There can be no excellent employee with a bad attitude. This is my firm belief. Often employees and even managers argue that it does not matter what their attitude is, once they get their work done, then this is all that matters. I differ strongly, for my belief is that a true professional, expert and excellent worker is interested in not just getting the job done but is also interested in how the job is done. We must realise that we do not live or work in a vacuum and we must be conscious of our impact on others. Persons with bad attitudes often have negative impact on others and consequently the workplace. Bad attitudes often result in poor relationships at work, increase in conflict and tension, reduced productivity and performance. It makes the workplace an unhappy place.
Porath and Pearson (2013) carried out a study spanning fourteen years on incivility in the workplace. They found that rudeness at work is rampant and on the rise; 98% of those surveyed reported experiencing uncivil behaviour and in 2011 50% reported experiencing uncivil behaviours at least once a week, 100% increase from 1998. They did not address the causes for the rise in incivility however it is necessary if we were to address this issue in a comprehensive manner. I proffer some causes: breakdown in discipline, growth of the “I” culture, reduction in accountability for actions and changing mores and values.
Incivility in the workplace takes many forms, some overt and some subtle. The overt ones include the “boss or co-worker from hell.” These people are never satisfied and express their dissatisfaction loudly and openly, focused on causing hurt and embarrassment to others. They often take all the praise and pass on blame to others, never taking responsibility for their actions. They are loud, arrogant, selfish and in short are bullies. The subtle forms of incivility include snide remarks made offhandedly or as a joke, bringing to the attention of one’s supervisor or manager minor infractions that they could have easily drawn to the attention of the offender.
The impact of incivility is high. It ranges from major illness to breakdown in team spirit. Some people respond to these attacks with open retaliation and some do so less subtle. Porath and Pearson found that people who have been victims of incivility have responded as follows:
• 48% intentionally decreased their work effort
• 47% intentionally decreased the time spent at work
• 38% intentionally decreased the quality of their work
• 80% lost work time worrying about the incident
• 63% lost work time avoiding the offender
• 66% said that their performance declined
• 78% said that their commitment to the organisation declined
• 12% said that they left their job because of the uncivil treatment
• 25% admitted to taking their frustration out on customers
With this statistics, it is evident that incivility exacts a high cost on the victim and the organisation and it cannot be ignored. Incivility damages not only work relationships; it harms customer relationships. The research by Porath and Pearson also revealed that people are less likely to buy from a company with an employee they perceive as rude, whether that rudeness was directed at them or at other employees. They claim that witnessing just one single unpleasant incident leads customers to generalize about other employees, the organisation and even the brand. I think we can identify with that as our views of someone or organisation is sometimes not based on our own experience but that of someone else, either by our direct witness or through second-had source of information.
Leaders and managers can take action by setting the example. Culture starts at the top and the manager sets the tone of the organisation. Leaders and managers can start by being civil to others and holding uncivil employees to account. Once employees know that their manager will not accept incivility, this will help check their behaviours. Leaders and managers should also reward the behaviours they want exhibited and so should reward the civil employees and penalize uncivil behaviours, including dismissal.
Another solution is to manage the organisation for civility, and in assessing prospective employees civility. Some organisations like Southwest Airlines and Four Seasons Hotel, list civility as one of the criteria for recruiting new employees. In assessing the employees’ fit, civility is one of the tests. Organisations should also teach civility. Porath and Pearson were amazed by the number of managers and employees who told them that they did not understand what it means to be civil and twenty-five percent (25%) of offenders said they did not recognize their behaviours as uncivil.
Incivility is costly and if not recognized and managed, it can lead to the failure of one’s business. Cisco, though deemed an exemplary workplace, estimated that incivility costs the company $12million annually, and this led to the creation of their global workplace civility program. It would be a good exercise if you stop and took stock of the costs of incivility at your workplace.
Until we meet again, May God Continue to Keep Us in the Palm of His Hands.
Never a truer word spoken! Great article. However, most employers will not take heed which is a real shame.
I have witnessed so much uncivil behaviour lately that I worry for the next generation of employees. This behaviour causes so much personal stress that I wonder how some businesses survive.
Thanks for the informative article – interesting, as usual.
Such a timely article..Very evident in companies and corporations where you expect better..Major contributing factors – square pegs in round holes..
I would recommend the following book: “Choosing Civility: The twenty-five rules of considerate conduct” by P. M. Forni, Cofounder of the Johns Hopkins Civility Project.
The author offers 25 rules for connecting effectively with others – at home, at work, in our daily encounters, and provides examples of how we can put each rule into practice. This will make life and the lives of others more enjoyable, companionable,and rewarding.
Some topics include:
– Think twice before asking favors
– Refrain from idle complaints
– Don’t shift responsibility and blame
– Accept and give praise
– Give constructive criticism
– Respect others’ opinions
Well written article. I think all employees and employers should make some time to read this article.
Some Managers (Boss), are instigaters when they seek to praise one set of workers and critize another set who works as hard as does he give the cudos to. It does not matter how hard you try you always get critizism and that can frustrate an employee. Boss or Managers need to stop that preferential thing. So they are instigaters of these attitude at the work place.
GREAT ARTICLE!!! Many do not understand that this is a major cause for concern and can cost a company a lot! Take heed!
Dominica public and private sectors (including many of the local food service sectors) are perfect examples of uncivilized coarse behavior and attitude s by employees esp. those who are assigned to “customer service”.
Well said. People complain about LIAT but this is a common Caribbean issue.