Page 156 - How Great Leaders Build Abundant Organizations That Win

HOW DO I BUILD A POSITIVE WORK ENVIRONMENT? (EFFECTIVE WORK CULTURE OR SETTING)

compliments, and suggestions about their particular area.
Each group of employees felt like the leader brought fresh
ideas that connected them with their customers.
A positive work environment is supported by routines that
foster openness to new ideas. Employees can voice opinions
and even bad news without fear of others killing the messen-
ger. Leaders ask more questions and become a clearinghouse
for innovation. Ideas are valued and sought out.

5. Attitude Toward Connections:
Impersonal Versus Personal

A positive work environment is rooted in how people treat
each other. In one fast-food company, local leaders had a
three-step protocol for determining the friendliness of the
franchise:

1. Do our employees smile at customers? Greeting cus-
tomers, smiling at them, and making eye contact shows
a commitment to friendliness.
2. Do customers smile back? When customers reciprocate
and smile back, the friendliness is two-way and custom-
ers are probably enjoying that employee.
3. Do customers smile at each other? When custom-
ers engage with each other without going through the
employees, they are fully enjoying the restaurant.

By analogy, employees may be seen as a leader’s most
important set of customers. Do leaders engage their employ-
ees in positive interactions? Do the employees engage back?
Do the employees engage with one another? A positive work

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