Workplace incivility – a critical component of a good work environment – is on the rise. Here’s what to do about it.
This is very worrisome, as these negative encounters have widespread effects in the company:
- They raise stress levels and lower job performance
- They increase turnover (and thus turnover cost)
- They make for a negative customer experience. Not only do disgruntled employees take their frustrations out on customers, but as customers witness rudeness or uncivil actions, they are more likely to drop your brand
- Collaboration will decrease among employees, whose willingness to share will drop by half (in extreme cases)
So how do you decrease incivility?
- Be sure to noticed these behaviors early — when interviewing a candidate. Ask a lot of behavioral questions, and be sure to check references thoroughly.
- Promote civility throughout your organisation. Make civility metrics, talk about the issue, and make sure trainings are in place should any issues with civility arise.
- How leadership acts is crucial. Being treated with respect was the number one request from employees (it even came before appreciation). So be sure to lead by example!
Source: McKinsey
