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Incivility is silently chipping away at people, organisations, and our economy. Slights, insensitivities, and rude behaviours can cut deeply. Moreover, incivility hijacks focus. Even if people want to perform well, they can't. Customers too are less likely to buy from a company with an employee who is perceived as rude. Ultimately, incivility cuts the bottom line. In Mastering Civility, Christine...