{"id":103372,"date":"2013-09-16T12:41:25","date_gmt":"2013-09-16T16:41:25","guid":{"rendered":"http:\/\/dominicanewsonline.com\/news\/?p=103372"},"modified":"2013-09-16T13:50:53","modified_gmt":"2013-09-16T17:50:53","slug":"business-life-incivility-workplace","status":"publish","type":"post","link":"https:\/\/dominicanewsonline.com\/news\/homepage\/columns\/business-life\/business-life-incivility-workplace\/","title":{"rendered":"BUSINESS &#038; LIFE: Incivility in the workplace"},"content":{"rendered":"<figure id=\"attachment_83298\" aria-describedby=\"caption-attachment-83298\" style=\"width: 160px\" class=\"wp-caption alignleft\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-83298\" alt=\"Dr. Valda Henry\" src=\"http:\/\/dominicanewsonline.com\/news\/wp-content\/uploads\/2013\/01\/valda-henry.jpg\" width=\"160\" height=\"240\" srcset=\"https:\/\/dominicanewsonline.com\/news\/wp-content\/uploads\/2013\/01\/valda-henry.jpg 160w, https:\/\/dominicanewsonline.com\/news\/wp-content\/uploads\/2013\/01\/valda-henry-100x150.jpg 100w\" sizes=\"auto, (max-width: 160px) 100vw, 160px\" \/><figcaption id=\"caption-attachment-83298\" class=\"wp-caption-text\">Dr. Valda Henry<\/figcaption><\/figure>\n<p>There can be no excellent employee with a bad attitude.\u00a0 This is my firm belief.\u00a0 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.\u00a0 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.\u00a0 We must realise that we do not live or work in a vacuum and we must be conscious of our impact on others.\u00a0 Persons with bad attitudes often have negative impact on others and consequently the workplace.\u00a0 Bad attitudes often result in poor relationships at work, increase in conflict and tension, reduced productivity and performance.\u00a0 It makes the workplace an unhappy place.<\/p>\n<p>Porath and Pearson (2013) carried out a study spanning fourteen years on incivility in the workplace.\u00a0 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.\u00a0 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.\u00a0 I proffer some causes:\u00a0 breakdown in discipline, growth of the \u201cI\u201d culture, reduction in accountability for actions and changing mores and values.<\/p>\n<p>Incivility in the workplace takes many forms, some overt and some subtle.\u00a0 The overt ones include the \u201cboss or co-worker from hell.\u201d\u00a0 These people are never satisfied and express their dissatisfaction loudly and openly, focused on causing hurt and embarrassment to others.\u00a0 They often take all the praise and pass on blame to others, never taking responsibility for their actions.\u00a0 They are loud, arrogant, selfish and in short are bullies.\u00a0 The subtle forms of incivility include snide remarks made offhandedly or as a joke, bringing to the attention of one\u2019s supervisor or manager minor infractions that they could have easily drawn to the attention of the offender.<\/p>\n<p>The impact of incivility is high.\u00a0 It ranges from major illness to breakdown in team spirit.\u00a0 Some people respond to these attacks with open retaliation and some do so less subtle.\u00a0 Porath and Pearson found that people who have been victims of incivility have responded as follows:<br \/>\n\u2022\u00a0\u00a0\u00a0 48% intentionally decreased their work effort<br \/>\n\u2022\u00a0\u00a0\u00a0 47% intentionally decreased the time spent at work<br \/>\n\u2022\u00a0\u00a0\u00a0 38% intentionally decreased the quality of their work<br \/>\n\u2022\u00a0\u00a0\u00a0 80% lost work time worrying about the incident<br \/>\n\u2022\u00a0\u00a0\u00a0 63% lost work time avoiding the offender<br \/>\n\u2022\u00a0\u00a0\u00a0 66% said that their performance declined<br \/>\n\u2022\u00a0\u00a0\u00a0 78% said that their commitment to the organisation declined<br \/>\n\u2022\u00a0\u00a0\u00a0 12% said that they left their job because of the uncivil treatment<br \/>\n\u2022\u00a0\u00a0\u00a0 25% admitted to taking their frustration out on customers<\/p>\n<p>With this statistics, it is evident that incivility exacts a high cost on the victim and the organisation and it cannot be ignored.\u00a0 Incivility damages not only work relationships; it harms customer relationships.\u00a0 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.\u00a0 They claim that witnessing just one single unpleasant incident leads customers to generalize about other employees, the organisation and even the brand.\u00a0 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.<\/p>\n<p>Leaders and managers can take action by setting the example.\u00a0 Culture starts at the top and the manager sets the tone of the organisation.\u00a0 Leaders and managers can start by being civil to others and holding uncivil employees to account.\u00a0 Once employees know that their manager will not accept incivility, this will help check their behaviours.\u00a0 Leaders and managers should also reward the behaviours they want exhibited and so should reward the civil employees and penalize uncivil behaviours, including dismissal.<\/p>\n<p>Another solution is to manage the organisation for civility, and in assessing prospective employees civility.\u00a0 Some organisations like Southwest Airlines and Four Seasons Hotel, list civility as one of the criteria for recruiting new employees.\u00a0 In assessing the employees\u2019 fit, civility is one of the tests.\u00a0 Organisations should also teach civility.\u00a0 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.<\/p>\n<p>Incivility is costly and if not recognized and managed, it can lead to the failure of one\u2019s business.\u00a0 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.\u00a0 It would be a good exercise if you stop and took stock of the costs of incivility at your workplace.<\/p>\n<p>Until we meet again, May God Continue to Keep Us in the Palm of His Hands.<\/p>\n","protected":false},"excerpt":{"rendered":"There can be no excellent employee with a bad attitude.\u00a0 This is my firm belief.\u00a0 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&#8230;","protected":false},"author":16,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_cbd_carousel_blocks":"[]","footnotes":""},"categories":[89],"tags":[],"class_list":["post-103372","post","type-post","status-publish","format-standard","hentry","category-business-life"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>BUSINESS &amp; 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