Course Synopsis

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.

Course Objectives

  • 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.
  • Learn the basic styles of conflict resolution.
  • 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.
  • 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.

Course curriculum

  • 1

    Getting Started

    • Module 1 - Introduction

    • Module 1 - Getting Started

    • Module 1 - Workshop Objectives
  • 2

    Introduction

    • Module 2 - Introduction

    • Module 2 - What is Uncivil Behavior?

    • Module 2 - Three Reasons You Should be Civil

    • Module 2 - Dealing with Difficult Personalities

    • Module 2 - Costs and Rewards

    • Module 2 - Case Study

    • Module 2 - Video

    • Module 2 - Quiz

  • 3

    Effective Work Etiquette

    • Module 3 - Effective Work Etiquette

    • Module 3 - Greetings

    • Module 3 - Respect

    • Module 3 - Involvement

    • Module 3 - Being Politically Correct

    • Module 3 - Case Study

    • Module 3 - Video

    • Module 3 - Quiz
  • 4

    Costs and Rewards

    • Module 4 - Costs and Rewards

    • Module 4 - Incivility and the Costs

    • Module 4 - Civility and Rewards

    • Module 4 - Four Causes of Incivility

    • Module 4 - How To Overcome It

    • Module 4 - Case Study

    • Module 4 - Video

    • Module 4 - Quiz
  • 5

    Conflict Resolution

    • Module 5 - Conflict Resolution

    • Module 5 - Collaborating

    • Module 5 - Competing

    • Module 5 - Compromising

    • Module 5 - Accommodating

    • Module 5 - Avoiding

    • Module 5 - Case Study

    • Module 5 - Video

    • Module 5 - Quiz
  • 6

    Getting to the Cause

    • Module 6 - Getting to the Cause

    • Module 6 - Examining the Root Cause

    • Module 6 - Creating A Cause and Effect Diagram

    • Module 6 - Foregiveness

    • Module 6 - Benefits of Resolution

    • Module 6 - Case Study

    • Module 6 - Video

    • Module 6 - Quiz
  • 7

    Communication

    • Module 7 - Communication

    • Module 7 - Para-verbal Communication

    • Module 7 - Non-verbal Communication

    • Module 7 - Listening Skills

    • Module 7 - Appreciative Inquiry

    • Module 7 - Case Study

    • Module 7 - Video

    • Module 7 - Quiz
  • 8

    Negotiation

    • Module 8 - Negotiation

    • Module 8 - Three Sides to Incivility

    • Module 8 - Mediation

    • Module 8 - Arbitration

    • Module 8 - Creative Problem Solving

    • Module 8 - Case Study

    • Module 8 - Video

    • Module 8 - Quiz
  • 9

    Identifying Your Need

    • Module 9 - Identifying Your Need

    • Module 9 - Completing a Needs Analysis

    • Module 9 - Focus Groups

    • Module 9 - Observations

    • Module 9 - Anonymous Surveys

    • Module 9 - Case Study

    • Module 9 - Video

    • Module 9 - Quiz
  • 10

    Writing a Civility Policy

    • Module 10 - Writing a Civility Policy

    • Module 10 - Designating the Core Group

    • Module 10 - Defining What is Unacceptable Behavior

    • Module 10 - Defining the Consquence

    • Module 10 - Writing the Policy

    • Module 10 - Case Study

    • Module 10 - Video

    • Module 10 - Quiz
  • 11

    Implementing the Policy

    • Module 11 - Implementing the Policy

    • Module 11 - The First Steps

    • Module 11 - Training

    • Module 11 - Addressing Complaints

    • Module 11 - Enforcing Violators

    • Module 11 - Case Study

    • Module 11 - Video

    • Module 11 - Quiz
  • 12

    Wrapping Up

    • Module 12 - Wrapping Up

Civility in the workplace