Civility in the Workplace Workshop

Course Duration 1 Day 

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.

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 behaviour, as well as different ways organisations can systematise 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 your job.

Course Objectives

At the end of the course participants will be able to :

  • Define civility, understand its causes, and enumerate at least three of its behavioural indicators.
  • Understand the costs of incivility, as well as the rewards of civility, within the workplace.
  • Learn practical ways of practicing workplace etiquette.
  • Learn the basic styles of conflict resolution.
  • Learn skills in diagnosing the causes of uncivil behaviour.
  • 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.
  • Learn specific interventions that can be utilized when there’s conflict within the workplace.
  • Learn a recommended procedure for systematizing civil behaviour within the workplace.

Course Outline


What is Uncivil Behaviour?

Three Reasons Why You Should Be Civil

Dealing with Difficult Personalities

Cost and Rewards

Effective Work Etiquette




Being Politically Correct

Cost and Rewards

Incivility and the Costs

Civility and Rewards

Four Causes of Incivility

How to Overcome It

Conflict Resolution






Getting to the Cause

Examining the Root Cause

Creating a Cause-and-Effect Diagram


Benefits of Resolution


Para-verbal Communication

Non-verbal Communication

Listening Skills

Appreciative Inquiry


Three Sides to Incivility Mediation


Creative Problem-Solving

Identifying Your Need

Completing a Needs Analysis

Focus Groups


Anonymous Surveys

Writing a Civility Policy

Designating the Core Group

Defining What is Unacceptable Behaviour

Defining the Consequence

Writing the Policy

Implementing the Policy

The First Steps Training

Address Complaints

Enforcing Violators

Download this outline as a PDF.

Civility in the Workplace Outline – Full Day