Workplace Civility: Respectful Habits Lead to Increased Productivity, Decreased Liability
Dr. Greg Chartier, SPHR, GPHR, SCP, is a Senior Consultant with GLOMACS, specializing in human resource programs at the strategic level. He is a senior human resource professional with experience in healthcare, banking, pharmaceuticals, manufacturing, and higher education. His academic qualifications include a Bachelor’s degree from The Citadel, an MBA from Rensselaer Polytechnic Institute, and a Ph.D. from Madison University.
As a human resource consultant, Dr. Chartier provides outsourcing and HR management services to firms in the US and is a member of the human resources faculty of two local universities. He is certified by the Human Resources Certification Institute (HRCI) as a Senior Professional and a Global Professional in Human Resources and is a Senior Certified Professional of the Society for Human Resource Management (SHRM) and is a national member of SHRM and the Council of Industry.
In addition, he is a Board member of the Business Council of Westchester, the Westchester Human Resources Management Association, and the Child Care Council of Westchester.
A well-known, speaker and educator, Dr. Chartier works with organizations to improve the effectiveness and efficiency of their human resource function. He is a thought-provoking professional speaker and his wisdom and insights into management and leadership make him an electrifying speaker and seminar leader. His programs are interactive, practical, and result-oriented and are appropriate for a wide range of participants.
Along with his contributions to various publications, Dr. Chartier is the author of What Law Did You Break Today? Understanding your legal rights and responsibilities as a small business employer.
This webinar has been approved for 1.50 HR (General) recertification credit hours toward aPHR™, aPHRi™, PHR®, PHRca®, SPHR®, GPHR®, PHRi™, and SPHRi™recertification through HR Certification Institute® (HRCI®). Please make note of the activity ID number on your recertification application form. For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org.
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Civility training is a new term for an old concept. It refers to professional business training related to etiquette, diversity awareness, and cultural sensitivity. Research indicates that inclusion policies are actually the keys to diversity management success. As economies, markets, and industries around the world merge together, the need for thoughtful and perceptive employees continues to grow among global corporations.
Civility coaching is more than just training in professional conduct. Civility coaching teaches employees about self-awareness, personal integrity, professional ethics, communication skills, and interpersonal psychology. Employees will gain a sense of workplace ownership and respect for others. Each of these five areas will be covered in the webinar.
1. Self-awareness and emotional intelligence
- Perceiving emotion
- Using emotion to facilitate thought
- Understanding emotion
- Regulating emotion
2. Ethics and ethical behavior:
- Protecting the rights of others
3. Improving communication skills in a multi-cultural and multi-generational environment.
- Impactful communication integrates:
o An understanding of the audience’s needs and perspectives.
o A clear message
o Effective delivery
4. Understanding individual and group behavior
- Human behavior is complex
o All behavior is caused
o All behavior is goal-driven
o Everyone is different
- People behave differently in groups than they do individually
Course Level - Basic/Fundamental
Who Should Attend
- Anyone who has to work with others.
- New supervisors
Why Should You Attend
The exceptionally high frequency of occurrence for incivility is cause for concern because research has consistently demonstrated that the effects of incivility can compound over time. In terms of personal outcomes, coworker incivility has been linked to higher levels of employee burnout, feelings of strain, and decreased psychological well-being. In terms of organizational outcomes, incivility has been related to employee withdrawal, decreased satisfaction, and decreased performance. Not only is incivility related to these negative effects on employees and organizations, but it can also “spiral” out of control That is, when someone perceives incivility from another individual in the workplace, they may retaliate with an uncivil act of their own (i.e., you were rude to me, I’m going to be rude to you!), creating a spiral of incivility.
In such a spiral, retaliation occurs between two organizational members, increasing in intensity and eventually escalating from minor deviant acts of incivility to overtly hostile acts such as verbal aggression and even violence. As such, minor breaches in etiquette could quickly grow out of hand. Research investigating civility interventions provides some recommendations that might be effective in building a respectful work environment. One of the most important factors in maintaining a civil work environment is for management to model the behavior desired, helping to create a culture of civility and respect. By setting the tone for the organization, managers can help create a culture of civility and respect at all levels of the organization.
Organizations can include norms for courtesy and respect as part of their recruitment efforts. Recruiters should have the “people skills” necessary to embody the civility norms of the organization and set the stage for these expectations. Thoroughly check references for indications of consistent past rude behavior, as well as selecting personality traits that might be related to civil, respectful behavior such as conscientiousness and agreeableness.
Onboarding programs can make civility expectations clear, and issues related to interpersonal behavior can be discussed. Emphasizing that employees should never be too busy to be nice should be a priority, and this should be reiterated throughout the course of an employee’s career.
Promoting civility can both reduce negative employee outcomes and increase organizational effectiveness. Maintaining a civil work environment is not necessarily easy, particularly due to the fast-paced, often interpersonally disconnected work environment, where communication is quick and emails are may be sent without a thought. However, previous research indicates that it can be done, and making efforts toward promoting civility will certainly pay off in the long term.
Incivility is a low-intensity behavior with ambiguous intent to harm the target, in violation of workplace norms for mutual respect and courtesy. Ambiguous intent is different from intentional intent. In a typical case of interpersonal mistreatment, there is a perpetrator and a victim. Using verbal aggression as an example; the perpetrator shouts at the victim. However, in the case of incivility, this clear intentionality is no longer present. With incivility, the ambiguity of intent makes it difficult to tell who the perpetrator and who the victim is.
Workplace incivility may be low in intensity, but it is quite high in frequency. Over the past ten years, research investigating workplace incivility has estimated that prevalence rates may be between 75% and 100%, meaning that nearly all employees have experienced some level of incivility from their coworkers, supervisors, or customers/clients. As a result, incivility can lead to a variety of negative effects on employee and organizational well-being.