Interpersonal communication skills and using the right level of assertivenss are essential to a productive and healthy working life where employed or in a self employed business. These skills are often referred to more informally these days as 'people skills.' They are important because good business, productive work and agency communication depend upon respect. This can take many forms, for example even knowing how to professionally approach someone, write them, email them, inhvite them and thank them appropriately are vital. Professional etiquette and protocols help because they provide a frame work where all participants understand the territory and therefore feel welcome, comfortable and relaxed enough to broker and discuss deals, or just provide their best work.
Social niceties such as meeting and greeting in Reception, taking coats and luggage, offering orientation and refreshments in a welcoming waiting lobby are surprisingly important, They give the impression that all is under control and the meetings will be positive and have productive outcomes. It is all about bringing out the best in people. If standards slip, mistakes are made or clients time wasted, that is the time for assertiveness - but it must still be courteous, polite and well informed. These skills can be brushed up in company workshops and employee progress monitored in human resources reviews.