Tony Suchman and Linda Belton will lead the 2012 Finger Lakes Dialog on Relational Workplaces: Civility in the Workplace
June 2-3, 2012 - Montour Falls, NY
Our third annual Finger Lakes Dialog on Relational Workplaces will take place in the beautiful wine and waterfall country of upstate New York. This weekend workshop on an important driver of customer and employee satisfaction is sponsored by The McArdle Ramerman Center and the Relational Coordination Research Collaborative.
Incivility costs and CREW
At one national multi-site healthcare organization, the combined cost of absenteeism, formal grievances and turnover attributable to incivil behavior was calculated to be $285 per employee per year. And that’s just the most immediate human resource costs, before
considering the consequences of lost productivity, error, waste and poor customer experience. Linda Belton and her colleagues in the Veterans Health Administration took aim at this problem by creating a program called CREW (Civility, Respect and Engagement in the
They demonstrated the feasibility and strong positive impact of a program to engage the staff members at 23 VHA facilities in creating facility-specific definitions of civil behavior, measuring it and implementing activities to reduce workplace incivility. This work was accomplished through active employee engagement: weekly workgroup level conversations facilitated by specially-trained local coordinators at each facility.