CNNfn Archive
http://cnnfn.com/mybusiness/9606/18/index.htm
(Last visited 7/3/00)
Article published in 1996 which is still very appropriate to business etiquette in today's market.  Letitia Baldrige, Etiquette Expert, relates communication in business relationships to the electronic computer age.

Business Etiquette
http://www.jc.com/voice/0698etiquet1.htm
(Last visited 7/3/00)
Eight steps are listed to show how to successfully handle difficult work-related situations.

Telephone Etiquette
http://www.ff.cc.mn.us/business/op4/tsld004.htm
(Last visited 7/3/00)
Even though this page was designed for a collection agency, these techniques are applicable to the SLA Helpdesk  responsibility of answering the telephone.