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Civility in the Workplace Corporate Training Materials. Module One: Getting Started. Civility is not simply a question of minding your manners; it is also a critical component of professional success. P.M. Forni.
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Civility in the Workplace Corporate Training Materials
Module One: Getting Started Civility is not simply a question of minding your manners; it is also a critical component of professional success. P.M. Forni • Welcome to the Civility in the Workplace workshop. 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.
Module Two: Introduction Civility costs nothing, and buys everything. Mary Wortley Montagu • In this module, you will be introduced to the concept of civility, and the idea that even a little consideration can go a long, long way. Signs of uncivil behavior, its costs and rewards, as well as the case for promoting civility in the workplace will also be discussed.
Module Two: Review Questions • Which of the following behaviors can be considered as uncivil behavior? • Starting a rumor about workplace romances happening in your department • Cutting off a co-worker’s suggestion during a meeting • Hiding files that your manager needs to prepare for a presentation • All of the above • Which of the following is not true about civility? • Civility represents social norms and rules that must be followed in order to positively and productively relate with other • Civility begins with effective self and social awareness • Civility is an important aspect of every day work life • All acts of incivility are intentional
Module Two: Review Questions • True or False: If you are good at what you do, you don’t need to bother with being civil to other people. • True • False • Which of the following is good reason to practice civility in the workplace? • Every person, regardless of age, race, or contribution, deserves to be treated with respect • Civility resonates with many of the positive values of society, including tolerance and mutual support --- it’s the humane thing to do • Civility creates a conducive working environment as well as a stable and productive company • All of the above
Module Two: Review Questions • 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. • True • False • What does this statement mean: “Civility sets the stage for effective communication with a person perceived to have a difficult personality.”? • If you act with civility towards a difficult personality in your workplace, you get to constructively discuss what the problem is. Reacting in anger will merely close down all channels of communication • Civility helps make a person feel acknowledged and appreciated, which makes them more open to feedback • It’s impossible to have a good conversation with a co-worker who has a difficult personality. The only thing that you can do is bear their nature while getting the work done • Both a & b
Module Two: Review Questions • Which of the following behaviors can be considered as uncivil behavior? • Starting a rumor about workplace romances happening in your department • Cutting off a co-worker’s suggestion during a meeting • Hiding files that your manager needs to prepare for a presentation • All of the above • Which of the following is not true about civility? • Civility represents social norms and rules that must be followed in order to positively and productively relate with other • Civility begins with effective self and social awareness • Civility is an important aspect of every day work life • All acts of incivility are intentional
Module Two: Review Questions • True or False: If you are good at what you do, you don’t need to bother with being civil to other people. • True • False • Which of the following is good reason to practice civility in the workplace? • Every person, regardless of age, race, or contribution, deserves to be treated with respect • Civility resonates with many of the positive values of society, including tolerance and mutual support --- it’s the humane thing to do • Civility creates a conducive working environment as well as a stable and productive company • All of the above
Module Two: Review Questions • 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. • True • False • What does this statement mean: “Civility sets the stage for effective communication with a person perceived to have a difficult personality.”? • If you act with civility towards a difficult personality in your workplace, you get to constructively discuss what the problem is. Reacting in anger will merely close down all channels of communication • Civility helps make a person feel acknowledged and appreciated, which makes them more open to feedback • It’s impossible to have a good conversation with a co-worker who has a difficult personality. The only thing that you can do is bear their nature while getting the work done • Both a & b
Module Three: Effective Work Etiquette Men are respectable only as they respect. Ralph Waldo Emerson • In this module, you will be introduced to some tips in practicing workplace etiquette. In particular tips related to proper greeting, respect, involvement, and political correctness will be discussed.
Module Three: Review Questions • True or False: Always acknowledge another person’s presence, regardless of his or her rank in the company. • True • False • Which of the following is not true about greetings: • Greetings help you establish rapport with people you just met, and maintain rapport with those you already know • Greetings only apply to face-to-face meetings • Even informal greetings, such as “Hi” and “Hello” help develop social awareness in a workplace • All of the above
Module Three: Review Questions • Respect refers to positive esteem for others, one that demands _____ and ______ behavior. • enthusiastic; rude • formal; strict • deferential; considerate • friendly; relaxed • What makes a co-worker deserving of respect? • All people are worthy of respect regardless of their contribution • A co-worker is only deserving of respect if he or she can pull weight in the team • Its quid pro quo: Give me what you need and I will give you need • All of the above
Module Three: Review Questions • What word is most closely related to the concept of “involvement”? • Victim • Agent of Change • Caught in the Crossfire • Both a & b • Which of the following is true about involvement? • Involvement means you feel a personal investment in the success and failure of the company • Involvement means you wait for management to notice the problems in the company because troubleshooting is not in your job description • Involvement is simply attending company parties and events • All of the above
Module Three: Review Questions • What is the best application of this statement: “Language captures attitudes.”? • Don’t use words that denote racial bias as they communicate racial discrimination • It’s alright to use politically incorrect language for as long as the other person finds no offense in the term • Both a & b • None of the above • True or False: Political correctness can sometimes be considered lying. • True • False
Module Three: Review Questions • True or False: Always acknowledge another person’s presence, regardless of his or her rank in the company. • True • False • Which of the following is not true about greetings: • Greetings help you establish rapport with people you just met, and maintain rapport with those you already know • Greetings only apply to face-to-face meetings • Even informal greetings, such as “Hi” and “Hello” help develop social awareness in a workplace • All of the above
Module Three: Review Questions • Respect refers to positive esteem for others, one that demands _____ and ______ behavior. • enthusiastic; rude • formal; strict • deferential; considerate • friendly; relaxed • What makes a co-worker deserving of respect? • All people are worthy of respect regardless of their contribution • A co-worker is only deserving of respect if he or she can pull weight in the team • Its quid pro quo: Give me what you need and I will give you need • All of the above
Module Three: Review Questions • What word is most closely related to the concept of “involvement”? • Victim • Agent of Change • Caught in the Crossfire • Both a & b • Which of the following is true about involvement? • Involvement means you feel a personal investment in the success and failure of the company • Involvement means you wait for management to notice the problems in the company because troubleshooting is not in your job description • Involvement is simply attending company parties and events • All of the above
Module Three: Review Questions • What is the best application of this statement: “Language captures attitudes.”? • Don’t use words that denote racial bias as they communicate racial discrimination • It’s alright to use politically incorrect language for as long as the other person finds no offense in the term • Both a & b • None of the above • True or False: Political correctness can sometimes be considered lying. • True • False
Module Four: Costs and Rewards When once the forms of civility are violated, there remains little hope of return to kindness or decency. Samuel Johnson • This module explains how subtle and blatant acts of rudeness and inconsideration in the workplace equate to lesser revenue, higher employee turnover, and millions of funding spent responding to litigation.
Module Four: Review Questions • Which of the following is a possible repercussion of incivility in the workplace? • A high rate of absenteeism among the company’s staff members • Lost potential revenue due to poor customer retention • Below standard performance from employees stressed and affected by their environment • All of the above • True or False: The cost of incivility in the workplace almost always translates to money lost. • True • False
Module Four: Review Questions • 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. • Good health • Social network • Positive emotions • All of the above • True or False: Civility can contribute to the company’s branding. • True • False
Module Four: Review Questions • The following are the four causes of incivility according to P.M. Forni: • Capitalism, Globalization, Economic Recession • Poor Parenting, Low Standard of Elementary Education, Television, Video Games • Anonymity, Lack of Restraint, Individualism and Stress • None of the above • 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: • Bad communication • Lack of restraint • Difficult personalities • Poor schooling
Module Four: Review Questions • True or False: It is illegal, not to mention ill-advised, to include civility in company policy. • True • False • It is recommended that continuous training on civility include the following topics: • Listening skills • Stress Management • Workplace Etiquette • All of the above
Module Four: Review Questions • Which of the following is a possible repercussion of incivility in the workplace? • A high rate of absenteeism among the company’s staff members • Lost potential revenue due to poor customer retention • Below standard performance from employees stressed and affected by their environment • All of the above • True or False: The cost of incivility in the workplace almost always translates to money lost. • True • False
Module Four: Review Questions • 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. • Good health • Social network • Positive emotions • All of the above • True or False: Civility can contribute to the company’s branding. • True • False
Module Four: Review Questions • The following are the four causes of incivility according to P.M. Forni: • Capitalism, Globalization, Economic Recession • Poor Parenting, Low Standard of Elementary Education, Television, Video Games • Anonymity, Lack of Restraint, Individualism and Stress • None of the above • 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: • Bad communication • Lack of restraint • Difficult personalities • Poor schooling
Module Four: Review Questions • True or False: It is illegal, not to mention ill-advised, to include civility in company policy. • True • False • It is recommended that continuous training on civility include the following topics: • Listening skills • Stress Management • Workplace Etiquette • All of the above
Module Five: Conflict Resolution Don’t find fault. Find a remedy. Henry Ford • The best way to deal with conflicts is to manage them. In this module, you will be presented with the different styles of conflict management as enumerated by Thomas and Killman in 1972. The pros and cons of each conflict management style, as well as their impact on civility in the workplace will also be discussed.
