Explore, probe and know what is going on in your organization and act upon what you learn, because if you don’t know what is going on, you can’t make the right decisions.
Knowing what is going on in your organization is hard; and I know that the minute you become a leader you get handled in a way that is different than before you became a leader. I don’t care how great you are, you will always be “handled,” sometimes on purpose, and sometimes not on purpose, because that is just the way it is. I often asked myself if everyone was so nice to me because of me or because of my position.
Why does this happen? Well, it happens for lots of reasons, too numerous to list. However, a few reasons may be that people just don’t know you that well, and they see you as the boss; and the “boss” in their minds is one of those positions that can bring them harm—like getting fired. (Even great performers think this!) This is a natural reaction to all leaders in the world; and that is why some get in big trouble, and they usually say on the witness stand: “I did not know that was going on in my business.” The question is “Why did you not know it was going on?”
This is played out in cartoons like Dilbert, novels, television, and in real life where people have had bad experiences with the “boss”; and usually the “boss” is isolated from reality when this happens.
So if you want to be a great leader, you need to find many ways to counteract this impression and uneasiness people have.
Establishing Comfortable Relationships with people is one good way to find out what is going on. If people get to know you as a real person who is humble, respectful, humorous, and just down to earth without the central theme of ME, ME, ME, then they will tell you what is going on. They will look out for your best interest. So, let your employees see you often.
Walk the Operation coaching, counseling, and teaching in a professional, respectful way; and you will be amazed at what happens. Be very visible. Visit all areas including break rooms and locker rooms and talk informally with the employees. People will just feel more comfortable discussing issues with you when they get to know you. It is your responsibility to establish the kind of environment that creates comfortable relationships.
Being Accessible is a great way to learn what’s going on. Make sure that in your mind you really believe that everyone is important and that everyone’s opinion is as important as yours is—and then be accessible.
Have many ways to be accessible to all employees —from leaving time in your calendar for emergency meetings so employees know you are available for them any time they need you, to having a confidential voice mail and making sure everyone has the number. These actions will put you on the spot to do what is right. Then be available . . . it’s hard but possible. The very least you can do is talk with a fellow employees on the phone until you can meet with him or her. So be accessible—and the sooner the better (most times the phone call does the trick)!
Spend Time Discussing the four PS with your direct reports on a regular basis. The four PS are People, Processes, Projects, and Profitability. Make sure you insist on updates, due dates, and deadlines for getting work done.
Hold Forums such as breakfasts, lunches, dinners, or other forums on a regular basis to learn what is really going on . . . and when you hear issues, don’t shoot the messenger. Stay cool, calm, and collected. Listen and follow through on concerns and issues that people share with you. Follow-Through is Critical to Credibility for a leader. Take a time management course to improve and refine your personal management ability.
Demonstrate care, consideration, respect, sensitivity, and confidentiality; keep your word.
Experiment with new concepts, processes, and ideas for 30-60-90 days; and if they work, great. The worst thing that could happen is that you have to go back to the old way, but you will get a lot of credibility for trying. Trying new ideas gives your employees enthusiasm so they will keep you informed and will support continuous improvement.
Schedule Your Priorities, which means plan your day to do these kinds of things; and last, but not least:
Experience Your Operation from the employees and customers point of view regularly. Experience it for yourself; and then you will personally know if you know what is going on. . . . Lee
PS: Those of you who have seen Columbo on television know it’s about a detective who wears an old wrinkled raincoat, Lt. Columbo, who solves all of his crimes by just being a low-key kind of guy who asks great questions until he gets to the truth. He always knows what is going on and solves the crime. Put on an old wrinkled raincoat, walk around asking great questions, and find out what is going on.
. . . Lee
PPS: Leaders are listeners, and great listening is fueled by curiosity. It’s hard to be a good listener if you are not curious about the person or what is going on. The other side of great listening is thinking you are the Lone Ranger and having all of the answers yourself. Lone Rangers don’t do well in this day and age. . . . Lee
Lee, working in a small organization, I have found it is very important that the other employees on our staff see me working along with them…if they have fallen behind, they can see me pick up the pace and just by their obersvation of seeing me, they know that I know what their job is…therefore, they know I know what is “do-able” concerning their job. I agree with you, being allowed to be “seen” is important to employees. I seldom ever work with my door closed so they can see me. GKG,II