I came across this interesting post about incivility at work. It mentions a survey that found 86% of Americans report they’ve been victims of workplace incivility. The Society for Human Resource Management (SHRM) defines incivility as “seemingly inconsequential inconsiderate words and deeds that violate conventional workplace conduct.”
Given SHRM’s definition, the survey number is really not a surprise. I recently had some repair work done inside my home. The name of the company is immaterial but I will say they are in the Fortune 20. Multiple repair people came to my house. Each person complained about the co-worker prior – how lazy they were, didn’t fix the problem, made the problem worse, gonna tell a supervisor, yada yada yada. Much of the conversation spilled over to trashing the company in general. All the while I’m thinking – if that’s how you talk about your co-workers and company in front of a customer, how do you treat each other when customers aren’t around?! And how does that translate to the customer service you’re giving me – and my level of expectation from the company?
Okay, enough of my home repair drama. Back to the definition of incivility. It creates for me a long list of questions:
What is “conventional workplace conduct”?
If there is conventional workplace conduct, then why is an action that violates it “inconsequential”?
Who decides what “words and deeds are inconsiderate”?
Don’t get me wrong. I know incivility exists. And in some organizations it’s been bred into the corporate culture and relabeled as entrepreneurial spirit, transparency, or authenticity. Which is a real shame.
Pure and simple, incivility is being rude and lacking manners. Sad to say, it’s not a new phenomenon. Today’s workplaces are stressed to the max and when that happens … well, let’s just say we forget our P’s and Q’s. We snap a bit faster and maybe say something we wouldn’t or shouldn’t under different circumstances. I’m not making excuses, it’s just the reality of the contemporary workplace.
Speaking of reality, businesses need to realize those 86% of seemingly inconsequential words and deeds have an impact. A big impact on the bottom line of their organization. An article on ConsumerAffairs.com sites research linking employee rudeness and future business. I know, it’s not a shocker. Basically, if you treat customers badly they will take their business elsewhere. The amazing part is how many times we have to say it. And it’s still ignored.
Acceptable workplace conduct should be defined. Unacceptable actions need to be accounted for. Managers and their employees need to be held accountable. Your customers will thank you for it.
Image courtesy of michelhrv
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Buzz Rooney says
This is so true, Sharlyn. Reality tv has people twisted into thinking keeping it real equals rude. Manners matter. We need to hold people accountable for using them.
Natalie Cooper says
Wow – to quote you: “Each person complained about the co-worker prior – how lazy they were, didn’t fix the problem, made the problem worse, gonna tell a supervisor, yada yada yada….. Don’t get me wrong. I know incivility exists. And in some organizations it’s been bred into the corporate culture and relabeled as entrepreneurial spirit, transparency, or authenticity.” – REALLY?
This raises an even bigger question. Don’t you have to question the leadership of these companies? If people/employees are so disengaged from their work, lack pride and quick to point the finger then isn’t the wider debate about whether toxic leaders are responsible for creating toxic work environments? Great leaders create amazing places to work where everyone feels a shared sense of ownership for the business and are empowered to carry out fantastic customer service and come up with solutions – if you have this type of culture then incivility has no place and is quickly stamped out…
Christopher Marshall says
Good post! I feel you can see this in pretty much every company. I think people do not realize that even having bad manners to co-workers can negatively effect your companies image. If I am at a store and two employees are talking bad about another employee, I will most likely just leave. I think a lot of people feel the same as well. Thanks for the read!
Sharlyn Lauby says
@Buzz – Thanks for the comment. I totally agree about holding people accountable.
@Natalie – Thanks for sharing your thoughts. I agree that businesses need to improve employee engagement and workplace morale.
Unfortunately, I believe what’s happened is a case of Chicken Little. There have been many research reports indicating incredibly high levels of employee disengagement. And an equal amount of data predicting a mass exodus in organizations. Has it happened? Not really. So companies continue to do what they do because they aren’t seeing the downside of it.
At the point the disengagement and dissatisfaction start having an direct impact on the financials of the company – and we both know it’s only a matter of time until it does – then the focus will shift to fixing the problem. Sad, but true.
Bryan says
Sharlyn I agree with you completely, especially regarding the questions raised by your home repair experience. Makes you wonder how long the organization can stay in business. I have spent extensive time with entrepreneurs and some employees mistake honestly and intensity for rudeness. These types of leaders typically ask difficult, tough questions. They want to know why and quickly so they can make necessary changes. Many times this style of leadership can hurt feelings, but it also helps clearly define the direction of the organization and the need to get things accomplished. None of this is done with the intent to hurt feeling or be rude, however it may feel that way to some. For those who can’t look past the intensity to the intention, entrepreneurial start-ups are not be the place to work.
Sharlyn Lauby says
@Christopher Well said. Thanks for sharing.
@Bryan You bring up a good point between the message and the way it’s delivered. I don’t believe it’s a goal to hurt feelings when communicating with others. But I also don’t feel it should be an excuse for not attempting to convey empathy and sensitivity. Thanks for the comment!