When you have to deal with a staff member who's complaining to you, rather than allowing your negative programmes to take over, get your thinking part in gear and try to see the situation the way they see it. You don't necessarily have to agree with them but perhaps you can empathise with their point of view.
The successful manager thinks about the people in her team, she's sensitive to how they see things and knows that they might think differently from her.
Oh Carol!
A few years back I spent several weeks with a particular hotel group running training workshops, and of course, I started to get to know many of the staff. One day I noticed that Carol the conference manager in one hotel had been named employee of the month and her photograph was displayed in the reception area.
When I congratulated her on this honour I was a bit surprised at her reaction. ‘I hate it, I'm so embarrassed, and I don't like that picture', she complained. Carol didn't like the attention she was getting and as a result, this recognition by her manager didn't motivate her.
Another member of the team could possibly see this completely differently and regard it as a great honour. It would have been far better if Carol's manager had spoken with her in private and thanked her for all her good work.
Be sensitive
If you have good rapport with your staff members then you become sensitive to how they see things. The successful manager understands each staff member and doesn't reward everyone in the same way.
I've often heard managers say, ‘I treat people the way I expect to be treated.'
The successful manager says, ‘I treat people the way they expect to be treated.'
About the author
Article by Alan Fairweather, International Speaker and the author of, 'How to be a Motivational Manager, ‘How to Manage Difficult People' and ‘How to Make Sales When You Don't like Selling'. Visit: www.themotivationdoctor.com, for more information.
