Andersson and Pearson's analysis of workplace incivility is useful because it departs from the notion that workplace aggression consists of single acts, and shows how thoughtless utterances may indeed be the beginning of a violent confrontation. They acknowledge the difficulty with researching and developing measures of incivility,
They propose that a work environment characterized by uncivil behaviors can make workers miserable and lead to high turnover and lower productivity. They caution supervisors to scrutinize their own verbal and nonverbal behaviors in the presence of employees and urge human resource professionals to work with line managers to address issues in the workplace that might trigger rude behaviors and create an environment of hostility and interpersonal conflicts.
Can we all get along? The interpersonal challenge at work
The Academy of Management Executive.
Nov 2000. Vol. 14, Iss. 4;
Andersson, L., & Pearson, C. 1999. "Tit for tat? The spiraling effect of incivility in the workplace." Academy of Management Review, 24: 452-471.