In the words of George Bernard Shaw, “there is no accomplishment so easy to acquire as politeness, and none more profitable.” A simple concept you might think - business etiquette - and one so important you would think everyone would make it a priority to learn. Yet, for the most part, it happens to be quite the opposite. Almost 10 years ago, in the fall of 1995, I was asked to write a column on business etiquette for The South Florida Business Journal.  It was a simple Q & A column, where readers wrote in with their questions concerning manners, social skills, business faux pas and the like. I hate to admit that in the 20 years I have been teaching business etiquette workshops, not much has changed and I find myself being asked the same questions over and over.

In today’s world of business, fraught with competitiveness, I am constantly shocked by manners in the workplace, or rather the lack thereof.  Many of today’s executives will proclaim to know everything about their business, but know little about how to conduct themselves within the business world.

Unfortunately, being polite and having good manners has not been a required skill set, although it should certainly be. One of my favorite tales is the story of the financial executive who, while dining with a potential client, licked his knife clean at the end of the meal. I call it the $30 million-dollar lick. That was the value of the deal that was lost by offending the customer. Or the one about the wife of a young attorney who drank far too much at a business dinner, and started bad-mouthing a client of the firm. As a result, the promised promotion to the partner did not materialize and he eventually left the firm.

Knowing how and when to act properly or even appropriately at any occasion cannot be overstated. In today’s business climate, it is not only about gaining a competitive edge with clients and colleagues, but keeping pace with them. Entertaining a client with confidence, acting appropriately at business functions and knowing the proper use of the knife and fork at a business dinner are just some of the necessary skills today’s executives must have in an increasingly competitive environment, skills that will leave a lasting impression – good or bad.

Good manners are a necessity; they were 100 years ago and they will be in 100 years time. Etiquette is saying that it’s o.k. to be nice. It starts with the basics of acknowledging others and saying please and thank you. Yet somewhere between childhood and adulthood, many people have lost the ability to use these simple words. 

Sadly, it seems that we have adopted an attitude that being nice or being well-mannered, is somehow counter-productive to being successful or powerful. This could not be more contrary.  I know of an investment banker who has brilliantly mastered the intricacies of mergers and acquisitions, but has such an abrasive manner that it impedes her ability to connect with people and has hindered her career progress. She simply needs to learn how to be nice.

In today’s cut-throat business world, it may be hard to perceive the connection of etiquette inside a company to its bottom line. However, that link often reveals itself when looking at the quality of leadership of top management. Isn’t that where the atmosphere that forms the character of the organization is created? Or is supposed to, at the very least.

It is the character of a company and its management that attracts the best people at all levels, who want to work for that company. A strong character creates low turnover, high quality work and loyal customers. The reverse is also true - an atmosphere of hostility, bad manners and lack of respect for workers will eventually have a negative effect on the bottom line and success of the business. Now I know which type of company I would rather work for.

Bad business etiquette also equates to poor productivity and performance in the workplace. The University of North Carolina at Chapel Hill’s Kenan-Flagler Business School actually conducted a study of people who experienced incivility at work showing how costly it can be. One in five said their worked suffered and they worked less hard as a result of rudeness at work and one in ten spent less time at the office. Nearly half considered changing jobs, and more than 10 percent did so according to the study.

And the future of business etiquette? This past fall, as they do every year, the leading news magazines published their list of the top ranking business schools in America . What amazed me was that nowhere in the curriculum of these schools was there a course offered on business etiquette. Yet the same students will be expected to acquire skills needed to succeed in the workplace. A few offered extra-curricular courses on certain cultural issues dealing with special areas of the world economy, but all the schools lacked courses on how graduates entering the business world should treat co-workers and clients. There are no courses on business etiquette. It must be taught. In the interest of career advancement, young professionals and executives need to master basic business and social protocol. Listen up – you need to learn to be nice.

Every business understands the value of the bottom line, so remember this - etiquette does have value. Value for your career. Value for your company. Value for you as an individual. Proper etiquette will make you a successful person, not to mention a nice one.

Sonia Jacobson is the Co-Founder and Executive Director of Suited For Success and President of Image Development Group, Inc., in Miami Florida. With more than 20 years experience as a corporate image consultant, Sonia has provided corporations, business executives and community leaders the skills necessary to make a statement and distinguish themselves.

Representative clients include: American Express, Blue Cross Blue Shield of Florida, Burger King Corporation, Citibank, Southeast Bank, IBM, AT&T, Hewlitt Packard, Kodak, Fountainebleau Hilton, Sonesta Key Biscayne Hotel, Trump Sonesta International Resort, Marriott Hotels, Lennar Homes, Greenberg Traurig, Shutts & Bowen, Holland & Knight, The Sun-Sentinel, University of Miami, Barry University Business School, Nova University Law School, Florida Atlantic University, Florida International University.

For information on corporate seminars or individual consultations please contact Sonia at (305) 799-1299 or sj1299@bellsouth.net