By ANITA BRUZZESE
Gannett News Service

How is it that intelligent, hard-working, dedicated employees can participate in cruel, nasty, demoralizing office gossip?

It happens more and more frequently in today's working world.

"Americans have become more passionate and productive, and because we've become so committed to work we spend more time there," said Arky Ciancutti, founder of The Learning Center and an expert on working relationships.

"That passion is an asset because it leads to new ideas, but it also can be a liability because it leads to trash talking, toxic gossip and griping," he added.

He said managers are often uncomfortable with such emotions in the workplace, and may unwisely ignore the problem.

But gossip can undermine workplace morale, affect productivity and lead to bottom-line problems.

If workers are not taught by management to effectively handle difficult interpersonal relationships in the workplace, then it could affect an employee's creativity and commitment on the job.

Here are ways to turn negative communication in the workplace into positive change:

•  Assess the talker's intentions. Does the speaker want to merely "vent" or to brainstorm?

•  Decide whether to listen. You don't have to. But if you do, let the speaker know you'd like to be supportive by serving as a sounding board.

•  If you decline to listen, offer an alternative. By not fanning the flames, you help to neutralize the speaker's negativity. On the other hand, it's important to acknowledge the speaker's feelings. Try to find someone other than yourself who might be better suited to the task.

•  ‚Look for privacy. Sit down in a place where others won't overhear you and show you take the speaker seriously.

•  Position the conversation. Stay calm, listen without taking sides and don't take on the problem yourself.

•  Review the important points. By repeating the key elements, you want to make sure you are accurate.

•  Offer some options. Once you've heard the speaker's side of a story, ask if this person would like further help. Offer some help such as advice, intervention or more listening.

•  Ask for input. Let the speaker offer some advice about what should be done. By giving the speaker a chance to give an opinion, this person feels more empowered.

•  Follow up. Set up a reasonable time frame for the issue to be taken care of to establish a positive incentive and a reasonable goal.

•  Let go. Once the issue has been dealt with, put it behind you. If you dwell on it, then you become part of the problem. If anyone else has become involved, let them know it has been resolved so they can also move on.

Ciancutti, author of Built on Trust: Gaining Competitive Advantage in Any Organization (Contemporary Books, $24.95) with Thomas Steding, said toxic gossip cannot be eliminated overnight since it is often directly related to employees lacking trust in their company. He said it may take from 12 to 18 months for the hallways to clear of nasty comments and feelings.

"The key to this change is that is must come from the top," he said. "Top management has to lead by example. There may be skepticism, but that can be healthy because it forces you to lead by actions. If top leadership is truly committed to empowering employees and helping them deal with emotional issues, then they're going to have to follow through on what they say."

Cianncutti said he has more success getting managers to believe in establishing trust in the workplace and eliminating things such as backbiting when they realize it can affect their competitive advantage.

"I tell them that they can copy technology and they can copy products. But you can't copy a company culture that really gets people to contribute. That's when I get their attention."

For more information, visit www.learningcenter.com.

Write to Anita Bruzzese c/o: Business Editor, Gannett News Service, 1000 Wilson, Blvd., Arlington, Va. 22229-0001. For a reply, include a self-addressed, stamped envelope.