Creating a good working environment is not an easy task but it should be the goal for any company that wants to remain competitive in the current market where finding good people is often more difficult than finding good customers. When we reached out to multiple leaders across various industries, we found one ingredient that is key to developing a team that operates in the positive margins of employee engagement is the simple art of listening.
Danny Morgan, who is a store manager for a national retailer in Eugene, Oregon, shared, “I can tell you it’s not about the money no matter what they say, we all work for the money but it’s not about the money – ain’t about the fetti.” So it if isn’t about the money, what can leaders do to ensure they are communicating to their employees that they are invested in them as people? Mr. Morgan told us, “Every moment to listen, every second of praise and every time letting them know that they can come to you with anything knowing that you will provide a positive spin or reaction.” Listening to team members shows them that they are worth our time and that we care to hear what they have to say. Employees may not always come to you when it’s convenient, but it is important to remember to make time for them as what they share may not seem important but it could be critical to them.
Fire fighters know a thing or two about building a team. Team work is important to all professions, but it is critical when a group must band together to respond to life and death scenarios. Coy Morris, who fights fires with his team near Seattle, Washington, notes that, “Finding the common goal(s) amongst you and your team. Which in and of itself demands open and safe conversation.” Who initiates the process of establishing common goals and building a culture of open communication? For Mr. Morris, “I think the organization sets the mission, the team balances objectives with reality, but I think it starts with management.” Even though fire-fighting is dangerous, this alone is not enough to forge individuals into a strong team as there are plenty of dysfunctional teams that work in high pressure situations. Many of these teams are able to pull it together when necessary but how much more positive would the environment be if they were able to function cohesively? Danny Morgan reminds us that building respect goes both ways, from leaders to and from employees, “One important thing [to remember] is it takes time, one day at a time.”
Tom Los who leads a team for a local government entity in Moses Lake, Washington notes that listening can bring engagement as well as new opportunities for the organization, “I listen to my staff and then give them projects and tasks which mixes their job up. They really enjoy it. If someone has an idea, I try to embrace it as much as possible and let them do it.” When those in a position of leadership fail to listen they may be holding the team back from sharing ideas that could solve problems or push the organization forward. Service industries are built upon the strength of their team members to work together to carry the values of the organization through consistently on every project. Denis Beaulieu who operates in project management leading property restoration and abatement teams in Moorpark, California echoes the importance of listening, “Making sure that they are heard when asked. Have their ideas mean something and not just ask for an opinion or suggestion but try them and see if they work. Don’t discount anyone’s ideas or make yours more important.”
As noted by many that we interviewed, the catchwords and principles we hear from business leadership books go only as far as we are willing to apply them in our teams. What we want to know from real people who are practicing team work, leadership and developing organizations that operate on their values, is how they flesh out these principles in their day to day lives. Denis builds upon his comments from before regarding listening, “Empower people. They feel more a part of the organization when they feel they are part of it and not just working for it. Most important people want to feel they belong.” To be successful in a position of leadership, individuals must remember where they came from, what they desired while they were in the trenches and serve as an intermediary between the makers of decisions (the suits) and the daily decision makers (those in the field). Rex Fox who serves in the leadership team for a credit union based out of Eugene, Oregon, outlines a few key touch points relevant to listening, “Be approachable. Learn about the staff and what is important to them. Be trustworthy and trust your staff (but inspect). Roll up your sleeves and help when needed, but don’t do their jobs for them.” Rex brings up a great point that when we roll up our sleeves and get our hands dirty being shoulder to shoulder with our team members there is an organic exchange between individuals that cannot be built any other way.
Listening provides a means to blur the lines between management and employees that often holds a company back from reaching it’s potential. When a person in a position of leadership takes the time to listen, they remind themselves and the whole team that we are all in this together. Much can be learned about individuals, teams, issues and opportunities by simply taking a moment to hear and receive input from those who are investing in the team, the customers and the culture.
Please note this is one segment in a series related to creating a good working environment based upon brief interviews that we conducted with multiple professionals across various industries, leadership roles and viewpoints on the topic. Stay tuned for more. Shoot us an email or comment if you have something to say on this as well.
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Jon Isaacson has a monthly feature column with Restoration & Remediation (R&R) Magazine titled The Intentional Restorer