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Kit 1 - text - Civility in the Workplace

TRAINER face of the Canadianworkplace is sources suggestthat by 2012, the majority ofgrowth in the Canadian labourpool will be New Canadians andInternationally TrainedProfessionals. To thrive amidst theimpact of this significant change,progressive Canadian businessesare seeking to understand the needsand cultural perspectives of NewCanadians and to effectively incorporate interculturalpersonnel into their Canadian work , nationally acclaimed Civility in the workplaceexpert Lew Bayer founded The Center for OrganizationalCultural Competence (COCC) in April 2008. In an effort tomeet the needs of employers who want to attract and retainqualified employees from the growing multi- cultural labourpool, the Center offers training, presentations, andeducational tools related to managing change, addressingdiversity, building organizational cultural competence, andleveraging differences at inclusiveness is good business for Canadians inevery occupational sector.

Typical examples of cultural differences: In Arabic countries the odours (of condiments, coffee etc.) are often perceived in more differentiated ways

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Transcription of Kit 1 - text - Civility in the Workplace

1 TRAINER face of the Canadianworkplace is sources suggestthat by 2012, the majority ofgrowth in the Canadian labourpool will be New Canadians andInternationally TrainedProfessionals. To thrive amidst theimpact of this significant change,progressive Canadian businessesare seeking to understand the needsand cultural perspectives of NewCanadians and to effectively incorporate interculturalpersonnel into their Canadian work , nationally acclaimed Civility in the workplaceexpert Lew Bayer founded The Center for OrganizationalCultural Competence (COCC) in April 2008. In an effort tomeet the needs of employers who want to attract and retainqualified employees from the growing multi- cultural labourpool, the Center offers training, presentations, andeducational tools related to managing change, addressingdiversity, building organizational cultural competence, andleveraging differences at inclusiveness is good business for Canadians inevery occupational sector.

2 The team at the COCC includes1 Copyright COCC 2008, , adapted and used with permission from The Civility Group by In Good Company, a division of COCC, ATWORKABOUT THE CENTER FOR ORGANIZATIONAL cultural COMPETENCEC anada s Workplace Culture ExpertsLew Bayerexperts in organizational issues, intercultural competencetrainers, English as additional language instructors, culturalperspective advisors, and experienced competency andtransferable skills the past 10 years, Lew has been a Principal of TheCivility Group Inc. which she co-founded in is also President of the In Good Company training team, co-founder of WinnipegRoaring Women, chosen as a member of the City ofWinnipeg Citizens Equity Committee, SITAR, and is a 6-time published author, national columnist forCanadian Living and Heart Magazines and web, a trainedIntercultural Communications Facilitator, proficient writerand renowned professional speaker.

3 She has twice beennominated Manitoba Woman entrepreneur of the year, in2007 she was a finalist in the International Trade COCC 2008, , adapted and used with permission from The Civility Group by In Good Company, a division of COCC, Plan Contents at a Glance:Overview of communication .. 11 What does etiquette/ Civility have to do withcommunication? .. 13 How are your communication skills? .. 18 Components of respectful communication .. 25 The 4 E s Rule .. 31 Communicating respect at work .. 32 Appendix A Participant Masters File .. 65 78 Civility ATWORKLESSONPLANC ommunicatingProfessionalism4 Copyright COCC 2008, , adapted and used with permission from The Civility Group by In Good Company, a division of COCC, ProfessionalismPossible Titles For Session: Communicating with Courtesy P s and Q s for Profit Navigating the Manners Minefield Creating a Culture of Connectedness: CommunicationEssentialsLength of Session:3 hours, including 2-ten minute Sell Segment:Imagine having the ability to hold the attention of sending a message of confidence and credibilitywithout saying a word.

4 And, imagine saving time bysending clear, concise electronic and writtencommunication. All this is possible by practicing somesimple communication techniques. Join Canada s Civility atwork experts and learn the nuances of communicatingrespect and Would Benefit From This Session?Front-line personnel, human resources professionals,executives, project managers, anyone who interacts withother people in any way; electronically, via the telephone, orface-to-face, would benefit by brushing up on his/hercommunication For This Session:One of the prevailing issues within the etiquette business isthe pervasive misunderstanding on the part of manybusinesspeople about what exactly etiquette is. Mostbusiness people don t automatically make the connectionbetween etiquette (and/or Civility ) and don t understand that Civility impacts us is a tangible cost to business and rudeness is rampantin the Workplace .

5 Among other things, how we talk, move,dress, negotiate, and communicate is directly influencedand impacted by our understanding of, and attitudetowards, , 85% of us feel that the world would be a betterplace if we just said please and thank you more often(ABCNEWS/World Tonight Poll May 1999).Session Outcomes:After attending this session you will be better able to: Consistently exhibit the qualities of a professional Learn techniques for communicating respect andleadership Present yourself in a positive way Understand and address the needs of those you arecommunicating with Adopt the 4 E s philosophyTopics Covered in This Session: Overview of communication What does etiquette/ Civility have to do withcommunication? How are your communication skills? Components of respectful communication The 4 E s Rule Communicating respect at work 5 Copyright COCC 2008, , adapted and used with permission from The Civility Group by In Good Company, a division of COCC, ProfessionalismStatistics:Here s more to ponder nearly 1 in 4of all employees suffers chronic angeron the job.

6 Workplace anger is on theupswing, because people feel betrayedby their employers (The Marlin Co. & Yale School ofManagement) In a five-year Workplace study, more than half surveyed saidthey were distracted by rude behavior at work and got lessdone while fuming or worrying about 22% said theypurposely quit doing their best work due to incivility(Christine Pearson, University of North Carolina-Chapel Hill)Quotes and Anecdotes: When I was young, I used to admireintelligent people; as I grow older, Iadmire kind people. ~ Abraham Joshua Heschel Constant kindness can accomplish much. As the sun makesice melt, kindness causes misunderstanding, mistrust, andhostility to evaporate. ~ Albert Schweitzer A successful person is one who can lay a firm foundationwith the bricks that others throw at him or her. ~ David Brinkley In God we trust, all others we virus scan.

7 ~ UnknownModern Relevance:The latest gadget due for sale insummer of 07 is the iphone by apple,will supersede the COCC 2008, , adapted and used with permission from The Civility Group by In Good Company, a division of COCC, ProfessionalismHistory:DISRESPECTFUL COMMUNICATIOND ueling The duel usually developed out of the desire of one party(the challenger) to redress a perceived insult to his goal of the duel was not so much to kill the opponentas to gain satisfaction, , to restore one s honor bydemonstrating a willingness to risk one s life for shoesSit with soles shoes showing. In many cultures this sends arude message. In Thailand, Japan and France as well ascountries of the Middle and Near East showing the soles ofthe feet demonstrates disrespect. You are exposing thelowest and dirtiest part of your body so this is with one handPass an item to someone with one hand.

8 In Japan this isvery rude. Even a very small item such as a pencil must bepassed with two hands. In many Middle and Far Easterncountries it is rude to pass something with your left handwhich is considered unclean. cultural Tips:Cultures can be different not only betweencontinents or nations, but also within thesame company or even family: everyhuman being has their own history, theirown life, and therefore their own culturalexperiences (geographical, ethnical, moral,ethical, religious, political, historical) as well as a culturalaffiliation or cultural COCC 2008, , adapted and used with permission from The Civility Group by In Good Company, a division of COCC, ProfessionalismTypical examples of cultural differences : In Arabic countries the odours (of condiments, coffeeetc.) are often perceived in more differentiated waysthan in northern America.

9 In Asian countries the perception of time is rather past-oriented (ancestors, values), in Latin Americancountries as well as southern European countries , ratherpresent-oriented, and in western Europe as well asNorth America rather future-oriented (achieving goals).Behaviour and gestures are interpreted differently: Showing the thumb held upwards in Latin America,especially Brazil, means everything s ok , while it isunderstood in some Islamic countries as a rude sexualsign. Everything ok is shown in western Europeancountries, especially between pilots and divers, with thesign of the thumb and forefinger forming an O . Thissign means in Japan now we may talk about money , insouthern France the contrary ( nothing, without anyvalue ), in some Latin American countries , EasternEurope and Russia it is an indecent sexual sign. In North America as well as in Arabic countries thepauses between words are usually not too long, while inJapan pauses can give a contradictory sense to thespoken words.

10 Enduring silence is perceived ascomfortable in Japan, while in India, Europe and NorthAmerica it may cause insecureness and , by Western standards, are more tolerantof silent breaks during conversations. Laughing is connoted in most countries withhappiness in Japan it is often a sign of confusion,insecureness and COCC 2008, , adapted and used with permission from The Civility Group by In Good Company, a division of COCC, Professionalism In the UK, Ireland and Commonwealth countries theword compromise has a positive meaning (as aconsent, an agreement where both parties winsomething); in North America it may rather havenegative connotations (as both parties lose something). Ifinvited to dinner, in some Asian countries andCentral America it is well-mannered to leave right afterthe dinner: the ones who don t leave may indicate theyhave not eaten enough.


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