The Etiquette Edge: The Unspoken Rules for Business Success
"Intelligence, ambition, and skill can take you a long way to achieving your career goals—but no matter where or with whom you work, one of the factors most essential to your success is knowing how to act and interact with your colleagues. In the modern workplace, if you lack good communications skills, social savvy, and a sense of appropriate behavior, you’ll be going nowhere fast.\ The Etiquette Edge gives you a clear, commonsense approach to making “good behavior” a competitive advantage....
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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, commonsense 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 behavior as a means to get ahead. Simply written and containing quizzes, 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 (Atlanta, GA) 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.
PrefaceAcknowledgmentsIntroduction: The Case for CourtesyTest Your Courtesy Quotient (CQ)Part 1: Everyday Courtesy as a Credibility BuilderChapter 1: Twenty-First Century Manners: Can Courtesy Survive in the BraveNew World? The High Cost of Incivility Taking Personal Responsibility What's In It for You? The Constantly Changing Rules The Bottom Line Action PlanChapter 2: Credibility: Creating It and Keeping It Mastering the Art of Straight Talk The Bottom Line Action PlanChapter 3: Develop Your Gratitude Attitude: Say "Thank You" and Mean It When in Doubt The Bottom Line Action PlanChapter 4: I See What You're Saying: Are Your Unspoken Messages Telling onYou? What Exactly Is Nonverbal Communication? The Power of Nonverbal Communication Interpreting Nonverbal Communication Courtesy Is as Courtesy Does Synchronize Your Body Language Common Body Language and Its Meaning The Bottom Line Action PlanChapter 5: What the $%#*!& Is Going On Here? Should We Put a Leash on OurLanguage? Obscenity Goes Mainstream The Professional Cost of Cursing Is Vulgarity a First Amendment Right? The Bottom Line Action PlanChapter 6: Tell Me Less: Some Things Are Better Left Unsaid Rebuilding the Barriers at Work Think Before You Speak or Write Don't Expect or Demand Reciprocity When You Are the Recipient of Unwanted Information What You Don't Say Tells a Lot The Bottom Line Action PlanChapter 7: Praiseworthy Praise: Giving Compliments that Count The Power of Praise Giving Praise Accepting Praise The Bottom Line Action PlanChapter 8: Can Anybody Hear Me? Developing Your Ability to Listen Listen for Success The Bottom Line Action PlanChapter 9: Convenience or Curse? Is It Time for a Cell Phone Reality Check? Keep the Technology in Perspective The Bottom Line Action PlanChapter 10: Travel Courtesy: Don't Leave Home Without It Keeping the Skies Friendly Once You Land: Courtesy at Home or Abroad The Bottom Line Action PlanPart 2: Best Behaviors at Work: Interacting with Bosses and PeersChapter 11: Fear on Both Sides of the Desk: Relieving Interview Stress Guidelines for the Interviewee Guidelines for the Interviewer On Either Side of the Desk The Bottom Line Action PlanChapter 12: The New Job: Getting Started on the Right Foot Plan for Success in a New Position The Bottom Line Action PlanChapter 13: Office Space: Make Working Together More Enjoyable andProductive Be a Considerate Colleague A Team Approach to a Harmonious Workplace The Bottom Line Action PlanChapter 14: E-Mail: Think Before You Send E-mail Can Be Tricky Business Leverage the Advantages of E-mail The Bottom Line Action PlanChapter 15: Using the Telephone Productively: Conversations,Teleconferencing, and Voice Mail Messaging Telephone Basics Look for Ways to Make the Medium Work for You and Others The Bottom Line Action PlanChapter 16: Are We Having a Casual Crisis? Coping with Dress Code Confusion The Packaging Matters The Bottom Line Action PlanChapter 17: Getting Along with Your Manager: Spotting and SolvingPersonality Problems Before You Take the Job Once You're on Board The Bottom Line Action PlanChapter 18: Loving Your Enemies: Coping with the Price of Success Managing the Price of Success The Bottom Line Action PlanChapter 19: When Your Best Friend Becomes Your Boss: Balancing theProfessional and the Personal Reinventing the Rules of Friendship The Bottom Line Action PlanChapter 20: How to Leave a Job: Making a Graceful Exit Leaving Gracefully The Last Impression The Bottom Line Action PlanChapter 21: Refuse to Schmooze and You Lose: Cultivating the Social Side ofBusiness Be Professional, Not Antisocial Schmoozing: More than Just Parties It's All About Relationships The Bottom Line Action PlanChapter 22: Let's Do Lunch: Dining Your Way to Success When You Are the Host If You Are the Guest When All Is Said and Done The Bottom Line Action PlanChapter 23: Standing Out in the Crowd: Getting Noticed Without BecomingNotorious Take a Proactive Approach Make Yourself a Star at Work The Bottom Line Action PlanChapter 24: He Said, She Said: When the Gender Gap Seems as Large as theGrand Canyon Men and Women Really Are Different Bridging the Gender Divide The Bottom Line Action PlanPart 3: Handling Sensitive Issues: Courtesy and Building TrustChapter 25: Silence Is Not a Virtue: Complaining Without Carping Complain with a Purpose Be Generous with Compliments The Bottom Line Action PlanChapter 26: When an Apology Is in Order: Saying "I'm Sorry" The Rewards of Apologizing How to Make a Meaningful Apology Accepting an Apology Gracefully The Bottom Line Action PlanChapter 27: Tell It Like It Is: Delivering Unwelcome Information WithoutDoing Permanent Damage Take Time to Plan The Bottom Line Action PlanChapter 28: Confronting with Courtesy: Preserving Relationships WhileResolving Differences Levels and Sources of Conflict Avoiding the High Cost of Unresolved Conflict The Bottom Line Action PlanChapter 29: When the Worst Happens: Dealing with Tragedy and Death The Do's of Dealing with Another's Grief The Don'ts of Relating to a Person's Grief The Most Valuable Response The Bottom Line Action PlanChapter 30: Citizenship in the Global Village Avoid Cross-Cultural Communication Pitfalls Be a Constant Learner The Bottom Line Action PlanA Final Word Bibliography
\ From the Publisher"... a clear, common-sense primer to etiquette in the business world.”\ -Dallas Morning News\ \ \
