by Stephanie
Mitchell
What Is
Etiquette?
Etiquette is not fancy or complicated. The heart of etiquette is
respecting people and making them feel comfortable. As Emily Post once said,
“Whenever two people come together and their behavior affects one another, you
have etiquette.”
I tell students that the easiest way to figure out what to do is
to consider how they would like to be treated — and treat others the same way.
They should think about this for all the technology they use: smartphones, email,
voicemail, social media, and so on.
To put this in into practice, I walk students through a typical
workday as follows.
On the Way
in to Work
As soon as you open the doors of your work building—before you’ve
gotten in the elevator or gone up to your floor—be present. This is important
because being a successful lawyer is all about making connections. These
connections might be with people who will become your clients. Or, they might be
with other lawyers who will give you work and help you succeed in the office.
In order to make those connections, you need to make a good impression.
Be present and available to talk to the people around you. If
you’re staring intently at your iPhone or still have your earbuds in, you’re
sending a message: don’t approach me because I’m busy with something else.
In Your
Office
Once you get to your office, you’re on company time. If you have a
personal smartphone and you want to keep an eye on it, be discreet. Turn the ringer
off.
If you have your personal email and social media up while you’re
working, ask yourself if your productivity is being affected. If you can
honestly say that it doesn’t distract you and you don’t feel the need to check
it every few minutes, then it sounds as if you’re in control of the technology.
If your work is suffering because you’re distracted, turn it off.
When to
Use Email at Work
A lot of work in an office is done over email, but it’s important
to remember that email is a tool.
Whenever you use email, think about whether it’s the best tool to
use in that specific situation.
Email is very effective for:
• Sending a quick update
• Answering a quick question
• Keeping a record of communication
Email is not effective for:
• Conveying emotion
• Being nuanced
• Solving a detailed problem that confuses you
When in doubt, speak to the sender in person or on the phone. It
can be faster and more effective to solve an issue in real time, with a real
person. A face-to-face interaction allows you to understand more nuance and get
immediate clarification. It also reminds your superiors that you’re a real
person, working hard for them. That is a good thing in a legal environment. In
fact, it’s a good thing in any work environment!
Writing
Professional Emails
Writing a professional email is different from writing a personal
email. Here are few things to keep in mind:
• Make sure you have a professional-looking email address for job
applications. This is generally your first and last name. Try to avoid numbers.
(Definitely do not use fluffybunny@hotmail.com!)
• Always have a relevant subject line.
• Address the person you’re sending a message to by name. This
means starting your email with: “Alison,” or “Hi Alison.”
• Use correct spelling, grammar, and punctuation. Use the
spell-checker function in your email for every single email. Lawyers notice
details and you don’t want them to think you’re sloppy.
• Emoticons are generally not appropriate in professional emails.
Along the same lines, try not to use too many exclamation marks!
• Finish your email with a sign off, and then your name. For
example: “Regards, Stephanie.”
Making
Professional Phone Calls
Here’s what you should keep in mind when you make professional
phone calls:
• Your office voicemail message should be professional, stating
who you are and where you work.
• Your personal voicemail message should also sound professional.
When acquaintances and prospective employers call you, they should be able to
imagine you as a professional working in their office.
• When you make a phone call, always identify yourself.
• Ask if the person has time to speak to you.
• When leaving a message, make sure to say who you are, give your
contact information, and briefly say why you would like to speak to the person.
In Your
Supervisor’s Office
When you’re in your supervisor’s office or meeting with a client,
you don’t want to be distracted. If your smartphone buzzes and you break your
concentration to check it, you’re giving the message:
“This is more important than you are.”
In the rare times when you do have an impending emergency —
something as momentous as your wife in labor at the hospital—apologize at the
start of the meeting. Explain what’s happening in your life, and apologize that
you have to keep your phone on. If you do receive a call, move into the hall or
another office to answer it privately.
In
a Meeting
When you’re in a meeting or attending
a presentation, think about it this way: if you were leading the meeting, would
you want people to be “secretly” checking their phones on their laps and
Facebook on their laptops?
Speakers know what you’re doing.
Checking your phone or social media on your laptop sends a message that you
might be familiar with by now: “This is more important than you are.” Is that
the message you want to send?
It doesn’t matter how big your meeting
is. You might be one of 50 people or 10 people. If you’re there, listen. Being
professional is all about showing respect.
At
a Work Dinner or Wine and Cheese Reception
The same thing applies at a work
dinner or wine and cheese reception. Being successful in your career depends on
having a good reputation and a strong network of colleagues — you build that through
paying attention and being a good listener at these kinds of events.
Be completely focused on the people
you’re with.
Turn off your phone.
A
Note about Social Media
Everything you put in social media can
be tracked … and used against you. This includes Facebook, Twitter, email,
instant messaging, LinkedIn, you name it.
When you’re on social media, don’t
gossip or say negative things about your workplace or a potential employer. In
fact, try not to say negative things at all, especially related to clients,
colleagues, or potential colleagues. If a future employer Googles you, you
don’t want all your complaining to hold you back from a job opportunity.
Employers are looking for positive
people who can get the job done. Use technology appropriately, and show you’re
a true professional.
From NALP Bulletin, April 2012
Stephanie
Mitchell is Law Careers Officer at the University of Victoria Faculty of Law.