Reinventing Association Etiquette Training for the Post-Pandemic Office

In today’s evolving professional landscape, associations face unique challenges in adapting to the changing needs of their members, volunteer leaders, and staff. This transformation is particularly pressing as associations must model exemplary standards for their industry while addressing operational shifts within their own organizations. A key area of focus is fostering a culture of collaboration and professionalism across diverse chapters, demographic sections, and member groups, particularly in the context of hybrid work and evolving workplace dynamics.

Reinventing Etiquette Training: A Strategic Imperative

For associations, the challenge of maintaining a cohesive organizational culture is compounded by their reliance on a mix of professional staff and volunteer leaders. Reintegrating teams into physical and hybrid workspaces necessitates a deliberate focus on reestablishing shared norms and expectations. This isn’t just about revisiting outdated notions of workplace decorum; it’s about creating an inclusive, adaptive environment that bridges generational divides and diverse member needs, while managing risks. Etiquette training has emerged as a critical tool in this effort, providing associations with a structured method to enhance clarity, respect, and collaboration among their internal teams and their broader membership.

Recent research highlights the importance of structured training in shaping professional interactions. A survey by ResumeBuilder.com found that 45% of organizations have implemented etiquette training, with two-thirds reporting strong results. While such programs often focus on staff, associations must extend their efforts to chapters, sections, and member-facing volunteers to ensure alignment and consistency across the organization.

Designing Effective Etiquette Training for Associations

Comprehensive etiquette training tailored to associations should address a range of practical and strategic needs. These programs, from my experience consulting for associations on this topic, must be inclusive, flexible, and designed to resonate with both professional staff and volunteer leaders who often represent diverse demographics and professional sectors. Key components include:

• Communication Skills: Training should emphasize clear, respectful, and inclusive communication. This includes active listening, constructive feedback, and adapting tone and style to suit diverse audiences—essential skills for association leaders interacting with members and stakeholders. For example, volunteer leaders in chapters may require guidance on how to navigate member feedback constructively or communicate decisions transparently.
• Meeting Management: Chapters and sections often rely on volunteers to facilitate meetings. Training should provide tools for effective meeting preparation, equitable participation, and managing hybrid or virtual formats. For instance, ensuring that a remote member’s input carries equal weight in a chapter’s decisions is vital for fostering inclusivity and engagement.
• Conflict Resolution: Associations, like any collaborative environment, face conflicts among staff, volunteers, or members. Training must equip individuals to handle disagreements constructively, employing de-escalation techniques and fostering empathy. For example, a section leader resolving tensions between differing demographic groups within their membership can benefit from role-playing exercises that build perspective-taking skills.
• Inclusion and Equity: Associations serve as a microcosm of the industries they represent, making it essential to address bias and microaggressions proactively. Detailed training on recognizing and addressing these issues can help create a culture of belonging. Volunteer leaders, who may not have prior training in diversity and inclusion, should be prioritized in these initiatives.
• Digital Conduct and Professionalism: As associations increasingly operate in virtual spaces, training on email, social media, and hybrid communication norms is indispensable. Chapters, for instance, might need guidance on maintaining professionalism while engaging members via online platforms or managing virtual events.

Case Study: Reinventing Etiquette Training for a National Association

Consider a case where I consulted with a national professional association representing healthcare professionals. The organization was struggling with communication breakdowns and disengagement among its chapter leaders and section heads, particularly as they navigated the complexities of engaging with members both in-person and on videoconference during meetings. Here’s how we applied etiquette training to transform their operations:

1. Assessing Needs: We conducted a survey across the association’s chapters and sections to identify key challenges, such as inconsistent meeting practices and a lack of clarity in conflict resolution protocols.
2. Customizing Training: Based on the survey findings, we designed a series of interactive workshops tailored to the association’s specific needs. For example, we included scenarios reflecting real-life challenges faced by chapter leaders, such as managing intergenerational teams or responding to member grievances spanning in-person and remote contexts.
3. Interactive Delivery: We employed role-playing exercises to teach leaders how to navigate difficult conversations, manage inclusive hybrid meetings, and address microaggressions proactively.
4. Ongoing Support: After the initial workshops, we provided chapters with a toolkit, including guidelines for digital conduct, templates for meeting agendas, and resources for conflict resolution.
5. Measuring Impact: Feedback indicated a significant improvement in communication and collaboration within chapters, and members reported feeling more supported and heard by their leaders.

Guidance for Association Leaders

Implementing etiquette training requires association executives to lead by example and commit to continuous improvement. Leaders should embody the principles of inclusivity and professionalism they aim to instill. Customizing training to address specific needs of chapters and sections ensures relevance and engagement, while ongoing feedback mechanisms help refine these programs over time.

For example, an association executive might host regular listening sessions with chapter leaders to understand their challenges and adjust training accordingly. This proactive approach not only improves internal operations but also demonstrates the association’s commitment to setting industry standards.

Building a Sustainable Culture of Excellence

As associations strive to adapt to evolving member expectations and hybrid work realities, etiquette training serves as a cornerstone strategy. By fostering an environment of mutual respect, inclusivity, and professional excellence, associations can strengthen their internal operations while serving as exemplary models for their members and industry. This approach ensures that associations remain not only relevant but also transformative leaders in their professional domains.

Key Take-Away

Association Etiquette Training is a powerful tool for unifying staff and volunteers, improving communication, and fostering inclusion. Share on X

Image credit: RDNE Stock project/pexels

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Dr. Gleb Tsipursky was named “Office Whisperer” by The New York Times for helping leaders overcome frustrations with hybrid work and Generative AI. He serves as the CEO of the future-of-work consultancy Disaster Avoidance Experts. Dr. Gleb wrote seven best-selling books, and his two most recent ones are Returning to the Office and Leading Hybrid and Remote Teams and ChatGPT for Thought Leaders and Content Creators: Unlocking the Potential of Generative AI for Innovative and Effective Content Creation. His cutting-edge thought leadership was featured in over 650 articles and 550 interviews in Harvard Business Review, Inc. Magazine, USA Today, CBS News, Fox News, Time, Business Insider, Fortune, The New York Times, and elsewhere. His writing was translated into Chinese, Spanish, Russian, Polish, Korean, French, Vietnamese, German, and other languages. His expertise comes from over 20 years of consulting, coaching, and speaking and training for Fortune 500 companies from Aflac to Xerox. It also comes from over 15 years in academia as a behavioral scientist, with 8 years as a lecturer at UNC-Chapel Hill and 7 years as a professor at Ohio State. A proud Ukrainian American, Dr. Gleb lives in Columbus, Ohio.