The emergence of cyber mistreatment among frontline workers in their digital interactions with customers, clients and patients represents a significant but relatively new work environment risk within the service sector. Human resource management has a key role in digital transformation, which includes securing safe and healthy workplaces and fostering sustainable practices for handling cyber mistreatment. Departing from the context of the educational sector, the aim of this study is to analyse how cyber mistreatment is managed in workplaces and to explore the approaches employed to prevent and mitigate its negative impact. By identifying existing approaches, gaps in sustainable HRM practices can be identified. Qualitative methods were used to explore teachers’ and principals’ experiences of cyber mistreatment and their approaches to handling and preventing such exposure. The empirical data are based on in-depth interviews with 31 informants (16 teachers and 15 principals) using a cross-sectional design. The data were analysed using a qualitative content analysis framework. The study clearly shows that the approaches utilised to address cyber mistreatment are predominantly reactive and individual-centred, with few proactive and organisationally anchored approaches identified. These findings implicate the need for HRM to develop ethical organisational approaches that do not force service workers to resort to individual coping strategies. We suggest sustainable and ethical approaches that target the problems rather than the symptoms, and that work against a normalisation of cyber mistreatment within the service sector.

Workplace civility training has been highlighted as one important measure to prevent theoccurrence of workplace bullying and harassment (Walsh & Magley, 2018). Indeed,intervention studies with the aim to increase civility have shown beneficial effects in the formof increased civility, reduced incivility from supervisors, as well as enhanced work-relatedattitudes over time (Leiter et al., 2011; 2012). Given that low intensity mistreatment mayescalate into workplace bullying (Holm et al., 2022; Zapf & Gross, 2001), civility interventionscould play an important role in reducing the risk of workplace bullying. However, as Walshand Magley (2018) point out, little is known about which factors that influence theeffectiveness of civility training. Thus, more knowledge is needed about both attitudinal andcontextual factors that may influence the effectiveness of workplace civility interventions.Consequently, the present study aims to explore both individual and contextual factors thatmay influence the outcome of a civility intervention

This article focuses on teachers’ and principals’ experiences of aggressive emails in home–school collaborations with parents. Semi-structured interviews with 31 teachers and principals from primary, lower and upper secondary schools in Sweden were conducted. Three categories were identified in the material which illuminate the phenomenon of cyberaggression towards principals and teachers from parents: ‘aggressive emails as reactions to principals and teachers’ performances’, ‘aggressive emails as a way of imposing power’ and ‘aggressive emails as a source of anxiety, loss of joy, and decreased focus on core tasks’. The study concludes that cyberaggression in emails from parents is centred around the act of negotiating and that email communication opens up spaces for negotiation to take place. The study also concludes that email cyberaggression tends to be instrumental in character, intended to result in a specific outcome rather than to cause harm. However, cyberaggression influences professional practice and can create a vicious circle of administrative obligation.

Purpose: With greater numbers of employees using computer-mediated communication, cyberaggression is becoming a more pressing problem for employees and their organizations. However, while a growing body of research illustrates its harmful effects, little is known about the factors that drive its occurrence. The authors therefore sought to identify factors that increase the risk of cyberaggression among employees.

Design/methodology/approach: A random sample of the Swedish working population (N = 11,556) was surveyed via Statistics Sweden (SCB), which produced a final sample of N = 2,847 (response rate = 24.6%).

Findings: Logistic regression analysis showed that emotionally demanding work, availability expectations, low perceived work quality, public sector work and being in a managerial position were related to higher levels of experienced cyberaggression. In addition, exploratory analyses indicated that some of these factors were more strongly related to cyberaggression enacted by organizational insiders compared to organizational outsiders.

Originality/value: Together, the authors' findings suggest that situational factors are stronger antecedents of cyberaggression victimization than personal factors. This has implications for organizations, as practical steps can be taken to reduce cyberaggression among employees.

Background: Workplace mistreatment continues to be a problem that negatively affectsindividuals across the globe. Workplace civility interventions have been suggested as onepossible countermeasure, with the possibility to reduce workplace incivility and promote aculture of civility and respect within workgroups (Osatuke et al., 2009; 2013). Such interventions have been found to be effective in facilitating both short and long-term change (Leiter et al., 2011; 2012). However, civility interventions have almost exclusively targeted healthcare professions such as nurses and hospital staff. Consequently, there is still a lack ofknowledge about how civility interventions are received in different contexts, and whether theyare effective, over both short and long-term, in occupational groups outside of hospitalsettings.

The aim of the present study was to evaluate the effects of a civility intervention delivered tothree different organizations, in order to investigate whether the intervention was associatedwith reduced levels of workplace incivility, as well as increased levels of civility and norms forrespect over time.

Method: The study had a quasi-experimental wait-list control design, meaning that workplaceswere allocated to either an intervention group or a control group. Individuals in the interventiongroup participated in a series of monthly workshops over the course of six months focusing on workplace (in)civility and workplace culture. After the intervention group had completed theintervention, it was implemented in the control group. Questionnaires were administered priorto the intervention (time 1), after the intervention group had completed their participation (time2), and six months later, when the control group had also completed the intervention (time 3).The questionnaires measured workplace incivility, workplace civility, and norms for respect.Participants were employed in workplaces within two different municipal organizations, and oneconstruction company, in Sweden. One of the municipal organizations employed staff atdisability care homes (N = 51). The other municipal organization employed nurses,physical/occupational therapists, and case officers (N = 160). The construction companyemployed carpenters, supervisors, and site managers (N = 46).

Results: During the presentation, results from all three measurement waves will be presented,exploring whether the intervention is associated with change in workplace incivility, civility andnorms for respect over time. Trajectories for both the intervention group and the wait-list controlgroup will be investigated. Possible differences between organizations will also be analysed.

Conclusion: Although workplace interventions can be one way to address workplace incivilityand reduce workplace mistreatment, they can require consistent effort and maintenance to beeffective. The presentation will, on the basis of the results, discuss possible factors influencingthe efficacy of civility interventions.

Funding: The study was funded by AFA Insurance under Grant 210121.

This study explores the nature of work-related cyber mistreatment from guardians, pupils, and members of the public as experienced by educational workers. Thematic analysis of data collected by semi-structured interviews with 31 teachers and principals resulted in two overarching themes; directly addressed cyber mistreatment in email and unwanted negative exposure on social media. The data spans over different types of cyber mistreatment, ranging from cyber incivility to cyberaggression. Educational workers typically feel powerless when exposed to mistreatment, and require support to manage these complex, novel, and distressing situations.

Research goals and why the work was worth doing

Over the past two decades, research has demonstrated that workplace incivility is a ubiquitous work environment issue, which can have deleterious consequences for both individuals and organizations (Schilpzand et al., 2016; Cortina et al., 2017). Workplace incivility refers to low-intensity rude behavior in the workplace (Andersson & Pearson, 1999). The effects of incivility can be far-reaching, as it may spread in the workplace (Foulk et al., 2016; Holm et al., 2021). 

One promising avenue to address incivility has been the use of civility interventions. Actively promoting civility in the workplace may reduce the risk for incivility, and increase civility and respect (Leiter et al., 2011; 2012). However, recent research has shown less consistent results of civility interventions when applied in other cultural contexts than North America (e.g., Sawada et al., 2021), or in other workplaces than hospitals (e.g., Grantham, 2019). More information is therefore needed on the effects of implementing civility interventions in the workplace, particularly exploring mechanisms and moderators in the intervention process. The aim of the present study is to test the effects of an intervention aimed to increase civility in Swedish workplaces.

Theoretical background

The present study is based on the principles developed in the Civility, Respect and Engagement in the Workplace (CREW) intervention (Osatuke et al., 2013).  CREW was developed by the United States Department of Veteran Affairs in 2005. CREW was a culture-based workplace intervention promoting civility in the workplace in the departments’ VA-hospitals, with documented successful outcomes (Osatuke et al., 2009). Two research studies tested the effect of the CREW intervention in hospitals in North America, showing both short- and long-term effects of the intervention on workplace behavior, attitudes, and absence (Leiter et al., 2011; 2012). However, little is still known about how civility interventions operate in other contexts than hospitals, and which mechanisms or boundary conditions that influence the impact of civility interventions.  

Design/Methodology/Approach/Intervention

The present study has a quasi-experimental waitlist-control design. Participating workplaces are assigned to one of two conditions, an intervention condition or waitlist. The intervention group participates in a series of monthly workshops during the period of September 2022 – January 2023. The workshops address topics such as workplace culture, with the aim to promote workplace civility and reduce the risk of workplace incivility. The waitlist serves as the control group. Pre- and post-surveys are conducted to investigate possible effects of the intervention on measures of workplace (in)civility, norms for civility, social work environment factors, as well as work-related well-being. 

Results (expected)

Baseline survey data have currently been gathered from about 200 individuals across 13 workplaces in a Swedish municipality. The intervention group is currently undergoing the workshop series. The follow up post-survey is planned for January of 2023. When post-measures have been completed, possible change in measures of workplace civility, norms for civility, and workplace incivility will be explored. Change in social work environment factors, as well as work-related well-being, will also be explored. The intervention is expected to result in increased civility and norms for civility, as well as reduced incivility over time. 

Limitations

Workplaces were not assigned to the intervention or control condition via cluster randomization. Instead, it was based on practical aspects such as feasibility and scheduling in the participating organizations. Moreover, the follow-up measure is carried out only a few weeks after completion of the final workshop. Possible effects on behavior or well-being may take longer time to develop. Lastly, the measures are self-reported by participants.

Conclusions – research and or practical implications/Originality/Value

Results from the post-measure surveys will be presented at the congress. The originality of the project lies in exploring the effects of an updated version of a civility intervention, in a context outside of hospital settings in North America. The study will also provide information about potential mechanisms and moderators involved in the intervention process. Practically, the knowledge that results from the study could be of use in future attempts to improve the social work environment in workplaces by working with the workplace culture.

Relevance to the Congress Theme

The study is relevant to several of the congress themes, e.g. 6. Group dynamics, 8. Organizational design and development, 15. Stress and dysfunction, and 18. Well-being.

Relevant UN SDGs

Goal 3. Good health and well-being

Goal 8. Decent work and economic growth

Inledning

Internationell forskning har under de senaste åren visat att ohövliga beteenden i arbetslivet är en tydlig källa till stress, knutet till negativa konsekvenser för både individer och organisationer (Schilpzand m fl., 2016). Ohövliga beteenden kan beskrivas som både avsiktliga och oavsiktliga lågintensiva negativa beteenden som bryter mot normer för respekt på arbetsplatsen (Andersson & Pearson, 1999), t ex nedlåtande kommentarer, att inte bli lyssnad till, eller ett nonchalant eller avfärdande bemötande från kollegor (Cortina m fl., 2013). Ohövlighet skiljer sig från grövre typer av kränkningar, som arbetsplatsmobbning, genom att det har en lägre intensitet, och att intentionen bakom beteendet är mer tvetydig (Leiter m fl., 2015).

Forskning har även visat att ohövliga beteenden är vanligt förekommande på den svenska arbetsmarknaden (Torkelson m fl., 2016). En svensk avhandling visade nyligen att vittnen till ohövliga beteenden har en ökad tendens att själv utöva ohövliga beteenden mot andra, och att ohövlighet kan knytas till arbetsplatsens kultur (Holm, 2021). Trots att ohövliga beteenden är vanligt förekommande och riskerar att spridas, har relativt få systematiska insatser utvecklats för att förebygga och motverka ohövliga beteenden i arbetslivet. Ett undantag är den amerikanska interventionsmodellen Civility, Respect and Engagement in the Workplace (CREW), som utvecklats specifikt för att främja hövlighet och respekt i bemötandet mellan kollegor inom den amerikanska sjukvården (Osatuke m fl., 2009; 2013). CREW har utvärderats i par studier, där insatsen visat på effekter som en ökad nivå av hövliga beteenden över tid, mindre ohövlighet, ökad tillit till ledningen, ökad arbetstillfredsställelse och mindre frånvaro (Osatuke m fl., 2009; Leiter m fl., 2011). Förändringen av rapporterad hövlighet visade även på en trend som fortsatte att utvecklas i positiv riktning ett år efter insatsen avslutats (Leiter m fl., 2012).

Det saknas däremot fortfarande kunskap om vilka faktorer (organisatoriskt och socialt) som leder till en positiv förändring, och hur effektiv insatsen är utanför sjukvården, såväl som i andra nationella kontexter. Det finns därför ett behov av att vidareutveckla interventionen, pröva den på den svenska arbetsmarknaden, och identifiera vilka faktorer som får metoden att fungera. Med bakgrund av detta pågår ett forskningsprojekt som syftar till att utveckla och implementera en hövlighetsinsats i ett antal olika organisationer, som präglas av olika förutsättningar, styrning, målbilder, och arbetsformer. Detta för att möjliggöra en utvärdering av insatsens gångbarhet i olika organisatoriska kontexter.

Syfte

Projektet har två huvudsakliga syften. Det första syftet är att utveckla och implementera en hövlighetsintervention, och undersöka om förändringen av beteenden och arbetsrelaterad hälsa påverkar, eller påverkas av, den organisatoriska och sociala arbetsmiljön. Projektet syftar även till att, utifrån interventionens resultat, sammanställa ett metodstöd med konkreta riktlinjer för hur organisationer kan arbeta preventivt mot kränkande särbehandling och ohälsa.

Metod

Insatsen kommer att genomföras som en workshopserie med arbetsgrupper under sex månaders tid, och jämföras med kontrollgrupper i samma verksamheter. Projektet tillämpar en väntliste-kontroll-design, vilket innebär att personer som ingår i kontrollgruppen också erbjuds möjlighet att delta i insatsen när insatsgruppen slutfört sin workshopserie. 

Insatsen består av diskussionsmoment under månadsvisa träffar med fokus på kommunikation och socialt klimat på arbetsplatsen. Insatsen tar utgångspunkt i individernas egna erfarenheter, där de är aktiva agenter i processen. Arbetsgrupperna bidrar därmed genom att identifiera vad de ser som hövligt, och sätter själva mål för hövlighet som utgår från gruppens delade upplevelser av vad hövlighet är (Osatuke m fl., 2009). 

Totalt planeras insatsen att genomföras i fem organisationer. Det rör sig om två större förvaltningar i Malmö stad som bedriver människobehandlande arbete, såväl som förskoleverksamheter, en organisation med kulturarbetare, och ett privat företag med tekniskt orienterat arbete. För att utvärdera insatsen genomförs enkäter före, direkt efter, och sex månader efter insatsen. Uppföljande intervjuer kommer även att genomföras med medverkande i insatsen. 

Resultat

Under våren 2022 genomförs en pilotstudie för att pröva ut det frågeformulär som planeras att användas i projektet. Pilotdata kommer att samlas in från ett bekvämlighetsurval av yrkesverksamma individer. Resultat kring frågeformulärets psykometriska egenskaper, såväl som samband mellan hövlighet/ohövlighet, normer kring hövlighet, och social arbetsmiljö kommer att presenteras. Initiala resultat från pilotstudien kring samband mellan hövlighet, ohövlighet, normer och den sociala arbetsmiljön förväntas generera viktig kunskap om vilka potentiella effekter insatsen kan komma att resultera i.

Finansiering

Projektet finansieras av AFA försäkring (dnr 210121).