Many thought-leaders in the country today bemoan the loss of civility. Others, such as Tom Peters, are taking pro-active steps on its behalf. Says the Excellence author, “I devoutly believe that little touches matter. … In fact, I’ve spent much of the last decade and a half trying to get busy plumbers, physicians, and semiconductor-makers to pay as much attention to these very human actions as to grand strategy” (“Free Markets, Bumpy Rides and Necessary Sacrifice,” Office Systems96, March, page 66). The little touches to which he refers are thank-you notes.

If we influence with civility, then it follows we will not be influential with incivility. In fact, a front-page story in the business section of USA Today ...

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