The Brutal Cost of Incivility on the Bottom Line · 3 25% 48% 62% 98% 99% 1998 2011 2016 2018 **...
Transcript of The Brutal Cost of Incivility on the Bottom Line · 3 25% 48% 62% 98% 99% 1998 2011 2016 2018 **...
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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
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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
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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
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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
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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.
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QUESTIONS?
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Thank you
Contact information:
Janine Hamner Holman
email: [email protected]
Website: JandJCG.com
cell: 323-493-6431
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