Often we have problems communicating with our team effectively. Sometimes it is because we don't know exactly what we want them to do; sometimes we talk in a different language and sometimes their receiver is switched off.
However, effective communication is the most important skill for a manager.
Over the years I have witnessed a few funny communication mishaps where the main point got lost in translation. Some of these stories may teach us more than any text book.
In 1973, James Lavenson, a marketing guru, was appointed as General Manager of the famous Plaza Hotel in New York. The hotel was not profitable and the owners decided it needed a new approach and selected a marketing person rather than a traditional hotelier to lead the hotel back to black figures. During the three years Lavenson was at the helm of the Plaza he made a profit.
In a famous speech to the American Marketing Association he recounted his experiences, his successes and his failures. His speech has been used by many hotels in staff and management training. It is widely known as "The Strawberry Speech". In this speech, Lavenson gives us a few ideas, in a light way, to improve communications and as a result, improve revenue.
You can find the speech here.
Here is my favourite part:
"If you wanted a second drink in the Plaza's famous Oak Bar, you got it with a simple technique — tripping the waiter, and then pinning him to the floor. You had to ask him. You'd think, wouldn't you, that it would be easy to change that pattern of Oak Room waiters. After all, they make additional tips on additional drinks. Simple sales training. Right? Right?
I had our general manager for the Oak Room — the maitre d' learn my new policy. It was inspirational. When the guest's glass is down to one-third full, the waiter is to come up to the table and ask the guest if he'd like a second drink. Complicated, but workable. Couldn't miss, I thought.
About a month after establishing this revolutionary policy I joined the general manager in the Oak Bar for a drink. I noticed at the next table there were four men all with empty glasses. No waiter was near them. After watching for fifteen minutes my ulcer gave out and I asked the general manager what happened to my second-drink programme? And the manager called over the maitre d' and asked what happened to the second-drink programme. And the maitre d' called over to the captain, pointed out the other table and said, 'Whatever happened to Lavenson's second drink programme?' And the captain called over the waiter, and he broke out into a wreath of smiles as he explained that the men at the next table had already had their second drink".
For those who had a tough week I hope you will get that third drink this weekend.
Maisha marefu – to good life, in Swahili.
FG
