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Professional Development
I started conducting etiquette-training sessions in the mid 90s. The typical program focused on good manners and business protocol. Fast-forward to the new millennium and I am discussing etiquette topics that were unknown a decade ago, like appropriate use of cell phones, PDAs and electronic mail. Interesting thing about etiquette: It constantly changes to keep up with society, technology and new business philosophies. Who would have thought or accepted the notion of 'business casual' anytime other than on 90-degree summer days? Or that a named partner would be called by his or her first name?
Unfortunately, along with dressing down our attire and our diminished show of respect for station or attained status, we have also lost our common courtesies and basic levels of good etiquette. Look around your firm and observe. I challenge you to spend time listening and watching how the partners, associates and staff interact with each other. To help you in your observations, look for the following types of etiquette circumstances.
- Have people stopped saying 'please' and 'thank you' for basic niceties?
- Do the lawyers know the firm's protocol for meetings, retreats and other activities?
- Do people introduce each other to visitors, clients or other new faces in the office?
- At meetings, are people seated in an arrangement that is conducive to a positive working situation?
- Are basic dining and table manners missing?
A Major Issue
Now that you have observed the need for some etiquette training, here are some other items you can place in your arsenal to help convince management that this should be offered. First is increased exposure from articles published in The Wall Street Journal, The New York Times and similar publications identifying etiquette as a major issue in the business world. As Generation Y is entering the work force and the Boomers are moving out, there is a marked difference in the level of sophistication of business interactions. Second, and the most important reason to offer an etiquette tune- up, is when you receive feedback from others about the poor manners of one of your partners, associates or staff members. Simple acts like welcoming clients, offering a seat or pronouncing a difficult name correctly can warm a client's heart. On the other hand, when partners read Blackberrys during meetings, take cell phone calls or otherwise show a lack of respect for the clients' time, it can be deadly to the relationship.
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