Managing Yourself

1. Leaders set the tone, so you need to be aware of your actions and of how you come across to
others. Workplace behavior won’t change if the leader doesn’t first make changes.

Model Good Behavior

1. 25% of managers who admitted to having behaved badly said they were uncivil because their
leaders—their own role models—were rude.
2. If employees see that those who have climbed the corporate ladder tolerate or embrace uncivil
behavior, they’re likely to follow suit.
3. One way to help create a culture of respect and bring out your employees’ best is to express your
appreciation. Personal notes are particularly effective, especially if they emphasize being a role
model, treating people well, and living the organization’s values.

Ask for Feedback

1. Leaders may need a reality check from the people who work for them. A manager at Hanover
Insurance decided to ask his employees what they liked and didn’t like about his leadership style.
He learned that it really bothered them when he glanced at his phone or responded to e-mail
during meetings. He now refrains from those activities, and his team appreciates the change.

2. Employees may not always be honest, but self-tracking of instances of civility and incivility can
be helpful.

Managing Incidents is Expensive

1. We see that managers and executives at large companies spend 13% of their time (7 weeks per
year) mending employee relationships/dealing with the fallout of incivility.
2. Significant costs are accrued when consultants and attorneys are required to settle situations.

What’s a Leader to Do?

Lucky for us (future managers, ideally), we can see the options to combat incivility in the workplace.
They find it takes constant vigilance to keep the rudeness at bay. Unsurprisingly, their first suggestion is
for managers to look in the mirror.