The Respectful Workplace
Redefining Workplace Violence
(Winner Telly & Cindy Awards)
Series also available in Spanish and Portuguese. Program 1 available in French.
While the media has focused on the spectacular but very rare instances of lethal workplace
violence, the reality in most workplaces is very different. We deal with daily occurrences
of hostility, intimidation, harassment and other damaging behavior. The perpetrators are
employees, managers and customers. So are the victims. They are us. Unlike the rare,
extreme cases, the more common manifestations of workplace violence take a daily toll on
most workplaces. The Respectful Workplace is a resource designed to help
organizations put an end to this other violence - the destructive conflicts that
affect us all.
The Respectful Workplace is a 3 part training series designed to help
organizations address the behavioral and values issues that can allow conflicts to
escalate. The series treats workplace violence as an outgrowth of hostility, harassment,
bullying and intimidation which has not been effectively dealt with and arms employees and
managers with the tools they will need to ensure respectful workplace relations.
- Program 1, Opening the Right Doors (25 minutes) teaches employees skills for dispute resolution and diffusing hostility. We learn to take responsibility for eliminating intimidation, bullying and harassment from our workplace culture.
- Program 2, Diffusing Hostility through Customer Service (25 minutes), takes a strong customer
service training approach to the issue of working with hostile customers. Important
communications skills are taught which will help employees turn difficult customer service
challenges around. However, where abusive customers cross the lines of acceptable
behavior, employees are empowered to put their physical and emotional safety first.
- Program 3, Managing Harmony (26 minutes), defines the role leaders must play in creating and
supporting a non-violent, respectful workplace. We explore the organizational costs of
inappropriate behavior, diffusing hostile situations, aligning policy and behavior with
the organization's values, how conflict can be a positive force, and the organization's
responsibility to provide effective avenues for dispute resolution.
Each program in The Respectful Workplace series includes several
dramatizations designed to help focus and stimulate discussion. There are 10 of these
The Respectful Workplace series comes with a comprehensive Facilitator's
Guide. Handout pages are incorporated in the guide. Trainers need only to decide which
topics would be relevant for individual distribution and which to copy as transparencies.
With the purchase of this series, QMR grants you license to make as many copies of the
Facilitator's Guide or the handout / transparency pages as you need for your organization.