12 steps executives can take to hold toxicity at bay and put good karma into the universe
TL;DR: Pandemic stress-related toxic communication can creep into your customer communication. Don’t let it! Set the example, nip toxicity in the bud, protect your team from incoming, build in rest, celebrate the good stuff, and codify that positive voice in your company styleguide.
As we think about healthy communication at work, we’re reminded of the saga of Away. The direct-to-consumer luggage company experienced such massive growth that it couldn’t keep up with demand. As customer requests piled up despite the customer service team’s 16-hour workdays and canceled vacations, executives blamed the team for not keeping up. They reportedly became so toxic that the team virtually imploded, service quality plummeted, and the story unfolded in an unflattering media exposé.
This moment finds us with a different kind of anxiety. Pandemic-related stress is at an…