Taking Action to Address Workplace Incivility
- 1.1k Downloads
This chapter considers strategies for improving civility among members of workgroups. It begins with noting the challenges inherent in changing civility in light of the social embedded nature of the construct. The chapter considers three qualities that facilitate change: (1) creating a psychologically safe environment (2) structuring the process to encourage reflection upon one’s own behavior and that of others, and (3) using a shared group process rather than individual treatment. The chapter considers the scope of individual and management interventions to address civility and incivility challenges.
KeywordsLearn Workplace Workplace Bully Psychological Safety Workplace Culture Intrinsic Priority
- Alkon, A. (2009). I see rude people: One woman’s battle to beat some manners into impolite society. New York: McGraw-Hill.Google Scholar
- Argyris, C. (1990). Overcoming organizational defenses: Facilitating organizational learning. Boston: Allyn and Bacon.Google Scholar
- BBC, (2003). E-mail bullying on the rise. Posted 31 March, 2003. Retrieved February 29, 2012, http://news.bbc.co.uk/2/hi/technology/2902777.stm.
- Edmondson, A. (1999). Psychological safety and learning behavior in work teams. Administrative Science Quarterly, 44, 350–383.Google Scholar
- Edmondson, A. (2004). Psychological safety, trust, and learning in organizations: A group lens. In R. M. Kramer & K. S. Cook (Eds.), Trust and distrust in organizations: Dilemmas and approaches (pp. 239–272). New York: Russell Sage.Google Scholar
- Langford, B. (2005). The etiquette edge: The unspoken rules for business success. New York: AMACOM Books.Google Scholar
- Langlois, B. (2012). Five steps to reduce bullying. Nursing Critical Care, 7, 48.Google Scholar
- Namie, G., & Lutgen-Sandvik, P. (2010). Active and passive accomplices: The communal character of workplace bullying. International Journal of Communication, 4, 354.Google Scholar
- Pearson, C., & Porath, C. (2009). The cost of bad Behavior: How incivility is damaging your business and what to do about it. New York: Penguin Books.Google Scholar
- Pillai, A. K. (2010). Use of empathy by healthcare professionals learning motivational interviewing: A qualitative analysis. Thesis. Auburn University, Auburn, Alabama.Google Scholar
- Post, P. & Post, P. (2005). The etiquette advantage in business. New York: Harper Collins.Google Scholar
- Schein, E. (1995). Kurt Lewin’s change theory in the field and in the classroom: Notes toward a model of managed learning. Working Paper. Available at http://www.a2zpsychology.com/articles/kurt_lewin’s_change_theory.htm.
- Seymour, J. (2004). What’s in a name? A concept analysis of key terms in palliative care nursing. In S. Payne, J. Seymour, & C. Ingleton (Eds.), Palliative care nursing: Principles and evidence for practice (pp. 55–71). Berkshire: Open University Press.Google Scholar
- Seymour, J., & Ingleton, C. (2004). Overview: Transitions into the terminal phase. In S. Payne, J. Seymour, & C. Ingleton (Eds.), Palliative care nursing: Principles and evidence for practice (pp. 189–217). Berkshire: Open University Press.Google Scholar
- Truss, L. (2005). Talk to the hand: The utter bloody rudeness of the world today, or six good reasons to stay home and bolt the door. New York: Gotham.Google Scholar