Office Etiquette

Office etiquette involves appropriate behavior that promotes positive interactions between co-workers.  Appropriate behavior is determined by standard or expections relating to concepts such as professionalism.  Many of these behaviors are not found in the employee handbook.  Even though it is not written anywhere, appropriate behavior is expected, and make not mistake - whether it is right or wrong, fair or unfair, the behavior of managers, directors and senior executives is closely scrutinized by other employees.

So, this essay addresses, expected behavior and not required behaviors. Here are several examples of expected behaviors in the credit and collection department:

• Greet your co-worker by name each morning.
• Wish them a pleasant evening when you leave.
• Treat salespeople with the respect they deserve for doing the type of work most people would not want to do or would not have the self-confidence to do well.
• Try to answer your phone rather than allowing it to go into voice mail.
• Remember to return voice mail messages the same day you receive them, especially from your internal customers and in particular your salespeople.  Why?  Because often the reason they are calling you is that a customer (often an irate customer) has called them.
• Don't eat at your desk because your desk is a work station, not a picnic table.
• Offer help when something needs to be done.
• Be courteous on the telephone, regardless of what the person calling has to say.
• Be punctual.  An employer can accept that workers are occasionally late to work, but being late for a meeting during the day indicates the employee is careless, or disorganized.
• Do not leave sensitive or confidential material on your desk where anyone might find it. If it's confidential, lock it up.
• Don't be a clock watcher. If there is an important assignment to be completed, offer to stay until it is done - and don't worry about overtime or comp time... that will take care of itself.
• Don't use a speaker phone except for conference calls. If you need to use your hands, get a hands free headset instead.
• Don't use strong perfume or cologne. What is a pleasant scent to some is offensive to others.
• Even when you are in a hurry, take time for common courtesies.
• Keep company secrets, secret. Having a reputation as one who cannot maintain confidentiality does not bode well for your future with the company.
• Knock before entering someone else's office.  Wait to be invited in.
• Limit the number of personal calls to family and friends, and keep all such calls brief.
• Remember that not everyone has the same sense of humor. Leave joke telling to comedians on television so you don't inadvertently offend a customer or a co-worker.
• Remember that your appearance and the appearance of your office or workstation makes an immediate impression on others. Sloppiness is highly visible and has an immediate impact. It is easy for someone to associate a messy office or work station with an individual who is careless about their work.
• The rule for paying the tab for a meal is easy to remember.. the person who extends the invitation pays.
• Treat rude people with patience and courtesy. It is the best way to deal with such people.

© 2010 by Michael C. Dennis.  All Rights Reserved.  Michael C. Dennis is the author of "1001 Collection Tools and Tips."