Civility In The Workplace Course

Duration: 1 day

Introduction

The business world, has its own rules and one cannot throw one’s toys out of the cot every time a colleague annoys you. This workshop focuses on compromise, negotiation and understanding to maintain civil relationships among co-workers.

Course Outline

The bottom line is: although advances in technology are wonderful and the world moves forward every second, the price we pay is that we are losing our basic social values. Rudeness has become an epidemic costing business billions annually. We don’t exaggerate when we say we clearly see the need for a workshop addressing good manners in the workplace. We see courses advertised around the world and it’s all about getting on with your fellow employees and not dropping the profit margin by bad behaviour. It goes beyond mere good manners; civility in the workplace is effective self awareness and effective social awareness. What might be civil at home isn’t necessarily acceptable at the workplace with a cultural mash amongst employees. Behaviour that is uncivil may include: Not recognising another person’s presence, using abusive language, and gossiping.TIP: Three reasons why you should be civil. There’s no escaping other people. -Benefits to practicing civil behaviour are guaranteed. -It’s the right thing to do. We get into the heart of civility when we spend a module defining an effective work etiquette and what is acceptable and the consequences of what is not acceptable in the workplace. In particular we look at proper greeting, respect, involvement and political correctness. In the context of the South African society, we need to pay attention to political correctness since our opinions differ so much they can cause unnecessary conflict.

Next we explore the hidden costs of incivility, such as a high employee turnover and poor productivity. Both of these aspects in business seriously affect the profit margin. Besides the fact that they are bad for general morale and make for a dislikeable workplace. In fact the list of effects from incivility is long and deplorable, including health costs to the company and low customer retention. A quote from a study by Keashly and Jagiac (2000) reads as follows: One fourth of research respondents who feel that they have been treated uncivilly will intentionally cut back their work efforts. A few will steal from their instigators or their organizations. Some will sabotage equipment. Moving on, we define the causes of incivility and we teach participants some great skills in overcoming the causes of incivility. However there will always be conflict in the workplace and we will explore ways to counter conflict, such as bargaining, or mediation and arbitration. Finally we will help participants set up their own civility policy which will be relevant to their workplace; we will discuss what is acceptable and what is not. To round off our workshop we share ways of implementing the policy and enforcing violators.

1. Introduction
Workshop objectives
Pre workshop review

2. Behaviour
Uncivil behaviour
Reasons to be civil
Dealing with difficult personalities
Cost and rewards
Case study

3. Effective work etiquette
Greetings
Respect
Involvement
Being politically correct
Case study

4. Costs and rewards
Incivility and the costs
Civility and rewards
Four causes of incivility
How to overcome it
Case study

5. Conflict resolution
Collaborating
Competing
Compromising
Accommodating
Avoiding
Case study

6. Getting to the cause
Examining the root cause
Creating a cause and effect diagram
Forgiveness
Benefits of resolution
Case study

7. Communication
Para-verbal Communication
Non-Verbal Communication
Listening skills
Appreciative Inquiry
Case study

8. Negotiation
Three sides to incivility
Mediation
Arbitration
Creative Problem – solving
Case study

9. Identifying your need
Completing a needs analysis
Focus groups
Observations
Anonymous Surveys
Case study

10. Writing a civility policy
Designating the core group
Defining what is unacceptable behaviour
Defining the consequence
Writing the policy
Case study

11. Implementing the policy
The first steps
Training
Addressing complaints
Enforcing violators
Case study

12. Topics not discussed
Post workshop overview

Who should attend this course? 

This is a general employee course, also for managers.

**Quote does not include Any Exam Fees (if applicable)

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