A White Paper: Profiting with Kindness

In 2002, there wasn't much interest for Kindnessprogress, replacing them instead with an
in business, and some business people wouldinnovative model call "Gross National Happiness"
question, "What does kindness have to do withWhile GNH isn't something that can be charted or
business, anyway?" Is this a for real question orranked, Bhutan's concept embraces everything
just to prove a point? Or perhaps they couldn'tfrom protecting natural resources to promoting a
figure out what being kind really had to do withstrong national culture and ensuring democratic
business. Or perhaps the word was a jargongovernance - goals that help create a foundation
word, an unfamiliar language.If you look at theof happiness for citizens.Bhutan is a very rare
Customer Service or the People Departments ofexample, probably the only example in the world,
companies, one would think that using kind words,a country that has built happiness into the center
sympathetic listening, compassion, showing regard,of its development strategy "says Ron Coleman,
being respectful, controlling one's temper, notDirector of GPI Atlantic, a Canadian nonprofit
yelling at the customer or employee would figureresearch organization that studies the quality of
into the equation of kindness.Now, if you were tolife. They are sacrificing short-term income for
search the Internet now for Kindness, you wouldlong-term social health."The World Value Survey, a
find 50+pages on this one word. At the verygroup of international social scientists, released a
beginning you would find the people who broughtreport last year that ranked happiness by
this 'idea' of kindness on to the market, andcountry. The study, which analyzes the impact of
saying that we can actually profit from having orvalues and beliefs on political and social life. The
using kindness in our businesses. WOW!FactAfrican country of Nigeria is the happiest in the
one:Olivia McIvor a HR Professional joined Canadaworld, the U.S. came in at 16. (Where does that
Trust, where she went to work by putting theleave the rest of us?)The Master Plan was
'human' back into human resources. As the bankformalized in 1998, the pillars was sustainable
was dealing with large volumes of robberies andeconomic development, conservation of the
critical accidents each year she saw that it wasenvironment, the promotion of national culture and
imperative that the HR team was well trained. Agood governance, create conditions for happiness
comprehensive anti-violence campaign not onlywith reasonable success.Since 1985, life
met, but also far exceeded the WCBexpectancy has improved from 48 years to 66
requirements.The Canada Trust Example 1999Inyears. Infant mortality dropped from 142 deaths
October Canada Trust CT celebrated their firstper thousand to 61. The literacy rate has climbed
Kindness to Kolleague Week. Her first step wasfrom 23% to 54% of the population, the
to become very clear about her values and thecountries 1st University was inaugurated in 2003.
outcome and where she wanted to see theHealth facilities rose from 65 in 1985 to 155
organization in 2-5 years. Her vision was to see antoday.GDP rose about 45%, moving from $445
organization where heart and soul is infusedmillion in 1999 to $645 million in 2003.Bhutan is no
throughout the organization. There is a sense thatutopia, they experience traffic jams at rush
our corporate soul has been awakened.Herhours, strains from rapid growth they have
challenges were to overcome, like using the wordacquired a huge population boom since the 1960's
Kindness in the business environment. Kindnessbecause of the increased health care. Bhutan is
takes respect and integrity to the next level- intoone of the best places to raise a child, free
action. It is a paradigm shift.Olivia approached hermedical care and education.Kindness does create
PR Manager, the Sr. Regional VP and our RetailHappiness...Fact SevenSears Roebuck proved that
Marketing Manager; they were all responsive andthey earned $200 million extra in 1997 as a result
positive. In light with the merger with TD -of improving employee satisfaction by 4%. They
Toronto Dominion they needed to pull everyonepaved the way for us to capture the true costs
together as a team. Kindness is a very tangibleof poor well-being.Fact EightCompassion seen
and actionable way to bring people together. SheCreating Loyalty
also wrote to every Branch Manager andVirginia Galt reports - Unkind and heartless
received a 99% buy-in from them. We foundbosses prompt employee departuresProfessors
ways to link kindness with existing initiatives, likeFrost and Dutton advise managers that actions
the Black Diamond Award, Healthy Livingspeak louder than words, even if the gesture is a
Programs and Gallup Opinion Survey and oursimple as cooking a pot roast for a terminally ill
Community service initiatives. The support of theemployee and his family. That's what a Sr. VP of
seniorCisco Systems Inc., of San Jose, California
managers helped Professionalize the program anddid.Benjamin Group a Silicon Valley based PR firm,
the managers helped executed the initiatives.(Thedemonstrates its value by taking a stand on how
Black Diamond Award was just for upperemployee are treated not only by their colleagues
management, this time it was open to alland mangers by also by their customers, suppliers
employees.)Olivia commenced immediately toand other business partners. The company
work on rolling it out with 72 branches andrefuses to do business with clients who are
approximately 20,000 employees. Her handbook isabusive to their employees and a few years ago
the result of the successes and learning thatdropped a million-dollar account at the time it was
resulted over five months that it took toworth 20% of their annual business."Employees
implement the program.The Kindness towere startled that the firm would go so far as
Kolleagues concept was a comprehensivethat, however they were energized, too. Inspired
retention tool that effectively communicated andby the PR company care abut their will being,
was reinforced with employees, that CT was athey worked extra hard to bring in new
great place to work.In 2001, TD Trust receivedclients."Fact Nine"Business will stay and continue to
the Marketer of the year award, I just wonder ifstay where it is appreciated and valued."
the Kindness program helped them to win theUnknown"One kind act by one kind person is the
award? No, doubt in my mind.Do you think theykind of action that shows kindred spirits how
profited from Kindness?Fact Two:Are youkindness can rekindle our oneness."By Brock
Profiting from Rudeness and BadTully"Kindness is the glue that sticks us
Manners?"Rudeness is increasingly common in ourtogether...Use it generously."By Mari-lyn Hudson"It's
workplace and it's taking a toll on employeea damn shame that companies don't recognize
happiness, customer satisfaction and even thethe simplicity of the kindness can do. We would
bottom line.. We have come more competent inrather have packaged under another name to be
dealing with software and we have lost ground indifficult and expensive.
dealing with human-ware. It's about treatingBy Chris Sheback of ORMED, Edmonton."The
co-workers, subordinates and customers withvital importance of Kindness that in the midst of
respect and consideration"global crisis kindness is too easily dismissed as a
Says: Giovinella Gonthier co-author of Rudesoft issue or a luxury to be addressed after the
Awakenings: overcoming the Civility Crisis in theurgent problems are solved. Kindness is the
Workplace.Fact ThreeCanada ranks 4th out of 32greatest need in all our global concerns."
countries world-wide for workplace violence.By Bo Lozoff the Human Kindness
Stress is the biggest cause. Says: InternationalFoundationFact TenSites speak for themselves:
Labour Organization -A study was completed in
1998. The study was done again in 1990 the
same results showed up.Fact FourDid you know
that.."Organizations in which employees perceive
higher levels of virtuousness have a significantly
higher profit margins? Not only revenue and
profits are up, but employees are more
productive, morale is higher, employee turnover is
lower and customers are more loyal. Companies
can now cash in on Kindness, up to a 15% return.
It's amazing companies that invest in humanof Kindness- It all began in the Egyptian times...-
capital are creating economic capital."A Study wasIn the early 80's by Anne Herbert who coined the
done by a UM researcher, estimates a 15%phrase "Practice Random Kindness and Senseless
increased value in companies with 'virtuousness.'Acts of Beauty" she got tired of hearing about
Written by Richard Morin of the Washington Postviolence in the news.- In 1993, Conair Press
- October 2003Cameron and his researchpublished a book "Random Acts of Kindness" they
colleagues, David Bright of Case Westernasked for people to join the Kindness Revolution
Reserve University and Arran Caza of thewithin six months they received 13,000 letters
University of Michigan, first did case studies offrom people that wanted to join.- Since then the
companies with national reputations for beingKindness movement has grown to over 500
kinder and gentler, including Griffin Hospital incommunities in the USA and Canada. In 1997, the
Derby, Conn. And CH2M Hill a Denver-basedWorld Kindness Movement was formed thus
engineering and construction firm currently ratedNovember 13, was declared as World Kindness
by Fortune magazine as one of the top 100Day.- In 1996, a Kindness Committee was formed
companies to work for. They made it tough, asby Debbie Riopel and Colleen Ring (two sisters)
they sought out organizations that hadbecause of an act of violence. A blotched robbery
experienced downsizing in the past 5 years.Readturned into murder. Mayor Bill Smith proclaimed
more....Fact FiveSoul Graffiti Encouragesthe second week in February as RAK week in
Performing KindnessEdmonton.- North America celebrates Kindness
Laura Lacy a staff writer for The Daily BeaconWeek from November 9 - 14th, World Kindness
OnlineIn March 2003, founder and CEO JoeDay is November 13, which is proclaimed by the
Powers turned promoting kindness into a career.World Kindness Foundation, in Singapore.- The
"Kindness is something everyone, even themovie "Pay it Forward" was made.- In 2001,
meanest people you know, deserve, "AshleyEdmonton's first Kindness Conference and the
Overton, a sophomore in cinema studies, said"SoulKindness Awards were formed. Actually, the first
Graffiti is "the conscious act of performingfor Canada. They received nominations from all
kindness to another soul, resulting in leaving anacross Canada for the awards. Ten Awards were
everlasting imprint on another's life." Their websitegiven out to nominees.Written and researched by
has received as many as 55,000 hits in one dayMari-Lyn Hudson Managing Director of Was
and has seen visitor from nearly 35 countries.Factreasearched and written by Mari-Lyn Hudson of
SixA Wealth of HappinessHeart@Work We would like to hear about your
By Karen Mazurkewich a staff reporter of thestories and facts about Kindness in your life.
Wall Street Journal Oct. 8, 2004This story takesPlease email us at: Or contact us: Toll Free
place in Thimphu, Bhutan where the government1-866-667-0166. Thank you.
threw out the usual indicators of measuring