Hidden Costs of Incivility

In this study the word incivility refers to both the cause and effect of disruption. It is one of the most exhaustive and alarming studies showing the bottom line cost of business as normal. If you want to improve your organizations performance you need to know the details behind what this study reveals.

The critical question is; what are the hidden costs of incivility as a part of your communication culture? They are the indirect, therefore hidden, costs related to your workforce’s behaviour. Examples could include any number of tardiness, sick leave, outbursts, lack of enthusiasm, demonstrations of stress or other performance disruptions. Everyone knows these are observable problems; the question is what can be done to manage the impacts of incivility on your organizations culture.

The Study: Through a poll of 800 managers and employees in 17 industries, we learned just how people’s reactions play out. Among workers who’ve been on the receiving end of incivility (a major cause of disruption in the workplace):

  • 48% intentionally decreased their work effort.
  • 47% intentionally decreased the 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 that their performance declined.
  • 78% said that their commitment to the organization declined.
  • 12% said that they left their job because of the uncivil treatment.
  • 25% admitted to taking their frustration out on customers.

We implore you to read the full article below and to reach out to us. There is a solution that applies to all of these symptoms and is surprisingly easy to implement.

Addressing your incivility and disruption costs needs to be part of your strategic planning, simply because the impact on your bottom line is staggering.

A quick estimate of the associated costs and performance impacts of negative behaviour on your business demonstrates the value of investing in soft skills.

Full Article: Harvard Business Review – The Price of Incivility

Link to article: https://hbr.org/2013/01/the-price-of-incivility

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