In the first two blogs of this series, we explored the scope of incivility in nonprofit workplaces and its toll on staff well-being, team cohesion, and organizational performance (link to blog 1) - followed by a deep dive on how leaders are disproportionately affected by these interactions (link to blog 2).
We presented YMCA WorkWell data from 9,515 nonprofit employees and the numbers are stark:
- The vast majority of nonprofit employees (76%) report that negative interactions with community members impact their personal well-being at work - with front-line leaders reporting even higher levels (81%).
- These challenges are associated with higher burnout, higher turnover intentions, and a worsening employee experience in our sector.
But numbers only take us so far - the big question we want to end with is what can leaders actually do about it?
The answer isn’t a single policy or training session. Instead, addressing incivility requires an organizational approach: putting safeguards in place to reduce harm, equipping staff and leaders with practical tools for difficult moments, and ensuring recovery supports are available afterwards.
When these pieces work together, organizations can transform harmful encounters into opportunities for resilience, learning, and stronger team culture.
Part 1: Putting Safeguards in Place to Reduce Harm
If reducing employee harm is the goal, prevention is the most effective strategy - always. There are some procedures and guidelines that can organizations can prioritize to support here:
- Creating crystal clear policies and protocols: Staff need to know what behaviour is unacceptable - whether it comes from coworkers, managers, or community members - and how the organization will respond. A “zero tolerance” policy sounds simple, but in practice leaders must balance accountability with flexibility. The key is consistency: Employees need to trust that their leaders won’t ignore or downplay inappropriate behaviour.
- Provide clear and visible guidelines for community members: Signage in public-facing spaces and clear scripts for common scenarios empower staff to set boundaries respectfully and confidently. When clients or community members see that civility is an organizational standard, expectations shift.
Of course, even the clearest policies can’t prevent every incident. That’s why the next step is making sure staff feel confident in the moment when conflict arises.
Part 2: Equipping Leaders and Staff in the Moment
Even with the strongest prevention, conflict is bound to arise - especially in emotionally charged nonprofit work. In those moments, staff need more than policy; they need skills.
- Providing conflict resolution tools: It’s important to remember that we can all behave in an uncivil manner at times, particularly in the face of fast-paced change and increasing pressure. What people need most in those moments when they are losing their cool is to feel seen, heard, recognized and acknowledged. Training staff to stay calm, acknowledge emotion first, and offer choices can de-escalate heated situations before they spiral out of control.
- Knowing when to seek help: No one should feel they have to handle an escalating incident alone. Leaders should clarify when staff should call in support and who they should call, whether that’s a manager, security, or an external resource.
- Extra support for leaders: Leaders need these same skills and support, and need to be trained to support others in the moment. Remember that the situations they deal with first-hand are usually more complex and emotionally charged - they get the ones that front-line staff can't handle on their own.
Equipping leaders and staff is not about expecting them to be superheroes. It’s about giving them confidence that they have strategies to use - and the backing of their organization when they do.
Part 3: Supporting Post-Incident Recovery
Perhaps the most overlooked piece of the puzzle is recovery. Even when staff handle incivility “well,” these encounters leave a mark. Without intentional recovery practices, stress builds and can tip into burnout.
- Completing the stress cycle: Research shows that stress isn’t released just by time passing. Recovery often requires physical or emotional actions—movement, laughter, affection, deep breathing, creative expression. Encouraging and normalizing these practices in the workplace helps staff reset after tough moments.
- Providing peer and leader check-ins: After an incident, a supportive “How are you doing?” can make all the difference. But check-ins need to be genuine, not perfunctory. Asking open questions (“What do you need right now?”) gives staff space to voice concerns and ask for help.
- Building team norms of care: When teams normalize talking about difficult encounters and supporting each other, recovery becomes collective rather than individual. Over time, this builds resilience and strengthens culture.
- Extra support for leaders: Leaders also need recovery practices. They absorb not just their own incidents but the stress of supporting their teams.
When recovery is overlooked, even minor incidents can snowball into burnout and disengagement. That’s why this final piece is so critical.
Why This Matters
Handling incivility well is not just a “nice-to-have.” It directly impacts:
- Retention and recruitment: Employees are more likely to stay - and potential hires more likely to join - when they see an organization take staff safety and respect seriously.
- Service quality: Staff who feel supported can show up with energy and empathy for the communities they serve.
- Organizational resilience: Teams that can recover together from difficult encounters avoid the spiral of disengagement, burnout, and turnover.
When leaders develop organizational strategies to reduce harm, equip leaders and staff in the moment, and support recovery afterward, they not only protect well-being—they create a culture of respect that ripples out to the entire community.
Taking Action in Your Organization
So where do you begin? Start with measurement. If you don’t know the scope of the issue in your organization, you can’t effectively address it. Our Employee Insights Survey helps nonprofits understand the real experiences of their staff, identify hot spots, and prioritize action.
If you’re ready to move from awareness to action, we’d love to chat. Together, we can reduce the toll of incivility and build workplaces where staff can thrive, even under pressure.