Doctor of Nursing Practice (DNP)
Doctor of Nursing Practice (DNP) Program
School of Nursing
civility, structured education module, cognitive rehearsal, turnover, job satisfaction, rural, nurse
Incivility is a top-cited stressor resulting in decreased job satisfaction and turnover. Uncivil behaviors jeopardize patient safety through poor communication and team ineffectiveness. This project aimed to determine if a structured civility educational module with CRT positively impacted job satisfaction and turnover of healthcare employees.
A pretest using the Workplace Civility Index (WCI) and investigator generated questions determined current civility behaviors, notable civility issues, and attitudes surrounding job satisfaction and turnover. The interactive, virtual modules highlighted dilemmas regarding incivility and their consequences to patient care. During CRT, the participants responded to filmed, uncivil conflicts using provided frameworks to curate civil responses. After implementing the provided education, a post-test assessed changes in the frequency of civil behaviors, job satisfaction, and the module’s effectiveness. Turnover rates and reasons for resignation were collected before the intervention and six months after the intervention.
Results of this pilot project revealed that few participants had previous knowledge of civility, and none had exposure to CRT. Analysis of the WCI demonstrated a positive increase in overall civility scores. Responses from the CRT scenarios revealed the themes of acknowledging feelings and expectations, appropriate setting, and addressing civility directly. Job satisfaction remained unchanged; however, turnover was reduced. Civility education and CRT can be a cost-effective way to improve employee morale while decreasing safety concerns. Implications of this project show that civility education with CRT can have a positive effect on employee behaviors and turnover.
Matthews, Laurel, "The Impact of a Structured Civility Educational Module and Cognitive Rehearsal Training (CRT) on Job Satisfaction and Turnover in Rural Healthcare Employees: A Quality Improvement Pilot Project" (2021). Doctor of Nursing Practice (DNP) Manuscripts. 10.