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TEN WAYS TO CREATE A POSITIVE WORK ENVIRONMENT
by the Coaching Company
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There are several things a leader/manager can do to make your work
environment a positive one and to facilitate a feeling of cooperation, teamwork
and joy among your staff. Some of these are:
1. Build Trust
Trust is the basic tenant for all relationships, so building an
environment of trust is one of the most important things you can do to create a
positive work environment. It's a philosophy that must be demonstrated in
everything you and your staff does. Trust is about doing what you say you are
going to do and being who you say you are. It's about showing your staff in
everything you do that you are reliable, responsible and accountable, and that
they can rely on you for consistency. Also letting them know you expect the
same from them. When your words and behavior are congruent you foster trust. It
will take some time for your staff members to learn that you are a person of
your word. If they see that you are consistent you will build trust, but if
they see your words don't match your behaviors their trust in you will be
destroyed. The unfortunate thing about trust is that it takes a long time to
build, but it's very fragile and will break easily. Once broken, it takes an
even longer time to regain, and it may never be fully rebuilt. Therefore, it is
of primary importance that you are aware of all your words and behaviors and
insure that they are worthy of your employees' trust.
Even when dealing with uncomfortable situations, if you are honest and
up front it will make things easier for everyone. What you say and what you do
represent who you are. Even if they don't like what you are saying, if you say
it honestly, compassionately and tactfully they will respect and trust you. Your
employees' level of trust will also be determined by how well you keep
confidences and don't disclose discussions that have been held in private. They
have to know they can talk with you about sensitive subjects and that the
information they share with you will be kept in strict confidence.
Confidentiality is critical in all aspects of your job. This also applies to
never discussing one employee with another, except in positive terms. Any
problems you are having with a team member must be kept between you and that
employee, and your supervisor, if applicable. A good manager never talks
negatively about his/her team.
EXERCISE: Three things I will do to build trust with my staff are:
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
2. Communicate positively and openly.
In order to create a positive work environment each employee needs to
feel valued. This is best accomplished through your listening to each person
and honoring each one for what s/he has to say. By doing this you will show
that you value and respect every individual. One important aspect of
communicating openly is to meet with your staff and discuss your organization's
philosophy, values, mission and goals. Ask for their ideas and thoughts on how
they individually and as a team can help your unit to exemplify these. Then
lead a discussion on the ways they all see these being fulfilled within your
work group. After your staff has shared their ideas, take time to share your
own vision of how you see everyone working together. Share how you see everyone
working together as a circle in which everyone is equal and on the same level,
rather than a pyramid where supervisors and administrators are at the top, and
the staff is at the bottom. Everyone is equal because every job is equally
important in fulfilling the mission of the organization. Also share your work
ethic, commitment to the job and facility, and your values. Talking about and
modeling your own work ethic will set an example of what your expectations are
for your staff and their behavior. This includes:
" Being accountable to the job. " Showing up on time and with
a positive attitude. " Being willingly taking on tasks and assignments.
" Being proud of your facility and that you are a part of it. "
Treating everyone with respect and in a friendly manner. " Focusing on
work and leaving personal issues outside the workplace. " Seeing your work
as an opportunity for continuous personal growth and lifelong learning.
Sometimes it helps with a discussion like this to use a board or flip
chart and colored pens so you can write thoughts, goals and ideas as your team
comes up with them. If they are having a hard time getting started, you can
write three of your own goals and then ask the group to add to the list. This
exercise will help all of your team members focus on where they would like to
see the unit be in the next six months. These goals can then be reviewed at
staff meetings to see how they are being met. It's through these means of open
communication that each member of the work group understands how they fit into
the unit and how they impact where it is going.
EXERCISE: I will create an atmosphere of open communication by:
______________________________________________________________________________
______________________________________________________________________________
3. Expect The Best From Your Staff
There is a concept called 'The Self-Fulfilling Prophecy' which states
that people generally will perform in the way others expect them to perform.
So, if you have high expectations for your staff, treat them as if they are
capable, competent people and expect them to function as such, they will rise
to the occasion and be the excellent employees you see them to be. However, if
you micromanage them, expect them to be mediocre and treat them as if they
can't function well on their own, that is the behavior they will give you. A
good supervisor always has high expectations for his/her staff and treats them
accordingly.
EXERCISE: Three ways I will let my staff know I believe they are capable
and competent are:
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
4. Create Team Spirit
One of our basic human needs is to feel we belong to something bigger
than ourselves, and for many people that need is met by being part of a
supportive work group. As a supervisor, part of your job is to create a feeling
of unity among your staff. This unity will help your team members feel valued
and that they belong. As a result they will want to be at work, tardiness and
absenteeism will be minimal, your team will function smoothly and your unit
will be better able to carry out the missions and goals of your
organization.
To foster this team feeling you must convey to the entire staff that
every person plays an important role. Encourage an attitude of cooperation
rather than competition. When you create team spirit and identity, staff
members will see themselves as a group of people all working for a common goal,
rather than a bunch of individuals competing with each other.
By letting each member know they are a valued part of the team you will
teach your staff members to respect each other for their unique contributions.
There are many group exercises designed to foster this kind of unity. One easy
exercise is to begin staff meetings by going around the table and having each
person say one nice thing about the person on their right or left. Especially
things they've noticed about how they care for the residents. Acknowledging
behaviors such as the way Madison approaches residents with a gentle touch and
always says their name, or how Joe inquires if a resident is warm enough and
offers to bring a blanket. The way Ben shows he values the residents by taking
the time to listen and ask questions as they reflect on their life and the
important job they did in valuing and caring for their family, or the way Mary
can always be counted on to step in and help when extra hands are needed. Be
sure to acknowledge the little things that mean so much to the residents, their
families and coworkers that are the mark of an excellent caregiver.
An important aspect of creating team spirit is demonstrating that you
are open to communication from everyone, including residents, families and
staff. When you walk through the unit be sure you smile, are friendly, and
acknowledge people you pass. You should always show that you are aware of and
care about each person. This will demonstrate to them that you are aware of
them as people, and are also aware of what's happening on the unit. By doing
this you will also demonstrate that you are willing to listen and are
responsive to their needs.
Another exercise you can do with your staff to increase their
appreciation of each other and feeling of team spirit is called Skill
Appreciation. In this exercise team members recognize and appreciate each other
for the unique skills each brings to the unit. Take time at one of your staff
meetings to focus on this aspect. Give each person a 3 x 5 card and ask them to
write their name at the top. Have each person place their card on the table in
front of them, and then move one place to the right so they're sitting in front
of their neighbor's card. Then ask them to write words of appreciation on the
card of the co-worker, including positive personal characteristics, attitudes
and skills they bring to the team. Examples may be things like:
1. Ability to relate well with residents and
families.
2. Accuracy with med distribution.
3. Ability to detect skin changes on bedridden
residents.
4. Having a positive attitude and kind word for
everyone, etc.
Have team members continue moving around the table and writing on cards
until they are back at their original place.
There are many other ways a supervisor can foster team spirit. Some of
these are:
•
Give verbal and written
communication to individuals and the group for jobs well done.
•
Make sure team members know
a bit about each other's personal life by setting aside 5 minutes at each staff
meeting to have one person tell about something positive that's happened in
their life in the past month.
•
Find reasons to celebrate
together, such as birthdays, birth of a baby or grandchild, moving into a new
house, etc., and have small parties to celebrate these events. It's especially
good to share your celebration with all the shifts on your unit by asking food
services to provide a cake, and putting up a sign or banner in the break room
saying "Today We Are Celebrating……………". By celebrating together you
will be connecting the entire staff.
•
Let them know that you are
also part of the team by asking your staff what they need from you to make
their job more satisfactory, and doing your best to provide it.
•
Schedule stretch exercises
that you do together before report. Have different staff members lead the
exercises each day.
•
Ensure that humor is part
of the daily work environment. Put a humor section on the bulletin board and
invite team members to post things they find funny (keeping good taste in mind,
of course). Also, encourage them to respectfully find the humor in situations
at work. It's important for you as the supervisor to learn to laugh at
yourself, and model this for your staff. Let them know that since we all are
human we make mistakes. It's much better to find the lesson and humor in
mistakes than to become upset over them.
•
Do problem solving and
awareness exercises at staff meetings. For example: Have your staff members
each write a list of 10 things that are important to them, and then have the
person next to them cross off one thing. Then talk about what it feels like for
them to lose this thing from their life, and relate it to what the residents
may be feeling about all they have lost as they age.
EXERCISE: Three things I will do to create team spirit are:
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
5. Give Recognition and Appreciation
Whenever you can, 'catch people being good' and make sure they and
others know about it. Give recognition and appreciation to everyone at every
opportunity. For example: "Susan, I appreciate your organizational skills
and the way you organized your team today to deliver quality care."
"James, thank you for staying overtime yesterday. I really appreciate your
positive, can-do attitude." When verbalizing appreciation try to make it
as personal as possible. Rather than just saying something vague like
"good job", be specific about the personal quality or skill your team
member brought to the task. Recognizing excellent job performance and attitude,
and showing appreciation for these things will go a long way towards making
your staff members feel that they are a valued and respected part of the team.
EXERCISE: Three ways I will give recognition and appreciation to my
staff are:
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
6. Give Credit and Take Responsibility
Always give credit for success to your staff, and take responsibility
when things don't go well. As the boss it's your job to make sure your staff is
well trained, capable and competent. If for some reason they fail to perform
their job in the expected manner, it's your responsibility to insure that they
receive further direction and training so they will perform up to standards.
EXERCISE: I will give credit to my staff by:
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
7. Be Approachable
Always present an attitude of approachability to your staff and
customers. Indicate by your manner that you are available and happy to speak
with people from all levels and positions. Also, always be prepared to listen
to whatever they want to share with you, and validate what you've heard. If
they have concerns, tell them you will look into it and get back to them by a
certain time. Then be sure you do! It's important that every day you go out and
walk about your business in order to connect with people. Be sure that as you
walk through the business you smile and make eye contact with everyone you
pass. Act in a friendly manner, call people by name, be approachable, and show
interest in what's going on. Also, have an open door policy, where anyone at
any level is welcome to come talk with you if they feel the need. When they do
come talk with you, be aware of your body language. Come around to the front of
your desk and sit facing them while you talk so that there is no physical
barrier between you. Indicate in everything you do that you respect and care
about them and what they are saying.
EXERCISE: Three ways I will make myself available and be approachable to
my staff are:
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
8. Provide A Positive Physical Environment
If at all possible insure that the physical environment on your
workplace is clean, bright, attractive and cheerful. Make sure it has as much
natural light as possible, and that each staff member has room for their own
personal space.
EXERCISE: I will improve our physical environment at work by:
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
9. Make Staff Evaluations a Positive Experience
One of the important duties of a boss is to give staff evaluations. This
should be a positive experience for your staff members, and is a great
opportunity for you to praise them for their cooperative spirit and all their
efforts in doing an excellent job. It's also a good time to thank them for
participating by bringing their special characteristics and talents to the
unit. Even if you need to discuss some areas in which the employee may need
improvement, you can still make it a positive meeting by focusing on the good
and all that they are doing right.
Insure that the staff evaluation is two-way. It's an opportunity for the
employee to rate him/herself and also to rate you and your business. It's also
the time to mutually create their career goals. Prior to the meeting, ask the
employee to write out their evaluation of how they think they are doing in
their job. Also ask them to write how they view you as a supervisor, and how
they feel about working in your business. You will fill out the organization's
standard evaluation form and write your thoughts on the employee's performance.
Remember to keep it as positive as possible, and make suggestions in a
constructive, encouraging manner.
Once you are in the meeting, ask the employee to share what they have
written, and then discuss it with them. Then share your thoughts and what you
have written. Some things to cover are:
•
What skills would you like
to develop in the next six months?
•
What new knowledge would
you like to gain in the next six months?
•
What would you like to do
differently with your peers?
•
What can I do to assist you
in the process of your development?
This is also an opportunity for you to revisit any difficult situations
this staff member has experienced in the past six months and insure that they
are feeling OK about it and are moving forward. You do this by asking:
•
How are you feeling now
about the conflict two months ago?
•
What else needs to be done
to resolve it?
•
Is there anything I can do
to help?
One of the most difficult aspects of a manager's job is counseling an
employee who is not performing up to standards. Always put a positive spin on
whatever you say, even if it's offering constructive suggestions. When dealing
with negatives, separate all emotions from the issues, and deal only with the
facts. Ask the worker what s/he can do differently next time. Ask how s/he
would like to change his/her behavior in order to perform up to standards. Then
create a written work plan to outline what the new behaviors will be and by
when they will be implemented.
If there has been a problem it should not be a surprise to the employee
when it's brought up at the evaluation. It's probably been discussed at the
time of the incident, and several follow-up meetings will have been held
regarding the progress or lack of progress with this issue. If appropriate,
evaluation time is the opportunity for you to voice your appreciation for how
the employee has changed his or her behavior to improve the quality of their
work.
Your role and responsibility as the manager is to support the employee
through this process. The outcome may be that the employee will choose to
continue working in your business or may choose to leave.
At the end of the evaluation process your staff member needs to be able
to leave the meeting feeling that he/she has some control and personal power
over their work life. This is a basic human need, and it's your job to support
them by focusing on their strengths rather than their weaknesses. This doesn't
mean you don't address their areas for growth, it just means that you focus on
your belief in their ability to perform according to the needs of your
business.
The bottom line for all of this is to remember that as the manager it's
your job to make your work environment one in which people can feel
comfortable, have fun and can thrive. With a little thought and creativity you
can make it happen.
10. Make It Fun
Everyone wants to be
where people are having fun, so make your workplace feel happy and festive.
Find reasons to celebrate together, such as birthdays, birth of a baby or
grandchild, moving into a new house, etc., and having small parties to
celebrate these events. If possible provide a cake, and put up a sign or banner
in the break room saying "Today We Are Celebrating……………". Ask your
employees what would be fun for them and then implement what is feasible.
