Twenty-First Century Manners
The author makes much ado about the state of modern manners, and presents various statistics and anecdotes to underscore (or perhaps aggrandize) the problem. She also points out the irony: people are quick to take offense at the behavior of others, but are also quick to justify their own rude behavior toward others.
Etiquette began as intentional behavior to distinguish the nobility from the lower classes, and while the "point" of etiquette is to be considerate of others, its value as a method of distinguishing oneself remains. To be perceived as a true "professional," one must show courtesy, knowledge of protocol, and respect for others. The individual who practices etiquette has a competitive advantage over another who does not.