Civility in the Workplace

Civility in the Workplace

Module One: Getting Started
• Workshop Objectives
• Pre-Assignment Review
• Module Two: Introduction
• What is Uncivil Behavior?
• Three Reasons Why You Should Be Civil
• Dealing with Difficult Personalities
• Cost and Rewards
• Case Study
Module Two: Review Questions
Module Three: Effective Work Etiquette
• Greetings
• Respect
• Involvement
• Being Politically Correct
• Case Study
Module Three: Review Questions
Module Four: Costs and Rewards
• Incivility and the Costs
• Civility and Rewards
• Four Causes of Incivility
• How to Overcome It
• Case Study
Module Four: Review Questions
Module Five: Conflict Resolution
• Collaborating
• Competing
• Compromising
• Accommodating
• Avoiding
• Case Study
Module Five: Review Questions
Module Six: Getting to the Cause
• Examining the Root Cause
• Creating a Cause-and-Effect Diagram
• Forgiveness
• Benefits of Resolution
• Case Study
Module Six: Review Questions
Module Seven: Communication
• Para-verbal Communication
• Non-verbal Communication
• Listening Skills
• Appreciative Inquiry
• Case Study
Module Seven: Review Questions
Module Eight: Negotiation
• Three Sides to Incivility
• Mediation
• Arbitration
• Creative Problem-Solving
• Case Study
Module Eight: Review Questions
Module Nine: Identifying Your Need
• Completing a Needs Analysis
• Focus Groups
• Observations
• Anonymous Surveys
• Case Study
Module Nine: 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
Module Ten: Review Questions
Module Eleven: Implementing the Policy
• The First Steps
• Training
• Addressing Complaints
• Enforcing Violators
• Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
• Words from the Wise