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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 session introduces the concept of civility, its importance to a company, as well as its typical causes and effects. Skills needed to effectively practice civil behavior, as well as different ways organizations can systematize civility in the workplace will also be discussed.


It is important that both managers and employees develop a shared and specific understanding of respectful words and behavior. Understand the relationship between perceived respect and organizational performance. To address the growing problem of incivility in the work setting, this session introduces the concept of civility, its importance to a company, as well as its typical causes and effects. Skills needed to effectively practice civil behavior, as well as different ways organizations can systematize civility in the workplace will also be discussed.


  • Define civility, understand its causes, and enumerate at least three of its behavioral indicators.
  • Understand the costs of incivility within the workplace
  • Understand the rewards of civility within the workplace.
  • Learn practical ways of practicing workplace etiquette, including the proper use of greetings, respect, involvement, and political correctness.
  • Learn how having a civil workplace will increase productivity and employee retention
  • Learn skills in diagnosing the causes of uncivil behavior.
  • Learn facilitative communication skills.


  • Definition of civility
  • Understand the costs of incivility
  • Identify the rewards of civility in the workplace
  • Learn ways of practicing basic etiquette the workplace
  • Identify what behaviors can be considered uncivil
  • Identify the benefits of practicing civility in the workplace


  • Recruiters, Managers, Supervisors and employees


Deborah Covin Wilson, CPLP SHRM-SCP,SPHR, serves as principal of Covin Wilson & Associates, an OD and Learning & Development firm, which specializes in organizational development, change management, strategic planning and team building..She recently retired as the director of organizational development and consulting services, at Georgia State University. With more than 25 years in higher education, she was responsible for training, employee engagement programs, strategic planning, HR communications, and organizational development services. Deborah holds several professional certifications, including the Certified Professional in Learning and Performance (CPLP) from ATD and SHRM-SCP from SHRM and SPHR from HR Certification Institute. She is a 2015 recipient of the ATD Certification Institute’s CPLP Contributor Award. Additionally, Deborah wrote an article for T+D magazine titled “When Opportunity Knocks, Can You Walk the Talk?” and was a contributing author of the book Road Tested Activities. She received a BA in secondary education from Concordia Teachers College and a MSW from Atlanta University.

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