Whatever Happened to Kindness? – How Leaders Can Make a Difference!

Unfortunately, bad behavior is increasingly on display. The manager of Bowl-O-Rama in Portsmouth, NH spoke out on Facebook, decrying “rude, belligerent, and frankly abusive behavior” by customers. News reports recount physical threats against school board members, hospitals installing panic buttons due to growing patient assaults, and airline employees getting self-defense training.

Unfortunately, too, our technology giants are exploiting division with social media algorithms that bring out the worst in us: “If it screams, it streams (but if kind, pay no mind).”

 What is a business leader to do? Here are a few suggestions:

• Model good behavior. When leaders show the way, others follow. Embracing respect, humility, and empathy go a long way toward establishing a positive workplace culture.

• Clearly articulate your values. Businesses that define their values set a positive standard for employee performance. (But be sure to live up to them, as nothing creates workplace cynicism faster than leaders who say one thing and do another.)

• Set expectations for your team. Be clear that you expect managers and team members to embrace the company values. This is not one-off communication -- it requires regular reminders.

• Confront bad behavior. When someone strays, communicate your concern clearly in private. If the pattern persists, consider formal disciplinary action. Failure to do so can undermine the morale of your team.

• Stand up for your staff. The old adage that “the customer is always right” shouldn’t apply to bad behavior. Taking a stand to protect your staff can go a long way to enhance morale and employee retention.

You can read more in my recent column in the NH Business Review.

We each have an extraordinary opportunity to make a difference in people’s lives, including our own. Don’t underestimate your impact!