Professional relationships have never been more important to people, companies and the customers they serve. They are also under immense pressure, disrupted first by a global pandemic and then by a long-term transition to remote or hybrid work, the rise of a multi-generational workforce, the introduction of novel technologies like AI and machine learning and many other factors.
The statistics are staggering. Recent research for Ernst and Young revealed that 75% of workers feel excluded at work. A separate analysis found that two-thirds feel disconnected from their colleagues. The consequences are multifaceted and far-reaching, including curtailed team cohesion, fewer personal connections, more communication challenges, reduced employee retention, diminished productivity metrics and declining customer service. That’s why we need to get back to the basics, relying on professional etiquette to make our teams more connected and cohesive and our companies more resilient and adaptive.
Professional etiquette, the positive behaviors of an individual who gives, cares about how someone else feels and represents themselves well, can foster an environment where trust, collaboration and mutual respect flourish.
Here’s how leaders can bring their companies back to the basics and make professional etiquette a reality right now.
1. Teach soft skills
Soft skills, interpersonal attributes, communication abilities and emotional intelligence, crucial for effective collaboration and personal interaction, are the foundation of professional etiquette.
According to one Deloitte analysis, 92 percent of companies say that soft skills matter as much or more than hard skills. LinkedIn’s research discovered that the top ten skills that employers want to see on applicants’ resumes all encompass soft skills.
Fortunately, soft skills aren’t born qualities. They are teachable attributes anyone can acquire through intentional training. Giving your team the ability to learn communication skills, leadership frameworks or project management best practices will positively impact company culture and individual performance. By integrating training into your workforce, you also create a baseline of professionalism within your organization, holding both your team and its leaders to the same agreed-upon standard.
Leaders can practically teach soft skills, like business etiquette, by conducting regular training sessions focused on communication and interpersonal skills. Providing feedback and recognition for positive interactions among team members is also crucial, not only at the time of the training but over the long term.
2. Model professionalism personally
Leaders can teach soft skills can instructionally, but they must model them personally to impact people professionally. That’s why leaders must lead by example, consistently demonstrating desired behaviors and providing regular, constructive feedback.
For example, when a manager or supervisor demonstrates civility and soft skills while dealing with a demanding customer, they model professionalism and civility, using soft skills in a way that cues others to follow their lead. To be sure, this doesn’t mean that leaders have to be perfect, but your employees are watching what you do as much as they are listening to what you say, making what you exhibit central to professional etiquette training.
Leaders also model civility and professionalism by celebrating others’ success. Acknowledging when people demonstrate civility reinforces these behaviors and encourages continued growth and development. Celebrate successes publicly and address concerns privately to maintain a positive atmosphere. Leaders should foster an environment of frequent appreciation and feedback, emphasizing the impact of professional etiquette on client satisfaction and company growth.
3. Set professional etiquette expectations
To effectively teach soft skills, leaders should first articulate and embody the organization’s culture, goals and expectations authentically. They also have to set professional etiquette expectations, giving everything a standard to strive for and exceed. A 2024 Gallup survey found that just 47% of employees strongly agree that they know what is expected of them at work, a 9% decrease since 2015.
Set professional etiquette standards on day one, clearly communicating standards and company values from the very beginning of an employee’s tenure. What’s more, assume that this wasn’t done well in the past. Develop teaching and training opportunities combined with open dialogue and listening sessions so everyone is on the same page.
While every organization will necessarily have different professional etiquette expectations, general standards should account for the following:
- Punctuality and preparation
- Appropriate dress code
- Respectful and professional communication
- Customer service excellence
- Workplace civility and boundaries
Civility may not be a natural inclination for everyone, so we need clear expectations and stated standards that enable growth and accountability for everyone. Whether civility is a clear standard or not, it will directly impact company culture and bottom-line outcomes, for better or worse.
A performance-driven endeavor
Professional etiquette isn’t just about feel-good interactions; it’s a measurable component of organizational success. By using Key Performance Indicators (KPIs) to measure professional etiquette, any organization can make meaningful improvements over time. Define what professional etiquette looks like in your organization, establish benchmarks for measuring its implementation and adapt your practices accordingly.
This performance-focused approach allows leaders to refine their strategies, demonstrate the tangible benefits of professional etiquette to stakeholders, and continuously improve their workplace culture.
Opinions expressed by SmartBrief contributors are their own.
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