A blog post from SafeCare BC CEO Saleema Dhalla
The foundation of healthcare is compassion, yet within many organizations, workplace incivility is an underrecognized threat that impacts staff well-being, team collaboration, and, ultimately, resident outcomes.
Respect, professionalism, and kindness should not just be "nice to haves." Research has shown that incivility among healthcare workers can lead to increased medical errors due to communication breakdowns, lower team performance as staff hesitate to ask questions and speak up about concerns, and higher stress and burnout, reducing attentiveness and engagement.
Incivility takes many forms – from rude remarks to dismissive behaviour, gossip, and microaggressions. Imagine a group of workers in your care home routinely gossiping about a colleague struggling with a personal issue. They spread rumours and make judgmental comments about their situation. This incivility creates a toxic work environment and damages trust within the team. The targeted worker feels betrayed and isolated, and the team dynamic suffers.
When healthcare assistants have repeated poor interactions with their colleagues, they are less likely to ask for help lifting a resident, putting the resident and themselves at risk. Respectful interactions aren't just about good workplace etiquette–they are critical to providing safe and high-quality care.
Incivility doesn't just impact individual employees—it has ripple effects across the entire organization. Some of the most significant consequences include:
- Increased stress and burnout
Healthcare is already a high-stakes, high-pressure environment. Add persistent workplace incivility, and stress levels rise exponentially.
- High turnover and staffing shortages
Respect and a sense of belonging are key factors in retaining staff. A toxic work environment that tolerates incivility drives skilled professionals away, worsening critical staffing shortages.
- Decreased teamwork and communication
Collaboration is the backbone of healthcare, but incivility weakens team trust and communication. If employees fear ridicule or dismissal, they may hold back valuable insights, leading to errors, inefficiencies, and fractured care.
- Legal and reputation risks
Organizations that allow workplace toxicity to persist may face grievances, increased complaints, or even legal repercussions. In an era where employer reputation plays a significant role in recruitment and retention, fostering a respectful workplace is an investment in long-term organizational success.
Civility isn't about avoiding conflict or enforcing rigid politeness—it's about creating a culture of psychological safety where every team member feels valued, respected, and able to contribute effectively.
The leader's role in fostering respect
Lead by example. Authenticity is crucial. Leaders must embody the respectful behaviour they expect from others. Share personal anecdotes of demonstrating respect. Don't be afraid to show vulnerability in relating your own incivility experiences in the workplace.
Be mindful of your communication (tone, language, body language). Actively listen and show empathy. Seek feedback on your leadership style. These aren't just buzzwords – they're the bedrock of respect.
- Practice active and empathetic listening: Engage in open, respectful conversations where all voices are heard.
- Provide constructive feedback: Provide professional, solutions-focused feedback for improvement rather than blame.
- Embody inclusive leadership: Ensure all team members feel seen, supported, and part of decision-making processes.
Set clear expectations. Declare a "zero-tolerance" policy for incivility that is consistently enforced. Develop a comprehensive code of conduct that outlines acceptable and unacceptable behaviours. Actionable steps include:
- Timely intervention: Address incivility when it arises before it escalates into a toxic workplace culture.
- Code of conduct: Develop a comprehensive code outlining acceptable and unacceptable behaviours. Provide training on the code of conduct for all employees. Ensure the policy is easily accessible.
Promote positive communication. This doesn't happen overnight; it requires consistent effort and a multi-pronged approach. Here are some concrete steps you can take:
- Create communication guidelines: Develop clear guidelines for communication within the team and the organization. These guidelines should outline the expectations for respectful language, active listening, and constructive feedback.
- Facilitate open dialogue: Don't just schedule town halls; actively facilitate them. Encourage questions, create opportunities for two-way communication, and follow up on any issues raised. Similarly, make coffee chats and team meetings interactive and engaging.
- Provide communication resources: Make resources readily available on topics like active listening, conflict resolution, and giving and receiving feedback. Consider creating a communication toolkit or resource library.
- Recognize and reward positive communication: Publicly acknowledge and appreciate team members demonstrating excellent communication skills. This recognition reinforces the importance of respectful communication and motivates others to follow suit.
Early intervention – addressing incivility promptly and effectively
Imagine a healthcare assistant at your site who is consistently asked to perform tasks outside their job description by some senior care aides. They are given unpleasant tasks, and their suggestions for improving resident care are ignored. When they speak, they are interrupted or spoken over. While no overtly discriminatory language is used, the subtle and persistent slights create a sense of exclusion and undermine their sense of belonging and value within the team.
Allowing this scenario of incivility to persist would have serious consequences, impacting the individual healthcare assistant and the entire workplace. Promptly addressing incivility prevents it from escalating and becoming ingrained in the workplace culture. Improving civility would also make new care aides feel welcomed, more likely to stay at the workplace, and thrive in their new work environment.
Steps for addressing incivility:
- Train managers to recognize and address incivility
- Outline a transparent process for reporting and investigating incidents
- Encourage employees to report incidents promptly
- Ensure confidentiality for those reporting
- Take appropriate action when necessary and focus on restorative justice where appropriate.
How a respectful workplace benefits everyone
Respectful workplaces have higher employee morale, leading to increased productivity and innovation. The impacts of a respectful workplace can include:
- Employees who are more likely to stay–reducing the high turnover and absenteeism costs.
- An enhanced reputation to support your organization as an employer of choice. A reputation for respect can support attracting talent and strengthen your organization's brand.
- A culture of respect contributing to a stronger bottom line through increased efficiency, reduced costs, and improved resident, client, and patient experiences.
Creating a culture of civility isn't a one-time initiative—it's a long-term commitment that requires leadership focus, accountability, and daily reinforcement. The benefits are undeniable: reduced turnover, improved teamwork, stronger patient safety, and a healthier, more engaged workforce.
For resources, tools, and training on fostering a culture of civility in healthcare, visit SafeCare BC. We have an entire toolkit focused on just this topic.
