[Script Info]
Title: 
[Events]
Format: Layer, Start, End, Style, Name, MarginL, MarginR, MarginV, Effect, Text
Dialogue: 0,0:00:00.93,0:00:02.64,Default,,0000,0000,0000,,Who do you want to be?
Dialogue: 0,0:00:03.32,0:00:05.30,Default,,0000,0000,0000,,It's a simple question,
Dialogue: 0,0:00:05.32,0:00:07.07,Default,,0000,0000,0000,,and whether you know it or not,
Dialogue: 0,0:00:07.10,0:00:10.36,Default,,0000,0000,0000,,you're answering it every day\Nthrough your actions.
Dialogue: 0,0:00:10.97,0:00:15.44,Default,,0000,0000,0000,,This one question will define\Nyour professional success
Dialogue: 0,0:00:15.47,0:00:17.49,Default,,0000,0000,0000,,more than any other,
Dialogue: 0,0:00:17.52,0:00:21.50,Default,,0000,0000,0000,,because how you show up\Nand treat people means everything.
Dialogue: 0,0:00:22.12,0:00:26.32,Default,,0000,0000,0000,,Either you lift people up\Nby respecting them,
Dialogue: 0,0:00:26.34,0:00:30.40,Default,,0000,0000,0000,,making them feel valued,\Nappreciated and heard,
Dialogue: 0,0:00:31.03,0:00:35.97,Default,,0000,0000,0000,,or you hold people down\Nby making them feel small,
Dialogue: 0,0:00:35.99,0:00:39.87,Default,,0000,0000,0000,,insulted, disregarded or excluded.
Dialogue: 0,0:00:40.31,0:00:43.88,Default,,0000,0000,0000,,And who you choose to be means everything.
Dialogue: 0,0:00:44.63,0:00:47.60,Default,,0000,0000,0000,,I study the effects\Nof incivility on people.
Dialogue: 0,0:00:47.63,0:00:49.31,Default,,0000,0000,0000,,What is incivility?
Dialogue: 0,0:00:49.34,0:00:51.28,Default,,0000,0000,0000,,It's disrespect or rudeness.
Dialogue: 0,0:00:51.62,0:00:53.98,Default,,0000,0000,0000,,It includes a lot of different behaviors,
Dialogue: 0,0:00:54.01,0:00:56.36,Default,,0000,0000,0000,,from mocking or belittling someone
Dialogue: 0,0:00:56.38,0:00:58.92,Default,,0000,0000,0000,,to teasing people in ways that sting
Dialogue: 0,0:00:58.95,0:01:00.81,Default,,0000,0000,0000,,to telling offensive jokes
Dialogue: 0,0:01:00.83,0:01:02.64,Default,,0000,0000,0000,,to texting in meetings.
Dialogue: 0,0:01:02.66,0:01:07.06,Default,,0000,0000,0000,,And what's uncivil to one person\Nmay be absolutely fine to another.
Dialogue: 0,0:01:07.41,0:01:10.08,Default,,0000,0000,0000,,Take texting while someone's\Nspeaking to you.
Dialogue: 0,0:01:10.11,0:01:12.27,Default,,0000,0000,0000,,Some of us may find it rude,
Dialogue: 0,0:01:12.29,0:01:15.15,Default,,0000,0000,0000,,others may think it's absolutely civil.
Dialogue: 0,0:01:15.17,0:01:16.83,Default,,0000,0000,0000,,So it really depends.
Dialogue: 0,0:01:16.86,0:01:21.91,Default,,0000,0000,0000,,It's all in the eyes of the beholder\Nand whether that person felt disrespected.
Dialogue: 0,0:01:22.75,0:01:25.54,Default,,0000,0000,0000,,We may not mean to make\Nsomeone feel that way,
Dialogue: 0,0:01:25.56,0:01:28.50,Default,,0000,0000,0000,,but when we do, it has consequences.
Dialogue: 0,0:01:29.74,0:01:31.63,Default,,0000,0000,0000,,Over 22 years ago,
Dialogue: 0,0:01:31.65,0:01:35.16,Default,,0000,0000,0000,,I vividly recall walking into\Nthis stuffy hospital room.
Dialogue: 0,0:01:35.90,0:01:41.92,Default,,0000,0000,0000,,It was heartbreaking to see my dad,\Nthis strong, athletic, energetic guy,
Dialogue: 0,0:01:41.94,0:01:45.63,Default,,0000,0000,0000,,lying in the bed with electrodes\Nstrapped to his bare chest.
Dialogue: 0,0:01:46.55,0:01:49.37,Default,,0000,0000,0000,,What put him there\Nwas work-related stress.
Dialogue: 0,0:01:50.03,0:01:52.05,Default,,0000,0000,0000,,For over a decade,
Dialogue: 0,0:01:52.08,0:01:55.44,Default,,0000,0000,0000,,he suffered an uncivil boss.
Dialogue: 0,0:01:57.24,0:02:01.56,Default,,0000,0000,0000,,And for me, I thought he was\Njust an outlier at that time.
Dialogue: 0,0:02:02.38,0:02:04.87,Default,,0000,0000,0000,,But just a couple years later,
Dialogue: 0,0:02:04.89,0:02:07.78,Default,,0000,0000,0000,,I witnessed and experienced\Na lot of incivility
Dialogue: 0,0:02:07.81,0:02:09.52,Default,,0000,0000,0000,,in my first job out of college.
Dialogue: 0,0:02:10.44,0:02:12.86,Default,,0000,0000,0000,,I spent a year going to work every day
Dialogue: 0,0:02:12.89,0:02:15.23,Default,,0000,0000,0000,,and hearing things from coworkers like,
Dialogue: 0,0:02:15.25,0:02:18.47,Default,,0000,0000,0000,,"Are you an idiot?\NThat's not how it's done,"
Dialogue: 0,0:02:18.49,0:02:21.92,Default,,0000,0000,0000,,and, "If I wanted your opinion, I'd ask."
Dialogue: 0,0:02:23.02,0:02:25.84,Default,,0000,0000,0000,,So I did the natural thing.
Dialogue: 0,0:02:25.86,0:02:29.84,Default,,0000,0000,0000,,I quit, and I went back to grad school\Nto study the effects of this.
Dialogue: 0,0:02:30.44,0:02:32.70,Default,,0000,0000,0000,,There, I met Christine Pearson.
Dialogue: 0,0:02:33.22,0:02:36.87,Default,,0000,0000,0000,,And she had a theory\Nthat small, uncivil actions
Dialogue: 0,0:02:36.89,0:02:39.28,Default,,0000,0000,0000,,can lead to much bigger problems
Dialogue: 0,0:02:39.31,0:02:41.41,Default,,0000,0000,0000,,like aggression and violence.
Dialogue: 0,0:02:41.91,0:02:45.90,Default,,0000,0000,0000,,We believed that incivility affected\Nperformance and the bottom line.
Dialogue: 0,0:02:45.92,0:02:49.66,Default,,0000,0000,0000,,So we launched a study,\Nand what we found was eye-opening.
Dialogue: 0,0:02:50.38,0:02:53.05,Default,,0000,0000,0000,,We sent a survey to business school alumni
Dialogue: 0,0:02:53.08,0:02:55.47,Default,,0000,0000,0000,,working in all different organizations.
Dialogue: 0,0:02:55.49,0:02:57.97,Default,,0000,0000,0000,,We asked them to write a few sentences
Dialogue: 0,0:02:57.99,0:03:01.00,Default,,0000,0000,0000,,about one experience\Nwhere they were treated rudely,
Dialogue: 0,0:03:01.03,0:03:03.62,Default,,0000,0000,0000,,disrespectfully or insensitively,
Dialogue: 0,0:03:03.64,0:03:06.63,Default,,0000,0000,0000,,and to answer questions\Nabout how they reacted.
Dialogue: 0,0:03:08.62,0:03:12.39,Default,,0000,0000,0000,,One person told us about a boss\Nthat made insulting statements like,
Dialogue: 0,0:03:12.42,0:03:14.07,Default,,0000,0000,0000,,"That's kindergartner's work,"
Dialogue: 0,0:03:14.77,0:03:19.28,Default,,0000,0000,0000,,and another tore up someone's work\Nin front of the entire team.
Dialogue: 0,0:03:19.75,0:03:24.16,Default,,0000,0000,0000,,And what we found is that incivility\Nmade people less motivated:
Dialogue: 0,0:03:24.18,0:03:27.42,Default,,0000,0000,0000,,66 percent cut back work efforts,
Dialogue: 0,0:03:27.44,0:03:30.46,Default,,0000,0000,0000,,80 percent lost time\Nworrying about what happened,
Dialogue: 0,0:03:30.49,0:03:33.48,Default,,0000,0000,0000,,and 12 percent left their job.
Dialogue: 0,0:03:34.51,0:03:38.18,Default,,0000,0000,0000,,And after we published these results,\Ntwo things happened.
Dialogue: 0,0:03:38.20,0:03:40.89,Default,,0000,0000,0000,,One, we got calls from organizations.
Dialogue: 0,0:03:41.50,0:03:43.28,Default,,0000,0000,0000,,Cisco read about these numbers,
Dialogue: 0,0:03:43.30,0:03:47.85,Default,,0000,0000,0000,,took just a few of these\Nand estimated, conservatively,
Dialogue: 0,0:03:47.87,0:03:51.11,Default,,0000,0000,0000,,that incivility was costing them\N12 million dollars a year.
Dialogue: 0,0:03:51.96,0:03:56.70,Default,,0000,0000,0000,,The second thing that happened was,\Nwe heard from others in our academic field
Dialogue: 0,0:03:56.72,0:04:01.37,Default,,0000,0000,0000,,who said, "Well, people are reporting\Nthis, but how can you really show it?
Dialogue: 0,0:04:01.39,0:04:03.93,Default,,0000,0000,0000,,Does people's performance really suffer?"
Dialogue: 0,0:04:04.71,0:04:06.59,Default,,0000,0000,0000,,I was curious about that, too.
Dialogue: 0,0:04:07.05,0:04:11.29,Default,,0000,0000,0000,,With Amir Erez, I compared\Nthose that experienced incivility
Dialogue: 0,0:04:11.31,0:04:14.09,Default,,0000,0000,0000,,to those that didn't\Nexperience incivility.
Dialogue: 0,0:04:14.11,0:04:17.79,Default,,0000,0000,0000,,And what we found is that those\Nthat experience incivility
Dialogue: 0,0:04:17.82,0:04:20.47,Default,,0000,0000,0000,,do actually function much worse.
Dialogue: 0,0:04:21.57,0:04:23.98,Default,,0000,0000,0000,,"OK," you may say. "This makes sense.
Dialogue: 0,0:04:24.01,0:04:27.36,Default,,0000,0000,0000,,After all, it's natural\Nthat their performance suffers."
Dialogue: 0,0:04:28.39,0:04:31.57,Default,,0000,0000,0000,,But what about if you're not\Nthe one who experiences it?
Dialogue: 0,0:04:32.20,0:04:34.28,Default,,0000,0000,0000,,What if you just see or hear it?
Dialogue: 0,0:04:34.86,0:04:36.36,Default,,0000,0000,0000,,You're a witness.
Dialogue: 0,0:04:36.38,0:04:38.92,Default,,0000,0000,0000,,We wondered if it affected witnesses, too.
Dialogue: 0,0:04:39.81,0:04:41.08,Default,,0000,0000,0000,,So we conducted studies
Dialogue: 0,0:04:41.10,0:04:44.70,Default,,0000,0000,0000,,where five participants would witness\Nan experimenter act rudely
Dialogue: 0,0:04:44.72,0:04:47.18,Default,,0000,0000,0000,,to someone who arrived late to the study.
Dialogue: 0,0:04:47.68,0:04:50.38,Default,,0000,0000,0000,,The experimenter said,\N"What is it with you?
Dialogue: 0,0:04:50.41,0:04:52.68,Default,,0000,0000,0000,,You arrive late, you're irresponsible.
Dialogue: 0,0:04:52.71,0:04:55.94,Default,,0000,0000,0000,,Look at you! How do you expect\Nto hold a job in the real world?"
Dialogue: 0,0:04:57.01,0:04:59.27,Default,,0000,0000,0000,,And in another study in a small group,
Dialogue: 0,0:04:59.29,0:05:02.65,Default,,0000,0000,0000,,we tested the effects of a peer\Ninsulting a group member.
Dialogue: 0,0:05:03.44,0:05:05.82,Default,,0000,0000,0000,,Now, what we found was really interesting,
Dialogue: 0,0:05:05.85,0:05:08.52,Default,,0000,0000,0000,,because witnesses'\Nperformance decreased, too --
Dialogue: 0,0:05:08.54,0:05:12.31,Default,,0000,0000,0000,,and not just marginally,\Nquite significantly.
Dialogue: 0,0:05:14.16,0:05:16.02,Default,,0000,0000,0000,,Incivility is a bug.
Dialogue: 0,0:05:16.58,0:05:18.20,Default,,0000,0000,0000,,It's contagious,
Dialogue: 0,0:05:18.22,0:05:22.06,Default,,0000,0000,0000,,and we become carriers of it\Njust by being around it.
Dialogue: 0,0:05:22.52,0:05:25.11,Default,,0000,0000,0000,,And this isn't confined to the workplace.
Dialogue: 0,0:05:25.14,0:05:27.66,Default,,0000,0000,0000,,We can catch this virus anywhere --
Dialogue: 0,0:05:27.68,0:05:32.13,Default,,0000,0000,0000,,at home, online, in schools\Nand in our communities.
Dialogue: 0,0:05:33.07,0:05:37.59,Default,,0000,0000,0000,,It affects our emotions,\Nour motivation, our performance
Dialogue: 0,0:05:37.61,0:05:38.98,Default,,0000,0000,0000,,and how we treat others.
Dialogue: 0,0:05:39.53,0:05:43.31,Default,,0000,0000,0000,,It even affects our attention\Nand can take some of our brainpower.
Dialogue: 0,0:05:44.28,0:05:47.86,Default,,0000,0000,0000,,And this happens not only\Nif we experience incivility
Dialogue: 0,0:05:47.88,0:05:49.43,Default,,0000,0000,0000,,or we witness it.
Dialogue: 0,0:05:49.45,0:05:53.27,Default,,0000,0000,0000,,It can happen even if we\Njust see or read rude words.
Dialogue: 0,0:05:54.03,0:05:56.06,Default,,0000,0000,0000,,Let me give you an example of what I mean.
Dialogue: 0,0:05:57.42,0:06:00.52,Default,,0000,0000,0000,,To test this, we gave people\Ncombinations of words
Dialogue: 0,0:06:00.55,0:06:02.03,Default,,0000,0000,0000,,to use to make a sentence.
Dialogue: 0,0:06:02.59,0:06:04.32,Default,,0000,0000,0000,,But we were very sneaky.
Dialogue: 0,0:06:04.85,0:06:10.33,Default,,0000,0000,0000,,Half the participants got a list\Nwith 15 words used to trigger rudeness:
Dialogue: 0,0:06:10.36,0:06:14.82,Default,,0000,0000,0000,,impolitely, interrupt, obnoxious, bother.
Dialogue: 0,0:06:15.41,0:06:18.13,Default,,0000,0000,0000,,Half the participants\Nreceived a list of words
Dialogue: 0,0:06:18.15,0:06:20.34,Default,,0000,0000,0000,,with none of these rude triggers.
Dialogue: 0,0:06:20.95,0:06:23.71,Default,,0000,0000,0000,,And what we found was really surprising,
Dialogue: 0,0:06:23.74,0:06:26.14,Default,,0000,0000,0000,,because the people who got the rude words
Dialogue: 0,0:06:26.16,0:06:30.47,Default,,0000,0000,0000,,were five times more likely to miss\Ninformation right in front of them
Dialogue: 0,0:06:30.50,0:06:31.85,Default,,0000,0000,0000,,on the computer screen.
Dialogue: 0,0:06:32.67,0:06:34.74,Default,,0000,0000,0000,,And as we continued this research,
Dialogue: 0,0:06:34.76,0:06:38.12,Default,,0000,0000,0000,,what we found is that those\Nthat read the rude words
Dialogue: 0,0:06:38.14,0:06:40.10,Default,,0000,0000,0000,,took longer to make decisions,
Dialogue: 0,0:06:40.13,0:06:41.87,Default,,0000,0000,0000,,to record their decisions,
Dialogue: 0,0:06:41.90,0:06:44.41,Default,,0000,0000,0000,,and they made significantly more errors.
Dialogue: 0,0:06:45.26,0:06:46.98,Default,,0000,0000,0000,,This can be a big deal,
Dialogue: 0,0:06:46.100,0:06:50.29,Default,,0000,0000,0000,,especially when it comes\Nto life-and-death situations.
Dialogue: 0,0:06:50.89,0:06:54.65,Default,,0000,0000,0000,,Steve, a physician, told me\Nabout a doctor that he worked with
Dialogue: 0,0:06:54.67,0:06:56.40,Default,,0000,0000,0000,,who was never very respectful,
Dialogue: 0,0:06:56.42,0:06:58.85,Default,,0000,0000,0000,,especially to junior staff and nurses.
Dialogue: 0,0:06:59.38,0:07:02.78,Default,,0000,0000,0000,,But Steve told me about\Nthis one particular interaction
Dialogue: 0,0:07:02.81,0:07:05.55,Default,,0000,0000,0000,,where this doctor shouted\Nat a medical team.
Dialogue: 0,0:07:06.54,0:07:08.34,Default,,0000,0000,0000,,Right after the interaction,
Dialogue: 0,0:07:08.36,0:07:11.91,Default,,0000,0000,0000,,the team gave the wrong dosage\Nof medication to their patient.
Dialogue: 0,0:07:13.29,0:07:17.12,Default,,0000,0000,0000,,Steve said the information\Nwas right there on the chart,
Dialogue: 0,0:07:17.14,0:07:20.39,Default,,0000,0000,0000,,but somehow everyone\Non the team missed it.
Dialogue: 0,0:07:21.31,0:07:24.96,Default,,0000,0000,0000,,He said they lacked the attention\Nor awareness to take it into account.
Dialogue: 0,0:07:25.70,0:07:27.32,Default,,0000,0000,0000,,Simple mistake, right?
Dialogue: 0,0:07:27.80,0:07:29.30,Default,,0000,0000,0000,,Well, that patient died.
Dialogue: 0,0:07:30.46,0:07:33.64,Default,,0000,0000,0000,,Researchers in Israel have actually shown
Dialogue: 0,0:07:33.66,0:07:36.15,Default,,0000,0000,0000,,that medical teams exposed to rudeness
Dialogue: 0,0:07:36.17,0:07:39.61,Default,,0000,0000,0000,,perform worse not only\Nin all their diagnostics,
Dialogue: 0,0:07:39.63,0:07:41.76,Default,,0000,0000,0000,,but in all the procedures they did.
Dialogue: 0,0:07:42.61,0:07:45.78,Default,,0000,0000,0000,,This was mainly because\Nthe teams exposed to rudeness
Dialogue: 0,0:07:45.80,0:07:48.23,Default,,0000,0000,0000,,didn't share information as readily,
Dialogue: 0,0:07:48.25,0:07:51.10,Default,,0000,0000,0000,,and they stopped seeking\Nhelp from their teammates.
Dialogue: 0,0:07:51.13,0:07:55.01,Default,,0000,0000,0000,,And I see this not only in medicine\Nbut in all industries.
Dialogue: 0,0:07:56.58,0:07:59.64,Default,,0000,0000,0000,,So if incivility has such a huge cost,
Dialogue: 0,0:07:59.66,0:08:01.67,Default,,0000,0000,0000,,why do we still see so much of it?
Dialogue: 0,0:08:02.64,0:08:05.56,Default,,0000,0000,0000,,I was curious, so we surveyed\Npeople about this, too.
Dialogue: 0,0:08:06.07,0:08:08.93,Default,,0000,0000,0000,,The number one reason is stress.
Dialogue: 0,0:08:08.96,0:08:10.67,Default,,0000,0000,0000,,People feel overwhelmed.
Dialogue: 0,0:08:11.85,0:08:14.53,Default,,0000,0000,0000,,The other reason that people\Nare not more civil
Dialogue: 0,0:08:14.55,0:08:17.33,Default,,0000,0000,0000,,is because they're skeptical\Nand even concerned
Dialogue: 0,0:08:17.35,0:08:19.98,Default,,0000,0000,0000,,about being civil or appearing nice.
Dialogue: 0,0:08:20.00,0:08:22.53,Default,,0000,0000,0000,,They believe they'll appear\Nless leader-like.
Dialogue: 0,0:08:22.55,0:08:25.49,Default,,0000,0000,0000,,They wonder: Do nice guys finish last?
Dialogue: 0,0:08:26.04,0:08:28.98,Default,,0000,0000,0000,,Or in other words: Do jerks get ahead?
Dialogue: 0,0:08:29.00,0:08:30.30,Default,,0000,0000,0000,,(Laughter)
Dialogue: 0,0:08:31.09,0:08:32.58,Default,,0000,0000,0000,,It's easy to think so,
Dialogue: 0,0:08:32.60,0:08:35.52,Default,,0000,0000,0000,,especially when we see\Na few prominent examples
Dialogue: 0,0:08:35.55,0:08:37.52,Default,,0000,0000,0000,,that dominate the conversation.
Dialogue: 0,0:08:38.47,0:08:41.25,Default,,0000,0000,0000,,Well, it turns out,\Nin the long run, they don't.
Dialogue: 0,0:08:42.06,0:08:46.04,Default,,0000,0000,0000,,There's really rich research on this\Nby Morgan McCall and Michael Lombardo
Dialogue: 0,0:08:46.06,0:08:48.70,Default,,0000,0000,0000,,when they were at\Nthe Center for Creative Leadership.
Dialogue: 0,0:08:48.73,0:08:53.54,Default,,0000,0000,0000,,They found that the number one reason\Ntied to executive failure
Dialogue: 0,0:08:53.56,0:08:57.20,Default,,0000,0000,0000,,was an insensitive, abrasive\Nor bullying style.
Dialogue: 0,0:08:58.43,0:09:02.79,Default,,0000,0000,0000,,There will always be some outliers\Nthat succeed despite their incivility.
Dialogue: 0,0:09:02.82,0:09:04.38,Default,,0000,0000,0000,,Sooner or later, though,
Dialogue: 0,0:09:04.40,0:09:07.42,Default,,0000,0000,0000,,most uncivil people\Nsabotage their success.
Dialogue: 0,0:09:08.22,0:09:10.21,Default,,0000,0000,0000,,For example, with uncivil executives,
Dialogue: 0,0:09:10.23,0:09:13.28,Default,,0000,0000,0000,,it comes back to hurt them\Nwhen they're in a place of weakness
Dialogue: 0,0:09:13.31,0:09:14.72,Default,,0000,0000,0000,,or they need something.
Dialogue: 0,0:09:14.75,0:09:16.53,Default,,0000,0000,0000,,People won't have their backs.
Dialogue: 0,0:09:17.80,0:09:19.72,Default,,0000,0000,0000,,But what about nice guys?
Dialogue: 0,0:09:19.74,0:09:21.39,Default,,0000,0000,0000,,Does civility pay?
Dialogue: 0,0:09:21.41,0:09:23.17,Default,,0000,0000,0000,,Yes, it does.
Dialogue: 0,0:09:23.85,0:09:28.26,Default,,0000,0000,0000,,And being civil doesn't just mean\Nthat you're not a jerk.
Dialogue: 0,0:09:28.29,0:09:32.15,Default,,0000,0000,0000,,Not holding someone down\Nisn't the same as lifting them up.
Dialogue: 0,0:09:32.60,0:09:35.84,Default,,0000,0000,0000,,Being truly civil means\Ndoing the small things,
Dialogue: 0,0:09:35.86,0:09:38.91,Default,,0000,0000,0000,,like smiling and saying\Nhello in the hallway,
Dialogue: 0,0:09:38.94,0:09:41.82,Default,,0000,0000,0000,,listening fully when\Nsomeone's speaking to you.
Dialogue: 0,0:09:42.26,0:09:44.29,Default,,0000,0000,0000,,Now, you can have strong opinions,
Dialogue: 0,0:09:44.32,0:09:49.33,Default,,0000,0000,0000,,disagree, have conflict\Nor give negative feedback civilly,
Dialogue: 0,0:09:49.36,0:09:50.85,Default,,0000,0000,0000,,with respect.
Dialogue: 0,0:09:50.87,0:09:53.28,Default,,0000,0000,0000,,Some people call it "radical candor,"
Dialogue: 0,0:09:53.31,0:09:54.79,Default,,0000,0000,0000,,where you care personally,
Dialogue: 0,0:09:54.82,0:09:56.59,Default,,0000,0000,0000,,but you challenge directly.
Dialogue: 0,0:09:57.61,0:10:00.02,Default,,0000,0000,0000,,So yes, civility pays.
Dialogue: 0,0:10:00.47,0:10:03.37,Default,,0000,0000,0000,,In a biotechnology firm,\Ncolleagues and I found
Dialogue: 0,0:10:03.39,0:10:05.47,Default,,0000,0000,0000,,that those that were seen as civil
Dialogue: 0,0:10:05.49,0:10:08.13,Default,,0000,0000,0000,,were twice as likely\Nto be viewed as leaders,
Dialogue: 0,0:10:08.15,0:10:10.45,Default,,0000,0000,0000,,and they performed significantly better.
Dialogue: 0,0:10:11.07,0:10:13.04,Default,,0000,0000,0000,,Why does civility pay?
Dialogue: 0,0:10:13.07,0:10:17.82,Default,,0000,0000,0000,,Because people see you\Nas an important -- and a powerful --
Dialogue: 0,0:10:17.84,0:10:21.54,Default,,0000,0000,0000,,unique combination\Nof two key characteristics:
Dialogue: 0,0:10:21.57,0:10:24.64,Default,,0000,0000,0000,,warm and competent, friendly and smart.
Dialogue: 0,0:10:25.18,0:10:29.68,Default,,0000,0000,0000,,In other words, being civil\Nisn't just about motivating others.
Dialogue: 0,0:10:29.71,0:10:30.97,Default,,0000,0000,0000,,It's about you.
Dialogue: 0,0:10:31.64,0:10:35.15,Default,,0000,0000,0000,,If you're civil, you're more likely\Nto be seen as a leader.
Dialogue: 0,0:10:35.17,0:10:38.36,Default,,0000,0000,0000,,You'll perform better, and you're seen\Nas warm and competent.
Dialogue: 0,0:10:39.72,0:10:43.43,Default,,0000,0000,0000,,But there's an even bigger story\Nabout how civility pays,
Dialogue: 0,0:10:43.45,0:10:47.47,Default,,0000,0000,0000,,and it ties to one of the most\Nimportant questions around leadership:
Dialogue: 0,0:10:48.23,0:10:51.12,Default,,0000,0000,0000,,What do people want most\Nfrom their leaders?
Dialogue: 0,0:10:51.99,0:10:55.71,Default,,0000,0000,0000,,We took data from over\N20,000 employees around the world,
Dialogue: 0,0:10:55.73,0:10:57.74,Default,,0000,0000,0000,,and we found the answer was simple:
Dialogue: 0,0:10:58.93,0:11:00.14,Default,,0000,0000,0000,,respect.
Dialogue: 0,0:11:00.71,0:11:03.92,Default,,0000,0000,0000,,Being treated with respect\Nwas more important
Dialogue: 0,0:11:03.94,0:11:06.44,Default,,0000,0000,0000,,than recognition and appreciation,
Dialogue: 0,0:11:06.46,0:11:08.02,Default,,0000,0000,0000,,useful feedback,
Dialogue: 0,0:11:08.04,0:11:09.98,Default,,0000,0000,0000,,even opportunities for learning.
Dialogue: 0,0:11:10.68,0:11:14.38,Default,,0000,0000,0000,,Those that felt respected were healthier,
Dialogue: 0,0:11:14.41,0:11:15.78,Default,,0000,0000,0000,,more focused,
Dialogue: 0,0:11:15.80,0:11:18.31,Default,,0000,0000,0000,,more likely to stay\Nwith their organization
Dialogue: 0,0:11:18.34,0:11:20.37,Default,,0000,0000,0000,,and far more engaged.
Dialogue: 0,0:11:22.12,0:11:23.80,Default,,0000,0000,0000,,So where do you start?
Dialogue: 0,0:11:24.22,0:11:27.74,Default,,0000,0000,0000,,How can you lift people up\Nand make people feel respected?
Dialogue: 0,0:11:28.41,0:11:31.48,Default,,0000,0000,0000,,Well, the nice thing is,\Nit doesn't require a huge shift.
Dialogue: 0,0:11:31.98,0:11:34.52,Default,,0000,0000,0000,,Small things can make a big difference.
Dialogue: 0,0:11:35.11,0:11:37.77,Default,,0000,0000,0000,,I found that thanking people,
Dialogue: 0,0:11:37.79,0:11:39.26,Default,,0000,0000,0000,,sharing credit,
Dialogue: 0,0:11:39.28,0:11:41.01,Default,,0000,0000,0000,,listening attentively,
Dialogue: 0,0:11:41.66,0:11:44.09,Default,,0000,0000,0000,,humbly asking questions,
Dialogue: 0,0:11:44.12,0:11:46.83,Default,,0000,0000,0000,,acknowledging others and smiling
Dialogue: 0,0:11:46.86,0:11:48.24,Default,,0000,0000,0000,,has an impact.
Dialogue: 0,0:11:49.50,0:11:53.23,Default,,0000,0000,0000,,Patrick Quinlan, former CEO\Nof Ochsner Health [System],
Dialogue: 0,0:11:53.26,0:11:56.11,Default,,0000,0000,0000,,told me about the effects\Nof their 10-5 way,
Dialogue: 0,0:11:56.14,0:11:58.40,Default,,0000,0000,0000,,where if you're within 10 feet of someone,
Dialogue: 0,0:11:58.42,0:12:01.07,Default,,0000,0000,0000,,you make eye contact and smile,
Dialogue: 0,0:12:01.09,0:12:02.76,Default,,0000,0000,0000,,and if you're within five feet,
Dialogue: 0,0:12:02.79,0:12:04.08,Default,,0000,0000,0000,,you say hello.
Dialogue: 0,0:12:04.72,0:12:07.38,Default,,0000,0000,0000,,He explained that civility spread,
Dialogue: 0,0:12:07.40,0:12:09.81,Default,,0000,0000,0000,,patient satisfaction scores rose,
Dialogue: 0,0:12:09.84,0:12:11.73,Default,,0000,0000,0000,,as did patient referrals.
Dialogue: 0,0:12:12.92,0:12:17.21,Default,,0000,0000,0000,,Civility and respect can be used\Nto boost an organization's performance.
Dialogue: 0,0:12:17.81,0:12:23.56,Default,,0000,0000,0000,,When my friend Doug Conant took over\Nas CEO of Campbell's Soup Company in 2001,
Dialogue: 0,0:12:23.58,0:12:26.51,Default,,0000,0000,0000,,the company's market share\Nhad just dropped in half.
Dialogue: 0,0:12:26.53,0:12:28.21,Default,,0000,0000,0000,,Sales were declining,
Dialogue: 0,0:12:28.23,0:12:30.84,Default,,0000,0000,0000,,lots of people had just been laid off.
Dialogue: 0,0:12:30.86,0:12:34.69,Default,,0000,0000,0000,,A Gallup manager said it was\Nthe least engaged organization
Dialogue: 0,0:12:34.71,0:12:36.06,Default,,0000,0000,0000,,that they had surveyed.
Dialogue: 0,0:12:36.97,0:12:39.89,Default,,0000,0000,0000,,And as Doug drove up\Nto work his first day,
Dialogue: 0,0:12:39.92,0:12:43.89,Default,,0000,0000,0000,,he noticed that the headquarters\Nwas surrounded by barbwire fence.
Dialogue: 0,0:12:44.31,0:12:46.89,Default,,0000,0000,0000,,There were guard towers\Nin the parking lot.
Dialogue: 0,0:12:47.78,0:12:51.41,Default,,0000,0000,0000,,He said it looked like\Na minimum security prison.
Dialogue: 0,0:12:51.44,0:12:53.25,Default,,0000,0000,0000,,It felt toxic.
Dialogue: 0,0:12:54.77,0:12:57.72,Default,,0000,0000,0000,,Within five years, Doug\Nhad turned things around.
Dialogue: 0,0:12:58.18,0:13:01.74,Default,,0000,0000,0000,,And within nine years, they were setting\Nall-time performance records
Dialogue: 0,0:13:01.76,0:13:04.72,Default,,0000,0000,0000,,and racking up awards,\Nincluding best place to work.
Dialogue: 0,0:13:05.45,0:13:06.74,Default,,0000,0000,0000,,How did he do it?
Dialogue: 0,0:13:07.42,0:13:09.84,Default,,0000,0000,0000,,On day one, Doug told employees
Dialogue: 0,0:13:09.87,0:13:12.53,Default,,0000,0000,0000,,that he was going to have\Nhigh standards for performance,
Dialogue: 0,0:13:12.56,0:13:14.64,Default,,0000,0000,0000,,but they were going\Nto do it with civility.
Dialogue: 0,0:13:14.67,0:13:17.89,Default,,0000,0000,0000,,He walked the talk,\Nand he expected his leaders to.
Dialogue: 0,0:13:18.80,0:13:23.52,Default,,0000,0000,0000,,For Doug, it all came down\Nto being tough-minded on standards
Dialogue: 0,0:13:23.54,0:13:25.43,Default,,0000,0000,0000,,and tenderhearted with people.
Dialogue: 0,0:13:26.12,0:13:29.33,Default,,0000,0000,0000,,For him, he said it was all about\Nthese touch points,
Dialogue: 0,0:13:29.36,0:13:32.56,Default,,0000,0000,0000,,or these daily interactions\Nhe had with employees,
Dialogue: 0,0:13:32.59,0:13:36.52,Default,,0000,0000,0000,,whether in the hallway,\Nin the cafeteria or in meetings.
Dialogue: 0,0:13:37.06,0:13:39.74,Default,,0000,0000,0000,,And if he handled each touch point well,
Dialogue: 0,0:13:39.77,0:13:41.89,Default,,0000,0000,0000,,he'd make employees feel valued.
Dialogue: 0,0:13:43.09,0:13:46.60,Default,,0000,0000,0000,,Another way that Doug\Nmade employees feel valued
Dialogue: 0,0:13:46.63,0:13:49.02,Default,,0000,0000,0000,,and showed them that\Nhe was paying attention
Dialogue: 0,0:13:49.05,0:13:54.41,Default,,0000,0000,0000,,is that he handwrote over 30,000\Nthank-you notes to employees.
Dialogue: 0,0:13:54.95,0:13:57.29,Default,,0000,0000,0000,,And this set an example for other leaders.
Dialogue: 0,0:13:58.46,0:14:02.14,Default,,0000,0000,0000,,Leaders have about 400\Nof these touch points a day.
Dialogue: 0,0:14:02.16,0:14:05.51,Default,,0000,0000,0000,,Most don't take long,\Nless than two minutes each.
Dialogue: 0,0:14:05.54,0:14:09.84,Default,,0000,0000,0000,,The key is to be agile and mindful\Nin each of these moments.
Dialogue: 0,0:14:10.93,0:14:12.66,Default,,0000,0000,0000,,Civility lifts people.
Dialogue: 0,0:14:13.18,0:14:16.66,Default,,0000,0000,0000,,We'll get people to give more\Nand function at their best
Dialogue: 0,0:14:16.69,0:14:17.85,Default,,0000,0000,0000,,if we're civil.
Dialogue: 0,0:14:18.53,0:14:21.68,Default,,0000,0000,0000,,Incivility chips away at people\Nand their performance.
Dialogue: 0,0:14:21.70,0:14:23.96,Default,,0000,0000,0000,,It robs people of their potential,
Dialogue: 0,0:14:23.98,0:14:26.01,Default,,0000,0000,0000,,even if they're just working around it.
Dialogue: 0,0:14:27.00,0:14:31.29,Default,,0000,0000,0000,,What I know from my research is that\Nwhen we have more civil environments,
Dialogue: 0,0:14:31.31,0:14:36.77,Default,,0000,0000,0000,,we're more productive, creative,\Nhelpful, happy and healthy.
Dialogue: 0,0:14:37.43,0:14:38.87,Default,,0000,0000,0000,,We can do better.
Dialogue: 0,0:14:39.48,0:14:42.49,Default,,0000,0000,0000,,Each one of us can be more mindful
Dialogue: 0,0:14:42.51,0:14:46.08,Default,,0000,0000,0000,,and can take actions\Nto lift others up around us,
Dialogue: 0,0:14:46.10,0:14:49.39,Default,,0000,0000,0000,,at work, at home, online,
Dialogue: 0,0:14:49.42,0:14:50.58,Default,,0000,0000,0000,,in schools
Dialogue: 0,0:14:50.60,0:14:52.27,Default,,0000,0000,0000,,and in our communities.
Dialogue: 0,0:14:52.94,0:14:55.39,Default,,0000,0000,0000,,In every interaction, think:
Dialogue: 0,0:14:55.83,0:14:57.59,Default,,0000,0000,0000,,Who do you want to be?
Dialogue: 0,0:14:58.42,0:15:00.93,Default,,0000,0000,0000,,Let's put an end to incivility bug
Dialogue: 0,0:15:00.96,0:15:02.92,Default,,0000,0000,0000,,and start spreading civility.
Dialogue: 0,0:15:03.40,0:15:05.65,Default,,0000,0000,0000,,After all, it pays.
Dialogue: 0,0:15:06.22,0:15:07.38,Default,,0000,0000,0000,,Thank you.
Dialogue: 0,0:15:07.41,0:15:09.93,Default,,0000,0000,0000,,(Applause)