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Instruction on how to use

Dealing with Difficult Personalities

Home Dealing with Difficult Personalities

Civility In The Workplace

Module 1

Getting Started Civility In The Workplace
Workshop Objectives Civility In The Workplace

Module 2

Introduction
What is Uncivil Behavior
Three Reasons Why You Should Be Civil
Dealing with Difficult Personalities
Cost and Rewards
Case Study: Module 2 - Civility In The Workplace

Module 3

Effective Work Etiquette
Greetings
Respect
Involvement
Being Politically Correct
Case Study: Module 3 - Civility In The Workplace

Module 4

Costs and Rewards
Incivility and the Costs
Civility and Rewards
Four Causes of Incivility
How to Overcome It
Case Study: Module 4 - Civility In The Workplace

Module 5

Conflict Resolution
Collaborating
Competing
Compromising
Accommodating
Avoiding
Case Study: Module 5 - Civility In The Workplace

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: Module 6 - Civility In The Workplace

Module 7

Communication
Para-verbal Communication
Non-verbal Communication
Listening Skills
Appreciative Inquiry
Case Study: Module 7 - Civility In The Workplace

Module 8

Negotiation
Three Sides to Incivility
Mediation
Arbitration
Creative Problem-Solving
Case Study: Module 8 - Civility In The Workplace

Module 9

Identifying Your Need
Completing a Needs Analysis
Focus Groups
Observations
Anonymous Surveys
Case Study: Module 9 - Civility In The Workplace

Module 10

Writing a Civility Policy
Designating the Core Group
Defining What is Unacceptable Behavior
Defining the Consequence
Writing the Policy
Case Study: Module 10 - Civility In The Workplace

Module 11

Implementing the Policy
The First Steps
Training
Addressing Complaints
Enforcing Violators
Case Study: Module 11 - Civility In The Workplace

Module 12

Wrapping Up

You must first complete Getting Started Civility In The Workplace before viewing this Lesson

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