workplace civility, burnout, and work engagement · burnout. engaged 36% ineffective 31%...
TRANSCRIPT
Workplace Civility,
Burnout, and Work
Engagement MICHAEL P. LEITER, PHD
PROFESSOR, SCHOOL OF PSYCHOLOGY, DEAKIN UNIVERSITY
The Current Crisis
Respect Matters
Patchy Landscape of Respect
Most Get Along Well
But Enough Don’t
Needed: Evidence-Based Methods for Improving Civility
Engagement with Work
Energy
Involvement
Efficacy
Burnout and Neighboring Profiles
• Unmanageable Demands
• Inadequate RecoveryExhaustion
• Value Conflicts
• Disrespect
• Emotional DistanceCynicism
• Lack of Recognition
• Impossible Standards
• Lack of ControlInefficacy Ineffective
Over-
Extended
Disengaged
Burnout
Engaged
36%
Ineffective
31%
Overextended
11%
Disengaged
15%
Burnout
7%
PROFILES
What Profile Is a Big Problem at
Your Organisation?1 ENGAGED
2 INEFFECTIVE
3 OVEREXTENDED
4 DISENGAGED
5 BURNED OUT
Negative Social Encounters
Inte
nsi
ty
Intention
Abuse
Incivility
Annoying
Bullying
+ Power
Connection with Mental Health
Supervisor Coworkers
Action
Individual
Discipline
Therapy
Training
Workgroup
Shared Insight
Practice New Behaviour
Put Into Practice
Social Dynamics: Complementarity
DominateAlign
Distance
Depart
Submit
Social Dynamics: Reciprocity
ReceivedInstigatedCivility r=.54
Incivility r=.40
Social Dynamics: Spirals
Received
Instigated
Escalated
Response
What Presents the Bigger
Challenge in Your Organisation?1 DIFFICULT INDIVIDUALS
2 DYSFUNCTIONAL WORKGROUPS
Social Encounters and Profiles
-0.60
-0.40
-0.20
0.00
0.20
0.40
0.60
0.80
Engaged Ineffective Overextended Disengaged Burned Out
Std
Diffe
ren
ce
fro
m M
ea
n
Sup Pos
CWK Pos
Self Pos
Sup Rude
CWK Rude
Self Rude
SCORE:
Strengthening a Culture of Respect
and EngagementSTRUCTURE AND PROCESS
Workgroup Focus
CREW SCOREUp
Outward
Down
1. Acknowledging Respect
5 Sessions
90 Minutes
2-4 Weeks Apart
SCORE Sessions
SCORE Process
Establishing Psychological Safety
Sharing Insight
Practicing New Behaviour
Intuitively
Inconsiderate
Rational Problem Solving
Intuitively
Considerate
Pilot Research: Western HealthMAKING A DIFFERENCE
Method
N
Participants Control SCORE
Before 68 48
After 44 39
Social Contact Scale (Leiter 2018)
Maslach Burnout Inventory GS
Exhaustion
Cynicism
Inefficacy
Mental Health Index—5
Western Health, Melbourne
Peoplescape Facilitators
Design: Waiting List Control
Improving the Positive
-0.60
-0.40
-0.20
0.00
0.20
0.40
0.60
Before After
Std
Diffe
ren
ce
fro
m A
ve
rag
e
Supervisor Civility
Control SCORE
-0.80
-0.60
-0.40
-0.20
0.00
0.20
0.40
0.60
Before After
Std
Diffe
ren
ce
fro
m A
ve
rag
e
Coworker Civility
Control SCORE
Reducing the Negative
-0.60
-0.40
-0.20
0.00
0.20
0.40
0.60
Before After
Std
Diffe
ren
ce
fro
m A
ve
rag
e
Supervisor Incivility
Control SCORE
-0.60
-0.40
-0.20
0.00
0.20
0.40
0.60
Before After
Std
Diffe
ren
ce
fro
m A
ve
rag
e
Coworker Incivility
Control SCORE
Reducing Bullying
-0.60
-0.40
-0.20
0.00
0.20
0.40
0.60
Before After
Std
Diffe
ren
ce
fro
m A
ve
rag
e
Supervisor Bullying
Control SCORE
-0.60
-0.40
-0.20
0.00
0.20
0.40
0.60
Before After
Std
Diffe
ren
ce
fro
m A
ve
rag
e
Coworker Bullying
Control SCORE
Improving Wellbeing
-0.80
-0.60
-0.40
-0.20
0.00
0.20
0.40
0.60
Before After
Std
Diffe
ren
ce
fro
m A
ve
rag
e
Mental Health Index
Control SCORE
-0.30
-0.20
-0.10
0.00
0.10
0.20
0.30
0.40
0.50
Before After
Std
Diffe
ren
ce
fro
m A
ve
rag
e
Cynicism
Control SCORE
SCORE Outcomes
Participating in SCORE
Sessions and Activities
•Role Plays
•Conversations
•Problem-Solving Sessions
•Putting into Practice
Immediate Impact
•Expressing Civility More Often
•Receiving Civility More Often
Downstream Impact
•Reduced Burnout
•Increased Engagement
•Fulfillment
Sustaining Gains
Monitoring
Count What Matters
Share Results
Take Action
Salience
Keep Civility on the Agenda
Policies
Respond to Breaches
Encourage the Positive
Conclusion
Civility Matters
Health and Wellbeing
Productivity
SCORE Targets Relationships
Incivility & Civility Occur Between People
Middle-Out Intervention
Start with the Workgroup
Radiate Upwards, Downwards, & Outwards
Shared Learning Shapes Workgroup Culture