Reducing Negativity in the Workplace
I am amazed at how much time gets wasted by people who complain all of the time. Do you have any suggestions to help cut back on this behavior?
According to a survey done by badbossology.com and Development Dimensions International, a majority of employees spend 10 or more hours per month complaining -- or listening to others complain -- about their bosses or upper management. Even more amazing, almost a third spend 20 hours or more per month doing so.
When I first read this study, I couldn’t believe it. The numbers just seemed too high. (I guess since I didn’t do the research myself, I concluded it must be wrong!) Too check it out; I interviewed more than 200 of my clients. The results were almost identical.
While the survey results might initially be perceived an indictment of bad managers, I also see it as indictment of whiners; 10-20 hours per month is a lot of time. If people have that much time to waste, they should go back to school and get another degree (and then get another job if everything is so awful).
But back to original question: I have a simple, yet effective strategy to reduce "whining time." Encourage your direct reports, colleagues, and peers to ask these four questions before making a public comment:
1. Will this comment help our company?
2. Will this comment help our customers?
3. Will this comment help the person that I am talking to?
4. Will this comment help the person that I am talking about?
If the answers are "no," "no," "no," and "no," I have a suggestion that doesn’t require a Ph.D. to implement.
Don’t say it.
We often use "honesty" as an excuse for dysfunctional disclosure. But we can be totally honest without engaging in useless negative disclosure. For example, while it is normal to believe that some of our co-workers may be jerks -- we have no moral, ethical or legal obligation to share this view with the rest of the world.
Train everyone to think before speaking and to ask themselves, not just, “Is this comment what I believe?” but also, “Is this comment adding value?”
Teach everyone to focus on saying and doing things that add value -- and to just leave out the rest.
Have a question you'd like to me to address? You can submit it by either adding a comment to this post or by e-mailing it to askthecoach@hbsp.harvard.edu
Read all of Marshall Goldsmith's Ask the Coach posts
MORE ON MANAGING PEOPLE:
Managing Negativity (HMU Article)
Dealing with Difficult People: The Results-Driven Manager Series (Paperback)
How to Be the Best Coach for Your Team (HMU Article)
Master the Challenges of People Management (Collection)
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Marshall Goldsmith is a world authority in helping successful leaders achieve positive, lasting change in behavior. Dr.Goldsmith is the author or co-editor of 22 books, including What Got You Here Won't Get You There, a New York Times best seller and Wall Street Journal #1 business book. He has worked with more than 80 CEOs and their management teams and been recognized as one of the world's leading executive educators and coaches in Forbes, Business Week, The Economist, and many other business publications. The American Management Association listed him as one of 50 great thinkers and leaders who have influenced the field of management. To learn more, please visit 
Comments
Dear Marshall,
It seems to me you are putting the carriage before the horse.
While I think that the kind of thinking you suggest should be done before we open our mouths to talk about someone else - not just at work - I do wonder if it doesn't require a different mindset displayed to the one by those who whine. Isn't it exactly the kind of attitude of "opting out" and simply complaining about the frustrations at work that lead to the whining? Asking yourself your four questions requires an "opting in" attitude, an interest in the company, colleagues or work in the first place.
My question then is how can be achieve this first and foremost?
I will concede that I haven't tried your approach yet, but I will. It might very well be that it will lead to a new attitude with some. But I have a feeling that it won't be enough to persuade others.
Kind regards
Rudi
- Posted by Rudi
October 9, 2007 11:09 AM
It is important to train employees but if the environment is negative it is difficult to bring about a change. In spite, of training some people are negative by nature and it will cost an organization money to make such an investment. In, addition, some negativity is pereptuated by the executives who implement changes quarterly and there is no monetary compensation. Coaching is the best tool to curb negativity.
- Posted by Sharmin
October 21, 2007 7:49 PM
Rudi - While it would be nice for people to change their attitude - then change behavior - most research indicates it is more efficient to change behavior (e.g. 'quit make destructive comments) which will lead to a change in attitude (e.g. 'being more positive about the organization).
Sharmin - I agree that coaching can be an effective tool. My idea is for the huge number of people who won't get an external coach - and don't have a manager who provides internal coaching.
Thanks to both of your for your thoughtful posts!
- Posted by Marshall Goldsmith
October 23, 2007 10:29 PM
Dear Marshall
I think your 4 question suggestion is very valuable. In fact it seems Marcus Aurelius and Socrates are quoted of encouraging similar behavior.
How about though, as Rudy remarked, addressing the fundamental problem. Very few people enjoy being negative, however even the most upbeat person can be brought down by a bad work environment or a bad manager. Also people may whine in an attempt to relieve stress or when they feel trapped in a situation they do not know how to solve.
So how about asking "is part of what you are saying true" and "what do you suggest doing about it" as a starting point? Could this drive the whiner to "opt in" rather than feel "shut up"?
- Posted by irina stefanescu
October 27, 2007 5:50 PM
Marshall,
thanks for your post which will prove very helpful. We certainly know that management is limited when it comes to changing behaviors. However, it will be more helpful, as management to provide a culture and environment where such wastage is minimized. This includes management taking an approach of listening and being approachable.
It will be much better for management to use some of those ten hours of complaining for both listening and coaching.
Albert
- Posted by Albert
October 30, 2007 3:43 PM
Irina and Albert - Thank you for these great suggestions!
- Posted by Marshall Goldsmith
December 31, 2007 12:37 PM