The Civility Discourse: Where Do We Stand and How Do We Proceed? Abdalla Aly, Casey Brent, Victoria Chihos, Ian Clark, Mazen El Ghaziri, Deborah Mansdorf, and Oksana Mishler
1 The President’s Symposium and White Paper Project is an interprofessional initiative that engages University of Maryland, Baltimore
faculty, staff, and students in a yearlong conversation on a topic that
is of interest and importance to the University and its community. The
symposium is a joint initiative of the President’s Office and the Office of
Interprofessional Student Learning & Service Initiatives.
2 “ Benjamin Franklin
3 Table of Contents
ACKNOWLEDGEMENTS 5
INTRODUCTION 6
I. CIVILITY AND INCIVILITY DEFINED 7
A. What is Civility? 7
B. What is Incivility? 8
C. Working Definitions 8
II. THE STATE OF (IN)CIVILITY 10 A. Why is Incivility a Problem? 10
1. Effects of Incivility in the Workplace and Classroom 11
2. Effects of Incivility on Patients and Clients 12
3. Other Considerations Regarding Incvility 13
B. What is the Scope of the Problem at UMB? 14
1. Methods and Evidence Synthesis 14
2. Results: Themes from the Deans 15
3. Results: Campus Survey 17 III. EXISTING CIVILITY INITIATIVES 19
A. Initiatives at UMB 19 B. Civility at Other Educational Institutions 20
IV. FELLOWS’ RECOMMENDATIONS 23
1. Incorporate Civility Into Professional Schools’ Bylaws 24
2. Incorporate Civility Into Professional Schools’ Curricula 26
3. Measure and Enforce Civility Campus-Wide 28
4. Leverage Exisiting Initiatives and Resources 30
5. Appoint a Civility Commission for Further Study 32
APPENDIX A: SURVEY RESULTS AND IMPRESSIONS 33
REFERENCES 37
4 The 2012-2013 President’s Fellows with us to discuss the state of would like to thank University of civility at the University: Senior Vice Maryland, Baltimore President President and Dean Bruce Jarrell; Jay A. Perman, MD, and his Dean Emeritus Janet D. Allan; Dean administration for commissioning Richard Barth; Dean Jane M. this study and for allowing us to Kirschling; Dean Phoebe Haddon; offer our recommendations on Dean Natalie Eddington; Dr. Donna this timely topic. We would like to Parker; Dr. Karen Kauffman; Dr. extend a special thank you to Ms. Kathleen Buckley; and Dr. John Courtney J. Jones, Director of the Talbott. Office of Interprofessional Student Learning & Service Initiatives, for Thanks are also in order for the her leadership and guidance on this campus experts who facilitated project as well as her staff for all of this year’s Civility Lunch-and- their support. Learn Workshop series: Dr. Kelley MacMillian, Professor Lisa Bress, In addition, we want to recognize our Dr. Regina Twigg, Professor Richard distinguished guest lecturers who Colgan, and Dr. Jill Morgan. Thank contributed to this year’s Speakers you as well to Ms. Caroline Sunshine Series on the topic of Civility: Dr. Jay for her contribution to our fellowship A. Perman, Dr. Benet Davetian, Mr. work. Ray Williams, Mr. Bernard Schulz, Tiffany Sanchez, and Dr. P.M. Forni. Lastly, thank you, the reader, for We also owe gratitude to the deans your interest in this project and for and leaders of each professional helping us to make the University of school for their willingness to meet Maryland, Baltimore a civil campus.
5 Introduction
The purpose of this engagement is to identify and explore contemporary issues facing the University of Maryland, Baltimore (“UMB”) on the topic of civility. Specifically, the President’s Fellows were commissioned as part of the 2012-2013 President’s Symposium and White Paper Project to answer the following question:
How Can the University Instill Civility as a Core Instructional Value in Educating Health, Human Services, and Legal Professionals?
Our objectives in presenting the and incivility, followed by a suggested findings and recommendations that operational definition of both terms follow are (1) to define civility in a way for use in an educational institution that is meaningful to professional context. In Section II, we explore why educational institutions; (2) to incivility is a problem for colleges and examine the size and scope of the universities and discuss our findings problem of incivility at UM; (3) to regarding the size and scope of the identify current and past initiatives problem at UMB. In Section III, we that strengthen civility among identify current practices at UMB and students, faculty, and staff; and (4) other institutions that encourage and to offer tailored solutions that the enhance civility on campus and in the University may adopt in order to instill surrounding community. Lastly, in civility as a core instructional value. Section IV, we recommend five ways in which the University can instill Our discussion of this timely topic civility as a core instructional value begins in Section I with a brief in educating health, human services, treatment on the meanings of civility and legal professionals.
6 What is Civility is defined Civility is often associated with qualities plainly as “civilized that are phrased in terms of the Civility? conduct; especially: virtues and manners of individuals – courtesy, politeness,” or simply “a polite tolerance, self-restraint, mutual respect, act or expression” (Civility, 2013). In commitment to other people, social his bestselling book Choosing Civility: concern, involvement, and responsibility The Twenty-Five Rules of Considerate (Evers, 2009, p. 241). Because idealized Conduct, Dr. P.M. Forni (2002) defines morals and values vary across societies civility broadly as a “form of goodness… and settings, the definition of civility may gracious goodness” (p. 9). Forni explains also be closely intertwined with other further that civility “is not just an attitude analogous concepts – professionalism, How Can the University Instill Civility as a Core Instructional Value of benevolent and thoughtful relating ethics, leadership, compassion, empathy, in Educating Health, Human Services, and Legal Professionals? to other individuals; it also entails an civicness, etiquette, decorum, and active interest in the well being of our altruism. (Evers, 2009, p. 241-242; communities and even concern for the Silverman et al., 2012, p. 13; Campbell, health of the planet on which we live” (p. 2001, 39-41, 50). Despite scholars’ 9). Dr. Benet Davetian offers a similar attempts to offer a single comprehensive anthropological construction of the term definition, civility is an expansive term in his book Civility: A Cultural History. open to subjective interpretation. Davetian (2009) defines civility as “the extent to which citizens of a given culture speak and act in ways that demonstrate a caring for the welfare of others, as well as the welfare of the culture they share in common” (p. 9). Section I Civility and Incivility Defined
7 What is Incivility? workplace incivility, Estes and academic or workplace setting, Wang (2008) found, among our recommendations below Incivility is defined plainly other things, that incivility “is consider UMB’s unique position as “the quality or state of generally not well understood” as an interconnected group being uncivil” or as “a rude or and is sometimes referred of professional and graduate discourteous act” (Incivility, to as “bullying, emotional schools that not only engage n.d.). Within an academic abuse, and mobbing” (p. in the education of students context, incivility has been 218). Incivility has also been but also employ many faculty defined as “any self-centered referred to as “the antithesis and staff. In observance of behavior that is impolite or of civility” and is often our posture, we seek to define boorish or shows a disregard marked by “selfish behavior, civility and incivility in a way for rights and concerns for indifference towards others, that is meaningful to the others” (Weeks, 2011, p. the inability to curb aggression University and useful in fulfilling 7). Widely cited within a in conflicts, irresponsible the goal of instilling civility as a workplace context, Andersson behavior, [and/or] a low level core instructional value. and Pearson (1999) have of internalization of general defined incivility as “low- moral rule” (Estes and Wang, Here, we define civility simply intensity deviant behavior with 2008, p. 241). As Estes and as “niceness to others.” In ambiguous intent to harm the Wang (2008) point out, in order accordance with President target, in violation of workplace to thoroughly operationalize Perman’s emphasis on norms for mutual respect” and understand incivility, it is “playing nice,” we believe (p. 457). They further explain important to pay close attention that “niceness” may be easily that “uncivil behaviors are to the surrounding context, understood by all parties characteristically rude and particularly the immediate affected. Additionally, the discourteous, displaying a lack organizational context (p. 222). definition may be used broadly of regard for others” (Andersson to spur discussions on how and Pearson, 1999, p. 457). “nice guys and gals finishing Working first” and how cordiality and As with civility, the term Definitions kindness can be tracked across “incivility” is nebulous and campus to ensure faculty, staff, often serves as an analog The context for our research is and students are indeed playing for related constructs. In an distinct from those previously nice. Civility is specifically integrative literature review on mentioned. Instead of a pure mentioned in the University’s
8 mission statement; therefore, of prevailing norms. Because the two terms may be used incivility is often a precursor synonymously to represent the or cause of interpersonal ideal norm for interpersonal aggression and violence, it interactions on the UMB is important to recognize its campus. existence without requiring the presence of intent to harm. Furthermore, we define We believe this definition incivility as “low intensity will allow the administration deviant behavior with to identify and eliminate ambiguous intent to harm the incivility before it escalates target, in violation of university by establishing a violation of norms for mutual respect.” university norms for mutual This definition recognizes the respect as an appropriately contribution of prior research sensitive litmus test for while specifically identifying University action. the University as expounder
...we define incivility as “low intensity deviant behavior with ambiguous intent to harm the target, in violation of university “norms for mutual respect.”
9 Section II The State of (In)Civility
Why is Incivility a Problem? The topic of incivility has gained people have experienced incivility at notoriety in recent years, partially work and 38% feel that this problem due to highly publicized news has worsened in the past few years stories about related issues such (Shandwick, 2011, p. 9). As we as bullying, workplace violence, and discuss in our Results section below, contentious political campaigns. the majority of students, faculty, and But research suggests that, despite staff at UMB have also experienced our awareness, the problem may incivility of some kind on our campus. be getting worse. A 2011 survey The prevalence of incivility in the conducted by Shandwick and Tate workplace and at the University is, in found that 65% of respondents itself, a noteworthy matter. But why believe incivility is a major problem in should UMB and other educational America today (Shandwick, 2011, p. institutions care about encouraging 9). Another study found that 43% of civility on their campuses?
10 The answer is twofold. summed up the main reason even more startling. When Firstly, incivility has severe why incivility is on organizations’ faced with uncivil situations negative consequences for radar: it costs the American at work, employees have been both organizational integrity economy billions of dollars shown to intentionally cut back and employee satisfaction. every year. For workers, work efforts, steal, sabotage Secondly, incivility has far- incivility has been linked with equipment, quit, or even resort reaching negative effects on decreased job performance and to exhibit aggression or violence patient and client outcomes. satisfaction, diminished health toward others (Pearson and Combined, the effects of and well-being, and reported Porath, 2005, p. 9). That incivility stand to influence all turnover intentions (Laschinger, both students and employees aspects of a university campus, Finegan & Wilk, 2009, p. in a university setting might including satisfaction and 378). On the other hand, engage in similar behavior productivity among faculty, a “supportive professional when frustrated by belittling staff, and students, and results practice environment, low levels instigators and ignored requests for patients and clients. As an of incivility, and an overall sense for help is not a far stretch of intervolved workplace, a bastion of workplace empowerment” the imagination. Due to the of higher learning, and an was shown to diminish new complexity of the fast-paced, epicenter for patient care, the graduates’ experience of high-tech, global interactions effects may be magnified burnout at work” (Laschinger, that occur today, there is at UMB. Finegan & Wilk, 2009, p. 381). less time to be nice; more Because graduate school room for miscommunication; students are likely to see a more casual workplace Effects of Incivility in the themselves as more than just environment that provides Workplace and Classroom students—and because many fewer cues for appropriate Within a workplace context, either volunteer, participate in better selfish attitudes; less many researchers have studied clinical training, or otherwise respect; and more erosion of the effects of incivility on worker work for the University—faculty mutual commitment (Pearson & satisfaction, organizational and staff are not the only ones Porath, 2005, p. 7). Therefore, integrity, and productivity. affected by workplace incivility. it is even more important that Professor Christine Porath organizations keep their finger at Georgetown University’s For an organization like UMB, on the pulse of civility. McDonough School of Business the effects of incivility are
11 Not so uncommonly, students just imbibe some argue that decreased civility among attorneys results the attitude from watching their seniors in an increase in litigation costs, and batch-mates, and thus the very thought a drain on judicial resources, and the cumulative effect of being nice never crosses their minds. of harming the profession’s image in the eyes of the the trust that is necessary public (Campbell, 2010, p. Effects of Incivility on to the physician-patient 8). In addition, Evers (2009) Patients and Clients relationship.” (p. 17). hypothesizes that focusing Given the University’s on civility, as distinct from devotion to excellence in In addition, research civicness, could “help to enrich research, patient care, and demonstrates that patients on concerns with the quality and public service, the effects of units with high nurse burnout overall design of personal incivility on patient and client were significantly less satisfied services in a civil society” (p. outcomes are also incredibly with their care than those 239). Less abstractly, the important. In the context on units with lower levels of delivery of social services of providing medical care, burnout (Laschinger, 2009, p. might benefit from enhanced Silverman et al (2012) explain 381). Because uncivil work discourse on civility. Ultimately, that “inappropriate behaviors conditions lead to higher the ones who bear the cost run the risk of violating the levels of burnout, and because of incivility on a professional principles of beneficence and incivility towards patients may services campus are those nonmaleficence, as they are not critically damage the patient- we serve; thus, ensuring that typically aimed at promoting provider relationship, efforts students and employees of the the well-being of patients should be made early in University are properly trained and may even harm patients medical training to teach civility on how to prevent uncivil who are offended by them. so graduates do not carry poor interaction is most beneficial to Even if no immediate harm or civility habits into the workplace. all parties. substandard care results from rude behavior…it reveals a lack Clients of future law and social of respect for patients and may work students may also be undermine impacted. In the legal field,
12 Other Considerations Regarding Civility In addition, it should be and empathy. Studies have A few other points about noted that “the grave danger determined that a student’s incivility are worth noting. regarding incivility lurks in experience while in graduate First, incivility has often been the behaviors of habitual school, specifically medical shown to trickle from the top, instigators” (Pearson & Porath, school, may be a determinant down. Though incivility can p. 11, 2005). These individuals of how students practice with also originate from the lower often hold more organizational civility upon graduation (Viren ranks, incivility from leaders power and therefore are often Kaul, 2008). Viren Kaul (2008) tends to create a particularly insulated from organizational explains that “[it] may partly be harsh, self-reinforcing cycle action. In considering our because of the heavy course of frustration, silence, and recommendations that follow, load, the rushed schedules, destructive covert behaviors keep in mind the complex the uncooperative attitude of by subordinates (Pearson & dynamics of how incivility the patients, or simply because Porath, 2005, p. 11). Studies affects organizational goals, the setup in countries fosters show that 65% of workers as well as the reasons why such callous attitudes” (p. blame the problem of workplace students, faculty, staff, and 141). Moreover, Dr. Perman incivility on leaders (Shandwick, clients/patients can benefit has opined that even faculty 2011). Incivility can also by instilling civility as a core and staff behavior can influence lead to spiraling – when a instructional value on campus. learners and that incivility relationship deteriorates and among them in turn can lead leads to increased aggression Lastly, it is concerning that, to errors and inadequacies in between two parties over time among the fields of study at the care of clients/patients. – and cascading – when the UMB, the persons choosing Kaul (2008) supports Dr. target of incivility criticizes the to enter these professions are Perman’s assertions that “[n] instigator and organization to thought to be more empathetic ot so uncommonly, students coworkers, family, and friends than the general population. just imbibe the attitude from (Pearson & Porath, 2005, p. However, even after schools watching their seniors and 12). Both of these phenomena carefully select incoming batch-mates, and thus the very are potentially injurious to an students, somewhere along the thought of being nice never organization’s reputation and road to becoming a practitioner crosses their minds” (p. 141). integrity. in their field, some seem to lose their sense of civility
13 With these general principles we set out to determine just remaining research and and considerations as a how big of a problem incivility is informed the findings and background, we next look at on campus. recommendations we propose. the scope of the problem on campus to help inform the size Second, we were honored to Methods and Evidence Synthesis and scope of the remedy. interact with a variety of the Our findings and most renowned speakers recommendations herein stem on civility during a Civility from a variety of sources. We Speaker Series organized by What are were keen to take a holistic the University. We had the approach to the problem of chance to interact with four challenges incivility by understanding how strong advocates of civility, at UMB? the UMB community (including including Dr. Jay A. Perman, students, faculty, staff, and a pediatric gastroenterologist other key decision-makers) and President of the University As Maryland’s premier public perceive the status of civility on of Maryland, Baltimore; Dr. academic health, human campus using both formal and Benet Davetian, an associate services, and law center, informal means. We coupled professor in the Department of UMB should have a particular this data-gathering process with Sociology and Anthropology of interest in civility. As of an extensive review of available the University of Prince Edward 2013, UMB encompasses evidence in the literature Island in Canada and the seven professional and and of individuals’ anecdotal Director of the Civility Institute; graduate schools and houses experiences with incivility on our Mr. Ray Williams, a highly approximately 6300 students, campus and others. To follow sought-after leadership coach 2800 faculty, and 5000 staff are the six sources that we used and president and founder of members. Civil interaction to develop our findings and his own leadership training between the multitudes of recommendations. company; and Mr. Bernard students, faculty, and staff Schulz, Special Assistant to across professions is key First, we conducted a thorough the Vice President in the Office to successfully conducting literature review of the available of Campus Life at American research, education, and other evidence ranging from peer- University, where he co-chairs business. Given the potential reviewed articles to textbooks the university’s campus-wide ripeness for action at UMB and written by thought leaders in the Civitas program. Although we the profound impact incivility field of civility. This review laid did not have the privilege to has on all parties concerned, the foundation for our hear Dr. P.M Forni, a professor
14 at the Johns Hopkins University solutions. We asked the Ripeness for Discussion and and co-founder of the Johns interviewees how they perceive University Action Hopkins Civility Project, speak the problem of incivility in their before this paper was written, school, what they believe to be As mentioned above, the topic we used his books to guide our the major sources of incivility, of civility is gaining local and recommendations and look and how they would propose to national recognition as a topic forward to the talk. solve the problem. of discussion. However, not all the deans agreed that incivility Third, we developed a campus Fifth, parallel to these efforts, is a problem worth addressing. survey in response to our we also conducted an informal Some feel that the problem research question. In the environmental scan of the UMB of incivility is not significant survey, we asked students, schools’ websites to identify and that new initiatives to faculty, and staff to report how potential problems with the promote civility on campus are they perceive the problem of visibility of civility initiatives unnecessary. Nevertheless, incivility, how they have dealt that were not revealed during the majority of interviewees with uncivil behavior on campus interviews or from the survey. agreed that there is at least in the past, and how they would some window of opportunity for propose to solve the problem. Lastly, we identified and instilling civility at UM. The results are summarized and assessed what other academic presented below. institutions, including peer Cross-Cultural and Inter-Professional institutions, are doing with Considerations Fourth, we conducted semi- regard to instilling civility on their structured interviews with key campuses. We accomplished Most of the deans who believed leaders in each of the seven this by reviewing relevant that incivility on campus professional schools at UMB. institutional websites and is a problem and needs to More specifically, we interviewed searching for similar initiatives be addressed mentioned deans and school leaders who on civility. that cross-culturalism, were knowledgeable of the interprofessionalism, and Results: Themes from the Deans current status of initiatives in diversity should be considered place at each of the respective Through our interviews with when formulating our proposed professional schools. We the deans and other campus solutions. Further, they believe summarized themes that leaders, we identified several that discussions must take into emerged into concepts which themes which we incorporated account differences in morals, helped frame our view of the into our recommendations. ethics, and the disparate nature of the problem and emphasis on civility between helped to inform us of potential cultures and schools.
15 Party-Dependent competitive programs tend Awareness of Considerations to experience a higher rate the Problem of uncivil behaviors than less The interviewees agreed that stereotypically competitive We noted a broader theme there is no single “cookie- programs. Further review also of program visibility within cutter” solution that will showed that competitiveness our interviews. In order to eliminate incivility. Solutions of a program tended to be correct problems associated should focus on relationship correlated with the extent to with incivility, it is necessary dynamics and take into which civility is included in to make everyone on campus account which dynamics are each program’s code of ethics aware of the topic of civility. problematic on campus and and formal policies. Awareness of our own actions at each individual school. and adherence to the Golden Through our interviews, we Rule—do unto others as you identified that incivility can take Measurement and would have them do unto you— place among faculty members, Accountability will help to create a more civil students, and staff. Uncivil environment. encounters can also occur The deans agreed that, in between students and faculty, order to enhance civility on Trickle-Down faculty and staff, and staff and the campus and eliminate of Incivility students. uncivil behaviors, a system should be in place to alert the A couple of deans mentioned, Competitiveness as a administration of any problems and the literature supports, the Precursor to Incivility and to give students, faculty, concept that incivility trickles and staff a voice. This system from the top, down. Therefore, According to the deans, should provide a remedy for an it is important to stamp out competition can be a precursor aggrieved party and means of uncivil behavior within the to incivility. Competition enforcement for administration. highest ranks while training between students and student There should be a zero- those in subordinate roles how groups, and competitive tolerance approach to incivility, to handle incivility from leaders. environments for faculty and and every individual, including staff can result in uncivil campus leaders, should be Values and behaviors. It was also held accountable. Codes mentioned that the problem of incivility seems to correlate To encourage civil behaviors with the competitiveness of the as a matter of principal on program—more stereotypically campus and in each individual
16 school, enforceable Codes time and effort to solve the around 15% of respondents of Ethics, Bylaws, and Honor problem of incivility on campus. were affiliated with the School Codes must be established. of Nursing, with a similar Results: Campus Survey From our observations, representation from the School programs with the strongest We attempted to survey of Pharmacy and School of confidence in their civility all members of the UMB Social Work. training have incorporated community, including the word “civility” along with all professional schools, When asked about how serious related concepts into their administration, finance and the problem of incivility is school’s mission, values, procurement, the Office of on campus, more than half purposes, strategies, and Research and Development, of the respondents (55.4%) goals. Academic Affairs, the Health believed that it is a somewhat Sciences and Human Services serious problem, 18% believed Policies vs. Library, the University of it is a very serious problem, Practices Maryland Medical Center, 24.6% thought that it is not police department, human a too serious problem, and Civility on campus and resources, parking and 1.3% perceived it as not in each individual school transportation, and many being problematic at all can be enhanced through others. We received 1,799 (See Appendix A). When official policies, whereby responses to the survey, asked about the importance professionalism and ethics of which 71% were female. of functioning in a civil are strictly enforced, as Consistent with the University’s environment, 82% of the survey well as unofficial practices, overall demographics, more respondents answered that it whereby individuals are than a third of respondents is very important to function in encouraged to be more civil. were in the age range 25– a civil environment, and 16% Unofficial practices such as 34 years. Around 43% of answered that it is somewhat open-door policies, informal respondents were students, important to function in a mentorships, and informal “fun and a similar percent civil environment. committees” have already been represented staff. Faculty implemented by some schools respondents represented We also tried to assess the and proved to be effective in approximately 18% of the degree to which respondents curbing incivility. In addition to sample. About a third of actually experienced uncivil thoughts from the deans, we the respondents identified behavior from faculty, staff, considered ideas from other themselves as affiliated to and students. We found institutions that have invested the School of Medicine and that 54% of respondents
17 reported that they sometimes its importance, and its policies, and sharing personal experience uncivil behavior application. When asked experiences with others. from faculty, 8% of respondents whether they received any reported that they often form of civility training at UMB, Based on these findings, experience uncivil behavior 74% stated that they did not it seems that incivility is, from faculty, and 38% of receive any sort of civility on average, a somewhat respondents reported that training. Additionally, 16.9% problematic issue on campus they never experience uncivil of respondents reported that and that individuals by-and- behavior from faculty. A it is very important to receive large use passive approaches similar pattern was reported civility training, 33.5% reported to deal with the problem, for uncivil encounters with it as somewhat important, 28% especially when the instigator staff (sometimes: 49.2%, reported it as not so important, is a faculty or a staff member. often: 8.2%, never: 42.6%). 12.7% reported that it is not It also seems that most For uncivil behavior from important at all, and 8.9% respondents received no civility students, the percentages were were indifferent. In terms of training despite reporting that also similar but respondents addressing the problem, most it is important for them to were less likely to report a of the respondents agree function in a civil environment frequent uncivil encounter that posters and flyers would and somewhat important to compared to faculty and staff not help resolve the problem receive that training. Potential (sometimes: 44.2%, often: at all. In addition, most of solutions from respondents 4%, never: 51.9%). As a follow the respondents reported were incorporated into our up question, we asked about that greater emphasis during recommendations below. how respondents resolved orientation, greater emphasis the conflict with the instigator. during class curricula, offering Surprisingly, more than half civility-related campus events, of the respondents reported and establishing a civility that they either did nothing or annual award would help with avoided the instigator. some of the problem. In the Respondents reported that they comments section, where were more likely to confront the respondents were asked instigator if the instigator were to provide their thoughtful a student. ideas about how to solve the problem, some themes were We also wrote questions evident including leading relating to civility training, by example, zero tolerance
18 Section III Existing Civility Initiatives
Civility Initiatives at UMB At UMB, several initiatives are already in place to counter and prevent uncivil behavior between members of the School of Medicine’s HELPERS-PRO Professionalism Project campus community: . .School of Law’s Leadership, Ethics, and Democracy (LEAD) Initiative .School of Social Work’s Project Management Class .The University’s President’s Symposium and White Paper Project .The University’s Strategic Planning Committee .Human Resources Services, Diversity Initiatives/EEO/AA
19 Regarding formal policies, some mention civility as a construct. as part of civility while others schools identify civility as one Additionally, certain schools have instead concentrated of their core values or have reported that data collection on manners, etiquette and noted it in their strategic plan. efforts are in place to identify cordiality. For example, We found that, while a few the problem and act upon it. American University’s CIVITAS schools have incorporated the Some informal practices are program has hosted tutorials word “civility” into their bylaws, also in place in many schools, on dining etiquette as well as codes of ethics, or codes of such as open door policies, created instructional videos professional responsibility, “fun committees,” and informal on “Civility in the Classroom” most do not mention the word. mentorships that are used (Schulz and Sanchez, 2013). It Some schools also help faculty by many faculty members is apparent that the attention and staff to gain exposure to to promote civil behavior on devoted to civility among these civility by encouraging them campus. institutions varies greatly to attend civility sessions held as well. Many large college by expert civility consultants campuses have considered or by requiring them to take Civility at civility, but we observed that civility training every few years. only a few colleges stand out Also, there are some policies Other Educational from the rest as having invested in place for students, including Institutions themselves in making civility a student grievance process a priority. We discuss these in the student handbook, trends in greater depth below probation periods, forms on Tackling incivility has become a and highlight a few institutions which students may report trend among many institutions that have taken innovative conduct violations, and formal of higher learning, especially approaches to civility. committee reviews for uncivil in the wake of certain high students. profile and tragic incidents The American Association of of on-campus bullying State Colleges and Universities Regarding indirect or informal (Marklein, 2011). The way (AASCU) has addressed the policies and initiatives, students these institutions have issue of civility on college have been exposed to civility defined “civility” varies greatly, campuses in a formal through professionalism-related depending on the needs and statement, asserting that a civil courses, such as leadership and demographics of each campus environment is necessary to ethics courses, in many schools; community. For example, some ensure academic freedom and however, it is unclear whether colleges have chosen to focus is key to living in a democratic these courses specifically on community involvement society (Bowman, 2011).
20 One notable way that many discussions on current events. the Civic Engagement and colleges and universities have The group also created a “free Service Education Partnership instituted civility on campus speech zone” where thought- (Rutgers, 2013). This program is to create opportunities for provoking questions about links students, faculty and local students and faculty to engage current events or hot-button organizations around shared in meaningful discourse issues are posted weekly on 22 community goals. Similarly, about current events and hot- large, two-sided chalkboards. American University thrives button issues. For example, The focus on civility at these on community involvement at the University of Alaska, institutions and several others through its CIVITAS program, Anchorage two grants from the has been directed towards where student groups are Ford Foundation’s “Difficult fostering respect for people and engaged in “civic engagement Dialogues” initiative funded a their ideas (Bowman, 2011). activities” that foster a sense series of faculty-development These open discourse initiatives of social responsibility through intensives to offer strategies go hand-in-hand with similar community service (American for handling potentially heated discussions (Bowman, 2011). The university partnered with a nearby college, Alaska The way these institutions have defined Pacific University, to create a handbook that offers strategies “civility” varies greatly depending on the needs for faculty to engage difficult dialogues in the classroom and demographics of each campus community. (Landis, 2008). At Indiana University-Purdue University Indianapolis, student leaders have been key in creating programs focused on diversity University, 2013). Similarly, respectful discourse through and acceptance. the University of Wisconsin, the organization, Democracy “On other campuses, Oshkosh has engaged the Plaza (Bowman, 2011). The involvement with the broader off-campus community student group participates in surrounding community has in its community-based Civility two campus events, “Pass the been key in instituting civility. Project (Bowman, 2011). This Mic” and “I Heard, I Read, I Rutgers University has a partnership with the community Saw,” where student facilitators very strong civility program allows the university to provide guide their peers and other and has focused heavily on community members through community service through
21 good citizenship and enhance institutions stand out as A look at some of UMB’s peer the town’s efforts at promoting models for how to prioritize institutions reveals a similar civility and tolerance. the initiative. Despite recent interest in civility on campus, transgressions within the especially at the University A few civility programs have school’s athletics program, of Michigan at Ann Arbor. also incorporated civility Rutgers University has a very The University of Michigan at into the school’s curriculum comprehensive and well- Ann Arbor’s Office of Student and guiding principles. For organized civility program Conflict Resolution (OSCR) example, Indiana University- that began in the fall of 2010 is dedicated to mediating Purdue University Fort Wayne and is currently thriving. The disputes among students, (“IPFW”), has included civility program originally began as a staff, and faculty (Michigan, in the institution’s mission two-year initiative implemented 2013). The OSCR offers the statement, curriculum, and through campus activities following services: conflict student programming. Civility centered around diversity, coaching, facilitated dialogue, is integrated into IPFW’s acceptance and compassion. social justice mediation, shuttle baccalaureate framework, Rutgers found guidance in negotiation, and a restorative and faculty members are the work of Dr. P.M. Forni and justice circle. These varied encouraged to include civility took the concept of civility approaches allow the parties statements in their syllabi. to the next level through involved to pick the service that George Mason University “a flurry of conversations, best fits their conflict resolution has created a course to symposia, debates, lectures, style. address civility issues called programs and fireside chats” “Professionalism and Civility” (Rutgers, 2013). The apparent There is much that UMB (Jacks, 2010). The course reason for Rutgers’ success can potentially realize from focuses on a range of issues in implementing civility on adopting a similar approach from cultural sensitivity, to table campus appears to be the to any of these institutions, manners, to the importance comprehensive way that they but from this environmental making eye contact with have engaged in “Project scan it is apparent that the someone when engaging in Civility.” Rutgers has used a best programs use a variety of conversation. variety of outlets (e.g. debates, approaches geared to a variety speakers, campus events) to of the civility aspects. There appears to be no right focus on the variety of topics or wrong way to pursue the related to civility (e.g. etiquette, aims of civility on university diversity, compassion). campuses, but some
22 Fellows’ Recommendations Section IV
The 2012-2013 President’s Fellows offer the following five recommendations for instilling civility as a core instructional value in educating health, human, services, and legal professionals at University of Maryland, Baltimore.
23 Such references to civility are not uniform Incorporate Civility Into across the individual professional schools, and in most cases are not Professional Schools’ Bylaws included directly on the schools’ Explanation “About Us” or “Values” sections of their websites. Although a search for The University’s mission statement “professionalism” produced additional includes civility as a core value: hits, it is important to remember that a “We emphasize interdisciplinary violation of civility norms might look very 1education and research in an different than a breach of professional atmosphere that explicitly values civility, responsibility, especially in a hybrid diversity, collaboration, teamwork school/workplace setting (Campbell, and accountability.” However, an 2011, p. 50). environmental scan of the individual professional schools’ websites produced Rationale few hits on the term “civility.” A brief Based upon our literature review, one review of the individual schools’ and of the key ways to contain, correct, and departments’ honor codes, codes of curtail incivility is to maintain a zero- ethics, and bylaws also produced mixed tolerance policy toward uncivil behaviors, results. Some highlights from the search repeating the policy regularly in both oral include
School of Pharmacy, Honor Code Section 2.2 – “The school . does not tolerate disrespect or lack of civility toward any member of the pharmacy school or campus community.”
School of Medicine Statement of Ethical Principles Section I.6 – . “Professional relations should be characterized by civility.”
School of Medicine, Department of Anesthesiology Values – .“We will foster an environment that values professionalism, civility, compassion, collegiality, teamwork and collaboration.”
24 and written form (Pearson p. 13). Likewise at UMB, punishing those who do not. As and Porath, 2005, p. 12- emphasizing professionalism mentioned above, the effects of 16). The need for consistent, and the proper ways to treat incivility on morale, productivity, enforceable policies and patients and clients may not and organizational integrity are discourse is apparent in necessarily translate into civility severe. We believe that these contexts outside of the between coworkers or students. widespread impacts, magnified university setting. For Indeed, our significant by the response that so many example, in the legal field, finding that 1 in 6 students students have experienced bar associations in many has experienced incivility on incivility here on campus, jurisdictions have implemented campus suggests that teaching warrants significant University civility codes to provide and enforcing the norms of attention. guidance for lawyers regarding professionalism alone may not how to conduct themselves be enough to maintain a civil However, we recognize that in dealings with opposing environment. our findings are preliminary, counsel, clients, courts, and partially anecdotal, and are not Implementation third parties (Campbell, 2011, completely representative of p. 45). Likewise, a civility code We recommend the University all target groups (specifically, at the University could provide work to meet its goal by faculty and staff). Therefore, guidance to students, faculty, incorporating the term “civility” prior to implementing and staff regarding how to into each schools’ mission this recommendation, we conduct themselves in dealings statement, bylaws, and/ encourage the University to with coworkers, other students, or code of ethics. As in the further study superiors, clients or patients, workplace and law practice the extent to which “civility” is and third parties. settings, this incorporation . mentioned in each schools’ bylaws, will provide a clear message codes of ethics, and honor codes;
Research on workplace incivility to all parties concerned existence and effects of has shown that, “whereas that civility is a high priority, . incivility among faculty and staff; many organizations create and that incivility will not be the mechanisms that are in stringent guidelines about tolerated. Operationalizing . place at the school and campus how employees should treat the term “incivility” may levels to enforce civility, including what capacities the University customers, fewer seem to involve monitoring violations has to implement additional articulate how employees of university norms for mutual mechanisms if needed. should treat one another” respect more closely, rewarding (Pearson & Porath, 2005, those who “play nice” and
25 an increased emphasis on civility. A key didactic Incorporate Civility Into initiative that we identified is the School of Social Work’s Professional Schools’ Curricula Program Management class, which teaches students about leadership styles, negotiation role in uncivil interactions, “a tactics, and conflict resolution target is much more likely to techniques. In addi Explanation be of lower status than the tion to leveraging UMB’s 2Many of the professional instructor” (Pearson & Porath, clinical training programs and school deans mentioned 2005, p. 10). Thus, it is critical professional responsibility professionalism and ethics that students and low-level classes to further the discourse training in their interviews as faculty and staff learn to on civility, the University may a current method of instilling recognize and handle incivility also want to consider scaling civility. Indeed, most of UMB’s from superiors. up the Program Management programs seem to have some class for use in training new sort of professional ethics Rationale members of the faculty course requirement. However, In their recommendations and staff. as mentioned above, civility on how to contain, correct, is a separate construct from and curtail incivility in the Implementation professionalism, and incivility workplace, Pearson and Porath We recommend, prior can manifest itself in different (2005) note that “training to revising the schools’ ways than unprofessionalism. for civility is skill-based,” and professionalism programs, For example, Pearson and that “improving individual that UMB survey the various Porath (2005) point out that competencies such as conflict professional responsibility “incivility and its repercussions resolution, negotiation, dealing courses across schools to generally occur without with difficult people, stress determine if any contain units organizational awareness” management, listening, and on civility. Specifically, it is and that “[i]ncivility tends to coaching can curtail incivility” important to note how civility be more difficult to detect and (p. 14). Borrowing lessons from is being taught and defined, curtail…because it resides in the workplace, it is easy to see how students are learning to the eyes of the beholder” (p. 9). how our professional schools’ deal with uncivil interactions, Because power plays a central curricula could accommodate and whether students are
26 aware of institutional processes that can help them resolve interpersonal conflicts. We note that some of the UMB’s Strategic Plan initiatives involve vetting courses to determine ripeness for interprofessional education and other areas of opportunity—perhaps these same initiatives can also be leveraged to determine ripeness for the infusion of civility training.
In addition, we recommend a survey of new faculty and staff training programs to determine if employees of the University are receiving civility training. We recognize that some new hires may be experienced in the workplace and will scoff at the idea of sitting through a civility training module or an incivility simulation. However, as discussed above, incivility often originates at the top and trickles down, reinforcing a vicious cycle of destructive behavior. Therefore, it is critical that students and employees at all levels of the University understand the origins and effects of incivility, are given skills to combat it, and become aware of how their own uncivil actions may affect others. 27 organization, put your ear to the ground and listen carefully, and when incivility occurs, hammer it (pp. 13-14). Taken together, Measure and Enforce these recommendations speak to the same general Civility Campus-Wide point: in order to instill civility and eliminate incivility, an organizational norm of niceness must be enforced. In addition, Many, if not all, professional as Pearson and Porath (2005) Explanation schools have some form of note, “[incivility] thrives in According to our survey results, 3 process to deal with egregious environments where input from the majority of respondents violations of professional ethics employees is squelched” (p. who experienced incivility on and school bylaws, but it is 14). Therefore, in order for campus did not go through an unclear whether uncivil acts students, faculty, and staff to institutional process to resolve which do not escalate to feel like the University is a more their conflict. In fact, some of aggression or violence would civil place, they must have a the professional school deans be punished under current voice and a realistic means of that were interviewed admitted enforcement standards. In having their complaints heard. there is either no process addition, there is no indication in their school for obtaining that any program rewards Implementation redress for an act of incivility, students, faculty, and staff who We recommend as or that the process is largely have embodied the civility ideal. a complement to informal and dramatically Both reward and punishment Recommendation 1 that the underutilized. A few formal are critical in successfully University not only include grievance procedures and instituting organizational civility as a requirement in its enforcement mechanisms that change. bylaws, but also enforce civility we identified include as a core value. Instilling School of Social Work’s Rationale civility and ending incivility .“Student Review Committee” Three of Pearson and Porath’s are two sides of the same School of Medicine’s “Medical (2005) recommendations coin. As mentioned below, .Student Review Committee” for how to correct workplace the University might consider School of Law’s incivility are to weed out leveraging existing initiatives .“Honor Board” trouble before it enters your and resources to reward civil
28 behavior and continue the discourse on civility as a way to affirmatively focus on desirable pro-social behaviors. However, research suggests that even a small amount of incivility can have far-reaching impacts (Laschinger, Finegan & Wilk, 1 2009, p. 382). Therefore, it is important to continue monitoring stakeholders’ perceptions of civility and incivility on campus, and to tailor organizational processes to fit the scope of the problem.
As we have identified through our research, incivility is experienced by a significant number of students, faculty and staff on campus. The University may want to study further what methods of enforcement are viable and practical; however, we believe that discouraging incivility through an institutional complaint processes should be the cornerstone of a more civil UMB campus.
1 New nurses did not report high levels of workplace incivility or conflict, but their perception of workplace incivility was significantly related to both the extent to which they felt their work environment was supportive of professional practice and their overall feelings of empowerment, both of which were independent significant predictors of burnout.
29 Leverage Existing
Explanation Initiatives and Resources In Section III, we discussed a number of civility initiatives at 4 UMB and other institutions. We recommend that the University
leverage those resources to Create an “Annual Civility Award” to be given to faculty, staff, and students advance effective existing .who demonstrate commitment to furthering civility on campus.
programs while incorporating new Emphasize civility as a core value at the University and individual schools’ worthwhile practices. Particularly, . new student orientations. we recommend the following: .Incorporate a “Civility Skills” module into new faculty training. Hold an annual “Civility Week” on campus to engage the broader .community in a discussion about civility and incivility.
Continue the civility speaker series through the President’s Student .Leadership Institute, with speakers from each of the disciplines represent- ed on campus.
Utilize the schools’ websites, social media outlets, and print publications to .make the term “civility” more visible. .Incorporate a task and goal regarding civility into the Strategic Plan.
30 Rationale Our study results suggest that faculty, and staff an opportunity campus need to implement greater emphasis on civility to discuss hot-button issues of them? We recommend that during orientation, greater incivility at UMB, and proved the University identify key emphasis on civility in school a worthwhile means for giving players in existing offices— curricula, civility-related campus members a voice. such as the Interprofessional campus events (i.e. training This list represents some of Student Learning & Service programs and interprofessional the more popular initiatives Initiatives, the President’s workshops), and establishing mentioned, but is in no way Student Leadership Institute, a Civility Award might all be exhaustive of all potentially the Strategic Planning effective ways to increase beneficial programs. Committee, and the President’s civility on campus. In addition, Fellowship— that have a number of ideas, including Implementation an interest in leading the the Civility Week initiative, were The main considerations charge for civility further. As given substantial audience in implementing these recommended below, we support during our speaker initiatives are who will take envision the establishment of a series. Despite the small the lead on organizing and standing Civility Committee that turnout for some speakers, the executing them, and what will facilitate further study and open forum allowed students, additional resources will the support civility initiatives
We recommend that the University leverage those resources to advance effective existing programs while incorporating new worthwhile practices.
“ 31 Appoint a Civility Implementation Commission for We recommend that the University look to existing Further Study faculty, staff, and student leaders who are interested in spearheading the Civility Learning and Services Commission. Through our Explanation Initiatives and the Center for interviews, we identified various 5All of our recommendations Interprofessional Education. programs and individuals that above note areas of opportunity The Administration identified maybe leveraged to build this for further study and action. student leadership as a priority, commission. We hope that Due to the limited scope of so it commissioned President’s the University will continue this this engagement, we have Student Leadership Institute, project and will reach out to the merely laid the groundwork for the White Paper Project, 2012-2013 President’s Fellows transformational civility change and the Student Leadership for further discussion on the on the UMB campus. So that Reception. Other campuses topic. Regardless of how the the discourse may continue, nationwide have instituted University chooses to continue and so our recommendations a Civility Project or a Civility this civility discourse, it is clear may be realized in full force, we Commission to bring attention that this issue deeply affects recommend that the University to their school’s emphasis on UMB, its students, faculty, and appoint a Civility Commission creating a nicer campus. UMB staff, and the patients and to study the issue of incivility should likewise continue its clients it serves. further and to identify ways support of civility by appointing to implement the Fellows’ a multidisciplinary Civility suggestions. Commission, comprised of students, faculty, and staff, Rationale tasked to tackle issues and The Administration identified initiatives relating to civility on interprofessional education as campus. a priority, so it commissioned Interprofessional Student
32 Appendix A: Survey Results
Question 1: Do you believe incivility is a problem on campus?
YES NO 47% 57%
Those who answered yes to question 1 were then asked the following:
In general, how serious is the problem of incivility on campus?
NOT SERIOUS AT ALL 1%
VERY SERIOUS 19% SOMEWHAT NONEXISTENT 0% SERIOUS NOT TOO SERIOUS 55% 25%
33 Question 3: How important is it for you to function in a civil environment?
NOT TOO IMPORTANT 1% INDIFFERENT 1%
SOMEWHAT IMPORTANT 16%
VERY IMPORTANT NOT IMPORTANT AT ALL 0% 82%
34 Question 4: How often have you experienced uncivil behavior from faculty, staff, and students?
OFTEN 8%
FACULTY NEVER SOMETIMES 38% SOMETIMES54%
OFTEN 8%
SOMETIMES STAFF 49% NEVER 43%
OFTEN 4%
SOMETIMES NEVER STUDENTS 44% 52%
35 Question 5: Have you received civility training at the University?
YES 26%
NO 74%
Question 6: How important is it for you to receive civility training?
INDIFFERENT 9%
NOT IMPORTANT SOMEWHAT AT ALL 13% IMPORTANT 34% VERY IMPORTANT 17% NOT TOO IMPORTANT 28%
36 References
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39 2012-2013 President’s Fellows