• I was the source of gossip or rumors.
• I was purposely given a patient assignment others didn't want.
• I was blamed for something I didn't do.
In your survey data, look for subtleties. Cynthia Clark, PhD, RN, a
behavioral nurse therapist and a leader in the field of creating healthy
workplaces, likes to describe uncivil behavior as a continuum.
Incivility can include such seemingly harmless actions as leaving
emails unanswered, eye-rolling, cliques and gossiping, all the way up
to consciously undermining a co-worker's reputation, verbal abuse,
and outright physical violence. Keep in mind that even one or two
people can have a significant impact on an entire unit. Sometimes
terminating those people can make a huge difference in staff retention
and sick out calls.
2. Stress the code of conduct
Every organization should have a clear explanation of the level of
civility expected from employees, and the vast majority do. Even if
yours doesn't, the American Nurses Association instructs us to "create
an ethical environment and culture of civility and kindness, treating
colleagues, coworkers, employees, students, and others with dignity
and respect." This code of conduct should clearly communicate the
ramifications if the terms are violated, delineating the exact sequence
of consequences for each infraction.
The trick is to get employees to adhere to the code. Aside from
requiring every employee to read it, we find it's helpful to keep our
team aware of the positive influence of civility and the negative
consequences of its opposite. Engage an experienced HR staffer or a
contracted seminar leader to conduct regular training, and post
reminders of the code of conduct throughout your institution.
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