Scan the newspaper headlines, or switch on cable news for a few minutes, and it’s easy to conclude that we are living through harsh, mean, divisive times. But a recent column in the Washington Post reminded me of a truth that is even easier to overlook: Just as bad behavior tends to spread, so too does good behavior. Kindness, it turns out, is contagious. The column highlighted the work of Stanford psychologist Jamil Zaki, who documents what he calls “positive conformity.” In his research, “participants who believed others were more generous became more generous themselves.” This suggests that “kindness is contagious, and that it can cascade across people, taking on new forms along the way.”
Zaki’s insight is vital for improving society, but it applies to companies too. Almost every leader I know wants his or her colleagues to go above and beyond normal standards of service, to impress customers with their kindness. Many of these leaders also believe that achieving this goal is largely a matter of policies and procedures — kindness as a directive. Actually, the way to unleash kindness in your organization is to treat it like a contagion, and to create the conditions under which everybody catches it.
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