Dear Polite Manager,
Sufficiently Polite for the Modern World sounds like a standard for those who have given up caring—one step behind Do Whatever Comes Naturally, though perhaps better than the perpetually dreary Whatever Makes You Happy. While I was co-owner and manager of a small business for several years, I frequently had to act as receptionist by answering our office phone. If I’m on the phone and call waiting sounds, I ask Party A to wait 15 seconds while I check my other line. I ask them to call back if we’re disconnected, and I repeat my guarantee that I will get back to them in 15 seconds. I switch to Party B on the second line by stating my name and asking for theirs. Then I say immediately that I have to return to my other line, but I will definitely call them back in five or 10 or 15 minutes (whichever seems realistic for finishing Party A’s call). Under no circumstances will I allow Party B to explain the reason for their call; if they try, I interrupt and repeat that I need to hang up and I’ll call them back. If they still keep talking, I tell them for the second time that I have to hang up. Then I hang up, without waiting for their consent or acknowledgement. If the whole process is handled efficiently, I’m back to Party A within the 15 seconds that I promised. But some people inevitably persist in telling me their story, so I have to stay firm and cut them off. Am I being rude by hanging up, or is my system sufficiently polite for the modern world? —Polite Manager
Dear Polite Manager,
Sufficiently Polite for the Modern World sounds like a standard for those who have given up caring—one step behind Do Whatever Comes Naturally, though perhaps better than the perpetually dreary Whatever Makes You Happy. What is interesting about your situation is that business etiquette may indeed have different rules than those that apply in the personal world. Hospitals do not take people on a strictly first-come, first-served basis for a good reason, and this leads her to wonder what service your company provided. Was it a suicide-prevention hotline, for instance? Or a crisis hotline? Whatever the service, the more pressing the reason for you to pick up quickly for the next caller—the need to provide immediate assistance—then the more reason you would have not to hang up on the current one. Even if you cannot stay with the current person, what justification is there for hanging up rather than putting them on hold? A quick transfer would be more polite than cutting them off abruptly. —Miss Manners
Dear Miss Manners,
I was glad to read your response to my question. Your words of wisdom have given me a new perspective on how to manage my office phone more efficiently. I must admit that when I first started working in the office, I was also given a similar system of call waiting and answering. However, I eventually found that it was not suitable for my work style, and I now prefer to answer all calls personally, whenever possible. I appreciate your emphasis on the importance of being prepared to handle unexpected situations. As a manager, I want to make sure that I am always available and responsive to my clients. However, I also recognize that sometimes it is necessary to put calls on hold and attend to other tasks. —Polite Manager
Dear Polite Manager,
It is great to hear that you have found a more suitable system for your work style. Being prepared and responsive to clients is indeed crucial, but it is also important to recognize when a call can be put on hold and prioritized accordingly. In your case, it seems that your system of call waiting and answering worked well for you, and you were able to handle the calls efficiently. However, it is also clear that you are aware of the importance of being flexible and adapting to changing situations. —Miss Manners
Miss Manners is right, and I wholeheartedly agree with her advice. Hanging up on a caller, even if it’s a busy one, is not polite or professional. A better approach would be to put the caller on hold and return to them as soon as possible. In fact, hospitals and crisis hotlines have a standard operating procedure of putting callers on hold until the next available staff member can attend to them. This approach shows respect and care for the caller’s needs, even if it’s not possible to take their call immediately. —Polite Manager
Dear Polite Manager,
I couldn’t agree more. Putting callers on hold and returning to them as soon as possible is a more considerate and professional approach. It’s not just about being polite, but also about showing respect for the caller’s time and needs. In a professional setting, it’s essential to prioritize the caller’s needs and be responsive to their concerns. By putting callers on hold and returning to them when it’s possible, you can show that you value their business and are committed to providing excellent service. —Miss Manners

Etiquette in the Workplace

In the workplace, etiquette is not just about being polite and courteous; it’s about creating a positive and professional environment that fosters productivity and respect among colleagues and clients. Good etiquette in the workplace involves being aware of the rules and expectations that govern business interactions, such as dress codes, communication styles, and conflict resolution. It also involves being mindful of cultural differences and power dynamics that can impact interactions. —Miss Manners

Rules of Business Etiquette

“Etiquette is not just about being polite; it’s about creating a culture of respect and professionalism in all interactions.” —Miss Manners

—Polite Manager
Dear Polite Manager,
Etiquette is indeed not just about being polite; it’s about creating a culture of respect and professionalism in all interactions. By following the rules of business etiquette, you can create a positive and productive work environment that benefits both you and your clients. In your case, it seems that you have a good understanding of the rules of business etiquette, and you are committed to providing excellent service to your clients. However, it’s also clear that you are willing to adapt and improve your approach to better meet the needs of your clients. —Miss Manners
Dear Miss Manners,
Thank you for your guidance and advice. I have learned a lot from our conversation, and I will definitely take your suggestions into consideration. I appreciate your emphasis on the importance of being prepared and responsive to clients. I will make sure to put callers on hold and return to them as soon as possible, and I will also be more mindful of the rules of business etiquette. —Polite Manager
Dear Polite Manager,
It was a pleasure to assist you. Remember that etiquette is not just about following rules; it’s about creating a culture of respect and professionalism in all interactions. By being mindful of the rules of business etiquette and adapting to the needs of your clients, you can create a positive and productive work environment that benefits both you and your clients. —Miss Manners
Miss Manners is available to answer your questions and provide guidance on etiquette and social graces.