The Etiquette Edge

The Unspoken Rules for Business Success

Author: Beverly Langford
Pub Date: 2007
Your Price: $24.95
ISBN: 0814472427
Format: Hardcover

• Overview
• About the Author
• Sample Chapter
• Introduction
• Praise for this book
• Press Release
• Test Your Courtesy Quotient (CQ)
• Table of Contents
• Request an Evaluation Copy, INSTRUCTOR ONLY!

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 ìThank Youî 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 ìI’m Sorryî
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

Search the full text of this book