Civility Intelligence Academy: City of Oakland
By: DB Bedford | Chief Civility Strategist
Over the past three months, I had the privilege of partnering with the dedicated professionals of the City of Oakland's Department of Transportation and Oakland Public Works as they completed the Civility Intelligence™ Ambassador Program. While the program officially came to an end, what was built over those three months is just beginning.
Every day, these employees help keep Oakland moving. They maintain our streets, improve infrastructure, respond to emergencies, support neighborhoods, and provide essential services that most of us depend on without ever stopping to think about the people behind the work.
Public service isn't easy. It often means solving problems under pressure, working across departments, serving a diverse community, and making difficult decisions while balancing competing priorities. Technical skills matter—but so does behavior.
How we communicate, respond under pressure, navigate disagreements, support one another, and lead when no one is watching all shape the culture of an organization just as much as its policies and procedures. Those everyday moments define the employee experience, strengthen relationships, and influence how teams perform. That's why this journey mattered.
Month One: Awareness
Every transformation begins with awareness. Participants started with a Pre-Assessment to establish a behavioral baseline, followed by the Civility Index™ to measure observations of workplace behavior. They also discovered their Civility Styles™, gaining a better understanding of how different behavioral styles influence teamwork, communication, and decision-making. Together, these tools created a common language and a strong foundation for growth.
Month Two: Going Deeper
The second month challenged participants to look inward through the Civility Mirror™, reflecting on the professional they intended to be and comparing that vision with how they currently showed up at work. The journey then went deeper into the Civility Code of Conduct™, exploring the everyday behaviors that strengthen trust, accountability, respect, and collaboration. The conversations were honest, meaningful, and often transformational.
Month Three: Implementation
The final month was all about execution. Participants brought the Civility Code of Conduct™ to life through real-time application, practicing how to communicate, lead, and respond under pressure with greater intention. The journey concluded with a celebration as each participant earned their certification as a Civility Intelligence™ Ambassador, a recognition of their commitment to raising the behavioral standard both personally and professionally while helping shape a stronger culture throughout the City of Oakland.
Leadership Makes Culture Possible
Initiatives like this don't happen by accident. My sincere appreciation goes to Megan Wier and Kristin Hathaway, whose leadership and vision created the opportunity for their teams to participate in this journey. Their commitment demonstrates an important truth: investing in people is one of the most effective ways to strengthen organizational performance.
A special thank you also goes to Alisha Hampton, whose coordination, organization, and behind-the-scenes leadership helped ensure the entire process moved smoothly from beginning to end. Every successful initiative depends on people who quietly keep the wheels turning, and her contributions made a meaningful difference.
Why This Matters
Workplace culture isn't built during annual retreats or one-time training events. It's built every day—in morning huddles, during difficult conversations, while responding to service requests, coordinating across departments, solving problems in the field, and serving the residents of Oakland.
Every interaction is an opportunity to apply what was learned through Civility Intelligence™ communicate with clarity, listen with respect, navigate conflict professionally, adapt to different personalities, and lead with accountability. Those daily choices strengthen trust, improve teamwork, create safer and more productive work environments, and ultimately help the City deliver better service to the community it proudly serves.
A Standard Worth Building
The City of Oakland's Department of Transportation and Oakland Public Works have demonstrated what is possible when an organization invests not only in technical excellence, but also in the behaviors that sustain high-performing teams.
Every organization has standards for safety, compliance, and quality. Perhaps it's time every organization established a standard for behavior. Congratulations to every participant who completed the Civility Intelligence™ Ambassador Program, and thank you for the work you do each day to make Oakland a stronger, safer, and more connected city. While the community may never see every challenge you overcome, they experience the results of your professionalism every single day and that's something truly worth celebrating.
