How observers choose voice during a workplace incivility event
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Benedictine University
Abstract
Workplace incivility is a pervasive and harmful phenomenon. Its impact affects both
individuals and organizations and includes increased symptoms of depression and
anxiety, increased absenteeism, decreased job satisfaction and performance, increased
turnover intentions, and reduced organizational citizenship behaviors. Uncivil
workplace behaviors include putting down colleagues, making demeaning comments,
rudeness, and questioning the competence of coworkers. For workplace incivility to
occur, there must be a perpetrator and one or more victims; however, in many
situations, an observer is also present. This study investigates the thoughts and actions
of the observer as an uncivil event unfolds. It seeks to answer the following question:
“How do observers choose voice during a workplace incivility event?” The study uses
in-depth qualitative interviews, gathering insights from 31 professionals across 10
different countries as they share their experiences of observing and reacting to
workplace incivility. Participants were selected from among a population that had
fully answered a qualifying questionnaire on the frequency of observation of uncivil
work behaviors. The study identified a rapid three-step voice decision process.
Consistent with previous research, in the first decision step, an observer must
recognize an uncivil event. The second step, the responsibility assessment, focuses on
an observer’s felt responsibility to voice. And in the third step, an observer is faced
with a choice of voice, choosing either to address the perpetrator directly, to address the perpetrator indirectly, or to remain silent. Study findings underscore the
importance of how different forms of indirect voice and understanding each of the
three decision steps can contribute to the creation of a more civil workplace
environment.
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Galbraith, D. (2022). How observers choose voice during a workplace incivility event. Retrieved from ProQuest Digital Dissertations (AAT 29255267)