Dealing with Rumors and Gossip

02/27/07

“Gossip,” said Joseph Conrad, “is what no one claims to like, but everybody enjoys.” That’s certainly true in the workplace, where rumors can undermine morale, nurture paranoia, damage reputations, and decrease productivity. Consequently, HR managers must stay tuned to the grapevine and act fast when harmful gossip runs amok.

Some general rules follow.

Mix and Mingle
Rank-and-file workers won’t seek you out; you’ve got to visit their turf often and keep yourself accessible. Without acting like a snoop, drop by the break room each day for a few minutes of small talk and to listen for fresh scuttlebutt. Frequent contact, no matter how brief, helps you cultivate a reputation as a dialed-in manager whom workers can go to for straight answers.

Honesty—Your Greatest Asset
Management guru Robert Townsend said, “When everything else fails, try honesty. It really works!” Granted, you may have to respect higher management’s embargo on some information whether you like it or not. It’s important, however, to relay all the news you’re authorized to share—bad as well as good—when you’re battling a vicious or persistent rumor that’s taken on a life of its own. Doubletalk and half-truths breed suspicion and contempt.

Don’t claim to be omniscient. There’s no shame in admitting you haven’t heard every rumor in the mill. What’s most important is to investigate those that have people upset or on edge and get the facts ASAP. If ranking executives stonewall you or invoke a gag order, acknowledge the situation discreetly without apologizing. (One HR manager’s standard response: “The higher-ups are staying mum about that, so we’re all in the dark. I’ll make sure to tell you as soon as anything breaks.”)

Just the Facts, Ma’am
A flat statement of fact from a trustworthy source is the ideal way to quash a rumor. It’s best to communicate the straight dope to small groups of workers initially, which gives them a chance to ask questions and voice their concerns face to face. Then verify and expand on your oral remarks through other channels, such as memos, e-mails, or bulletin-board postings.

When the rumor mill cranks out some outrageous, disastrous, and patently false piece of fiction, set the record straight immediately in no uncertain terms. If you don’t, workers may interpret your silence as tacit confirmation that it’s true.

In any event, control the urge to speculate about or second-guess higher management’s actions. Relay what you know (or what you’ve been authorized to say) without embellishing.

Get to Know Opinion Leaders
It’s helpful for HR people to identify the biggest rumormongers on the payroll. These folks like to inflate their own importance by relaying juicy gossip and keeping their co-workers on high alert. Without enhancing their dubious status or acknowledging their role as busybodies, make sure they’re among the first to receive accurate information that dispels rampant rumors. This short-circuits their ability to keep the grapevine humming.

In addition, build bridges with the informal leaders on your workforce. A good relationship with them helps to ensure that they’ll bring you into the loop early when potentially harmful rumors start to spread. Use them as credible conduits to send correct information down the chain of command and put destructive gossip to rest.