When addressing incivility, describe the observed behavior before deciding how to respond. A disagreement about care, disrespectful communication and a threat require attention to their actual circumstances rather than one interchangeable label.
The American Association of Critical-Care Nurses' position statement, revised in June 2025, rejects bullying, incivility and verbal abuse. It calls for institutional policies, reporting processes and action when abusive behavior occurs. AACN position statement
Describe what happened
Record specific words or actions, relevant context and how the interaction affected the work. Separate direct observations from assumptions about intent.
For a fictional example, “My question about the handoff was interrupted twice, and I could not confirm the receiving clinician” is more useful for review than “The team is toxic.”
Patterns matter, but a nurse does not need to determine a legal category before seeking help through an appropriate workplace process.
Match the response to the situation
If it is safe and appropriate, a brief response can redirect the conversation toward the work: “I need to finish confirming this information before we move on.”
This is an example, not a requirement that the person experiencing the behavior confront the other person. Power differences, repeated conduct or a safety concern may call for another route.
When there is a threat or immediate danger, use the organization's urgent response procedure. Do not rely on a communication script to manage a dangerous situation.
Use a defined reporting route
Know where concerns go, who reviews them and how to request an alternative when the usual supervisor is involved.
ANA's workplace violence position, effective March 13, 2025, calls for organizational planning, reporting mechanisms, staff training and investigation. It places responsibilities on both nurses and employers. ANA position
Follow the established process for records and information sharing. Avoid distributing screenshots or patient details through informal channels in an attempt to prove a point.
Require organizational follow-through
A manager receiving a concern should clarify immediate support, the review process and what information can be shared afterward. Do not promise a predetermined finding before reviewing the circumstances.
AACN recommends protecting employees who report bullying from reprisal and tracking the institution's response. These are professional recommendations; the available legal protections depend on the applicable circumstances and jurisdiction. AACN position statement
A generic reminder to be kind is insufficient follow-up when a concrete allegation needs investigation.
Preserve constructive disagreement
Teams still need to question decisions and give corrective feedback. Focus feedback on the work and expected behavior without humiliation or personal attacks.
Review whether the response made reporting usable, addressed the conduct and reduced repeated unresolved concerns. Avoid judging success only by fewer complaints.
When repeated behavior discourages questions or reporting, assess its effect on psychological safety as well as the specific conduct.
Related
workplace violence · psychological safety · peer support.
Sources
- Bullying, Incivility, and Verbal Abuse (accessed 2026-09-17) — AACN, revised June 2025.
- Workplace Violence (accessed 2026-09-17) — ANA, March 13, 2025.