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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