Civility in the Workplace
Kirsten W. Schwehm, PhD / Louisiana State University
What is Workplace Incivility?
Behaviors with ambiguous intent to harm
the target, in violation of workplace
norms for mutual respect.
Uncivil behaviors are characteristically
rude and discourteous, displaying a
lack of regard for others
Kirsten W. Schwehm, PhD / Louisiana State University
Why should
you care
about civility?
Kirsten W. Schwehm, PhD / Louisiana State University
The Incivility Continuum
Negative Behavior
•Rude comments
•Insensitive actions
•Unintentional slights
•Complaining
•Gossip/rumors
•Cultural bias
•Crude jokes
•Profanity
Verbal Aggression
•Yelling / loud voice
•Belittling comments
•Intimidation / threats
•Discriminatory
comments
•Cursing at someone
•Humiliation
Kirsten W. Schwehm, PhD / Louisiana State University
Physical/Sexual
Aggression
•Assault / Battery
•Throwing objects
•Violent outbursts
(e.g., hitting the wall)
•Inappropriate touching
•Harrassment
Why Choose to be Civil?
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One person can have a positive impact on
the work environment
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Improved Morale
Improved Productivity
Improved Teamwork
Being nice feels good
83% of workers report that it is “very
important” to work in a civil environment
(Baltimore Workplace Study, 2003)
Kirsten W. Schwehm, PhD / Louisiana State University
Contributors to Incivility
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Long hours / overwork
“Hot” temperament
Workplace stress
Inflexibility
Passive aggression
Hurt feelings
Intolerance of individual differences
Kirsten W. Schwehm, PhD / Louisiana State University
The Costs of Incivility
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Lost work time and productivity
Lost employees / high turnover
Decrease in feelings of teamwork
Work avoidance
Lowered job motivation
Health costs due to stress
Incivility to customers / clients
Kirsten W. Schwehm, PhD / Louisiana State University
Communicating Civility
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Remember pleasantries
No interrupting
Be open-minded
Say what you mean
Be aware of your tone and volume
Don’t argue for the sake of arguing / PICK
YOUR BATTLES
• Be respectful, even in disagreement
Kirsten W. Schwehm, PhD / Louisiana State University
Communicating Civility (cont.)
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Address conflicts in private when possible
Be aware of your own defensiveness
Depersonalize your comments
Avoid accusations / ask questions instead
Allow others to respond and give them your
attention
• Consider that you could be wrong
• Use active listening skills
Kirsten W. Schwehm, PhD / Louisiana State University
An Initiative Championed by the
Contra Costa County Superintendent of Schools
Dr. Joseph A. Ovick
The 25 Principles
of Considerate Conduct
1.
2.
3.
4.
5.
Pay Attention
Acknowledge Others
Think the Best
Listen
Be Inclusive
The 25 Principles
of Considerate Conduct
6.
7.
8.
9.
10.
Speak Kindly
Don’t Speak Ill
Accept and Give Praise
Respect Even a Subtle “NO”
Respect Others’ Opinions
The 25 Principles
of Considerate Conduct
11.
12.
13.
14.
15.
Mind Your Body
Be Agreeable
Keep It Down (and Rediscover Silence)
Respect Other People’s Time
Respect Other People’s Space
The 25 Principles
of Considerate Conduct
16.
17.
18.
19.
20.
Apologize Earnestly
Assert Yourself
Avoid Personal Questions
Care for Your Guests
Be a Considerate Guest
The 25 Principles
of Considerate Conduct
21.
22.
23.
24.
Think Twice Before Asking for Favors
Refrain from Idle Complaints
Accept and Give Constructive Criticism
Respect the Environment and Be Gentle to
Animals
25. Don’t Shift Responsibility and Blame
Top 10 Principles of Civility
Chosen by the 2012-2013 County Teachers of the Year
August/September
October
November
December
January
Pay Attention
Acknowledge Others
Listen
Speak Kindly
Accept and Give Praise
Top 10 Principles of Civility
Chosen by the 2012-2013 County Teachers of the Year
February
March
Respect Others’ Opinions
Be Inclusive
April
Respect Other People’s Time
May
June
Don’t Shift Responsibility and Blame
Apologize Earnestly
More information online at
www.cocoschools.org/civility
Helpful References
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Choosing Civility: The Twenty-Five Rules of
Considerate Conduct (2002) by P.M. Forni
Conflict Resolution (2001) by Daniel Dana
People Styles at Work (1996) by Robert Bolton &
Dorothy Grover Bolton
Resolving Conflicts at Work (2005) by Kenneth Cloke
& Joan Goldsmith
Rude Awakenings: Overcoming the Civility Crisis in
the Workplace (2002) by Giovinella Gonthier
Workplace Wars and How to End Them (1994) by
Kenneth Kaye