The Brutal Cost of Incivility on the Bottom Line

How Incivility Affects Us and Possible Turnaround Strategies

Janine Hamner HolmanFounding Principal, J&JCG

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25%

48%

62%

98% 99%

1998 2011 2016 2018 **

Percentage of workers experiencing incivility in the workplace

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The Incivility Continuum

Negative Behavior

Rudeness, insensitivity, complaining,

gossip, eye rolling, disengagedNegative Behavior (++)

Cultural bias, crude jokes

Verbal Aggression

Yelling, intimidation, humiliation Physical Aggression

Throwing objects, harassment

Physical Aggression

Assault/battery5

Consequences of Incivility

• Incivility breeds incivility

• It starts at the top

• Jobs are becoming progressively more team-based

• The consequences of incivility are high

• Yet still few organizations recognize the impacts of incivility or take action to curtail it

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The Internal Costs of IncivilityEmployee feedback results:

• 48% intentionally decreased their work effort

• 47% intentionally decreased the amount of time spent at work

• 38% intentionally decreased the quality of their work

• 80% lost time worrying about the incident

• 63% lost time avoiding the offender(s)

• 66% say their performance declined

• 78% said their commitment to the organization declined

• 25% of victims and 20% of witnesses say they left their job because of the uncivil treatment (vs. typical rate of 5%)

• 25% admit to taking out frustrations on customers

• Impact on Millennials and Gen Z

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The External Costs of Incivility/ Impact on Customer Loyalty

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The Impacts of Incivility on Our Behavior

• Break someone’s nose

• Smash someone’s fingers

• Attack/kill/torture someone

• Beat/crush a person to death

• Sink a body in a river

• Throw it though a window

• Smash the experimenter’s nose

• Place it on the floor to stub people’s toes

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10 Ways to Increase Civility

1. Focus on “Organizational Culture”2. Enroll Managers and Leaders3. Create a Policy - Large and Small

Changes4. Manage Yourself5. Use Emotional Intelligence6. Weed out Trouble7. Teach Civility8. Learn How to Deal with Conflict9. Be Intolerant…of Bad Behavior10. Reward Good Behavior

Focus on “Organizational Culture”

• Culture drives innovation, performance, profit margins, employee engagement, employment retention

• Deloitte University Press study: 87% of organizations say that culture and employee engagement is their top challenge

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Enroll Managers and Leaders in the Importance of Action

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“Incivility is a bug. It’s contagious, and we

become carriers of it just by being around it.”

Christine Porath

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Most employees (75%) leave because of bad managers. Gallup

Create a Civility PolicyMake Large & Small Changes

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Manage Yourself

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Emotional Intelligence (EI): One of The Best tool Against Incivility

Author Daniel Goleman defines EI as a connection betweenwhat you see and what you do with yourself and others.

To combat incivility requires we embrace the skills encompassing the Five Elements of Emotional Intelligence

Weed Out Trouble BEFORE it Enters

• Seek to screen out “toxic people”

• Use your organizational values

• Ask behavioral questions of candidates

• Check references thoroughly

• “People tend to kiss up and kick down”

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Teach Civility

Understand the actual costs of incivility and conflict

Develop a team environment focused on trust, respect, and safe places to take risks

Offer training and coaching on • giving and receiving feedback (positive and corrective)• working across cultural differences• emotional intelligence• mindsets• dealing with difficult people• stress management• crucial conversation• negotiations• mindfulness

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Are incivility and conflict the same issue?

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Learn How to Deal With Conflict

Conflict is . . . any situation

in which your

concerns or desires

differ from those of

another person

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Conflict can be healthy if

handled empathically!

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Be Intolerant…of Bad Behavior

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Reward Good Behavior

In performance reviews, consider adding criteria measuring teamwork instead of just individual performance, and measure collegiality not just outcomes

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Those who lift-up their peers daily will garner more respect from them and a higher chance of success in the long run.

QUESTIONS?

Thank you

Contact information:

Janine Hamner Holman

email: Janine@JandJCG.com

Website: JandJCG.com

cell: 323-493-6431

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