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< Previous•Erodes/spoils… •individual/team/org values, performance •competitiveness, cooperation, creativity •satisfaction / happiness •loyalty, commitment •Contagion effects: tends to escalate/spread •Costs organizations $$ •Potential crisis seed/accelerator conflict, turnover, lost time/effort Business Argument = costs, vulnerability/exposure Incivility, “So what?”Why are employees uncivil to each other? • Incivility breeds incivility (2/3) • personal experience as target • witness treatment of others • No time for “nice” (1/2) • overworked; sensitivity is luxury • speed over process • Clueless (1/3) • lack of training, guidelines • role modeling by superiors & execs • Because they can, amusing to them (4%) • power trip, easy targets, ‘fun’incivilityOffender Target May start simply, between 2 individualsThen, the impact can spreadWhat do you think targets of incivility do? a. work less hours b. avoid the person who treated them badly c. reduce their effort d. lose faith in their organization e. worry about what happened f. ask for help g. take it out on their organization h. get back at the person who offended them i. quit•47% cut back timeat work •66% cut back effort at work •78% say they lose commitment to their organization/teams •1/2 consider leaving •1 in 8 actually leaves –taking knowledge, networks, experience –they’ll report a different reason –often wait months/years, so time lag b/w incivility and exit •88% get even with their organizations •94% get even with their offenders (gender differences) •…and all these numbers regard target-basedcosts only Target-inflicted Costs (pre-pandemic, pre-quiet quitting, pre-great resignation)Proactive Conflict Management Pruning Incivility * #1 = behave civilly * role-focused action • Target • Offender • LeaderThe Power of Civility According to decades of research… Trust Performance Motivation Work ethic Creativity Job satisfaction Attention and recall Engagement with work Sense of personal value Enhance problem solving Expand social networks Better cooperation, more willing to collaborate #1 –To curtail incivility, behave civilly, motivated by…Adapt these behaviors… • Listen better. • Think before you speak. • Sincerely say please, thank you, excuse me... • Share recognition/praise. (hi perf teams 6x +f/b; low 2x –f/b) • Acknowledge others in your vicinity (5/10 rule) • Extend yourself, espto people who tend to be ignored. • Drop arrogance. Appreciate why humility rules. • Admit when you don’t know. • Live up to your organization’s values. … with everyone, always Each of these actions is always in our own control.Next >