Recognizing that the divisions apparent in our society can flow into the workplace, the Society for Human Resource Management (SHRM) has launched an initiative to foster a culture of civility in our workplaces. SHRM estimates U.S. workers collectively encounter more than 171 million acts or instances of incivility per day—or an estimated 62.8 billion acts of instances of incivility this year. Around 24.7 billion of those will occur in the workplace, resulting in an estimated cost to employers of about $2 billion per day from lost productivity, decreased quality and turnover.
SHRM believes that engaging in civil dialogue can bridge divides and build understanding—not only to create stronger workplaces but also to promote the betterment of society.
What is civility?
Civility is behavior that shows respect toward another person and makes that person feel valued. Civility involves caring about people. It is more than just being polite. It is about disagreeing without conveying disrespect, listening past one’s preconceptions and working through differences to achieve mutually beneficial outcomes.
Why is civility important?
Civility is essential to a well-ordered society. No society can survive without adherence to mutually acceptable moral principles. Without civility, chaos prevails and retaliatory behavior dominates. Without civility at work, arguments and disagreements will prevail, relationships will deteriorate and collaboration will erode. When work environments are civil, employees are healthier, happier, less stressed and exhibit higher levels of performance.
Fostering civility at work can also prevent the escalation of disagreements and conflicts into more overt forms of workplace violence such as bullying, harassment, assault and even homicide.
How can organizations promote civility?
Establish a Workplace Civility policy. It doesn’t have to be long or fancy. Just state what’s expected of employees in terms of their behavior. The policy can also elaborate upon unacceptable conduct (e.g., showing disrespect, harassment, intimidation, bullying) and emphasize management’s responsibility to promote civil discourse.
Hire the right people. It is especially important to vet job applicants, within the limits of the law, for previous convictions involving crimes of violence, sex offenses, stalking, abuse, etc., using background checks, reference verifications and personal interviews. During the onboarding process, give new hires a copy of the Workplace Civility policy while emphasizing its importance to the organization.
Set a personal example. Nothing helps set the tone of an organization’s culture better than managers who display the types of behavior desired. While employers and executives set the tone for an organization, regardless of its type or size, each employee plays a role in promoting civility by exhibiting a caring attitude toward others in daily encounters.
Elevate the employee experience. When employees feel undervalued, stressed or unjustly dealt with, they are more likely to exhibit uncivil behaviors. To the extent possible, forestall these concerns by avoiding excessive workloads, implementing flexible scheduling, encouraging open and honest dialogue and providing for adequate work-life balance.
Provide training and development. Offer classes to managers and employees in areas such as communication skills, conflict management strategies and emotional intelligence. Training in emotional intelligence can help employees develop self-awareness, social awareness, self-management and relationship management skills
Reward the behavior you want to see. Include desired behaviors (e.g., “treats co-workers with dignity and respect”) as part of the performance appraisal process. Implement a monthly “Civility Award” and publicize the behaviors or interactions that led to the award.
Take action when misconduct occurs. When uncivil behaviors occur, immediate action is necessary. Remain calm and impartial, remind those involved of the Workplace Civility policy, guide discussion to identify the problem and help those involved reach a mutually agreeable outcome. If one party appears to have been the protagonist, provide additional counseling, training or disciplinary action, as necessary.
Building a culture of civility isn’t easy and won’t be accomplished overnight, but it is a goal worth pursuing. Civility creates a safe and compassionate environment where everyone can thrive.
