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LATEST NEWS

Bystanders and the bottom line

WORK WITH PROACTIVE

Respectful Workplace Specialist

IN THE MEDIA

'Take a quick look' - a work request needing clarification

Restorative justice in the workplace

EVENTS

Optimizing Relationships for Elected Officials

Two-day Violence Risk Assessment and Management Workshop

Four-day Violence Risk Assessment and Management Workshop

Violence Risk Assessment and Management Workshop for Post-Secondary Institutions

PUBLICATIONS

Respectful workplace - challenging the status quo

Recognize respect - vital signs

 

 
 
 
 

WELCOME

Welcome to our regular and new subscribers.

This month we bring you research on employee incivility and the negative effect it can have on how your customers view your organization.

Our latest news story Bystanders and the bottom line highlights US research that reveals how customers, who witness employee-to-employee incivility, can make life difficult for your organization.

We are also pleased to announce an exciting work opportunity for a Respectful Workplace Specialist available in our Vancouver office.

Your feedback on the latest edition of ProActive Voice and what you would like to see in future editions is welcome.

Simply email ProActive ReSolutions to let us know your feedback.

You are also welcome to forward ProActive Voice to your friends and colleagues.


Kind Regards,

Joe Moore
Managing Director
ProActive ReSolutions

LATEST NEWS

Bystanders and the bottom line


It only takes one incident of employee-to-employee incivility to be witnessed by a customer to have a detrimental affect on your firm, says a recent US study.

A customer who witnesses a single, isolated incident of employee-to-employee incivility can develop negative generalizations about other employees at the firm, the firm itself, and future encounters with the firm, says the study, 'Witnessing Incivility among Employees: Effects on Consumer Anger and Negative Inferences about Companies'.

"Interestingly…Incivility induced negative generalizations only when customers witnessed employee-to-employee incivility," says the study – published in the August 2010 US Journal of Consumer Research.

"Customer incivility toward an employee did not create these effects.

"The results underscore the importance of studying employee-to-employee incivility as opposed to incivility in general, at least as it pertains to consumers' judgments of firms."

The study suggests that organizations need to promote civility among employees and towards consumers as it will affect future customer behaviour and therefore enhance the bottom line.

Among civility promoting initiatives, the study's researchers, Christine Porath, Debbie Macinnis and Valerie Folkes, recommend improving skills in listening, conflict resolution, negotiation, dealing with difficult people, and stress management.

For the full study, visit the Social Science Research Network

To build civility skills in your workplace, visit ProActive ReSolutions

WORK WITH PROACTIVE

Respectful workplace specialist


We are currently recruiting for a full-time, fluently bi-lingual (French and English) Respectful Workplace Specialist based in our office in Vancouver, BC.

The full job description and application details are now available on the ProActive ReSolutions website.

PROACTIVE IN THE MEDIA

'Take a quick look' — a work request needing clarification


Published on WorkplaceInfo.com.au

For the full story, visit ProActive ReSolutions


Restorative justice in the workplace


Published on the UK Restorative Justice Council website

The full story can also be found at ProActive ReSolutions

EVENTS

Optimizing Relationships for Elected Officials


March 30, 2011

Council Chambers, Quesnel City Hall, 410 Kinchant Street, Quesnel, BC V2J 7J5

Presenters: Richard Hart of ProActive ReSolutions and Sandra Guarascio of Roper Greyall LLP

Learn more about this event


Two-day Violence Risk Assessment and Management Workshop


May 11 - 12, 2011

Canberra

Presenters: Dr Kelly Watt and Dr Stephen Hart of ProActive ReSolutions

Day 1: General Principles of Violence Risk Assessment and Management

Day 2: Assessing and Managing Violence Risk for Mental Illness and Personality Disorder

Learn more about this event


Four-day Violence Risk Assessment and Management Workshop


May 16 - 19, 2011

Sydney

Presenters: Dr Kelly Watt and Dr Stephen Hart of ProActive ReSolutions

Day 1: General Principles of Violence Risk Assessment and Management

Day 2: Assessing Risk for Mental Illness and Personality Disorder

Day 3: Assessing Risk for Sexual Violence

Day 4: Assessing Risk for Intimate Partner Violence and Stalking

Learn more about this event


Violence Risk Assessment and Management Workshop for Post-Secondary Institutions


May 30 to June 3

Lower Mainland of British Columbia (Location TBD)

Presenters: Dr. Stephen Hart and Dr. Kelly Watt

Learn more about this event

PUBLICATIONS

Respectful workplace - challenging the status quo


A plain-English fact sheet to help you and your colleagues reap the benefits of direct conversations about difficult behaviours in the workplace.

View the fact sheet


Recognize respect - vital signs


A plain-English fact sheet that lists and explains the 12 vital signs of workplace respect, and explains how to praise respectful behaviour.

View the fact sheet

 
   
 

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© COPYRIGHT 2010: ProActive ReSolutions Inc is the sole owner of all intellectual property, all trademarks and copyrights associated with names, products, and services of ProActive ReSolutions Conferencing and ProActive ReSolutions Inc. This publication may be copied, reproduced and distributed on the condition that it is copied, reproduced and distributed not for profit and the source is acknowledged.