HR Corner Breaking the "all work, no play" mould by Martin Williams Top accounting firm employees reap the benefits from etiquette training Professionals working for global accounting firms are not only responsible for negotiating important business deals and providing outstanding services; they also reflect their employer's image and reputation through the way they dress and behave in social discourses. KPMG, a professional firm providing audit, tax, and advisory services, places a strong emphasis on the importance of social etiquette. This, as U Kin-chong, career development director —h uman resources, KPMG, emphasises, stretches beyond the boardroom. "There's something special about accountancy," says Mr U. "Employees meet with clients on a daily basis, sometimes with clients at quite a senior level from early on in their careers." This makes it particularly important for both new and experienced staff working for the "big four" accounting firm to look their best and behave appropriately. Keener focus Up until about five years ago, KPMG offered ad hoc etiquette and business grooming training for its staff. "We also provided new recruits with guidelines on appropriate business attire," says Mr U. The firm has since increased training substantially with more structured programmes. One of these is a myLife programme which was launched a year ago with the ultimate objective to help staff to achieve a better work-life balance. Additional training sessions on business and dining etiquette have been running since April this year. Using an analogy, Mr U compares business etiquette —o r a lack thereof —t o travelling. When a flight or train is on time, travellers take it for granted, but when there is a delay, they notice. Likewise, improper business behaviour gets noticed and can hinder business processes. "University graduates, particularly those from Hong Kong and major cities on the mainland, already know how to dress their best," says Mr U. KPMG's focus is therefore more on how to behave in a business setting and on equipping recruits with the social tools to boost their confidence in situations that may seem "nerve-racking". "Young graduates may feel a bit nervous or intimidated walking into a big meeting room with 30 people around a table. They may wonder how to hand out name cards or shake hands," says Mr U. "We want our recruits to feel comfortable and natural about these things." He remarks that business etiquette training is mainly for people who are commencing their careers, such as fresh graduates and assistant managers. "It is mainly managers and senior managers that attend our dining etiquette training sessions, but even the most seasoned executives can always learn something new," he says. "Even the most seasoned executives can always learn something new" Personal advancement KPMG employs certified external trainers who are experienced in training multinational company employees and the programmes are open to all staff members working in KPMG's offices across China. "Currently we have two half-day modules, one focusing on business etiquette and the other on dining decorum. We expect 600 to 700 people to have completed these courses by the end of the year," says Veronica Lung, assistant manager, human resources, KPMG, adding that the business etiquette module is taught in a classroom setting, allowing for role-play sessions. "When teaching dining etiquette, we set up dining tables and cocktails in a restaurant or clubhouse, creating an authentic atmosphere," explains Ms Lung. Again, participants practice the finer aspects of socialising, including small talk and how to begin and end conversations tactfully via a series of role-plays. "We also have a module on wine appreciation," notes Mr U. "Not only does this give staff a break from the office routine, they also enjoy learning about something that will come in useful in both their professional and personal lives as well as enhance their lifestyle." Participants get to practice what they have learnt during formal company gatherings and more casual after-hours social events. "With their training in mind, they are quick to notice when a waiter commits a faux pas," Ms Lung remarks. Another benefit of the training is that employees tend to apply the knowledge and skills they gain in their personal lives, Mr U reflects. "Some of our senior managers have become interested in fine dining and wine tasting. This in essence proves that our training endeavours have been effective and beneficial." Staff feedback has been positive and participants are looking forward to future training programmes. As a result, the firm is currently reviewing programme contents and plans are underway to introduce full-day business etiquette modules in the future. Salient points * Strong emphasis on grooming and business etiquette * Structured programmes include modules on business and dining etiquette * Programmes lead to increased business confidence and an enhanced personal lifestyle Taken from Career Times 29 August 2008, p. A20 Your comments are welcome at [email protected]