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The rise of the office etiquette industry

As more people head back into the office, some employers have to address how some employees behave in the office environment.

08 May 2024

Catherine Ngo

Content writer, presenter and podcaster

There is now a demand for workplace etiquette training as companies grapple with the fact that some employees brought their at-home habits back to the office. At the same time, some have had little experience in a professional setting, such as Gen Zers.

Many Gen Zers, many of whom graduated online, started their jobs working from home without role models to demonstrate professional conduct. The class of 2019 and 2020 often started their employment on screens, leaving workers at a disadvantage. It is small things such as maintaining eye contact, turning up to meetings on time and knowing when to talk during meetings. Hybrid and in-office workers expressed frustration with colleagues showing up late to meetings, dominating conversations or arriving unprepared.

A Robert Half survey found that 40% of employees were troubled by others' loud talking, while 30% were concerned about office gossip. Some were frustrated by their colleagues' meeting etiquette or unclear what "business casual" meant.

Some employers, like professional services firm KPMG, have been proactive about addressing such concerns, and they're not looking down on any workers who need a refresh. The firm says that skills need refinement and improvement. During the pandemic, people could no longer conduct presentation skills training in person, so professionals who would otherwise have received real-time coaching in a live setting did not get it.

Regarding Gen Z employees, junior team members did not have the opportunity to shadow more senior professionals presenting to clients or other groups and see presentation skills/executive presence in action, so bringing them up to speed is only fitting.

The Robert Half survey found that almost all Gen Z surveyed said they'd take advantage of office etiquette training resources if offered. They were joined by 73% of their co-workers from other generations, who said they were also interested in brushing up on their manners.

Since not everyone who wants that kind of training will receive it, here are tips leaders can use to coach their people to put etiquette into practice right away.

Understand what 'etiquette' means

Etiquette is how people's lives touch one another meaningfully and respectfully. It is the unwritten ethical conduct in the workplace.

For example, good etiquette can range from responding to chat messages promptly to writing, "Maybe we can discuss this when we meet" or "Remind me tomorrow" if you can't answer immediately.

Emails should be replied to within 24 hours or at a reasonable time. By the time you receive a reminder, it may already be considered rude by the sender. When on leave or sick, put your out-of-office response on so people aren't left hanging.

Take advantage of being in-person

Get to meetings early so you can greet and meet people informally as they come in. When you have the time, walk back from meetings with a co-worker. Use it as an opportunity to build rapport.

Another advantage of being in-person is that team members can learn by observing others, take cues from leaders and other successful and respected employees.

Listen and be engaged

Actively listen when you are in meetings. Make eye contact with the person speaking, nod and use other nonverbal gestures. Don't multitask, text or play games. While you may get away with it when you are working remotely or in person, it shows your colleagues that you are not being respectful of each other’s time.

Take accountability

If you don't remember someone's name or make a mistake, admit it, apologise and then move on. Dwelling on the problem will only make matters worse.

Be of service and contribute during meetings

Read and think about the agenda before you walk into the room. This shows respect for the meeting host and guests.

Inform your host in advance if you have back-to-back meetings scheduled. If the meeting is late, you won't disturb the host when leaving.

Be considerate of people's time

Refrain from interrupting when people are talking. Leave space for spontaneous interactions to take place.

Be intentional

Some workers don't want to return to the office, even for a few days a week and it is understandable if the team member has had little experience in the office. Often what we feel and think can be reflected into our actions. Colleagues will be able to see the angst through non-verbal cues. Be intentional about how you spend your time.

Workplace etiquette training has become a thriving industry as more people return to the office. Employers are realising the importance of maintaining a professional environment and the need to address any disruptive behaviour.

Some employees' lack of lived experience in a professional setting has also contributed to this demand. Understanding that good etiquette can do wonders in building relationships and fostering a positive work environment is essential.