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A partner rudely interrupts you while you're speaking with a customer. A colleague routinely walks into meetings five or ten minutes late. An employee races down the hallway at breakneck speed, ignoring everyone in her path; another is known for his use of offensive language. You notice how many coworkers fail to even say "good morning" when they walk in the door each day.

And you wonder: What's happened to manners? Between the breakneck pace of the world today and the surly behavior standards so frequently exhibited in the popular media, ordinary courtesy certainly seems on the decline.

You can't change the impolite behavior of everyone. But by practicing a few simple habits yourself, you can often change the behavior of the people around you-and dramatically improve the civility of your small business.  

Model polite behavior. Put simply, set a good example. Some of your staffers are bound to notice. For example, if a partner frequently breaks into the conversation at meetings without waiting for others to finish speaking, you model acceptable behavior by sitting across from your colleague and raising your hand when you want to speak. 

Reward polite behavior. No, you won't offer tangible prizes to polite people. But you can-and should-affirm polite behavior every chance you get. Simple affirmation and gratitude motivates individuals to continue good behavior. For example, an employee holds the door open for you. A warm smile and a sincere expression of thanks for his thoughtfulness speak volumes 

Communicate the importance of common courtesy. Keep it simple and light. Humorous signs reminding folks of the importance of their behavior, an in-house "manners seminar" or even a "courtesy kudos" column in your newsletter or on your bulletin board may be all it takes. For instance, maybe several co-workers don't tidy up after themselves in the office. A "house rules" sign reminding employees to clean up their litter next to the copy machine and fax machine might help change that behavior. 

Reinforce polite behavior-before it happens. When you notice a particular need for polite behavior, gently ask for it. Not only may you get what you want, but the polite behavior may persist over time. For example, you're preparing for visitors, and you'd like employees to greet them warmly instead of burying themselves in their work or rushing by them in the hallways. "I'd sure appreciate you taking a few moments to welcome our guests and shake their hands," you might ask. Most people will be delighted to respond positively. 

Treat courteous and polite behavior as a skill. If you're a supervisor, take the opportunity to set behaviorally-based courtesy goals with your employees. And by all means, show your people why and how this behavior is so essential to their future success. For example, say one of your employees consistently mumbles while speaking to others and often turns her head away from listeners. You could emphasize new behaviors-eye contact, crisp and clear diction, and active listening skills-as a performance objective in the employee's annual appraisal.

Impart expectations at social gatherings  

• 5 DEC 12 **    
• Holiday Break 

** Downtown Parade of Lights Performance