Introduction

What is Uncivil Behaviour?

Three Reasons Why You Should Be Civil

Dealing with Difficult Personalities

Cost and Rewards

Effective Work Etiquette

Greetings

Respect

Involvement

Being Politically Correct

Costs and Rewards

Incivility and the Costs

Civility and Rewards

Four Causes of Incivility

How to Overcome It

Conflict Resolution

Collaborating

Competing

Compromising

Accommodating

Avoiding

Getting to the Cause

Examining the Root Cause

Creating a Cause-and-Effect Diagram

Forgiveness

Benefits of Resolution

Communication

Para-verbal Communication

Non-verbal Communication

Listening Skills

Appreciative Inquiry

Negotiation

Three Sides to Incivility

Mediation

Arbitration

Creative Problem-Solving

Identifying Your Need

Completing a Needs Analysis

Focus Groups

Observations

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

Addressing Complaints

Enforcing Compliance