"I am infuriated that he would say something so rude a customer. I have no choice but to let him go now." These are the words one of my clients recently spoke to me in complete frustration. His face was deep red. His foot rapped against the floor in complete frustration.
My response to this client was to ask if he spoke to his employee regarding the encounter with the customer. I already knew the answer to this question, but I had to ask it regardless.
"Well, there just hasn't been the right time yet. Besides, he had some issues from the beginning. I want to build a business not serve as an adult babysitter. I will simply give him fewer hours. If I'm lucky, he will find a job somewhere else."
This is not the first client to bring employee relations problems to my attention. Once they move past their anger and frustration to give me the full details of the problem, I realize that they have never coached their employees. In fact, most clients do not even talk directly to their employees about things that frustrate them. It is amazing how many business owners and managers believe coaching is limited to disciplinary measures. I have found that it often comes down to inefficient time management. Business owners have to deal with customers and keep up with obligations of a business owner. They have little time left at the end of the day to deal with employees. To add to the problem, many business owners do not know how to train and coach their employees. If they have not even coached a little league team, how are they supposed to lead a team of employees?
Coaching a team of little league athletes is very similar to guiding employees in the workplace. Here are seven leadership strategies that any coach could teach a small business owner:
1. Every employee should know what their job is, what is expected of them while at work, and why their role in the company is important. It is the job of the small business owner to make sure every employee knows their worth and understands their role within the company clearly.
2. Break down the job description of every role for your employees. Explain how things work in your company. Make no assumptions about what they should understand on their own.
3. Show your employees how to do tasks by performing those tasks as a demonstration. Coaches always show how a new skill is to be performed before expecting athletes to perform the skill. Your job as a boss is to do these demonstrations while giving tips on how to do it properly.
4. At this point, stand back and watch employees demonstrate what they have learned.
5. Tell employees immediately if they make mistakes or complete a task perfectly. If you have to repeat your demonstration and point out ways they can do the task better, do it immediately. If they are perfect on a particular task, let them know so they can feel proud. The goal is to respectfully correct mistakes and reward perfection right after you see the employee perform a task.
6. Try to have empathy rather than feeling frustrated with employees who do not get some tasks right away. Remember that you have also struggled to learn some tasks over the course of your lifetime. Boost up the employee's confidence that they can succeed at the task rather than tearing them down or belittling them.
7. Coaching is an ongoing procedure. You cannot deliver one coaching session and expect your employee to sink or swim without your support. Let them know that they can come to you with questions and to ask for feedback. Hold the employee accountable for learning the tasks of their job, but deliver ongoing coaching to help them reach their goals within the company.
Coaches are observant, motivating, supportive, and patient. You must be the exact same way if you want your employees to master tasks and live up to your expectations. With proper coaching and corrective actions, it is amazing what even a problem employee can do for your business.
My response to this client was to ask if he spoke to his employee regarding the encounter with the customer. I already knew the answer to this question, but I had to ask it regardless.
"Well, there just hasn't been the right time yet. Besides, he had some issues from the beginning. I want to build a business not serve as an adult babysitter. I will simply give him fewer hours. If I'm lucky, he will find a job somewhere else."
This is not the first client to bring employee relations problems to my attention. Once they move past their anger and frustration to give me the full details of the problem, I realize that they have never coached their employees. In fact, most clients do not even talk directly to their employees about things that frustrate them. It is amazing how many business owners and managers believe coaching is limited to disciplinary measures. I have found that it often comes down to inefficient time management. Business owners have to deal with customers and keep up with obligations of a business owner. They have little time left at the end of the day to deal with employees. To add to the problem, many business owners do not know how to train and coach their employees. If they have not even coached a little league team, how are they supposed to lead a team of employees?
Coaching a team of little league athletes is very similar to guiding employees in the workplace. Here are seven leadership strategies that any coach could teach a small business owner:
1. Every employee should know what their job is, what is expected of them while at work, and why their role in the company is important. It is the job of the small business owner to make sure every employee knows their worth and understands their role within the company clearly.
2. Break down the job description of every role for your employees. Explain how things work in your company. Make no assumptions about what they should understand on their own.
3. Show your employees how to do tasks by performing those tasks as a demonstration. Coaches always show how a new skill is to be performed before expecting athletes to perform the skill. Your job as a boss is to do these demonstrations while giving tips on how to do it properly.
4. At this point, stand back and watch employees demonstrate what they have learned.
5. Tell employees immediately if they make mistakes or complete a task perfectly. If you have to repeat your demonstration and point out ways they can do the task better, do it immediately. If they are perfect on a particular task, let them know so they can feel proud. The goal is to respectfully correct mistakes and reward perfection right after you see the employee perform a task.
6. Try to have empathy rather than feeling frustrated with employees who do not get some tasks right away. Remember that you have also struggled to learn some tasks over the course of your lifetime. Boost up the employee's confidence that they can succeed at the task rather than tearing them down or belittling them.
7. Coaching is an ongoing procedure. You cannot deliver one coaching session and expect your employee to sink or swim without your support. Let them know that they can come to you with questions and to ask for feedback. Hold the employee accountable for learning the tasks of their job, but deliver ongoing coaching to help them reach their goals within the company.
Coaches are observant, motivating, supportive, and patient. You must be the exact same way if you want your employees to master tasks and live up to your expectations. With proper coaching and corrective actions, it is amazing what even a problem employee can do for your business.
About the Author:
Lean Frog contributed to this article. Read more guest blog posts by Lean Frog. A blog post on how coaching employees is similar to coaching aspiring Little League players.
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