Resetting the office culture code for the post-pandemic office

In today’s rapidly changing business environment, a subtle yet profound shift is taking place in office dynamics, particularly as we welcome back teams that have been dispersed by the necessity of remote work, writes Dr Gleb Tsipursky.

Managers are finding themselves at the helm of this transformation, charged with the critical task of reintegrating employees into a physical workspace. But there’s a catch: not everyone remembers the nuances of office etiquette, especially those who joined the workforce during the pandemic. This oversight can undermine the very collaboration benefits that office returns are supposed to enhance, requiring managers to reset the office culture code.

Relearning office etiquette: A necessity for all

The need for etiquette training isn’t just about polishing manners; it’s about ensuring effective communication and reducing conflicts within a diverse workforce. According to a comprehensive survey by ResumeBuilder.com, which involved 1,548 business leaders, a significant 45 per cent of companies have initiated etiquette classes, with another 18 per cent planning to roll these out within the year. The positive reception to these programs is undeniable, with two-thirds of these organisations reporting high levels of success.

Interestingly, while it might be presumed that younger employees are the primary beneficiaries of such training, the reality is quite different. Only 10 per cent of the surveyed companies focused their training exclusively on Gen Z and new college graduates. A substantial 60 per cent extended these programs across their entire workforce, acknowledging that effective office communication transcends generational divides.

Specifics and examples of effective etiquette training

Etiquette training thus offers a crucial element for maintaining professionalism, respect, and productivity within the office. We arranged training sessions for companies I consulted for to cover a wide range of topics, designed to address both general professional behaviour and specific interpersonal interactions that cultivate a respectful and productive office environment.

Communication skills are foundational to any successful team. Training in this domain focuses on ensuring clear and respectful communication in person, via email, and during online meetings. It includes lessons on active listening, which involves maintaining eye contact, noting body language, and asking clarifying questions to truly understand the speaker. Participants also learn effective feedback techniques, such as the “sandwich” method, where constructive criticism is cushioned with positive comments. This approach supports a culture of growth rather than discouragement. Additionally, training emphasises the importance of tone and language, teaching employees to choose their words carefully and adjust their communication style to suit different audiences, thereby enhancing clarity and reducing potential misunderstandings.

Meeting etiquette is essential for running efficient and inclusive meetings. Training emphasises the importance of punctuality as a sign of respect for others’ time. Participants are taught to prepare adequately by reviewing necessary documents beforehand and to engage equitably in discussions. Proper meeting conduct also includes managing participation to ensure all voices are heard, and for virtual meetings, guidelines cover when to mute oneself to avoid background noise and how to present oneself professionally on camera.

Conflict resolution is an integral part of workplace dynamics, as conflicts are inevitable. Training focuses on teaching employees to handle disagreements professionally by employing de-escalation techniques such as taking a timeout or rephrasing potentially inflammatory statements. Role-playing scenarios help employees develop empathy and perspective-taking skills, enabling them to understand and respect differing viewpoints. Additionally, employees are trained in problem-solving techniques that encourage collaborative solutions, ensuring all parties feel respected and valued.

Email and social media conduct covers the nuances of digital communication, which is integral to modern business operations. Email etiquette training ensures employees understand how to compose professional emails that are clear, concise, and polite. This includes the proper use of subject lines, and when to cc or bcc recipients. Social media guidelines help delineate the boundaries between personal and professional use, advising employees on the implications of their online behaviour on both personal and company reputations.

Dress code and personal conduct training addresses the visual aspects of professionalism. Employees are briefed on the company’s dress code, helping them understand what is expected and why it matters. Training also covers personal space and hygiene, which are important factors in maintaining a professional and comfortable shared work environment.

Beyond manners: Addressing microaggressions and inclusion

The transition back to office work presents significant challenges, particularly for minority employees. Research underscores the gravity of this issue; for instance, a study by Future Forum reveals a stark preference disparity: only 3 per cent of Black knowledge workers are in favour of full-time onsite work, as opposed to 21 per cent of their white counterparts. This reluctance largely stems from concerns over discrimination and the prevalence of microaggressions, which can significantly impact the comfort and productivity of minority employees in the workplace.

In response to these challenges, I have guided client organisations not just to revisit but to thoroughly revamp training programs to better address these issues. The objective is to create a truly inclusive environment where diversity is not only acknowledged but celebrated, ensuring that all team members, irrespective of their background, feel valued and fully integrated into the organisational culture. This enhancement involves several key strategies:

• Comprehensive bias and microaggression training: We implement detailed sessions that help employees identify and understand unconscious biases and microaggressions. By bringing these often subtle behaviours to light, employees can become more aware of their actions and the impact they have on others. Training includes real-world scenarios and role-playing exercises to help illustrate how these biases and microaggressions manifest in the workplace, and the immediate steps individuals can take to address and mitigate them.
• Promotion of inclusive communication: We focus on cultivating communication strategies that reinforce inclusivity. This includes training on how to use language that is respectful and considerate of all cultural and personal backgrounds. The training also covers effective ways to conduct meetings and discussions where every participant feels they have the opportunity and safety to express their thoughts without fear of being marginalised.
• Establishment of a feedback mechanism: Encouraging an ongoing dialogue about workplace diversity and inclusion is crucial. We set up systems where employees can freely share their experiences and feedback on inclusivity issues. This open line of communication helps management identify and address any concerns promptly, ensuring that inclusivity remains a dynamic and integral part of the corporate culture.
• Regular review and adaptation of policies: Recognising that societal norms and sensitivities evolve, we ensure that diversity and inclusion policies are not static. Regular reviews and updates of these policies are conducted to adapt to new understandings and best practices in managing diversity, equity, and inclusion.

These strategic enhancements are designed to not only address the immediate concerns of microaggressions and discrimination but also to foster an ongoing culture of empathy, respect, and mutual understanding across all levels of the organisation. This proactive approach in training and policy development is essential in building a workplace where every employee can thrive and feel genuinely supported.

Guidance for managers implementing etiquette training

For managers tasked with implementing these etiquette training programs, the challenge is not only in the delivery but also in ensuring the relevance and engagement of the training content. Here are some specific tips and strategies that can help:

• Lead by example: Managers should embody the principles they wish to instil. This means adhering to the highest standards of office etiquette themselves, from punctuality to dress code and communication. Demonstrating these behaviours daily sets a powerful example for the team.
• Customise training to team needs: Understand the unique dynamics and needs of your team. This might involve conducting preliminary surveys or discussions to identify specific areas where etiquette training is most needed. Tailoring the sessions to address these points will make the training more effective and personally relevant to employees.
• Incorporate interactive elements: Make training sessions interactive by including role-plays, simulations, and group discussions. These methods help reinforce learning and make the training more engaging and practical for participants.
• Provide ongoing support and resources: Etiquette training should not be a one-time event. Providing ongoing support, refresher courses, and resources such as cheat sheets or guidelines can help maintain the standards set in the initial training sessions.
• Encourage feedback and continuous improvement: After conducting the training, solicit feedback from the team on its effectiveness and areas for improvement. This not only helps in refining the training approach but also makes employees feel valued and involved in the process.

Implementing these strategies can significantly enhance the impact of etiquette training, making it a valuable tool for managers to foster a harmonious and productive workplace. By focusing on these areas, managers can ensure their teams are not only well-versed in professional conduct but are also equipped to excel in a collaborative office environment.

A proactive step towards enhanced collaboration

The implementation of etiquette training offers a proactive strategy for managers to cultivate a workplace culture that prioritises respect and effective communication. As we continue to navigate the complexities of a hybrid work model, the ability of teams to interact productively in a shared space is more crucial than ever. Etiquette training serves as a fundamental tool in this process, equipping employees with the necessary skills to collaborate successfully and harmoniously.

Gleb Tsipursky, PhD, is the chief executive of hybrid work consultancy Disaster Avoidance Experts.