同事交惡怎麼辦 別忘了微笑

Workers have new tasks on their to-do list: Say hello to colleagues. Don't forget to smile.

員工在他們的待辦事項清單上添了新任務：向同事問好，別忘了微笑。

Companies may be reluctant to admit their offices are anything less than pleasant, but incivility -- think belittling barbs or gruff responses -- can lead to lost productivity, creativity and talent. As employees who are forced to do more work with fewer resources become more stressed, the rudeness is ramping up. So firms are urging staffers to play nice.

公司也許不願承認他們的辦公室裏有丁點的不愉快，但是無禮的行爲——想想那些貶損他人的冷嘲熱諷或對人粗暴生硬的迴應——可能會引起生產力、創造力和才華的損失。隨着員工被迫用更少的資源做更多的工作，他們的壓力在增加，粗蠻無禮的舉動也在增加。因此各家公司都在敦促員工和氣待人。

Uncivil behavior can 'spread like a virus across teams, ' says Elizabeth Holloway, a professor of psychology at Antioch University and civility consultant.

美國安蒂奧克大學(Antioch University)的心理學教授、禮儀顧問伊麗莎白·霍洛韋(Elizabeth Holloway)說，不文明的行爲會“像病毒一樣在團隊中傳播”。

Some 96% of workers say they have experienced uncivil behavior and 98% have witnessed it, according to a continuing study by Georgetown University and Thunderbird School of Global Management of nearly 3, 000 participants.

根據美國喬治敦大學(Georgetown University)和雷鳥國際管理學院(Thunderbird School of Global Management)對近3,000名參與者進行的一項持續研究顯示，大約96%的員工說他們曾遭遇過無禮的行爲，98%的員工親眼目睹過。

Meanwhile, 25% of workers surveyed in a 1998 study said that they were treated rudely at least once a week, but a separate 2011 study showed that 50% of workers felt they were treated rudely at least once a week.

與此同時，在1998年的一項研究中，接受調查的員工裏有25%的人說他們一週至少受到過一次粗魯的待遇，而2011年的一項單獨研究顯示，50%的員工感覺自己一週至少遭遇過一次無禮之舉。

At the National Security Agency, an intelligence analyst invited workers to adorn a desktop metal tree -- the 'civilitree' -- with the names of kind co-workers as part of a yearlong agency effort to bring more warmth to the U.S. government workplace. Meanwhile, managers encouraged workers to pay someone a compliment or show up early for a meeting, by sprinkling 'challenge cards' across the cafeteria and in the restrooms. Employees who did good deeds were honored as 'civility stars, ' rewarded with plaques and, in one instance, extra time off -- all in the name of increased cordiality among colleagues, according to the NSA's director of equal employment opportunity and diversity.

在美國國家安全局(the National Security Agency,簡稱NSA)，一名情報分析員邀請員工用友善的同事的名字裝點一棵桌面上的金屬樹——“文明樹”，將其作爲這家美國政府機構歷時一年的送溫暖活動的一部分。同時，管理者在餐廳和洗手間裏到處點綴着“挑戰卡”(challenge cards)，以鼓勵員工對某人表示讚賞或者開會時早早到場。做了好事的員工會被授予“禮貌之星”(civility stars)的榮譽，得到獎章，有一次還被獎勵了額外的休假時間——按NSA負責平等就業機會與多元化的主管的話來說，這一切都是以同事間的情誼得到增強的名義開展的。

Even Dish Network Corp., which topped financial-news website 24/7 Wall St.'s list of 'the worst companies to work for' based on employee feedback, is trying to take a kinder, gentler approach.

即便是衛星電視公司(Dish Network Corp.)，這家在財經新聞網站24/7 Wall St. “最不適宜履職的公司”排行榜（依據員工的反饋排名）上高居榜首的企業也在努力走更友善、更溫和的路線。

Chief Executive Joseph Clayton, who took the helm of the satellite-television company in 2011, says he has been pushing to lighten the mood at the firm's Denver offices.

2011年開始執掌這家衛星電視公司的首席執行長約瑟夫·克萊頓(Joseph Clayton)說，他一直在公司的丹佛(Denver)事業部推動放鬆情緒的工作。

That has meant summertime concerts for employees and their families and a softened stance toward the company's strict attendance policy. The company no longer requires workers to scan in by fingerprint and gives managers more discretion to allow a parent to leave to take a child to preschool, for example.

這樣做的結果是公司爲員工和他們的家屬安排了消夏音樂會，公司嚴格的出勤政策寬鬆了一些。公司不再要求員工上班時進行指紋打卡，經理們有了更多的自由裁量權，比如，可以批准有孩子的家長請假送小孩去幼兒園。

'I wanted it to be a more fun place to work, ' Mr. Clayton says. 'I think people have a responsibility to treat everybody else the way they want to be treated.'

“我想讓它成爲一個工作起來更有樂趣的地方，”克萊頓說，“我想人們有責任以自己希望得到的待遇那樣去對待他人。”

He is quick to note that the new policies don't change Dish's core priorities, which include 'winning' and 'being incredibly driven.'

他很快注意到新政策並沒有改變衛星電視公司優先考慮的核心要素，其中包括“制勝”和“出其不意”。

But the changes are a long way from the warm-and-fuzzy corporate culture of Southwest Airlines Co., where an entire department is devoted to sending employees supportive notes when a family member is ill or congratulations when they have a baby. 'We have people here who remember our birthdays when our family members don't, ' says Ellen Torbert, the company's vice president of diversity and inclusion.

然而這些變化與美國西南航空公司(Southwest Airlines Co.)溫馨舒適的公司文化相差甚遠。在西南航空公司，專門有一整個部門負責在員工家屬生病的時候向員工發送支助通知或在他們生孩子的時候發出賀信。公司負責多元化和包容性的副總裁埃倫·託伯特(Ellen Torbert)說，“在我們的家人沒記住我們生日的時候，公司這裏有人記住了。”

And if workplaces become sullen and demoralizing? Workers in toxic environments have difficulty concentrating and processing information, says Christine Porath, who studies incivility at Georgetown's McDonough School of Business.

假如工作單位變得死氣沉沉、令人喪氣，那會出現什麼情況呢？在喬治敦大學麥克多諾商學院(McDonough School of Business)研究不文明行爲的克里斯蒂娜·波拉特(Christine Porath)說，在惡劣環境中工作的員工不容易集中精力和處理信息。

Victims of incivility dial back their work effort and are more likely to lash out, Ms. Porath says. And the costs can be steep: Networking-equipment company Cisco Systems Inc. in 2007 estimated the cost of incivility in its organization topped $8.3 million annually, Ms. Porath says. That figure takes into account turnover, employees' weakened commitment to the company and work time that was lost to worrying about future bad behavior.

波拉特說，無禮行爲的受害者會在工作上有所懈怠，他們也更容易責罵他人。波拉特還說，由此付出的代價可能會很高：2007年，網絡設備製造企業思科系統公司(Cisco Systems Inc.)估計失禮行爲每年在該公司造成的損失超過了830萬美元（約合人民幣5,063萬元），這個數字的計算包括了人員流動、員工對公司的忠誠度減弱以及因爲擔心未來的不良行爲而損失的工作時間。

Some organizations are setting rules to foster friendliness. At Louisiana's Ochsner Health System, employees are required to follow the '10/5 rule, ' making eye contact with anyone within 10 feet and greeting anyone within five feet.

有些公司在制訂規則，以培養友好氣氛。在路易斯安那州的奧克斯納衛生系統(Ochsner Health System)，員工被要求遵守“10/5規則”(10/5 rule)，與任何人在十英尺（約合3米）的範圍內都要用眼神交流，在五英尺（約合1.5米）之內要問候對方。

There is also a 'no venting' rule; a nurse upset about a missing chart or a doctor having difficulty with the computer system has to retreat to a 'safe zone' -- such as a private nursing-manager's office -- to express frustration, says Kara Greer, the health system's vice president of talent management. Employee evaluations take into consideration whether workers follow the procedure.

無禮行爲的受害員工說這是他們選擇另謀工作的主要原因。

Employees who have been on the receiving end of workplace incivility say it was a major factor in their decision to seek work elsewhere. A July survey of 1, 000 people from public-relations firm Weber Shandwick found that 26% of respondents had quit a job because of an uncivil workplace.

還有一條“不許遷怒於人”(no venting)的規則。這家衛生系統負責人才管理的副總裁卡拉·格里爾(Kara Greer)說，因找不到一份圖表而心煩意亂的護士或遇到電腦系統出問題的醫生必須回到一個“安全地帶”——比如護士長的專用辦公室——去表達不滿。員工考覈會考慮他們是否遵循了這一程序。

Not all managers believe capitalism and kindness go together. Ray Dalio, the founder of hedge fund Bridgewater Associates, implores his staff to swiftly fire people if they aren't a good fit for the firm and extols 'accurate criticisms' as more valuable than compliments, according to a document which outlines his principles, available on the Bridgewater website. The firm didn't respond to requests for comment.

在單位裏成爲無禮行爲受氣包的員工說這是他們決定到別處另謀工作的主要因素。公關公司萬博宣偉(Weber Shandwick)7月對1,000人所做的調查發現，26%的受訪者都曾經因爲無禮不友善的工作環境而辭過職。

'It is your job as a manager to get at truth and excellence, ' Mr. Dalio writes, 'not to make people happy.'

不是所有管理者都相信生財之道和善意之舉能共生共存。對衝基金公司橋水聯合基金公司(Bridgewater Associates)的創始人雷·戴利奧(Dalio)懇請他的職員，如果有人不適合這家公司，要快刀斬亂麻地將其解僱。根據在橋水聯合基金公司網站上看到的一份概述戴利奧原則的文件顯示，他鼓吹“準確的批評”比讚美之詞更有價值。該公司對予以置評的請求沒有作出迴應。