Civility in the Workplace Training (E1161)



Civility In The Workplace Training:

While a training program on workplace manners and courtesy may seem like overkill, the reality is: rudeness is an epidemic costing industry millions a year. Indeed, 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.

Civility represents the social norms and rules that must be followed in order to positively and productively relate with others. When people hear the word “civility,” words that come to mind include respect, courtesy, tolerance, consideration, and a rational approach to conflicts. Behaviors that threaten positive and productive relations with other people, therefore, constitute uncivil behaviors

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 organization scan systematize civility in the workplace will also be discussed.

Course Goals

• Define civility, understand its causes, and enumerate at least three of its behavioural indicators.
• Understand the costs of incivility, as well as the rewards of civility, within the workplace.
• Learn practical ways of practicing workplace etiquette, including the proper use of greetings, respect, involvement, and political correctness.
• Learn the basic styles of conflict resolution and identify the style most appropriate for managing particular conflicts in the workplace.
• Learn skills in diagnosing the causes of uncivil behaviour.
• Understand the role of forgiveness and conflict resolution in the creation of a civil working environment.
• Understand the different elements of effective communication, particularly effective para-verbal and non-verbal communication.
• Learn facilitative communication skills such as listening and appreciative inquiry.
• Learn specific interventions that can be utilized when there’s conflict within the workplace.
• Learn a recommended procedure for systematizing civil behaviour within the workplace.

Course Modules:

Module One: Getting Started
Workshop Objectives

Module Two: Introduction
What is Uncivil Behavior?
Three Reasons Why You Should Be Civil
Dealing with Difficult Personalities
Cost and Rewards
Case Study
Module Two: Review Questions

Module Three: Effective Work Etiquette
Being Politically Correct
Case Study
Module Three: Review Questions

Module Four: Costs and Rewards
Incivility and the Costs
Civility and Rewards
Four Causes of Incivility
How to Overcome It
Case Study
Module Four: Review Questions

Module Five: Conflict Resolution
Case Study
Module Five: Review Questions

Module Six: Getting to the Cause
Examining the Root Cause
Creating a Cause-and-Effect Diagram
Benefits of Resolution
Case Study
Module Six: Review Questions

Module Seven: Communication
Para-verbal Communication
Non-verbal Communication
Listening Skills
Appreciative Inquiry
Case Study
Module Seven: Review Questions

Module Eight: Negotiation
Three Sides to Incivility
Creative Problem-Solving
Case Study
Module Eight: Review Questions

Module Nine: Identifying Your Need
Completing a Needs Analysis
Focus Groups
Anonymous Surveys
Case Study
Module Nine: Review Questions

Module Ten: Writing a Civility Policy
Designating the Core Group
Defining What is Unacceptable Behavior
Defining the Consequence
Writing the Policy
Case Study
Module Ten: Review Questions

Module Eleven: Implementing the Policy
The First Steps
Addressing Complaints
Enforcing Violators
Case Study
Module Eleven: Review Questions

Module Twelve: Wrapping Up
Words from the Wise

  • Civility in the Workplace
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: Forever