How many times have you stood behind someone on their cell phone in a store checkout and not so much as acknowledge the clerk (human being) on the other side of the counter? When greeted - no response or maybe a grunt? When asked is that all - maybe a backhand motion to the items on the counter? This is not civil behavior.
I'm writing a book, The Rise of Incivility, and would love to have your stories of workplace, highway, airport, store, restaurant, sporting event, etc. observations of incivility. I'll give you credit for the story if you like or keep it anonymous - just let me know.
I'm Richard S. Pearson and have two books published and available on Amazon and Kindle: 5 Necessary Skills to Keep Your Career on Track 2nd Edition and 5 Necessary Skills to Maintain Employment in Tumultuous Times.
In the Post Office one day, I recognized the gentleman behind me as Dr. Chase Peterson, retired University of Utah president. As we struck up a conversation, I found him to have a very charming and outgoing personality, a friend to anyone. In reference to the "U" wind breaker he was wearing, I remarked: " That's a great school!" then, In reference to my BYU cap, said "That's a great school too." I remember this experience each year during the "Holy War" when BYU and Utah meet in football. There are always stories of hurtful incidents of pranks, insults, even assaults involving fans of both schools during this key rivalry. If only more of us had the genuine civility and friendliness of Dr. Peterson!
ReplyDeleteSimmering air travel tensions bubbled over this weekend when a United Airlines passenger smacked a fellow flier over an unwelcome seat recline, The Washington Post reported.
ReplyDeleteAir Force fighter jets escorted Ghana-bound United Airlines Flight 990 back to Washington Dulles International Airport after the fight broke out after takeoff Sunday night.
The flight arrived back at Dulles at 12:35 a.m. Monday, according to United Airlines. Airline spokesman Mike Trevino said he could not confirm any details of what happened onboard.
Sources told the Washington Post that not long after departing the airport, a passenger lowered his seat into the space of a fellow passenger and a fight followed. A flight attendant and another passenger tried to break up the scuffle, the report said.
Airport police met the flight at Dulles and determined that charges were not warranted, according to a spokeswoman for the Metropolitan Washington Airports Authority.
The flight was delayed until Monday, Trevino said. He did not know if the feuding passengers were onboard when it departed after the delay.
The disagreement over seat reclining is not the first to get physical. In November, a disgruntled passenger grabbed a reclining flier's right ear with enough force to knock his glasses off, according to a complaint filed in that case.
The United wide body jet with 144 passengers on board had to dump its fuel over the Atlantic, fighter jets were scrambled, 144 people lost a day of their travel plans let alone others scheduled for the next flight on this jet -- all because of incivility between two people. Neither was charged for any crime, but think of the costs of dumping fuel, scrambling fighter jets, and disrupting air travel plans for hundreds of people.
I'm not sure if this 1st example is appropriate but, how about incivility from the merchant end. I was in a Best Buy recently, asking about cell phones. I asked one of the younger employees if he could show me a sample as the model wasn't on the show floor. He disappeared while I waited patiently. A good few minutes later I spied him at the counter. As I walked over, I noticed that he was checking his own email! I was blown away at the lack of work ethics but he actually seemed bothered that I interrupted him- go figure!
ReplyDeleteThe next example is incivility from the consumer end. How many times have you waited patiently for retail help- something sparse these days, only to be interrupted by a fellow shopper while you're in the middle of a purchase. There seems to be an interesting protocol amoungst shoppers & employees these years. Apparently, it's acceptable for one consumer to interrupt another's shopping experience with a question or two for the employee. But, how many times have you been interrupted by a fellow shopper that takes over the entire transaction as if you're not there. When this happens to me, I usually send the shopper looking for their own help!
One of my customers was flying in a twin engine prop commuter plane
ReplyDeletewhen the pilot shut down one of the engines while in flight. The
plane landed without incident. Somewhat unnerved about the
experience, he went to speak with the gate agent about it, asking how
safe the plane was and if it would be repaired before returning home.
She replied "well ya got here didn't ya" to the first question and
"what you see is what you get" to the second. He almost laughed out
loud when walking away and prudently found an alternative way back.
I took my 14 year old son to the airport to catch a flight (alone) to visit his older sister in Florida. Because of his age, I accompanied him through security to the gate. We got to the airport with time to spare and I suggested he get a sandwich so he wouldn’t be hungry (always hungry) on the 3+ hour flight. He walked up to a sandwich counter, with no customers, and stood politely at the cash register. Two employees were working behind the counter finishing an order for someone standing off to one side. Along comes a 40-something man who picks up a pre-made sandwich and chips, squeezes in front of my son - actually brushing against him to push him back from the counter - and calls out can I get a large coke to go with these. One of the employees turned around and said, did you say a large coke?
ReplyDeleteThis guy is the very reason I didn’t want to send my son off at security - which is all that was required. I asked the guy, is there a reason you chose to butt in front of my son who was waiting to be served - do you have kids? He replied, well I was in a hurry and I thought he was just waiting - yes I have kids. I replied, well I hope when they travel alone they don’t have to experience such rude behavior as yours! (I truly wanted to smack this guy up the side of the head - but chose the high road!) He just glared and walked away. The sad part of this story is that I doubt he would have done this to me or another adult, but had no problem muscling away a kid.