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Check Out Your "Rule Book"

We each have an invisible edition of our personal “rule book” deeply ingrained in our brains. These guidelines define our expectations of how others should treat us, along with what we believe is right, fair and just.

We judge people by this book. We have rules about being courteous, extending appreciation, acknowledging work, honoring time, demonstrating concern, being compassionate, delivering service and the degree of effort required for projects. We have rules about how quickly people should return phone calls and e-mails, reply to requests, respond with answers, handle problems, pitch in on projects and, most importantly, a general idea about how people should and shouldn’t behave.

People play by their own rules and may not be familiar with yours. Even if they do know your rules, it doesn’t mean they’ll abide by them (as every parent knows only too well). Observe your own rules in action whenever you become frustrated or annoyed with a customer, co-worker, friend or loved one. Unknowingly, they may have flagrantly broken one of your beloved rules. When this happens, your first reaction may be to penalize or disconnect from the “violator.” Just keep in mind that imposing expectations on others only makes matters worse, often creating or widening a chasm between you and the other person.

Whether whispered around water coolers, voiced over the phone, or overheard at meetings, the following comments are sure signs that people are either puzzled, peeved, or both, and that someone’s “rules” have been violated:
  • Who does she think she is, butting into the copy machine line?
  • Everyone should do his or her share of work!
  • It’s not my job! People should (replace the coffee pot; pick up their own stuff; make their own arrangements)
  • She’s been here long enough to know what to do without my having to spell it out
  • They should have followed my recommendations!

Take a moment to examine your rules as each transgression arises. Are you being reasonable? Don’t waste your time collecting “evidence” of rule violations; instead invest your efforts in creating good connections with your co-workers. You may discover that some of your rules are best forgotten.

AMA is one of the most widely recognized leaders in business training, having provided corporate training solutions for over 95 years. From leadership, communication and managerial training to sales, customer service and analytical skills, AMA has developed a vast array of content and training solutions to help individuals and organizations achieve business results . Each year, AMA delivers thousands of seminars and courses across the United States. With courses offered in a  classroom near you or live online, AMA is a flexible, convenient resource for all of your organization's talent development needs. AMA also offers customized solutions based on your specific talent development requirements.