Overcoming Negativity in the Workplace
By Brian Norris, ©2000-2008

  It’s 8:00 a.m. The day is new and alive with possibilities. By 8:30, you've had your 3rd cup of java, taken your first rest room break and you finally sit down to check for messages. Then it begins. Employees are grumbling. The new guy is missing in action – again.

Suddenly the phone rings and on the other side, an angry customer demands to know why the company employs such inconsiderate people.

Then your star salesperson walks into your office with that icy-cold gaze and says, "I’ve been hired by the competition ... I’m leaving tomorrow."

By 9 a.m. you’ve been drained of your passion, creativity and positive attitude. Irritable and stressed, you may feel like hurting the next person who says your name. Want to conquer negativity? Here are some suggestions:

Always remember you are in control of your own reality. After all, perception dictates the way we ultimately see the world. In my world, everything and everyone has infinite potential. I treat people with respect and dignity because in my reality, those qualities matter most.

I have a scorpion tattoo on my left wrist. I put it there because I'm a Scorpio and I like what the sign of the Scorpio represents; passion, tenacity, risk-taking. The scorpion tattoo is also a reminder that you never know when life is going to sting you. There's zero doubt that life can sting you and sting you and then sting you some more.

All that stinging can make you bitter and angry. That's how lots of people respond. Or all that stinging can make you appreciate the fact that you're alive. Surviving hardships can make you wiser, more empathetic and more resilient. The poison can numb your soul and make you a transport for even more negativity. Or it can make you so strong that nothing or no one can keep you down for too long.

You are in total control of how you choose to perceive the events that life throws your way. Therefore you are in complete control to how you respond to the events you go through. Choose to fill your world (and organization) with opportunity and unbridled enthusiasm. Once you make those traits the core of your world, success becomes inevitable.

When it comes to experiencing emotions, we are not alone. Everyone experiences feelings of anger and fear, and everyone experiences problems. These problems, and how we overcome them define who we become. What makes us unique is HOW we deal with our problems.

As a leader, you do not have the luxury of diminishing your employees’ self-esteem in a moment of rage. Remind your management team and front-line employees that rage and random acts of intimidation are not in the job description.

Furthermore, you DO NOT have the luxury of wearing your negative emotions on your sleeve. When we walk through that front door, we are on stage. Our every move is being watched and ultimately emulated by our employees. Therefore, we must be consistent and predictable in how we interact with our employees and how we deal with life’s challenges.

Your attitude is the foundation for your employees’ sense of reality. If you come in to work smiling, optimistic and approachable, then it's easier to expect a positive work day. If you come to work with a scowl on your face, are resonating anger or a "don't talk to me until I've had my coffee" energy, you can expect a negative work environment, and have no one to blame but yourself.

Communicate! When dealing with negative individuals, teams or departments, give negative employee(s) ample opportunity to vent their feelings and thoughts. As they share their gripes, listen quietly and fully. Repeat what you think is being said to assure that each of you are communicating effectively.

When dealing with several people, why not hold a formal "bitch" session? Give everyone with a complaint or gripe the public opportunity to vent. And whether you are working one-on-one or with an entire department of people, ask what they (your audience or team) would do in your position, or what they would do specifically to resolve the problems they are bringing up. Ask for a minimum of two solutions for every complaint. Let your employees know that you need their ideas to make a case before your executive team.

Take the time to understand and to be understood by everyone you come in contact with. That includes your family, friends, associates, vendors, clients, the media and even your employees. Rage and violence flourish in an environment where people experience, but are unable (or not allowed) to express feelings of betrayal, anger and frustration.

Take the first step by offering a closed mouth and an open ear. Keep in mind that if you’re talking more than listening, something is wrong. Then, become the verbalizer and share your own feelings with an individual or group of people whom you trust.

Additionally, moderate the flow of gossip. If you notice the proliferation of rumors being circulated among your employees, verify them from the source. Despite popular opinion, work is not the place to gossip. It only creates animosity, tension, and ill-will. When dealing with the gossiper, call their bluff! Invite them to join you to confront the other individuals that are being talked about.

Usually, the gossiper will shut up and not gossip again. Also, always have additional special projects to help the gossipers rechannel their energies into something more productive. The best tactic, though, is to remind your employees that eventually, their private affairs might be the subject of conversation. Why open themselves to defeat?

Repeat the following statement out loud.

Confrontation is good. And consequences are outstanding!

Come on. This time, say it like you really believe it! Confrontation is good ... And consequences are outstanding!!

One of the leading reasons for negativity in the workplace is that we are not confronting employee behavior directly. Your employees want to be confronted, otherwise they don't know how they're doing. If they don't know if they're meeting or exceeding the team's, department's or organization's (or your) expectations it then becomes virtually impossible to maintain a positive attitude.

Employees often will take your lack of interaction to signify that something is wrong or that you simply don't care. Or, they deliberately begin to engage in even more negative activities in the hopes of getting your attention (just like most of us did when we were younger).

And when that doesn't work, you can expect your turnover rates and sick day percentages to stay high as employees spend their time looking for employment elsewhere, or sticking around until something better comes along.

Instead of hoping that your employees know what to do, how to do it, why to do it and when to do it, acknowledge their behaviors, good and bad alike. Employees must know that positive and negative consequences exist for their actions.

For instance, if being positive is an expectation and an employee doesn't meet that expectation, what do you do? Exactly — you confront that person by asking them to come to your office or to join you in a private area away from where others can't eavesdrop.

First, depending on their personality type, you either ask about the family or you cut right to the point of this meeting.

Then, you let them know assertively that WE have a problem (If it's to discuss an accomplishment it is YOUR [the employee's] accomplishment. When it's a problem then WE have the problem).

You ask to confirm that they understand that the job description clearly expects all employees to refrain from gossip, to offer positive solutions to problems and to respect their team members by coming in on time. Once the employee acknowledges that they are aware of the expectations, you confront them with the facts, "You've been late five times in the last two weeks." (If you'd like software that makes it easy to track employee attendance look into purchasing People Manager™.)

Ask them to tell you in their own words how they would feel if they were the one who had to answer the phone calls or pick up the slack because someone else was coming in late. Give them the opportunity to take ownership of the problem. Ownership leads to resolution. Focus on their strengths by telling them about what you envision them accomplishing in the weeks, months or years to come. Then, lead them into the specific confrontation and actions they need to take.

Chances are, your employee may try to divert the attention by shifting the burden to other people, teams or departments. DON'T let them take you down that path!

Even if they try to get you to get off topic by:

A) talking about how "other" employees are also late, you may want to respond with "this is not about anyone else, it's about your action."

B) diffusing the issue by making excuses like, "the kids are sick, traffic is just unbearable". One possible response is "I empathize. I know how it feels. That still doesn't exempt you from the expectations we've set for everyone. Whatever you have to do, your responsibility to yourself and your colleagues is to be here by 9 a.m."

C) that they stay late every day, keep them focused on the expectation. You may want to keep them focused on the correct expectation by saying, "I expect you to be at your desk between 9 a.m. and 5 p.m. not 9:30 and 6:45 —You don't get points for being a workaholic."

Throughout the counseling process, (and any conversation) get rid of your big BUT! Once you begin a statement with something like, "you're talented, BUT..." the person you're talking to assumes a defensive Karate Kid position and you way as well end the conversation there. Nothing is going to impact that employee.

Then, go into the consequences, progressively making the potential outcomes more severe or positive. It's critical to also focus on their strengths — reassuring them that there's no reason why they can't be among the top performers or have the right to enjoy all the perks that come with meeting and exceeding the job expectations.

Examples of negative consequences:

"You know that party we're having next week for everyone who has been on time for the past six months. Well, you're not invited to attend."

"I know you enjoy being on that special team that gets to travel the country, right? The people on that team consistently exceed the job expectation. If you continue to come in late, I'll have to take you off the team."

"What would happen if we lost the account because the client couldn't reach you? Exactly, you'd lose your commission, my bottom-line would be affected and the organization would suffer. We may even have to let some people go or freeze raises. We don't want that to happen. Right?"

"I know that you're eager to climb the corporate ladder and get the raise too. I want to help you to reach those goals at your next performance review. If your tardiness continues, I will not be able to recommend the raise or promotion."

"This is the second time we've discussed this issue. If it happens again I'm going to let you go because your actions will tell me that you're just not happy here or motivated to grow with us." Use the firing option only if you intend to use it. Otherwise, should the negative employee challenge you and you do not follow through, you credibility will be gone. Respect is conditional, and by no means a given just because of your rank or title.

Another strategy for overcoming negativity is to visualize! Imagine a barrier all around you that is impervious to negativity. A sign on a wall just outside my office spells out my personal rules,

"Stop! No Negative Thoughts, Comments, Feelings, Beliefs, Actions, or Energies beyond this point! You are entering a positively passionate work environment. Have a powerful, upbeat, productive day!"

Finally, do not battle violence with violence. When someone tries to engage you in a shouting contest answer them in a non-hostile, conversational tone. Regulate your breathing and tone. Use phrases like, "I see your point", "I understand what you’re saying.", "What can I do to help resolve the problem?", "It sounds like you’re upset. I’ll do whatever I can to get to the core of the problem by _ o’clock this afternoon."

Brian Norris shows organizations in every sector how to create energized, creative, positive environments – workplaces conducive to higher profits, increased retention, lower turnover, constant innovation and better productivity. If morale is low or negativity is an issue in your company then call Brian today at 414-899-1905 or email him now at info@briannorris.com

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Recommended Training Programs by Brian Norris

Creativity Day Camp (1 or 2 Day Program)
Click here for more information.

Creating and Sustaining a Positive, High-Morale Workplace

Passionholics (1 Day Program)
Click here for more information.

 Rather than focusing on who or what is wrong and negative, Passionholics™ looks at what's right with the organization and what every one can do, regardless of their title or responsibility, to make their workplace even better. Brian gives you the tools to replace apathy, lousy attitudes, pessimism, conflict & negativity in the workplace with positivity, enthusiasm & winning attitudes.

In just one day, this powerful, idea-packed seminar will enable you and your team to:

• Recognize & reverse organizational negativity
• Take risks and embrace change
• Motivate employees effortlessly
• Vanquish resentment, gossip and back-stabbing
• Encourage innovation and creativity
• Increase profitability, productivity and growth
• Use positive reinforcement to build a winning team.

  "I would highly recommend the course to anyone who is looking for a way to reach his or her work force on the positive power that a winning attitude could have on their career and job performance." – B. Ranney, President, Creative Salon Concepts

**Note from Brian Norris: If your company is experiencing negativity, low morale and internal fighting then I strongly recommend bringing me in for a day of uplifting, real-world training.

My new program, Passionholics™: How to Cultivate Passion & Positivity in the Workplace, is guaranteed to help your employees and supervisors to deal with negativity in the workplace.

  Available as a full-day, half-day or keynote session, Passionholics™ battles negative tendencies head-on by focusing on the innate good and limitless potential within every person. When we learn to be positive and passionate about what we do, success is inevitable.

From attitude to entitlement, self-talk to self-perception, Passionholics discusses the essential elements that spell the difference between mediocre and magnificent.

• Attendees learn to see the glass as half-full again.
• Team and individual morale skyrockets.
• Motivation seeps into the actions and mindset of every individual.
• Productivity accelerates and everyone reevaluates their work with zeal and pride!

To get more details about this essential program please click here.

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