Status

In a serviced office, the support staff are briefed on the imminent arrival of the executive board of a government department, including the Permanent Secretary. There is tension and nervousness.

The board arrives, and its members deport themselves with dismissive disdain for the minions deployed about them.

The minister arrives, and is courteous, friendly, and talks to all as an equal.

As the team heads off to their meeting room, the receptionist says 'well at least one of them treated me as a human being'.

This board is responsible for one of the government's highest profile departments, and spends huge amounts of taxpayers' money to deal with some of our most intractable problems. What sort of culture might we expect in their team, do you think, given their exemplary behaviour?

At the same time, look how easy it is to make a good impression. And see how long the memories linger for those who witness it.