WHY CAN'T WE JUST BE CIVIL?

First of all, incivility can lead to an erosion of public trust, resulting in people simply giving up on their government. As a manager, it can be extremely difficult to step in and attempt to influence an elected official's behavior. That responsibility has to fall to the officials themselves, holding each other accountable. Managers would do well to enhance their own respective skill levels to better tackle this issue. The author suggests skill development in nine areas: listening, conflict resolution, enhancing emotional intelligence, defusing volatile situations, positively flipping dilemmas, staying flexible, becoming a role model, reinforcing civil behavior, and developing trust with elected officials, residents, and staff members. Adapted from the source document.