By Dave Gallagher, The Bellingham Herald, Bellingham, Wash.
Source: Knight Ridder/Tribune Business News
Nov. 6--Lynn Giuliani wants business owners to realize that the smallest things they do makes a huge impression with employees and it will affect the company's bottom line.
Giuliani, a national sales training consultant who lives in Whatcom County, was one of several speakers at the Whatcom Business Conference on Oct. 27. She spoke to more than 50 business owners and managers about creating a more vibrant workplace.
While she touched on a variety of topics and gave tips on how a company manager can be thought of as a leader, instead of a boss, one point she drove home was the idea that many people base their overall opinion of the company they work for on the actions or inactions of their immediate supervisor.
"Do you realize that at your employees' Sunday dinner, you are probably the topic of conversation?" Giuliani said, receiving a chorus of moans and groans in response. "Some of you may not care, and some of you are a little scared to hear that, but it's true. What they are saying about you at the Sunday dinner will also reflect their performance at work."
Giuliani's point is that a company will never treat its customers any better than employees treat each other, and it's the management that sets the tone.
"If management shows a lack of respect to its employees, it would be hard to believe that those workers will show much respect toward the customer," Giuliani said.
In her experience working with companies, Giuliani found it's the little things that management most frequently forgets that add up to bigger problems. For example, Giuliani remembers a company executive who had the habit of walking as quickly as possible from his office door to the exit, not speaking a word to anyone along the way.
"That person didn't realize there was anything wrong, but it gave the employees the impression the boss shouldn't be bothered," Giuliani said.
She suggests that every supervisor have conversations with each of their employees every day, even if it is just for a few minutes.
"It doesn't always have to be something important, but by regularly having conversations with the employees, it shows that you are accessible," Giuliani said.
She said anyone could say they are approachable, but employees will pay attention to supervisors' actions to determine whether they can talk to them about work issues.
Even when a boss makes the effort to talk to workers, they can still be intimidated and offer little information. Giuliani suggests asking open-ended questions that require more than a yes or no response.
"Asking open-ended questions can be hard to remember at first, but it helps draw out the employee and you get a better idea of what is happening in the workplace," Giuliani said.
By having more conversations with employees, managers will not only better address issues in the workplace, but it will could lead to employees becoming more invested in their work and offering ideas to actually improve the business.
"The degree to which you look at your employees' point of view is the degree you differentiate yourself as a leader instead of a boss," Giuliani said. "Being viewed as a leader is a huge improvement than being viewed as the boss."