CCCS Internal 
In 2023, the Colorado Community College System (CCCS) faced a challenge that many workplaces encounter—rising incivility. Jennifer Parker, Assistant Director of HR Operations, took the lead in addressing this growing issue. “We saw the negative effects across our campuses—rude emails, passive-aggressiveness, and frustration were all contributing to a decline in morale,” she explained. National data supported these observations, with a survey by the Society for Human Resource Management revealing that two-thirds of U.S. workers had witnessed or experienced incivility in the workplace.
To tackle the problem, Jennifer conducted a comprehensive needs assessment across the system’s 13 colleges. Over eight months, she collaborated with HR directors and leaders to pinpoint key areas for improvement. Several recurring themes emerged: professionalism, digital communication, conflict resolution, and the impact of language. The challenge was clear: How do we create a program that resonates with such a large and diverse audience?
Designing and Implementing an Engaging Civility Program
Jennifer’s needs assessment provided a roadmap for addressing incivility at CCCS. With clear focus areas in mind, she spearheaded an innovative solution: a week-long email campaign in the fall of 2023. Her goal was to promote civility through engaging, accessible micro-learning sessions. “I didn’t want to preach to the choir,” she said. “The goal was to make the trainings engaging, funny, and relevant so people would want to participate.”
Each email directed employees to a core video session, paired with interactive activities, discussion prompts, and additional resources, allowing employees to engage at their own pace.
The campaign covered four key areas:
- Professionalism: Professionalism goes beyond dress codes and punctuality. Jennifer highlighted the importance of respect, integrity, and ethical conduct in every interaction. “It’s about how we treat ourselves, our colleagues, our students, and our work,” she said.
- Digital Communication: With digital interactions now an integral part of work, this session focused on maintaining respect in emails and virtual meetings, ensuring that online communication mirrors the respect we show in person.
- Conflict Resolution: Conflict is inevitable, but timely and empathetic responses are crucial. This session encouraged employees to use active listening and empathy when managing conflicts. “Conflict is inevitable,” Jennifer emphasized, “but how we approach it—with empathy and active listening—makes all the difference.”
- Words Matter: This session explored the power of language, reminding participants that words can either build bridges or create walls. Mindful communication, Jennifer explained, is key to fostering understanding, as intent and impact don’t always align.
The campaign concluded with a final session summarizing key lessons, encouraging employees to reflect on their personal behavior and growth. Employees were also invited to provide feedback to help the HR team evaluate the campaign’s effectiveness. This reflection allowed for deeper engagement and provided valuable insights to guide future improvements.
We’re excited to continue using this model to support our employees and foster a respectful and inclusive work environment. The process is replicable, and we’re just getting started.
Measuring Success and Looking Ahead
The results were impressive: CCCS achieved a 60% completion rate—significantly higher than the typical 5-15% seen in online trainings. “We received 2,800 reflection surveys, with about 90% providing positive feedback,” Jennifer noted. Many employees appreciated the campaign, with one noting, “It’s a continual reminder of the culture we aspire to.”
Of course, not all feedback was positive. Some respondents felt the training wouldn’t lead to meaningful change, but CCCS remains committed to continuous improvement. Based on feedback, they launched a spring campaign focusing on psychological safety, leading by example, and team norms. “We listened to what employees said,” Jennifer explained. “In the spring, we spread the sessions out over five weeks to allow for deeper discussions.”
Key Takeaways and the Path Forward
Several lessons emerged from CCCS’s civility training program. First, leadership buy-in was essential. Chancellor Joe Garcia’s support, including recorded welcome videos, helped reinforce the campaign’s importance. Second, the flexibility of the program made it easy to replicate. “Once we had the process down, we realized we could use it for other campaigns or micro-sessions on different topics,” Jennifer shared.
Looking ahead, CCCS plans to build on the civility campaign’s success, using feedback to create new micro-sessions. “We’re excited to continue using this model to support our employees and foster a respectful and inclusive work environment,” Jennifer said. “The process is replicable, and we’re just getting started.”
