Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics.
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- Increase Customer Satisfaction by 20 – 33%
- Increase Revenues by 50% in 18 months
- Increase Manufacturing Production by 200% in 18 months
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Our information exchange this week highlights the recent article in Harvard Business Review, “The Price of Incivility” by Christine Porath and Christine Pearson.
The Price of Incivility
Rudeness at work is rampant and it is on the rise. The authors believe this chips away at the bottom line because nearly everybody who experiences workplace incivility responds in a negative way.
Employees are less creative when they are disrespected and in many cases may get fed up and leave.
According to the article about half decrease their effort or lower the quality of their work. Incivility also damages customer relationships. The research by the two authors shows that people are less likely to buy from a company with an employee they perceive as rude, whether the rudeness is directed at the customer or another employee.
After collecting data from more than 14,000 people in the United States and Canada, the conclusion is incivility is expensive and few organizations recognize or take actions to curtail it.
A poll of 800 managers and employees in 700 industries showed with incivility. Below are some statistics on the cost of incivility:
- 48% intentionally decreased their work effort
- 47% intentionally decreased their time spent at work
- 38% intentionally decreased the quality of their work
- 80% lost work time worrying about the incident
- 63% lost work time avoiding the offender
- 66% said their performance declined
- 78% said their commitment to the organization declined
- 12% said they left their job because of the uncivil treatment
- 25% admitted to taking their frustrations out on customers
It takes a lot of vigilance to keep the workplace civil. Managers can use several strategies to keep their own behavior in check and to foster civility among others.
Below are some of the strategies:
1. Manage Yourself
2. Model Good Behavior
3. Ask for Feedback on your Behavior
4. Hire for Civility
5. Create Group Norms
6. Reward Good Behavior
7. Conduct Post Departure Interviews
The message is very clear. Just one habitual offensive employee can cost the organization in lost employees, lost customers and lost productivity.
To foster civility in your organization and reduce the impact of incivility, contact Loyalty Factor for aide in improving your organizational relationships!