Do Your Know That Your Are Yelling?

Just a few phrases for staff to use when faced with incivility and behavior that does not align with the code of conduct and is anything close to civil:

• Do you know that I will still help you even if you stop being rude?

• Do you know that I know you are being rude to me?

• Do you know that I will help you even if you stop yelling at me?

• Do you know that I will help you even if you stop being sarcastic and/or condescending to me?

• Do you know that you are yelling?

• Would you want to work with someone who treated you the way you are treating me?

EMPOWER YOUR TEAM TO RESPOND TO INCIVILITY!

The question is, why do we continue to promote disruptive behavior?

What you Permit, you promote!

How about, empowering and promoting staff to respond to incivility with simple phrases that are supported by a leadership team that has zero tolerance for incivility? Encouraging staff to address incivility in the moment gives them the opportunity to address the disruptive behavior as it occurs and by calling it out, may actually diffuse the unwanted behavior.

Completing an event report documenting the disruptive behavior or informing the leadership team about it are also options. Regardless of which route chosen, staff should know there is zero expectation for them to tolerate disruptive behavior from anyone as there are not any job descriptions around that include the clause, "Must tolerate rudeness from others".

A few key leadership phrases to use for those who lack the ability to align behaviors with the code of conduct and who display uncivil behavior towards their colleagues and customers:

• Can I help you to reach out to the Employee Assistance Program for anger management?

• Would you like to review our code of conduct and point out where your behavior aligns with it?

• Do you need clarification and education regarding expected behaviors?

• What resources can be provided to support you as you fix your behavior?

These phrases should be supported by documentation, coaching, and use of your organizations progressive disciplinary process. At the end of the day, it is your responsibility to ensure employees are free from the mental trauma caused by disruptive and uncivil behaviors in the workplace.

If you aren't willing to address incivility to increase patient safety or increase employee engagement, then maybe bottom line numbers will be inspirational as there is a cost for promoting incivility...

• Current estimates are in the 10K range per employee for promoting/tolerating incivility

• 500 employees = $5M in lost revenue; lost productivity; lost engagement; lost customers, litigation, turnover, sick time, etc.

Ending incivility is not an expensive process to implement. It does take some effort and some consistency, but mainly it takes a commitment from leadership. It is time to stop promoting incivility and start promoting a healthy work environment for your staff.

#DoBetterAsALeader #EndIncivlityToday #StopPromotingIncivility #SupportYourTeam