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In October 2020, Dr. Adrienne Boissy, then the chief patient experience officer at Cleveland Clinic, faced a significant issue beyond the COVID-19 pandemic. Caregivers were reporting a rise in abusive behavior from patients and visitors, including mean comments, tirades, and even racist insults. Dr. Boissy, now the chief medical officer at Qualtrics, highlighted the unprecedented levels of incivility faced by frontline workers, making the situation even more concerning.
Christine Porath, a professor of management at Georgetown University, has spent over two decades studying workplace incivility. She found that incivility, defined as rudeness, disrespect, or insensitive behavior, has increased over time, especially for frontline workers in the healthcare, retail, and hospitality industries. Her recent survey of over 2,000 people globally revealed that incivility is widespread, even amid a pandemic where frontline workers were seen as essential and heroic.
Incivility negatively impacts not only those who experience it directly but also those who witness it, leading to broader societal and business consequences. Porath's research highlights that incivility can range from ignoring people to mocking and belittling them. These behaviors harm employee morale and productivity and can lead to more aggressive actions if unchecked.
A new survey designed by Porath in August 2020 showed that 76% of respondents experience incivility at least once a month, and 78% witness it at work regularly. The survey, which included insights from various consumer-facing industries, also found that 73% of respondents believe it's not unusual for customers to misbehave, and 78% think such behavior is more common than five years ago. These findings indicate a sharp rise in incivility compared to earlier years.
Several factors contribute to the rise in incivility, including stress, negative emotions, weakened social ties, and technology. Stress remains the top driver, exacerbated by the pandemic, economic pressures, and divisive politics. Negative emotions like anger have also increased, leading people to lash out. The erosion of community and workplace relationships further fuels incivility, as does the heavy use of technology, which can lead to disconnection and misunderstandings. Lack of self-awareness also plays a significant role, with many people unaware of how their behavior affects others.
When faced with incivility, individuals can take several steps to manage the situation effectively. First, it’s crucial to remain calm and not respond with similar rude behavior, which can escalate the situation. Taking a deep breath and pausing before responding can help maintain composure. Next, setting clear boundaries and communicating them assertively but respectfully can help address the behavior directly. It's also beneficial to seek support from colleagues or supervisors if the situation persists or escalates. Additionally, practicing self-care and stress management techniques, such as mindfulness or talking to a trusted friend, can help mitigate the emotional toll of experiencing incivility.
For more information on Incivility read Christine Porath’s article in the Harvard Business Review called Frontline Work When Everyone is Angry. November 2022.
This article was based off of Christine’s work and article.
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