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1. Civility in the Workplace Kirsten W. Schwehm, PhD
3. Why should you care about civility?
4. The Incivility Continuum
5. Why Choose to be Civil? One person can have a positive impact on the work environment
Being nice feels good
83% of workers report that it is very important to work in a civil environment (Baltimore Workplace Study, 2003)
6. The Incivility Spiral (adapted from Andersson & Pearson, 1999)
7. Contributors to Incivility Long hours / overwork
Intolerance of individual differences
Being in a protected position or position of authority
8. The Costs of Incivility Lost work time and productivity
Lost employees / high turnover
Decrease in feelings of teamwork
Lowered job motivation
Health costs due to stress
Legal costs due to litigation
Incivility to customers / clients
9. Human Needs Affecting Interpersonal Interactions Power
10. Communicating Civility
11. Communicating Civility (cont.)
12. Watch Your Language, Young Lady!
13. Words that Promote Conflict You must
You lied to me
This is so typical of you
You always / you never
The problem is
If you dont do this, then
Youll never change
Youre being hysterical
15. Questions to Take You Below the Surface Can you tell me what bothered you about what I did?
What is the most important thing to you in solving this problem?
Would you be willing to start again right now and do it differently?
What would it take for you to let go of this conflict and feel that the issue has been completely resolved?
16. The Art of Active Listening Listen to your co-workers with the same basic courtesies you extend to customers
Reflect back understanding of views
Ask clarifying questions
Really listen, dont prepare your rebuttal until you have HEARD the other person
Use of I statements
17. Clearing the A-I-R
18. Civility in Emails Dont ignore emails
Is your point better communicated in person?
Have a trusted colleague review before sending
Keep emails to the point
Dont forget pleasantries
Be aware of tone
19. Civil Behavior Be on time for meetings
Do not do unrelated work in meetings
Watch your body language
Apologize when you are in the wrong
Respect co-workers stuff (e.g., food in the refrigerator)
20. Responding to Incivility Have healthy boundaries
Stay away from the low road
Vent your frustration
21. Dealing with Bullies Approach bully, then next line supervisor if necessary
Document and seek assistance from leadership early
Leaders must take bullying seriously and intervene
22. A Culture of Civility
23. The Caveats
24. Final Thoughts
25. Helpful References Choosing Civility: The Twenty-Five Rules of Considerate Conduct (2002) by P.M. Forni
Conflict Resolution (2001) by Daniel Dana
People Styles at Work (1996) by Robert Bolton & Dorothy Grover Bolton
Resolving Conflicts at Work (2005) by Kenneth Cloke & Joan Goldsmith
Rude Awakenings: Overcoming the Civility Crisis in the Workplace (2002) by Giovinella Gonthier
Workplace Wars and How to End Them (1994) by Kenneth Kaye