Civility In The Workplace Course Outline

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