February 9, 2017

Is the Era of Incivility Going to Destroy American Business?

Mastery Civility book

Recent rude demonstrations from the vocal minority trying to instill political unrest and doubt had me wondering how this could impact businesses.  I was looking for ways other than inconsiderate protests that block airports and streets, which kept people from getting to work or going home. To satisfy my curiosity, I did an internet search and found that there have been many experts showing a concern over how incivility affects business in the last decade.  Below are a few of the best results I found.  There were many going beyond the past 10 years as this has been quickly progressing since the 1990’s.

In 2012, an international survey of rudeness by country was conducted by the travel site Skyscanner.  Results were published by magazines Forbes, citing cultural differences, and Time blaming language barriers.  (USA = #7) A different survey was conducted by international cell phone distributor, Mobal, of both friendly and rude countries (USA = #4) to visit.

A lot of book titles also showed up for personal and professional use.  The following books were published by business experts for company managers and human resources:
The Cost of Bad Behavior  (2009) by Christine Pearson and Christine Porath

And there were various articles based on the oldest book above. 
The Price of Incivility was written by the authors and it appeared in Harvard Business Review (2013) with various statistics worthy of noting. 
- A summary article Bad Behavior Costs Businesses Billions states repercussions and warnings. 
- An informative white paper The Cost of Bad Behavior in the Workplace shows statistics and dollars.

What should be done to turn things around?  A few suggestions can be found in Entrepreneur article Good Manners Are a Career and Business Necessity and sales blog post Increasing Sales Effectiveness via Etiquette: Five Simple Principles.


No comments: