GE Foundation Workplace Skills Program

Module Four
Navigating the Workplace

Participant Booklet

Table of Contents
1. Introduction to Module Four – Navigating the Workplace

2. Workplace Qualities and Skills Employers Want

3. Workplace Qualities and Skills Assessment

4. Hiring Employees

5. Four Generations of Workers

6. The Power and Pitfalls of the Four Generations

 7. The Ideal Workplace

8. The Positive Workplace

9. Challenging Behaviors in the Workplace

10. The Unhealthy Workplace

11. Survival Strategies for an Unhealthy Workplace

12. Trust in the Workplace

13. Why Do We Trust Certain People and Mistrust Others?

14. Building and Losing Trust in the Workplace

15. Two Influential Workplace Groups

16. Cultural Characters

17. Connecting With People Who Have Challenging Behaviors

18. Responding to Challenging Behaviors

19. Summary and Lessons Learned

Introduction to Module Four Navigating

the Workplace

It is very important for young people entering the workforce to understand the social
complexities of the modern day workplace. Obviously workers will need to bring technical skills
to the job and prove that they can do good quality work. As important, they will be expected to
bring people skills to the workplace so that they can help create a productive and satisfying
work environment.

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We know that each workplace develops its own personality, but we also know there are
predictable behavior patterns that can be found in many or most workplaces. For example, you
will typically find yourself engaged with a range of people, many of whom are quite different
from one another. There will be individuals and groups who have power and authority, and
others who want power and authority. Employees will be expected to understand and adapt to
anticipated and unanticipated behaviors of supervisors and teammates. Then, there will be
times when expectations are clear and other times when they are vague or in the grey area. Job
descriptions will be only part of the story, the written expectations. There will be other tasks
and challenges, as well as unwritten expectations, you will need to learn and follow.

There will be groups and individuals who want you to be an ally and give your loyalty to their
agenda. There will likely be older and younger workers, who come from different generations,
with different wants and needs. There will be positive individuals who appreciate what they
have and see the potential in other people. There will also be individuals with challenging
behaviors who are difficult to work with and who always point out what is wrong and who is to
blame.

Learning to navigate your way in the workplace, with the range of individuals and groups, is very
important to one’s sense of wellbeing and professional satisfaction. This module will help you
understand the differences between healthy and unhealthy workplaces, and why trust is so
important. It will introduce you to two influential groups in the workplace who shape what’s
expected from employees, and in many ways these two groups establish the very nature of
work relationships. We will examine the values and attitudes of four different generations of
workers and why their differences may create tensions. Participants will also have an
opportunity to discuss and clarify what is acceptable and unacceptable behavior when they
come to work.

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 Workplace Qualities and Skills Employers Want

Positive Attitude
Attitude is your mental starting point for how you view people and events in your life. Attitude is
a mindset and a choice. It is about how you look forward to the days ahead. A positive attitude
and enthusiasm are critical components for workplace success. People who are upbeat and
demonstrate eagerness to step-up and take on work tasks have an advantage over others who
are viewed as negative or disinterested. Being positive includes recognizing your own strengths
and other people’s strengths and good efforts. Showing interest, initiative, and effort is highly
desired by employers. Individuals with positive attitudes are usually well liked by their co-
workers and are seen as easy to get along with. A cheerful attitude is contagious and brings
positive energy to the workplace.

Team Player
Being a good team player means you do your share of the work, you help the team create
strong relationships, and you keep the team focused on common goals. Good team members
pay attention to both getting the work done and ensuring people have their needs met in the
workplace. They follow group norms for acceptable behavior and help people feel safe and
valued. They support others, they do what they can to resolve conflicts, and they contribute to
good team decision-making and problem solving. Good team players keep others informed and
included and they are prepared to do whatever it takes to ensure the successful completion of
projects. They are trusting, caring, supportive, and respectful. Good team players celebrate
individual and collective achievements. They adapt to change and continually look for ways to
innovate and improve.

Able to Prioritize
An employee in today’s workplace needs to develop the ability to step back and understand
what work needs to be done, then in turn be able to rank work tasks in sequence, from the least
important to the most important. With the number of demands and the amount of

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information, expectations, and responsibilities coming at employees daily, workers need to be
able to make timely and informed decisions about what is a priority and what is not. Everything
is not a priority. The ability to consistently and accurately set priorities is a talent that requires a
combination of industry knowledge, clear thinking, and effective decision-making. Getting
priorities right helps both individuals and teams meet deadlines and achieve performance goals.

Problem Solver
Good problem solvers can gather relevant information about a problem, analyze the data or
information, and begin to generate possible solutions. Employees who solve more problems,
small or large, are more valuable to employers. Things will go wrong at work and these
problems need solutions. Problem solvers can figure out where things have broken down and
come to an understanding of the root cause of a problem. This is a very important skill because
finding the real problem is critical to solving the problem. Seeking input from others and
considering a number of solutions is also important, and good problem solvers typically do this.
They help everyone be more productive and effective in the workplace. Employers value
employees who are problem solvers because they are able and willing to take on challenges by
thinking critically and creatively.

Dedicated
Dedication means you are committed to doing what is necessary to make the company
successful. It means you are conscientious, you pay attention, and you want to do a good job. A
valuable employee shows dedication by consistently performing work tasks at a high level and
exceeding expectations. Having a strong work ethic and sticking with challenges demonstrates
dedication. Being willing to take on any task, as well as ensuring teammates are successful, is
valued by both colleagues and managers. Knowing the company’s goals and working toward
achieving them also demonstrates commitment and loyalty. Always working in the best
interests of the employer is an important quality. Employees who are dedicated need very little
supervision or motivation to do their best and get the job done. Dedicated employees go above
and beyond what is expected.

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Dependable
Dependable means employers can count on you to be consistent and to get the job done.
Setting goals and priorities and organizing their work are things employers expect from
employees. Managing time, energy, and resources in an efficient manner leads to success.
Being accountable for your actions and the actions of your team demonstrates responsibility
and dependability. Dependability also means completing high quality work and meeting
deadlines. Understanding that your work affects others on the team and ensuring you are
contributing your best is critical to your success. Exercising self-discipline to stay focused on the
work is also being responsible and dependable.

Adaptable
Adaptable means you are able to adjust to changes in your circumstances or your environment.
During these rapidly changing times in the workplace employees need to be able to step out of
their comfort zone and do things they have not done before. Mistakes, problems, challenges,
and new priorities require that individuals and teams be flexible and adaptable. Being able to
change direction, adapt to different work hours, and work with a wide variety of people is an
important characteristic in the modern workplace. Learning from mistakes and accepting
feedback, as well as being innovative and resourceful, are part of demonstrating adaptability
and flexibility.

Integrity
Integrity is about standing up and having the courage to do what is right, even though you can
justify doing something else. It means having standards and principles that you follow in your
life and your work. Being trustworthy and truthful is key to having integrity. Doing what you say
you are going to do and being consistent is critical. Employers want employees who tell the
truth, people they can count on to be honest. Keeping commitments and honoring promises is
an important quality that all employers value. Character is the virtue of knowing right from
wrong, and acting in the best interest of the company, despite temptations and pressures.

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Lifelong Learner
Being a lifelong learner means you are open to new ideas and concepts throughout your career
and you take the initiative to seek out learning opportunities. Continuous learning is key to
success and wellbeing in the workplace. Employees who are multi-skilled and those who
continue to learn and improve themselves increase their value for an employer. You need to be
willing to expand your skill set. With the rapid changes in technology, workers need to be
constantly upgrading their knowledge and skills to stay current. They need to be able to learn
and use the latest processes and procedures to complete work effectively and efficiently. A
lifelong learner assesses their strengths and areas for development, they set learning goals, and
they execute a plan to achieve those learning goals.

Resilience
When bad things happen to good people, have you ever wondered why certain individuals fall
apart, while others manage to carry on through the hardships? This is resilience. People who
are resilient are able to face very difficult problems and circumstances in their lives and make
the best of bad situations. They have the ability to bounce back and learn important lessons
from setbacks in life. A person’s ability to be resilient will play a major role in their success in life
and work. It will also have a significant impact on a person’s wellbeing. Typically, people who
are resilient have a good sense of humor and they are able to create a healthy perspective on
what is facing them. They accept reality and don’t waste time bemoaning, “what should be” and
“why me?” Resilient individuals find meaning in hardships and they have strong core values and
beliefs that help them survive and thrive in difficult times.

Workplace Qualities and Skills Assessment

Skill Rating Rationale

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Positive Attitude 1 2 3 4 5 6 7 8 9 10 Always shows a remarkable level of
positivity and optimism, no matter
what challenges arise. Their constant
positive approach greatly boosts the
morale of the team and positively
influences the overall atmosphere at
work, encouraging others to follow
suit. They tackle every challenge with
a proactive and positive mindset,
transforming obstacles into chances
for improvement. The contagious
nature of their optimism plays a key
role in building a stronger, more
motivated team.
Reliably shows good teamwork and
readiness to assist their peers. They
Team Player 1 2 3 4 5 6 7 8 9 10 participate effectively in team
activities, evenly distribute tasks, and
willingly provide support. Their
teamwork positively impacts
collective targets. Nonetheless, there’s
potential to better acknowledge and
adapt to the varying work approaches
of each team member, which could
further boost team cohesion and
efficiency.”
They exhibit outstanding ability to
Ability to sequence tasks by significance and
Prioritize 1 2 3 4 5 6 7 8 9 10 deadlines, adeptly balancing their
workload. Their strategic approach
ensures key projects advance
smoothly, enhancing team
productivity. Although their
prioritization acumen is exceptional,
refining their adaptability to
unforeseen shifts or project
alterations could further elevate their
effectiveness.”
Shows creativity and persistence in
addressing challenges. Is resourceful

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Problem Solver 1 2 3 4 5 6 7 8 9 10 and often comes up with effective
solutions, though occasionally can be
more proactive in seeking input from
others.
Demonstrates a strong commitment
to their work and goes above and
Dedicated 1 2 3 4 5 6 7 8 9 10 beyond to meet objectives.
Occasionally, this dedication leads to
working long hours, risking burnout.
Extremely reliable in completing
tasks on time and meeting
Dependable 1 2 3 4 5 6 7 8 9 10 commitments. Consistently maintains
high-quality work and follows through
on promises.
Usually adapts well to changes and
new challenges but sometimes needs
Adaptable 1 2 3 4 5 6 7 8 9 10 encouragement to venture out of
comfort zones and embrace new
methods.
Exhibits a high level of honesty and
ethical behavior in all actions. Trusted
Integrity 1 2 3 4 5 6 7 8 9 10 by colleagues and management alike.

Shows a significant dedication to

enhancing their abilities and
Lifelong Learner 1 2 3 4 5 6 7 8 9 10 knowledge base. They’re proactive in
identifying and embracing various
educational avenues, from workshops
to hands-on tasks. This keenness to
learn not only keeps them updated
with the latest industry developments
but also motivates their peers to seek
personal and professional growth.
Though their commitment to self-
improvement is commendable, they
could further elevate their
contribution by more actively
disseminating their learnings and
guiding their colleagues, bridging the

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 gap to a perfect score.”
Generally bounces back quickly from
setbacks and maintains focus under
Resilience 1 2 3 4 5 6 7 8 9 10 pressure, but significant challenges
can sometimes temporarily impact
performance.

Hiring Employees
Part A – If you were interviewing applicants for a position with your construction company,
what questions would you ask to determine how they rate on the ten workplace qualities
and skills employers want?

1. Can you tell me about a time when you faced a significant challenge at work? How did
you handle it, and what was your mindset throughout the situation?

2. Describe a project where you had to work closely with others. How did you contribute to
the team, and what was the outcome?

3. Tell me about a time when you had multiple deadlines approaching at the same time.
How did you decide what to work on first?

4. Give me an example of a difficult problem you solved in a previous job. What was the
problem, and how did you approach solving it?

5. Can you discuss a project or task that required a significant amount of effort and
dedication over an extended period? How did you stay motivated?

Part B – How would you demonstrate and present yourself in an interview or during the job
search process to communicate that you have the workplace qualities and skills that
employers want?

1. Demonstrate a positive outlook towards the position and the organization. Express
genuine interest in your previous accomplishments, emphasizing how you addressed
challenges effectively.
2. My approach to time management involves efficiently handling competing deadlines by
prioritizing tasks based on their importance and urgency. By consistently evaluating and
re-evaluating priorities, I ensure that I stay productive and meet key objectives in a

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 timely manner. This method has proven successful in maintaining a high level of
productivity while delivering quality outcomes.

3. I’m thrilled about the opportunity to contribute my expertise across various fields and
support your inquiries effectively. I’ve had the pleasure of collaborating on numerous
successful team projects where my role emphasized teamwork and collective
accomplishment. I’m eager to bring that collaborative spirit and positive outlook to this
position and organization, leveraging my past experiences to address challenges
effectively and contribute positively to the team’s success.
4. I will organize a team meeting to discuss the problem openly, identified the root causes,
and implemented a new communication strategy that included regular check-ins and
clearer task assignments. This initiative resulted in improved collaboration and a more
streamlined workflow, ultimately resolving the communication issues and boosting team
productivity.

5. Over an extended period, my sustained effort contributed to significant advancements

and improvements this commitment to excellence aligns with my approach to any task
or project, and I’m eager to bring that same dedication to contribute positively in this
role.

The Power and Pitfalls of the Four Generations

Working in small groups, identify and discuss the strengths and potential contributions that
each generation can bring to the workplace. Also, identify and discuss potential problems
different generations could create in the workplace.

Generation Contributions Problems

Baby Boomers are known for their Some Baby Boomers may resist new
competitiveness, confidence, and technologies or innovative
self-reliance. They exhibit a strong approaches, preferring traditional
Baby focus on work, often being dedicated methods of [Link] not
Boomers and loyal employees, labeled as universal, there can be a steeper
[Link] using technology, learning curve with new digital tools
they prefer face-to-face interactions or [Link] Baby Boomers retire,
and may avoid conflict. As the there can be a knowledge and
wealthiest generation in the leadership gap if there’s no plan for
workplace, they hold higher-level knowledge transfer.
positions and are actively involved in
choosing their successors due to

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 economic factors.

Gen X Gen X individuals, are known for This generation places a high value
their independence, resourcefulness, on work-life balance, which can
and adaptability. They prioritize sometimes be at odds with
personal freedom and value demanding workplace [Link]
informality, with flexibility being they are often in middle-management
more important than stability. While positions, Gen Xers can feel squeezed
not as entrepreneurial as Gen Z, they by pressures from both senior
take risks and prioritize family and leadership and younger employees,
personal life over their careers. potentially leading to stress.

Gen Y Millennials, or Gen Y individuals, Their desire for flexible work

prioritize connections and are arrangements can sometimes clash
highly tech-savvy, embracing with traditional office
social media. They will dominate [Link] are more likely to
75% of the workforce by 2025 switch jobs frequently in search of
and differ from previous new experiences and opportunities,
generations in their attitudes. which can affect team [Link]
Millennials value meaningful often seek regular feedback and quick
work, workplace flexibility, and advancement, which can create
constant feedback, and they management challenges.
prioritize fun and teamwork.
They are realistic and confident,
expecting to have multiple jobs
throughout their careers.

Gen Z Gen Z are just entering the Raised in an on-demand digital

workforce and are often world, they may expect immediate
entrepreneurial, aiming to work for results and feedback, which can be
themselves in a competitive global challenging in environments where
environment. They are tech-savvy, patience and perseverance are
diverse, and digitally connected, required. Although highly connected
being termed “digital natives” due to digitally, Gen Z may lack some
their comfort with technology. interpersonal communication skills,
Obsessed with social media, they which can affect team dynamics and
share various aspects of their lives client relationships.
online.

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 Four Generations of Workers

There are now four generations of workers in the workplace: Baby Boomers, Gen X, Gen Y, and
Gen Z. Each generation has distinct values, attitudes, expectations, behaviors, and habits.
Understanding the wants, needs, motivational levers, work patterns, work ethics, and
communication styles of other generations will help to eliminate misunderstandings and reduce
the potential for major tensions.

Baby Boomers (born 1945-1964)

• Boomers are competitive, confident, and self-reliant.

• They are very focused on work and for the most part very dedicated and loyal
employees. They have been labeled as workaholics.

• They believe hard work pays off and they are very motivated by perks, titles, prestige,
and money.

• They will work overtime and on weekends. They believe you have to pay your dues to
move ahead.

• They use technology, but not as often and not as effectively or efficiently, as the Gen X
and Y generations. They prefer face-to-face interactions.

• Boomers tend to avoid conflict and may be oversensitive to feedback.

• Boomers are the wealthiest generation in the workplace and are typically in higher-level
positions.

• Because of the economy they are continuing to work, but they are starting to pick their
successors.

Gen X (born 1965-1981)

• This age group is independent, resourceful, and self-sufficient. They are also adaptable
and value informality.

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 • Personal freedom is highly valued by Gen Xers and flexibility is more important than
stability. Although they are not as open to a salary cut in exchange for flexibility.

• They take more risks than Boomers, but are not as entrepreneurial as Gen Zers.

• Family and their personal life is a priority over their job and career.

• They want work/life balance and time to enjoy life.

• Gen Xers work well independently and believe rewards should be based on merit.

• Many in this age group are managing Gen Y employees.

• They feel they have earned their salaries and workplace perks because they have worked
hard at planning for succession.

Gen Y / Millennials (born 1982-1993)

• Millennials thrive on connections with friends, family, and others.

• They are extremely tech-savvy and love social media.

• Gen Yers will account for 75% of the workforce by 2025.

• They largely reject the attitudes of Gen X and the Baby Boomers.

• They are impatient and don’t think in terms of loyalty. They expect to have several jobs
during their working years.

• Meaningful work, where they can make a contribution, is important to them.

• Workplace flexibility is also very important to Gen Yers. They want the freedom to work
where and when they want. They are prepared to give up some salary for flexibility.

• They want feedback and constant attention and recognition.

• Having fun is a priority.

• They thrive on teamwork and collaboration.

• They are realistic and confident.

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Gen Z (born 1994-2010)

• This generation of workers is just getting started in the workplace.

• Gen Zers tend to be entrepreneurial. Their career goal is to work for themselves. They
understand they are entering a highly competitive global world.

• They are tech-savvy, flexible, multi-taskers, tolerant of diversity, and globally connected.

• They don’t know the world without the Internet and sometimes they are called “digital
natives.”

• They are dependent on and very comfortable with technology. They use it for every thing
from shopping, to connecting with friends, to banking, to applying for jobs, and for
dating.

• Gen Zers are obsessed with social media and are using it to put their whole life out there
on Facebook, Instagram, and Twitter. They often share every faucet of their lives online.

• Because Gen Zers are constantly plugged into technology, face-to-face communications is
becoming more of a challenge.

The Ideal Workplace

If this group had the best possible workplace, what would it look like?

1. How would people feel?

Answer:People would feel respected, valued, and understood no matter their age group.
Everyone would feel like they belong, their efforts are recognized, and their needs are taken
care of, creating a sense of purpose.
2. What would people value? What’s most important?
Answer:Flexibility, work-life balance, professional development, and meaningful work would
be highly valued across generations. A culture that promotes transparency, inclusivity, and
recognition would be important to everyone.
3. How are people behaving in an effort to create a positive atmosphere?
Answer: Employees would engage in open communication and show mutual respect for the
diverse perspectives and skills each generation brings to the table. Collaboration and

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 mentorship across generations would be encouraged to foster a learning environment and
innovation.
4. How are supervisors acting in this workplace?
Answer: Supervisors would adapt their leadership styles to meet the varied needs and
preferences of their team members. They would be approachable, supportive, provide clear
communication, and offer personalized feedback and growth opportunities to cater to each
generation’s career aspirations.
5. How do people resolve their conflicts and differences?
Answer: Conflict resolution would involve open, respectful dialogue with a focus on finding
common ground and collaborative solutions. There would be an emphasis on empathy,
understanding different generational perspectives, and leveraging diverse viewpoints for
better decision-making.
6. How do you celebrate your successes?
Answer:Achievements would be celebrated using a mix of traditional methods like awards
and public recognition, along with modern approaches like team gatherings and digital
platforms for wider acknowledgment.
7. What are people most proud of?
Answer: Workers would appreciate a workplace culture that welcomes diversity, fosters
inclusivity, and respects all age groups. They would take pride in their contributions,
mentorship opportunities, and the positive impact they make on society and the
organization.

Our View of the Ideal Workplace

Share your characteristics of an ideal workplace, come to agreements in the small group,
and list your views.

1. Flexible Work -Options to work remotely, choose your hours, or work part-time.
2. Diversity and Inclusion - A welcoming place that respects everyone’s differences.
3. Growth Opportunities - Chances to learn, train, and move up in your career.
4. Open Communication - Easy ways to share ideas and feedback with everyone.
5. Supportive Leaders - Bosses who help, listen, and encourage you to grow.
6. Recognition- Celebrating the good work you and your team do.
7. Work-Life Balance - Enough time off for life outside work and support for
personal needs.
8. Creativity and Innovation- A place that loves new ideas and solving problems
creatively.

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 9. Health Support- Good health benefits and support for staying fit and well.
10. Ethics and Giving Back- Doing business right and helping the community and
environment.
A positive workplace is an environment where:

• workers feel satisfied and motivated

• people are trusted and treated with respect

• employees generally feel optimistic and negativity is discouraged

• there is a sense of teamwork or connectedness among employees

• workers have a voice and they can influence changes

• creativity and innovation are encouraged

• people have common values, yet appreciate diversity and differences

• supervisors provide regular feedback to employees

• workers are recognized for their efforts and accomplishments

• people help one another do good work and meet deadlines

• workers have clear expectations and goals to achieve

• workloads are reasonable

• people are kind and caring towards each other

• workers focus their time and energy on finding solutions to problems

• communication is open, frequent, and clear

The Unhealthy Workplace

An unhealthy workplace can be a very difficult place to work. When you compare a positive
workplace to an unhealthy workplace, they are dramatically different. It is a highly
dysfunctional environment where it is difficult for people to cope and manage their time,
energy, and responsibilities. In an unhealthy workplaces people seek status, compete, become
aggressive, and take advantage of one another. An unhealthy workplace typically has a set of
common characteristics including:

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 • ongoing tensions between people and frequent conflicts

• hidden agendas

• negativity and a sense of heaviness

• a lack of fun and humor

• anxious and stressed workers

• people feeling unsafe

• individuals become inflexible and focus on protecting themselves

• sub-groups develop and undermine co-workers

• competition rules, rather than cooperative

• low morale

• unrealistic expectations and workloads

• a lack of loyalty to one another, the team, and superiors

• pervasive poor communication

• wasted time

• decreased productivity and well-being

• increased confusion and frustration

• a reluctance to take risks

Challenging Behaviors in the Workplace

• Employees and supervisors with challenging behaviors create unhealthy workplaces.

Some challenging behaviors include:

• high control
• manipulation
• bullying
• self-centeredness

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 • meanness

• A person with challenging behaviors demonstrates a pattern of counterproductive work

habits that negatively affects individuals, teams, and the overall workplace.

• They move into our space, demoralize us, and pull motivation away from teams. They
can make us doubt our own competence and decrease our productivity.

• These employees and supervisors can create tensions in a workplace, influencing others’
thoughts and energies, and undermining peoples’ sense of wellbeing.

• Other challenging behaviors include using verbal abuse and sabotaging team efforts.
This often leads to increased job dissatisfaction, a hostile work setting, and low morale.

• This tension and negativity can spread like an infection, and people in the workplace may
not even recognize why the workplace is becoming unhealthy.

• A healthy and positive workplace can become an unhealthy workplace, if these

challenging behaviors are allowed to continue.

Survival Strategies for an Unhealthy Workplace

Individually identify three ways to survive and be successful in an unhealthy workplace.
1. Grow emotional smarts learn to handle stress better, get why others act the way they do,
and react smarter.
2. Make work friends connnect with co-workers who can help and support you when things
get tough.
3. Aim high stay focused on your career dreams, even when the going gets rough, by working
on relevant projects, finding a mentor, or learning new skills.

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As a group share your thoughts and create a group list of strategies for surviving and being
successful in an unhealthy workplace.

1. Boost Emotional Smarts: Get better at handling feelings and understanding why
people do what they do.
2. Create a Support Circle: Team up with colleagues who have your back.
3. Keep Your Eyes on the Prize: Stay focused on your career goals, no matter what.
4. Record Problems: Write down any bad behavior for future reference or complaints.
5. Talk Smart: Use clear, strong words to say what you need without making things
worse.
6. Get Help When Needed: Reach out to HR, counselors, or lawyers if things get really
bad.
7. Take Care of You: Do things that make you feel good and keep stress low.
8. Know Your Limits: Make clear lines for what you will and won’t accept.
9. Have a Backup Plan: Be ready to move on if it’s the best choice for your growth.

Trust in the Workplace

Many experts agree that trust may be the most important element in a work environment.
When trust between people is high it leads to quality work, success, and satisfaction. When
mistrust is high in the work environment people are not successful at achieving their goals and
relationships are very strained.

Trust will grow in the workplace when people:

• believe you care about them and that they can count on you to look out for their
interests

• believe you are truthful and that you will keep your promises

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 • know they can depend on you, that you will deliver on what is expected of you

• know you have the necessary skills and talents, that you can do the work

• know you are transparent, that you don’t have secret agendas

There are dangers in both trusting too little and trusting too much.
English Proverb

Why Do We Trust Certain People and Mistrust Others?

How Do People Earn Our Trust? How Do People Lose Our Trust?

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 People gain our trust through reliability in their People lose our trust by acting unpredictably
behavior and speech, showcasing skills and or not living up to their promises, lacking the
knowledge important to our connection, skills or failing to fulfill their duties, being
maintaining honesty and ethical standards, untruthful or manipulative, overlooking
expressing real concern and comprehension for others’ needs and emotions, and concealing
the emotions and situations of others, and information or not being clear about their
being straightforward about their motives and plans and actions.
deeds.

What do I need to START doing to build

trust?

To start building trust, you need to openly

express your thoughts, plans, and emotions,
make sure your actions reflect your promises,
improve the abilities and knowledge connected
to your responsibilities, try to grasp and
acknowledge the viewpoints of others, and
remember that establishing trust requires time
and steady dedication.

What do I need to STOP doing to avoid

losing trust?

To avoid losing trust, you need to stop dodging

accountability for your actions and errors,
make sure your actions consistently back up

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your words, stop holding back important
details unless confidentiality is needed, respect
the personal and professional boundaries
others have established, and refrain from
making hasty judgments without first collecting
all the relevant information.

Building and Losing Trust in the Workplace

Six Ways to Build Trust

1. Establish and maintain integrity

This means keeping promises and always telling the truth. It also means doing what you
say you will do.

2. Communicate clearly and often

Communication is the lifeblood of a workplace. It enables people to understand other
team members and to solve problems in a timely manner.

3. Treat all people with respect

Everyone needs to feel important and a part of the team. Ask people for their opinions
and ideas, and ensure you are always respectful in your interactions with others.

4. Focus on team goals

Be a good team member. Reinforce the message that we are all in this together, focused
on achieving shared goals. Work to ensure everyone is successful.

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 5. Do what’s right
Follow your instincts and do the right thing, regardless of what may seem to be a
personal risk.

6. Protect what matters

Understand what is really important to people and protect their interests, as much as
possible.

Five Ways to Lose the Trust of Co-Workers

1. Acting and speaking inconsistently

Nothing confuses people faster than inconsistency, for example, saying one thing and
doing another. Engaging in erratic or unpredictable behavior also undermines trust.

2. Focusing on personal benefits

When someone is perceived to be out for himself or herself, rather than focused on
team progress, generally co-workers lose their respect and trust for that person.

3. Withholding information
In the absence of information people often think the worst. Then, rumors start,
uncertainty enters the picture, and trust falls away.

4. Lying and telling half-truths

The bond of trust is quickly broken when people believe they are only getting part of the
story, or they are being deliberately lied to.

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 5. Being close-minded
This means an individual will not consider other points of view or ideas, and is locked
into the mentality “it is my way or the highway.” When this happens communication
breaks down, and eventually this dynamic erodes trust.

Two Influential Workplace Groups

There are two sets of people you are going to meet in any workplace: cultural characters and
people who have challenging behaviors. Cultural characters are key individuals who play a
major role in shaping the expectations and climate of the workplace. People who are
challenging to work with are generally acting in their own self-interest and they are very hard to
connect with.

Cultural Characters

Workplace culture is often defined as the common ways of thinking, behaving, and believing
that members of a group share and expect from one another. Every workplace has a set of
central characters that contribute to reinforcing the culture or workplace rules and values.
These characters define the ways we work together to accomplish our shared goals. These
cultural characters also remind people what is okay and not okay to do in the workplace. It is
helpful to understand your workplace culture, because it will impact your ability to be
connected with others, and your opportunities to be successful.

• Storytellers explain what’s really going on in the workplace through their stories. They
are influential characters who share information about what it takes to get ahead.

• Guardians are worriers who protect what people value in the workplace. They listen to
problems, give solutions, and support people who are struggling.

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 • Whispers have the boss’s ear and they are very loyal. They get things done and they can
often read the boss’s mind.

• Gossips spread news about people quickly, but they don’t always get the news right.
Their messages are intended to strengthen the way things are done around here and
what’s expected of you.

• Brokers are often assistants to the boss or informers who keep superiors tuned into the
truth. They know what’s really going on and they usually have excellent judgment.

• Loyalists are connected to many people and they know who is behind what story. They
usually don’t say a bad word about anyone.

• Partners are a group of two or more who secretly join together to protect their
selfinterest. They also work hard to inform the boss and try to influence others to see the
world as they do.

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 Cultural Characters

What cultural characters have the most influence or power in the workplace? Why?

The cultural characters have the most influence or power in the workplace are the following:
Guardians because they protect the company’s values and history, guiding decisions and
[Link] because they connect people and resources, wielding influence through their
[Link] because they shape the organization’s narratives, influencing culture and
employee engagement.

Which cultural characters would you avoid? Why?

The cultural characters that I would avoid are gossips because they can be informative, they
might spread rumors that can harm workplace relationships and trust. The information they
provide might be biased or inaccurate, leading to misunderstandings and [Link]
because similar to gossips, whispers operate on the fringes, often dealing in half-truths or
confidential information not meant to be shared.

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 Connecting With People Who Have Challenging Behaviors

All workplaces have people who will tax your patience and people skills. These individuals are
focused on getting their own needs met, and they can interfere with you getting your work
done. Their behaviors can take you on an emotional roller coaster, through frustration and
anger, and they can push problems on you that take your energy and time to solve. Left
unchecked, these difficult behaviors can hurt relationships in the workplace.

You will need to learn how to connect with people who:

• are confrontational, angry, and pushy

• identify your weaknesses and work behind your back

• are rude, sarcastic, and try to make others look foolish

• have all the answers

• are quick to agree and slow to deliver

• break commitments and promises

• procrastinate and don’t meet deadlines

• constantly complain about their lives, the workplace, and other people

• are continually negative and always focused on what is wrong

• are judgmental

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 Responding to People with Challenging Behaviors
1. Read the list of challenging behaviors.
2. Decide, as a group, which three of the behaviors listed are the most challenging to deal
with. Develop two strategies for coping with each of the challenging behaviors your
group has chosen.

Challenging Behaviors Strategies for Responding

[Link] to understand sometimes, rude or sarcastic

Are rude, sarcastic, and try behavior stems from underlying issues like stress,
to make others look foolish insecurity, or dissatisfaction. If appropriate, try to
understand where they’re coming from by asking
open-ended questions. This can lead to more
empathetic interactions and potentially resolve
the root cause of their behavior.

[Link] Humor to Deflect appropriately used humor

can defuse tension and redirect the conversation.
This doesn’t mean making a joke of the situation
but rather lightening the mood to steer the
conversation away from negativity or personal
attacks.

1. Practice Active Listening this show that you are

Are confrontational, angry, listening and genuinely trying to understand their
and pushy perspective. Use active listening techniques such as
nodding, summarizing their points, and asking
clarifying questions. This can make the person feel
heard and valued, potentially diffusing their anger.

2. Acknowledge Their Feelings this validate their feelings

without necessarily agreeing with their arguments.
Saying something like, “I can see why you’d feel upset
about this,” helps acknowledge their emotions, which
is often a key step in resolving conflict.

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Break Commitments and [Link] the consequences of their actions by
Promises highlighting specific examples and expressing how it
affects you personally. For instance, you could say, “When
deadlines are missed, it disrupts the project schedule,
and I find myself under pressure to make up for lost
time.”

[Link] to understand the reasons behind their

behavior by asking open-ended questions that encourage
them to share any challenges they may be experiencing.
This approach can uncover obstacles such as conflicting
commitments, personal difficulties, or confusion
regarding expectations.

Summary and Lessons Learned

Notes on Workplace Culture

Dealing with tough behaviors and nurturing a positive workplace boils down to empathy, clear
communication, and accountability. Simplified advice includes being kind yet firm with rudeness,
staying calm and listening during confrontations, and clearly expressing the consequences of
broken promises. Building a good culture involves open dialogue, leading by example,
understanding others, setting clear standards, encouraging growth, celebrating wins, and
addressing problems quickly. A collective commitment to these principles can foster a supportive
and productive work environment.

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 Acceptable and Unacceptable Behaviors in the Workplace

Always Never
Always communicate with respect, actively Never engage in or allow harassment,
listen, and value the perspectives of discrimination, or bullying. Avoid taking risks
colleagues, regardless of their roles. that could harm workplace safety. Don’t
Participate actively in teamwork, be ready to spread rumors or negatively affect someone’s
assist, and willingly share your expertise. reputation. View constructive criticism as a
Uphold professionalism through your chance to improve. Don’t misuse company
behavior, dress code, and how you interact resources for personal benefits. Steer clear of
with others. Aim to meet all deadlines, and if actions or comments that could weaken your
hindered, promptly notify those affected. colleagues’ efforts or integrity. Be receptive to
Observe both personal and professional innovations, new methods, and changes that
boundaries set by peers. Comply with all can advance your team or organization. Honor
organizational policies, ethical standards, and your colleagues’ privacy and protect
legal mandates. Maintain honesty and confidential company data.
transparency in all your dealings and
conversations. Accept responsibility for your
actions, openly acknowledge any errors, and
learn from them.

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