Employees can be your truthful mirror


  • August 28, 2016
  • /   Quint Studer
  • /   training-development,quint-studer

Source: Pixabay.

Businesses get busy sometimes. That should be a good thing.

Recently I was in a store and overheard a manager complaining about how they were “slammed.” There’s nothing wrong with identifying when you are busy, but how you explain it and how you carry yourself in stressful times can hinder your business.

It mostly comes down to this point: Employees take cues from their boss, and you can bank on the fact that supervisors projecting stressful, overwhelming feelings onto employees will trickle down to the way those employees treat customers — and each other.

See the issue?

Quint Studer Quint Studer.

The ripple effect doesn’t end there. When leaders feel that their employees are overwhelmed, they back off and lower expectations.

I went over this issue with a high-ranking executive. He told me that while the company’s results weren’t where they needed to be, he just couldn’t pressure the managers to do more. They had so much going on and they were overwhelmed.

“What was going on that put more stress on the organization than normal?” I asked.

The executive said they were evaluating a building expansion, negotiating on health benefits and looking at upgrading their information technology department.

Sure, some people in the organization would be working on these projects, but some would not. I knew the company well, so I asked how much certain managers where involved in these items.

He looked at me quizzically.

“They’re not,” he said.

I understand his feeling of being overwhelmed. I believe you can project how you feel onto others. I am tired, so I think others are tired. I feel overwhelmed, so I think others are, too.

The light bulb went off for this executive. He realized he had backed off of what he expected of some of his team because he thought they were overwhelmed.

In reality, he was the only one overwhelmed.

You’ve heard the term “my plate is full.” If you are productive and are working in a successful place, it will always be full. Be grateful for that. Here’s the key: Make sure the right stuff in the right proportion is on your plate.

If you are a productive person, you may think, “Once I get this done, my plate will not be so full.” Not likely.

Author Scott Peck wrote in “The Road Less Traveled” that life is difficult. Once we understand that, it is not as difficult. I believe productive people will find other things to put on the plate — it will always be full.

The issue is not the full plate. It’s about prioritization and expectations.

Ever notice that when things are real busy, the verbalization goes way up? When things aren’t as busy around the office, have you noticed that verbalization from your employees goes down? When a department or single area of business needs help, that call for help can be seen through e-mail or heard through a loudspeaker.

Have you ever seen a manager write, “Not much going on here! Anyone need help?”

Also not likely.

When leaders refer to being overwhelmed, the employees pick up on it. The perception permeates the group that without more resources, the work can’t be done. This belief eventually erodes performance and reduces results.

Leaders must be sensitive to the messages they send out.

Leaders must realize that what they say and do is quickly mirrored in the organization. This can be very positive — or just as negative.

Success in this aspect of your organization relies on the skills, development and sense of ownership that each leader has.

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