February 9, 2023
from Bill Hudson, head of school
Several weeks ago, I spent over an hour on the phone trying to clear up an issue with the automatic payment for our cell phone. We suspected possible fraud and had canceled the credit card on file, but I forgot to update my payment method with the service provider. I like to think of myself as easygoing and patient. Still, my frustration grew to anger as I tried to navigate the online customer service portal. Later, after spending more time than I had on hold, I wasn’t very kind to the customer service representative I spoke with. It wasn’t my best moment.
In a recent Harvard Business Review article, Christine Porath of Georgetown University says there’s been a definite increase in angry, uncivil, and obnoxious behavior in many workplaces around the world, including businesses, hospitals, restaurants, airlines, hotels, stores, and schools. In a 2005 survey, about half of workers said they were treated rudely at work at least once a month. In 2011, the percentage rose to 55%, in 2016 it was 62%, and in 2022 it was 76%, with 78% saying they witnessed incivility in their workplace at least once a month. Incivility is harmful both physically and mentally.
The number one cause of incivility? Stress. In a VUCA (volatile, uncertain, complex, and ambiguous) world, complete with social and political divisiveness, it’s not a surprise. According to Porath, the antidotes to incivility in the business world are hiring well, training and coaching, empathy, recognizing and rewarding civility, and modeling. These interventions are similar to what might occur in a school community. It is my experience after working with, and in many different schools, the culture of kindness at MPA is the strongest I’ve encountered. I believe it is in the cultural DNA of MPA. Read More