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Chapter 15. Model and Encourage Emotiona... > Emotional Controller 1: Foster Civil...

Emotional Controller 1: Foster Civility

Take positive steps to reduce incivility and promote respect. Check ( ) actions that may be helpful where you work.



Make expectations clear. Involve employees in defining standards for civility and respect in their communication.

State that hostile or offensive behavior will not be allowed.

Have a discussion with new hires about standards and expectations at your company.

Be sure that leaders model desired emotional and communication skills.

Provide training on listening skills, how to give feedback, and how to manage stress and resolve conflicts.

Spread the word by letting all employees know why incivility is a priority.

Let people know how to use civility in their day-to-day conduct.

Give feedback to correct uncivil behavior.

When a hostile event occurs, have a system for follow up.

Encourage people who are treated uncivilly to report the situation.



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