The Importance of Civility in the Workplace by Priti Ramjee, eHow Contributor

If going to work gives you an ache in your gut, you could be working in a toxic environment that

is caused by untreated, uncivil behaviour. A workplace in which employees are demonstrating

anger, emotional frustration and intolerance to individual differences is uncivil. Employees

might not know appropriate behaviour for the workplace and might be relieved when supervisors

educate workers on the importance of civility and the effect of controlling actions and words.

After all, a healthy workplace means a healthy bottom line.

Effect of Civility on Morale

Heavy workload, long hours and incessant deadlines create stress and frustration in the work

environment. If tempers have a tendency to flare, it could result in low workplace morale. The

uncivil workplace could escalate to illnesses, anxiety and depression for an employee and

absenteeism for the company. The situation could worsen as staff members start looking for

work elsewhere because of poor morale. Civility in the workplace is important for employees to

work in a nontoxic environment that has a positive effect on morale.

Civility and Productivity

Bad manners, disrespect and isolating behaviour patterns are the building blocks of an uncivil

environment and cause possibly irreparable damage to the business. For this reason, it takes more

than managing operations to keep a business profitable. Focusing on civility in the workplace is

just as important as operations, or the business could find itself with loss of productivity as

employees focus on coping with workplace issues instead. Focusing on communication and

addressing misunderstandings and conflicts are important to avoid unproductive workplace

distractions.

Civility and Returning Customers

Some personalities excel at customer service and have a knack for using the right etiquette to

make customers feel warm and welcome. Impressing a customer with the etiquette of courtesy

and helpfulness has a stronger impact than a store's discounts, according to research conducted

by the consulting firm PublicVirtues.com. Workplaces that enforce and embrace civility through

their etiquette are likely to see returning customers.

Tips for Civility in the Workplace

Civility is important for workplace morale and productivity. To be in an emotionally draining

environment for at least seven hours a day takes a toll on an employee. As a supervisor becomes

aware of the effect it is having on the workplace, she can implement measures for a healthier

work environment. Employees must understand to attack problems, not people. "Why are you

late?" is more appropriate than, "You are lazy today." Every employee has his own strengths and

his own perspectives, which deserve attention. A positive attitude is contagious.

Ten Tips for Creating Respect and Civility in Your Workplace

Author: Barbara Richman, Organization: HR Mpact

If each employee develops an awareness of respectful behaviours and necessary skills, it is

anticipated that employees will serve as role models and that these behaviours will spread in the

workplace and beyond.  The following are ten tips to assist you in accomplishing this objective:

Before acting, consider the impact of your words and actions on others.

Create an inclusive work environment.  Only by recognizing and respecting individual

differences and qualities can your organization fully realize it’s potential.

Self-monitor the respect that you display in all areas of your communications, including

verbal, body language, and listening.

Understand your triggers: Knowing what makes you angry and frustrated enables you to

manage your reactions and respond in a more appropriate manner.

Take responsibility for your actions and practice self-restraint and anger management

skills in responding to potential conflicts.

Adopt a positive and solution-driven approach in resolving conflicts.

Rely on facts rather than assumptions.  Gather relevant facts, especially before acting

on assumptions that can damage relationships.

Include others in your focus by considering their needs and avoiding the perception that

you view yourself as the centre of the universe.

View today’s difficult situations from a broader (big picture) and more realistic

perspective by considering what they mean in the overall scheme of things.

"Each one influence one by becoming a bridge builder and role model for civility and

respect. Act in a manner whereby you respect yourself, demonstrate respect for others,

and take advantage of every opportunity to be proactive in promoting civility and respect

in your workplace.

Reference

Greenberg, Jerald, 2010, "Insidious Workplace Behaviour"

http://www.ehow.com/print/info_8240379_importance-civility-workplace.html

What Causes Incivility in the Workplace?

By Kate McFarlin, Demand Media

Incivility in the workplace is a common issue for many companies and small businesses.

According to a study published in the "Journal of Occupational Health Psychology" in 2001, 71

percent of employees have reported incivility issues in the workplace. There are many causes for

rudeness and incivility within the workplace. Highlighting these causes can help managers and

company owners take steps to stop workplace incivility and encourage a congenial atmosphere.

Mismatched Team Members

Team members need to matched by several factors. First, their ability to do the tasks assigned to

them and second, their personalities and work drives should match other members of their team.

When you have a mismatch of personalities, or if there are team members who are simply

incompetent, you have a breeding ground for incivility. Take the time to match team members

correctly to avoid these issues and monitor teams for signs of stress and potential issues before

they get out of hand.

Low Employee Morale

Low employee morale is a large cause for incivility in the workplace. If employees are

dissatisfied with their jobs or feel that their work is going unappreciated, they are more likely to

exhibit signs of stress and hostility towards others, particularly if those employees are being

recognized. Maintain an attitude of fairness in the workplace and recognize employees

individually and equally. Keep an eye on low morale and do what you can to improve it.

Workplace Stress

Stress in the workplace is another large contributor to incivility. Looming deadlines, project

failures, long work days or long stretches without time off can wear on an employee and as a

result, they may display rude behaviour both to their fellow workers as well as customers. Some

stress cannot be avoided and is naturally a part of a job. However, workers can be educated on

stress management and managers can offer help to keep stress levels at a manageable level.

Bad Employees

At the other end of the spectrum there are people who are simply rude. They may not have

learned coping skills as young adults, and they may have issues with getting along with others.

Bad behaviour and incivility can spread faster than a cold in an office if left unchecked and even

normally polite employees may find themselves snapping at others. In this case, it is best to

monitor for signs of one employee causing problems with others and pull them aside to meet

about the issue. If their behaviour persists after the meeting or if they seem incapable of

changing, you may need to think about having them seek employment elsewhere.

Reference:

McFarlin, kate. (n.d). What Causes Incivility in the Workplace? Retrieved from

http://smallbusiness.chron.com/causes-incivility-workplace-10700.html

Pointers

Team members need to match by several factors. First, their ability to do the tasks

assigned to them and second, their personalities and work drives should match other

members of their team. 

Maintain an attitude of fairness in the workplace and recognize employees individually

and equally.

Stress in the workplace is another large contributor to incivility.

At the other end of the spectrum there are people who are simply rude. They may not

have learned coping skills as young adults, and they may have issues with getting along

with others.

P.M. Forni: Why civility is necessary for society's survival

Published: 23 July 2010 05:49 AM

Updated: 18 January 2011 08:10 PM

In today's America, incivility is on prominent display: in the schools, where bullying is

pervasive; in the workplace, where an increasing number are more stressed out by co-workers

than their jobs; on the roads, where road rage maims and kills; in politics, where strident

intolerance takes the place of earnest dialogue; and on the Web, where many check their

inhibitions at the digital door.

In the last 10 years, the coarsening of life in the U.S. has become a high-profile concern, in part

because of the misbehaviour of high-profile people. In opinion surveys, Americans say incivility

is a national problem - one that has been getting worse. And the concern goes beyond simple

rude words and acts; incivility is known to escalate to physical violence, a fact of life confirmed

by the daily news.

Of course, not everyone has joined the chorus lamenting the decline of civility. Dissenting voices

point out that conflict is the life of democracy, that an excessive concern for the niceties of

language and demeanour can stifle political debate. And they worry that many pro-civility

measures adopted in the last 20 years by colleges and other organizations run afoul of the First

Amendment.

As the national conversation on civility gains momentum, the time has come to take a closer look

at what civility is, why it matters and whether it deserves all the attention it is generating. Are we

making too much of too little? After all, one of the dissenting voices could say, although life may

be littered with the nuisance of little incivilities, the world does go on. The problem, however, is

that the incivilities we confront every day are many - and some of them are not so little.

But let us begin at the beginning. From where did we first get "civility"? "Civitas" is a juridical

and political construct that Greco-Roman antiquity bequeathed to Western civilization. In Latin,

it meant "city," in the sense of city-state, the body politic, the commonwealth. Consequently,

"civilities" - which became "civility" in English - was the conduct becoming citizens in good

standing, willing to give of themselves for the good of the city.

Building on the notion of "civilities," here is a possible definition of civility for our times: The

civil person is someone who cares for his or her community and who looks at others with a

benevolent disposition rooted in the belief that their claim to wellbeing and happiness is as valid

as his or her own. More Americans are discerning with increasing clarity the connections

between civility and ethics, civility and health, and civility and quality of life. In fact a consensus

is developing around the notion that a vigorous civility is necessary for the survival of society as

we know it.

Civility and ethics: What gives true civility depth and importance is, first of all, its connection

with ethics. Just look at the Principle of Respect for Persons, a cornerstone of all ethical systems

known to history. It states that we are to treat others as ends in themselves rather than as means

for the furthering of our personal advantage. In other words, our behaviour must be informed by

empathy.

For example, say your spouse loses a big argument with you; you may be tempted to use your

victory to manipulate him into making concessions he would never make otherwise. But you

know the honourable thing to do is to spend a few conciliatory words to help him save face. This

is civility.

Civility is not trivial, because it allows us to be ethical agents in the most common of situations.

To put it more simply, civility does the everyday busy work of goodness.

Civility, health and quality of life: Imagine a supervisor harshly scolding a worker in the

presence of colleagues - and then the scolded worker retaliating by making the supervisor look

bad in front of the boss at the first opportunity. This kind of uncivil behavior happens all the

time. It is disruptive and stress-inducing - and can affect the health of employees and businesses.

Studies have shown that protracted exposure to stress caused by living in an uncivil environment

increases the chances of contracting cardiovascular disease, for example. And the American

Psychological Association has estimated that workplace stress (considering absenteeism, loss of

productivity, medical expenses and turnover) costs U.S. businesses about $300 billion a year.

On the other hand, when we engage in a civil and pleasant exchange with a friend, for instance,

our bodies release neurochemicals such as oxytocin and serotonin that lower our stress levels,

make us feel better and strengthen both our immune system and our bonds with that friend. The

bottom line: The harmonious relationships that civility helps foster have a positive impact on our

overall well-being.

Civility and the survival of society as we know it: History is rife with examples of deep thinkers

who understood the critical role civility plays in a well-ordered society.

The framers of the U.S. Constitution assumed that their fellow citizens' pursuit of personal

interest would be bound by self-regulation based on religious belief and ethical principles. John

Adams saw with particular clarity that without allegiance to those principles, no government

could survive.

"We have no government capable of contending with human passions unbridled by morality and

religion," he wrote in 1798. "Avarice, ambition, revenge or gallantry, would break the strongest

cords of our constitution as a whale goes through a net. Our constitution was made only for a

moral and religious people. It is wholly inadequate to the government of any other."

In Britain, judge and mathematician John Fletcher Moulton observed that between the realm of

the things we do with unrestricted freedom and those we do because they are prescribed by the

law, there exists a middle ground, the domain of Obedience to the Unenforceable. Here our

actions are influenced by our sense of what is the proper, responsible and decent thing to do.

They fall, that is, under the rule of an unofficial code of duty to goodness. Coaching a Little

League team is an example. Participating in a neighborhood watch program is another.

Civility and good manners belong to the realm of the unenforceable. For Lord Moulton, "the real

greatness of a nation, its true civilization, is measured by the extent of this land of obedience to

the unenforceable." The more a society relies on self-regulation - the more civil it is - the less

need it has to legislate and the less it will be plagued by coercion, conflict and litigation.

What Adams and Moulton recognized is that for any society to survive and thrive, the total

amount of goodness circulating at any given time needs to remain above a certain level. We are

the world's trustees - not just of the air we breathe and the water we drink, but of one another's

quality of life, contentment and happiness.

Civility is the shape that care takes.

Humans are the most social of all earth's creatures. We constantly connect and relate. If life is a

relational experience, then its quality is, to a considerable extent, measured against the quality of

our relationships.

Receiving a good training in civility allows us to acquire an effective code of conduct for these

relationships that will serve us well throughout life. Thanks to these skills, we behave in ways

that make others want to keep us around them. We thus find ourselves embedded in circles of

connection and care, such as family and friends. Through the bonds we forge, we stave off

isolation, which - as studies conducted by researchers such as J.K. Kiecolt-Glaser and J.T.

Cacioppo - is a predictor of early onset illness and early death. Yes, at the cost of sounding

guruish, civility can be a matter of life and death.

And the nation is catching on. As the conversation about civility has grown louder over the last

decade, groups have taken notice. Many communities, schools, agencies and corporations have

launched pro-civility initiatives.

In Duluth, Minn., the "Speak Your Peace" campaign was conceived to bring civility to public

discourse so that more citizens would consider civic engagement. At NASA's Goddard Space

Flight Center in Maryland, workers have regular meetings to foster talks on civility and diversity.

Cedars-Sinai in Los Angeles, Johns Hopkins in Baltimore and George Washington in

Washington, D.C., are among the many hospitals that have opened an in-house conversation on

the impact of medical workers' disruptive behaviour on therapeutic outcomes. The initiatives are

in the hundreds, if not thousands, and few existed even 10 years ago.

It's safe to say that the first decade of the millennium was when America rediscovered why

civility matters. It will take the second decade to figure out what we do with that knowledge.

REFERENCE:

Forni, P.M. (2011, January 18). Why civility is necessary for society's survival. Retrieved from

http://www.dallasnews.com/opinion/sunday-commentary/20100723-p.m.-forni-why-civility-is-

necessary-for-society_s-survival.ece

Pointers

The civil person is someone who cares for his or her community and who looks at others

with a benevolent disposition rooted in the belief that their claim to wellbeing and

happiness is as valid as his or her own.

We are to treat others as ends in themselves rather than as means for the furthering of our

personal advantage. In other words, our behaviour must be informed by empathy.

The harmonious relationships that civility helps foster have a positive impact on our

overall well-being.

Why Is Respect Important in a Diverse Workplace?

By Ruth Mayhew, Demand Media

When the phrase "workplace diversity" became popular, around the time Title VII of the Civil

Rights Act was signed into law, diversity typically meant differences based on race, gender,

colour, national origin and religion. As the definition of diversity expanded, the concept of

workplace diversity also expanded. Consequently, the importance of respect in a diverse

workplace became an issue with which more and more employers were concerned.

Meaning of Workplace Diversity

Workplace diversity is no longer confined to distinguishable physical characteristics or

attributes. Diversity includes generational differences and variances in work styles, differences

between one employee's philosophy about work compared to the philosophy and values of

another employee.

To achieve a positive and collaborative workforce, employers should begin with training that

promotes mutual respect and alignment of professional goals, in spite of personal differences.

For example, an employee whose identity is defined by his position and status has a different

perspective on the meaning of work than an employee who views his job as a way to sustain his

lifestyle. However, they may have identical points of view concerning a commitment to

performing quality work, which makes mutual respect all that more important. The distance

between their philosophical views on work does not affect the manner in which they perform

their jobs.

Mutual Respect

Recognizing workers' talents and contributions regardless of diverse cultural or physical

characteristics is just one component of mutual respect. In the workplace, there is one common

goal: profitability. Employee diversity is a non-factor in assessing employee capabilities where

the quality of work is an issue. Mutual respect in the workplace is based, in large part, on respect

for colleagues' abilities and skills -- how well their expertise matches their job assignments.

Mutual respect acknowledges talent, not race, colour, gender or culture.

Respect Breeds Profitability

Respect for co-workers and their respective roles in the workplace encourage a collegial work

atmosphere. It also fosters collaboration, synergy and cooperation, which are essential

ingredients for creating a workforce that values productivity, performance and the quality of its

products or services. Assume a law firm's client is primarily served by attorneys whose specialty

is business litigation. When the client requires legal counsel in a matter involving labour law, his

litigation attorney can recommend the services of a labour lawyer within the same firm. The

confidence with which the lawyer recommends his colleagues' services demonstrates respect.

Knowledge Transfer

Employees who respect their co-workers are likely to also respect their colleagues' level of

expertise and breadth of knowledge. The effectiveness of workplace training, whether through

formal processes such as classroom instruction or informal methods such as mentor-mentee

relationships, depends on respect for the trainer's or mentor's expertise.

Workplace Conflict

Without respect among employees in a diverse workforce, the incidence of workplace conflict

may increase. Employees who have little or no respect for others engage in behaviour that

illustrates lack of respect for the person as well as the value of others' contributions to the

organization. Workplace conflict has a negative impact on productivity, employee morale and

overall job satisfaction, which ultimately affects the company's bottom line.

REFERENCE:

Mayhew, Ruth. , Why Is Respect Important in a Diverse Workplace? Retrieved from

http://smallbusiness.chron.com/respect-important-diverse-workplace-11475.html

Pointers

Workplace diversity is no longer confined to distinguishable physical characteristics or

attributes. Diversity includes generational differences and variances in work styles,

differences between one employee's philosophy about work compared to the philosophy

and values of another employee.

To achieve a positive and collaborative workforce, employers should begin with training

that promotes mutual respect and alignment of professional goals, in spite of personal

differences.

Mutual respect in the workplace is based, in large part, on respect for colleagues' abilities

and skills -- how well their expertise matches their job assignments. Mutual respect

acknowledges talent, not race, colour, gender or culture.

Respect for co-workers and their respective roles in the workplace encourage a collegial

work atmosphere.

It also fosters collaboration, synergy and cooperation, which are essential ingredients for

creating a workforce that values productivity, performance and the quality of its products

or services.

Employees who respect their co-workers are likely to also respect their colleagues' level

of expertise and breadth of knowledge.

Without respect among employees in a diverse workforce, the incidence of workplace

conflict may increase.

Social Competencies: Valuing Diversity by Susan J. Barkman and Hannah L. Speaker

 

Introduction 

 

Diversity is defined in the dictionary as "the condition of being different." A crucial mistake

many people make is to equate diversity with "race" and "culture". They think diversity is about

"what Hispanics are like" or "what Europeans are like". This approach is inherently flawed

because it reinforces stereotypes and promotes an "us versus them" mentality. Diversity extends

far beyond race and culture to include a number of dimensions of differences. Loden and

Rosener (1991) describe two major dimensions of diversity: primary and secondary. Primary

dimensions are things that we cannot change. They include age, race, ethnicity, gender, physical

qualities and sexual orientation. Secondary dimensions include topics such as income, education,

religious beliefs, military experience, geographic location, parental status and marital status.

People are usually less sensitive about the secondary dimensions, because they are elements

which we have some power to change. This model vividly demonstrates that we are all similar

and different on an infinite number of dimensions. By positioning diversity as something that

applies to everyone, it becomes something that everyone can care about and support. Rasmussen

(1996).

Throughout history, America has been referred to as a "melting pot", "salad bowl" and a

"kaleidoscope." The melting pot metaphor emerged from the idea that customs and traditions of

people of different races and ethnicities would blend and lose their own distinctions after close

contact over time, just like ingredients mix in a pot. Later the salad bowl metaphor was used to

describe this blending of ethnic characteristics much like salad ingredients tossed in a bowl.

Salad ingredients do not change even when they are mixed together. Although popular, this

metaphor fails to acknowledge the tendency for cultural patterns to change through cultural

encounters. Currently the kaleidoscope metaphor seems to more accurately reflect what is

happening in a diverse society. When a kaleidoscope is in motion, new possibilities emerge at

every turn, just like the interaction between cultural groups. This metaphor acknowledges that

cultures keep changing through their interaction and yet maintain their basic characteristics.

REFERENCE:

Barkman, S. J, & Hanna L. Valuing Diversity. Retrieved from

http://ag.arizona.edu/sfcs/cyfernet/nowg/sc_valdiv.html

Pointers

Diversity is defined in the dictionary as "the condition of being different." A crucial

mistake many people make is to equate diversity with "race" and "culture".

Valuing diversity recognizes differences between people and acknowledges that these

differences are a valued asset.

Multicultural education is an important component of valuing diversity.

Just as infants are not born with prejudices, no one is born automatically knowing the

best way to communicate with people. We must learn to talk, read and communicate in

other ways by observing the people around us, who teach through their examples and

instruction. Incorporating the valuing of diversity as a central theme in education

programs is important.

Creating Workplace Civility: Why Courtesy is Critical for Businesses

Creating a culture of civility and respect among employees is critical for a business to be

successful, according to one workplace behaviour expert.

Deborah Renner, director of international protocol and corporate etiquette for Tero International,

said one simple act of rudeness can have a wide range of negative impacts in the workplace —

reaching far beyond the employees involved, costing a business time and money.

“It can be very damaging,” Rinner told Business News Daily. “It affects the bottom line, and can

actually force people to change jobs.”

Rinner cites statistics from the book "The Cost of Bad Behaviour: How Incivility Is Damaging

Your Business and What to Do about It" (Portfolio, 2009) by Christine Pearson and Christine

Porath, on how a single incident of incivility in the workplace can result in:

48 percent of affected employees intentionally decreasing their work effort.

47 percent intentionally decreasing their time at work.

80 percent losing work time worrying about the incident.

63 percent losing productivity avoiding the offender.

The research also showed that 78 percent of affected employees were less committed to their

organization after the incident, and 12 percent actually go so far as to change jobs.

It’s often small incidents — like complaining about someone to everyone else without telling the

person directly, or being short in conversation or rude in an email — that can do the most

damage and quickly spread throughout a business like a virus, Rinner said.

“There needs to be a consciousness of how we are affecting other people and our environment,”

she said.  “Communication is at the root of it.”

Because they have fewer employees, Rinner said smaller businesses often can be affected more

drastically by incivility than a large corporation, where employees can be moved around to

different as a way of avoiding conflicts.

“In a small business, that is not an option, so those interactions are even more important,” Rinner

said.

It is up to the employer to clearly define what behaviours will and won’t be tolerated, and to

educate employees on how to communicate with others to avoid creating negative patterns, she

said.

“We need to be able to openly communicate things, as opposed to keeping it inside or being

passive-aggressive,” Rinner said.

Other tips for employers that are offered in Pearson and Porath’s book, Rinner said, include

listening to and understanding co-workers’ perspectives without interrupting, communicating

critical feedback with consideration, assuming everyone has the best motives and by maintain

objectivity during conflict.

REFERENCE:

Brooks, Chad. (2011, May 18). Creating Workplace Civility: Why Courtesy is Critical for

Businesses. Retrieved from http://www.businessnewsdaily.com/987-creating-workplace-civility-

why-courtesy-is-critical-for-businesses.html

Pointers

Creating a culture of civility and respect among employees is critical for a business to be

successful.

One simple act of rudeness can have a wide range of negative impacts in the workplace

— reaching far beyond the employees involved, costing a business time and money.

Smaller businesses often can be affected more drastically by incivility than a large

corporation, where employees can be moved around to different departments as a way of

avoiding conflicts. “In a small business, that is not an option, so those interactions are

even more important”.

It is up to the employer to clearly define what behaviours will and won’t be tolerated, and

to educate employees on how to communicate with others to avoid creating negative

patterns.

We must listen to and understanding co-workers’ perspectives without interrupting,

communicating critical feedback with consideration, assuming everyone has the best

motives and by maintain objectivity during conflict.

Civility: It’s the glue that holds society together

CHRIS HANNAY

The Globe and Mail

Published Friday, Jul. 12 2013

There is more to civility than simply saying hi to your neighbour or declining to discuss religion

at a dinner party. In the grand scheme of things, McGill University scholar John A. Hall

explains, civility is the glue that holds society together.

What is civility on a grand scale?

Civility is that moment when two groups who have been fighting for a very long time reach a

stalemate, so they decide to agree to stop trying to kill each other and live with each other. To

allow a certain measurement of disagreement, more than anything, it’s the idea of toleration.

What role can government play?

It’s totally important for government to behave in a civil way. If the state is very harsh to a

society, it breeds a reaction. And it was very noticeable in Turkey, and the sudden move on the

part of [Prime Minister Recep Tayyip] Erdogan to water-cannon and tear-gas protesters produced

a very, very strong reaction.

Talking is crucial because, if you talk, you make people more reasonable. Civility on the part of

government is absolutely vital. It’s always dangerous if states think they can ignore the people

because, if ignored, the people could turn against [the state] in a striking way.

How does a government encourage civility?

Normal politics. Not excluding people. Civil rights. Listening to people. Rule of law. Those

things make a society work more easily than trying to be very tough and harsh, which produces

harsh reactions. The rule is that, if you’re authoritarian and people can’t talk to you, you’ll get a

reaction from a group that is also tough and vicious. Viciousness breeds viciousness. Decent

behaviour breeds decent behaviour.

Is civility, then, at the heart of democracy?

Not necessarily. Democracy, in theory, could be the rule of 50 plus one. In those circumstances,

50 plus one could be very vicious to the 49 per cent. And that 49 per cent could start fighting

back in a serious way. An example of this is, say, Northern Ireland. Protestants in control were

very harsh. They controlled the state; they controlled the police force, so eventually this bred a

reaction that was very tough indeed. They had 20-odd years of killing and mayhem and horror.

At the end of it all, a perfect example of my thesis: Neither side could really win. They moved

toward a stalemate, where they decided to live with each other. At that moment, it felt like a

sour-grapes sort of deal, but what happens in that political situation is that sour grapes become

something people hopefully like and prefer.

Why is civility so fragile?

It rests upon toleration. Every now and again, you get groups who think that they can order a

world that is clearer and better. That is threatened by rising inequality, I think. An element of

civil society is the possibility to participate in society and, inside Anglo-Saxon societies, rising

inequality is stunning.

Why is rising income inequality a threat to civility?

Because it’s horrible; you’re left out. [Philosopher and economist] Adam Smith was an important

precursor of the idea of civility. He was always very firmly in favour of the view that the success

of capitalist societies depends on the ability to barter and exchange – to be in society, to

participate. The richness of society depends on high measures of human capital.

I think the Occupy Movement is longing to find a way to reduce inequality. I don’t think it’s

been very successful, but the desire to produce a more egalitarian capitalist world seems to me to

be admirable.

This inherently makes society more civil?

When people talk about civil society, they also imagine a movement from below is going to be a

good thing, and will increase the value, strength and depth of the civil society. That’s not the

case. There are movements from below sometimes that are deeply uncivil in their aims and

practices. Civility is something that is more complicated, more sophisticated, and more fragile.

It’s not perfect, in the sense that it doesn’t have a single moral code that everyone is going to

obey. It regards life as slightly ridiculous. It doesn’t warm your blood. But it’s the best we’ve

got.

REFERENCE:

Hannay, Chris. (2013, July 15). Civility: It’s the glue that holds society together.

Retrieved from http://www.theglobeandmail.com/news/world/civility-its-the-glue-that-holds-

society-together/article13205990/

Pointers

Civility is the glue that holds society together. Civility goes well beyond good manners; it

can save lives.

Civility is that moment when two groups who have been fighting for a very long time

reach a stalemate, so they decide to agree to stop trying to kill each other and live with

each other. To allow a certain measurement of disagreement. More than anything, it’s the

idea of toleration.

Talking is crucial because, if you talk, you make people more reasonable.

Civility on the part of government is absolutely vital. It’s always dangerous if states think

they can ignore the people because, if ignored, the people could turn against [the state] in

a striking way.

Normal politics. Not excluding people. Civil rights. Listening to people. Rule of law.

Those things make a society work more easily than trying to be very tough and harsh,

which produces harsh reactions. The rule is that, if you’re authoritarian and people can’t

talk to you, you’ll get a reaction from a group that is also tough and vicious. Viciousness

breeds viciousness. Decent behaviour breeds decent behaviour.

10 E-mail Etiquette Tips for the Workplace

1. Be concise. Longer messages are difficult to read, and most people will not read them

carefully . . . so be sure to bold or underline important action items.

2. Avoid sarcasm. It can come across as rude or abrupt because the recipient can't gauge

your body language.

3. Include a descriptive, concise subject line. Many people are inundated with emails, so

give them a clue as to your content so that they can prioritize.

4. Don't send an email when emotional or angry. Sit on it for 24 hours.

5. Use emoticons . . . sparsely. Sometimes it helps communicate the tone of your message

when you add an emoticon. However, only do so as necessary for it can end up being

annoying to readers if you have too many.

6. Think twice before hitting “reply all.” Ask yourself, "Do all these other people really

need to hear my reply?" If not, reply only to the original writer.

7. Respond within 24 hours. If you require more time, let the sender know you're

reviewing the email and when you'll get back to that person.

8. NEVER USE ALL CAPS or all lowercase.

9. Start with a greeting (hi, hello, good morning, etc.) and end with a closing (Thanks;

I appreciate your time; until then; best wishes, etc.)

10. Never try to resolve a conflict via email. Back and forth emailing is almost guaranteed

to make the situation worse. Pick up the phone, walk down the hall, or set up a time to

talk.

REFERENCE:

University of Missouri. (2014). 10 E-mail Etiquette Tips for the Workplace. Retrieved

fromhttp://civility.missouri.edu/email-etiquette.php

Professionalism

According to the Merriam-Webster dictionary, professionalism is defined as the good skill, good

judgment, and polite behaviour that are expected from a person who is trained to do a job.

Professionalism in the workplace is based on many factors including the way you attire yourself,

your demeanour and how you interact with others. It refers to a person doing his / her job with

sincerity, and maintaining professional etiquette and ethics in the workplace.

Characteristics of professionalism in the workplace

Standby commitments – a professional person always live up to their responsibilities.

Realize the sensitivity of the work that you represent - Make sure not to jeopardize the

confidentiality of your organization or misuse it any way. This will help make you

trustworthy. They should always act with integrity.

Respect – A professional person should be respectful at all times.

Demonstrate the values of professionalism - appropriate attire, etiquette, punctuality and

considerate.

Keep your personal affairs at home – don’t use the company’s time to do personal issues.

Display competence- professionals should display possession of adequate skill,

knowledge, experience or capacity of whatever area they are hired to perform.

Characteristics that undermines professionalism

Gossiping – it is a “no-no” for professionals to gossip in the workplace.

Negative attitude – a professional should always display positive attitude while on the

job.

Poor attendance, tardiness, and lateness – a professional person must always ensure that

he/she is on time, should display enthusiasm towards their work and have a good work

attendance

Unprofessional body language – sitting inappropriately, belching loudly, drawing ones

feet while walking and yawning without covering ones mouth.

Excessive fragrance or not so fresh body odours – it is important to keep smell fresh at all

times, but equally important to keep fragrances to a minimum.

Why professionalism is important to the workplace

It ensures good work performance by all employees- If everyone demonstrates

professionalism in the workplace, the performance of the firm will be more efficient.

The employees will be more motivated

It ensures good team spirit within the organization

Professionalism in the workplace also leads to the free flow of communication across

departments and across all levels of command.

Professionalism is the axis around which any organization should revolve. A company that

chooses not to develop or enforce policies may end up with a workplace that suffers from

low productivity, low employee morale and poor customer service.

Civility

Workplace incivility is the low-intensity deviant behaviour with ambiguous intent to harm

others. Civility is the opposite of incivility. According to the Merriam-Webster’s dictionary

“civility is treating others with dignity and respect, and acting with regard to other's feelings”.

Guidelines in acting civilized in the workplace

Before speaking or acting, think about your words or actions before you respond

Be respectful- learn to accept others opinion, individual differences and qualities to fully

realize the organization potential.

Understand and adopt a positive approach in solving conflict whenever they arise.

Take full responsibility for your actions even when there are drastic penalties to be paid.

Rely on facts rather than assumptions

‘’Each one influence one” by becoming a bridge builder and a role model for civility and

respect.

Take advantage of every opportunity to be proactive in promoting civility within the

workplace.

If employee demonstrates respectful behaviours and the necessary skills required within the

workplace, they will serve as role models to other workers of that same organization. It is

expected that these behaviours will spread throughout the firm, and eventually impacting other

business entities who may try to emulate this positive movement.

References

Barbara Richman's Organization -HR Mpac. http://www.lorman.com/newsletters/article.php?

article_id=694&newsletter_id=150

Khilawala, Rashida (2012)

http://www.buzzle.com/articles/professionalism-in-the-workplace.html

Shelvy L.Compbell, Ms. Eds, ABD Dedriell, D. Taylor ,Ms Eds, Professionalism in the

workplace

INTRODUCTION

The Guide to Civility provides recommended practices to promote civility in the workplace and

processes to deal with incivility, in accordance with Ryerson’s Workplace Civility and Respect

Policy, which states: “All managers, faculty and staff have a responsibility to act in good faith

and be active participants in contributing to the creation and enhancement of a community

culture of respect, inclusion, civility, dignity and understanding for the people with whom they

work. This requires taking action to deal with incidents of incivility.”

WHAT DOES IT MEAN TO BE CIVIL?

Civility is about more than merely being polite, although being polite is an excellent start.

Civility is about being aware of other people’s feelings, and listening and seeking common

ground as an initial point for dialogue when differences occur, while at the same time

recognizing that differences are enriching. Through positive, respectful communication, one

person has the power to improve morale, productivity and teamwork

HOW DOES IN CIVILITY AFFECT THE WORKPLACE?

Incivility and disrespect in the workplace can be a barrier to effective communication, coaching,

and performance. Incivility deals with a broad range of unacceptable behaviour which

compromise and devalues the individual, and there may be severe psychological and physical

impacts. For example, violence in the workplace may have origins in minor acts of incivility

long before the physical violence occurs. At a basic level, incivility can be in the form of: rude

comments; insensitive actions; unintentional slights; complaining; gossip; rumours; crude jokes;

profanity; or displaying offensive or pornographic material that is visible to others in the

workplace. As issues escalate, incivility can become more verbally aggressive and can include

yelling, belittling comments, intimidation and discriminatory comments, and can lead to the

creation of a poisoned work environment. At its most extreme, incivility can take the form of

violence or threats of violence. Incivility can be subtle or overt. It may be a single event or may

involve a continuing series of incidents, and may involve the abuse of authority or position.

Uncivil behaviour may be unintended or deliberately directed at another individual. In any case,

the impact on that individual is what must be addressed.

BEING PROACTIVE TO CREATE A CIVIL WORK ENVIRONMENT

Managers

A manager is the person to whom an employee directly reports concerning matters related to

their employment. Examples include, Dean, Chair, Director, Supervisor, Supervising Instructor

etc.

Managers and supervisors regularly comment and offer advice on the work performance or work

-related behaviour of their employees. Legitimate comment and/or advice is not a sign of

disrespect. It differs from incivility or harassment in that feedback is intended to assist

employees to improve work performance or the standard of their behaviour. However, civility

does require that even the most critical feedback be delivered respectfully, privately and

courteously. The following tips can help managers be proactive in creating a pleasant and team

orientated work environment.

Treat your employees, peers and superiors with respect.

Tap your employees’ hidden talents and bring them to the front.

It is not wise to play favourites and show bias when dealing with your employees.

Trust your employees to do their jobs effectively.

Praise in public. Pointing out an employee’s mistake in public has the worst kind of

demoralizing effect. On the other hand, complimenting them on a job well done in the

presence of others serves to motivate them to perform better. Of course, sometimes

constructive criticism and feedback, e.g. of a proposal, is the purpose of a meeting or

group discussion. Managers should depersonalize the discussion.

Do not over react to mistakes that happen inadvertently. Instead, help employees

understand the error so they do not repeat it. A loud, condescending or rude tone of voice

will only make your employees tune out the message you are trying to convey.

Make them feel they count. Every employee likes to know that he/she is making a

positive contribution. The fact that they make a difference will drive them to be more

productive.

Constructive criticism works. If you feel that an employee has the potential to do much

better at their job, take him or her aside to discuss. Sometimes, the belief that a superior

has in you pushes you to achieve more.

Do not flaunt your authority; "You have to do it because I say so" is not the way to get

employees' respect. You may get the job done but lose your employees’ loyalty in the

process, and may eventually lose them to another employer.

Employees

The following tips can help employees be proactive in creating a pleasant and team orientated

work environment.

Treat your co-workers, peers and superiors with respect.

Before speaking or acting, consider the impact of your words and actions on others.

When there is an issue, try talking to the other person directly and not to co-workers

behind their back.

Don’t take feedback, suggestions or constructive criticism of your work as a personal

attack. See it as a positive contribution and inspiration to excel.

Be careful about making assumptions about other people’s behaviour and intent based on

your values, beliefs and customs. Specific actions that are considered polite or rude can

vary dramatically by place, time and context. Differences, including but not limited to,

social role, gender, social class, religion and cultural identity may all affect the perception

of a given behaviour. Consequently, a behaviour that is considered perfectly acceptable

by some people, and in some cultures, may be considered rude by others.

Acknowledge the contributions of other employees.

Understand your triggers or “hot buttons. “Knowing what makes you angry and frustrated

enables you to manage your reactions and respond in a more appropriate manner.

Be willing to apologize sincerely to people if you said or did something that may have

offended them.

Use active listening when discussing issues with others.

Active Listening

When applied in appropriate situations, active listening is one of the most important skills people

can have in dealing with and avoiding issues of incivility. How well you listen has a major

impact on your job effectiveness and on the quality of your relationships with others. There are

five key elements of active listening. They all help ensure that you really hear the other person,

and that the other person knows you are hearing what they are saying.

Pay attention. Give the speaker your undivided attention, and acknowledge the message.

Show that you are listening. Use your own body language and gestures to convey your

attention. Recognize that non-verbal communication also "speaks" loudly.

Provide feedback. Our personal filters, assumptions, judgments, and beliefs can distort

what we hear. As a listener, your role is to understand what is being said. This may

require you to reflect what is being said and ask questions.

Defer judgment. Interrupting is a waste of time. It frustrates the speaker and limits full

understanding of the message.

Respond Appropriately. Active listening is a model for respect and understanding. You

are gaining information and perspective. Even if you don’t agree with another person’s

perspective, you should respect and acknowledge their feelings.

DEALING WITH INCIVILITY

In order to create and maintain a civil culture and environment it is important to identify

incidents of incivility, such as harassment, and to deal with these incidents quickly and

appropriately. Addressing incidents of incivility as soon as possible is an important preventative

measure to reduce the risk of escalating severity of behaviour and the potential for workplace

violence. The following guidelines apply to all employers and employees, as well as other

individuals subject to the policy under terms of contracts or agreements.

COURSES OF ACTION

Whenever feasible, the following steps should be followed in addressing civility related concerns

and complaints:

Peer to peer communication: The parties involved should attempt to resolve issues in the

moment or as soon as possible from when the uncivil actions occurred.

If the parties involved cannot effectively resolve the issue on their own, the

complainant(s) should notify their manager(s). The manager(s) will make inquiries into

the issue, and will attempt to remedy the situation within a reasonable time period.

In the event that the matter is still not resolved, the complainant(s) may exercise their

right to lodge a formal complaint with their manager(s), which must be submitted in

writing.

The procedures outlined below are to be used to deal with all incidents of incivility involving

employees as well as other community members. However, they may be superseded by

applicable collective agreements or other policies or procedures.

INCIVILITY INVESTIGATION

Managers are accountable for identifying and addressing issues, such as harassment, in an

appropriate manner. Managers may seek advice and assistance at any time from their manager or

Human Resources Management Consultant. Managers must act in a confidential manner, and

involve only those who need to know, either to respond or to effectively address complaints.

Managers must determine whether or not the employee’s concerns should be addressed under the

Workplace Civility and Respect Policy and guide, or whether another policy or procedure is

appropriate, e.g. Discrimination and Harassment Prevention. If the concerns do not fall under

this guide, employees must be informed regarding how the matter should or will be addressed.

Following is an outline of steps to be taken to deal with cases of incivility involving employees.

Where more than one manager is involved this is a joint responsibility.

Step 1: Intake

1. Speak with the complainant to understand his or her perspective.

2. Determine whether the complaint involves the kind of behaviour that can be dealt

with by a simple intervention between the parties. Consider the seriousness of the

allegation and the complainant’s feelings. If the allegation is serious, relates to

prolonged behaviour or if the complainant expresses serious concern, the complaint

should be formally investigated.

3. Assess whether the matter should be investigated under another policy.

4. Assess whether any behaviours that may indicate a risk of workplace violence must

be reported. Managers must report such behaviours and seek assistance in managing

the risk of violence from a Human Resources Management Consultant (regarding

employees whose behaviours may indicate a risk of workplace violence).

Step 2: Making Inquiries and Fact Finding

1. Investigate to understand complainant’s perspective on the situation.

2. Investigate to understand respondent’s perspective on the situation.

a) If the respondent is a member of a union or association, inform them they

may have a steward present.

b) If the employee declines union representation, have them sign a waiver.

3. Understand any witness’ perspective on the situation (if applicable).

4. Make notes of conversations, including specific details of what was discussed:

who, what, when, where, why.

5. Assess whether you have gathered all relevant information (including emails,

etc.). Before concluding the investigation, assess whether the respondent or

complainant have been given fair chance to consider and give input on the other

party’s position and evidence.

Step 3: Review & Analysis

1. Review all information gathered (including emails, etc.)

2. Seek advice from an HR Management Consultant on the validity of your

conclusions.

3. Draw conclusions about what happened and how it happened. Draw conclusions

about whether the complaint is substantiated i.e., whether the respondent was

uncivil and/or whether the respondent engaged in harassment.

Step 4: Develop Response

1. Review relevant collective agreement provisions and disciplinary history. Decide how the

complaint will be resolved.

2. In situations involving employees from more than one area, managers from each of the

areas should discuss the situation and collectively determine appropriate action.

3. Generally, if a complaint is found to be substantiated it will result in some level of

corrective action involving the respondent. The type of corrective action taken will

depend on all the circumstances, including what happened and how, the respondent’s job

responsibilities and disciplinary history and the respondent’s reaction to the investigation.

4. The usual practice is to deal with instances of inappropriate and unacceptable behaviour

through progressive action. Therefore, you need to determine appropriate options for

addressing the situation which may include but are not limited to:

a) Communication of standards and expectations concerning performance, conduct

and/or behaviour.

b) Coaching

c) Letter of counsel (written documentation of above);

d) Verbal reprimand, if appropriate;

e) Written reprimand, if appropriate;

f) Suspension(s) without pay or other financial sanctions;

g) Termination

5. Managers need to communicate to the respondent that if expectations are not met,

progressive action will be taken up to and including dismissal. They also need to let the

complainant know about the expectations placed on the respondent and action(s) they

have taken.

6. Managers will monitor the situation, and follow up with the complainant to ensure that

uncivil behaviours have ceased, and to ensure there is no escalation.

STRUCTURING A CONVERSATION ABOUT INCIVILITY

The workplace civility and respect policy states that the first step is to approach the person

whose conduct is at issue. That person may not be aware of how his/her behaviour is affecting

you or others and should be given an early opportunity to change their behaviour. Approaching

someone regarding a civility issue can be difficult. Employees may seek advice and assistance at

any time from their manager, Human Resources Management Consultant, their unions or

associations. The following model outlines a basic coaching model, and can be used as a tool to

help you structure a conversation about incivility in a positive and productive manner that

respects both parties, and helps you to come to a resolution.

Step 1: Open - State purpose of discussion.

I’ve asked for this meeting to talk about...

I appreciate you giving me the opportunity to discuss this problem with you.

Can I see you for a minute? I’d like to talk about...

Step 2: Clarify – Identify issues and concerns; clarify any language or behaviour that is

inappropriate.

What exactly was said or done?

Has this behaviour happened before?

Who else has been affected?

Can you tell me more about what happened?

Do you think what you said or did is consistent with our Workplace Civility and Respect

Policy?

Step 3: Develop - Explore needs and discuss ideas; state expectations.

How can we resolve this situation?

Are you comfortable addressing the person directly?

You may not think it’s serious, but it’s important to be respectful of each other.

What can I do to help?

What can you do to help?

What would you like to see done differently?

Step 4: Agree - Discuss and agree on specific actions. State appropriate behaviour; language

standards and guidelines. Sometimes, you may have to go back and re-clarify specific details or

courses of action, to ensure both parties have a clear understanding.

In the future I need you to...

Here’s what we talked about...

Here are the next steps we agreed on, including my role...

Regardless of ___, we need to act with civility and respect towards each other.

Step 5: Close – Confirm commitment. Confirm consequences if things don’t change; thank for

cooperation.

Thanks for bringing this to my attention.

Thanks for having this discussion with me.

Tips for Talking about Your Own Behaviour

We know that civility can often be unintentional, and there may be times when you may not have

intended to offend another person. These conversations may be difficult, especially if you feel

you have done nothing wrong. The following are some tips you can follow to help ensure the

conversation remains positive and productive. Remember, at the end of the day, you are trying to

have productive, cooperative and collaborative relationships with the people you work with.

Try not to become defensive.

Listen without interrupting.

Really listen – do not plan your response until the person is finished talking.

Reflect back what you are hearing.

Ask clarifying questions.

If you do not understand what they would like you to change, ask.

Try to imagine their perspective, and how it is affecting their work and life.

Remember, if they have come to you, it is serious to them.

If you feel your behaviour has been misunderstood, explain.

Try to agree on future interactions.

INCIVILITY BY OTHERS TOWARDS EMPLOYEES

In cases where an employee makes a formal complaint about incivility by someone who is not an

employee, e.g. volunteer, visitor, contractor, etc., the manager of the complainant must

investigate and determine appropriate action in consultation with the appropriate representative.

For example, in cases involving incivility by students at a University, this would normally be the

Student Conduct Officer. In cases involving incivility by contractors, consultation would take

place with the University representative responsible for the contract. Depending on the

circumstances, appropriate actions may include banning an individual from the campus,

establishing agreements where the complainant and respondent do not contact each other, or

terminating a contract or volunteer assignment.

Ryerson University, 2013, GUIDE TO CIVILITY: Creating a culture of respect at Ryerson &Dealing with incivility in the workplace

http://www.ryerson.ca/content/dam/hr/worklife/Guide-to-Civility.pdf