This popular 2011 Congress session is back � now that we�ve learned about the importance of this hot new topic, it�s time to take the training and learn how to teach this training to staff. Civility training is very different than Customer Service Training � join us to learn how! Review why Civility Training is so important in the workplace, understand civility issues, understand civility expectations, assess your own level of civility, and learn how to present these topics in a training session with your staff. This high energy session will include role play, how to handle conflict, and how to apologize in appropriate ways to boost morale within the workplace.