The Etiquette Edge: The Unspoken Rules for Business Success

Overview

"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. Packed with quizzes, ...

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The Etiquette Edge: The Unspoken Rules for Business Success

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Overview

"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. Packed with quizzes, helpful checklists, and clear examples, this practical book shows you how to:

• Make a great impression on bosses, and get along with “enemies”

• Deliver uncomfortable-to-convey information with tact and finesse—including condolences

• Turn your body language into a communication asset

• Register complaints without sounding like a troublemaker

• Skillfully schmooze your way to success…and much more

Rather than dwelling on dry, nitpicky rules, The Etiquette Edge gives you the straight scoop on the most effective communication and behavior styles for negotiating the complex terrain of today’s workplace—and getting ahead!"

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Editorial Reviews

From the Publisher

"... a clear, common-sense primer to etiquette in the business world.”

-Dallas Morning News

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Product Details

  • ISBN-13: 9780814472422
  • Publisher: AMACOM
  • Publication date: 7/1/2005
  • Edition number: 1
  • Pages: 176
  • Sales rank: 694,435
  • Product dimensions: 6.16 (w) x 9.10 (h) x 0.55 (d)

Meet the Author

Beverly Langford 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.

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Table of Contents

"Acknowledgments

Introduction: The Case for Courtesy

Test Your Courtesy Quotient (CQ)

Part 1: Everyday Courtesy as a Credibility Builder

Chapter 1: Twenty-First Century Manners: Can Courtesy Survive in the Brave New World?

The High Cost of Incivility

Taking Personal Responsibility

What’s In It for You?

The Constantly Changing Rules

The Bottom Line

Action Plan

Chapter 2: Credibility: Creating It and Keeping It

Mastering the Art of Straight Talk

The Bottom Line

Action Plan

Chapter 3: Develop Your Gratitude Attitude: Say “Thank You” and Mean It

When in Doubt

The Bottom Line

Action Plan

Chapter 4: I See What You’re Saying: Are Your Unspoken Messages Telling on You?

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 Plan

Chapter 5: What the $%#*!& Is Going On Here? Should We Put a Leash on Our Language?

Obscenity Goes Mainstream

The Professional Cost of Cursing

Is Vulgarity a First Amendment Right?

The Bottom Line

Action Plan

Chapter 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 Plan

Chapter 7: Praiseworthy Praise: Giving Compliments that Count

The Power of Praise

Giving Praise

Accepting Praise

The Bottom Line

Action Plan

Chapter 8: Can Anybody Hear Me? Developing Your Ability to Listen

Listen for Success

The Bottom Line

Action Plan

Chapter 9: Convenience or Curse? Is It Time for a Cell Phone Reality Check?

Keep the Technology in Perspective

The Bottom Line

Action Plan

Chapter 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 Plan

Part 2: Best Behaviors at Work: Interacting with Bosses and Peers

Chapter 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 Plan

Chapter 12: The New Job: Getting Started on the Right Foot

Plan for Success in a New Position

The Bottom Line

Action Plan

Chapter 13: Office Space: Make Working Together More Enjoyable and Productive

Be a Considerate Colleague

A Team Approach to a Harmonious Workplace

The Bottom Line

Action Plan

Chapter 14: E-Mail: Think Before You Send

E-mail Can Be Tricky Business

Leverage the Advantages of E-mail

The Bottom Line

Action Plan

Chapter 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 Plan

Chapter 16: Are We Having a Casual Crisis? Coping with Dress Code Confusion

The Packaging Matters

The Bottom Line

Action Plan

Chapter 17: Getting Along with Your Manager: Spotting and Solving Personality Problems

Before You Take the Job

Once You’re on Board

The Bottom Line

Action Plan

Chapter 18: Loving Your Enemies: Coping with the Price of Success

Managing the Price of Success

The Bottom Line

Action Plan

Chapter 19: When Your Best Friend Becomes Your Boss: Balancing the Professional and the Personal

Reinventing the Rules of Friendship

The Bottom Line

Action Plan

Chapter 20: How to Leave a Job: Making a Graceful Exit

Leaving Gracefully

The Last Impression

The Bottom Line

Action Plan

Chapter 21: Refuse to Schmooze and You Lose: Cultivating the Social Side of Business

Be Professional, Not Antisocial

Schmoozing: More than Just Parties

It’s All About Relationships

The Bottom Line

Action Plan

Chapter 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 Plan

Chapter 23: Standing Out in the Crowd: Getting Noticed Without Becoming Notorious

Take a Proactive Approach

Make Yourself a Star at Work

The Bottom Line

Action Plan

Chapter 24: He Said, She Said: When the Gender Gap Seems as Large as the Grand Canyon

Men and Women Really Are Different

Bridging the Gender Divide

The Bottom Line

Action Plan

Part 3: Handling Sensitive Issues: Courtesy and Building Trust

Chapter 25: Silence Is Not a Virtue: Complaining Without Carping

Complain with a Purpose

Be Generous with Compliments

The Bottom Line

Action Plan

Chapter 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 Plan

Chapter 27: Tell It Like It Is: Delivering Unwelcome Information Without Doing Permanent Damage

Take Time to Plan

The Bottom Line

Action Plan

Chapter 28: Confronting with Courtesy: Preserving Relationships While Resolving Differences

Levels and Sources of Conflict

Avoiding the High Cost of Unresolved Conflict

The Bottom Line

Action Plan

Chapter 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 Plan

Chapter 30: Citizenship in the Global Village

Avoid Cross-Cultural Communication Pitfalls

Be a Constant Learner

The Bottom Line

Action Plan

A Final Word

Bibliography"

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