Course Details

Civility in the Workplace and Emotional Intelligence

While a training program on workplace manners and courtesy may seem like overkill, the reality is: rudeness is an epidemic costing the 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. 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. The benefits to civility in the workplace are countless and will pay off immensely in every aspect of a participant’s job.

Organizations spend millions to develop and market products and services.  What their front line and other employees do not know can unwittingly sabotage their efforts.  It is an acceptable attitude that is known and practiced that builds rapport, develop new clients and keep the clients that they have worked so hard to obtain. Organizations irrespective of their line of business prefers to retain employees who reflect a universally accepted standard of quality behavior.

Learning Outcomes

Participants will:

  • Understand civility, 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. 
  • Understand the importance of Emotional Intelligence and attitudinal change on work performance
  • Learn the basic styles of conflict resolution.
  • Acquire skills in diagnosing the causes of uncivil behavior.
  • Understand the role of forgiveness and conflict resolution.
  • Understand the different elements of effective communication.
  • Learn facilitative communication skills such as listening and appreciative inquiry.
  • Know specific interventions that can be utilized when there’s conflict within the workplace.
  • Learn recommended procedures for systematizing civil behavior within the workplace. 

Course Module

  • Understanding Civility in the workplace
  • What is Uncivil Behavior?
  • Three Reasons Why You Should Be Civil 
  • Dealing with Difficult Personalities
  • Effective Work Etiquette
  • Critical underpinnings of Emotional Intelligence
  • Benefits of Emotional Intelligence
  • Greetings
  • Respect 
  • Involvement
  • Incivility and the Costs 
  • Civility and Rewards
  • Four Causes of Incivility
  • Conflicts in the workplace 
  • Conflict Resolution Strategies
  • Cause-and-Effect Diagram
  • Benefits of Conflict Resolution
  • Appreciative Inquiry
  • Communication and Listening Skills
  • Needs Analysis
  • Writing a Civility Policy
  • Creative Problem-Solving
  • Case Studies

Who Should Attend

Professionals, Business Executives and the workforce at all levels 

Training Delivery Techniques

For learning to be more impactful and effective, we adopt a seamless combination of Lectures, Group Discussions, Case Studies, Individual/Group Exercises, Videos and Role Play. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and this will aid attendees to apply the knowledge gained both at work and personally.

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