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Women are more likely than men to be targets of incivility in the workplace. Scholars have referred to this pattern as selective incivility and suggest that incivility directed toward women—that is, selective incivility—is a form of modern sexism in the workplace. However, it remains unclear whether women themselves make sense of incivility from men as a form of gender bias, and when such perceptions shape whether women engage in unique responses to incivility perceived as selective. Drawing on social identity theory, we develop a conceptual model to better understand these relationships. Across two studies with working women, we show that women perceive male‐instigated incivility as selective. Further, our findings show that women are more likely to engage in problem‐focused‐responses (i.e., direct confrontation and formal reporting), rather than emotion‐focused responses (i.e., avoidance) in response to incivility perceived as selective and that these coping responses are, at times, moderated by the frequency of incivility. Overall, our research advances the literature on incivility, selective incivility, and gender bias at work, offers practical implications for managers seeking to foster workplace inclusion, and suggests novel directions for future research. [ABSTRACT FROM AUTHOR]

Aims: Workplace stress can negatively impact healthcare providers' professionalism and quality of care. One source of workplace stress is the experience of workplace mistreatment. Drawing on the Job Demands‐Resources theory, this study aimed to (a) investigate the impact of mistreatment frequency experienced by healthcare workers from insider sources (i.e. co‐workers, supervisors) and outsider sources (i.e. patients, visitors) on affective ill‐being and (b) the potential moderating role of trait resilience and trait self‐efficacy, as personal resources, in the mistreatment–ill‐being relationship. Design: Lagged design. Methods: We collected data from 153 Irish healthcare workers between January 2018 and June 2019 via three surveys, separated by 1‐week intervals. Personal resources were measured at Time 1, frequency of mistreatment from the two sources was assessed at Time 2 and affective ill‐being was assessed at Time 3. We used moderated regression analyses to evaluate the association of mistreatment frequency from the two sources and affective ill‐being and the moderating effect of personal resources. Results: Only insider mistreatment frequency was positively related to affective ill‐being. Furthermore, the positive impact of insider mistreatment on affective ill‐being was moderated by self‐efficacy (but not by trait resilience). In contrast to our expectations, the relationship was stronger at high levels compared to low levels of self‐efficacy. Conclusion: Mistreatment from co‐workers and supervisors is linked to higher levels of affective ill‐being. Additionally, healthcare workers with high self‐efficacy were more vulnerable to the negative consequences of co‐worker and supervisor mistreatment as it impacted their affective ill‐being. Impact: These findings extend the literature on workplace mistreatment by integrating insider and outsider perpetrators of mistreatment and examining their differential impact on the employees' affective ill‐being. It also highlights mistreatment from organizational insiders as a significant factor in the relationship between mistreatment and affective ill‐being. Patient or Public Contribution: No patient or public contribution. What Does this Paper Contribute to the Wider Global Community?: The findings underscore the detrimental impact of workplace mistreatment on the well‐being of healthcare professionals.The study findings of higher frequency of insider mistreatment being associated with increased affective ill‐being call for action, with line managers and supervisors being critical to achieving respective changes in healthcare workers' environment.The findings have implications for policymakers interested in developing a framework to support healthcare professionals in addressing workplace mistreatment, enabling them to effectively fulfil their role as care providers. [ABSTRACT FROM AUTHOR]

The article discusses the evolution of television news in India, specifically focusing on the rise of TV news debates and the increasing levels of incivility and impoliteness in these debates. It traces the origins of television news in India and highlights the shift from government-controlled news to private news channels. The article also examines the role of profit-driven objectives in shaping the content of TV news debates and the impact of sensationalism on public discourse. It discusses the underrepresentation of women in these debates and the influence of guest selection on the tone and substance of discussions. The article concludes by emphasizing the negative consequences of incivility on public trust and democratic discourse. [Extracted from the article]

Mock impoliteness is a social practice typifying the interaction of close friends consisting in the use of rude jokes or utterances that signify the speaker's intent to show solidarity and intimacy with the interlocutor. Nonetheless, as an impolite load is still carried by such utterances, how targets of mock impoliteness will react to them, namely whether they will find them amusing or outright offensive, may depend on a series of factors. The present research focuses on how Spencer-Oatey's (2000) face and sociality rights categories, together with gender (male/female) and lingua-culture (British English and Italian) interact to determine the acceptability degree of mock impolite jokes. This cross-cultural and cross-gender perception study, which placed its focus on the hearer's evaluations, consisted in a rating task administered through an online questionnaire, and revealed that the interaction of the three factors determine the offensiveness versus acceptability of the jokes. [ABSTRACT FROM AUTHOR]

Background: The COVID-19 pandemic, drought and internal conflict have worsened Ethiopia's already weak healthcare system. Antenatal and intrapartum care are especially prone to interruption under these circumstances. Objective: To explore women's experiences receiving antenatal and intrapartum care during the pandemic. Design: A descriptive qualitative approach was utilised. Methods: We conducted in-depth interviews with 17 women and held 4 focus group discussions with women who gave birth at 4 public hospitals during the pandemic. A study was conducted at four public hospitals in the Sidama region of Ethiopia, during which data were collected from 14 February to 10 May 2022. Thematic analysis was performed to generate themes. Results: The peak of the COVID-19 pandemic in Ethiopia presented several barriers to access and uptake of antenatal and intrapartum care at public hospitals. Four themes and 10 subthemes emerged from the thematic analysis. The themes were 'Barriers to maternity care uptake during COVID-19', 'Shortage of resources during COVID-19', 'Delays in maternity care uptake during COVID-19' and 'Mistreatment of women during maternity care during COVID-19'. The subthemes included 'Fear of contracting COVID-19', 'People in the hospital neglecting COVID-19 prevention', 'Women losing their job during COVID-19', 'Shortage of beds in the labour ward', 'Shortage of medical supplies', 'Delays in seeking care', 'Delays in receiving care', 'Complications during childbirth', 'disrespectful' and 'suboptimal care'. Conclusion: The findings of this study underscore the impact of COVID-19 on antenatal and intrapartum care, leading to delays in seeking and receiving care due to reduced rapport, resource shortages, companion restrictions, disrespectful care and suboptimal care. These factors contribute to increased obstetric complications during COVID-19. It is imperative for policymakers to prioritise essential resources for antenatal and intrapartum care in the present and future pandemics. Moreover, healthcare providers should maintain respectful and optimal care even amid challenges. Plain Language Summary: Women's experiences in receiving antenatal and intrapartum care during COVID-19 The COVID-19 pandemic has posed a significant challenge in seeking and receiving care of antenatal care and institutional childbirth. Women could experience delays in booking antenatal care appointments, postponing antenatal care visits, and facing delays in receiving care at hospitals, which has disrupted their access to routine antenatal care and institutional birth during the pandemic. This study highlights a range of barriers that hinder access to and utilisation of antenatal care and institutional birth, including lack of transport, shortage of resources, fear of contracting the virus, companion restrictions, disrespectful care and suboptimal care that leads to increased obstetric complications during COVID-19. This study provides recommendations for policymakers to prioritise resources and enhance respectful and optimal care for pregnancy and institutional birth to lessen the indirect impact of present and future pandemics on pregnant women and their unborn babies. [ABSTRACT FROM AUTHOR]

This study examines the relationship between co-worker incivility, emotional exhaustion, mindfulness, and turnover intention among nurses in public and private hospitals in North Cyprus. Drawing upon the Job Demand-Resources theory, the research aims to contribute to the existing literature by investigating the mediating role of emotional exhaustion and the moderating effect of mindfulness on the relationship between co-worker incivility and turnover intention. Data were collected from 238 nurses through questionnaires, and structural equationmodeling was employed for data analysis. The results indicate a positive association between co-worker incivility and emotional exhaustion, as well as between co-worker incivility and turnover intention. Emotional exhaustion was found to mediate the relationship between co-worker incivility and turnover intention. Furthermore, mindfulness was identified as a moderator, attenuating the negative impact of co-worker incivility on turnover intention. The findings underscore the importance of addressing workplace incivility and promoting mindfulness to mitigate turnover intentions among nurses. Practical implications include the implementation of interventions to foster a supportive work environment and enhance nurses' emotional wellbeing. [ABSTRACT FROM AUTHOR]

This research relies on a two‐stage content analysis of Reddit to test the assumption that by emphasizing othering and polarizing opinions, homogeneous ideological spaces trigger impolite and uncivil comments towards others, as opposed to spaces that enable cross partisan‐ideological exposure, which overall are seen as positive for democracy. It examines subreddits with varying probability of occurrence of echo chamber effects to measure the prevalence and the targets of incivility and studies the interactions in which these comments emerge in discussions about immigration. Findings show that incivility is higher in subreddits that bring together users with the same ideological and political profile, in which echo chamber effects are more likely to occur, but the redditors’ reactions are similar in both types of environments. The targets of incivility vary according to the political orientation of the comments and the political context of the country. [ABSTRACT FROM AUTHOR]

Bus driver anger due to passenger misbehavior may lead to serious bus accidents, yet there are no mature tools available to capture bus driver reactions during driver–passenger conflicts. The bus driver anger scale (BDAS) and the bus driver anger expression inventory (BDAX) were developed to measure the anger levels and expressions of drivers in such conflicts. A bus driver anger model was developed based on 400 questionnaires in Changsha, China. The findings indicate that drivers are most likely to be angered by passenger violations and quarrels among passengers. Drivers irritated by passenger irregularities tend to employ personal aggressive expression or adaptive/constructive expression. Disputes among passengers may lead drivers to resort to unreasonable methods of venting their emotions. Moreover, passengers’ rude behaviors can trigger bus drivers’ aggressive personal expressions. Therefore, it is necessary to establish passenger regulations and encourage drivers to express their anger reasonably in driver–passenger conflicts. [ABSTRACT FROM AUTHOR]

Many citizens find politics too uncivil, and incivility is often considered a source of political disaffection. However, research studying these effects almost exclusively relies on survey experiments, which yield contrasting results depending on design choices and do not study downstream consequences for satisfaction with democracy and compliance with public policy. We present a theoretical argument on these downstream consequences and study how citizens respond to political incivility in their real‐life information environment using a multi‐wave survey panel of 6055 Danish citizens with 18,805 interviews spanning 18 months. Using generalized difference‐in‐differences models and a natural experiment, we demonstrate nontrivial adverse effects of political incivility on political trust, satisfaction with democracy, and intentions to comply with policies, while intentions to vote are unaffected. Our results highlight how elite rhetoric shapes support for the political system and policy compliance and pinpoint the potential and pitfalls of survey experiments and our own panel approach. [ABSTRACT FROM AUTHOR]

Background: Persons with disabilities (PWD) are more likely to visit the emergency department (ED) and often have complex health needs when accessing care in the ED. Yet there is limited understanding of ED care experiences among PWD, especially in a Canadian context. The aim of this study was to examine the ED care experiences of PWD in contrast to a comparison group in Kingston, Ontario to better understand their health care needs. Methods: A mixed-methods study with a community-based participatory approach examining participants' past ED care experiences (within 24 months) was conducted in Kingston, ON. Quantitative data from those with disabilities and those from the comparison group were compared using chi squared tests to identify differences between groups. An inductive and deductive thematic analysis approach was used to identify themes in the shared qualitative data. Convergence of findings across quantitative and qualitative data was undertaken. Results: A total of 175 participants identified as having a disability. In contrast with the comparison group (N = 949), PWD were more likely to report being given too little attention to their needs (p < 0.001), that it was more important to be treated with kindness/respect than to receive the best possible medical care (p < 0.001), to report feelings of disrespect and/or judgement (p < 0.001), and that better understanding of personal identity/situation/culture and better communication would improve ED care. Qualitative analysis highlighted the following themes: poor communication between PWD and health care providers (HCP), compassionate medical care received, perceived HCP negative attitudes/beliefs related to having a disability and substance misuse, and perceived HCP lack of knowledge/skill to treat the unique health needs of PWD. Conclusion: Findings highlight the need to improve ED care for PWD. Future quality improvement initiatives should focus on incorporating a deeper understanding of disability into medical education and emergency medicine (EM) residency education, designing curricula that emphasize cultural humility, and implementing community-based placements providing opportunities for health professionals to work with and learn from PWD. [ABSTRACT FROM AUTHOR]

What was the 'alt' in alt-right, alt-lite, and alt-left? Tracing these controversial terms' development over the 2010s, this article interrogates the construction, meaning, and utility of the 'alt' modifier in US politics. Contextualizing the emergence of 'alt' among wider debates about how to spatially conceptualize anti-system politics beyond the left-right spectrum, it argues that 'alt' was used to name a tendency that moved beyond traditional ideological questions about what society should look like, and instead signified a preference about how politics should be done: namely, a rejection of the mainstream norms of political conduct, and an embrace of vulgarity, incivility and an extremely adversarial approach to political opposition. It shows how a popular-cultural understanding of 'alternative' was used to give this approach a countercultural sheen, and maps out the cleavages between groups that the alt/mainstream binary opened up. Finally, it considers the legacy of the 'alt' modifier in contemporary politics. [ABSTRACT FROM AUTHOR]

BACKGROUND: The ubiquitous use of social media places adolescents at high risk for cyberincivility (disrespectful, insensitive, or disruptive online behaviors). Adolescents who experience cyberincivility can have mental health issues including depression and suicidal ideation. However, no reviews synthesized findings from qualitative studies on cyberincivility among adolescents, which was the aim of this review. METHODS: Eleven articles were extracted from MEDLINE, Embase, PsycINFO, ERIC, and Education Full Text. Study qualities were assessed using the JBI Critical Appraisal Checklist. A meta‐ethnographic framework guided the thematic analysis. RESULTS: Five themes were identified: forms of cyberincivility, platforms used for cyberincivility, perceptions and understanding of cyberincivility, adverse impact on health, and perceptions of seeking support. Social media was often used for cyberincivility, and common forms of cyberincivility included impersonation, aggressive verbal behaviors, and social exclusion. Adolescents perceived cyberincivility as persistent and relentless, with severe health impacts including depression, but they hesitate to seek support. CONCLUSIONS: Considering the negative impact of cyberincivility on adolescents' physical and mental well‐being, it is important to develop anti‐cyberincivility programs in schools. Schools have opportunities to efficiently reach both perpetrators and victims of cyberincivility with anti‐cyberincivility programs rooted in trust building and engagement from family, community, and peers. [ABSTRACT FROM AUTHOR]

Using qualitative and quantitative methodologies, in three consecutive studies with employed samples, we developed measures of workplace incivility, mobbing, and abusive supervision sensitive to the nuances of a non-Western context (i.e., Türkiye). In Study 1, we first conducted 15 focus groups (N = 149), identified culture-specific and universal themes underlying the focal mistreatment types, and developed the initial scales. We then pilot-tested (N = 427) and refined the scales using exploratory factor analytic procedures. In Study 2, confirmatory factor analyses (N range = 456-524) and associations between the new scales and their widely used counterparts (N = 353) yielded evidence for the construct validity of the scales. Study 2 also involved the development of short forms of relatively long incivility and abusive supervision scales. In Study 3 (N = 482), we first examined the extent to which the three scales were operationally distinct. Second, we examined the scales' ability to predict burnout and organizational commitment. Results supported operational distinctiveness as well as the criterion-related validity of the scales. A dominance analysis revealed that the three scales had equivalent contributions in explaining the two outcome variables, further justifying their distinctiveness. We argue that the use of present scales is not necessarily restricted to the Turkish context and may prove useful more broadly in other neo-traditional contexts. [ABSTRACT FROM AUTHOR]

This study aims to examine Jordanian males’ comments on females’ physical appearance on Facebook to identify the impoliteness strategies that Jordanian males utilize in online communication. The socio-cultural factors affecting the selection of impoliteness behavior in males’ comments are also investigated. As for the corpus of the study, a total of 470 comments and replies were chosen from 32 females’ picture posts posted on two different Jordanian groups on Facebook. This study draws on Culpeper’s (1996) impoliteness framework. All Culpeper’s (1996) impoliteness strategies except withholding impoliteness (i.e., bald-on-record, sarcasm/mock, negative, positive) were employed. It was also found that making a clear boundary between different impoliteness strategies is not easy; more than one impoliteness strategy can be realized by the same expression. Furthermore, males were found to use other additional impoliteness strategies not mentioned in Culpeper’s (1996) impoliteness framework, namely, third-party implicit impoliteness, supplications, and negative interjections. The data analysis also revealed that some comments were subsumed under new categories not mentioned in previous (im)politeness frameworks: ambiguous (im)politeness and adversative (im)politeness. The use of such various strategies can be ascribed to the effect of socio-cultural and religious background on males’ behavior. [ABSTRACT FROM AUTHOR]

The effects of workplace incivility have been understudied in educational settings. To expand incivility research to educational professions, the present research investigates whether, how, and when workplace incivility deriving from different sources (coworkers, supervisors, and outsiders) is related to work-to-family interference (WFI) of preschool teachers. Drawing on the conservation of resources theory, the present study proposes that workplace incivility and subsequent maladaptive emotion labor strategies (i.e., surface acting) jointly create a resource-depletion mechanism contributing to elevated WFI and two resource-providing variables (supervisor work-family support and psychological detachment after hours) function as potential mitigating factors to break the resource-depletion mechanism. This study used a femaledominated sample (i.e., preschool teachers) found that workplace incivility from insiders (supervisors and coworkers respectively) and external stakeholders (child's family members) all positively linked to WFI, and surface acting mediated these relationships. Moreover, moderated mediation analyses indicated that psychological detachment buffered the mediated effect of surface acting on WFI, whereas supervisor work-family support did not. Findings deepen the understanding of why and when workplace incivility influences employees' family lives, as well as point to future intervention strategies. [ABSTRACT FROM AUTHOR]

Research has investigated emotional responses to perceived political incivility but not whether aspects of emotionality may be perceived as uncivil. When politicians display or evoke anger, they may increase democratic participation; however, because manifesting or evoking some negative emotions suggests disrespect—a central component of extant conceptualizations of political incivility—displaying anger and evoking fear and anger may be perceived as aspects of incivility. We test this using confirmatory factor analysis on a national sample of over 2,000 Americans. We find an overarching construct of perceived political incivility including not only three previously identified dimensions but also a fourth dimension reflecting negative emotions including fear and anger. Despite heterogeneity in perceived incivility, about 70% or more of respondents view behaviors including trolling and intentionally evoking anger and fear as mostly or very uncivil. [ABSTRACT FROM AUTHOR]

One of the underrepresented aspects of pragmatic competence development is perceiving and responding to impoliteness acts. The present study reports on a quantitative and qualitative investigation of two international English language teaching (ELT) textbook series published by Oxford and Cambridge University Press; it focuses on the books highly popular among a thriving representative sample of learners of English as a foreign language (EFL) across four language proficiency levels and explores their coverage and treatment of impoliteness acts and their responses. Drawing on stringent models and taxonomies, the findings reveal that this unpleasant side of language is ignored and misrepresented in the textbooks, particularly at lower proficiency levels. We draw on our own and others' previous incivility studies and argue for the inclusion of impoliteness especially from earlier stages of language learning owing to its saliency in authentic interactions. The study concludes with implications and suggestions for language learners, instructors, textbook writers, and researchers. [ABSTRACT FROM AUTHOR]

Objective To examine how a general inpatient satisfaction survey functions as a hospital performance measure. Methods We conducted a mixed-methods pilot study of the Hospital Consumer Assessment of Health Providers and Systems survey in Odisha, India. We divided the study into three steps: cognitive testing of the survey, item testing with exploratory factor analysis and content validity indexing. Cognitive testing involved 50 participants discussing their interpretation of survey items. The survey was then administered to 507 inpatients across five public hospitals in Odisha, followed by exploratory factor analysis. Finally, we interviewed 15 individuals to evaluate the content validity of the survey items. Findings Cognitive testing revealed that six out of 18 survey questions were not consistently understood within the Odisha inpatient setting, highlighting issues around responsibilities for care. Exploratory factor analysis identified a six-factor structure explaining 66.7% of the variance. Regression models showed that interpersonal care from doctors and nurses had the strongest association with overall satisfaction. An assessment of differential item functioning revealed that patients with a socially marginalized caste reported higher disrespectful care, though this did not translate into differences in reported satisfaction. Content validity indexing suggested that discordance between experiences of disrespectful care and satisfaction ratings might be due to low patient expectations. Conclusion Using satisfaction ratings without nuanced approaches in value-based purchasing programmes may mask poor-quality interpersonal services, particularly for historically marginalized patients. Surveys should be designed to accurately capture true levels of dissatisfaction, ensuring that patient concerns are not hidden. [ABSTRACT FROM AUTHOR]

This paper investigates the formal, conceptual, and functional characteristics of impoliteness in social media interactions, arguing that face-threatening acts can be viewed as an effective manifestation of social capital if delivered in a way that has potential to grant the user distinction in cyberspace – the process contingent on recognition by some groups and elimination of others. As argued in the following, social capital manifests itself through a distinct habitus that exploits relevant cultural resources specific to social media interactions for the purpose of successful differentiation between spaces and participants in this context. In order to account for the complex, richly intertextual nature of creative impoliteness on social media, the study introduces the concept of "e-mpoliteness," which refers not only to the surface form of the examined instances but also to the plethora of other resources and references that instantiate the habitus of meaning-making in online discourse. [ABSTRACT FROM AUTHOR]

This paper explores (im)politeness conceptualizations and evaluations and the moral foundations of lay notions of (im)politeness in Syrian Arabic. The data were collected using an online questionnaire which was administered to 88 native speaking participants. The results show that participants consider politeness and impoliteness as polar opposites; both are viewed as (in)consideration for others, chiefly conveyed through (dis)respect, and upholding/violating appropriate behaviors, respectively. Moreover, the results show that notions of hierarchical respect, face, equity rights, reciprocity, and attending to others' needs are central in motivating participants' views of (im)politeness. These notions are rooted in the moral foundations of authority/respect, fairness/reciprocity, and harm/care. Additionally, interesting findings emerge in that politeness in Syrian Arabic appears to be more of a relational phenomenon, based on morality, which is in line with contemporary views on politeness, than a rational and strategic behavior, as theorized in classical approaches. [ABSTRACT FROM AUTHOR]

This paper examines aggravated impoliteness in online restaurant reviews, with a dataset consisting of 92 negative reviews from the Chinese-based website Dazhongdianping. It first analyzes the usage and frequency of different types of aggravated impoliteness strategies. The topic categories of the review samples are then investigated, and the connection between these two aspects is further discussed. The variety of aggravated impoliteness strategies includes: preceding intensifiers, indignant exclamations, unpalatable questions, emoji, postpositional intensifiers, unfavorable comparisons, emphatic structure and taboo words, in decreasing order of frequency. These strategies are employed in connection with the ratings of: food, service, general experience, interpersonal judgments, price and environment. This study contributes to the impoliteness research by investigating the aggravated impoliteness in Chinese online data, and also enriches and provides insights into research on the genre of online consumer reviews. [ABSTRACT FROM AUTHOR]

The field of (im)politeness studies has been steadily growing and developing but the role of conventionality and the type of semiotic system (e.g., language vs. gesture) for impoliteness perception has not been sufficiently explored. We used a cognitive-semiotic framework combining a reaction-time experiment and in-depth interviews with sixty participants to explore how Russian and Swedish native speakers evaluate and describe highly and less conventional impolite behaviour expressed either through speech or through gesture. The results showed a positive correlation between the conventionality of expressions and how impolite they are judged to be, and that highly conventional expressions lead to faster judgements. Few differences were found between impolite expressions in the experiment, but some were reflected in the interviews. Further, we found that Swedish participants evaluated language and gestures as very impolite more often than Russian participants did. We discuss these findings through the lens of the proposed framework and offer a three-dimensional analysis of the concept of conventionality in terms of frequency, normativity, and encodedness. [ABSTRACT FROM AUTHOR]

Purpose: The current digital work environment promoting a "constant-on" culture is a hotbed for cyber incivility. Thus, there is a pressing need to understand its mechanisms. This study aims to shed light on the triggers, sources and impact of rude behaviours in cyberspace. The authors also present the boundary conditions that exacerbate or alleviate the effects of such negative experiences. Design/methodology/approach: Through a systematic literature review based on predefined search protocols, the authors synthesised the current knowledge on cyber incivility and identified 21 peer-reviewed research articles. Findings: The findings reveal the different sources of cyber incivility, its personal, relational and organisational antecedents and consequences, and its personal and situational boundary conditions that curb or enhance the negative impact. Research limitations/implications: The authors unravel the main future research avenues based on the review findings by systemising knowledge on cyber incivility. Managerial efforts in the form of interventions and mitigation are also discussed to help combat this grieving issue in the workplace. Originality/value: This paper presents the first systematic review of the cyber incivility literature and identifies new avenues for future research. Scholars can expand upon the findings of this study to fill gaps and move the incivility in cyberspace forward. It also offers practical insights on mitigating the advancement of such behaviours in organisations. [ABSTRACT FROM AUTHOR]

Although language research has focused on blackmail in general, less attention has been paid to emotional blackmail. To date, researchers could not locate any literature that examines emotional blackmail from a linguistic standpoint. The current study is intended to fill this gap by scrutinizing emotional blackmail from a pragma-stylistic point of view by examining the style of the characters in selected episodes extracted from the American Breaking Bad series. To carry out the study, an eclectic model comprising kinds of emotional blackmailers by Forward and Frazier (1997), Searles' speech acts (1979), Grice's maxims (1975), Brown and Levinson's politeness (1987), Culpeper's impoliteness (1996), and Simpson's stylistic levels (2004) will be used. The study examines how emotional blackmailers reflect themselves through language and how different pragmatic theories contribute to detecting emotional blackmail. The pragma-stylistic analysis reveals that emotional blackmailers use different pragmatic and stylistic elements. Pragmatically, the analysis demonstrates that punishers more frequently utilize commissive speech acts, whereas sufferers more frequently use representative and expressive speech acts. Besides, the punishers' speech is realized by breaching the quantity and manner maxims whereas the sufferer's speech is manifested by breaching the quantity and quality maxims. Concerning (im)politeness, the punishing behavior is accomplished by positive politeness, negative impoliteness, bold on-record impoliteness, and positive impoliteness while the suffering behavior is accomplished through positive politeness. Stylistically, the language used to talk about suffering is associated with discomfort and unhappiness. Concerning grammar, the punishing discourse emphasizes threats through fronting strategies. With suffering, negative auxiliaries are used. [ABSTRACT FROM AUTHOR]

Background: Interfacility patient transfers are fraught with issues such as missed or ineffective communication in Montana given wide geographic distance between facilities and variance in resources. Inaccurate, absent, or delayed patient details may negatively affect patient outcomes and further result in duplicative testing and medication errors. Objective: The objective of this study was to describe the process of patient information communication during interfacility transfers as perceived by nurses practicing in Montana. Methods: The study design was a pilot cross-sectional descriptive approach. An online Qualtrics survey included demographic questions, two exploratory communication competence instruments, and four open-ended questions regarding communicating interfacility transfer patient information. Results: A total of 33 nurses completed the study, with the majority practicing at a critical access hospital (n = 15, 47%). Communication competence mean scores increased with dyad conversations, and a lack of standardized handoff tools was noted as a challenge. Nurses identified the following as barriers in the interfacility transfer handoff: incivility, amount of paperwork, interoperability issues, incomplete or outdated information, time, and resources. Implications for Practice: There is wide variability in current communication practices, ranging from verbal to electronic document transfers. The rural healthcare space is prime to continue examinations surrounding workflow optimization, accuracy, and consistency in shared information exchange at the time of interfacility transfer. There is an opportunity for potential training and education surrounding effective communication, interpersonal behaviors that support cross-organizational interactions, and the development of a standardized handoff tool contextual for interfacility transfer patients. [ABSTRACT FROM AUTHOR]

Globally, significant numbers of women report obstetric violence (OV) during childbirth. The United Nations has identified OV as gendered violence. OV can be perpetrated by any healthcare professional (HCP) and is impacted by systemic issues such as HCP education, staffing ratios, and lack of access to continuity of care. The current study explored the experiences of OV reported in a national survey in 2021 by Australian women who had a baby in the previous 5 years. A content analysis of 626 open text comments found three main categories: "I felt dehumanised," "I felt violated," and "I felt powerless." Women reported bullying, coercion, non-empathic care, and physical and sexual assault. Disrespect and abuse and non-consented vaginal examinations were the subcategories with the most comments. [ABSTRACT FROM AUTHOR]

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The purpose of this study was to explore the internal library workplace incivility, conflict, and dysfunction which currently exist and identify five-year trends as compared to the results of the study conducted by Henry et al. (2018). Areas of bullying, cyber bullying, mobbing, cyberloafing, and emotional intelligence were explored in addition to the impact of COVID-19 on incivility. The data represents both quantitative and qualitative feedback from 643 library employees through a self-reporting survey distributed by the authors through listservs. Findings indicate since 2017 library workplace dysfunction, cyberloafing, and bullying behaviors have increased while mobbing and emotional intelligence have declined. [ABSTRACT FROM AUTHOR]

AbstractComputer-supported collaborative argumentation is an online activity that can engage students in deep discussion and analysis of complex problems. Given the potentially confrontational nature of argumentation, using polite language becomes a strategic approach to prevent breakdowns in group communication and nurture productive dialogues. This study aims to understand how politeness and argumentation moves influence subsequent conversation dynamics in online debates. Student postings in threaded discussions (from 20 online debates containing 2,008 messages posted by students across five semesters of a graduate-level course on distance education) were coded and scored on politeness and impoliteness using natural language processing software. The scored postings were examined to determine how impoliteness and politeness impact students’ proclivity to engage in and produce more sustained argumentative exchanges to evaluate presented claims thoroughly. The findings show that impoliteness steadily increased by up to 84% as contentious discussion threads reached 7 levels deep, and impoliteness was significantly higher in frequency in postings presenting challenges. Correspondingly, the use of politeness increased steadily by up to 139% as discussion threads reached 6 levels deep, with the frequency of politeness nearly equal across postings presenting challenges, explanations, and evidence. [ABSTRACT FROM AUTHOR]

Incivility in online commenting sections can create a hostile environment and result in the silencing of vulnerable voices. Accordingly, content websites and social media platforms have an ethical responsibility—one that aligns with their strategic interests—to minimize users' exposure to uncivil content. To this end, platforms invest great effort and budget in automatic and manual filtering mechanisms. Yet, these efforts create a competing ethical quandary, as they often come at the expense of free expression, particularly in cases where comments do not explicitly infringe on stated guidelines but might nevertheless be interpreted as offensive. In this paper, we examine an alternative moderation approach, based on comment reordering as opposed to deletion of uncivil comments. Specifically, we show that exposure to uncivil (vs. civil) comments located in the head or at the bottom of a list of comments increases subsequent commenters' likelihood of posting uncivil comments themselves. Exposure to uncivil comments in the middle of a list, however, does not significantly enhance commenters' likelihood of commenting uncivilly. These results offer new theoretical insight into how incivility is transferred between users in online environments. Our results also suggest a straightforward technological solution for mitigating online incivility, which is more ethical and practical than current industry standards. This involves placing civil comments at the beginning and end of the comment thread, with uncivil comments located in the middle. [ABSTRACT FROM AUTHOR]

The debate about whether the sexes communicate and behave differently continues. The stereotype that women are not funny or that their language or behavior is more "ladylike" is very widespread and has been current for decades, if not centuries. Gender differences in politeness and humor were also frequently reported by early anthropologists, sociolinguists, and cognitivists, but many modern linguists are far from convinced by such findings. Examining multimodal communication, a development phase within many fields, may help us find evidence to support or undermine a sociocognitive hypothesis such as women are more polite or are naturally less funny than men. Using a corpus of political cartoons, this study identifies whether there are gender differences in the use of taboo language and humor, putting special emphasis on impolite metaphor and metonymy. The results of this research show no differences between male and female cartoonists in the use of taboo or impolite metaphors and metonymies. Rather, individual variations are reported. This analysis, then, offers a new window on an age-old question about how men and women think, communicate, and behave. [ABSTRACT FROM AUTHOR]

The article highlights the damaging nature of workplace incivility, emphasizing its subtle yet widespread impact. Topics discussed include the insidious nature of workplace incivility, its pervasive presence in various organizational settings, and the harmful consequences it inflicts on individuals and workplaces.

Following the principles of dynamic equilibrium theory (DET), this study examined the stable (institutional) and dynamic (episodic) components of mistreatment [experienced incivility and perpetrated counterproductive work behaviours (CWB)] using two longitudinal field samples based on a latent trait–state modelling approach. Study 1 (N = 615) leveraged a weekly lag design over four assessment points and Study 2 (N = 880) leveraged a monthly lag design over five assessment points. Across the two studies, results indicated that the majority of variance in both mistreatment constructs was institutional (i.e., individuals have meaningful set points that persist over time). Furthermore, institutional experienced incivility was positively related to institutional perpetrated CWB (i.e., the set point for experiencing incivility was positively related to the set point for perpetrating CWB). Similarly, episodic experienced incivility was concurrently associated with episodic perpetrated CWB (i.e., atypical episodes of experienced incivility were concurrently related to atypical episodes of perpetrated CWB). Interestingly, episodic experienced incivility did not have a lagged effect on future episodic perpetrated CWB, while episodic perpetrated CWB did have a lagged effect on future episodic experienced incivility. As such, for minor atypical episodes of mistreatment (i.e., incivility), we found evidence of dynamic equilibrium in that there are immediate episodic changes in other forms of mistreatment, but internal adaptive mechanisms appear to neutralize these effects over time. Meanwhile, overt atypical episodes of mistreatment (i.e., CWB) appear to have both immediate and lasting effects on other forms of mistreatment. These results have implications for DET, as well as for predicting the effectiveness of mistreatment research methodologies and interventions. [ABSTRACT FROM AUTHOR]

Drawing on the Job Demands-Resources (JD-R) theory, this study examines the relationship between workplace incivility and workers' psychological well-being. A related aim is to examine the link between workers' religiosity and their well-being, with workplace incivility moderating this nexus. Data were collected from 247 employees identified from private sectors (in Jordan and the UAE) via online-survey questionnaire. Factor analysis and hierarchical moderated multiple regression models were used to test the hypotheses. Study results show that workers' religiosity is positively and significantly associated with their psychological well-being, while workplace incivility is negatively (but insignificantly) associated with workers' psychological well-being. In addition, and contrary to our expectations and prior studies, our results suggest that workplace incivility strengthens the direct relationship between religiosity and well-being. The mechanism of this intersection may propose that rude and uncivil treatments positively predict self-blame, something that may lead the targets to become more religious to get recovery from different types of incivility and stressful life events. This study highlights the contextual applicability and possible extension of the JD-R theory through extending its model to religiosity and well-being of employees in a diverse cultural context in the Middle East. [ABSTRACT FROM AUTHOR]

This research uses a comparative case study approach to explore the Israeli-Palestinian and Ukrainian-Russian conflicts within the framework of the Security Dilemma. It employs primary and secondary sources. The study analyzes each conflict individually while allowing for meaningful comparisons between them to identify patterns in each case. The research challenges the traditional dichotomy between offensive and defensive realism by proposing that state behavior is influenced by an interplay between both paradigms based on strategic calculations. States may engage in offensive behavior when advantageous or adopt defensive strategies out of necessity. This paper offers insights into these dynamics, thereby generating new perspectives in political science debates. [ABSTRACT FROM AUTHOR]

Cuber-bullying and Cuber-aggression analysis and detection form a critical aspect in today's social networking research being driven by machine learning and deep learning techniques. Quite a number of several techniques have been proposed to measure and detect unpleasant or offensive content or behavior on different social platforms over the years; this includes chat analysis of speech and fuzzy logic, natural language processing (NLP) among others. In this research, sentiment analysis of tweeter text using hybrid neural network to detect cyber-bullying and cyber-aggression from users' tweets on twitter and google images was developed with RNN for the text analysis and CNN for image analysis. The proposed methodology exploits sentiment analysis features like polarity of text, specific feelings and emotions, intentions and images to determine bullying or aggression. The text data is generated from Twitter through Twitter API and images from google. Deep learning models (RNN and CNN) continue to demonstrate their potential in the task of predictive analytics to tackle data analysis and learning challenges as the size of data grows and the need for a quick and accurate result grows. The efficiency and performance of models were evaluated with RNN and CNN outperforming the other classification algorithms achieving accuracy of 0.951 and 0.911 also, F-Measure scores were 0.910 and 0.890 showing impressive performance in the analysis and detection in text and images. This research provides a substantial contribution to cyberbullying and cyberaggression analysis and detection mechanism by tapping into Twitter users' psychological features including personalities, sentiment and emotion. domain by harnessing the potentials deep learning. [ABSTRACT FROM AUTHOR]

BACKGROUND: Stress is a pivotal aspect of organizational psychology. Although an individual's attitude and behaviour at work have received greater investigation, scant attention has been given to family-related dynamics and their impact on work. OBJECTIVE: This study contributes to understanding work-family dynamics by investigating the connection between family incivility and job dissatisfaction during the pandemic. Based on the conservation of resources theory, the research explores the potential moderating role of perceived organizational support. METHODS: The investigation uses structural equation modelling (SEM) for data analysis while controlling for age, gender, and experience. Data has been collected with an adapted scale and time-lag technique in which the first wave encompassed independent variables and demographics. The second wave gathered moderator and dependent variables through a non-probability sampling of IT employees. RESULTS: Findings reveal a significant positive link between family incivility and job dissatisfaction, implying higher family incivility is linked to increased job dissatisfaction. Moreover, the study indicates that organizational support can mitigate the negative impact of family incivility on job dissatisfaction. CONCLUSION: This research underscores the pivotal role of organizational support in enhancing employee job outcomes. Hence, organizations should prioritize employee well-being, recognizing it as an integral aspect of their functioning. [ABSTRACT FROM AUTHOR]

Although cyber incivility (i.e., an interpersonal workplace stressor displayed through uncivil behaviors manifested in online working communication) occurs every day in the workplace, we know little about how it influences employees' task performance at daily level, nor why and when this influence occurs. To address these limitations, we theorized and tested a model that links cyber incivility to task performance via negative affect and sleep quality at daily level and a cross-level boundary condition at the person level (i.e., self-leadership). Multilevel modeling results based on data collected from 112 full-time employees with 866 observations suggest that daily cyber incivility has a time-lagged effect on task performance of the following day after controlling for task performance the same day. This intrapersonal effect can be explained by the induced negative affect of the following workday but not sleep quality of the previous night. In addition, the relationship between cyber incivility and negative affect and the indirect effect of cyber incivility on task performance via negative affect were weaker among employees with high rather than low self-leadership. [ABSTRACT FROM AUTHOR]

Background: Nursing education research and anecdotal literature has revealed that undergraduate nursing students report anxiety related to clinical practice. Most published studies have focused on the effectiveness of interventions to reduce anxiety; only a few identify specific sources of clinical practice anxiety. Method: We conducted an integrative literature review to understand the sources of nursing students' practice-related anxiety and how this anxiety has been measured. Results: We classified sources of practice-related anxiety into nine themes grouped into five categories: consequences of making a mistake; fear of the unknown; incivility of staff members or teachers; threat to self-concept, image, or health; and theory-practice gap. Practice-related anxiety was measured quantitatively with various surveys and qualitatively using semistructured individual or group interviews and students' journal entries. Conclusion: Different sources of practice-related anxiety likely require distinct interventions. Further research is recommended to identify effective interventions to reduce anxiety related to each of the identified themes. [J Nurs Educ. 2024;63(6):349–355.] [ABSTRACT FROM AUTHOR]

Background: Nursing incivility, defined as disrespectful behaviour toward nurses, is increasingly recognized as a pressing issue that affects nurses' well-being and quality of care. However, research on the pathways linking incivility to outcomes is limited, especially in Saudi hospitals. Methods: This cross-sectional study examined relationships between perceived nursing incivility, nurse stress, patient engagement, and health outcomes in four Saudi hospitals. Using validated scales, 289 nurses and 512 patients completed surveys on exposure to incivility, stress levels, activation, and medication adherence. The outcomes included readmissions at 30 days and satisfaction. Results: More than two-thirds of nurses reported experiencing moderate to severe workplace incivility. Correlation and regression analyzes revealed that nursing incivility was positively associated with nursing stress. An inverse relationship was found between stress and patient participation. Serial mediation analysis illuminated a detrimental cascade, incivility contributing to increased nurse stress, subsequently diminishing patient engagement, ultimately worsening care quality. Conclusions The findings present robust evidence that nursing incivility has adverse ripple effects, directly impacting nurse well-being while indirectly affecting patient outcomes through reduced care involvement. Practical implications advocate for systemic interventions focused on constructive nursing cultures and patient empowerment to improve both healthcare provider conditions and quality of care. This study provides compelling information to inform policies and strategies to mitigate workplace mistreatment and encourage participation among nurses and patients to improve health outcomes. [ABSTRACT FROM AUTHOR]

Recent years have seen an increase in the use of email for work-related matters. Although it represents a convenient way to communicate, it can expose workers to the risk of being victims of rude email communications. This two-sample study investigates whether email incivility is related to work-life conflict and emotional exhaustion, directly and indirectly through techno-invasion. In the second study, we replicate the findings in a different country and extend our findings by additionally examining the moderating role of resilience. A total of 199 Italian (Study 1) and 330 British (Study 2) workers completed online questionnaires. In both countries, employees who reported email incivility from colleagues were more likely to experience work-life conflict and emotional exhaustion both directly and indirectly through techno-invasion. In Study 2, resilience moderated the association between email incivility and techno-invasion. When confronted with email incivility, workers who scored low and moderate on resilience were more likely to experience techno-invasion and then work-life conflict and emotional exhaustion, unlike workers high in resilience, for whom the indirect effect was nonsignificant. Our findings suggest that organizations should put in place "netiquette" codes to provide their employees with rules about writing emails in a civil tone. Moreover, workers could benefit from psychological resilience training in addition to training on email management. [ABSTRACT FROM AUTHOR]

Purpose: This study examined how likeminded Facebook comments with incivility and without supporting evidence influence readers' evaluations of the commenter and online political participation intention. This study also investigated whether the indirect effect of exposure to uncivil comments and comments without evidence on online political participation through evaluations of the commenters is contingent on the strength of partisanship. Design/methodology/approach: The study used a 2 (uncivil comments vs civil comments) × 2 (comments without supporting evidence vs comments with supporting evidence) factorial design with a scenario about reading similar viewpoints about the gun control issue in Facebook comments. Findings: The results showed that compared to exposure to civil agreeing comments, exposure to uncivil likeminded comments resulted in higher levels of negative evaluations of the commenters, which in turn decreased willingness to participate in political activities online. Exposure to comments without evidence led to more negative evaluations of the commenters, but it did not significantly influence online political participation. In addition, the strength of partisanship did not significantly moderate the indirect effect of exposure to uncivil comments and comments without evidence on online political participation through evaluations of the commenters. Originality/value: Although previous studies have demonstrated the significant effects of incivility and reasoned argument, little is known about whether and how people evaluate ingroup members' comments that are uncivil and lacking reasoned arguments. Most of these studies have examined incivility in political contexts, but few have extended the context to the effect of likeminded comments, especially when the comments are uncivil and lack supporting evidence. The current study aims to fill this gap in the literature. [ABSTRACT FROM AUTHOR]

Throughout his political career Donald Trump has utilized name-calling when referring to his opponents. These pejoratives are a ubiquitous part of political discourse in contemporary society. Scholarly research has yet to examine the effect that this type of incivility has on individuals' evaluations of both the attacker (i.e. the person using name-calling) and the victim. Our research aims to fill this gap by testing the effect of name-calling through the implementation of a national survey experiment. We test the effect of name-calling on candidate evaluations by randomly inserting a pejorative in front of a fictitious candidate's name in a news story. Our findings indicate that name-calling often backfires. Respondents who saw the pejorative tend to rate the attacker lower. Our findings also show an odd partisan symmetry in how respondents rate this behavior by their co-partisans, i.e. both Republicans and Democrats punish Democratic candidates that use name-calling but ignore Republicans' use of it. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this study is to introduce the concept of workplace camaraderie and to investigate the mechanism through which workplace camaraderie influences incivility at the workplace. The study is explained by taking the sequential mediation of personal biases leading to cronyism and favoritism. Social identity theory is used as the underpinning theory to explain the framework adopted. Design/methodology/approach: Positivism research philosophy followed by the deductive approach is followed to meet the objectives of the current study. In total, 171 employees working in public sector organizations were taken as the respondents to the study. A purposive sampling technique was used to collect the data through self-administrated questionnaires. Path model is used through Mplus to generate the results and test hypotheses. Findings: The results suggested that workplace camaraderie significantly affects incivility at a workplace with the sequential mediation of personal biases leading to cronyism and favoritism. Originality/value: Although several researchers have studied the link between camaraderie and other employees' related attitudinal and behavioral outcomes, few have explored the roles of personal biases, cronyism and favoritism in the relationship to incivility. This study thus posits a novel sequential mediation mechanism, based on the social identity theory, through which camaraderie is translated into civil behavior. Moreover, this study adds value by investigating this model in the public sector, where camaraderie can come up with important consequences. [ABSTRACT FROM AUTHOR]

This study delves into the use of impoliteness strategies within emails sent by undergraduate and postgraduate students to their professors, aiming to discern the variance in their implementation based on (Culpeper and Hardaker's. 2017. Impoliteness. In: Culpeper, Jonathan, Haugh, Michael and Daniel Kadar (eds.), The Palgrave handbook of linguistic (im) politeness, 199–225. Basingstoke: Palgrave) model. Data, comprising emails from University of Jordan students and semi-structured interviews, underwent analysis to identify impoliteness strategies and themes. Findings indicate a higher prevalence of impolite strategies among undergraduates, totaling 58 instances compared to 38 among postgraduates. Particularly, undergraduates exhibit a greater tendency toward positive impoliteness. Thematic analysis of interviews unveils three contributing factors: work experience, participation in writing skills courses, and familiarity with formality levels. Notably, undergraduates' lack of work experience contrasts with postgraduates', often impacting their email etiquette. Moreover, postgraduates' extensive enrollment in writing courses during MA studies fosters a more formal approach in communication with professors. The study underscores implications for future research, emphasizing the need to explore these dynamics further. By comprehending the influences on students' email behavior, institutions can devise tailored interventions to promote effective and respectful communication within academic setting. [ABSTRACT FROM AUTHOR]

Scholars have questioned the effectiveness of reflective practice for gaining professional awareness or attaining professional development. In addition, the prevalence of inadequate comprehensive framework for pre-service teachers' reflective practice and insufficient support of teacher educators have been noted in the literature. Against these backdrops, the present study attempted to demonstrate how reflecting on reflections, a form of reflective practice, of Critical Incidents (CIs) contributes to building pre-service TESOL teachers' professional awareness. The study involved ten pre-service teachers (PSTs) in reflecting on reflections of CIs during the teaching practicum. Following the interpretive phenomenological approach, the study unfolded the CIs associated with pedagogical factors, including passive participation of the students, students' late arrival in the classroom, disobedience to teachers' instructions, the chaotic environment in the classroom, students' rude behavior, and disruption caused by technical glitches, and CIs associated with intrapersonal and interpersonal factors, comprising students' emotional exhaustion and unprofessional behaviors by senior teachers. Subsequently, it illustrated how PSTs cultivated their professional awareness through reflecting on reflections of CIs. The study presented a reflective practice framework applicable to pre-service and in-service teacher education programs. It also provided practical suggestions for pre-service and novice teachers to address and overcome the CIs. Teacher educators and trainers can harness the findings to prepare PSTs to conduct interactive and productive English language classes. [ABSTRACT FROM AUTHOR]

Danish prosecutors report exposure to negative acts from professional counterparts in courtrooms, which is associated with an increased risk of burnout. However, knowledge of the characteristics of these acts is limited. Based on existing theoretical frameworks, this study aims to characterize these negative acts. A nation-wide survey of Danish prosecutors (response rate: 81%) yielded 687 descriptions of experiences with negative acts from professional counterparts from a career perspective. These were analyzed using theory-directed content analysis based on the Stress-as-Offense-to-Self (SOS) theory by Semmer and colleagues and Cortina and colleagues' characterization of incivility in American courtrooms. We identified a total of 15 types of behavior within the three main themes: illegitimate tasks (n = 22), illegitimate stressors (n = 68), and illegitimate behavior (n = 612). Tentative differences in the distribution of experienced negative acts from a career perspective were found for gender and seniority. Women reported negative acts more frequently than men, and assistant prosecutors reported verbal abuse more frequently than senior prosecutors, who, conversely, more often reported a perceived lack of court management. More prospective research is needed on negative acts experienced by prosecutors to assess the scope of these in Danish courtrooms and how they impact the risk of burnout. [ABSTRACT FROM AUTHOR]

Professional collaboration is a key component of patient care and a source of fulfilment for oral health care providers. However, reports of incivility in employment as well as education are increasing impacting individuals in all settings including patients. Uncivil behavior implies a disregard for others and creates an atmosphere of disrespect, conflict, and stress. In contrast, civility towards others implies polite, respectful behavior towards others. This short report presents case studies in dental hygiene clinical practice and in dental hygiene education with strategies for approaching uncivil behavior. [ABSTRACT FROM AUTHOR]

Why you should read this article: • To recognise there are occasional instances of problematic behaviour towards colleagues in nursing teams • To learn ways of investigating potential problematic behaviour through exploring the beliefs, values and attitudes of individuals and the team • To contribute towards revalidation as part of your 35 hours of CPD (UK readers) • To contribute towards your professional development and local registration renewal requirements (non-UK readers). Behaviour towards colleagues within the nursing team that undermines teamwork and conflicts with standards and policies can be described as problematic. It is important that nurse managers understand and investigate potential problematic behaviour towards colleagues, particularly in today’s healthcare environment where team cohesion and morale are constantly under threat. In this article, the author highlights the challenges for nurse managers and describes the sensitive and respectful exploratory process they need to undertake. Nurses’ behaviours are underpinned by beliefs, values and attitudes so investigating potential problematic behaviour warrants an exploration of these aspects with individual nurses and with the nursing team. Therefore, the author also suggests a way for nurse managers to conduct a collective exploration of the team’s values. [ABSTRACT FROM AUTHOR]

Purpose: Drawing on the conservation of resources theory, this study aims to identify the mediating effects of depersonalization and resilience on the relationship between customer incivility and organizational citizenship behavior (OCB). It further posits that these indirect effects vary depending on the caring climate and achievement orientation. Design/methodology/approach: A field survey among 622 service employees (Study 1) and a three-wave field survey of 315 service employees and their managers (Study 2) from various service organizations were conducted. Findings: This study confirms that depersonalization operates as a negative mediator in the relationship between customer incivility and OCB. Simultaneously, resilience emerges as a positive mediator, underscoring the contrasting pathways through which customer incivility affects OCB. Furthermore, a caring climate plays a pivotal role in mitigating the detrimental impact of depersonalization on OCB and weakening the positive impact of resilience on OCB. Additionally, this study identifies achievement orientation as a significant moderator between customer incivility and resilience. Originality/value: This study advances theoretical foundations by investigating depersonalization and resilience as critical mediators in the intricate relationship between customer incivility and OCB. It goes beyond the conventional understanding of customer incivility's impact by shedding light on the dual roles of a caring climate, demonstrating its potential to alleviate both positive and negative consequences of customer incivility. Moreover, its identification of achievement orientation as a moderator adds a novel dimension to the discourse, emphasizing the need for tailored strategies to harness employee resilience in the face of customer incivility. [ABSTRACT FROM AUTHOR]