It's your responsibility You can't directly control the attitudes of everyone under you. But if you accept the fact that you are responsible, regardless, then you can focus on creating a desirable organizational climate. When specific programs like TQM or customer service work, it's because your people buy into them and actually have a change of heart. Too many leaders abdicate their responsibility for morale within their companies. You probably didn't grow up wanting to be a therapist, yet you control much of the psychological climate within your company.
Good morale is contagious.
It's not appropriate to yell and intimidate. You need to work with your people in an atmosphere of respect. Your job is to support them in doing their jobs, which ultimately serves customers. You can't change all the external issues that create stress. But your people will appreciate being heard, respected, and involved, and will respond to your efforts to improve things.