Published September 2004

Boost office morale by creating climate of respect

Q. Our previously quiescent, friendly and supportive workplace has recently regressed into a sea of bitterness, grumbling and general unhappiness among both employees and managers. We in human resources have tried but failed to determine the reason so that morale can return to normal. What do you suggest we do?

A. There is always an underlying reason for a decline in morale and workplace civility. Yet, employees may be too embarrassed or scared to reveal it to you or anyone viewed as company insiders. Often, the culprit stems from the practice of any form of harassment or belittling a segment of the work force.

Hire an independent consultant with experience in investigating complaints of harassment or employee abuse. Not seen as a possible disciplinary threat, they often can uncover the source of the problem through extensive interviewing. Meanwhile, plan a healing process by holding training on creating a climate of “dignity and respect” in the workplace.

Here are 10 respect behaviors for both managers and employees to consistently use as they interact with everybody at work.

n Treat people as individuals. Ensure you know everybody’s name, including proper spelling and pronunciation. Never use belittling phrases such as “honey,” “boys,” girls,” “shorty” or “cutie” even in private conversation. Engage in enough social talk to discover a little about your co-worker.

n Speak clearly, explain patiently. Avoid using acronyms, nicknames and shorthand phrases until you are sure the person understands.

n Listen with care and empathy. Give a person your full attention. Don’t interrupt to give your opinion. It signals you don’t care about the other person’s ideas. Interrupt only if you don’t understand what is being said.

n Allow people to differ. Especially if in an authority position, let people know you welcome their disagreement. “You might see this differently, but from my view ...” is a good phrase.

n Watch body language. But don’t assume you can read it. If you sense something from voice tone or body language, ask for clarification, such as, “You look impatient. Are you?”

n Accept mistakes. When a mistake is discovered, correct it in private. Focus on correcting the mistake, not the person’s carelessness or stupidity.

n Create trust by being honest. Give feedback that’s negative when necessary without fear you’ll “hurt” or discourage people. Usually, they’ll thank your for being forthcoming.

n Swearing, especially sexually explicit swearing, has no place at work. Avoid other derogatory words like “stupid” or “fool.” Screaming and yelling no longer is considered acceptable. Even the most sophisticated use of sarcasm can be misunderstood and result in loss of creativity and productivity.

n Avoid gossip and put-down jokes. As Mother used to say, “Don’t say anything about anybody that you wouldn’t say if the person were standing next to you.” Jokes that pick on “types” of people can be destructive in the workplace.

n Apologize when wrong or thoughtless. A simple “I was wrong” or “I’m sorry” works wonders. Only the insecure need to be right all the time.

Eric Zoeckler operates The Scribe, a business writing service with many Snohomish County-based clients. He also writes a column on workplace issues that appears in The Herald on Mondays. He can be reached at 206-284-9566 or by e-mail to mrscribe@aol.com.

Back to the top/September 2004 Main Menu