POWERED PROFIT 

Click here to edit subtitle

Research Shows That Civility at Work Increases Revenue by 30%

civil communication



The cost of incivility to business are tangible and they are measurable!  Research shows that incivility costs North American business close to 100 billion a year.  Individual Organizations average a cost of $100,000 due to incivility.  

What is your organization doing right now to mitigate these costs.

Why incorporate civility?


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. Whether it’s teaching entrepreneurs and professionals business protocols and codes of conduct, encouraging front-line employees to create an positive customer experience or coaching a new manager on positive influence and impact for leadership, companies who care about internal and external client service are increasing the bottom line by investing in civility training.


Positive outcomes of civility training

❉ Achieving professional goals

❉ Increasing confidence and 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% 

civility is infections behaviour counts

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
Symptoms of Viral Incivility

behavior is commonplace

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. 
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.  “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.



The solution is a Customized Workplace Civility Initiative.




Seven Steps to Civility at Work Initiative 

  1. Assess the current situation.
  2. Outline a new standard.
  3. Equip your team to succeed. 
  4. Lead the new standard
  5. Embed accountability 
  6. Tools and best practices 
  7. Workplace civility culture 


Download More Information



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

Additional Training Programs 

Sessions can be adapted to fit a half-day, full-day or 1 hour conference presentation format. 

We can customize content to address your specific needs.  For public session refer to Upcoming Events

Office Politics

What is the cost of rudeness to your business?

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. 

Communicating Proffessionalism

P’s and Q’s for Profit

Imagine having the ability to hold the attention of others.
Imagine sending a message of confidence and credibility
without saying a word. And, imagine saving time by
sending clear, concise electronic and written
communication. All this is possible by practicing some
simple communication techniques. Join Canada’s civility at
work experts and learn the nuances of communicating
respect and professionalism.

Who would benefit:  Front-line personnel, human resources professionals, executives, project managers, anyone who interacts with other people in any way; electronically, via the telephone, or
face-to-face, would benefit by brushing up on his/her
communication skills.

Lasting Impressions 

Presenting Your Personal and Professional Best

When it comes to success in modern business,
communicating with confidence is key. Knowing what is
expected, and accepted as appropriate behaviour for every
business and professional situation is vital. And, knowledge
about how to present yourself professionally gives you a
powerful edge over the competition. Whether it’s the
boardroom, the dining room or the locker room, and
whether you are representing yourself, your family, or your
company, you want to put your best foot forward. This
practical and interesting session will help you master the
first minutes for first impressions and attain your personal
and professional best.

Who would benefit: This seminar is for anyone who wants to present him or herself in the most positive way possible. Anyone who meets new clients or sells for a company or organization,
face-to-face, electronically, or over the phone.  Managers, front-line personnel, customer service people, and anyone who represents their company in public.

Ten Ways to Communicate Confidence

Attaining Your Personal and Professional Best

Promotions and sales are lost daily because professional are perceived as lacking confidence. Regardless of how smart they are or how much experience they have in their field, most professionals would admit that now and then their confidence wavers.  Learn the ten ways to communicate confidence and tackle challenges and whatever comes your way.

Who would benefit: Any professional who strives to learn, who adapts to change, who rises to meet challenges, and anyone who wants to present him/herself with confidence. Whether it’s presenting your first keynote at the next company conference, making difficult decisions, or asking for a sale, a referral or just doing business.

Decision Making & Negotiation 

I'm not a pushover.

Do you struggle with decision-making? Are there days
when you would consider asking a Ouija Board for answers
rather than have to endure the opinion of co-workers and
higher-ups? If you are afraid of making the wrong choice,
or if you realize that your decision-making and/or
negotiating strategies are just not working and you want to
learn some new techniques, this workshop is for you.

Who would benefit: Managers, supervisors, decision-makers, and anyone who wants to learn to make better decisions. Learning and utilizing techniques for making appropriate, timely decisions is an invaluable skill that will help ensure success for anyone and everyone in business.

Elements of Professionalism 

Demeanor & Attitude 

Although it is true that we notice someone’s appearance
initially, it does not take long before a person’s outward
appearance can be overshadowed by a negative attitude or a
less than sunny disposition. If you are interested in
mastering all the elements of professionalism; image,
attitude, communication, and confidence, join Canada’s
Business Etiquette Experts for this entertaining and
practical workshop on Professionalism.

Who would benefit: Anyone and everyone in business, from the CEO to the delivery person, could brush up on his/her professionalism.  Anyone who wants to earn the respect of peers, clients, and higher ups and/or anyone who wants to feel sure that
he/she is putting his/her best foot forward and sending an
impression of professionalism.

Business Dinning and Entertaining 

Manage Business Entertaining:  Power Lunch to Business Dinning

Many, many otherwise confident businesspeople feel
nervous in dining and social settings. When business is the
priority, knowing how to conduct yourself in a polished
professional way, in both casual and formal dining settings,
helps you feel more confident and portray competence and
credibility to others.  Focus on the business at hand instead of dinning faux pas. 

Who would benefit:  People new to business, managers, and others who entertain clients or travel for business, event planners, social directors, human resource professionals, anyone who is called upon to host or attend meetings and events, or entertain corporate clients, would benefit from this session. 


Mixing Business with Pleasure 

7 Steps to Networking Success

If doing seven simple things could help you take the work
out of networking, enhance your confidence and generate
advice, support, feedback, and development leads for growing
your business and scope of influence, wouldn’t you want to do those things?

Who would benefit:  Anyone building a business would benefit from this session. As well, people who interact on a daily basis with potential clients and suppliers or anyone who sells products and
services to others.

Projecting Confidence 

Cool, Calm, and Collected - Making an Impact 

As long as we rely on other people, events, or outside influences to establish our levels of confidence we will never sufficiently fulfill our potential. Confidence can be developed and improved upon by building our self-esteem and expanding our potential by listening, learning, and actively pursuing the skills we already have. If you have always wondered what it would be like to walk into the
room with your head held high, with all feelings of selfdoubt
replaced by an air of self-assurance, this practical, interesting session is for you.

Who would benefit:  Anyone who believes in him/herself and trusts the theory that confident people are made, not born, would benefit from this session. Leaders in all walks of life; whether you’re CEO of a major corporation trying to discover a link
between success and self-esteem, a volunteer setting an
example to his/her associates, or anyone else who needs to
establish his/her own cognitive patterns in order to continually keep a positive mind would find this expert advice, tips, and techniques invaluable.

Boosting Your Confidence

Be the master of your ever changing situations.

Regardless of how smart they are or how much experience you have in your field, most professionals would admit that now and then their confidence wavers.  Competition in modern business is fierce. The strong survive and in many circumstances strong means confident; Confident enough to speak up when you
have an opinion, confident enough to walk away from situations that don’t match your integrity, confident enough to walk into a room full of strangers… the potential scenarios are endless.
Your are always learning, growing, stretching, and changing. Growth means new situations and new challenges. Learning how to feel confident whatever comes your way, this practical and interesting session is for you.  

Who would benefit: Any professional who strives to learn, who adapts to change, who rises to meet challenges, and anyone who wants to present him/herself with confidence. Whether it’s presenting your first keynote at the next company conference, making difficult decisions, or asking for a sale, a referral or just doing business.

Staff Professionalism

Always be prepared

For businesses to function optimally, all members of the team need to be involved. Your administrative staff are key members in serving clients – both internally and externally. Administrative staff are often the first contact a client has with the firm and they can be key in maintaining positive client relations. Etiquette, protocol, and communication skills are essential for optimal client service and interoffice effectiveness.

  • Building Positive Work Relationships
  • Business Etiquette Essentials
  • Office Communication in the 21st Century
  • Protocol for Effective Client Interactions 
  • Professional Image & Behaviour

Who would benefit: Anyone and everyone in business, from the CEO to the delivery person, could brush up on his/her professionalism.  Anyone who wants to earn the respect of peers, clients, and higher ups and/or anyone who wants to feel sure that
he/she is putting his/her best foot forward and sending an
impression of professionalism.

Civility Works

Improve workplace situations and  foster civility in the workplace

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


Setting Workplace Standards

Professionalism counts

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 and rudeness 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 nd balance leave no place for rude behaviour, negativity, interpersonal conict or a lack of clarity.


This session focuses on modern guidelines for civility in the workplace. Topics include:

•Defining “professionalism”

•Expectations for interacting with work teams

•Understanding the difference between “friendly” and “familiar”

•Communicating in a way that sends an impression of competence and credibility

•Choosing words and nonverbal cues that show respect and build confidence

•Knowing the expectations for mixing business and social responsibilities

•Consistently conveying high personal standard

•Practicing modern guidelines for courtesy and technology

The Polished Professional

Your Professional Image

Although it is true that we notice someone’s appearance initially, it does not take long before a person’s outward appearance can be

overshadowed by a negative attitude or a less than sunny disposition. If you are interested in mastering all the elements of professionalism;

image, attitude, communication, and con­dence, join Chicago's Business Etiquette Experts for this entertaining and practical workshop on

Professionalism. In this session we will cover:

•How image, attitude, communication, and confidence all fit together

•Defining decorum

•Assessing your own professionalism

•Techniques for exhibiting professionalism through your:

-attitude

-behaviour

-image

-communication

•Determining the role of integrity, accountability, responsibility, and reasonability

•How to be a professional in different scenarios