For most professionals, every day can’t be a great day. Stuff happens – like being inundated with interruptions when you’re on a tight deadline. Or, you’re due for a pay increase but it ain’t happening. Or you’re stuck in traffic and going to be late for that important client meeting. Or you and your co-worker are not seeing eye to eye on a project. We’ve all been there when emotions are running high. It’s how we handle ourselves that indicate our self-regulation strength during challenging times.

This is how all started… Since I was a teenager I have attended several Etiquette Schools with the best professors in my country, Dominican Republic. I must say that even though it was my mom’s idea to learn “how to be a lady”, I’ve always been very concerned about good behavior. Later, my professional path went from the Advertising, Journalism, and the Communication world.

While the points below might sound like tips or just ways to mitigate or eradicate the toxic environment at a workplace, they are rather real-time examples that I have practiced witnessed.

Thank you for the opportunity to share my story! I am happy to offer what I have been doing to promote civility in the workplace since graduating from The Protocol School of Washington nearly one year ago.

According to "Happiness at Work" author Jessica Pryce-Jones, American workers spend an average of 90,000 hours at work over their lifetime. With so much time spent in cubicles and under the glare of fluorescent lights (and constant deadlines), maintaining civility and respect is not only important for personal and professional success but, also for the psychological well-being of your entire office.

In his article “The Cost of Poor Communications,” David Grossman reported that in a survey of 400 companies with 100,000 employees each cited an average annual loss (per company) of $62.4 million due to inadequate communication to and between employees. In looking at smaller companies of 100 employees or less, Debra Hamilton asserted in her article, “Top Ten Email Blunders that Cost Companies Money,” that miscommunication results in an average loss of $420,000 per year.

Whether it’s Facebook, LinkedIn, Twitter, or any other brand new social platform or app to hit the market, human connectivity is evolving at an exponential rate. When we are online—someone, somewhere is watching what we’re doing, what we’re saying, and what we’re posting. Unfortunately, this type of ubiquitous exposure can sometimes negatively affect our professional image or a company where we are employed.

According to a poll by the Center for Professional Excellence at York College of Pennsylvania, "appearance" ranked second only to "communication skills" when respondents named qualities most often associated with professionalism. In today’s climate of more casual office wear, employees may not realize what the rules of conduct—or fashion—may actually be.

As last year’s winner of the National Business Etiquette Week contest, Konrad Phillip—known as North America’s Youngest Etiquette Expert—presented an engaging infographic that addressed ways to put civility back into the political process. In a recent interview, Konrad discusses the year since his win (including his take on last year’s elections), his training with the Protocol School of Washington, and his future plans.

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.

Our esteemed president, Pamela Eyring, will be traveling to the Emerald Isle next month, where she will be presenting an interactive dining tutorial (You Planned the Meal and Now It’s Time to Eat) at the Protocol & Diplomacy International – Protocol Officers Association (PDI-POA) Annual International Education Forum. From fork usage to toasts and advice for guests and hosts, Pamela’s visit to Ireland will include everything you ever needed to know about European (Continental) Dining Tips.

As any protocol officer who plans and orchestrates ceremonies, gift exchanges, presentations, international visits and special events knows, the most important thing to remember is to make a guest feel welcome. But what happens when something goes slightly off track? As the winner of our “Protocol Memories of a Lifetime” photo contest, Andrew Loeb Shoenig—associate director for the Congressional Studies Group—relays what happened after experiencing a gift exchange mistake with a foreign dignitary and how effective protocol practices helped save the day.

When we think of something as picture perfect, we typically envision it as completely flawless, exactly right, ideal. In common usage, “picture perfect” typically refers to the end result or what people see and/or experience – as if one were looking through a camera lens and seeing a flawless composition. Picture perfect results don’t just happen – they are born of mindful planning. And true mastery comes when, during the planning and execution phases, we accept and embrace the idea that perfection is subjective and is not a one-size-fits-all proposition. We all have different “lenses” through which we see and interpret the world around us, and flawless execution demands that we consider these myriad perspectives.

My initial Protocol Officer Training in May 2016 helps me daily here at USAID. Without hesitation, my favorite aspect of protocol is never quite knowing exactly what I will be asked to assist with, resolve, mediate, mitigate, or plan each day! No two are the same in my work life. I am tasked with new and different challenges regularly, and no matter what, I know I have a network of experts and references to look to for guidance - a network I nurture carefully.

In 1985, the January inauguration was historically cold. In fact, DC had to cancel several of the participating groups (50 high school bands and other sponsored events, etc.), which was a big disappointment for many organizations (many of whom were operating partners and/or customers of Disney), including President Reagan, who commented on national TV that he wished the tradition was to do it “someplace warmer…like Florida!”

Do you remember when you were a child and had to play with new kids in a different sandbox? This is how I felt the first time I supported a HQs US Air Force (USAF) event. The Global Air Chiefs Conference (GACC) was held on April 23-25, 1997, in conjunction with the USAF’s 50th Anniversary Celebration in Las Vegas. (Yes, it’s true, our military used to be able to host events there). It was nearly 20 years ago!

When Don Henley wrote the lyrics “People love it when you lose, they love dirty laundry,” he probably never guessed the ever increasing prevalence of “dirty laundry” airing in today’s news cycles, especially when it comes to awkward or unflattering photography. But protocol officers who plan and orchestrate ceremonies, gift exchanges, presentations, international visits, meetings and special events stay focused on what is important – making their guests feel welcomed and capturing moments to remember.

Most communication experts now believe that almost 90% of what we say comes from nonverbal cues, which includes our body language. From a flip of the hair to hands on your hips, how you move, gesture, and make expressions can say as much as what comes out of your mouth.

The seventh annual Civility in America survey* captures the American public’s views on civility in society with 75% stating incivility in this country has risen to “crisis” levels up from 65% in 2014.