“Tips on encouraging complainers to become part of the solution”

Image source

I wonder how many in leadership cringe on the inside, (during meetings) when employees complain of a breakdown in communication and systems, but fail to offer a solution?

I mention this with empathy for leadership who are “expected” to lead and provide a resolution to all systemic issues.

Having experienced my share of working with disgruntled employees (those who are quick to speak out on injustices), I see the need for ideas or resolutions after the feedback is provided.

I am sure a great deal of employees are waiting for their employer or upper management to offer resolution, after all they are the ones in a leadership position, right?, However a company culture that seeks resolution from the frontline employee is in my eyes, wisdom.

Frontline employees speak directly with customers, and since they are the ones that are more likely to discover a trend that is hurting the organization, they should also receive the opportunity to work on a resolution.

Therefore there should be an ongoing and spoken rule that states “if you speak up in meetings to state a problem, you must in the same breath offer a solution”.

In no way is this designed to punish those who present problems, but it sets the tone for problem solving or resolution without creating an atmosphere that lends itself to constant criticism.

Team Work in the making

irysec.vic.edu-- problem solving

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Management and frontline workers receive the opportunity to work together as a team to bring about resolution as opposed to waiting for leaders who are often stopping other organizational wide problems to provide all of the answers.

This also allows for upper management to remain in tune with the feelings and thoughts of its employees and customers (as they will hear firsthand from frontline workers what the organization is up against, while at the same time learning of frequent consumer complaints).

Application in the making

You may wonder, “What is the most efficient way to endorse this sort of change?”

  1. Speak with the employees in meetings and set the expectation – if a problem is mentioned, it must be closely followed by a solution (from that particular employee).
  2. After the problem at hand is mentioned (with a possible resolution), if indeed that resolution is manageable and cost effective, place the employee on a team that is designed to conquer that problem.
  3. The employee is now expected to collect data to confirm that indeed the problem is a new or reoccurring trend.
  4. Once the employee collects the data, that particular employee will now be expected to relay this information back to the team and management for further plans to rectify the issue.

It may not be the answer to solve all organization wide problems but it’s a damn good way to get the conversation started.

The next step will be for management to trust the expertise of frontline employees to activate resolution.  This has the opportunity to provide more fulfillment for the front-line employee, while retaining satisfied customers.

What tips do you have to offer to bridge the gap between frontline employees and management?

Need help with defining “Organization Development”? -The Imperfect Org

I am questioned all of the time about “What is Organizational Development” especially after individuals inquire about my degree of study.  I can see after minutes of explaining that the questioner is still befuddled with my answer.

So I have found some helpful links that explain (easily) what Organization Development is; you can read it and rehearse it and make these definitions your own. If you still find yourself with a confused audience, then you can email the links (below).

http://managementhelp.org/organizationdevelopment/od-defined.htm

http://www.odnetwork.org/?page=whatisod

Reaching your audience and helping them understand what Organization Development is key to organizations opening up to the theories and practices covered in our field. In addition to that, having links like these helps establish your credibility upon the subject, while making explaining Organization Development much simpler and less time-consuming.

Reference:

McNamara, C.  (2016). Some “Definitions” of Organization Development (OD) Free Management Library

Retrieved from http://managementhelp.org/organizationdevelopment/od-defined.htm

Organization Development Network (2016) “What is Organization Development?” Organization Development Network

Retrieved from http://www.odnetwork.org/?page=whatisod

People resist change with John Izzo (YouTube video) -The Imperfect Org!

This is a great Youtube video with John Izzo that has a few tips regarding creating a better organization and pushing through organizational change by engaging employees. Izzo goes on about engaging employees to build better productivity and help create an employee perspective of self-responsibility for how they are accountable for their work. It does start with a short generalization then Izzo fleshes out what he talks about early in the video later on.

Here is the video called : “John Izzo: Organizational Development Expert, Author and Keynote Speaker” please click the link here:

Happy viewing and learning from the Imperfect Org!

Organization development explanation (YouTube video) -The Imperfect Org

This is a link for a Youtube.com video that will give you a detailed but long (30 minute) explanation about what Organizational Development is. The description below the video is for the text version of what is covered in the beginning of the video also this video is for those who are visual impaired.

 

If you need lots of details regarding Organizational Development for an academic reason I would recommend this video as it will give you a lot of material for writing a paper.

Here is the video called : “Organization development” please click the link here:

What does a Human Resources Organizational Development Consultant do? (YouTube video)

This is an interview with a Human Resources Organizational Development Consultant, in where the interviewee is asking about the potential tasks she accomplishes throughout the day. This is a great link to a Youtube.com video from drkit.org that really gives you a real life look at the various tasks the Consultant is responsible for, and goes beyond average text book definition that we all learn about.

Here is the video called : “Human Resources Organizational Development Consultant, Career Video from drkit.org” please click the link here:

Happy viewing and learning from the Imperfect Org!

Morale Team Building! A Plane Crash? Submerged Underwater??? Is this for you?

*image from ABC

When I think of morale building, I think of sitting in an office at the job with my teammates and manager in tow as we attempt to all appear to be engrossed in some “not so interesting” sort of game that effectively leads to us scurrying off to our corners just as soon as the meeting is over. Wfff … that was a lot to get out!

But how about a team building exercise that revolves around a plane crash and being drowned? Okay before you stop reading, I should explain a bit further.  Yes it is a team building exercise however it’s regarding a simulated plane crash in a controlled environment. I mentioned this article to a friend and his immediate response was “heck no”. Simulated or not he was not intrigued. Well as you will see if you read the article, this is definitely not an exercise for the fate at heart, and it is expected to run over $900 per person to partake in such an exercise. I can tell you as I thought before reading it, morale and team building exercises such as this one is generally geared towards the individual who works in very stressful high paced jobs.

Those who work in administration type work may not see the point of evoking danger just to pull the team together. Would your opinion change of that coworker whom you secretly despise if you were in a simulated life or death situation with them? If I’m honest, I’m not sure if my feelings would change however for those who are thrill seekers, who work high demanding jobs, this might be the morale activity for you.

https://www.nytimes.com/2017/01/07/business/need-better-morale-in-the-workplace-simulate-a-plane-crash.html?emc=edit_nn_20170109&nl=morning-briefing&nlid=78132639&src=me&te=1

Reference

Retrieved from https://www.nytimes.com/2017/01/07/business/need-better-morale-in-the-workplace-simulate-a-plane-crash.html?emc=edit_nn_20170109&nl=morning-briefing&nlid=78132639&src=me&te=1

American Sales? Elements of Customer service. -The Imperfect Org

 

I walked up to the customer service counter (to return a glowing Halloween decoration that had old rusted batteries and did not work) with my husband.  Once there I quickly observed that the main cashier was in the process of training a new employee on how to complete a return.
The middle-aged trainer seemed intent on communicating all the necessary details on how to accurately process the return.  However, the early adolescent trainee did not seem as enthused.   This is how it unfolded.
Cashier training new cashier.
The new cashier stares at my husband and I more than paying attention to the trainer.
I think… “Great, you’re going to go far”…
This all took place as we settled the return and she continued to stare without a smile, and without uttering a single “thank you”.
More and more I am seeing that this is sadly the norm.  What is going on with the state of our job market and customer service?