Civility and Rankism Lisa B. German, Assistant Dean for Technical and Collections Services

1. Civility and Rankism Lisa B. German, Assistant Dean for Technical and Collections Services Penn State University Libraries Original Slides by Linda Klimczyk and Jacqueline Y. Peagler June 25, 2010

2. Why are the Libraries undertaking this effort? • Although the University Libraries ranked high in most categories, findings from the University Libraries 2007 Climate Survey revealed some problem areas • Employee respondents reported experiencing offensive, hostile or intimidating conduct most often due to their position status in the Libraries (Classism or Rankism) • Most often a civility or bullying issue (talked down to, derogatory remarks, ignored or excluded.) Substantiated in qualitative data as well

3. Civility, an Issue Over Time • 1996 • General climate: workplace stressors, workload, justice, teamwork • 2001 • General climate: Status is largest issue across locations with incivility as the most common form of misconduct. • 2007 • General climate: Status is largest issue across locations with incivility as the most common form of misconduct.

4. Action Plan from 2007 Climate Study • Explore additional ways to identify and remedy top two issues: Civility and Classism • Plan ongoing investigation to further define problems and solutions …. thus, Civility@OurLibraries

5. Charge to Civility Team • Sponsors • Dean of University Libraries and Scholarly Communications and Assistant/Associate Deans • Charge • Employ a total quality management approach to improve the climate in the University Libraries by addressing and retooling skill sets of employees to deal with civility and rankism (classism) issues. The ultimate goal is to build a culture of respect and to value everyone’s unique contribution to the University Libraries.

6. Objective • To spread ownership and a sense of responsibility for this effort and civility in general throughout the organization as a grassroots effort.

7. Civility Statement • Develop and share our Civility Statement • Define vision of culture of respect and create civility code as a Libraries‐wide social effort involving anyone who wants to be involved (keeping in mind existing University and Library policy.)

8. Focus Groups • Six groups will be held either in person, as conference calls, chat sessions or on paper • Non-Library facilitators from the Office of Institutional Planning and Assessment will lead the groups and summarize group responses • Unfortunately, these groups did not turn out as well as we had hoped

9. Programming • Provide people with tools for dealing with disrespect and incivility at work. • The Team will Investigate avenues of consultation, benchmarking, and resources to: • Educate staff on how to resolve problems, reporting channels, etc. • Offer programming related to civility, respect, and rankism • Programming information available at: http://psulcivility.wordpress.com/

10. Communication • Provide regular feedback to the Library Community • Blog – open communication for allhttp://psulcivility.wordpress.com/ • Facebook group: http://tiny.cc/civilityfb • Twitter feed: follow the tag: #psulcivility • Interview – regular updates • Winter 2010 forum to launch civility statement • Library, Department, Unit Staff meetings – share civility vision and code - ongoing • Summer 2010 forum to share results of assessment • Our global civility@psulias.psu.edu

11. Assessment • Collect data and information to monitor: • Benefits and improvements, • Areas for further improvement • Methodology: surveys, questionnaires, suggestions, etc.

12. Civility “Word Cloud”

13. University LibrariesDiscussion Group Questions • What does an incivility incident look like? • What does a bullying incident look like? • What actions can the libraries take to make sure that this is understood as unacceptable behavior? • What does success look like in terms of creating a more "civil" work environment at your unit/campus?

14. University LibrariesDiscussion Group Questions • Based on the conversation today what would a library definition of civility look like? • With all our differences, how does an organization find a common ground on how we treat each other?

15. University LibrariesCivility Statement Within the University Libraries, civility comprises a conscious demonstration of mutual respect – for people, for their roles, for their knowledge and expertise. Civility requires cooperation, tolerance, acceptance, inclusiveness, kindness, courtesy, and patience. It is expressed not only in the words we choose, but in our tone, demeanor, and actions. All members of the University Libraries community are responsible for and expected to exemplify and promote civility.

16. University LibrariesCivility Statement The University Libraries is committed to creating and maintaining a positive learning and working environment. While it is understood that disagreement will, and should, occur in a collegiate setting, open communication, intellectual integrity, mutual respect for differing viewpoints, freedom from unnecessary disruption, and a climate of civility are important values that we embrace.

17. University LibrariesCivility Statement • Examples of civility include: • Respect and courtesy in language, demeanor, and actions • Respectful acknowledgement of individual differences • Empathy and patience • Refraining from insulting, disrespectful, dismissive, or humiliating language and/or actions

18. University LibrariesCivility Statement All employees deserve to be treated with dignity and respect at their place of work. They deserve to work in an environment free from incivility, harassment, or bullying. Actions must be evaluated not only in light of what the actor intended, but also by what the recipient felt, i.e., impact as well as intent is important.

19. University LibrariesCivility Statement TheUniversity Libraries management is ultimately responsible for creating a positive work climate, and will deal with civility concerns in a timely manner. If you believe you have been treated inappropriately, click here for suggestions of what you can do http://publications.libraries.psu.edu/web/civility.

20. University LibrariesCivility Guidelines • What to do about Uncivil Treatment: • Each University Libraries employee and community member is expected to treat others with civility and respect. If you feel that you have been treated in a manner that is inconsistent with these expectations, you have several options:

21. University LibrariesCivility Guidelines • Approach the other person and share your feelings about what happened. Think about this: What would you want a coworker to do if they were offended by something you said or did? Often making the other person aware of how his conduct affected you is sufficient. Few people are deliberately hurtful.

22. University LibrariesCivility Guidelines • Discuss the matter with your supervisor. Your supervisor may be able to advise you, make suggestions, or if necessary, intervene. • If you feel you cannot discuss it with your immediate supervisor, it may be appropriate to escalate your concern through your management chain. • Consult Libraries Human Resources. LHR can provide advice and help facilitate a solution.

23. University LibrariesCivility Guidelines • If you are a faculty member, speak to your Ombudsperson. For staff, Libraries HR fulfills the role of Ombudsperson. • If your concern can’t be resolved within the Libraries, you can contact the Employee Relations Division of the University’s Office of Human Resources for help.

24. University LibrariesCivility Guidelines Any indication of retaliation for concerns about civil and respectful treatment that are raised in good faith will not be tolerated and will be investigated by the Libraries Administration.

25. Programs Offered in 2009/2010

26. The PITA Principle – focused on self awareness as core to better interpersonal effectiveness. Conducted by Drs. Orndorff and Clark based upon their book, “The PITA Principle: How to Work with and Avoid Becoming a Pain in the Ass”

27. Assertive Communication: A Solution-Based Approach • Outcomes: • Recognize non-assertive, assertive and aggressive communication styles • Recognize your motives and their potential impact on communications • Use feedback to check perceptions • Practice strategies for communicating assertively.

28. Business Etiquette • Know and follow “the rules of business • Determine when it’s OK to break the rules and when it’s important to use professional manners • Free yourself from doubt and anxiety about the impression you’re making on others

29. Non-Verbal Communication: Speaking Volumes Without Saying a Word • Identify non-verbal cues and messages • Recognize the potential implications of non-verbal messages • Explore methods to become a more effective communicator

30. Next Step • Civility issues folded into the responsibilities of the Diversity Committee • Continued monitoring of workplace climate

31. Questions?