Commentary: Civility is key to organizational success

  • Published
  • By Chief Master Sgt. T. Brent Chadick
  • Air Force Nuclear Weapons Center
KIRTLAND AIR FORCE BASE, N.M. --  We live in an era of unprecedented technological advancement and hyper-efficiency. Both military and private organizations seem to value productivity above all else. But humans are not robots, and we can’t expect them to operate like machines.

While most would agree the military operates differently than a business, some of the same principles apply to both. Caring for your people, whether they’re unit members or coworkers, is critical to success.

Today’s laser-focused pursuit of productivity has created a void; some might say the personal art of civility and humanity in the workplace is missing. We've outsourced empathy to human resources departments, contracted conflict resolutions to consultants, and treated employees as cogs in a machine rather than individuals deserving of respect and compassion. This erosion of human connection is not just a moral failing; it's a strategic one, undermining productivity, innovation and — ultimately — organizational success.

For too long, organizations have operated under the flawed assumption that efficiency trumps all. They often prioritize bottom lines and deadlines over well-being, squeezing every ounce of productivity from employees without investing in their mental health or fostering a positive work environment. The result is a workforce plagued by burnout, anxiety and disengagement, which is a direct consequence of a culture that prioritizes profit over people.

The pendulum needs to swing back. The skills necessary for effective and efficient organization aren’t found solely in spreadsheets and algorithms, but in the restoration of civility. This means actively cultivating prosocial behaviors, nurturing kindness, and equipping employees with tools to navigate conflict constructively.

These changes are likely to require a fundamental shift in mindset. Leadership teams should model these values from the top down. They must be seen practicing empathy, actively listening to employee concerns and demonstrating respect in every interaction. This isn’t just about being "nice"; it’s about recognizing the inherent value of everyone and fostering a culture of psychological safety where people feel valued and heard.

This also requires investing in practical people skills. Conflict management training is no longer a luxury, but a necessity. Employees need to be equipped with tools to resolve disagreements effectively, understand differing perspectives, and seek out mutually agreeable solutions. Similarly, emotional intelligence training helps our people develop self-awareness, self-regulation and empathy — crucial components for building strong relationships and navigating complex interpersonal dynamics.

Consider the direct impact on mental health. A toxic work environment, which can be characterized by incivility, bullying and unresolved conflict, takes a heavy toll on employees’ well-being. Stress levels soar, which can lead to increased absenteeism, burnout and a decline in overall performance. By contrast, a kind and supportive workplace promotes mental health, reduces stress and empowers employees to thrive. When our employees feel supported and valued, they are more engaged, productive and loyal.

Furthermore, embracing empathy, compassion, effective listening and solid conflict-management skills directly reduces the need for "outsourcing humanity" or "contracting out civility." When employees are equipped to handle difficult conversations and resolve conflicts constructively, the burden on HR departments and external consultants decreases significantly. Instead of relying on professionals to clean up the mess after a breakdown, organizations can empower their own employees to build stronger relationships and navigate challenges effectively.

Ultimately, creating a civil workplace is not just about improving employee well-being; it's about building a more successful and sustainable organization. When employees feel valued, respected and supported, they are more likely to be engaged, productive and innovative. They are more likely to collaborate effectively, take risks and contribute their best work.

Re-civilizing the workplace is not a quick fix; it's a long-term investment. It requires a fundamental shift in mindset, a commitment to building a culture of empathy and respect, and a willingness to invest in the skills and resources necessary to support employee well-being. But the rewards — a more engaged, productive and innovative workforce — are well worth the effort. It’s time to stop outsourcing humanity and start building workplaces where civility and compassion are not just buzzwords, but the cornerstones of organizational success.