Often, when some managers hear the words "office etiquette," they cringe. Not because it's an especially difficult topic to understand, but because they know that tackling office etiquette issues in today's fast paced office environment is a tricky balance, requiring time, attention, and sensitive communication, all of which can be in short supply when stress levels are high, deadlines loom, and demands of productivity are always present.
Office Etiquette encompasses much more than just being polite around the water cooler. In today's office environment, handling these issues properly can mean the difference between an office working in harmony, and one is general discord. In the customer service industry, office etiquette issues take on special meaning, as these issues can potentially impact customer service, and translate into lost customers and poor quality and image.
At a recent call center client's location, co-workers shared their cubicle workstations with those on another shift. The company was flexible with policies on personal items that could be kept at workstations, and employees were allowed to choose the background image displayed on their computer, as long as it was not considered offensive. One member of my team was a young man who was interested in music, and liked to have things at his desk related to the music he liked. The individual he shared his cubical with did not enjoy the music-related images that were being displayed on his computer screen and at his desk. The differences in the way each individual chose to express their personalities within their cubicle impacted the other in ways not immediately apparent on the surface, but led to each feeling as though their work environment was not their own. Handling this situation was a challenge. Both parties had to be heard and a common ground had to be reached.
This is just one example of how delicate office etiquette issues can get. There are methods to make handling these issues easier, while promoting a sense of team togetherness among employees at the same time. These methods depend not only on clear one-on-one communication, but also on preventative communication to create a positive work environment.
To clarify the meaning of "office etiquette," here are few common topics that fall under this category of work issues. Most office settings, at one time or another, are faced with these topics.
? Respect for co-workers
? Accepting the ideas of others
? Collaboration/Team Work
? Equipment use and abuse
? Personal use of computers
? Destruction of company property
? Carelessness with equipment
? Email etiquette
? Distractions to co-workers
? Office Safety
? Cleanliness
? Personal hygiene
Many companies are seeking the best ways to talk about these topics without alienating employees. The key is to proactively and positively communicate policies regarding office etiquette consistently to everyone. A variety of communication methods can be employed to convey office etiquette issues: memos, postings, department meetings and emails. One-on-one conversations are also a great way to relay policies in a gentle, positive way.
With this type of communication, it's vital to explain why rules of etiquette are important and to make it clear that etiquette rules are not written to make things difficult for employees, but rather to create equity and fairness in the workplace.
Incorporating humor whenever possible helps to make the message memorable and well received and relate office etiquette rules to other etiquette rules that exist outside of the workplace, such as on the playing field, in the home, and in restaurants.
Traditionally, companies have used media like posters and bulletin boards to introduce humor around these issues. However, since the emergence of the Internet, new alternatives have arrived, like the animated messages created by Marastar communications, called ToonUps. ToonUps are 30-60 second customizable animations that can be presented in Power Point presentations, E-mails, Corporate Intranets and Learning Management Systems. These animations are designed to positively and efficiently communicate employee workplace and training messages, and bring humor to the everyday topics addressed in all workplace environments.
Click here to view samples of animated email and PowerPoint ToonUp messages addressing Office Etiquette, and see how you can make your employee communication memorable, relevant and motivating!
I've found that educating your team on office etiquette is beneficial on several levels:
? Employee knowledge of existing office etiquette rules will help prevent misunderstandings and possible HR issues.
? Teams that observe office etiquette guidelines are more productive because fewer interpersonal issues exist to distract them. Employees can focus more easily on the tasks at hand.
? Frequent and humorous employee communication about simple topics like office etiquette can open doors for more challenging issues that may not otherwise be discussed with management.
Communication about office etiquette is sure to positively impact your office environment, employee morale, and promote high customer service quality and positive company image. Don't wait until the issue is at your desk to start the conversation. Employ all available resources to develop a communication program that rolls out office etiquette messages consistently, efficiently and positively.
Finally, check out Internet tools like the ToonUps at http://www.marastar.com to find out more about how you can animate your communication and deal proactively with sticky issues like office etiquette, before they become a real problem.
Since 1995, Sharon Grand, Direct Marketing Consultant for Grand Communications, has provided communication and training solutions to national corporate clients such as Advanta, Discover Card, Commerce Bank, Citizens Telecom, Progressive Insurance and CapMark Financial.
Based outside of Philadelphia, PA, Sharon helps businesses achieve success through assertive and creative training strategies. Services include training implementation, script development, performance monitoring and account management. Prior to her consulting practice, Sharon received a Bachelor of Arts Degree in Marketing and Communications from Temple University and worked for over a decade as Trainer and Marketing Director for an international outsource call center company.