Civility and respect

Overview

What is civility and respect?

Civility and respect are shown when workers are considerate in their interactions with one another, as well as with clients and the public. Civility and respect are based on showing care and consideration for others and acknowledging their dignity.

An organization with good civility and respect can state:

  • People treat each other with respect and consideration in the workplace.
  • It effectively handles conflicts between stakeholders (workers, customers, clients, members of the public, suppliers, etc.).
  • Workers from all backgrounds are treated fairly in the workplace.
  • Effectively address inappropriate behaviour by customers or clients.

Why is civility and respect important?

A civil and respectful workplace contributes to greater job satisfaction, feelings of fairness and an overall positive environment. It is also linked to improved morale and teamwork and better supervisor-staff relationships. As a result, workers are most invested in personal development and more actively take part in problem-solving. A civil and respectful workplace has lower absenteeism and staff turnover. Organizations characterized by civility and respect have a positive atmosphere marked by high morale and work satisfaction, and more positive client and customer interactions.

When a workplace lacks civility and respect, the outcome can be harmful to the organization and its workers. Emotional exhaustion, health problems, low engagement and increased conflict can occur. There are also increased grievances and legal risks. One of the most extreme examples of disrespectful behaviour is bullying. Workplace bullying is known to cause depression, burnout, anxiety and aggression, as well as increased physical and musculoskeletal health concerns. Bullying not only affects those directly involved but also affects those who see or are around it. Many jurisdictions currently have, or are considering, legislation to address such behaviours. Therefore, bullying can lead to greater consequences for organizations if not addressed.

FAQs

  • Ensure your workplace addresses disrespectful or uncivil behaviour promptly.
  • Manage conflict in an effective and timely manner and follow up with all parties involved.
  • Ensure that leaders are present, available and in contact with their direct reports to more easily identify and resolve problems.
  • Promote and reinforce respectful leadership behaviours.

  • Provide training and resources on civil and respectful workplace behaviour (interpersonal conflict resolution, anger management, etc.).
  • Provide support and training for staff who are most likely to experience difficult behaviour or complaints during their work (such as front-line workers who may communicate with disgruntled customers/clients).
  • Implement diversity and inclusivity training throughout the organization.

  • Adopt and enforce non-discriminatory and inclusive language in all communications.
  • Maintain the confidentiality of workers’ personal information in all communications.
  • Distribute accessible and visible copies of policies on civility and respect to all staff (bulletin board, intranet, staff handbook, etc.).

  • Create and enforce guidelines and/or a code of ethics detailing expectations and consequences for inappropriate behaviour.
  • Provide policies on civility and respect when recruiting, hiring and onboarding staff.
  • Maintain zero-tolerance policies for disrespectful behaviour while allowing for constructive problem-solving.
  • When inappropriate behaviour occurs (including from customers or clients), ensure formal investigation, documentation and resolution.
  • Consider outside options for solutions to conflict (ombudsperson, informal third-party intervention, formal mediation, etc.).

Action

Next steps: Ensuring civility and respect in the work environment.

Objective

A work environment where employees are respectful and considerate in their interactions with one another, as well as with customers, clients and the public.

Benefits

  • Effective teamwork and positive morale
  • Healthy interpersonal conflict
  • Fewer grievances and reduced legal risk
  • Reduced customer/client complaints

Reflection Questions

  • Do issues related to civility and respect present a greater risk to certain groups of employees (new employees, certain jobs, shift workers, young workers, etc.)?
  • What are your workplace’s strengths in terms of civility and respect? (What do you do well and what should you continue doing?)
  • What could your workplace do to improve in this area? (What could you do more of and what could you do less of?)