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9Incivility in the Workplace


34% reported Confrontational 'in your face' demeanor. ... 1 out of every 10 thank you emails contain smiley faces sent to hiring managers. ... – PowerPoint PPT presentation

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Title: 9Incivility in the Workplace

From Road Rage To Desk Rage Incivility in the
John Fuller, Ed.D. Director Office of Workforce
Diversity Johns Hopkins Hospital
Workplace Dynamics
Work Background
Thinking Style
Sexual Orientation
Marital Status
Gender Identification
Parental Status
Military Experience
Geographic Location
Generational Values/Motivations
When you left for work this morning, what did you
leave behind?
  • Your opinions? Your background?
  • Your generation? Your native language?
  • Your doubts? Your children?
  • Your secrets? Your real hairstyle?
  • Your race? Your politics?
  • Your ethnicity? Your gender?
  • Your sexual orientation? Your personality?
  • Your uniqueness? Your ideas?
  • Positive Dynamic or Perfect Storm?

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Current Headlines
  • Fearing Long Recession, Employers Halt Hiring
  • Foreclosures Increasing Housing Bottom Not in
  • Politics Can Chill Water Cooler Chatter
  • Workplace survey by Vault Politics 46 had
    witnessed a political argument between co-workers
  • Job Losses Accelerate Signaling Deeper Distress
  • Harris Interactive Poll indicates that 7 out of
    10 area residents say jobs and money are
    significant sources of stress exceeding the
    national average

How Does It Make You Feel?
  • Commuting to work and someone cuts you off nearly
    causing you an accident? What if it was a
    coworker who did this to you?
  • Seeing others talking on the phone while driving
    and not paying attention? In the fast lane?
  • Weaving in and out of traffic like stunt drivers?
  • Riding behind someone with a political bumper
    sticker? In the fast lane going 55 in a 55 mph
    zone in front of you?
  • Late because of an accident backing up traffic.
  • Gas Prices/Current Financial Crises/your 401/402?

Minding Your Metro MannersRidership Has Grown
  • Keep your music to yourself. Personal music
    players keep volume so others cannot hear
  • Cell phone conversation no one wants to hear
    your medical ailments or other personal
  • Keep your germs to yourself
  • Be mindful of fellow riders private space
  • Watch your body parts while standing or sitting
  • No food and please take baths before boarding!

Reuters Report on Desk RageAugust 2008
  • 50 of all workers report yelling and verbal
    abuse on the job with 25 stating being driven to
  • 2-3 percent admit hitting, pushing, or slapping
    someone at work.
  • 100 million in the workforce that amounts to as
    many as 3 million people.
  • One sixth of US Workers reported anger at work
    has led to property damage and a tenth reported
    physical violence at the workplace fearing for
  • Contemporary pressures such as rising fuel costs
    fan the flames.
  • People coming to work after a long commute
    sitting in traffic, watching their discretionary
    income burn up.
  • They are already for a fight or just really

Derailing Behaviors
  • Definition Tiny damaging discriminatory action
    or comment which normally one cannot do anything
    about. Yet they are incredibly damaging


  • Doesnt Matter What Message You Send
  • Only the Message That Was Received!
  • Co-Responsibility

Examining Costs of Employee Turnover Due to
Derailing Behaviors
  • Administrative including time spent copying
    documents, scheduling appointments, coordinating
    with hiring manager.
  • Interview Related including reference checks,
    emails, mailings, postage, resume screening,
    criminal/credit checks, medical exams, drug
    tests, orientation materials and presentations.
  • Outgoing Employee including paid accrued
    vacation, separation bay, continued benefits,
    processing benefits, payroll processing,
    unemployment compensation

Employee Dignity Entitlements
  • Receive recognition in proportion to their
  • Are treated as unique individuals not
  • Receive fair coaching and feedback to enhance
    their skills and are clear about what is
  • Receive negative feedback in private in a manner
    that exhibits respect.
  • Receive a hearing about any concern or
    opportunity they want to bring to the attention
    of the organization.
  • Receive a fair opportunity to compete for jobs
    when available.

Derailing BehaviorsYou Think YOUR Boss is Bad?
  • People not being told what is expected of them,
    then chastised for failing to perform.
  • People being promoted to appease them.
  • People being intentionally ignored as a way to
    belittle them.
  • People being left out of the loop in important
    information, intentionally to hurt their
  • People deserving promotions being overlooked to
    punish them.
  • People Join Companies But they leave Managers
  • Gallup Quote

  • Incivility is evidenced by disrespectful
    behavior. It undermines the dignity and
    self-esteem of employees, creating unnecessary
  • 28 lost work time avoiding the instigator of the
  • 53 lost time worrying about the incident/future
  • 37 believe their commitment at work declined
  • 22 have decreased their effort at work
  • 10 decreased the amount of time that they spent
    at work
  • 12 actually changed jobs to avoid the instigator

Acts of Incivility by Management
  • Manager who never recognizes the
    contributions/achievements of staff instead
    pounces on every mistake. Nitpicking
  • Manager meetings with staff members that often
    begin with Do you mean to tell me or saying
    Off the record
  • No Developmental Assignments
  • No Constructive Feedback or Mentoring
  • Limited Expectations
  • Not evaluated fairly based on performance, rather
    on personality style, professional background,
    age, race, gender, religion, disability or sexual

Informal Survey Results from MIT Study
  • 56 reported Rude intentional disregard of a
    persons presence and intentional actions that
    embarrass or devalue
  • 53 reported Blatantly rude/Lack of manners or
    common courtesy
  • 32 Reported Repeated unjustified criticism
    designed to demoralize
  • 34 reported Confrontational in your face
  • 62 reported Back-Stabbing Unfairly criticizing
    behind their backs for personal gain.

Workplace BullyingInappropriate interpersonal
behaviors workers are subject to through their
  • Persistent unjustified criticism
  • Public humiliation
  • Threats to professional standing
  • Scrutiny of work
  • Unfair allegations of incompetence
  • Can be verbal or horizontal (other colleagues)
  • Stalking and intrusion can lead to physical

Who Does the Bullying?
  • Men and women bully and are bullied
  • Women bullies target women 84 of the time
  • Men bullies target women 69 of the time
  • Women are more likely to report bullying
  • About 1 in 100 who experience egregious bullying
    either attempts or succeeds to commit suicide
  • Most people who are bullied report damage to
    their health
  • Overwhelming majority of bullies are repeat
  • Bullying is responsible for 1 resignation in 4

Who Actually Commits Work Related Acts of
Incivility or Bullying?
Did you know.
  • Job discrimination complaints rose 9 in Fiscal
    Year 2007 to nearly 88,000.
  • The EEOC collected over 345 million in
    settlements in FY 2007.
  • 18 of all Federal Sexual Harassment federal
    charges nationwide were filed by men in 2007
  • Offensive is in the eye of the beholder or the
    recipient of the behavior. If you make comments
    that you feel are not offensive and the recipient
    says they are..then they are!
  • An estimated 71 percent of the workforce has
    experienced some form of workplace incivility in
    the past five years.

Examples of Sexual Harassment Incivilities and
  • Email, I-Phone, Internet Reality, pager messages,
    sexual objects, letters, phone calls,
    inappropriate sites displayed on computer,
    discussing sexual escapades or television
    explicit ads
  • Unwanted touching, hugging, jokes,
    pinching,leering, etc.
  • Comments Hey Baby give me a smile, You look
    like you are ready for bed in those hospital
    greens I am ready for bed too
  • Unacceptable Music - Honky Tonk Badonkadonk
    Its Hard Out Here for a Pimp
  • Unwelcome and persistent requests for dates or
    sexual advances.

Hostile Working Environment
  • Must be sufficiently severe or pervasive to
    create an abusive work environment.
  • Does not refer to occasional compliments of a
    socially acceptable nature.
  • It can be based on martial status, pregnancy,
    race, color, ethnicity, national origin, age,
    disability, religion, sexual orientation or
    identity, personal appearance, veteran status or
    any other legally protected characteristic.
  • It does refer to behavior that is not welcome,
    which is personally offensive, that debilitates
    morale, and which interferes with work

Who Should Help Stop Workplace Incivilities?
  • S- The Source of the Behavior
  • - Stop the Harassing Behavior
  • T - The Target of the Behavior
  • -Tell the source to stop and/or report the
  • Express your feelings Say it is unwelcome
  • O- Any Observer of the Behavior
  • -No such thing as an innocent bystander.
  • P- Any Person in Authority
  • -A Duty Exists

Cashing in on Generational DiversityFrom
Culture Clash to Valuable Business AssetY Text
  • Thx for the Iview! I Wud to Work 4 U!!
  • 1 out of every 10 thank you emails contain smiley
    faces sent to hiring managers.
  • It is natural communication for this generation
    but probably not for X or Baby Boomers!

Four Generations At Work
  • Traditionalists (born 1922-1943)
  • Baby Boomers (born 1943-1960)
  • Generation X (born 1960-1980)
  • Millenials (born 1980-2000)

Generations at Work
  • The events and conditions each of us experience
    during our formative years help define who we are
    and how we view the world.
  • The generation we grow up in is just one of the
    influences on adult behavior.

  • Boomers
  • Optimism
  • Team orientation
  • Personal gratification
  • Involvement
  • Personal growth
  • Traditionalists
  • Hard work
  • Dedication sacrifice
  • Respect for rules
  • Duty before pleasure
  • Honor

  • Xers
  • Diversity
  • Techno literacy
  • Fun and informality
  • Self-reliance
  • Pragmatism (Common Sense)
  • Millenials
  • Optimistic
  • Feel civic duty
  • Confident
  • Achievement oriented
  • Respect for diversity

Generational Feedback
  • Traditionalists No news is good news.
  • Boomers Feedback once a year and lots of
  • Xers Sorry to interrupt but how am I doing?
  • Millenials Feedback whenever I want it at the
    push of a button.

Generational Interaction An Example
  • Traditionalists and Boomers
  • may have a tendency not to
  • question or challenge
  • authority or the status quo.
  • This may cause confusion
  • and resentment among the
  • Xers and Millenials who
  • have been taught to speak
  • up.

All Employees Remember This
  • We all report to someone. Experts say it is
    good to remember that todays managers have a lot
    of responsibilities increasing revenue, keeping
    customers, i.e., patients or students happy,
    managing a diverse workforce that comprises four
    generations of people who are motivated and
    fulfilled differently based upon their culture.
    A little empathy for the boss cant hurt.
  • Maybe, just maybe the problem may be you!
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