This week, by diplomacy I mean the art of daily interaction with people—not official or unofficial representation—continuing last week’s article on the indirect representation of the state when we travel and engage with the world in our everyday lives. Every word and every behavior leaves an impact; therefore, diplomacy becomes a life skill before it is a job title.
The most important rule I have learned and recommend is this: put honey on your tongue before you speak. A kind word and a smile are acts of charity, and they form the first impression in any professional or personal relationship. I specifically highlight the institution’s front line—the reception team. Smile at those who visit you, and strive, regardless of your circumstances, to present yourself appropriately. And if you cannot, that is fine—explain your situation politely. Tell people: “I’m going through a difficult day today; I apologize if I seem gloomy.” Courteous honesty reduces tension and preserves respect—respect for yourself, for the institution, and for your manager.
Another rule is humility at work. Carry the bag of the one who surpasses you in knowledge, as my late father taught me. This is humility and good manners—not hypocrisy or flattery—but self-discipline in learning and work. Your humility does not diminish your worth; it elevates it. Today you carry the bag symbolically; tomorrow you carry the knowledge itself in substance.
Daily diplomacy also has simple, effective tools: listen before you speak; separate the person from the problem; and begin your statements with expressions of understanding—“I understand,” “I appreciate,” “Let us agree on…”. Avoid threatening language, and be clear about requests and deadlines. And if you make a mistake, take the initiative to apologize without overexplaining, then propose a specific correction.
In conclusion, diplomacy is not a behavioral luxury; it is a social competence and a moral trait that builds trust, prevents unnecessary conflicts, and enhances the image of the individual, their institution, and their community. When our good words match our actions, we represent ourselves in the best way—and, in doing so, we represent our organization as well.
