When it comes to fostering a kinder workplace environment, Quint Studer, author of Results That Last (studergroup.com), recommends that an organization develop a “Standards of Behavior” contract. This strategic communications document, which every employee must sign regardless of position, can address any and all aspects of behavior at work — from interaction with clients to phone etiquette to good manners. Here’s how to go about it:

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• Seek input from all employees. Put together a standards team to spearhead the initiative and create the first draft. Just be sure that everyone has a chance to review the document and provide input before it’s finalized.

• Align desired behaviors with business goals and desired outcomes. Before you start writing, take a look at your organization’s long-term goals and the areas that need improvement. You need to be able to measure the success of your standards by seeing an impact in many of the key metrics of your operation, such as increased customer satisfaction.

• Be clear and specific in your wording. Don’t write “Display a positive attitude.” Instead, write “Smile, make eye contact, and greet customers by name.” Sometimes people truly don’t know what is appropriate behavior and what isn’t.

• Hold a ceremonial Standards of Behavior rollout. Once you have finalized your document, hold an employee forum or companywide meeting in which you introduce the standards and distribute pledges for everyone to sign. Make it fun.

• Hold people accountable when they violate a standard. Make sure all employees know they’ll be held accountable for the behaviors outlined in the Standards of Behavior document. Then, just do it. How you hold them accountable is up to you.

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