_August/thepowerofpositive.jpg "The Power of Positive")
Smart supervisors work quickly to address negative employee behavior. Smarter ones create workplaces where negative behavior doesn’t occur in the first place.
“Most employees start the day with good intentions,” says Richard Avdoian, an employee development consultant in Swansea, Illinois. “They don’t get out of bed asking, ‘How am I going to be abusive with customers?’” Too often something happens to change that. Your job is to find out what it is, then take steps to resolve the issue so employees become effective agents.
If you take time to communicate with them, your best employees will inform you about any workplace issue that’s affecting performance. Sometimes, it’s a new policy; other times, it’s inaction on a chronic problem—or maybe a miscommunication about an important topic.
Supervisory sessions are critical. “Meet regularly with employees to touch base,” Avdoian says. “Ask questions like, ‘What’s working in the workplace? What isn’t? Are you struggling with anything? Do you need additional training?’” These questions communicate that you’re there to guide and mentor the employee—not just to discipline. Avdoian also suggests holding periodic “best practices” meetings, during which employees share with others what works and what doesn’t in their daily interaction with customers.
In all cases, value employees who speak up. “Courageous employees will express what’s bothering them in an effort to make life better,” says Ian Jacobsen, a management consultant based in Morgan Hill, California. “Others are afraid to say anything. They just stew and express their frustrations to anyone they don’t consider a threat. So treasure those who express their concerns in a spirit of problem-solving.”
—P.P.