workplace civility matters ©

Workplace Civility Matters ©

So What Can Managers Do About It?

An Overview By “Dr Tina”

Dr Martina Carroll-Garrison, ICF Certified Executive Leadership Coach

MCG Consulting Group, LLC www.MCGConsultingGroup.com 2015 ©

http://www.mcgconsultinggroup.com/

Naming And Quantifying The Beast

2

Among thousands of employees surveyed across various industries

and job levels

• 99% witnessed workplace incivility

• 96% reported firsthand experience

• 80% of employees wasted work effort worrying about the incident

• 78% reported reduced organizational dedication

• 63% wasted effort by avoiding the instigator

• 48% reduced work effort

• 47% decreased work attendance

• 38% purposely decreased work quality

• 12% changed jobs


Challenges In Todays Workplace…..

• Recognizing employee’s personal lives and work lives are no longer mutually exclusive; the work environment has become an extension of prevalent attitudes and behaviors found in the larger society.

• The dynamic nature of the early part of 21st century work environment also contributes to the avalanche of workplace incivility.

• Global competition, dwindling markets, corporate outsourcing, and rise of temporary and term employees have introduced a greater element of uncertainty into the modern workplace.

3MCG Consulting Group, LLC www.MCGConsultingGroup.com 2015 ©

Body Of Work Behind Dr Tina’s


Coaching And Training Strategy

• Doctoral Dissertation: An exploration of managers' awareness and reaction to workplace incivility: A grounded theory study by Carroll-Garrison, Martina M., D.M., UNIVERSITY OF PHOENIX, 2012,

• Workplace Incivility Is Bad For Business: What Managers Need To Know Toward Eradicating Incivility, Creating a Civil Workplace, and Improving the Bottom Line (Paperback) 2014

• How To Promote Civility In The Workplace ©: Civil Behavior at Work: What You Can Do to Stop Incivility and Reclaim Joy In The Workplace (Workplace Improvement) [Kindle Edition] 2014

• How To Stop The Bully At Your Workplace ©: Your Bully at Work: What To Do to Stop The Bully And Return to Workplace Joy (Workplace Behavior) [Kindle Edition] 2014

• Workplace Civility Matters© - So What Can Managers Do About It? Kindle Edition] Release expected May 2015


LinkedIn Articles By Dr Tina Supporting The


Coaching And Training Strategy

No Pig Wrestling At

Work

2015

The Power of

Acknowledgment

2015

A cautionary tale about

succumbing to bad

behavior in the

workplace

An insight to the power

of acknowledgment and

decency (civility) in the

workplace

Time For A New

Contract With The

Workplace Bully!

2014

Hey JERK! Are You A

Horrible Boss?

2014

A strategy to help

counteract deviant

workplace behaviors and

take back your power

A questionnaire to

assess whether you are

the JERK in your

workplace!


Typology Of Deviant Workplace Behavior(Robinson, S. L., & Bennett, R. J. (1995). A Typology Of Deviant Workplace Behaviors: A Multidimensional

Scaling Study. Academy Of Management Journal, 38(2), 555–572. Http://Dx.Doi.Org/10.2307/256693)

Two Centers Of Deviant Workplace Behavior

• Under ORGANIZATIONAL focus;

• (i) production deviance- such as leaving early, taking excessive breaks, intentionally working slow, and wasting resources

• (ii) property deviance- such as sabotaging equipment, accepting kickbacks, lying about hours worked, and stealing from organization

• Under INTERPERSONAL focus:

• (i) political deviance -such as favoritism, gossiping about co-workers, blaming coworkers, and competing non-beneficially; and

• (ii) personal aggression -such as sexual harassment, verbal abuse, stealing from co-workers, and endangering coworkers.


The Theoretical Framework For

Workplace Incivility

The framework - as a subset of organizational behavior –includes four key points:

• (a) the perspective of the target,

• (b) the potential for reciprocal counter-incivility,

• (c) escalation in response to perceived deviation from norms for mutual respect, and

• (d) the tipping point wherein workplace incivility evolves to other less ambiguous and more direct forms of deviant behaviors, such as violence.



Program Objectives

1. Provide an overview of civility and incivility in the workplace and in your worklife

2. Uncover the “how” and the “why” in which workplace participants, including leaders, managers, and line staff, contribute to workplace incivility

3. Understand the role of leadership – executives and managers – in creating and imbuing civility and positive cultural norms within your organization

4. Apply a variety of proven strategies and tactics to

• Mitigate existing workplace incivility, and

• Promote workplace civility throughout your organization

5. Understand how to recognize and measure increased civility in the workplace


Workplace Civility Matters ©Presentations & Workshops Are Designed For Adult

Learners

• Interactive

• Group Discussion

• Collaborative Learning

• Peer Learning

• Story Telling

• Case Studies

• Sharing Experiences


Adult Learning And Coaching Around

Workplace Civility

• The theoretical framework of incivility research includes the broad spectrum of counterproductive and deviant workplace behavior. Dr Tina’s Academic Research into leaders and managers’ awareness of and reaction to the phenomenon of workplace incivility fits within several research fields, including health care management, education administration, workplace culture, international cultures, workplace organizations, change management, transformation, cost management, and performance loss.

• As a Georgetown University trained, and International Coaching Federation Certified (ICF) Executive Coach, Dr. Tina’s coaching philosophy recognizes that gentle humor creates an optimal learning environment, builds a culture of trust, and maximizes the capacity of individuals for effective communication.

• Having earned a Doctorate in Management and Organizational Leadership, Dr Tina embraces the belief that, from a theoretical perspective, humor in learning (1) captures the attentional center of the brain, (2) plants information into the long-term memory, and (3) reduces learner stress.


11

• Rude behavior or language: rude or impolite behavior or language - Bing Dictionary

• An uncivil or discourteous act - Free Online Dictionary

• The quality or state of being uncivil - Free Merriam-Webster Dictionary

• The word "incivility" is derived from the Latin incivilis, meaning "not of a citizen“ - Wikipedia


Contemporary Definitions Of Incivility


Definition Of Workplace Incivility

• Workplace InCivility disregards another's’ basic humanity and our respective duty to care

• Workplace InCivility has three parts

• Being disrespectful,

• Being paltry,

• Being mistrustful,

• Workplace InCivility is a disrespectful, paltry, and mistrustful interaction with fellow workplace and worklife participants

• The instigator may intentionally or unintentionally obfuscate the nature of incivility, specifically with the intention to cause harm to the target

• Stated another way an uncivil person may act uncivilly out of ignorance or a lack of self awareness, or they may act uncivilly with a purposeful intent to harm the target.



Definition Of Workplace Civility

• Workplace Civility is the opposite of confrontational attitudes and deviant behaviors such as an projecting an intimidating manner, being quarrelsome, and being obstinate…..

• Workplace Civility has three parts

• Being respectful, even in the face of disagreement….

• Being generous, even where there is a cost to doing so ….

• Being trusting, even when there is a risk to being so ….

• Workplace Civility is a respectful, generous, and trusting interaction with fellow workplace and worklife participants


The Spectrum Of

Poor Workplace Behaviors

• Several of the key words associated with poor workplace behaviors include: abuse – aggression – bullying –communication – conflict, control – coping – crisis –destructive – emotional intelligence – exclusionary behavior – hostility – ethics – humiliation – incivility –injustice – interpersonal conflicts – justice – leader –leadership – management – mentoring – mobbing –morale – performance – social support – spreading rumors tolerance – trust.

• The spectrum of poor workplace behavior is broad, yet it is recognized along the continuum that leads to destruction of property, physical aggression, violence and even murder.


The Ambiguity Of Incivility

• There are several beneficially ambiguous characteristic of workplace incivility

• Which serve as a means for bullies and other hostile instigators to

perpetuate malfeasance, just below the radar of an organization’s

response mechanism.

• Typically, individual acts of incivility are not bad enough to invoke adverse

management actions

• However, the vagueness component of incivility, the inherent ambiguity,

is part of what makes the phenomenon so insidious.

• However, the actors in the drama of workplace incivility are never vague

• And every organization can easily name the protagonists - even if

there are no formal complaints made against them


Who Are The Players?

• Research shows that incivility spirals create a complex and negative effect upon employees, work units, and within the enterprise in which organizations operate.

• Employees subjected to workplace incivility (the target or the observer) are acutely affected on multiple emotional and physical levels. The preponderance of employees queried admitted to a reciprocal action against the organization, as opposed to the instigator, to balance out perceived injustice.

Hello – I’m an

INSTIGATOR

Hello –

I’m a

TARGET

Hello – I’m

an

OBSERVER


Impact Of Incivility

• Research indicates that 90% of those surveyed deemed incivility a serious workplace difficulty, which can spiral into violence and wear away at the organization’s ethical standards.

• Any incivility event can cascade, instigating secondary incivility spirals, which magnify the effect on the organization.

• Organizational performance, outcomes, and the bottom-line suffer

• Incivility is more than a personal issue, but a personnel issue, which unsettles the workplace and reduces target and observer efficacy.

• Workplace incivility may become the introductory step in workplace deviant behavior that compels the targets and instigator to more overt acts of hostility.


Incivility And Poor Behavior Has Many Faces

–However The Results Are Usually The Same!


Avoiding Workplace Incivility Does Not

Mean…..

• That the workplace and worklife relationships cannot entertain vigorous and healthy discourse and debate

• Rather Civil Discourse, Debate and Engagement can increase

• Critical Thinking

• Intellectual Curiosity

• Problem-solving

• Worklife Engagement

• Accountability

• Responsibility

• Performance Output

• Customer Satisfaction


A Preemptive Strike(Create Awareness Through Discussion)

Provide an overview of civility and incivility in the workplace and in your worklife

Explore the “how” and the “why” in which workplace participants contribute to workplace incivility

Explore the role of leadership in creating and imbuing civility and positive cultural norms

Introduce a variety of proven strategies and tactics to

Mitigate existing workplace incivility, and

Promote workplace civility throughout your organization

Explore how to recognize and measure increased civility in the workplace


Cultivating Civility

Within Your Organization

1. Weed out incivility through effective hiring

2. Leaders must take the lead in shaping employees attitude regarding incivility

3. Train team by endorsing civil behavior

4. Train team by exploring rude and disrespectful behavior

5. Train team to be cognizant of how employees’ personality traits affect both job performance, and perception of incivility

6. Train team in establishing awareness of destructive emotions in others, such as envy and jealousy

7. Train Managers to moderate their own behavior!


Leaders And Managers

• Leaders and Managers want to work in a civil workplace and seek out organizations that satisfy such professional aspirations

• however, leaders and managers do not always possess skills to improve organizational civility within a suboptimal organization.

• Leaders and Managers generally embrace the Golden Rule regarding treating others as they themselves would want to be treated;

• however, leaders and managers do not always possess the skills to direct or imbue the concept of the Golden Rule across the organization.


How Leaders And Managers Choose

To Act Civil – Successfully!

1. Reflect upon your own behavior regularly

2. Model civil behavior

3. Treat others as you would want to be treated

4. Applaud civil behavior in others

5. Rebuke uncivil behavior in others

6. Rebuke uncivil behavior in others civilly.


As Your


Facilitator….• Dr. Tina –offers a warm and engaging style of

coaching/facilitation. Her demeanor is specifically designed to be non-threatening and inclusive, however she creates the opportunity for each participant to engage in and be heard through the session (s).

• Inherent in her facilitation approach, is the explicit intention for each participants to have fun, be relaxed, and enjoy both the learning experience and the socializing aspect of the engagement, which significantly contributes to the desired learning outcome.


Contact Information….

• In addition to creating the Workplace Civility Matters © platform, Dr Martina Carroll-Garrison serves as an Executive Leadership Coach, Adjunct Leadership Faculty, Board Adviser, Strategic Planning & Organizational Consultant, Radio/TV Show Host of The Job Talk - where she helps individuals and organizations help themselves to solve workplace and worklife problems

• Visit her website at MCG Consulting Group, LLC at www.MCGConsultingGroup.com

• Visit The Job Talk platform at www.TheJobTalkRadioShow.com

• E-mail [email protected]


http://www.mcgconsultinggroup.com/

http://www.thejobtalkradioshow.com/

mailto:[email protected]

workplace civility matters ©

Leadership & Management