Credibility Management and Training
Credibility & Civility
Since reputation is a company’s most competitive asset, workplace civility cannot be taken for granted. Incivility can negatively impact retention and recruitment not to mention customer service. Ultimately, incivility leads to a reputation cost.”
Leslie Gaines-Ross Chief Reputation Strategist, Weber Shandwick
Civility is a code of conduct based on the principles of RESPECT, RESTRAINT, RESPONSIBILITY, that guide our behavior towards one another according to Professor P.M. Forni, co-founder of the Civility Project at Johns Hopkins University.
Why civility is crucial?
Recent studies suggest that incivility creates toxic workplaces that directly impact morale, self esteem, our health, customer service, productivity, and the bottom line. Increasingly, consumers as well as employees are demanding courtesy and respect.
Did you know:
- 85% of employees are dissatisfied at their jobs according to a Gallup Worldwide Poll
- 62% of workers are described as “not engaged,” meaning they are “unhappy but not drastically so. In short, they’re checked out. They sleepwalk through their days, putting little energy into their work,” Forbes says.
- 23% are what Gallup calls “actively disengaged,” meaning “they pretty much hate their jobs. They act out and undermine what their coworkers accomplish.”
The need is now to empower your employees with knowledge that makes them effective representatives of your brand.
Positive outcomes of civility training
❉ Achieving professional goals
❉ Increasing confidence,credibility and professionalism
❉ Becoming persuasive and learning impact and influence
❉ Practicing positive, professional communication skills; in print, on the phone, electronically, non-verbally, and face-to-face
❉ Increases productivity and performance
❉ Increasing social IQ building productive workplace relationships
❉ Produces highly engaged staff and employee retention, employee moral and loyalty
❉Ensuring client service satisfaction, better customer service and increasing sales
❉ Research shows civility at work increases revenue by 30%
DID YOU KNOW?
Companies that openly promote civil communication and Civility at work among employees can earn up to 30% more revenue than competitors, are 4 X more likely to have highly engaged employees and are 20% more likely to report reduced turnover. According to Watson Wyatt Civility Survey and -Weber and Shadwick
Incivility is becoming COMMONPLACE. The Civility in America 2011 poll reported that 38% of working Americans believe that their workplace is becoming more disrespectful, and 67% believe that there is a clear need for civility training.
Incivility is EXPENSIVE. Chris Rosen, professor of management in the Sam M. Walton College of Business estimates that “workplace incivility has doubled over the past two decades and that on average costs companies about $14,000 per employee annually because of loss of production and work time.” Individual organizations pay on average $100,000 yearly due to incivility, according to Civility Partners. Lost client cost due to incivility are between $25, 000 and $50, 000 according to Civility Partners. What is your organization doing right now to mitigate these costs.
Perhaps most alarming, however, is the fact that incivility is CONTAGIOUS. Researchers under Rosen found that experiencing rude behavior increased mental fatigue, which reduced employees’ self-control and led them to act in a similar, disrespectful manner toward fellow employees, as well as customers and clients later in the day.
Incivility costs your reputation and credibility.
Incivility costs your reputation and credibility. “Since reputation is a company’s most competitive asset, workplace civility cannot be taken for granted. Incivility can negatively impact retention and recruitment not to mention customer service. Ultimately, incivility leads to a reputation cost.” Leslie Gaines-Ross Chief Reputation Strategist, Weber Shandwick
Bottom line costs and consequences of incivility in the workplace Christine Porath has surveyed more than 20,000 people over a 10-year period. She says the effects of rudeness spread like a virus, and the ability to take feedback or work collaboratively close down. The tangible effects of incivility are startling:
- 80% of workers lost work time worrying about an offending incident.
- 78% said their commitment to the organization declined.
- 66% reported their performance declined.
- 48% who had been on the receiving end of incivility intentionally decreased their work effort.
- 47% intentionally decreased the time spent at work.
- 80% of customers who witness rudeness among employees were unlikely to return to the business.
Civility is very important to health and workplace wellness.
83% of respondents agreed that it was “very important” to their well-being, to their health, to their performance, and job satisfaction to work in a civil environment.
Source Baltimore Workplace Civility Study
The solution to incivility is Civility Training and Civility Initiatives
The solution is a Customized Workplace Civility Initiative.
Seven Steps to Civility at Work Initiative
- Assess the current situation.
- Outline a new standard.
- Equip your team to succeed.
- Lead the new standard
- Embed accountability
- Tools and best practices
- Workplace civility culture
Online Civility Training Programs
Civility Workplace Training .
Sessions can be adapted to fit a half-day, full-day or 1 hour conference presentation format. Delivery options include live online and at your location. We can customize content to address your specific needs.
The Cost of Rudeness
Civility in the Workplace - A Business Case
A civil and respectful workplace creates productive and engaged employees. On the other hand, workplaces where employees feel disrespected experience high levels of turnover, conflict, grievances, and low levels of engagement, attendance and productivity. It's no wonder that 85% of employees are dissatisfied at their jobs according to a Gallup Worldwide Poll. The business case to Civility in the Workplace session will cover:
- ´Ensure you have a clear understanding of what civility is
- ´Discuss the causes, costs and consequences of incivility
- ´Review why incivility is a problem in workplaces
- ´Review the benefits of civility in the workplace
- ´Talk about how to ensure a successful civility initiate in your workplace
- ´Share some civility tools for assessing civility and for getting started
Focus on behavioral skills and provides solutions for common communication issues in the workplace.
The rise in office rudeness weighs on productivity and retention. Have you ever felt tied up in knots, wondering how to
interpret something someone else said or not knowing how to say something you need to say? Is negativity impacting productivity, loyalty or morale in your workplace? Effective,positive communication between co-workers, higher ups and clients is imperative in today’s workplace. Tight timelines, competition and the struggle to find balance leave no place for negativity, interpersonal conflict or a lack of clarity. This session focuses on behavioral skills and provides solutions for common communication issues in the workplace.
Who would benefit: If you want to foster self-assured, positive and professional communications in your workplace, join Canada’s etiquette expert Jessica LoRusso for this introspective, interactive and interesting session. Managers, leaders, front-line employees,
human resource professionals, and anyone who must relate to other individuals in the workplace.
Best Practices for Building Civility in Your Business.
- Companies that openly promote civil communication and Civility at work among employees can earn up to 30% more revenue than competitors, are 4 X more likely to have highly engaged employees and are 20% more likely to report reduced turnover. According to Watson Wyatt Civility Survey and -Weber and Shadwick. Being nice simply isn’t enough in the new world of work. This workshop will cover.
- What is Civility?
- Why do We Care? The ROI for your business.
- What is the Cost of Rudeness to the Organization?
- 4 reasons People Behave Badly.
- Best Practices for Fostering Civility in Your Workplace?
Improve workplace situations and foster civility in the
Lateness, bullying, complacency, the, gossiping, low service standards, dishonesty, poor quality, sloppy dress, cell phone interruptions….the list of rude behaviours experienced in the workplace is endless. Left unchecked, incivility is like a virus that infects our workplaces. This interesting and relevant workshop assesses your current workplace situation, and offers solutions for stopping the incivility virus from spreading in your workplace.
•Understanding what civility is exactly, and learning why they should care about it?
•Identifying symptoms of viral rudeness in their workplaces
•Recognizing if/how they as individuals contribute to a toxic workplace
•Adopting behaviours that foster civility in the workplace