USC Marshall School of Business professor Christine Porath and co-author Christine Pearson, a professor of management at Thunderbird School of Global Management, discovered just how much bad manners can impact the bottom line while researching a new book, The Cost of Bad Behavior: How Incivility is Damaging Your Business and What to Do About It.
Texting in meetings, spreading rumours, taking credit for others’ work, ignoring emails and not saying “please” and “thank you” are more than just annoyances.
In fact Porath and Pearson claim that the stress this causes could cost to $300 billion in lost productivity as those affected let their performance slip, lose interest in going the extra mile or just look for jobs elsewhere.
But the impact of rudeness, which they define as ranging from “taking credit to others’ efforts” to throwing a temper tantrum, isn’t just felt by those directly effected by it.
Even those who witnesses such incidents are likely to be affected by them.
Critically, if it is a customer who sees an instance of incivility among staff, there is a fifty percent chance that they will not patronize that business again.
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