Civil behaviour is usually a significant part of the corporate culture in many Jamaican organisations; however, workplace rudeness, also known as workplace incivility, continues to be the monster that reflects bad manners and indiscipline for many others.

Certain actions or behaviour may be considered bad manners or rude in the Jamaican workplace; for example, not saying “good morning” or “good afternoon” when entering a room, interrupting someone who is speaking, or speaking too loudly in public spaces may also be seen as disrespectful.

Additionally, it is considered impolite to show up late for appointments or meetings without prior notice or not show up at all. Workplace incivility has been defined as low-intensity deviant behaviour with ambiguous intent to harm the target. Uncivil behaviour is characteristically discourteous, displaying a lack of regard for others.

The Financial, Sociological, and Psychological Implications of Workplace Incivility

Workplace incivility transcends more than just bad manners, such as the general lack of courtesy in the workplace, as there are other concerning types of workplace behaviour that can adversely affect the sociological and psychological state of its victims.

Workplace incivility seems to be a growing problem in Jamaica, with employees reporting cases of bullying, harassment, and discrimination. Some of the factors contributing to this issue include low self-esteem on the part of the perpetrator, poor communication, lack of respect, and a lack of clear policies and procedures for dealing with such behaviour. Invariably, this can impact employee well-being and productivity, resulting in the loss of millions of dollars per year for many organisations.

The Society for Human Resource Management highlighted a 2017 survey by the Workplace Bullying Institute which estimated that 61 per cent of US employees are aware of abusive conduct in the workplace, 19 per cent have experienced it, and another 19 per cent have witnessed it. Workplace bullying as an act of uncivil workplace behaviour can lead to decreased job satisfaction, increased absenteeism and turnover, and decreased productivity.

The estimated cost of workplace bullying is US$180 million per year in lost productivity and health-care expenses in the US alone. Additionally, workplace discrimination lawsuits have resulted in over US$500 million in settlements and verdicts in the past five years.

Creating and maintaining a positive work environment is not only important for employee well-being but also for the financial success of a company. Incivility and workplace rudeness itself can result in poor work quality, violent behaviour, low staff morale, and increased absenteeism amongst workers, which ultimately affects the bottom line.

Resources to Resolve the Problem

A recent study published in the Journal of Stress and Health in September 2020 contextualised the relationship between workplace incivility and negative work and non-work outcomes. In a much similar way, a Pakistani study published in 2019 concluded that workplace incivility in public organisations and customer satisfaction are negatively correlated. In addition, there are several books available on the topic of workplace rudeness such as The Cost of Bad Behaviour: How Incivility Is Damaging Your Business and What to Do About It by Christine Porath; The Civility Solution: What to Do When People Are Rude by P M Forni; and Mastering Civility: A Manifesto for the Workplace by Christine Porath.

These books address a variety of common causes of workplace rudeness, such as lack of communication, power imbalances, poor leadership, stress and burnout, and cultural differences. They also provide strategies for addressing and preventing workplace incivility, including creating a positive work culture, setting clear expectations, and fostering open communication. The authors suggest several strategies for addressing power imbalances and poor leadership. These may include providing leadership training, creating a more collaborative work environment, introducing clear policies and procedures for behaviour, and holding people accountable for their actions. They also recommend involving human resources or an external mediator to help resolve conflicts and improve workplace relationships.

The authors suggest several ways to hold employees accountable for their actions and behaviour in a fair and effective manner. One approach is to establish clear expectations and guidelines for behaviour, including consequences for violations. Another is to encourage open communication and feedback so that employees understand the impact of their behaviour on others and have an opportunity to improve. It may also be important to provide training and support to help employees address any underlying issues or challenges that may be contributing to their behaviour. Ultimately, the goal is to create a culture of responsibility and respect in which everyone understands their role in maintaining positive relationships and contributing to a healthy work environment.

Finding the Solution

The Institute for Civility in Government in Houston, Texas, serves as a catalyst for change and offers civility training and resources of which many workers at all levels can take advantage. Although it is quite obvious that incivility in the Jamaican workplace is a sign of a bigger societal problem, it is imperative that we deliberately and strategically take action to reduce this monstrous problem in the workplace.

Jamaica Information Service certainly brought good news to the Jamaican populace in the latter part of 2022 about the Ministry of Education’s move to reintroduce civics education to the National Standards Curriculum at all levels, which encourages good citizenship, greater respect for cultural integrity, and nation-building. This is critical to the reduction of workplace incivility as some of the distasteful behaviour now being exhibited would have been developed at the primary level.

Some steps companies can take to prevent workplace bullying and discrimination include establishing clear policies and procedures for reporting and addressing these issues, providing regular training and education on respectful workplace behaviour and diversity and inclusion, holding all employees accountable for their behaviour, integrating civility training in orientation, promoting a culture of respect and inclusivity, and conducting regular surveys and assessments to identify areas for improvement. It’s also important for leaders to model positive behaviour and treat all employees with dignity and respect.

Diversity and inclusion play a crucial role in preventing workplace bullying and discrimination. When an organisation values diversity and promotes inclusivity, it helps to create an environment in which everyone feels valued and respected. This can help to reduce instances of bullying and discrimination as well as increase employee engagement and productivity.

Additionally, when an organisation embraces diversity and inclusion, it can attract a wider pool of talent and customer base which can contribute to its overall success. It’s important for companies to recognise that diversity and inclusion are not just buzzwords but essential components of a healthy and thriving workplace culture.

Although we are quite aware that workplace incivility could be a symptom of a bigger societal problem, it’s imperative that we deliberately invest our efforts to significantly reduce this growing monster.

Diana Shakes is a lecturer in the College of Business and Management at the University of Technology, Jamaica. Send comments to the Jamaica Observer or diana.shakes@utech.edu.jm.