Listening 102 by Don Ford

Introduction:

            Listening is not enough, if you do not get the complete information. You should understand, being in a leadership role you are dependent on subordinates to provide you with most information, regardless of where you are on the ladder.

                        Do you get reliable information?

                        Do you get complete information?

-           -           -           -           -           -           -           -           -           -           -           -           -

            The most accurate information comes from the source. Your position may not allow you to always have access to the source. Thus, you must rely on subordinates to provide the information. This is where info may go astray.

            Let’s say you are a General Manager and one of your Department Managers came to you explaining, William has a concern.

The concern is presented to you, “William said, he was not happy with the placement of a new item, he says it is too difficult to reach”. You ask your Department Manager, “What is your opinion about the item placement”. The Manager says, “We didn’t have a lot of room and that location was open, you know William, he is always complaining about something”. With that information, you shrug your shoulders and take no action.

Here are some additional facts that you did not receive.

William, the worker in this story, does comment often about situations in the work area. These comments are often focused at making his work easier, faster and safer, which by the way is good for the company. 

The following is the complete statement that William presented to his Department Manager.        

William to the Manager, “did you see where they located the 50 pound box of nails? It is on the floor location, which makes it very difficult and unsafe, when we have to reach into the back of the location which is under the rack. It is heavy and should be moved to a location that will allow us to stand up when filling the order, making it easier and safer!”

The reason for this story is to point out, people in positions of authority often receive modified input. Modified is defined as, an intentional or unintentional editing of a complete statement.

What reasons could influence this communication malfunction?

Poor listening technique.       Failed to ask questions.          Was in a hurry.

Had something else on their mind.    Believed the employee to be a complainer.

What can we take from the above story line?

            Had William and his Department Manager received adequate safety training, both would have emphasized safety, when discussing that item.  

            The department manager did not listen properly to the comments from William. Are there reasons for not listening properly? Yes there are reasons for not listening, none of which are acceptable.

            The General Manager was also at fault. The GM could have asked for more details, should have recognized some prejudice by the Department Manager when he commented, “William is always complaining about something”.

Thought:

            Managers at all levels, should allot an amount of time from their busy work day to being in contact with, and communications with their subordinates. This would include in part, meetings with staff, walking through departments, thanking staff for safe work practices such as proper lifting etc., greeting staff, reviewing work flow, finding unsafe situations, security of property and staff.

All levels of management must rely on information from a team of subordinates. That makes it imperative they build, or rebuild, their team carefully! Review your team often! Gather information about your team and use it wisely.

Discussion:

Thank You