This article was adapted from Ms. Huling's presentation at the AMS Users Group National Conference, which was held in March in Grapevine, Texas.)

DO THESE workplace scenarios sound familiar? An employee's interpretation of your company's dress policy is inappropriate. A technical assistant is continually late with his work. You observe socializing and personal calls. It's disruptive and bad business. Two employees in your office don't get along. They won't even speak. The air is tense and unpleasant. An employee has an "attitude." She complains that the workload is too heavy, the customer is an interruption and the rating system is hard to use. Her negativity is affecting office morale.

If you're like most managers, these examples do ring a bell. All managers confront challenging situations like these. How they respond can determine the success or failure of an agency. Here are four principles to guide your management practices toward creating a positive, productive workplace.