Basics such as paying attention to what others have to say, respecting privacy and being honest all make the workplace more pleasant. However, simply being nice to your co-workers also can yield good results. Employees often expend all their energies being nice to customers or people outside the workplace, but being courteous to co-workers is perhaps an even more valuable investment. She has to keep her franchisees happy so they in turn can keep the customers happy. To keep good people, you have to be good to them.
Sincerity is a key component of graciousness.
When you praise people for multiple things, it sounds like groveling. On the other hand, manners should not be used to manipulate others either. Another aspect of manners is giving credit where it's due. An individual may not hear that her customers think she has a nice telephone personality, but if her boss hears such praise, he should tell her. Offering encouragement is a sideline to giving credit where it's due.