What is business etiquette?

Business etiquette refers to the professional behaviours and social norms that help people work together effectively. These expectations typically reflect how an organisation wishes to present itself to colleagues, customers and external partners.

Etiquette can include communication style, interactions between team members and conduct during meetings or client engagements. While organisations may choose to document expectations—for example, in internal guidelines—practices often differ by industry, company size and working style.

Why business etiquette is important to business brand

Business etiquette is therefore part of your company brand. You might write rules for etiquette into your employee handbook and/or make key aspects of it part of your company policy.

Business attire considerations

Expectations around attire vary widely. Some employers prefer a business-casual approach for client interactions or public-facing events. Others take a more relaxed stance, especially in creative or tech environments. The aim is typically to align presentation with customer or industry expectations.

Examples of business etiquette in a modern office

Below, we’ll look at some challenges to business etiquette that you’ll likely have to consider in a modern office environment. As employees have access to personal tech like phones or digital watches, you might want to regulate their use.

Social media and phone usage

Practices differ across workplaces, and some employers choose to consult employees when shaping these norms.

• Personal devices can be distracting in customer-facing environments or shared workspaces.
• Some companies outline when and where devices can be used during the workday.
• Organisations sometimes develop guidance around social media use on company equipment or during business hours, depending on the nature of the role.
• Practices differ across workplaces, and some employers choose to consult employees when shaping these norms.

Why business etiquette is still important in the age of remote working

Remote and hybrid arrangements can require added clarity, particularly around communication and responsiveness.

Email and online messaging etiquette

Some organisations outline expectations for how employees communicate about deadlines, project progress and other work-related information when using email or messaging tools.

Expectations for email tone and formality often vary by organisation and industry. For firms dealing with clients in a legal environment, you may need your employees to write much more formally than if they were working in customer support for a product or brand. Clear guidance can help employees understand how communication norms apply in different client or customer interactions.

Video call etiquette

Virtual meetings remain common in hybrid work settings. Employers may choose to outline general expectations such as:

• Being on time for a call
• Wearing the right attire for the video call (such as business casual)
• Providing the right level of lighting for the call
• Being respectful of others’ ability to speak, such as not talking over others
• Paying attention to the conversation and not leaving unexpectedly
• Calling another employee without first arranging it with them

Some teams also clarify whether cameras should be on for certain types of meetings, though practices vary widely.

While business etiquette may have changed somewhat with more employees turning to remote or flexible working, many of the same rules apply such as dress code and being on time for meetings. Some organisations choose to incorporate diversity and inclusion etiquette into their broader communication expectations.