Lewena Bayer - The 30% Solution

Published by Motivational Press, Inc.

1777 Aurora Road

Melbourne, Florida, 32935

www.MotivationalPress.com

Copyright 2016 by Lew Bayer

All Rights Reserved

No part of this book may be reproduced or transmitted in any form by any means: graphic, electronic, or mechanical, including photocopying, recording, taping or by any information storage or retrieval system without permission, in writing, from the authors, except for the inclusion of brief quotations in a review, article, book, or academic paper. The authors and publisher of this book and the associated materials have used their best efforts in preparing this material. The authors and publisher make no representations or warranties with respect to accuracy, applicability, fitness or completeness of the contents of this material. They disclaim any warranties expressed or implied, merchantability, or fitness for any particular purpose. The authors and publisher shall in no event be held liable for any loss or other damages, including but not limited to special, incidental, consequential, or other damages. If you have any questions or concerns, the advice of a competent professional should be sought.

Manufactured in the United States of America.

ISBN: 978-1-62865-267-3

Dedications

To my parents, Ted and Linda Sheard, and Bob and Mariette Bayer, its the examples all of you have set, the generosity youve each exhibited ongoing to me and to others, and the unrelenting respect, restraint, and responsibility you each exhibit daily that make me believe there is good in the world. Truly, civility starts at home.

To my friend Michelle Painchaud who even while managing incredible challenges in her life, always thinks of others. Michelle, your strength of character, your positivity, and your thoughtfulness never cease to amaze me.

To my brother Stephen Sheard who has endured many incivilities over the years with grace and humanity. Your ability to overcome, to accept people for who they are, and to live and give without judgment inspires me. Im so grateful to have you in my life.

To my husband Brad Bayer who for twenty plus years has supported me with love and kindness and made countless sacrifices so that I could pursue my professional goals. Bear, thank you for co-authoring my life story and I look forward to what the next chapter brings.

And lastly, to my beautiful daughter Denby Bayer, through your very wise 14 year old eyes, I see the hope and joy the future holds. If I ever need a reason to bring my best self to every opportunity, every conversation, and every interaction, every day- youre it. I love you like crazy cakes.

Acknowledgements

Kent Roberts, Co-founder and Director of the Civility Center www.civiltycenter.org . You inspire me with your dedication to building better communities. I am grateful for your mentorship and generosity of spirit.

My admiration and respect to Russ Charvonia, who in choosing civility and taking the road less traveled started a civility movement in his organization.

Justin Sachs, CEO Motivational Press. Thanks to you and your team for your mentorship, patience and support throughout the process of bringing The 30% Solution to print. www.motivationalpress.com

Kara Wright, Operations Manager at Workplace Education Manitoba, www.wem.mb.ca . Your approach to leadership exemplifies civility. Im hard pressed to recall a day when I didnt learn something from you.

Sandi Howell, my gratitude for your having taught me the power of Essential Skills and for pushing me to thinking differently. Im proud to have worked with you.

To Olen Juarez-Lim who has been my trusted friend and colleague for many years, thank you for your contribution on Professional Presence. Truly, one need only be in the room with you to understand that civility is who you are, not just something you do.

Overview

The 30% Solution - How Civility at Work Increases Retention, Engagement and Profitability , provides essential information, facts, stories, insights from the field, and practical tips related to the business of civility. The book represents a ready-to-use tool kit with practical applications for:

Business consultants

Performance and productivity analysts

Workplace trainers

Social and communication training facilitators

Customer service experts

Business owners, managers, supervisors, and individuals who want to build a better workplace

After reading this book, you can immediately start building a culture of civility in your workplace by incorporating some or all of the tools provided in the book, including:

Ap plying insights from the leading civility experts to your current workplace

Identifying and adopting a practical definition of civility

Assessing the extent to which incivility is impacting your bottom line

Understanding trends and other influences that are impacting how we work

Incorporating training plans that build 4 core competencies essential to fostering civility at work

Reviewing up-to-date resources, recommended reading, and reference materials to help you build your expertise in the area of civility

Utilizing tip sheets, checklists, quizzes, mini-assessments and other tools provided in the book

How to use this book:

It is strongly recommended that you read the entire book beginning to end so that you can understand better how all the elements fit together. Then, review the chapters one-by-one and complete any practice sheets or recommended reading that might be included. And take time to review the sources and resources at the end of the book- these will help you as you choose civility for yourself, your team, and your organization.

Chapter 1

Time for Change

W e are smack in the middle of a civility crises. With research on both Canadian and U.S. companies showing that a whopping 98% of people have experienced uncivil behavior on the job, rudeness in the workplace is systemic and epidemic. Evidence that the incivility virus impacts among other things: our productivity, our ability to work together, our creativity, and our health, is growing every day.

And incivility isnt just a North American problem. A few examples:

A study of British workers found that 40% had experienced incivility or disrespect over a two-year period, with such behavior particularly common in the public sector.

In a study of Australian workers, researchers from Edith Cowan University found that 70% had experienced rudeness or mistreatment by their coworkers.

A Canadian study by Bar-David Consulting and Canadian HR Reporter shows incivility affects key business indicators as reported by Human Resource professionals:

0% say it hurts collaboration

78% say it affects talent retention

52% say it affects brand reputation

92% agree incivility has negative effects on productivity

80% report an impact on absenteeism .

Data collected from employees from various organizations in Singapore shows that incivility is not a rare phenomenon in Asian cultures.

Results of study of Korean workplaces offered evidence of a positive relationship between the experience of workplace incivility and the intention to leave the organization. More specifically, it was found that if one experiences workplace incivility, then he/she is more likely to leave the organization.

Im sure if we kept digging we could find statistics about the negative impact of incivility in workplaces around the globe.

One of the statistics I found particularly concerning was that 43% of Millennials (generation born 1980s to early 2000) reported expecting to experience incivility in the next 24 hours. Not surprising really, as the study also showed that regardless of our age, most of us experience incivility an average of 2.4 times a day. Its no wonder then, that more than 50% of people polled said they believe civility will get worse in the next few years.