Writing policy is one of the most important parts of any company’s operations. After all, it forms the basis for all the other policies that the business writes – such as procedure manuals and procedure reviews – and it provides a reference point for employees when dealing with customers. A poorly written policy can even become a legal liability, so it’s critical that you put in the time to write the perfect one.
The Importance Of A Policy Manual
A good policy manual isn’t just a book of policies. It’s also a living document that employees can refer to when needed, a handbook that customers can refer to when dealing with the company, and a set of guidelines that can be used to educate others on how the company operates and how they can best engage with the business.
In today’s digital world, the importance of having a good manual is even more critical. After all, policies and procedures can be extremely challenging to keep up with as you grow, and it’s far easier to create a set of digital guidelines than to constantly update them manually.
The Anatomy Of A Policy
A policy is a set of guidelines or rules that govern the company’s behavior. The guidelines should be stated clearly and simply, and they should be easy enough for anyone to understand (even if they aren’t lawyers).
Typically, a policy is composed of three elements:
- A statement of the policy’s goal,
- An explanation of how the policy is going to be implemented, and
- A procedure for resolving disputes or ambiguities concerning the policy.
The Difference Between A Procedure And A Policy
A procedure is a step-by-step guideline for solving a specific type of problem. For example, you may have a procedure for approving expense reports or for ordering supplies. Procedures are usually written in plain English and can be followed without much thought (although they may not be very creative).
Policies, on the other hand, are generally higher level goals for the company. For example, you may have a policy that demands all products be sold at cost or a policy that demands employees be treated with respect at all times.
The main difference between a procedure and a policy is that the first one is usually only applied to a single area of the business, while the second affects the entire company. For example, an ordering procedure may state that all products must be sold at cost, but this may not be a policy applied to all employees or all areas of the business.
How To Write A Policy That Stands The Test Of Time
You may be wondering how you go about writing a policy that will stand the test of time. There are several keys to doing this, and you need to keep in mind the fact that you’re writing this for your company (and its employees) so it needs to reflect their unique perspective. Here are some tips for making your policy more effective.
1. Be Objective
If you want your employees to respect your policy and you want customers to respect your business, then you need to write an objective policy. An objective policy doesn’t simply state what the policy is; it also states what the policy isn’t. For example, you may write that your policy does not apply to employees’ personal lives and relationships, or you may write that you will not tolerate bullying or harassment of any kind. Being objective about a policy is the first step to writing a successful one. It shows that you’re attempting to solve a specific type of problem and that you’re not simply making up rules as you go along.
2. Be Action Oriented
People want to work for a business they believe will take concrete action on the policies that are written. You can use this desire to strengthen your position by writing a policy that is followed through with. Customers expect this as well, and it shows that you’re serious about adhering to the guidelines that you’ve established. While it may be difficult to write down all the specifics of what your policy is going to entail, make sure that everything is addressed in some way. This also makes your policy much better suited for digital format, where it’s easy to highlight what needs to be done and how it’s going to be done. Your employees will thank you for this approach and so will your customers.
3. Be As Detailed As Possible
You want your employees to have everything they need to know in order to do their jobs effectively and your customers to feel confident that their needs will be met. In order to achieve this, your policy should be as detailed as possible. There are several tips that can help you write the perfect policy, and one of them is to make notes of any ambiguities or gaps in your policies (discussions with legal advisors may be necessary to determine what these gaps are). Another tip is to think of what would help your customers the most and work backwards from there. For example, if you know that a certain type of customer is likely to have a complaint, you may decide that it would be best to address this issue specifically in your policy.
4. Use Common Sense
In the same way that you need to be objective about your policy, you also need to be practical about it. You can’t expect employees to follow a policy that doesn’t make sense or seems arbitrary, so it’s important that you apply some common sense to the guidelines that you write. For example, it may be a good idea to require all employees to have a photo ID badge with them at all times, but this may be too much for some businesses. You also need to determine why you’ve decided to establish this rule (maybe it’s to stop cash theft or ensure that everyone feels safe and comfortable in the workplace). This type of common sense approach helps make your policy more effective, and it also helps keep it simple. Remember, your employees (and your customers) will only have the best intentions, but sometimes even the best of intentions can lead to trouble.
In order to ensure that your legal position is solid and that you’re following the right procedures, you may also want to consider getting legal advice for your business (this is particularly helpful if you’re unsure of what specific issues may arise from your policy).
The Art Of Negotiation
You may find that, even after you’ve written your perfect policy, dealing with employees who don’t agree to its terms is still a common occurrence. In these cases, it’s important to learn how to negotiate. Most businesses (especially large ones) have a Human Resources department or equivalent that handles issues concerning employee-management relations, so it’s definitely something that you can learn from them. Below, we’ve outlined some tips on how to negotiate with your employees in a way that will ensure that you’re both coming from a position of mutual respect and understanding:
Be A Realistic Barometer
Even if your goal is to write a perfect policy, you need to remember that there will always be something that you haven’t thought of. Everyone is a bit different, and your perfect policy may need to be a little adjusted as a result. Instead of focusing on what you didn’t include in the policy and feeling frustrated, take this as a sign that your policy is not yet complete and that you must add more. Instead of looking at what you didn’t write in the policy and believing that it’s a mistake, use this as a sign that you’re trying to be innovative and that you want to include as many specifics as possible. Your idea may not be perfect, but it will still make a valuable contribution and can help your business grow and develop. Plus, in case you really do hit upon something that is completely new and innovative, then you can always go back and cite your original idea in the policy.
Maintain A Healthy Work Environment
A good negotiating strategy is to think of the negotiations from the employee’s point of view first (this is known as the ‘their-end-of-the-purchase-process perspective’ or ‘TEPP’ for short). If you’re able to maintain a healthy employer-employee relationship, even during the negotiation process, then this will serve you well in the long run. Your employees tend to be your business’s greatest asset, and it’s important to ensure that they remain confident in their decisions to stay with your company. This is even more important if you’re negotiating over a critical matter (for example, if you’re negotiating for a significant pay rise, then this might be considered a ‘critical matter’).