Offices Can Be Bastions of Civility in an Uncivil Time
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Summary.
Many
Americans believe incivility in the country has risen to crisis levels.
Companies today have the capacity to be a haven from the incivility
that individuals confront every day, on the road, online, in the media,
and in politics. The workplace is where employees with diverse
backgrounds and opinions can come together to pursue shared objectives
unencumbered by the divides and tensions that exist elsewhere. How
should companies go about creating a work environment that makes
employees feel safe? For starters, they must lead by example, open up
opportunities for discussion and communicate policies and rules around
civility at work.
After the heated rhetoric of last November’s U.S. presidential election, Interpublic
(IPG), my company’s parent corporation, held its first open call for
employees to talk about concerns related to respect in the workplace.
IPG wanted to reinforce its commitment to inclusion. People called in
anonymously from five continents. What struck me most was how many
people talked about feeling unsafe as a result of the political
atmosphere. One employee in Omaha, Nebraska, described commuting on the
bus while being buffeted by political disagreements. All she could think
was: “I can’t wait to get to work.”
Companies
today have the capacity to be a haven from the incivility that
individuals confront every day, on the road, online, in the media, and
in politics. It is where employees with diverse backgrounds and opinions
can work together to pursue shared objectives, unencumbered by the
divides and tensions that exist elsewhere. And for society and democracy
at large, the workplace might just be the one institution that
incubates a more constructive way of bringing people together. A recent survey on easing racial tensions at work by the Center for Talent Innovation found that “The workplace is one of few settings where we commonly interact across racial and ethnic lines.”
Although the workplace is not perfect — one-quarter of the 1,126 American respondents in our latest Civility in America survey
have quit a job because of its uncivil environment — 86% of our
employed respondents described their workplaces as civil and respectful.
Sixty-three percent also reported that people are more civil at work
than outside of it.
Since
2010 Weber Shandwick and Powell Tate, in partnership with KRC Research,
have tracked Americans’ perceptions of civility in various aspects of
life, including work. The results show a severe and growing civility
deficit. Three-quarters of respondents to our survey now believe
incivility in America has risen to crisis levels. Nearly all
of them reported that the greatest repercussions of incivility are
intimidation and harassment (89% each) and violence and discrimination
(88% each). Such incivility threatens the very roots of democracy.
Companies
are perfectly positioned to promote themselves as havens for civility
and respect. However, they must understand civility in the broadest
possible sense: as encompassing diversity and inclusion and respecting
rather than inflaming difference. Much of the evidence indicates that
employees want this. Another survey we conducted found that nearly half of our employed Millennial respondents evaluated potential employers on their reputations for diversity and inclusion.
How
should companies go about creating a work environment that makes
employees feel safe from the uncivil edges of so much of contemporary
life? Here are some suggestions:
Lead by example.
The refuge company does not avoid controversy. Rather, it takes a stand
even on contentious issues if they are consistent with company
principles. Today’s employees seek work not only to make a living but
also to achieve meaningful social goals. And a growing number of CEOs
and chairs are taking positions on political and social issues. The
best, like Tim Cook of Apple and Howard Schultz of Starbucks, do so not
as political freelancers but in a manner that is consistent with their
company’s core values. Employees are able to internalize these values
more deeply as a result. Additionally, nearly 175 executives recently
launched CEO Action for Diversity & Inclusion,
the first CEO-led, and largest ever, commitment to cultivate a trusting
and safe environment where all ideas and dialogue are welcomed and
where employees feel comfortable discussing race and inclusion amid a
flood of escalating tensions.
Make work safe for discussion and conflict. Good
corporate leaders know the importance of embracing diverging viewpoints
and making the workplace safe for raising concerns and even
disagreement. Pharmaceutical company Lilly has said,
“Many tragic world events have shaken our employees, making it
difficult for them to bring their full selves to work. We want people to
feel safe talking about these incidents at work, focusing on how we can
support and understand each other.” Prompted in 2015 by fatal police
shootings in Ferguson, Missouri, and other cities, the company now holds
“Can We Talk?”
sessions, which are discussions where employees from different levels
and backgrounds can engage honestly on controversial topics. For
example, employees of Middle Eastern descent recently talked about their
feelings in a panel discussion on the current political environment in
the U.S. and worldwide.
Employees
also need to feel comfortable voicing their opinions when they disagree
on work-related issues. When Ursula Burns became CEO of Xerox, in 2009,
she described how the Fortune 500 company suffered from “terminal
niceness.” Burns said
that “When we’re in the [Xerox] family, you don’t have to be as nice as
when you’re outside of the family. I want us to stay civil and kind,
but we have to be frank.” Managers should set the tone by encouraging
people to speak up, teaching people how to have difficult conversations, and managing any disagreements on their teams.
Do not tolerate incivility.
Approximately 40% of those who responded to our Civility in America
survey said that they support employers who encourage employees to
report incivility and who take responsibility for eliminating workplace
incivility. Companies need to consistently and clearly communicate their
principles, rules, and policies so that people know what behavior is
expected and everyone can be held accountable. For instance, civility
and respect is a core tenet of Johns Hopkins Bayview Medical Center in
Baltimore. Based on the early learnings from the Hopkins Civility Initiative,
launched in 1998 by P.M. Forni, the Center gives every new employee a
laminated card with 10 tips on maintaining civil discourse and behavior
at work. The Center says that civility in its workplace builds stronger,
more productive teams that deliver the highest-quality health care to
patients.
Take ownership of civility.
Our survey findings revealed that politicians (75%), the internet and
social media (69%), and the news media (59%) were viewed as the top
perpetrators of incivility in America, while corporate America (31%) was
at the bottom. Businesses should work hard to maintain this reputation.
They should provide civility training along with existing programs that
highlight the company’s ethics or teach workers how to prevent sexual
harassment.
The
benefits of being a refuge from incivility are myriad. These companies
will attract better employees and loyal customers. They will offer the
kind of workplace where people will breathe a sigh of relief upon
arrival and be able to do their best work. And perhaps by ingraining the
values and habits of decency and difference, these companies can help
promote a more genuinely civil society.
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