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 employees 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 Departments Courtesy policy; responsibilities of the Departments 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. Overview of Courtesy and the Courtesy Policy Lesson 1

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 Departments 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

15. Requirements of the Policy Lesson 2

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 arent 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 managers are responsible for the following: Inform subordinate supervisors and employees of the policy; counsel subordinates on this policy and correct a subordinates 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

30. Violations of the Policy Lesson 3

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 employees personnel file.

33. Lesson 3 Questions

39. Review and Summary

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

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