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Civility In The Workplace

Overview

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.

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. The benefits to Civility In The Workplace are countless and will pay  off immensely in every aspect of yourjob.

Module 1: Getting Started

  • Icebreaker
  • Housekeeping Items
  • Workshop Objectives

Module 2: Introduction

  • What is Uncivil Behavior?
  • Three Reasons Why You Should be Civil
  • Dealing with Difficult Personalities
  • Costs and Rewards
  • Case Study
  • Review Questions

Module 3: Effective Work Etiquette

  • Greetings
  • Respect
  • Involvement
  • Being Politically Correct
  • Case Study
  • Review Questions

Module 4: Costs  and Rewards

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

Module 5: Conflict Resolution

  • Collaborating
  • Competing
  • Compromising
  • Accommodating
  • Avoiding
  • Case Study
  • Review Questions

Module 6: Getting to the Cause

  • Examining the Root Cause
  • Creating a Cause and Effect Diagram
  • Forgiveness
  • Benefits of Resolution
  • Case Study
  • Review Questions

Module 7: Communication

  • Para-verbal Communication
  • Non-Verbal Communication
  • Listening Skills
  • Appreciative Inquiry
  • Case Study
  • Review Questions

Module 8: Negotiation

  • Three Sides to Incivility
  • Mediation
  • Arbitration
  • Creative Problem Solving
  • Case Study
  • Review Questions

Module 9: Identifying Your Need

  • Completing a Needs Analysis
  • Focus Groups
  • Observations
  • Anonymous Surveys
  • Case Study
  • Review Questions

Module 10: Writing a Civility Policy

  • Designating the Core Group
  • Defining What is Unacceptable Behavior
  • Defining the Consequence
  • Writing the Policy
  • Case Study
  • Review Questions

Module 11: Implementing the Policy

  • -- The First Steps
  • Training
  • Addressing Complaints
  • Enforcing Violators
  • Case Study
  • Review Questions

Module 12: Wrapping Up

  • Words from the Wise
  • Lessons Learned
  •  Completion of Action Plans and Evaluations

Duration

3 Day(s)

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