9/13Written by Linda LaPointe
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But in throes of a dreadful world crisis on 9/11, management changed all rules. They explained to staff that they had to stay open for business to answer incoming calls from their customers, so they asked their staff to stay and accommodated them in this unusual manner. They treated people respectfully, as responsible adults who were allowed to be accountable for their work while also taking care of themselves. There were numerous distractions from work that staff were paid to do that day. And quotas were met or surpassed. The differences were striking. What part did a country in crisis play in productivity? Were staff just unusually patriotic about American productivity that day? How much was this unusual and unexpected accommodation of staff a contributing factor to day’s business success? Employees of this company will always remember and be grateful to their company for fleeting demonstration of support in that time of incredible anguish and fear. But by end of 10 weeks that I worked with this group, all old rules were back in place and poor outcomes that required calling in a consultant in first place, existed again. A month later, when our time together was up, no one was surprised or even questioned that quotas weren’t being met. I felt like I was in twilight zone. This example resolutely confirms that developing and supporting staff to be self-managed has an immediate positive effect on people, thereby creating positive business results. Treating people as if they are doing you a favor by being there, acknowledging their needs and helping to fulfill those, can be good for everyone. We shouldn’t have to wait for a world crisis to have a workplace become a good, safe, healthy and health-full place to be.
Linda LaPointe is the author of The New Supervisor, which describes how to create workplaces in which managers are less stressed and workers are more loyal, through developing staff who are self-managed. Learn more or subscribe to E-Tools News at http://www.thenewsupervisor.com
| | Head Concierge: Personal and Corporate Concierge Service, Assistant and Lifestyle Management Team.Written by Fraser Russell
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Head Concierge Ltd can find you regular help such as cleaners and decorators as well as organise restaurant, hotel or theatre ticket bookings, transport, trips and leisure activities. There are no membership, subscription or enrolment fees - clients are merely asked to complete a single registration form in order to use company’s extensive resources at any time. Following registration, payments are due once service has been provided.The full range of services are listed on company’s website. Telephone 020 8675 6293 or email to request a brochure.
Managing Director Fraser Russell, 34, has worked in five star hotels in England and on the continent and although his company is based in London its database is international
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