Civility In The Workplace

• Workshop Objectives

Module:2 Introduction

• What is Uncivil Behavior?

• Three Reasons Why You Should Be Civil

• Dealing with Difficult Personalities

• Cost and Rewards

• Case Study

• Which of the following behaviors can be considered as uncivil behavior?

• Which of the following is not true about civility?

• True or False: If you are good at what you do, you don’t need to bother with being civil to other people.

• Which of the following is good reason to practice civility in the workplace?

• True or False: The best way to treat a co-worker with a difficult personality is give them back the same frustration that they give you.

• What does this statement mean: “Civility sets the stage for effective communication with a person perceived to have a difficult personality.”?

Module:3 Effective Work Etiquette

• Greetings

• Respect

• Involvement

• Being Politically Correct

• Case Study

• True or False: Always acknowledge another person’s presence, regardless of his or her rank in the company.

• Which of the following is not true about greetings:

• Respect refers to positive esteem for others, one that demands _____ and ______ behavior.

• What makes a co-worker deserving of respect?

• What word is most closely related to the concept of “involvement”?

• Which of the following is true about involvement?

• What is the best application of this statement: “Language captures attitudes.”?

• True or False: Political correctness can sometimes be considered lying.

Module:4 Costs and Rewards

• Incivility and the Costs

• Civility and Rewards

• Four Causes of Incivility

• How to Overcome It

• Case Study

• Which of the following is a possible repercussion of incivility in the workplace?

• True or False: The cost of incivility in the workplace almost always translates to money lost.

• Research has shown that the financial success of a company is due to workers’ _____________, something that can come about when the workers perceived that they are being treated with respect.

• True or False: Civility can contribute to the company’s branding.

• The following are the four causes of incivility according to P.M. Forni:

• If you choose not to confront a co-worker who has been talking about you behind your back, then you are avoiding the following cause of incivility:

• True or False: It is illegal, not to mention ill-advised, to include civility in company policy.

• It is recommended that continuous training on civility include the following topics:

Module:5 Conflict Resolution

• Collaborating

• Competing

• Compromising

• Accommodating

• Avoiding

• Case Study

• In the _______ style of conflict management, there is a high premium on cooperation, supportive dialogue, recognition of each person’s point of view and the merging of ideas to come up with solutions.

• Which of the following is not true about the collaborating style of conflict management?

• The following is a disadvantage of using the competing style of conflict management:

• True or False: Some competitions can be healthy in a workplace.

• Compromising is the middle ground between ________ and _________.

• True or False: Collaborating is not recommended when the parties in conflict are in a deadlock and neither one wants to back down.

• To increase the likelihood of a long-term business relationship with a client, Josephine agreed for their first transaction to be at zero profit. Josephine’s way of handling the situation is an example of:

• Accommodation can happen when?

• Michael walks a different route to the manager’s office every day to steer clear of his co-worker with whom he just had an argument the day before. Michael is practicing:

• True or False: Avoiding is always an immature way of handling conflicts.

Module:6 Getting to the Cause

• Examining the Root Cause

• Creating a Cause-and-Effect Diagram

• Creating a Cause-and-Effect Diagram (Cont’d)

• Creating a Cause-and-Effect Diagram (Cont’d)

• Creating a Cause-and-Effect Diagram (Cont’d)

• Creating a Cause-and-Effect Diagram (Cont’d)

• Forgiveness

• Benefits of Resolution

• Case Study

• True or False: Identifying the root cause of a problem is a science, and demands knowledge, skill and experience.

• In a system, _________ is/are responsible for the status quo.

• __________is a graphic tool that helps users identify, present, and analyze the possible causes of a particular outcome.

• True or False: In a cause-and-effect diagram, the cause is always placed on the right side.

• ____________ is the deliberate effort to start the forgiving process even though negative feelings from having been offended or victimized remain.

• Which of the following is not true about forgiveness?

• True or False: Rigid companies are those that will respond well to threats to civility.

• Which of the following is a benefit of resolution:

Module:7 Communication

• Para-verbal Communication

• Non-verbal Communication

• Listening Skills

• Appreciative Inquiry

• Case Study

• Your vocal intonation, pitch, volume, and emphasis refer to?

• Your body language, facial expressions, and gestures represent?

• True or False: It doesn’t matter what word you emphasize in a sentence; as long as the words are in the correct order, you’ll always be communicating what you want to say.

• Research shows that as much as 80% of our communication comes from?

• The following are non-verbal ways of attending to what another person is saying, except for one. Which is the exception?

• “I can see that this is very important for you. I can hear the enthusiasm in your voice.” Is an example of what sub-skill of active listening?

• Which is not a question you can expect from an Appreciative Inquiry?

• This is the stage of Appreciative Inquiry that is characterized by experimentation and improvisation:

Module:8 Negotiation

• Three Sides to Incivility

• Mediation

• Arbitration

• Creative Problem-Solving

• Case Study

• Which one of the following statements is true?

• True or False: Accepting the “truth” side in a situation makes the managing of conflict easier because it avoids one party from being 100% right.

• At the end of the day, however, a/an ____________ opinion in only suggestive in nature and doesn’t carry legal weight unless the parties in conflict make it to be so.

• Third party mediators must always come from outside the company to avoid bias.

• What makes arbitration different from mediation?

• True or False: You don’t need to know beforehand how the arbiter plans to decide your case; it will just give parties an unfair advantage.

• _______ is a way of handle conflict or disagreement in the workplace is by coming up with an original and if applicable, out-of-the-box solution.

• True or False: Transfer of Analogy is a technique that falls under Creative Problem Solving Process.

Module:9 Identifying Your Need

• Completing a Needs Analysis

• Focus Groups

• Observations

• Anonymous Surveys

• Case Study

• _________ is the process of gathering and interpreting data related to the requirements of the company in terms of accomplishing a certain goal.

• Which of the following is not a method for determining the topic of the company’s next training program?

• The great thing about this method of gathering data is that you get to gather information that can only come about because of a good discussion

• True or False: A focus group discussion is managed by a skilled facilitator who both attends to content and process.

• The following are the advantages of observation as a means of gathering data, except for one. Which is the exemption?

• True or False: You must always have a hypothesis before you start observing to gather data.

• What is the main benefit of using anonymous surveys to gather data about workplace incivility?

• True or False: There’s no reason to lie when a survey is anonymous.

Module:10 Writing a Civility Policy

• Designating the Core Group

• Defining What is Unacceptable Behavior

• Defining the Consequence

• Writing the Policy

• Case Study

• ________ refers to those who will take charge of conceptualizing, writing, refining and sometimes implementing the company’s policy on civility.

• Only one of the following statements is false. Identify the false statement

• It’s important to state outright that the company has a ____________ policy on incivility to emphasize that civility is being taken seriously, and company members are required to toe the line.

• When defining unacceptable behavior in a civility policy, it’s important that you list behavior that is:

• Which of the following is true when defining consequences in a civility policy?

• True or False: Defining consequences in a civility policy provide incentives for employees to conform to the prescribed behavior.

• Why is it important to remember that a civility policy is possible basis for legal action?

• The language used in a civility policy must be easy-to-understand, but at the same time

Module:11 Implementing the Policy

• The First Steps

• Training

• Addressing Complaints

• Enforcing Violators

• Case Study

• The first step in implementing a civility policy is to:

• Which of the following activities are not directed towards developing a positive attitude towards civility among company employees:

• True or False: Continuous education and training is critical if you want to see concrete changes within a system like a company.

• True or False: You can always live out your positive attitudes on civility even without skills training.

• What is meant by “a healthy respect for the process of filing a complaint”?

• Before company administration involves itself in a dispute between employees, it’s best to first ____________.

• When is supervision a recommended intervention for handling violators?

• True or False: If the incident reveals problems in procedures, communication, power hierarchies and other systemic factors, then the incident must be taken as opportunity to improve the system.

Module:12 Wrapping Up