Issues of ethics and etiquette are commonly confused, particularly when describing the behavior of professionals."? Ethics has to do with following the morality of a society."? Etiquette deals with behaving in accordance with prescribed social standards."?

Do ethical individuals always follow the best etiquette"?? No: we can all think of examples of brusque, abrasive, ill-mannered people who have nevertheless acted morally. At the same time, very polite people can act immorally."?The Nazis, as an example, were very mannered individuals who emphasized protocol and social standards.

Early in our careers, we are introduced to concepts and models of professional conduct and practice; however, it is assumed we don't need courses in professional etiquette, as much of it is common sense. It's this assumption, however, that is apparently getting licensees into more trouble with their licensing boards than we might expect."? A 2002 study of complaints filed against real estate licensees provides some surprising insights.

The Georgia Real Estate Commission staff"?conducts 1,500 to 2,000 investigations annually. What it has found repeatedly, according to executive director Charles Clark, is that about 50 percent of investigations of complaints result in a finding of no violation of the license law; 40 percent of"?investigations result in discovery of minor technical violations that result in no harm to the public; and only about 10 percent of investigation complaints result in a need for Commission disciplinary action.

Mr. Clark suggests that "The vast majority of all licensees want to be in business tomorrow...."? they are all smart enough to know that violating the law or deliberately harming a consumer means that business is likely to dry up tomorrow" Most violations are the result of simple, unintentional error."

Mr. Clark's staff decided to determine what actions really caused consumers to lodge a complaint."? Here is what they found:

Most of the complaints were filled with such statements as:
1. "He wouldn't return my telephone calls."
2. "She didn't address us as Mr. and Mrs."
3. "She stopped by our house unannounced."
4. "I don't know why she waited two days to present our offer."
5. "He showed up in a running suit."
6. "She talked down to me."
7. "He was late for every appointment."
8. "She turned me over to someone else for everything."
9."? "He didn't explain what that meant."
10."? "She was rude about everything."
11. "He wasted our time showing houses that we had no interest in."
12. "We never could reach her."
13."? "He never seemed to care about the problem."

In other words, these complaints were initiated because of a problem with etiquette'not with a breach of ethics or of"?law."? Imagine the tremendous waste of taxpayer dollars and licensing board time spent on dealing with matters of etiquette rather than more "serious" issues of misrepresentation and consumer fraud."? Real estate commissions in the U.S. alone report over 25,000 complaints a year.

What is the solution"?? Managers, employers, and educators should integrate discussions of professional or business etiquette, as well as ethics, into their staff meetings and classrooms."? Punctuality, appropriate dress and language, sensitivity to cultural differences in business customs, and listening skills would be a good place to start.

"?Emily Post, the foremost authority on etiquette and manners, once wrote:

"? ...Best Society is not a fellowship of the wealthy, nor does it seek to exclude those who are not of exalted birth; but it is an association of gentle-folk, of which good form in speech, charm of manner, knowledge of the social amenities, and instinctive consideration for the feelings of"?others, are the credentials by which society the world over recognizes its chosen members."? Etiquette must, if it is to be of more than trifling use, include ethics as well as manners.