Christine Porath

From videos of drunk and disorderly airline passengers to stories of hospital visitors angrily refusing to wear masks, customer-facing work seems to have gotten a lot more difficult – even dangerous -- over the past few years. It's important that organizations understand the experience of frontline workers now, and help to better protect their employees, says Christine Porath, professor of management at Georgetown University. She's studied incivility for 20 years, and has spoken to workers in many industries in the last few years about what it's like working with customers today - with stress, anger, and incivility seemingly on the rise. And she has advice for managers and leaders. Porath is the author of the HBR Big Idea article "Frontline Work When Everyone Is Angry."

Christine Porath, a Professor at Georgetown University and author of 'Mastering Civility,' dives into the pervasive issue of incivility in the workplace. She explains how disrespect not only hampers employee morale but also impacts business performance. Porath shares actionable strategies for fostering civility, encouraging open communication, and enhancing feedback among colleagues. With insights from her research, she highlights the economic benefits of a kind work environment, urging listeners to embrace small acts of kindness for a thriving workplace.

Christine Porath, a Georgetown professor and civility expert, shares her journey from dealing with workplace toxicity to researching the impact of respect at work. She reveals how incivility can damage morale and performance, emphasizing the financial consequences for businesses. Porath discusses mindfulness and meditation as vital tools for fostering civility and improving mental health. With insights on managing difficult interactions and the role of feedback, she highlights the critical need for a respectful workplace culture to combat issues like harassment.