Is it time to increase your communication with your staff?
In many consultations with potential clients, one of the biggest struggles is how to communicate with their staff. My response is, “Easy, say all the words!”.
We assume that by giving enough of the directions that the employees with figure it out for themselves. We all know how that works out. It causes more issues and bad habits. So, let’s go back to, “Say all the words”.
This always starts at the top and works its way down the chain. The owner must set a clear line of instructions as to how they want the procedures done, put them in writing, SOP, and then teach how they want the work completed. It sounds so easy doesn’t it. Well, it is that easy. When it is done right.
As the owner, you are the leader, and with being a leader you want them to be led to greatness. Because what you teach them, they will do. They represent your company. So, what is it you are educating them to do? Look at you, the owner, first. What are you teaching them and how are you teaching them? When it is learned wrong it is taught wrong. Take ownership of what has been done incorrectly. Let you staff know it is you that has instructed them improperly and you are going to repair it. This too, is part of you communicating with your team. Let them know when it is done wrong, and you are going to be the one to resolve it. Your workforce will respect you more when you are honest and tell them the truth, rather than look for someone else to blame. Remember you are human too.
There are times when a procedure was taught correctly and a staff member or two just didn’t understand all the steps. Again, this falls to you as the leader of your company to make sure they understand the process and do it correctly. Maybe the employee just didn’t understand the process or missed a step. Ask the team member questions to make sure all steps were covered, and they see clearly the entire process. Watch them work the process so that if a step or two are missed the two of you see where the breakdown is, and it can be resolved on the spot. This way it is caught from the beginning and now you, as the owner, do not have to change a bad habit or apologize to a client for a process done incorrectly and it cost you money.
This is where the breakdown of communication usually happens, when the owner and leadership of the company don’t ask enough questions to clarify the personnel’s understanding of the processes. Having a conversation to make sure everyone is on the same page is crucial to your team working as a business. Sometimes, you may have an employee that is either embarrassed or needs more time to learn. When this happens, take the time to go through the process again and let them ask on a one-to-one basis. Show them you care about them doing the work right.
Let’s talk about how you are communicating with your team.
