Disruptive and toxic behaviors in healthcare: zero tolerance, the bottom line, and what to do about it.

In this economic downturn, healthcare leaders must attend to both the human- and bottom-line. Unfortunately, one significant problem affecting both-disruptive behaviors-has long been under the radar screen in healthcare. People who habitually exhibit these behaviors have been referred to in many ways: toxic, uncivil, and intimidating, to name a few. This article provides the results of the authors' research study of over 400 leaders and mitigation strategies for dealing with toxic, uncivil behaviors. In particular, it presents a three-point systems approach for intervention--one that is both proactive and reactive, and aligned with the new Joint Commission standards.