Civility in the Workplace
Incivility in the workplace has reached a crisis point. Throughout America, employees are reporting an increase in incivility. Bullying, profanity, insensitivity, and sabotage are making work lives unpleasant and, as a result, customer service and productivity are suffering. This class helps participants build civility awareness, learn replacement strategies, and improve their communication skills and conflict resolution methods.
Whether you’ve seen it, heard it, been a victim of it, or need to manage it, this groundbreaking class is for you.
The Consequences of Incivility
Surveys show that Americans encounter incivility nearly once a day. Incivility hurts morale, reduces productivity, and makes people want to quit—and 24% do! Customer service suffers and entire organizations can become tainted.
The 3 Forms of Responsibility
Professional, personal, and social responsibility are the hallmarks of civility. How can we demonstrate these essential qualities in our work lives?
Their Personal Conflict Management Style
Understand your natural tendencies toward handling conflict. Is your style Avoidance, Analyzing, Assertive or Aggressive? There are pros and cons to each one!
Communication Best Practices
How we feel like treating others isn’t how we necessarily should treat them. Learn how to employ various verbal, vocal, and behavioral practices to create dialogue, not conflict.
Effective Listening Strategies
The challenge of listening is we fool others (and ourselves) into thinking we’re listening, but we’re not. It’s important to Focus, Interpret, and Question before responding. We also need to clear out our filters and resist the urge to make assumptions.
Conflict Management Skills
Learn ten strategies for handling those crucial moments of conflict, as well as how to normalize relationships going forward.
How can we develop a thicker skin? These techniques will help you develop both “quick fixes” and longer-term techniques for maintaining positivity and mental clarity in the workplace.
“It can be challenging to work with such a sensitive topic and not appear to blame or point fingers, whether at the participants or at those who may have offended them, but
Jill managed this feat admirably.
She was professional and easy to work with, enthusiastic, and much more flexible than many vendors with whom we have worked.”