Course Description
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 your job.
By the end of this workshop, participants will be able to:
Define civility, understand its causes, and enumerate at least three of its behavioral 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 behavior.
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 behavior within the workplace.
Agenda
Course Core Competencies:
Module 1: Introduction
Topic A: What is Uncivil Behavior?
Topic B: Three Reasons Why You Should Be Civil
Topic C: Dealing with Difficult Personalities
Topic D: Cost and Rewards
Module 2: Effective Work Etiquette
Topic A: Greetings
Topic B: Respect
Topic C: Involvement
Topic D: Being Politically Correct
Module 3: Costs and Rewards
Topic A: Incivility and the Costs
Topic B: Civility and Rewards
Topic C: Four Causes of Incivility
Topic D: How to Overcome It
Module 4: Conflict Resolution
Topic A: Collaborating
Topic B: Competing
Topic C: Compromising
Topic D: Accommodating
Topic E: Avoiding
Module 5: Getting to the Cause
Topic A: Examining the Root Cause
Topic B: Creating a Cause-and-Effect Diagram
Topic C: Forgiveness
Topic D: Benefits of Resolution
Module 6: Communication
Topic A: Para-Verbal Communication
Topic B: Non-Verbal Communication
Topic C: Listening Skills
Topic D: Appreciative Inquiry
Module 7: Negotiation
Topic A: Three Sides to Incivility
Topic B: Mediation
Topic C: Arbitration
Topic D: Creative Problem-Solving
Module 8: Identifying Your Need
Topic A: Completing a Needs Analysis
Topic B: Focus Groups
Topic C: Observations
Topic D: Anonymous Surveys
Module 9: Writing a Civility Policy
Topic A: Designating the Core Group
Topic B: Defining What is Unacceptable Behavior
Topic C: Defining the Consequence
Topic D: Writing the Policy
Module 10: Implementing the Policy
Topic A: The First Steps
Topic B: Training
Topic C: Addressing Complaints
Topic D: Enforcing Violators