This document discusses workplace civility and incivility. It defines civility and incivility, explores their impacts on productivity and employee well-being, and provides tips for organizations to build a culture of civility. Specifically, it defines incivility as low-intensity deviant behavior that can harm others. Research shows incivility reduces work effort, time and quality while increasing stress. Organizations are encouraged to assess civility levels, train employees, and lead by example to enhance respect and prevent uncivil conduct. Examples of successful civility programs are also provided.
This document discusses workplace etiquette and proper behaviors in the office. It covers etiquette for interactions with coworkers, telephone use, emailing, and other behaviors. Some key dos include being respectful of others, keeping personal conversations brief, and cleaning up after yourself. Key don'ts include being too loud, complaining frequently, using phones/texting during meetings, and poor hygiene. The document provides guidelines for polite conduct and communication to make the workplace more productive and comfortable for all.
This ppt will give you a clear picture about gossip at workplace and how to deal with it and when?. It would also help students give an effective presentation in colleges.
This situation requires sensitivity and care. Jessica and Joe should be reminded that maintaining a respectful workplace is important for all. Their supervisor could speak to each privately, explain that while personal relationships may form, certain behaviors make others uncomfortable during work hours and could be perceived as harassment. The supervisor should listen without judgment, help them understand other perspectives, and request they keep private matters private at work. If issues continue, mediation may help address underlying concerns in a constructive way.
Respect in the Workplace Training PowerPoint for Respectful Workplaces Education and Awareness available in DVD, Video, Online Web Course, and PowerPoint Sound. We cover ten common problems and issues associated with respect in the workplace and this training covers each topic intensely and without fluff or filler. Every word is this program is chose for a precise purpose. The 33 minutes of respect in the workplace training covers what five hours of movie videos would require. That's because the respect video, respect DVD, respect Flash Movie, respect online web course, and the Respect PowerPoint all contain no fluff, only solid content. You also receive a non-sound format of the course with trainer notes.
This document provides strategies for developing successful professional relationships through internal marketing and maintaining employee satisfaction. It discusses the importance of strong internal relationships between an organization ("hub") and its employees ("spokes") in supporting external client relationships ("rim"). Maintaining high employee morale is key to ensuring the "wheel" functions properly. Some factors that can impact morale include leadership, work environment, and treating employees with respect.
Five Steps to Prevent Abusive Conduct and Workplace BullyingAnderson-davis, Inc.
This checklist will assist you in writing a comprehensive abusive conduct policy and walk you through the key elements of an effective, engaging and interactive story-based anti-bullying/abusive conduct prevention training course.
The checklist provides excerpts of three definitions of abusive conduct, identifies what to include and what not to include, and euphemisms to avoid in an abusive conduct policy and its distribution. The list identifies the key elements of how to write a story-based and engaging abusive conduct prevention training course and topics to include, i.e., intervention, policy as a ‘living’ document, when supervisors should document and contact HR/EEO, four changes in CA law. It also notes the new Tennessee and California guidelines covering anti-bullying legislation and abusive conduct.
Important: Most of the policy and training checklists’ guidelines and suggestions also apply to writing a comprehensive anti-harassment policy and creating/vetting engaging and story-based harassment prevention and resolution training.
This document provides an overview of integrity and ethics in the workplace. It discusses the importance of values and ethics for companies. Some key points include:
- Values help guide employees' decisions and align stakeholders on goals. They also help with hiring, inspiring staff, and separating those not aligned.
- Ethics refers to standards of right and wrong that prescribe what humans ought to do. It also refers to developing one's own ethical standards to guide decisions.
- Corporate scandals have increased demand for third parties to provide guidance on which companies deserve trust based on governance practices.
- Leadership requires making rigorous people decisions by ensuring the right people are hired and retained based on merit, not other factors like friendship.
Professor Tim Bentley
Director of Healthy Work Group
Associate Head of School of Management, Massey University
Private Bag 102904, Albany, Auckland 0745
t.bentley@massey.ac.nz
(Invited, Wednesday 26, Ilott Room, 3.50)
Harassment is a form of employment discrimination that violates our Civil Rights an disturbs our professional and life performance.
Harassment is unwelcome conduct that is based on race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability or genetic information.
It can happen through negative actions and inflict an individual or a specific group of people.
And such conduct to be considered unlawful, it must create a work environment that would be intimidating, hostile, or offensive to reasonable people.
We have prepared a presentation to discuss this important subject, that affects us in some stages of our professional life.
This document summarizes key points from the book "Crucial Conversations: Tools for Talking When Stakes Are High" by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler. It defines crucial conversations as important discussions where opinions differ and emotions run high. Such conversations include disagreements with bosses, spouses, or coworkers. The document notes that people often handle these conversations poorly when under pressure. It outlines skills taught in the book for having dialogue where all parties can respectfully share their perspectives to find mutually agreeable solutions. These include focusing on understanding different viewpoints rather than just asserting your own and working to develop a shared understanding.
Integrity is defined as being honest and having strong moral principles or being whole and undivided. It is the consistent demonstration of core values like doing the right thing even when unacknowledged. Practicing integrity makes life easier by building trust and serving as a basis for good judgment. It involves being transparent, avoiding conflicts of interest, and walking away if pressured into unethical acts. Integrity through truthfulness is essential for valued working relationships and true success in leadership.
1) The document provides guidance on customer service skills for library staff. It emphasizes that the library's mission is to serve the public and provide free access to materials and information without discrimination.
2) Basic greetings and offering help to patrons in a friendly manner are important for meeting and engaging with patrons. Staff should acknowledge patrons and offer assistance.
3) When handling phone calls, staff should answer promptly, identify themselves, speak with a friendly tone, offer to find information for callers, and thank callers before ending the call.
Workplace ethics are important for effective productivity and balance in both personal and professional life. Common issues of workplace ethics include punctuality, responsibility, integrity, loyalty, teamwork, and professionalism. While ethical problems are inevitable, training and recognizing good behavior can help promote strong, two-way ethics that are both personal and professional.
Executive Presence is essential for Women in Leadership.
Self Leadership expert Andrew Bryant recently shared at the SMU Singapore Management Universities, Women and Leadership Program.
Accountability involves effective leadership, having a clear vision and plan, sacrificing for the team, communicating well, being prepared, taking responsibility, caring about processes, being a good steward, knowing when to address issues professionally, taking ownership of one's actions, and modeling good performance. Accountability does not mean making excuses, operating as usual without responsibility, hiding things, or seeing it as burdensome. Overall, accountability at work involves continuously improving oneself and others through open communication and responsibility.
Training for customer service & team buildingSanjay Panchal
This document provides guidance on training employees for customer service. It discusses the importance of customer service training and team building. It outlines key aspects of service quality like reliability, assurance, tangibles, empathy and responsiveness. It provides ideas for customer service training like case studies, activities, and the FISH! philosophy. It discusses training for listening, communication, problem solving and empathy. Overall, the document emphasizes the importance of customer service training and providing guidance on how to properly train employees.
Giving and Receiving Constructive Feedback Powerpointhortykim
What is constructive feedback?Why give constructive feedback?How to give effective constructive feedback.The sandwich method.How to effectively receive effective feedback.
Managing interpersonal relationship in the workplace wumiXrysteah
This document discusses the importance of managing interpersonal relationships in the workplace. It emphasizes that organizations rely on team communication, and maintaining good relationships with coworkers is key to business success. Some strategies for creating and maintaining good relationships include being friendly, addressing problems constructively, embracing change, and communicating in a positive, respectful manner. Work expectations include exhibiting a positive attitude, responding to others' needs, and avoiding gossip or grudges.
This document discusses work ethics, anti-bullying, and creating a positive work environment. It defines bullying as intentional and harmful behavior involving a power imbalance that is usually repeated over time. Bullying can negatively impact well-being, performance, and create a hostile work environment. The document provides tips for addressing bullying by speaking to managers, HR, or filling out complaint forms. It emphasizes developing positive work ethics like honesty, dependability, and having a good attitude. Fostering teamwork, motivation, and upholding core values of safety and respect can help create a productive workplace.
Soft skills is a sociological term relating to a person's "EQ" (Emotional Intelligence Quotient), the cluster of personality traits, social graces, communication, language, personal habits, friendliness, and optimism that characterize relationships with other people.[1] Soft skills complement hard skills (part of a person's IQ), which are the occupational requirements of a job and many other activities.
This document provides guidance on establishing boundaries and boosting morale as a supervisor. It discusses maintaining appropriate personal, professional and client boundaries. It also addresses combating staff splitting and provides tips for open communication, accountability, attitude, time management and email communication to improve the work environment and boost morale.
Lcc supervisor training morale time email (2)macheop
This document provides guidance on establishing boundaries and boosting morale as a supervisor. It discusses maintaining appropriate personal, professional and client boundaries. It also addresses combating staff splitting and provides tips for open communication, accountability, attitude, time management and email communication to improve the work environment and boost morale.
The document discusses the importance of interpersonal skills in the modern workplace. It notes that today's work requires strong networking abilities as family structures change, coworkers rotate frequently, and hierarchies flatten. Developing interpersonal skills like communication, empathy, self-awareness, and conflict management is essential for effective teamwork and career success. The document provides tips for improving skills like assertive communication, active listening, and resolving conflicts constructively.
This document provides an overview of a management training series focused on developing leadership skills. It covers various leadership models and frameworks, managing people through strengths-based approaches, effective communication and supervision strategies, giving feedback, and addressing challenges like staff splitting and low morale. Specific topics discussed include cultural responsiveness, diversity in leadership, hidden rules of class, leadership philosophies, problem solving, and structuring supervision meetings.
The document discusses work ethics and anti-bullying. It defines bullying as intentional harm against colleagues through misuse of power that is usually repeated over time and causes harm. Bullying negatively impacts well-being, performance and creates a hostile work environment. While no one deserves bullying, some are targeted if they seem different. Bullies may feel unhappy or want power. Help is available through counseling, community groups, or reporting issues to managers or HR. Maintaining positive work ethics like honesty, respect and accountability benefits both individuals and teams.
The document outlines an agenda for a 4-day management training series. Day 1 covers leadership theory and strengths assessment. Day 2 focuses on managing people and building teams. Day 3 is about operational goals and supervision. Day 4 brings the concepts together by developing an overall management philosophy and strategy. Diversity, cultural responsiveness, and strengths-based approaches are emphasized throughout.
This document discusses creating a respectful workplace environment. It provides training on the difference between disrespectful and respectful behavior, how disrespect impacts individuals and organizations, why some people behave disrespectfully, and tools for addressing inappropriate conduct and building a respectful culture. Specific strategies are outlined for how employees, managers and organizations can respond to issues, have difficult conversations, and problem solve to improve workplace interactions and climate.
This document discusses creating a respectful workplace environment. It provides training objectives around understanding the difference between disrespectful and respectful behavior and its impacts. Disrespectful behavior can negatively impact individuals, work productivity, and the overall institution. All employees have a role and responsibility in addressing inappropriate conduct. Management must educate staff on conduct policies and address issues appropriately. When disrespect occurs, individuals should directly and respectfully communicate with the offender, report it to management, or seek help from employee assistance programs.
The document discusses fundamentals of human relations and interpersonal skills. It defines human relations as interactions among people, including conflicts, cooperation, and group relationships. It then lists and explains important interpersonal skills like communication, listening, problem-solving, and decision-making. The document provides tips for improving interpersonal skills, such as listening actively, choosing words carefully, relaxing, clarifying, being positive, and reflecting on interactions. It emphasizes the importance of interpersonal skills for work and personal relationships.
The document provides seven essential principles for effective business networking:
1. Have an elevator speech to concisely describe yourself and your goals.
2. Differentiate yourself by aiming high and being the best at something. Help others to help yourself.
3. Maintain integrity, trust, and reputation, which are vital for networking success. Seek relevant connections based on common interests, backgrounds, or positions.
The document provides an overview of a supervisor training for Superman. It discusses introducing yourself as a supervisor, challenges with staff, structuring supervision through consistent meetings and goal setting, giving feedback both positive and difficult, establishing boundaries, and managing time.
How to break down barriers to give more feedback at workQuynh Nguyen
You are motivated to give more feedback to help your colleagues grow, but you often find yourself not doing it. There seems to be visible barriers that stops you giving feedback. Understand what they are, so you can break through and start growing with the people you value.
10 actions you can focus on to influence culture of respect, civility in your...Barbara Richman, SPHR
The document discusses 10 actions employees can take to promote a culture of respect and civility in the workplace. It notes that incivility is a serious problem according to many studies, costing companies in decreased productivity and increased disputes. While workplaces fall on a continuum between respectful and disrespectful, individual employees can influence culture positively by focusing on respect in their communications and interactions, building inclusive teams, managing conflicts respectfully, avoiding gossip, and periodically self-evaluating their own level of respect. Taking small, consistent actions can help move a company culture towards the ideal of consistent respect for all.
The document discusses effective communication skills for coworkers and supervisors. It emphasizes traits like cheerfulness, empathy, and dependability that foster positive relationships. Teamwork is important, with characteristics like shared goals and open communication. Supervisor relationships require understanding leadership styles and expectations. Electronic communication tools require proper etiquette. Overall relationships and productivity benefit when workers fit in, avoid gossip or resentment, and use communication skills to support common goals.
This document discusses leadership skills and traits. It covers topics like the A-Z of leadership skills, how to become a successful leader, leadership traits of an ethical leader, and challenges of leadership in the contemporary world.
It provides details on specific leadership skills like communication, influence, and learning agility. For communication, it emphasizes the importance of authenticity, visibility, and listening. For influence, it discusses appealing to people's rational side, emotional side, and involving collaboration.
The document also includes sections on leadership wisdom, identity, reputation, brand and tips for effective communication. It provides strategies for active listening and influencing people. Overall, the document focuses on analyzing and developing important leadership skills and traits.
75% of long-term job success depends on Soft Skills! CEOs and HR Managers today are suggesting that companies can do better if they hire people with good soft skills and then train them to develop their hard skills in the area of specialization. Soft Skill is a personal attributes that enable someone to interact effectively and harmoniously with other people.
If you are looking for a presentation to learn the basics quickly then the algorithm has brought you to the right place. Happy learning!
Slavery was introduced to the British North American colonies in 1619 when approximately 20 Africans were sold as slaves in Jamestown, Virginia. While slavery was banned in the Northwest Territory in 1787, it was not abolished nationwide until the passage of the 13th amendment in 1865 after the Civil War, which the South fought to protect their right to own slaves.
From a barn to a one-room schoolhouse to a system with over 25 buildings, discover the changes in education from 1808 to today. For more information, visit www.westervillelibrary.org.
The document provides information about upcoming events at the Westerville Public Library in Westerville, Ohio. It announces that Emily Giffin, a popular author of chick lit novels, will be visiting the library on April 6th for a presentation and book signing. It also advertises the library's hoopla digital service which allows patrons to instantly borrow movies, music, audiobooks and more with no wait times or late fees. Additionally, it provides a schedule of upcoming children's and adult programs at the library throughout April and May.
The document provides information about upcoming events at the Westerville Public Library in Westerville, Ohio for winter 2016-2017. It includes details about author presentations by Chris Bohjalian and Lisa Wood, cooking demonstrations, music performances, reading programs for adults and children, and assistance for students preparing Ohio History Day projects. The library has once again been recognized as a Five-Star Library by Library Journal, placing it in the top 1% of libraries nationally.
Hoopla for Libraries: Instructions for Your Computer or DeviceWesterville Library
Hoopla is a digital media lending platform available through Westerville Library that allows users to stream or download movies, TV shows, music, eBooks, audiobooks and comics to their computers, tablets, phones and e-readers by accessing content with their library card. Users can browse and search Hoopla's catalog, check out available titles, and the loans will automatically return at the end of the lending period, ranging from 3 days for movies/TV to 21 days for eBooks/audiobooks. The instructions guide users through creating an account, accessing content from any device using the Hoopla app, and playing or downloading checked out titles.
The document provides information about upcoming events at the Westerville Public Library, including presentations on genealogy research, a water project in Congo, preventing child abduction, local author talks, and activities for youth like an ice cream social and making guacamole. It also announces that the Library Link program awarded top-participating schools Mark Twain Elementary and Heritage Middle School for most materials delivered to students this school year.
This document provides information about upcoming events at the Westerville Public Library in Westerville, Ohio. It announces that Pulitzer Prize-winning author Anthony Doerr will give a presentation and book signing on May 7. It also advertises sports-themed activities for children and teens from May 26-June 30 as part of the library's summer reading program. Additionally, it invites community members to participate in surveys and video interviews during National Library Week from April 10-16 for a chance to win a gift card.
This annual report summarizes the Westerville Public Library's activities and accomplishments in 2015. It highlights that the library hosted a popular author event series and circulated over 2 million items. It also details new services offered including 3D printing and WiFi hotspots, facility improvements like upgrades to the local history center, and strong financial support from the local community.
The first pioneers came to Westerville using an Indian trail that became 161. More than 150 years passed before the completion of I-270 at Westerville Road. Vehicles changed from horse and oxen-drawn wagons to cars, trucks and motorcycles fueled by gas, diesel and electricity. The arrival of the train and trolley were greeted with great excitement by Westerville citizens but both disappeared as new forms of transportation became popular.
If those pioneers who came here 200 years ago could visit today, we can only imagine their shock at the changes in transportation: forests have become roads; bridges span the local creeks; airplanes occupy the sky with the birds; and cars travel busy highways at 70 miles per hour arriving quickly at their destinations.
For more information, visit www.westervillelibrary.org
BEst Payroll Outsourcing in Mumbai - Widespread HRWidespread HR
Widespread Private Limited offers a wide range of service solutions for the essential building block of every organisation: human resources. Business strategies, process and people outsourcing, recruitments, and training make up the core set of services.
12 Crucial Employee Recognition Ideas for Large Companies.pptxVantage Circle
Boosting employee morale and retention is pivotal for large companies. Discover 12 innovative and effective employee recognition ideas tailored for big organizations to appreciate and motivate their workforce. From personalized awards to company-wide celebrations, these strategies help foster a positive work environment and enhance productivity. Dive into creative solutions such as peer-to-peer recognition programs, milestone celebrations, employee of the month initiatives, and more. Learn how to implement these recognition ideas seamlessly into your company's culture, ensuring every team member feels valued and appreciated. Enhance your corporate culture and drive employee engagement with these practical and impactful recognition methods.
Explore our in-depth case study where PMaps assessments were leveraged to transform hiring practices and boost productivity in the FMCG sector. This study outlines how our tailored assessment strategies helped a leading FMCG company with over 49,000 employees to pinpoint high-performing sales executives through a pilot study. The assessments focused on competencies like Sociability, Positivity, Achievement Orientation, and Dutifulness, resulting in measurable improvements in hiring efficiency and sales performance.
Discover key insights on the effectiveness of competency-based assessments in predicting sales success, and learn about the strategic benefits such as reduced hiring costs, improved employee retention, and increased overall organizational performance. This document is essential for HR professionals and organizational leaders seeking to enhance their recruitment processes and drive substantial growth.
Visit PMaps for more information and full access to the case study: https://www.pmapstest.com/case-study
Explore how Artificial Intelligence is reshaping Human Resources across three key areas: recruitment, employee support, and predictive analytics. From AI-driven candidate screening to intelligent chatbots and data-powered insights, discover how these technological advancements are streamlining HR processes, enhancing employee experiences, and empowering HR professionals to make strategic decisions. Learn how embracing AI in HR can prepare organizations for the future of work and drive workforce success.
@Call @Girls in Bangalore 😍 0000000000 😡 Tanisha Sharma Best High Class Banga...
Workplace Civility
1. WORKPLACE CIVILITY -
RESPECTFUL HABITS THAT
ENHANCE PRODUCTIVITY
Katrina Plourde, SPHR, MLHR
Human Resources Manager
Westerville Public Library
kplourde@westervillelibrary.org
2. “Be civil to all, sociable to many,
familiar with a few, friend to one,
enemy to none.”
- Benjamin Franklin
3. OBJECTIVES
Today we will look at:
1. DEFINITION of what civility and
incivility looks like
2. The IMPACT of incivility on
workplaces and individuals
3. Ways to BUILD civility into your
organizations
4. EXAMPLES of civility programs
5. DEFINITION
Civility encompasses more than just
good manners and etiquette.
It includes the behavior that helps to
preserve the norms for mutual respect
at work.
6. DEFINITION
Civility usually is demonstrated through
manners, courtesy, politeness, and a
general awareness of the rights, wishes,
concerns, and feelings of others.
7. DEFINITION
Civility demands that one speaks in ways
that are respectful, responsible,
restrained and principled…
…and avoid that which is offensive, rude,
demeaning, and threatening.
8. DEFINITION
So now we see that incivility is the
opposite of respect.
Yet some may see some of these
behaviors as just “being real” in today’s
terminology.
9. DEFINITION
If civility is based on norms of behavior,
it is not surprising that we have a crisis
of civility brewing in America.
We don’t want to be told what to do or
that there is a common behavior we
need to mold to.
10. “Are we a nation of boors – or just
trying to keep things real?”
- Marco R. della Cava
11. DEFINITION
It's an age of total disclosure and total
expression and there is often very little
concern for the feelings of others.
12. DEFINITION
According to Urban Dictionary:
“Entitlementia” = Behaving any way in
which one chooses with total disregard
for public decorum.
We all know examples of this…right?
14. DEFINITION
Production
Deviance
Leaving early
Taking excessive breaks
Intentionally working
slow
Wasting resources
Property Deviance
Sabotaging equipment
Accepting kickbacks
Lying about hours
worked
Stealing from the
company
Political Deviance
Showing favoritism
Gossiping about co-
workers
Blaming co-workers
Competeing non-
beneficially
Personal
Aggression
Sexual harassment
Verbal abuse
Stealing from co-
workers
Endangering co-
workers
SeriousMinor
Interpersonal
Organizational
Typology of
Deviant
Workplace
Behavior
15. DEFINITION
Examples in the workplace.
Civility Incivility
Going out of your way to help someone Failing to return phone calls, voice mails,
emails
Acknowledging your mistakes and
making appropriate amends
“Humorous” put-downs, eye rolling,
heavy sarcasm, derogatory remarks
Saying “please” and “thank you” Not keeping appointments
Using a positive tone of voice Interrupting conversations or meetings
Filling the copier with paper after using
the last piece
Yelling, phone slamming, fist pounding,
spitting, throwing objects
Apologizing when you do something
that offends someone
Chipping away at someone’s self-esteem
through constant slights
Refusing to participate in gossip Ignoring others and their opinions
Showing respect for other people’s
feelings and opinions
Addressing people in an unprofessional
manner
16. “Without civility…we run the risk of
acting as though we have ‘no fellow
passengers’ on the journey of life...”
- Deborah Eicher-Catt
17. IMPACT
The costs of incivility are significant
–decreased creativity,
–decreased morale,
–customer disdain—customers do not like
overhearing coworkers mistreat each
other—and
–time spent mending damages to
relationships
18. IMPACT
These costs aren’t merely interpersonal,
however.
Every human cost has a financial cost
(including a cost to both direct and
indirect compensation), as well.
19. IMPACT
Individual reactions vary, but Porath and
Pearson found that those who experience
incivility have:
– 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 their performance declined
– 78% - said their commitment to the organization declined
– 12% - said they left their job because of the uncivil
treatment
– 25% - admitted to taking their frustration out on
customers
20. IMPACT
How do you perceive the incivility?
Your appraisal of the behavior
determines whether this breaks the
norms of your workplace and becomes
uncivil.
22. IMPACT
Coping Strategies:
1. Conflict avoidance: Try to avoid/stay away
from the person, Just put up with it, Try not to
make the person angry, Try not to hurt the
person’s feelings.
2. Minimization: Tell yourself it wasn’t
important, Just try to forget it, Just ignore it,
Assume the person meant no harm/meant well.
3. Assertion: Confront the person, Ask the person
to leave you alone, Let the person know you
didn’t like what was happening.
23. IMPACT
Coping Strategies:
4. Informal social support seeking: Talk with
friend/someone for advice/support, Talk about
it with someone you trusted Talk with family for
understanding/support.
5. Informal organizational support seeking:
Talk with a supervisor/someone in
management, Report the situation informally.
6. Formal organizational support seeking:
Make a formal complaint.
24. BUILD
Note that incivility must be appraised as
fairly aversive and continue for some
time—and perhaps even escalate to
bullying—before employees report it to
management.
25. BUILD
Therefore, management should not
await formal grievances to take action
because most incivility targets employ a
variety of coping responses other than
organizational support seeking.
26. BUILD
In order to address incivility
organizationally, we need to be aware of
some of the triggers in our culture that
make this behavior more evident.
27. “Many people seem to think because
they are so busy and stressed, they are
allowed to be unpleasant to their
colleagues, or show up late to things
without apologizing.”
- Joyce E.A. Russel
30. BUILD
The organization’s responsibility is to
develop a system where incivility is
prevented to the extent possible, uncivil
conduct is taken seriously despite its
“minor” appearance, and employee-
targets are assisted in their attempts to
cope.
31. BUILD
One way to affect any culture change is
to assess the current climate.
Using an assessment will help target
workgroups that could benefit from
interventions (training) to enhance
civility and reduce liability.
32. BUILD
You could add questions to your current
employee survey that identify civility
issues.
Or…use a tool already built for that use.
33. BUILD
The Civility Norms Questionnaire-Brief (CNQ-
B) has four questions:
1. Rude behavior is not accepted by your co-
workers.
2. Angry outburts are not tolerated by anyone in
your unit/workgroup.
3. Respectful treatment is the norm in your
unit/workgroup.
4. Your co-workers make sure everyone in your
unit/workgroup is treated with respect.
34. BUILD
Tips for enhancing civility include:
1. Have good role models for good manners. If the
boss is abrasive, then everyone else has an
excuse for also being abrasive. If the boss is
polite and encouraging, everyone else will likely
follow in the boss’ footsteps.
2. Teach civility to everyone in the workplace. Offer
training on good manners and ways to show
respect to colleagues. Have the leaders at the
firm kick off the training to illustrate their
commitment to it.
35. BUILD
Tips for enhancing civility include:
3. Have zero-tolerance expectations for abrasive
behaviors in the workplace. Make sure you take
action otherwise you are condoning it.
4. Teach employees how to self-monitor their own
behavior. Employees need to know what their
triggers are and how to control their impulses
and responses.
36. BUILD
Tips for enhancing civility include:
5. A certain level of conflict is important in
companies, and yet employees and managers
often don’t know how to express conflict in a
healthy way. Make sure to examine the conflict
management styles of employees and managers
and teach the value of openly discussing issues.
6. Provide anger or stress management training in
the company. Even offering tips every week can
be useful for employees.
37. BUILD
Tips for enhancing civility include:
7. Encourage employees to consider the impact of
their words and actions on others before they
act. Too often, e-mails or text messages are sent
out in rapid fire, which only serve to escalate a
situation.
8. Encourage a business casual or professional
dress code. Some have argued that a more
casual or sloppy dress code is related to
colleagues treating each other in an overly
familiar and less professional manner.
38. BUILD
Tips for enhancing civility include:
9. Be on time. If you are late to meetings or to
getting work done, at least apologize. This is not
a sign of weakness, but a sign of good manners.
10. Help employees accept responsibility for their
actions and the consequences of those actions.
11. Ask for feedback to learn how you are coming
across to others. Listen to that feedback, and
take action to improve.
39. BUILD
As leaders your role should be to See and
Believe
• Workplace aggression does not occur in a
vacuum, and it doesn’t occur without leaving
evidence.
• If you begin to receive multiple complaints about
a manager, listen. If one department has higher
levels of absenteeism, medical leaves, and
turnover than all the rest, investigate.
• Don’t assume that everyone has benign motives.
They don’t.
40. BUILD
As individuals we have two choices
according to Deborah King:
“When incivility comes your way you can be a
thermometer and react, or you can be a thermostat
and change the temperature.”
41. EXAMPLES
• Civility, Respect, and Engagement in the
Workplace (CREW) initiative at the U.S.
Department of Veterans Affairs
42. EXAMPLES
• Civility is an essential behavior of all employees
in all organizations. These are the interpersonal
“rules of engagement” for how we relate to each
other…the fundamentals of courtesy, politeness,
and consideration…
• Respect connects us at a personal level. It
reflects an attitude developed from deep listening
and understanding…
• Engagement is the result of respectful
relationships within an atmosphere of trust…
43. EXAMPLES
Southwest Airlines – workplace norms
foster civility.
• “We’ve talked to our employees from day one
about being one big family. If you stop and think
about it for even 20 seconds, the things we do are
things that you would do with your own families.
We try to acknowledge and react to any
significant event in our brothers’ or sisters’ lives,
whether it’s work related or personal…
44. EXAMPLES
Southwest Airlines – workplace norms
foster civility.
• …We do that traditional things, like sending
birthday cards and cards on the anniversary of
their date of hire. But if employees have a child
who’s sick or a death in the family, we do our best
to acknowledge it. We celebrate with out
employees wen good things happen, and we
grieve with them when they experience
something devastating.” – former CEO Colleen
Barrett
46. RESOURCES
• Johnson, Lisa C.; Cultivating Workplace Civility, UMES 5th
Annual Administrative Assistant Retreat (2012).
• Payscale, Incivility & Other Types of Workplace Aggression,
What It Is, What It Costs, and How to Stop It (2014).
• Cortina, Lilia. Unseen Injustice: Incivility As Modern
Discrimination In Organizations, Academy of Management
Review. Jan 2008, Vol. 33 Issue 1, p55-75. 21p. 2 Diagrams.
• Cortina, Lilia. Patterns and profiles of response to incivility in
the workplace, Journal of Occupational Health Psychology
Volume: 14 Issue 3 (2009).
• Civility, Respect, and Engagement in the Workplace (CREW)
initiative at the U.S. Department of Veterans Affairs,
retrieved from http://www.va.gov/ncod/crew.asp (2015).
47. RESOURCES
• Richman, Barbara. Ten Tips for Creating Respect and Civility
in Your Workplace, HR Mpact, retrieved from
https://www.lorman.com/resources/ten-tips-for-creating-
respect-and-civility-in-your-workplace-15463 (May 2014).
• Russell, Joyce E.A. How To Cultivate Civility in the
Workplace, retrieved from
http://www.washingtonpost.com/business/capitalbusiness/
career-coach-how-to-cultivate-civility-in-the-
workplace/2012/06/15/gJQA6YIjjV_story.html (2015).
• Johns Hopkins University and the Jacob France Institute of
the University of Baltimore. Workplace Misdeeds Top
"Terrible Ten" Rude Behaviors List retrieved from
http://www.jhu.edu/news/home07/oct07/civility.html
(October 4, 2007).
48. RESOURCES
• Della Cava, Marco R. What Happened to Civility? USA
TODAY, updated 9/15/2009. Retrieved from
http://usatoday30.usatoday.com/life/lifestyle/2009-09-14-
civility-cover_N.htm (2015).
• Kim, Tae Wan, Strudler, Alan. Worklace Civility: A Confucian
Approach, Business Ethics Quarterly 22:3 (July 2012), pp
557-577.
• Forni, P.M. The Civility Solution - What to Do When People
Are Rude (September 1, 2009).
• Robinson, Sandra L. and Bennett, Rebecca J. A Typology of
Deviant Workplace Behaviors: A Multidimensional Scaling
Study, Academy Of Management Journal; April 1, 1995.
• King, Deborah. Civility In The Workplace,
https://www.youtube.com/watch?v=Vhzf8G1uy_Y.
49. RESOURCES
• Walsh, Benjamin M., Magley, Vicki J., Reeves, David W.,
Davies-Schrils, Kimberly A., Marmet, Matthew D., and
Gallus, Jessica A. Assessing Workgroup Norms for Civility:
The Development of the Civility Norms Questionnaire-Brief,
Journal of Business and Psychology, December 2012,
Volume 27, Issue 4, pp 407-420.
• University of Tennessee Knoxville, UT’s Civility Message,
https://youtu.be/K7uwiLK_FR0.
• CBS Early Show, Workplace woes: Incivility up, morale down,
https://youtu.be/V-_KtNTmy64.
• Eicher-Catt, Deborah. A Semiotic Interpretation of Authentic
Civility: Preserving the Ineffable for the Good of the
Common, Communication Quarterly, Vol. 6, No. 1, January –
March 2013, pp 1-17.
Editor's Notes
What are the norms we have in our workplaces?
There should be an ‘esprit de corps’ – feelings of goodwill, loyalty, enthusiasm and devotion to a group.
In a practical sense it is making sure the door doesn’t slam shut behind me, pausing to say thank you when someone holds the door for you, showing restraint in conversation (if you don’t have anything nice to say…).
But we say, ‘we are American, I have the right to do and say anything I want’.
Yes, but should you?
Here are my resources and a few others that you might be interested in if you want more on this topic.
Here are my resources and a few others that you might be interested in if you want more on this topic.
Here are my resources and a few others that you might be interested in if you want more on this topic.
Here are my resources and a few others that you might be interested in if you want more on this topic.