Module 01: Getting Started

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.  Bosses freely intrude on subordinates’ personal space, gossiping co-workers are norm, and quality customer care has been forgotten. The result: an environment not conducive to getting work done, dissatisfied clients aiming for the competition, and in some cases, blatant tolerance for abuse and harassment.

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.

Workshop Objectives

Research has consistently demonstrated that when clear goals are associated with learning, the learning occurs more easily and rapidly. With this in mind, let’s review our goals for today.

By the end of this workshop, participants will be able to:

• 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, including the proper use of greetings, respect, involvement, and political correctness.
• Learn the basic styles of conflict resolution and identify the style most appropriate for managing particular conflicts in the workplace.
• Learn skills in diagnosing the causes of uncivil behavior.
• Understand the role of forgiveness and conflict resolution in the creation of a civil working environment.
• Understand the different elements of effective communication, particularly effective para-verbal and non-verbal 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.