Formerly perceived as a 'soft' skill, many businesses have discovered that how an employee behaves in the workplace and treats the clients & customers is one way to distinguish a good employee from a not-so-good employee. So if you want to stand out from the rest, here are a few do's and don't of workplace etiquette.

Always greet people when you first enter the workplace or when they first enter the workplace.

Be polite, pleasant and courteous when answering the telephone. The way in which a telephone is answered conveys an image of the institution. Since there is no visual and physical contact between the caller and the person who answers the telephone, you must project courtesy despite your state of mind. The voice should be pleasant. Instead of anger or sarcasm, warmth, sincerity and concern should be projected. Even when rushed, try to appear calm and unhurried while leading the call to a conclusion. Always be polite.

Listen carefully and avoid asking callers to repeat what has already been said. However, this does not apply to numbers, addresses and names. In order to have correct information, numbers should always be repeated and names should be spelled to the caller to ensure accuracy.

Answer promptly any telephone that rings in the workplace. When an employee is busy or absent from a desk, and the phone rings, someone else in the workplace should answer the phone quickly--by the third ring, and do not keep a person on hold for a long time. An unanswered telephone suggests that employees are too busy to service clients. Maybe you are busy, but clients are very important--without them there is no business, no job.

Do not answer the telephone when you're in a meeting. Answering a call during a meeting implies that whoever is calling you is more important than the person sitting in front of you. With the exception of emergencies, taking a call whilst in a meeting is simply bad manners. If you are expecting an important call, tell the person you are meeting with before the meeting.

Be polite, pleasant and courteous when talking to customers and remember to smile! It doesn't matter how busy you are or how bad a day you are having, always treat the customer with the same respect and politeness that you would expect to be treated with. That doesn't mean you have to ask them about their day or have a full-scale conversation with them but "Please" and "Thank you" goes a long way.

Be tactful with rude people. You may have a bad day but you cannot show your feelings to the people you serve. On the other hand, if a member of the public is rude to you, be patient and courteous. Count to ten silently and slowly, then respond politely and positively. When necessary, give instructions slowly and clearly--even if you are doing so for the tenth time that day. If you do not have the correct information, route the client to the appropriate person.

Do not chew gum.

Be discrete when coughing or yawning. These are necessary physical functions. However, when done with a wide-open mouth, besides being unattractive and distracting, they are also unhealthy. Germs can be easily transmitted from one person to another in this manner. Clients are seeking information or some kind of assistance, not an illness. When coughing or yawning, cover the mouth; if possible use a tissue, and turn away from those around you.

Use positive body language. Positive body language shows clients that you are happy to serve them. You can convey this by smiling and paying attention to the person. Stop doing other activities and listen to the person's concerns. Attend to those concerns or direct the person to someone who can help without sending the person on a "wild goose chase."

Avoid eating at your desk when dealing with the public. Lunch or snacks should be eaten privately. A person cannot eat and serve clients at the same time. If you eat onions or any other foods with strong odors, use mints or brush your teeth before attending to clients. Strong food odors are offensive to many people.

Avoid personal conversations when a client is waiting. Personal conversations can either be conducted face-to-face or on the telephone. Talking with your friends while a client is waiting is very annoying and frustrating to the client. Wait until your break time, then you can have private conversations away from public view. If another employee wants to talk when you are attending to a client, try responding with a nod, or tell the employee you are busy and will talk later. Attending to your duties on the job is priority, not socializing.

Be punctual: Be at work on time, as you do not want to keep your clients waiting unnecessarily.

Avoid annoying habits. There are distracting habits which other people may perceive as unpleasant and/or offensive, such as picking your nose, biting your nails, humming to yourself etc. Identify your annoying habits and avoid them while on the job.

Discourage personal visitors. Personal visitors should only be at your workplace if there is an emergency. Otherwise, meet friends in your own time.

Do not use strong perfume or cologne. What smells good on one person may be offensive to the next so, if your fragrance is strong, only use it in your personal time. Avoid wearing too much makeup. Makeup in the workplace should be neutral and unobtrusive, especially if you are serving or handling food. Keep jewelry to a minimum.