Dear Sharon:
Over the last few years my company has really grown. With a growing client list, I have to rely more on my employees to solve problems and to get the job done. I get the impression that they tell me only what they think I want to hear. How do I find out what’s really going on in my company?
Signed,
L. C. Acer
Dear Mr. Acer:
I am a fan of the television show “Undercover Boss.” The show’s format is based on the CEO of a company working undercover in his or her own firm to investigate how the company really works and to identify how it can be improved. By working undercover, the thought is that the boss also will understand the view of the employees, and in most cases ends up rewarding the hardworking staff.
As CEO, it may be necessary to take an “undercover” approach or view of your company. “Bosses” need to see themselves and their operations through the eyes of their most important assets — their employees and their clients. They may not be able to take an incognito approach to evaluating their businesses, but they can use innovative methods by which they encourage honest feedback.
Here are seven suggestions in obtaining “undercover” results:
• Develop Trust – Your employees have to believe that you have their best interest at heart. Trust can only be built over time. Welcome feedback and share information regularly. Hold yourself and others accountable, and be a leader.
• Be Honest – Don’t lie about bad news. It will always, always come out later. Be as transparent as possible and be up front about any bad situations. Your employees will follow your lead.
• Don’t Kill the Messenger – Accept criticism. Some people need encouragement to give you their honest opinion. Make it clear that you are okay with respectful yet harsh remarks. Create an environment that will give them an opportunity to reveal more.
• Ask the Right Question – How a question is formulated determines the answer you will receive. More importantly, employing questions that inspire people to think in new ways, or expand their scope of vision, will empower employees to freely give feedback.
• Offer an Incentive – One of the most rewarding incentives you can give employees is praise and recognition. You will find that a lot of people appreciate positive attention.
• Have a Meal – Employee interactions increases ten-fold when you introduce food into the equation. Sponsoring brown bag lunches increases learning opportunity as well. People are in a more relaxed state and will provide some informal feedback.
• Check in Often – Don’t be stranger to your team. If you are serious about receiving honest feedback and candid comments, expose yourself to your employees and clients more often. Walk the halls, or spend time on e-mail just “checking in.” You may hear things that you may not ordinarily come across.
I recommend that if you implement this strategy, you will feel more comfortable about your reliance on your employees. Your trusting work environment will encourage honest feedback.
Sharon R. Pinder is CEO of The Pinder Group (www.thepindergroup.com) and the nonprofit Center for Business Inclusion and Diversity (www.cbidinc.org). She can be contacted via e-mail at sharon@thepindergroup.com or by calling 410-489-7098.
