Understand the importance of civility in the workplace and learn strategies for promoting a respectful and inclusive work environment.

By the end of this course, participants will be able to:

• Define civility, understand 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, including the proper use of greetings, respect, involvement, and political correctness.
• Learn the basic styles of conflict resolution and identify the style most appropriate for managing particular conflicts in the workplace.
• Gain skill in diagnosing the causes of uncivil behavior.
• Understand the role of forgiveness and conflict resolution in the creation of a civil working environment.
• Understand the elements of effective communication, particularly effective para-verbal and non-verbal communication.
• Learn facilitative communication skills, such as listening and appreciative inquiry.
• Learn specific interventions that can be utilized when there’s conflict within the workplace.
• Learn a recommended procedure for systematizing civil behavior within the workplace.

SHRM PDCs: 12
Intended Audience: All