Primer for Working with People

This is in honor of Labor Day and workers everywhere. Been fortunate to work with many great people.

For an introvert like me, learning to work with people was challenging. Was shy and meeting all new people. Not knowing their job titles nor responsibilities. Not sure what my responsibilities. Not knowing how the systems worked. Very stressful. This is when mentors and leads are so valuable.

Developed principles and practices that help me from boardrooms to the shop floor. You could do worse that starting work with these.

Assume People are Competent. Solve problems by getting good information from the operators, mechanics and customers. Managers often blame the operator. Find it more productive to ask what are they seeing? Is this new or an old issue? People are your eyes and ears. If they have made a mistake, it is usually because of their training, not deliberate. If it was deliberate it will come out. Start positive.

Talk about Intent. Department of Motor Vehicles is a great example. Got confused one time and said “You do this every day. What am trying to do is register my car and get a license. What do I have to do?” After all they are the experts. When they realize am cooperating instead of arguing, get great service.

Ask Questions. How else will you learn? Second people have less resistance to changing if it is they contribute concerns and ideas to a solution.

Listen and Repeat Key Points They Said. If people know you listen and care, barriers come down. Progress gets made.

“You’re Right”. The problem with politics is competition to be right. Neither side has all the right ideas. Good ideas come from everyone. Try to find the whys behind their ideas. They are often right. Cooperate, not competition solves problems.

“Yes, and …”. This is an improve idea that works well daily. The best solution is often a combination of ideas from different people. Help build solutions.  

People Want What They Want. No matter your job title, you are in Customer Service to customers and co-workers. Help people get what they need.

None of these ideas are original. Learned them from past and current co-worker sharing their knowledge. Have you got any to add?