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.

Offering an etiquette program at your firm will help improve all aspects of your firm's image. Everything being equal between two lawyers, the one with good etiquette and a polite manner will win the client, his/her colleagues, and the staff's support. As long as the program that is offered is upbeat, positive and presented in an effective manner, it will be perceived in an affirmative way.

There are a few issues that might stand in the way of executing this new initiative. If top management does not perceive there is a need for this training, it will never be accepted as an activity that can improve the firm. It is important not to implement this in a remedial manner, because if this happens the very people you want to attend might be insulted so they refuse to participate. Lack of money to hire a speaker and lack of space to host such a program would also be obstacles to overcome.

For Your Consideration

Before implementing an etiquette a program, here are few more things to consider:

• What do you really want to accomplish by offering this program?
• Why do you think it is important?
• Who should attend?
• When is the best time to offer this program?
• Where would you conduct the program?

Be sure you have answered the above questions, because a well-designed program is the key to getting good audience attendance, and hopefully good reviews, so others will want to attend future programs.

Finding a Trainer

The next step is finding the right person to conduct your training. There are two options: an in-house person, or an outside consultant. There are a variety of certification courses available for an in-house person to attend to become 'qualified,' at least in content knowledge, to conduct a training session. Beware of this option, however, because it is like a person teaching horseback riding, but never having ridden before he or she took the three-day 'how to teach riding' class. How ingrained is the true nature of understanding etiquette if one has not been practicing it his or her whole life?

As for an outside expert, I had 109,000 hits when I googled etiquette consultants. To find the right one to fit your firm's culture, you must review his or her credentials and call at least four or five references. I recommend an in-person interview so you can tell if your candidate's personality will mesh with your firm. Of course, the final decision should be based on the content of the program the consultant intends to deliver.

Content

When reviewing program content, look for a combination of basic dining and general etiquette skills as a start. Added to this, look for content that expands into client relationship skills that can cover topics such as being a host and dealing with electronic communications. Proper correspondence may be a lost art in
the e-mail world, but old-fashioned written notes should be addressed as a form of good etiquette. And finally, depending on your firm's needs, a discussion of proper attire might be appropriate.

There are a multitude of topics that can be, and maybe for your firm, should be addressed through an etiquette workshop. But no matter the content, a well-planned business etiquette program will provide the members of your firm with the skills and knowledge to handle themselves in most any situation. Good manners and proper etiquette will lead to a welcoming and comfortable environment that will set your firm apart from the competition.

Dr. Sharon Meit Abrahams, a member of this newsletter's Board of Editors, is the Director of Professional Development for McDermott Will & Emery, LLP. Reach her at [email protected].

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.

Offering an etiquette program at your firm will help improve all aspects of your firm's image. Everything being equal between two lawyers, the one with good etiquette and a polite manner will win the client, his/her colleagues, and the staff's support. As long as the program that is offered is upbeat, positive and presented in an effective manner, it will be perceived in an affirmative way.

There are a few issues that might stand in the way of executing this new initiative. If top management does not perceive there is a need for this training, it will never be accepted as an activity that can improve the firm. It is important not to implement this in a remedial manner, because if this happens the very people you want to attend might be insulted so they refuse to participate. Lack of money to hire a speaker and lack of space to host such a program would also be obstacles to overcome.

For Your Consideration

Before implementing an etiquette a program, here are few more things to consider:

• What do you really want to accomplish by offering this program?
• Why do you think it is important?
• Who should attend?
• When is the best time to offer this program?
• Where would you conduct the program?

Be sure you have answered the above questions, because a well-designed program is the key to getting good audience attendance, and hopefully good reviews, so others will want to attend future programs.

Finding a Trainer

The next step is finding the right person to conduct your training. There are two options: an in-house person, or an outside consultant. There are a variety of certification courses available for an in-house person to attend to become 'qualified,' at least in content knowledge, to conduct a training session. Beware of this option, however, because it is like a person teaching horseback riding, but never having ridden before he or she took the three-day 'how to teach riding' class. How ingrained is the true nature of understanding etiquette if one has not been practicing it his or her whole life?

As for an outside expert, I had 109,000 hits when I googled etiquette consultants. To find the right one to fit your firm's culture, you must review his or her credentials and call at least four or five references. I recommend an in-person interview so you can tell if your candidate's personality will mesh with your firm. Of course, the final decision should be based on the content of the program the consultant intends to deliver.

Content

When reviewing program content, look for a combination of basic dining and general etiquette skills as a start. Added to this, look for content that expands into client relationship skills that can cover topics such as being a host and dealing with electronic communications. Proper correspondence may be a lost art in
the e-mail world, but old-fashioned written notes should be addressed as a form of good etiquette. And finally, depending on your firm's needs, a discussion of proper attire might be appropriate.

There are a multitude of topics that can be, and maybe for your firm, should be addressed through an etiquette workshop. But no matter the content, a well-planned business etiquette program will provide the members of your firm with the skills and knowledge to handle themselves in most any situation. Good manners and proper etiquette will lead to a welcoming and comfortable environment that will set your firm apart from the competition.

Dr. Sharon Meit Abrahams, a member of this newsletter's Board of Editors, is the Director of Professional Development for McDermott Will & Emery, LLP. Reach her at [email protected].