I mean, one of the things that really surprised me and inspired me to work more on community was that when Tony Schwartz and I surveyed over 20,000 people, largely with HBR, what we found is that 65% of people reported that they had no sense of community at work. ALISON BEARD: So I was going to ask what frontline managers should do, but how much of the onus should be on the people who are dealing with customers versus the businesses to make sure that they’re not even experiencing the incivility in the first place? ALISON BEARD: That’s Christine Porath, professor at Georgetown University, and author of the HBR Big Idea article, Frontline Work When Everyone Is Angry.