禮貌也是一種專業
楊惟雯
在美國銷售超過百萬冊、掀起討論風潮的《優秀是教出來的》一書作者隆．克拉克（RonClark），是唯一被美國總統接見過3次的小學老師。他最為人稱道的，莫過於不論本來成績、操行如何，他都能讓學生脫胎換骨，從問題小孩變成優等生。
在克拉克的55條規則中，
第1條是「遇到人要主動打招呼」；
第2條是「當別人說話，看著他的眼睛」；
第3條是「如果別人有出色表現，不要吝嗇鼓掌恭喜他，應該持續3秒，角度要剛好……。
瞧，這些原則放在職場上，不是一樣適用？沒有人不期待伯樂跟貴人出現。
一、「好禮貌」讓人在第一時間留下好印象
而面試時，是什麼決定有人得到青睞，有人卻只留下嘆息？
答案是「禮貌」。它是企業家看人、用人的線索，它在第一時間決定留給對方的關鍵印象。
那麼，在職場上，如何透過「好禮貌」，種下機會與成功的種子？
沒有人否認專業與內涵是職場最重要的通行證，但問題是，往往還來不及亮出來，對方已「砰！」地一聲將大門關上。
沒有人不渴望遇見伯樂或貴人，但事實可能不是他不來，而是明明已走到跟前，卻被你自己擋駕。
有一張無形的網，比學歷、能力橫跨在機會之前，它決定你是廣結善緣，四處播下好運的種子；或是，連舞台出現都渾然不覺，還把它拒之門外。
這是讓人意外的兩個字、記憶中久違的兩個字、有些「八股」的兩個字，但卻是威力驚人、效果神奇無比的兩個字。它是小學教的第一課，卻也是最多老闆抱怨員工不及格的科目–
它的名字叫做：「禮貌」。
二、「禮貌」是企業取才的取捨標準
《Cheers》雜誌針對超過4千位上班族進行調查，結果發現「禮貌」高居主管眼中「七年級表現最需加強的部份」第2名（49.0％），僅次於「抗壓性」（58.1％），甚至遠超過「執行力」（21.1％）、「應變能力」（16.5％）與「國際觀與外語能力」（6.7％）。
沒有「不拘小節」這回事。耐人尋味的是，七年級生自己也同意這項觀察。在他們自我評估「有待改進」的特質上，「沒禮貌」同樣排名第2。
禮貌的影響力有多大？關鍵時刻，它造成的結局差異，可能遠超過你的想像。
另咋，勞委會職訓局調查492家企業，其中33％表示，即使條件再好，都不會把「自以為是狂妄自傲」的求職者列入任用考慮；27％與20％的企業更明白表示，不會錄用「表達遲鈍不知所云」及「不懂禮貌」的人。
美國人力資源顧問公司Vault剛完成今年度的面試禮儀調查，數字也顯示：70％的企業主管只要對方遲到超過15分鐘，就會自動將他貼上「不合格」，同樣高的比例還包括面試中撥打手機、突然離席超過10分鐘等等。反過來說，禮貌與成就間的正向關係，則愈發明確。
三、沒禮貌比沒專業更糟
美國《財星》雜誌對7,590位美國人的統計說，年薪超過10萬美元的高收入者與人爭執或犯錯後，道歉的比率是年薪2萬5千美元者的兩倍。
這不是風格至上、特色當道的年代嗎？為什麼「小節」突然又變得如此重？
當每個人每天見面的人愈來愈多、平均一人被分配到的時間愈來愈短，當愈來愈多企業家體會用才決策中，「人品」更甚於「能力」時，
「禮貌好壞」自然成為底定第一印象的要素，是能夠最快見微知著，是判別人才的重要線索。
所以說，沒禮貌比沒專業更糟。
例如台積電董事長張忠謀在不同場合都談過─傾聽的力量：
常常有人問他成功的原因為何？他歸納成功之道時指出─傾聽的力量。
張忠謀特別提到：「第一個看我講話時，他會不會打斷我？」
張忠謀說：「打斷話的人既不禮貌也對自己不利，因為他打斷我，以為知道我接著要講什麼，可是90％他都猜錯。」
另外，統一企業董事長高清愿，也是另一個善於從小處識人品的例子。
統一企業內部化非常講究守時，出席任何場合仍必定準時到場。
就算因為突發狀況晚到，也一定會事前通知對方，細心致歉。
高清愿認為，「守時就是人與人相處的一種信用，代表的是言而有信、說話算話」，高清愿曾這麼說，「慣常遲到的人，行事風格也可能較為懶散、馬虎，個人的信用，一定常被人打折」。
正因為可以「由小窺大」，一個人禮貌好，經常比刻意演出的成績更容易讓人記住。
四、「禮貌」是一種人品「教養」
其實，很多人之所以會誤沾「沒禮貌」的標籤，未必真是人格本質不好，有時是不小心，有時是輕忽，認為「沒有也無所謂」，有時則根本是因為「不知道」。
台灣大哥大副總經理莊財安也有類似經驗。開車載下屬出去，「他們不管你，上車直接坐上後座，突然間我就變司機了。」
或是面談時大剌剌癱在沙發裡、吃飯時用叉子插起麵包就啃，新生代不知道、也不覺得這樣做失禮，受到提醒還會非常驚訝。
請記得: 「禮貌」是一種人品「教養」。
頭銜愈高，愈有禮確實，愈成功的企業家，在禮貌上嚴以律己的程度，反而愈讓人吃驚。
像亞都麗緻集團總裁嚴長壽，他寫紙條交辦部屬工作，從來都用「請您」開頭，平時極少疾言厲色。即使訓斥，語氣都非常和緩。
從擔任嚴長壽特助開始，已共事12年的亞都麗緻大飯店營運副總經理范希平由衷說：「非常佩服他的修養。」
說是「修養」，因為嚴長壽待人接物的細節裡，處處可以見到對人性的理解和尊重。
在嚴長壽帶領下，禮貌早已成為亞都麗緻的DNA，但他要求的不僅止於「顧客至上」，更是「客人至上」：「即使沒光顧，只要踏進亞都麗緻，就是客人。」
即使明知道他只是進來借廁所、吹冷氣，仍然必須以禮相待。
五、「有禮」跟「虛偽」的不同
我們經常問：「有禮」跟「虛偽」有什麼不同？
答案並不複雜，禮貌的「動機」與「一致性」，就是檢驗的準則。
有禮，貴人自動上門來大家都知道對大人物要有禮貌，但是面對跟業務不相關、看來不起眼的小人物呢？
真正見過世面的人都知道：「山水有相逢」。
今天再微不足道的某人，都有可能在未來某個時刻變成你的「貴人」，扮演「臨門一腳」的角色。
在東方，最傳神的詮釋莫過於兩千多年前，張良為「圯下老人」黃石公撿鞋的故事。
若不是張良三番兩次、耐著性子忍黃石公的無理喝斥為他服務，又怎會贏得青睞，得到《姜太公兵法》，成為漢朝的開國功臣？
誰說貴人、機會不來敲門？當你這樣抱怨的時候，不妨想想，是不是哪天因為自己的粗魯無禮，不知不覺把他們趕走？
「禮貌」的真諦，其實是回歸到的是做人態度與價值觀。
其來自於來自於對人的尊重。在職場上以和為貴，所以，”沒禮貌”比”沒專業”更糟。
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