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Workplace Incivility


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  • 1. WORKPLACE INCIVILITY   Co-Presented by: L i n Yi Qi Zhegang Yin H a o
  • 2. OUTLINE  ¡  Definition¡  Research Background¡  Forms of Incivility¡  Costs of Incivility¡  What’s a Leader to Do¡  Global Approach¡  Conclusion
  • 3. DEFINITION  ¡ Workplace incivility: defined as a form of organizational deviance… characterized by low- intensity behaviors that violate respectful workplace norms, appearing vague as to intent to harm.”¡ Incivility is distinct from violence¡ Examples include: Ø  Insulting comments Ø  Not giving credit where due Ø  Spreading false rumors Ø  Social isolation Ø  Bad manners
  • 4. RESEARCH BACKGROUND  Motivation of Research:¡  Rudeness at work is rampant, and it’s on the rise¡  Consequences have been severe, e.g. low morale of staff, broken customer relationships, ruined reputationMethodology of Research:¡  Interviews, questionnaires, experiments, workshops, etc.¡  Collected data from14,000+ people in US and CanadaTwo Key Findings of Research:¡  Incivility is expensive¡  Few organizations recognize or take action to curtail it
  • 5. FORMS OF INCIVILITY   2) “Boss from hell” à destroy lower level staff’s1)  Show indifference towards co-workers confidence and morale at work (esp. those who are seeking for help); 3) Isolation 4) Absent-minded during meetings/ presentations  
  • 6. COSTS OF INCIVILITY  ¡  Through a poll of 800 managers and employees in 17 industries, we learned how people’s reactions play out. Among workers on the receiving end of incivility:
  • 7. COSTS OF INCIVILITY  ¡  Many managers would say that incivility is wrong, but not all recognize that it has tangible costs.Employee feedback that¡  48% intentionally decreased their work ef fort.¡  47% intentionally decreased the time spent at work.¡  38% intentionally decreased the quality of their work.¡  80% lost work time worr ying about the incident.¡  63% lost work time avoiding the of fender.¡  66% said that their per formance declined.¡  78% said that their commitment to the organization declined.¡  12% said that they left their job because of the uncivil treatment.¡  25% admitted to taking their frustration out on customers  
  • 8. COSTS OF INCIVILITY (CONT’D)  ¡  Creativity suffers §  Less Creative and have fewer new ideas if treat rudely¡  Performance and team spirit deteriorate §  negative consequences, less likely than others to help¡  Customers turn away §  Criticizing colleagues, disrespectful behavior makes customer uncomfortable §  Regardless of the circumstances, people don’t like to see others treated badly,¡  Managing incidents is expensive §  one incident can soak up weeks of attention and effort, waste of manpower
  • 9. WHAT’S A LEADER TO DO   MANAGING YOURSELFLeaders set the tone, be aware of your actions¡  Model good behavior §  Role model, leader is rude §  Create a culture of respect and express your appreciation.¡  Ask for feedback §  Leadership style¡  Pay attention to your progress §  Self awareness and set good example and alert people when rude.
  • 10. WHAT’S A LEADER TO DO   M A N A G I N G T H E O R G A N I Z Z AT I O N¡  Hire for civility §  Avoid bringing incivility into the workplace §  However, Only 11% of organizations report considering civility at all during the hiring process.¡  Teach civility §  People can learn civility on the job. Role-playing is one technique §  Video can be a good teaching tool, especially when paired with coaching. §  Highlight the tone, volume and speed of the speech
  • 11. WHAT’S A LEADER TO DO   M A N A G I N G T H E O R G A N I Z Z AT I O N¡  Create group norms §  Work in the group to discuss what should and should not do §  E.g. Hospital, smile, greet customer to gain customer satisfaction¡  Reward good behavior & Penalize bad behavior §  Motivate the staff with incentives, e.g. bonus and TPM §  Warning, punishing action¡  Conduct post-departure interviews §  Interview with resigned staff to find out Root cause
  • 12. GLOBAL APPROACH  ¡  Take civility global = learn how to read behavior and to react respectfully across cultures¡  Before you go: Ø  Know who you are Ø  Know where you are going Ø  Be open-minded
  • 13. GLOBAL APPROACH (CONT’D)  ¡  Once you’re there: Ø  Show respect Ø  Be agreeable Ø  Show patience with others and yourself Ø  Pay sharp attention Ø  Break out of your comfort zone Ø  Be adaptable Ø  Accept and learn from mistakes
  • 14. A CULTURE OF CIVILITY ¡  Have a cooperative approach ¡  Be aware of underlying needs ¡  Recognize individual differences ¡  Be open to adapting to positions ¡  Start from leaders ¡  Clearly define expectations for how employees treat each other ¡  Reward civilized behavior ¡  Encourage stress management
  • 15. CONCLUSION  ¡  In order to minimize the workplace incivility, it requires the efforts from both leaders and employees¡  Organizations need to promote the cultures for civility¡  Civility can be enhanced by building competencies in skills such as listening, conflict resolution, negotiation, dealing with difficult people, and stress management