Great Expectations
“Teach what you expect, expect what you teach.”
Some of the greatest fears that managers face is managing
conflict, performance management, low productivity and turnover. While there is no magic trick to solve these
issues completely, there is a major component they all share. As a rule, people don’t come to work to
perform poorly and be in constant conflict with others. These are the two catalysts that affect the
other two areas; low productivity and high turnover. Where you find these issues, you will
generally find people who have not been communicated crystal clear expectations
that align with their job.
The Work Itself
When we hire someone we need to make sure they have a full understanding of what we expect them to do. Asking yourself these questions will help you determine the duties that are outside the job description.
When we hire someone we need to make sure they have a full understanding of what we expect them to do. Asking yourself these questions will help you determine the duties that are outside the job description.
1.
What does success look like?
2.
What are their boundaries?
3.
What are their roles and the role of others they
work with?
4.
What is the level of quality/quantity
expected?
How Communication
Happens
Communication is a key component in setting expectations. It is important for your Team Members to understand:
Communication is a key component in setting expectations. It is important for your Team Members to understand:
1.
How often you communicate? Do you communicate by the hour, day, or week?
2.
What is your style of communication? Is it written, verbal, broadcast on a
bulletin board or newsletter?
3.
When do you communicate? When there are problems? Before work begins? After the work is complete? Both?
4.
Why do you communicate? Is it to explain the jobs for the day? Is it only when failure has occurred? When there are new initiatives that have come
down?
The Timing
When we set an expectation we need to also relate the time in which the expectation needs to be accomplished. What means one thing for you may be completely different than what is heard by the Team Member. I need it “tomorrow” has many answers. If you are expecting the morning and you get it at the end of the day, you can’t be disappointed. Remember, expectations must be crystal clear.
When we set an expectation we need to also relate the time in which the expectation needs to be accomplished. What means one thing for you may be completely different than what is heard by the Team Member. I need it “tomorrow” has many answers. If you are expecting the morning and you get it at the end of the day, you can’t be disappointed. Remember, expectations must be crystal clear.
Finally, we MUST remember…
The Culture
When people are hired from another organization, they bring their past experience and habits with them. If those experiences and habits differ from “the way things are done around here”, there will be mismatched expectations. These mismatches can lead to a perception that people aren’t a good fit. This can be the initial source of poor performance (perceived or reality) and the root of conflict within the team as they try to understand each other’s roles on the team. Always remembering the three guiding principles at Watco and teaching and coaching them to every Team Member allows them to see how their efforts align with Improving Customer Satisfaction, Improving Profitability and doing BOTH over the Long Term.
When people are hired from another organization, they bring their past experience and habits with them. If those experiences and habits differ from “the way things are done around here”, there will be mismatched expectations. These mismatches can lead to a perception that people aren’t a good fit. This can be the initial source of poor performance (perceived or reality) and the root of conflict within the team as they try to understand each other’s roles on the team. Always remembering the three guiding principles at Watco and teaching and coaching them to every Team Member allows them to see how their efforts align with Improving Customer Satisfaction, Improving Profitability and doing BOTH over the Long Term.
