085: Courtesy Is Not Optional: How We Treat People Is the Strategy

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In this episode, Sarah Beth Herman discusses the decline of common courtesy and its implications for workplace culture and leadership. She shares a personal story about a simple act of kindness and how it highlighted the importance of courtesy as a fundamental leadership strategy. Sarah Beth emphasizes that culture is demonstrated through everyday interactions rather than mission statements. She provides a six-step framework for coaching employees to meet expectations and describes a practical example where she revamps her team's approach to overcome a challenging week. The episode concludes with a five-day reset plan to enhance courtesy within teams and solidify a culture of kindness, clarity, and accountability.

Reference:

Cuddy, A. (2012, November 19). First impressions: The science of meeting people. Wired. https://www.wired.com/2012/11/amy-cuddy-first-impressions

Fiske, S. T., Cuddy, A. J. C., Glick, P., & Xu, J. (2002). A model of (often mixed) stereotype content: Competence and warmth respectively follow from perceived status and competition. Journal of Personality and Social Psychology, 82(6), 878–902. https://doi.org/10.1037/0022-3514.82.6.878

Porath, C., & Pearson, C. (2013, January). The price of incivility. Harvard Business Review. https://hbr.org/2013/01/the-price-of-incivility

Andersson, L. M., & Pearson, C. M. (1999). Tit for tat? The spiraling effect of incivility in the workplace. Academy of Management Review, 24(3), 452–471. https://doi.org/10.5465/amr.1999.2202131

Totterdell, P., Hershcovis, M. S., Niven, K., Reich, T. C., & Stride, C. (2012). Can employees be emotionally drained by witnessing incivility directed toward coworkers? A diary study. Work & Stress, 26(1), 84–100. https://doi.org/10.1080/02678373.2012.657541

Fredrickson, B. L. (2001). The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. American Psychologist, 56(3), 218–226.

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