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Civility and RespectA culture of civility is desirable in any profession or organization. In a civil environment, people are more productive and more satisfied with their jobs. However, virtually all organizations experience acts of uncivil behavior.

Research has found that if incidents of incivility are tolerated or conflicts go unresolved in a workplace, both performance and satisfaction are negatively impacted. This is particularly true in healthcare where uncivil behavior can quickly turn a safe effective healing environment into a place of potential harm for both patients and caregivers.

To build a culture of safety, each team member must feel supported by management, understand appropriate behavior, and possess effective communication skills to address disruptive behaviors when they threaten the success of the team and the organization.

Claiming Civility in Healthcare, CoMass Group capitalizes on the positive aspects of an organization to create a culture that sustains mutual respect and professionalism. Our comprehensive program is designed to:

  • Increase awareness of incivility and the impact of such behaviors
  • Offer insight into the root causes and extent of incivility and conflict in healthcare organizations
  • Provide a proven communication technique for addressing incivility/disruptive behaviors based on communication and conflict management theory
  • Develop an internal conflict management system specific to an organization’s need and processes


CoMass Group’s Assessment process captures the positive aspects of an organization’s culture, as well as identifies areas of system dysfunction.

Assesment tools are tailored to an organization’s need and include:

  • System-wide surveys with specific objectives
  • Questions for integration into employee satisfaction surveys
  • Focus groups
  • Individual interviews


Our field tested, evidence-based and highly-interactive communications and conflict management Claiming Civility workshops create a common language designed for effectively addressing incivility.

A key component to the program is access to Spotlight Performance – a video simulation tool specifically designed to reinforce classroom instruction by:

  • Enhancing learning through interactive exercises
  • Enabling participants to employ skills through private practice sessions
  • Measuring progress utilizing before and after tests
  • Providing additional guidance such as coaching tips and model answers

Strategic Integration Consulting 

Our consultants work with management to design and integrate a comprehensive conflict management system, including mediation and dispute resolution, to reduce resistance, conflicts and ultimately costs for organizations undergoing major strategic change initiatives, such as:

  • Mergers & Acquisitions
  • Workforce Restructuring
  • Expansion of Service Areas
  • Information Technology Deployments
  • Recognition and Accreditation Programs