LYNDA PAPPAS
Owner and Manager
Skin Deep Day Spa, Crampton Hills, Illinois
“There need to be
clear boundaries
within the
workplace to make
sure that disagreements outside of
work are not carried
into the spa.”
to understand the perception of the audience before delivering
the message. Our tone, approach and style can make a huge
difference in our message being a help or a hindrance.” Tackling
negative gossip is important, but tackling it in the wrong way
can make the problem worse.
Take gossipers to task.
Perhaps the single most important method of tackling gossip is
to nip it in the bud before it becomes a major headache. Easier
said than done perhaps, but having a plan in place and being
able to put it into action are crucial steps. Don’t start
wondering how to deal with it when it happens—wonder how
to deal with it before it happens.
“We provide positive encouragement in the on-boarding
procedures. As a part of the hiring process, we communicate to
potential hires that we value reliable and honest teammates
with integrity,” Carroll says, adding that all new hires attend the
spa’s New Teammate Orientation which touches on topics like
sexual harassment and employee behavior guidelines.
Like Carroll, Pappas deals with office drama by ensuring that
team members are aware of the spa’s no-gossip policy. “When
a new employee joins our spa, I have them sign a contract that
includes a commitment to make the spa a no-gossip business,
so everyone is fully aware of the rules from their first day on the
job. I also tell them clearly that if a problem should come up,
they are encouraged to talk to me so that we can resolve the
matter,” she says.
It is also important for managers to set a good example to
staff members when it comes to gossip. “If everyone is working
hard toward a positive company culture, one that gives guests
the kind of welcoming atmosphere they seek in a spa, gossip
should not be a crippling problem,” says Cooper. “By focusing
on the things that we can have a positive impact upon, we can
reduce the impact of anything negative. However, the extra
pressure is on those in management positions to be a model of
and to uphold the company’s values and mission.”
Send out a strong message.
Sending a strong and consistent message that gossip and office
politics are not tolerated helps get the message across to
employees. When it comes to disciplinary actions, it’s
important to communicate them early and clearly. “If a
situation comes to my attention, I call all parties into my office
and we discuss the issue until we reach a resolution. If the
January/February 2016
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