Courtesy Policy Training

1. Courtesy Policy Training US Department of Education August, 2012

2. Introduction The Department of Education requires its employees to conduct official ED business in a courteous and respectful manner to the extent that this requirement does not infringe upon the employee’s legal rights.

3. Course Outline • Course Description • Course Objectives • Lessons • Overview of Courtesy and the Courtesy Policy • Requirements of the Courtesy Policy • Responsibilities of Supervisors and Employees • Consequences of Violating the policy • This course will take about 20 minutes to complete. After you have completed the course, you will be able to print out a certificate of completion for your record.

4. Course Description In this course, you will learn about the: • importance of courteous behavior; • requirements of the Department’s Courtesy policy; • responsibilities of the Department’s staff at various levels and how it applies to you; and • consequences of violating the policy.

5. Course Objectives • Become familiar with basic courtesy in your workplace. • Be aware of your responsibilities, and those of your coworkers and supervisor. • Understand the general requirements for employees. • Know the consequences of violations.

6. Lesson 1 Overview of Courtesy and the Courtesy Policy

7. Terms to Know • Communication - is any verbal or written statement, message, correspondence or other act of exchanging information, thoughts, or messages sent through traditional mail, electronic mail or instant message, by telephone, posted through social media, or any other mechanism used by ED internally and/or externally. • Courtesy - is the practice of good manners, polite behavior, and amicable social conduct. It is a way of being considerate when doing something and doing it with respect.

8. Terms to Know • Social Media– is an umbrella term used interchangeably to encompass the various activities that integrate technology, social interaction, and content creation such as blogs, wikis, photo and video sharing, podcasts, mashups, virtual worlds, and social networking (e.g. Facebook, Twitter, Yammer, YouTube).

9. What is courtesy? • Courtesy, as defined in the Department’s courtesy policy (connected.ed.gov/document_handler.cfm?id=956) means the practice of good manners, polite behavior, and amicable social conduct. It is a way of being considerate when doing something and doing it with respect. • When we are courteous to each other in the workplace, the workplace is less disruptive. This creates a more productive workplace environment, and one in which we want to be part. In other words, the office becomes a pleasant place to come to everyday.

10. Why is a courtesy policy important? • The courtesy policy helps to foster a healthy and productive workplace. • It provides a procedure when coworkers do not behave courteously. • It helps employees function in a workplace that is increasingly electronic, with potential distractions ranging from iPods to YouTube. • It reduces cost to the government. Employees are able to conduct their work with fewer distractions, and workplace complaints kept to a minimum.

11. Lesson 1 Questions Question: True/False Courtesy means the practice of good manners, polite behavior, and amicable social conduct.

12. Lesson 1 Questions Question: True/False Courtesy means the practice of good manners, polite behavior, and amicable social conduct. Answer: True

13. Lesson 1 Questions Question: True/False • The Department instituted this courtesy policy to comply with Congressional mandate.

14. Lesson 1 Questions Question: True/False • The Department instituted this courtesy policy to comply with Congressional mandate. Answer: • False. The Department instituted the courtesy policy to foster a healthy and productive workplace, to create a work environment in which we all want to be part.

15. Lesson 2 Requirements of the Policy

16. Employees are expected to: • Engage in courteous conduct when communicating with others whether verbal, written, or through the use of social media; • Respect the safety or rights of an individual, including refraining from abusive language, threats, violent outbursts, intimidation, bullying, harassment, or other abusive, aggressive or disruptive behaviors against ED employees, customers, or property of the Department; • Conduct conversations at a respectable volume, so other employees aren’t disrupted or disturbed.

17. Employees are expected to: (continued) • Provide written and verbal communication to customers in a professional and respectful manner; • Provide responses to inquiries in language that can be reasonably understood by the recipient(s); • Minimize the use of telephone and cellular calls for non-business purposes during office hours and during meetings, and • Maintain a professional level of decorum when conducting official business.

18. Supervisors and managersare responsible for the following: • Inform subordinate supervisors and employees of the policy; • counsel subordinates on this policy and correct a subordinate’s discourteous behavior and poor customer service; • require that responses to inquiries are communicated in language that can be reasonably understood by the recipient(s); • communicate the expectation that the tone of voice, phrasing of correspondence, and language will strive to communicate a helpful, responsive attitude; and • ensure that performance plans include elements of courtesy and good manners as an important element for employee evaluation.

19. Lesson 2 Questions Question: • Tina is in her office cubicle watching a YouTube video of the Secretary’s recent speech. Tina doesn’t have headphones and is playing the audio through her desktop computer speakers. Several coworkers in nearby cubes are working on other projects. Under the courtesy policy, what should Tina be mindful of while she listens? What can her coworkers do?

20. Lesson 2 Questions Answer Option A • Tina should extend her coworkers the courtesy of turning down the volume, using headphones, or turning on closed captioning. Her coworkers may ask her to turn down the volume; if she doesn’t , they may approach her supervisor to enforce the policy. Answer Option B • Tina is permitted to play the audio through her desktop computer speakers at any volume. Tina does not need to accommodate her coworkers in this situation. Her coworkers may request earplugs or larger cubicle partitions from their supervisor.

21. Lesson 2 Questions Correct Answer: Option A • Tina must be mindful of coworkers in other offices and cubicles who find the volume distracting. She should extend them the courtesy of turning down the volume, using headphones, or turning on closed captioning. Her coworkers may ask her to turn down the volume; if she doesn’t , they may approach her supervisor to enforce the policy.

22. Lesson 2 Questions Question: • Carl consistently discusses his views on various topics within the earshot of his coworkers. His conversation typically indicates his distaste for views and lifestyles that are not similar to his. What parts of the courtesy policy might Carl be violating?

23. Lesson 2 Questions Answer Option A • Some coworkers might find Carl’s topic of conversation distasteful. Carl is required not only to be courteous to them by engaging in conversations that do not disturb others, but also to comply with other OPM policies, such as those that prohibit the promotion or expression of political, religious, or social views. Answer Option B • Carl is not violating any portion of the courtesy policy. His conduct is an “eye-of-the-beholder” exception to the policy because his discussions lack details that a reasonable person would find offensive. Because he has not approached any specific coworkers, there is no concrete violation.

24. Lesson 2 Questions Correct Answer: Option A • Some coworkers might find Carl’s topic of conversation distasteful. Carl is required not only to be courteous to them by engaging in conversations that do not disturb others, but also to comply with other OPM policies, such as those that prohibit the promotion or expression of political, religious, or social views.

25. Lesson 2 Questions Question: Which of the following statements is true? Managers and supervisors are responsible for: A. Educating employees about the policy and the associated consequences of infractions. B. Implementing and enforcing the policy in their respective offices. C. Notifying senior management of employees’ infractions of this policy. D. All of the above.

26. Lesson 2 Questions Question: True/False • Which of the following statements is true? Managers and supervisors are responsible for: Answer: • D. All of the above. Managers and supervisors are responsible for ensuring that courteous behavior is practiced among their staff.

27. Lesson 2 Questions Question: • Steve received an email this morning from an irate member of the public. The subject line is “FAT CAT BUREAUCRATS” and goes on in all caps to express dissatisfaction with the Department and all of its programs. What would a proper response look like?

28. Lesson 2 Questions Answer Option A • Steve has correctly identified that the email he received falls outside the Department’s general guidelines for correspondence. It is appropriate to draft a response adopting a similar tone to discourage such discourteous behavior by members of the public. Answer Option B • Steve must remember that he’s required to remain courteous in all communications with both coworkers and the public. His response should treat the original writer with courtesy and respect regardless of the tone of the original email.

29. Lesson 2 Questions Correct Answer: Option B • Steve must remember that he’s required to remain courteous in all communications with both coworkers and the public. His response should treat the original writer with courtesy and respect regardless of the tone of the original email.

30. Lesson 3 Violations of the Policy

31. What if someone violates the courtesy policy? • Violation of this policy may result in disciplinary actions in accordance with HCP 751-1, Discipline and Adverse Actions Policy. The procedures following violation of a policy entail several steps: • The first violation may result in an Oral Admonishment – The supervisor will inform the employee of the violation and keep a written memorandum of the oral admonishment.

32. What if someone violates the courtesy policy? (continued) • A second violation may result in a Letter of Admonishment – a letter specifying the reason for the admonishment and inform the employee of his or her right to file a grievance. • A third violation may result in an Official Reprimand: The supervisor issues a letter stating reasons for the reprimand, which is placed in the employee’s personnel file.

33. Lesson 3 Questions Question: • Maria’s sister is in the hospital and Maria hasn’t slept well in weeks. Recently, she has been short tempered with her coworkers and curtly told one to buzz off.  Is her supervisor required to intervene? If so, what actions should the supervisor take?

34. Lesson 3 Questions Answer Option A • Maria’s behavior hasn’t had a substantial effect on her team’s operations, and her comment to her coworker was understandable given her circumstances. Maria’s supervisor does not yet need to intervene. Answer Option B • Regardless of the circumstances, Maria’s behavior is affecting her coworkers. Maria’s supervisor may need to have a conversation with her and issue an oral admonishment in case Maria’s behavior doesn’t improve and further actions are necessary.

35. Lesson 3 Questions Correct Answer: Option B • Regardless of the circumstances, Maria’s behavior is affecting her coworkers. Maria’s supervisor may need to have a conversation with her and to write a memorandum of the oral admonishment in case Maria’s behavior doesn’t improve and further actions are necessary.

36. Lesson 3 Questions Question: • Maria’s sister has been released from the hospital and has completely recovered. Maria’s short temper has not.She continues to snap at coworkers and has been overheard yelling at contractors on the phone. What actions should the supervisor now take?

37. Lesson 3 Questions Answer Option A • Maria’s behavior has escalated. It is inappropriate for her to snap at coworkers and to disrupt the workplace. More importantly, she needs to maintain courteous behavior when dealing with external customers. Maria’s supervisor should issue a letter of admonishment. Answer Option B • Maria’s coworkers have become used to Maria’s outbursts and pretty much tune her out. As long as no one is complaining Maria’s supervisor does not need to take further action.

38. Lesson 3 Questions Correct Answer: Option A • Maria’s behavior has escalated. It is inappropriate for her to snap at coworkers and to disrupt the workplace. More importantly, she needs to maintain courteous behavior when dealing with external customers. Maria’s supervisor should issue a letter of admonishment.

39. Review and Summary • Courteous behavior towards internal and external customers is required; • It provides for a less disruptive and more productive workplace; • It is the responsibility of all ED employees; and • Violations can result in discipline.

40. Resources • The courtesy policy can be found in the Personnel Manual Instruction at: connected.ed.gov/document_handler.cfm?id=956

41. Certificate of Completion Certificate of Completion ________________________________________________________ Name has successfully completed the training for the Courtesy Policy On this __________ day of 20 _______