Civility and respect icon Civility and respect

Involves respectful and considerate interactions that demonstrate esteem, care and acknowledgement of dignity among all work relationships, including with customers, clients and the public.

“One of the most sincere forms of respect is actually listening to what another has to say.” – Bryant H. McGill

Overview

What is civility and respect?

Civility and respect is present in a work environment where workers are respectful and considerate in their interactions with one another, as well as with customers, clients and the public. Civility and respect are based on demonstrating respect, care and consideration for others, and acknowledging their dignity.

An organization with good civility and respect would be able to state that:

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

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 participate in problem solving. A civil and respectful workplace has lower levels of sick leave 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, job withdrawal and increased conflict can all result. 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 observe or are around it. Many jurisdictions currently have, or are considering, legislation to address such behaviours, and so unaddressed 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 fashion, and ensure 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 (e.g. interpersonal conflict resolution, anger management).
  • Provide support and training for staff who are most likely to experience difficult behaviour or complaints during the course of their work (e.g. from disgruntled customers/clients).
  • Implement diversity and inclusivity training throughout the organization.

  • Adopt and enforce nondiscriminatory 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 (e.g. bulletin board, staff handbook).

  • 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 orienting 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 (e.g. ombudsperson, informal third-party intervention, formal mediation).

Action

Next steps: Ensuring civility and respect in the work environment

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

  • effective teamwork and positive morale
  • reduced interpersonal conflict
  • fewer grievances and reduced legal risk
  • reduced customer/client complaints

  • Do issues related to civility and respect present a greater risk to particular groups of employees (e.g. new employees, certain jobs, shift workers, etc.)?
  • What are the strengths in your workplace in terms of civility and respect (e.g. what do you do well and what should you continue doing)?
  • What could your workplace do to improve in this area (e.g. what could you do more of and what could you do less of)?
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Civility and Respect is psychosocial factor 4 from CAN/CSA-Z1003-13/BNQ 9700-803/2013 – Psychological Health and Safety in the Workplace. Retrieved from: https://www.csagroup.org/article/cancsa-z1003-13-bnq-9700-803-2013-r2018/. See also Guarding Minds at Work (Samra et al.): Retrieved from https://www.guardingmindsatwork.ca/resources.