- You’re in the cafeteria when a political ad comes on the television, prompting a heated discussion among a group of employees on their lunch break.
- A patient asks you what you think about the upcoming [expletive] election and Bozo Candidate XYZ.
- Before your weekly staff meeting starts, you discover your staff members in an increasingly impassioned discussion about their preferred presidential candidates and why the other candidate is a fool’s choice.
What do you do?
As a healthcare leader doing nothing isn’t an option. In fact, you have an opportunity to serve as an important role model and coach to promote the kind of civil behaviors your employees should be exhibiting—as they interact with each other and with patients.
Civility: A Mandate for 2024
The political climate (more about that in our next post) is obviously top of mind these days and certainly a source of potential incivility. But let’s be honest. Incivility extends beyond political conversations.
I have felt an erosion of civility throughout society over the last several years. My observations have been validated. SHRM recently released some troubling research on the state of civility in today’s workplaces, indicating that it is abysmally low. In fact, they saw, workers scored a dismal 42.3 out of 100 on the SHRM Civility Index, measuring their perspectives of civility in their everyday lives both in and outside of the workplace. The research has prompted coverage and discussion in the media, and in workplaces of all kinds.
Including healthcare workplaces.
SHRM’s research further reveals that:
- 59% of employees agree or strongly agree that incivility leads to a decline in employee morale.
- Only 25% of employees in the US feel their managers effectively address acts of incivility.
Let that last point sink in for a moment—only 25% of employees feel their managers are adequately addressing acts of incivility in the workplace. That’s a critical lapse that has significant implications for not only workplace culture but, in healthcare settings, for patient care and the patient experience. You wouldn’t tolerate bullying. Don’t tolerate incivility because what you permit, you promote.
What can you do about it?
Bring the Focus back to Core Values and Standards of Behavior
It’s safe to say that most organizations have core values along with mission and vision. Ideally they also have standards of behavior to help all staff to live the values every day. Many organizations have values that include respect, dignity, and compassion. When you spot incivility, address it and remind the team about the shared values that guide behaviors.
- Talk about the values in action on a regular basis and spot people living them out loud and give kudos
- Remind the team that the values aren’t just for patients and families, but for each other as well
- Build a values moment into morning huddle and staff meetings
Setting the Example: Establishing Boundaries
Fostering civility in healthcare workplaces isn’t just nice to do, it’s essential. And it starts with you. As a manager or healthcare leader, you can take a proactive role by:
- Setting clear expectations for workplace behavior.
- Providing training and coaching on constructive dialogue and conflict resolution.
- Addressing instances of incivility promptly and consistently.
- Modeling respectful communication in your own interactions.
Yes, it can be challenging to foster a civil workplace in the best of times. In these times, as we face another contentious election cycle, it can be especially challenging.
In our next post we’ll take a look at some best practice guidelines for navigating potentially divisive conversations and providing employees with the tools and support they need to do the same.
At Baird Group, we offer customized workshops and consulting services to help healthcare leaders navigate change effectively and build resilience in their teams. Contact us to learn more.
Tags: civility, communication strategy, company culture, compassion, Culture Improvement, culturing civility, employee communication, Employee Engagement, employee relations
