from road rage to desk rage incivility in the workplace john fuller, ed.d. director office of...
TRANSCRIPT
From Road Rage From Road Rage
To Desk RageTo Desk Rage
Incivility in the WorkplaceIncivility in the Workplace
John Fuller, Ed.D.John Fuller, Ed.D.
DirectorDirector
Office of Workforce DiversityOffice of Workforce Diversity
Johns Hopkins HospitalJohns Hopkins Hospital
Workplace Dynamics
WorkBackground
Disability
Education
ParentalStatus
GeographicLocation Generational
Values/Motivations
Thinking Style
Income
Marital Status
Military Experience
AgeSexual
Orientation
GenderIdentification
Ethnicity
Disability
Race
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?
Current HeadlinesFearing Long Recession, Employers Halt HiringForeclosures Increasing; Housing Bottom Not in
SightPolitics Can Chill Water Cooler Chatter
Workplace survey by Vault Politics 46% had witnessed a political argument between co-workers
Job Losses Accelerate Signaling Deeper DistressHarris 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 information
Keep your germs to yourselfBe mindful of fellow riders’ private spaceWatch your body parts while standing or sittingNo food and please take baths before boarding!
Reuters Report on Desk RageAugust 200850% of all workers report yelling and verbal abuse on the
job with 25% stating being driven to tears.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 safety.
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 upset.
Derailing Behaviors
MICRO INEQUITIESDefinition: Tiny damaging discriminatory
action or comment which normally one cannot do anything about. Yet they are incredibly damaging
Doesn’t Matter What Message You SendOnly the Message That Was Received!
Co-Responsibility
DERAILING BEHAVIORSCarry A Powerful Impact
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 EntitlementsPEOPLE IN THIS ORGANIZATION:
Receive recognition in proportion to their contribution.
Are treated as unique individuals –not stereotyped.Receive fair coaching and feedback to enhance their
skills and are clear about what is expected.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 performance.
People deserving promotions being overlooked to punish them.
“People Join Companies – But they leave Managers”Gallup Quote
INCIVILITYIncivility is evidenced by disrespectful behavior.
It undermines the dignity and self-esteem of employees, creating unnecessary suffering.
28% lost work time avoiding the instigator of the incivility
53% lost time worrying about the incident/future interactions
37% believe their commitment at work declined 22% have decreased their effort at work10% decreased the amount of time that they spent at
work12% actually changed jobs to avoid the instigator
Acts of Incivility by ManagementManager 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 AssignmentsNo Constructive Feedback or MentoringLimited ExpectationsNot evaluated fairly based on performance,
rather on personality style, professional background, age, race, gender, religion, disability or sexual orientation.
Informal Survey Results from MIT Study
56% reported Rude intentional disregard of a person’s 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” demeanor.
62% reported Back-Stabbing – Unfairly criticizing behind their backs for personal gain.
Workplace BullyingInappropriate interpersonal behaviors workers are subject to through their employment
Persistent unjustified criticismPublic humiliationThreats to professional standingScrutiny of workUnfair allegations of incompetenceCan be verbal or horizontal (other
colleagues)Stalking and intrusion; can lead to
physical violence
Who Does the Bullying?Men and women bully and are bulliedWomen bullies target women 84% of the timeMen bullies target women 69% of the timeWomen are more likely to report bullyingAbout 1 in 100 who experience egregious bullying
either attempts or succeeds to commit suicideMost people who are bullied report damage to
their healthOverwhelming majority of bullies are repeat
offendersBullying 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 Behaviors
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” “It’s Hard Out Here for a Pimp”
Unwelcome and persistent requests for dates or sexual advances.
Hostile Working EnvironmentMust 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 effectiveness.
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 behaviorExpress 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 Asset
Y Text Speak
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.
ValuesTraditionalists:Hard workDedication &
sacrificeRespect for rulesDuty before
pleasureHonor
Boomers:OptimismTeam orientationPersonal gratificationInvolvementPersonal growth
ValuesXers:DiversityTechno literacyFun and informalitySelf-reliancePragmatism
(Common Sense)
Millenials:OptimisticFeel civic dutyConfidentAchievement
orientedRespect for diversity
Generational FeedbackTraditionalists – “No news is good news.”Boomers – “Feedback once a year and lots of
documentation.”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 toquestion or challengeauthority or the status quo.This may cause confusionand resentment among theXers and Millenials whohave been taught to speakup.
All Employees Remember This We all report to someone. Experts say it is
good to remember that today’s 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 can’t hurt.
Maybe, just maybe the problem may be you!