Unless you start doing “it” today, all the quality checks in the world won’t save your company from a major stumble. As a quality manager, I like to imagine that if everybody does their job and quality is high at every stage in the production process, I’ll enjoy a smooth operation and get satisfied customers as a result. But experience has taught me that a mean spirit can infect and poison the work place when people don’t watch what they say.

Mean comments by coworkers about managers, snide asides about other employees, managers who gossip about recently terminated employees, supervisors who don’t communicate managements intentions, unnecessary secrets, and people who just won’t listen are all examples of “wrong speech.” When you take a few sturdy seeds of discontent here, and add a bit of angry manure over there, pretty soon you have the good workers quitting, everyone gossiping and such an uproar that the work starts to suffer.

What to do about it? You start by setting a good example. You will see things start to change when you only communicate in a spirit of cooperation and good will, and when you refuse to tell secrets about others or keep secrets about yourself. You will find people much more willing to work with you when you show you care by listening without judging, by asking about their needs and by following up on your requests in a simple, clear and straight forward manor. When you are impeccable in your speech, your team will learn to trust you, follow you, and work toward making a quality product once again.

About the Author Rodney Robbins is a long time quality and safety professional with experience in manufacturing, entertainment and restaurant management. You can read his blog and check out his new audio CD "Save $15,000 Creating a Restaurant Quality Management System that PAYS" at http://www.lulu.com/qualitydining. You'll need to register and become a Lulu.com member to place an order, but Rodney's blog is free.

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