Human Resources | Leadership

You Need to Hear This: How to Become a Courteous Professional

Published on Oct 24, 2022

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Let’s throw the skunk on the table and talk about it…PROFESSIONAL COURTESY. Yes, this is a topic often met with an immediate defensive response, an eye roll, or a shrug. I can see you thinking now, “Don’t start.” OR “But wait…we are courteous!” OR “Hold up, are you talking about my/our firm?” In this blog, I’d like to challenge you to hold off on being defensive and really examine the ways your firm is being intentional about professional courtesy. Are you and your team practicing it? And if so, how?

Pinning it down

I encourage you first to embrace an expanded definition of professional courtesy. The term can refer to both the practiced standards of conduct, behavior patterns, and values extended to ALL members within an organization, and, in addition, to any outside vendors and clients. There are many facets of professional courtesy, including honesty, integrity, loyalty, trust, and respect.

The degree to which these facets are CONSCIOUSLY practiced defines who you are. It is, at its core, very simple: It’s the Golden Rule practiced in the workplace: Do unto others as you would have them do unto you. You provide timely responses to communication, you say please and thank you, and you always try to embody both a positive and a professional attitude. What could be easier?

My, my, my…How things have changed

It’s important to acknowledge the evolution of the workplace over the past few decades in order to properly evaluate how professional courtesy is being demonstrated in your organization today. Before I was born (hehe), the majority of “work” was conducted by walking around and having face-to-face discussions with employees. Upper-level managers spent the bulk of their days in the office, attending in-person meetings around a table of colleagues.

Heck, people were still having the majority of their conversations OVER THE PHONE. The upside to this “way of working” was that we were forced to build solid human relationships and mutual respect, in most instances. This is NOT the workplace we are in today.

Technology continues to evolve, and, in doing so, forces the landscape of the modern workplace to change at breakneck speed. My children, 11, 10 & 6, as well as my husband, are constantly on my case about being on my cell phone and checking my email. I don’t know what I would do without my iPhone, Microsoft Outlook, and access to social media. Not to mention, as a recruiter, I literally can’t work without Skype or Zoom. Today my accessibility is off the charts. It takes an act of Congress to unplug. What does all this have to do with professional courtesy, you may ask?

While all the positive technology advancements are staggering, to say the least, they are also causing a MAJOR roadblock when it comes to professional courtesy. Weeks could go by when we don’t see co-workers. We may never actually have a face-to-face meeting with a service provider or client. EVERYTHING, including basic communication, is done electronically. And while some may not see this as a problem, we have to bridge the gap between what it was and what it is, so that professional courtesy doesn’t become totally extinct. There is a HUGE need to integrate today’s technology with the fundamental teachings of the Golden Rule.

Do better

Let’s take a look at a few ways you and your firm can promote the evolution of professional courtesy in the modern workplace.

#1 Response time

We have the world at our fingertips, literally. When we get an email, text, or internal instant message and don’t respond, we are sending a VERY clear message. By being unresponsive, we are saying quite clearly: THIS IS NOT IMPORTANT TO ME. As you all know, communication is vital to the effectiveness and efficiency of a law firm. When an email requires some action from you, it’s important to acknowledge the email to let the sender know you have seen the request.

EXAMPLE: “Thank you, Stacey. I saw your email. I plan to have the information you need by Friday.” Or something even simpler may suffice…. “I’m on it!” Send the message that whatever the request was MATTERS. In this response, you are telling the sender that you have seen the request, and you have it on your list of to-dos….This says volumes to the sender!!! If you are attending a conference or out of the office, be sure your out-of-office message indicates such.

A note: set expectations with your team and allow them the time to disconnect with work, but ensure they know what a proper response time looks like. This expectation is especially important for your hourly team members who are subject to overtime. Set your policies and procedures so that your clients are responded to timely and that your team knows how to handle emails and communication after hours and on weekends.

It’s important to mention here, response time with your service providers is ESSENTIAL in maintaining your professional relationships just as it is with your clients and your team members. This is especially important when your service vendor is providing a time-sensitive service like recruiting.

#2 Punctuality

Your procrastination or poor scheduling cannot and should not become everyone else’s problem. Be it for a phone call, a virtual meeting, a face-to-face meeting, a deadline, or a report due date, it is so important to BE ON TIME. By not following through with punctuality, you are also sending a message that something (whatever kept you from being on time) was more important than what was scheduled. Can we communicate if something has come up in a way that is professional and courteous? Yes! Life happens. Communicate with your team, your client, or your scheduled appointment as soon as possible. Be sure to be authentic and apologetic for your lateness or absence. This action is helpful in building relationships.

#3 Attentiveness

This is a BIG one. Can you evaluate your “present-ness?” Are you really present in your conversations, meetings, presentations, etc.? It irks me when I am having a face-to-face conversation, and the person I’m conversing with looks down at their phone and is responding to emails while we are “talking.” News flash…that’s not talking, and multi-tasking still isn’t a thing. Again, they are sending a clear message that I am not their number one priority. That behavior serves to frustrate and erode relationships. Make sure when you are engaging with another person, that you are truly engaging with them.

Ask the tough questions

Are you and your team intentionally practicing professional courtesy with each other, your clients, and your vendors?
Are you treating others the way you would like to be treated?
Are you conveying respect to others?
How can you or your firm practice professional courtesy better?
Are you intentionally setting the bar high in this area?

The extent to which your firm practices professional courtesy is directly related to employee retention, client satisfaction, and your firm’s reputation. That makes it incredibly crucial to get right. If you’re ignoring it as a leader, I can almost guarantee you that your team is following your lead. They’re failing to treat clients, referring attorney teams, and their peers with professional courtesy.

Make sure the mission of heightening your firm’s professional courtesy is always a top priority. It’s important to be in a constant state of self/firm evaluation. That’s how we grow. The level of and effectiveness of your professional courtesy practices says volumes about your firm. What is it saying about yours?

You Need to Hear This: How to Become a Courteous Professional

Pinning it down

My, my, my…How things have changed

Do better

#1 Response time

#2 Punctuality

#3 Attentiveness

Ask the tough questions

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