Q. A few weeks ago, you covered the topic of cynicism in the workplace. I understand how cynicism can sometimes demoralize a company. But aren’t there times when cynicism is healthy for an organization’s growth? —Betsy H.

A. You bet. And astute managers are wise enough to spot cynical comments as red flags that something is wrong—and it needs to be fixed. Writing in the Alexander Hamilton Institute’s Soapbox (www.ahipubs.com) Assistant Editor Meghan Knierim-Fatras says that what most people don't seem to realize is that some cynicism can actually help a company. For example:

• Having cynics on a team will help bring about different ways of seeing things,

which can help re-shape old ideas and ignite new ones.

• Cynics can play devil's advocate, getting co-workers and management alike to

question traditional procedures and systems, which in turn could lead to better and

more innovative ways of getting tasks done.

• Listening to cynics will tell you what might be on the mind of other, less vocal,

employees. Cynical employees may be the loudest when something isn't working

right or is hindering job performance. But they may also represent majority

thinking.

Several years ago, one of the nation’s largest banks decided it had to downsize more than 800 people. HR executives looked at performance appraisals and earmarked any employee who got a “3” rating or less (out of 5). From this list they further identified employees who had been evaluated “disruptive… biased… cynical…unsupportive… not a team player…obstinate…opinionated...” These were the employees they “downsized.” It took about a year to realize that the employees who were branded with these negative ratings were actually the innovators, the “movers and shakers,” the driving agents for change within the bank. They seemed cynical and unsupportive because they spotted things that needed to be changed—and spoke up about them—vigorously. So what the bank had left were the employees who never made waves —largely because they were deadwood, and played everything “safe.” They figured out what managers wanted, and just agreed with them. It took several years to attract and hire talented, independent thinkers to help the bank grow again. Tough lesson.

Change Your Management Style

Knierim-Fatras suggests that cynical employees are rarely born; rather, they are made. She explains, “A study conducted by Ohio State University showed that managers tended to foster cynicism. Factors such as perceived effectiveness of supervisors were related more closely to workplace cynicism and management bungling than personality traits of co-workers. If the OSU study holds water, having a workplace flooded with cynical views should cause managers to take a step back and look at their managerial style. Smart companies use any discovered cynicism to improve an environment so that cynicism can't thrive:

• Try to set aside your own perceptions and adopt others' points of view, at least in the

short-term. Keep in mind that individual employees look at situations differently and might

not see or do things the same way you would.

• Admit to mistakes you, or the company, have made. Always give truthful explanations.

Trying to hide or cover up situations will just lead employees to come up with their own

explanations, which may end up being worse than what's actually happened.

• Allow employees to participate in, and follow through on, company plans. Employees tend

to complain less when they feel their ideas are being taken seriously and implemented.

• Communicate what is going on in other departments. Keep employees informed and

they’ll be less likely to spread rumors and make assumptions—two things that often lead

to a cynical attitude.

• Announce department and company successes, especially successful changes, no matter

how small. Many managers shy away from publicizing successes they see as minor or

slow. But saying nothing at all could lead employees to feel there has been no

improvement or attempts at change.

Rot from The Top?

John Wanous, the study's co-author and an OSU management and human resources professor, noted: “The pet theory we heard from plant managers was that a rotten core of employees with bad attitudes caused workplace cynicism. But that's not what we found. It wasn't bad apples that caused problems at the company. The problem was that management spoiled the fruit.”

So how can managers combat workplace cynicism? Be up front about the need for change, no matter how minor the alterations may seem, Wanous says. “To outsiders, a pilot maintenance program that was tested at an auto plant may have seemed like a baby step, but it showed workers that their bosses were trying to improve operations, Sometimes managers may be embarrassed because the improvements seem slow in coming. But if you say nothing, workers are only going to assume that nothing has changed or that things have actually gotten worse.