Rediscovering Professionalism: Lessons from the Past for Today’s Leaders

Where does wisdom and professional etiquette come from these days? In the past, companies often took responsibility for nurturing professionalism. Graduates were hired, trained, and equipped with leadership skills through extensive programs. But over time, two significant shifts have occurred:

1. Investment in professional development dwindled as budgets tightened.
2. Entrepreneurs rose to leadership roles, often bypassing traditional corporate grooming.

As a coach and mentor to many entrepreneurs and C-Suite executives, I see a growing gap in professionalism and etiquette that needs urgent attention.

The Communication Crisis

Have you experienced these scenarios?

• Unreturned phone calls.
• Emails left unanswered.
• Voicemail greetings not even set up.
• Commitments broken without explanation.
• Reluctance to engage in live conversations or face-to-face meetings.

These breakdowns in communication have become too common, but they signal a broader issue: a loss of foundational business etiquette. It’s time to revisit the basics.

Lessons from a Legacy: IBM’s Approach

During my career, I had the privilege of working under several IBM executives who exemplified professionalism. IBM’s training programs, particularly its bootcamp in Armonk, NY, instilled a strong sense of etiquette and responsibility in its leaders.

For those unfamiliar, IBM executives underwent rigorous training that covered everything from communication practices to dress code. These foundational principles didn’t just build individual leaders—they became part of the brand’s DNA.

Here are three timeless lessons from that era that still hold value today:

1. The Power of an Effective Voicemail

Before cell phones became ubiquitous, voicemail was a critical tool. IBM executives were expected to update their greetings daily, clearly stating whether they were in or out of the office and committing to returning calls by the end of the business day.

This practice turned voicemail into a productive, personal, and reliable communication channel. Imagine if more professionals today treated their communication tools with such intentionality!

2. The Clean Desk Policy

At IBM, executives ended each day by organizing their desks, prioritizing the next day’s tasks, and locking away all files. This habit wasn’t just about tidiness—it was about focus and security.

In today’s world, where cybersecurity threats abound, a digital equivalent of the clean desk policy could help professionals manage priorities and safeguard sensitive information.

3. Say-Do Commitment

Integrity was a cornerstone of IBM’s leadership philosophy. If you committed to taking action—whether researching a question or providing an update by a specific date—you followed through.

One retired IBM executive I know would add another gem: “If you’re on time, you’re late.” This discipline fostered trust and accountability in every interaction.

Do We Need an Etiquette Revival?

While the days of mandatory blue suits and white shirts may be over, there’s no doubt that elements of the “IBM approach” could improve today’s professional landscape.

• Updating voicemails and returning calls promptly.
• Managing desks (or digital workspaces) for focus and efficiency.
• Honouring commitments with clear communication, even when circumstances change.

These principles aren’t just about nostalgia—they’re about reclaiming the respect, accountability, and professionalism that build strong businesses and lasting relationships.

What do you think? Is it time to take a page from the past to restore these essential values?