Drawing the Line: Addressing Incivility

Drawing the Line Guide - When CAOs Must Act to Address Incivility and Protect the Organization

Incivility at the Council table rarely begins as overt misconduct. It often develops gradually—through pressure, misunderstanding, shifting dynamics, and blurred boundaries. While many situations can be managed through relationship-building and communication, there are times when behaviour crosses a line and requires decisive leadership.

This practical guide is designed to support Chief Administrative Officers in recognizing when conduct has moved from difficult to harmful, and when intervention is no longer optional, but required. It reinforces the CAO’s responsibility to protect staff, uphold governance standards, and safeguard the integrity of the organization.

Grounded in real-world governance dynamics, this resource provides clear guidance on when and how to act, while maintaining professionalism and supporting the Council–CAO relationship.

To access Drawing the Line – When CAOs Must Act to Address Incivility and Protect the Organization, click here

Following are just a few of the topics included in this guide:

• Recognizing when behaviour crosses the line from governance conflict to workplace harm
• Understanding the CAO’s obligation to act and duty of care to staff
• Early leadership strategies to prevent escalation
• Clear thresholds for intervention and predictable escalation approaches
• Supporting the Chair in maintaining order and addressing inappropriate conduct
• Using policy, legislation, and workplace frameworks to protect the organization
• Rebuilding trust and restoring governance after intervention
• Reinforcing leadership presence during difficult and high-pressure situations