Civility In The Work Place
Training Time: 1 Day, 9:00 am to 5:00 pm
Inclusion: Participants Manual / Certificate of Completion
A training program on workplace manners and courtesy may seem like overkill. Yet, the reality is, rudeness is an epidemic costing industry millions a year. What society seems to be gaining in terms of both knowledge and technological advancement, it’s losing out on basic social values that directly impact the bottom line.
Bosses freely intrude on subordinates’ personal space, gossiping co-workers are norm, and quality customer care has been forgotten. The result: an environment not conducive to getting work done, dissatisfied clients aiming for the competition, and in some cases, blatant tolerance for abuse and harassment.
To address the growing problem of incivility in the work setting, this workshop introduces the concept of civility, its importance to a company, as well as its typical causes and effects.
Skills needed to effectively practice civil behavior, as well as different ways organizations can systematize civility in the workplace will also be discussed.
This Is About
- Understanding what civility is and why it must be practice from top to bottom
- Understanding the costs of incivility, and the rewards of practicing civility
You Can Expect
- Increased participation in that which promotes civil behavior
- Increased productivity in the work place enhanced by a culture of respect
You Need This If
- You believe your company requires better work relationships
- You want to know basic ways of managing conflict in the workplace
Workshop Objectives
- Define Civility
- Enumerate at least 3 behavior indicators
- Understand the costs of incivility, as well as the rewards of civility
- Learn practical ways of practicing workplace etiquette.
- Learn skills in diagnosing the causes of uncivil behavior.
- Understand the role of forgiveness and conflict resolution.
- Understand the different elements of effective communication.
- Learn facilitative communication skills such as listening and appreciative inquiry.
Workshop Outline
MODULE 1 Getting Started
- Understanding the workshop objectives
MODULE 2 Introduction
- What is uncivil behavior?
- Reasons why you should be civil
- Dealing with difficult personalities
- Cost and rewards
MODULE 3 Effective Work Etiquette
- Greetings
- Respect: The foundation of civility
- Involvement in organizational activities
- Being politically correct; special care not to offend others
MODULE 4 Costs and Rewards
- Incivility and its costs
- Civility and its rewards
- 4 Causes of incivility and how to overcome it
MODULE 5 Conflict Resolution
- Collaborating, competing, compromising
- Accommodating versus avoiding
- Eating your meal
- Sticky situations and possible solutions
MODULE 6 Getting to the Cause (*HR Content)
- The root cause
- Cause and effect diagram*
- Forgiveness
- Benefits of Resolution
MODULE 7 Communication (*HR Content)
- Para verbal and non-verbal communication
- Listening skills
- Appreciative inquiry*
- Completing a needs analysis*
- Focus groups*
- Observation
- Anonymous surveys*
MODULE 8 Negotiation (*HR Content)
- 3 Sides to Incivility*
- Mediation*
- Arbitration*
- Creative Problem Solving*
MODULE 9 Identifying your need (*HR Content)
- Completing a needs analysis*
- Focus Groups*
- Observations and anonymous surveys*
MODULE 10: Implementing the Policy (*HR Content)
- Initial steps*
- Training*
- Addressing complaints*
- Enforcing violators*
MODULE 11: A Short Effective Guide to Writing a Civility Policy (*HR Content)
- Organizing/Designating a core group*
- Defining what is unacceptable behavior*
- Defining the consequences*
- Guidelines on writing the policy*
MODULE 12 Wrapping it up
- Updating your action plan
- Words from the wise
In-House Rate
Participants: 16 – 30
Duration: 1 day
Course Fee:
Level 7*
, per person
Includes: Manual, Certificate of Completion
* hover over the level link to see the actual price summary