Stopping Workplace Incivility; More companies realize that on-the-job rudeness can mean lower revenue.(MANAGING FOR SUCCESS)

Publication: Investor's Business Daily

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Byline: MARILYN MUCH

A few weeks ago, a squabble broke out during a meeting at the New York headquarters of upscale handbag and accessories retailer Coach.

The group was discussing ways to improve the supply chain that brings products to market, a topic about which team members often get passionate and hold strong views. Things were going smoothly until two executives with differing opinions got into a heated exchange.

The incident made attendees uncomfortable, since they're used to more collegial behavior. The company has cultivated an environment where employees treat one another with respect, dignity and fairness.

Coach starts that process by communicating employee behavior requirements during orientation, when it hands out a guidebook with a section titled the "respect standard." Coach reminds new hires that respect for everyone they interact with is the foundation for a productive workplace. The firm also offers training programs aimed at helping employees respect one another's views.

Respectful behavior is so ingrained in the Coach culture that the participants in the argument asked human resources to help resolve their...

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