Dear Trusted Advisor

Dear T.A., The managing partner at our firm has decided to change our casual dress code back to business dress Monday through Thursday, with only casual Fridays from September through June (we will resume casual dress the months of July and August). I have a feeling this change will really affect morale. What’s the best way to convey the bad news?
T.B. in HR, Boston

Dear T.B., People love their casual clothing and many feel they are more productive when they dress down. I am of the opposite opinion, and think people act more professionally when they are “dressed the part.” But you probably already knew that!

My advice: deliver the news in a straightforward way, something like, “This fall will bring some changes, including returning to business dress Monday through Thursday. The good news is we will have casual Fridays and can resume business casual during July and August.” Write down exactly what “business dress” means and give everyone a copy. You are obliged to support this decision, and must not join the inevitable whining, crying and gnashing of teeth certain to ensue.

If you find the esprit de corps beginning to sag under the weight of all those neckties, tailored clothes and pairs of closed-toed shoes, ask your managing partner if he will consider allowing one casual day per quarter when people can pay to wear jeans, and donate the money to charity.

In next month's issue: Why Firms Should Rethink Business Casual

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When people ask me what I do, I usually answer, “I bring out the best in people through soft-skills training.” The next question invariably is, “What are soft skills?” Simply put, soft skills include verbal and non-verbal communication, emotional intelligence and empathy. Wikipedia defines soft skills as “the cluster of personality traits, social graces, facility with language, personal habits, friendliness, and optimism that mark people to varying degrees.”

Most jobs require technical, or “hard” skills, necessary to get the job done. For example, a bus driver needs to be able to operate the bus safely, manage the route and collect fares (hard skills). We’ve all been on that bus, however, with the driver who chooses to incorporate friendliness, graciousness and a sense of humor (soft skills), making the ride much more pleasant.

Are the people at your organization just getting the job done with their technical skills, or do they go one step further, handling themselves with confidence while also conveying warmth, kindness and amiability? Is their personal “brand” in step with the image your firm has spent enormous amounts of time and money to establish?

Soft-skills development can do wonders in a number of areas, especially networking and bringing in business. Once upon a time, generating business leads fell to big-time rainmakers and those in the client development department. Today, nearly all employees are expected to build external business relationships that will lead to increased sales. The truth is, people do business with people they like.

To encourage those at your firm to improve their softer side:

Assess and be honest
If you have some folks on board who lack the ability to start a conversation, engage clients, conduct an interview, or handle themselves at the table, let them know. More often than not, people are clueless about their own behavior and how they are perceived. Done with tact and compassion, these conversations have the potential of bringing out the finesse and poise of the Cary Grant or Grace Kelly that lurks within.

Offer help the way they want to receive it
When it comes to improving their soft skills, some people work better with one-on-one coaching while others like being in a group or classroom setting. Still others prefer working on their own with tapes, videos and books. Figure out what works best for the individual and tailor his or her development accordingly.

Recognize positive change
Nothing can compete with a note from the boss saying he or she has noticed a positive change. Encourage those at the top to deliver positive feedback when embarking on a course to improve your employees’ soft skills.