Civility In The Workplace

1 Day

Introduction

While a training programme 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 behaviour, as well as different ways organisations can systematise 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.

Programme Objectives:

• Define civility, understand its causes, and enumerate at least three of its behavioural 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 behaviour
• 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 behaviour within the workplace.

Method and Approach

This programme will involve the use of slides, handout material, work manual with all instructor notes and slides, examples of best practice, appropriate videos and appropriate video material.

The use of flip-charts, syndicate workshops and reporting back sessions will encourage a fully participative and enjoyable event. Delegates will be encouraged to participate actively in relating previous work experiences.

Who Should Attend

This course is benefit all employees, who have some interaction with internal and external stakeholders of the business, from the most junior to the most senior.

Course Content

This one-day course will cover the following subjects:

Module One: Getting Started

• Introduction to the course
• Workshop Objectives

Module Two: Introduction

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

Module Three: Effective Work Etiquette

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

Module Four: Costs and Rewards

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

Module Five: Conflict Resolution

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

Module Six: Getting to the Cause

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

Module Seven: Communication

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

Module Eight: Negotiation

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

Module Nine: Identifying Your Need

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

Module Ten: Writing a Civility Policy

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

Module Eleven: Implementing the Policy

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

Module Twelve: Wrapping Up

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