Rudeness seems to be on the rise. Why?
Being rude rarely makes anyone feel better. I’ve often wondered why people in professions where they meet the public, like servers in a restaurant, decide to act rudely, when greeting the public with a more cheerful demeanor probably would make everyone feel better.
Pressure undoubtedly plays a huge role. Pressure to perform at work and pressure to get everywhere as fast as possible. Pressure can create a high degree of stress–the kind of stress that leads to unfortunate results.
Let’s be specific about “getting everywhere.” I blame a lot of rude behavior on the incessantly increasing traffic many of us are forced to confront. It makes life difficult, even scary, for pedestrians as well as drivers.
How many times have you, as a pedestrian in a crosswalk, been nearly swiped by the car of a driver turning way too fast?
How many times have you, as a driver, been cut off by arrogant drivers who aggressively push their way in front of your car, often violating the rules of the road? The extreme end of this spectrum: “road rage.”
All of these instances of rudeness can, and sometimes do, lead to fatal consequences. But I just came across several studies documenting far more worrisome results from rude behavior: serious errors made by doctors and nurses as a result of rudeness.
The medical profession is apparently concerned about rude behavior within its ranks, and conducting these studies reflects that concern.
One of the studies was reported on April 12 in The Wall Street Journal, which concluded that “rudeness [by physicians and nurses] can cost lives.” In this simulated-crisis study, researchers in Israel analyzed 24 teams of physicians and nurses who were providing neonatal intensive care. In a training exercise to diagnose and treat a very sick premature newborn, one team would hear a statement by an American MD who was observing them that he was “not impressed with the quality of medicine in Israel” and that Israeli medical staff “wouldn’t last a week” in his department. The other teams received neutral comments about their work.
Result? The teams exposed to incivility made significantly more errors in diagnosis and treatment. The members of these teams collaborated and communicated with each other less, and that led to their inferior performance.
The professor of medicine at UCSF who reviewed this study for The Journal, Dr. Gurpreet Dhallwal, asked himself: How can snide comments sabotage experienced clinicians? The answer offered by the authors of the study: Rudeness interferes with working memory, the part of the cognitive system where “most planning, analysis and management” takes place.
So, as Dr. Dhallwal notes, being “tough” in this kind of situation “sounds great, but it isn’t the psychological reality—even for those who think they are immune” to criticism. “The cloud of negativity will sap resources in their subconscious, even if their self-affirming conscious mind tells them otherwise.”
According to a researcher in the Israeli study, many of the physicians weren’t even aware that someone had been rude. “It was very mild incivility that people experience all the time in every workplace.” But the result was that “cognitive resources” were drawn away from what they needed to focus on.
There’s even more evidence of the damage rudeness can cause. Dr. Perri Klass, who writes a column on health care for The New York Times, has recently reviewed studies of rudeness in a medical setting. Dr. Klass, a well-known pediatrician and writer, looked at what happened to medical teams when parents of sick children were rude to doctors. This study, which also used simulated patient-emergencies, found that doctors and nurses (also working in teams in a neonatal ICU) were less effective–in teamwork, communication, and diagnostic and technical skills–after an actor playing a parent made a rude remark.
In this study, the “mother” said, “I knew we should have gone to a better hospital where they don’t practice Third World medicine.” Klass noted that even this “mild unpleasantness” was enough to affect the doctors’ and nurses’ medical skills.
Klass was bothered by these results because even though she had always known that parents are sometimes rude, and that rudeness can be upsetting, she didn’t think that “it would actually affect my medical skills or decision making.” But in light of these two studies, she had to question whether her own skills and decisions may have been affected by rudeness.
She noted still other studies of rudeness. In a 2015 British study, “rude, dismissive and aggressive communication” between doctors affected 31 percent of them. And studies of rudeness toward medical students by attending physicians, residents, and nurses also appeared to be a frequent problem. Her wise conclusion: “In almost any setting, rudeness… [tends] to beget rudeness.” In a medical setting, it also “gets in the way of healing.”
Summing up: Rudeness is out there in every part of our lives, and I think we’d all agree that rudeness is annoying. But it’s too easy to view it as merely annoying. Research shows that it can lead to serious errors in judgment.
In a medical setting, on a busy highway, even on city streets, it can cost lives.
We all need to find ways to reduce the stress in our daily lives. Less stress equals less rudeness equals fewer errors in judgment that cost lives.