超越不文明:从消极无礼的恶化升级到积极的文明干预

Beyond incivility in the workplace:Using civility interventions to proactively deescalate workplace incivility

工作场所无礼行为不仅会给员工带来一系列消极影响,还会导致员工"以牙还牙,加倍奉还",引起行为的恶化升级,严重污染组织环境。而文明行为则有利于组织中人际关系的和谐发展,带给员工众多积极影响。梳理无礼行为恶化升级的相关研究,从受害者和旁观者的角度详细分析无礼行为恶化升级的多条途径和原因;并基于情绪的认知评价理论,从评价和情绪入手,对无礼行为恶化升级的详细机制和影响因素进行解析,构建无礼行为的恶化升级模型。与此同时,着眼于促进无礼行为的积极转化,对文明行为的CREW干预(Civility,Respect and Engagement in the Workforce)的研究进行总结,并分析个体水平的文明行为和组织水平的文明气氛的积极作用。

Workplace incivility not only has adverse impact on employees, it may also lead to an escalation where one act of incivility can provoke more serious responses from the targets. Such situations could result in extreme forms of negative interpersonal interactions and the development of an organizational climate of general workplace disrespect. On the contrary, civility can enhance the harmony of interpersonal relationship and has positive impacts on employees. Based the findings of the escalating effect of workplace incivility from current literature, this paper describes multiple paths and causes of the workplace incivility escalation from the perspectives of targets and observers of incivility. Moreover, employing cognitive appraisal theory of emotion, we develop a model on how incivility becomes to escalate through appraisal and emotion, as well as the factors involving in this process. Furthermore, to promote the transformation of workplace incivility into civility, we review the previous studies of the CREW interventions of workplace civility and further analyze the positive influence of civility both on individual and organizational effectiveness and wellbeing.