Connecting: Managers who motivate foster employee success

If you hear of an employee bragging on their boss, chances are they are schmoozing at least that's what you might think. It's rare to hear employees praise their bosses. I've often wondered if there's a correlation between employee performance, and the communication competence of their managers.

I found that answer a few weeks ago while shopping at Bass Pro for some workout shoes. I was delighted to have a proficient sales associate Dianne Brown. Dianne gave me information and advice that helped me make my decision, yet she wasn't overbearing and she was able to articulate the distinctions between the various choices.

I complimented her on her knowledge and customer service; I said, "You are a fantastic salesperson. I appreciate your effort." Her reply astounded me: "I have two fantastic bosses who give me what I need to be a good salesperson."

After gasping in amazement, I said, "What makes them so good?" After talking with Brown and several other people, from employees to bosses and professionals who teach management, I found four common threads of managers who motivate:

open communication

clear expectations

feedback

positive attitude.

Open communication

Rather than hiding out in the office, make the rounds, chat with the employees get to know them personally.

Gail Hinshaw, president of Hinshaw Associates and an instructor for Management Development Institute and Webster University, said being there is one of the rules of success.

"Management by walking around also known as MBWA listening and an intellectual presence are important," Hinshaw said.

Although it's probably easier for managers of small businesses, it's not any less important, as can be seen in the example at Associated Video Producers, owned by Craig and Michelle Kauffman. This successful business is full of employees who had good things to say about their bosses:

Richelle Dawidowski, the administrative assistant for AVP, said of Michelle Kauffman, "she's open in her communication even to the point of taking into consideration your personal life." Stephanie Orman, a producer at AVP, agreed. "Michelle and Craig are unique in that you can come to them with a problem and they are open to your ideas. They are approachable. What you say means something." Also, Dawidowski added, "When Michelle assigns a project, you know exactly what the expectations are."

Clear expectations

Hinshaw uses his past experience as director of training and employee development for Paul Mueller Company to teach managers the importance of creating clear expectations, which is an integral part of the job instruction.

"People need to be competent and have confidence," Hinshaw said. "We do the things we are competent in doing and avoid those things we are not competent in. Competence can be built through training, opportunities and through coaching."

Employees have more respect for their manager if the manager is able to understand the job that the employees are doing it adds to the manager's credibility. "One thing that makes Eric and Gary so awesome is that they give you the information you need to do the job. Both of them really understand the business," said Brown of her two managers at Bass Pro.

Orman indicated that employees at AVP feel a sense of confidence because they trust the capability of their boss. "Craig is so knowledgeable that he can tell me when something isn't going to work. Craig does the shooting, so he understands the process," Orman said, adding that because she respects his knowledge, it's easy to accept his feedback and constructive criticism.

Feedback

But feedback needn't always be a critique. Feedback often comes in the way of praise. According to Hinshaw, there are three levels of appreciation: physical, behavioral and character. Appreciation on the physical level is saying, "You have a nice smile." Appreciation on the behavioral level is saying, "I appreciate you being so cheerful." Appreciation on the character level is saying, "You are so cheerful, I can tell that you put a lot of effort into your work and you are very motivated."

Hinshaw cautions that when giving critical feedback, it is important not to attack character or make judgments but to stop at the behavioral aspects. Giving appreciation on the level of character is one way to empower and motivate and keep employees attitudes positive.

Positive attitude

One of the greatest challenges is holding on to employees. Turnover is rampant and company loyalty is a thing of the past. Research indicates that one of the greatest reasons for turnover is unhappiness with one's immediate boss.

It is more important than ever before for leaders to create a positive communication climate and motivate their employees.

(Marlene Chism is president of ICARE Consulting in Springfield.)