Experts Warn That Those Who Interact Directly With the Public Are Increasingly Likely to Be the Targets of Aggressive Behavior
Incivility is on the rise, and public servants have become “punching bags,” an expert says.
Georgetown University professor and consultant Christine Porath surveyed thousands of people about rudeness.
A consumer may be impolite to a barista. A parent may vent on a teacher. Some patients yell at nurses.
76% of frontline workers face incivility once a month, up from 50% 17 years ago.
Stress remains the leading cause of rudeness.
Porath stated we’re all stressed out more. People are still exhausted from the pandemic, inflation is high and inflicting financial suffering, politics are contentious, and people feel overworked, she said.
Fraying community and workplace ties contribute to incivility, Porath added.
Porath also blames social media.
“Unfortunately, trolls are everywhere,” she continued. People feel awful, and it’s easier to insult or write negative things when we don’t have to look at the person or face them. People consume a lot of negativity on social media and in the media.
Porath said online hostility spills over into offline life.
She stated we could limit social media use. We can’t always prevent impolite store clerks or drivers.
Porath claimed a lack of self-awareness causes much rudeness. Concern for others is “a tiny sacrifice that can improve people’s lives.”
Porath stated rudeness is underappreciated.
Incivility affects job performance, creativity, and decision-making, she claimed.
Porath said firms should promote respect. That can involve teaching personnel to de-escalate heated situations with consumers or letting clients know the organization wants them to be humane.
A healthcare network in Massachusetts set up kiosks and required patients to sign code of conduct agreements, Porath reported.
Porath’s survey indicated that firms could suffer if their staff is treated poorly.
Credits: My News 4
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