Annual event highlights practical strategies to enhance workplace kindness, respect, and community among healthcare educators and providers

At a time when healthcare faces heightened pressure and workforce challenges, the MGH Institute community heard a timely and practical message during the fourth annual Natalie Petzold Lecture on April 15. Dr. Cynthia Clark, professor emerita at Boise State University and founder of Civility Matters™, explored how fostering a culture of civility, community, and joy can enhance both learning environments and patient care. 

“This work goes beyond simple politeness,” Dr. Clark explained. “How we treat each other — especially under stress — can directly influence patient outcomes. Civility is a deliberate choice we make every day, especially when we don’t see eye to eye.” 

Clark shared her deep expertise and personal insights in promoting civility and respective workplaces that she gained through decades of research and practice. Clark provided practical strategies for healthcare professionals to actively build civility, emphasizing small yet impactful behaviors such as pausing to avoid impulsive reactions, co-creating team norms, and purposefully expressing meaningful gratitude.  

Reflecting on the long shadow of the COVID-19 pandemic, Clark emphasized that the crisis exposed just how vital civility is — and how easily it can erode under pressure. 

“COVID shook up our routines and left many of us feeling isolated and uncertain,” she said. “It reminded us that civility isn’t just a nice-to-have — it’s what helps hold us together when things are falling apart.”  

Her reflection pointed to the growing importance of staying connected, showing respect, and practicing emotional awareness, especially in times of change and pressure. 

“In a world where you can be anything, be kind,” she said, sharing a photo of her 99-year-old father—still active and independent—as a reminder of the lasting impact of positive role models. 

Her message left a lasting impression: 

Following Clark’s keynote, Interim Dean of the School of Nursing Patricia A. Reidy echoed the lecture's central theme. “It’s a gentle reminder amid daily stress to pause and remember to be respectful and kind to one another,” Reidy said. “It’s a simple idea — but one we often overlook. Taking a moment helps us remember to treat others as we'd like to be treated.” 

For attendees navigating the stresses of healthcare education and practice, the lecture offered more than inspirational words; it provided actionable insights into building positive, sustainable work environments. It was a fitting topic for a lecture that honored the legacy of Natalie Petzold.  

Marjorie Hamilton Sipe, assistant dean of School of Nursing, opened the event by reflecting on how Petzold was a “visionary leader” who deeply invested in nurturing those around her.  

“She poured herself into developing people who would ultimately support the next generation of nurses,” Sipe recalled. “She believed in mentoring early and giving individuals opportunities to rise into leadership roles. That kind of encouragement creates lasting cultural change.” 

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