32Put “Official” (Written) Standards of Behavior in Place
There is no single rule about what’s acceptable in the workplace and what isn’t. It varies across industries and from one company to another. Also, the “rules” change over time. Twenty years ago, it made sense for a company to prohibit mobile phone use during work hours. Now, almost everyone wants and expects to have access to their phone. Plus, individuals have different backgrounds and expectations—what’s normal and acceptable to one person may not be to another.
For all of these reasons, if you don’t spell out what good behavior looks like, everyone may not know. And yes, there may occasionally be that person who does know what good behavior is but for whatever reason chooses not to practice it. The solution is to get the entire company involved in developing a “Standards of Behavior” contract.
This document can address any and all aspects of behavior at work: from how we interact with clients and customers to the nitty-gritty of how we behave toward leaders and coworkers. If we can’t help a customer do we find someone who can? Do we complain about problems or do we work to fix them? Do we come to meetings on time? Do we talk too loudly on the phone? Do we pitch in when a coworker needs help? All of these behaviors—and many others—can be spelled out and standardized.
If this seems extreme, consider just how important workplace behavior is. I find that when people are on their best behavior they communicate more clearly, ...