Be nice. In 1996, Chief Alan Brunacini stated very simply how to inspire firefighters to deliver high-level service more humanely.
The human part of the system is what customers remember for a long time. Brunacini expressed that the quality of internal relations has a direct impact on external customer service. So, treat coworkers with professionalism and respect. But what does that mean?
Referred to as workplace civility, “niceness” has been a hot topic in recent years. Workplace civility is more than typical politeness. It’s the backbone of healthy, engaged, and successful organizations. Civil workplaces have open communication, active listening, and real recognition of each person’s value – even during disagreements.
Workplace incivility has been on the rise in recent years, along with an uptick in political volatility.
Since 2020, the President of The Society for Human Resources Management (SHRM), Johnny C. Taylor, Jr., has believed in “a real decline in civility when people express their opinions and beliefs” as a barrier to success. Workers are reporting bullying, mistreatment, and limited advancement opportunities because of their politics.
Forty-five percent of workers have experienced political disagreements, and a separate forty-six percent observed political disputes at work. Other, non-political disagreements, such as value differences, social opinions, or conflicts involving duties, also cause workplace incivility.
How do you, as a leader, address workplace incivility and seek to replace it with workplace civility?
It’s challenging to figure out whether to allow free expression vs. potential discrimination, hostility, and toxicity. Think about it this way: At the core of controversy are people who care deeply. Often, we agree on the issue, but disagree on how it should be managed.
Leaders can create a safe space for difficult conversations and provide opportunities to engage in productive conflict that doesn’t leave anyone feeling verbally attacked by using these steps:
• Focus on de-escalation of a controversial topic by finding common ground.
• Communicate expectations for respectful interactions and conflict resolution.
• Support workplace civility as an element in performance appraisals.
• Seek different opinions in daily work and decisions.
• Survey members to see if they believe the culture supports workplace civility.
Alexander Alonso, in his book Talking Taboo: Making the Most of Polarizing Discussions at Work, suggests that “don’ts” cause resistance and people to go astray.
Instead, teach an effective way to work through difficult and awkward conversations. A respectful workplace culture is critical to a thriving organization and the foundation for good morale, productivity, increased collaboration, and engagement. As a bonus, turnover and absenteeism will lessen.
Join me at the TEEX Leadership Development Symposium in January 2026 for more info solutions and tools!
ARTICLE BY:
Kelly Walsh, M.Ed.
Professional Certified Coach
25+ years of HR Experience including 10 years in Fire Service HR
Brave Fire Leader Academy