If You Listen To The Whispers....
Last week I had the good fortune of facilitating several Guest Service Magic sessions with a terrific group of people in North California. After one of the sessions a woman approached me and shared that, although issues are brought to management's attention, nothing seems to change. I expressed this team member's concern during our Senior Staff debrief meeting. One Senior Manager's response was to point out that this problem could be said of all organizations. I suggested that, instead of ignoring this team member's concern, they at the very least take the feedback under consideration. I pointed out that if one staff member felt this way many more most likely did. To his credit, the GM asked me the individual's name so he could explore this issue.
Later that day the same Senior Manager got back with me. He confided that management does listen to staff but change takes time, and, although many suggestions are acted upon, staff may not realize the connection between their comments and the actual changes. I suggested that a review of this organizations' communication strategy was necessary.
If team members do share information with management it is imperative that they be kept in the loop regarding their concerns. Whether changes are appropriate or not isn't the issue. The issue is more about team members feeling that they have a voice and play an important role within the organization. It is necessary to let them know they have been heard and keep them abreast of what action is being taken... even if that action is no action. If individuals are not offered the information they seek, they'll begin to draw their own conclusions, and I guarantee the stories they'll begin to tell themselves and each other will not be positive nor supportive. We all know that your team members will talk amongst themselves and there is nothing you can do about this. Therefore, you must make sure you manage information within your organization in such a way that when team members communicate, they do so about your carefully crafted message instead of one they have fabricated to fill a communications void.
While on the subject of listening and responding to your employees remember to give credit where credit is due. So often a supervisor with a self serving agenda will appropriate a great idea from a subordinate and present it as their own. This tears at the very fabric of the overall health of your team. Everyone who works with this individual knows the fresh new idea was their co-worker's and not their supervisor's. A supervisor who possesses executive maturity will always step back and allow their team to shine. There is an old expression: if you listen to the whispers you will not need to hear the screams. If you are not currently listening, responding and giving credit to those on your team who care enough to bring challenges to you, begin to develop strategies to do so immediately.
There are several methods for accomplishing this task and I would be happy to share them with you. Thank you again for allowing me to serve.
If you would like to contribute an idea for an up-coming article or want more information about the customer service, leadership & teambuilding services I provide through Peter Scott's Competitive Edge please visit the web site at www.PsCompetitiveEdge.com.
Until next time,
continue to strive for excellence!
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