Etiquette and People Skills

"I have been working a great deal of overtime hoping to get a promotion. Last week I found out that I did not get it. My boss explained that this position deals a lot with customer interaction and I need to sharpen my people skills. What exactly does she mean by this?" Julia asks.

One way to refine and assess our people skills is through business etiquette and protocol. Our manners precede us in every encounter, and can make or break us with regard to how we are perceived.

We know from research, successful people possess three common characteristics:

• They are competent in their skills
• Confident in their demeanor
• Considerate of others

Etiquette directly affects the confidence and consideration we project, and can influence how credible we appear.

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