Principal conduct impacts employees, bottom line

The behaviors of the owner, president and/or managers of a company determine staff conduct. Staff performance will be reflected to customers, thereby providing the business image that will make or break sales and profit. Exceptional businesses desire to be perceived as solution-oriented, professional, positive, fair, consistent in quality, honest in communication and committed to customer service. Several actions by management will ensure a business image that generates maximum revenue.

First, realize that your employees will do what you do. It is true that staff members are adults who can choose their own actions. However, it is equally true that your conduct, demeanor, reactions and ability to function effectively as a manager will cause them to perform in a similar manner. For example, if you choose to be in a bad mood all day, expect the staff error rate to increase and its attitude and productivity to decrease.

Second, appropriately handle internal conflict. Critical feedback brought into the open forces change for the better. Customer service and worker satisfaction markedly improve. Think before you act. Focus on the company mission. Position yourself so you and the other party win. Concentrate on behavior, not character judgments. Silence signals agreement, so be sure to speak up. Actively work on solving the problem instead of retaliating, manipulating, becoming upset or nursing feelings of victimization. Do not listen to gossip, jump to conclusions or magnify weaknesses in others. Do not handle minor issues and circumvent the real ones.

Third, do not lose your temper, manage by intimidation, act like the sky is falling or “shoot the messenger” bringing you bad news. Anger causes laborers to clam up and not tell you what you need to know, leading to bad surprises as staff members try to handle problems alone. While infuriated, you might say foolish things, hurt others’ feelings, cause dissension and decrease initiative.

Fourth, provide extensive positive feedback to team members. It is a fact that any positive behavior focused on by management will accelerate. Catch your workers doing things right. Praise your employees. Make personnel feel valued and wanted. Make compliments real and sincere. Positive staff members generate positive customers and take pride in their contributions to the high customer satisfaction in the organization.

Fifth, have some fun. Provide associates with opportunities to play. Jobs are more enjoyable and problem resolution is more innovative. Clients prefer to deal with people who are upbeat, friendly and smiling. Play is not unproductive and the opposite of work; fun environments actually increase productivity.

Sixth, communicate effectively. Foster open discussions by getting to know team members, responding quickly to questions and clarifying vague or conflicting messages. Encourage expression of contrary viewpoints. Body language and the volume, pitch and pace of the voice contribute to the message. Use active listening skills by maintaining eye contact, minimizing distractions and using gestures reflecting interest.

Seventh, hire self-motivated people. They will feel committed, actually care about their jobs, select activities they sense will accomplish the goal and seek better ways to execute responsibilities. They will daily take pride in their work, remain mentally connected, and feel enjoyment, fulfillment and high levels of energy.

Transform yourself and your supervisors by providing management training, obtaining a mentor or reading self-help books. Then, watch the transformation of your business image and the impact on your bottom line.

Lynne Haggerman is president/owner of Haggerman & Associates, a firm specializing in management training, retained search, outplacement and human resource consulting.

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