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SHRM’s Civility Index research found that US workers collectively experience 208 million “acts of incivility” each day, which is costing firms some $2.1bn in lost productivity.
The organization has analyzed reports of rudeness, terse emails, and snippy interactions, and found reduced productivity and absenteeism affecting the bottom line of many organizations.
The industry body says the spike in office incivility is fueled by broader socio-political tensions, pandemic-induced stress, and what SHRM’s Chief Human Resources Officer, Jim Link, calls “digital bravery” - a phrase that conjures up the “keyboard warrior” of the social media era.
Differences in political views, social issues, and even immigration policy are leading to workplace friction, as employees struggle to navigate heated debates and cultural divides.
“Digital bravery is this idea that you can say whatever you want, about whomever you want, on any given topic from the safety and security of your screen,” Link told Fortune.
SHRM’s research found the effects of office incivility reverberate well beyond hurt feelings. As of May, more than one-third of employees surveyed said their job causes high levels of stress.
"If you were a woman, your scores were worse. If you were a diverse person, your scores were worse, and if you were a young person, your scores were worse," added Link.
Importance of culture
SHRM’s study also emphasizes the crucial role of organizational culture, pointing out that when CEOs and supervisors model and codify civil behavior, trust and performance improve.
Rather than issuing “gag orders” or banning difficult topics, SHRM encouraged companies to clarify expectations, refine kindness, and train staff in active listening
Link cited emails as one example of perceived rudeness among staff and management.
He told Fortune he personally read an email that he viewed it as a bit direct, but “Part of a normal business conversation. To be sure, it wasn’t 'flowery,' but I’m sitting there thinking, okay, what’s uncivil about this?”
Cultural clarity
Link said when people report acts of incivility, SHRM asks them what that actually means.
Acts of incivility are “more tied to things which relate to the culture of an organization than they necessarily do to whether that in person intended to be uncivil or not,” he said, referring it as “cultural clarity.”
“Culture matters in this idea of civil behavior and civil expectations, as does leadership,” he said. “This doesn’t mean that the culture itself is necessarily civil. Expectations are key,” Link said.
“When a leader, particularly a CEO or an executive team says, ‘These are the components of our culture, whether you like them or not,'” then there’s less room for interpretation."
