Welcome to the Civility in the Workplace workshop. While a training program on workplace manners and courtesy may seem like overkill, the reality is: rudeness is an epidemic costing industries millions a year. Indeed, what society seems to be gaining in terms of knowledge and technological advancement, it’s losing on basic social values. Bosses freely intrude on subordinates’ personal space, gossiping co-workers are the 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, and 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.

INTRODUCTION
Course Objectives

MODULE 1
Introduction
What is Uncivil Behavior?
Three Reasons Why You Should Be Civil
Dealing with Difficult Personalities
Cost and Rewards
Knowledge Check

MODULE 2
Effective Work Etiquette
Greetings
Respect
Involvement
Being Politically Correct
Knowledge Check

MODULE 3
Costs and Rewards
Incivility and the Costs
Civility and Rewards
Four Causes of Incivility
How to Overcome It
Knowledge Check

MODULE 4
Conflict Resolution
Collaborating
Competing
Compromising
Accommodating
Avoiding
Knowledge Check

MODULE 5
Getting to the Cause
Examining the Root Cause
Creating a Cause-and-Effect Diagram
Forgiveness
Benefits of Resolution
Knowledge Check

MODULE 6
Communication
Para-verbal Communication
Non-verbal Communication
Listening Skills
Appreciative Inquiry
Knowledge Check

MODULE 7
Negotiation
Three Sides to Incivility
Mediation
Arbitration
Creative Problem-Solving
Knowledge Check

MODULE 8
Identifying Your Need
Completing a Needs Analysis
Focus Groups
Observations
Anonymous Surveys
Knowledge Check

MODULE 9
Writing a Civility Policy
Designating the Core Group
Defining What is Unacceptable Behavior
Defining the Consequence
Writing the Policy
Knowledge Check

MODULE 10
Implementing the Policy
The First Steps
Training
Addressing Complaints
Enforcing Compliance
Knowledge Check

ASSESSMENT
Post-Test