Counterproductive work behaviors (CWBs) are behaviors intended to harm organizations and their stakeholders. CWBs – including theft, harassment, sabotage, disrespect, anti-diversity, illicit alcohol and drug use, and misuse of resources – have all been tapped as having considerable impact on bottom-line success. The welfare of organizations operating in highly regulated industries, such as food-service, airlines and transportation, manufacturing, and healthcare, can be severely impacted when employees engage in such behaviors. In fact, it has been estimated that employee theft alone costs the service sector more than $20B annually.
Fostering a positive work environment and culture that promotes ethical behavior can significantly reduce the incidence of these detrimental activities. Incorporating assessments that evaluate a candidate's ability to handle stress and maintain composure under pressure can further refine the hiring process, ensuring that your customer service team is not only skilled, but also resilient. This approach helps in creating a workforce that not only meets the technical requirements of the job but also embodies the emotional intelligence to foster positive customer interactions, even in challenging situations.
What can be done to combat the prevalence of these negative behaviors, which often make employee retention difficult, if not impossible? You will learn the answer to this question and more in our whitepaper, including: