Role of Leader in the Creation of a Toxic Work Environment?

What Role Does a Leader Play in the Creation of a Toxic Work Environment?

Max De Pree, strong and long time proponent of Servant Leadership defines leadership as art: “liberating people to do what is required of them in the most effective and humane way possible.” He goes on to say: “the first responsibility of a leader is to define reality. The last is to say thank you. In between the two, the leader must become a servant and a debtor”, he goes on to add “leaders don’t inflict pain; they bear pain.”

Wow, that’s a pretty tall order in the complex, turbulent, and often chaotic workplace of today! Especially when some of the actions required of a leader have the inherent potential to cause toxicity for employees. For example, the implementation of policies such as absenteeism programs, those governing the use of social media in the workplace, and others which may be perceived as “thou shall not edicts” by the staff.

 As leaders we are accountable and responsible for dealing with controversial issues as they arise but are often torn between the need to do what is expected of you by a number of sources such as the organization, constraints of Collective Agreements, and the people who you are charged to lead. An acceptable solution to one person may be considered an unpalatable option to another.  
One leader’s story is that of receiving a complaint lodged by an employee via the Human Resources (HR) Department. The complainant was working within an area where there was a large group of people from an ethnic community who spoke to each other in their own language at all times; using English only when addressed in it by an English speaking person. The complainant who did not speak their language felt excluded and isolated and discriminated against. The leader was informed by the HR Department that they must instruct all staff to speak only English while they were working (they were free to use whatever language they wished on their breaks). An extremely delicate situation for the leader to deal with; and while the actions taken were hailed with appreciation and thanked by some, other employees decried and denounced them – creating a stressful and temporarily toxic situation for the leader and the affected staff!

What are some specific skills that a leader can cultivate and use on a daily basis in their interactions with others to ensure that they are creating and maintaining a positive, supportive environment for others:

• Notice when someone is in distress or pain; read their cues and those of the people that surround them.
• Be aware of the potential effects of the distress. How will it spread to others? What damage can it do if not attended to?
• Talk to them, listen to what they are saying and what they are not saying. In other words, be present!
• Empathize with them and show them that you care.
• Remember the cardinal rule: communicate, communicate, communicate!

Meet your leadership responsibilities by staying the course, being accountable, while dealing with the issue at hand and interacting with everyone in the most humane way possible.