A healthy workplace culture does not happen by accident. It takes leaders who are supported, developed, and equipped with practical tools to address challenges in real time. In this episode, Dr. Karen Uttaro, Senior Director of Professional Practice, Quality, and Regulatory at UMass Memorial Medical Center, explains how her organization turned post-pandemic leadership turnover into an opportunity to rethink leadership development and strengthen workplace culture. She emphasizes that leaders need structured support, dedicated time, and practical tools to effectively address incivility, which led UMass to implement bite-sized learning, peer discussions, and ongoing reinforcement. Karen also connects these strategies to the needs of new graduate nurses, highlighting the importance of communication skills, psychological safety, and guided reflection during their transition into practice. She underscores that executive support, clear behavioral expectations, and a focus on self-care are essential for helping both leaders and frontline staff succeed. Tune in and learn how intentional leadership development can strengthen culture, support nurses, and create healthier work environments. About Karen Uttaro: Dr. Karen Uttaro, DNP, RN, NPD-BC, NEA-BC, is the Senior Director of Professional Practice, Quality, and Regulatory at UMass Memorial Medical Center. She oversees regulatory compliance, professional practice, and quality for the Department of Nursing, including the ANCC PTAP-accredited Nurse Residency Practice Program and the organization’s Nursing Excellence Pathway to Excellence journey. Karen has more than 30 years of nursing experience and has spent over two decades at UMass Memorial, where she has led nursing education, staff development, and leadership growth initiatives. She holds a Doctor of Nursing Practice in Executive Nursing Leadership from Baylor University and is deeply committed to helping both leaders and new nurses build the skills they need to thrive. What You’ll Learn In This Episode: Leaders must show up with empathy, clarity, and presence, recognizing that high-stakes moments exist even if they don’t feel high-stakes to them. Sending more emails to gain control often creates chaos; communication should be intentional, consolidated, and triaged to reduce noise. Visibility is built through small, consistent actions, such as walking to meetings, sharing meals, and acknowledging others, which can profoundly impact confidence and development. When emotions rise, the best response is to pause or step aside gracefully, prioritizing composure over winning the moment. Trust functions like a reputation bank account: consistent deposits of reliability and respect create credibility when it’s most needed. Links & Resources: Connect with and follow Karen Uttaro on LinkedIn. Follow UMass on LinkedIn and visit their website! Email Karen directly here. Check out the 33 Scripts Guide to Address Disruptive Behaviour here! Buy Renee Thompson’s book Enough! Eradicating Bullying & Incivility here! Grab a copy of Renee Thompson’s book Do No Harm Applies to Nurses Too! here. Learn more about the Eradicating Bullying & Incivility eLearning Program here! Have a question for Renee? Email us at [email protected] to have your leadership question featured in an upcoming Q&A episode! Disclosure: The host may be compensated for linking to other sites or for sales of products we link to. As an Amazon Associate, Coffee Break earns from qualifying purchases. Liked this episode? Rate, review, and share with your colleagues. Your support helps us reach more healthcare leaders working to create better work environments.

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