Some of the Basics of managing your people and yourself in order to manage overall morale in a social business atmosphere with more than one “Group” or division of people as I have learned them.
When attempting to manage, all you need to do is manage people. Everything else will fall right into place. When you manage the people that work for you and their talents, they will work harder for you. If you don’t…They won’t. Even the best employee in the world that truly is a “Company Man” and is the type of person that will tell you “I Don’t need to be happy to do my job properly” will benefit from proper management. Properly managed employees are happy employees. Happy employees make for successful businesses. That is not to say that a well managed business can’t fail, or that a poorly managed business can’t prosper. There are many great managers that have worked for businesses that have failed, but at least they did not fail due to poor management. Market trends, the economy of the country, product necessity, and niche market fluctuation all affect the likelihood of success for any given business at any given time.
Divisiveness costs more than you can calculate.
When you mismanage the talents of your staff or if you fail to give equal credit to the different divisions of your company you are very effectively fostering the Us and Them mentality that inevitably works It’s way into every business. There will always be some degree of this when you have 2 different jobs that need done. This has been evident in every business that I’ve ever worked for. At the truck stop:
The Managers VS. The Hourly…TEXAS VS. The Managers, the C. Store VS. The Fuel Center…and on and on and on.
Studies have shown the negative effects of disenfranchised employees over and over. It is a proven fact that everyone subconsciously works a bit harder and a bit more effectively when they are happy at work. If you do not have happy employees, you will not get the extra effort from the. I guess you can decide if it’s worth it or not. If you do not realize the benefits of this extra effort from your employees, you will never know what you are missing, and you may be missing greatness.
This division of the ranks can be over even the most miniscule of details. Things that you would not ever enter your mind in this discussion turn out to be some of the most heated sources of discontent. Some of the top divisive wedges that I have seen:
· Wage Scale.
At The truck stop and at the mechanics shop I was whiteness to people becoming bitter about the fact that someone makes more money than they do. It doesn’t matter that one person may have been with the company longer, or that they are more productive, or offer more value to the company. It is solely based on dollars.
· Prestige.
Everywhere I’ve been, someone thinks that someone else holds higher prestige in their job. The janitor that mops the floor envies the cook that works the line; the cook envies the cashier that wishes she was the hostess. And on and on and on.
· Perception of Work Environment.
Everyone wants a better job. It’s plain old human nature. The problem is that when you start to over compensate as a manager, you unknowingly create feelings of division. If you have a group of workers that work out in the cold all winter long, they will surely be envious of the people that get to work inside. The people that work inside a warehouse will be envious of the people that work in the office, and the people in the office will want a private office, and the person in the private office wants the corner office. It’s just Human Nature. BUT! If you try to compensate by getting all of your outside crew winter jackets with your company logo on them, you will unwittingly drive the wedge. The indoor workers (That are glad to work inside and have no need for a jacket) will almost without exception will harbor at least a little resentment because “I didn’t get a jacket.”
· Tools of the Trade.
My current employer is a prime example of this one. We have a vast crew of field workers that do not often come to the office. These workers are the heart and soul of this company. If there are no loads to haul, and no trucks to haul them, all of the accountants in the world can’t make this business run. This is why we barely flinch to purchase a needed truck or trailer. When the opportunity comes along to get a good deal on a piece of equipment that costs 100’s of thousands of dollars, we make it happen.
Also, we have a crew of shop workers that maintains that equipment. They are equally important. If that equipment does not run, our operations are stopped. When that happens, not only do we loose the money from the current job, but we loose opportunity, and that too Is a cost that can be greater than you’d imagine.
The third part of this business is the accounting division. A group of 5 or 6 people that manage to account for every move that the 60 or so other employees make. They cut all of the pay checks, they comply with the government agencies, file tax reports, manage cash flow, insure vehicles, field phone calls, bill the customers, Pay the vendors, and they manage to do it all on 4 or 5 year old computers. This group depends on the field workers. Again, without the work getting done, there is no room for an accountant. BUT, they are just as important. Without the accounting and compliance and Payroll, the field operations are not going to last very long at all.
This creates a lot of hate and discontent when the company spends tens of thousands of dollars on a piece of equipment for the field, and the office staff spends ½ of their day dealing with the intricacies of an antiquated computer system. A good, up to date computer is just as important to the accounting department as a good tractor is to the truck driver that needs to haul a load. That Tractor is also as important to the driver as a lift or specialty wrench is to the Mechanic that is trying to keep the truck on the road.
Without all 3 departments working together, none of them can work effectively. This is an especially dangerous place to drive your wedge. If you are not careful, you will split the company in 3 pieces, and they will all fall apart.
How To Fix it?
I have had the unpleasant experience of a front seat view of what happens when managers either ignore this problem, or take the wrong roll in fixing it. The one thing that I guarantee you will not work: Call a meeting, and profess to everyone that this problem will end today. Make sure and follow this up with nothing, and you are assured failure. In order to fix this problem, there are a few roles that you can take. You need to ensure that you know what your roll needs to be:
The OWNER:
You are the owner of your business. You know what your goals for the company, and you are smart enough to know that you are NOT the person to handle the details of this, nor any other detail. You need to ensure quality, consistency, and integrity of your products and services. This DOES NOT mean calling the meeting. You need to meet with your managers. If you let them know that this is a prime issue with you, and let them know that they have your full support, they will use their management skills (The reason that you hired them in the first place) and handle the situation. If you do your job and let them do theirs, you will be rewarded with a happy work crew that services you customers with a smile.
The Manager:
When you realize that you have a problem, or when you are informed that your owner thinks that you have a problem, you must take action NOW! There is no time to waste when you are dealing with the morale of your employees. You may think that you have hired adults and do not need to cater to their feelings, but this is untrue. EVERYONE has emotions and can have their feelings hurt. This is not the kind of wound that you can see, but if left untreated it can nearly kill you (and your business). This becomes an extremely dangerous situation when dealing with people that do not show their emotions. They may not even realize the stress that they are feeling, but you can bet that it is affecting the quality of their work in one way or the other. One of the unintended consequences of job stress is family stress. No matter how hard you try not to let your job effect your home life; it does. If you’ve never read the book “No Asshole Rule” by Robert I. Sutton, You should. I would not hire a manager that has never read that book. If you effectively manage your people and their talents, you will already have a jump on this situation. One way or the other, this is your problem and it IS your job to deal with it. Here’s a few ideas on how:
· Wage Scale.
Let’s face it; you have got to pay good people a good wage. If you don’t, someone else will. The problem is, No matter how much you shouldn’t, employees discuss their pay. When this becomes a problem, simply assure the employee that you are aware of the situation, and that when they learn the skills, gain the experience, get the certification, or what that next level of performance is that separates your employees, that they too will earn a better wage. As basic of a principle as this is, there are times when it just needs said.
· Prestige.
This is another variation of the wage scale issue. People are never happy where they are. Everyone is looking for a change. The solution to this one is easy. You must assure your employee that he or she is a valuable part of the company, and encourage them to learn the new job that they want, and when the opportunity comes along, they will be considered for the promotion. You can use this as a recruiting opportunity by asking your employees to bring in competent help to fill the hole in your team that they will leave if they are promoted.
· Perception of Work Environment
When this perception of preferential treatment arises, it is usually your fault to begin with. People don’t make this sort of thing up. You have done something to offend the sensabilities of your crew. In the example I gave above, if you purchase jackets for your outside workers, how about getting a nice polo shirt for your indoor staff and have them wear It as part of a casual Friday event. This is just one example of people feeling left out. I’ll bet you can think of 10 things that fit your situation if you try.
· Tools of the Trade.
You really have to ask yourself a tough question here. Are you providing the tools needed to encourage the success of your employees? And if you are, are you providing equally for all facets of your business? If you think that it isn’t your job; think again. You should no more expect your accounting staff to work with outdated equipment than you would expect your operations crew to dig a 10 mile trench through clay with a plastic snow shovel. You surely wouldn’t expect your mechanics to work on you expensive equipment with nothing more than a pair of pliers and a screw driver. The trick her is that you can easily spend yourself into a hole on this issue. It is your duty to provide an adequate amount of support to all the parts of your business. There is no easy answer to this situation, but DO NOT play favorites. Work from the bottom up, realizing that every part is equally important to the overall success of your business. Do not neglect the basic needs of one division to purchase “cool toys” for another.
Old Fashion work ethic?
We all grew up with the same ol song and dance of going to work, trudging through the day and going home. While this did work for some people some of the time, it is not exactly the best way to manage your time or people, and ultimately you end up burnt out and over stressed. There are bound to be a few old codgers around that will stick to the “Rule with an Iron fist” method of management. Fortunately for the rest of us, that practice is so out dated and ineffective, the people that abide by this method will either change or be replaced. If they are business owners, they will be plagued with unhappy, non loyal employees that will eventually run the business into the ground. The unfortunate thing is that the people that should suffer are too blinded by ignorance and habit to recognize their shortcomings, and the potentially great employees will eventually loose their jobs.
With Companies like GoDaddy.com and Google offering such benefits as up to 20 days per year paid leave, nap hour at work, a free beer in the commons area after work, and company massage days, you have got to pay attention to the effectiveness of these methods. I’m not saying that you need to take quite such a bold approach to keeping your people happy, but you can take the hint from these ultra successful companies that enjoy virtually no employee turnover. The amount of money you might spend to do that little something extra for your employees is usually a negligible amount compared to the money that you may spend trying to train and retrain their replacement. This is also not taking into account the intangible of health of the employees. Again, in the book “No Asshole Rule” by Robert I. Sutton there are many cases sited where unnecessary work place stress has induced physical illness. Another story attributes an employees divorce directly to stress caused by an Asshole at work. You may tend to think this is a bit of horse puckey, but I am here to tell you that it is a consequence of bad behavior and stress at work, and you are not a sissy for falling victim to it. As a manager, your job is to encourage the peaceful and as stress free of an environment as possible.
In summary, these tips all boil down to the simple strategy of taking care of your people, providing them the tools and the environment that they need to do their jobs, and treating them like part of the team. If you manage your people this way, they will naturally bond and work as a team instead of working as separate groups. You will benefit from this team effort, and your employees will benefit from it as well.
Importance of management.
This is mostly about how owners and CEO’s let their managers manage. One of the most important talents of heading up a business knows what your talents are, and what your shortcomings are. NOBODY is the master of all things. If you have a general manager, you hired that person for a reason. Get out of the way and let them manage your business. If you are the idea guy, get to work and create some ideas. If you are the Quality Control Expert, get to it and make sure that you are getting the best possible product to your customers. If you are a marketing guru, stay out of the manufacturing department and sell the products that they make. If you can not trust the manager that you have hired to do the job that you need them to do, fire them. It takes a pretty good leap to turn some aspects of your business over to someone else, but if you want to be successful, it is a must.
A note to Managers.
As I said earlier, not all good businesses have good managers. If you think that you are the greatest manager that ever walked through the door, think again. If you take the fact that your business is not going broke as a sign that you are a great manager, you are setting yourself up for a life of mediocrity at best. This goes for an owner as well. DO NOT get caught up in the trap of doing something just because it worked yesterday. Both owners and managers need to keep sharp. Technology is advancing at an astonishing rate. You have 2 choices, keep up or get run over. Consider a 2 year rotational cycle on your computers. You can deduct the new ones from your taxes, and donate the old computers to a charity and get another tax advantage. This works out good for everyone. You get the latest technology which puts you in the position to take advantage of opportunities that may not otherwise be available to you, and the charity, or school, or boy scout troop, get the benefit of a late model computer that they can put to good use.
This kind of innovative thinking is what keeps one manager ahead of another. Your business may not fail from bad management, but it will never thrive. It is amazing how much bad management a business can survive due to volume of sales, but it is equally as amazing how much difference an innovative manager that manages the talent of the employee base can make in an otherwise mediocre business.