Civility and respect

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 among people (workers, customers, clients, members of the public, suppliers, etc.).
  • All workers are treated fairly in the workplace.
  • It effectively addresses inappropriate behaviour by customers or clients.

Why is civility and respect important?

A civil and respectful workplace leads to higher job satisfaction, a stronger sense of fairness, and a more positive environment. It supports good morale, teamwork, and healthy relationships between staff and supervisors. When people feel respected, they are more committed to their own growth and more willing to help solve problems. Workplaces that promote civility and respect often see lower absenteeism and staff turnover, and they create better interactions with clients and customers.

When a workplace lacks civility and respect, the effects can be harmful. Workers may experience emotional exhaustion, health issues, low engagement and more conflict. Organizations may face more grievances and legal risks. Bullying is one of the most serious forms of disrespect. It can cause depression, burnout, anxiety, aggression, and physical health problems. Bullying affects not just those targeted but also those who witness it.

Frequently Asked Questions

  • Ensure your workplace addresses disrespectful or uncivil behaviour promptly.
  • Manage conflict effectively and timely 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 workers 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 workers (new workers, 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?)