Friday, August 13, 2010

Civility Meets the Unfriendly Skies

Special Guest Blogger Rosanne Thomas, certified etiquette and protocol consultant and founder of Boston-based Protocol Advisors, Inc., weighs in on the recent Jet Blue incident.

Recent events upon a Jet Blue flight have brought into focus the element of "stress" and its impact upon daily lives.

According to the vast majority, stress, defined as "an emotionally disruptive or disquieting influence," was largely to blame for the unprecedented behavior of a flight attendant that day. Rude customers, unforgiving work conditions and unrelenting pressure finally took their cumulative toll and he had an understandable, even justifiable "meltdown," they say. In fact, his actions were lauded as working-class heroics by those who only wish they had the courage to do the same.

While most of us do indeed sympathize and perhaps even relate to the challenges of stressful working conditions, something is amiss here and one can only wonder how the situation might have been handled differently. Incivility, regardless of provocation, harms more than just those directly involved. It sets our collective bar for respectful interactions lower and opens the door for even more egregious and potentially harmful behaviors in the future.

"Answer rudeness with civility, with politeness." Rosanne Thomas

Click here to see Rosanne featured on WBZ TV's Keller @ Large!


Anonymous said...

I agree with you Rosanne. We commend poor behavior as heroic far too often and allow true integrity to go unnoticed. Not something America should be proud of.

Anonymous said...

Rosanne is so right on! Direct and indirect impact of all this stuff. Where are we headed?