Toxic work culture: Insulted at the workplace? Experts dissect language, ways to deal with it and need for policy

A Mumbai-based professional was once told, "you're a disaster and that your creative stuff is sh't". The professional, who pleaded anonymity, says it was one of the first insults they faced at the workplace. "The power of words can really play with your mind and I was down for a long time," he says. The animation producer like many others didn't do much about it because they had bigger fish to fry.

Since then, they have got better pay and that works in his favour because more importantly they have a huge loan that needs to be paid. As much as most people choose to be, like the Mumbaikar, who says their work and professional responsibilities are bigger than these insults, toxic work culture is rampant in India and around the globe.

Recently, a video of a bank employee shouting and insulting his colleagues on a video call in Kolkata went viral. Facing severe backlash because of the behaviour, the company suspended the employee and said they do not encourage such behaviour. While action has been taken, this points to a larger problem where employees are often at the receiving end of such insults at the workplace. However, nothing is being done about it by the employers who have failed to recognise a larger problem, that affects mental health.

Coincidentally, Mpower recently released a survey ‘Mental Health and Wellness Quotient @Workplace 2023', which revealed that 48 per cent of corporate employees are struggling with mental health issues. Among them, female corporate employees are more prone to high mental health risk at 56 per cent compared to men at 41 per cent.

When this journalist reached out to people for their experiences, he was flooded with messages from people working across various industries. However, many of them choose to remain anonymous fearing repercussions.

Toxic workplace culture could affect people in many ways. As Nazneen Chunawala, counselling psychologist and senior manager at Mpower Outreach, explains, "Bad language at office would mean raising voice on the floor, blaming in front of all, being disrespectful to the subordinates and denying their concerns without adequate listening." Mpower is a mental health initiative by the Aditya Birla Education Foundation.

The animation producer isn't the only one. A media professional shares, "I have been insulted, bullied and even had personal attacks made by a senior at workplace. I am a journalist. I have been made to feel extremely guilty for getting my hands on a big interview maybe because they thought I didn't deserve to interview such a big star or maybe because they were jealous." It didn't end there because the professional was asked to not take any mental health leaves and instead change it to a sick leave. "Things were so toxic that I resorted to anxiety pills. I was given no leave from work whatsoever and many a times I worked 24x7."

The journalist's toxic times didn't end at office. It followed them since they were expected to work and answer to messages beyond work hours while working with the organisation. "I broke down a number of times and they didn't bother at all. They were extremely indifferent and borderline sadists."

Insults and toxic workplace culture
The media professional says they tried writing to their super boss about a deeply-scarring particular incident but no actions were taken against the senior. "I was at the receiving end of intense discrimination and partiality. I eventually left that job but the trauma hasn't left me."

While the use of insults and bad language is known, one needs to understand why it happens. Chunawala says there are many reasons. She explains, "Pressure of targets, increased dependency on each other, intense competition, high productivity expectations, stressors at work and personal life and hesitation to question authority and reluctance of authority to listen can be some reasons." When one talks about toxic work culture and insults, it is hard to ignore gender-based insults or how work affects mental health. "Gender discrimination and bias specially against women can make it toxic for her. Mental health concerns of anxiety and depression can reduce the tolerance levels of an individual and increase irritability and aggressiveness. Lack of awareness and lack of support system for the same can lead to toxic work culture," she adds.

While some people ignore it, there are others who leave jobs like the media professional. She explains, "It leads to self-doubt for the employees, hurts their honesty and commitment to the organisation, makes them feel devalued and results in increased attrition, decreased productivity, passive aggressive behaviour and deviation or lack of connection to the organisational outcomes."

On a more personal level, city-based certified victory and life coach Farzana Suri says it can play on the mental health and well-being of the employee. "It can lead to depression caused by anxiety, anger, anguish, reduced morale absenteeism and isolate them in the team, leading to reduced productivity."

However, Chunawala points out that all conflicts or use of disrespectful language do not qualify as toxic work environment. She explains, "It may be toxic for one person but not for all. The affected person should definitely talk to the person concerned and if they find it difficult to deal with, bring it up to the HR."

Suri adds to what Chunawala points out. She says that apart from talking one-on-one to those insulting, it is important to be calm and avoid confrontation. "Moreover, do not use similar language to communicate your point. Avoiding these people or keeping quiet is not the answer," she explains.

However, the onus isn't only on the employee affected by such behaviour because the managers and bosses also need to take the responsibility to be aware. Chunawala suggests seeking regular feedback from employees, one-on-one discussions to understand their experiences and any concerns related to language or communication. "Be open to listen and act upon the feedback received and make necessary improvements."

Yet, these may not always turn out to be helpful like in the case of city-based publicist Megha Nambootiri, who like the animation producer and journalist has also faced such insults. She even reported it to HR. Nambootiri says that she was insulted in front of her colleagues, repeatedly. "It also happened to others in the team when I worked in that organisation."

While she did try to engage in a conversation with the person who insulted her, it fell on deaf ears. "When I went to the HR, I was told 'Oh that's strange, we never received such complaints earlier', which was a lie because everyone I worked with had complained but they were ignoring because the accused had been working in the organisation for a very long time." Nambootiri eventually quit.

Since language and culture are inseparable, removing the profane from your work environment can only improve communication and performance and to clean up the culture, it is important for organisations to first clean up the language.

Role of organisations
Since the employees are a part of the organisation, the latter needs to make efforts to adopt certain practices that could help in dealing with cases where the language can be an issue.

"Organisations need to be proactive by crafting a Profanity or Language Policy," Suri suggests, "Ensure those who wish to complain about the use of offensive language know they are protected." She says the organisation needs to act to minimise the risk of offensive language. "The policy may also require employees to respect their coworkers' sensitivities. If another employee asks them to not use certain words, then they are required to make every effort to accommodate those wishes. You should prohibit profane language related to body parts and sexual innuendo. Vulgarity, crude jokes, and obscene insults can create a hostile work environment and result in sexual harassment or discrimination."

At the end of the day, she says it is the responsibility of the employer to ensure that their employees are not exposed to language that they may deem offensive or inappropriate. Posting signs that state "Keep Your Language Clean" in areas such as the employee cafeteria, corridors and restrooms can be helpful.

Chunawala seconds Suri's suggestion that there needs to be a strict policy in place. She explains, "Clearly communicate in the office policy and in town hall meetings to all employees that disrespectful language will not be tolerated."

The organisations need to implement regular feedback mechanisms such as anonymous suggestion boxes. Employees and managers with respectful communication should be awarded at the workplace.

While policies, feedback and rewards can help, other important aspects of working in the office to learn how to behave is paramount. Chunawala and Suri say. "In fact, Suri some organisations abroad hire a Cuss Control Coach. Just like diversity training, they also have behaviour and language training to help them navigate office communication daily."

The Mpower expert also insists it is an important part of employee training. "Effective communication training - emphasising on active unbiased listening and healthy communication and for being sensitive towards the impact of language choices on others. Team building is also essential. With increase in trust and bond, instances of bad language can be reduced and impact can be less."

These sessions need to include all managers, human resource department as well as management, who should be part of such trainings. Additionally, regular sessions for mental wellbeing at the workplace is important and a step in the right direction.