Workplace Incivility

Workplace incivility refers to behaviors that people experience at work that are rude and discourteous, and that generally go against norms for mutual respect and dignity. Examples of incivility include being berated for an action in which one played no part, being excluded from a meeting, and having one's credibility undermined in front of others. Neglecting to greet one another, interrupting others while speaking, failing to return borrowed supplies, and spreading rumors and gossiping constitute incivil acts. Incivility is considered a subset of counterproductive work behaviors (CWBs), employee deviance, and workplace aggression. However, incivility only includes behaviors that are relatively mild (e.g., verbal, passive, and indirect), whereas CWB, deviance, and aggression also include behaviors that are physical, active, and direct. Although incivility is less intense than other forms of CWB or deviance, it is far more common. Unlike employee deviance or aggression, incivility is characterized by an ambiguous intent to harm. That is, an act of incivility may be perceived by the instigator or target as a deliberate attempt to cause harm or it may be attributed to more benign causes. For example, the instigator may claim the behavior was because of ignorance or an oversight on his or her part or may accuse the target of misunderstanding the behavior or being overly sensitive. Incivility is also distinct from mobbing, bullying, and social undermining in that these constructs generally refer to a recurring pattern of deliberately injurious behavior wherein an individual may be systematically targeted by one or more individuals at work. The unique contribution that is made by including incivility alongside these distinct albeit related constructs is the idea that behaviors do not necessarily have to be clearly and deliberately hostile to negatively affect an individual or organization.

Interest in workplace incivility has grown recently as interest in uncivil behavior in society at large such as cell phone use and road rage has increased. The common perception is that incivility is on the rise, but no empirical data are available to substantiate this view. However, several changes in the way we work may have contributed to a relaxing of social norms and a concurrent increase in incivility. For example, organizations have loosened formal rules for dress and behavior as companies become flatter and less formal to increase responsiveness and encourage innovation and creativity. The absence of these formal cues for behavior may be contributing to an increase in incivility. Modern communication technology may also be a factor as electronic communication such as e-mail and instant messaging is more susceptible to misinterpretation because it is unable to convey the subtleties of nonverbal communication including body language and voice intonation that can mean the difference between a statement interpreted as gentle ribbing or a provocative insult. Moreover, the increasing racial and ethnic diversity of the workforce means employees are more likely to encounter others with different cultural norms and expectations regarding what is acceptable and courteous behavior. Finally, the increase in corporate downsizing, restructuring, and mergers coupled with a heightened emphasis on shortterm profitability often means that workers are expected to do more with less. All these factors translate into a more complex and fast-paced working environment that leaves little time for niceties and proper manners.

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