Two Days Training with International Certifications, Available for the Groups and for the companies also with the discounted Fees on English and Arabic Language courses, In-house or live and virtual Trainings.

Module One: Getting Started

• Workshop Objectives
• Pre-Assignment Review

Module Two: Introduction

• What is Uncivil Behavior?
• Three Reasons Why You Should Be Civil
• Dealing with Difficult Personalities
• Cost and Rewards
• Case Study
Module Two: Review Questions

Module Three: Effective Work Etiquette

• Greetings
• Respect
• Involvement
• Being Politically Correct
• Case Study
Module Three: Review Questions

Module Four: Costs and Rewards

• Incivility and the Costs
• Civility and Rewards
• Four Causes of Incivility
• How to Overcome It
• Case Study
Module Four: Review Questions

Module Five: Conflict Resolution

• Collaborating
• Competing
• Compromising
• Accommodating
• Avoiding
• Case Study
Module Five: Review Questions

Module Six: Getting to the Cause

• Examining the Root Cause
• Creating a Cause-and-Effect Diagram
• Forgiveness
• Benefits of Resolution
• Case Study
Module Six: Review Questions

Module Seven: Communication

• Para-verbal Communication
• Non-verbal Communication
• Listening Skills
• Appreciative Inquiry
• Case Study
Module Seven: Review Questions

Module Eight: Negotiation

• Three Sides to Incivility
• Mediation
• Arbitration
• Creative Problem-Solving
• Case Study
Module Eight: Review Questions

Module Nine: Identifying Your Need

• Completing a Needs Analysis
• Focus Groups
• Observations
• Anonymous Surveys
• Case Study
Module Nine: Review Questions

Module Ten: Writing a Civility Policy

• Designating the Core Group
• Defining what is Unacceptable Behavior
• Defining the Consequence
• Writing the Policy
• Case Study
Module Ten: Review Questions

Module Eleven: Implementing the Policy

• The First Steps
• Training
• Addressing Complaints
• Enforcing Violators
• Case Study
Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise