We’ve interviewed employees, managers, HR executives, presidents, and CEOs. Witnessing just a single unpleasant interaction leads customers to generalize about other employees, the organization, and even the brand. Our research shows that people are less likely to buy from a company with an employee they perceive as rude, whether the rudeness is directed at them or at other employees. And incivility damages customer relationships. About half deliberately decrease their effort or lower the quality of their work. Employees are less creative when they feel disrespected, and many get fed up and leave. Nearly everybody who experiences workplace incivility responds in a negative way, in some cases overtly retaliating. In 2011 half said they were treated rudely at least once a week-up from a quarter in 1998. Over the past 14 years we’ve polled thousands of workers about how they’re treated on the job, and 98% have reported experiencing uncivil behavior. Rudeness at work is rampant, and it’s on the rise.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. Archives
June 2023
Categories |