Arnold Palmer's Etiquette Wisdom

I just recently became a serious golfer. I'm not good (yet), but I'm serious about learning, playing, and enjoying it. Too bad I didn't golf when I was building my corporate career, because playing with my colleagues and other associates would have been great for relationship-building. But who had time?

Golf is challenging and humbling; a civilized game that can drive you crazy. But it employs lessons that translate well in the business world. I was reminded of this yesterday when I stumbled across an August 2008 Golf Digest article by Arnold Palmer, entitled "10 Rules for Good Golf Etiquette". When I read them, I was startled at how directly his rules could be applied to business. For the details of the rules applicability to golf, read Arnie's article: 10 Rules for Good Golf Etiquette

I borrowed the golf great's "headlines" for his rules and applied my own business twist to them:

1. DON'T BE THE SLOWEST PLAYER: Don't be the last person to arrive for a scheduled meeting, and don't be unprepared. You'll slow everything down, affect the team's productivity, and do harm to your reputation.

2. KEEP YOUR TEMPER UNDER CONTROL: Exhibiting temper in a business environment is a sign of weakness. You can succinctly express disappointment, sternly provide criticism, clearly redirect actions of your employees, and pointedly enumerate your expectations. Yelling, cursing, and throwing things is always inappropriate.
3. RESPECT OTHER PEOPLE'S TIME: Schedule meetings and provide an agenda. If you RSVP in the affirmative to a meeting - be there. Last minute cancellations or no-shows are bad form.
4. REPAIR THE GROUND YOU PLAY ON: Tidy up after yourself in a meeting room, cleaning your scribbles off the whiteboard, throwing away discarded paper, recycling empty beverage bottles and cans. When you get your coffee in the break room, wipe up your spills and any left by others. While you're at it, brew a fresh pot.
5. BE A SILENT PARTNER: Show respect for others when it's their turn to speak and share ideas. Don't interrupt. Don't hog the limelight. Your work will speak for itself.
6. MAKE YOUR GOLF CART INVISIBLE: Your ego is your golf cart. Driving it with indiscretion causes a commotion among spectators and leaves marks in the office landscape. Don't be so focused on where you're going that you fail to see the effect you've had on where you've been.
7. ALWAYS LOOK YOUR BEST: In Arnie's words, "Your appearance speaks volumes about you as a person." Dress for success.
8. TURN OFF THE CELL PHONE: There are times and places where cell phone usage and noise are beyond rude. Be aware of the settings on your electronic appendage at all times.
9. LEND A HAND WHEN YOU CAN: Corporate business is a team sport. Help your colleagues be successful and you will share in that success. Those who focus only on their personal goals may "win" in the short run, but will suffer from a lack of support from others in the long run.
10. LEARN THE LITTLE THINGS: Business has nuances that change over time. Observe and be considerate. As Arnie notes, "...every piece of etiquette you practice will be repaid tenfold.".

Thanks, Arnie, for the inspiration!

An Old Fashioned "Thank You"

Thank you notes are still a powerful form of communication and are becoming an increasingly lost art form. There are many occasions when it is appropriate to express appreciation in written form, for example after a job interview, a special business dinner, or when a mentor provides needed advice or direction. Too often, what should be an old fashioned thank you note becomes a hurried email or (heaven forefend) a text message. What has happened to the fine art of a hand written, carefully personalized, and swiftly-posted thank you? My guess is that many have forgotten how to approach such a note without it sounding stilted and awkward. Think of it terms of keeping it simple, heartfelt, personal and brief. For example: Dear Reader, Thank you for being a faithful follower of my Haropulos Bailey Consulting Blog. It is gratifying to hear from you that my stories, tips, and advice hit home with my intended audience. I am especially grateful for the comments you have posted – they are added inspiration. Thank you again, and stay tuned for future postings! Sincerely, Laurel This is how I approach it: 1. Write out your text in advance (I do it on a computer). This helps me do the hand-written version without making mistakes. 2. Start with a small, tasteful card. (Minimal real estate makes it easier to write an appropriately brief note.) 3. After a “Dear So-And-So”, dive right in with the words “Thank you”, immediately followed by a description of what you are thankful for. 4. Make it personal by mentioning something specific about how the person’s actions made you grateful. 5. Wrap up with another “thank you” before your closing. Much of the impact of a formal thank you note is quick receipt after the “event”. So break out the note cards and the ink pen, dust off your longhand skills, and make a date with the postmaster. Your note will surprise and delight a friend or colleague, and be sure to leave a good impression.

Email Etiquette Revisited

In today’s hectic work environment, email is a blessing and a curse. When used appropriately, it expedites and improves communication. When abused, email can harm business relationships, enable us to avoid responsibilities and commitments (“Hey, I never got that email!”), and otherwise adversely affect our ability to accomplish our primary tasks and goals.

My former Hilton colleagues may remember seeing this article of mine published as an addendum to Hilton Hotels Corporation's formal email policy.

10 points to keep in mind to practice email etiquette:

1. BE THOUGHTFUL: Don’t send unnecessary email; it makes more work for everyone.
2. BE CONSIDERATE: “Reply to All” should be used with careful consideration of the distribution. Do all parties really need to see your reply?
3. BE NICE: Email should not be sent in anger. Don’t write things in email that you would not dare say to someone’s face. Misunderstandings can fester via email. When things seem to be going badly, pick up the phone, or go see someone about it in person.
4. BE ETHICAL: Don’t send email merely to CYA or to dump tasks on unsuspecting recipients.
5. BE A LEADER: Avoid adding to long chains of email when a meeting is clearly required to obtain closure. Suck it up and suggest or arrange a meeting.
6. BE PERSONAL: Whenever possible, instead of sending an email, take a short walk to someone’s cube and have a real conversation. It builds relationships.
7. BE CLEAR & SPECIFIC: Start long emails with a statement of purpose and a straightforward request of the recipient(s); otherwise they may not read all the information, and you may not get your answer.
8. BE SMART: Never document and review human resource issues via email.
9. BE RESPONSIVE: Before discarding email, carefully review and consider whether it requires your response. If so, reply as quickly as possible. If your response was delayed, apologize.
10. BE PROFESSIONAL: Don’t put anything in email that you wouldn’t want to have indiscriminately forwarded to other people.

Email away!