workplace incivility
DESCRIPTION
Class presentationTRANSCRIPT
Co-Presented by: L in Yi Qi Zhegang Yin Hao
WORKPLACE INCIVILITY �
¡ Definition ¡ Research Background ¡ Forms of Incivility ¡ Costs of Incivility ¡ What’s a Leader to Do ¡ Global Approach ¡ Conclusion
OUTLINE �
¡ 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
DEFINITION �
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 reputation
Methodology of Research: ¡ Interviews, questionnaires, experiments, workshops, etc. ¡ Collected data from14,000+ people in US and Canada
Two Key Findings of Research: ¡ Incivility is expensive ¡ Few organizations recognize or take action to curtail it
RESEARCH BACKGROUND �
FORMS OF INCIVILITY �
1) Show indifference towards co-workers (esp. those who are seeking for help);
2) “Boss from hell” à destroy lower level staff’s confidence and morale at work
3) Isolation 4) Absent-minded during meetings/ presentations �
¡ 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 incivil ity:
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 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 organization declined. ¡ 12% said that they left their job because of the uncivil treatment.
¡ 25% admitted to taking their frustration out on customers �
COSTS OF INCIVILITY �
¡ 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
COSTS OF INCIVILITY (CONT’D) �
Leaders 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.
WHAT’S A LEADER TO DO �
M A N A G I N G Y O U R S E L F
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 civil ity § Avoid bringing incivil ity into the workplace § However, Only 11% of organizations report considering civility at all
during the hiring process.
¡ Teach civil ity § 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
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
¡ 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
GLOBAL APPROACH �
¡ 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
GLOBAL APPROACH (CONT’D) �
A CULTURE OF CIVILITY
¡ Have a cooperative approach
¡ Be aware of underlying needs
¡ Recognize individual differences
¡ Be open to adapting to posit ions
¡ Start from leaders
¡ Clearly define expectations for how
employees treat each other
¡ Reward civi l ized behavior
¡ Encourage stress management
¡ In order to minimize the workplace incivil ity, it requires the
efforts from both leaders and employees
¡ Organizations need to promote the cultures for civil ity
¡ Civility can be enhanced by building competencies in skills
such as listening, conflict resolution, negotiation, dealing
with difficult people, and stress management
CONCLUSION �