovative ideas brought about by the interaction of
people from across industries, countries, experience levels, knowledge base and
skills. When people in an organization work and conduct themselves within the
framework of business etiquette they give lesser preference to their own
communication styles, culture and management inclinations, thereby keeping
biases, prejudices and self-centred behaviour aside.
Making good and lasting impressions is also a big part of business etiquette.
Sloppy appearances, unkempt face and hair and other such slovenly behaviour
constitutes disrespect for those who you work for and with. People outside of the
company too form impressions of the company based on the outward
appearances of the employees – careless and untidy appearances make people
believe that the company overall operates in this fashion and could result in lost
business, since no one is interested in working with people who do not take their
work and business relationships seriously. Perceptions become reality.
Business etiquette does not begin and end in the office alone. Maintaining good
manners and decorum in business gatherings, meetings and lunches or dinners is
also an essential part of business etiquette. There is a rather amusing and
simultaneously sad incident a friend told me about that I recall – this one person
had extremely poor manners especially during office parties. He was loud, would
get in people’s way, would start eating and drinking before others and continue
eating till much later. He also had very poor manners while eating – making loud
slurping and chewing noises. The sad part was that he did not realize these poor
behaviours and everyone else was too embarrassed to tell him either. As a result he
was often left alone during such gatherings. People with good table and social
manners on the other hand, are extremely popular in such gatherings and are
able to win over the attention and appreciation of their colleagues, superiors and
others attending these gatherings.

It is the duty of a company to put down in writing certain ground rules that
would constitute business etiquette. With such established guidelines and rules
in place people would know when their behaviour is appropriate and when it is a
violation of etiquettes. Without such communication, employee behaviour
towards the company and each other would not follow a pattern and could result
in breakdown of communication and conflicts. Business etiquette encourages
solidarity, fellowship and unity among the people in the company and when
people work together they achieve greater heights and gain more success for
themselves and the company they work in. Treating each other and the company
with respect is a very basic requirement for any business relationship and proper
business etiquette leads to individual development and enhances the reputation
and profitability of the company.
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The main importance of etiquette in workplace are

 Builds Strong Relationships
Professional behavior helps build strong relationships among management, staff and clients
because proper etiquette entails honest and fair dealings with everyone. People appreciate
honesty in their business dealings. If a manager is honest with a client about a mistake he made
 instead of trying to cover it up, the client is likely to feel respected and will trust the mananger
and the business in the future. According to EE Compendium, people like others who have good
manners and are more likely to buy from those they like than those they do not. Loyalty to a
business is generated through the solid relations developed by consistent professionalism and
integrity shown by all company employees. Business owners should demand good etiquette from
their employees and should model this themselves.

 Promotes Positive Atmosphere

A good working environment is fostered by good business etiquette. When management and
workers treat one another with the respect and sensitivity dictated by good business manners, it
creates a positive working atmosphere. For instance, when the staff takes the time to express
gratitude to fellow workers for their work efforts, it makes for a more congenial workplace. When
employees feel comfortable, they are likely to be more productive, work better as teammates and
maintain upbeat attitudes that help sell their products or services. Good etiquette should be
stressed throughout the entire company as, according to CBM Training, a single person on staff
displaying a lack of etiquette can ruin the working environment for everyone.

Reflects Confidence
Prevents Misunderstandings
Fine business etiquette reflects confidence because the individual is seen as someone who is
together and knows what to say and how to say it. A worker dealing with an upset customer, for
example, can take the customer to a private office or space, listen attentively to the concerns and
speak calmly and respectfully to the client so the client relaxes and responds well to the confident
worker who used business etiquette to successfully handle the situation. A confident approach
helps the company's marketability. Customers feel more secure dealing with a manager or other
staff member who displays exceptional business manners. Confidence also boosts the morale of
workers who feel they can accomplish more and react positively to change.