25 Questions
What is one example of an intervention approach at the individual worker level mentioned in the text?
De-escalation training
Who are some professionals that commonly receive violence prevention training involving de-escalation techniques?
Law enforcement professionals
Why is it important for workers to be able to identify and respond civilly when personal interactions start becoming uncivil?
To de-escalate the situation
Why is it mentioned in the text that many people have a hard time recognizing when they should apologize in interpersonal disputes?
As a defense mechanism
Why is there often a need to address civility in workgroups according to the text?
Due to the contagious nature of incivility
What is a recommended first step toward reducing incivility at work?
Educate workers on acceptable and unacceptable behaviors
Which type of training can help workers understand inappropriate behavior?
Sexual harassment training
What can help workers effectively manage reactions that may lead to incivility?
Emotion regulation techniques
Which of the following is NOT a suggested strategy for handling difficult interpersonal situations at work?
Implementing punitive measures
What can bolster feelings of control and empowerment in workers facing difficult interpersonal situations?
Emotion regulation techniques
What is the defining characteristic of workplace incivility according to Andersson & Pearson?
Ambiguous intent to harm
Which of the following behaviors is NOT considered workplace incivility based on the provided text?
Professional language
According to Andersson and Pearson, what can 'low-intensity' acts of incivility potentially lead to?
Escalation into more serious offenses
What is the term used by Andersson and Pearson to describe the phenomenon when an uncivil act escalates due to retaliation?
Incivility spiral
Why are low-intensity acts of incivility considered pervasive in the workplace environment?
The ambiguity in intent makes them difficult to recognize and address
What is one way organizations can protect and promote WHSWB?
Establishing formal policies for handling incivility incidents
What is a key element in fostering positive work relationships?
Reinforcing values of civility formally and informally
Why is it important for victims of mistreatment incidents to have opportunities to voice concerns safely?
To feel a sense of control and minimize negative personal outcomes
What can happen if organizations fail to respond to concerns about mistreatment incidents?
Victims feel unheard, and uncivil behavior goes unaddressed
How do formal policies and practices contribute to minimizing harassment and incivility in organizations?
By setting a clear framework for handling incivility regardless of perpetrators or targets
What are the two general responsibilities of leaders and organizations to reduce interpersonal mistreatment?
Promoting a positive work environment and establishing formal policies for handling incivility
What can help reveal subtle warning signs of uncivil behavior?
Conducting thorough background and reference checks, resume reviews, and interviews
Why is managing psychosocial work demands particularly important in reducing interpersonal mistreatment?
To address the strong driver of negative emotion and conflict
Which factors are predictive of civil or uncivil behavior in individuals?
Ability to handle stress and control negative emotions
What should organizations do to make interpersonal mistreatment less likely?
Modify some aspects of the work environment
Explore the concept of de-escalation training as an approach to reducing negative reactions or harm caused by incivility at the individual worker level. Learn how this training can be beneficial for workers at risk of hostile interactions, especially with clients, customers, or patients.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
