EXPLORING NURSES' EXPERIENCES IN BUILDING CIVILITY IN THE WORKPLACE: A LITERATURE REVIEW

Abstract

Background: Workplace civility is essential to create a safe and collaborative nursing environment. Yet, incivility manifested through disrespectful communication, emotional tension, and lack of organizational justice remains a serious issue in hospitals, negatively impacting nurses’ well-being and patient safety. Purpose: This study aimed to synthesize recent international literature (2021–2025) exploring nurses’ experiences in building civility at work and to identify individual, leadership, and organizational factors influencing a culture of respect. Methods: A narrative literature review was conducted following PRISMA guidelines. Articles were retrieved from Scopus and PubMed databases using keywords: “nurse civility,” “workplace incivility,” “nursing culture,” and “nurse leadership.” Twenty qualitative, phenomenological, and mixed-method studies were analyzed thematically through three stages: categorization, thematic synthesis, and conceptual interpretation. Results: Three themes emerged: (1) emotional experiences of incivility, including stress, moral fatigue, and loss of confidence; (2) leadership and organizational culture as key determinants of civility, where empathy and fairness promote psychological safety; and (3) adaptive strategies such as reflection, peer support, spirituality, and assertive communication that strengthen resilience. A perception gap between nurses and managers was identified, highlighting the need for multi-level approaches to civility promotion. Conclusion: Civility in nursing reflects organizational values and leadership ethics rather than individual behavior alone. Building a civil culture requires fair management, continuous leadership development, and resilience-based education for nurses to enhance well-being and ensure patient safety.