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Why Etiquette Is More Than Saying Please

In a world where in-your-face behavior is sometimes mistaken as a strength, it’s often hard to understand the rules of etiquette. Thomas: An organization can remember that incivility as a model for life or work is unsustainable. Duncan: The culture of any organization is shaped by the worst behavior the leader is willing to tolerate. What can people do when the leader tolerates behavior that violates the organization’s professed standards? In light of this obvious truism, why do so many organizations tolerate disrespectful behaviors? Thomas: Presumably recognizing the harsh prospective consequences, it’s difficult to imagine why an organization would tolerate disrespectful behavior. Thomas: It’s not dissatisfaction with money, benefits, or workloads that cause people to leave organizations.

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