Reader Question: Office Etiquette

Etiquette at the office is a large topic and an important part of the efficiency and atmosphere we all share during our busy work days. From time to time I’ll touch on certain aspects of this dynamic as questions arise. I recently received the following email from a gentleman in the northern part of the province.

Good morning Mr. Remer,

As I looked forward each Saturday to your column, it occurred to me that perhaps, with your training & experience, you might be able to solve an inter-office conundrum. It's not exactly driving me crazy, but probably putting me on the designated pathway.

I am from the "typewriter age", in which the efforts put into my correspondence are done in respect of my recipient’s intelligence and accuracy requirements. Alas, within our company are two secretaries who clearly have grown up in the "instant message" age, where acronyms are common and spelling, grammar, etc. are not. I have tried being humorous, returning notes which I have horribly misspelled and/or made grammatically incorrect, as well as an occasional low level of teasing, with no change whatsoever.

Would you have any suggestions as to corrective methods, short of calling them illiterate?

Thanks, Dwayne.

Good Morning Dwayne.

I understand your dilemma. I would handle this by reminding them that clients do not appreciate misspellings and incorrect grammar. They should never send a memo or any correspondence without using spell check and grammar check first. Oddly enough, they are probably aware that they can't spell and simply don't care. Such an attitude has been known to cost people their jobs. I have no idea what your position is relative to theirs, but whoever their

supervisor is should know how to handle this.

Regards,

Jay Remer

In fact this is just one of many annoying practices that have evolved in today’s lightning fast paced business world. Good communication is very important and this includes both verbal and written skills. Just because we have the ability to send messages around the globe at warp speed doesn’t mean that any less care should go into crafting their content. On most computers today, in the office software, there are spelling and grammar check options. I suggest using them all the time, but remember that many words slip by spell checks If a word is spelled correctly spell check accepts it; spell check does NOT put in the intended word and so proof reading is still very important. If you are sending an important document, it is advisable to have another set of eyes check it for this very reason. Be careful when you select which mode of communication to use when sending a message. Emails are fast and efficient and work well in most cases. An actual letter received in the mail is likely to get more attention and provides the receiver with

something to reference back to and to file. A hand written letter will receive the most attention and should be reserved for personal and thank you notes.

In many instances, cubicles have replaced offices. Because the new spaces are not totally enclosed, the conversations one has with clients, while on the phone or while speaking with colleagues can be overheard. Verbal communications should be carried out keeping in mind that others can and will hear much of what you have to say. Respect for one another’s space is so important in these instances. If you are having a conversation which should be confidential, make sure you have it in a private office with the door closed. Hearing only a glimpse of a private conversation can set off the rumor mill around the water cooler like gas on a fire. But another aspect of showing this respect is that the noise from conversations, much like the news bulletins coming from a colleagues computer, are very annoying to listen to. It distracts one from concentration and is a source of stress. In a word, it is rude.

Speaking in a loud voice on the telephone or on one of the many hand held devices is also very distracting. I notice this in offices, in airports and in walking down the street. Frankly I am not interested in details of one’s private life, nor am I interested in listening to how authoritative one is or is going to be the next time so and so steps out line. I am less interested in their views on politics, religion and their private sex lives. But for some reason, since the very introduction of cell phones, many people seem to think that we all want to share in their personal stories. Guess what? We don’t! Speaking in public about private matters is generally a symptom of one’s insecurity and complete lack of consideration for others. It is a reflection on one’s own self respect. The sooner we practice these respectful ways of communicating, the sooner they will become habits and the sooner the office will be a more productive and stress free environment in which to work.

Reader Question: Ring a Ding

Dear Jay,

My husband and I have enjoyed your columns. We have had lively discussion with friends regarding napkins and seating arrangements at dinner parties. I have two questions: Firstly: how should one answer the telephone at one's home, and how should employees be instructed to answer a business phone? Secondly, shouldn't one announce who is making the phone call? I find it disconcerting when I have no idea to whom I'm speaking. Thank you, Jay.

Yours truly,

V.R.

Dear V.R.,

Thanks for asking these good questions. Answering the telephone at home and at work does have different protocols and manners associated with them. At home, one should answer the telephone with an enthusiastic ‘hello’. The tone of one’s voice says a lot about your frame of mind. Even if you’re not in a good mood, and you decide to answer the phone, inject warmth into your voice. It makes others feel good. If you can’t manage to do this, which some people just can’t, then let the answering machine take the call. If the call is for someone else, refrain from shouting out the person’s name if they are in another room or on another floor. It’s rude and upsetting to others who can hear you. For that matter, if you need to speak with someone who is visually out of sight and likely out of earshot of a normal voice, get up and go to that person. If someone does that to me, I don’t answer. Call me old fashioned, but it was not tolerated in my household when I was growing up.

Teach children how to have good telephone manners as well. You must understand these good manners yourself. It’s kind of like men wearing hats (or baseball caps or toques) indoors. How are children supposed to learn that that’s just wrong if you don’t teach them by example? Answering telephones can be a serious matter. Wearing a hat inside the house is just disrespectful and bad manners. Strangers can call and unsuspecting children can give out way too much information. I remember calling a friend’s house once, looking for either him or his wife. The house sitter answered the phone and told me that they would be away for a week. I had not identified myself, and had I been a thief, with the information she gave me, I would have been able to stage a robbery. Moreover, if small children are at home, a kidnapping could have taken place. I know this may sound alarmist to some folks, but this stuff happens and it is extremely important to teach your children at an early age exactly what to say.

Apologize if you dial a wrong number; don’t eat or drink while speaking on the phone as those unattractive sounds are magnified; and turn down the radio or TV when answering a call for the same reason. Keep a note pad and pencil by each phone and write down messages which will be clear and have all of the pertinent information. Make every effort to return any calls within 24 hours. And if you do not want to answer the telephone, for whatever reason, don't!

At the office, the protocol is somewhat different. Still, a cheery voice gives a good impression of your company. You never know when the call coming in is from a first time caller. It helps to actually smile when you answer the phone. Unless you have your own home business, an enthusiastic ‘hello’ is not sufficient. It is much better to answer with “Windsor House, Jay speaking”, or “Good afternoon, the Windsor House”. Recorded greetings which direct you somewhere else are totally annoying. We all really want to get a live person on the wire. Telephone companies, banks and credit card companies are notorious for this.

If you are an executive assistant, be sure to always use an honorific (Mr., Dr. or Ms.) before the person’s name. For example, say, “Dr. Smith’s office, Ms. Jones speaking.” This gives the proper dignity due the person being phoned. When calling, and you get the secretary of the person you are looking for, feel free to leave a complicated massage if the secretary is capable. Some corporations have highly skilled executive secretaries that can make heaven and earth move. Establishing working relationships with these individuals on the phone can be incredibly helpful in conducting future business.

In answer to your second question, yes it is necessary to identify yourself when you place a call. It is frustrating to be carrying on a conversation with someone only to later realize you have the wrong person on the other end of the phone. Being mindful of another’s time is also a courtesy to extend. Ask if this is a good time to speak with the other person. In any event, be sure to be civil on the phone. Never raise your voice or lose your temper.This is a sure fire way to lose a client or a contact. I find a pleasant phone call can make my day. One that goes on and on can have the opposite effect. Showing respect for one another is the name of the game.