Managing Negative Chatter in the

Workplace

Presented By:

This manual was created for online viewing. State specific information in this manual is used for illustration and is an example only.

mail: P.O. Box 509 Eau Claire, WI 54702-0509 • telephone: 866-352-9539 • fax: 715-833-3953email: customerservice@lorman.com • website: www.lorman.com • seminar id: 399997

Donna BaylorDonna Baylor

Take advantage of this special offer for $50 off of a Lorman

live webinar!

C O N V E N I E N T:Lorman offers a wide variety of live webinars covering current issues affecting numerous industries. Learn the latest on legal compliance, cost savings and strategies, and business trends.

E X P E R I E N C E D :Learn about today’s hot topics presented by our expert speakers who represent prominent firms and have years of industry experience and knowledge.

C U R R E N T :In today’s business world, staying current of the ever-changing regulations is absolutely necessary in order to advance in your field. Earn continuing education credits, educate your entire team and ask questions of the speakers. For a complete listing of upcoming live webinars visit www.lorman.com.

SPECIAL OFFER

$50 OFFYOUR NEXT Discount Code Y1719669This offer can not be used in combination with other discounts.

LIVE WEBINAR

Managing Negative Chatter in the

Workplace

©2017 Lorman Education Services. All Rights Reserved.

All Rights Reserved. Lorman programs are copyrighted and may not be recorded or transcribed in whole or part without its express prior written permission. Your attendance at a Lorman seminar constitutes your agreement not to record or transcribe all or any part of it.

Full terms and conditions available at www.lorman.com/terms.php.

This publication is designed to provide general information on the topic presented. It is sold with the understanding that the publisher is not engaged in rendering any legal or professional services. The opinions or viewpoints expressed by faculty members do not necessarily reflect those of Lorman Education Services. These materials were

prepared by the faculty who are solely responsible for the correctness and appropriateness of the content. Although this manual is prepared by professionals, the content and information provided should not be used as a substitute for professional services, and such content and information does not constitute legal or other professional

advice. If legal or other professional advice is required, the services of a professional should be sought. Lorman Education Services is in no way responsible or liable for any advice or information provided by the faculty.

This disclosure may be required by the Circular 230 regulations of the U.S. Treasury and the Internal Revenue Service. We inform you that any federal tax advice contained in this written communication (including any attachments) is not intended to be used, and cannot be used, for the purpose of (i) avoiding federal tax penalties imposed by

the federal government or (ii) promoting, marketing or recommending to another party any tax related matters addressed herein.

mail: P.O. Box 509 Eau Claire, WI 54702-0509 • telephone: 866-352-9539 • fax: 715-833-3953email: customerservice@lorman.com • website: www.lorman.com • seminar id: 399997

Prepared By:Donna BaylorDonna Baylor

Learn What You Want, When You Want From Our Entire

Course Library

UNLIMITED ACCESS

ON-THE-GO LEARNING

We Offer Accredited Training Including CLE, CPE, HRCI, ENG and Many More

A L L - A C C E S S P A S SLORMAN EDUCATION SERVICES

Learn at Your Own Pace From Your Computer,

Tablet or Mobile Device

lorman.com/pass

GET CERTIFIED

Want to learn more? Contact a Lorman

All-Access Pass Specialist:

benefitsdirector@lorman.com or call 1-877-296-2169

“Managing

Negative Chatter

in the Workplace.”

1

1

2

Negativity is an Emotional Disease

HIGHLY contagious

2

“NEGATIVITY is the Most Seductive

of All the Emotions”

• It is easier to be negative than it is to be positive.

•Negativity is reinforced in the news, TV shows, movies, commercials and real life.

3

3

Who is doing it?

•Clients?

•Staff?

•Managers & Supervisor?

•Boss?

•YOU?

4

What does it look/sound like?

• Whining – victim language • Complaining – blaming language• Gossiping -about any thing / any one

WHY are they doing it?• They want attention • Bully• Envy• Stress• It’s been allowed

5

4

Building a foundation from knowledge…

Let’s look at the realities

of human interactions…

6

According to recent research…

•82% of ALL business problems start in communication

PS: (we spend more time taking care of work communication than we do personal. Personal problems from communication? 80 – 100%)

7

5

Do you realize what that means?

8

Unless we learn to control our communication, attitude and actions…

Each of us is “part of the problem!”

INCLUDING YOU

9

6

What’s Going on?

• Each of us have personality/behavior styles that determine how we think, feel, act, communicate, and process information

• Sometimes styles get alone and sometimes they don’t

• Generation differences can create situations, due to a lack of understanding other generations

10

INSIGHT -

Most managers and supervisors have no idea how to handle this problem

So they choose to Ignore it,

hoping it will go away

11

7

Well, How’s THAT working for ya?

Remember this:

Silence equals permission*

12

Here’s how to become

part of the solution…

13

8

When you have a physical reaction – you feel it ‘in your body’ it is called

an ego-reaction (usually retaliation)

“Never accept an invitation to attack…”

14

*E + R = O

E = EVENT

R = Response

( We CHOOSE how we are going to respond)

O = Outcome

15

9

What you focus on you get more of…

Changing YOUR focus…

Changes THEIR focus

16

“Plan of action…”

Who changes focus first?

YOU do!

LEAD BY EXAMPLE

17

10

“Plan of action…”continued

What to do –•Focus on the behavior you want

• Positive actions• Positive words• Positive focus

• Themselves

• Other people• Company

18

“Plan of action…”continued

When to do it –

ALWAYS

19

11

“Plan of action…”continued

Where to do it?

EVERYWHERE…• Interactions with coworkers• Interactions with clients• Interactions on the phone• Interactions with managers & supervisors

20

“Plan of action…”continued

Why do it –

#1Because YOU set

the standard for

others to follow

21

12

“Plan of action…”continued

Why do it –

#2 Because the actions of the leader become the actions of the team

22

“Plan of action…”continued

Why do it –

#3 Because how Management treats the staff, becomes how staff treats the Customer

23

13

Start catching your employees…

Doing something right –

Helping customer

Helping coworkers

Following a company policy

Solving a problem

ANYTHING positive

24

How to acknowledge the employees…

• Have a form that every employee and supervisor has access to

• Each time someone is caught doing something right, a form is filled out and dropped in a centrally located box, etc.

• At the end of each week, the forms are read by a supervisor, divided into piles for each person mentioned and given to their manager

25

14

How to acknowledge the employees continued)

• Manager reads them, makes notes in employee file for coaching & reward - then forms are given to the employee to keep

• Every month there is a winner - 1 per dept., etc.

• Let them leave an hour early every Friday, or extra day off, gift certificate for restaurant, movie tickets, etc.

• This isn’t the time to think, “cheap” or skip the rewards (This is an investment. If it has no value to you, it will have no value to them.)

26

Rewarding employees for their good behavior makes good business sense.

Remember what brought you here today…

Negative Chatter (this could be a symptom of a bigger problem)

27

15

Remember, negativity is a habit.• Statistics show it takes 21 consistent days to make or break a habit.

• The longer the habit has gone on, the bigger the effort to break or control it may take.

• Do not let your ego get in the way of solving the problem

• Deal with your own stress and remember to be part of the solution

• The Speed of the leader becomes the speed of the team

• As a LAST resort – ask yourself “Is the employee worth saving?”“

• Know your company policy (* HR should already have written policy on the steps to take when reprimanding employees)

28

HR POLICY*• Future problems are best avoided by what is done from the

very 1st step

• Disciplinary actions should be carefully and completely documented in writing to build a case that will stand scrutiny

• Document EVERY disciplinary action taken. It is good practice to send a copy to your boss AND the Personnel department

• Every company has specific policies on termination so coordinate your actions with your boss and the Personnel Department

* From “Supervisors Portable Answer Book” – George Fuller

29

16

Negativity in any business is costly

• Uncontrolled negativity causes stress

• Uncontrolled negativity becomes ‘traveling’ negativity, infecting other departments

• Stress is expensive = Negativity is expensive

30

You have the power to STOP the damage

STRESS costs American business

$300 BILLION every year due to health issues, stress, arguments, mistakes or lower productivity.

31

17

For more information …

For a sample “Recognition Form”Or for more information about this topic

Email Donna@DonnaLBaylor.comto schedule a “Day with Donna®” for your

staff Email or Call (888)428-0686

Reference - “Creating a Positive Workplace©”

32

18

Notes