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"This handy pocket guide is essential for those going out into the work force and for those having a hard time getting ahead. It is also an excellent item for companies to hand out to their employees. It covers how to create an excellent first impression on others, how to fit into the workplace, how to communicate effectively with emails, etc., and doing business on the road.

The author’s style is straightforward and nonjudgmental. She tells it like it is without preaching. We rated this excellent guide a solid four hearts."

Cheap Relief newsletter, September 2003:
Star Lawrence, editor:

“This is so CUTE! I don’t use the word CUTE for just anything, believe me. In her book, Brody reminds us of social skills that may have worn away over the years as we thrash around out here. Some examples:

·Smile: So many people don’t do this. A smile conveys friendliness and receptivity, and comes across in your voice. Smile on the phone, too!
·Make eye contact: Look into the person’s face. Don’t mumble.
·Nod: Being a good listener is key. But you need to reinforce your listening. Nod or say, ‘uh-huh.’ Long telephone silence can be disturbing. Paraphrase the speaker sometimes, ask appropriate questions, make statements that reflect similar situations to keep things flowing. Do NOT interrupt, switch subjects in mid-sentence, tune-out or finish sentences for other people.

According to Brody, here are some common courtesies. How many are common?

·Say please, thank you and goodbye
·Introduce yourself and others
·Be helpful
·Compliment people
·Avoid foul language
·Avoid gossip

Ah well, maybe we could take another cut at all this. Think?”

The Herald Republican newspaper of Indiana, September 9, 2003
Cindy Bevington, reporter/columnist:

“We’ve all done it. Said the wrong thing to the wrong person. Worn the wrong outfit to an important meeting. Made a terrible impression when the first impression is the only chance you get.

Some of today’s etiquette rules are so different from what they were even 20 years ago, that sometimes it’s almost impossible to be sure exactly what the right thing to do is. For example, when everybody’s communicating by e-mail, when should you always hand-write a letter?

The good news is that Brody Communications Ltd. has published an updated version of a business etiquette book authored by executive coach and professional speaker Marjorie Brody, who has written 17 books on public speaking, business careers and etiquette.

21st Century Pocket Guide to Proper Business Protocol is a gem that fits handily inside your jacket vest pocket, small purse or briefcase. Simply presented in an easy-to-understand language, the book first tells you why you need the information inside it, then outlines all the details about what you need to known, and when, in today’s business world.

Divided into four sections, the book gives advice on creating first impressions that lead to lasting impressions, Internet communication protocol, social settings and making the environment work for you.

Within those categories you can learn about conversational and listening skills, body language do’s and don’ts, how to make introductions and how to handle written correspondence with proper salutations and concise writing.

Proper wardrobe for various affairs – right down to the best colors and fabrics for the situation – common courtesies in dealing with coworkers, the public and superiors, how to deal with the mentally and physically challenged, and telephone etiquette are bonuses that many etiquette books either don’t cover or gloss over.

In the “wired” section, readers will be pleased – and relieved – to see that they can learn how to handle themselves in news groups, chat rooms, and conference calls.

The dining etiquette portion of the book, including 33 pointers to guide you through the process, is a prize in itself.

When you consider that in certain situations business etiquette can be as important to your job as the job itself, nobody would want to be too far from this handy reference guide.

At $19.95, it’s worth a million.”

Four stars (out of 5)

Most everyone agrees that there are a lot of rude people out there these days. Marjorie Brody’s 21st Century Pocket Guide to Proper Business Protocol addresses this and many other issues related to appropriate behavior in the work environment. As a reference or as a fun pick-up reading item, the tone is conversational and the examples plentiful. As Brody says, “The value of common courtesy can’t be measured with specific numbers. It’s priceless.”

Brody focuses on four major areas of business protocol: interpersonal communication and professional appearance, working in office settings with colleagues and managers, office technologies (including e-mail and voice mail), and doing business on the road and in social settings. Areas of specific interest to those in pharmaceutical sales include body language and nonverbal cues, listening and conversation skills, and professional wardrobe.

In the business clothing section, there is a checklist for men and women as well as some pointers for overall appearance. This section is quite extensive, and is worth the time to read through. Here Brody also reviews some of the guidelines for business casual, which is relevant to everyone.

“Making the work environment work for you,” the second section of the books, is relevant for those working at the home office or in a regional office environment. It also may help you appreciate the environment of your physicians and their office staff.

The “Rules for the Wired” section is particularly useful for e-mail and voice mail users. Brody covers everything from a basic phone call at the way to appropriate behavior in a Web chat room. The tips on voice mail are particularly relevant, since that is the primary way of communicating in the field. For example, never say a message is urgent unless it is, say your return phone number twice and say it slowly, and be careful about the type of information you disclose on voice mail.

Since we are all using e-mail with increasing frequency, there is a great need to understand the basics of this important communication tool. Brody makes some key points about privacy here, emphasizing that nothing on e-mail is private – not even from your personal account at home. There is always someone who can see your message at some point down the line, whether someone else forwards it on or you inadvertently send it to the wrong person – so be careful what you put in writing.

In the final section, Brody reviews the basics of business dining and other related travel issues. It’s worth reading, but remember that many companies abide by the Washington-based Pharmaceutical Research and Manufacturers of America’s guidelines, so the gift-giving and entertaining sections may not apply to pharmaceutical reps.

Is It Worth Reading?

The “Pocket Guide” is worth having in your briefcase while you’re waiting for you next call. Ass of us can stand a little improvement in this area, and by paying attention to the details of appropriate behavior, you can distinguish yourself from your competition in doctors’ offices as well as within your company.