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ETIQUETTE AND PROTOCOL
Courtesy is the act of being polite and doing what the person thinks is the right thing at the given time. Earlier, the act of offering one’s seat to a lady passenger was considered a courtesy, however these stances undergo change with the advancing of time. A modern day example of courteous behavior would be keeping the door of an automatic-operated lift open for a colleague to be able to walk inside the lift.
It is the code of conduct that people in different social circles are expected to adhere to. It’s a set of instructions that might not be written out, but are paid equal importance to written rules. Etiquette specifies how a person should behave in a given circle so as to leave a positive impression on everyone present.
Manners is a neutral word, which means it in itself means only “actions”. That’s the reason we use the words “good, bad” before them to give them a direction. So when you get irritated by someone being impolite and angrily ask him “Don’t you have any manners!” and he replied “Yes”, he could actually be right.
Everyone has manners, but depending on the upbringing, environment, and education, he could have either good manners or bad ones. In short, etiquette teaches us how we should behave, and manners are how we ultimately do.
These three categories are −
Hygiene
Courtesy
Cultural norms
Hygiene-concomitant Etiquette was evolved from the need to teach manners to others that prevents disease and its transmission. These etiquettes are taught at a young age, especially as the children are the most vulnerable to diseases and inculcating good hygiene at a young age is going to build a healthy habit in them.
Courtesy-concomitant etiquette is a set of etiquettes that is about putting one’s own interests in the backseat and help people in their actions. These etiquettes help to create a positive impression in the minds of people and helps in building trust in social circles.
Courtesy-concomitant etiquette is the only one where even hygiene-concomitant etiquette can take a back-seat. A guy can offer his handkerchief (which has to be clean) to someone who has cut himself badly and is desperately looking for something to dress the wound, or offer his jacket to a friend if he is feeling cold and the owner of the jacket could do without it for the timebeing.
A courteous person is able to get the maximum benefits of living in a society by regulating his interests and that of others. For example, things like allowing a handicapped person before you at a queue or keeping a lift open for your colleague could sound like small actions but they leave a big lasting impression in the minds of people.
Etiquettes is a set of guidelines that, when followed properly, creates a positive impression in the minds of the people you interact with. In addition to that, etiquettes also make a person behave in a professional manner and respond to situations in the most appropriate manner possible.
Etiquette can be described as a set of norms and specific manners derived from observation and experience that were laid down from a desire to achieve convenience and better lifestyle.
The word “etiquette” comes from the old French term estiquette which meant “ticket, label”.
Here are
some extra assets :
FEEL FREE TO COPY & PASTE THEM!
1. What is the Etiquette
2. Etiquette vs. Manners vs. Courtesy
3. Etiquette - Evolution
4. Evolution of Etiquette - Hygiene-concomitant
5. Courtesy-Concomitant
6. Case Study
7. Resources
While investigating the crash, it was revealed that the accident was caused due to the Captain taking faulty readings from a malfunctioning altitude indicator. However, the interesting thing was that the first officer’s altitude indicator was working fine, yet he failed to convey to the Captain that the flight was being jeopardized due his faulty calculations.
In addition to that, Korean Air had a policy of recruiting pilots who previously were in the airforce, which reinforced an even stricter hierarchical structure of communication.
This is the reason none of the subordinates could dare question the decisions of the Captain, who was at his wits’ end and had unleashed such a climate of fear and agitation in the cockpit that even when the first officer realized that the plane was descending very steeply, he preferred to keep his mouth shut.
In a series of shocking disclosures, the flight's voice recorder revealed that when the first officer realized that the plane had entered turbulence, he still couldn’t muster the courage to break the etiquette of communication hierarchy and confront the Captain directly on his taking the wrong decision.
On the fateful morning of August 6, 1997, Korean Air Flight 801 flew into Nimitz Hill, which was more than five kilometers away from the runway to Antonio B. Won Pat International Airport, of Guam, USA, killing 223 out of the 254 passengers on board at the crash site. Most of these were vacationers and honeymooners.
https://en.wikipedia.org/wiki/Etiquette
https://www.tutorialspoint.com/evolution_of_etiquette/evolution_of_etiquette_introduction.htm
Strict Etiquette of Communication
Following the changes made to Korean Air’s policies, many such worksheets were designed and given to all the staff to understand what their understanding of etiquette is.
The test sample is there:
https://www.tutorialspoint.com/evolution_of_etiquette/evolution_of_etiquette_quick_guide.htm
The Captain of the flight was a 42-year old person with close to 9000 hours of flight time. The first officer, at 40 years, was only two years younger than the Captain. Interesting still is the fact that the flight engineer was 57 years old and had more flight hours under his belt than that of both the Captain and the First Officer combined. Yet such was their adherence to respecting their authority that none of them could openly point him out his mistake.
In accordance to the findings in this audit, Korean Air made vast changes to its HR practices and training routines. Flight officers weren’t hired from the military any more, all training procedures were designed in such a way that there can be a free flow of conversation between different ranks of officers, keeping mutual respect intact.
The Captain of the flight was a 42-year old person with close to 9000 hours of flight time. The first officer, at 40 years, was only two years younger than the Captain. Interesting still is the fact that the flight engineer was 57 years old and had more flight hours under his belt than that of both the Captain and the First Officer combined. Yet such was their adherence to respecting their authority that none of them could openly point him out his mistake.
In accordance to the findings in this audit, Korean Air made vast changes to its HR practices and training routines. Flight officers weren’t hired from the military any more, all training procedures were designed in such a way that there can be a free flow of conversation between different ranks of officers, keeping mutual respect intact.
Leila Mardenova
IR 14.130