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Ib today's increasingly diverse and ever-changing work environments, the old rules of conduct often don't seem to apply anymore. Customs vary, and language and cultural differences, not to mention evoling office hierarchies, are among the factors making interaction an increasingly complex challenge.
Inhaltsverzeichnis
"Acknowledgments
Introduction: The Case for Courtesy
Test Your Courtesy Quotient (CQ)
Part 1: Everyday Courtesy as a Credibility Builder
Chapter 1: Twenty-First Century Manners: Can Courtesy Survive in the Brave New World?
The High Cost of Incivility
Taking Personal Responsibility
What's In It for You?
The Constantly Changing Rules
The Bottom Line
Action Plan
Chapter 2: Credibility: Creating It and Keeping It
Mastering the Art of Straight Talk
The Bottom Line
Action Plan
Chapter 3: Develop Your Gratitude Attitude: Say "Thank You" and Mean It
When in Doubt
The Bottom Line
Action Plan
Chapter 4: I See What You're Saying: Are Your Unspoken Messages Telling on You?
What Exactly Is Nonverbal Communication?
The Power of Nonverbal Communication
Interpreting Nonverbal Communication
Courtesy Is as Courtesy Does
Synchronize Your Body Language
Common Body Language and Its Meaning
The Bottom Line
Action Plan
Chapter 5: What the ... Is Going On Here? Should We Put a Leash on Our Language?
Obscenity Goes Mainstream
The Professional Cost of Cursing
Is Vulgarity a First Amendment Right?
The Bottom Line
Action Plan
Chapter 6: Tell Me Less: Some Things Are Better Left Unsaid
Rebuilding the Barriers at Work
Think Before You Speak or Write
Don't Expect or Demand Reciprocity
When You Are the Recipient of Unwanted Information
What You Don't Say Tells a Lot
The Bottom Line
Action Plan
Chapter 7: Praiseworthy Praise: Giving Compliments that Count
The Power of Praise
Giving Praise
Accepting Praise
The Bottom Line
Action Plan
Chapter 8: Can Anybody Hear Me? Developing Your Ability to Listen
Listen for Success
The Bottom Line
Action Plan
Chapter 9: Convenience or Curse? Is It Time for a Cell Phone Reality Check?
Keep the Technology in Perspective
The Bottom Line
Action Plan
Chapter 10: Travel Courtesy: Don't Leave Home Without It
Keeping the Skies Friendly
Once You Land: Courtesy at Home or Abroad
The Bottom Line
Action Plan
Part 2: Best Behaviors at Work: Interacting with Bosses and Peers
Chapter 11: Fear on Both Sides of the Desk: Relieving Interview Stress
Guidelines for the Interviewee
Guidelines for the Interviewer
On Either Side of the Desk
The Bottom Line
Action Plan
Chapter 12: The New Job: Getting Started on the Right Foot
Plan for Success in a New Position
The Bottom Line
Action Plan
Chapter 13: Office Space: Make Working Together More Enjoyable and Productive
Be a Considerate Colleague
A Team Approach to a Harmonious Workplace
The Bottom Line
Action Plan
Chapter 14: E-Mail: Think Before You Send
E-mail Can Be Tricky Business
Leverage the Advantages of E-mail
The Bottom Line
Action Plan
Chapter 15: Using the Telephone Productively: Conversations, Teleconferencing, and Voice Mail Messaging
Telephone Basics
Look for Ways to Make the Medium Work for You and Others
The Bottom Line
Action Plan
Chapter 16: Are We Having a Casual Crisis? Coping with Dress Code Confusion
The Packaging Matters
The Bottom Line
Action Plan
Chapter 17: Getting Along with Your Manager: Spotting and Solving Personality Problems
Before You Take the Job
Once You're on Board
