Page 20 - KZN BUSINESS SENSE Vol3 No3

DISRESPECT, RUDENESS AND GENERAL INCIVILITY IS

EXPENSIVE FOR ORGANISATIONS

Musa Makhunga, You can be uncivil without Bullying and intimidating using company property or ■ 12% said that they left their job
Managing Director, meaning to, for instance, you co-workers: Threatening infrastructure such as email in because of the uncivil treatment
25% admitted to taking their
HR Matters (Pty) Ltd simply assume that what’s violence against co-workers who pursuance of self interests, and ■ frustration out on customers
would report irregularities to
discussing individuals in social
acceptable in one social context
H ave you (say, at your old workplace or at management; leveraging the power media with huge reputational risks incivility is about individual, team
It is apparent from these results that
of cliques in order to ostracise
to them and the organisation.
your home) is acceptable across
All of the behaviours described
intentionally, e.g. you verbally
individuals or people.
noticed how all contexts. Or you can be uncivil or ganging up against particular above and many others that you and organisation effectiveness as it
rampant attack a colleague because you can’t Sabotaging individual and are aware of, are expensive for impacts the organisation negatively
disrespect, be bothered to provide reasonable organisation efforts: Intentionally organisations. Writing in the on a number of fronts, thus making
rudeness responses to a situation. withholding important information Harvard Business Review : January managing incidents of uncivil
and general What behaviours can be considered and not cooperating with people – February 2013 issue, Christen behaviours to be quite expensive.
incivility as uncivil? There are many, those perceived to be competition or Porath and Christine Pearson It takes managers and human
involving mentioned below are just a few distribution of or paddling of maintain that many managers resources significant amounts of
individuals at work is? It is common examples: misinformation. would say that incivility is wrong time to resolve hostilities. These
to read about and see this trend Failing to acknowledge another Discriminating against a but not many recognise that it has costs soar when taking into account
in news coverage involving board person’s presence: Ignoring other particular individual or group: tangible costs. In their quest to fees for attorneys, mediators and
members, executive committee people’s greetings and well-wishes; Attacking an individual or group demonstrate how incivility chipped others brought in to resolve issues,
members, politicians, celebrities, going past a colleague without so based on intrinsic characteristics away at the bottom line, they polled let alone loss of productivity, attrition
workers and ordinary people. It much as a nod or a greeting such as race, gender, age, ability, and 800 managers and employees across and reputational damage. It’s worth
seems like politeness and general physical appearance. 17 industries and learned how noting that civility goes beyond mere
civility in dealing with other people Using abusive language: Being people reacted to incivility at the good manners. It is about effective
belongs to a bygone era. The reality verbally abusive or using crude Practicing insensitivity against workplace as per the results below. self and social awareness. You can’t
though is that over the ages, human language. co-workers’ needs: Inability to They found that among workers be an effective practitioner of civility
beings are known to function Gossiping: It’s uncivil behaviour to pay attention to the feelings and who’ve been on the receiving end of until you recognise your place in
better where they feel the team both instigate and spread rumours needs of others e.g. not giving a incivility:
environment is a trusting, respectful against another person, regardless of grieving co-worker time off before the general scheme of things, and
48% intentionally decreased
and safe place to take risks. whether the ‘news’ seems accurate demanding workplace attendance. ■ their work effort you develop an appreciation for the
unique contribution of everyone. It’s
Civility represents the social or relevant to the accomplishment of Insensitivity may also come in ■ 47% intentionally decreased the a delicate balance between pursuing
the form of engaging in activities
norms and rules that must be the task at hand. distracting to others, e.g. taking time spent at work self-interest and practicing self
followed in order to positively Discounting employee cell phone calls while in the middle ■ 38% intentionally decreased the control in order for others and the
and productively relate to others. contributions: Deliberately of a meeting, not cleaning up quality of their work organisation to pursue their interests
When people hear the word downplaying or ignoring the after using any of the common
‘civility’, words that come to importance of another person’s spaces meant for the comfort of ■ 80% lost work time worrying well. For this reason, organisations
mind include: respect, courtesy, statement or work contribution. everyone, and demanding attention about the incident must have in place programmes
tolerance, consideration, and a For instance, some members in a from subordinates outside of the ■ 63% lost work time avoiding the on civility to empower individuals
rational approach to conflicts. team may tend to cut off a person prescribed working hours. offender at all levels of the organisation to
Behaviours that threaten positive that they do not like during a ■ 66% said that their performance adopt social norms that are mutually
and productive relations with other brainstorming session. You find Practicing poor etiquette in declined beneficial to all involved. 
people, therefore, constitute uncivil a lot of this where others are dealing with correspondence: ■ 78% said that their commitment
behaviours. considered as outsiders. Ignoring phone calls and emails, to the organisation declined Mobile: +27 83 251 6704
musa@hrmatters.co.za | www.hrmatters.co.za
A PASSION FOR PEOPLE DEVELOPMENT

renda Vilbro’s career in Generation Skills was initially In addition, she says, “Training with heavy work demands. Finding the country. “I would like to see
learning and development accredited as a training provider facilitators allows me to handpick time to attend courses as well as where the business can take us,” says
Bhas been driven by a passion with the Services Seta and Brenda my team and we only use the best to complete the assignments expected Brenda.
for people. This passion resulted in is now embarking on registration ensure that the company maintains of them can be demanding. In order “Our vision is to be the training
the establishment of her training with the Department of Higher its high standards.” New Generation to assist learners to complete a full provider of choice though quality
company, New Generation Skills Education in order to remain Skills pride themselves on high qualification, the company uses a service delivery that inspires leaders
in 2005. The B-BBEE level one compliant with current legislation energy, creative, and contemporary module approach. which combines and managers to maximise their
company has a strong family ethos requirements. workshops that are delivered by unit standards rather than offering potential.”
with both her son and mother During her early years in business, professional facilitators who walk them as standalones, which can be
involved, respectively, in the daily call centre training was very much the talk. The team has the calibre, more time consuming. “Training is rewarding – it changes
administration and financial in demand and her facilitation in resources and capabilities to develop New Generation Skills has a lives,” she concluded. 
management of the business. this field saw her being selected as customised solutions as required. footprint in Durban, Cape Town and
After a number of years in the the 2009 KZN Facilitator of the year The facilitators conduct assessment Johannesburg but would like to grow T: 082 417 4780
brenda@newgenerationskills.com
teaching profession, Brenda chose by Business Process Enabling South of all the learners’ coursework, but further. Currently the company has www.newgenerationskills.com/
to follow her heart and worked in Africa (BPESA). In addition, she in order to ensure quality control, a number of experienced facilitators
the NGO sector for a period of five received the 2009 BPESA National Brenda fulfils the role of moderator. who are happy to travel throughout
years. During this time she became Facilitator of the year award. These One of the challenges that Brenda
interested in the need for improved awards, says Brenda, were among often faces she says, “Is to encourage
leadership skills, which were often the highlights of her career. companies to train from the heart
lacking in many of the people with The BPESA Awards provoked a and to send employees on training
whom she interacted. As the NGO’s request from a company director for courses that are of value. Often
programme involved community her to provide facilitator training. training is merely a tick the score
development, a wide range of This interest in her services resulted card exercise in order to comply
stakeholders such as provincial in Brenda extending the scope of with Broad Based Black Economic
government officials, municipal her accreditation to the Education, Empowerment legislation. New
officials, local leaders, and funders Training and Development Practices Generation Skills is relationship
were often involved in managing Sector Education and Training driven, we prefer to work closely
projects, which were negatively Authority (ETDP SETA) in order with our clients, through a
impacted upon by this weakness. partnering approach, to identify
to provide accredited facilitator
Consequently, on completion of training. In turn, this accreditation skills needs that will develop people
a Master's Degree in Education led to her offering the full to fly.”
Management, Brenda ventured Occupationally Directed Education Another challenge experienced by
into the field of critical skills Training and Development Practices New Generation Skills facilitators is
development, with a focus on (ODETDP) qualification. keeping people on courses motivated
management development. New as often they have to juggle learning

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