civility training 2-njrpa-2013 - arts &...
TRANSCRIPT
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Molly Hetrick The Meeting Institute
814-880-7726 [email protected]
Civility Training Part 2:
The Training for You &
Your Staff
“Be civil to all, sociable to many, familiar with few,
friend to one, enemy to none”.
Benjamin Franklin
NJRPA Conference , Tuesday March 5 at 3:30 pm
Training Outcomes
Identify civility issues that are common in the
current workplace.
Explore how to handle conflict appropriately in the
workplace.
Identify effective and appropriate civility training
topics and how to present them to staff.
TMI TAKE-AWAYS
Civility Is…
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A conscious awareness of the impact
of one’s thoughts, actions, words
and intentions on others.
Civility training is meaningless unless you treat the person
right in front of you, right now, in the right way.
~”The No A**hole Rule” by R. Sutton
Civility Issues in the
Workplace
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Civility Issues
Rudeness
Bullying
Inappropriate jokes
Gossiping & Put-downs
Swearing or gestures
Sexual Harassment
Discrimination/Racial slurs
Workplace Violence / Threats
Unprofessionalism
Being Ignored
Lying
Favoritism
Insubordination
Mockery
Passing Blame for Mistakes
Texting/Emailing at Meeting
Emailing Bad News
Talking Down to People
Setting Others Up to Fail
No “Please” or “Thank You”
Leaving a Mess in Kitchen
Humiliation
Not Listening / Interrupting
Invading personal space
Social Media Taunting
Emails in all CAPS
Belittling Others Efforts
Snapping or “Barking”
Time
Income/Profit
Lack of Energy at work
Low Morale
Productivity
Confidence
Job Enjoyment
Integrity
In-ability to concentrate
Reduced job satisfaction
More staff turnover
Mental/Physical health issues
Costs of Incivility
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Civility Training
Topics
- Standards of Respect
- Courtesy Expectations
- Dress and Professional Demeanor Guidelines
- Communication Skills and Expectations
- Proper Ways to Address and Interact with
Co-workers
- Bullying and Harassment Policies
Staff Policies and Manual
Create Civility Standards as a Team
Establish a Personal Accountability Process
Respect (based on the person, not the title)
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Coach and Model Behaviors
Model and Teach Constructive Criticism“Fight as if you are right; listen as if you are wrong.”
- Karl Weick
Teach Conflict Resolution & Apology
Expressing regret—“I am sorry.”
Accepting responsibility—“I was wrong.”
Making restitution—“What can I do to make it right?”
Genuinely repenting—“I’ll try not to do that again.”
Requesting forgiveness—“Will you please forgive me?”
The Great Workplace Project
1- learn languages
2- which one fits you?
3- share/reveal to co-workers
Excerpt from Five Languages of Apology In the Workplace
Gary Chapman & Jennifer Thomas
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Training Your Staff
- Use Interactive Learning (Role Plays, Improv,
Media Clips)
- Group Creation of Policies
- Team Building – Play Together!
- Teach Active Listening
- Reverse Mentoring / Group mentoring
Civility Standards Group Activity
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Results
Improved Morale in the Workplace
Less Employee Turnover
Better Customer Service
Exceptional Work Environment
A Culture of Respect
Results of Civility
Training
Resources“The Cost of Bad Behavior” by Christine Pearson [book]
“The No A**hole Rule” by Robert Sutton, PhD [book]
“Necessary Endings” by Dr. Henry Cloud [book]
“The Language of Apology in the Workplace” by G. Chapman/J. Thomas [book]
“Getting to Yes” by William Ury [book]
Workplace 'Incivility' Study by Christine Pearson, Ph.D.
http://www.workplacebullying.org/res/pearson.html
http://www.thepeoplebottomline.com/
http://www.bullyfreeatwork.com/blog/
www.civilityexperts.com
TMI TAKE-AWAYS
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Training Outcomes
Identify civility issues that are common in the
current workplace.
Explore how to handle conflict appropriately in the
workplace.
Identify effective and appropriate civility training
topics and how to present these topics to staff.
Molly Hetrick The Meeting Institute
814-880-7726 [email protected]
Session Evaluations Completed
TMI Take Aways
Civility Training Part 2:
The Training for You &
Your Staff