Civility in the Workplace Atlantic Speakers Bureau and Human Skills Development 980 Route 730, Scotch Ridge NB Canada E3L 5L2 or P.O. Box 55 Calais, ME USA 04619 1-506-465-0990 FAX: 1-506-465-0813 [email protected] [email protected] Atlantic Speakers Bureau and Human Skills Development Student Training Manual Training Materials Page 1 Atlantic Speakers Bureau and Human Skills Development TABLE OF CONTENTS Module One: Getting Started .............................................................................................................5 Workshop Objectives ................................................................................................................................ 5 Pre-Assignment Review ............................................................................................................................ 6 Module Two: Introduction .................................................................................................................8 What is Uncivil Behavior? ......................................................................................................................... 8 Three Reasons Why You Should Be Civil ................................................................................................. 10 Dealing with Difficult Personalities ......................................................................................................... 11 Cost and Rewards ................................................................................................................................... 12 Case Study ............................................................................................................................................... 12 Module Two: Review Questions .............................................................................................................. 14 Module Three: Effective Work Etiquette ........................................................................................... 16 Greetings ................................................................................................................................................ 16 Respect.................................................................................................................................................... 18 Involvement ............................................................................................................................................ 19 Being Politically Correct .......................................................................................................................... 19 Case Study ............................................................................................................................................... 20 Module Three: Review Questions ........................................................................................................... 22 Module Four: Costs and Rewards ..................................................................................................... 24 Incivility and the Costs ............................................................................................................................ 24 Civility and Rewards ................................................................................................................................ 26 Four Causes of Incivility .......................................................................................................................... 27 How to Overcome It ................................................................................................................................ 28 Case Study ............................................................................................................................................... 29 Module Four: Review Questions ............................................................................................................. 31 Page 2 Atlantic Speakers Bureau and Human Skills Development Module Five: Conflict Resolution ...................................................................................................... 33 Collaborating .......................................................................................................................................... 33 Competing............................................................................................................................................... 34 Compromising ......................................................................................................................................... 35 Accommodating ...................................................................................................................................... 35 Avoiding .................................................................................................................................................. 36 Case Study ............................................................................................................................................... 37 Module Five: Review Questions .............................................................................................................. 39 Module Six: Getting to the Cause...................................................................................................... 41 Examining the Root Cause ...................................................................................................................... 41 Creating a Cause-and-Effect Diagram .................................................................................................... 42 Forgiveness ............................................................................................................................................. 46 Benefits of Resolution ............................................................................................................................. 47 Case Study ............................................................................................................................................... 48 Module Six: Review Questions ................................................................................................................ 50 Module Seven: Communication ........................................................................................................ 52 Para-verbal Communication ................................................................................................................... 52 Non-verbal Communication .................................................................................................................... 53 Listening Skills ......................................................................................................................................... 54 Appreciative Inquiry ................................................................................................................................ 54 Case Study ............................................................................................................................................... 55 Module Seven: Review Questions ........................................................................................................... 57 Module Eight: Negotiation ............................................................................................................... 59 Three Sides to Incivility ........................................................................................................................... 59 Mediation ............................................................................................................................................... 61 Arbitration .............................................................................................................................................. 61 Page 3 Atlantic Speakers Bureau and Human Skills Development Creative Problem-Solving ........................................................................................................................ 62 Case Study ............................................................................................................................................... 63 Module Eight: Review Questions ............................................................................................................ 65 Module Nine: Identifying Your Need................................................................................................. 67 Completing a Needs Analysis .................................................................................................................. 67 Focus Groups .......................................................................................................................................... 68 Observations ........................................................................................................................................... 69 Anonymous Surveys ................................................................................................................................ 70 Case Study ............................................................................................................................................... 71 Module Nine: Review Questions ............................................................................................................. 72 Module Ten: Writing a Civility Policy ...............................................................................................