Civility in the Workplace
Daniel Buccino
JHBMC/JHUSOM
Johns Hopkins Institutions
October 2008
Copyright © 2008 DLBuccino
Defining Civility
• Civility is a form of benevolent
awareness.
 Respect
 Restraint
 Consideration
From PM Forni
CIVILITY
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Politeness
Respect
Affirmation
Morality
Connection
Accountability
Assertiveness
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The Golden Rule
Manners
Tolerance
Self-Restraint
Focus
Public Health
Quality of Life
Civility
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“The Good Life”: Relationships
Purposeful Poise
Relational Competence
Expedient and Polite: Good for Business
Altruism and Self-Interest: Good for You and
Good for Others
• The Inner “Designated Driver”
• Sprezzatura and Bushido
• One Step Beyond the Golden Rule
The Science of Civility
• “Tend and befriend” just as innate as “fight
or flight”
• Elicits oxytocin, the hormone of bonding
and caring
• Nurturing, not self-interest
• Connection, not selfishness or aggression
-Shelley Taylor, UCLA, The Tending Instinct
(2003)(evolutionary biology)
One Step Beyond
the Golden Rule!
• Think first of others’ comfort and
convenience.
• If not OK for others, don’t insist.
• “Presenteeism” is the new
“Absenteeism.”
• Restrain Yourself!
Civility = “Standard Precautions”
Civility and the Workplace
• Recruitment and retention difficult.
• Right skills and right personality traits not easy
to find and can be life and death.
• Work/life balance critical: Care for employees at
all levels so they can best provide patientcentered care.
• “It’s the little things that count”: For patients and
staff : Communication, care, acknowledgement,
courtesy, and service.
– Development Dimensions Int’l., HR Consulting
US News: Civility Survey
• 89% of people
interviewed said that it
was a serious problem in
today’s society.
• 90% of those same
people said they were not
personally rude.
• 50% say it is extremely
serious.
• 78% said civility has
deteriorated considerably
over the past ten years.
• 90% of those polled
believe it contributes to
the increasing violence in
this country.
• 85% believe it divides the
national community.
• 85% believe it contributes
to eroding crucial values
such as respecting
others.
The Costs of Workplace Incivility:
The Perception of a Decline
Public Agenda Study, April 2002
Pew Charitable Trust Funding
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79% say lack of courtesy and respect a
serious national problem
61% say worsening trend in
recent years
The Costs of Workplace Incivility:
The Perception of a Decline
Baltimore Workplace Civility Study 2003
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83% very important to work in a civil
environment
70% contemplated changing jobs
25% said workplace less civil in the last 12
months
37% decreased effort at work
13% used health care / employee
assistance benefits
From JHU/UB-JFI
Effects of Workplace Incivility
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Lowered morale of employees
Reduced workplace citizenship behaviors
(littering, carelessness with handling
equipment and facilities, not taking care of
others, etc.)
Reduced team effectiveness
Being uncivil to customers, clients, or
others outside the immediate organization,
office, or facility
http://www.citehr.com/PM Forni
The Terrible 10
• 10. Using cell-phones in midconversation or in a meeting (or the
bathroom!).
• 9. Smoking in non-smoking areas, or
near non-smokers without permission.
• 8. Misuse of handicapped privileges.
• 7. Littering (trash, spitting, pet waste).
• 6. Aggressive or bullying children
JHU/UB JFI Baltimore Incivility Survey, 2007
The Terrible 10
5. Jokes or remarks that mock race, age,
gender, disability, sexual preference, religion.
4. Treating service providers as inferiors.
3. Taking credit for someone else’s work.
2. Road Rage: Dangerous, reckless,
aggressive driving.
1. Discrimination in the Workplace.
JHU/UB JFI Baltimore Incivility Survey, 2007
Dealing with Difficult
Co-Workers
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People are difficult because they either have
too high or too low an opinion of
themselves.
Suggest you need the person’s help to solve
the problem.
Try to build the confidence of the difficult
person.
Choose your battles.
Talk to a supervisor or Human Resources if the
problem persists.
What to Do
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Listen.
Don’t react.
Focus on facts not feelings.
Supervise the work not the person.
“Maybe you’re right.”
Don’t take it personally.
Avoid uncomfortable situations.
Civility policies?
Dealing with Incivility and
Rudeness
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Join/Empathize/Turn to Business
-Don’t Take it Personally
-We Can Only Change Ourselves
-Don’t Act Like Them
-Take a Time-Out
Own the Change
“If you don’t like the way things are, and to
improve the situation, you have to take the
leap and realize that you have to behave
yourself with a bit of restraint (and require
your children to do so).
Everyone cherishes the illusion that you
can somehow force someone else and not
do it yourself-which would be lovely-but
you can’t.” -Miss Manners
Diversity in the Workplace
DIVERSITY IS A PROCESS -- NOT AN
EVENT
• Diversity is not the same as Affirmative
Action
• Diversity includes Everyone
• Commitment to diversity means a
commitment to all employees
Benefits of Diversity
1. Increased awareness will bring greater respect
and consideration for all employees.
2. Morale will increase when everyone feels
acknowledged, respected, and valued.
3. Employees will feel they truly have equal
opportunities for advancement based on
competency and experience.
4. Productivity will increase, better results & service
will increase sales opportunities; increased
revenues will bring more resources and benefits
for all employees.
Thank You!
Questions, comments, concerns?
Dan Buccino
410.550.0105
DBuccino@jhmi.edu