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