Contributing to a Positive Workplace

Training Booklet

In Contributing to a Positive Workplace, a team of customer service and relationship experts present 15 simple rules to make the work experience more positive.

They speak directly to reps, and through a range of ideas and styles they will reach everyone on your team. Whether it’s an “ah-ha” moment about avoiding “toxic talk” or about “being fully present in the job,” it’s thoughtful advice that can change attitudes and behaviors.

Read the table of contents and sample below to see how much useful information is packed into this brief booklet.

TABLE OF CONTENTS

Introduction
Rule 1: Be fully present in the job
Rule 2: Don’t let others drain you of your positive energy
Rule 3: Avoid toxic talk
Rule 4: Be proud of what you do
Rule 5: Make someone’s day every day
Rule 6: Nip conflict in the bud
Rule 7: Develop a learning attitude
Rule 8: Don’t let customers drag you down
Rule 9: Be accessible and responsive to coworkers
Rule 10: Show your appreciation
Rule 11: Celebrate your successes year round
Rule 12: Don’t take it personally
Rule 13: Manage your emotions
Rule 14: Focus on work/life balance
Rule 15: Embrace an attitude of respect

SAMPLE
Introduction: 15 Steps to a harmonious environment

Do you look forward to seeing your coworkers each day, or do you dread going to work? Do you get along with almost everyone in your department, or are there certain people you avoid? Is the atmosphere in your workplace relatively relaxed, or do you sense a simmering, low-grade tension?

Hopefully, you are nodding “yes” to the first part of those questions and you are working in an environment that you enjoy. But even in the most pleasant work environment there can be difficult times, especially when you are dealing with a fast-paced service environment where metrics are being measured carefully, calls are being monitored, management has high expectations, and customers may be irritable, demanding, and angry.

Fortunately, everyone has it within his or her power to contribute to creating a more positive work environment. After all, you don’t have to be a manager, department director, or anyone’s boss to be a good leader. And everyone can lead by example when it comes to maintaining a positive work environment.

Best of all, the same tools and skills you use when dealing with customers can be used just as effectively when dealing with coworkers to create a more respectful and supportive work environment. And that, by extension, contributes to creating a more positive experience for customers.

In this booklet, we’ll explore 15 steps that you can take individually or as part of a workgroup to create a more positive environment. You may be surprised to find that we haven’t included a lot of the typical advice and guidance on how to “get along.” Instead, you’ll find advice from a range of industry experts on how to look within and better understand your own emotions, motivations, and behaviors and how they contribute to creating a harmonious culture. When you practice these behaviors, there’s no need to be reminded to say “Thank You” and “Please.” It is just part of a respectful work environment where everyone gets along.