In almost every company, you can find at least one employee who displays a bad attitude. Negative attitudes can poison the entire workplace and decrease morale, motivation, creativity, decision making and productivity. 
A labor-board ruling has confirmed employers may be able to discipline or terminate employees whose conduct toward customers or others causes business disruption. Based on that principle, your company can take several steps to address negative employee attitudes, maintain a positive workplace environment and protect the business.
Focus on Business Disruption
You may wish to ban negative behavior because it affects your company's reputation, but keep the bigger picture in mind. An employee’s negative attitude can affect morale and productivity throughout the company, cause you to lose key employees and turn away customers. That business disruption gives you a legitimate reason to address and prohibit harmful behavior.
Track on Behavior Not Attitude
Attitudes are internal and difficult to measure or discipline, but behavior can be observed and documented. Focus on specific actions and how those actions affect operations when considering corrective steps.
Write a Clear Behavior Policy
To use behavior as a basis for discipline or termination, your employee handbook must include clear language that outlines the exact behavior you will allow. For example: “Our behavior standard requires all employees to maintain a positive work environment through their actions and behavior toward co-workers, management and customers.”
In this example, the emphasis is on teamwork and the employee’s conduct toward the people they work with and for.
Record Specific Problems With the Negative Behavior
Be specific when addressing behavior problems. For instance, did the employee’s behavior halt progress on a project, disrupt a co-worker’s day or cause a customer to leave the store? Document the concrete effects on work and outcomes.
Document Negative Behavior
Always document negative employee behavior in case you need to discipline or terminate the employee. Include details such as who, what, where, when and how so records clearly support any actions you take.
Screen Potential Employees
When interviewing candidates, pay attention to how they talk about former employers, co-workers and clients and how they respond to you and other team members they meet. Their overall disposition, mood and emotion during the interview can indicate how they will act after they join your company.
If your organization runs or sponsors events, consider reviewing appropriate event coverage such as Football Clinic Insurance or Football (Flag/Touch) - Tournament Insurance as part of your risk planning.
Consult Your Attorney and Insurance Agent
While you can include behavior standards in your handbook, be sure your policy meets labor laws and can withstand claims of unlawful termination. Your attorney and insurance agent can help craft language and procedures that protect both your business and employees.
For industry-specific insurance options you can review with your broker, consider policies such as Community Bank Insurance, and if you need coverage details or a policy quote, ask an agent.
Frequently Asked Questions
How do I distinguish attitude from behavior when addressing a problem employee?
Focus on observable actions and their impact on work rather than the employee’s internal feelings; document specific incidents and effects.
What should a behavior policy include?
A clear statement of expected conduct, examples of prohibited behavior, steps for reporting issues and the disciplinary process should be included.
How far should documentation go before termination?
Good documentation shows repeated or serious incidents, corrective steps taken and the employee’s response; that record supports consistent decision-making.
Can an offhand complaint to a customer be cause for discipline?
Yes, if the conduct harms business operations, customers or co-workers, disciplinary action may be justified when supported by policy and documentation.