Like following driving rules, you need to learn the signposts and techniques for navigating expectations at work.

Step 1 – Learn

What are some of the most common mistakes? How can you learn the unwritten expectations and how to avoid unnecessary problems.

Step 2 – Check the Checklist

Check your understanding of the concepts presented. Make an educated guess about your workplace’s etiquette and get a reality check.

Professional Etiquette Module

Steps in this module:

1. Learn: Read the following brief document.
2. Apply new knowledge.
3. Complete the reflection activity.

Step 1 – Learn

Introduction

“Treat others the way you want to be treated.”

“Clean your plate.”

“Thank you for making breakfast for the family while I was sick.”

“No singing at the table.”

“You can not go until you clean your room.”

“I like how you use your words, not your fists.”

Have you ever heard these comments from parents or friends?

Every family, organization, club, or group has rules and expectations. To participate in any group, you need to know what is appropriate, what is expected, what is optional, what irritates others, and what will get you kicked out. When you join new groups, it is common to feel clueless. You have not learned how to negotiate group expectations. How should you dress, talk, act, humor, and get things done?

This module provides some examples of traditional office etiquette expectations. You will work through these examples and check with your supervisor to understand the organization’s culture.

So, who cares about professional etiquette?

The short answer is: your supervisor does, so you should too. Students are often surprised by what supervisors and office staff think about them when they act “normally” for a student. The expectations others have of you are usually never discussed, yet you are evaluated on those unspoken standards.

Here is why your supervisor cares: you are a representative of your organization, and others judge your supervisor based on your behavior. For your customers, you are the organization. So, your manager wants you to represent yourself and them in the best light to internal and external customers and clients.

You will face two kinds of etiquette expectations:

• Internal customers comprise the members of an organization or team. Think about a time when you had an unexpected absence from work. Who on your team was affected? Those people are your internal customers.
• External customers who are looking to you for help. Everyone has experience as an external customer: a person who approaches an agent they hope will meet their needs. Think about how your “professionalism” will positively impact your customers.

The Basics

Age and culture: GenZ, Millennials, GenX’ers, and Boomers

Some researchers claim that each generation has different values, norms, rituals, and work expectations. Although nobody perfectly fits a generational description, it may be helpful to use those categories to explore “professionalism.” Your supervisor or upper manager will probably be from a different generation. This means that their expectations and values may be at odds with yours, making it essential for you to learn work culture expectations.

Etiquette Tips That Can Help You Succeed

Be Available

The first way that you make your colleagues and customers feel valued is by acknowledging them promptly.

• When the phone rings, answer it before the third ring.
• When a customer or colleague enters your work area, you need to look up from your computer, stop whatever else you’re doing as soon as possible, and give them your attention.

TIP: If you’re in the middle of something you can’t stop (such as a phone call), acknowledge them verbally or with a nod and hand motion, and ask them politely to wait. Otherwise, please stop what you are doing and give them your attention.

Be Welcoming

Greet your colleagues or customers in a friendly, appropriate manner. Make eye contact, smile, and say, “How is it going today?” Then stop, and let the person respond.

TIP: Your first opportunity to be a good listener is when you ask the “How may I help you?” question.

Appear Helpful…

Appear eager to help, but not in such an aggressive way that the person is annoyed. Don’t trail people around the premises or constantly ask them if you can help.

TIP: Ask your supervisor, colleagues, and customers if they need help. If they say they don’t want help immediately, let them know where you will be available and let them come to you.

…Then Actually Be Helpful

• • Help the customer by directly addressing their request.
  • Actively listen and show that you’re listening by making eye contact or jotting down a note. Ask clarifying questions if necessary to get more details.

TIP: Do not interrupt when the other person is speaking—you can’t listen when you’re talking.

• • Be helpful to internal and external customers by being knowledgeable about your group’s services. Have you ever asked an employee something they should know only to be met with a blank stare? Learn your job and then some. Know your stuff – inside and out. Have a clear sense of the department’s goals, and functions, and know where your work fits in. Try to get to the point where you never have to say, “I do not know, but so-and-so will be back at 3 pm.”

TIP: Also, know the difference between being knowledgeable and showing off. Tell your customers what they need to know, not everything you know about it.

Be helpful by knowing about other services at your organization linked with your office. Get to know the related workings of the organization so that, if the help your customer needs is not available in your department, you have a reasonable knowledge of where they can get it.

TIP: The help you give (or aren’t able to) can significantly influence how the customer feels about customer service across campus.

Be Positive

Be cheerful, courteous, and respectful throughout the interaction. Remain calm at all times, even when the customer or co-worker is rude. If you believe your ability to do your best work is compromised, talk to your supervisor about what is going on so that the two of you can work it out.

TIP: Leave your personal life at home. Your customers neither need nor want to know that you are having a bad day, that you are having relationship problems, that you are tired, or that you feel sick. Once you step into work, smile and carry on.

Go the Extra Mile

Whatever the extra step may be, please take it. For instance, if someone walks into your department and asks you where to find a specific office, don’t just say, “It is on the north side of the building.” Escort the person there. Wait and see if they find the office in question.

TIP: They may not mention it to you, but people notice when you make an extra effort. They may even tell your supervisor about it.

Deal with Complaints

No one likes hearing complaints, and it is tempting to develop an attitude of, “You cannot please all the people all the time.” That may be true, but if you give the complaint your attention, you may be able to please this one person this one time and reap the benefits.

TIP: If you or your department hears the same complaint repeatedly, think about how it might be resolved and talk to your supervisor about it.

Be Reliable

Reliability is vital to good relationships, and good internal and external customer service is no exception. Do not make promises unless you will keep them. If you say, “I will have this ready for you on Tuesday,” make sure it is ready on Tuesday. The same rule applies to customer appointments, deadlines, and other business matters.

Close appropriately

“Is there anything else I can help you with?” is an excellent way to wrap up. End your interactions with others positively: Thank them or wish them a good day.

Employer Suggestions for The Student Intern

Many employer surveys list suggestions to student interns and employees. The list is long, so we made it easy for you by consolidating those suggestions below. Read through them and mark those that surprise you or make you curious. It’s a great way to understand professional etiquette from another’s point of view.

Never:

• Complain
• Exclusively hang out with cliques
• Talk about previous jobs or procedures
• Gossip about colleagues
• Play with your phone or computer games
• Do your homework before asking if it is OK or if there are other projects

Always:

• Do more than is expected – give your work that special touch or attention
• Act interested in tedious tasks so you completely understand and can do them
• Remember the names of co-workers
• Prepare for meetings – have everything ready before you meet
• Thank people
• Learn the business
• Show up early sometimes
• Leave late sometimes without being asked
• Choose co-worker friends slowly (Sometimes the friendliest people are the neediest and unpopular at work)

Ask your supervisor:

• What could I do to exceed your expectations?
• What have past employees done that made your life much easier?
• What tips would you pass along from the most successful employees who have had this job?
• What is the worst thing I could do in this job that you want me to avoid?
• Whom should I emulate?
• How can I best help you?
• How can I become an employee of the year?

Your list:

List any additional suggestions you have heard or know from past jobs.

A word about the dress code:

You would be surprised by the stories employers tell about inappropriately dressed student workers…and how they are frustrated with it. Many students have never been coached on appropriate business attire. Often, students assume that the fashions they wear are acceptable since they are popular in public. However, you can embarrass supervisors by your fashion choices (you represent your supervisor to the public), and they may not tell you. Ask your supervisor to comment on your clothing, grooming, and appearance. Ask them to be specific. Your evaluation can hinge on problem areas including, but not limited to, clothing being overly tight or revealing, too casual, too colorful or too formal for the work environment, personal body odors or too much perfume/cologne use, exposed tattoos, etc. Now is the time to ask.

Steps in this module:

1. Learn: Read the following brief document.
2. Apply new knowledge.
3. Complete the reflection activity.

Step 2 – Complete the Checklist

Professional etiquette checklist

Read the statement in the left column, then check the box on the right that you believe most closely describes the expectations at your current place of work.