How important is good manners? Really, really important. And it extends much further than knowing what an oyster fork looks like.
Incivility weakens health in areas such as cardiovascular disease, cancer, diabetes, ulcers, and of course mental health. For reasons of reducing health care claims alone, mistreatment of staff should be curtailed. However, preventing workplace incivility is actually a bigger deal than originally thought.
In fact, there is significant research that shows being outright rude to colleagues is a major killer of workplace productivity.
In my jurisdiction, there was legislation brought in a few years ago that obliged employers to curtail bullying and harassment. The legislation goes beyond the long-standing human rights legislation preventing harassment on prohibited grounds, such as sexism or racism. The new rules say that if we are to compel others to action we must not be aggressive, humiliating, or intimidating.
Uncivil Workplace Culture Adversely Affects Productivity
According to her research, Christine Porath found that for those treated rudely by their colleagues:
- 47% intentionally decrease the time spent at work
- 38% deliberately decrease the quality of their work
- 66% report that their performance declined
- 78% said their commitment to the organization declined
- 80% lost time worrying about the uncivil incident
- 63% lost work time in their effort to avoid the offender
In addition to the reduced productivity of those who stick around, there is also the consideration of those who quit. Twelve percent of those treated poorly leave the job because of the incident and, by contrast, those who are treated well by their manager are more likely to stick around. What is interesting from an analytics perspective is that those treated poorly don’t tell their employers why, making it a blind spot in the data. We know this from other sources; it’s always okay to say that you’re leaving for a better opportunity elsewhere. But employees usually quit because of their manager and refuse to talk about it in exit interviews.
In addition to those directly treated in an uncivil manner, those who observe someone else being treated in such a manner are also affected. “You may get pulled off track thinking about the incident, how you should respond, or whether you’re in the line of fire.” Those who witness incivility see their performance halved and they “weren’t nearly as creative on brainstorming tasks.” It makes sense that behavior is social and contagious, and that we feel for those around us. That includes emotional pain.
The impact is not just contagious between employees, but it also spreads to customers. In research conducted with two colleagues form the University of Southern California, Porath found that “…many customers are less likely to buy from a company they perceive is uncivil, whether the rudeness is directed at them or other employees.” When customers witness an uncivil episode between employees, that customer makes generalizations about the company. This has happened with Uber; customers who perceive a toxic environment have turned to competitors.
It’s more evidence of an emerging business model I refer to as double engagement. That is, that it is engaged employees who attract and retain engaged customers, causing the revenue flow that marketing and finance want so desperately. The days of investors and marketing teams driving a product or service into the hands of witless customers is long gone. We live in a world where being human dictates business strength.
But before we put this all in the hands of the worker, we should note that the main source of an organization’s emotional tone comes from its leadership. Simply put, when leaders treat their team fairly and well, they are more productive. The team goes above and beyond. They have more focus, better engagement, more health and well-being, more trust and safety, and greater job satisfaction.
For leaders, the new bottom line must also now include compassion, emotional sensitivity, and engagement. You must step away from individual heroics and reverse your sense of who is important. Why? Because way down at the bottom of the pecking order there may be someone who is not treated so well. Whether you’re a caveman or a gentleman, if you are stronger and more powerful it is your job to carry them.
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