Steps to Address Incivility

1. For Individuals:
   • Model Respect: Always treat others with dignity and respect, even in stressful situations.
   • Practice Active Listening: Give full attention to the speaker and acknowledge their concerns.
   • Address Issues Promptly: Speak directly to the person involved in a calm, professional manner.
2. For Leaders and Institutions:
   • Establish Clear Policies: The Human Resources department must create and enforce policies that define and prohibit incivility.
   • Provide Training: Offer training on communication, conflict resolution, and stress management.
   • Promote a Culture of Respect: Recognize and reward positive behavior while addressing incivility promptly.
   • Support Reporting Mechanisms: Ensure staff can report issues anonymously without fear of retaliation.
   • Develop a zero-tolerance policy. Established penalties for each infraction (e.g., verbal warning for first offense, written warning for second offense, leave without pay for third offense, and finally termination).
3. For Teams:
   • Foster Collaboration: Encourage teamwork and shared problem-solving.
   • Hold Regular Meetings: Use meetings to address concerns and promote open dialogue.
   • Celebrate Achievements: Acknowledge and celebrate team successes to boost morale.
4. For Nursing Education:
   • Mentorship Programs: Pair students with experienced nurses who model professionalism.
   • Feedback Systems: Provide constructive feedback and encourage students to voice concerns.
   • Educate on Professionalism: Incorporate training on professional behavior into nursing curricula.

Other suggestions include:

• Refer to the American Organization for Nursing Leadership (AONL) and Emergency Nurses Association (ENA)’s Guiding Principles on Mitigating Violence in the Workplace (2014), created to assist leaders in developing measures to diminish violence against health care professionals.
• Commit to the Joint Commission Sentinel Event Alert (2021) on Behaviors that undermine a culture of safety, which states, “Safety and quality of patient care is dependent on teamwork, communication, and a collaborative work environment. To assure quality and to promote a culture of safety, healthcare organizations must address the problem of behaviors that threaten the performance of the health care team.”
• Develop educational programs for all members of the organization on this topic and discuss ways to advance communication skills and enhance team building. Key elements include building trust, clarifying roles, engaging staff in decision-making, and modeling positive interactions (Kisner, 2018).
• Promote a culture of civility and staff empowerment.
• Utilize simulation or role-play exercises to identify ways incivility can damage patient care and ways in which the matter can be resolved.
• Develop a committee to battle this epidemic and help create solutions for the organization at large.

Education

By fostering a culture of respect and collaboration, healthcare organizations can create a safe and positive environment for staff, patients, and families. All team members within an organization should receive education on professional behaviors that align with its code of conduct. A zero-tolerance policy for workplace incivility should include appropriate penalties for each infraction. Building positive relationships and addressing incivility promptly ensures not only better workplace morale but also improved patient care and organizational success.