The Etiquette Edge: Modern Manners for Business Success Paperback – August 23, 2016

The modern world is full of awe and wonder. With so much technology at our finger tips, we can communicate in greater quantity and with greater speed than at any time in human history. But for all the advantages this offers, there are downsides too. It's easier than ever to offend or annoy, even if unintentionally, and the consequences in the business world can be dire. Beverly Langford has given us all a very important tool set for navigating these turbulent waters. Effectiveness in communications is everyones' job, and therefore, reading this book is a must.

Incivility in the workplace and elsewhere in our society (notably in schools) continues to receive a great deal of attention by various media. The current presidential campaign may well prove to be the most rancorous since 1800 when Thomas Jefferson defeated the incumbent, John Adams. In this second edition of a book first published in 2005, Beverly Langford shares her thoughts – and feelings – about how to establish and then nourish what could be characterized as a “culture of civility” at a time when almost every company’s competitive marketplace seems to have become more volatile, more uncertain, more complex, and more ambiguous than at any time that I can remember. The stresses and tensions seem to be exacerbated by social media that are unable to prevent all manner of malicious mischief.I agree with Langford that “we make a serious mistake if we ignore the importance of effective and appropriate communication and behavior, social savvy, and commonsense etiquette. Failing to recognize how one can seize a competitive advantage by leveraging good manners and courtesy in the workplace can undermine our good efforts on the job.”Early in the narrative, she includes a CQ (Courtesy Quotient) self-assessment, followed by correct answers and a key to evaluation. As is also true of other self-assessments, completing one is worthless unless all answers are candid.These are among the several dozen passages of greatest interest and value to me, also listed to suggest the scope of Langford’s coverage:o Nonverbal communication (Pages 27-34)o What’s better left unsaid (39-44)o Praise (45-49)o Listening (50-53)o Social media (59-63)o Air travel (64-69)o Job interview guidelines (73-82)o Office space (88-93)o Different management styles of bosses (94-100)o Email (104-112)o Productive use of telephones (113-119)o Dress code (120-125)o Leading the Virtual Meeting (129-133)o Leaving job (134-139)o Gender gap (154-159)o Pitfalls of cross-cultural communicationo Global village (160-165)o Price of success (169-172)o Communication of unwelcome information (195-202)o Workplace conflict and confrontation (203-209)o Personal brand (216-221)This is a serious book because incivility is a serious problem but Langford’s suggestions are not heavy-handed, preachy, or unrealistic. The material is updated because the business world she surveyed in 2005 has since undergone major and significant changes. Workplaces will always be multi-generational but many are now multicultural and the nature and extent of work done has also changed. Virtual meetings are now the rule rather than the exception. Many supervisors are now younger than their direct reports. Also, on average, workers may have 8-10 different employers during a career. Today, what is culturally acceptable in one country may be offensive and even insulting in another.Hence the importance of emotional intelligence (especially empathy) and developing outstanding listening skills as well as having a sincere respect for diversity of values and points of view. In the healthiest organizations, there is mutual respect and mutual trust.These are among Beverly Langford’s final thoughts: “Rules of etiquette aren’t meant to make you pompous or uptight. Indeed, they grew out of society’s need to make the world a fairer, kinder, more comfortable place to live. Be ingenious and innovative the way you apply the rules to your own circumstances. As one practice becomes irrelevant or outdated, come up with a version that meets current needs but keeps alive the spirit of the principle. Ultimately, all the guidelines on how to behave properly in any social situation come down to a simple principle: Treat everyone in a manner that values everyone and denigrates no one.”I presume to add this admonition from Margaret Mead, one that I have tried to follow since I first encountered it: "Always remember that you are absolutely unique. Just like everyone else.”

Bought this for a college introductory business course. Being in the work force for 20+ years a lot of the information seems common sense, but there is plenty to take from this. Still in the course and transferring from field to office work, combination of the course and book has helped me understand the office "etiquette" better and with working with younger office personnel. Worth the low price to own.

Historians may refer to this period as the age of incivility! If we would just apply some of the outstanding ideas Langford sets forward in her very fine book, The Etiquette Edge, we would, no doubt, be better people and have a better society. If a better culture is not your aim, reading this book will definitely answer so many of those thorny questions about how to handle complicated problems at work. We’re all looking for a competitive edge…it may just be an etiquette edge! I strongly recommend this book.

I recently read an article in a popular magazine that quoted this author. I was so horrified that she actually recommends that employees should have to check email while they are on vacation - once in the morning and once in the evening. Worst advice ever! The point of vacation is to disconnect and recharge.