Marla J Noel and Pete Fowler, Authors
Staff Must Understand Their Jobs
There is an art to management and leadership. Your staff needs to understand their jobs. A proficient manager can articulate the job expectations, the tasks to complete the job, and the measurements that define success.
If Work Is Incorrect or Not On Time, What Do You Do?
If work is incorrect or not on time, managers must determine why and fix the problem. A good manager must look for better ways to get the job done—to be faster, more efficient, and successful. If there is equipment to improve processes, a good manager will evaluate the cost/benefit relationship. The training we provided helped to make my business better. Training included procedures, management, and leadership. All the managers had to learn to solve problems. We developed a process for any issues our managers experienced with customers. We shared the procedures and asked the staff to create scenarios for when issues were appropriately handled and when problems were handled poorly. All the demonstrations were exaggerated and fun. The enactments helped people remember our teachings. I am sure our managers still remember, years later.
The Art of Leadership is Not Natural For Many
The art of leadership is not natural for many. A great leader must constantly teach, coach, and develop people. We trained continuously on the importance of developing people and taught delegation and listening skills. We talked about coaching and helping the staff reach the next level if employees wanted to move up the ladder.
Train Continuously
When running my businesses, we trained continuously for culture (internal customer service), a component of outstanding leadership. Your culture is how your employees talk about your business and your purpose when you are not around. We wanted both excellent internal and external customer service. I developed a vision for the employees. That vision clarified the service I wanted from my company. Leadership helped staff with conversations about their part in that vision. Outstanding leadership is finding a way to have employees work for the organization’s vision, not just for the pay or benefits.
The book Drama Free Management is available on Amazon. Mark your calendars for March 25th, when you can buy the paperback from Amazon.com.
To learn more about excellent management skills, see www.Petefowler.com.
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