Modern Manners: The Protocol School of Washington’s Founder—Dorothea Johnson—on the State of Etiquette in Today’s Workplace

As we recognize National Business Etiquette Week, we had a conversation with one of the world’s most respected experts on business etiquette and protocol, Dorothea Johnson—the founder of The Protocol School of Washington—to get her opinions and advice on the current state of etiquette in today’s business arena. With a career that includes counseling clients in the business, government, education, and entertainment, Dorothea has been an expert resource on protocol and etiquette and quoted in more than 60 books as well as hundreds of columns and articles in major publications in the United States and abroad. Dorothea has also authored/coauthored six books including her latest, Modern Manners: Tools to Take You to the Top, which she co-wrote with her granddaughter—actor/producer Liv Tyler. The book has been translated and published in Russia, Poland, Japan, Saudi Arabia, Lithuania and Taiwan.

Dorothea, what is your view of business etiquette today vs 30 years ago?

I’ll start with a basic example. Thirty years ago, women were not expected to stand when being introduced to someone, male or female. Yet, etiquette rules dictated that men stand for all introductions, to women and men. 

Today, in professional and social arenas, anyone who is introduced to another person, regardless of their gender should be ready to stand, smile, shake hands and respond with confidence. (An exception to this rule is an elderly person who may remain seated if she or he chooses to or someone with an injury or disability who finds it too difficult to stand.)

Standing shows respect to others and to oneself. Anyone who does not stand for an introduction appears to be uninformed. Those of us who are writing about manners and etiquette have to be mindful of women in the business arena today and acknowledge that women should always be on the same footing as men.

Do you think rudeness and lack of business etiquette is at an all-time low? Why or why not?

Yes, both rudeness and lack of business etiquette is at an all-time low. Why? We used to value civility and rules of etiquette. Over time, the rules relaxed. Now, very little effort is put into learning and practicing good manners. It is my belief that this relaxed way of life has become the norm because many people tend to be guided by the actions of others. Their thinking is, “It must be okay, everyone is doing it.” I also believe that rude actions often prevail simply because people are uninformed on such matters. On learning etiquette mistakes they were inadvertently making, I’ve heard from many top executives over the years who have confessed to me, “I didn’t know what I didn’t know.”

What recommendations would you give to correct this sort of behavior?

To help correct incivility and rudeness in the business arena, I highly recommend the use of employee manuals. All manuals should include a section devoted to civility and etiquette, which will enhance customer service. Human resource managers can also teach in-house etiquette and customer relations classes. The Protocol School of Washington routinely trains and prepares human resource managers from top companies around the world on ways to teach their own employees about following good business etiquette.

Do you think technology has affected interpersonal relationships and has it led to a more uncivilized workplace?

Yes. Technology makes it easy to fall into the shortcut trap and get sloppy with manners. This has led to an increase in uncivilized workplaces. Studies show that many people have become so comfortable with emailing and texting that they’re avoiding – and forgetting – the principles of face-to-face conversation. 

For better or worse, technology is here to stay and it has gone forth and changed almost everything about how business persons interact. Instead of allowing it to diminish us professionally and socially, we can use this valuable tool as a great convenience without offending anyone around us.

How about social media? Has it helped or hindered good business etiquette?

My belief is that social media has hindered good business etiquette inside and outside the workplace. Individuals have posted personal or non-businesslike photos, made political statements or negative opinions about their workplace, and have used vulgarity, thereby being fired from their jobs. Offenders seem to forget that anything posted can be viewed by others, not just the intended recipient.

What can we do to reinstate civility in the workplace?

Lead by example. The workplace is the largest – and most commonly experienced – social environment in the world, and no matter where you work, good manners will help you advance, just as poor manners will work against you. It is on this stage, where first impressions play an important and lasting role. You are both your own ambassador and the ambassador of the company that employs you. The ability to work with others, demonstrate good manners, and make others feel comfortable is vital to your success. A polite, professional manner will ensure a smoother climb up the ladder of success.

Your book Modern Manners covers many ways to reinstate good manners in the workplace and beyond. Why are good manners – and civility – important investments for a person’s future?

A person who values civility and good manners will also demonstrate leadership skills which help create rapport within the workplace. From this grows the feeling of mutual respect and friendship. These assets will take one far in building relationships, both professional and personal—clearly, an important investment for one’s future. 

Note: I have never known, read about, or heard of a person being denied a promotion, or fired because he or she had good manners.

What is the number one thing someone can do today to enhance interpersonal relationships?

Practice civility. Be a major contributor and reward yourself and others in your business and social relationships. If one person exhibits good manners, other people will pay attention. Always remember that civility begets civility.  

For more information on Dorothea Johnson and Modern Manners: Tools to Take You to the Top, visit her website at dorotheajohnson.com.