- Cover
- Title
- Copyright
- Contents
- Acknowledgments
- Introduction: The Case for Courtesy
- Part 1: Everyday Courtesy as a Credibility Builder
- Chapter 1: Twenty-First Century Manners: Can Courtesy Survive in the Brave New World?
- Chapter 2: Credibility: Creating It and Keeping It
- Chapter 3: Develop Your Gratitude Attitude: Say “Thank You” and Mean It
- Chapter 4: I See What You’re Saying: Are Your Unspoken Messages Telling on You?
- Chapter 5: What the $%#*!& Is Going On Here? Should We Put a Leash on Our Language?
- Chapter 6: Tell Me Less: Some Things Are Better Left Unsaid
- Chapter 7: Praiseworthy Praise: Giving Compliments that Count
- Chapter 8: What Did You Say? Developing Your Ability to Listen
- Chapter 9: Convenience or Curse? Is It Time for a Cell Phone Reality Check?
- Chapter 10: Travel Courtesy: Don’t Leave Home Without It
- Part 2: Best Behaviors at Work: Interacting with Bosses and Peers
- Chapter 11: Terror on Both Sides of the Desk: Relieving Interview Stress
- Chapter 12: The New Job: Getting Started on the Right Foot
- Chapter 13: Office Space: Make Working Together More Enjoyable and Productive
- Chapter 14: E-Mail: Think Before You Send
- Chapter 15: Using the Telephone Productively: Conversations, Teleconferencing, and Voice Mail Messaging
- Chapter 16: Are We Having a Casual Crisis? Coping with Dress Code Confusion
- Chapter 17: Getting Along with Your Manager: Spotting and Solving Personality Problems
- Chapter 18: Loving Your Enemies: Coping with the Price of Success
- Chapter 19: When Your Best Friend Becomes Your Boss: Balancing the Professional and the Personal
- Chapter 20: How to Leave a Job: Making a Graceful Exit
- Chapter 21: Refuse to Schmooze and You Lose: Cultivating the Social Side of Business
- Chapter 22: Let’s Do Lunch: Dining Your Way to Success
- Chapter 23: Standing Out in the Crowd: Getting Noticed Without Becoming Notorious
- Chapter 24: He Said, She Said: When the Gender Gap Seems as Wide as the Grand Canyon
- Part 3: Handling Sensitive Issues: Courtesy and Building Trust
- Chapter 25: When Silence Is Not a Virtue: Complaining Without Carping
- Chapter 26: When an Apology Is in Order: Saying “I’m Sorry”
- Chapter 27: Tell It Like It Is: Delivering Unwelcome Information Without Doing Permanent Damage
- Chapter 28: Confronting with Courtesy: Preserving Relationships While Resolving Differences
- Chapter 29: When the Worst Happens: Dealing with Tragedy and Death
- Chapter 30: Citizenship in the Global Village
- A Final Word
- Bibliography
- Index
THE
Etiquette
EDGE
The Unspoken Rules for
Business Success
BEVERLY Y. LANGFORD
American Management Association
New York • Atlanta • Brussels • Chicago • Mexico City • San Francisco
Shanghai • Tokyo • Toronto • Washington, D.C.
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