0036 - Workplace Civility

Course Description

This course 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.

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

Outline

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

• Effective Work Etiquette
  • Greetings
  • Respect
  • Involvement
  • Being Politically Correct

• Costs and Rewards
  • Incivility and the Costs
  • Civility and Rewards
  • Four Causes of Incivility
  • How to Overcome It

• Conflict Resolution
  • Collaborating
  • Competing
  • Compromising
  • Accommodating
  • Avoiding

• Getting to the Cause
  • Examining the Root Cause
  • Creating a Cause-and-Effect Diagram
  • Forgiveness
  • Benefits of Resolution

• Communication
  • Para-verbal Communication
  • Non-verbal Communication
  • Listening Skills
  • Appreciative Inquiry

• Negotiation
  • Three Sides to Incivility
  • Mediation
  • Arbitration
  • Creative Problem-Solving

• Identifying Your Need
  • Completing a Needs Analysis
  • Focus Groups
  • Observations
  • Anonymous Surveys

• Writing a Civility Policy
  • Designating the Core Group
  • Defining What is Unacceptable Behavior
  • Defining the Consequence
  • Writing the Policy

• Implementing the Policy
  • The First Steps
  • Training
  • Addressing Complaints
  • Enforcing Violators