The work book

The Work Book
Everything you need to know about
work basics and civility

Written by Marianne Jacobbi
Illustrations by Nishan Akgulian
© 2001, 2010 Ceridian Corporation. All rights reserved.

The pages that follow describe the written and unwritten
rules of the workplace. Included are practical and tactical
tips to help you navigate the world of work. You’ll
find advice on improving your “people skills”—from
communicating with co-workers to resolving problems
to being a team player. You’ll find tips on using e-mail
and telephone etiquette and working in a 24/7 world.
You’ll find suggestions on how to take care of yourself and
reduce stress in your work life. You’ll even find basic rules of
common courtesy.

2
We begin with a dozen questions to help you assess how much—or how little—you
know about the rules of the workplace. See how you do with the following questions.
Questions
1. True or False. In a crowded elevator, women should always exit first.
2. True or False. It’s a good idea to use ALL CAPS in e-mail correspondence
because it really gets across your message.
3. True or False. It’s OK to lose your temper at work so long as you apologize
afterwards.
4. True or False. If you are going to be more than 10 minutes late, you should call
to say you are running late.
5. Yes or No.Your teenager is raising money for the homeless. Is it OK to ask people
at work if they would like to contribute to the cause?
6. Yes or No. If someone mispronounces your name, should you correct the person?
7. Yes or No. It’s a good idea to arrive 15 minutes early for an appointment with
a customer.
8. Important e-mail should always be answered within:
a. 2 hours
b. 24 hours
c. one week
9. You have forgotten the name of the person you are introducing. You should:
a. Not introduce the person.
b. Admit it and say, “Please forgive me. I know we’ve met, but I’ve forgotten
your name.”
c. Excuse yourself and leave the room for a moment so you don’t embarrass yourself.

3
10. You’re dining out with co-workers and are afraid you have something stuck in
your teeth. You should:
a. Ask for a toothpick.
b. Try to get the food out with your finger or your tongue.
c. Excuse yourself and go to the restroom.
11. Everyone at work is “chipping in” for a wedding gift for a co-worker, but the
contribution is more than you feel you can afford. You should:
a. Give nothing.
b. Say to co-workers, “Here is the contribution I am able to make. I wish
I could give more, but at this time I just can’t.”
c. Tell people you’re willing to chip in but then “forget” to bring in
your contribution.
12. The best way to politely end a phone call is to say:
a. “Is there anything else we need to discuss before we hang up?”
b. “I have another call coming in.”
c. “I’ll let you go now.”

4
Answers
1. False. Whoever is closest to the door exits first.
2. False. All capital letters sound like you’re shouting and should be avoided.
3. False. Outbursts of temper are never appropriate at work. If you feel you are going
to lose your temper, excuse yourself, and suggest that you meet again later to talk.
Then cool off and compose yourself. Be sure to follow up with the person.
4. True.
5. Yes. It’s fine during a break or at lunch to ask co-workers you know whether
they’d like to contribute to your teenager’s cause. But it would be inappropriate
to post a company-wide message or send out a company-wide e-mail soliciting
donations, no matter how worthy the cause.
6. Yes. Politely correct the person without embarrassing him or her. You might say,
“Actually, my first name is pronounced ‘Lane-a.’”
7. No. Fifteen minutes early is too early to announce your arrival. It’s best to arrive
on time or no more than a few minutes before your appointment.
8. b. Keep in mind that your company may also have its own guidelines about
responding to important messages.
9. b.
10. c.
11. b.
12. a.
Answers to these and other etiquette questions may be found in New Rules @ Work:
79 Etiquette Tips, Tools, and Techniques to Get Ahead and Stay Ahead by Barbara Pachter and
Ellen Schneid Coleman (Prentice Hall Press, 2006) and Emily Post’s The Etiquette
Advantage in Business: Personal Skills for Professional Success, Second Edition, by
Peggy Post and Peter Post (William Morrow, 2005).

5
Anger
Apologize
Breaks
Cell phones
Coaching and feedback
Communication
Company property
Cube etiquette
Dining
Diversity
Dress
A toD

6
anger
We all lose our tempers occasionally and have feelings of anger at work. Here are
some suggestions to try the next time you feel upset or are about to lose your temper:
• Ask for a break if you need one. Then go off alone for a brief period. Take a walk
to the restroom or the break room or water cooler. Sometimes a quick walk out-side
may be all you need to calm down and feel less irritable.
• Silently count to 10.
• Use deep-breathing or muscle-relaxation exercises.
• Vent your frustrations to a trusted friend.
• If you find yourself writing an angry response to an e-mail message, stop yourself.
Don’t send it. Give yourself time to think of a more thoughtful response, even if
you need to wait until the next day to send it.
• If your anger persists, talk with your human resources (HR) representative or
contact your employee assistance program (EAP) if your organization has one.
apologize
If you say something you later wish you hadn’t, follow up with a personal response
and an apology. Maybe you lashed out in anger at a co-worker, overreacted at
a meeting, or criticized someone harshly. An apology is in order. It’s best to offer it in
private, and in person. “I apologize for what I said yesterday.”
breaks
Use your time off each day to relax and recharge.
• Take “stretch breaks” or “mini breaks.” Your stretch break doesn’t have to last more
than a minute. Stand up, move around, and stretch in your work area. Or do
something else for a minute. Get a drink of water, or take a walk down the hall.
• Avoid junk food and too much caffeine (including coffee, tea, and caffeinated
soft drinks).
• Try to eat lunch away from your desk or work area.
• Use your break time to do something nice for yourself—take a walk, talk with a
friend, or read a book or listen to music.
Adults spend about 75 percent of the time they
are awake doing work-related activities—getting
ready for work, traveling to work, working, con-templating
work, and decompressing after work.
Fish! A Remarkable Way to Boost Morale and
Improve Results by Stephen C. Lundin, John
Christensen, and Harry Paul

7
• Connect with co-workers during your break.
• Start an e-mail or hard copy file of inspirational writing and quotes, and take time
during your break to review an old favorite.
• Take a two- or three-minute mini-vacation and visualize yourself at your favorite place.
• Review a professional journal or article and try to learn something new about
your field.
• Return from your break at the appointed time so that others will be able to take
their break.
cell phones
Cell phones are a great way to keep in touch with co-workers and customers. Just
remember to follow the basic rules of common courtesy. Here are some cell phone
guidelines:
• There’s a tendency to speak more loudly when you’re talking on a cell phone
(which isn’t necessary).Remind yourself to keep your voice down so you don’t disturb
the people around you or the person on the other end of the line.
• Turn off your cell phone or mute it when you are in the middle of a conversation,
meal, or meeting with another person, especially a client or customer.
• If you must leave your phone on and a call comes in, excuse yourself before taking
the call. You might say, “Please forgive me for taking this. I’m expecting an impor-tant
message.” Then get up, go to a private space, and get through the call as quickly
as possible.

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• Avoid holding meetings or work-related conversations while you are driving unless
absolutely necessary. Safety should always be your first priority. Always use a hands-free
device when talking on the phone while driving. (In many states, that's the
law.) Be aware that people on the other end of the line may have trouble hearing
you as you move in and out of traffic. It’s safer and more productive for everyone if
you pull over, have your conversation, hang up, and drive on.
• Conversations on cell phones are not confidential. (Signals get transmitted over
radio towers and can be accessed by others.) If the party you are speaking to starts to
discuss sensitive information, remind the person that the line is not confidential.
Ask if he would like you to call him back on a land line.
coaching and feedback
Coaching and feedback are intended to help you do a better job and improve work
performance. Here are some tips:
• Always try to give coaching and important feedback in person. Arrange a time to
talk in private. Don’t give important feedback in passing, in the hallway, or in the
company lunchroom or break room.
• Never criticize a co-worker or employee in front of other people.
• Give timely feedback. Don’t wait until two months after the job is finished to
suggest improvements.
• Say what the problem is and be as specific as you can be. Instead of using vague
statements like, “This report is awful,” point out exactly what’s wrong with the
report. “Page three could use more statistics.”
• Focus on the work and not on personalities. Instead of saying, “You always miss
deadlines,” you might say, “This project is two weeks behind schedule.” This keeps
the conversation focused on actions and behavior, things the person can change,
rather than character flaws.
• Offer solutions and suggestions for fixing what’s wrong. “We need to get this
project back on track. May I make some suggestions?” Or, “The report might be
stronger if you included more…”
• Remember to point out the positive things.
Fifty-nine percent of Americans would rather visit
the dentist than sit next to someone speaking on
a cell phone, according to a survey cited in Electric
Perspectives magazine.

9
• If you are on the receiving end of coaching, try to use it to your advantage. Coaching
can provide you with valuable information about how to do a better job and improve
your work performance. Be open to hearing what your manager or co-worker is
telling you. Ask questions if you don’t understand.
communication
Good communication will help you build rewarding relationships and be more
successful at work. (See also “cell phones,” “speakerphone and teleconference calls,”
and “telephone tips.”) Here are some general communication tips:
• Be a good listener. Show that you are interested in what the other person has to say.
Lean forward in your chair. Nod your head from time to time. Say “I understand.”
• Concentrate on what is being said. Don’t let yourself be distracted by what’s going on
around you. Don’t take calls, check e-mail or messages, or sort the papers on your desk.
• Don’t interrupt. Wait for a pause before you speak.
• Remember the importance of eye contact. In most cultures, you show you are inter-ested
in what the other person has to say by making eye contact.
• Pay attention to your body language—posture, gestures, and facial expressions.
Different cultures interpret gestures and facial expressions differently. To avoid
sending a negative message, try not to slouch, fidget, tap your feet, crowd the other
person, or play with your hair, clothes, or jewelry.
• Summarize and repeat back what the other person has said to be sure there is no
misunderstanding or miscommunication. “Let’s make sure I understand,” you
might say to your manager when discussing a schedule change. “You would like me
to begin the new schedule next month?”
• Try to keep an open mind when discussing a problem. The mindset “I’m right,
you’re wrong” prevents people from listening well. Refrain from judging until
you’ve heard all that the person has to say. It helps to summarize the other person’s
comments: “So, if I understand you, you’re saying that…”
• Ask others what they think—for their point of view—before making a decision or
taking action. When people participate in decisions that affect them, they tend to
support those actions more fully.
• If a co-worker needs to speak with you at a time when you can’t give him your full
attention, be honest and let him know. Then schedule a time to meet when it will
be convenient for both of you.
• Have important conversations face-to-face if possible, rather than using e-mail or
the phone.
• If you aren’t sure how to discuss a sensitive subject like a misunderstanding with a
co-worker, bring up your concern with your manager, your HR representative, or
contact your EAP or the program that provided this publication.

10
company property
It’s against the law to steal or take supplies or equipment from your employer.
That includes taking home office supplies, padding your expense account, or making
personal long-distance phone calls on the company’s nickel. Stealing could also
result in serious disciplinary action.
cube etiquette
Working in close quarters next to others requires give-and-take on everyone’s part
and respecting one another’s boundaries. What if your cubicle neighbor talks
loudly on the phone or plays music that keeps you from concentrating? Here are
some tips:
• As a general rule of thumb, try not to sneak up behind someone in a cube.
Announce yourself at their doorway or lightly knock on the wall.
• Never read someone’s computer screen or comment on cube conversations you’ve
overheard.
• Don’t congregate outside someone’s cube to hold impromptu meetings. Go to a
conference room or break room.
• Ask permission of your cubicle neighbors before using a speakerphone. Better yet,
go to a conference room or quiet room to take speakerphone calls.
• Keep your cubicle space tidy and clean.
• Avoid eating foods with strong odors in your cube. Take your meal to the lunch
room or break room.
• To resolve a problem with a noisy cube neighbor, politely approach the person and
say, “Could we talk for a moment? I wanted to ask if you could take conference calls
in a private area. When I’m working on a deadline, it makes it hard for me to con-centrate.
I’d do the same for you, of course.”
• If repeated attempts at negotiating with your cube neighbor are unsuccessful, ask
your manager or HR representative for help.
Experts have found that people respond to body
language 55 percent of the time, tone of voice 38
percent of the time, and a person’s actual words
only 7 percent of the time, according to HR Focus.

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dinin g
You may eat several meals a month with co-workers, customers, or clients. Here are
some reminders:
• Don’t speak with your mouth full of food. Don’t chew with your mouth open.
• Wait to begin eating until everyone has been served.
• Avoid “finger-foods,” soups, and other dishes that are messy or hard to eat. Tomato
sauce on your shirt or blouse won’t make a good impression on co-workers, an
important customer, or your boss.
• Start with the utensils farthest from your plate at a formal meal.
• Not everyone loves to “share” their food. Avoid asking, “Mind if I have a taste?”
• Decide ahead of time how you want to split the bill with co-workers. It may not be
fair to split the bill evenly if some people ordered dishes that were more expensive.
“Put not another bit into your Mouth til the former
be Swallowed let not your Morsels be too big for
the Gowls.”
George Washington’s Rules of Civility & Decent
Behaviour in Company and Conversation: A Book
of Etiquette

12
diversity
The work force is more diverse than ever before, and today’s employees are a diverse
mix of ages, races, religions, backgrounds, work styles, physical abilities, levels of
education, and ways of seeing the world. Most of us don’t think of ourselves as being
racist, sexist, homophobic, ageist, or biased or prejudiced toward others. However,
research shows that employees from racial, ethnic, and other minority groups con-tinue
to face negative stereotypes and bias in the workplace. Here are four important
tips:
• Never make insensitive comments about others, such as jokes based on race, age,
religion, gender, or sexual orientation. Never mimic someone’s accent. Don’t make
assumptions about someone’s background or origins.
• Avoid generalities and stereotypes in your interactions with co-workers and don’t
judge or pigeonhole people from other backgrounds or generations. Remember that
there are 65-year-olds who are technology whizzes and 25-year-olds who have a lot
to teach older colleagues.
• Make an effort to work inclusively and collaboratively. For example, when you
schedule meetings, take into account people’s personal lives and their different
needs. Early morning meetings may be a hardship for those with small children or a
dependent relative at home. Late-in-the-day meetings can be hard for those who
may be attending evening classes.
• Avoid political discussions at work. Not everyone shares your political views and
beliefs.
dress
The way you dress for work sets a tone and sends a message. Most companies have a
dress code, and you can find out what it is where you work by asking your manager
or by referring to your employee handbook or intranet site if your company has one.
If your company has no written dress code, look around at what others are wearing
and dress accordingly. Here are some guidelines:
• If your company has a casual, “business casual,” or relaxed dress code, find out what
that means. In some workplaces, it may mean that men do not have to wear a tie or
that women may wear pants instead of skirts; at other companies, it may mean you’re
free to wear jeans. The definition varies a great deal from company to company.
• A relaxed or casual dress code doesn’t mean you can relax all your standards. At most
companies, the following are examples of clothes that are not considered appropriate
for work: torn blue jeans, T-shirts with slogans, low-cut tops, miniskirts, and any
clothes that are too short, tight, or revealing.

13
• Use perfume, cologne, and after-shave sparingly out of respect for others. Just
because you love the scent you wear doesn’t mean everyone else does. People may
have allergic reactions or be bothered by the smell.
• Follow good bathing habits and have your clothes cleaned regularly.
“Unlike the United States, most countries do not
define casual as jeans and sneakers or
sportswear. Shorts and jeans, for men and
women, are considered inappropriate attire
for social functions in many parts of the
world. Instead, you will find that business
attire is usually appropriate for an event
specified as casual.”
Protocol for the Modern Diplomat
U.S. Department of State

14
Elevator rules
E-mail
Employee assistance program
Ergonomics
“Excuse me”
Food and drink
Gifts
“Good morning”
Gossip
E to G

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elevator rules
Here are five elevator rules to remember:
• Wait for everyone in the elevator to exit before entering.
• If you are hosting visitors, clients, or customers, hold the elevator door and allow
your guest to enter first.
• Never discuss personal or private topics unless you’re the only two people on
the elevator.
• Hold the “door open” button for others entering the elevator.
• The people nearest the elevator door should exit first (unless there are elderly or
disabled people, who should always be allowed to go first).
e-mail
Your company probably has a policy about the proper use of e-mail and you should
be familiar with the policy. Here are some e-mail do’s and don’ts:
Do:
• Do find out what your company’s e-mail guidelines are. There may be rules about
sending jokes, personal e-mail, large attachments, or company-wide messages.
• Do begin your e-mail correspondence with a salutation. For example, you might
write, “Dear Nancy,” or “Nancy,” or “Hi Nancy.” (Salutations aren’t necessary when
writing group e-mails or e-mails to co-workers with whom you correspond several
times a day or week.)
• Do give your e-mail a clear, concise, and informative subject heading.
• Do use proper spelling, grammar, and punctuation. Your e-mail program probably
has a spell-check tool that will catch misspellings before you send a message. Reread
your message before sending it to check spelling, content, and tone. Check to be
sure it is professional and cordial.
• Do set your e-mail default to a readable font size. For example, 10 pt. Arial is
considered a readable font size.
• Do respond to messages promptly so you don’t forget to reply. For important
messages, respond within 24 hours.
• Do keep your e-mail messages brief and to the point.
• Do exercise caution when corresponding by e-mail. Your correspondence can be
forwarded, copied, or kept by others.
• Do delete unimportant e-mail immediately and remember to empty your deleted
items folder.

16
• Do use e-mail to give praise, especially if you are a manager.
• Do keep attachments to a minimum. Large attachments can sometimes be difficult
for the recipient to open. If you must send a lengthy document, it’s best to send it
in a compressed or zip file. If your e-mail includes an attachment, check before
sending to make sure you’ve included it.
• Do use discretion before forwarding e-mail messages. You may want to ask the
sender’s permission before doing so.
• Do be thoughtful about whom you copy on your e-mails. Think about whether
everyone needs to see your e-mail. It’s always a good idea to copy your manager
when you’re complimenting or praising a co-worker about a job well done.
Don’t:
• Don’t circulate group jokes or chain letters.
• Don’t send vulgar jokes, sexually explicit photographs, or anything that someone
else could find offensive.
• Don’t send personal or confidential e-mail at work. E-mail is often saved on your
company’s network or server, and even when you delete a message, it can still be
retrieved on the hard drive by software or online services. Also, your company may
have the right to monitor messages you send and receive.
• Don’t use e-mail for sensitive business matters that would best be handled in a
face-to-face meeting. For example, don’t use e-mail to ask for a raise, reprimand a
co-worker or employee, or give notice that you are leaving your job. Handle the
matter in person or in a letter.
• Don’t use cute “emoticons” such as (: in business correspondence.
• Avoid using all capital letters. As explained in the quiz at the beginning of this
booklet, ALL CAPS sound like you’re shouting. They’re also harder to read.
“Don’t send anything by e-mail that you wouldn’t
want to see posted on the office bulletin board.”
The Complete Idiot’s Guide to Business Etiquette
by Mary Mitchell with John Corr
To avoid three of the most common grammar
mistakes people make, remember these rules:
• Use an apostrophe in the word “it’s” only when
writing “it is.” Otherwise, the word is spelled “its.”
• “I” is always the subject of the sentence. “Me”
is the object. For example, you would say “Sean
and I sent the report.” “They sent the report to
Sean and me.”
• The word “effect” is used primarily as a noun.
“The speech had a big effect on me.” The word
“affect” is used primarily as a verb. “The speech
really affected me.”

17
• Don’t make solicitations by group e-mail, for example, for such things as Girl Scout
cookies or a charity fundraiser.
• Don’t send condolence notes by e-mail. Write a handwritten note.
employee assistance program
An EAP is a service provided by many companies and organizations. The purpose
of an EAP is to provide help and assistance to employees by professionally trained
consultants, over the phone, online, or in person. Consultants provide assistance
with family problems, addiction and recovery, financial and legal issues, stress,
depression, relationship issues and other problems affecting your work or personal
life. You can find out if your company has an EAP by asking your manager or your
HR representative.
ergonomics
Ergonomics is the applied science of designing equipment to reduce workplace ill-nesses,
injuries, and discomfort. Ergonomics can include everything from sitting
properly at your desk to protecting your back from injury if your job requires you
to do a lot of lifting. Physical stresses—like awkward posture, poor lighting, and
repetitive motion—can lead to illnesses and injuries such as eyestrain, back pain,
and carpal tunnel syndrome, the nerve disorder that can be caused by the repetitive
motions of using a keyboard. An ergonomics specialist can help you make sure that
whatever equipment or machines you use are safe and suited to your needs. Many
companies have an ergonomics specialist on staff or are able to refer you to one to
help prevent problems. You can also talk with your health care provider. Here are
some general tips on office ergonomics:
• Good posture is the best way to avoid a
computer-related injury. Don’t sit hunched
over. Don’t slump at the keyboard. Make sure
your chair has good support for your back.
Check that your feet can be placed flat on the
floor or on a footrest. Keep your head and
neck as straight as possible.
• Keep your computer screen free of glare. To
eliminate glare, turn your computer to face
a different angle, adjust window treatments
(shades, blinds, or curtains), or adjust the
nearby lighting. Or use a good-quality anti-glare
screen cover. Also make sure your
computer monitor screen isn’t next to or
facing a bright window.

18
• Use a wrist pad at your computer keyboard to reduce the risk of injury.
• Make sure you have enough light. A dimly lit environment can be a strain on your
eyes and make you feel sleepy.
• Consider using accessories like a cordless mouse or an ergonomic keyboard if you
are experiencing problems or to help reduce the risk of injury.
• Make sure that the telephone is close to you if you use it frequently. Consider getting
a headset if you work long hours on the phone to avoid neck or shoulder strain.
• Take frequent “eye breaks.” Every 15 minutes or so, look away from the computer
screen for a minute or two to a distant scene that’s at least 20 feet away. This will
help relax your eye muscles.
• Remember to take stretch breaks throughout the day to avoid muscle soreness and
repetitive motion injury.
“excuse me”
These are commonsense reminders, but worth repeating, whether you’re just
starting out at your first job or you’re a seasoned employee:
• If you approach your co-worker or boss and she is on the phone, excuse yourself
and return later. Don’t just stand there and wait for the person to hang up.
• Watch for signals that someone is busy and don’t interrupt if he or she seems
absorbed in work. Is the person concentrating at the computer? Is the person
engrossed in conversation with a customer?
• If you do interrupt someone, remember to say “excuse me.”
food and drink
A nutritious diet will help you stay more focused at work and help you feel healthier
in general.
• Keep a water bottle at your desk or work area and remember to drink water through-out
the day. This is especially important if you work at night, since dehydration can
make you feel more fatigued.
QUESTION
I work with someone who interrupts constantly—
at meetings, during casual conversations, even
when I’m on the phone with customers. How do
I politely tell this person to stop interrupting?
ANSWER
Explain to your co-worker that it is difficult for you
to do your work, such as assisting customers,
when he interrupts you. (Your co-worker may not
even realize that he is doing this.) Then suggest to
your co-worker that if he has a request and you
are busy or on the phone, he could leave you a
note or a voice mail and you will get back to him
as quickly as possible.

19
• Limit how much caffeine and alcohol you drink.
• If you bring in “treats” like fruit or baked goods to share with others, remember to
share with everyone in your group. Otherwise, pass around the treats quietly.
• Stick to what some experts call the “80/20” rule in your eating. If 80 percent of what
you eat is healthy—with a nutritious, low-fat mix of vegetables, fruit, and grains—
then you can allow yourself to eat what you want for the remaining 20 percent.
• If you use the vending machines at work, try to choose healthy snacks like pretzels,
yogurt, low-fat cookies, and trail mix.
gifts
Exchanging gifts with co-workers to mark a
birthday, wedding, shower, or other celebration
is always fun. But how big a present should
you give? What if you can’t afford to give?
Is it necessary to give a gift every year to
your boss? Here are some guidelines:
• If you ask co-workers to share in the cost
of a gift, suggest an amount that is
affordable to everyone—$3 to $5 might
be all that most people can afford. At
large companies, this takes the burden off
everyone, especially when there might be
several celebrations a month.
• You might want to “consolidate” birthday celebrations or agree to celebrate birthdays
with a group lunch or cake so that gift giving doesn’t put too big a strain on people’s
budgets. A card is always a nice gesture.
• Food, gift certificates, and books are always “safe” gifts to give co-workers.
• In general, employees don’t give holiday presents to managers (although it’s fine if
you choose to do so). You might consider pooling with co-workers to buy a group
gift for your manager.
Ear to Shoulder Chair Stretch
Sit on your chair with your spine erect and both
feet flat on the floor. Inhale deeply. As you exhale,
slowly roll your left ear towards your left shoulder.
Inhale and exhale slowly again, rolling your chin
back to your chest. Inhale and exhale slowly again
and roll your right ear to your right shoulder.
Inhale deeply and exhale slowly, rolling your chin
back to your chest. Do four or more sets of these.

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• When celebrating a birthday, remember that it’s impolite to ask, “How old are you?”
• Ask your manager or HR representative what the guidelines are at your company
about giving and receiving gifts from clients and customers. Some clients, for
example, may not be allowed to accept gifts. Many companies have policies about
receiving gifts from clients as well.
• Remember to send a thank-you note when someone gives you a gift.
“good morning”
Remember to greet the people you see in the morning when you arrive at work—
administrative assistants, co-workers, managers, and the receptionist at the front
desk. A friendly “good morning” makes everyone’s day more pleasant.
gossip
Workplace gossip lowers productivity and morale. Here are some ways to steer clear
of the gossip mill:
• Ask yourself if something is true before you pass the information along to others.
Did it come from a reliable source? If not, check your information with the person
at the heart of the matter or someone you know who has access to the right infor-mation.
If you hear a rumor about the company, go to your manager or someone
reliable to confirm what’s true and what isn’t.
• Before spreading a rumor further, ask yourself, “Is there a reason to pass on this
news?”
• Notice how others’ comments affect you, and limit your contact with people who
make you feel weary or negative about work.
QUESTION
I am thinking of dating a co-worker, but don’t
know if there are rules about this at my workplace.
What should I do?
ANSWER
It is inappropriate for a manager and a subordinate
to be in a romantic or sexual relationship. This
could hinder their ability to work together as well
as cause a perception of favoritism. As for dating
other co-workers, good judgment is necessary.
For example, if you ask a co-worker out, and he
or she does not appear interested, back off and do
not pursue the person. Your company may have
a specific policy on dating co-workers. Ask your
manager or check with your HR department
about this.

21
Handshakes
Harassment
Human resources
Inappropriate questions
Internet use
Introductions
Jokes
Kitchen courtesies
Language
Meetings
Monday morning tips
Money
HtoM

22
handshakes
In almost all work and social settings, a handshake is expected and is considered
a sign of politeness when you meet or greet new people or visitors. This is true
whether you are a man or a woman, a manager or an employee just starting out
at your first job. Here are the handshake rules that apply to men and women,
according to etiquette experts Peggy Post and Peter Post:
• Offer your right hand when you are being introduced, welcoming visitors
or customers, and when you say goodbye.
• Offer your hand whenever someone offers his or her hand.
• Make sure your handshake isn’t too weak
or too firm (“a bonecruncher”).
You want your handshake
to be medium-firm—
to convey a sense
of confidence.
• Remember that a handshake
should always be accompanied
by a smile and eye contact.
• Handshake customs vary
from country to country.
In many Asian countries,
for example, a delicate
grip (one you might
consider limp) is the
accepted practice. And in
some cultures, handshaking
and direct eye contact are not
acceptable between men and
women for religious reasons.
Follow the lead of your host.
• When you are greeting someone with a physical disability, offer a handshake as you
would to any other person you meet. If someone has limited use of both limbs,
extend your right hand anyway close to the person’s right hand.

23
harassment
Behavior or comments that annoy, disturb, frighten, or irritate another person may
be construed as harassment. Threats, demeaning remarks, humiliation in front of
others or privately, intimidation, persistent teasing, sexist remarks, sending and
receiving voice-mail or e-mail messages with information of a sexual nature, sexually
explicit jokes and pictures, and unwelcome sexual advances or romantic advances
are all forms of harassment. It’s important to report the problem if you feel that
someone at work is harassing you. If you aren’t sure how to report harassment, talk
with your manager, EAP, or HR representative about what to do. If a co-worker
uses inappropriate language at work or language that makes you uncomfortable,
talk with your manager, EAP, or HR representative about what to do.
human resources
This is the department at your company that handles personnel issues, questions
about payroll, benefits, and work-related issues, and questions you may not be able to
share with your manager. Issues and complaints received by your HR representative
are handled in a confidential manner. Your EAP or the program that provided this
publication is another helpful resource if you have work-related questions or concerns.
inappropriate questions
A question you might think of as “friendly” could be thought of as insulting or too
personal by a co-worker. Here are some questions that are inappropriate to ask a
co-worker, unless the two of you are very good friends:
• Why aren’t you married?
• Why don’t you have children?
• How much do you make?
• What is your job level?
• What kind of surgery are you having?
• What’s that pill you’re taking?
• How much did you pay for that jacket?
• How old are you?
• How much weight have you lost?
• Why did you get a divorce?
• How big is your mortgage?

24
internet use
Your company may have a policy about use of the Internet at work and you should
be familiar with the policy. Here are some general guidelines:
• Limit personal use of the Internet at work.
• Respect copyright laws. Don’t download, distribute, or reproduce any information
or materials protected by copyright without the permission of the copyright owner.
• Be aware that your company may have the right to monitor your use of the Internet.
• Never transmit, download, or distribute material that is threatening, abusive, or
obscene. At some companies, this may be grounds for termination.
introductions
The most important rule to remember about introductions is don’t forget to make
them. How many times have you been in a situation where someone forgot to
introduce you, and you then felt embarrassed and uncomfortable? Should you
introduce yourself ? Here are some guidelines:
• It’s generally considered good manners to stand up if seated when you are being
introduced to someone.
• Make eye contact, smile, and shake hands (see “handshakes”).
• If you are introducing someone, always provide the person’s name and title. “This is
Ron Smith, sales manager for the eastern region.”
• The client is always the most important person in the room and should be introduced
first. “Sue, I’d like you to meet Ron Smith, sales manager for the eastern region. Sue
Warner is our client from Nebraska.”
• If someone forgets to introduce you, introduce yourself. “Hello. I’m Ron Smith.
I don’t believe we’ve met.”
jokes
A good joke can make your day, and a sense of humor can turn even the most
tedious tasks to fun. But jokes that are in poor taste or that could offend others are
off-limits at work. Here are some guidelines:
• Never tell off-color, vulgar, or sexual jokes.
• Never tell racial, ethnic, or religious jokes.
• Practical jokes are out of place.

25
• Don’t send sexually explicit jokes or photographs by e-mail to people at work.
What if the recipient opened the e-mail and an embarrassing picture appeared on
the screen just when a co-worker stopped by?
• Be careful about trying to be humorous in an e-mail message. The recipient won’t
be able to “read” your tone or your body language and may misinterpret your
humorous comment as serious.
kitchen courtesies
If your company has a kitchen, lunchroom, or cafeteria, you know what it’s like to
share refrigerators, sinks, and microwave ovens with dozens or even hundreds of
people. Here are some basic courtesies to practice if you share a break room or
lunchroom:
• If making coffee is everyone’s job, start a new pot when you take the last cup.
If there is a charge for coffee, pay your share.
• Avoid heating strong-smelling foods like fish in the company microwave. It’s not
courteous to the next user.
• Remove your old food and leftovers
from the company refrigerator.
• Don’t store a week’s worth of lunches
in the company refrigerator. Leave
space for others.
• Never take or “borrow” anyone else’s
food from the company refrigerator.
• Clean up after yourself. Wipe up
spills. Don’t leave your dirty dishes
behind. Properly dispose of trash
and soda bottles.
QUESTION
Mary sits next to John and can hear jokes that he
downloads from the computer. They are in poor
taste and offend her. What should she do?
ANSWER
Mary has three options she could try. (1) She could
discuss her concern with her manager and ask that
her manager address it. (2) Mary could approach
John directly if she feels comfortable doing this,
explain to him that she is uncomfortable with his
jokes, and ask him to please stop. (3) She could
talk with her HR representative about her concern,
and ask that HR ensure that her concern is
addressed with John.

26
language
A few simple reminders:
• Use polite and appropriate language in all your communications both inside and
outside the company.
• Speak the primary language of your workplace. Speaking a foreign language in
front of co-workers who do not understand it can make people feel excluded
and uncomfortable.
• It’s normal to feel frustrated at work from time to time. But that doesn’t give you
permission to use offensive or disrespectful language. Cursing and swearing are
never appropriate at work. Swearing makes others uncomfortable. The next time
you’re frustrated, try taking the advice of James V. O’Connor, author of Cuss Control:
The Complete Book on How to Curb Your Cursing. Instead of using a four-letter word,
try saying “baloney,” “hokum,” or “hogwash”—words that won’t offend anybody.
meetings
One whole year of the average person’s life is spent in meetings, according to the
Complete Business Etiquette Handbook. (And much more if you are a manager.)
Meetings that drag on for hours, or where little gets accomplished, can be frustrating
for everyone. Here are some tips:
• When scheduling a meeting, ask yourself, “Is a meeting necessary?” The purpose of
a meeting is to share information quickly and efficiently and to invite discussion.
Maybe you could accomplish what needs to get done with a phone call or an e-mail
message instead of a meeting. For example, if all you need to do is distribute infor-mation
but you don’t need people’s feedback, you might be able to do that with a
simple memo.
• When requesting a meeting, give as much advance notice as possible. State the time
and place of the meeting and its purpose. Give any necessary background information.
• Schedule meetings in core hours—not too early or late, so that others can meet
personal responsibilities.
• Prepare an agenda that clearly outlines what topics will be covered at the meeting.
Try to send the agenda out a day in advance. Send out background materials ahead
of time, too.
• Be prepared for the meeting, whether you are chairing it or you are a participant.
Know what you’re expected to contribute. If you’re unsure why you were invited to
the meeting, check with the organizer.

27
• If you can’t attend a meeting, let the person who called the meeting know as soon as
possible.
• Start meetings on time. If you’re attending a meeting, be sure to arrive on time. If
you are late, apologize and give the reason if you can do so without being disruptive.
• Schedule breaks during long meetings.
• Keep your eye on the time if you are chairing the meeting, and stick to the agenda.
• Discourage interruptions.
• Present information clearly and concisely.
• If interest appears to be lagging, change the format by asking questions.
• In a decision-making meeting, encourage everyone to offer opinions and suggestions.
• At the end of the meeting, review key points made at the meeting and what steps
need to be taken next. Make sure follow-up items are delegated before you adjourn.
• Thank everyone for coming.
• Send follow-up notes or minutes from the meeting, if appropriate.
monday morning tips
Here are some ways to get a good start on your workweek. (If you work nights or
don’t start your workweek on Monday morning, these tips apply to whenever you
start your workweek.)
• Make a list on Friday afternoon of what needs to be accomplished Monday. That
will make it easier to get started on Monday morning.
• Spend the first 15 or 20 minutes on Monday morning reviewing the upcoming
week—setting goals and establishing priorities for each day. Include what you’d like
to accomplish in your personal life.
• Try not to schedule a meeting for first thing Monday morning, before you have had
a chance to settle in and set your priorities for the week.
QUESTION
What if you work near someone who uses language
that offends you? What should you do?
ANSWER
If you need help resolving an issue that directly
concerns you, the best resource in most situa-tions
is your manager. If this approach doesn’t
work or does not seem appropriate, contact your
HR representative. It’s important that you ask for
help when you need it.

28
• Check in with your manager and other members of your team or department to see
what issues or projects they foresee coming up during the week.
• Ask others about their weekend—how it went, what they did. Share your experiences.
• Buy yourself or someone else flowers for their desk.
money
It’s best not to talk about money at work—how much you earn, how much your
merit increase or bonus was, or whether you met your sales quota.
According to a survey by Accountemps in Menlo
Park, California, employees are the most produc-tive
on Tuesdays and the least productive on
Fridays.

29
Name tags
Office equipment
Parent talk
Praise
Quarrels, conflicts, and complaints
Respect
Restroom etiquette
Speakerphone and teleconference calls
Stress
Nto S

30
name tags
Some companies require employees to wear identification badges at all times. Find
out from your HR representative or supervisor if you are required to do so. The
proper place to wear a stick-on name tag, the kind you get at a meeting or confer-ence,
for example, is up high near your right shoulder.
office equipment
On a busy day, there’s nothing more annoying than finding the office printer out of
paper or the photocopier jammed or out of order.
• If you share a printer with others, refill it with paper when it’s empty.
• Always reset machines to the original settings after using them. For example, if you
used the photocopier and you set the machine for legal-sized paper or three-hole-punch
paper, return it to the standard-sized paper setting when you’re finished.
• If a co-worker has left a confidential document at the fax machine, photocopier, or
printer, exercise politeness and restraint. Don’t read it. Return it to the person or
put it in an envelope and leave it in the person’s mailbox with a note: “You left this
at the fax machine. I didn’t read it.”
• If a machine isn’t working, report the problem to the appropriate person or
department.
• Don’t use office equipment for personal matters.
parent talk
You love your children and they’re probably the cutest and most special people in
the world. But that doesn’t mean it’s polite to talk about them excessively at work.
Be sensitive to the fact that some of your co-workers don’t have children or just
don’t want to talk about their children.
QUESTION
Should you bring your child to work?

31
praise
Praise a job well done. When you notice a job well done, pick up the phone, send a
note, or walk by and tell your co-worker: “Great job!” Even supervisors appreciate
positive feedback, as in “Thanks for noticing.” And when someone praises you or
pays you a compliment, remember to say thank you.
• Talk ahead of time with your child about what to
expect at work. (She won’t be allowed to roam
around alone or interrupt or disturb others who
are working.)
• Pay close attention to how much noise your child
is making, and check periodically with nearby co-workers
to make sure they aren’t being disturbed.
• Try to schedule time for a special break together
with your child.
• Clean up after your child.
ANSWER
Every parent has faced this question when school
is closed or a child care provider is sick. Check with
your HR department to see what help might be
available in finding child care. And ask what the
policy is about bringing your child to work. You
probably shouldn’t consider bringing your young
child to work unless she is old enough to enter-tain
herself for long stretches of time. If it’s OK
with your company and you do bring your child
in for the day, remember to:
• Bring along books, art supplies, snacks, and toys
to keep your child happily occupied.

32
quarrels, conflicts, and complaints
When you work closely with people, even with people you like very much, you’re
bound to disagree with one another or have occasional conflicts. Many times stress
is the cause of differences. Most differences between co-workers resolve themselves.
Here are some ways to resolve problems in a professional way and to avoid hurt
feelings:
• Identify what’s bothering you. Writing it down may help you clarify the problem.
• Don’t let problems and conflicts linger. The sooner you work to resolve a conflict,
the better.
• Use direct channels of communication. If you have a complaint about a co-worker,
talk to your co-worker first, not to your manager. Don’t talk to others behind your
co-worker’s back.
• Set up a time to talk about the problem with your co-worker. This should be a
planned meeting, not a quick talk in the hallway. You might say, “I’d like to talk
about an issue. Could we arrange a time to get together?”
• Plan ahead and write down what you are going to say. You want the conversation
to stay controlled and focused.
• Make it clear from the start that your goal is to build a strong working relationship.
You could begin by saying, “I’m glad we’re talking, because I want to try to solve
this problem that’s been interfering with our work.”
• Make an effort to stay calm and not to sound argumentative or combative during
the discussion.
• Offer solutions and suggestions for fixing what’s wrong.
• If the problem persists, find someone to help you. It may be your manager or
someone from your company’s HR department.
• If a problem is bigger than you can handle yourself, one trusted co-worker or super-visor
who is familiar with the situation might be able to give you valuable feedback.
You could also find out how your company’s HR department or EAP might help.
• If you have a complaint about the company, seek to resolve it through the company’s
internal resources—e.g., your manager, the HR department, or the next-higher
level of management.

33
respect
When you respect the people with whom you work, relationships at work are more
pleasant and satisfying.
• Don’t make racial, ethnic, or sexist remarks, jokes, or generalities. Don’t make
remarks or jokes about sexual orientation.
• Avoid stereotypes.
• Remember that people of different religions and cultures celebrate different
holidays. Be knowledgeable about those dates and don’t schedule meetings or
parties at those times.
• Be respectful of people’s values and beliefs, dietary restrictions, and preferences.
Don’t assume, for example, that everyone will want to participate in a “Secret Santa”
swap or attend a work party at a bar. When in doubt, ask the person what his or
her preferences are. “We’d like to hold a celebration for our department. What shall
we order to eat?”
• Be respectful of age differences. Don’t make assumptions about age. Treat
everyone equitably.
• Don’t assume that a younger colleague or administrative assistant in another area
is available to do your work.
• Respect the rights of others not to join in a work celebration, contribute to a gift,
or donate to a fundraiser or cause.
• Be respectful of differences in financial resources. Instead of making a regular habit
of going out to lunch together, which might be a financial strain for some people,
try having lunch together in a way that allows people the option of bringing food
from home. Avoid talking about clothes or other purchases in ways that might
make others feel inadequate or uncomfortable.
restroom etiquette
You know the rules:
• Help keep the bathroom clean.
• Put paper towels in the trash.
• Report any shortage of supplies to the appropriate person at your company.
• Watch what you say. You never know who’s in the room or might come in
the room.
• Make sure the toilet flushes completely.
• Practice good hygiene. Remember to wash your hands.

34
speakerphone and teleconference calls
Speakerphone calls and teleconference calls—with several people in different locations
talking on the telephone—are becoming more and more common as the work world
becomes more global. Here are some tips:
• Try to avoid using a speakerphone if you work in a cubicle or other open workspace
because co-workers could be distracted by your conversations.
• Arrange telephone equipment before the call begins. Moving the speakerphone or
microphone during the phone call may make noise and interrupt the conversation.
Place the phone centrally so that everyone in the room can hear, and as close to the
people speaking as possible.
• Shut your door if you have one when using a speakerphone.
• When using a speakerphone, always begin by telling people on the line that you are
on a speakerphone. Also, be sure to let them know who else is in the room.
• Speak slightly louder than usual.
• Begin a teleconference call with introductions.
• Consider using the mute button if you are not expecting to say anything for an
extended period. Just remember to turn it off when you want to speak.
• If there are several people on the call, identify yourself before you speak. “This is
Suzanne. I agree that…”
• Wait for a pause before speaking so that you don’t talk over someone else.
• Remember that normal sounds are amplified on speakerphone and teleconference
calls. Pay attention to how loudly you are breathing.
• Before asking a question, you might ask the facilitator or moderator, “Are you taking
questions now?”
• Never put the phone on hold when you are on a teleconference. If you do, others
on the call may be drowned out by the “hold music.”
• If you are the facilitator or moderator, check with each person or site on the line
to be sure everyone has had a chance to say what they wanted to say before ending
the call.
• If you will be leaving before the teleconference call has ended, and if it is appropri-ate
and won’t interrupt the flow of the meeting, let others know that you have to go,
and say goodbye.
Embarrassing telephone moment
Sarah was on a teleconference call with clients and
co-workers when her second phone line rang.
Forgetting to press the mute button on her tele-conference
call, she answered the ringing phone.
It was her mother. “Mom, I can’t talk to you right
now. Not now!” she shouted to her mother and to
everyone else listening in at the teleconference.

35
stress
Some degree of positive stress can actually be good for you—it stimulates you to
peak performance for an important task and is also linked with feelings of joy and
exhilaration. But stress is not healthy when it is experienced day in and day out.
It’s important to be aware of the symptoms of stress and to consult your doctor right
away and make changes in your life if you are feeling any of these symptoms:
• difficulty sleeping
• headaches
• neck or back pain
• muscle tension
• chest pains
• heart palpitations or shortness of breath
• stomach pain or upset stomach
• sweaty hands or feet
• irritability or anger
• depression
• fatigue, inactivity, or lack of energy
• increase in use of prescription drugs or alcohol
If you are experiencing any of these symptoms, you should start to pay close atten-tion
to your stress. You may be living with a level of stress that could put your
health, work, or family life at risk. Along with eating healthy meals, getting enough
sleep, and making time for exercise, here are some steps you can take to begin to
reduce the stress in your life:
• Try stress reduction techniques such as deep breathing or meditation.
• Try to build a pause into your day—whether it’s a quiet break at work, meals with
friends or family, or a walk before or after work.
• Give yourself permission to take care of your own needs.
• Take advantage of the programs and benefits your company offers to assist you in
balancing the demands of your work and your personal life.
• Save voice messages that make you smile from people you care about and play them
back when you need a boost.

36
Teams and being a team player
Telephone tips
Thank-you notes
Tidy and neat
Time
Unwritten rules
Vacations
Voice mail
Workspace etiquette
X-rated material
Yelling
Zero tolerance
Tto Z

37
teams and being a team player
Teamwork can be both exciting and challenging. Here are some ways to be a good
team player:
• Be open to other people’s ideas and suggestions.
• Take an interest in the people around you and listen to what they have to say.
• Try to be flexible.
• Ask how you can help.
• Make sure everyone has a chance to express his or her ideas.
• Share the credit with others for a job well done.
• If your team makes decisions by consensus and you disagree with the decision, state
your concerns, then support the decision.
telephone tips
Whether you spend minutes or hours on the phone each day at work, you’ll do
better if you follow these guidelines:
Do:
• Do answer the phone with a courteous hello and an appropriate greeting.
• Do try to return telephone calls within 24 hours, if not sooner.
• Do identify yourself when you place a call. Don’t expect the person on the other
end of the line to recognize your voice. “Hello Kate, this is Mark Jones.”
• Do ask, “Is this a good time to talk?” before launching into a conversation with the
person you’re calling. Or you might begin the call by saying, “I hope I’m not inter-rupting.”
If the person sounds busy, let him or her know how long your question or
request will take. “I have a question. This shouldn’t take more than five minutes.”
• Do limit the number of personal calls you make. (If you need to make a personal
call and you need privacy, ask your manager ahead of time if there is a private space
where you could make a call—perhaps in a conference room or an unused office.
Or step outside and use your cell phone.)
• Do maintain professional telephone etiquette when working and taking calls from
home. That means screening out the sounds of noisy children, the tea kettle
whistling, or your dog barking in the background when you’re on a work call.
• Do check messages before you leave for an appointment or a lunch date. It could be
the person you’re expecting to meet saying they have to cancel.

38
Don’t:
• Don’t give out the phone number of a co-worker
to someone you don’t know—take a message.
(Many companies prohibit giving out
employees’ home phone numbers or addresses
to anyone for any reason.)
• Don’t eat while you are on the phone.
• Don’t do other things while you are on an
important call. You want to be fully
prepared and focused.
• Don’t keep someone on hold for
more than a minute. It’s better
to call them back.
thank-you notes
Thank-you notes matter as much in your work life as they do in your personal life.
Here are some reminders:
• Send a thank-you note when someone other than a close friend takes you to lunch
or dinner or invites you to their home for dinner.
• Send a thank-you note when someone goes above and beyond the call of duty and does
a special favor for you, or goes out of their way to help you with a project or job.
• In general, thank-you notes should be handwritten.
• Try to send thank-you notes right away—preferably within 24 hours after the event.
The average person spends a year of his life look-ing
for lost objects, according to a survey in
American Demographics magazine.

39
tidy and neat
We all have different standards of neatness and ways of organizing our workspace.
While you may be relaxed about neatness at home, it’s important to follow the guide-lines
set by your company about neatness at work. Here are some tips:
• Straighten up your workspace before a client visit. Keep any area that customers will
see as orderly as possible. (That includes your car if you are on the road and will be
hosting customers in your car.)
• Leave all common areas as tidy and neat as you found them—that includes the
kitchen or dining area, break room, meeting rooms, and restrooms.
• Always throw food stuff away—including empty bottles, wrappers, food containers,
and cans.
• Keep at least one area of your workspace neat so that you are able to find important
papers and invoices right away.
• Set aside a time each week or month to straighten up your workspace. File or throw
away papers. Sharpen pencils. Empty your recycling bin if you use one.
QUESTION
I work next to someone whose work area is a real
mess and it drives me crazy. What should I do?
ANSWER
First, you need to ask yourself if your co-worker’s
messy work area affects your ability to get your job
done. If it does not, then there really isn’t much
that you can do, except explain to the person that
it may create an image problem if a customer or
client sees it. If your co-worker’s messy work area
does affect your ability to get your job done,
explain to your co-worker the negative effect it is
having on your job, and ask if she could please
clean up her work area. If nothing gets better, then
talk to your manager about the problem.

40
time
Being on time is a basic courtesy and a sign of respect.
• Arrive at meetings on time.
• Return from your break on time.
• Call to let people know if you are going to be late.
• Respond promptly to phone messages and e-mail messages.
unwritten rules
Every workplace has rules of conduct and behavior that aren’t written down but that
are important to know and follow. It can sometimes be difficult to know what the
unwritten rules are. You might ask your manager or a knowledgeable co-worker you
trust, “What are some of the unwritten rules around here that I should be aware of ?”
Here are some common ones to keep in mind:
• Don’t drink excessively at any company function.
• Don’t flirt or make any sexual advances to anyone at work.
• Don’t talk about your personal problems to co-workers unless you are close friends
outside of work.
• Keep your religious views private.
• Attend to details of personal hygiene, such as flossing your teeth or clipping your
fingernails, in the privacy of the restroom.
• Always try to cover your mouth and nose with a tissue or your hand when sneezing
or coughing. (And remember to wash your hands.)
• Follow the “chain of command.” If you have a problem or concern, start with
your manager. If you don’t get satisfaction, go to HR and politely find out who else
you can speak with in the organization. Or, contact the program that provided this
publication.
QUESTION
Are there unwritten rules I should be aware of
about “after-hours behavior”—the way I behave
after work?
ANSWER
People may let down their guard when socializing
with co-workers outside of work, especially if
alcohol is involved. It’s important to remember
that any time and anywhere you are interacting
with a co-worker—even a co-worker who is a
friend—you also have a business relationship.

41
vacations
Take your vacation time. You need it! Time off helps you reduce stress, improve
your mood, and return to work refreshed. Leave your computer and job worries
behind so you can concentrate on friends, family, and yourself. Before leaving for
vacation, remember to:
• Hand off any pending work or projects to a co-worker or assistant.
• Let clients and customers know you will be away.
• Turn on your out-of-office e-mail message, so that clients and co-workers know
how long you will be away, and indicate whom to contact in your absence. Let peo-ple
know if you will be checking your messages while you are away.
• Change your outgoing telephone voice-mail message to reflect your absence, and
tell callers when you’ll return.
When you return from vacation, remember to:
• Turn off your out-of-office e-mail message and change your telephone voice-mail
message to let people know you’re back at work.
• Be sensitive to those around you when talking about your time away. Co-workers
who did not get to go to the warm beaches of Florida may not want to hear for
hours on end about what a wonderful time you had.

42
voice mail
Here are some voice-mail reminders:
• Indicate on your voice-mail message if you are out of the office, when you will be
back, and whom to contact if the caller needs help right away.
• Make sure that your voice-mail message is current.
• Be concise when leaving messages on someone’s machine or voice mail. Often, a
voice-mail system will limit the length of incoming messages to one or two minutes.
Know what you’re going to say before you place the call. And say your name and
number slowly.
• When leaving a voice-mail message for someone who doesn’t know you, repeat your
name and number at the end of the message to make it easier for the person to write
down your contact information.
• Don’t listen to your voice-mail messages on speakerphone if other people can
overhear.
workspace etiquette
Whatever your workspace looks like—whether it’s a cubicle, office, or a space you
share with dozens of other employees—there are common courtesies that will help
everyone co-exist happily:
• Don’t invade other people’s workspaces. Don’t read the papers on someone’s desk,
or ask, “Hey, what’s that on your computer screen?” Never sit in someone’s space to
do paperwork or use the phone without the person’s permission.
• In your own workspace, try not to talk too loudly when you are on the phone.
It makes it hard for the people around you to concentrate on their work.
• If you are going to use your speakerphone, go to a private area or shut your door if
you have one, so the noise won’t distract others.
• When you are in open spaces, remember that others can hear what you are saying.
Don’t talk about others. Try not to eavesdrop when in cubicles or other open spaces.
• Don’t “borrow” items from other people’s workspaces.
• Be sensitive to the fact that strong-smelling foods can affect the people around you.
If the person who sits next to you is a vegetarian, you might want to take your
steak-and-cheese sub to another area.
• Use good taste and common sense when decorating your workspace. Avoid hanging
pictures, slogans, or posters that could offend others on your bulletin board, walls,
or locker.

43
• Use earphones if you listen to a radio, audio files, or music in your workspace.
• Don’t hold loud or boisterous conversations near other people’s workspaces. Find a
place to talk where you won’t disturb others.
x-rated material
X-rated photographs, letters, posters, pictures, e-mail, magazines, and language are
off-limits at work.
yelling
It’s never OK to yell at or insult the people with whom you work. If you do raise
your voice or yell at someone, always apologize.
zero tolerance
Your company probably has a “zero-tolerance” violence prevention policy, and you
should be familiar with it. A zero-tolerance policy means that you can be disciplined
or terminated for any of the following: injuring another person physically, engaging
in behavior that creates fear of injury in another person or that causes another per-son
extreme emotional distress, possessing or using a weapon on company premises,
damaging company property intentionally, or committing acts of harassment.

If you have other work tips or ideas you’d like us to
consider for our next edition, send us an e-mail at
publications@ceridian.com.
The pages that follow describe the written and unwritten rules of
the workplace. Included are practical and tactical tips to help you
navigate the world of work. You’ll find advice on improving your
“people skills”—from communicating with
co-workers to resolving problems to being a team player. You’ll find
tips on using e-mail, fax machines, and the telephone. You’ll find
suggestions on how to take care of yourself and reduce stress in
your work life. You’ll even find basic rules of
etiquette and common courtesy.

The work book

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