Workplace incivility and its effect on performance: A study of the Kumasi Metropolitan Assembly

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The study examined how Workplace Incivility affects Performance in the Kumasi Metropolitan Assembly (KMA). Workplace Incivility can be defined as low-intensity deviant behaviour with unclear intent to harm the target, which violates workplace norms for mutual respect. The objectives of this research were: to identify the main types of incivility that occur at KMA; to assess the relationship between social status (e.g. sex, level in organization) and the occurrence of incivility in KMA; and to examine the relationship between incivility and staff performance in KMA. Based on reviewed literature, the researcher classified uncivilised behaviour as Supervisory bullying, co-worker infighting, worker-customer conflict and sexual harassment. Responses indicated that these incivilities in KMA are on the low level. On incivility and various demographics, there were significant relationship between some incivilities and demographics like age, education, employment status and tenure. On staff performance, previous studies reported decreased productivity among other factors such as declining commitment. The researcher confirmed these assumptions in the studies by recording negative and significant relationship between all four incivilities and productivity. Based on the findings, it was realized that most of the respondents reported low levels of incivility but the general perception is that there is high incivility in KMA. It therefore bestows on the workers to change this perception of people about KMA. Nevertheless, these incivilities were recorded as having negative correlations with productivity at work. In view of this, the researcher recommends that workers of the Assembly should make conscious effort to do away with such incivilities so that productivity would not be greatly affected.
A thesis submitted to the Department of Managerial Sciences, Kwame Nkrumah University of Science and Technology in partial fulfilment of the requirements for the degree of Master of Business Administration (Human Resource Management option).