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Soft Skills For Hard Times: Cultivating A Gratitude Attitude at Work

November 19 2009


Thanksgiving is the one holiday where Americans get to take a break from the daily grind and reflect on their blessings, both at home and at work. This year, though, leading up to the big day, my thoughts have been revolving more around how I am going to squeeze a 25-pound bird, stuffing, rolls, green beans, and a sweet potato casserole into one oven! At least that’s what I was thinking about until last weekend, when I decided I’d been doing more than my share of grumbling about the state of the world (unemployment at 10.2%, the congressional circus around health care, a retirement portfolio that’s down the drain) and enrolled in a day-long Buddhist retreat, “Awakening Joy.” Finally, I thought, maybe I can stop being such a grouse and get back to what really matters.

During the eight-hour workshop, we weren’t directed to repress reality or the difficulties we each contend with, but rather taught to focus on and appreciate what’s going right in our lives. The retreat leader assured us that reframing our thinking in this way would not only make us feel more positive in general but would also boost our energy levels and make us more productive.

Of course, when I heard him say the words “more productive,” my thoughts turned to the workplace and how companies, by fostering appreciation, could create a more pleasant work environment, bolster employee attitudes, increase productivity, and ultimately improve the bottom line.

Unfortunately, like most other soft skills in the workplace, gratitude is too often dismissed as nice to have but not critical for success. Yet what’s insignificant about a key employee who feels undervalued because you haven’t told her how important she is to the company or a client who doesn’t return your call because you never thanked him for his business?

The traditional currency of workplace appreciation has always been money—or things that money can buy, like big blowout parties for employees or expensive holiday wine baskets for customers. But hello, we are in a recession! Salaries are frozen, bonuses (at least in most industries) are ghosts of the past, and extravagant corporate gifts are so 2006. Thankfully, though, bosses and companies can still express appreciation without spending a dime by cultivating a gratitude attitude.

Despite tight budgets, there are a lot of ways to show appreciation that don’t involve money but will still go a long way toward breathing new life into a bedraggled workforce, increasing productivity, bringing in new business, and improving the company’s bottom line. So this Thanksgiving, before you stuff yourself with turkey and overdose on football, here are some tips for exercising your workplace gratitude muscles:

GREAT CHEESE COMES FROM HAPPY COWS
It’s the California Dairy Association’s opinion that if cows are happy, their milk will make better cheese. Though I’ve never tested the emotional temperature of a bovine, I do know that happy teams—whether in baseball or business—produce better results. A recent BusinessWeek article cited research conducted by Thomas O. Davenport, a principal at the human resource consulting firm Towers Perrin: “Managers have a special power to evoke workplace anxiety, and an equal capacity for helping employees deal with it.” Reading Davenport’s words made me think that we should immediately start expressing more appreciation to our colleagues in ways like these:

  • Give specific positive feedback to colleagues, direct reports, and bosses (yes, even they need strokes) on a regular basis—not just during performance reviews.
  • Leave appreciative voicemails, emails, or text messages—they only take a minute to send.
  • Invite someone who went the extra mile out to lunch—or even for a noon-time walk—and let them know you noticed their efforts.

USE THE MAGIC WORKPLACE WORDS
Your mother taught you to say “please” and “thank you.” Including them in your daily business verbal and written communication will take you far. Hearing please and thank you has become especially delightful and refreshing during these tough times when we are deluged with more work and tighter deadlines. So when an already stretched employee works late nights and weekends to get a project in on time, thank her and acknowledge what she went through to meet the deadline. For example, “I know you had a lot of other projects to juggle when I sprung this on you. I really appreciate that you worked so many extra hours to get it done on time. You’re terrific and you did a great job.”

CREATE A COLLABORATIVE ATMOSPHERE
Seeing yourself and your colleagues as part of a team, instead of as opponents, makes work feel more enjoyable and meaningful, ultimately leading to increased productivity. So when a colleague lands a new account, go out of your way to congratulate him or her. In addition, if you really want to make people feel valued, when colleagues (or anyone in your work sphere, for that matter) talk, make sure you really listen instead of just pretending to pay attention. Be fully present and engaged during conversations—refrain from texting, tweeting, or thinking about the next appointment.

BE GENEROUS WITH YOUR TIME
I know everyone’s stretched really thin right now, but neglecting to get back to employees and colleagues who’ve reached out to you (including the ones who have been let go) is a big mistake. Even if you don’t see how following up will benefit you, the business, or your team, trust me on this one and take a few minutes to respond. Carving out just a little bit of time to respond will show the person that you value them and can lead to opportunities or solutions that were not immediately apparent to you.

GET CREATIVE WITH NON-CASH COMPENSATION
There may not be much cash in the coffer, but time is still a valuable commodity. Allowing employees to telecommute a day or two per week, granting flextime, or offering some extra paid time off can do wonders for overall productivity and morale—especially when year-end bonuses aren’t forthcoming. If you are in a position to give your staff the gift of time this holiday season, consider doing so. If you are an employee who is feeling stressed at work or under-appreciated due to shrinking company resources, ask your boss to consider a non-cash compensation option.

BACK TO THE BUDDHISTS
The leader of the retreat I attended shared a story about his elderly mother. Although she had been blessed with a thriving family and successful career, her attitude was consistently negative and pessimistic. During his childhood, he oscillated between annoyance and compassion toward her. But then, over the last few years, as she started calling him quite frequently to complain about the aches and pains that come from aging, he decided to try an experiment using Buddhist teachings. After an especially negative conversation, he proposed that from now on she follow every negative comment with a comment of gratitude. He didn’t think she’d consent to his suggestion, but was pleasantly surprised when she agreed (albeit somewhat reluctantly) to try the proposed exercise. Shortly thereafter, he began noticing that the content of their phone calls was much different. His mother’s attitude and outlook had shifted. Her complaints became fewer, and when she did complain, she followed up immediately with something she was grateful for. I challenge you to take on the spirit of this exercise in your professional life. Each day, write down a few things that you are grateful for at work. Soon you’ll be experiencing that energy boost and increase in productivity I mentioned earlier—just in time to combat the tryptophan drowsiness that inevitably kicks in after eating too much turkey.

 

You may have seen Peggy Klaus on Nightline, the Today Show, and 20/20 or read her advice in the Wall Street Journal, Fortune, Newsweek, The New York Times, BusinessWeek, and O magazine. Author of BRAG! The Art of Tooting Your Own Horn Without Blowing It and The Hard Truth About Soft Skills: Workplace Lessons Smart People Wish They’d Learned Sooner, she reaches thousands each year through her communication and leadership training programs, keynotes, and executive coaching at leading corporations and organizations worldwide. Her client list reads like a who’s who of Fortune 500 companies, including firms such as JP Morgan Chase, Pacific Gas & Electric Company, Booz Allen Hamilton, The National Football League, and Computer Associates, among others. Klaus has also served as a lecturer at Harvard University; the University of California, Berkeley; and the Wharton School of the University of Pennsylvania. She is based in Berkeley, CA.