How to Create a Code of Conduct
Creating a code of conduct is possibly the most important thing an organization can do. This exercise defines core values, standardizes practice and generates group integrity. You'll need to assemble a body of colleagues willing to commit to the hard task of defining the essence of what your organization stands for, and allow time for sufficient debate. Although time-consuming, this is a healthy process that can make your organization much stronger in the long run.
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Instructions
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Determine the draft version of the core values of your organization. This is a task for the CEO, president or founder of the organization. Value statements should be simple, like "deliver quality goods" or "stand by our promises." Sometimes these core values are so instinctive that you may have trouble defining them--if that's the case, try thinking of things that you would least like to happen in your organization. If you never want your front-line staff to be rude to customers, for example, then "courtesy" should be part of your value statement.
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Select a representative group of organizational members to participate in a Code of Conduct Drafting Committee. This should be a hand-picked group of people known for their creative skills, personal integrity, and interpersonal skills. If possible, this group should be reflective of various levels of employees in your organization, from customer service representatives to middle managers to executives. This is a working committee, and should not include more than 10 people.
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Convene a meeting of the Code of Conduct Drafting Committee to evaluate and brainstorm further the draft version of the value statements, and develop a more formal draft Core Values statement. Schedule long blocks of time--perhaps entire mornings, or even a weekend retreat--to allow for sustained discussion. Ideally, the Core Values statement should have a brief preamble, followed by several bullet points describing the things that are most meaningful to your organization and its culture.
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Create focus groups at various levels in your organization to discuss the draft Core Values statement. These are small groups of four to 10 people representing various constituencies in your organization or customer base, who are invited to comment on this work in progress. Ask them to make sure the statements are accurate reflections of organizational culture, and not just empty platitudes. Welcome suggestions from them about any core values that may have been overlooked. Be sure that at least one member of the Code of Conduct Drafting Committee participates in each of these focus group discussions.
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Reconvene the Code of Conduct Drafting Committee to evaluate the feedback from the focus groups and create a final Core Values Statement. This document should be short and easy to summarize, if not memorize. See the References for some examples.
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Translate the Core Values into the Code of Conduct for your organization. The two documents should be intimately related. If your Core Values include, for example, "respect," the Code of Conduct should include specific behaviors, such as "Treat all customers with dignity." Everything in your Code of Conduct (and more generally, in your entire organization) should be related to your Core Values.
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Compare your Core Values Statement and your draft Code of Conduct with those of organizations similar to your own. Check their websites and printed material--you may find you have missed some very important elements in your own Code.
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Disseminate and publicize the Core Values Statement and the Code of Conduct throughout your organization. The organization website is an excellent place to start, and it can be printed in brochure and poster format for distribution in hard copy.
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Tips & Warnings
The key issue is buy-in--be sure that all constituencies in your organization have a legitimate voice in creating the Code of Conduct.
Codes of Conduct must be short--ideally, limited to a single page of text--and sufficiently general to allow application to a wide variety of situations.
References
Resources
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