Employee Engagement: Building a Better Workplace

This week, I'm going to switch gears and, instead of relating an anecdote, I'd like to share some things I learned in a recent webinar given by the Canadian Management Centre.

In August, 2012, Ipsos Reid prepared a report on employee engagement in Canada.   They interviewed 1,200 employees at over 500 companies, as well as 484 human resources managers.  The report covered 25 industry sectors. 

As managers, we'd love to think that our employees absolutely enjoy working for our companies.  However, the Ipsos-Reid study indicated that only just over a quarter - 27% - of employees consider themselves engaged.  Disturbingly, 23% classed themselves as totally disengaged.

I think it's safe to say most employees would be quite content to stay with the same employer throughout their careers.  However the study suggested only 37% of employees think their employers are doing a good job of retaining good employees.

What are the economic effects of employee engagement?

One school of thought is that the cost of employee disengagement is the product of one year's average salary times the rate of voluntary turnover (i.e., employees who resign)

According to Ipsos-Reid, employees who are highly engaged in their jobs are 2-1/2 times more likely to consider themselves satisfied with their jobs - and 1-1/2 times more likely to excel in their jobs. To me, this suggests that companies who foster engagement among their employees will have a team that outperforms their competitors.

This correlates with popular wisdom among sales managers that sales people who strongly believe in the product (or service) they're selling are the ones most likely to succeed.  Their passion about the product is infectious and helps them persuade customers to buy.  Their passion - and success - make the job fun, and that makes it a lot easier to get out of the office and make calls on customers, which, in turn, generates even more sales.

A key factor in building employee engagement is for managers to actively get out of their offices and spend time getting to know the people on the front lines.  Really, this is a matter of communication, and the Ipsos-Reid study dealt also with how communication impacts engagement.

Interestingly, another payoff for developing engagement is that, by moving an employee from actively disengaged to highly engaged reduces the likelihood of them leaving the organization by 92%.  If your best and brightest aren't engaged, cultivating positive relationships with them could be your best way to avoid losing them.

According to the study, overall, 68% of Canadian workers are at least somewhat satisfied with their jobs.  When workplace issues (such as working conditions, business cycles, potential layoffs etc.) are seen by employees as being communicated in a timely manner, job satisfaction increased to 88%.

The interaction of "management by walking around" probably is one of the best ways of building engagement because it promotes regular flow of information back and forth between manager and employee.  It permits some key company initiatives to be conveyed informally (which may also be perceived as more sincere) and allows employees to express concerns before they build up to a crisis.

The webinar is posted on YouTube.  Here's a link to take you there:

http://www.youtube.com/watch?v=89NTnL6ilYI&utm_source=Campaigner&utm_campaign=2013_Post_NTLS_August_8_webinar__&campaigner=1&utm_medium=HTMLEmail&utm_content=2013_Post_NTLS_August_8_webinar__

Another CMC webinar from December 2012 presents highlights of the study.

http://www.youtube.com/watch?v=Go7MKm4WjC0

Employee Engagement: Making it happen for the Customer

I've mentioned unions before in previous posts, and how some folks find unions to be an obstacle to getting things done.  This week, I'd like to give you another example of a success story from a unionized plant.

At the first B2B manufacturing business I worked for, whenever our general manager was going to be away on vacation, he rotated the job of assuming his role among the members of the management group.

Eventually it became my turn to run the morning production meetings and coordinate production schedules and customer orders for a week. Things started out being very much a routine.

We had an order in house for a new product we were doing for the first time for a new customer my team had been developing.  It wasn't a complex product - just a foil lid for a major yogurt producer - but our production team encountered a serious problem.  The foil we had received to run this order had some significant quality issues that adversely impacted how easily we could run the product on our presses and downstream operations.  It wasn't something we could easily replace.  The lead time for this particular grade of foil was 16 weeks, and the customer's purchase order required it to be delivered the week I was in charge.

Our production manager suggested running the order on an older press that wasn't used much, but we had only a couple of operators who'd ever been trained on this press.  He suggested we ask for volunteers to put together a crew to run this order.

The union assisted us in assembling a crew for this old press and managed to finder an operator from among their membership who had once run this particular piece of equipment.

We met with the crew and explained the challenges to running the job and offered whatever help we could.  They agreed to give it a try.

Not only did they manage to run the order, we also managed to deliver it on time to the customer.  The order took longer to run than we would normally have planned, but the job needed to be run slowly so the press crew could maintain control over the substandard foil they were running.

At no time was the customer aware of the problems we had in producing their order.  The product ran fine on their lines.

At our next communications meeting, the management team recognized the crew who ran the yogurt lid job, and they got lots of cheers from their union mates - and a lot of respect from our management team.

In this case, the men on that crew wanted to demonstrate their skill in running a very challenging job.  None of them wanted to let the customer down.  They came through without the traditional union-management rhetoric.  it was just one instance in which union and management showed they could both be on the same side - the side of the customer.

People have Customs; Customs are People

Anyone who has traveled internationally has encountered customs officials.

Usually they look stern and impassive and, when we meet up with them, we feel like we're being interrogated (which I suppose we are).  To most of us, they're intimidating.  We look on customs officials as wooden, bureaucratic and cynical - people who can find guilt in the most innocent of people.

However, there IS a human side to customs personnel if you give them a chance to show it.

One of the companies I worked for sold equipment and I regularly carried a demonstration system with me whenever I traveled.

On a couple of occasions, when I was going through US Customs, I was asked to get a document called a carnet, which is basically like a passport for equipment and which demonstrates that the material listed in the carnet is only entering the country for a limited time and would be returning to Canada with me.  The carnet came with a cost (which was not huge), but my boss did not see the need for the carnet because he had had no problems taking equipment across the border himself.

One morning, I was going through US Customs for a week-long trip to the East Coast and was refused entry because I did not have a carnet and it had been documented that I was supposed to get one.  I had never been refused entry to the United States before, so this was a major personal blow, though I did end up driving down and managed to see all the customers I had planned to visit on that trip.

If I thought I had it bad, another person going through about the same time as me was heading to a trade show in New York with a number of hand-tooled saddles.  She had no documents to declare the value of the saddles and was unable to satisfy the customs official that the saddles would not be sold at the trade show and be returned to Canada.  He told her the only way he would allow her to enter the United States was if she used a box cutter to cut into the saddles to make them unsalable.  She obviously wanted the saddles in pristine condition to display at the show.  I don't know how here experience played out - whether she declined to go to the show or if she damaged her merchandise to be able to participate in the show.

My case for getting a carnet was now much stronger, and we got the document.

Using a carnet requires the carnet-holder to clear Customs in his/her home country and then Customs in the destination country, reversing this on the return journey.  Each time Customs takes a fiche or page from the carnet and stamps the document so the other customs officers can verify that procedures have been properly followed.

When flying, the carnet can only be cleared through designated international airports that have a customer office, which restricts where a carnet-holder can depart.  At Laguardia Airport in New York, the US Customs office is about a half mile walk from the terminal in a separate building, but usually Customs is somewhere inside the terminal building.

From a Customs officer's perspective, the carnet is a professional way to handle temporary importing of equipment or tools.  It demonstrates the carnet-holder's openness about declarable items as well as being properly prepared for customs inspection.  And you get more of an opportunity to interact with Customs personnel.

One one trip to the US - just before Thanksgiving - I had a pleasant chat with the customs inspector about holiday preparations and got his recipe for smoking a turkey.

One time I was driving and declared to the primary inspector what I was travelling with.  He asked, "Plasma. As in the 4th state of matter?", which caught me a bit off guard.  It turned out he was a science buff and watched a lot of Discovery Channel.  I asked if he'd like to see the equipment and I could explain to him how it worked.  We spent a pleasant 15 minutes together.  He could show his supervisors he'd done a thorough inspection, he learned something new and I got my equipment across the border so I could make my sales calls.  We both won on this exchange.

On a return journey from the US, the time getting customs documents was taken up by comparing notes on operations the customs officer and I had had.

Coming back into Canada one time, I was standing in line in secondary waiting for my turn and one of the officers called out, "Is that a carnet you have there?" When I confirmed this, I was whisked to an officer who I guess had had a full day of going through passenger's luggage looking for prohibited food, alcohol and tobacco and for her, it was a welcome relief to deal with someone who had things in order.

Customs people have a tough job to do to protect our countries.  They are trained to be wary so they can spot potential smugglers or criminals and often this wariness is what we see when we go through Customs.  But they are still people.  If you treat them with respect, it's possible for the human side to shine through.

Employee Engagement: Are Unions Really a Barrier?

Ask most people who work in manufacturing about how they feel about unions, and you’ll get mostly negative responses.

Unions have rules that are counterproductive. They protect poor or lazy employers. 
They’ll strike at the drop of a hat.  They result in higher labor rates.  Union people are antagonistic.

In my career, I‘ve worked in both unionized and non-unionized plants and had equal success in both. 

When in moved from CPG into B2B, I moved from one company with a history of labor woes to another. At my previous company, the plant employees had struck about a month after I’d joined.  At my new employer, I attended my first communications meeting in the first month.  The union representatives were extremely outspoken and confrontational with my boss, the general manager.  At my previous company, the plant was in a different city from our where our offices were located, so I was relatively insulated from the conflict during the strike there.  This time, I was seeing the result of years of poor labor relations first hand.  It was very unsettling.

Our management team overcame the labor relations issues at this company by devoting a portion of our time to being on the plant floor and to becoming approachable so the employees felt comfortable coming to us with questions or issues.

My next employer also was a unionized plant, though I never really noticed the presence or influence of the union when I was on the plant floor.

My sales team and I had been working on developing a new customer in the US. We had provided them sample material.  They never ran it.  I took their sales manager out on sales calls to see if we could jointly develop a new application for the customer’s product.  The project didn’t move forward, but at least we were able to communicate better, though they still had not found time to run our sample material.

It turned out the customer was planning to exhibit at a major industry trade show (as was my company) and I contacted the sales manager to suggest to him it might be a good idea to hand out some samples of their product at the show, and that we’d be happy to supply the material.  I’ll never forget his response.

“Ron, we have four other suppliers for our films and we still haven’t gotten around to qualifying the samples you provided.  However, none of those other suppliers offered to supply film for the samples we wanted to run.  Consider this your first order with us. And please bill us we couldn’t have you provide the film at your expense.”

We wanted to make a really good impression on this customer and provide him a first class product.  I asked our plant manager if I could meet with the operators who would be running the customer’s order.

I told the operators of our goal on this order and asked them how they wanted to run it.  What kind of printing plates?  What kind of inks? Which film supplier to use?  It wasn’t a very long meeting, but I came away feeling like we had a clear plan on how to produce this order.

When the customer received the order (on time, by the way), he called up to complain.

“We aren’t going to pay for gravure printing (a higher-resolution, more costly process than flexography). This job was supposed to be done flexo.  We need flexo printed film ASAP to make the show”

I explained to him, over the phone, that we had definitely used the flexo printing process on his order and that there would be no change in the price.  I asked him to get a magnifying glass and take a close look at the printing, and pointed out to him the characteristics that verified the printing was flexo.  The customer responded,

“Well, this is the best damn flexo printing I’ve ever seen!  I’m impressed.”

The trade show was a huge success for the customer.  His samples were well-received.

I also conveyed to the crew that ran his order the comments he’d made.  They loved it and you could see the pride on their faces.  They knew they’d done a great job.

Did I remember to mention this crew was all union?  I can only see how these guys put aside management-union bias to show off their skill.  And I never heard a negative word from the union local about meeting with their people or working with them.  We all won that day.

Employee Engagement: The New Meaning of Gamesmanship

Employees love to be involved in the business and one of their biggest concerns is the health of the business, because it determines the security of their jobs.

Many companies hold “all-employee” or “Communication” meetings on a regular basis to share results or to discuss topics relevant to all employees, such as safety.  For the managers, it means sharing data (which some hate to do) and time away from what they perceive as more important tasks.  For the employees, it often means an hour of incredibly boring statistics and lecture from the management.

It can be difficult to see how well employees absorb what they’ve been presented, but I’m certain employees retain little of what they’ve seen and heard from these meetings because they’re overwhelmed by the masses of numbers that have been thrown at them.

I tried a different approach at one company.

To present my sales and business development numbers, I structured my presentation around the concept of the game show, “Who Wants to Be a Millionaire”.

We gave a few employees from the floor the opportunity to be “contestants” so they could answer questions about business development.  There were several questions along the lines of “How many new customers did we develop in the latest quarter?”  Each question had 4 possible answers.

Our contestants had support opportunities like “Lifeline”, where they could have a friend help, or “50/50” whereby two incorrect answers were eliminated.  Programming to do this in PowerPoint actually wasn’t all that hard, and it was more than adequate to re-create the gameplay.

When we did the presentation as part of our quarterly communications meeting, the employees ended up getting right into it.  Contestants had the audience shouting out what they thought was the right answer, and it really recreated the atmosphere of the TV show in our cafeteria.

Even though our segment was only supposed to run about 10 minutes, it was the segment the employees voted as most interesting.  They had some fun.  They were involved in the presentation and everyone got to participate in some way.  Best of all, they remembered the statistics we had presented.

Presenting data to employees can be a waste of everybody’s time if the message gets ignored because the way it’s being presented is overwhelming or just plain boring.  To some, it may be hokey to use the game show approach (and it probably isn’t appropriate for some topics), but the WAY in which the information is presented can have a dramatic impact on attentiveness and retention of that information.  If work can be fun, it no longer is drudgery.

Employee Engagement: Get Out of Your Office

It's been a long time since my last post - partly because I've been working and partly because I was working on one of my other blogs, Packaging: The Forgotten Medium.

My inspiration for this post - and for the next few - came from a meeting I had yesterday with a person in Human Resources, and we were discussing taking employee relations a step up into employee engagement.

When I moved from the world of Consumer Packaged Goods marketing into B2B sales and marketing, the general manager of the company I then worked for brought me into his office and gave me some of the best advice I've ever received.

He told me to buy some safety shoes and spend 30% of my time on the shop floor.  I asked why, because I  thought sales and marketing people needed to be out on the road in front of customers.  He said I needed to know everyone in the plant on a first name basis because, as part of the management team, we would be going out just prior to the Christmas break to extend our holiday wishes to all employees, and he wanted it to be more than just a perfunctory handshake.

Our plant had two unions and a history, under previous ownership, of bad  management-union relationships.  There'd been a few strikes in the past and the current owners wanted to make a fresh start.  Our GM told me that, in the past, it was like there were two worlds in the plant - shop floor and office - separated by a wall.  We needed to break down that wall and make the management more accessible and responsive to the union personnel.  Knowing everyone in the plant on a first name basis was an important part of this.

I followed his advice and remember putting on my safety shoes in preparation for my first time on the shop floor by myself.

I'd already been introduced at an all-employee meeting as a new member of the management team, so everyone knew I was the new kid on the block.  I'd also been around through the plant a number of times, but never on my own - usually giving customers a tour with my boss.

I walked up to the first of several laminators we had in the plant and approached the operator.  I asked him what this machine could do and how it worked.  For the next hour, I was taken on a thorough tour of the machine by the operator and learned a lot!  I appreciated the tour and what I could see was a sense of pride the operator had in his machine centre and a willingness to share that.

This was the start of a process of learning how to make a plant work more effectively, and my next few posts will be structured around this topic.

Publicly Speaking

One of the things I do while I'm in transition is to facilitate or chair meetings for HAPPEN, a networking organization in the Toronto area. The meetings are usually about 3 to 3-1/2 hours and include a keynoter speaker and new member introductions.

Whether it's facilitating or introducing new members, I've had many people come up and tell me what a great job I do and how easy it seems for me to do so. They say, "You're such an extrovert!"

It's interesting how people associate ease of speaking in public with extroversion. Speaking in public is also something most people fear more than death.

The truth is that I'm an introvert. I'm not the extreme type of introvert who's afraid to come out of a shell, just someone who won't dominate the conversation. In the Myers-Briggs model, I actually sit near the cusp of introversion-extroversion scale.

When I was young, I was terrified of reading a report in front of the class. My palms would sweat. My mouth would get dry. I'm pretty sure some part of me was trembling. Most of you can probably relate to these symptoms.

After I did my MBA, I had to do a presentation at a sales meeting for the company - to an audience of about 400. This was a big challenge!

However, I was lucky to develop a friendship with the owner of the company that did our meeting planning and audiovisuals and he was a terrific coach. We'd had training on doing presentations but, to have someone give you tips on how to relax in front of an audience or how to make eye contact so everyone in the audience feels engaged was invaluable.

The main thing is that speaking in front of an audience is largely a learned skill. Some people have natural talent for this. Others - introverts for example - can be trained to make a memorable presentation. Here are five important things I've learned.

1. Planning. Don't try to wing it. Work out or write a script to speak from and practice in front of a mirror or by talking into a voice recorder. I've found if I try to wing it when I'm cold calling I stumble or have troubles finding the right words. When I script it out and practice it, I become much smoother and, eventually, I'll have internalized the script so well I don't have to read the words and have a much easier time personalizing the script to the listener.

2. Believe in Your Material. You always will come across as passionate and persuasive when you really believe in what you are talking about (or selling). When you truly believe in what you talk about, it's much easier to express emotions that will help engage your audience so they share in your enthusiasm.

3. Connect with the Audience. One of the tips I got early in my career was to look around the room and make eye contact with a few people at different locations. Most people are comfortable speaking on a one-to-one basis with other people, so this technique diverts your focus from the size of the audience to a series of one-on-one conversations. By speaking to people in different parts of the roon, there's a bit of a "halo" effect. In other words, the people sitting near the person with whom you make eye contact have a sense of you making eye contact with them, and this is a powerful way of engaging your audience.

4. Be Yourself. If you're comfortable being as you are, you're more likely to come across as natural and genuine. More importantly, if you're being yourself, it's a lot less stressful than trying to be like someone else.

5. Modulate your voice. It's part of being yourself. when you speak, your voice naturally rises and falls in tone and volume. From the audience's perspective, it's a lot more interesting to listen to, and the changes in tone and volume help provide emphasis on certain points you want to communicate.

So, I hope you can see that it's really not that difficult to make a presentation to an audience. It's a matter of planning and practice.

And, if you still have that fear of public speaking, the best approach is to confront that fear and make an effort to get up in front of an audience. It may not be perfect the first time, but you'll be surprised at how quickly you can improve with practice and experience.

Volunteering Adds Value

I’ve heard the excuses many times.

“I don’t have the time.”
“I just can’t make that kind of commitment.”
“I don’t know what I can contribute”

However, volunteering can have tremendous payoffs at the personal and career level.

My exposure to volunteering came several years ago in the High Park area, where we had a crime problem. There was a public meeting with the police and our city councillors to get input from residents in the area and the councillor in my ward, Derwyn Shea, asked if anyone in the audience was interested in helping organize a Neighbourhood Watch program. Along with a half-dozen other, I introduced myself and said I didn’t know what I could do, but I had experience in marketing and advertising.

Next thing I knew, I was appointed chair of the Neighbourhood Watch program for West-end Toronto.

Over the next two years, our committee developed an active program to educate block captains in the area about crime prevention. We learned a lot about crime statistics and crime prevention from our police community liaison officer, who was a delight to work with.

We put on seminars each month and reviewed crime statistics and had speakers come in to inform the block captains about locks, vacation planning, burglar alarms etc. I also wrote a column every two weeks in the Villager, the local newspaper, so we could share what we learned with everyone in the community.

We got results. Break-ins declined – the biggest concern to people in the neighbourhood. Offsetting this was an increase in crack houses, but the Neighbourhood Watch program helped the police set up surveillance by getting individuals to share intelligence with the police and give them places to set up their surveillance teams.

During the period I was involved with Neighbourhood Watch, our children were 4 and 6. But they learned the value of volunteering.

Our daughter studied forensic technology at Sanford Fleming College. Before she began her program, she volunteered to work in the genetics lab my wife worked in as a way of getting experience.

That summer, she did not receive any cash compensation, but she demonstrated she was the highest performing among all the interns and was invited back the following summer with a fully paid internship.

She excelled in the DNA and lab portions of her program in both years and, on completion of her diploma, she was hired to work in the DNA lab at Hospital for Sick Children.

While the first summer as an unpaid intern was financially difficult for her, it paid dividends in getting paid jobs the following two summers in a prestigious research facility. The experience also paid off in her studies because she picked up knowledge that went far beyond the college curriculum.

Our son wanted to be a math teacher. He did a degree in computer science at Queens and a year at OISE to get his teaching degree.

The last two years of his undergrad program, Ross volunteered to work as a teaching assistant after his exams ended in April. He spent tow months working at his old high school and the next year went to another high school in the area.

While at OISE, he was sent out for his practicum to “difficult schools” such as Western Tech, but his experience from volunteering helped him a lot.

While many of his classmates had difficulty finding teaching jobs, Ross interviewed with Peel Board of Education and landed a job.

I remember he came back from the interview saying he didn’t think he’d done well. However, he got a call back from the Peel Board indicating they liked how he had volunteered and he was hired to teach Grade 10 and 12 math at Lorne Park Secondary, a very prestigious school in Mississauga.

Along the way in his job hunt, he had a couple of coaches to help. One of our neighbours was a retired superintendant from the Peel Board and the keyboard player in my band was a principal at another high school in southern Mississauga. The networking also contributed to his success.

This year, Ross was placed on the hire list for Toronto District School Board.

The message from these experiences is that:

Volunteering gives you an opportunity to gain experience in a field in which you have interest. For new Canadians, that can help overcome the “Canadian experience” issue. For others, it can be a helpful strategy if you are changing careers or industries.
Volunteering gives employers a low-risk opportunity to assess your abilities before making an offer.

These first two worked big-time for our son and daughter.

Volunteering gives you some positive experiences that help motivate you and help you maintain your enthusiasm while you are in transition. My volunteer work with HAPPEN helps keep my presentation skills sharp and it keeps me involved with people – both of which have helped me maintain a positive attitude in my job search.
Volunteering can also be an excellent way to develop a network. For example, serving on the board of a NFP organization brings you in contact with other like-minded business executives. Demonstrating your skills and developing such contacts with them can help you uncover job opportunities.

The first time I was laid off, I joined HAPPEN’s sister organization, EARN, in Toronto. At my first meeting, one of the members gave me advice I will never forget. He told me, “The best way to find work is to volunteer to work on one of the committees”. I joined the marketing committee and all eight of us got jobs within three months of each other.

By volunteering, you’ll feel more involved in the organization and the volunteer work you do looks good to a recruiter or potential employer because it speaks to teamwork and initiative.

Regardless of the organization, get out and volunteer your way to your next job.

LEADING by FOLLOWING

Leadership is part of what management is all about, and managers are usually assumed to be the ones who make the decisions on how the organization will be run.

I guess my feeling is that leadership needs to have a strong element of facilitating - as opposed to merely directing – and with a consultative element as well. Let me illustrate with a couple of examples.

When I moved from consumer goods to industrial marketing, part of my job involved managing two sales reps – both 25 year veterans of the packaging industry.

When we had our first meeting together, you could feel the tension in the air as these two sales reps felt out their new “boss”.

I started out by admitting I had only a limited knowledge of the packaging industry. If people had thought bubbles like in cartoons, you probably would have seen something like “Yeah! Right!” But when I asked what I could do to help them in their jobs, the tension melted away and they both opened up.

One was our pricing manager, and he needed help getting estimates done as well as having a sounding board for pricing. The other was a non-native English speaker, and, while he was a successful rep, had problems making presentations. Both also asked for help in getting orders processed.

In return for my assistance in the areas we agreed on, one took me around to meet the customers and the other one took me under his wing and tried to teach me everything he knew about packaging. I found ways to fast track estimates and we got new business because we were able to quote within 24 hours of receiving the RFQ. We got on well and worked together well as a team.

Later, when I moved to another company, I managed to get one of these reps to join the new company because he had extensive experience in one of the vertical markets we served, and I was able to get another colleague to join as well in our sales team. While the second rep went on to another competitor, we continued to get together for lunch on a regular basis.

The other example came up at this second company.

One of my guys was somewhat stalled with a prospect. They had some samples of our product, but had never gotten around to running them so we could qualify as a supplier. We met with the customer and got assurances the samples would be tried, but things dragged on.

A major trade show was coming up, and we knew the customer would want to have some samples of their product to exhibit and distribute at the show, so we offered to run a free trial order for them. The customer responded by saying that, although they had five suppliers of our kind of product, none of them had made such an offer and therefore they wanted to go with us – on one condition. They asked us to bill them for the order – not run it free – and to consider it our first order with them.

When we got the order and the customer’s graphics, we got together with the press crew who were going to be running the job. We told them this was a promising new customer and we wanted to make a good impression, and we asked the crew how they wanted to run the job. There were some details in the graphics which could be challenging for the printing process, which were a bit of a concern. The crew suggested the best materials sources from their experience and how the graphics should be set up.

When the customer received the order, we got a phone call regarding the job. Was there something wrong with the product or the delivery, we asked. No, the customer had specified the job be printed flexographically (a very cost-effective printing technology) but we had printed the job via rotogravure (a more expensive, high-definition way of printing.) I assured the customer we had followed his instructions and the job was printed flexographically. The customer told us this was the best flexographic printing he had seen: it was so clean and clear he thought it could only have been done via the more expensive rotogravure technology.

We ended up doing a lot more work for that customer, and we had a very proud press crew. Interestingly, even though we operated in a unionized environment, we never heard any comments or experienced any interference from the union reps. I think everyone focused on doing the best job possible and, if there was any breach of the collective agreement for the way we involved the crew, we never heard about it.

I believe most workers – white or blue collar – want to do an excellent job, and part of the role of management is to help them achieve that goal. This means ensuring the employees have the information or tools they need to accomplish this. More importantly, it involves asking them what the impediments are to excellent performance and helping clear those roadblocks.

Because managers frequently are rotated through a variety of roles, they may not have the time to become technical experts in every one of these roles. Unless they have been poorly trained, experienced workers know their jobs in depth because they’re doing them every day. They’ve had the opportunity to see what works and what doesn’t, so they actually are a knowledge resource waiting to be tapped.

When we try to provide what we think is “direction”, but it runs contrary to what our employees know to be the right way to do things, we don’t come across as good managers.

When we consult our employees to get their input on processes, we are practicing delegation in a way. Delegating means assigning tasks to those most capable or experienced to complete them, and typically is used in the context of white collar workers. With shop floor employees, respecting their skills and asking for their suggestions will usually be rewarded with ideas based on successful experience, and builds respect for their managers.
Leading by following the direction or suggestions of our “subordinates” is a winning proposition.

FAMILIARITY BREEDS RESPECT

One of the best lessons I learned came from the general manager who recruited me from the packaged goods industry into the packaging industry.

The plant we worked in had two unions and a history of poor labor relations. The first week I was there, we had a communications meeting, and the union reps were not only very vocal about their views on management, but also seemed very aggressive.

The general manager’s advice to me was to get a pair of safety shoes, spend at least 25% of my time in the plant and to get to know everyone in the plant by name.

That first week, I tried to put it into practice and walked up to one of the machines, introduced myself to the operator and asked what his machine did. I think we spent about an hour together as he showed me what the machine could do and what capabilities weren’t being used. He took time to answer all my questions.

The company eventually suffered a financial setback, and we had to lay people off. Now, when I walked through the plant, you could sense the employees were scared. Because I was not only on the management team, but also the Marketing Director, I had some insight into the fortunes of the company.

When I encountered the union reps, the tone was very different from what I’d seen in the first weeks. They wanted to know what the future was for their members (and probably themselves), but the tone of communication was much more sober and the questions came not as “the union line” but at a more personal level.

I told them that quite honestly, I didn’t know what the future held. I didn’t promise everything would work out. I think they sensed and appreciated the candor in what I said, even though what I’d said didn’t really put their minds to rest.

At this point, it dawned on me that our role as managers was not just to run the business profitably, but we had a responsibility to the employees for their jobs. Their livelihood, in fact, depended on our ability to keep the business going. We had more control over their employment than they had – even with the unions – and therefore if we let the company go down, we were also letting down a whole team of employees who relied on us.
The lesson from this is that managers must remember that their employees are dependent, in more ways than we generally realize, on their actions. There is a need for mutual trust to make the organization work effectively and the best way to build that is to get out of the office and put a face to every employee in the organization. For the employees, it means there is a face to management and they can see managers as humans. Similarly, for the managers, it is an opportunity to remember a business is more than numbers: there are people whose livelihood depends on their actions.