As a child, do you remember hearing “Excuse me, where are your manners?” While it appeared at the time to be just something that our parents or elders said, in hindsight they may have been trying to instil in us values as well as prepare us to mix with others in social and work settings outside of the family home.

As time has passed and the way that we that live and conduct business has changed, so to have the behaviours and manners of some people in work and corporate settings. While some may question the concept and relevance of “manners” or etiquette in a work place setting, it may impact on the culture, environment, professionalism and perception of the individual and/or business in the market place. Further more, while some may not appreciate or take notice of manners or corporate etiquette, it may only take one example of inappropriate manners or etiquette to change the way that people perceive or do business with you. With this in mind, below are some things to consider in regards to instilling corporate etiquette within the workplace:

Be aware of the different cultural aspects of business etiquette.
This is particularly important when doing business with people from different countries or cultures. In order to improve the way that you do business and to avoid the possibility of offending others, consider taking the time to research the customs and business practices of the organisation or country that you intend to liaise with. Where appropriate, you may be required to adjust your behaviour to suit the individual. For example, in some countries it is customary to address people by their title and surname, e.g. Mr Smith instead of by their first name.

Maintain an environment that is equal employment opportunity focussed (EEO), avoids discrimination, operates ethically, promotes a culture that supports and respects people and appreciates differences.

When greeting guests consider your welcome.
For example, is it appropriate to shake-hands, offer refreshments, exchange business cards, introduce colleagues etc. Take into consideration that not everyone is the same and that people respond to new situations differently. Consider what makes you feel welcome and comfortable in new environments and adjust your behaviour appropriately.

Remember that first impressions count.
Regardless of whether the first time that you make contact with someone is via phone, email or face to face, first impressions count and can create a variety of reactions that may impact on the way that people see and do business with you. Things to consider include appropriate dress and grooming, speed and tone of your voice, language used in emails and in conversation, your greeting, punctuality etc.

Be punctual.
In a business environment, time is precious and worth money. Tardiness may not only be viewed as a sign of business or personal inefficiency but also the sign of poor manners. Punctuality creates a positive impression and demonstrates that you or your business is efficient. If you are running late, consider contacting the person or company to apologise and to advise them of your estimated time of arrival. Aavoid excuses, simply apologise and try not to be late again.

Set and stick to an agenda.
In order to avoid wasting time in meetings, consider setting and sticking to an agenda. If there is time available at the end of the meeting, consider if it is appropriate to talk about other business issues or non-business issues. It is still important to consider the other persons time, avoid holding them up and be aware that some people will only stick to the agenda and do not mix business and personal issues together.

Consider the use of email and phone contact
Email is a classic example of a change in the way that we do business. While some may see it as fast or efficient, it is not always the best way to communicate with others. In a recent Australian study of 1000 senior level managers, 69% said that email contributes to high levels of stress. The study reported that 80% of those surveyed spend more than 20% of their time dealing with emails (approx 35 emails per day). Interestingly, what added to the stress component of email was the sensitivity/misinterpretation of material. (Source- Human Resources Magazine 12/2003). With this in mind, consider the appropriateness and efficiency of using email to communicate across all subjects. Is it more appropriate to pick up the telephone and speak to the right person? Consider if in some situations, using the phone is more efficient, allows you to clarify your conversation more effectively and builds rapport. This may be particularly important when building relationships with new customers or dealing with difficult or sensitive situations. It is also important that you are aware of conducting business or speaking to others using a mobile phone. While this may not be a concern to all, things to consider include the quality or clarity of the call, background noise and the timing of the call.

Consider returning or responding to calls or emails
While it may not always be possible to return calls or emails promptly, a failure to respond at all can lead to frustration and may impact on the way that people treat or do business with you. Consider the timing and service level of communication that you provide to all internal and external customers. Where appropriate, consider changing voice mail messages to advise people of your daily availability, activate “out of office” messages on your email and advise customers of alternate methods of contacting you e.g. send email, leave voice mail message, contact other team members etc. If you are unable to talk with people when they call, consider letting them know and arranging a suitable time to contact them and diarise the return call.

Consider being up front and honest
Being up front and honest with people may be seen by many as the best policy, but the important part to this philosophy is the way in which you deliver your message. For example, if you receive a call or email about a service or product that you are genuinely not interested in, consider letting the person know in a professional manner. In this instance it is important to keep in mind that you may have a need for the product or service in the future or come across the individual or business at another time. It is also important that you stay patient and avoid being “too pushy” or direct when dealing with others as people may be offended and it may impact on their decision to do business with you in the future.

With this in mind, it is also important to that you try to avoid making promises or commitments that you can't keep as people may see this in different ways. Some may see it as inefficient and others may view you as rude or unprofessional.

Consider who should pay?
If conducting business over a meal or coffee, consider who should pay. Things to consider include - Who instigated the offer? Is it appropriate for you to pay or should each person pay individually? Could it possibly be viewed as inappropriate behaviour (e.g. coercion, pay back, bribery etc)?

Remember your manners
Simply saying “please” or “thank you” can have a huge impact on people's perception of you or your company. Follow up letters, calls or emails of thanks may be effective when used appropriately. Etiquette can also go a step further and lean towards the realm of “political correctness”. Again, while some may question the relevance or extent of political correctness, it is important not to assume anything. What one person may find humorous, another may find offensive. It is also important to keep in mind things such as making comments about other company's products or services, making personal or derogatory comments about people, telling people what they should do, the way you handle objections, body language, words or language, sending gifts to existing or potential clients etc.

No matter how much the business world changes or the pace of life increases, inappropriate manners or business etiquette can impact on the way that people perceive and treat you. It can also impact on whether an organisation decides to do business with you or your company. In many ways, appropriate etiquette is more than just “good” manners, it's about many things including, culture, environment, professionalism, perception, business and survival in the market place.