It was probably a matter of time. During the post-COVID 19 era, employees working remote have become commonplace. Even for those dedicated souls working in the office, communications usually take place via email, Teams, Zoom, Slack, and similar virtual programs. With increased virtual use has come an increase in uncivil behavior. We’ve all heard of online trolls, but it seems those trolls are now permeating workplace online communications, leading to a toxic atmosphere.
This increase in virtual hostility evidently stems from online disinhibition, a growing phenomenon where people feel more comfortable being rude and harsh than they would during an in-person meeting. In addition, the inability to temper the effects of a rude comment with a facial expressions or body language is unavailable online, making the email seem worse than it is. Thus, the email’s recipient is more likely to overreact to the sender.
There are different types of virtual incivility, including capitalization in an email to “yell,” giving unreasonably harsh feedback via Teams, or repeatedly messaging someone. And don’t get us started on certain politicians’ messages in social media. These behaviors qualify as “active incivility.” On the opposite end of the spectrum is “passive incivility,” to include ignoring a coworker’s Teams or email messages.
The negative impacts of virtual incivility are significant. Workers become distracted and unnecessarily contemplate the meaning behind rude messages. Such distractions lead to poor productivity and morale. Increased toxicity in the workplace creates dysfunction leading to counterproductive behavior.
Employers can take steps to reduce the virtual incivility cycle by promoting more civil forms of communication. HR directors should provide clear expectations about respectful and professional communications. Companies could consider incivility training to establish expectations. There should also be a formal and confidential process for investigating reports of uncivil virtual communications.
In this brave virtual world we now live in, managers should carefully consider how to deliver emails that could be stressful to employees. Would it be more productive to deliver information through Zoom or Teams as opposed to email, allowing employees to better understand the information? Such formats would allow employees the opportunity to ask immediate questions for clarification.
Sending employees periodic and anonymous surveys is one way to determine how prominent this virtual behavior may be taking place. If multiple employees report virtual incivility, then employers will need to take action.
In today’s increasingly digital landscape, virtual incivility presents a significant challenge. While embracing the flexibility of remote work, organizations must also recognize and address the nuances of online communication.
The information and opinions expressed are for educational purposes only and are based on current practice, industry-related knowledge and business expertise. The information provided shall not be construed as legal advice, express or implied.