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?
